Business Profile

Producers

Pentair Inc

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

128 total complaints in the last 3 years.
34 complaints closed in the last 12 months.

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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:02/14/2023
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 and replaced my Pentair heater with a new Pentair heater about 2 years ago by an authorized installer. About 4 months later I had to repair some thermal heating unit. I called a second time a year later and had to replace the control panel. My 2 year warranty is up this month and a second control panel had to be replaced. Additionally the heater is so loud you cant hear yourself talk when near poolside. Today the Panel was replaced and the tech told me it was from water coming off my roof while it rained. I told him that I thought it was poor design as this type of equipment is designed to withstand outside elements. I live in ******************* and it rains in this region one of the lowest in country. I explained to the tech that this heater is only 2 years old and his response was the fact that it was manufactured during covid and nothing but S*** was made during that time. I informed him that the manufacture date of the equipment was before covid. 3 repairs on a new product is unacceptable. I called customer service to see if I could get at least a one year extended warranty on the lemon I purchased. She was obviously working from home because I heard her dogs barking in the background during conversation. She referred me to customer tech. I have no idea why I was transfers since the equipment is now working. I just wanted so assurance this would be covered beyond 2 years. I was transferred to **** who explained to me that there was nothing she could do and did not have the authority to extend my warranty. I asked her to have somebody else call me that has the authority to help me resolve my issue. She told me that she would have her boss call me by the end of the day. I never received a call. I feel like I bought a lemon and I am not confident that this heater will last long. I am sick of all of the excuses I have heard on why they think it is not working. I would like another heater or at least an extension to my current unit.
Business Response
Date: 02/17/2023
Hello,

We apologize for the consumers frustration that he continues to have issues with his heater. After reviewing his account we would like to offer the consumer an additional one year parts only warranty. This has already been approved. I will be reaching out to the consumer today to let him know.

Thank you,
Pentair Customer Service
Customer Answer
Date: 02/22/2023
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. Pentair was kind of enough to extend my warranty for one additional year for parts only. The response was very quick. Thanks John
Initial Complaint
Date:01/15/2023
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 bought a $5000 pool heater 3 weeks ago and it does not work. My installer says that it needs a new "board" and will not operate until a new one is installed. I have called and emailed several times to find out when I can expect a new "board" or when they will replace the $5000 paperweight in my yard. They do not respond.
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 **************** Team
Customer Answer
Date: 01/19/2023
I am rejecting this response because:
AAA pool repair came out and replaced the "board". Heater worked for about 45 minutes. Heater no longer works and again, no one will *************.

Business Response
Date: 01/27/2023
Good Morning,
I have been in communication with consumer via email. I have also reached out to our Service team and another Work Order has been created for the consumer's heater. The service team tried reaching out via phone and text yesterday 1/26. I followed up with the consumer via email today so we can get that scheduled for a service team to come out.
Thank you,
Pentair Customer Service
Initial Complaint
Date:11/17/2022
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.
Was touted as the best variable speed pump available. Installed in Aug 2019. The multiport valve failed 3 times and was replaced. It failed again and the pool company decided to do a bypass and not even try to fix the valve.Last year the pump failed. Was replaced under warranty. 11 months into the new pump, the pump drive failed now. Last 2 months we are told the drive is back ordered and there is no timeline on availability. We are sitting with a very expensive pool equipment that is non functional. Tried contacting company. Waited on phone forever with no response. Emailed. Got a short response to send details to them but I had emailed all info to them an and they did not care to look up my warranty claim that they already have. Nightmare to deal with for what is described as the best pool equipment company.
Business Response
Date: 11/28/2022
Good Afternoon,
We apologize for any confusion here. The consumer reached out regarding her warranty, and we responded back to the consumer that we would need to see her original invoice to be able to verify the consumers warranty and we never heard back. Once we have that information we can open up a new claim. This has been escalated to our **************** team and a representative will be reaching out.

Thank you

Customer Answer
Date: 11/29/2022
I am rejecting this response because:

The regional pentair representative replaced this part last year in discussion with ****************. The pool company does not have an invoice for this repair and I have notified pentair about this. Pentair can get in touch with their local representative who helped with the repair last year to resolve this issue, but they have been unwilling to offer assistance.
Business Response
Date: 11/30/2022
We apologize for any confusion on our warranty plan. It is written clearly on our website and in the Limited Warranty Card that ships with this particular pump, the IntelliFlo VSF has a 3-year warranty from the point of purchase. We have asked the consumer several times to provide us with her original invoice in order to assist her. Without the invoice, we have no way of showing the purchase date to be able to honor the terms and conditions of the warranty.
Initial Complaint
Date:09/27/2022
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.
I bought the salt system I May 2022, the system stopped working in July, I filed a warranty claim, they just took my info, no one ******* check the system, they assumed is some part, the part is not and has not been available for months, even before mine stopped working, I called several times, and the answer is keep waiting, in the mean time my pool was designed to work specifically with the salt system only, my other equipment is suffering because now I'm obligated to use chemicals I am allergic to, I requested.my money back and they declined, I am out of options they should not be in business if no parts are available.
Business Response
Date: 09/29/2022
We would like to apologize to the consumer for the recent experience regarding the warranty regarding the salt chlorine generator. Like all manufacturing industries, there are unprecedented global supply chain constraints that are still impacting Pentair as well. Since the pandemic started, we have seen extended delivery times incomparable to previous years, including but not limited to replacement salt cells. Researching this to respond to this complaint, it was revealed that while the replacement salt cell was ordered on August 15, 2022, within two days of contacting Pentair, it has not been received yet. While this unexpected delay was out of our hands, for this we truly apologize, a ************* Manager will reach out to this consumer directly.
Customer Answer
Date: 10/01/2022
I am rejecting this response because:
I think that the excuse this company is using is unacceptable, I contacted their competitors(Hayward) and the do have parts and are completely operational, this company not once have reached to me to give me any updates, any news at all, their contact system is complicated and when I was able to reach the correct extension it took over 1 hr on hold for someone to give me excuses and plainly tell me that I had no choice but to wait as long as it took, meantime my warranty will expire soon and I have not used the system for 4 months out of 12 now. and from their answer I deduct that my problem like many other clients will not be solved any time soon, I want a complete refund so I can purchase A salt system from another company that can take the demand this industry's require.
Business Response
Date: 10/05/2022
Any delay in the ************* Manager contacting this consumer was inadvertent. It is my understanding that she was working with the operations team discussing the issue the day we received the original complaint. The consumer was contacted yesterday to help resolve the issue.
Initial Complaint
Date:09/20/2022
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.
Ive two months ago I had a brand new heater installed through a pentair authorized installer. The installer didnt have it installed right from day one and it never fired up. I filed my warranty claim with pentair, the warranty team took one month to show up after many phone calls. They also showed up randomly up at my house with no heads up. I havent heard from the warranty team since the day they showed up. I have called customer service multiple times and all I get is directed to voicemail and told when we have an update we will call you back. This company doesnt stand behind their products nor do they have trusted warranty reps nor installers. They have a kick rocks way of dealing with customers.
Business Response
Date: 09/23/2022
We apologize for the miscommunication and lack of customer service from ********************** and the service team that was sent to troubleshoot your heater issue. Unfortunately, the company this consumer hired is responsible for all warranty issues for the Pentair heater they sold and installed at this location. More importantly, improper installation is not covered under the terms and conditions of the Limited Warranty. Accordingly, a Pentair service team never should have been dispatched to troubleshoot this installation issue. However, given the circumstances, we will dispatch a second more responsive service team to this location.
Initial Complaint
Date:08/30/2022
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.
We had a new salt water pool completed at our home in February 2022. In July our Pentair Ichlor 30 already stopped producing free Chlorine, so our pool installer assigned our issue to D.A.R.T. Services in ********** ******* Work order# WO-********. We are told Pentair is having problems with their Ichlor salt ************ are still waiting to receive our replacement, so we need to purchase Chlorine for our pool. We spent the extra money on a salt water pool so we did not need to purchase Chlorine. Today I spoke with *********************** from Pentair who denied "any" issues with product part # ****** but stated they have none in stock, plus on back order with no ETA. She requested we get the water tested for copper, iron , phosphates. Anyone planning on installing a pool stay clear of Pentair products...
Business Response
Date: 09/01/2022
We would like to apologize to the consumer for his recent experience with our technical service department and the delay in providing a replacement salt cell. 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. Our records reflect that the replacement salt cell was recently delivered to the service team and they will be contacting the consumer to schedule the installation.
Initial Complaint
Date:08/25/2022
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.
It seems that Pentair has completely abandoned its customers. I spent over $5000 on a whole home water purification system from them (WF10 +UV system) and it is not working properly. I have tried several support lines, tried their online chat, and also tried their email support address and am not getting any response. I received one email directing me to call a local reseller, but when I did they said they no longer sell or support Pentair systems.Consumers need customer support. Ignoring all methods of communicating is not a way to support customers. If they cant support their products any longer then they need to help their customers migrate to other companies solutions that can.I would like my product issues resolved by a technical support representative from Pentair. If that is not possible, I would like them to compensate me for switching to a different solution that works and can be supported.
Business Response
Date: 09/01/2022
Dear BBB, please refer this complaint to the Enviro Water Solutions/Pelican account, they are prepared to respond to the complaint and close the matter out.
Customer Answer
Date: 09/01/2022
Better Business Bureau:

Pelican has reached out to me and we have had a few calls to talk about resolution. At this time we are doing water tests to determine proper next steps, and I am happy with their response so far. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Initial Complaint
Date:08/22/2022
Type:Order 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 own the Hydrolo HLF300 whole house water filtration system. I need the three replacement filters for my system (HLS300-R, HL40, and HLS300-R), but I cannot find them anywhere. I see Pentair owns Hydrolo. Please help me by letting me know how I can purchase replacement filters for my HLF300.
Business Response
Date: 08/23/2022
Hello, we're sorry, but Pentair does not own Hydrolo and is not affiliated with Hydrolo in any way.
Customer Answer
Date: 08/23/2022
I am rejecting this response because:

The **************** shows Enviro Water Solutions is owned by Pelican. Pelican has become Pentair.
https://search.sunbiz.org/Inquiry/CorporationSearch/SearchResultDetail?inquirytype=EntityName&directionType=Initial&searchNameOrder=ENVIROWATERSOLUTIONS%20L130000747100&aggregateId=flal-l13000074710-bd322991-25b3-4848-9533-7b7644dfdf9d&searchTerm=%20%E2%80%8EEnviro%20Water%20Solutions%20&listNameOrder=ENVIROWATERSOLUTIONS%20L130000747100
Initial Complaint
Date:08/11/2022
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.
We had a Pentair heater installed back in October of 2020. Our pool is configured in such a manner that the heater (even though it is not on) still has pipes/filter running through it. Meaning if the heater dies so does the pool. The warranty states it is good for 2 years. However, they denied our claim because they said we caused it by putting pool chemicals in. Obviously, we need pool chemicals to keep the pool clean and the ** level correct for safe swimming. Here is where it gets interesting, they tested the chemicals AFTER the heater had died. By then our pool service company purposely put in chemicals to the levels back up and to fight off algae. So basically they tested after the event had happened.We also have young children so to suggest that we did something wrong with the chemicals that would cause damage to their heater but not to our children is laughable. This is one of just a few times I have submitted a BBB claim. It just seems like a complete fraudulent warranty policy where they can get out of it by saying a customer caused the problem with adding chemicals.If I was insane enough to use Pentair again, how would I know that this problem wouldn't re-surface. I have no idea what I would do any differently. Thanks,Dr. *********************
Business Response
Date: 08/22/2022
I apologize for the delay in responding to this complaint. The first email notification was inadvertently missed. I will personally reach out to this consumer regarding this heater warranty claim. *********************
Initial Complaint
Date:08/08/2022
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.
We Purchased a Pentair Intelliconnect and had it professionally installed. The issue is that It does not control her poll ******* because it required a firmware update, her model require a manual update. The update needs to be performed by a pool professional but the issue is that no technician is available in my area. I called Pentair Tech support several time TS02418579 WO-******** they determined it would need to be replaced so they transfer my request to warranty. I have been waiting for the replacement device since June 2022. I have called them multiple times and asked for an update. Last spoke with a representative named ***** he told me that warranty will take care of the issue. The amount of time we spend to have this replaced is EXCESSIVE and frustrating.
Business Response
Date: 08/09/2022
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. A Pentair representative will reach out to this consumer directly.
Customer Answer
Date: 08/17/2022
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.

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Pentair Inc is NOT a BBB Accredited Business.