I purchased an Intellicenter Pool automation control from a local distributor on 6-6-2021 in 6-1-2022 we had an issue with the control center not working. I contacted the local dealer and was advised that it would need to be addressed by Pentair because it was still under warranty. Pentair sent out a transformer to fix the issue but it did not fix the issue. On 8-1-2022 Pentair sent out another pool repair company Icon Pools and they came out to troubleshoot the issue. They determined it was a bad board and requested the part for replacement. They came out several weeks later Aug 11, 2022 and tried to replace the board and it appeared to work however did not have the correct configuration for my setup and they had to get a different board with additional aux ports. We were in the process of having a gas line ran and the electrical line was cut during the process. After they had diagnosed the issue and tried to fix it. I thought they were waiting on parts but now almost a year later and they tell me it isn't covered because of the cut powerline. The cut powerline had nothing to do with the Intellicenter not working. So now I have a $6,454.75 pool system that doesn't work and no one seems to care.
It is my understanding the September 27, review of the heater revealed the heat exchanger was leaking which condition is indicative of improper chemical balance in the pool waterFurther review of the pictures revealed thinning of the walls of the copper finned tube so severely that a few are eroded down to the o-ring See attached pictures Since improper water chemistry damage is not covered under the terms and conditions of the Limited Warranty any warranty is respectfully denied I have also provided a copy of the Limited Warranty Card wherein it is stated “Exceptions that may cause denial of warranty claim damage caused by failure to maintain water chemistry in conformity with the standards of the swimming pool industry for any length of time damage caused by failure to install products as specified in the owner’s manual ” However, despite the fact that Pentair denied liability for this matter, in an effort to reach an amicable resolution to this matter, strictly in the interest of customer relations, Pentair paid the service team to remove and box up the heat exchanger, to be returned to Pentair, which was completed on October 19, If the homeowner would like Pentair to review the heat exchanger in our research and development lab to try to conclusively determine the cause of the failure contact Robin [redacted] directly and a prepaid shipping document will be created The analysis might be destructive in nature and the heat exchanger will not be returned unless specifically requested After review of the heat exchanger together with such other investigation as we may deem necessary, I will advise the homeowner of the position taken by Pentair with regard to this loss [redacted] or ###-###-####
It is my understanding the September 27, review of the heater revealed the heat exchanger was leaking which condition is indicative of improper chemical balance in the pool waterFurther review of the pictures revealed thinning of the walls of the copper finned tube so severely that a few are eroded down to the o-ring See attached pictures Since improper water chemistry damage is not covered under the terms and conditions of the Limited Warranty any warranty is respectfully denied I have also provided a copy of the Limited Warranty Card wherein it is stated “Exceptions that may cause denial of warranty claim damage caused by failure to maintain water chemistry in conformity with the standards of the swimming pool industry for any length of time damage caused by failure to install products as specified in the owner’s manual ” However, despite the fact that Pentair denied liability for this matter, in an effort to reach an amicable resolution to this matter, strictly in the interest of customer relations, Pentair paid the service team to remove and box up the heat exchanger, to be returned to Pentair, which was completed on October 19, If the homeowner would like Pentair to review the heat exchanger in our research and development lab to try to conclusively determine the cause of the failure contact Robin [redacted] directly and a prepaid shipping document will be created The analysis might be destructive in nature and the heat exchanger will not be returned unless specifically requested After review of the heat exchanger together with such other investigation as we may deem necessary, I will advise the homeowner of the position taken by Pentair with regard to this loss [redacted] or ###-###-####