Discover Why Customers Love Penguin Fireplace

Kelvin Lim

“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.

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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.”

Sarah Leung

“Very good customer service and knowledgeable staff.”

Asit Desai

“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.”

Jasmina Shah

“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.”

Rosina Dodd

“They just have the nicest team ever! Everyone is helpful and friendly. If you want to learn, they can answer any question. If you are just doing research, they won’t pressure you. If you’re ready to make decisions and orders, they are here for you. I highly recommend this place. I wish everyone was this nice to work with.”