Penguin Air & Plumbing

Thanks to Penguin Air for the new heat pump installation, the professional way they did their jobs, a special thanks to Steve and Ryan for their attention in getting the system up and running, the cool breezes are much appreciated, I will definitely recommend them to everyone

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

[redacted] was very thorough and his exam of my A/C HVAC system. Noting that The condenser and the evaporator coils needed to be desperately cleaned. he explained all the steps taking pictures and showing them to me.

[redacted] was the best tech. He totally diagnosed and fixed the problem. I called at like 1 pm and he came out that same day. I was totally comfortable with him in my home. Thank you!!!

Penguin air was awesome and Jesse the tech was knowledgeable and honest and explained what was happening very well great job penguin air I will use your services again

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.

[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.]

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,

Professional, ethical service. Great warranty. Friendly, hard-working installers. Quick turn around to get installation. Quality materials and service. Very pleased and would highly recommend to anyone.

Penguin Air is the best! [redacted] all showed up on time! Neat and clean! Not like the other companies, dirty and sweaty! Penguin Air guided me through the entire replacement process. The new system is great! I am extremely happy! The customer service at the office is also superb! Thank you, Penguin Air for all of your help! You get my vote and my business!

Installation of a new rooftop air conditioner went very well the install techs (Rafael G. and Matthew L.) were proficient at doing their jobs. The old unit was removed, the site

was prepared and the new unit installed. All of my questions were answered completely and I would highly recommend this company.

5 star service! Could not recommend Penguin Air and Francisco more.

Very helpful and reliable I would recomand Penguin Air to my family and friends

Very informative and great value to have the expertise on HVAC during the home inspection at no charge to agents/buyers. Great idea and appreciated.

Excellent work done in installing my AC unit. Installers were very courteous and careful in removing the old AC and air handling unit.

I had my air condition unit serviced by Jesus Perez who actually saved us from a future disaster. In our attic our unit was leaking and almost overflowed the drip pan. The next step would have been water coming through our ceiling. He took the right steps to correct the problem. He's very knowledgable and explains very well.

Our a/c went out on a Sunday afternoon of a 3-day weekend. We called Penguin Air and they were very responsive. We had a technician at our door early evening. Nathan W[redacted] was our technician and he was awesome! He explained what needed to be repaired very thoroughly and was very helpful. We will definitely use Penguin Air again.

Troy was very professional, explained everything , would definitely use Penguin Air again and feel confident in referring friends and family.

Had a good experience speaking with rep. He was patient, provided sufficient explanations about repair work needed & answered my questions. We could openly discuss prices and find paths to negotiating a win/win outcome. I feel that they are reliable and honest and care about their customers needs.

Review: Purchased a new air conditioner unit on 07/02/2015. The unit was installed on 07/08/2015. During the installation process the technicians damaged a pony wall around the unit as well as tore apart the ceiling access to the attic. Have been trying to get it fixed ever since with no action occurring from Penguin Air representatives. I call and leave messages. My wife calls and leaves messages. We talk to the receptionist who says they are going to get their manager involved and tells us someone will call us but no one ever does. I will be filing complaints with everyone until I have my residence back to the condition it was prior to hiring this company.Desired Settlement: If Penguin Air does not fix the damage, I will hire my own contractor and file suit for the cost of those repairs. I am proud of my place and feel taken advantage of and disrespected.

Business

Response:

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

Consumer

Response:

[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.]

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,

Signed up for AC Tune Up, the technician was not confident about his diagnosis about a problem with my 4 year old AC unit. Said it's probably covered in my warranty & he'll set up a warranty person to come out.
Glad I got a second opinion, because it was a much easier fix, that did not necessitate the labor charges the technician thought would be the case.
Not a good way to do business, people that come out should know what they are doing.
Suggest people steer clear of this business, because of this practice.