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We purchased a salt system for our swimming pool from PoolEx, and after just over a year the unit quit working. An electrode had gone out, which according to the PoolEx technician that came to fix the unit, should lasted four years. JoAnn at PoolEx, whom claims to be the manager and is quite abrasive to deal with, stated it must have been our fault due to a lack of pool care. The technician that replaced the electrode refuted her claims, stating that our pool was in better shape and had been cared for better than most pools he sees. Being retired, I am spend time daily cleaning and taking care of the chemicals in our pool, so JoAnn's accusation is absurd.
The replacement electrode was $950, which was more than we paid for the entire system and installation to begin. After complaining, JoAnn said that the technician would show the electrode to their engineer and get back to us, which never happened. Our complaints resulted in a prorated cost of the electrode and an extended warranty, which is meaningless when a person evaluates their lack of standing behind the equipment to begin with.
Please be aware that dealing with the person that claims to be the manager of this company will result in accusations of negligence on the part of the customer to keep the company from taking responsibility for defective equipment and products. The technician stated that we should call and talk to the manager, and we explained that JoAnn claimed that she was the manager and would not allow us to talk to anyone else in the company. The technician stated she was not the manager; however, there was no way for us to get a hold of anyone other than her.
The complaint has been investigated and resolved to the customer’s satisfaction.
I purchased their salt chlorinator system mainly because they were here local in Tempe, no middle man. Everything worked fine for about 1 year. When I called they said my warranty was no longer valid even though I did nothing wrong and I was originally told my warranty was for 5 years. It would cost $75 to come out, so I took it to them. They replaced the electrode and charged me $400?. I had also purchased a sand filter and pump from them, both products failed and they said even though I purchased from them, they are not the manufacturer and to call them. The manufacturer said my warranty was through PoolEx. You can see where that went..no where. Then the main unit died and they charged me $100 to fix it and a week later it died and they never returned my calls. I have since changed to another local pool company and everything works great and my equipment is actually 80% quieter now. I will never use PoolEx or WaterCo ever again.
I know this company. I have known them for years, had a system myself. The owner acts with integrity, honesty and I have even seen him do some charitable acts. My wife works in finance. She has told me that when it comes to money, people will want someone to blame. In fact, when she says we have a recording of the conversation would you like to hear it, no one ever does. I made a mistake with my system of letting it go after a monsoon. Mine broke too. but only after I set it down and dropped it too. They charged me the same amount and went out of their way to come out to fix it. I was very pleased. Frustraighted I did not take better care of it. I really find it hard to believe anyone would believe a pool is always optimal in conditions. Any pool owner will admit they let it turn green or put too little or too many chemicals... Rather than complaining, I accept responsibility. The world and their sense of intitlement... wow!
I've had very similar experiences. In four years I've already gone through 3 electrode units and now the whole box is dead. Always my fault they say, but when I have my pool checked I'm always within what poolEX says for ph, stabalizer, etc...
They are nothing but a bunch of crooks.