Mad Mobile Repair Service

According to our records and previous conversations with Mr. [redacted], the two systems in question were purchased by Mr. [redacted] in September 2013. These systems were installed by a company Mr. [redacted] hired.  In July 2014, Mr. [redacted] notified Pentair that he was experiencing issues.  Mr....

[redacted] had been in contact with Pentair’s Technical Support via telephone, where Pentair identified that the systems were installed incorrectly by his installer. Based on the facts provided to us by Mr. [redacted], we must concludethat the incorrect installation caused the premature failure in the systems. As such, we suggested that Mr. [redacted] contact his installer and request a repair or replacement. Mr. [redacted] reported that he had contacted his installer and  that the installer started to repair or replace the systems, but changed his mind. While Pentair deeply regrets the problems Mr. [redacted] has encountered, based on the above stated facts, we must conclude this to be an installation error and not covered under the terms and conditions of the Limited Warranty.  However, as a customer accommodation Pentair offered to review the subject product in accordance with the terms of the warranty, which stipulatesthat the systems are returned to the party from which Mr. [redacted] purchased them. Once the systems have been returned to Pentair, we will commence our investigation to determine if the systems contain a manufacturing defect and are subject to our Limited Warranty.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. 
I have the original owner’s manual and warranties provided by Pentair / Sta-Rite that came in the factory sealed shipping boxes.  I’ve attached a copy of the original purchase receipts, front and back cover of the owner’s manuals and warranties for my Sta-Rite pool pump, filter, filter valve and heater.  Again, these are the original Pentair provided manuals that came with each of the products.      Sta-Rite Equipment Purchase Date Product Documentation Date Stated Filter Tank Warranty Max-E-Pro Pump 7/9/07 7/21/04 10 years Multi-Port Filter Valve 6/16/08 12/12/03 10 years System 3 DE Filter S7MD60 6/15/08 4/20/04 10 years Max-E-Therm Heater SR400HD 5/29/10 6/03/08 Not Stated  Note that the revision date on the product materials generally lag the purchase and manufacturing date of the equipment by roughly two years or more.  My point is that it may have been Pentair’s desire to change their stated warranty by the time that they manufactured their Sta-Rite products back in 2008.  But, they clearly did not include their updated product documentation with the stated warranty change until a later date.  A Pentair Service Representative explained that the company prints the product manuals in bulk and that they continue to include the older (still applicable) materials with their current products until their inventory is exhausted.  The printed and bound owner’s manual and warranty provided by Pentair in the original factory sealed carton states that their product is covered by a 10-year warranty.  Part of this filter was already replaced under the stated warranty.  I am respectfully requesting that Pentair honor the 10 year stated warranty that was provided with the equipment. 
Regards,
[redacted]

I apologize for the delay in response but I have been out of the office for over a week.  Pentair will be more than happy to provide warranty on the heater once the installation issues have been corrected as explained in my October 27, 2016 correspondence which is attached for reference.  Once venting is installed on the heater to eliminate any dangerous exhaust conditions, including Carbon Monoxide, once sufficient air supply for proper combustion and ventilation proper combustion air is installed, minimum clearances from a combustible surface are met and properly sized gas meter installed warranty can be performed on the heater.

Their reason that I denied the respond is that Pentair is repeating to lie about the service calls. They say again it is the first time that they heard about the heater malfunction while the service manager is telling me they have two malfunctions on file but lies about their content. The first malfunction he blames on the gas pressure and the second one was caused by a wrong pump RPM. This is not true as the technicians told me it was the ignition of the heater in both of the occasions. Evidently Pentair is denying from one direction that this is the third time the heater broke while the other Pentair manager admits to have three service calls but blames it on something else. It is unclear for us why Pentair is lying about this and not just replaces the heater since we are still in the warranty. This way they don't have to send technicians out and we can enjoy our pool and be happy customers.

We deeply regret the alleged substandard service Mr. and Mrs. [redacted] received calling into our Technical Service Center.  Please be assured that the team members in Technical Service are educated and trained with being professional and polite with each call that is received into the call...

center.   It is disappointing that this was missed in each call into the Pentair call center with Mr. and Mrs. [redacted].  Also please be aware that something must have happened to the connection while on the phone since we never would have deliberately hung up on a customer.  When the first cell was replaced under warranty the service technician was at the equipment pad and did not walk over to the actual pool to see if there was an in-floor cleaning system.  Normal procedure for replacing a cell that is blowing fuses, as reported by the consumer, is to replace the cell, review the cell installation but not necessarily walk around checking the entire installation including the body of water (pool) and surrounding area.   When this occurred again additional questions were asked and unfortunately it was revealed at that time the product was improperly installed since there is an in-floor cleaning system.  As explained to the consumer in an email it is very clear in the installation manual that the plumbing required a bypass loop with a flow control valve to ensure the flow rate through the cell is maintained within its designed operating water flow rate.  We apologize for the inconvenience this matter has caused Mr. and Mrs. [redacted] and highly suggest the original installer be contacted to review the manual and properly install a bypass loop and flow control valve.

We apologize for the confusion but the subject WhisperFlo pump WFDS-24 P/N 012485 that was sold and installed at the [redacted]y residence is manufactured with the motor P/N 350088 uprated motor with a service factor of 1HP.  The replacement motor for the subject WhisperFlo pump WFDS-24 P/N 012485...

is P/N full rated motor P/N 350088S with a service factor of 1HP.  The replacement motor is never used or reconditioned and is always new. The full rated motor P/N 350088S with a service factor of 1HP is the proper replacement motor for this pump.  I have attached a PDF of a website to help explain service factors and pump motors.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The system has been confirmed by Pentair Technical Support to be defective and the company still will not do anything about it.Pentair’s response to Revdex.com is invalid.  Pentair did not identify that the systems were plumbed backwards initially, that was something I personally identified and notified the Texas State Inspector and the plumber.  But, the systems never operated in that manner.    The systems were not operated until the plumbing was corrected to be installed properly.  Also, in prior conversations with Pentair, they confirmed that the initial improper installation would not harm the systems at all, even if they were operated.  I have documentation stating this.  So, their response to Revdex.com stating “the incorrect installation caused the premature failure in the systems” is contradictory to what they had stated previously.Pentair put me through several hoops, stating they would accept them as a return, but then they did not.  That they would cover them under warranty, and then they wouldn’t, and so on.  This is very poor customer service.The fact is that these systems are defective and should be replaced or refunded.
Regards,
[redacted]

We Talked to [redacted] on 6/4/15 and she was to be going back to Home Depot to get the Refund.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I had not heard back from the company other than a message saying you had sent it to the wrong department.  I was awaiting a final response from them so I could say all was resolved now.I would like to have the case closed satisfactorily that the company has resolved the issue with me by providing the refund that I requested. Thanks,[redacted] H. [redacted]