ComplaintsforGrundfos Pumps Corporation

• Initial Complaint

  11/14/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased the SCALA2 3-45 120V from Amazon and the unit has started leaking all over my garage within the last week. I do not have a bypass in the water line to avoid the system so in order for me to have water, I need to have the water run through the pump even though the pump is off. I tried to troubleshoot the unit and see where the leak is from and it comes from the top water outlet. It is tightened according to the specs and I added plumber's tape to see if that works. that made it worse. This is the second pump that has failed on me. The first one I purchased last year and after 4 months it would trip my breakers. I am extremely disappointed that this is the second unit that has failed and there is no way for me to fix this without replacement.

  Customer response

  11/13/2023

  As I explained in my previous BBB complaint, this is not against ******, it is against the manufacturer for failing to honor their warranty. I purchased the unit through ****** but this specifically deals with the manufacturer. 

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Purchased a Grundfos Scala 2 Pump for my home after previous Grundfos pump failed after 14 years. The pump lasted 18 months before failing. I tried about a dozen times to get the company to respond through the online form they have on their service page. I finally received a response on November 7 , 2023 stating that the company does not warranty items for the consumer. This is in direct contradiction to the warranty. I have attached the original invoice as well as a copy of the warranty and the response from Grundfos. Grunfos stated that they only sell wholesale but a simple search online shows these pumps available at **** ***** among many other retailers. I would like my pump replaced or repaired as it is still under warranty. I have sent the company my copy of the warranty as well as the invoice. I have also shared a few sites where their products are sold retail by large retailers. The response from the company also says they do not have a orking phone for consumers which I believe is against the US department of consumer protection. Please assist. I feel so stupid as I actually purchased a new pump to replace the old one and apparently the company does not honor their printed warranty pamphlets.

• Initial Complaint

  01/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a Grundfos SCALA 2 pump last November 2021. The product started leaking internally a couple days ago. Not a gasket issue. There is a two year warranty on this product which will be up in November 2023. I have reached out several times to Grundfos to find out how to make a warranty claim. I have received no communication from them acknowledging my request. My water intake for the house relies on this pump working. Since it is leaking, I cannot keep the water to the pump on and, therefore, have no water pressure to fill my water tank.

  Business response

  02/08/2023

  Hi ********
  Thank you for contacting us about your Grundfos SCALA2 pressure boosting pump. We are sorry to hear about the issue in your home. We will connect you with our distribution partners to ensure that the pump application is evaluated and the replacement issue is addressed. Thank you for your business.
  All the best,
  Grundfos

  Customer response

  02/15/2023

  [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.]
  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. The business did reach out with a Grundfos rep; however, I had already found a Grundfos distributor/repair company who honored the warranty. 
  Regards,
  ******* *******

• Initial Complaint

  12/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had a Gundfos Scala 2 water pump with a P/C 1842 installed in my home by a contractor in January, 2020 at a cost of $1,325.25. The pump began to fail in April of 2022. However, it failed slowly and would start without demand. As weeks went by it became clear that the pump was just not right. It began pumping every 10-15 minutes. In August the contractor performed a repair on the pump at a cost of $157.50. He informed me that he had learned that that particular model has a defect in that it leaked but that the warrantly had expired. In mid-November the repaired pump failed totally. I was forced to purchase a replacement. It occurred to me that a defective device is not a warranty issue. I attempted to contact the company by email two weeks ago to inquire into recourse or if that model had been recalled but have had no response.

  Business response

  01/25/2023

  Hi ******,   Thank you for contacting us about your Grundfos SCALA2 pressure boosting pump. We are sorry to hear about the issue in your home. We will connect you with our distribution partners to ensure that the pump application is evaluated and the replacement issue is addressed. Thank you for your business.
  All the best,

  **** ******

  Grundfos

  Customer response

  01/25/2023

  [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.]
  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not complete as the response included "We will connect you with our distribution partners to ensure that the pump application is evaluated and the replacement issue is addressed." That is all the information provided so I don't have a timeline or any additional instructions Thank You for your help.
  Regards,
  
  ****** ** *****

  Customer response

  01/26/2023

  I have been contacted by a Grudfols rep and we are in discussions with no resolution yet.

  Thank You once again.

  Business response

  02/10/2023

  Hi, Thank you for contacting us about your Grundfos SCALA2 pressure boosting pump. We are sorry to hear about the issue in your home. We will connect you with our distribution partners to ensure that the pump application is evaluated and the replacement issue is addressed. Thank you for your business.

  All the best,  Grundfos

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩