Thank you for your review. Our telephone calls are recorded for quality control purposes and we can verify that you hung up on us as you did not like the opinion provided to you regarding the failure of your pool heater. We have seen other customers damage a heater in less than the three weeks it took for you to kill your heater and they have responded in the same manner as you.
You contacted us on July 26, 2021 to service the Pentair heater we installed in January 2020 and we were able to arrange a service call that very same day. You advised that the service light comes on and you would unplug the unit and when you plugged it back in, it would work for a couple weeks. It was determined when our technician was there that the pool heater was leaking and you needed a new pool heater. You called the afternoon on July 26, 2021 to provide a deposit on a new heater which we installed on July 27, 2021. Extremely quick service considering the distribution issues the pool heater industry is having.
You left a voicemail on Thursday, August 12, 2021 and we had a technician back on Friday, August 13, 2021 at no cost to you. The pool heater was beginning to show signs of chemistry damage as the unitherm governor had a hole in it and was badly corroded. By August 17, 2021, you advised the pool heater developed a leak and there was water on pool room floor. We gave the opinion that the heater was damaged due to chemistry as that is what the photo evidence tells us. No pool heater manufacturer will cover chemistry related issues as warranty as maintaining a proper water chemistry is extremely important and we advise customers of this on a regular basis.
We have never serviced a Hayward pool heater for you. We first serviced your Jandy LXi250 pool heater on January 14, 2019. That Jandy had a blocked heat exchanger. We returned on January 15, 2019 and did a thorough cleaning to the heat exchanger.
We emailed an estimate for a new Pentair MasterTemp 250 on January 27, 2020 which was accepted the same day and installed on January 29, 2020. Again, incredibly quick service.
Something has changed with the operation of your entire pool system. Again, photo evidence and the unitherm governor points towards chemistry damage as does the history of the prior Jandy and the first Pentair unit. We apologize that you are in this situation. If you feel that it should be an issue covered under warranty, we recommend contacting the manufacturer, Pentair, who provides the warranty, at 1-800-831-7133. It would be handy to have a copy of the invoice and whatever water testing results you may have. All the best to you and your husband.