Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have had a raypak electric pool heater for three years. It stopped working last year. It found the wires under the service cover chewed by mice. I tried to get it covered under the warranty. No go. I talked to tech support and they said it isn't made and just splice in my own wire?!?! We paid $4500 for a product we can't even get parts for and was made shoddy. This is a product that stays outside why wouldn't they make it mouse proof. The company has zero interest in service after the sale. 

  Business Response

  Date: 04/07/2025

  Thank you for reaching out to us regarding your concerns with rodent intrusions affecting your Raypak Heat Pump Pool Heater. We understand how frustrating this situation can be and empathize with your experience.

  The warranty for your product covers manufacturing defects.  Unfortunately, it does not extend to damages or issues caused by animal intrusions, including rodents. This exclusion is clearly outlined in the warranty terms provided at the time of purchase.

  Customer Answer

  Date: 04/07/2025

  
  Complaint: 23169821
  
  I am rejecting this response because:

  The issue is not about the warranty it is about a product that sits outside and has zero protection against rodents.  More than that is the fact that I was told I can't buy a wiring harness to replace the wires appropriately. All I got from your company was sorry can't help you and my favorite "just go get some wire and replace it"!!!  We paid a lot of money for a product that we feel was dumped on us and now we are stuck with nothing.  That is not acceptable.  How can you not have the part?? It's your product. The local pool company said we should just replace it. That would come to $1500 a year then another 5k to replace it?!?  We want better than "sorry can't help you".  We want you to stand behind your product.  
  
  Regards,
  
  S**** ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 04/16/2025

  We recognize that this situation may be frustrating. We recommend consulting a local electrician to address the wires damaged by rodents. 

  Customer Answer

  Date: 04/16/2025

  
  
  Complaint: 23169821
  
  I am rejecting this response because:  every person at your company has said the same thing "sorry can't help"  I was even going to purchase the part, but alas there is no part don't carry it, don't make it,  don't know where I can get one.

  It should be know that Raypac doesn't stand behind their products.  Zero service after the sale is an understatement.  
  
  Regards,
  
  S**** ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:03/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our company purchased a Raypak pool heater November of 2024. We finally received the Raypak pool heater in January 2025 and it was installed, inspected and started heating our community pool. Our Mobile home community had been without a swimming pool over 4 months. We paid over $5000 for said heater and in less than 3 weeks the heater failed. We called Leslie's pool to come take a look at the heater as they were the installers of the heater, they told us to call Raypak, the manufacturer of the heater as it should be under warranty. We called Raypak and they sent out one of their guys 2 weeks later to do an inspection. After the inspection, Raypay sent us an email stating that the failure was due to a chemical imbalance. This is extremely hard to believe as the chemicals were not imbalanced when the heater failed, but after the pool sat there 2 weeks after the failure and the water was no longer being circulated, of course, there is going to be a chemical imbalance. We bought 2 of these pool heaters and the heater in our other mobile home park is still working beautifully and the chemicals are the same as the chemicals that were in our pool in this park. We got an estimate from Leslie's pool to repair the failed heater and the cost is about $2600. We would like to see Raypak either replace this failed heater or pay for the repair to the their failed heater. This was a failure on their product, not something we did to the chemicals in the pool. Raypak needs to back their products or stop producing products altogether. They are incorrect about their assessment of the failed heater and need to apologize and reconsider backing their products. Thank you.

  Business Response

  Date: 03/11/2025

  Raypak has reached out to the customer, with a formalized response.

• Initial Complaint

  Date:10/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  March 30, 2024 bought Raypak 0***** PR156AENC 150000 BTU Natural Gas Heater on Amazon. There is a one year warranty on the product and I bought a 3 year Assurion LLC warranty. At four months the heater core quit working. The authorized Raypak repair company who installed this, came to repair and agreed there was an issue with the heater core. I have made several calls to Raypak. I get the run around and no one wants to resolve this. I spent almost $2000 on a unit that didn't even last a summer and am getting no warranty on the product.

  Business Response

  Date: 10/23/2024

  Hello Mr. R*****,

  We have forwarded this to the Warranty Supervisor for review.

   

  Thank you,

  T*** ******

• Initial Complaint

  Date:10/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In July of 2023 we purchased a Raypak Heat Pump Model 8450 for $4,368.90. The company, A&B Pools, that installed our swimming pool installed the heat pump. In July 2023, we registered the unit, complete with paperwork from A&B Pools. Everything, pool and heat pump, was brand new and up and running in August of 2023. We had no problems with our Raypak heat pump that year. In August of this year, I went out to the swimming pool and saw that water was flowing from under the heat pump. Due to the water leaking, the pool was water dangerously low at this point. We called Raypak on/around 27 August 2024 and explained what was happening. Raypak contacted an HVAC company that does warranty repairs for them; the tech came out, saw where the leak was coming form, tore apart the electronics/control boards, recommended these all be replaced under warranty as well. OK fine, no problem, the tech says call us middle of next week and ask for an update. After calling the contractor numerous times the next couple weeks, we finally receive a call from said contractor/HVAC business and they leave a message, telling us Raypak will not honor the warranty due to there being some imbalance of chemicals in our swimming pool. I know this is not true, because we closely monitor our swimming pool using reliable and accurate test strips and kits. The leak, it turns out, is coming from a hole in the PVC: there is a large hole in the middle of the PVC. I looked up the schematic for this particular pool heater (Raypak Model 8450). I have pictures of this hole. According to the schematic, the part that the hole is in is called the Bypass Assembly/PVC Union. How could an imbalance of chemicals, not that our pool was ever imbalanced to begin with, cause a piece of PVC (not a seal) to basically explode? This makes no sense at all. Likely, this report will do no good and I will be stuck with paying to have this fixed.

  Business Response

  Date: 10/08/2024

  We've received your complaint and have forwarded it to the Warranty Services Supervisor for review. She should reach out on the next couple days.

  
  Thank you,

  -T*** ******

  Customer Answer

  Date: 10/11/2024

  
  
  Complaint: 22386710
  
  I am rejecting this response because:

  Raypak sent a 2-3 sentence, typical "reviewed the case with senior technical agents" email. Bottom line is, the pool and heat pump was 1 year old. Balanced water does not eat through PVC within a year, it just doesn't. Any secondary, electronic damage was a result of the gaping hole in the PVC. I might expect this maybe 10 years down the road, relplacing parts/pieces for the heat pump. But surely not after one year. I never expected Raypak would come through, so I am neither suprised nor disappointed in their response. I can only do my small part, and in the future I will steer clear from any products from or associated with Raypak. Raypak won't care, and that is fine, too. Ohters will read this and come to their own conclusion.

  
  Regards,
  
  S**** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 10/15/2024

  The hole wasn't in the PVC but rather the copper fitting which is damaged due to the water quality. This is not considered a manufacturer defect in material but rather consequential damage as a result of exposure to water chemistry.

  Thank you,

  -T*** ******

• Initial Complaint

  Date:09/23/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I represent H**** *******. Mr. Z****** purchased a Raypak heater for his pool in November 2022. The heater has a two-year warranty. In June of 2024, the heater sprang a leak and flooded his entire backyard. The emergency pool company that was called to stop the flood informed Mr. Z****** that the unit needed to be replaced. A second pool service company confirmed the same. Accordingly, in June 2024, Mr. Z****** filed a request for replacement pursuant to the two year warranty. Mr. Z****** received no response. On Mr. Z******' behalf, I submitted a follow-up request and received an email from Enrique C******. Mr. C****** informed me that in order to obtain warranty services, the heater needed to be registered (in direct contradiction to Cal. Civ. Code § 1793.1). I assisted Mr. Z****** in registering the product and again requesting repair. I was directed to then call the warranty phone number as the claim could not be made online or via email. On September 20, 2024, I called Raypak's warranty number on Mr. Z******' behalf. I spoke with "Andrew" who informed me, without ever seeing the heater or the property, that "most of these claims are denied" because Raypak usually finds the malfunction was caused by a chemical imbalance, not by a manufacturer's defect. Raypak's supervisors decide to honor or deny the warranty based solely on photographs, without actually examining the malfunctioning product. I can only conclude that Raypak intends to deny the warranty request and will do so by stating that it was a chemical imbalance -- even though two independent pool companies have already determined that the heater and pool were maintained properly and the heater is defective Upon review of other BBB claims, this appears to be Raypak's habitual approach to warranty claims. We would appreciate the assistance of the BBB in having this warranty honored and in ensuring that Raypak is not engaging in a pattern of wrongful conduct.

  Business Response

  Date: 09/30/2024

  Hello,

  This will be forwarded to the Warranty Services Supervisor for review.

  Thank you

• Initial Complaint

  Date:08/27/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  First off I would drop this to zero stars if possible. Backstory, we have had issues with our electric pool heater from the first year we installed it. Many calls and issues have gone on over the last 4 years about 3 different issues with our unit. Jump to this summer. Our heater has not worked since we opened our pool in May. I have called many times and finally on 7/3 I asked to speak to a supervisor. I am writing this on 8/27, 55 days after my initial request and still have not heard from a supervisor. I have called 3 times and also sent emails. Only once was I Allowed to be transferred to the supervisor's voicemail. The other times the person I was talking to said they would relay a message, and someone would call me back in a day or 2. My email was also supposed to be forwarded on to the supervisor. Again 55 days later so this company obviously does not care about customer service. I have no idea if any of the messages were actually forwarded to the supervisor or not. I am tired of wasting my time calling this company just to be pushed aside.

  Business Response

  Date: 09/03/2024

  Hello,

  The Warranty Services Supervisor has reached out to you in order to resolve your issue.

  -T*** ******

  Customer Answer

  Date: 09/04/2024

  
  Complaint: 22204964
  
  I am rejecting this response because:
  I responded to the company and provided a date and time for them to reach me. I never received a confirmation if the day/time worked, let alone an actual call. The company did not reach out to ask about another time to talk as of yet. 
  Regards,
  
  A*** *********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 09/20/2024

  Thank you for your message Mr. G********,

  We will reach out again to touch base and assist with your concern.

  Thank you,

  T*** ******

  Customer Answer

  Date: 09/23/2024

  
  
  Complaint: 22204964
  
  I am rejecting this response because:
  It has been 4 weeks since someone last attempted to contact me and then never emailed back or called, but I will keep an eye out regardless.  
  Regards,
  
  A*** *********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:08/27/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a pool heater on Nov 25 2022 and installed it on Jan 04 2023. The heater is leaking and under warranty. The product is registered and has had a raypak partner come look at it and they are claiming the unit is not able to be covered due to chemical damage of the pool water. I have records showing the pool has been maintained weekly by a professional company and would like to have the heat exchange and other necessary hardware replaced under warranty to get it back to working order. Unit was less than two years old and should not be leaking that quickly. My last one lasted 6-7 years.

  Business Response

  Date: 09/03/2024

  This has been forwarded to Warranty Supervisor Crystal Chase for resolution.

  -T*** ******

• Initial Complaint

  Date:08/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Model Number: P-R266A-EP-X Serial Number: 1906370794 I purchased the Raypak pool heater in 2020 from Farwell Pools in Madison, WI after having my previous pool heater for 14 years. Last fall (Aug 2023) Farwell looked at the heater as it was no longer heating. At that time I was told that the heater needed some parts but it's not wise to replace in the fall as the heater will then sit over the winter with parts that cannot be used until the spring (since pools aren't open in the winter in Wisconsin. At that time this made sense to me. Farwell Pools had always been great to work with Unfortunately over the winter Farwell Pools has closed for business and is no longer taking service calls. I find another local pool company close to Madison Wisconsin that was able stop out to look at the heater. H&H Pools in Portage, ###-###-#### H&H Pools has looked at the heater and informed that it needs a new heat exchanger and now they are recommending a new heater rather than spending over $2,000 on repairs of the heat exchanger. H&H mentioned that the new heaters have an improved heat exchanger that doesn't leak where the current part is leaking I trust that H&H is giving me the best advice but I'm struggling with the fact that I already need a new heater, which with installation costs is around $4,000. My heater worked for four years, 2020, 2021, 2022 and 2023. At $4,000 for a replacement, that's $1,000/year to heat my pool and then I need to replace the heater. After having my old heater for 15 years, the optics on this is very poor. I'm looking to Rheem/Raypak to stand by their product and help with the replacement of the heat exchanger replacement. But, since a new heater has the improved heat exchanger to address the leaking that we're seeing, this is a great oportunity for Rheem/Raypak to step up and help a customer. Your heaters should be able to withstand any and all of the elements for well over 4 years.

  Business Response

  Date: 08/27/2024

  I've forwarded this to the warranty department to contact you.

  -T*** ******

• Initial Complaint

  Date:08/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Faulty sensor on pool heater has caused explosion of propane pool heater. I have asked for help repeatedly by the pool company and Raypak with each giving me the run around. The heater is less than 12 months old.

  Business Response

  Date: 08/12/2024

  Crystal with our Warranty Department has called you to resolve this issue.

  
  Thank you,

  -T*** ******

• Initial Complaint

  Date:07/30/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  the raypak company did not honor my warranty dispute with my pool heater that is still under warranty.The company closed my service request not once but more then once and at this point i dont want the unit i want i return label and a box to return the unit