ComplaintsforHayward Pool Products

• Initial Complaint

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have repeatedly contacted customer service for my faulty vacuum that is not working and brand new and under warranty . I was given a case number. It is ********. No one ever reached back out. I have called and escalated the case 3 times. I can not get them to return a call or email. It was a $1300 purchase and they are not honoring their warranty or returning calls. The authorized retailers say they have the same problem so I dont know where to turn.

  Business response

  08/14/2023

  We will contact the customer to resolve.

• Initial Complaint

  07/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a chlorinator through in the swim on 6/8/23. Received it a few days later, and within the week it was installed and working. After a couple weeks, noticed a problem. It quit working and called were made to the company 7/11/23. However it was a few days past the return window so a warranty claim was needed through Hayward pool products. This was filed 7/11/23. As of 7/26/23 no licensed repair person or location has contacted us, and they refuse to ship a new one, refund, or fix the issue. They instead keep saying we will hear back from someone in 3 to 5 days. We get the run around about phone calls not being able to fix issues. Everything must go through email. They randomly sent emails out around 7/18 and 7/19 staying they were shipping a new "cell" and "control unit" to fix chlorinator.. however there has been no personal contact to actually diagnose the problem. Not one person has reached out about this issue. Emails are generic.

  Business response

  07/27/2023

  We will contact the customer to resolve.

• Initial Complaint

  05/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to file a complaint with Hayward Pools. In May 2020, we purchased a Hayward Pool Pump (Model Number SP2670010X15, Serial Number *********************************** and Salt Cell (Model Number 4A20098-107128, Serial Number *******. Both are under a three year warranty.We contacted Hayward on April 13, 2023 to report the issues with the pump not working and the salt cell not producing any chlorine. After 10 days, we received an email that our product was under warranty and we would need to contact an authorized dealer within a 50 mile radius of our location to get a replacement. We contacted the only two dealers listed on the link Hayward provided. One no longer sells or services Hayward products (and has asked Hayward to stop referring them to customers) and the other does not perform warranty work. I replied to the email from Hayward with this information every day for five days and received no response. I then called the technical support line and the representative created another ticket. Last week we received an email once again referring ** to one of the local Hayward authorized dealers - which I had already explained no longer performs warranty work for Hayward - thus the need for the second support ticket. I have replied to the emails from the second support ticket explaining this numerous times, and have received no response.I have repeatedly asked for a timely resolution so that we did not have to escalate this to a complaint, but my emails and phone calls are being ignored. I have attached a copy of all email communications from myself and Hayward for reference.

  Business response

  05/09/2023

  We will contact the customer to resolve.

• Initial Complaint

  04/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Tcell940 Salt Cell (Hayward Product) from ************* Services and Renovation, LLC on 4/8/2022. This was a warrantied product for 4 years that I registered via Hayward. On December 19th, ************* Services identified when they came to our home, the salt cell was bad and would seek a replacement from Hayward on our behalf. On February 1st, 2023 I called Hayward customer service because we still had no update. I was told I need a case number which ************* didn't have because they were going directly through their (Hayward) rep. *************s said they had a number of cells coming from *************** for our replacement. I have repeatedly checked in with ************* who said that they are awaiting a shipment to arrive. There is no tracking information, just that Hayward keeps telling them they are shipping it, and other parts continue to come in but not a replacement cell. It has been almost 4 months and no matter who I try contacting, I can't get a replacement from Hayward. With labor and installation of the part I paid $1116.15 for a product that didn't last 8 months and I can't get anyone to send a replacement. We are paying incremental money for chemicals because we don't have this salt cell. It is beyond frustrating and *************s is saying they have no skin in the game, they are just an intermediary to Hayward. I don't know who else can help escalate on our behalf.YOUR PRODUCT REGISTRATION DETAILS:PURCHASE INFORMATION First Name: ****** Last Name:***** Product: EXTENDED LIFE TURBOCELL Model Number:TCELL940 Serial ******************** Purchased From:Other Installed By:Other

  Business response

  04/06/2023

  We will contact the customer to resolve.

• Initial Complaint

  03/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to file a complaint against Hayward Heaters for their failure to honor their warranty for a pool heater that I purchased from them. The heater was purchased and received on May 7, 2021, but it stopped working completely on May 3, 2022, only a year after I purchased it.I immediately filed reports with Hayward on May 3, 2022, and again on September 26, 2022, requesting that the company honor the warranty and repair or replace the faulty heater. However, instead of addressing my concerns, Hayward referred me to repair companies that did not have availability to help me. I have not heard from Hayward since, and it has been almost a year since my initial report.Due to Hayward's negligence and disregard for their customers' satisfaction, I have not been able to use my pool for almost a year. This is unacceptable, especially given that I live in a wooded area where a pool heater is required for use. I have made numerous attempts to resolve this issue with Hayward, but their failure to provide a timely and satisfactory response has left me with no other option but to file this complaint with the BBB.I request that Hayward Heaters be held accountable for their failure to provide adequate customer service and fulfill their warranty obligations. I would like a full refund or replacement of my faulty heater, along with compensation for the inconvenience and frustration that I have experienced.Thank you for your attention to this matter.

  Business response

  03/07/2023

  We will contact the customer to resolve.

• Initial Complaint

  01/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Hayward ********************* on 10/10/20 from In the Swim (attached).Install Date: 1/7/21 by ****************** Plumbing and Heating 4/20/22 - Contacted ****************** for repair to heater due to seeing continuous "lo" on indicator.Paid $258.00 - said control board was not working. Said to contact Hayward for them to send us a replacement since it was still covered under warranty.4/28/22 - Contacted Hayward (***************************) - e-mailed list of authorized service repair centers - said to contact someone and Hayward would pay for it. We were unable to find someone to come out. Hayward agreed to send the parts for a new control board - said we would need to pay for labor.Hayward Case #******** New control board sent - June 2022 New control board was installed - still had a "lo" indicator.9/20/22 - Hayward contracted with *********** and Spa to come out and service the heater - still under warranty (did not have to pay for service). Receipt indicated that the heat exchange was full of soot and needed to be cleaned out. "Clean sooted heat exchanger"Contacted Hayward customer service and they said this wasn't covered under warranty. Said it was the chemicals in the water. My water is serviced every other week from a pool company so I'm not sure how this would be a water issue. **Apparently, this is what the technical support tells everyone - after reading hundreds of reviews - this seems to be the norm.Contacted Hayward customer service again and they recommended Country Pools and Spas. Contacted them to clean out the sooted heat exchanger and prepared to pay for this out of my own pocket ( $233.00). Upon taking the unit apart they found rust and the heating element was bad. Said it was going to cost more than the unit itself to repair. They said that the unit was defective. They were speaking to *** (District Area Support) to let him know. Country Pools called me and said that *** said my unit was over 8 years old - which is a lie!

  Business response

  01/26/2023

  We will contact to resolve.

  Customer response

  01/26/2023

  [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

  08/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I HAVE A HAYWARD SALT CELL T-15. IT WAS INSTALLED JUST SHORT OF 3 YEARS AGO BEFORE I INFORMED HAYWARD OF THE ISSUE . IT NO LONGER WORKS TO CHANGE SALT IN THE **** TO CHLORINE. NOT TO HAVE A PROPER LEVEL OF CHLORINE IS A MAJOR HEALTH ISSUE SO I NEEDED TO REPLACE WITH SALT CELL WITH A NEW ONE. THE NEW ONE WORKS FINE INDICATING THAT THE OLD ONE WAS AT FAULT. HAYWARD IS NOT REPONDING TO MY E-MAILTS OR CALLS.

  Business response

  08/04/2022

  We will contact to resolve.

  Customer response

  08/09/2022

  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,

  ******

  Hayward did not contact me,  There has been no resolution to the problem

   

  Business response

  09/28/2022

  A replacement cell was shipped and was delivered to customer on 8/22.
  
  There has been no further communication from the customer until we received this report yesterday.
  
  Please reconsider how this was resolved as positive, as we made an exception to the warranty to meet the customer's written request for resolution.

• Initial Complaint

  08/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Hayward Salt Generator online thru the Hayward Site. It stated I had a 4 year warranty, for the warranty to be effective, I had to have an authorized pool company install it and a licensed electrician install the board. I did. It cost me $3500 for these services. Now the control board has stopped working. They are refusing the warranty, they say its only 1 year. I live in *************, the salt system has only run for 9 months. Since we don't run the pool in the winter.

  Business response

  08/03/2022

  We will contact to resolve.

  Customer response

  08/18/2022

  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 received an email from the company that they were sending a replacement, but I haven't received it yet. 
  
  Did they provide you with tracking? 

  Business response

  08/18/2022

  We will contact the customer again to resolve.

• Initial Complaint

  07/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a in ground pool pump model# SP2610X15 serial # ***************** from a authorized pool dealer on 9/16/2020 and the pool pump has suddenly stopped working. It was never dropped or damaged, it just randomly stopped and it just keeps smoking from the back of the motor. I have a 3 year warranty replacement plan based on your website as stated in the warranty tab. I have attached my sales receipt of the product. I am requesting a replacement unit based on the inspection received by Leslies Pool stating the motor is bad. I sent a email to the Hayward but they only referred me to find a local dealer to assist me. I contacted two on the local dealers near me and stated they wont help me because I didnt purchase it from that particular vender. I have been receiving nothing but the run around. All my equipment is Hayward product but I am questioning myself for making Hayward my product of choice being the customer service would be so bad.

  Business response

  07/31/2022

  We will contact to resolve.

• Initial Complaint

  07/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Hayward pool gas heater on September 2020. About a month ago it stopped working. The troubleshooting provided in the user manual suggested the the gas valve was malfunctioning. I looked for oficial Hayward service providers in my area (50 miles or closer), and I got 3 potential service providers, but when I contacted them, they all said they don't service gas heaters and directed me to gas service companies. I contacted many gas companies, including the company that provides me with gas, and they would not service the heater. They would disconnect it from the gas line but they would not even open the heater. I contacted Hayward and all that they offered was to send a gas valve to a gas service company that would service my heater, which as I said, I couldn't find any. At this point my only option is to discard the heater and purchase a new one for another $2,000. I think a company should provide service providers for the products that they sell if they brake down after such a short time (less than 2 years).

  Business response

  07/26/2022

  We will contact the customer to resolve.

  Customer response

  07/26/2022

  [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,
  
  ***********************

*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. ↩