Penguin Air & Plumbing

Highly recommended, Justin Munos! Justin is personal, professional, enjoys what he does and is the most knowledgeable in his field. Please don’t take my word for it but experience his work ethic. Best experience I’ve had yet when having my A/C Unit inspected.

This complaint should not be filed against us as the communication and scheduling issues are with a different company. The staff at Penguin Air & Plumbing have gone above and beyond to assist with coordinating repairs for the customer. To our understanding, Mr. [redacted] has not even been present...

onsite during most of this process and is getting his information from other family members. Penguin Air & Plumbing has reviewed all information regarding the customer's concerns and found that often the details Mr. [redacted] shared with us were "facts" that were either a miscommunication or grossly exaggerated. We are guessing this is by no fault of his but merely the error of the "grape vine" style of communication. Additionally, multiple staff members of Penguin Air & Plumbing have contacted the customer numerous times (both via phone and email) to make sure everything was being taken care of and the customer failed to respond to us in a timely manner or sometimes even at all, then turns around and claims no one is communicating with them. We have phone recordings and copies of emails if the Revdex.com requires additional proof to support these facts. Please dismiss this complaint and remove from our records since the complaint at hand is not in regards to Penguin Air & Plumbing and instead should be filed against the company that is responsible to complete the contracted repairs.

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, 2016. 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 specifications. I will be giving them a call to complete this problem.  see attachment They say carrier, Its the first word

Again, as previously stated we have no record of an Air Scrubber ever being offered, paid for or installed other than the visit in August 2016. We have asked numerous times (even in our original response to this complaint) for the customer to provide us with copies of the documentation they say they have that states differently than what we have on file. To date we have not received any documentation from the customer. We are unable to confirm their claims and cannot refund monies or find a resolution for the customer that they deem satisfactory until we have all the facts and documentation. We are willing to re-evaluate if we are provided all information necessary to make a decision, however, if the customer is unwilling to cooperate there isn't anything else we can do besides go by our internal records. If you review the official installation invoice we have on file ([redacted] was submitted with original response) it clearly shows that a duct cleaning was included in the scope of work. No where is an Air Scrubber noted.

When [redacted] wrote up the agreed upon contract with Mr. [redacted], that he then paid in full, never had a custom bar type filter grill listed on the contract.  This is why the installers were never instructed by [redacted] to install the custom bar type filter grill.  It was not a part of the...

agreed upon contract.  I believe Mr. [redacted] had our contract confused with another companies as he was receiving multiple bids.Since the bar type filter grill was never a part of the agreed upon contract I feel this complaint should be dropped.  Penguin Air completed all of the work to satisfactory form as agreed upon on the original contract in which Mr. [redacted] paid in full.  Even though we believe this complaint should be completely dropped as it was not part of the contract I did contact Mr. [redacted] and we have succesfully installed the custom bar type filter grill that he requested.  We are a very customer service friendly company and we wanted to make sure Mr. [redacted] was very happy with us in the end regardless of what the contract listed.  We are very proud of our good reviews, our A+ rating, and the fact that we have 0 complaints on the Revdex.com. Thanks, [redacted] General Manager [redacted]

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.

Please see attached invoices documenting the installation and other services the customer has paid for. We have no record that an Air Scrubber was ever purchased or that it was included in the price of their install. We can only go by what we have in the customer's history on their account since the...

install was over a year ago. All our records indicate the only time this customer was charged for an Air Scrubber is during the visit dated 8/5/2016. 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 matter. On 8/24/2016 [redacted] (son) contacted our office and spoke with our phone representative, Renee. Here 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 8/05/2016 AND WHICH HE GAVE A SPL DEAL W/ WARR AND CLEANINGS PLUS 800.00 OFF TO COME UP WITH A RESOLUTION SINCE WE INSTALLED THE WRONG UV LIGHT. MR WAS ASKING FOR THE PRICE OF UV LIGHT AS WELL / I DONT SEE PRICING IN THE ACCOUNT FOR THIS. MR 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.8/24/2016 12:07 PM

Mr [redacted] was provided with the quote 3/13/2017 on his first invoice during the AC tune-ups that showed the coil replacement was $1,600.00 and all inclusive, and no where did it state the repair would be exactly 4 hours.  He then scheduled to have the work completed on 3/20/2017.  That...

being said the technician was on site for just over 2.5 hours, had just over .5 hours of drive time, then had a total of 1.25 hours of Warranty paperwork, returning the warrantied coil, and drive time doing so.  The total job time was over the 4 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.  Mr. stated 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 specifications. We feel this is only a price issue as stated by Mr [redacted] and is out of the Revdex.com's purview.

First off I have never heard a word about anything being paid to my insurance company. The 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 company. I 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.

Attached is a itemized invoice as requested by the customer.  Please let me know if there are any further question.  ThanksJay K[redacted]

To Whom It May Concern,Please see the attached signed install agreement/invoice that was provided upfront to the customer prior to the work being completed. Day & Night is a product of the Carrier family (they are all manufactured by International Comfort Products). The agreement clearly shows...

Day & Night noted. We have apologized to the customer due to the misunderstanding/miscommunication and have increased both the maintenance plan and labor warranty ($3,280 value of free upgrades) for customer satisfaction. The equipment has been installed properly and is running up to manufactures specifications. We have pictures and notes on the file indicating the job has been completed 100% but if there is something remaining to be done that was under the agreement, we would be happy to complete. We ask that the customer contact our office to schedule remaining portion of work. At this time we are unable to give a refund for this job since it was installed per the signed agreement.

[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 said. The reason I became upset was because the lady Amanda was extremely rude and said they already paid for the expedited shipping. I became upset because I was giving the company 10000 for a device that wasn't working. Also 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 cheap. That does not make the customer feel good about a device that they spent $10000 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[redacted]

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 ago. We have notes in our system and proof through our insurance that we filed the claim and they paid out on the claim. This shows good faith on our end to resolve this complaint. Why 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 claim. We received verbal confirmation on 11/23/16 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 11/15/16. The complaint was filed on 11/11/16. 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 control. We urge the customer to contact their insurance and inquire about this claim. We 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 paid. This 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.

10/27/2015RE: Complaint ID# [redacted]To Whom It May Concern:After reviewing the customer’s account we have found that the job was completed in its entirety per the agreed contract. The customer’s concern regarding the repair of the parapet (pony) wall has also been resolved. After the repair was...

completed, we sent a representative from our company (in August 2015) to do a quality check to make sure it was to satisfaction, at which point it was agreed that it was.We agree that there was some miscommunication and scheduling conflicts with the subcontractor that ultimately resolved this issue in the end. We have since re-evaluated our relationship with this particular subcontractor and chose to fire them as we found they were not a good representation of our company and the standard at which we require for our customers.We apologize for any inconvenience this situation has brought upon the customer and have followed through on our end to ensure it was resolved.Sincerely,Amanda M[redacted]  Operations Manager

Please see the attached invoice for the scope of work that was paid for. The upsize of the return was not an additional item that was added on and paid for. The owner of Penguin Air, Will H[redacted] had a conversation with the customer and came to a resolution due to the...

misunderstanding/miscommunication. We did upsize the return (not to 18" round because it cannot be done), sealed the return and increased the customers maintenance coverage to 5 years. [redacted] assured Mr. H[redacted] that once these items were completed and he received his revised paperwork, that he would dismiss this complaint. On 8/31/2016 our office contacted [redacted] to verify everything was 100% completed and he agreed that it was. We have done everything that [redacted] and Mr. H[redacted] agreed to and yet the complaint still remains. We have attempted multiple times after 8/31/2016 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 complaint. We ask this complaint please be dismissed and removed from our records. Thank you.

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.

Unfortunately, Penguin Air & Plumbing has still failed to provide an invoice containing a cost breakdown. While I understand, by-law, they are not required to provide that information and in a case such as this, I had hoped they would feel somewhat obligated to provide such information in an attempt to bring some closure to this complaint. If I was charged a reasonable cost for the listed repair, then why the refusal? In regards to their response to my complaint, I agree that I authorized the work to be completed and I take full responsibility on being a naive consumer. I should have contacted at least one, if not two, other competitors in order to get a bid on this repair. However, their response focused more on me disputing the price rather than addressing the original complaint of not being provided the cost breakdown form as I had requested multiple times. In light of their brief response, I still maintain the opinion Penguin Air & Plumbing substantially overcharged on this warrantied repair. As a result, I will no longer use Penguin Air & Plumbing for any services, nor would I recommend this company to any friends or family.

To Whom It May Concern,We are a paperless company which means we do not provide hand written estimates/invoices. The customer was given multiple options which were emailed to her for her review. Our system shows the customer successfully received all of the estimates (our database tracks when an email we send is opened). Additionally, no where during the decision process or at the install did the customer bring up the concern that she was not getting a Carrier unit since the agreement showed Day & Night as well. Again, we have apologized and have increased both the maintenance plan and labor warranty ($3,280 value of free upgrades) for customer satisfaction. The equipment has been install properly and is running up to manufacturers specifications. We would be happy to take care of any remaining items when the customer calls in to schedule with us as she stated she would be doing. At this time we will not be issuing a refund for this job since it was installed per the signed agreement.

Excellent service. Arrived promptly, performed service professionally.

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.