Zodiac Pool Systems Inc

Product Gpool cleanner purchased on December 31, On April 6, product stops workingLess than month of usePaid over $for less than months of useProduct is defectiveTheir customer service department is not calling me backNeed a replacementPaying over $for a product that lasts less than months is completely unacceptableNo valueWant a replacement or refund immediately for defective merchandise sold to me

Hello Revdex.com,We have spoken to Ms. [redacted]. We have process an order to replace her MX8 Elite that has the leaf catcher included ( order # [redacted]) . Ms. [redacted] has also agree to wait 2 more days to see if the rebate card comes in. If after 2 days she does not receive the card she will contact me directly (...

[redacted]) and I will expedite the process to reissue a new card. Thank you both for the opportunity to make this right for the customer.

Hello Revdex.com,
 
We have reviewed the accounts of [redacted]. Our records show that her equipment was installed in 2007 ( 7 yrs ago) she had a 3 year warranty and is now 4 years out of warranty. Zodiac has fulfilled it's contract with the customer. We do show that in 2009 he...

had 10 request for parts to be sent out to repair here system and 1 request in 2010. In 2012 we did accommodate her a sensors, at that time we did inform her that this was the last accommodation we would make ( unit was 5 yrs old at that time). As for the CL460 we do still make, and sell this product. If Certified Pool Service informed her that this was no longer available, they were incorrect, and Mrs. [redacted] should be addressing this with Certified Pool Service. Zodiac will not be offering Mrs. [redacted] and further accommodations.

Hello Revdex.com, This email is to inform you that the complaint with Mr. [redacted] has been taken care of. As an accommodation Zodiac has provided Mr. [redacted] with a new 9350 robotic cleaner. There are still issues that Mr. [redacted] must address. Our rep did find that, rocks from Mr....

[redacted] roof is falling in his pool, due to the fact that there is no rain gutters installed, these rocks got jammed in the MX8 cleaner. If this issue is not correct there is a possibility that this will damage the new unit. Thank you

Hello Revdex.com,
We sent the homeowner a new cleaner, I'm not sure what more he wants. At this point Zodiac has meet  our obligation and accommodate the homeowner. This case is closed thank you

Hi [redacted] -This is in regards to complaint number [redacted]. After reviewing this customer's account history, I reached out to him to attempt to resolve this matter. Per the conversation that took place, we will be meeting the customer's request and are sending him a new pool cleaner. The order...

number for this new cleaner is [redacted] and is expected to arrive by the end of this week.

Hello Revdex.com,
I have spoken to Mr. [redacted], and the issue of the booster pump has been resolved. We have placed and order ( order # [redacted]) and will be shipping it to his service company [redacted].

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I will not accept the condescending response from this vendor. I have an update to this story. Yesterday morning I took my broken cleaner to a wonderful pool supply store in Scottsdale. The employee there was excellent with me. Together, we took apart the unit and identified the following failed parts:
Lower engine housing
Engine assembly
Wheel and engine bearing
Middle engine housing with ramp
 
Theses guys had ALL the parts in stock! In about 10 minutes we had replaced these pieces.  When it came time to pay, the bill was $49.85 plus tax. I was pleased with that and am very happy to have the unit working again.  
 
Here's the rub.....the total manufactured cost to Zodiac on these four parts is most likely about $25...... So for an out of pocket impact of about $25, the reps at this company chose instead to tell me I abused my unit and have bad water chemistry. For $25 they have alienated a customer that spent $500 ( before rebate) on their product and received just 11 weeks of service. 
 
They could have....
 
1) Honored the words of the first tech rep I spoke with, who stated 'Sir, you will not have to spend any money to fix this unit". I would have been happy
 
2) Told me they can't pay the labor, but would send me the parts. I would have been happy
 
3) Chosen to provide parts to [redacted] at NPS pool supply. I would have been happy
 
Instead, they chose to react as they did and deny any help.  Having seen all the parts, I can see that they are damaged from abrasion. Water Chemistry is a joke. The man that helped me fix it just chuckled at that. I've attached photos to show that these plastic parts are not chemically damaged. I do accept that some dirt got into this unit. I don't know when. I assume it was during a heavy storm at night. That can happen sometimes here in the desert.  I really never saw it.  The more I look at these parts, the more I believe it's a design issue. I think some dirt made its way in and scored the surfaces. Then, maybe a small pebble from from the pool surface was able to lodge in there.  In time, that wear allowed a larger pebble, and so on....until maybe a small rock and then the surfaces were just damaged too much to work.  We occasionally get small rocks in the pool from critters. I have pulled up various cleaners many times over the years to clear a rock. None, until now, have ever been damaged. 
 
To close, I will never accept a response that I have bad water and I abused my cleaner. I will never accept a response from this vendor of  "it's your problem". I've spent time reading some of the older complaints and this response seems to be a pattern. I never asked for a new unit, only a repair. Now that I've made the repair out of my own pocket, I would accept another set of the same parts (I believe this will happen again) or I would accept a $50 rebate card or check.  I've done my part.  I expect Zodiac to do theirs. If the response is no, I will never accept this case being closed. 
Regards,
[redacted]

Better Business...

Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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,
[redacted]

Hello Revdex.com,
We have contacted Mr. [redacted] and have worked out a a solution to his complaint. Zodiac will be sending the consumer 2 covers for his main drain, and will be upgrade his unit, as the one he purchase did not meet his expectations. We will be sending him a prepaid shipping label to...

get back the 9350 ( that does work). The order # is [redacted]. Thank you and have a great day. 
[redacted]
Technical & Warranty Support Manager
Zodiac Pool Systems

Please see the below communication to the customer. We are sending them replacement lights as requested. 
0px;">From: [redacted] Sent: Wednesday, November 26, 2014 9:56 AMTo: '[redacted]'Subject: SAVI SOL Lights -Revdex.com Compliant #[redacted]
 
It has been brought to my attention the issues that have transpired with the SOL Lights within your pool.  I’m sorry to hear of the issues that your having and SAVI will work diligently to bring your lighting up to the expectations we both want.  Though the lights are outside our stated warranty, SAVI will be sending to you at No Charge 6 SAVI SOL Lights with 100ft of cord.
 
These new SAVI SOL lights are not only incredible bright but are of a Cartridge Design that not only allows for easy service but the ability to upgrade, if you so choose, as LED technology moves forward. 
 
Please visit our new website at: www.savilights.com
 
I believe you will see the incredible construction, performance difference with these new SAVI SOL lights.
 
Upon shipment we will be forwarding the freight tracking numbers to you.  You should expect these lights no later than December 1, 2014.
 
SAVI is also willing to assist with the installation of these lights within your pool.  If you wish to use [redacted] of Monster Power, we will pay our standard service center fee of $86 per light for their installation. If on the other hand you do not wish to use [redacted], SAVI can arrange for another service center to replace/install these lights. Let us know how you would like to proceed.  We can and will pay for the labor directly to your choice of Service Centers, so there is no out of pocket expense to you.
 
If you have any questions or concerns please feel free to contact me directly via email or at the phone number listed below, now or in the future.
 
Sincerely;
 
[redacted]
Director - General Manager
Zodiac Pool Systems, Inc -SAVI Division
9400 Southridge Park Ct #200
Orlando, FL 32819
[redacted]@zodiac.com
Cell: ###-###-####
Fax: [redacted]

Spoke to Mr. [redacted] in regards to the his rebate, we will be verifying the balance used and re-issuing a new Visa card for the balance of the rebate. Mr. [redacted] was very pleased, he was given a 7-10 day window to receive his new card.  [redacted]Warranty Administration and Rebate...

Supervisor | Zodiac Pool Systems, Inc.2620 Commerce Way, Vista, CA 92081Office:  760-599-9600 x [redacted] | Mobile: [redacted]Email: [redacted] | Fax: 800-479-8324

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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 do hope the business in question revises its policy with regard to rebates. I see no reason for a time limit placed on using a rebate, in view of the fact that a customer must wait several months to even receive the rebate.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I contacted them and they returned my call to provide an order number. We discussed my concern with regards to the design change and was advised that while the CL460 design did change, they still sell the bottom tank under a different model. They have offered to privide a replacement and have provided an order number. They assure me that te plumbing is not necessary. With regards to the salt chlorine generator, it seems I need a complete new kit and the rep pointed me to a website where it can be purchased. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Thank you for your assistance.
Regards,
[redacted]

Hello Revdex.com,We have reached out to [redacted] and have resolved her issue. We have processed and order for a new unit. Ms. is very happy with the outcome. This case is now closed. Thank you and have a great day[redacted]

Hello Revdex.com,
 
The design change on the bottom potion of the filter will not make a difference on the install, the part number she will need to use is R0466500, Zodiac's concern is with the fact the when you replace the filter top after so many years it is warped to the bottom and will not set right, the standard in the industry is if you replace the top you should replace the bottom. As for the Aquapure we have already accommodated the homeowner, and at that time she was informed it would be her last accommodation. If the homeowner would like to contact me [redacted] 1-800-822-7933 ext [redacted], we could discuss and accommodation for the filter bottom, and a customer satisfaction. Thank you

I have an MX 6 and its a piece of junk. It hangs up on the steps, falls over on its back. When I called the company, the guy has every reason it was my fault. Do not buy anything from this company.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The chemistry has been corrected even the salt level has been checked by the Technician (was low in Zodiac recommendation), but the issue still exists. I informed Zodiac to change the unit as requested, but as described in the last email below it seems that Zodiac won't replace it : it's only about an issue with the warranty rather than an issue with the chemistry (false excuse).I didn't call back Zodiac because I didn't have time, but regarding the answer, I do not see why.The wrong part has been changed by a Zodiac Technician with an existing chemical which was correct. The salt system is still under warranty as it has been confirmed by email by Zodiac.  I asked to change the part that Zodiac asked me to pay for.tk u.Email august 31, 2015Hello,  Your salt is out of range and so are some of the chemicals. I would really suggested getting a pool man for a few months to get the pool back up and running. Also the unit had a three year warranty, but was out of warranty late June. We accommodated the sensor but if there if another issue accommodation and paying labor the system will not grant it. The items are out of warranty. If it is not producing average cell life is 3-5 years. Our warranty is 3 years. You are with in the 3-5. I would probably guess you need a cell replacement. But that will be determined when the chemicals are within range.I have noted the account [redacted]Last Email from Zodiac September 25, 2015**,   The item does not start over in warranty it goes from the original install date Jp. If it was warrantied then it was covered under the original warranty install date of June 2012 holding a 3 year warranty till Jun 2015. The cell is not under warranty anymore it was an accommodation for the last part.  I accommodated the cell under the word the chems were good then we received the chem list and well now it is completely out of warranty because of the chemicals. [redacted] was correct it is chemical issue and the cell is not under warranty Jp.
Regards,
[redacted]

Hello Revdex.com,We have contacted Mr. [redacted] and have worked out a a solution to his complaint. Zodiac will be sending the consumer 2 covers for his main drain, and will be upgrade his unit, as the one he purchase did not meet his expectations. We will be sending him a prepaid shipping label to get back the...

9350 ( that does work). The order # is [redacted]. Thank you and have a great day. [redacted]Technical & Warranty Support ManagerZodiac Pool Systems