Pentair Water Pool and Spa, Inc

Purchased home with new Pentair pump/motor. Motor is faulty. I tried contacting Pentair and they put me on hold for 2 hours. Emailed them, no responseI purchased a home that was bank owned in November 2015. Before closing on home, the bank replaced the pool equipment (pool pump, motor etc). The pump has been making a lot noise while on (I believe it is the bearings). I tried contacting Pentair (XXX-XXX-XXXX)to see about getting it replaced under warranty given that it is under a year old. I called them twice. The first time, I was put on hold for 45 minutes and finally got tired of holding so I hung up and called again. I was then put on hold for an hour and a half before hanging up again. I then proceeded to email them. I have yet to receive any emails from Pentair. It is unbelievable that customers have to wait over 2 hours to speak to someone (in my case, I never got the chance to speak to anyone. It is also absurd that their customer service is so terrible that they are unable to respond via email. I simply want to resolve my motor warranty issue. If this isn't resolved rather quickly, I will NEVER purchase another Pentair product again. Absolutely ridiculous.Desired SettlementReplace my motor or fix it.Business Response Contact Name and Title: [redacted] Claim ManagerContact Phone: XXX-XXX-XXXXContact Email: [redacted]@pentair.comWe apologize for the inconvenience of trying to call into the Technical Service Department. This year has proven to be very difficult and overwhelming for tech service calls. In order to obtain the benefits of our Limited Warranty proof of purchase is required. I will contact you directly to obtain the proper documentation to establish that the subject pump was purchased as part of the contingency of the purchase of the home. Once the requested documentation is received a service call will be set up under the terms and conditions of the Limited Warranty. In the meantime you may contact me at any time. [redacted] XXX-XXX-XXXX or [redacted]@pentair.com

I purchased over $10k worth of Pentair equipment in the past year- it does not work and Pentair is not respondingI purchased over $10k worth of Pentair equipment in the past year installed by a certified dealer. This includes the main controller, 8 color changing lights, and pumps. The GFI breaker trips when any of the pumps are running causing the lights to turn off. This means that that lights cannot be used when doing anything else. This problem has been going on for months. [redacted] Pools, an authorized Pentair dealer did the install, They have been out multiple times and are unable to resolve the issue. [redacted] has reached out to Pentair to get a rep out to look at the issue, but Pentair has not sent anyone. It is ridiculous that Pentair has not been responsive and taken accountability for these issues. It is coming to the end of the season and I have lost the summer with use of the new and expensive equipment. I hope reporting this issue will get come action and progress from Pentair.Desired SettlementI would like the issues resolved, so I can used the equipment I have invested in. If the issue cannot be resolved, I would like a full refund of the equipment and installation charges, so I can choose another company and equipment. Business Response Contact Name and Title: [redacted] Claim ManagerContact Phone: XXX-XXX-XXXXContact Email: [redacted]@pentair.comIt is my understanding the Pentair lights and pump work as designed independently and there only appears to be an issue when the pump and lights are running together. This is indicative to be an issue with a component of the electrical system which is not covered under the terms and conditions of the Limited Warranty. It is further my understanding that Mr. [redacted] called Pentair technical service today and after speaking with [redacted] was reassured that Mr. [redacted] will be in the office tomorrow to provide technical support while[redacted] Pools troubleshoot any electrical issue. If Mr. [redacted] does not find a solution he can contact [redacted] directly (contact information given to Mr. [redacted]) or me, [redacted] at 805-553-5247 [redacted]@pentair.com

Purchased a new aquarium filter from a reseller of [redacted]. The filter came apart the first day of use causing $2000.00 in damage.Purchased the fb300 aquarium filter new from [redacted] who advertised it new on [redacted] Upon receipt in original box with original accessories packaged as new hooked up filter seemed to work as expected. When I came home from work the next day heard my aquarium pump screaming as it was running dry. Went into room to find floor flooded, aquarium missing a good portion of water, fish dead and finished basement ceiling water damaged. Contacted manufacturer in regards to warranty as it states 1 year warranty. [redacted] immediately stated this was a Pentair product as Pentai manufactured it and he could tell by the picture I sent him as the unit was manufactured with a glue joint on the bottom which is incorrect. Being that the filter states Pentair on it we contacted Pentair who immediately stated they have not manufacturer one of these filters in 6 or 7 years. Considering I have had the filter for a weeks time in total that is of no concern to me. Pentair refered me to a [redacted] who demanded pictures again, my estimates, proof the item was sold as new... In another words do her investigating work for her. Than today via email [redacted] states Pentair has denied my claim because I purchased the unit off [redacted] and that the unit was stored incorrectly causing the failure. The relevance of where I purchased it is irrelevant per the 1 year warranty. Storage requirements are neither mentioned in the warranty or the packaging and are irrelevant as well. Lastly as a consumer unless there is a shelf life on the product which I have never heard of when the item is a plastic filter sold as new in box how would I know about the filter being 6 or 7 years old? Especislky considering a new FB300 filter is packaged identically as the one I received is the same color and includes the same warranty card! Pentairs failure to stand behind what they sell is a crime alone forget there poor manufacturing practices and there lack of concern to recall all the defective units distributed. Than Pentair excuses the failure by stating it was stored incorrectly for 6 years as well? This is not acceptable.Desired Settlement$2113.25 in damages per estimate submitted to [redacted]$400.00 in dead fish as submitted via email to [redacted]$75.00 cost of FB300 submitted via email to [redacted]Company buys back all defective units ever produced!Business Response Contact Name and Title: [redacted] Claim ManagerContact Phone: XXX-XXX-XXXXContact Email: [redacted]@pentair.comThis complaint is with Pentair Water Pool and Spa, Inc. NOT [redacted] Eco-Systems, Inc. Pentair Water Pool and Spa does not sell product directly to [redacted] or any [redacted] vendor including but not limited to [redacted] only to large distributors and pool builders. When the product was manufactured by Pentair Water Pool and Spa with a glue joint it was not incorrect [redacted] selected a different manufacturing process when the product line was acquired in 2008. It was my understanding that Mr. [redacted] was filing a property damage claim which was denied since the product was manufactured more than seven years prior to purchase. The conditions storing a product that long could have compromised the integrity of the product. If Mr. [redacted] would like to file a warranty claim the terms and conditions of the Limited Warranty that was shipped with the product in 2008 states Pentair is not liable for any incidental or consequential damages. However, the product would need to be returned to Pentair for a proper review and if deemed a warranty issue Pentair would repair or replace the product. Unfortunately, Mr. [redacted] refused to send the product back to Pentair for review. Based on the Limited Warranty Pentair can provide reimbursement of the product (since we no longer manufacture the product) once the product is returned along with a signed release. Consumer Response Per the warranty enclosed: Damage or Failure of any part of a unit covered by this warranty which results from causes directly or indirectly connected with the installation operation environment use or willful abuse including without limitations improper packaging and damage incurred in shipping is not covered by this warranty, Unless state law provides otherwise. manufacturer will only be responsible for the repair or replacement of any of its products or parts there of that are found to be de4fective and will not bear the cost of any consequential damages arising out of the occurrence of such a defect. This warranty gives you specific legal rights and you may also have other rights which vary from state to state. To start with the manufacturer under NJ State law has a DUTY TO WARN/FAILURE TO WARN the consumer to any shelf life, special handling precautions etc prior to installation. I do not see 1 warning at all mentioned in the 8 page Instruction sheet enclosed nor on the box the unit was packaged in. [redacted] requires adequate warning/instructions besides under section 3-7:2 Forseeable Users are not limited by time or resale.Along with the obvious email from [redacted] who stated there are Product Assembly Defects which date back now 7 years according to Pentair's claims? Why are there still no warnings on Pentair's website, Instruction sheet or Box still but the defects are clearly publicized and documented. Seems to me another company is ignoring an other issue rather than doing the right thing. Lastly under NJPLA the Economic Loss Rule in NJ with specific regards to "Integrated Product" Doctrine states the a manufacturer is held liable for a product defect which causes damage to another product required for its use or that the product is used within. This clearly is the case in my complaint here. Not to include the fact that the products Instructions Box labels etc do not state a storage time, temperature or even indoor use only warning or precaution. So until Pentair pays for damages along with replacement of the unit the unit will not be returned. If Pentair still refuses to do the right thing here, I understand that the Revdex.com can not enforce any state laws and that may only be done in a court of law which I am happy to proceed with. Why as the consumer should I have to pay for damages caused by there products known failure which can clearly be seen by the pictures and time of use already provided to Pentair. Nor should my Insurance company have to get involved in pursuing Pentair for a liability claim plus costs in court. Seems like an appearance in court by Pentair would cost more than my claim for damages alone!Final Business Response We stand by our original opinion and respectfully deny any property damage claim and/or warranty claim. But offer to reimburse for subject filter purchased on [redacted] in the amount of $75 is still valid.

Bought a brand new pump and it was defective right out of the box. Pentair will not honor warranty request despite it never run for one second.If the pump is self-installed, there is no warranty! However, Pentair hides this fact in the small print. It's a tiny little leaflet in the box.Browsing their website, one will never find this fact. This is borderline fraud.A brand-new defective product and no warranty!?Is this legal?Desired SettlementProvide warranty service, parts and labor!Business Response Contact Name and Title: [redacted] Claim ManagerContact Phone: XXX-XXX-XXXXContact Email: [redacted]@pentair.comWe deeply regret that the SuperFlo pump recently purchased was not in proper working order upon installation. Pentair Water Pool and Spa, Inc., ("Pentair") provides Limited Warranty, parts only for sixty (60) days as stated on the warranty card that is shipped with the pump and on our website. I have provided a link where the warranty card can be downloaded and/or reviewed: http://www.pentairpool.com/support/product-registration.html Pentair also offers an extended one (1) year warranty if installed by a qualified installer which is also stated on the warranty card. Mr. [redacted] can either ship the failed component on the subject pump to Pentair for review or hire a pool service team to troubleshoot the issue. Once it is determined that it is a manufacturing defect Pentair will ship the replacement parts to Mr. [redacted]. Consumer Response Pentair does not sell any products. Pentair products must be purchased from a 3rd party dealer.So it's hypocritical to claim that the warranty information is available on the Pentair website.None of the dealers post warranty disclaimer information on their websites.Everyone who knows about this story is amazed about the poor service, awful quality and complete lack of quality control (yes, the pump was defective right out of the box!!) of Pentair.Hope you have a great day!Final Business Response Since it was reported during your original call into Tech Service that the pump is leaking at the seal plate Pentair can ship you a replacement seal plate and seal. If this is acceptable please contact me directly so it can be expedited in a timely manner. [redacted] XXX-XXX-XXXX or [redacted]@pentair.com

Pentair is making no attempt in performing warranty work on 3 water features which broke down within weeks of installationI purchased 3 [redacted] water features on April 16, 2015 and they were installed in May. Within weeks of the install all 3 features lights were extremely dim/non-existant. I filled a warranty claim on June 6, 2015 (claim [redacted]) Pentair agreed to have someone come and perform the warranty work, but to date they have scheduled 3 different subcontractors to perform the work, but each one of these subcontractors, when contacted directly by me, claimed they do not perform warranty work for Pentair.It has been 3.5 months since we filed the initial complaint and we still have not had anyone even try and diagnose the problem. Pentair has stopped responding to email requestsSince the lastDesired Settlementplease repair or replace the water featuresBusiness Response Contact Name and Title: [redacted], Claim ManageContact Phone:[redacted]Contact Email: [redacted]Our sincere apologizes for the substandard service received through our warranty system. Unfortunately, since this product is so new it proved to be difficult locating an authorized Pentair Water Pool and Spa, Inc., service team that knew the product and could service the product. I have requested tech service to immediately send out two new replacement [redacted] and a tag to return the failed product back. If the two new replacement [redacted] do not work contact me directly and arrangements will be made with the Pentair representative in the area to schedule service. Again, our apologies for this extreme inconvenience of not providing service Pentair strives to achieve. My contact information is[redacted] and/or [redacted]