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 Find Local Branches.

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  Pentair Water Pool and Spa, Inc

  400 Regency Forest Dr STE 300 Cary, NC 27518-7703

• 

  Pentair Pool Products

  10951 W. Los Angeles Ave. Moorpark, CA 93021

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:04/08/2024

  Type:Delivery 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.

  Have ordered multiple pool lights and they are known to be defective where they go out very quickly (within a year or so), for a light that should last several years. Pentair finally acknowledged this is a widespread issue and developed a new light that is supposed to correct the issue. This is for a second home I have and the pool lights were also used very infrequently so definitely a big issue that they were going out so quickly, especially when the lights cost around $750 each to replace. Pentair agreed to send me out new ones as soon as they were available. I waited approximately 3 months for the new ones and then was assured they would be sent out by the end of that month. At the end of that month still no word from Pentair. I followed up and they said they are no in a "deep backorder freeze" with no expected timeline. I have continued to follow up and still get the same answer. It has been approximately 6 months now (issue reported 11/13/2023) and still no replacements sent out buy yet the company continues to sell the new bulbs for new orders, just not to fix the problems with existing customers. This is inexcusable as they should be correcting the previous customer issues versus focusing on new sales to maximize profits.

  Business Response

  Date: 04/22/2024

  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:02/19/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 a Pentair FNS 48 plus DE filter from ******** pools #**** on 1/7/23 to replace the exact same filter that was installed when I had a pool put in my backyard 15 years ago. The original filter lasted 15 years and I never once had a problem with it. It never leaked or failed to seal after taking it apart to clean it. I had to replace it because the fiberglass tank cracked from prolonged uv exposure. ******** had one in stock, I went there an purchased it for $1319.57 including tax. I took it home and installed it. Nothing difficult to do, two hand tight flat face seal fittings to get the old one off and put the new one on. I was done in ****************************************************** it.The following day the filter was leaking around the band seal. I took the tank apart cleaned the oring and added lube and then put it back together. The same way I had done on the other filter that never had an issue. It seemed to fix the problem but about a month later it was leaking again at the band seal. Once again take it apart clean and lube oring and put it back together and a month later it was leaking. I continued to try and get the tank to seal properly and had no luck so I contacted Pentair to get them to come fix it under warrantee. I contacted them on 1/2/24 a year after purchasing the filter that I though had a 2 year warrantee. Their response was that I had installed the filter and the 2 year warrantee was void. To get the two year warrantee you had to have it professionally installed. My response was ******** did not mention that, it was not on the box the filter came in and it was not in the owners manual. How could I have know this? I have since purchase a new Pentair oem oring and installed it hoping that would fix the problem but it has not. The filter is still leaking and as the photos show rusting badly for only being a year old. It is clearly a manufactures defect that Pentair does not want to fix.I have a video of it leaking format not support

• Initial Complaint

  Date:12/27/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Ive had 5 separate LED malfunctions between 10/2022 to present. These are the dates and locations of each malfunction. On 10/22 (spa), 5/23 (Baja shelf), 7/23 (mid pool), 10/23 (end pool 100 ft) and 12/23 (mid pool, 2nd malfunction). On 3/2019 during my initial install, my pool was equipped with 4 pentair globrite color LED lights (3 x ****** 50 ft and 1 x ****** 100 ft) that were installed by an approved pentair installer. The 1st light in my spa malfunctioned and was replaced within the 3 year warranty on 10/22 (pentair covered parts and labor). The other 3 lights began to systematically fail one by one. Pentair did a goodwill part replacement for the remainder of the lights as they malfunctioned. However, I had to pay all the labor costs since i was out of warranty as of March of 2023. Each light that was removed showed signs of water intrusion, which is why the lights failed. When the final light of the original installation failed (end pool, 100 ft light) on 10/23, pentair stated that the all LED lights are on back order because of a known design flaw. **************** stated that they were redesigning all the lights because of water intrusion flaw that was causing them to systematically fail. They said once they are in stock, they would replace the 100 ft bulb (TS03335932). They indicated that they would be shipped out early December but Im still waiting with no ETA. While waiting for the 100 ft bulb replacement, the mid pool 50 foot bulb malfunctioned again for a 2nd time. I contacted pentair (TS03442014), they said because there was a previous goodwill replacement already done, they cant do a 2nd goodwill replacement although it was replaced a few months ago. I stated to pentair that they knew these lights were prone to failure and water intrusion with a systemic design flaw and they sent them out anyway. The replaced lights are already showing signs of moisture inside the lens and its a matter of time before they fail again. Ive spent thousands of dollars in labor costs already. As well as the thousands for the initial install. Pentair is aware and acknowledges that there are design flaws, which is why they are redesigning the lights, as stated by ***********************, customer service rep in ***********************. Im asking pentair to replace all 4 lights with the new improved design to include labor once they are back in stock.

• Initial Complaint

  Date:12/17/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  I had a new in ground pool install in 2019. Both my Pentair Globrite lights (******) have failed.A friend who had pool installed during same time period had 3 lights fails.100% failure rate within 4 years.These are defective and should not be sold.Pentair has not re-engineered the design or offered any solutions.Most customer experience complete failure with 4 years.These are LED light and should last ****** hours.Pentair knows about this issues, but says after 3 years you are on your own

• Initial Complaint

  Date:11/30/2023

  Type:Product 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.

  I purchased a Pentair ********* in Feb 2020. Due to Covid delays, the light was only installed (by a professional pool tech) in Nov 2020. Paid ****** for light and installation. The previous light was original and lasted over 20 yrs. The new light wasnt used much between Nov 2020 and September *********************************************** ********** and COVID slowed our rental activities until fall 2023. When we started up the pool this fall, the ********* kept tripping the ***** Upon testing with a multimeter, the light showed a ground fault. We sent the information to Pentair, including a video of the ground fault test, and requested a reimbursement of the cost of the light. Pentair responded that the lights have a 1 yr warranty and there is nothing they can do. We ended up purchasing a new light from Hayward. It works beautifully. It is very frustrating to purchase expensive equipment that is expected to last many many years, only to find out that it is defective and the company wont stand behind their product. We are done with Pentair!

  Business Response

  Date: 12/05/2023

  Hello,

  We apologize for the consumers frustration. This product was purchased in 2020 and comes with a 1 year warranty. The consumer can reference back to our warranty website that clearly states our warranty policy. The link is provided below.

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

  Thank you,

  Pentair Pool Customer service

  Customer Answer

  Date: 12/07/2023

   
  Complaint: 20937509
  
  I am rejecting this response because:  I purchased a ********* for $266. The installation of the light required hiring a skilled technician, at a significant additional cost, to make sure it was properly and safely installed. We spent a total of almost $400 on this light. Based on the cost and industry expectations around pool and spa light fixtures, it is not beyond the realm of reason to expect that this light should have lasted 10+ years!! The light didn't even operate for a few hours before it ground faulted. I appreciate and have understood from the beginning that the actual warranty of this light was 1 year. In my communications with Pentair since this issue started, that is all they've been telling me. But that is not the point. The point is when customers purchase expensive pieces of equipment from a reputable organization, they expect that the organization will stand behind their product and not continually serve platitudes about 1 year warranties.
  
  *************************************************

• Initial Complaint

  Date:11/21/2023

  Type:Product 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.

  03/01/2021 we purchased a Pentair MasterTemp HD NOx Pool Heater- Electronic Ignition total $2,400.90 We received and installed 10/11/2021.The heater died, the inside burnt-out. Filling our house with smoke.Replaced 06/01/2023. Work order WO-********. 11/02/2023 now failing again. It needs repaired. Pentair, says that the warranty expired and will not even fix it. The heater is 5 months old.

  Business Response

  Date: 11/21/2023

  Hello, 
  Pentair apologizes about the consumers frustration here. One of our Senior Agents contacted the consumer today and put an order in for a part for the consumer's heater. We also asked for pictures and a video to help further troubleshoot the problem. The consumer has our email to send that information in.

  Thank you, 

  Pentair ********************** Team

• Initial Complaint

  Date:09/27/2023

  Type:Product 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.

  Original date of Pentair Pool Pump transaction: 5/1/2023 was with Doheny's Pool Supplies. ******************** contact Pentair for resolution(s).Return to Pentair via Fed Ex 6/5/2023 pump noisy and inefficient Contacted Pentair regarding replacement pump also noisy and not working properly. Contact: ************************ Consumer Experience Representative 9/18/2023 Case ID# ********** opened with Pentair rep **** 9/25/2023 Case ID# ********** follow up with ***** who told us the pump functionality was on us and our problem. Per their perspective nothing is determined to be defective and follow up with an independent pool service to determine any further issues.

  Business Response

  Date: 12/05/2023

  We apologize for the consumers frustration. This product was purchased online on may 1 2023 and self installed. Our warranty clearly states that trade grade products carry a 60 day parts only warranty if bought online. Self installtion is a 60 parts only warranty as well. Please see the link below to our warranty page. The consumer must have sent that pump back to the company they bought it from since we do not take equipment back fro consumers.

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

  
  Thank you,
  Pentair- Pool Customer Service

• Initial Complaint

  Date:09/21/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I purchased a home in August 2022.The home came with a pool and pool system made by Pentair.The salt cell now broke. The unit costs about 1000$. It was made in early 2022 and comes with a 2 year warranty.Now Pentair denies the warranty claim because the former owner did not register the unit nor left me with proof of purchase. No offers to me were madejust denied.

• Initial Complaint

  Date:09/05/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I purchased a pool heater several years ago from Pentair Pools. The device had a warranty issue, the compressor stopped working, and the compressor was replaced by a Pentair subcontractor. On or about April 10, 2023, the heater stopped working due to a low refrigerant alarm, and I contacted Pentair Warranty to have the issue resolved on April 11, 2023 (Case Number TS02893261). I have made numerous calls, but they are unable to find a subcontractor to repair the heater. I need assistance to have the issue resolved.

  Business Response

  Date: 12/05/2023

  We apologize for the consumers frustration here.Looking into the consumers account it shows that we installed a new heat pump under warranty on or around 10/25/2023 (reference work order WO-01617517). Has this issue been resolved? If not please reach out to ************************************** to assist resolving this issue. 

   

  Thank you,
  Pentair- Pool Customer Service

  Customer Answer

  Date: 12/06/2023

   
  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.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:08/17/2023

  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.

  I am writing to file a report against Pentair, the manufacturer of the pool heaters. In late Summer 2021 I had a Pentair Mastertemp 125 (SN1117069210163U) natural gas water heater installed. Less then 2 years later in August of this year the heater began to back fire and then failed completely. None of the onboard monitoring lights illuminated. I contacted a local technician to verify that all gas line and external heater systems were functioning correctly. All checked out correctly. I then contacted Pentair who told me the heater was out of warranty and I was on my own for this **** dollar heater that has lasted less then 2 years. With no other option I contacted another technician to come out to my home and repair the heater. On this technicians disassembly it was discover that a weld on the flame holder assembly inside the gas exchanger has failed and that is what was causing the issue. I then contacted Pentair again as this is very clearly a manufacturing/quality control issue, their reply was to have my local distributor/ pool store to come and repair, out of pocket. This product needs to be recalled, this is a serious issue with the flame holder assembly, I am now ********************************************************************************************************************************************************************** a perfect world I would be refunded the cost of the heater, assembly and my related repair bill.

  Business Response

  Date: 08/17/2023

  Hello, 

  We apologize about the consumer's frustration here. We have reviewed the consumers account and the product. The product was purchased online and therefore only comes with a one-year parts only warranty. The consumer mentioned that their pool installer purchased the product. Our recommendation is that the consumer reach out to their pool installer. Our warranty policy can be found on our website at *************************************************************************************************************************************************. Again, we apologize about the consumer's frustration but there is nothing else Pentair can do when the product is out of warranty. 

  Thank you, 

  Pentair- Pool Customer Service

  Customer Answer

  Date: 08/17/2023

   
  Complaint: 20483663
  
  I am rejecting this response because: The unit is faulty period. It should not be sold like this. Pool installer is not the warranty rep for pentair the unit was installed by a gas tech not the pool installer. The unit is faulty due to a substandard weld wish has let go . The is a factory/manufacturing and quality control problem this unit was always a ticking time bomb as such dispensation should be allowed and the unit should be replaced or refunded as well as RECALLED and further inspection is warranted.

  
  
  Sincerely,
  
  *************************