Complaints

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• Initial Complaint

  Date:10/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My pool construction was contracted on 5/27/2021 with Desert Soul Landesign LLC (ROC # ******, #******, ************** ) and was completed in 10/15/2021. The pool / spa combination had a total of 5 Pentair Globrite LED lights. Within 2 months of pool completion, one or more of the lights stopped working and required replacement under the warranty. The son of the owner of Desert Soul Landesign, )who was also the Project Manager on the construction) after inspecting the lights prior to replacing them, told my wife Desert Soul stopped using these Pentair Globrite lights because of all the issues. He said they were installing Pentair Microbrite LED lights instead. She asked him at that time, why don't you upgrade ours to the new lights then? He told my wife "let's see what happens with the replacements." When one or more of the lights stopped working again, just a few months later, we were informed by Desert Soul, upon contacting them, we had to go through ******* directly for warranty issues. These lights have been replaced no less than 15 times over the last 3 years. Another light failed this weekend on 10/19/2024. The lights are now "out of warranty" while being advertised as having a ****** hour life and a 3 year warranty (given we registered the equipment with Pentair Warranty). They are approximately $500 per light plus replacement labor. The cost is bad enough but given the history of failure, this looks like a never ending nightmare of replacement cost after replacement cost.

  

  Business Response

  Date: 10/23/2024

  **** ******

  Owner of the company Desert Soul Landesign, llc

  After receiving this communication from the BBB, we have reached out to our Representative from ******* which is the manufacturer of the lights in question. She has assured us that even though the lights are now considered out of warranty, they will in fact retro fit the existing light niches and install the microbrite lights that are the premium lighting we here at Desert Soul are using.

  After that communication we then went to the home of this customer to talk face to face with them but found nobody was home. We were able to speak with them over the phone and were told that they only wanted this complaint to go against ******* but did not have an option to make that happen. We did tell them what we could do for them through our company and have PENTAIR do what we were told. Customer was very happy to have this happening and said that once I responded to the BBB email then they hoped it would open a link in an email to them to be able to remove this complaint. 

  As the owner of Desert Soul Landesign, ll 

  I totally got there position and agreed. Pentair would by no means want to lose my business is most likely why this is being replaced with the best lights on the market.

  I would also add that I appreciate the way that the BBB operated in this situation to come to a WIN/WIN resolution without it impacting our rating at the BBB.

  I would like to be notified as to what happens next and when this complaint is removed.

  Thank you,

  **** ******