Pelican Water

Dear Michael, We are sorry to hear about your experience with our shower filter. To clarify what happen, based on the recorded notes with our technical service team, you stated you had not been replacing the filters as recommended by the manufacturer to ensure proper operation of your system. Failure to replace your filters timely can result in malfunction of your system and voiding of your warranty. Based on the description of what you experienced your filter cracked due to build up of filtered material in your water and failure to replace your filter at the recommended intervals. As recommended by the technical team, you can get your replacement filters directly from Home Depot. Thank You Pentair Customer Service

Hello Dave, We are sorry to hear your experience with UPS. We don't have control over Duties charged by UPS. Many of our items are simply too large to ship USPS. Both UPS and Fedex charge similar duties when crossing the boarder and costs have gone up since 2016. We have passed on your concerns and feedback to our operations team. Pentair Customer Service

Hello, We are sorry to hear that you couldn't do the install. We would be happy to find you a local plumber or contractor that can help install the product. The item you purchased is a custom high flow system that is not returnable as they are built to order. Our return policy is very clearly linked on each product page and accessible via the Store Policies page on our site. We will have someone reach out to you about a plumber. Customer Service

Dear WPushaw, We are sorry to hear you felt your water test was not completed timely. We received your test kit back on 9/13 and completed your test on 9/15. You initially called us on 9/9 before we had received your kit back which is why we did not have results for you at that time. You received an email and call from our rep on 9/16 to discuss your results after the testing was completed on 9/15. We also noted on the test results that lack of proper paperwork completion also lead to potential estimates in some results due to lack of date and time of when sample was taken. If you have additional questions on your test results please feel free to contact our technical support team.

Hello Richard, Thank you for your feedback. Our salt free system is certified to prevent hard water scale in your plumbing and on heating elements. Water spotting (when you let water dry on a surface) will still remain and are not considered hard water scale. Faucet cartridges tend to catch debris from your water and may still require replacement or maintenance unrelated to water hardness, which is outside of our control. We see that someone from our technical support team has reached out and explained the system and that your system is preventing hard water scale on your plumbing. Pentair Water

Hello Nelson, Thank you for your feedback. According to our notes you were sold a system to deal with your iron. You did not purchase a softener at all. However it was determined later that the iron was masking a bigger issue in your water, tannins. To remove Tannins your only option is a salt based system. That system alone shouldn't be used when you have iron as well, thus why you have chlorine and a salt system to treat your water. Your initial water test also did not show tannins. This can happen where iron masks the tannins in the water. We also show that you were not charged for the additional equipment you needed to resolve your water concerns. We are sorry that your water requires so much equipment to treat it but that is what is required to give you clean water. Salt free works for many customers, but there are always situations where it doesn't, just like any water system. The chrome jackets do not require replacement in a few years. As long as you wax them per the instructions. The resin and iron media inside both tanks are good for 10+ years when properly maintained, not every few years. Only the sediment filter and chlorine pump requires maintenance parts 2-4 times a year. We understand that you wanted salt free but your water conditions simply do not allow us to go salt free to solve those issues. If the iron or tannins isn't being removed with your current system we would be happy to have someone from tech support reach out and review your installation or you can schedule a service visit to your home.

Hello Alexis, All reviews on TrustPilot are verified by that team and are real reviews. We are sorry to hear you are unhappy with your well system purchased in 2019. According to our records you have high iron in your water, which is why you have a chemical injection system for chlorine. However, it appears the mixture you have been using for chlorine has not been setup correctly but we have not received a call since you purchased about this issue. If you are smelling chlorine in the house you have likely over-mixed your chlorine and have damaged the carbon tank by expending the media. This can be easily fixed by adjusting your mixture and replacing the carbon. We will have someone from our technical support team reach out to you to walk you through the proper setup for your system.

Hello, We are sorry to hear you are unhappy with your system purchased in 2017. We show you spoke to technical support and you indicated you were unhappy with the quality of the water. The system you purchased only deals with hard water, and does not filter your water. We did recommend you add filtration since you are on City water to deal with the chlorine. Please let us know if you have any additional questions or need additional information on a water filtration system.

Hello Meg, We are very sorry to hear your refund took so long. Due to restrictions in place at the time by local cities, staffing and processing of returns was taking longer than expected. We do show your refund was completed on 1/7

Dear Bree, Thank you for providing us your feedback. Our records indicate we have swapped your product out in 2018 for a different system because you were unhappy with your 2017 purchase. We also went to your home for a service call at no charge as a courtesy. You did a self install on your system and it was not installed by our company. Your warranty covers your product functioning but not labor costs for service calls. Since the sediment filter is first in line before your softener and water filter sediment from the prefilter would not have made it past both tanks and into your water heater. We did recommend you contact the plumber who installed your water heater. If you would like someone to come out and service our system that you purchased, you can contact our service team to schedule a service call, which is $89. Your system is functioning as designed and without issue. Water quality changes can occur outside the control of your system or us. We have gone above and beyond to help resolve your concerns. Please feel free to reach out to our support team for any further questions. Pelican Customer Service