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Reviews Pentair Pool Products

Pentair Pool Products Reviews (58)

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 me. I 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 12009
Regards, 
J[redacted]

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.

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

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

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 requested. Robin 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

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]

+1

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.

I
just emailed a release to Mr. [redacted] memorializing the agreement reached with
Pentair to reimburse funds to Mr. and Mrs. [redacted].

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 requested. Robin 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

It was originally reported to Diane
Albin with Tech Service that there was an issue with...

a Kreepy Krauly Classic Pool
Cleaner not moving in the pool.  Since
this is a suction side pool cleaner and attaches to a suction port inside the
pool the issue was not being properly diagnosed.  It was later revealed in a picture that the
issue was in fact with a Kreepy Krauly Legend Pool Cleaner which is a Pressure
Side cleaner which attaches to the return of the circulation system and
requires a booster pump to run.  It was
never reported that gears in the cleaner were stripped over on one side.  Pentair apologizes for the miscommunication in
the email between Diane and Mr. [redacted] it was inadvertent and not a way to avoid
providing warranty.  Kindly provide proof
of purchase for the subject cleaner to [redacted]@pentair.com
or fax ###-###-#### and a replacement Kreepy Krauly Legend Pressure Side Pool
cleaner will be forwarded.

Thank you very much for your pool contract and apologize for the trouble you have been through.  At this time I cannot explain why the contract was not showing up on our product registration website and please be assured we are not alleging any fraudulent activity we simply could not locate the provided serial numbers in our system.  Since the contract states 4 light Evenglo LED or 4 Everglo LED I emailed Concord Pools to determine which GloBrite you specifically have.    They have confirmed it is a GloBrite but unclear if it is 100 foot cord or 150 foot cord but reported it is a fairly long from where the EasyTouch Automation and transformer are mounted.  Would you prefer 150 foot cord replacement light or would you like to measure first?

Complaint: 11606635
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-3 pool builders in the country) is installing counterfeit Pentair products. Aside 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-20 Salt System, Pentair LED lights, a 1 HP WhisperFlo Pump (which was subsequently changed to an IntelliFlo VF pump when it failed after three weeks), an EZ Touch 4 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[redacted]

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.

Review: We had an in ground pool built in February of 2014 and had all Pentair products installed including heater, filtration, pump, cleaner and lights. Our bubbler led light stopped working. I called customer service at Pentair and they told me that they were on back order and did not if or when the lights would be available. I was told there was a problem with the lights and they were not sure if they would be available. The lights are less than a year old. They did not offer me any reimbursement or solutions/options. I would like Pentair to replace the defective bubbler light. Island Way Paver and Pools installed our pool and equipment. We also have a 3 year warranty with all Pentair products installed in our pool.Desired Settlement: We would like the defective light replaced or repaired.

Business

Response:

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]Pentair Aquatic Systems###-###-####

Business

Response:

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. [redacted] on 01/14/15 under tracking number [redacted]263

with an estimated delivery date of 01/20/15.

Consumer

Response:

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.

Review: I bought a new pressure side pool cleaner from Pentair to replace old one May 1 2014. About one month later pool cleaner went in circles. After seeing gears in cleaner were stripped over on one side. Reason for it only pulling on one side. I asked for new replacement and all I got was a bunch of e-mails saying they didn't know what I wanted. Namely ([redacted]@pentair.com)Desired Settlement: Kreepy Krauly Legend Pressure-Side Inground Pool Cleaner By Pentair Water Pool and Spa.

Business

Response:

It was originally reported to Diane

Albin with Tech Service that there was an issue with a Kreepy Krauly Classic Pool

Cleaner not moving in the pool. Since

this is a suction side pool cleaner and attaches to a suction port inside the

pool the issue was not being properly diagnosed. It was later revealed in a picture that the

issue was in fact with a Kreepy Krauly Legend Pool Cleaner which is a Pressure

Side cleaner which attaches to the return of the circulation system and

requires a booster pump to run. It was

never reported that gears in the cleaner were stripped over on one side. Pentair apologizes for the miscommunication in

the email between Diane and Mr. [redacted] it was inadvertent and not a way to avoid

providing warranty. Kindly provide proof

of purchase for the subject cleaner to [redacted]@pentair.com

or fax ###-###-#### and a replacement Kreepy Krauly Legend Pressure Side Pool

cleaner will be forwarded.

Review: We have a pool heater that was installed at the end of May 2013 during a new pool installation. We wanted to heat the pool for our sons birthday party, upon trying the heater would not fire. Through the pool installation company a work order was created and a sub contractor was dispatched. We where told that it was not getting enough gas to run it correctly and where told how to resolve that. We followed the steps that we where told and spent additional money to have this performed, once complete the heater still does not work. Sub contractor came back out, replaced 2 parts and was unable to get unit repaired and told us a manufacturer rep would contact us. To this day no manufacturer rep has contacted us after multiple attempts by ourselves and the pool installation company. I finally called a warranty hotline and spoke with a gentleman named Mark, he said he would look into it and contact me back. He called later same day and explained that the repair tech would be out the next day (today 11-05-2013) as he would be out of town after that. He has never shown up and also did not call to explain why. Our original email was sent on 9-29-2013 and again as of today 11-05-2013 we have not seen an actual manufacturer rep nor have we received a phone call to explain the issue.Desired Settlement: I feel at this point that Pentair pool equipment lacks any type of customer service qualities and want the defective heater replaced and the $550.00 additional dollars that we spent following their recommendations performed with the same issue that we started with. We have been more than patient during this entire process and are now left wondering if they are going to do anything at all.

Business

Response:

Pentair Water Pool and Spa, Inc. (“Pentair”) deeply regrets the substandard service Mr. [redacted] feels he received regarding the warranty for his MasterTemp Heater. However, based on our understanding of events the first service call on 10/04/13 revealed the gas meter was undersized for the heater and caused insufficient gas pressure into the heater. The 250,000 BTU meter that was installed was sufficient for the house furnace and water heater but adding a 400,000 BTU pool heater proved to be inadequate. Unfortunately, once the meter was corrected the same cycle issues with the heater continued. On 10/24/13 the service center replaced a gas valve and igniter kit but that did not rectify the issue so they requested that a Pentair field technician go out to troubleshoot the heater. Regrettably, Shawn Williams was unable to get out to Katy, TX until 11/05/13 where his inspection revealed the heater was cycling as reported and after replacing the stack flue sensor it ran as designed. Under the terms and conditions of the Limited Warranty that came with your heater Pentair has the option to repair or replace the item, but given the circumstances at this time, the heater should be up and running. If it is not contact Robin Viola directly at ###-###-#### and arrangements will be made for Shawn to meet Mr. [redacted] at his residence. For these reasons Pentair must respectfully deny the request for a new heater and reimbursement for the properly sized meter in the amount of $550.

Review: Our original complaint number is 57254540. I am no longer able to access that complaint. It was closed without resolution because we live in Michigan and swimming season is only so long.We had issues with our Pentair MiniMax 200 heater from the second year it was installed (2008). In that year our local heating and cooling company jumped the gas valve and it started on fire and was badly damaged. They replaced it but the second one showed the same issues. The fall of 2012 we closed the pool once again with a broken heater. In the spring of 2013 until now this is where we stand.June 5 2013 After our original complaint we contacted Pentair and received an email from Alex Arevalo giving us this reference case number TS01012351. He also recommended a local heating and cooling company (same one that started the first heater on fire)Multiple parts were replaced. In around the end of june WE were able to get the heater working because my husband found that someone had switched two wires. Aug 12 2013 the problem resurfaced. Another email was sent to Alex Arevalo.Sept 12 2013 we received an email from Kelly Houlihan stating our issue has been assigned to Liesuretime Pool and Spa. Work Order number WO-00331445. "Covering Call Under Warranty as one time accommodation"Liesuretime was too busy to come outso we winterized and closed the pool. 4/14/2014 we contacted Alex and Kelly asking for another authorized dealer. We received an automated response stating Kelly was not available. We then sent an email to Ben Patterson. No response.4/15/2014 received a note from Diane Albin from Pentair. She stated she would contact a company to fix the furnace.Leisuretime pools(Tony)came out and after three hours, diagnosed a bad gas valve. Tony indicated it would take 2 weeks to receive the part. No part was ever furnished but an offer to purchase a new Pentair heater was proposed with an install fee of $450.00. Price of heater $1550.00. Same price as we can get online. Emailed Pentair Execs, No ResponseDesired Settlement: I replaced every single part on my heater, last year, with the exception of the Gas Valve. I would like to be reimbursed for all those parts. Not even two of the "recommended" repair companies could fix this heater. I can furnish Pentair with the cost spent with Wind Surf and Sail with whom I purchased all these parts. I have also since purchased a new heater from them.

Business

Response:

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.

Business

Response:

I

just emailed a release to Mr. [redacted] memorializing the agreement reached with

Pentair to reimburse funds to Mr. and Mrs. [redacted].

Consumer

Response:

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.

Review: KREEPY KRAULY SUCTION SIDE POOL CLEANER was purchased on Amazon. After 6 months or so the foot bad and flat seal fell off. Basically system stopped functioning. Later found the reason was that the 370500Z Main Body Motor Housing bottom part that all this attaches to was completely falling apart therefore the rest had no way of staying attached. Of course this came after purchasing a new foot pad and seal.When I contacted there customer service a quite belligerent response basically told me that it was due to not replacing a maintenance part, the foot pad, and I was quoted a reason they would not help me. Funny thing before purchasing and I contacted them they assured me this was a VERY STURDY device and nothing would have to be replaced. I told them I used to own a Barracuda and it lasted 6 years but I was looking at theirs due to the design. Once again the rep stated it would last me quite a while and was made of very sturdy material.If it was a couple of years I would understand it however I purchased this and installed in June 2014, $300 unit should last longer than 6 months. Not to mention a company should stand behind there product as the Amazon warranty had stated. Without the attitude. This unit was used in prescribed method and was maintained carefully, I want this to last as when it worked it was a great tool.Desired Settlement: I would like the main body motor part 370500z replaced. I already paid to have the seal and the foot pad replaced. Think that is a fair solution. I have submitted my invoice and proof of purchase to them and can do so again if necessary. Not looking for anything but the parts that will make this function.

Business

Response:

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

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Description: SWIMMING POOL EQUIPMENT & SUPPLIES, CONTRACT MANUFACTURING

Address: 10951 W. Los Angeles Ave., Moorpark, California, United States, 93021

Phone:

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