Zodiac Pool Systems Inc

Hello Revdex.com,
 
This customer has not provide us with the paperwork that shows he has a warranty with Zodiac. We have researched our data bases, and can not find any record of this customer, or that they have a warranty. We have emailed this customer to find out who his builder...

is, but have yet to receive a response, we do not have a phone number, and have searched the Yellow Pages, and can not locate him. Until he can provide us with his certificate,or builder information. we are at a stand still.

Hello Revdex.com,
 
We have read the complaint. The reason that this unit was denied warranty replacement was due to consumer negligence. This unit was purchase May 31.2014. In the 14 week that this unit has been in use, it has severe discoloration, and extreme wear. This...

kind of damage does not happen under normal condition. We did have a pool professional do a sight visit to review the unit, and they determined it was water chemistry and neglect.  I have attached the notes from the account and pictures of the damage. We will not be replacing this unit.
 
[redacted] 18-SEP-2014 06:48:15  Notes: [redacted], [redacted] ([redacted])  
     Polaris Note: [redacted] at NPS Pool & Spa Supply made original call to confirm warranty, and if covered to be sent repair parts for the cleaner. He stated that the cleaner has severe discoloration and wear from water chemistry and neglect, and wanted to know if this is covered under our warranty. 
 
[redacted] then sent in an email with the photos attached to this service request.
[redacted] 16-SEP-2014 14:03:16  Notes: [redacted], [redacted] ([redacted])  
     Polaris Note: [redacted] called to complain about our decision not to replace the cleaner. Spoke to Lydia about possible accommodation. No accommodation because of water chemistry and neglect. 
 
[redacted] then threatened to leave us negative reviews and feedback online for every web page he could find.
[redacted] 15-SEP-2014 15:10:41  Notes: [redacted], [redacted] ([redacted])  
     Polaris Note: WATER CHEMISTRY PROBLEM EVIDENT IN STAINING. GRIDING IN ENGINE ASSEMBLY FROM DEBRIS LEFT IN ENGINE OR HIGH LEVELS OF SAND. 
 
PHOTOS ATTACHED.

Hello Revdex.com,
We have reached out to [redacted] and have resolved her issue. We have processed and order for a new unit. Ms. is very happy with the outcome. This case is now closed. Thank you and have a great day
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The chemistry has been corrected even the salt level has been checked by the Technician (was low in Zodiac recommendation), but the issue still exists. I informed Zodiac to change the unit as requested, but as described in the last email below it seems that Zodiac won't replace it : it's only about an issue with the warranty rather than an issue with the chemistry (false excuse).
I didn't call back Zodiac because I didn't have time, but regarding the answer, I do not see why.
The wrong part has been changed by a Zodiac Technician with an existing chemical which was correct. The salt system is still under warranty as it has been confirmed by email by Zodiac.  I asked to change the part that Zodiac asked me to pay for.
tk u.
Email august 31, 2015
Hello,  Your salt is out of range and so are some of the chemicals. I would really suggested getting a pool man for a few months to get the pool back up and running. Also the unit had a three year warranty, but was out of warranty late June. We accommodated the sensor but if there if another issue accommodation and paying labor the system will not grant it. The items are out of warranty. If it is not producing average cell life is 3-5 years. Our warranty is 3 years. You are with in the 3-5. I would probably guess you need a cell replacement. But that will be determined when the chemicals are within range.
I have noted the account [redacted]
Last Email from Zodiac September 25, 2015
**,   The item does not start over in warranty it goes from the original install date Jp. If it was warrantied then it was covered under the original warranty install date of June 2012 holding a 3 year warranty till Jun 2015. The cell is not under warranty anymore it was an accommodation for the last part.  I accommodated the cell under the word the chems were good then we received the chem list and well now it is completely out of warranty because of the chemicals. [redacted] was correct it is chemical issue and the cell is not under warranty Jp.
Regards,
[redacted]

Absolute BS!!! I spent about double on the Jandy HE heater and it lasted half as long as it should. They will not stand by it and say buy a new heater. DO BOT USE THIS COMPANY.

I purchased and installed Zodiac pool heater LXI 250NN in the summer of 2013. A few months ago, my pool heater stopped working. I called Zodiac customer support and the technician [redacted] gave an reference number and phone number of a qualified technician in Miami area. Normally, the pool heater warranty is 1 year, but my heater was almost 2.5 years old. I've asked technician [redacted] if my repairs will be covered by the company because the pool heater was less than 2.5 years old. He told me - get it repaired and call us and we will see what can be done.
I have the pool heater repaired at a cost of $793. The service technician had to replace [redacted] Hot Surface Ignitor and [redacted] Ignition Control Module and he had to come 3 separate times. When I called Zodiac customer support again, they told me - no way the company will pay for any of these repairs as the unit is out of warranty.
I've paid $2000 for the unit and $500 for the installation of the pool heater. After less than 2.5 years, the pool heater required almost $800 repairs. I think it's unacceptable and pathetic that American company makes junk products and doesn't stand behind their products. I've used the pool heater less than 10 times in 2+ years of service, so it's clearly very low quality products that Zodiac Pool Systems selling to American consumers. Please do yourself a favor and by other brands or make sure you get service insurance since the Zodiac pool heaters are completely unreliable.

[redacted], I apologize for the delay in response. After review of your complaint and the details provided in your communications, we will be providing you with a replacement cell at no cost to you. Your order number for reference is [redacted]. If you have any questions, please feel free to...

contact me. 
Regards, 
[redacted]
Customer Operations Manager
800-822-7933 x[redacted]

Better Business...

Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Hello Revdex.com,
We just spoke with the pool owner, Mr. [redacted] His major concern was that no one was willing to work on the heater other than a couple companies that wanted to charge him an outrageous amount ( not Zodiac). I let him know I would contact the Territory Service Manager in his...

area and we'd find someone to work on his heater for a much more reasonable price. He's completely satisfied with that.
He also had some questions regarding things he's read online. I cleared up any and all confusion and apologized for any misinformation he had come across ( not from Zodiac ). I assured him he could call [redacted] ( a Zodiac tech)  if he had any questions. Mr [redacted] has my direct extension and my email address.
Thank you
[redacted]

Hello Revdex.com,I have read the complaint, and have review the customers account. The homeowner is the 2nd homeowner, and does not have a warranty with Zodiac. We did explain this to him, and he was not happy with our response. See attachment  for the notes in his account and for our warranty policy....

We have declined this home, and  have no plans on providing him with the part. Thank you [redacted]

Dear Revdex.com,We responded to this complaint 2 time before this, as indicated on the response, We are still willing to sell the customer the cell at a discounted rate, but he will not contact us. As you can see the salt system is out of warranty. We are still willing to sell the customer the cell at a discounted rate. Also we have not heard from the customers service company so we can provide troubleshoot to verify the cell is bad, and we have not received any information that the chemistry is corret. Warranty is still denied.

Hello Revdex.com,
 
I have reached out to Mr [redacted], and left him a message to call me back. I will update you once an agreement has been reached. 
 
Thank you 
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.My salt system is under warranty, I provided the email from Zodiac as an evidence. As requested by Zodiac the cell must be changed, there was no chemical issue otherwise Zodiac wouldn't advised me to change the cell. Because the cell is under warranty why should I pay for it even with a discount ?
Regards,
[redacted]

Hello Revdex.com,
I have read the complaint, and have review the customers account. The homeowner is the 2nd homeowner, and does not have a warranty with Zodiac. We did explain this to him, and he was not happy with our response. See attachment  for the notes in his account and for our...

warranty policy. We have declined this home, and  have no plans on providing him with the part. Thank you [redacted]

Hello Revdex.com,I have spoken with the homeowner, we will be replacing the heat exchanger, combustion chamber  assembly and the  collector gasket, the homeowner will pay for labor. Per Zodiac this issue is resolved. Thank you

Hello Revdex.com,
 
We have called Mr.[redacted] back and left a message with my number. Mr. [redacted] is correct that the warranty has changed and we now instruct our homeowners that our product must be install by a pool professional, this is for the customer's safety and to make sure the...

product is being installed correctly. We will be sending the customer his value, and educating him as we did before on April 14,2016 of our policy, and the importance of the policy. We will also inform Mr [redacted] that if he chooses to install the valves himself this will void his lifetime warranty. We will also inform Mr [redacted] that is in the future if  he does call us to replace his valves we will be asking him for the invoice of who installed these valves. Thank you

Hello Revdex.com,I have called Ms. [redacted] to get some details of the problem. We will be happy to work this out with the customer. Thank you and have a great day
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Hello Revdex.com,We have reached out to Mr. [redacted], and have agreed to  replacement his heater with model number [redacted]. Per our discussion with him, the heater will not include a new warranty as there is no purchase being made, and labor to have this installed will need to be paid by...

Mr.[redacted] by a pool professional of his choice. Mr. [redacted] is very pleased with the outcome of this situation. Zodiac considers this matter closed with the Revdex.com. Thank you, and have a great day!!

The issue with [redacted] has been resolved, we are sending out replacement parts (Aquapure board, sensor, CPHVLEDS light engine and gasket) directly, her brother in law is the owner of Pac West Electric and will do the installation to ensure it meets our warranty requirements. He will contact one of...

our technical representatives directly if he has any issues with the install. The order number for reference is 2096103. [redacted] 
[redacted]