Local couple has trouble with pool heater
Las Vegas, NV (KTNV) -- Taking care of a pool isn't cheap. And when you're shelling out big bucks for equipment, you expect it to work right. So when a valley couple ran into some problems and couldn't get any action, they turned to Contact 13's Tricia Kean for help.
"I want to be able to enjoy my pool," says DeWayne Tobey.
He and his wife Georgia feel like they've been swimming in circles.
"It's just so frustrating," says Georgia.
This Henderson couple got a state-of-the-art pool heater back in 2005. They bought the solar-powered system from a company by the name of "Natural Energy" for $5,000. And the Tobeys say, they're not getting what they paid for.
"It was working fine, and then we started having an occasional leak," says DeWayne.
Our camera's spotted some of those leaks. And the Tobeys say they've been dealing with new leaks for years. The solar panels on the home's roof, heat the water as it passes through the system. But DeWayne and Georgia say all the leaks prevent it from working properly. And that's especially frustrating when their grand kids are visiting.
"It's very disappointing to say, well let me turn the heater on, it will be about an hour and a half before we can swim," says DeWayne.
So just how many different leaks are we talking about? More than 2 dozen invoices, dating as far back as July, 2005, show the Tobeys have had to call for multiple repairs. And now, paperwork from this past june notes one particular panel has "too many leaks to be repaired."
"We've had two separate servicemen come out, and both of them have written on the service order they recommend that we replace that one panel," says Georgia.
Luckily, the Tobey's have a 15 year warranty. But getting someone to now come out and actually replace the damaged panel with an entirely new one has been nearly impossible.
"We have been promised that that panel is going to be replaced. Every time we get a different story," says Georgia.
That's when DeWayne and Georgia decided to email Contact 13. We did some research and found, Natural Energy's license was suspended back in August. The Nevada State Contractors Board says Natural Energy is allowed to work with existing clients like the Tobeys, but can't start any new jobs until a February hearing.
We wanted to know what Natural Energy had to say. But it turns out they've closed they're Las Vegas office near Russell and Jones. So we called the owner in California. He says his company is addressing all issues with the Contractors Board. He also blames the Tobey's damaged solar panels on the manufacturer, and says he wants to take care of all his clients, including the Tobeys. The very next day, we got a call from Georgia telling us Natural Energy had replaced their damaged solar panel.
"Had lots of promises but no follow through and our panel is in after one phone call from Channel 13," says Georgia.
So here's the Contact 13 bottom line: buying a warranty is always a good idea for major purchases. But make sure to understand the paperwork, and know what's covered.
And if you're getting the runaround, like the Tobeys, remember we've got your back Las Vegas. Email us at email@example.com, and we'll see what we can do to help. For Contact 13, I'm Tricia Kean.