ComplaintsforPentair Inc

• Initial Complaint

  08/22/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I own the Hydrolo HLF300 whole house water filtration system. I need the three replacement filters for my system (HLS300-R, HL40, and HLS300-R), but I cannot find them anywhere. I see Pentair owns Hydrolo. Please help me by letting me know how I can purchase replacement filters for my HLF300.

  Business response

  08/23/2022

  Hello, we're sorry, but Pentair does not own Hydrolo and is not affiliated with Hydrolo in any way.

  Customer response

  08/23/2022

   I am rejecting this response because:
  
  
  The **************** shows Enviro Water Solutions is owned by Pelican.  Pelican has become Pentair. 

  https://search.sunbiz.org/Inquiry/CorporationSearch/SearchResultDetail?inquirytype=EntityName&directionType=Initial&searchNameOrder=ENVIROWATERSOLUTIONS%20L130000747100&aggregateId=flal-l13000074710-bd322991-25b3-4848-9533-7b7644dfdf9d&searchTerm=%20%E2%80%8EEnviro%20Water%20Solutions%20&listNameOrder=ENVIROWATERSOLUTIONS%20L130000747100

• Initial Complaint

  08/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a Pentair heater installed back in October of 2020. Our pool is configured in such a manner that the heater (even though it is not on) still has pipes/filter running through it. Meaning if the heater dies so does the pool. The warranty states it is good for 2 years. However, they denied our claim because they said we caused it by putting pool chemicals in. Obviously, we need pool chemicals to keep the pool clean and the ** level correct for safe swimming. Here is where it gets interesting, they tested the chemicals AFTER the heater had died. By then our pool service company purposely put in chemicals to the levels back up and to fight off algae. So basically they tested after the event had happened.We also have young children so to suggest that we did something wrong with the chemicals that would cause damage to their heater but not to our children is laughable. This is one of just a few times I have submitted a BBB claim. It just seems like a complete fraudulent warranty policy where they can get out of it by saying a customer caused the problem with adding chemicals.If I was insane enough to use Pentair again, how would I know that this problem wouldn't re-surface. I have no idea what I would do any differently. Thanks,Dr. *********************

  Business response

  08/22/2022

  I apologize for the delay in responding to this complaint.  The first email notification was inadvertently missed.  I will personally reach out to this consumer regarding this heater warranty claim.  *********************

• Initial Complaint

  08/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We Purchased a Pentair Intelliconnect and had it professionally installed. The issue is that It does not control her poll ******* because it required a firmware update, her model require a manual update. The update needs to be performed by a pool professional but the issue is that no technician is available in my area. I called Pentair Tech support several time TS02418579 WO-******** they determined it would need to be replaced so they transfer my request to warranty. I have been waiting for the replacement device since June 2022. I have called them multiple times and asked for an update. Last spoke with a representative named ***** he told me that warranty will take care of the issue. The amount of time we spend to have this replaced is EXCESSIVE and frustrating.

  Business response

  08/09/2022

  We would like to apologize to the consumer for his recent experience with our technical service department.  Like all manufacturing industries, there are unprecedented global supply chain constraints that are impacting Pentair as well.  Since the pandemic started, we have seen extended delivery times incomparable to previous years.  A Pentair representative will reach out to this consumer directly.

  Customer response

  08/17/2022

   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.

• Initial Complaint

  07/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/11/22, I filed a warranty claim for a Pentair Pool Heater after it was installed and only purchased a few days before. The service took 2 months before service company came out. The heater was not igniting. Several calls and emails were made to Pentair but it no one responds. Once again I am experiencing an issue with it and filed another claim on 7/25/22 and no one is reaching out again. During the first claim a lady said a supervisor would be calling me, but no one ever did. Ive tried working with the warrant claim people and ************************ but neither has worked. Im left alone without resolution after a $2,000 expense.

  Business response

  08/02/2022

  We apologize for the lack of communication from our tech service department and the service team with this consumer.  *********** teams in the consumers area are shorthanded and not too communitive when dispatching out for a service call.  This is not an excuse, simply the reason, and we are taking steps to improve the consumer experience with Pentair.  We have the local service manager reaching out to the service team today.  The consumer should be contacted by a service team within 24 hours to schedule an appointment. 

• Initial Complaint

  07/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchase and installed the following products from Pentair and nothing has worked correctly from the first power on: EASY TOUCH AND INTELLITOUCH CONTROL SYSTEM, SCREENLOGIC2 INTERFACE, WHISPERFLO PUMP, MASTERTEMP POOL AND SPA HEATER, HIGH POWER WIRELESS LINK KIT, CLEAN AND CLEAR PLUS CARTRIDGE FILTER, INTELLIFLOW VSF, MICROBRITE LIGHTS, SWEEPER REBEL ******. The pool installation has company has been to my house on several occasions to resolve the issues with no resolve. I have a giant swamp. I just want my family and I to be able to swim in my pool without catching a cholera, diarrhea, typhoid, amebiasis, hepatitis, gastroenteritis, giardiasis, campylobacteriosis, scabies, and worm infections.***************** ********************************************************** **********

  Business response

  07/12/2022

  Researching this issue, I found the consumer contacted Pentair on July 7, 2022, and on July 8, 2022, a representative from tech service reached out to the consumer and took the appropriate steps to satisfy this warranty claim.  Replacement parts have been ordered and will be shipped accordingly.  We apologize the consumer felt the need to file this complaint before we had a chance to respond. 

  Customer response

  07/12/2022

   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.  However, the issue has not been resolved, am still waiting on an ETA for parts.  I faith that they will do what they say so until that time, please leave this case open.  

  Kim 

• Initial Complaint

  05/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Pentair pump and had it installed last August. The pump has never worked correctly. I've had two pool companies try to set it up but they're saying it's not working correctly. I've sent two emails to Pentair and attempted calling them. The product is still under warranty, but I cannot get a hold of anyone at the company. When I call, I'm on hold for over an hour (once for 2 hours), and I give up. I also sent 2 emails to them through their website, and no one has responded.

  Business response

  05/20/2022

  Unfortunately, it is not unique to have longer than normal waiting period when calling in or emailing our technical service department this time of year.  Everyone is opening their pool for the season.  Our records reflect that this consumer emailed tech service on May 17th and 18th and filed this complaint on the 18th when he did not receive an immediate response.  We apologize for the exceptional long wait and inconvenience.  Your case has been turned over to management and the consumer will be contacted accordingly. 
  

• Initial Complaint

  05/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dorado pool vacuum purchased and registered with Pentair. Unit has not performed as advertised since initial installation. We have replaced the rubber skirt to try and improve effectiveness and unit doesnt navigate and therefore doesnt perform as advertised. Unit has been a complete failure and waste of money. Very disappointed with engineering and quality of product. This unit is registered with Pentair with same contact details included with BBB inquiry.

  Business response

  05/06/2022

  In 2019, MB Pools and Spas registered the purchase of a Dorado cleaner for this consumer with a valid warranty period through 8/28/21.  Our records do not reflect the consumer contacted Pentair technical service for help with his cleaner until May 3, 2022, and then filed this complaint the next day on 5/4/22.  We apologize that this consumer had constant problems with the cleaner since the installation on 8/28/19. Even though this product is no longer covered under the terms and conditions of the limited warranty, Pentair will be more than happy to help troubleshoot the issues he is experiencing. Please contact ********************* directly at ************ or **************************************

• Initial Complaint

  08/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a new pool installed in June, 2021 with all Pentair equipment. After the installation I contacted Pentair about the fact that the pool cleaner was constantly hung up on the pool steps because the wheels were not reversing. They agreed that it was defective and issued case # TS02188294 and contacted a local pool service to come out and check it called Morse Pool Service. The did and agreed the cleaner was defective. They ordered a part to solve the problem, came out to install it, but were not successful in repairing it. Over the last couple of weeks, I have sent emails and texts to Pentair and Morse but have received no replies. This has been going on now for 2 months and is a great inconvenience and poor customer service. I just want a fully working pool cleaner or replacment

  Business response

  08/30/2021

  We apologize for the lack of customer service with the Pentair service team, but based on our records, we ordered a replacement backup valve and it was delivered on 8/5/21.  On 8/18/21 tech service emailed you to make sure it was installed, but you did not respond until 8/27/21 when you reported the wheels were not reversing, the hose coils up and the cleaner gets stuck on the steps when the backup valve  does not have enough power to pull the cleaner off the steps.  Understanding the function of the backup valve, the wheels will not reverse the cleaner, but the cleaner should pull away from its last location, in this case, pull away from the steps.  But if the hose is coiling up behind the cleaner, this is indicative that the hose is too long.  Our service team has agreed to go back out and remove one foot of the hose to ensure this will allow the backup function to properly work.  If it does not, a new cleaner will be shipped to the consumer.  Please contact Robin ***** ************ or ******************* if this does not rectify the backup issue. 

  Customer response

  08/30/2021

   I am rejecting this response because:
  

   When the tech came out to check the cleaner, he said the backup valve was not the problem.  It was in the reverse pump.  The wheels are supposed to reverse but are not.  He was ordering a replacement reverse pump. You stated that I did not respond until the 26th - thats because I had tried several times to call or text the tech before reaching out again to Pentair.  The tech never contacted me back.  Anyway, apparently this has been resolved per the attached email.  Please do not send anyone out to shorten the hose as it is the proper length.

   

    
  

• Initial Complaint

  08/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1?On 11/ 30, 2020, I purchased a set of the company's water softener equipment, along with 20 filter cores, through a sales consultant. That comes to $3,400 2?But the product breaks when you open the box.3?They didn't repair it. They sent replacement computer parts 4?The equipment was only installed on June 13,But it was not used. After purchasing the extended power cord, I contacted the company's technology 5?But after the technician adjusted, he said the drainage pipe was no problem, and it would be ready in a moment. It drains only at two in the morning. In fact, the computer version was broken, and the water kept flowing, resulting in a $600 high water ****.6?The equipment still leaks, but the after-sales staff overturns the return agreed by the sales consultant and makes me have to pay for the poor quality of this set of products; And the cost of the repair. Threat to cancel warranty on accessories.

  Business response

  08/25/2021

  I am sorry to hear that you are having problems with your Pentair products.  From the information you provided I cannot tell what product line you are having issues with.  Please provide the following info so that I may direct your inquiry to the correct person/department.

  1.Name of the consultant you purchased your products from.

  2.A copy of your receipt or other document showing what products you purchased.

  3.If you don't have your receipt or other documentation, it would help to know the brand name of the products. Perhaps you could provide photos of any name plates including any serial numbers or manufacturing dates.

  3.Name of the technical service/customer service person you worked with at Pentair.

  Once I have this information, I can find someone to assist further with your product problems.

  Kind Regards,

  ********

*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. ↩