Zodiac Pool Systems Inc

Dear Revdex.com,
We responded to this complaint time before this, as indicated on the response, We are still willing to sell the customer the cell at a discounted rate, but he will not contact us.
As you can see the salt system is out of warrantyWe are still willing to sell the customer the cell at a discounted rateAlso we have not heard from the customers service company so we can provide troubleshoot to verify the cell is bad, and we have not received any information that the chemistry is corretWarranty is still denied

Hello Revdex.com,
This email is to inform you that the complaint with Mr*** *** has been taken care ofAs an accommodation Zodiac has provided Mr*** with a new robotic cleanerThere are still issues that Mr*** must addressOur rep did find that,
rocks from Mr*** roof is falling in his pool, due to the fact that there is no rain gutters installed, these rocks got jammed in the MXcleanerIf this issue is not correct there is a possibility that this will damage the new unitThank you

DO NOT BUY FROM THIS COMPANYI own the *** robotic pool cleaner It worked well for month, then the control unit stopped workingSome water got into it after a rainy day, even though it is supposed to be water resistantI would expect something like this to be covered by a warranty, but it's not, and I had to fork over another $dollars for another control unit

Hello Revdex.com,
We just spoke with the pool owner, Mr*** His major concern was that no one was willing to work on the heater other than a couple companies that wanted to
charge him an outrageous amount ( not Zodiac)I let him know I would contact the Territory Service Manager in his area and we'd find someone to work on his heater for a much more reasonable priceHe's completely satisfied with that
He also had some questions regarding things he's read onlineI cleared up any and all confusion and apologized for any misinformation he had come across ( not from Zodiac )I assured him he could call *** *** ( a Zodiac tech) if he had any questionsMr *** has my direct extension and my email address
Thank you
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolvedI want to add that the business was very gracious in their response to keep me satisfiedI was very happy with the out come
Regards,
*** ***

Hello Revdex.com,
We have review MrJ*** ***
account,Our records do show that his unit is out of warranty July, 22,
was the install date of his equipment
We also have date in the system that
show we did a service call on his system on October 2, We did
state in an email that had an install date was December, which was
incorrectThe issue with Mr*** unit is that he has bad water chemistry;
I have attached the paperwork he sent inThe unit will not work under these
conditions, and we told Mr*** thatEvan if he was under warranty, this
not a warranty issueI have called Mr*** and he has not returned my
callMr*** has refused to get his chemistry correctedWe have already
accommodated him a sensor At this point
Zodiac would be willing to sell Mr*** a cell at a discounted rate if he
accepts

I purchased a pool cleaner manufactured by ZodiacRight out of the box the product did not work correctlyI called Zodiac and was told by their support that the DCD was bad, causing the cleaner to climb the wall and sit at the water line sucking in air, or to simply go in circlesAfter running th cleaner for hours none of the debris on the bottom of the pool had been cleanedI was advised I could take the cleaner to any Pinch A Penny or Leslie's to receive a new cleaner....even though it was not purchased at eitherI was NOT told this would be for repairWhen I took the cleaner to Pinch A Penny I was told my only option was a repairI do not believe that I should have to be stuck with a defective piece of equipment right out of the boxI paid for a working cleaner, not something defective and in need of repair to even be usedZodiac manufactures and sells defective equipment and then does not stand by itSay I bought a new tv that didn't work correctly as soon as it as take

Hello Revdex.com,
We already responded to this complaint, on May 16,See Below
*** 16-MAY-16:14: Notes: ***, *** (***)
Polaris Note: Zodiac Response: Hello Revdex.com,
We our tech, and myself did speak with a Mr*** *** concerning a Polaris Mr *** daughter has a aboveground pool, this unit is for inground poolsMr*** stated that both Sun Play & Zodiac websites state it will work on aboveground pools ( which it does not, I went to both sights) Mr*** then stated that Sun Play told him this unit would work in his poolI then informed Mr*** this is something he was going to have to work out with Sun PlayMr*** then demanded that we refund him his money that he paid for the cleanerI again informed him that he would have to discuss this with Sun PlayMr*** then became very abusive on the phone, and threatened, to put bad review, all over the Web, and tell the world that Zodiac does not, stand behind our productMr *** began to use foul language, and hung up on meBelow is the transcripts of our notes in his account
*** 14-MAY-16:08: Notes: ***, *** (***)
Polaris Note: Call was transfered to me as a escalationI explained to the homeowner *** *** that we will not refund his moneyand he stated the Sunplay.com website stated it worked in vinyl aboveground pool it did not state thathomeowner became angry and started to use abusive launguage and stated he will plaster bad review all over the website, and then hung up
*** 14-MAY-16:01: Notes: ***, *** (***)
Polaris Note: H/O FATHER *** *** WAS VERBALLY ABUSIVE TO SUPERVISORWE TRYED EXPLAINING THAT THIS CLEANER WAS NOT DESIGNED TO BE USED IN AN ABOVE GROUND POOL
*** 14-MAY-15:45: Notes: ***, *** (***)
Polaris Note: WENT THROUGH TROUBLESHOOTING, H/O STATED AT THE END OF THE CALL THAT THIS WAS AN ABOVEGROUND POOLS
14-MAY-15:40: Notes: ***, *** (***)
Polaris Note: THEY PURCHASED THIS CLEANER FROM SUN PLAYTHIS ROBOTIC CLEANER IS NOT DESIGNED TO BE USED IN AN ABOVE GROUND POOL
*** 16-MAY-16:00: Notes: ***, *** (***)
Polaris Note: H/o Email : ustomer Information:
*** Shellum
*** *** ***
*** * ** ***
Daytime Phone: ###-###-####
E-mail: ***@***.net
The details of this matter are as follows:
Complaint Involves:
Product Issues
Customer?s Statement of the Problem:
I purchased a Polaris sport pool cleaner from sunplay.comI received it on 5-13-and used it for the first time today 5-14-I have had this cleaner in my pool for over hours and it has not touched the middle of my pool, only cleans the outer edge by the wallIt should clean my whole pool in a couple hours but it doesn't touch the middleI called sunplay first and they said sorry we cant help you, contact PolarisI called Polaris and it didn't go wellI spent over a thousand dollars on this cleaner and it doesn't work like it is suppose toIt will not go to the middle unless I use the remoteThat is not right, it should go all over the poolPolaris says use the remote or drop it in the middle of the pool( I don't know about anybody else but I have not learned to walk on water so I am not sure how I am suppose to drop it in the middle of the pool) Polaris and sunplay pretty much said I am sorry about your luck but you get to keep something that don't work and we get to keep your moneyI am working with my credit card company to get my money back
Complaint Background:
Product/Service: Polaris sport
Purchase Date: 5/6/
Problem Occurred: 5/14/
Model:
Account Number:
Order Number:
Talked to Company: 5/14/
Name of Salesperson:
Purchase Price: $
Disputed Amount: $1149.95
Desired Settlement:
I am working with my credit card company for a refund

Hello Revdex.com,We have resolved this issue with the customerWe have *** from Summer Breeze going out to repair the unitIt is our policy and warranty policy that all work must be done by a pool professionalThis is a one time accommodation, as our warranty states labor is not covered only partsWe
did honor or portion and did go above and beyond out obligationMr *** is very happy

Dear Revdex.com,
We apologize for not responding in a timely mannerI have review Mr*** *** account He did call in on Aug 21,and stated he installed the pump himself, at this point we did inform him that Zodiac equipment must be installed by a pool professional
due to liability concerns,and for the safety of the homeownerWe advise Mr *** that that he would need to contact a pool professional and have it install correctly, and we would honor the warrantyThe customer stated he would call A( a pool professional) The homeowner wants us to pay for the labor of the install the pumpPart of Zodiac warranty policy is parts only no labor is covered, and the install of equipment is always the customer responsibilityI have attached our warranty policy, and the notes from the customers accountIf you have any further questions please contact us.
*** 21-AUG-16:02: Notes: ***, ALEX (A***)
Polaris Note: CUSTOMER PURCHASED PUMP FROM APOOL SUPPLIES ONLINEINSTALLED IT HIMSELFADVISED THAT A PUMP NEEDS TO BE INSTALLED BY POOL PROFFESIONAL OR ELSE IT VOIDS THE WARRANTYCUSTOMER WILL CONTACT A
*** 21-AUG-15:53: Notes: ***, SHAWN (S***)
Polaris Note: customer just purchased pump motor has failed wants us to pay for a tech to do the labor pump was self installed

Hello Revdex.com,
We have resolved this issue with the customerWe have *** from Summer Breeze going out to repair the unitIt is our policy and warranty policy that all work must be done by a pool professionalThis is a one time accommodation, as our warranty states labor is not
covered only partsWe did honor or portion and did go above and beyond out obligationMr *** is very happy

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

We have spoke with Ms***, and are in the process of sending her the internal components to resolve the issue she has experiencedShe was satisfied with this outcome.
Thank you,
*** ***

Hello Revdex.com,
This unit was self installed by the homeowner *** ***, by his own admission*** *** *** *** *** went out and confirm that the pump was damage due to faulty wiring, the homeowner has also stated he wired the power to it and then the unit began to smoke and
burnDue to these fact Zodiac is not responsible for the damage to the unit, and this is not considered a manufacturer defectAt this point Zodiac will decline this customer warrantySee account notes, and for our warranty policy belowThank you
*** 30-JUN-11:16: Notes: *** *** (***) Polaris Note: spoke with pool owner; p/o said that pump had run for several months before stopping to run; I told p/o that we cannot overturn the sales manager decision to decline warranty; I sent a copy of the warranty to p/o*** 30-JUN-10:14: Notes: *** *** (***) Polaris Note: CUSTOMER WANTS TO SPEAK TO SUPERVISORFORWARDED TO *** *** 30-JUN-09:48: Notes: *** *** (***) Polaris Note: CUSTOMER CALLED INPHONES WENT DOWNCUSTOMER WARRANTY STILL DECLINED PER *** *** DUE TO SELF INSTALL.*** 30-JUN-06:38: Notes: *** *** (***) Polaris Note: *** ***5:AM (minutes ago)to me, *** Hey Guys, Are we able to make a note in the Serial # for the pump belowWarranty is voidConsumer self installed it incorrectly --------------------------------------------*** ***Territory Sales ManagerZodiac Pool Systems, IncCell: ***Fax: ***www.Zodiac.comBegin forwarded message:From: *** *** Date: June 30, at 8:15:AM EDTTo: "'*** ***" , '*** ***' Cc: *** *** Subject: FW: Stelth pump wiring.Good Morning, This customer keeps calling Jandy and they keep telling him this year old pump is under warranty He keeps calling me to replace and I keep telling him it is not under warranty because he installed it himself and he wired it wrong! Thanks,*** *** *** * *** ***Service Manager*** *** *** ** ***P: *** *** *** *** *** *** *** ***

I purchased a Zodia Jandy Stealth pump on August 14th, and installed the product on August 18th, in the same manner the previous pump was installed Because I purchased the identical pump there was no need for extensive installation I uninstalled the old pump and installed the new pump in the same mannerThe pump ran fine the entire season last year and up until June 26th,
The pump wasn't running at it's prescribed time so I went to investigate and noticed the power was removed from the pump After resetting the breaker I noticed the motor was sparking and smoking badly I immediately removed power and began to troubleshoot further All wiring checked out, capacitor tested fine and the shaft rod rotated freely I contacted Jandy to inquire and upon validating my warranty, they stated that this was a fix within the limits of the warranty
I contact *** * *** *** and they came to investigate the matter knowing it was a warranty call After pictur

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.I was not happy about having to involve Revdex.com for a resolution but the company did comply quickly
Regards,
*** ***

Hello Revdex.com,
I have read the complaint, and review out documentation from the customers account, and spoke to the representative Mr *** was speaking toSee below for detail of the conversationWe are waiting for proof of purchase from Mr*** to verify what warranty
he does haveHe did mention to our representative, that he purchased a new system in At this point we are waiting for the customer response.
*** 18-JUN-07:47: Notes: ***, *** (J***)
Polaris Note: H/O CALLED IN REGARDING A YEAR WARRANTY FOR HIS OLD CELL-B09GH0639- AND A SENSOR 172-CODE THAT SHOWED UP AFTER HIM PURCHASING A NEW CELL TO REPLC [B09GH0639] CELLH/O WAS ASKED IF HE AT ANY POINT HAD A TECH OUT ON SITE TO TROUBLESHOOT H/O SAID NO BUT HE DID CALL IN AND WAS GIVEN SERVICE CENTERS IN THE AREAH/O STATED THAT HE HAD CALLED THE SERVICE CENTERS AND GIVEN HIS ON THE OLD CELL [B09GH0639] THE SERVICE CENTERS TOLD HIM TO JUST REPLC THE CELLH/O WAS NOT HAPPY ABOUT HAVING A POSSIBLE SENSOR FAILURE AND ALSO NOT HAPPY WITH US LETTING HIM KNOW THAT THE OLD CELL WOULD NOT HAVE A YEAR PRORATIONH/O ASKED ONE OF OUR TECHS [NAME UNKWN] IF WE CAN SEE HIM IN OUR SYSTEM AND TECH SAID NOH/O WAS NOT CLEAR AS TO HOW THE YEAR WARRANTY WORKED AND WAS TOLD THAT IT IS A 5YR PRORATION ON JUST A BARE CELL NOTHING ELSE-H/O WAS NOT IN OUR SYSTEM PERVIOUS TO THIS ACCT AND WAS TOLD THAT AN ACCT WILL BE CREATED FOR NOTES ONLY NOT FOR WARRANTY DO TO NO PROOF OF PURCHASE FOR OLD CELL [B09GH0639]H/O STATED THAT HE WILL LOOKED FOR PROOF OF PURCHASE FOR OLD CELL [B09GH0639] AND CALL BACK OR EMAILH/O WAS MADE AWARE THAT SINCE HE HAD ALREADY PURCHASED A NEW CELL THAT WE WILL NOT BE ABLE TO REIMBURSE ANYTHING TO HIM BUT WE CAN HONOR THE YEAR PRORATION IF THAT IS SOMETHING HE WOULD LIKE TO DOH/O IS VERY CLEAR ON ALL WARRANTY AND WAS ALSO TOLD TO CALL A TECH OUT TO HELP FIGURE OUT WHAT THE CAUSE OF HIS NEW ERROR CODES ISH/O IS AWARE THAT HE MAY HAVE TO PAY FOR SERVICES SINCE IT IS NOT UNDER ANY KIND OF WARRANTY AT THIS POINT OTHER THAN THE NEW CELL

In June 2015, I purchased a Zodiac MXpool cleaner from a local licensed dealer, It stopped working within hours of installation Over the next serveral months, the local dealer made several attempts to repair it without success Zodiac technicians were contactedEventually, Zodiac sent a replacement part It did not work I then asked for the regional agent to inspect the cleanerZodiac refusedIt is now April 2016; the cleaner remains under warranty After telephoning Zodiac again, it refused to refund the cost of the cleaner even though it is under warranty stating the product was not purchased directly from them It wants me to go to Vista, CA from Plano, TX to purchase the product That's like General Motors requiring customers to travel to Detroit to buy one of their cars rather than purchasing the product from a local, licensed dealerWhen sharing with Zodiac future actions that would be taken, Zodiac agreed to replace the cleaner; the replacement cleaner does not

Zodiac produces a very defective lighting system that has a very high failure rate We recently purchased a property with a pool that had zodiac Savi melody j series lights installed when the pool was built in 2/ Unfortunately the we are the second owners of the pool and Zodiac's warranty is non-transferable However, their light has an excessively high failure rate, especially for an LED lights There are numerous forums online and youtube videos demonstrating their failure Here is an example of one: https://www.troublefreepool.com/threads/29240-Savi-Melody-LED-Light-Failures This is obviously a defective product and they should probably recall the item and replace for all owners

Hello Revdex.com,
The customer is correct he took the cleaner into the pool professional establishmentWe still stand behind our right to refuse warranty, due to water chemistry and consumer neglectThis complaint is closed