Penguin Pools

Worst service ever I had from a contractor. I built a pool with this company. During contract they said they will do it in 8-12 weeks. They did not finish it in 1 year and 8 months. They left the construction site a year ago with some final finishing works undone. They did not response to my email, text, phone call. They did not do required inspection by the city. Finally I had to file a complaint to Department of Business and Professional Regulation (DBPR). DBPR then made them to move. Be aware of this contractor.

The company was contacted to repair a problem where there was air in the pool system. We paid a callout fee and a fee to have a pressure test done. This was done and the problem "diagnosed", I was told that there was a pipe that had to be replaced. Repairs and callout paid for, work was completed. A few days later exactly the same problem persisted. They were called out again and this time said that a seal had to be replaced. Paid again for this service for the pool a few days later to be doing exactly the same thing. This company was called out for a third time and this time indicated that the pump was an issue. I made it clear that I would not be paying them again as I had paid them twice with no positive result on the pool. The pump was collected and a few days later I received a bill for a third time. I contacted the company only to be met with absolute arrogance by their manager. I was asked to collect the pump from the repairer by myself after their team took the pump out of my home knowing very clearly that I made it clear that I would not pay any further for repairs that should have been done correctly the first time.

I believe that their lack of accountability speaks volumes to their customer service. I resolved to collect the pump and rather pay a more honest business again to resolve an issue that I paid them to do.

Just a warning that their business practices leave a lot to be desired. I would never ever recommend this company to anyone looking to have repairs done.

I had an estimate scheduled for the 29th. Waited over an hour past the scheduled time. No one showed up. No call. Called the office and someone explained that three of their job sites were washing out and my estimate would have to be rescheduled. So, first of all, they can't even reinforce multiple job sites properly. Secondly, they are so unprofessional and lack communication skills that they cannot reach out to their appointments to reschedule them when something comes up. Stuff happens, so I rescheduled for this morning. Waited another HOUR past the scheduled estimate time and called the office. Now they have no evidence of rescheduling my estimate at all. I've taken two days off, costing my household money, and this is the level of disappointing service they provide. All they can offer is to reschedule a third time. No faith in this company, and if they have multiple pool sites washing out in the middle of rainy season - where we have heavy rains every single day as we have for decades now - how competent can they really be? Save yourself a nightmare waste of time.

Penguin Pool office staff don't follow up on phone calls. They said they would call me back or send an email, but it never happens. I've been asking for information about my $100,000 pool they installed at my house in 2018. I need a copy of my warranty, but it wasn't included in the book they gave me. It took me two weeks just to get the office staff to answer the phone after waiting for a call. They told me my warranty is three years, so I asked for a copy. They say they can't find it because they moved offices. I think they're making up the three or five-year warranty. I have some simple things that need to be done, and as a customer, I should be able to call them for this information. They told me two days ago that they would email it to me, but I still don't have it today, two days later. They can't seem to find it. This is not good business practice in my opinion. I rate them (F). That's a lot of money for this pool and absolutely no customer service. I'll go to plan B and call someone else to get this information. I'll also call the ComplaintsBoard.com to file a complaint.