Reviews

2/10

My project covered Oct 2019 to March 2020 (just close to lockdown). My take on this is similar as Owen Sound (review below). Everything seemed fine, The layout design was very good and that's one of the areas they really delivered, i would say Demolition, framing, painting as well. I understood that a secondary suite conversion is tougher job than simply doing some other renovation. Also, the fact that they can finance its a good thing. At the end got a secondary suite that i can rent, but it really took me a lot of my time and my nerves to have it (and some of my work too), after having done a second renovation and comparing results, i would definitely not choose penguin basements if i had the chance to go back. Here are the highlights: - You'll sign a contract and get a quote before somebody goes to your place and understand what needs to be done, that was my error and i'll admit. Never allow that, ask your contractor to visit the place because a lot of things tends to be assumed and that in secondary suite projects that is not a good way to start. After this experience, i would dismiss any contractor that does that to me. - Plumber did not re-connect an outdoor faucet that was existing to the water even though I repeatedly told him to and project manager as well. Now i have a faucet that I can't use. - Plumber put a Tub faucet below the showerhead so close to the floor that it is practically useless, even though I asked that faucet to be places on another place (i told that to designer, project manager and when i saw the issue i told plumber, plumber said that he can't change that because that's how he normally does it).Thing is, i can't do much about it, it would cost me a ton of money to resolve and i have a tenant already. - The size of the access door panel for main shut off valve is 8x8, you need 12x12 since the city needs to access water meter from time to time. When they cut through the drywall the size is actually he size of a cellphone when you put it in landscape, i had to remove that myself and install a 12x12 and do a bigger hole. - I paid for a laundry installation on upper level, they put a drywall on the floor (if i were to put the laundry on that floor as is then drywall would have cracked), i told that to the project manager and he handed to me the vinyl plank for me to installation the floor (i hope you see the irony in that, i would fight this one but it seemed easier just to put it yourself). - I don't know how many times the layout needed to be reviewed, whoever did the layout never came to the house and really nobody was there checking expect myself i guess. - I felt like i was more project manager myself than then project manager sometimes. Some things could have been really wrong, fortunately for me i was living on the same house the renovation was taking place. - I paid to have a faucet installed on the exterior, they did, but they forgot to properly close the hole they had to do for the pipe, i had to do that myself too (so, they literally left a faucet with a pipe hanged on a hold in which bugs could easily crawl there, not to mention water). - I called for warranty (faucet on kitchen was with low pressure), i started an inquiry in august, ins september i was told properly how to fill a warranty claim and then in october they came (only when i mentioned that a tenant was coming and the fact that i was going to it myself and claim through "Small claims court"). - Electrician was not bad, but now i don't have electricity on one plug upstairs. I'm pretty sure i would not be covered for that bu - There were situations in which i saw that things were not going right, i had go to all the way escalating because i was not being heard by the project manager. In those cases i thank CEO because he was able to get a solution for those issues, but it is really too exhausting having to do that all the time to get something that is not crazy. If you are with them and have this situations make sure you fight for what you believe is right for you and fight hard if you have to. - Asbestos was removed in the basement, if you don't know asbestos is put in a separate bag since it is a hazardous material (i paid for removal). They leave it in since January on my house, when they left project manager promised he was going to have someone pick that up, he did not do that, then Covid hit and when we entered stage 3 i just though that was going t be removed but no. Followed up with project manager, his boss, no response at all. I had to call the CEO (again) and he solved the situation.

Approximate cost of services:
$110,000.00
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Company Response

Thank you for reaching out and sharing your experience. We’re sorry that your experience did not meet your expectations.

To be clear, we had been to the site, as we started with a Permit Set and we had pictures of the site as we went through the design options. With complicated scopes such as these, a single site visit might still require more evaluation, site meetings, engineering and this project did require that. It should be noted that other than the kitchen layout (added later) and the laundry addition (on the main floor) noted in the initial agreement, this project was on budget as presented. The additional work was reflected in 2.5% added to the contract that was signed in our office. This 2.5% included an engineer report, moving a hose bib, electrical and additional smoke detectors upstairs. Our clients that build these types of projects generally recognize that additional reviews are required, and we try and manage our customers expectations to let them know that a second suite conversation may be subject to these types of adjustments. During the substantial completion phase, there were indeed a few items that were identified, and Penguin addressed them at no additional charge as should be the case.

We have now received your short list of the items not previously noted, nor addressed at the substantial completion. Frankly, we were caught off guard, but we are more than happy to address any item in a reasonable manner. With respect to the kitchen faucet, the reason we serviced that right away was because it was the only item that we received a warranty claim on. We have a few projects in the area and came out the same week to address it.
Thank you for mentioning that the General Manager has been accessible and helpful in addressing any issues that needed attention. In terms of “fighting”, since receiving this review, the General Manager has connected with you, the client directly asking for an email with the items that you feel should be addressed. It was at this time, that you mentioned that you might be open to having us build another basement in the future and would consider changing your review depending on how we resolved some of their warranty issues. We don’t operate quite that way.

Shortly thereafter, Penguin received a schedule of $9,600 in charges that you would like addressed. Including $5,400 in project management. The reality is that we would still like to address the 3 items that should be addressed and have discussed a credit of $640 plus HST (work otherwise, completed including the out hose). Beyond that, we don’t respond to leverage on our reputation by committing more resources or applying more credits. This is also “part of the business” and we would rather have this bad review than submit to this form of negotiation. We believe reviews, good or bad should be used to constantly build a better company, period.