Pentair Pool Products

As stated in my January 7, 2015, complaint
response the parts to build the ColorCascade LED Bubblers were schedule to
arrive early that next week (which was this week) with the anticipation of
building the back-ordered bubblers and get them shipped out by January 22,
2015. However, according to our records
the replacement bubbler was shipped to the Mr*** on 01/14/under tracking number ***
with an estimated delivery date of 01/20/

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: ** *** *** Drive Altamont, NY 12009Regards, J*** ***

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 ***@pentair.com

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 practices2) 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 explanation.3) 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*** ***

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

Ordered pentagram product from amazon and it was delivered half boxed and half taped. Product damaged. Amazon shouldn’t have sent product without box , especially pool filter. Very disappointed. Declined package. Reordered but will take time and we’re having pool resurfaced so very inconvenient. Won’t order pentair product from amazon again.

We apologize for the miscommunication and regret the problems you have encountered during the process to register your products and obtaining warranty.  When you originally provided documents for the equipment installed at your residence only the last page of your pool contract was downloaded,...

emailed or saved. For an unknown reason it was never questioned or noticed for this portion of the registration process.  In order to add your EasyTouch Automation system along with the wireless remote we must have a complete copy of your pool contact that list all products that were installed to qualify for the extended three (3) year bundled warranty.  Unfortunately, until we receive the proper documentation it is deemed the spa side remote was purchased and installed during a separate time period and would only qualify for a one (1) year Limited Warranty period.  You can send all documentation to R[redacted] fax ###-###-#### or r[redacted]@pentair.com

Pentair was not contacted by Mr.
or Mrs. [redacted] until June 2013 regarding any...

issues they had with their MiniMax
CH pool heater.  Based on the terms and
conditions of the Limited Warranty in order to obtain the benefits of any
warranty the consumer must contact Pentair as soon as possible after discovery
of the defect, but in no event later than the expiration date of the warranty
period.   Pentair was not contacted until 5 years after
the subject heater was installed which was 3 years past the Limited Warranty
period.  Nevertheless, to help diagnose
the heater issues I personally provided my email address requesting pictures
and documentation in the first Revdex.com complaint number 57254540 and neither Mr.
nor Mrs. [redacted] responded.  Furthermore,
Pentair responded to a call in September 2013, but the pool was closed and
nothing could be done.  In April 2014,
Pentair offered to repair the damaged heater or offered to sell a new heater at
our demo price.  Pentair’s MiniMax CH
heater has proven to be a very reliable product if installed, maintained and
operated properly.  Needless to say,
Pentair is not responsible for damage to the heater once it has left our
custody and control, especially since we were not contacted regarding any
issues for the first five years after it had been installed.

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 me.
My husband and I are very satisfied with the follow up and consideration we have been given by the representatives at Pentair.
 
Regards,
[redacted]

Complaint: 12166161
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 2 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 documented. It 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 2 women in the company.  Protocol was not followed, but it was not intentionally by either parties.Morris
From: morris oswald <[email protected]>Sent: Thursday, November 19, 2015 7:27 PMTo: Reed, AngieSubject: RE: TS01313737   We never were given a list of all the equipment installed.  We signed off on the original designand then paid cash over 10 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.  1. 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:11/11/20143. Warranty Information Model: Pumps - IntellifloSerial Number:0332072140394QDate Purchased:11/11/20144. Warranty Information Model: Pump-WhisperfloSerial Number:0326128140383PDate Purchased:11/11/2014  From: [email protected] To: [email protected] Subject: TS01313737 Date: Thu, 19 Nov 2015 19:53:01 +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 warranty. Thank You, Angie ReedTechnical Support GroupAquatic Systems Pentair Aquatic Systems1620 Hawkins Ave.Sanford, NC. 27330Office: (800) 831-7133Fax: (866) [email protected]

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.

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,
2015.  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
###-###-####

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 Mr. Flynn 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.

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 Mr. Flynn 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.

Complaint: 11511570
I am rejecting this response because: 1ST OF ALL I NEVER RECEIVED PENTAIRS LIMITED WARRANTY. 2ND I AM ENCLOSING A COPY OF YOUR 2 YEAR WARRANTY. I 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 USE. THESE ARE YOUR WORDS NOT MINE. TO ME THAT CONTRADICTS WHAT YOU ARE SAYING. I AM REALLY CONFUSED BY WHAT YOU ARE SAYING. FIRST 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 CHORLINE. I FOUND THAT INTERESTING BECAUSE WHEN I OPENED MY POOL THIS YEAR IT WAS DIRTY DUE TO A WHOLE IN THE COVER. AND I DIDNT WANT ALL THAT DIRT GOING THROUGH MY BRAND NEW HEATER AND POSSIBLE CLOGGING IT. SO WHEN I OPENED MY POOL I COMPLETELY BY PASSED THE HEATER. YES I SHOCKED MY POOL LIKE I DO EVERY YEAR AND VACUMED IT AND BACKWASHED THE FILTER. I DIDN'T HOOK UP THE HEATER UNTIL A WEEK LATER WHEN THE POOL WAS COMPLETELY CLEAN AND THE CHEMICALS WERE BALANCED. I WOULD REALLY LIKE TO KNOW EXACTLY HOW MUCH SHOCK OR CHLORINE THAT WOULD HAVE TO BE PUT INTO A 15 X 30 OVAL POOL TO DO THE DAMAGE YOU CLAIM. ALSO CONSIDERING THAT EVEN THOUGH THE HEATER WAS 11 MONTHS OLD, IT WAS ONLY CONNECTED AND IN USE FOR FOUR MONTHS. IT WAS INSTALLED MID JUNE 0F 2015 AND THE POOL WAS CLOSED MID SEPTEMBER OF 2015 AND THEN OPENED MEMORIAL DAY WEEKEND OF 2016. SO IN 4 MONTHS, YOUR EXCHANGER ERROIDED. I WOULD ALSO LIKE TO KNOW WHAT  GRADE COOPER YOU USE FOR YOUR HEAT EXCHANGER BECAUSE IT MUST BE SUB STANDARD.I 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 $3500.00 FOR YOUR HEATER AND INSTALLATION. EVEN THOUGH I KNOW YOU ALREADY HAVE THEM.I WANT A COMPLETE REFUND OF $3500.00 AND YOU CAN HAVE YOUR HEATER BACK TO RUN ALL THE TESTS YOU WANT. SO MAYBE YOU CAN IMPROVE YOUR PRODUCT AND STOP RIPPING PEOPLE OFF.
Regards,
[redacted]

I just installed Pentair's new Screenlogic2 pool control system (I already had an Intellitouch Control panel). They have a new version (733) that they are distributing. Unfortunately, they continued to place a notice with their packaging that advises that a new "733 update" should be loaded (meant for older systems). Well, updating a 733 adapter with 733 update software results in a catastrophic frying of the Protocol Adapter (brain of the system). It took a while to figure all of this out, and this is where Pentair's Tech Support came through like a shining star. They were hands-on from the beginning, and endured my whining and bumbling all the way to where I now have a fully operational system with all the bells and whistles! One tech support rep, Wendy C., even stopped by to help solve the problem once and for all. It is pretty cool to be able to turn your pool lights and spa on from your cell phone! Kudos to Pentair and their tech support for making this all work!

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
normal 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. [redacted]. 
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

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.

According to our records Mr. [redacted] first contacted the Pentair Technical Service Department on May 9, 2016 regarding an issue with his ScreenLogic Interface Protocol Adapter.  The next date was May 12, 2016 regarding programming issues with his Variable Speed Pump with the ScreenLogic and on...

May 16, 2016 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. [redacted], 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.

Complaint: 11511570
I am rejecting this response because:Are they kidding? I ask they they look at the Sta-rite warranty which states 2 year full coverage  from the date of installation. I 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 anymore. They can also look on yelp reviews and you will see plenty of complaints against them. My regret is that I didn't do more research on this company before I purchased there product. there 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 evidence. I will accept nothing less than my $3500.00 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 14 years and have had 2 previous heaters and never had a problem like this. I will flie a small claims case against them and the plumber who I purchased and who installed the heater. This is not going away 
Regards,
[redacted]