ComplaintsforHayward Pool Products
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/31/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
i purchased a salt chlorinator from Hayward via my pool professional. My pool was completed on July 2, 2023. Since that date, my salt chlorinator has not work properly. The pool professional reached out to the rep here local and said that a part was on back order. This has been going on for two months now. I have myself called hayward and have been told 2 times now that a part is being mailed to me. At this time I have received nothing. I am asking that my system be replaced as this has been going on since I had my pool built. I have been told just to grab some tabs and shock and it'll be okay. If i wanted to purchase tabs and shock, I wouldn't have bought a hayward salt chlorinator. I need someone to contact me ASAP so that my pool will work correctly.I have a case number with Hayward. It is ******Business response
08/01/2024
We will contact the customer to resolve.Initial Complaint
07/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchase a new O-ring for my Pool Filter from ********* but it did not work and Id like a refund or replacement Store said to contact manufacturer. It was $33.91 you can mail me a check or replacement to the address listed and name listed. ThanksBusiness response
07/27/2024
We will contact the customer to resolve.Customer response
07/27/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I will wait until I have been contacted to close out, they said they will contact me but have not been contacted yet.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,******
Business response
07/30/2024
We contacted the customer yesterday and are addressing the concern as discussed.Initial Complaint
07/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My OnCommand pool control unit completely stopped working so my pool is completely down. My local service provider submitted a warranty claim and it was approved by Hayward. That was over 2 weeks ago and Hayward is not responding to myself or my service provider as to status of needed parts to resolve the issue. My pool is completely down and ** getting no follow up. If the parts arent available, than they need to replace the unit.Business response
07/10/2024
We will contact the customer to resolve.Initial Complaint
07/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Had a request from 06/24/2024 to remove the old *** ID in order to set a new account.It was promised within 24 hours, no later than 48 hours will be addressed on the website Now its been 2 weeks, Everyday I call the customer service, they told it will be done by the end of the day. Nobody from Hayward reached back or resolve the issue. The swimming pool is not running properly for 2 weeks. Request: remove the *** ID and setup new account ASAP!Business response
07/04/2024
We will contact the customer to resolve.Customer response
07/04/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,J
Initial Complaint
06/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
So I spent $3500 dollars on a Hayward 400btu gas heater in 2021 from ******* had it installed for the 2022 season . Unit worked for 22 & 23 season. Approx 1 year of use. Gas valve on/off switch broke off begining of 24 season. Total Garbage. Hayward stated there should have been a Honeywell valve in there instead there was a no name brand in there Resideo. 2021 supply chain issues I guess they used cheap parts. That would explain why every year there is a 3 Year warranty on this unit except for 2021 a 1 Year. I had my installer call Hayward, they requested I send reciept over and a manager would call me back in 72 hours. It has been a week and nobody returned my call. Awful. Over the weekend I just spent $600 haveing a new gas valve installed. Don'y buy Hayward products ever. *******. I got ripped off. Buyer Beware.Business response
06/11/2024
We will contact the customer to resolve.Customer response
06/14/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
They never contacted me.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*******
Business response
06/26/2024
Customer was contacted on 6/21 and warranty is being processed as described to customer.Initial Complaint
05/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We had a pool built a few years back and chose to use Hayward as our product of choice for all the Equiptment. This included a Pool Filter C4030, Turbo Cell T940 Salt Chlorinator, Aqua Rite 900 Salt Chlorine Generator, TriStar VS 950 Pool Pump, Hayward Super Pump, and a total of 7 Lacus Lights. This does not include the additional Hayward products that was used in the actual pool build. My complaint is with the product quality and service from Hayward. Additionally, its about their blatant disregard for their customer and their knowledge of creating a problematic product with no regard for the consumer . The lights mentioned previously burned out within the first year; one by one. I have made an uncountable amount of calls to Hayward and open many tickets to get this resolved. At one point, they even referred me to a local service center in which I went in filled out paperwork and submitted for product replacement. every single time Ive reached out to Hayward I have never been given a follow up, despite my many occurrences in which I escalated the problem. It became very evident that Hayward was intentionally trying not to honor my product warranty and replace my faulty units. ***** and frustrated with the process, I eventually purchased more lights and guess what? They stopped working as well! After further review, there were countless complaints across multiple platforms on the internet that these lights were problematic and constantly stopped working with a terrible lifespan. Additionally many consumers complained about Haywards avoidance in replacing their items. This complaint is a last ditch effort, to get Hayward to do the right thing by their consumers. I am asking for an intervention from senior leadership on this and would like others to chime in on their experiences. I challenge anyone to ready the product reviews for these Lacus Lights and tell me their findings. In closing I have documentation of every light and product purchasedBusiness response
05/28/2024
We will contact the customer to resolve.Initial Complaint
05/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I had a pool installed in October 2023 with a Hayward Heart Pump. The heat pump came in poor condition with many dents on it. They replaced that one. The new one still had several dents, but not as many. It was installed in November. It was not used. We tried to turn it on in February of 2024 and it did not work. The Hayward rep came out to inspect it in March. The representative assured me that it was not freeze damage or owner negligence. He assured me that the heat pump would be replaced or repaired and it would not cost me anything. Two months later the Hayward rep called me and told me he sent a video of the pump to someone else in the company. The person who watched the video, not the one there in person, determined it was freeze damage and that the heat pump was not covered. At my expense, I was offered a new one at a discounted rate. I spent 7k on the first one that was never used and was assured it would be covered. This does not seem like a reasonable resolution.Business response
05/11/2024
We will contact the customer to resolve.Customer response
05/15/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I have not been contacted by the company to resolve this matter.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*****
Business response
05/20/2024
We will contact the customer again to resolve.Customer response
06/03/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
The company called on 5/20/204 and said they would replace the pool heat pump. I never received an email or written communication about this. I called the Hayward number back on 5/30/2024. The person I spoke with said there was no record of this call. I still do not have the replacement or know if they are in fact sending one.
Business response
06/03/2024
We will contact the customer to resolve.Initial Complaint
04/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have a Hayward Pool Cleaner that I have not used for the last few months. I reached out to Hayward on 11/20/23 and spoke with ***** in regards to my pool cleaner that was only be used in my pool for about one year. We discussed the issue of the pool cleaner having issues moving and he advised me that the cleaner has a 3 year parts warranty and a one year labor warranty. With that being said he was having a manger call me. On 11/22/23 I heard from a supervisor named ***** by email. He asked me to send him some pictures of the pool cleaner so he could assist with the issue. He emailed me back the pictures showed wear and tear on the cleaner beyond normal limits. He said the cleaner cant and wont move in the water with the condition that its in.He suggested was to replace the bottom body known as the Propulsion Kit - part number Axv925ccwht. This part is almost $300; close to the price of a new pool cleaner. I contacted ***** to ask to have that part sent to me since the cleaner was only used for about one year in my pool and my pool is tiny so having wear and tear beyond normal limits makes zero sense under the circumstances. Despite multiple emails trying to get him to respond to me I didnt hear back from him until about ten days later. At that point he refused to send me the kit.I wrote him back multiple times telling him that was unacceptable as the pool cleaner was only about one year old and he ignored me and never wrote back.I planned on doing this complaint sooner but had been sick for a while and was unable to do so.I have spoken to others at Hayward who were wonderful people and would go out of their way to make a customer happy but then you meet a person like ***** who just dismisses you and is unprofessional in not returning emails/calls.Thank you.Business response
04/06/2024
We will contact the customer to resolve.Initial Complaint
02/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I bought a Hayward pool salt system, the timer on the control board of the system has been malfunctioning and is in need of repair. I tried to contact Hayward by phone and email numerous times to schedule a repair. The only response that I get is a generic email asking to contact their licensed providers, I have called all the providers in my area that are on this list with no success. Below are some responses that I get from their licensed providers:Goodreds Pools: Called twice, left messages and no one called me back. United ************* They advised that they arent associated with Hayward and could not help me. Gorlin ************ They advised that they only service inground pools. ****** Hyndronics: Called twice, left messages and no one called me back. *** ************* They advised that they dont assist with any Technical issues. I attempted to contain Hayward so many times to assist with the issues that I am having but there is no success, no option to speak to a supervisor, the only outcome is that I keep getting their generic email again.I am request that Hayward honor their warranty and repair my faulty product immediately.Business response
02/15/2024
We will contact the customer to resolve.Customer response
02/22/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*****************************Initial Complaint
01/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Bought the OmniPL Retrofit Kit but missing 2 wire connector harnesses for the transformer. Have called for days will be put on hold, then it goes silent. At first I thought i had reached someone but no one ever answers, the hold music stops and nothing. I've spent around **** dollars and its missing 2 inexpensive connectors that I cannot find anywhere online.Business response
01/19/2024
We will contact the customer to resolve.
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Customer Complaints Summary
26 total complaints in the last 3 years.
11 complaints closed in the last 12 months.