ComplaintsforHayward Pool Products
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Complaint Details
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Initial Complaint
07/22/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a W3t-Cell 9 pool salt cell that is under warrant and is defective. The unit was purchased April 12th 2022. There is a large crack in the side of the cell that is shooting water out of the side of the cell. I have placed calls to Hayward and was told first to contact authorized dealers in my area. None of the authorized dealers in the area have the replacement part. I have again called Hayward for assistance. I have been told I will receive a return call within 24 to 48 business hours.Business response
07/22/2022
We will contact the customer to resolve.Initial Complaint
07/18/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a salt cell that is still under warranty, as confirmed by Hayward. However, the company's method for processing warranty claims is such that I cannot find any way to actually get the part replaced or refunded. So in effect the warranty is not being honored.Business response
07/18/2022
We will contact to resolve.Initial Complaint
07/05/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The pool equipment provided by this company has failed. It is under warranty and weve tried for over a month to have the warranty request answered but Hayward doesnt seem to want to help. The first light went out less than a year after installation, the second light started flickering as if it was going out 1.5 months ago and has now gone completely out. Weve provided the part number theyve asked for and follow up weekly but our emails go unanswered. This equipment is covered for 3 years and were currently within this range. We just want the lights replaced.Business response
07/05/2022
We will contact the customer to resolve.Initial Complaint
09/03/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have been trying to get someone from the rebate team to call me back for about a year now. I have sent several emails and left messages. This is in regards to the $500 rebate and 5 year extended warranty I was suppose to receive when I purchased all my new pool products. I filled out the necessary info and sent it in to hayward . I have also contacted support for the issue numerous times. I have records of emails sent. I also contacted a rep on ******** who said he spoke to several supervisors and he was going to have to have someone call me, but they never did . He states in messages they had to fire the rebate team they had before because they had a lot of issues with them. The person I spoke with is ***************, his number is ************. I also just sent another request on Haywards web page and printed that out. Every time I'm told someone will call they never do. I have proof of the original offer and when I sent in my request for the rebate. False advertising I'm assumingBusiness response
09/04/2021
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.