Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/15/2022

  Type:Customer Service 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.

  Purchased and had Gallagher's install a new propane pool heater 5/11/22 with a 2 year warranty. The pool heater was leaking and had them come out on 9/15/22 and they declined to replace the pool heater and wanted to charge me $3000 to repair. After years of being a customer I will never give them my business again.
  

  

  Business Response

  Date: 09/29/2022

  Business Response /* (1000, 5, 2022/09/16) */
  
  The reason for the heater failure was improper water balance. This was verified by the heater manufacturer. Water balance issues are not covered under the warranty. Customer never allowed for a replacement option during our phone call. He was never quoted the over $3000 he claimed. I contacted the manufacturer and they are willing to sell him a new heater at a discounted cost and I am willing to install it for no charge.
  
  
  Consumer Response /* (3000, 9, 2022/09/16) */
  The tech said it would be about $3000 with labor and parts and probably better to purchase new. I told the tech that was ridiculous and have the owner call me. The heater is three months old and used three times. The pool water was not out of balance all summer. If chemicals can damage that much in three months than no one could keep this heater. Our previous heater lasted almost 10 years. No one would buy a Pentair heater and pay $3500 for three month use. And if a product is affected that much in such a short time then a major warning label should be issued stating that it can only last three months if you have chemical in balance. Very Disappointed. You never offered to give any other options on the call except to say not covered.
  
  So, let me know then.
  
  
  Business Response /* (4000, 15, 2022/09/22) */
  The last thing that was said by the customer was " we will just handle this through the BBB" before he hung up the phone on me. I then received the complaint. We did credit him back the $140.00 service call. Pentair will sell him a new heater for $1500.00 and I will be willing to install for no charge. If this is unethical than there is not much more i can do for him.