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Complaint Details
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Initial Complaint
04/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased a pool heater which came with a 3 year warranty (see receipt) from Pinch-A-Penny on ******************** in *****, **. The first time we tried to use it about a year and a half later, the heater would not work. Pinch-A-Penny said the ignitor which had failed was not covered under warranty per the manufacturer (Fluidra/Jandy). When I called Fluida (Jandy), they said that Pinch-A-Penny does not participate in the extended (up to 3 year) warranty through them. The warranty service person at ****** said the ignitor would be covered under warranty if they participated, and he sends out ignitors under warranty all the time. So I must conclude that Pinch-A-Penny's advertized 3 year warranty is false advertising.Business response
05/06/2024
Hello!
We're disappointed to see this complaint, as we received a call from ******************* in December 2023, saying that his heater wouldn't turn on, almost 2-yrs after we installed it. Our team absolutely responded and scheduled to send one of our Mechanics out to come check out the heater issue on December 6th, 2023, and that's exactly what our team did. We sent one of our Mechanics out, free of charge. What our Mechanic found was the igniter switch on the heater was burned up from a power surge and there was low gas pressure coming from the gas line. When there is a power surge, a lot can happen to the electronics on a heater. We provide a 3-year warranty on major components, which covers 1-yr with the manufacturer and additional 2-yrs with Pinch A Penny. We have had this warranty in place for over 50-yrs. Our warranty DOES NOT cover power surges unfortunately, since we have no control when it happens or what kind of damage it will cause. We recommended that the customer contact the gas company first to check the gas pressure coming from the gas line, then we offered to come back out and replace ignitor switch for a discounted price and replace any other components affected by this power surge. We never heard back from the customer and then we received this complaint. We would have much rather received a call directly from the customer and worked with him on a resolution, then him automatically filing a complaint, when we did try to help him.
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Contact Information
Business hours
Today,9:00 AM - 6:00 PM
MMonday | 9:00 AM - 6:00 PM |
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TTuesday | 9:00 AM - 6:00 PM |
WWednesday | 9:00 AM - 6:00 PM |
ThThursday | 9:00 AM - 6:00 PM |
FFriday | 9:00 AM - 6:00 PM |
SaSaturday | 9:00 AM - 6:00 PM |
SuSunday | 11:00 AM - 3:00 PM |
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.