Sigma Water Systems - Sigma Pool And Water Systems ripoff did not honor warranty product failed Mesa, Tempe, Scottsdale, Phoenix, Glendale Arizona

It's quite easy to see when the Company's defense is, "it was moved (so YOU broke it)" and the truth is that yes, is WAS indeed slid 2 feet out of the way, then carefully slid back into place, by a certified Plumber.

Their other "defenses" include:
"it was May, not March"
"it was $65, not $69"
"We left repeated messages..."

They actually did leave TWO messages. We had decided we were ABSOLUTELY NOT going to give them another dime, after already giving them $4500, and all the fellow wanted who called was a credit card to pre-pay for the service call on the failed unit.

I told them we would handle the pool electrode replacement ourselves (instead of giving them $125 + service), and the pool unit is not the major issue here, but, I suppose, if he does want to bring up the ionizer again...
I now see pool ionizers available widely for less than $500, but I paid $1500 to Sigma. Did we get MORE for our money...?

Sigma fully ignored the fact that the HOME CONDITIONING unit obviously FAILED WELL BEFORE THE WARRANTY.
They attempted to first blame the leak on a drippy little $.50 drain clamp, instead of fixing it properly then and there. Btw, the clamp was replaced immediately (that same evening) with no impact on the large leak in the base of the unit.
Now I can count the times on one finger that we've gone to a little extra measure to voice our displeasure for a consumer product, and yes... this is it!

And NO, this customer will not "take responsiblity" and invest MORE MONEY (after $4500 total, to them), the Company that made (or sells) it should've, and they did not. There is no arguing that I (as a consumer) did not do my proper homework and therefore made a poor purchasing decision.

If I did mention or indicate that Sigma has a "good warranty", it was ONLY on paper.
Warranties are benchmarks for Company release of responsibilty. How Companies handle warranties is one thing and how well Companies truly STAND BEHIND their products, is another.

Sigma has failed miserably at both.

Our company always goes above and beyond to satisfy our customers but as anyone who works in a company knows there is always a customer that no matter how hard you try, you can never reach there expectations.

On May 19, 2004 not March, Peter called and asked for a service call. He said that they had noticed a change in the water quality on the home system (not related to the pool system) and he wanted to start taking care of his pool himself. He wanted to learn again how to operate the Pool Ionizer. At that time he was informed by me of our $65.00 service charge (not $69.00).

After waiting 20 minutes for Peter for our 3:30 appointment, I noticed Upon routine examination of the home conditioner that the system had been bypassed. When I asked Peter if he knew why? he shared with me and has neglected to share you, that this Total Home Conditioning System had been moved for unrelated home repairs. Not by us at Peter's request or by a licensed contractor, two years ago! And they just now noticed it wasn't working. I took the unit out of bypass and ran the unit in a backwash cycle since it hadn't been operating properly for Two years. I found that the drain line clamp needed to be replaced and the end of the drain line had split and was leaking. Peter chose to fix the clamp himself (a .50 part) rather then have any additional service charges. That was fine by me. I spent about an hour (not including waiting for him and drive time) explaining his systems to him again. I tested and showed him that although he had not replaced his Electrode (a part that is consumable and typically lasts 2-3 years and costs $125)in 4 years it was still working great but diminishing and needed to be replaced. He asked me to send a Tech out to change it for him. I WAIVED THE $65.00 SERVICE CHARGE FOR PETER THIS TIME BUT HE NEGLECTED TO MENTION THAT EITHER.

For the record and quite frankly the Tech left repeated messages for Peter and they were never returned.

Peter called again on 10/4/2004 after business hours and left a message for me to call him (he does have our current information on his 2002 contract). I promptly called Peter back 10/5/2004 and had to leave a message for him. 10/6/2004, I left another message for Peter. 10/7/2004 2pm, I reached Peter and he informed me that the landscaper told him in May that he bypassed the unit a told Peter about it. Peter said the landscaper said it was leaking at the base so he bypassed it. I reminded Peter about the drain line clamp but he insisted that we should come out and service it. I informed him that I would set up a service call for him but this time I would charge him. That is when Peter became unhappy. He didn't care he was now five months out of warranty, that we should fix it no matter what and he doesn't want to spend any money on it. Again for the record at the time of purchase Peter was explained the warranty, Five years on all parts and One year on all labor. Peter admits we offer a good warranty. He was given this warranty in writing. Peter never had a problem with the home system until it was moved and never has had a problem with his Pool Ionizer. Peter wanted know what else might be bad and I explained that the valve and the media in the tank can dry out and go bad without any water in it for Two Years, in DRY AND HOT PHOENIX, ARIZONA. I once again offered to send a Tech out to see if there is even a problem with this system at all but Peter offered to just part ways and never do business with us again.

Now we never like to hear of an unhappy customer but it happens. At some point a customer must take responsibility for their products. When you buy an air conditioner the manufacture doesn't give you the filters and change them for you and if you or someone else damages it, they are not going to fix it for free. We believe that we have done more than most companies would have under the same circumstances and would still like to help Peter. For the record one last time, we have been in business for 22 years and currently have no complaints with the BBB.

Oh and P.S.! We are glad to hear that Peter's leveling device was fixed on his pool but our $2995.00 (not $3500.00) home water conditioner is not hooked up to his pool.

Karl Colosimo
Customer Service Representative
Sigma Water Systems