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:10/10/2022

  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.

  We had a pool installed with heat pump just over two years ago . We have been trying to get warranty work done since early spring . Pentair has sent two heat pump people to work on our unit . The first didn't even work on heat pumps and the second tech had admittedly never worked on these units . He replace two parts in 5 months and created power surges through out our house . Our house is new and so is the pool

  Business Response

  Date: 10/11/2022

  We apologize for the lack of professionalism with the service team
  that was assigned to the warranty claim for this consumer.   Heat pumps can be a specialized area and
  difficult to find qualified service team in some area.  He was personally contacted by our Customer
  Service Manager early last week and again yesterday.  At his suggestion we reached out to his
  installer to inquire if they could help troubleshoot his issue.    

• Initial Complaint

  Date:09/26/2022

  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.

  We have a defective Pentair Prowler 920 pool cleaner that is within a 3 year warranty from ***** *****, ******, VA. ***** ***** advised that the warranty is handled directly by Pentair. I originally called Pentair on August 2, 2022 to report the problem with our Prowler. After hearing nothing from Pentair, I called again on August 15, 2022 to follow up. At that time, I was informed (by ****** and *****) that my original 8/2 call to Pentair was never processed and that a work order was never forwarded to a local pool repair contractor. Our claim was then forwarded to A ***** ****** POOL SERVICE in ******, VA. ***** at A ***** ****** has informed us that he is waiting on parts from Pentair to complete our repairs. He did, however, come to our home on Sept. 13, 2022, to install a new motor in the pool cleaner on the chance that this step would resolve the issues. It did not. He said he was still waiting on a cable from Pentair. He said he is "only a third-party contractor," and that. going forward, I should contact Pentair for any other information. My wife called Pentair, and was told that there were no further parts shipments scheduled for A ***** ******. The Pentair customer service rep then said he would have the cable sent to A ***** ****** so repairs could be completed. We've checked with ***** at A ***** ****** several times and are told each time that he has received nothing from Pentair. It appears that Pentair has no intention of resolving this matter and honoring their warranty on our Prowler pool cleaner. We would lilke this warranty issue resolved to avoid any further action against Pentair.

  Business Response

  Date: 09/28/2022

  We would like to apologize to the consumer for his recent
  experience with our technical service department.  Like all manufacturing industries, there are
  unprecedented global supply chain constraints that are impacting Pentair as
  well.  Since the pandemic started, we
  have seen extended delivery times incomparable to previous years, including but
  not limited to robotic cleaner components. 
  A Customer Care Manager will reach out to this consumer directly within
  24 hours.

  Customer Answer

  Date: 09/30/2022

  
  
  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:08/29/2022

  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.

  This is my 2nd pentair master pool heater and has already broken. I put it in in May brand new and already shot. Water coming out of the air blower! Pentair only has a 60 day warranty from when purchased. We ordered it last August didn’t get it until October. Was in the box till we opened in May. 3 months and it’s dead.

  Business Response

  Date: 09/01/2022

  It is difficult
  to respond to this complaint since this consumer is not in our system.  This Pentair heater has a sixty (60) day limited warranty period if purchased
  online.  However, a hater
  purchased from an Authorized Pentair Online Reseller (products beginning with
  EC-) receive a one (1) year (parts only) warranty from the date of
  purchase.  And a heater purchased from a retail store (brick & mortar), pool builder or
  pool service company will receive a two-year limited warranty period.  This information can be found on
  our website prior to purchasing any product and on the attached Limited
  Warranty Card.  Here is the link to our
  website where this information can be found:  ***************************us/education-*******************************************************************************************  We apologize for the troubles this consumer has
  experienced with the heater and once proof of purchase of purchase along with proof
  of installation is provided, we will dispatch a service station to troubleshoot
  the issue if the heater is still covered under a valid warranty period.  

• Initial Complaint

  Date:08/11/2022

  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.

  Pentair case TS02486601 Work Order ***********Product Part # 461059Product Build Date 07/17/2020 Serial # *********008Q Mastertemp 125 heater purchased 2020 , installed Jun of 2021 usedpart of June , July, August (limited as temperatures are high) , September, Hibernated, used again May and June and maybe part of early july of 2022 , failed. Contacted pool store whom we purchased first ever pool, filter, ladder, pump, and HEATER from (also installed). They advised were NOT certified by Pentair to handle warranties, but would offer ""AT COST"", I told them unacceptable, filed an official warranty with Pentair. This is where laughable customer service begins. Was told certified warranty (third party company) was assigned to come out and inspect, email said to wait two days + call if I hadn't heard from that company. I waited a full week (I understand considering labor and supply chain issues). That company never called me + when I called them they said they were ""DENYING"" Pentair's request to come out. Pentair assigned a different local third party, They also never called me, I called them after two days they inspected 3 business days later and still never said or called a single word. I called them few business days later they said ""we sent everything to Pentiar"" I call pentair they said we didn't get anything at all, maybe they sent to a regional rep instead of warranty center. I wait another week call again "" we got chemical test but not photos"" ""just so you know looks like we will be denying this for chemical issues + only resource you will have is with our legal department"" I get response to an email I sent to pentair before even putting in warranty claim + that person calls me with photo saying denied because clearly no check valve was installed I laughed because their second third party company took photos of check valve.
  Pentair sells a 1k plus product they have no interest in covering or educating people about when they do buy to avoid these issues

  Business Response

  Date: 08/15/2022

  This type of consumer experience is
  not what Pentair is working towards and we apologize for the lack of
  communication from our service teams and technical service department.  If the plumbing is missing a chemical
  resistant one-way check valve between the heater and the chemical feeder the
  heat exchanger will get damaged from the highly chlorinated water back-siphoning
  through the heater when the pump was off. 
  A check valve should be installed, or the replacement heater will be
  damaged as well.  Again, we apologize for
  his experience.  If the consumer is not
  contacted within 24 hours, please contact me directly.  

• Initial Complaint

  Date:08/04/2022

  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.

  My swimming pool light that's still under warranty hasn't worked the entire pool season which started at the end of May. I immediately reached out to them and would be left on hold for hours, even tried the option of having them save my place in line to receive a call back but that didn't work either. On June 6 I started sending DMs through twitter and finally received a reply on June 7 with a case number, it took one entire month before they ever sent a company to check the light out and they exchanged the engine in the light and told my wife that it was fixed. When I turned the light on it still wasn't working properly with the exact same problem so i reached out to the company that came out and was told they would reach out to Pentair and figure out next steps. They finally came back and installed a new controller for the light that didn't work either, the service tech tried multiple times to get someone from tech support that his manager told him to call but he never answered and I've called the number multiple times and he never answers. So the pool season is ending in less then 30 days and my family has yet to be able to use the pool past sundown due to not having my light fixed. Pentair pool equipment is very expensive and i bought all my equipment from them so I'm extremely disappointed in the lack of customer service they have provided, they never call me to update me on my case I always have to stalk them down. I do understand that there is a shortage of workers right now but this is still a unacceptable amount of time to figure this out.

  Business Response

  Date: 08/08/2022

  We
  apologize for the extreme delay for the warranty service for this
  consumer.  Normally, replacing the
  circuit board is all that is needed to repair a LED light.  When that was not successful, the controller
  was replaced.  Surprisingly, the light
  continued to have issues, after checking the power it was deemed the subject
  light will need to be entirely pulled out and a new light replaced.   Unfortunately, with unpresented supply chain
  constraints, staffing shortages with the service teams and large back order with
  electronics, the customer service experience for this consumer fell short of
  our goal.  The consumer will be contacted
  within 24 hours.  The consumer can contact me directly if he is still not satisfied.  

• Initial Complaint

  Date:07/27/2022

  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 have a Pentair IC40 Salt Cell for my swimming pool that was installed in April 2021 and has a 3 year MFG warranty. I notified Pentair in May 2022 the product is not functioning properly. At first they denied warranty without proof of failure however after several weeks and phone calls they finally sent service to verify failure. They agree the part has failed and will replace however have no stock. They will not give me an expected date of availability. They tell me to contact corporate, I’ve sent 4 requests on their site with zero response. I understand product availability is low however I can purchase this part online from multiple sources. I think the company is providing parts to suppliers but not warranty customers to recognize revenue. I’ve asked the company to provide alternate pool cleaning equipment but they declined. I offered to pay and upgrade my part to a larger unit but they declined. I’ve waited months which has costs me $100s in addiction sanitation products due to this failure. I think Pentair had products available they can offer but choose not to. The company can absolutely buy back parts they have already sold but they have declined. Please help.

  Business Response

  Date: 08/01/2022

  I apologize for the lack of communication with
  this consumer.  This complaint will be escalated
  to management on our customer experience team today.  

  Customer Answer

  Date: 08/03/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, the business has been in contact with me today with a plan however resolution has not been completed. Waiting repair on 8/8/2022. Please keep case open. 
  
  
  
  Sincerely,
  
  
  
  ***** *****