Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/09/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company states they serve Maricopa and scheduled me demanded my email and stated they would come today had us wait till 10am called left no message and when I called back they said that's not our area. I just saw their truck on my street

  

  Business Response

  Date: 10/14/2024

  Hello Tina! We have been trying to contact you but have been unable to leave a message as it seems your voicemail is not set up. It appears your address is pulling up in two different geographical locations on two different search engines. Our system uses Google Maps, and Google shows it as Mobile which is just outside our service area. As we have been unable to contact you to confirm your address, and we are unable to dispatch a technician to an address that our system cannot verify, we were unable to service your home. The reason you saw a van on your street is because one of our technicians just so happens to live in that neighborhood. If we can be of further assistance, please do not hesitate to reach out. 

• Initial Complaint

  Date:09/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is definitely price gauging and lying. This company exaggerates the truth, use scare tactics to get money from hard working home owners. I've been a member of the company's maintenance plan for roughly 5 years, however I noticed withing the last year or so they have been the experts at price gauging, making false claims, and exaggerating the truth about repairs. Each time theyve come to my home they have given me a report of a least $1000 to $6000! Each time they do this i call a different resource and theyre report is almost always similar to the truth or completely different from penguin air. This tells me that penguin air is lying and that they like to take advantage of people. I recently started asking them to look at things in my home just to see what they say. Of course i always get 1000 or more for a quote. Then i call a different company and theres nothing wrong or they give me a more honest suggestion on how to get things fixed at better price rather than trying to scare me to pay money i can save for something else. I image all the technicians sit in a board room to be trained on how to gauge, stretch the truth, and use scare tactics. The incentive is bigger bonuses and pay raises for them. They are being taught who to target, key words to say and how to say it. This way of doing business truly saddens me. As a single mom and widow I look for honesty, integrity and customer support. ********************** air cannot be trusted. Also, please if you're gonna gauge do a full assessment of the work needed, the last AC guy didn't even go into the attack. Looking ar the other complaints I'm not the only one. When you read this I encourage you guys to do better. GOD is watching and you won't get away with this much longer. GOD hates cheaters it's an abomination and will put you in h*** Think I'm crazy? The owner needs to ask for forgiveness and mercy and retrain everyone.

  

  Business Response

  Date: 10/10/2024

  Hello Ms. King. We have been trying to contact you in order to resolve this issue directly, but have not been able to reach you at a good time. If your concern is solely our pricing, we are very competitive with other companies in our area. Your technician made a very reasonable estimate based on your concerns, totaling $624. We value our customers and community, and our technicians always have your best interest in mind. If recommendations are made it may be to improve operation, overall cost, or the longevity of your system. Since this complaint was made, we returned to your home free of charge and were able to ascertain your underlying issue. If we can be of further assistance, please do not hesitate to reach out. 

• Initial Complaint

  Date:08/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hired 7/22/24 for ** repair company came out and quickly sold 2 unit upgrade instead of repair. Sold us on a 1 day job. Immediately the install morning there was concern we would not be getting what we paid for. 7 Pm that night we find out they will not finish now we have to find somewhere to go late at night. Next day company comes to finish-cooling is happening but two of the 3 returns not installed. Two left without filters. We have to call. Told yes they're on the sale order but not work order why they were missed. They'll have to order one of the returns. Now a week goes by no contact from them to schedule remaining work. I call and now I am complaining of the shortcomings were being dealt. I request 10% refund due to the incomplete work and customer having to chase them around. 1 week after install we start having flooding in the garage/housewall. The air handler and water pump they installed on separate power sources and their safety wire was faulty. The air handler continued to run while the water pump did not. This flooded our wall and garage. We report it right away. Company doesn't send out tech right away scheduled for 8-10 doesn't show up until almost 2pm no notice of being late. Tech REWIRES their install to run on same power source and the safety wire properly. Tells us it's a power issue not an install issue. That is the way it was installed by them. Speaking to manager is counterproductive they are argumentative , ill-informed and not looking to actually assist the customer to get what they were charged for. Since the flooding they let that sit 5 days wet without being addressed. They have continued to no call no show. They refuse to refund the purchased extended warranties. We can not in good faith continue business with this company when we paid in full and have continually been left hanging and with damage to our home as well as our trust for contractors. See attached document for full ledger of events.

  

  Business Response

  Date: 11/05/2024

  Hello Mr. ******** Since the filing of this complaint, we have come to your home along
  with a representative from the *** and determined that the damage incurred was not
  due to a fault in installation. When we installed your new unit, we plugged the
  condensation pump into the same outlet we unplugged the old pump from. That outlet
  was connected to a different breaker than the ** unit itself. The flooding was caused by
  the breaker connected to the condensation pump being tripped. We have refunded you
  for your extended labor warranties as well as your hotel stay. In addition, we will be
  replacing the damaged portion of baseboard inside your home. We are glad we were
  able to rectify the situation for you.

• Initial Complaint

  Date:08/04/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called Penguin Air out to look at my A/C which was not cooling properly, they came out, replaced the run capacitor, added 3.8 pounds of Freon, which I thought was weird, the house is 5 years old, and we have had no issues to date. The work was performed on 7/24/2024. the A/C started doing the same thing a few days later, I called them again on 8/3/24, the lady said they couldn't come out and could schedule a tech for the next day, I said sooner the better please, the same lady called me at 8:15am today stating they cannot come out and it would need to be rescheduled next week, I explained it is HOT and we cannot wait for them to become available, we need our air fixed ASAP. I would like people to know Penguin Air does not follow through with taking care of their customers in a timely manner, especially in the middle of summer when the needed the most. The so-called repairs they did on our A/C did not work, the tech that came out seemed unsure of what he was doing, the unit made a noise and shut off while he was messing with it, then he started to panic, I think he went around to the side of the house to call someone, not really sure. I reset the breaker and the unit came back on. Perhaps he damaged a circuit board or something. Now we have to call another company and fork out who knows how much money to get it fixed. They need to make it right.

  

  Business Response

  Date: 10/02/2024

  This customer issue has been resolved.  We have processed a refund for the customer of $620.94.

   

  Customer Answer

  Date: 10/09/2024

  
  Better Business Bureau:
  
  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 for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** May
  
   
  

• Initial Complaint

  Date:08/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called 7/28 to have a technician, ****, come out and look at my ** which had stopped working. He came out replaced the fan and the conductor. I asked him before he left if he checked the coils to see if they were frozen, he responded that they weren't frozen. I asked because I have recently remodeled my home and my ** had stopped working and the coils were frozen. Once the fan started working again the water overflowed in the pan and into the home so I wanted to make sure that wasn't going to happen. Then on Monday 7/29 I woke up to water coming from my ceiling onto the floor. I called Penguin Air and asked someone to come out and look at it. I never got a confirmation that anyone was coming. ****, the technician asked me to call him, which i did and they wanted to charge me again to come out to look at something that he caused. I told him i would hold payment on my check, he threatened me with calling the police and putting a lien on my home. I had another ********** come out, they said my coils were frozen, they melted and **** should have waited until that happened to drain the pan before the overflow occurred. ****, the manager from Penguin called me on Monday, I called him back but he wasn't available, and never called me back. I called again on Tuesday the 30th, Wednesday the 31st, and Thursday 8/1. I have never gotten a call back from ****. I called on 8/1 and asked to have someone come out and fix my water damage from their negligence and Cade said it would cost me money again. I am not paying for them to come and fix damage that occurred from the technician not being thorough. He did not give me any pictures of the coils or the inside of the ** and I don't believe he ever checked it. I want them to pay to fix the ceiling from the water damage their technician caused due to being lazy and not doing his job.

  

  Business Response

  Date: 11/05/2024

  Hello Ms. ******* When our technician arrived at your home, he found your 18-year-old
  unit to be in very poor condition. He replaced the fan motor and starting components but
  informed you that repairs on a unit in such condition are not recommended as there was
  no guarantee the system would work after repairs or for how long. During his inspection,
  the technician took pictures of his readings and findings. In one of those photos, the coil
  of your unit is visible and does not have ice buildup meaning that the technician was
  correct that your coils were not frozen.
  When you called in to our office to let us know you had a leak, our customer service
  representative was in the process of scheduling you for an emergency fit in when you
  told him you were just going to call someone else and hung up on him. During this call
  you informed us that you would stop payment on your check if we could not get to your
  home in 30 minutes. When you called us back a short time later, you raised your voice
  
  with that same customer service representative for not booking the service and
  confirmed that you had stopped payment on your check. When we were able to get you
  booked, he informed you that if we discovered damage caused by the work we had
  done you would not be financially responsible. When the technician informed you that
  the leak was unrelated to the work performed the day before, you refused the
  emergency service due to cost. When you told him that you had stopped payment on
  your check, he informed you that Penguin may place a lien on your home as is standard
  for non-payment. Our **** service manager reached out to you on 7/29 and 8/2 but
  was unable to reach you either time. We are willing to send a technician out to perform
  repairs, but seeing as this leak is not a result of any work we performed it would not fall
  under warranty. Please keep in mind that repairs on a unit in such condition are not
  recommended as there is no guarantee the system will work after repairs or for how
  long.

• Initial Complaint

  Date:07/19/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Penguin was called to my home in October 2023 for a leak coming from my ceiling where I change the air condition filter. They diagnosis the problem that one of my lines was clogged. They blew out the line and said that this should help. I was also told that my drainage line was routed to my bathroom tube and it was causing the faucet to drip. Winter had came and gone, I continue to have dripping from my bathroom faucet even though it had been months since I ran my air condition unit. I called Penguin back out in April ****************************************************** the faucet. As the weather became warmer, I began to run my air condition and noticed the same area was leaking as before. Penguin returned to my home and gave me 3 options.1st. Replace the drip pan. 2. Replace the drip pan and the rusting coils inside. 3. Replace the entire air condition unit, because over time if I replaced one thing at a time, it wouldn't be long before additional things began to breakdown and would be in need of repair. I went with replacing the entire air condition unit for $13,000. Eight days after replacing the entire unit, the original drip began again. Penguin returned and and said the condensation pump needed to be replaced. They had a restoration company come out 40 minutes after diagnosing the condensation pump and they place blue tape, marking all of the water damage to my unit, but with no offering to repair this damage. the restoration tech said that I could file an insurance claim and pay the deductible. I don't agree that I should be at fault for their continued misdiagnosis of my unit.

  

  Business Response

  Date: 11/05/2024

  Hello Ms. ***** We understand how frustrating this situation is. You are correct that a
  misdiagnosis should not be your responsibility. This sounds like it was misinformation
  from the restoration company, and I apologize on their behalf. We have since rectified
  the leak as well as sent a restoration company out to have your damage repaired. We
  are glad we were able to rectify the situation and appreciate your patience.

• Initial Complaint

  Date:04/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Finally got around to scheduling the plumbing inspection 3/11 when the tech showed up he told me everything that he was going to look and this would also included a water heater flush.After the inspection was complete, he let me know that one of the toilets would need a phalanges replacement, which we agreed to do because he was already here. I was told the price, I thought was rather high, but was told I'd be receiving a copy of the invoice and a copy of the inspection report.After over 3 weeks of not receiving either. I decided to reach out by email and was provided a copy of the invoice for the service on 4/3. I immediately had a question regarding why I was being charged for labor x2. After getting a quick response that that would be looked into. I had to reach back out on 4/15, almost 2 weeks later because I still hadn't received a response. Her reply was that it was two hours worth of labor. I questioned this and provided the reason he was at my house in the first place, which was an annual inspection as part of my contract that was free of charge and should not have been billed for 2x 273.90 I agreed that an hour of labor should be billed, even though the service was not that long I get having set prices by the hour. I asked that this be reviewed and provided timestamps.Here we are 4/26, and still no response from the company.

  

  Business Response

  Date: 04/30/2024

  This dispute was handled and a refund was already agreed to and processed. 

• Initial Complaint

  Date:04/17/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The technician came out and said that we needed three different items for air conditioning unit according to the meter reading. I had a checked out with another person and he said that my capacitor on the air conditioning and furnace was just fine. Also, the technician supposedly checked the air condition unit in my attic, which would not be possible because its been sealed and not open since we lived here. The reason I know this the other person came up in the attic and showed me. Obviously, he did not let me go up there with them because of insurance concerns using their latter. Now I know why he didnt let me up there obviously is integrity Has to be in question specially, when I had a double checked with someone else. I tried two times to contact them about their technician, but they have not returned my call for two weeks now , I would definitely be leery of this company and some of their technicians. Its like going into a car dealership and trying to give you extra maintenance that you dont need. Sad!

  

  Business Response

  Date: 04/30/2024

  Our tech inspected unit and did provide proper maintenance information. He did let customer know the following in the invoice and findings: The capacitor was close to out of tolerance, the unit was not equipped with a hard start or a wet switch both of which we would recommend. We also recommended cleaning out the condensation line as there was residual signs of water in the second pan. None of these items indicted the unit was malfunctioning at the time of inspection and were simply maintenance recommendations. If we did not report back when parts are out of tolerance or when upgrades could help to prolong the life or increase the safety of the unit, we would not be doing our job. Mr declined all suggestions. We left after collecting the $10.00 fee. As Mr. is not satisfied, we will refund the $10 fee. 

• Initial Complaint

  Date:11/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After reviewing and determining what repairs were needed, the company gave us a consolidated repair invoice showing just the total cost of the repairs. Our insurance company requested an itemized invoice showing what repairs/actions were taken, if another company was also paid for work done, and the specific charges for each. I called the company and asked for an itemized invoice. I was told that Penguin does not and will not provide this information. As a result, our insurer, USAA, will not consider covering any of the repair cost involved.

  

  Business Response

  Date: 12/14/2023

  An invoice summary with the break down was emailed to the customer on 11/28/23 at 4:39 pm. We show it as sent and received but we got no opened notice from the client. We do not have a direct email for the insurance company so Customer will need to forward the invoice summary to his claim agent. We have resent the invoice summary today. Both email were sent to *******************. We left voicemails for the customer today to reach out to us if he having any issues receiving the invoice summary to the email provided for his account with us.

• Initial Complaint

  Date:08/22/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Poor service, price gouging!

  

  Business Response

  Date: 08/23/2023

  The unit was installed 6/14/2021 & came with a 10-year parts warranty from the manufacturer & a 1-year labor warranty from Penguin Air. The first call Penguin Air received stating the ac was down was received 7/5 at 8:38 am (Not July 2nd). Tech arrived at their home 7/7 at 2:38 pm (2 days later not 4). We diagnosed a leak in the coil & ordered parts. Customer was advised of part back order as documented in their invoice. Customer wanted temp cooling, so a refrigerant charge was offered. The charge for the leak search and refrigerant total was $1536.12. Customer understood there would be no warranty. Customers called back on 7/12 (5 days later not 2) at 6:13 pm stating the unit was not cooling again. On 7/13 (the next day not 4 days later)at 2:49 pm ***** arrived & confirmed a secondary issue with the compressor.We agreed to replace the compressor with no extra labor charges as a customer courtesy. On 8/2 we were able to deliver a portable unit at no cost to customers to assist in cooling while waiting for parts. Although the customer was also calling *******, the parts did not arrive until 8/11, at which time we came out & did the repairs. The compressor provided with the coil was not the correct compressor, so we did call & have them supply a new one which arrived 8/14.All repairs were completed & the unit was cooling on 8/14. The charge was $1389 for the coil change & $0 for the compressor. The fee included Labor,new labor warranties on repair, warranty parts processing, taxes etc. Pricing was provided at the original diagnoses when part was ordered. It is also important to note that the part warranty is through the manufacturer not Penguin Air. We are at the manufacturers mercy to provide the parts under warranty. In addition, any other ac company could have been used under the parts warranty. However,this would not have sped up the receiving of the parts which were on back order.  All call recordings & time stamps can be provided to the BBB upon request.