ComplaintsforPentair Inc

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Initial Complaint
06/27/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 4/11/24 we contacted Pentair for our Chlorinator that is under warranty. The company provided a case TS03686877 they replaced the part with a used part that now is broken again. The company gave us a used part and we purchased the unit new with our pool company that installed the pool. We need the company to honor the warranty and repair the part correctly.
Business response
07/01/2024
Hello,
Pentair's Resolution Team is currently working with the consumer on the complaint and trying to find a resolution. The consumer should reach out to *********************** for any further assistance.
Thank you,
Pentair Resolution Team
**************
Initial Complaint
06/21/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased a pool with a pentair pump in June of 2023. I used it for the summer closed it up properly and when I open the pool in May of 2024 there were issues with the pump. I filed a complaint and they sent somebody out here to look at it which they determined was a bad pump. The pool company completed the request for a new pump through warranty back in May. When I contacted pentair in May they said that they received it in that it was waiting to be shipped out. I called every week since and they stated they gave it to the supervisor to put a rush on it yet every time I call still it's still pending shipment. I asked to speak to a higher up and the customer representative told me there was nobody that I could talk to that was above him. I'm still left in the same place as I was back in May. They also have no idea when the pump will possibly ship. Not only did I get to only use the pool for 2 months of last summer and none of this summer but is also affecting my water and chemicals which in turn will affect the liner of my brand new pool.
Business response
06/27/2024
Hello,

We have reached out to the consumer via phone and have left voicemails but have not heard back. Please have the consumer reach out to our assigned Resolution Case Manager at ****************************************** look forward to handling the consumers concerns.

Thank you,
Pentair Pools Resolution Team
**************
Initial Complaint
06/18/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased a non-working unit salt cell IC20 that arrived defective.I received a case number TS03832998.After 7 days have elapsed and I received no contact I called the warranty support division and spoke with a representative by the name of France. She told me that a representative had sent and email to me on the 14th of June by the name of **** assuring me that the part was ordered. I received no emails from Pentair on the 14th of June and advised her of that. I asked to speak with her supervisor named ***** and he would not some to the phone to address my frustration and only gave France instructions to tell me that the case has been escalated. I have no written communication attesting to this and could not get any from ******. I have a pool sitting out there in 100-degree weather with a ******* paperweight of a salt cell. Why do things need to be escalated when all of the procedures are followed? This is bad service with an even worse offshore warranty department. I left a message with their corporate office which incidentally only has a voicemail option. I have also taken to social media to warn others about the customer non-service.
Business response
06/20/2024
Hello,

We have reached out to the consumer via phone and have left voicemails but have not heard back. Please have the consumer reach out to our assigned Resolution Case Manager at ****************************************** look forward to handling the consumers concerns.

Thank you,
Pentair Pools Resolution Team
**************
Customer response
06/20/2024
I am rejecting this response because:
Voicemails were never left.

Business response
07/01/2024
Hello,
Pentair's Resolution Team is currently working with the consumer on the complaint and trying to find a resolution. The consumer should reach out to ***************************** for any further assistance.
Thank you,
Pentair Resolution Team
**************
Customer response
07/01/2024
I am rejecting this response because:
Voicemails were never left.
Multiple calls made to Pentair with the response it will ship soon but you will not receive an email when it does.
Still no warranty service.

Business response
07/03/2024
Hello,

We have reached out to the consumer and *********************** was able to find a resolution.

Thank you,
Pentair Pools Resolution Team
**************
Customer response
07/03/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is long coming. More than 10 calls and multiple emails they take it upon themselves not to answer to their customers but rather to the **********************.
Only after threats of contacting the media and the *** did they respond and even then it was too late to keep someone's business.
This entire experience has left a bad taste in my mouth and I hope others will consider buying from competitors.
Buyer beware. I won't buy from them again.
Too many better options.
Initial Complaint
06/11/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have been reaching out to Pentair customer service since last Thursday 6//6/2024. I called them to inform them that our Pentair Superflo VST pump has a few chips in the top of it creating an air leak, because of this the filter and pump will not run. I have called every day since last Thursday because they keep telling me I will received an email with in 24 hours updating me. As of today 6/11/2024, I have not received an update via email. Every time I call thy keep telling me the case needs to be reviewed and approved before they will create a work order and have someone come out to fix the problem. The pump is only 3 years old and was registered and still under warranty. I would like to get some answers as to when a technician will be sent out, so my pool is not being filters and the water is not being circulated properly. I don't want the pool to become stagnate.
Business response
06/13/2024
Hello,

We have reached out to the consumer via phone and have left voicemail. Please have the consumer reach out to our assigned Resolution Case Manager at ****************************************** look forward to handling the consumers concerns.

Thank you,
Pentair Pools Resolution Team
**************
Customer response
06/18/2024
I did receive a phone call and an email from Lexi. I have called her back and sent a follow up email. I am just waiting to hear back from here to see what the next steps are in to resolving the issue with our pool pump.
Initial Complaint
06/03/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Why sell dozens (hundreds) of products and not sell replacement parts. Shouldn't have to spend hundreds of dollars for a new pump, when a simple part would fix the problem. They provide detailed schematics in the owners manual listing all parts, but then refuse to sell them to you. Makes no sense.
Business response
06/04/2024
Hello,

We have reached out to the consumer via phone and have left voicemails but have not heard back. Please have the consumer reach out to our assigned Resolution Case Manager at ****************************************** look forward to handling the consumers concerns.

Thank you,
Pentair Pools Resolution Team
**************
Customer response
06/11/2024
I am rejecting this response because:I have no desire to communicate with Pentair either by phone or e-mail. This complaint does not involve a dispute that can be solved by either of those means.
My original complaint was to simply notify you of the ridiculous company policy regarding the sale, or lack thereof, of parts to repair their products by the consumer. Even when those parts are clearly identified by number in the owners manual that accompanies the product when purchased. I feel that policy is blatantly unfair to the consumer forcing him/her to rely on an expensive professional, or worse yet, to replace the entire product when a simple part is all that is needed. I shall never buy any Pentair product again, and I will encourage everyone I come in contact with through social media, blogs, competitor websites, etc. to do the same.
Thank you,
*******************
Initial Complaint
06/03/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We purchased a salt cell chlorinator From Pentair in June 2023. We paid $1122 for the product. In May 2024, the chlorinator no longer worked. We have only used this product for four months, as we do not use the pool during the winter months. The manufacture warranty states there is a two year warranty. I contacted Pentair The end of May 2024 regarding this issue. They do not reply to emails. I have had to call them 4 to 5 different times in the last two weeks to get anyway. I provided all necessary documentation 4 different times. It has been nearly 2 weeks and I am still waiting for my replacement product. They claim its been ordered but not shipped. I dont know if the company is actually following through because its been nearly 2 weeks and their communication is poor and there is no follow through. At this point I am hoping our brand new liner has not been wrecked because we are waiting for the company to back what they claim is their manufacture warranty.Our case number is TS03791294
Business response
06/04/2024
Hello,

We have reached out to the consumer via phone and have left voicemails but have not heard back. Please have the consumer reach out to our assigned Resolution Case Manager at ****************************************** look forward to handling the consumers concerns.

Thank you,
Pentair Pools Resolution Team
**************
Customer response
06/04/2024
I am rejecting this response because:

I returned the phone call and Im waiting to hear back from Lexi. She did indicate the part was on back order, but in all of my communications with the company, since May 23, they have never indicated that this part was on backorder. I have emailed the company six different times providing documentation and called *********** 7 different times. I first provided documentation on May 24 to three different people. When I called the company on may 30, they indicated that they were sending this to the review team. I do not understand why it took seven days after providing documentation numerous times, why it took a week to go to the review team. Now we are going on almost 2 weeks of trying to get our part, which is backed by the manufacture guarantee. We would like our part as it has been nearly 2 weeks, especially when I can get on the Internet or call my local pool company and they have them on hand. My next suggestion would be we purchase one on our own and get reimbursed by your company.
Business response
06/05/2024
Hello,
Pentair's Resolution Team is currently working with the consumer on the complaint and trying to find a resolution. The consumer should reach out to *************************************** for any further assistance.
Thank you,
Pentair Resolution Team
**************
Initial Complaint
05/29/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
The drive/display went out on our Super *** VS pool pump in March. We bought a replacement through one of Pentairs online distributors and installed 4/4/24. The pump stopped working on 4/30. We determined that the replacement part was not working. We called the part distributor and were told to contact Pentair to file a warranty claim (case #TS03731459). After several calls to Pentair we were told on 5/3 that our claim would be closed and the part would be sent. With no confirmation, we contacted customer service again on 5/7. We were notified there was no record of the call on 5/3 and we would have to get the pump diagnosed by a pool professional stating the part was bad. After another $175.00 out of pocket to have someone say that their part was faulty, we had the part checked and confirmed that the part was bad. We submitted the information to Pentair on 5/16. The claim was closed. I called again 5/20 to check when the part would ship, I was told the order was placed but there was no time frame for shipment. In the meantime I called local distributors and found the part could obtained in 1-5 days. I called the next day and was told they couldnt check stock or part availability. I asked to speak with a manager and was told they also couldnt see stock, if the order isnt filled in 30 days management would look into it, they wouldnt put me through to a supervisor, the part order was created on 5/17 so its not been that long, I couldnt buy it and get reimbursed, they wont pull it from a local distribution center, it can only come from a warehouse/factory. I was told management would be notified about my concerns and that I would like to speak to them. Ive waited 6 business days for a call back from the supervisor to discuss the issues and received nothing. Pentairs customer service policy is to ignore customers and hope they go away. There is no urgency to make things right on their end while my pool falls apart due to a non functioning pump since 4/30/24.
Customer response
05/30/2024
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.
Yes, you may close the complaint as resolved. We will be receiving the part owed to us under warranty.

Thank you!
Initial Complaint
05/16/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We have purchased tens of thousands of dollars of Pentair projects in our recent build. This year when opening our pool, the main Pentair board doesn't even power on . It is only 3 years old. We had the pool company examine it and they said it is very common for Pentair products to only last a couple years. had we known this, we never would have gone with this company. Something needs to be done as we paid way too much to be dealing with this already.
Business response
05/28/2024
Hello,
Pentair's Resolution Team is currently working with the consumer on the complaint and trying to find a resolution. The consumer should reach out to *************************************** for any further assistance.
Thank you,
Pentair Resolution Team
**************
Customer response
06/03/2024
I am rejecting this response because:
The business has not responded to me. They said they would help, but now I have been trying to call/email to get a response for a week and they won't respond.

Business response
06/19/2024
Hello,
Pentair's Resolution Team is currently working with the consumer on the complaint and trying to find a resolution. The consumer should reach out to *************************************** for any further assistance.
Thank you,
Pentair Resolution Team
**************
Customer response
06/20/2024
I am rejecting this response because: Still not resolved. Unable to get a Pentair rep out to fix all the issues.
Initial Complaint
04/12/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We had our pool built in 2013 and we used all Pentair products for our equipment needs. Everything has been great, except for Pentair GloBrite LED lights. Fast forward 5 years and all GloBrite light cases cracked and water seeped into the lights. Pentair replaced the lights under warranty and assured that they solved the housing manufacturing issue the original lights had. Fast foward another 5-6 years and now I have the same exact manufacturing issue with the lights that were replaced. Reached out to Pentair customer service (case number *********** and was told that the lights are not covered under warranty because the warranty reverts back to the original installation date. Pentair should stand behind their products, even when replacing items under warranty, especially when there is such an obvious issue with the manufacturing of the GloBrite lights. I would like to believe that Pentair has resolved the manufacturing issue, but Im not willing to risk almost $5k (before installation), and then have the same busted GloBrite lights 5 years later.Do not purchase a LED light from Pentair because the housing will crack and start to rust. One would conclude that an LED light would last longer than 5 years.
Business response
04/22/2024
Hello,
We have reached out to the consumer via phone and have left voicemails but have not heard back. Please have the consumer reach out to our assigned Resolution Case Manager at ***************************************. We look forward to handling the consumers concerns.
Thank you,
Pentair Pools Resolution Team
**************
Initial Complaint
04/05/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Installed new inground pool March of 2020. Had (3) Pentair Globrite ****** lites installed. Feb 2022 (2) of the 3 lites failed and filled with water. Pentair replaced them under warranty. talked to the technician about possible design issue due to the leakage. January 2023 the third lite failed. Pentair also came out to replace the light under warranty, as we had 3 year initial warranty from install. March 2024 one of the first 2 replaced went out again for the same exact issue. Pentair did say they are going to send me the part, but no labor as a one-time courtesy. They cannot also tell me when I am going to get the new part. These lights are $500 each to replace. what happens in another couple months when another one goes out, I have to start paying $500 a crack to replace them. They obviously have a serious design issue as multiple other people have filed complaints on BBB site regarding the same exact issue. I just want assurance from Pentair that until they correct the design issue and sends good product back to me that will last, the existing lights will continue to be replaced free of charge if they go out for the same issue. they fill up with water and short out.
Business response
04/09/2024
Hi, Pentair was able to speak to the customer and give the customer additional information regarding the replacement. Globrite light are currently on back order and should be back in stock and order fulfilled soon. Customer is being sent all 3 lights as a onetime goodwill light replacement, these lights do not carry a warranty.

Thank you,
Pentair Resolution Case Managers

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