Smart Penguin A/C & Heating LLC

I just had a wonderful experience with Smart Penguin! My AC died Sunday night and I submitted a claim to Choice Home Warranty Monday morning. The repairman was scheduled and I got a confirmation call from the office. They did call back to tell me the crew was running behind, but they showed up at 1:20 when their window was 1-3. I got a text when the repairman was en route and I could actually track him! Very convenient. Once they arrived, they diagnosed the issues (there were 3!) then explained what the warranty covered. Basically, they weren't going to cover anything until I had the unit cleaned as it was filthy. So, I sucked it up and agreed to the cleaning for $180 plus the $60 service call. They told me it would take about 2-2.5 hours, but everything was finished and my 86 degree house began feeling cooler in about an hour and a half. Carlos was so friendly and informative. Even though my AC is close to 20 years old, they did not try to push unnecessary services on me. I could not have asked for a better experience! Thanks again, Smart Penguin and Carlos.

On 12/06/19 my outside unit would not turn on. My home warranty company sent Smart Penguin to do the repairs and I was very pleased with his service and knowledge of the unit. The company gave us a window of between 4 and 6 and Peter arrived shortly after 4pm. He also checked the attic unit and replaced a broken wire in addition to replacing the capicitor that was the problem on the outside unit. Even though my unit is old he did not try to upsell me into a new unit simply did what he was called to do very professionally and went on his way. Should I need a/c heat repair again I will request him through my home warranty company. Very happy with the service.

Smart Penguin was sent to us by our home warranty so naturally I had my doubts. They were prompt - sent us the tracking for the tech and kept us updated via phone calls & text messages. Showed up when they said they would both for the diagnosis and on a separate occasion for the replacement of our coil. Between both visits there were 5 different Smart Penguin employees in my home. All were polite, respectful, worked fast, tried hard not to leave a mess and got the job done. Even though I don't plan to keep my home warranty, I would call Smart Penguin again should I have any issues. The customer service lady is very polite and easy to schedule with. Zero complaints here!

Our home warranty company has sent them out twice to repair our AC. The first time they were 2 1/2 hours late, today they called at 7:45 AM stating they would be here in 30 to 35 minutes and still have not shown up 8 hours later. They will not return phone calls to us or the warranty company. If you need any work done I would find someone more dependable.

Do not use this company. Their technicians lie about the work they did and they do not honor their work. They came to my house on May 19. The technician seemed helpful while he was here. They worked on two different AC units, one in my house and one in our guest house. They replaced the broken parts and left. The technician never went back into the house to check and make sure the air was blowing cool. We only use the guest house when we have GUEST. So I turned the air up to 85 and did not think anything of it. We have been out of town so on May 16 we had a dog sitter stay in the guest house. She sent me a text on the 16th stating the AC was not cooling. I called this morning, once I was back in town, to let Smart Penguin know that the AC was not working. They told me that since it was past the 30 days they were not responsible and I should have known it wasn't working properly before then. I explained it was a guest house and told them the tech never went back in the house to make sure the air was blowing cool before he left from the original repair. The manager told me that was my fault that I was the one that should have made sure he did his job properly and that their tech said he did go back into the house to check. He did not! He did not check either one of the units. Since I am NOT an AC tech, I assumed he did his job properly. I told them I had the text messages proving the AC was not working on June 16, within the 30 days, and was told that did not matter I was calling outside of the 30 days. yes 2 days. Please do not use this company. They do not stand behind their "work" and their technicians lie to cover their own butts.

If I could rate this place a zero, I would. I own a home in Texas and I live in Seattle. It is nerve-wracking doing business from a distance but you must take chances. AHS referred this company to do an AC repair and that is where the nightmare began.

When I contacted them to have an invoice sent so that I could make payment, I found out that the company does not offer any online payment system- you must call them to make a credit card payment over the phone. I was leery about doing this but my home needed the repair so I authorized the first half of the payment over the phone. I have no issues with small businesses as I own one of my own but online invoices are a must when working in today's environment and they are pretty easy to obtain. I was assured that I would receive a call when the repair was done and that I could verify that the unit was working correctly before making the second payment. Low and behold, I get no phone call, but I do receive an email saying that they authorized the second payment without my consent- meaning that someone had to write down and keep my credit card information in the office! This is unacceptable!

I called the owner to discuss and he was extremely rude. He proceeded to tell me that this did not happen and that his company makes thousands of dollars per day. If I was so concerned, I needed to call my credit card company and cancel it for my own safety! He then proceeded to tell me that if I intended to pay, I should just pay and it should not be a worry for me. If his business was doing as well as he stated, my measly second payment should not have been such a big deal for him.

Overall, while I support small businesses, I do not support this one. They are not fiscally responsible and they apparently write down your credit card number and can charge it at will. Combine this with a rude owner and it is a recipe for disaster. I have written AHS to lodge my complaint and I do hope that if this company continues with this track record, that others will do the same and they will learn to do better and treat customers with more respect or lose the opportunity that is before them.

We used our Choice Home Warranty and this company is who they dispatched to work on our air conditioner. So far we have been very satisfied. They were courteous, professional and competent. They were prompt in providing service and we did not have to wait long to get our problem remedied. It is tough to be out of air in Dallas heat. Their service was greatly appreciated. Thank you.

I wish I could give zero stars. Honestly I don’t think I’ve ever worked with a worse company before. It took them two weeks to replace it our compressor, and they didn’t provide any sort of additional relief, we live in Texas and have two kids and it’s summer. We had to call them in order to keep in touch they never kept us up to date. They were two hours late for their appointment. We found refrigerant that could’ve saved us 600$ but they wouldn’t let us put it in or buy it even though our brother in law is certified in HVAC. They never sent us an itemized list of the costs associated with us and then when we paid they failed to mention ahead of time that they would charge 3% to our credit card. Thanks for letting us know we had to pay in cash. I would STRONGLY recommend you not use this company. Unreliable, inconsistent, and no sense of urgency. Very disappointed and I will be sure to tell everyone I know to not use their services.

I would also like to say all these five stars are Complete ludacris, obviously just family members posting to make it seem like they’re a good company.

They were sent by my home warranty company. Right from the start there were attempts to scare and make more money. Gave me incorrect information that he would be coming in a couple of hours as he is waiting for my warranty company to approve a fix. Based on how he provided the information the warranty company rejected the claim and he never came back. He also let go of the freon that was already present in the system. Stay away from them. Not the right attitude.

Smart Penguin A/C & Heating is an absolute professional organization, with customer service as priority #1. I had my A/C serviced for a freeze up condition, and the service tech (Peter) walked me through all the details of what the issue was, proceeded to fix the problem, and the result was 100% accurate. In addition, the company provided a complementary boost of refrigerant even though my home warranty (Choice Home Warranty) wouldn't cover it; now that's customer satisfaction! Thanks to Peter and his management for really working out the repair correctly the first time, and a BIG thank you for their customer support.