Neil from Four Water Pool Solutions PTY LTD, not honoring the one Year warranty

I bought a Pent Air Kreepy Crawly Pond Pump & filter from Builders WH Woodlands on the 20th January 2019. This unit is still under warranty. Unit was leaking and was checked by Four Water Pool Solutions and the rotor found to be broken. What I now do not understand is that the specific part (Rotor) of the Pump and Filter is not covered by the warranty and I now need to pay for Vat Labor and the broken Rotor. I did not find any indication anywhere that the Rotor which makes out a part of the whole unit is not covered at all! I phoned twice this morning to query the payment was told they will get back to me. Not getting response phoned back a few hours later asked for my call to be transferred to a manager, again they will return my call asap. I waited for the return call that never happened. I phoned and asked to speak to a manager and was put through to Neil who did not want to (after requesting) give me his surname. I asked for the warranty that excludes the Rotor to be e-mailed to me, and received nothing. I will now have to pay for the fixing of the Rotor as my Koi Dam is now down for 2 weeks and in a state that I am starting to loose valuable Koi's.