Pentair Water Pool & Spa complaints

To obtain the benefits of the Limited Warranty, the consumer must contact the Pentair Technical Service Department and provide proof of purchase and Pentair will notify the consumer of the proper steps to be taken. This would include but not be limited to providing the consumer the name of a Pentair Service Team who can troubleshoot the cleaner, dispatch a service team to troubleshoot the cleaner at the jobsite or provide a Return Goods Authorization (“RMA”) form to return the product to North Carolina. The consumer allegedly shipped the product to our Moorpark, California facility on July 23, 2021, without contacting Pentair and lacking the proper RMA form. Unfortunately, the consumer wrote to Pentair on October 4, 2021, to inquire on his cleaner repair, instead of calling technical service. Neither the cleaner nor any letter sent to the Moorpark facility were located. He sent a letter to our corporate offices on October 27, 2022, which was forwarded over to me. I have provided offers to this consumer that included to provide a new replacement cleaner with full warranty with proof of purchase of the subject filter or provide a slightly used robotic cleaner with a 30 day limited warranty, but he did not need to provide proof of purchase of his subject filter. Regardless of the offer selected, a simple release needed to be signed and return. He was upset with our release, and I have repeatedly informed him that I could simply it to exclude the language he was not happy with. He has decided he would like a new cleaner with full warranty or a refund, but both choices will require proof of purchase as normal practice with most professional companies. We deeply regret the unhappiness and frustration this consumer has experienced, and we have been more than happy to try to resolve this issue, but he refuses to provide proof of purchase since it is too time consuming to pull the invoice out of his work receipts. Once the invoice is provided we will provide a replacement cleaner under the terms and conditions` of the Limited Warranty.

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Our warranty procedure is very clear on the limited warranty card that shipped with the cleaner that the consumer must contact the Pentair Technical Service Department and provide proof of purchase. The manual provides contact information for the consumer for questions about ordering replacement parts etc. Nowhere in any publication does it state to send the cleaner to a manufacturing facility directly. As required in most returns globally, proof of purchase is required.

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