nolan R.
Let down on customer support
I am writing to express my disappointment with the customer support I received regarding my recent purchase of a 2-fan misting kit and an additional third fan. During the installation and initial use, I encountered several issues: 1. Missing Hardware: Despite confirming beforehand that the pump could support three fans, the necessary Tee and reducer adapter needed to connect the third fan were not included in my order, forcing me to purchase extra fittings separately to complete the setup. 2. Support Communication: When I reached out regarding leaking nozzles and a nozzle that squirted water after turning the unit off, I was repeatedly asked for information I had already provided, such as the model and leak locations. I was also advised to purchase an additional residual pressure release valve, which ultimately was not necessary. 3. Product Defects: Upon inspecting the parts myself, I found that the squirting nozzle was missing an internal spring, and the leaking nozzles had ill-fitting O-rings that failed to create a seal. I was able to resolve both issues on my own by purchasing a replacement nozzle and thicker O-rings. Overall the units were ok. A little loud but not bad. On very hot days, we had to turn off the fans because the mist's cooling effect is not as effective. I'm considering adding a 3 speed controller since its only a single speed fan to help with the issue.
Response from Patio PelicanSep 25, 2026
Hi Nolan, We sincerely apologize for the frustrating experience you had while trying to get these issues resolved. We understand that you should not have had to troubleshoot and purchase replacement parts yourself for a newly purchased system. We recognize that the repeated back-and-forth and requests for information you had already provided made the process unnecessarily frustrating. We’ve shared your findings regarding the missing spring and inadequate O-rings with HydroMist and are continuing to work directly with their team to address your concerns. We’ve also asked HydroMist to reach out to you directly so we can continue working toward a resolution. We truly appreciate you taking the time to share your experience and detailed feedback, and we’ll continue following up to make sure your concerns are addressed. Best, Patio Pelican Team