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:05/02/2023

  Type:Customer Service 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 my pool through Pulte homes, the system came with a 3 year warranty as a package. My pool heater stopped working, I was told by the pool contractor I had to call Pentair. I called a dozen times, I always get through the customer service but they tell me that have to transfer me to the pool heater department, I have sat on hold for as long as an hour and ***************************************************************************************************************************** and registered and now I am on my 5th call back, currently waiting on hold for an hour and 10 minutes. I have sent emails through their contact site, I have emailed corporate and nothing. I honestly think the process is designed to get you frustrated and to give up My case number is TS02887864

  Business Response

  Date: 05/09/2023

  Hello, 
  We apologize about the consumer's frustration here with their heater. One of our Senior Techs in our ****************** reached out to the consumer, and after speaking with them identified that a service team needs to go out to make the repairs. We have assigned a service team to go out to the consumers home and address the problem with their heater. The consumer can reference Work Order, WO-********. The consumer has the Tech's name and email if they need any assistance. 

  Thank you, 

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

  Customer Answer

  Date: 05/10/2023

   
  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:04/05/2023

  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.

  Purchased pool heater and was installed by certified installed we also tested the water and all other equipment. Plastic manifold on the heater sprung a leak within 4 months of installation. Tried filling for warranty and was denied because it was not purchased from a local dealer and failure was a result of bad water chemistry. Heater was purchased from a Pentair supplier through ***** I am a retired engineer and know a little about chemistry. "Will not cause plastic to crack" that's why only plastic pipes are used for pool plumbing !!!

  Business Response

  Date: 04/13/2023

  Hello, 

  I have reviewed the Consumer's account and case. After reviewing the picture provided, Pentair has ordered the Consumer a brand-new Manifold for their heater. I have emailed and called the Consumer informing them that we are ordering them a new Manifold. When we have a tracking number we will provide that to the Consumer. 

  Thank you, 

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

• Initial Complaint

  Date:03/26/2023

  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.

  6 months no rebate. Many calls and emails and they simply don't respond. Where is my rebate? Is anyone there??

  Business Response

  Date: 03/29/2023

  Hello, 

  We apologize about the Consumer's frustration. We responded to his email email from March 23rd, 2023 on March 24th, 2023 letting the Consumer know that the serial number was registered twice. The Consumer also did not send the required document to show Proof of Purchase and Proof of Installation. Attached is the necessary form Pentair needs filled out in order to receive their rebate. Once we get the necessary documentation showing Proof of Purchase and Installation, we can approve and put in a request for the Consumer to receive their rebate. 

  Thank you, 

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

  Customer Answer

  Date: 03/30/2023

   
  Complaint: 19852964
  
  I am rejecting this response because:I have no evidence of any email from pentair. I've submitted all docs and forms required (3 times) and wasted so much time on this already. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 03/31/2023

  Good Morning, 

  After reviewing the Consumers response, I went back and looked further in his account it shows that the **************** Representative sent the email back to general inquiries and not the Consumer. I do apologize about that, and due to that I have gone ahead and processed their rebate. They should receive it within 6-8 weeks ***** In the future in order to receive your rebate the consumer must send in proof of purchase and proof of professional installation.

  Thank you, 

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

• Initial Complaint

  Date:03/21/2023

  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.

  Purchased a Pentair Prowler 930w pool cleaner from *********************** in May 2022 and it was delivered to my house.I registered the product on Pentair's website where it listed a 2 year warranty.In March of this year the pool cleaner stopped working and I reached out to Pentatir for warranty service.Thus far Pentair has refused to warranty the product stating that it only has a 60 day warranty because it was purchased online.I reviewed the online information and some of it is contradictory and Pentair is not standing behind their product.I have provided all warranty registration, product information, and proof of purchase.My request is that Pentair warranty this product and provide repair resolution.

  Business Response

  Date: 03/22/2023

  We apologize for the Consumer's frustration here in regard to his warranty for his cleaner. I have reviewed the case in length and this product was purchased online. TradeGrade products must be purchased from a retail store (brick & mortar), pool builder or pool service company to receive a one-year, two-year or three-year warranty. If purchased online will only receive a sixty-day limited warranty. I did go to the ************************** website and saw that it does state a 2-year warranty. This is false advertising on the pool store's website. I have escalated that Marina **** is falsely marketing our warranty. The Consumer needs to reach out to the pool company and can reference Pentair's Website in regard to our warranty policy. If the Consumer would like to have one of our cleaner technicians try and diagnose the problem Pentair can certainly do that. 

• Initial Complaint

  Date:03/08/2023

  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.

  Our pool pump broke in September of 2022 and was still under warranty with Pentair. A part was ordered to replace the broken part.The part has been on "backorder" for over 6 months. I am under the understanding that this part is no longer being made.This warranty is fraudulent if we can't have or part replaced in over 6 months of time.We should be offered a comparable part or money, but we've been told that both options aren't available.We have been left with a non-functional pool for over 6 months. I believe they are committing fraud in an attempt to get us to forget about our warranty and buy a new part, rather than get the part that we are legally entitled to. Warranty case number ts0285047

  Business Response

  Date: 03/08/2023

  Hello, 

  We apologize about the Consumer's experience with the delay on getting the part to their pump delivered. I have followed up and the part was shipped yesterday to go out for delivery. This information has been emailed to the Consumer. Due to the experience the Consumer has had I am extending their pump warranty; parts only for an additional year. The consumer will be responsible for professional installation. 

  Thank you, 

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

  Customer Answer

  Date: 03/08/2023

   
  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.
  
  Additionally, I appreciate the empathy and professionalism I received from the personal phone call. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:02/18/2023

  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 bought a Pentair pool pump on 6 - 6 - 22 -- change all the piping and filter system from my pool as well -- we had the pump working good , until it rain at the end of august , the pump stop working / the seals of the electrical board were defected , water went in . that's what the person they send said it happened . -- my pool service guy call them and ask to get it fixed under warranty / never happen , they send someone that told us that the part they order was wrong, and that they need to reorder another part . my pool service guy and myself have been calling Pentair to see if they can fix the problem, send me a new pump or give me my money back , but nothing happens , my pool have been without pump since last year, Im even worry that the lining of my pool would be damage at this point, also was changed at that time, just the liner of the pool cost me $7,000. the claim was done on september of last year. and to this point no results. would like for total replacement of the pump ( NEW PUMP) or my money back. Thank you

  Business Response

  Date: 02/22/2023

  Hello, 

  We apologize for the Customer's frustration on the several repairs of his pump and the time length it has gone to repair the broken part. We are offering the Customer a new pump and will ship to his home with the understanding that the Customer is in charge of the installation cost to have the pump replaced. I have emailed this response to the Customer and if agreed we will start the process to ship a new pump. 

  Thank you, 

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

• Initial Complaint

  Date:02/09/2023

  Type:Product 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.

  Have purchased 2 Battery backup sump pump units over the past year and both have had connectivity issues that make their app absolutely useless and untrustworthy. Pentair had sent a control unit to rectify the issue. It performed for about a month and then fails to connect appropriately. After multiple emails to their customer support no one has responded. The Pentair FPDC30 sump pump system should be pulled from the market. The wifi connection does not connect or perform be trustworthy information and the customer service to rectify the situation is all but absent. When asked if I could send my 2 bad control units to have diagnostic repairs done their customer service had NO WHERE TO SEND THEM. Pentair needs to do a way better job at providing quality products and support for their products that fail to provide the function they were purchased for! I spent close to 1000 dollars out of pocket to resolve the issues I've had with their equipment and yet it still does not operate or perform as intended. Shame on Pentair selling these battery backup units to the public. They are faulty and should be pulled from every business selling them!

  Business Response

  Date: 02/23/2023

  It is my
  understanding that Mr. ******* is having trouble with Wi-Fi connectivity for
  his residential sump pump unit.  Pentair appreciates Mr. ******* bringing
  this issue to our attention.  Over the course of the last several weeks,
  we have worked extensively with Mr. *******, providing troubleshooting support
  by phone, two replacement gateways, and a free replacement battery backup unit,
  which shipped in December.  Ultimately, it appears that Mr. *******’s home
  Wi-Fi network may be incompatible with his sump pump unit.  Our customer
  service representatives would be happy to continue to assist him or he can
  return the unit to the retailer for a full refund.

  Customer Answer

  Date: 02/24/2023

  
  
  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. I would like to know if the business would send me a return authorization for a full refund that the retailer Walmart will accept as the unit is just beyond their 90 day return policy? 
  
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:01/16/2023

  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 bought a pool heater (new). It does not work and no one will call me back. Its $5000.00. That may not seem like a lot of money to some, but it is to me. I at least want someone to call me or email me and acknowledge that there is an issue and some timeframe on resolution or a new one.

  Business Response

  Date: 01/19/2023

  Good Afternoon,  
  
  We apologize for the issues that the consumer experienced with their pool heater. We have looked into this matter, and a Service Team has confirmed that they went to the consumers location and replaced the control board, and adjusted the gas valve. We have also reached out to the consumer to confirm that their pool equipment is working properly and if there is anything else we can do to be of assistance.  
  
  Thank you,  
  Pentair Customer Service Team 

• Initial Complaint

  Date:01/07/2023

  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 have had nonstop issues with Pentair equipment since installation in 2020. However, in 2022, I experienced pure hell. I had to spend over $1000 to restore my water quality after the salt cell stopped working. I've received conflicting stories of manufacturing delays to no reported issue being filed with the company to a new cell is being sent to you. Still, no cell. I was also advised by 2 separate contractors with the company that my control board was faulty. Rather than replace it, Pentair sent a 3rd contractor who said the system just needed an update and went about his business. I've had faulty temperature reads and repeat issues. Now, I'm dealing with equipment that froze due to freeze protection not kicking in, and Pentair is blaming my wifi (despite constant wifi service, a wifi extender, a green wifi link light, and continued scheduled pump service). The same concerns with faulty equipment and a lackluster app experience flood the internet, yet Pentair has refused to take any responsibility. This is my next step.

  Business Response

  Date: 01/11/2023

  Good Morning, 

  We apologize for the issues this consumer experienced with their pool equipment.  We have looked into this matter and our records reflect the last service call on their automation was in July 22 when the firmware was updated.  The consumer will be contacted directly by a Pentair representative to find out additional information regarding freeze damage.  

  Thank you, 

  Pentair Customer Service Team

• Initial Complaint

  Date:11/28/2022

  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.

  My Pentair pool heater broke approximately 6 weeks ago, 2 months after the warranty expired. I called ***** * ***** pool company to fix the heater, and they explained that the heater had to be replaced. According to the technician, the water valve had been leaking for months and caused the inside of heater to become rusted. The technician said the valve was faulty and caused the rusting, therefore, the valve could not be replaced and entire heater would have to installed. I contacted Pentair and spoke with several people who did not help us. Finally, ***** ****** , head of customer service told us he was going to make a decision based upon ***** * *****’s evaluation of the part. Pentair has denied the claim and will not replace the heater.

  Business Response

  Date: 11/30/2022

  Good Afternoon, 
  We have been in contact with the consumer, and after one of our Pentair representatives reached out to resolve the issue, the consumer has decided to purchase a new heater, as his current rusted heater is not covered in our warranty plan. The issue has been resolved. Please let us know if there is anything else you may need. 
  

  Thank you.