ComplaintsforPenguin Chillers
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Complaint Details
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Initial Complaint
06/24/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Our unit from this company is less than a year old. It has broken down multiple times. The company keeps sending back responses implying that our care/placement for the unit is our fault. We have spent **** *n shipping over the last 6 months to have unit repaired and it takes several weeks to get an update on what the issue is. They send it back and the same issues happen again. We have been without our unit for a total of 2 months out of the 9 months that we have had it in our possession and nothing new seems to be done.Business response
06/26/2024
Subject: Response to *** ********* ********* * ******* ********
Dear BBB Representative,
Thank you for bringing the complaint filed b* *** *** *** ********* ***** ********** to our attention.Reviewing the Situation:
The *********** unit has experienced cooling issues on three separate occasions within the past nine months. We acknowledge that this has caused significant disruption for them.Previous Service: Our support team addressed cooling and flow issues in January and April of 2024, we provided prepaid shipping labels to the customer to ship the unit to us and covered shipping back to the customer. The repair in April was not something usually covered under warranty, but as a courtesy we did not charge for the repair nor charge to ship the unit back to the customer. Any shipping costs the customer incurred was from them having a shipping service box up the unit to ship it in for repair. We provided shipping instructions but did not require them to use a shipping service. On one of these repair occasions our area experienced unprecedented snowfall / freezing conditions and the entire multi-county area was shut down for a week, including our business, until it was safe to drive on the roads. This impaired our ability to address the situation in a timely manner.
Latest Repair Attempt: After confirming proper setup with the customer, we offered to replace the unit on June 24, prior to receipt of the BBB complaint.
Proposed Resolution: We reached out to the ********** directly about sending them a new unit at no cost to them:
Replacement Chiller: We have the new unit ready to ship and are waiting for the customer's response.
Additionally, we are providing a new one-year warranty on the new unit.
Thank you for your time and consideration. We appreciate the opportunity to address this matter and maintain a positive business profile with the BBB. Please let us know if you need anything further.Sincerely,
The Penguin Chillers Team
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Contact Information
Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.