Zodiac Pool Systems

I purchased and installed Zodiac pool heater LXI 250NN in the summer of A few months ago, my pool heater stopped workingI called Zodiac customer support and the technician [redacted] gave an reference number and phone number of a qualified technician in Miami areaNormally, the pool heater warranty is year, but my heater was almost years oldI've asked technician [redacted] if my repairs will be covered by the company because the pool heater was less than years oldHe told me - get it repaired and call us and we will see what can be done I have the pool heater repaired at a cost of $The service technician had to replace [redacted] Hot Surface Ignitor and [redacted] Ignition Control Module and he had to come separate timesWhen I called Zodiac customer support again, they told me - no way the company will pay for any of these repairs as the unit is out of warranty I've paid $for the unit and $for the installation of the pool heaterAfter less than years, the pool heater required almost $repairsI think it's unacceptable and pathetic that American company makes junk products and doesn't stand behind their productsI've used the pool heater less than times in 2+ years of service, so it's clearly very low quality products that Zodiac Pool Systems selling to American consumersPlease do yourself a favor and by other brands or make sure you get service insurance since the Zodiac pool heaters are completely unreliable

Hi [redacted] -This is in regards to complaint number [redacted] After reviewing this customer's account history, I reached out to him to attempt to resolve this matterPer the conversation that took place, we will be meeting the customer's request and are sending him a new pool cleanerThe order number for this new cleaner is [redacted] and is expected to arrive by the end of this week

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I will not accept the condescending response from this vendorI have an update to this storyYesterday morning I took my broken cleaner to a wonderful pool supply store in ScottsdaleThe employee there was excellent with meTogether, we took apart the unit and identified the following failed parts: Lower engine housing Engine assembly Wheel and engine bearing Middle engine housing with ramp Theses guys had ALL the parts in stock! In about minutes we had replaced these pieces When it came time to pay, the bill was $plus taxI was pleased with that and am very happy to have the unit working again Here's the rub.....the total manufactured cost to Zodiac on these four parts is most likely about $So for an out of pocket impact of about $25, the reps at this company chose instead to tell me I abused my unit and have bad water chemistryFor $they have alienated a customer that spent $( before rebate) on their product and received just weeks of service They could have 1) Honored the words of the first tech rep I spoke with, who stated 'Sir, you will not have to spend any money to fix this unit"I would have been happy 2) Told me they can't pay the labor, but would send me the partsI would have been happy 3) Chosen to provide parts to [redacted] at NPS pool supplyI would have been happy Instead, they chose to react as they did and deny any help Having seen all the parts, I can see that they are damaged from abrasionWater Chemistry is a jokeThe man that helped me fix it just chuckled at thatI've attached photos to show that these plastic parts are not chemically damagedI do accept that some dirt got into this unitI don't know whenI assume it was during a heavy storm at nightThat can happen sometimes here in the desert I really never saw it The more I look at these parts, the more I believe it's a design issueI think some dirt made its way in and scored the surfacesThen, maybe a small pebble from from the pool surface was able to lodge in there In time, that wear allowed a larger pebble, and so on....until maybe a small rock and then the surfaces were just damaged too much to work We occasionally get small rocks in the pool from crittersI have pulled up various cleaners many times over the years to clear a rockNone, until now, have ever been damaged To close, I will never accept a response that I have bad water and I abused my cleanerI will never accept a response from this vendor of "it's your problem"I've spent time reading some of the older complaints and this response seems to be a patternI never asked for a new unit, only a repairNow that I've made the repair out of my own pocket, I would accept another set of the same parts (I believe this will happen again) or I would accept a $rebate card or check I've done my part I expect Zodiac to do theirsIf the response is no, I will never accept this case being closed Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowThere was no sight visit as stated I have no other "water chemistry" issues and maintain my pool in the same manner that I always haveThere is no disclaimer in the operating manual that states "chemistry levels" that are to be maintained There is no disclaimer in the operating manual that states this unit is incapable of picking up sand There has been no "excessive" sand in my pool I'm just a homeowner that bought a $pool cleaner, installed it in my pool, and went on with life as we all doI'm far too busy to stand around my pool, trying to abuse my cleanerI've owned pools for for over years I've had several brands of cleaners in that time I've never had one that lasted weeks (FYI...it was out of the pool, broken, for three weeks before I took it in) I was and am now using an old Hayward cleaner I still owned The plastic on this other cleaner is fineTo make an accusation of negligence is absurd Send a professional to my home to examine my poolIf that person reports that I have these chemistry issues, I will close the complaint If not, I refuse to close this complaint unless my pool cleaner is repaired Regards, [redacted]

Hello Revdex.com, The design change on the bottom potion of the filter will not make a difference on the install, the part number she will need to use is R0466500, Zodiac's concern is with the fact the when you replace the filter top after so many years it is warped to the bottom and will not set right, the standard in the industry is if you replace the top you should replace the bottomAs for the Aquapure we have already accommodated the homeowner, and at that time she was informed it would be her last accommodationIf the homeowner would like to contact me [redacted] 1-800-822-ext ***, we could discuss and accommodation for the filter bottom, and a customer satisfactionThank you

Hello Revdex.com, I have spoken to Mr***, and the issue of the booster pump has been resolvedWe have placed and order ( order # [redacted] ) and will be shipping it to his service company [redacted] ***

Hello Revdex.com, This customer has not provide us with the paperwork that shows he has a warranty with ZodiacWe have researched our data bases, and can not find any record of this customer, or that they have a warrantyWe have emailed this customer to find out who his builder is, but have yet to receive a response, we do not have a phone number, and have searched the Yellow Pages, and can not locate himUntil he can provide us with his certificate,or builder informationwe are at a stand still

Hello Revdex.com, We have reviewed the accounts of [redacted] Our records show that her equipment was installed in ( yrs ago) she had a year warranty and is now years out of warrantyZodiac has fulfilled it's contract with the customerWe do show that in he had request for parts to be sent out to repair here system and request in In we did accommodate her a sensors, at that time we did inform her that this was the last accommodation we would make ( unit was yrs old at that time)As for the CLwe do still make, and sell this productIf Certified Pool Service informed her that this was no longer available, they were incorrect, and Mrs [redacted] should be addressing this with Certified Pool ServiceZodiac will not be offering Mrs [redacted] and further accommodations

Hello Revdex.com, We have read the complaintThe reason that this unit was denied warranty replacement was due to consumer negligenceThis unit was purchase May In the week that this unit has been in use, it has severe discoloration, and extreme wearThis kind of damage does not happen under conditionWe did have a pool professional do a sight visit to review the unit, and they determined it was water chemistry and neglect I have attached the notes from the account and pictures of the damageWe will not be replacing this unit [redacted] 18-SEP-06:48: Notes: [redacted] , [redacted] ( [redacted] ) Polaris Note: [redacted] at NPS Pool & Spa Supply made original call to confirm warranty, and if covered to be sent repair parts for the cleanerHe stated that the cleaner has severe discoloration and wear from water chemistry and neglect, and wanted to know if this is covered under our warranty [redacted] then sent in an email with the photos attached to this service request [redacted] 16-SEP-14:03: Notes: [redacted] , [redacted] ( [redacted] ) Polaris Note: [redacted] called to complain about our decision not to replace the cleanerSpoke to Lydia about possible accommodationNo accommodation because of water chemistry and neglect [redacted] then threatened to leave us negative reviews and feedback online for every web page he could find [redacted] 15-SEP-15:10: Notes: [redacted] , [redacted] ( [redacted] ) Polaris Note: WATER CHEMISTRY PROBLEM EVIDENT IN STAININGGRIDING IN ENGINE ASSEMBLY FROM DEBRIS LEFT IN ENGINE OR HIGH LEVELS OF SAND PHOTOS ATTACHED

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolvedI was not happy about having to involve Revdex.com for a resolution but the company did comply quickly Regards, [redacted]

I have two LED pool lights and one went out with less than hours(stated 50,hours) and the second went out about days later Replacement cost with installation over $2, The product does not come to close to living up to their advertising claim The number of complaints on the web is massive on this product I imagine they have a A+ rating is because they pay but bucks to the Revdex.com The first company that installed the replacement light told me that is is well known that this product fails often and after very limited use Class action?

Hello Revdex.com,We have reached out to [redacted] and have resolved her issueWe have processed and order for a new unitMsis very happy with the outcomeThis case is now closedThank you and have a great day [redacted]

Hello Revdex.com,I have read the complaint, and have review the customers accountThe homeowner is the 2nd homeowner, and does not have a warranty with ZodiacWe did explain this to him, and he was not happy with our responseSee attachment for the notes in his account and for our warranty policy We have declined this home, and have no plans on providing him with the partThank you [redacted]

Hello Revdex.com, We just spoke with the pool owner, Mr [redacted] His major concern was that no one was willing to work on the heater other than a couple companies that wanted to charge him an outrageous amount ( not Zodiac)I let him know I would contact the Territory Service Manager in his area and we'd find someone to work on his heater for a much more reasonable priceHe's completely satisfied with that He also had some questions regarding things he's read onlineI cleared up any and all confusion and apologized for any misinformation he had come across ( not from Zodiac )I assured him he could call [redacted] ( a Zodiac tech) if he had any questionsMr [redacted] has my direct extension and my email address Thank you [redacted]

I purchased a Zodia Jandy Stealth pump on August 14th, and installed the product on August 18th, in the same manner the previous pump was installed Because I purchased the identical pump there was no need for extensive installation I uninstalled the old pump and installed the new pump in the same mannerThe pump ran fine the entire season last year and up until June 26th, The pump wasn't running at it's prescribed time so I went to investigate and noticed the power was removed from the pump After resetting the breaker I noticed the motor was sparking and smoking badly I immediately removed power and began to troubleshoot further All wiring checked out, capacitor tested fine and the shaft rod rotated freely I contacted Jandy to inquire and upon validating my warranty, they stated that this was a fix within the limits of the warranty I contact [redacted] and they came to investigate the matter knowing it was a warranty call After pictur

I am a pool contractor in Jacksonville FlI purchased a GXI heater for a customerThe heater was installed as a replacement to an existing heaterThe heater came out of the box not functioningNo power to the unitI called the local gas heater repair company to evaluate the heater they stated the power control unit was bad as well as the transformerI immediately called the supplier to inform them of what was going on with the heaterI was asked to call the local warranty for [redacted] so the unit could be repaired, a brand new $heater now needed parts replacedI asked the customer did they want to repair the brand new heater or would they want a new one of a different manufacturerOf course the homeowner wanted a different oneSo I began the process of ordering a different brand and getting the non functioning one picked upIn the mean time [redacted] basically demanded that I allow them to repair the defective heater because they would have to scrap the heater if not, whic

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I contacted them and they returned my call to provide an order numberWe discussed my concern with regards to the design change and was advised that while the CLdesign did change, they still sell the bottom tank under a different modelThey have offered to privide a replacement and have provided an order numberThey assure me that te plumbing is not necessaryWith regards to the salt chlorine generator, it seems I need a complete new kit and the rep pointed me to a website where it can be purchasedI will wait for the business to perform this action and, if it does, will consider this complaint resolvedThank you for your assistance Regards, [redacted]

Hello Revdex.com, We have contacted Mr [redacted] and have worked out a a solution to his complaintZodiac will be sending the consumer covers for his main drain, and will be upgrade his unit, as the one he purchase did not meet his expectationsWe will be sending him a prepaid shipping label to get back the ( that does work)The order # is [redacted] Thank you and have a great day [redacted] Technical & Warranty Support Manager Zodiac Pool Systems

We have spoke with Ms***, and are in the process of sending her the internal components to resolve the issue she has experiencedShe was satisfied with this outcome Thank you, [redacted]

Spoke to Mr [redacted] in regards to the his rebate, we will be verifying the balance used and re-issuing a new Visa card for the balance of the rebateMr [redacted] was very pleased, he was given a 7-day window to receive his new card [redacted] Warranty Administration and Rebate Supervisor | Zodiac Pool Systems, IncCommerce Way, Vista, CA Office: 760-599-x [redacted] | Mobile: [redacted] Email: [redacted] | Fax: 800-479-