Mr [redacted] was provided with the quote 3/13/on his first invoice during the AC tune-ups that showed the coil replacement was $1,and all inclusive, and no where did it state the repair would be exactly hours He then scheduled to have the work completed on 3/20/ That being said the technician was on site for just over hours, had just over hours of drive time, then had a total of hours of Warranty paperwork, returning the warrantied coil, and drive time doing so The total job time was over the hours that Mr [redacted] felt the job should have taken Penguin Air operates on a flat rate price system and all of our repairs are shown as such on the invoice We do not itemize labor, freon, evacuation, warranty paperwork fees, disposal fees etc Mrstated this was a pricing issue and feels our rates were too high for the work performed He agreed to the price and signed the invoice approving repair work All work was completed as per manufacturers specificationsWe feel this is only a price issue as stated by Mr [redacted] and is out of the Revdex.com's purview
As explained, the incident was put through our insurance and the customer was in fact made aware we would be doing this, even if he does not recall the conversation that occurred many months agoWe have notes in our system and proof through our insurance that we filed the claim and they paid out on the claimThis shows good faith on our end to resolve this complaintWhy the customer is not familiar with the name of the insurance is something we cannot answer - maybe its a 3rd party division of their insurance? We (Penguin Air & Plumbing) did not personally contact the customer's insurance company, we provided our insurance the customer's contact information to get all the data they needed to process the claimWe received verbal confirmation on 11/23/that they paid the customer’s insurance company at the beginning of November (check is dated 11/4/16)In addition, we show that the check was deposited on 11/15/The complaint was filed on 11/11/This complaint should be dropped and removed from our records as it has been handled internally and is now in the hands of the insurance companies, which we cannot controlWe urge the customer to contact their insurance and inquire about this claimWe will be doing the same on our part to attempt to find out why the customer is not aware of this and why (as they claim) it wasn't their insurance that was paidThis is all we can do at this point as we have proof our insurance paid out another insurance company for the repairs needed and we cannot file another claim for the same incident/same customer as that would be insurance fraud
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] The company did not apologize for the incident nor did they back their product like they saidThe reason I became upset was because the lady Amanda was extremely rude and said they already paid for the expedited shippingI became upset because I was giving the company for a device that wasn't workingAlso when a tech came out on Friday he said the device is made out of the country for cheap and it is to be expected that their may be issues with all devices that are made out of the country for cheapThat does not make the customer feel good about a device that they spent $on Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, Aimee C***
Please see the attached invoice for the scope of work that was paid forThe upsize of the return was not an additional item that was added on and paid forThe owner of Penguin Air, Will H [redacted] had a conversation with the customer and came to a resolution due to the misunderstanding/miscommunicationWe did upsize the return (not to 18" round because it cannot be done), sealed the return and increased the customers maintenance coverage to years [redacted] assured MrH [redacted] that once these items were completed and he received his revised paperwork, that he would dismiss this complaintOn 8/31/our office contacted [redacted] to verify everything was 100% completed and he agreed that it wasWe have done everything that [redacted] and MrH [redacted] agreed to and yet the complaint still remainsWe have attempted multiple times after 8/31/to contact [redacted] to ask that he follow through on his end of the agreement but he has yet to follow up with us or dismiss this complaintWe ask this complaint please be dismissed and removed from our recordsThank you
To whom it may concern, They own company The paper work wasn't given to me up front it was done electronically on his phone, They mailed it to me on April 18, The work is NOT complete the is something called a flute and my piping is a 3" they were suppose to change it to 4" for the specificationsI will be giving them a call to complete this problem see attachment They say carrier, Its the first word
To Whom It May Concern,Customer service is our top priority and anyone that is on the maintenance program (it is not a warranty), receives free maintenance visits in addition to priority emergency scheduling, and discounted repairsWe apologize for the first maintenance appointment that was missed due to emergency servicesFollowing that missed appointment our records show the appointment was rescheduled for 6/4, never for any other dateAdditionally, when the customer spoke to our representative last week the appointment was confirmed for 6/- the only change was it was requested to be 2-instead of 8-We have phone recordings to confirm this as all incoming and outbound calls are recorded for quality assuranceWe normally do not provide unit maintenance visits in the 2-time frame but due to the previous error we decided to accommodate the customer as well as increasing the maintenance program for an additional months at no chargeWe are unable to refund anything for this program because it was purchased years ago in lieu of paying for repairs (see invoice attached)Had the customer paid for the repairs they received at that time the cost would been more than the program itselfAlso, the program was priced at a discounted rate when purchasedThe customer paid just over $1,for units to be covered 100% for yearsThe cost of that program is actually $1,so there is nothing to refund at this pointAgain, we apologize for our recent errors but have discussed with the team to make sure this doesn't continue to happen in the futureAs the customer stated they have been happy up until this point; no one is perfect not even a business, but we do strive to improve and have taken this criticism constructively so we may do further training with our team to improve in this particular area
Please see attached invoices documenting the installation and other services the customer has paid forWe have no record that an Air Scrubber was ever purchased or that it was included in the price of their installWe can only go by what we have in the customer's history on their account since the install was over a year agoAll our records indicate the only time this customer was charged for an Air Scrubber is during the visit dated 8/5/If the customer has an official company invoice indicating otherwise we ask that they send us that invoice for review and then we can discuss further resolution (this was already requested and the customer has not sent us anything)Please dismiss this complaint and remove from our records as we have taken every necessary step to resolve this customers concern however they have not provided documentation as requested to assist us with this matterOn 8/24/ [redacted] (son) contacted our office and spoke with our phone representative, ReneeHere are her notes from that conversation: [redacted] CALLED ON HIS MOTHERS BEHALF ABOUT HIS CONCERNS THAT HIS MOTHER WAS CHARGED FOR AN AIR SCRUBBER TWICE - AFTER LOOKING INTO THE SYSTEM I DO NOT SEE ANY OTHER CHARGE FOR AN AIR SCRUBBER NOR DO I SEE IT WAS SUPPOSED TO BE INCLUDED IN THE INSTALL- I DO HOWEVER SEE THAT NEIMA WENT OUT THERE AND INSTALLED AN AIR SCRUBBER ON 8/05/AND WHICH HE GAVE A SPL DEAL W/ WARR AND CLEANINGS PLUS OFF TO COME UP WITH A RESOLUTION SINCE WE INSTALLED THE WRONG UV LIGHTMR WAS ASKING FOR THE PRICE OF UV LIGHT AS WELL / I DONT SEE PRICING IN THE ACCOUNT FOR THISMR IS SEEKING ANOTHER RESOLUTION- I EXPLAINED TO HIM THAT WE NEVER CHARGED HIM TWICE FOR AN AIR SCRUBBER - HE STATED HE HAS AN INVOICE SO I TOLD HIM BEFORE I CAN GO FORWARD HE WOULD NEED TO PROVIDE THAT - OTHER THAN THAT THERE HAS ALREADY BEEN A RESOLUTION TO MR'S CONCERNS.8/24/12:PM
First off I have never heard a word about anything being paid to my insurance companyThe fact that Jay K [redacted] the GM of Penguin Air said that I knew of this payment to my insurance company is total fiction Penguin Air never contacted me to to obtain my insurance information and that is reflected in the fact that the copy of the check shows that an amount was paid to the Hartford insurance companyI have never been a customer of the Hartford insurance company, EVER! So I'm not sure what has happened, but since my actual insurance company was not paid the matter has still yet to be resolved and I still have property damage that was the direct result of Penguin Air
The business lied and said an air scrubber had been installed We were given a choice of an air scrubber or duct cleaningWe chose the air scrubber which is noted on the agreement, written in by PenguinFraudulent company
To Whom It May Concern:After carefully reviewing this customer’s account, we have
found that the full scope of work has been completed 100% per the contractAll
additional concerns have been addressed and resolvedThe invoice is accurately
noted as paid in full with a $balance remainingThe
duct sealing, duct
cleaning, insulation and quality control inspection (QC) have all been
completed (please see attached documentation to support these facts).While we acknowledge there was some miscommunication in regards
to scheduling subcontracted services, we did our best to assist in the quick
resolution of these concerns as they occurredWe have worked with all these
subcontractors before and have never had an issue as described in this
particular situationWe did offer to cancel insulation services and refund the
customer $1,due to the inconvenience of scheduling with RNK Building
Supply, which was rejectedAt this time, that offer no longer stands as this
service has been completed.We apologize for any frustration this situation has brought
upon the customerWe strive to provide top notch customer service every single
timeThis particular job required us to work within the availability of several
subcontractors as well as the customer’s tight scheduling restrictions. Sincerely,Amanda M***Operations Manager
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
Please see attached the invoice dated back to for an Annual Maintenance Agreement that was sold and charged to the customer in lieu of fees to rehang a unit for herThe customer disputed these charges in and we attempted to fight the dispute but they processed the refund to the customer
regardless of the documentation that was provided to themThis was not by our choice nor did we ever accept the disputeWe have never been paid for any of the work that was completed at this customers home and so we submitted her account to collections after she refused to payWe do not have anything in writing on our file supporting the customer's claims that the owner Will promised we would remove her account from collectionsOn the contrary, we have notes on the customers account that were documented by numerous employees over the last years stating not to contact the customer for services and that she had been turned over to collections for failure to payAt this point since *** *** account was turned over to collections years ago, we ask that she handle this dispute with the collections agencyIf she in fact has documentation proving she does not owe this debt they should end their efforts to collectAlso, we would like for MrsKrajewski to mail a copy of that documentation to our office so we can have a copy for our records as wellWe ask that this complaint be dismissed and removed from our record as the customer has failed to provide any validity to her claims and this matter is from years ago so is beyond the complaint time limits for filing
This dispute was filed with the credit card company, three years ago, due to the lack of work performed by Penguin Air Penguin Air did not perform any work to correct the problem A reputable A/C company was hired the day after Penguin Air failed to correct the problem and was able to successfully resolve the issue As per the credit card company information received regarding this matter, Penguin Air was given days to respond to the dispute They did not do so The credit card company has no record whatsoever of any attempt by Penguin Air to contact them regarding this matter There is no debt owed here This debt was not turned over for collections three years ago, as Penguin Air suggests It was turned over in December of 2015, over two years later, which exceeds the statue of limitations.Penguin Air is fraudulent in their attempt to collect any debt and report a fraudulent debt to the credit bureaus. The credit bureau have already deleted the debt from my profile as fraudulent AIP has been notified that the fraudulent debt has been deleted.'The only resolution that I will accept to resolve this complaint is to restore my good credit standing AIP and the bureaus are in the process of doing so.As far as Penguin Air's comments "not to contact for services" they should know that their customer service has reached out to me on several occasions trying to drum up business There is a better chance of seeing pigs fly than every being hired by us I hope people really do rely on the Revdex.com to hire honest, reliable companies and find this complaint helpful in selecting any other company and not be put through this same nightmare three years later
Attached is a copy of the insurance check that was sent from our insurance company to the customer’s insurance companyAs previously explained, the incident was put through our insurance and we received verbal confirmation on 11/23/that they paid the customer’s insurance company at the beginning
of November (check is dated 11/4/16). In addition, we show that the check was deposited on 11/15/The complaint was filed on 11/11/This complaint should dismissed and removed from our records since a resolution was already in the worksJay K*** (General Manager) advised the customer many months ago that we submitted the claim through our insurance and it would be taken care ofAs you can see based on the documentation provided, that was done even if the customer doesn’t recall this conversationWhy their insurance has not contacted them to proceed with repairs is something we cannot answerWe have done our part to resolve the situation, it’s up to the customer to contact their insurance company now to finalize
To Whom It May Concern,The unit was installed as promised per the agreement and per manufacturer specificationsThe failure of the unit was found to be a defective part from the manufacturerThis is not something we could have controlledImmediately following the failure, we acted quickly,
exhausting all of our options to get a replacement part from the manufacturerWe were advised they did not have a replacement part in town and would need to ship from the factoryWe spoke with a manager and requested the part be expeditedWe submitted the parts order immediately following the appointment with the customer on 6/9/6/10/Mrs contacted our office aggressively demanding her unit be repaired immediatelyMrs was verbally abusive and continued to raise her voice using vulgar languageWithout a replacement part there was not much we could doWe attempted a temporary fix but knew that would not suffice and the unit still would not be operating correctlyWhen we ordered the part we were told it would arrive Monday 6/13/Due to reasons out of our control, the manufacturer did not process our request until late afternoon Friday which was too late for overnight shipping for it to arrive on Monday (we did not find this out until Monday and up until that time was still expecting and waiting for the order to arrive)As soon as we confirmed the parts arrival we scheduled our technician for the repairThe repair was completed in a timely manner and the unit is now operating up to manufacturer specificationsWe stand behind our product and understand that while this was a frustrating situation, it is not a common oneWe have honored all warranties and went above and beyond to take care of this customerWe are not able to return the customers old unit as it was recycledAdditionally, we are not able to remove the new unit and reimburse the customer as the unit is now considered used and we could not recuperate our costs associated with the install
Penguin Air has contacted *** and corrected the model numbers listed on the rebate form Mr*** was also contacted and made aware of the clerical error We have since resubmit the rebate to *** for MrButner The unit that was installed was in fact a SEER unit, and the
incorrect model number was entered on the *** rebate form We apologize for the error and have since rectified this Thanks,*** ***General ManagerPenguin Air & Home Services
Firstly, I’d like to share my initial response again as I feel that the information provided should be enough todismiss this complaint and remove it from our records.…2013 for an Annual Maintenance Agreement that was sold and charged to the customer in lieu of fees to rehang aunit for her. (1)The customer disputed these charges in 2013 and we attempted to fight the dispute but theyprocessed the refund to the customer regardless of the documentation that was provided to them. This was not byour choice nor did we ever accept the dispute. (2)We have never been paid for any of the work that was completedat this customer’s home and so we submitted her account to collections after she refused to pay. (3)We do not haveanything in writing on our file supporting the customer's claims that the owner Will promised we would remove heraccount from collections. On the contrary, we have notes on the customer’s account that were documented bynumerous employees over the last 3 years stating (4)not to contact the customer for services and (5)that she hadbeen turned over to collections for failure to pay. At this point since [redacted] account was turned over tocollections 3 years ago, we ask that she handle this dispute with the collections agency. If she in fact has(6)documentation proving she does not owe this debt, they should end their efforts to collect. Also, we would likefor [redacted] to (7)mail a copy of that documentation to our office so we can have a copy for our records aswell. We ask that (8)this complaint be dismissed and removed from our record as the customer has failed to provideany validity to her claims and this matter is from 3 years ago so is beyond the complaint time limits for filing.(1) According to our records we did in fact fight the dispute and provided the credit card company everythingthey required(2) According to our records we completed the job 100% and the customer still disputed the charges throughWells Fargo(3) We do not have anything on record that the owner (Will) promised to remove her account from collections(4) This customer’s account is in fact noted as a “Do Not Contact”. ONCE in March of 2016, an employee intraining accidently contacted the customer. Beyond that she has not been contacted in the last three years(5) According to our records, she in fact did not pay one cent and fraudulently filed a dispute with the creditservices(6) If [redacted] has documentation supporting her claims, then she would submit to the collection agency sothey can discontinue their efforts(7) We have requested copied of said “proof” regarding our failure to do complete the job, another companydoing the job, and Will’s promise to remove from collections. We have not one received documentation fromthe customer and she continues to evade that request(8) The Revdex.com does not handle complaints regarding purchases that were made more than 365 days agoAdditionally, I’d like to add that the Arizona Statue of Limitations for debt collection is six (6) years after theservice/purchase. We are well within our right to pursue this individual for non-payment. We would neverfraudulently submit a customer to collections if we did not have substantial documentation and notes indicatingtheir account was past due.
To Whom It May Concern,Customer service is our top priority and anyone that is on the maintenance program (it is not a warranty), receives free maintenance visits in addition to priority emergency scheduling, and discounted repairs. We apologize for the first maintenance appointment that was missed...
due to emergency services. Following that missed appointment our records show the appointment was rescheduled for 6/4, never for any other date. Additionally, when the customer spoke to our representative last week the appointment was confirmed for 6/4 - the only change was it was requested to be 2-6 instead of 8-12. We have phone recordings to confirm this as all incoming and outbound calls are recorded for quality assurance. We normally do not provide 2 unit maintenance visits in the 2-6 time frame but due to the previous error we decided to accommodate the customer as well as increasing the maintenance program for an additional 3 months at no charge. We are unable to refund anything for this program because it was purchased 4 years ago in lieu of paying for repairs (see invoice attached). Had the customer paid for the repairs they received at that time the cost would been more than the program itself. Also, the program was priced at a discounted rate when purchased. The customer paid just over $1,200 for 2 units to be covered 100% for 4 years. The cost of that program is actually $1,680 so there is nothing to refund at this point. Again, we apologize for our recent errors but have discussed with the team to make sure this doesn't continue to happen in the future. As the customer stated they have been happy up until this point; no one is perfect not even a business, but we do strive to improve and have taken this criticism constructively so we may do further training with our team to improve in this particular area.
Mr [redacted] was provided with the quote 3/13/on his first invoice during the AC tune-ups that showed the coil replacement was $1,and all inclusive, and no where did it state the repair would be exactly hours He then scheduled to have the work completed on 3/20/ That being said the technician was on site for just over hours, had just over hours of drive time, then had a total of hours of Warranty paperwork, returning the warrantied coil, and drive time doing so The total job time was over the hours that Mr [redacted] felt the job should have taken Penguin Air operates on a flat rate price system and all of our repairs are shown as such on the invoice We do not itemize labor, freon, evacuation, warranty paperwork fees, disposal fees etc Mrstated this was a pricing issue and feels our rates were too high for the work performed He agreed to the price and signed the invoice approving repair work All work was completed as per manufacturers specificationsWe feel this is only a price issue as stated by Mr [redacted] and is out of the Revdex.com's purview
As explained, the incident was put through our insurance and the customer was in fact made aware we would be doing this, even if he does not recall the conversation that occurred many months agoWe have notes in our system and proof through our insurance that we filed the claim and they paid out on the claimThis shows good faith on our end to resolve this complaintWhy the customer is not familiar with the name of the insurance is something we cannot answer - maybe its a 3rd party division of their insurance? We (Penguin Air & Plumbing) did not personally contact the customer's insurance company, we provided our insurance the customer's contact information to get all the data they needed to process the claimWe received verbal confirmation on 11/23/that they paid the customer’s insurance company at the beginning of November (check is dated 11/4/16)In addition, we show that the check was deposited on 11/15/The complaint was filed on 11/11/This complaint should be dropped and removed from our records as it has been handled internally and is now in the hands of the insurance companies, which we cannot controlWe urge the customer to contact their insurance and inquire about this claimWe will be doing the same on our part to attempt to find out why the customer is not aware of this and why (as they claim) it wasn't their insurance that was paidThis is all we can do at this point as we have proof our insurance paid out another insurance company for the repairs needed and we cannot file another claim for the same incident/same customer as that would be insurance fraud
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] The company did not apologize for the incident nor did they back their product like they saidThe reason I became upset was because the lady Amanda was extremely rude and said they already paid for the expedited shippingI became upset because I was giving the company for a device that wasn't workingAlso when a tech came out on Friday he said the device is made out of the country for cheap and it is to be expected that their may be issues with all devices that are made out of the country for cheapThat does not make the customer feel good about a device that they spent $on Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, Aimee C***
Please see the attached invoice for the scope of work that was paid forThe upsize of the return was not an additional item that was added on and paid forThe owner of Penguin Air, Will H [redacted] had a conversation with the customer and came to a resolution due to the misunderstanding/miscommunicationWe did upsize the return (not to 18" round because it cannot be done), sealed the return and increased the customers maintenance coverage to years [redacted] assured MrH [redacted] that once these items were completed and he received his revised paperwork, that he would dismiss this complaintOn 8/31/our office contacted [redacted] to verify everything was 100% completed and he agreed that it wasWe have done everything that [redacted] and MrH [redacted] agreed to and yet the complaint still remainsWe have attempted multiple times after 8/31/to contact [redacted] to ask that he follow through on his end of the agreement but he has yet to follow up with us or dismiss this complaintWe ask this complaint please be dismissed and removed from our recordsThank you
To whom it may concern, They own company The paper work wasn't given to me up front it was done electronically on his phone, They mailed it to me on April 18, The work is NOT complete the is something called a flute and my piping is a 3" they were suppose to change it to 4" for the specificationsI will be giving them a call to complete this problem see attachment They say carrier, Its the first word
Attached is a itemized invoice as requested by the customer Please let me know if there are any further question ThanksJay K***
To Whom It May Concern,Customer service is our top priority and anyone that is on the maintenance program (it is not a warranty), receives free maintenance visits in addition to priority emergency scheduling, and discounted repairsWe apologize for the first maintenance appointment that was missed due to emergency servicesFollowing that missed appointment our records show the appointment was rescheduled for 6/4, never for any other dateAdditionally, when the customer spoke to our representative last week the appointment was confirmed for 6/- the only change was it was requested to be 2-instead of 8-We have phone recordings to confirm this as all incoming and outbound calls are recorded for quality assuranceWe normally do not provide unit maintenance visits in the 2-time frame but due to the previous error we decided to accommodate the customer as well as increasing the maintenance program for an additional months at no chargeWe are unable to refund anything for this program because it was purchased years ago in lieu of paying for repairs (see invoice attached)Had the customer paid for the repairs they received at that time the cost would been more than the program itselfAlso, the program was priced at a discounted rate when purchasedThe customer paid just over $1,for units to be covered 100% for yearsThe cost of that program is actually $1,so there is nothing to refund at this pointAgain, we apologize for our recent errors but have discussed with the team to make sure this doesn't continue to happen in the futureAs the customer stated they have been happy up until this point; no one is perfect not even a business, but we do strive to improve and have taken this criticism constructively so we may do further training with our team to improve in this particular area
Please see attached invoices documenting the installation and other services the customer has paid forWe have no record that an Air Scrubber was ever purchased or that it was included in the price of their installWe can only go by what we have in the customer's history on their account since the install was over a year agoAll our records indicate the only time this customer was charged for an Air Scrubber is during the visit dated 8/5/If the customer has an official company invoice indicating otherwise we ask that they send us that invoice for review and then we can discuss further resolution (this was already requested and the customer has not sent us anything)Please dismiss this complaint and remove from our records as we have taken every necessary step to resolve this customers concern however they have not provided documentation as requested to assist us with this matterOn 8/24/ [redacted] (son) contacted our office and spoke with our phone representative, ReneeHere are her notes from that conversation: [redacted] CALLED ON HIS MOTHERS BEHALF ABOUT HIS CONCERNS THAT HIS MOTHER WAS CHARGED FOR AN AIR SCRUBBER TWICE - AFTER LOOKING INTO THE SYSTEM I DO NOT SEE ANY OTHER CHARGE FOR AN AIR SCRUBBER NOR DO I SEE IT WAS SUPPOSED TO BE INCLUDED IN THE INSTALL- I DO HOWEVER SEE THAT NEIMA WENT OUT THERE AND INSTALLED AN AIR SCRUBBER ON 8/05/AND WHICH HE GAVE A SPL DEAL W/ WARR AND CLEANINGS PLUS OFF TO COME UP WITH A RESOLUTION SINCE WE INSTALLED THE WRONG UV LIGHTMR WAS ASKING FOR THE PRICE OF UV LIGHT AS WELL / I DONT SEE PRICING IN THE ACCOUNT FOR THISMR IS SEEKING ANOTHER RESOLUTION- I EXPLAINED TO HIM THAT WE NEVER CHARGED HIM TWICE FOR AN AIR SCRUBBER - HE STATED HE HAS AN INVOICE SO I TOLD HIM BEFORE I CAN GO FORWARD HE WOULD NEED TO PROVIDE THAT - OTHER THAN THAT THERE HAS ALREADY BEEN A RESOLUTION TO MR'S CONCERNS.8/24/12:PM
First off I have never heard a word about anything being paid to my insurance companyThe fact that Jay K [redacted] the GM of Penguin Air said that I knew of this payment to my insurance company is total fiction Penguin Air never contacted me to to obtain my insurance information and that is reflected in the fact that the copy of the check shows that an amount was paid to the Hartford insurance companyI have never been a customer of the Hartford insurance company, EVER! So I'm not sure what has happened, but since my actual insurance company was not paid the matter has still yet to be resolved and I still have property damage that was the direct result of Penguin Air
The business lied and said an air scrubber had been installed We were given a choice of an air scrubber or duct cleaningWe chose the air scrubber which is noted on the agreement, written in by PenguinFraudulent company
To Whom It May Concern:After carefully reviewing this customer’s account, we have
found that the full scope of work has been completed 100% per the contractAll
additional concerns have been addressed and resolvedThe invoice is accurately
noted as paid in full with a $balance remainingThe
duct sealing, duct
cleaning, insulation and quality control inspection (QC) have all been
completed (please see attached documentation to support these facts).While we acknowledge there was some miscommunication in regards
to scheduling subcontracted services, we did our best to assist in the quick
resolution of these concerns as they occurredWe have worked with all these
subcontractors before and have never had an issue as described in this
particular situationWe did offer to cancel insulation services and refund the
customer $1,due to the inconvenience of scheduling with RNK Building
Supply, which was rejectedAt this time, that offer no longer stands as this
service has been completed.We apologize for any frustration this situation has brought
upon the customerWe strive to provide top notch customer service every single
timeThis particular job required us to work within the availability of several
subcontractors as well as the customer’s tight scheduling restrictions. Sincerely,Amanda M***Operations Manager
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
Please see attached the invoice dated back to for an Annual Maintenance Agreement that was sold and charged to the customer in lieu of fees to rehang a unit for herThe customer disputed these charges in and we attempted to fight the dispute but they processed the refund to the customer
regardless of the documentation that was provided to themThis was not by our choice nor did we ever accept the disputeWe have never been paid for any of the work that was completed at this customers home and so we submitted her account to collections after she refused to payWe do not have anything in writing on our file supporting the customer's claims that the owner Will promised we would remove her account from collectionsOn the contrary, we have notes on the customers account that were documented by numerous employees over the last years stating not to contact the customer for services and that she had been turned over to collections for failure to payAt this point since *** *** account was turned over to collections years ago, we ask that she handle this dispute with the collections agencyIf she in fact has documentation proving she does not owe this debt they should end their efforts to collectAlso, we would like for MrsKrajewski to mail a copy of that documentation to our office so we can have a copy for our records as wellWe ask that this complaint be dismissed and removed from our record as the customer has failed to provide any validity to her claims and this matter is from years ago so is beyond the complaint time limits for filing
This dispute was filed with the credit card company, three years ago, due to the lack of work performed by Penguin Air Penguin Air did not perform any work to correct the problem A reputable A/C company was hired the day after Penguin Air failed to correct the problem and was able to successfully resolve the issue As per the credit card company information received regarding this matter, Penguin Air was given days to respond to the dispute They did not do so The credit card company has no record whatsoever of any attempt by Penguin Air to contact them regarding this matter There is no debt owed here This debt was not turned over for collections three years ago, as Penguin Air suggests It was turned over in December of 2015, over two years later, which exceeds the statue of limitations.Penguin Air is fraudulent in their attempt to collect any debt and report a fraudulent debt to the credit bureaus. The credit bureau have already deleted the debt from my profile as fraudulent AIP has been notified that the fraudulent debt has been deleted.'The only resolution that I will accept to resolve this complaint is to restore my good credit standing AIP and the bureaus are in the process of doing so.As far as Penguin Air's comments "not to contact for services" they should know that their customer service has reached out to me on several occasions trying to drum up business There is a better chance of seeing pigs fly than every being hired by us I hope people really do rely on the Revdex.com to hire honest, reliable companies and find this complaint helpful in selecting any other company and not be put through this same nightmare three years later
Attached is a copy of the insurance check that was sent from our insurance company to the customer’s insurance companyAs previously explained, the incident was put through our insurance and we received verbal confirmation on 11/23/that they paid the customer’s insurance company at the beginning
of November (check is dated 11/4/16). In addition, we show that the check was deposited on 11/15/The complaint was filed on 11/11/This complaint should dismissed and removed from our records since a resolution was already in the worksJay K*** (General Manager) advised the customer many months ago that we submitted the claim through our insurance and it would be taken care ofAs you can see based on the documentation provided, that was done even if the customer doesn’t recall this conversationWhy their insurance has not contacted them to proceed with repairs is something we cannot answerWe have done our part to resolve the situation, it’s up to the customer to contact their insurance company now to finalize
To Whom It May Concern,The unit was installed as promised per the agreement and per manufacturer specificationsThe failure of the unit was found to be a defective part from the manufacturerThis is not something we could have controlledImmediately following the failure, we acted quickly,
exhausting all of our options to get a replacement part from the manufacturerWe were advised they did not have a replacement part in town and would need to ship from the factoryWe spoke with a manager and requested the part be expeditedWe submitted the parts order immediately following the appointment with the customer on 6/9/6/10/Mrs contacted our office aggressively demanding her unit be repaired immediatelyMrs was verbally abusive and continued to raise her voice using vulgar languageWithout a replacement part there was not much we could doWe attempted a temporary fix but knew that would not suffice and the unit still would not be operating correctlyWhen we ordered the part we were told it would arrive Monday 6/13/Due to reasons out of our control, the manufacturer did not process our request until late afternoon Friday which was too late for overnight shipping for it to arrive on Monday (we did not find this out until Monday and up until that time was still expecting and waiting for the order to arrive)As soon as we confirmed the parts arrival we scheduled our technician for the repairThe repair was completed in a timely manner and the unit is now operating up to manufacturer specificationsWe stand behind our product and understand that while this was a frustrating situation, it is not a common oneWe have honored all warranties and went above and beyond to take care of this customerWe are not able to return the customers old unit as it was recycledAdditionally, we are not able to remove the new unit and reimburse the customer as the unit is now considered used and we could not recuperate our costs associated with the install
Penguin Air has contacted *** and corrected the model numbers listed on the rebate form Mr*** was also contacted and made aware of the clerical error We have since resubmit the rebate to *** for MrButner The unit that was installed was in fact a SEER unit, and the
incorrect model number was entered on the *** rebate form We apologize for the error and have since rectified this Thanks,*** ***General ManagerPenguin Air & Home Services
Firstly, I’d like to share my initial response again as I feel that the information provided should be enough todismiss this complaint and remove it from our records.…2013 for an Annual Maintenance Agreement that was sold and charged to the customer in lieu of fees to rehang aunit for her. (1)The customer disputed these charges in 2013 and we attempted to fight the dispute but theyprocessed the refund to the customer regardless of the documentation that was provided to them. This was not byour choice nor did we ever accept the dispute. (2)We have never been paid for any of the work that was completedat this customer’s home and so we submitted her account to collections after she refused to pay. (3)We do not haveanything in writing on our file supporting the customer's claims that the owner Will promised we would remove heraccount from collections. On the contrary, we have notes on the customer’s account that were documented bynumerous employees over the last 3 years stating (4)not to contact the customer for services and (5)that she hadbeen turned over to collections for failure to pay. At this point since [redacted] account was turned over tocollections 3 years ago, we ask that she handle this dispute with the collections agency. If she in fact has(6)documentation proving she does not owe this debt, they should end their efforts to collect. Also, we would likefor [redacted] to (7)mail a copy of that documentation to our office so we can have a copy for our records aswell. We ask that (8)this complaint be dismissed and removed from our record as the customer has failed to provideany validity to her claims and this matter is from 3 years ago so is beyond the complaint time limits for filing.(1) According to our records we did in fact fight the dispute and provided the credit card company everythingthey required(2) According to our records we completed the job 100% and the customer still disputed the charges throughWells Fargo(3) We do not have anything on record that the owner (Will) promised to remove her account from collections(4) This customer’s account is in fact noted as a “Do Not Contact”. ONCE in March of 2016, an employee intraining accidently contacted the customer. Beyond that she has not been contacted in the last three years(5) According to our records, she in fact did not pay one cent and fraudulently filed a dispute with the creditservices(6) If [redacted] has documentation supporting her claims, then she would submit to the collection agency sothey can discontinue their efforts(7) We have requested copied of said “proof” regarding our failure to do complete the job, another companydoing the job, and Will’s promise to remove from collections. We have not one received documentation fromthe customer and she continues to evade that request(8) The Revdex.com does not handle complaints regarding purchases that were made more than 365 days agoAdditionally, I’d like to add that the Arizona Statue of Limitations for debt collection is six (6) years after theservice/purchase. We are well within our right to pursue this individual for non-payment. We would neverfraudulently submit a customer to collections if we did not have substantial documentation and notes indicatingtheir account was past due.
To Whom It May Concern,Customer service is our top priority and anyone that is on the maintenance program (it is not a warranty), receives free maintenance visits in addition to priority emergency scheduling, and discounted repairs. We apologize for the first maintenance appointment that was missed...
due to emergency services. Following that missed appointment our records show the appointment was rescheduled for 6/4, never for any other date. Additionally, when the customer spoke to our representative last week the appointment was confirmed for 6/4 - the only change was it was requested to be 2-6 instead of 8-12. We have phone recordings to confirm this as all incoming and outbound calls are recorded for quality assurance. We normally do not provide 2 unit maintenance visits in the 2-6 time frame but due to the previous error we decided to accommodate the customer as well as increasing the maintenance program for an additional 3 months at no charge. We are unable to refund anything for this program because it was purchased 4 years ago in lieu of paying for repairs (see invoice attached). Had the customer paid for the repairs they received at that time the cost would been more than the program itself. Also, the program was priced at a discounted rate when purchased. The customer paid just over $1,200 for 2 units to be covered 100% for 4 years. The cost of that program is actually $1,680 so there is nothing to refund at this point. Again, we apologize for our recent errors but have discussed with the team to make sure this doesn't continue to happen in the future. As the customer stated they have been happy up until this point; no one is perfect not even a business, but we do strive to improve and have taken this criticism constructively so we may do further training with our team to improve in this particular area.
Attached is a itemized invoice as requested by the customer. Please let me know if there are any further question. ThanksJay K[redacted]