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Business Profile

Pool Manufacturers

Pentair Water Pool and Spa, Inc

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pool Manufacturers.

Complaints

This profile includes complaints for Pentair Water Pool and Spa, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

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Pentair Water Pool and Spa, Inc has 2 locations, listed below.

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    Customer Complaints Summary

    • 65 total complaints in the last 3 years.
    • 22 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/12/2024

      Type:Product Issues
      Status:
      Answered
      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.
      Pentair lights professionally installed two years ago failed simultaneously due to water entering the so-called waterproof housing. Company refuses to accept product failure. Support unwilling to escalate this issue.

      Business Response

      Date: 12/13/2024

      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

      Date:11/13/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      I had an inground pool built 4 years ago and Pentair products were used for the installation. The 3 lights for the pool and spa came with a 3 year warranty through the builder. All 3 "Globright" lights failed in the first 2 years and were replaced under the warranty but did not extend the original warranty for the new lights. All 3 new lights have now failed and the 3 year warranty is up, so I am responsible for paying for new lights at approximately $500 each plus installation. I had my installer replace 2 of the lights and when he removed the failed lights they were cracked the entire length of the light. Since the pool only gets used for a few months a year Pentair should stand behind this expensive product and last longer than they have.

      Business Response

      Date: 11/13/2024

      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

      Date:10/03/2024

      Type:Customer Service Issues
      Status:
      Answered
      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.
      ******************** Name: ******* ************** Installation Date: 06/06/2024 Address Installed: ********************* Modesto CA ***** Original Case#: TS03856590 All the documents (including the invoice that the professional services did) were emailed to the customer service. 06/19/2024 Since nothing was received after 6-8 weeks, reached out to them again and they created a REBATE ID: ************ on 8/5/2024 I went with this particular product since there was a qualified REBATE attached to it. Please help resolve this issue.

      Business Response

      Date: 10/14/2024

      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 Managers at [email protected].
      We look forward to handling the consumers concerns. 

      Thank you, 
      Pentair Pools Resolution Team
      1-800-831-7133

    • Initial Complaint

      Date:08/29/2024

      Type:Customer Service Issues
      Status:
      Answered
      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.
      This is in reference to an on-going open issue with a pump purchased in August of last year (2023) which was still under warranty in July of 2024. The pump failed after only 3 months of actual operation (1 month in 2023 and 2 months in 2024). After a very difficult interaction with Pentair support, involving a pool professional and photographic evidence, Pentair relented and agreed to remedy the situation. Rather than agreeing to sending a new Pump, the would only agree to replacing the motor. However, it has been over a month and a half and several calls to Pentair with no result, and Pentair using 'Supply Chain delays' as an excuse and they have not sent a replacement part. In my opinion there are solutions they could employ to correct the situation but refuse. They could send the motor from a new pump, but claim they can't do that because that is a different part of the business (sales). Alternatively, they could send me a whole new pump - which is what they should have done in the first place, but claim that the warranty only allows them to replace the broken piece. In my opinion, the real reason is that they already have my money and it isn't worth fixing the problem to them. I was given multiple dates for the fix, but always missed it. Last one was two weeks ago. They claim they will get in touch with me, but they do not, so I am force to call for updates. There must be a way to fix this situation. I was forced to buy a new pump to keep my pool running for the last nearly 2 months because of Pentair.

      Business Response

      Date: 09/12/2024

      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

      Date:08/22/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      I purchased a pool in 2020 and the installer used Pentair. Told me the warranty was 3 years. I began having problems with my Ichlor30 year 1 of the purchase date. Pentair worked great with me on getting it replaced with no issues to the chlorinator. I began experiencing problems once again with my ichlor 30 chlorinator exactly a week prior to the 3 year **** for the replacement part. So I called Pentair to try to get a new one before the warranty was up. Now Im being told that, it goes back to the purchase date of 2020 not the replacement date of 2021. So the chlorinator doesnt even last 3 years before it is done and Pentair wont honor the 3 year warranty of a replacement chlorinator.

      Business Response

      Date: 09/03/2024

      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 ************ via email for any further assistance. 
      Thank you, 
      Pentair Resolution Team 
      **************

    • Initial Complaint

      Date:08/22/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Pentair has been contacted to honor the warranty of a pool light installed on 07-Aug-2021, 3 years ago. The request was filed before 07-Aug-2024. Pentair kept communication until after 07-Aug-2024, when they then declared that the warranty has expired. It is a despicable behavior. Delaying communication to honor their warranty is just a very low business practice.Here is the name:Intellibrite 5g color light has 1 year warranty from the date of purchase and if according to the date of installation on the builder form, warranty ended in August 7, 2022. If intellibrite lights has been brought in and installed by the builder installer with a pump and filter, it had a maximum of 3 years warranty on it and the warranty ended in August 7, 2024. On the builder form, filter and pump is not declared, hence, we regret to inform you that you will have to have the lights serviced at your own expense.In order to receive a response in a timely manner, please reply to this email.Reference case number is TS03968484 in all correspondence.Sincerely,************Pentair Water Pool and Spa Inc.Pentair Product Warranty link:*************************************************************************************************************************************************

      Business Response

      Date: 08/26/2024

      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 Answer

      Date: 08/26/2024

       
      Complaint: 22179124

      I am rejecting this response because:  we have no resolution yet. If Pentair honors its warranty and fixes the light (that actually stopped working in May, and the whole system stopped changing colors last year, so the problem was noticeable in 2023), then I will accept their response. Since nothing happened yet in terms of repair, this response is not enough. And yes, we have been using the email and phone to talk with Pentair.

      Sincerely,

      *************************

    • Initial Complaint

      Date:08/05/2024

      Type:Product Issues
      Status:
      Answered
      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.
      I had a custom home built and had Pentair equipment installed exclusively for the pool. Everything for the pool that was purchased is Pentair brand, including the automation.I had the Part #****** Ichlor 30 and all (4) Part #****** Globrite 12V 100' LED Lights fail during the warranty period. I called Technical Support to resolve the issue. Each time I called, I was on hold for ***** minutes. It was several months of calls from myself and my pool professional trying to resolve the issues. The representative I dealt with was very rude, totally unprofessional and tried to tell me that my warranty had expired. However, my builder, my installer and Pentair literature all said I have a (3) year warranty. The warranty was still in effect when we began contacting Pentair. I know of other homeowners whose warranty started when they moved in too. I have also learned that the lights I have are the "old style" and that they were defective and consistently failing prematurely.I was only asking Pentair to replace the defective parts and that I would pay my pool professional to do the installation.

      Business Response

      Date: 08/06/2024

      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

      Date:08/05/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Within the last few months, I had my pool contractor order two Pentair Microbrite Color and White LED Lights for our pool. I paid an electrician $300 to install the two lights. One of the lights worked, but the other light did not work.I told my pool contractor to have the Pentair *** contact me, because I received a defective light and will now have to pay the electrician again to install a new light. I tried a couple of times to reach out to the Pentair *** but was ignored.At this time, I am extremely unhappy with the Pentair *** not contacting, but I am now understanding why he or she has not based on the other poor reviews on the BBB website.That being said, I want to be reimbursed for the extra expense that I am going to have to pay the electrician. Since the first service call was $300 for two lights, I will need to pay $150.00 for installing one light.

      Business Response

      Date: 08/06/2024

      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 Answer

      Date: 08/07/2024

       
      Complaint: 22095123

      I am rejecting this response because: I only have one voicemail from the business, and I tried returning the phone call twice.  I also sent an email that I have not received a response from.  There has been no resolution at this time, and I am still trying to resolve this issue.

      Sincerely,

      ***********************

      Business Response

      Date: 08/13/2024

      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 Answer

      Date: 08/16/2024

       
      Complaint: 22095123

      I am rejecting this response because:We are in the process of trying to reach an acceptable resolution.  I am in contact with ****, and she is trying to verify some information with warranty.  At this time, there is no resolution yet, but as I stated we are trying.  I would like to keep this case open until I know if an acceptable resolution can be reached....thank you

      Sincerely,

      ***********************

    • Initial Complaint

      Date:05/29/2024

      Type:Product Issues
      Status:
      Answered
      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.
      Called 3/21/24 about spa heater not working. Since then we are on our second pool service to find problem as heater is under warranty. Frontline pools could not get it to work after replacing blower, motherboard, having gas line checked, manifold, several fuses and ignighter. All these evals took place over weeks with 2 different reps until they gave up and Fiesta pools came out last week, 5/22/24. Their service pro was here 2 hrs and replaced several parts and still had no luck. He ordered a new o****** and was to install it today. He actually texted to say he was on the way. Over an hour later we called to see where he was and learned the part (the orifice) wasnt in due to the Pentair distributor not being there? No clue when they can get the part. Not sure the part will even work. We are at our wits end. When we purchased home, we were told things were in working condition.

      Business Response

      Date: 05/31/2024

      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

      Date:05/20/2024

      Type:Product Issues
      Status:
      Answered
      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.
      I purchased a PMP SUPERFLO VST 1.5 ALM Pool Pump in **** 2022. In February 2024, I received an Error 016 on the panel. I called the company that installed the pump and they said that it was warranty service and asked me to contact Pentair warranty. I did and provided all the information requested. The warranty service was authorized and then I heard nothing. In March someone came out unannounced and said they needed some information from the pool. After that I heard nothing. I contacted warranty service (************) and he kept saying that he would call the company. By ***, I was fed up with the delays and excuses. On My 8th, the warranty service rep finally said the part was on back order and he didn't know when it would come in. I told him this was unacceptable and that they should provide a new pool pump, given that it was now May and my pool contractor has now taken me off his schedule since I was waiting on warranty service. It will now be **** or July before I can have the work done on my pool. I contacted warranty service again and the part had come in and that I should contact the company for service. As soon as he sent me the number, I called only to find that the company here in ******* said they didn't have the part and that it was on back order. This has been almost 3 months and is now costing me my pool season. This is unacceptable.

      Business Response

      Date: 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 Answer

      Date: 05/29/2024

       
      Complaint: 21723554

      I am rejecting this response because: the pump is still not working.  *** service agent came with a part and it was the wrong part.  ***y returned later and said that the pump was not receiving enough electricity/current and suggested I call an electrician.  I did and after spending $1,300, the same error us on the pump.  *** service agent said that he was going to request the replacement of the pump.  I have not heard back yet and hope that replacing the pump will resolve my issue.

      Sincerely,

      *****************************************

    Pentair Water Pool and Spa, Inc is NOT a BBB Accredited Business.

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