Pentair Pool Products

Only 4 years old and failed to work this month when we tried to open for the summer. Can one order only the Control Panel and have an Electrician replace it? If yes where can we order this part? Had the company come and look at it that installed the Pentair 342001 SuperFlo VS Variable Speed Pool Pump, 1 1/2 Horsepower, 115/208-230 Volt, 1 Phase - Energy Star Certified, they suggested I contact an electrician. Contacted a licensed electrician and he found that the Control Panel was no getting any electricity; therefore, was not working. We have had the system checked every spring when they come and open for the summer and has worked up to this year. I believe the system should work longer than 4 years!

Complaint: I am rejecting this response because:Are they kidding? I ask they they look at the Sta-rite warranty which states year full coverage from the date of installationI also ask, if pentair has such great reviews, then why do I have plumbers responding to my post on there facebook page that pentair do not honor there product or warranty and they refused to sell there product anymoreThey can also look on yelp reviews and you will see plenty of complaints against themMy regret is that I didn't do more research on this company before I purchased there productthere offer is just nonsense they want to take the heater to exaime it but state that I proably wouldn;t get it back and then they can say whatever they want and I will have no heater and no evidencei will accept nothing less than my $returned to me so that a can purchase a new heater from a reputable company that stand behind there productAgain I state that I have owned pools for over years and have had previous heaters and never had a problem like thisI will flie a small claims case against them and the plumber who I purchased and who installed the heaterThis is not going away Regards, [redacted]

The Limited Warranty that was shipped with the heater states “Exceptions that may results in denial of a warranty claim Damage caused by failure to maintain water chemistry in conformity with the standards of the swimming pool industry ” Additionally, Pentair only needs the heat exchanger to review not the entire heater Since the review might destructive the heat exchanger will not be a viable component of the heater any longer but if you would like we can return it to you More importantly, the review will be well documented with pictures which will be forwarded to you If it is revealed that the corrosion is a manufacturing defect, Pentair will replace the heater under the terms and conditions of the warranty But at this time we must respectfully deny your request for full reimbursement of the subject heater

Complaint: I am rejecting this response because: Regards, M [redacted] When you look at the original email sent to your company where I registered all the products, you will see that I asked how to register the original remote, but could not find the serial # Please see following correspondence of the email noting that I had registered all products possible dated 11/19/2015.I made comments in subsequent warranty issues regarding the Easy Touch Remote and if you look thru the warranty issues for my pool, you will see those noted I did everything I could at the time of warranty registration, and at the time, it was acceptable to your company To retroactively cancel the registration due to errors on your companies registration process is not acceptable You should stand behind your products especially when the error for completing the process was on one of your employees, and it is well documentedIt is not ok to pick and choose which products you will stand behind due to a clerical error There has not been any attempt to deceive the company and the only error was made by women in the company Protocol was not followed, but it was not intentionally by either parties.Morris From: morris oswald Sent: Thursday, November 19, 7:PMTo: Reed, AngieSubject: RE: TS We never were given a list of all the equipment installed We signed off on the original designand then paid cash over instalments to Valley Design If I can send anything else, please let me know.I could not find a serial number for the remote control, and so that was not registered Warranty Information Model: Heaters-MastertempSerial Number:1117139140027NDate Purchased:11/11/20142.You have registered the following Pentair product: Warranty Information Model: Filter - Clean & Clear +Serial Number:01961291400710Date Purchased:11/11/Warranty Information Model: Pumps - IntellifloSerial Number:0332072140394QDate Purchased:11/11/Warranty Information Model: Pump-WhisperfloSerial Number:0326128140383PDate Purchased:11/11/ From: [email protected] To: [email protected] Subject: TSDate: Thu, Nov 19:53:+0000Please register your equipment at Pentairpool.com click on support then product registration You will need serial numbers for this process off of your equipment I will also need a copy of the contract from the installer listing all of the Pentair equipment you had installed This helps to verify warrantyThank You, Angie ReedTechnical Support GroupAquatic Systems Pentair Aquatic SystemsHawkins Ave.Sanford, NC27330Office: (800) 831-7133Fax: (866) [email protected]

According to our records Mr [redacted] first contacted the Pentair Technical Service Department on May 9, regarding an issue with his ScreenLogic Interface Protocol Adapter The next date was May 12, regarding programming issues with his Variable Speed Pump with the ScreenLogic and on May 16, we shipped a replacement ScreenLogic Interface Kit More recently in July he contacted us regarding his GloBrite LED pool light Pentair was never contacted regarding any other of his multiple failed items as stated in the complaint Additionally, in order to obtain an extended three year warranty three of the following products must be purchased on the same invoice and installed at the same time: pump, filter, heater, automation system, automatic cleaner, lighting or salt chlorine generator Based on the proof of purchase provided by Mr***, which is attached, he purchased a ScreenLogic Interface and an extension Power Cord for his IntelliChlor Salt Generator which indicates he does not have a three year warranty Additionally when Mr [redacted] registered seven products on our website only two of them have a Pentair serial number, which is for a FNS Filter and Max-E-Therm Heater but no proof of purchase provided for these products I have also attached a copy of his registration information However, despite the fact that Pentair denies any warranty for this GloBrite LED pool light, in an effort to reach an amicable resolution Pentair is willing to review the proof of purchase and proof of installation of the Pentair equipment Please contact Robin Viola directly via email r [redacted] @pentair.com, fax ###-###-#### or phone ###-###-#### Once the requested documentation is received the appropriate steps under the terms and conditions of the Limited Warranty will be honored

minor-latin;">When Mr [redacted] spoke to our Tech Service Team member on December 22, 2014, to report an issue with his ColorCascade LED Bubbler the line was down due to a shortage of components to build the bubbler and they were on back order Unfortunately, at that time Pentair did not know an approximate date when the parts where going to be delivered to Pentair It is my understanding that the parts are schedule to arrive early next week with the anticipation of building the back-ordered bubblers and shipped by January 22, I am uncertain why the team member did not provide Mr [redacted] any information on our manufacturing dilemma and apologize for his inconvenience To clarify, his complaint states it is for his GloBrite which is not a bubbler but an LED light and our system states he has a failed ColorCascade LED Bubbler Unless I am notified to the contrary once we receive the parts to build the bubbler a ColorCascade LED Bubbler will be shipped to Mr [redacted] according to the terms and conditions of the Limited Warranty Thank you [redacted] [redacted] Pentair Aquatic Systems ###-###-####

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10065704, and find that this resolution is satisfactory to meMy husband and I are very satisfied with the follow up and consideration we have been given by the representatives at Pentair Regards, [redacted]

In order to obtain the benefits of the Limited Warranty with any Pentair Water Pool and Spa, Inc., (“Pentair”) product the consumer must be the original owner, be within the warranty period beginning on the date of installation, provide proof of purchase and contact Pentair technical service department Reading the complaint it alleges the cover of the IntelliChlor salt cell appeared to be pried off allowing water intrusion Needless to say, Pentair is not responsible for damage to a product once it has left our custody and control and more importantly does not manufacture salt cells with pried off covers However, in an effort to reach an amicable resolution to this matter, please provide Robin Viola with proof of purchase and digital pictures of the subject IntelliChlor including the damaged cover for warranty consideration Robin Viola ###-###-#### direct dial or [redacted] @pentair.com

The mechanical seal would have been covered under the terms and conditions of the Limited Warranty However, the pool professional should have notified the homeowner that there was a constant puddle under the pump to obtain the benefits of the warranty However, the puddle was ignored and additional damaged occurred to the pump which could have been avoided if Pentair was notified in a timely manner However, it is my understanding that MrFlynn spoke to the field manager directly and arrangements have been made to replace not only the mechanical seal but the motor as well strictly as a customer accommodation

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11567685, and I have contacted Robin Viola as instructed with all the info requestedRobin has been kind enough to agree to send a replacement for the defective cell and I truly appreciate it Regards, R [redacted] Robin ViolaRobin Viola

minor-latin;">Pentair apologizes to Mr [redacted] for the alleged substandard service he received through our website and e-mail Unfortunately, it is difficult to read a person’s response and personality via email and any response Mr [redacted] received was not meant to be belligerent or without a pleasant attitude Under circumstances when the Main Body Motor Housing fails it is from poor water chemistry in the pool water and/or a compromised pool finish that actually damaged the Flat Seal, Foot Pad then eventually the Main Body Motor Housing Accordingly, pictures were requested and never received by Mr*** However, a gentle reminder of the picture request would have been greatly appreciated by Mr [redacted] instead of doing nothing until the pictures were sent I will be more than happy to help Mr [redacted] with this warranty claim He may call or email me directly ###-###-#### and/or [redacted] @pentair.com so this matter can be discussed and pictures can be received and reviewed Once I have reviewed the pictures together with any such other investigation as we may deem necessary, I will inform Mr [redacted] of the position taken by Pentair with regard to this warranty claim Sincerely, [redacted] Intellectual Property & Claim Manager

The Limited Warranty that is shipped with all Pentair products clearly states it is for the original owner only, beginning on the date of installation and is not enforceable by any third party Please see the attached warranty card that was shipped with the subject light This non-transferable warranty is common practice not only industry wide but in the majority of any product purchased in the United States However, it is not intended when pool is built to help the residence become more appealing for a seller or the home including the pool is built with the intention of immediately selling the home With proper documentation we can transfer the limited warranty to the new homeowner Please contact Robin Viola ###-###-#### or [redacted] @pentair.com so documents recording the purchase of the home can be reviewed Please do not install the light purchased from Leslie’s so it can be returned if the Pentair warranty is instated

Complaint: I am rejecting this response because: 1) Pentair claims that I have not contacted them about other failed items This is incorrect Their failure to properly log and archive my previous issues only serves to highlight their poor attention to customer service and their questionable document retention practices 2) Pentair claims that only two of the seven items I registered have Pentair serial numbers, either implying that I am lying or that my pool builder, Concord Pools of Latham, NY (one of the top-pool builders in the country) is installing counterfeit Pentair productsAside from the fact that I don’t even own a “Max-E-Therm” heater, every Pentair item that we own (pump, filter, automation system, lighting, salt chlorine generator and panel) have identical serial number stickers on them These are the numbers I provided I can certainly provide digital photos of the items in question, but the fact that Pentair cannot identify these items is another indicator that their internal systems are sorely lacking In addition, I provided the full installation contract from Concord Pools when I registered my Pentair products (attached here AGAIN) which clearly lists an Intellichlor SC-Salt System, Pentair LED lights, a HP WhisperFlo Pump (which was subsequently changed to an IntelliFlo VF pump when it failed after three weeks), an EZ Touch panel, and a Pentair DE filter Again, I cannot comment on Pentair’s shoddy document retention practices, but I will certainly let Concord Pools know that Pentair has indicated that they installed counterfeit products and demand an explanation3) I will not contact Robin Viola or anyone else at Pentair directly Pentair has shown that their customer service practices are suspect at best, and I have no intention of “resolving” this issue outside the Revdex.com complaint and resolution process where I can at least document the issues in a public manner I have honestly never seen a company work so hard or treat a customer so poorly over such a relatively inexpensive item It is important that they either stand behind their products or be exposed for their poor manufacturing and worse customer service practices in some meaningful way Regards, J [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11606635, and find that this resolution is satisfactory to meI do not need a long cord -- the transformer is in a weatherproof box close to the pool 50' would be plenty My shipping address is: [redacted] Drive Altamont, NY Regards, J [redacted] ***

Complaint: I am rejecting this response because:Are they kidding? I ask they they look at the Sta-rite warranty which states year full coverage from the date of installationI also ask, if pentair has such great reviews, then why do I have plumbers responding to my post on there facebook page that pentair do not honor there product or warranty and they refused to sell there product anymoreThey can also look on yelp reviews and you will see plenty of complaints against themMy regret is that I didn't do more research on this company before I purchased there productthere offer is just nonsense they want to take the heater to exaime it but state that I proably wouldn;t get it back and then they can say whatever they want and I will have no heater and no evidencei will accept nothing less than my $returned to me so that a can purchase a new heater from a reputable company that stand behind there product Again I state that I have owned pools for over years and have had previous heaters and never had a problem like thisI will flie a small claims case against them and the plumber who I purchased and who installed the heaterThis is not going away Regards, [redacted]

Again we apologize but it is imperative that we receive a complete copy of your pool contract to ensure the automation portion qualifies for the extended three (3) year bundled warranty We are aware that the contract may not state specific products by name but it will list all products generically Once the contract is received and reviewed we should be able to establish the term of your warranty for his particular product

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10356440, and find that this resolution is satisfactory to me The bubbler light was replaced today so the issue has been resolved Thank you [redacted] ***Owner/Managing Member Regards, Joe Pedro

I bought a Pentair Intellichlor salt chlorine generator for my pool, through a local pool maintenance company. They installed it two years ago and it went bad this year and stopped working. The pool company replaced the malfunctioning device free of charge, saying it was under warranty. I thought the warranty should be extended, since the malfunctioning device was replaced by a new device. I was told that this is not the case: the warranty is based on to the original purchase date. Since this was not the policy of my local pool maintenance company, I took up my beef with Pentair. The representative I interacted with at Pentair, Laura Dunn was rude and terse in her responses to my inquiries. When this chlorinator malfunctions, I will like be looking for something other than Pentair and I recommend you do the same.

Complaint:
I am rejecting this response because: 1ST OF ALL I NEVER RECEIVED PENTAIRS LIMITED WARRANTY2ND I AM ENCLOSING A COPY OF YOUR YEAR WARRANTYI AM ALSO ENCLOSING A PICTURE WHICH WAS TAKEN RIGHT FROM YOUR WEB SITE IN WHICH PENTAIR STATES THAT THE MAX-E-THERM HEATER IS A HEAVY DUTY UNIT THAT STANDS UP TO THE HARSHEST OF APPLICATIONS, LIKE LOW PH, HIGH FLOW OR HEAVY USETHESE ARE YOUR WORDS NOT MINETO ME THAT CONTRADICTS WHAT YOU ARE SAYINGI AM REALLY CONFUSED BY WHAT YOU ARE SAYINGFIRST OF ALL, ANDREW FROM HYDRO PLUMBING, WHO YOU SENT TO LOOK AT MY HEATER STATED THAT THE EXCHANGER WAS ERRODED DUE TOO TO MUCH SHOCK OR CHORLINEI FOUND THAT INTERESTING BECAUSE WHEN I OPENED MY POOL THIS YEAR IT WAS DIRTY DUE TO A WHOLE IN THE COVERAND I DIDNT WANT ALL THAT DIRT GOING THROUGH MY BRAND NEW HEATER AND POSSIBLE CLOGGING ITSO WHEN I OPENED MY POOL I COMPLETELY BY PASSED THE HEATERYES I SHOCKED MY POOL LIKE I DO EVERY YEAR AND VACUMED IT AND BACKWASHED THE FILTERI DIDN'T HOOK UP THE HEATER UNTIL A WEEK LATER WHEN THE POOL WAS COMPLETELY CLEAN AND THE CHEMICALS WERE BALANCEDI WOULD REALLY LIKE TO KNOW EXACTLY HOW MUCH SHOCK OR CHLORINE THAT WOULD HAVE TO BE PUT INTO A X OVAL POOL TO DO THE DAMAGE YOU CLAIMALSO CONSIDERING THAT EVEN THOUGH THE HEATER WAS MONTHS OLD, IT WAS ONLY CONNECTED AND IN USE FOR FOUR MONTHSIT WAS INSTALLED MID JUNE 0F AND THE POOL WAS CLOSED MID SEPTEMBER OF AND THEN OPENED MEMORIAL DAY WEEKEND OF SO IN MONTHS, YOUR EXCHANGER ERROIDEDI WOULD ALSO LIKE TO KNOW WHAT GRADE COOPER YOU USE FOR YOUR HEAT EXCHANGER BECAUSE IT MUST BE SUB STANDARDI AM ALSO ENCLOSING A COPY OF MY POST TO YOUR FACEBOOK PAGE WHERE A PLUMBING COMPANY RESPONDED AND SAID THEY REFUSE TO SELL YOUR PRODUCTS ANYMORE BECAUSE YOU DO NOT HONOR YOUR WARRANTY!!!
I AM ENCLOSING COPIES OF MY RECEIPTS PROVING THAT I PAID $FOR YOUR HEATER AND INSTALLATIONEVEN THOUGH I KNOW YOU ALREADY HAVE THEMI WANT A COMPLETE REFUND OF $AND YOU CAN HAVE YOUR HEATER BACK TO RUN ALL THE TESTS YOU WANTSO MAYBE YOU CAN IMPROVE YOUR PRODUCT AND STOP RIPPING PEOPLE OFF
Regards,
*** ***

The June 14, 2016, inspection revealed thinning of the walls of the cooper finned tube so severely that not only are they paper thin but one is corroded down to the o-ring and a second is near itThis is indicative to improper water chemistry balance of the pool water. See the enclosed
picture which reveal the substantial damage. This is a clear indicator that the events leading to the subject occurrence were not the result of a defect in design or manufacture of the heater. Please reference pages 48-of the manual that came with the heater wherein it is stated “CAUTION Heater Exchanger damage resulting from chemical imbalance is not covered by the warranty.” While we deeply regret the problem Ms*** encountered, but based on the above stated facts, we must conclude that the heat exchanger and heater were not defectively manufactured and this could have been avoided if the chemicals were properly maintained. Pentair’s Max-E-Therm heater and heat exchanger have proven to be very reliable if operated and maintained properly. For these reasons, we have respectfully denied warranty based on the terms and conditions of the Limited Warranty that came with your heater. However, despite the fact that Pentair denies liability for this matter, in an effort to reach an amicable resolution, strictly in the interest of customer relations, Pentair is willing to review the heat exchanger in our research and development lab to try to conclusively determine the cause of the failure. Since the heat exchanger is so corroded the analysis might be destructive in nature and the heat exchanger may not be returned in one piece. If this is acceptable please contact Robin Viola directly ###-###-#### or ***@pentair.com