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Business Profile

Basement Contractors

Penguin Basements Ltd

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Basement Contractors.

Complaints

This profile includes complaints for Penguin Basements Ltd's headquarters and its corporate-owned locations. To view all corporate locations, see

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Penguin Basements Ltd has 5 locations, listed below.

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    Customer Complaints Summary

    • 5 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:27/11/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      From early September 2022 to mid December 2022, Penguin Basements proceeded to complete a 6 week job as they quoted with much reluctance and lack of cooperations from their third party contractors. Work site supevisors never showed up and the electrician hired harrased us on several occasions. Since the job has been completed, we have had no problems with the finished work and were assured to be protected under a 2 year warranty. In early October 2024, one of the light fixtures in the basement began flickering constantly. Furthermore, one of the dedicated plugs for the freezer which had skipped the breaker on two other occassions finally tripped the breaker a third time resulting in a loss of all our frozen food. I contacted Penguin Basements and I have yet to recieve a response about them fixing these issues. Knowing well how they have operated with me during construction, I expect they are attempting to wait out the expiration of the 2 year warranty to tell me that there is nothing that can be done anymore.

    • Initial Complaint

      Date:23/08/2023

      Type:Billing Issues
      Status:
      Resolved
      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.
      We had been working with Penguin Basements to have or new home’s basement finished once we moved in. We signed a estimate in Jan 2023 to say we would go forward with Penguin once we moved. Unfortunately, the builder kept delaying and we didn’t move in until April. Our finances then changed for the worse as the real estate market had crashed and our money we thought we would have was gone! I tried to cancel in May after talking with my bank and The owner eventually called me to try and talk us into financing with no payments for 9 mo’s and insinuated that our deposit was being held, we agreed that maybe this could work. We were declined on the loan initially, however, they eventually reached back out to us to reapply again. We were somehow approved, so we looked at the basement plans and asked for another estimate. The quote had more than doubled than what we had discussed prior and we were being pressured to sign back the estimate right away. We certainly didn’t appreciate these tactics and knew this was far more than we can afford. I have reached out to Guy to get our deposit back, less $250 which it states on the back of the estimate. This would give us a refund of $2,250. Guy is now implying that due to phone calls and some drawings(which we initiated ourselves by sending them our drawing), that we’re out all of our money??? How is this possible? I have had another contractor go on a **** call with us, send us some sketches and never got charged a dime?
      I feel like they have our money ******* and will not terminate the file.

      Customer Answer

      Date: 24/08/2023

      Good afternoon,

      I had filed a complaint to get my deposit back from Penguin Basements earlier today. Ironically I was able to resolve the situation with the owner just now. I will no longer need your assistance in this matter. 

      Thank you

      ***** *******

    • Initial Complaint

      Date:13/12/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 basement was contracted on July 28n 2022 to complete my basement with a walkout . They were given money to obtained the various permits. Penguin basement told me that they had the permit when in fact there was no permit . They started the the basement and there was no permit and they **** while i was away on vacation that they had it. i came back from vacation to find out that they started without any permit . i immediately stopped them and reported them to the city ** *******. The inspector from the city came and issued the order for them to remedy the situation within 14 days . **** ******* *** * ********* ** ******* **** *** ***** **** ********* . A hole was dug in my backyard , my basement wall cut and left exposed to the elements .Several phone calls and text messages went unanswered . There charged me$244,000k to complete my basement. I had called for an engineer inspection and their own Engineer concluded that the structure of my house was compromised. Penguin Basement took no responsibility for what they did . My backyard was left looking like a tornado had swept thru . This company is a disaster and homeowners need to be aware of their ******** behavior.

      Customer Answer

      Date: 15/12/2022

      NO PAYMENT HAS NOT BEEN MADE , ALL THE WORK THTA WAS DONE , HAS NOT PASSED INSPECTION 

      Business Response

      Date: 27/02/2023

      ******* **** is now a legal file where we have a lean on the property. We have perfected the lean.

    Penguin Basements Ltd is NOT a BBB Accredited Business.

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