Whether you’re updating an outdated fireplace, planning new construction, or dreaming of a cozy outdoor retreat, Penguin Fireplace & Design offers premium fireplace solutions tailored to your home.
We believe that people can be truly happy on the outside only after reaching happiness within.
Posted on Anna BagozziTrustindex verifies that the original source of the review is Google. Thank you to everyone on the team. Best fireplace company in all of the bay. Need to get some better shots of it , but here’s a quick snap, love it! Great to work with and awesome people.Posted on Diane SmithTrustindex verifies that the original source of the review is Google. Can't say enough great things. In summary, stellar customer service. Sales process was low pressure and just focused on info. They held on to my fireplace for a week while I was out of the country. Eric spent 30 minutes with me on the phone to figure out features of its operation. Really patient and great people.Posted on Douglas ValkenaarTrustindex verifies that the original source of the review is Google. Pre-purchase experience was great. Super product selection ($$$$ - $$). Great ideas. Good understanding of product and what would fit in our home. Will follow-up if we decide to purchase from them.Posted on Jennette HolzworthTrustindex verifies that the original source of the review is Google. We had a lot of bumps in our process with Penguin but at every step they were responsive and resolved the issues. There will likely always be issues in life but what matters is that the business cares about its customers and will make it right.Posted on Russell ChenTrustindex verifies that the original source of the review is Google. They are very nice and professional. Perhaps you can find lower price from website but you have to find installs service by yourself. They provide total solution and reasonable price.Posted on Kelvin LimTrustindex verifies that the original source of the review is Google. My wife and I loved our experience with Penguin Fireplace for our gas fireplace replacement and remodel. Notable highlights: 1. Sales: patient and responsive communication Eric Jaramillo did an excellent job educating us on what to consider for our fireplace purchase. As first-time buyers, we needed many, many rounds of Q&A before deciding--and Eric was very patient and helpful in answering our questions (including connecting us to a Mendota rep directly at one point for faster detailed advice). I especially appreciated how responsive Eric was via email and text. He typically responded within one business day, and often within just a few hours. 2. Installation: top-notch technical expertise Unfortunately, we ran into a major technical difficulty with installing the direct vent pipe for the Mendota model we chose, due to our three-floor townhouse layout. I was on the verge of giving up and switching to a different fireplace model. But Charles Mercer reassured us with his confidence that he would figure out a solution ("Don't worry, we can handle problems like this. It's what makes our job interesting!"). It took a bit of time (Charles had to get someone to make a custom connector part)--but Charles and his team delivered! They successfully devised a solution that worked well, without compromising safety or performance. And at no extra cost to us. Charles was fantastic in explaining all the technical details to me. He communicated everything very clearly, in terms that a non-expert like me could understand. I appreciated how he kept me apprised and engaged throughout the whole process. 3. Follow-up service: great attention to customer satisfaction A couple weeks after the fireplace was installed, it started failing to ignite. But I was very pleased with the level of support that Penguin provided. They sent out a technician (Ben) quickly to investigate, and fixed the issue after procuring a replacement circuit board. Ben also readily took care of a bunch of small cosmetic issues at my request. The entire customer service experience was very pleasant, attentive, and fast. ---- Overall, I would definitely recommend Penguin Fireplace. While there were a few understandable hiccups and delays, their team provided impeccable service through it all. Of course, we don't buy fireplaces frequently--but if I were in the market again, I'd go to Penguin first for sure.Posted on Sarah LeungTrustindex verifies that the original source of the review is Google. Very good customer service and knowledgeable staff.Posted on Asit DesaiTrustindex verifies that the original source of the review is Google. We had an issue with our fireplace due to a mistake made by an electrician. I called Penguin Fireplace and explained them the problem to check if they can send a technician to fix this issue. Charles mentioned that most likely replacing the transformer should solve the issue and said that it is an easy do it yourself project. He sent us a link to the part number that we would need. Very happy with the support provided by him.Posted on Jasmina ShahTrustindex verifies that the original source of the review is Google. I called for a service on my fireplace and they were honest that they recommended that we can do it our self and send a email with a link to where to purchase the part online. I have never got that kind of awesome experience from anyone. When we need any further fireplace help, we will be calling them without a second thought. Highly recommend them.
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