First of all, Amanda don't you think it's a little bit strange that we have to keep having conversations? I've been angry about this for a month but have been busy and I also shared my anger with the plumber that day.
Let me recap my experiences with Penguin since June. I had a problem with my air conditioner, your company came out and said it was the compressor and asked for $3000. I did not believe your technician so I had a different company come out and he said the compressor was fine and it was the fan. It was the fan and the compressor to this day is still working fine. Complete malpractice. To your credit you refunded me the service fee, but if it wasn't for my intelligence I would be out $3000 thanks to your company.
Now on to the plumbing. Jason came out because I needed a new toilet. I only gave you another shot because you refunded the money for the air conditioning malpractice your company engaged in. The fee was $380 for the toilet and that was the fee we agreed to. Now we get to how penguin makes their money. They upsell you. The plumber took the toilet off and said I needed a phlange. I said okay well that shouldn't be too bad, as they are $26 over at Home Depot. He said "we use the good ones they are $80"". I asked him what my new fees are and he said $900. I asked him why they need $400 for labor. He had no answer. Then in the laundry room I was thinking about having new attachments from the washer to the wall. The plumber said the fitting was tough to get out and it would be another $500. Upsell upsell upsell.
I want to be clear. Penguin, if you cannot make it financially in this environment then cut your payroll and cut your overhead costs. But stop taking advantage of your customers, because it is disgusting. I'm going to do everything in my power to make sure that more people do not get ripped off.