Penguin Basements

When we first met with Boaz from Penguin Basements we were impressed by the level of knowledge and professionalism that he presented. It was a lengthy presentation filled with many promises and references to the company’s level of professionalism and organization. We were told about the trades that are employed by Penguin Basements, which would eliminate delays, the company’s app that allows for constant communication of scheduling, payments and all other details with regards to our basement. At first we were hesitant, but Boaz assured us that with the technology used, professionalism of the trades and the company that we would have a positive experience. We were excited to sign with Penguin Basements and begin the completion of our basement.
Our project was scheduled to begin fairly quickly but issues began to arise just as quickly. We were told that someone needed to be home for the first two days of construction to approve placement of framing and electrical. We were given the dates and made the necessary arrangements to be home from work for these days. Two days before our start date our project was delayed by about a week. We made arrangements a second time to be home for the approval that was needed. Again, 1 day prior to the second start date, Penguin Basements tried to delay us again. After speaking with the project supervisor, compensation was given and our project commenced on the set date with an expected couple day delay within the job due to inventory issues with the flooring.
The work in our basement began, a quoted three week job, nothing fancy just a big open space with a small closet. The electrical was put in as well as relocation of the central vacuum and ducting. The drywall went in on a Friday. All cuts were made in the garage and the sheets were carried through the house. When we arrived home we found dust all over our main floor. Although some dust is to be expected, this was excessive. We had a discussion with the trade that was installing the boards and his words were “I am really sorry it shouldn’t be this dirty.” It was at this time that we went to vacuum. The relocation of the central vacuum was completed just a few days before and we had not used the system since. To our surprise we had no suction. When Juliano, our initial project manager, was notified of the issue, we were told that they would look into it the following week. We were left in a house full of dust (beyond the normal amount according to the trades people putting in the boards) for the weekend. The following week came as did many more conversations about our vacuum. It was implied that it wasn’t possibly their fault as all they did was extend the pipe. After two weeks of back and forth conversations, we put in a service call to BEAM vacuums, as Penguin Basements did not seem too concerned about fixing this with any urgency. BEAM promptly came to our house and within minutes diagnosed the issue. The pipe to the basement had been pulled when it was extended and broke the connection at the main floor. The service call was completed and after discussion, Penguin Basements covered the cost.
The app that the Boaz was so confident in was never updated or accurate. We never felt informed as to who was in our house or what work was being completed. We often had trades arrive at our house late at night or on the weekend without notice. When this was addressed with Penguin Basements, they advised they were still working on the APP.
We had two separate project managers, Juliano and Josh. This didn’t seem to make a lot of sense to us as to why you would switch project managers during a job, but Josh was our second Project Manager and he was fantastic, so it worked out to our benefit. He was extremely helpful and always available to answer questions that we had. His response was always prompt and he did his best to quickly solve any issues that came about. For example, when he came to help mount our T.V., he brought a T.V. mount that was supplied by Penguin Basements. This was included in our price when we made our décor selections, and based on the Penguin Basement sales pitch, we expected this would be of high quality. The mount that was supplied, when we researched the brand, was a probably the cheapest TV mount they could find, which was infuriating and extremely disappointing from this company. When we brought our concerns to Josh he immediately went out and bought a more suitable mount to hang our TV with. We felt that Josh valued our opinions, concerns and was willing to keep us informed and be sure the best work possible was done. Josh really enhanced our experience with Penguin Basements.
When our job was finally complete, the cardboard that was placed on the floors was removed. When the tape was pulled off of our marble flooring the finish was removed, leaving very obvious lines across the floor. We immediately brought this to the attention of our Project Manager, Josh. The cleaning company came soon after and we brought it to their attention. They used abrasive cleaners as well as a product named Goof Off, under the direction of their boss at Penguin Basements. This etched the stone and caused more damage. When we brought the further damage to the attention of Penguin Basements we were told that they would get back to us with a solution. A few days later we were given the solution of a hardware store product that would be a temporary fix. We felt that because the job was complete Penguin basements was looking for a quick fix so they could move on. After hours of our own research and time, we were told by a marble restoration company, that our floors were etched and needed to be refinished. The cost of this repair was subsequently paid by Penguin Basements.
Overall, the work of Penguin Basements is quality work. The final product is visually appealing and enjoyed by our family. Josh and Eric were accommodating and helpful. We had some major hiccups along the way, but in the end, we are happy with the work.