Penguin Air, Plumbing & Electrical

Garrett did a fantastic job showed me pictures of my HVAC unit I was unaware of a lot of things. He’s very excellent at how he does his job. Much appreciated.

Misleading and Unfair Business Practices / Membership Misrepresentation Hello Penguin Air, I'm reaching out regarding my $20/month Penguin Air membership. When I enrolled, I was verbally told it included "annual air conditioning maintenance and cleaning". Your website confirms this benefit, listing "Annual Air Conditioning Maintenance and Cleaning" and "Outdoor Equipment Cleaning." I've attached screenshots from your website. Any reasonable customer would interpret this language to mean cleaning the unit itself, not just the exterior casing. When the technician arrived, I was told that cleaning is not included, and that "outdoor equipment cleaning" refers only to cleaning off the outside. That interpretation is inconsistent with your verbal representations and advertising, and it constitutes an unfair and misleading business practice. The current explanation relies on an after-the-fact technicality, interpreting "Outdoor Equipment Cleaning" as cleaning only the exterior. That interpretation is unreasonable and inconsistent with the plain meaning of the advertised language, and no reasonable consumer would understand it that way. To resolve this, I'm requesting one of the following: Honor the membership as stated and complete the full outdoor unit cleaning, keeping the membership fees I've paid to date OR Issue a full refund for all membership payments. Your technicians were extremely polite, professional, and a credit to your company. It's unfortunate that this misleading membership practice means I can no longer continue doing business with Penguin Air, as I had otherwise been impressed by the service staff. Please confirm how you'll be resolving this matter. AFTER SENDING THIS EMAIL, not only did they continue to charge me for the membership but, when I called, Jenna stated that they were sorry I "feel" that the language was misleading, but they will not refund any of the membership, even the charge they gave me after I told them I wanted to cancel. And that it doesn't matter that I "feel" the language was misleading, they don't clean any equipment that is inside the home. But we were being charged an extra $300 to clean the condensate line. The condensate line is literally just a PVC pipe that connects to the AC and runs, EXTERNALLY, over the roof of our house and drips off the side. So not only did they refuse to honor the terms of their membership, but they continued to bill me even after I told them I wanted to cancel and refused to refund even that charge. Oh, and they didn't even clean the external coils, as THEY interpret the language of the membership to mean, because they didn't FEEL it was needed, even though I was paying for it! RESPONSE TO THEIR RESPONSE: As you can read. Penguin took it upon themselves to continue charging me after I told them to cancel, so that they could have a chance to "improve my experience" by stealing from me. That sounds logical . And though they claim they tried to reach out after I sent that email, we have no missed calls, no voicemails, and no response to that email.

All I can say is RUN don’t walk away from this place. I have held my tongue for very long after it took them 4 times to correctly install an AC unit which over the years has cost us so much additional money. They didn’t install it correctly which has caused a motor to go out after a minimal time, heater coil went out, charged us under a warranty for things they didn’t even do , transferred us to another AC company because they destroyed people in Tucson then left, and the other company the transferred us to didn’t honor the same “warranties” we were guaranteed after they destroyed our house, on top of that floor damage because they had water condensation leaking in to our floor boards, and then today we learn that this entire picture below is a crap show. It shouldn’t look like this. This was the last horrible thing to happen to show us they totally don’t give a damn about your house, safety or anything but money. It’s dangerous for one and we could have been electrocuted if we barely touched the top piece we found out . A horrible horrible horrible job. That cost us thousands of dollars , stress over these years , and a u it so loud you can’t even hear yourself think, and the worst experience ever. I wish we never trusted them. They are true money scammers and they seem great at first and almost your friend until they screw you over with the worst jobs. I just want to save others … they have a horrible rep in the AC community from any installers that have helped us now. Stay away!!