Pentair Water Pool and Spa, Inc.

Review: I purchased the pump end of July 2015 via internet and received it Aug 3 2015. Pump quit working on September 11, 2015. I was told by the Simer Company to return the pump for evaluation. The man answering the 800# was condescending and obviously does not like his job. I paid for returning pump to Simer via UPS. I waited two weeks and called to verify they were sending me another pump. I think the same man answered the phone because he had the same tone. After being on hold for several minutes he sent me to voice mail. The same day I received a call from a nice lady. She explained that I had to wait another 4-6 weeks for the pump to be evaluated to see if they intend to replace my pump. This was due to the fact that they only had one person to do evaluations and a whole room of pumps ahead of mine.Desired Settlement: I need/ want a new pump. I use this pump to water my yard. I do not need the run around or delay from Simer. The warranty says one year and they need to stand up and do the right thing and not take advantage of consumers.

Business

Response:

To my Understanding and seeing, this Claim has been taken care of. The Product Simer [redacted] was Delivered to [redacted] by FedEx on 10/10/15 at 10:16 AM. Thank you for letting us be assistance to you all. SWW

Review: I bought a sump pump from them about a year ago.Came home from a weekend away to find out the pump died.Called them and they said there is nothing they can do because we don't have a receipt.Who keeps the receipt if the product is waranty for two years.They also want us to pay for returning it to them.I should not have to pay a thing they should give me a refund cause I dont want a replacement for something that doesn't work.Desired Settlement: pay us $123.00 what we paid for it.

Business

Response:

The customer has been contacted and their warranty issue has been resolved.

We have sent the customer a Battery Back-Up Sump Pump in exchange for warranty.

We have shipped the unit to their address at:

Mr. [redacted],

Review: Last January, my well pump at my house began getting louder. I was aware that at some point, I would need to replace the pump. Upon examination of the pump, I chose to look for a pump as close to what I already had as I could, however found that the exact pump was no longer available. I then began research online and found the Flotec Thermoplastic Convertible Jet pump 1HP. It looked about the same as what I had and was also a 1 HP which is what I had. I read about the FLOTEC company being the Leader in Residential Water Management Products and was impressed with the company. I found that [redacted] carried the pump however after going to my local [redacted] store, found that the 1HP was only available online. I purchased the pump from [redacted] online for $297 and decided to wait until my pump quit and I would now have a replacement available. Well, my pump ran until 10/20/13 and at that point we needed to replace with the new Flotec pump. My son and stepson who are experienced at these kinds of repairs/replacements unhooked the old pump and installed the new one. However, they could not get the pump to build pressure. They reprimed and still no pressure. We then purchased and ran all new lines down the well and still no pressure. By this time, two days has gone by and no pressure and no water to my house. At this point we decide we need to call on professional help. I called around for a plumber/well pump specialist, and one was able to make it to my home on 10/24. (now 5 days no water, 6 person household, and I have lost 4 days of work hauling water to cook, flush toilet, etc and waiting for a plumber to come by.) The plumber is at my house all day and he cannot get the pump to build any pressure either. He then says "It has to be the pump" to which I answer, its brand new out of the box. He stated that with everything that had been done and redone, there is nothing that could keep it from building pressure other than a defective pump. He at that point split the pump and it was missing a screw inside and also an "o" ring. He said the pump is defective and showed me in the manual for the pump that there should have been an O ring on the shaft thing. He at that point told me there was nothing he could do with that pump as it may also be missing other parts and with the o ring missing it could have sucked stuff into the pump. So now I am 5 days with no water, have missed work and now have a bill for a plumber for a full day. At this point I am furious. I have two young Grandchildren that live with us, we have been running around to other houses to take showers every night, boiling carried water to do dishes, flushing the toilet with buckets, going to the laundromat, etc. I called the [redacted] "800" and am told they only warranty for 90 days and that I need to contact the manufacturer. I called FLOTEC, explained the problem to the Technical Department and was told it is a manufacturer defect and is covered for one year from date of purchase and was told to take it to [redacted] for a cash refund. MEANWHILE, I STILL HAVE NO WATER!! The plumber could not get back to install another pump until 10/29, which ended up being 10 days without water, alot of headache and alot of money and alot of stress. The bill for the specialist was $1371. I had to borrow the money to pay the plumber.Desired Settlement: I am requesting full repair costs to be reimbursed for the cost of the plumber and new pump installation of $1371.00 , the lines I replaced to the well and didnt need to ($94.00), my loss of work using vacation days ($800), the cost of going to the laundromat ($36.00) and the over all stress caused by not having water to my home for 10 DAYS which wouldnt have happened had the product been manufactured correctly and had proper quality control been utilized. I did return the pump to [redacted] and was given store credit. I am asking for a settlement of $2301.00 total to cover all of the expenses and hardship incurred.

Business

Response:

I explained to [redacted] that her requests for compensation are outside what our warranty covers. Our factory warranty only covers the product (I have attached a copy of the warranty statement that was included with the product. Please see page 3 of the attached PDF file). I told [redacted] that many hardware stores (including [redacted]) sell “extended warranties” that might cover the expenses she is claiming she has. She said she did not purchase any such coverage.

I explained that her requests for compensation were outside of the coverage our factor warranty offers. [redacted] then ended the call.

[redacted] still has our toll free number and can contact us back at any time.

I am considering this complaint closed.

Applications Specialist

Review: I have a pentair pool system that I paid over $5000.00 for it. I had have several issues with the system and no pentair tech that has been sent to my house have a complete knowledge of the system. The cell broke down a year ago and the came and replaced it under the warrantee . Now a year later broke again ( I'm not under warrantee now , I called customer service and first they have an attitude problem and not willing to work with their customers, second he said my cell was installed wrong . I told him the their tech came a year ago to change it and never informed me about the issued , they said is not their job to do that , they change it either way if is wrong or right . That means that they let their customers fall into this big hole of not knowing and they do things wrong so we can call later for the same problem and then charge for the same problem. I spoke to Todd and my husband to [redacted] . They had a very bad attitude and mike hanged up the phone on my husband . I don't know how they are still up and running

Bottom line is they knew my cell was installed wrong and never said anything so I had replace it again and actually pay for it

I spoke to Todd yesterday and he acknowledged that a cell that is installed wrong is going to brake down within a year or less.

I spoke to him today and he said that he wasn't able to help me with not the best attitude. They new it was bad a year ago and never said anything so when it brakes again just like it happened now they can get my moneyDesired Settlement: I need the system cell and the remote control replaced

Business

Response:

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.

Review: bought a pump from flotec and it did not work. I contacted the warrantee division and they refuse to fix it.

I bought a flotec utility pump in early july and brought it to the job. I took it out of the box attached the hoses to the pump and put the intake hose in the water and the outtake hose outside of the water. the directions said it would have no problem pumping in this type of configuration. when I plugged the pump in no water came out. I continued to let it run thinking it takes time to get primed but instead when I went to pick up the pump to see why it wasnt working it burned my hand and smelled of melted plastic. I contacted the company and they said to ship it to them and they would look at it and decide if they were going to repair it. they e-mailed me yesterday saying there not going to repair or replace it because it ran dry and melted. I know the pump can not be allowed to run dry like the directions say but the pump was not left to run dry. it was watched the whole minute it was on and never moved so much as a drop of water. the pump was faulty from the begining and I expect the company to make good on there product and I will not stop untill I get a satisfactory resolution to this issue. a complete refund is acceptable or a replacement pump that has beed tested by them to insure it works can be sent back to me. I have requested that the company send me back the pump I sent them because it is my property and I will need it for the law suit if it comes to that. I have not yet heard back from them.Desired Settlement: a replacement pump or a full refund.

Business

Response:

We have contacted Mr. [redacted] and resolved his complaint.

We have agreed to replace his pump under warranty directly. He should receive his replacement pump soon.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

From: [redacted]

Date: Tue, Aug 12, 2014 at 8:16 PM

Subject: Re: You have a new message from the Revdex.com of Wisconsin

To: "[redacted]

thank you for your help in this matter. It isreally great that you are there to help people in need. I recieved a phone call from the company and they have agreed to replace the pump. as long as they follow thru with what they say there going to do then I find that to be a satisfactory conclusion to this problem. I recieved the call 9/12/14. thanks again for all your help.

Review: On February 04 2015 I purchase a 4"Submersible Well Pump from Home Depot in Collierville Tn. My receipt was only good for 90 days but the warranty on the box is for 3 years I call the company that it was made by they told me that they could only check it out an see what the problem was but that I would have to pay to ship it to them or just throw it away Purchase price for that item 375.00.I had to purchase another on 05/23/2015 just to have water in my home This is the third pump I have purchase in 5 years I WANT A REFUND WHAT GOOD IS A WARRANTY AN U ARE NOT GOING TO STAND BEHIND IT.Desired Settlement: REFUND

Business

Response:

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

Review: PriceWise Plumbing installed two American Plumber filtration systems by Pentair (this business). They were never turned on and found to be plumbed incorrectly. Pentair stated they would allow them to be returned for a refund. They then revoked what they had stated. They put me through the ringer for months and then changed their mind. The health issue is that they allowed the plumber to turn on the system 1 time, and he backflushed the carbon and everything in the filters into our home plumbing, sinks, drinking water, baths, etc. These systems now no longer work and are going to be sent to a land fill. This company had a chance to do the right thing, but they did not. I still would like them to refund me and take these systems back.Desired Settlement: Refund of my $2,000 for these systems.

Business

Response:

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.

Consumer

Response: