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| - About 3 months ago my husband & I met Kris at one of the home shows at the University of Phoenix stadium. We really enjoyed talking with him & showed him a picture of the old rusty pool filter & system that came with our house when we bought it last year. He showed us some material on Pentair's system & after further research, it sounded like this would be a good way to go. We liked talking with Kris, and we liked Pentair's products & efficiency philosophy. We also wanted to convert the pool over to a salt-based system, so it was a great time to just replace everything.
I met with Kris at our house so he could give us an estimate. We talked about the filter and pump system and then also some ideas to replace & expand some of the decking, put in a drain, and a hot tub. He had some great ideas and showed me some cool examples on his computer. At no time did I feel pressured or rushed to make a decision. It was actually fun to visualize what we could do with the backyard. That's going to be our big project in 2017. Kris sent me an estimate and my husband looked it over and we decided that we would go ahead and replace everything he suggested for around $4200. He also mentioned there is a $100 SRP rebate and he would email us some info about how to get that.
When we talked about scheduling I let him know that I was off for the next couple of weeks before I start a new job, so if they could do it sometime soon, that would be perfect. He said he wasn't sure, but didn't think they could do it quite that soon. That was fine, I just let him know that then they would have to contact my husband for scheduling after that. My husband works 5 minutes away and they could work it out with him. I gave Kris my husband's cell# as well and 50% for a deposit.
Fast forward to my first day of work, I get a call from Janelle at the Tribal Waters office wanting to schedule the installation. When I had a break I called her back and asked if she had my husband's cell# because they would need to call him to schedule. I have no idea from week to week what his meeting schedule is like. I gave her his # and she called him to schedule it. She kept mentioning that no one had to be there while they do the work. And we both mentioned that no, someone will be there every time we have someone we don't know at our house. First of all, that's just common sense. Second of all, the equipment is like having a small computer attached to the pool pump and we would like to know how to use it.
Now Kris had told me this is typically done in 2 parts. First the new equipment would be installed, then the electrical work and programming of the equipment. He set the expectation that the whole thing is usually done in one day, but sometimes takes another half day just to coordinate the techs. That's fine.
It actually ended up taking 5 separate visits over 9 days. The equipment, minus the chlorinator, was installed on a Monday. On Thursday the electricians came out and connected the power to the system. When my husband asked them if they would be showing him how to program it, he was told they don't do that. So then he called the office back to find out when the system will be programmed and was told someone would be out Friday morning to get it going, and would also be bringing the salt and the chlorinator.
On Friday morning, the tech comes by with the salt and the chlorinator, and is looking for the data cable and asked my husband if the tech who did the installation on Monday left the data cable. No cable to be found. They put the salt in the pool & the tech said he would go see if he could find a data cable. At this point the pump has not been running since Monday. At that time the tech manually configured the pump really quickly just so the pump would be running. The tech returned the following Monday with a data cable which turned out to be the wrong one. He came back on Tuesday with the correct cable & finished the installation & programming of the equipment. So my husband had to leave work 5 different times for a total of approximately 20 hours.
He said that the tech programming the machine went so quickly it was impossible to understand what he had done & he seemed in a hurry to leave. He thought that with the owners manual he'd be able to figure it out. Well he has some questions & we can't get anyone to call us back to answer those questions. And we have heard nothing about the rebate.
This past week Janelle called me asking when we were going to pay the other half of what we owed. Our understanding was that the same credit card that we did the deposit on would be charged for the final amount. One of the techs had told her my husband said he would call in to make the final payment. That conversation did not take place. To sum it up, we are highly disappointed in the complete lack of organization and customer service. They have not been responsive to our questions & there has been no follow-up.
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