H & H Pool Services

Initial Business Response /* (1000, 11, 2014/10/15) */
Our company was contacted by Pentair Pool Products (Pentair), the manufacturer of the heater in question, to check a report of a heater not working. We are contracted to provide warranty service by Pentair. When we arrived, we noted...

signs of a failed heat exchanger. The combustion chamber was full of water, and signs that acidic water had seeped out of the chamber onto the surrounding areas. A check of the pool water chemistry was done. Water was extremely acidic and there was ZERO alkalinity present. A picture of the test block with the water sample was taken showing the pH level extremely low. These readings from the water test show the chemistry is well out of industry standards, and manufacturer's specifications. The readings would also be out of conformity with the Fiberglas Pool manufacturers specifications for proper water balance.The acidic state of the water chemistry would have lead to the compromise of the internal heat exchanger, and ultimately the failure of the heater to operate. The homeowner was on site at time of visit and informed tech that he maintained his own water balance. This would put the homeowner responsible for the water chemistry. My findings were forwarded to the manufacturer along with my recommendation that warranty coverage be denied as the product failure was a direct result of the water chemistry, which the homeowner maintains. All the information was received by Pentair, and they concurred that the damage was not a result of a manufacturer's defect. They denied coverage. I was told that Pentair's legal department advised this homeowner that coverage was denied as well. This homeowner's battle is with the manufacturer who makes the ultimate decision on warranty coverage. We file a report, that was sent in with pictures, and the claim is followed up on by Pentair. We are not required to send any paperwork to the homeowner. They can request that from the manufacturer. It is my understanding that the homeowner has already done that. Our responsibility in this matter stops when the findings and the report are submitted to Pentair Any further attempt to disparage our company or our workmanship will be deemed harassment.
Initial Consumer Rebuttal /* (3000, 13, 2014/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We do not consider this as harassment. It is merely a complaint of H&H not following through in a timely manner. In fact, after [redacted] from H&H did the test the last week of August, he said that he was going to send the report to Pentair the following day. This did not happen. WE had to follow up with H&H several times with no response. We also followed up with Pentair if they received the report and on 09/09/14, [redacted] from Pentair acknowleged that she too had followed up with H&H Pool and did not get a response either. Our issue with H&H is their unprofessionalism and failure not to follow through with what they said. [redacted] finally responded to our email on 9/15/14 and sent that the report was sent to Pentair. In my opinion, if you have a business, you should follow through with what you said or at least return phone calls and not ignore the consumer's follow ups.
Final Business Response /* (4000, 15, 2014/10/29) */
This homeowner was informed by [redacted] while on site that he was leaving the next morning for a one week vacation and that [redacted] would attempt to get the information submitted prior to leaving. Unfortunately, he was unable to do so prior to leaving. When he returned to work 9/9, he completed the formal report at his first opportunity. Due to the nature of the calls received by this client, they were directed to Pentair, as the Manufacturer was making the final decision on coverage, and this client already had the information that was going on the report. Pentair was advised verbally and via email of all findings prior to the information being formally input into Pentair's system. I appreciate the clients frustration, but the delay in submitting the formal report did not change the facts, information stream, or outcome.
Final Consumer Response /* (2000, 17, 2014/10/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It just reflects the unprofessionalism of [redacted] and his company. [redacted] should have not committed himself and advised the homeowner that he will do the report before he leaves for vacation. He should have told the client that he will submit the report to Pentair when he returns on vacation. He should have managed the client's expectations.