Penguin Basements

So here is our experience working with Penguin, and you can judge things on you own. Hired the team for the kitchen and 2 bathrooms renovation, Guy, the owner, walked through the process and all very professional. The project got a bit delayed during pandemic but at the end they have completed the work. Now one year after, we discovered one of the bathroom grouts all got chip away, and clearly a design flaw. Especially the biggest selling point for us to hire them was because they told us they will waterproof the entire bathroom. So we reached out for warranty.

April
Contact the team on April 6th to get one of their team member to assist the damage. Sent over more than 10 emails finally they told us someone would come visit on April 21th, confirmed the date within hours of the emails. On the 21th, waited all day, no one showed up. Got a bit upset and emailed again finally able to get one of team members on 25th. The Penguin employee showed up on the 25th asked us to replace the bathroom fan and they would take care rest of the damages.

May
Used the contact they referred to us, and it took the fan guy almost one month plus $1000 to get the fan replaced. Contacted Penguin again since we fulfilled their request. Then we got completely ghosted by the project manager. Weve sent a daily email to follow up but he basically just ignored us at this point. Had to emailed to owner, and finally got a response after almost 2 weeks. Got a call and told us that he will be coming Friday, June 10th, to get the job done.

June
Forward to June 10th, again waited all day with no show, no email, nor call. Messaged the person at the end of the day got no response, messaged him again on Monday June 13th with no response.

So this is what weve experienced, and it just felt chaotic and unprofessional at this point. We are very disappointed at the outcome from this. When you work on any expensive home project, trust is always the number one things you look from a team. After weve been deceived so many times, it will be impossible at this point to trust this team anymore for us.