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:07/08/2025

  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.

  On June 15th at approximately 8:30 PM, I contacted Penguin Air at ************ regarding a power outage. I spoke with a *** who quoted $1,698 for the repair. When I questioned the high cost, I was told the part needed was very expensive. I had no way to verify that, and since our power was out and the situation was urgent, we felt we had no choice but to proceed. ***, informed us the part was not on the truck but could be picked up Monday morning, and the repair would be completed shortly afterward. Meanwhile, we had just stocked our refrigerator and had no way to preserve the food. The outside temperature was 108F, and the home was heating up quickly. Given our age (both in our 70s) and health concerns, remaining in the home was not safe. We were forced to check into a hotel for the night.Around 630am the technician called and arrived shortly after. He tested the old breaker and informed me it was no good, even though it was able to be reset. He then went out to his truck and returned with what I assumed was a new breaker taken from an open box. However, I later noticed the box was for a smaller breaker than the one installed.Upon closer inspection of the replaced breaker, I saw it was used. At no point was I informed that anything other than a new breaker would be installed. In addition, my original 150-amp breaker was replaced with a 200-amp breakersomething that appears unnecessary and potentially inappropriate for our system.After speaking with a friend who is a licensed general contractor, I became suspicious. He strongly advised me to call other electrical companies to compare pricing. I contacted three other electrical firms in the Valley, and all of them agreed that $1,698 was an excessive chargeeven for an emergency. They also stated that most companies would not perform such a replacement without *** first shutting off power to the panel for safety reasons.I called Penguin Air and have had no response from the owner or CEO.Picture: part replaced

  

  Business Response

  Date: 07/14/2025

  Hello *****! We are sorry to hear that you are unhappy with your experience. Given the age of your panel the only replacement breakers available are ones that have been refurbished - as was discussed with your technician. We assure you that no parts or equipment installed by Penguin are used. 
  We hope that your conversation with our electrical service manager was productive in answering your questions and seeing the value of the service provided. If you have any further questions, please do not hesitate to reach out to our office. Thank you!

• Initial Complaint

  Date:07/07/2025

  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.

  *** requested service and got denied. The capacitor failed in June 2024 and again in June 2025. Why is this failing every year? I dont think I am out of bound requesting a second look. The unit from plus the unit has a manufactures warrant and labor though Penguin Air. May 5th my AC unit had the preseason check tune-up service. Monday 6-30-25 My AC went out at 10 PM. I called and got an AI answering service who took my request. Monday 6-30-25 I called every number I could find in my neighborhood and found a company that could come out to check my AC. Monday 6-30-25 Just before midnight the other company came out and ***laced my capacitor and got me back up an running. Tuesday 7-1-25 I called and spoke to a phone service *** requested a manager level service tech come out to check my AC. He said he was going to give my info to his manager and they will call me back. Thursday 7-3-25 I called again and requested manager level service tech come out to check my AC. The phone service *** said she was going to give the info to her manager. Thursday 7-3-25 I received a call from a manager who explained she is not a technician but denied my request to have a manager level service tech come out. She said the reason is my unit is working.

  

  Business Response

  Date: 07/07/2025

  Hello ***!
  You have not been denied service it is simply that there is no service to provide.
  As we have explained at length, we cannot diagnose a unit that is not experiencing any issues. In the case that your unit ceases to cool your home or function as normal, we would be happy to come out and perform and inspection.
  While unfortunate, it is not unusual for a capacitor to need replacement. It is for this reason that the manufacturer warranties the part for 10 years. While we would have appreciated the opportunity to help, the other company you called should have provided you with a report following their inspection and repair similar to what we provided after your inspection in May. 

• Initial Complaint

  Date:05/12/2025

  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.

  On Friday May 9th, 2025 I called Penguin Air to do a service check on my Ac unit. The unit was turning off when cooling the house bellow 76 degrees, causing my electrical breaker panel to pop. Penguin air scheduled technician Braddlie Hunter to do a service call on Saturday May 10th, 2025. Braddlie arrived on Saturday morning around 11Am for the service call. Upon arrival Braddlie asked me where my unit was located as well as my electrical panel. I showed him to both locations. He began taking off the front panel of the ** unit to begin diagnosis. Shortly after, Braddlie called me over, showing me that my compressor was pulling too many amps/volts causing the unit to short, causing the breaker panel to pop. He informed me it was a compressor issue and the cost to fix that would be $4,000.00 or a new system totaling over $15,000.00. Braddlie then took a payment of $69 for the call out and left. About an hour later, Falcon Air-conditioning was out to my house because the house was no longer even cooling to 76 degrees. Immediately upon arrival and taking off the panel to my unit, the technician noticed my two stage compressor had been unplugged from both sides, causing the amp and voltage testers to read a much higher number. The technician from falcon air re connected the compressor and was able to get perfect voltage and amp reading on his equipment. He informed me nothing was wrong with my compressor, and the reason the house was not cooling was because the previous tech from Penguin air had disconnected my two stage compressor to show me faulty readings. The air conditioning unit is running flawlessly now and I saved a potential $15,000.00. A call was made to penguin air Saturday May 10th at 12:42pm requesting to speak to a manager regarding this situation and I have not heard back from them.

  

  Business Response

  Date: 05/16/2025

  Hello Mr. ******* Thank you for taking the time to share your concerns regarding your recent service visit with us. We truly value your feedback and take your concerns very seriously. Since receiving your initial complaint, our team has attempted to reach you twice to discuss the matter further, but unfortunately, weve been unsuccessful in making contact. We would still welcome the opportunity to speak with you directly to better understand your experience and work toward a resolution. Additionally, we have reviewed the details of your appointment and our records indicate that your unit was not functioning properly at the time of our visit, which was the reason for your service request. Given that, we do find it difficult to see how the unit could be working perfectly shortly afterward without any significant repairparticularly if the compressor was indeed malfunctioning or disconnected. That said, we are committed to getting to the bottom of this and will be internally addressing this matter promptly. As a gesture of good faith, we will also be refunding the $69 service call fee. Please feel free to reach out to us directly at your earliest convenience as wed like to resolve this matter appropriately and restore your confidence in our service.

• Initial Complaint

  Date:04/23/2025

  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.

  2023 our 10 yr. Old unit failed. Had a great technical come.out and let us know it was done for. We were provided sales literature about a beer unit more efficient with a ******* unit 2 stage 5 Tier. Installed in July 2923 and failed day one, fight ti get them ti come out ans swap unit instead of servicing it. Since then we have had repairs and complete failures of the unit every 6-8 months. Aa of March 2025 had techcan out and had further issues and more technicians and issues. Finally our unit was fixed late March and now fast forward April 23rd another complete failure, have requested ole 2-3x times In 2023, our 10-year-old HVAC unit failed. A technician came out and confirmed that the unit was beyond repair. We were provided sales literature promoting a more efficient systema ******* two-stage, 5-tier unitwhich we agreed to have installed in July 2023. Unfortunately, the new unit failed on day one. It took persistent effort just to get the company to replace the defective unit rather than attempt repairs on a brand-new installation.Since then, the problems have continued. We've experienced system failures every 68 months, each requiring repairs. Most recently, in March 2025, we had another technician visit due to ongoing issues. Despite multiple service calls, the unit was only temporarily restored to working condition in late *********, less than a month lateron April 23rdwere facing yet another complete failure. I have made multiple requests (23 times) for someone in management to contact me directly to discuss replacing the unit, but I have yet to receive a call, text, or email in *********** this point, we are extremely dissatisfied with the lack of resolution and customer support.

  

  Business Response

  Date: 04/28/2025

  Hello Mr. **************** you for taking the time to share your concerns. We sincerely apologize for the frustration youve experienced and understand how disruptive and disappointing this has been for you and your family.
  While we acknowledge there have been multiple service visits and matters that required attention, each was addressed promptly, and the system was restored to working condition following those visits. We are committed to providing quality service and want to ensure your system is running as reliably and efficiently as it was designed to.
  We also take your feedback regarding communication very seriously. Its concerning to hear that youve reached out multiple times without receiving a response from management. This does not reflect our standards for customer support. We will review the communication logs to better understand where the breakdown occurred.
  Please know that our team remains committed to finding a lasting solution. We value your business and are doing everything we can to make this right.

• 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.