March, 2021
My name is David. I live in Naples, FL. My 3 year old plus Rheem Pool & Spa Heater was was not heating the pool and spa. I called customer service and spoke with John out of Port Charlotte. He advised me to call All Star AC to look into it. All Star responded and had the issue (a failed interior copper fitting which caused a Freon leak) solved in a day. The parts were still covered by warranty but the service (labor for the repair) was long out of warranty. After discussing the issue again with John in customer service he directed me higher up the chain to Robert Cantu in California. John and Robert Cantu investigated the issue (use of the unit, proper installation, level surface and had conversations with their trusted field repair and service techs, Ed and Joe at All Star). I believe that they determined that it was an internal component issue not caused by use over time and In less than 2 hours, despite no legal obligation ( well outside of service warranty) they agreed to cover the cost of the entire service (which was easily a four job including drive time). Robert Cantu and John listened, were polite, professional and responsive. Most importantly they stood by their product. The best compliment I can render is to say, “When my Rheem Pool/Spa Heater finally does reach the end of its life I’ll DEFINITELY buy another one!”
Because of our delay in responding, a replacement heat exchanger is being sent, at no charge, to Aquapure to install in the heaterOur apologies for the delay
Complaint: I am rejecting this response because:I already explained this and the repair center confirmed with Raypak that the problem was a manufacturer defect not water chemistryThe failed part was repaired, but this only fixed the defective partThe failure of the part resulted in the entire inside of the heater unit being destroyed from intrusion of water pouring on critical electronic and combustion componentsI should have gotten a new heater when the initial part failedI am anxious to hear what the local service center responds with and would like an updateThank you Regards, P [redacted]
Complaint: I am rejecting this response because: The Company did not respond, can someone please contact me on this?I have filled out the issue, and the desired resolution with no response from the companyRegards, M [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10391761, we are currently attempting to work with a local company that works with Raypak Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11464678, and find that this resolution is satisfactory to me Regards, K [redacted] ***
My name is David. I live in Naples, FL. My 3 year old plus Rheem Pool & Spa Heater was was not heating the pool and spa. I called customer service and spoke with John out of Port Charlotte. He advised me to call All Star AC to look into it. All Star responded and had the issue (a failed interior copper fitting which caused a Freon leak) solved in a day. The parts were still covered by warranty but the service (labor for the repair) was long out of warranty. After discussing the issue again with John in customer service he directed me higher up the chain to Robert Cantu in California. John and Robert Cantu investigated the issue (use of the unit, proper installation, level surface and had conversations with their trusted field repair and service techs, Ed and Joe at All Star). I believe that they determined that it was an internal component issue not caused by use over time and In less than 2 hours, despite no legal obligation ( well outside of service warranty) they agreed to cover the cost of the entire service (which was easily a four job including drive time). Robert Cantu and John listened, were polite, professional and responsive. Most importantly they stood by their product. The best compliment I can render is to say, “When my Rheem Pool/Spa Heater finally does reach the end of its life I’ll DEFINITELY buy another one!”
Because of our delay in responding, a replacement heat exchanger is being sent, at no charge, to Aquapure to install in the heaterOur apologies for the delay
Complaint: I am rejecting this response because:I already explained this and the repair center confirmed with Raypak that the problem was a manufacturer defect not water chemistryThe failed part was repaired, but this only fixed the defective partThe failure of the part resulted in the entire inside of the heater unit being destroyed from intrusion of water pouring on critical electronic and combustion componentsI should have gotten a new heater when the initial part failedI am anxious to hear what the local service center responds with and would like an updateThank you Regards, P [redacted]
Complaint: I am rejecting this response because: The Company did not respond, can someone please contact me on this?I have filled out the issue, and the desired resolution with no response from the companyRegards, M [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10391761, we are currently attempting to work with a local company that works with Raypak Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11464678, and find that this resolution is satisfactory to me Regards, K [redacted] ***