Penguin Air & Plumbing

Today, Manny Vela performed routine maintenance and system checks on our Heating and Cooling System. We found Manny to be very professional, and he provided valuable customer service. We believe Manny to be an excellent representative for Penguin Air & Plumbing

I have been a Penguin Air customer for several years. They installed my new a/c and heating units and I have the service plan for check ups and needed work. I just had my ducts cleaned and Joey did a great job. The service technicians are alway friendly and professional and the office staff always makes me feel like an old friend when I call. I can't imagine using anyone else for any of my needs.

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.

This is an incredibly trustworthy company with strong ethics and quality workmanship. Troy understood my needs and my installer Jason and his team did a marvelous job. The dual ac hook-up and duct repair were completed without a hitch. Material drop- off and pickup was expertly scheduled. The office staff was stellar in their communications and followup. Workers showed up ahead of time and left my home neat and clean. This company wants customers completely satisfied. They are exceptional! They stand behind their work. They even schedule a secondary inspection once work is completed. Everyone was professional and courteous. Penguin Air and Plumbing deserves an A+++.

Penguin Air and technician Nathan W[redacted] have been excellent! Everything from scheduling the appointment to the actual service visit went very well!

Attached is a copy of the insurance check that was sent from our insurance company to the customer’s insurance...

company. As previously explained, the incident was put through our insurance and 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 dismissed and removed from our records since a resolution was already in the works. Jay K[redacted] (General Manager) advised the customer many months ago that we submitted the claim through our insurance and it would be taken care of. As you can see based on the documentation provided, that was done even if the customer doesn’t recall this conversation. Why their insurance has not contacted them to proceed with repairs is something we cannot answer. We have done our part to resolve the situation, it’s up to the customer to contact their insurance company now to finalize.

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.

VERY GOOD SERVICE BY NATHAN W[redacted]

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]

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.

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 60 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.
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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.

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.

Jason at Penguin Air was professional in all aspects of my units installation

We switched to Penguin Air and Plumbing about mid 2016, from [redacted].

They did there usual checks, as well as install of a new water heater. The staff is greatly knowledgeable and always friendly.

Anyone needing to find a new A/C & plumbing needs to call Penguin Air, they are a great customer service company!

Ralph V. from Penguin Air is an excellent technician. He explained his work to us & was very personable. He talked w/ us about needing to replace our unit in the future but thankfully did not pressure us!

Ryan H[redacted] did and great job fixing our 4 year old Lenox Air conditioner and I would recommend him and his company to anyone looking for a great service company.

Very knowledgable service techs. I feel that Penguin Air truly wants to make their customers happy. They seem to be very fair. I will continue to use them and recommend them to others.

I had a great experience today from Penguin Air Conditioning. My A/C stopped working last night and my home quickly became too uncomfortable to sleep. I was worried it might take several days to have my unit assessed, which would mean more sleepless nights. To my surprise, Penguin Air Conditioning made it a priority to get me back into a comfortable, climate controlled home once again. [redacted] was the technician and was very pleasant and professional. Within 10 minutes my A/C was functioning again properly, with a bad capacitor as the reason for the unit not working. Thank you for helping me finally get some sleep. I can see why they have an A+ rating!

Ryan was SO PATIENT and HELPFUL!! He took TIME to ANSWER my questions & make me MORE INFORMED!! Thank YOU Ryan!!

Sandy

Michael S. is a knowledgeable and courteous service pro who knows what he's talking about regarding plumbing repairs!