Penguin Air, Plumbing & Electrical

Technician Tim went above and beyond with explaining HVAC system- how it worked, what causes the break downs and how to avoid costly repairs by having them come out every 6 months and check ( they have an excellent monthly plan 20$ per month for services and discounts which are amazing for plumbing, electrical and HVAC!!) He was just fantastic and customer services was impressive. He didn’t try to upsell me at all and was very honest and trustworthy! That’s all we want as homeowner customers- be honest, reliable, efficient, and treat us like family! I am now a member of the Penguin Family! ❤️

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.