Systems we installed
We stay on the job
Start-up, seasonal checks, the call when a strainer is packed or a loop pressure looks wrong. The commissioning report is the baseline. Bring it if you have it.
Service
Year twelve is when you find out who built it.
Most heat pumps fail as a parts problem. The board is proprietary, the manufacturer has moved on, and you replace the machine. Polar Bear was designed so a refrigeration wholesaler in this city can still put it back together. That is the service argument. Everything else is a phone number.
The line is answered 24 hours a day by an automated assistant that books real appointments. It does not dispatch a technician at 2am. General HVAC sites in this city lead with “24/7 emergency.” We will not.
Polar Bear units we did not install
Call anyway
We fit this brand and nothing else, so we know the cabinet. If someone else put it in, say so — the first visit is diagnosis, not a promise we can stand behind work we did not do.
Parts
A drive, not a boat
Built in Toronto by Polar Bear Water Source Heat Pump Mfg. Inc., a separate company we work alongside. Beyond the air coil there are no original-equipment-specific components in the machine. That sentence is the maintenance plan.
What a service visit is for
Read the meters before you guess.
- Hour meter. Hours run times the cost of an hour is the bill. If the hours are high for the weather, the loop or the load is the question — not a new thermostat.
- Earth in / earth out. The difference is the heat you are taking from the ground. If it has collapsed, we look at flow, air, and the loop before we look at a compressor.
- Strainers, pads, filters. The unglamorous half of geothermal. A packed strainer looks like a failed system from the kitchen.
- Standard parts. Relays, contactors, pumps, Copeland compressors. We do not keep you on a proprietary leash.
If the hydro bill exploded after a geothermal install
The usual cause is not “the heat pump.” It is an undersized loop leaning on backup electric heat, or a system commissioned against a guess instead of a load calc. We will say if that is what we find. We will also say if the machine is fine and the house envelope is the problem. Either way you leave with measurements, not a vibe.
Book a service visit. Have the model and the hour reading if you can.
Answered around the clock. Human follow-up when the assistant cannot finish the diagnosis on the call.