ComplaintsforHayward Pool Products, Inc.
Pool Manufacturers
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Complaint Details
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Initial Complaint
09/06/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Bought a pool pump and its less than 90 days old and i continuously have issues. Pool pump keeps cracking the filters and its the filters that come with the product.Initial Complaint
05/18/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a pool skimmer from Leslies pool supply in February. I was sold a unit that had a manufacture rebate associated. The cost of the unit was considerably more expensive and wouldnt have purchased if rebate was offered. I submitted for my rebate on February 18th and was told the rebate would be processed in 6-8 weeks. It has now been 12 weeks. I have called multiple times to get a timeline and resolution. Every time I have called I am told the same line that they have no idea when rebate may be processed or when I could expect it. This is blatant false advertisement in behalf of the manufacturing company. Misleading to say the least. Im looking for resolution of this matter or simply a timeline rather than the nebulous statements that are made.Business response
05/18/2023
We will contact the customer to resolve.Initial Complaint
04/25/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
Hayward has been unresponsive, slow to respond, and done everything possible to not uphold their product warranty. We had a Hayward **** Heater (Model H25OFDP) installed in May of 2021. In January 2022, we noticed it was leaking and contacted the installer. In March 2022, the installer evaluated the heater and noted that it had rusted where it was leaking. The installer submitted information to Hayward and never received a response. In April, we contacted Hayward directly as the installer continued to not receive any response from Hayward despite multiple attempts. In May, Hayward finally responded (case#********) and noted that someone on their list of approved local pool service companies had to evaluate and that someone would contact my wife. After not hearing from anyone and multiple emails, Hayward send to work order request to ********************** Carolina **** still did not contact us, so we called and LVM, but no response; emailed Hayward asking what to do next. No response. Finally after multiple emails, in September 2022, Hayward submitted to work order to **********. **** took pictures of the heater which had been sitting almost a year from the original damage. We were told by **** that Hayward has rejected the warranty, but we never heard any information or explanation from Hayward. I called Hayward. Hayward noted they cannot give any information but can request that this case can be sent to a supervisor who might be able to help. I asked if they could put me on hold and transfer me. Customer service notes they cannot transfer anyone and would not put me in contact with a supervisor. I asked if there was a number I could call to speak to a supervisor. They answer was no. I asked if I could have a supervisor call me today, as it is my day off. I was told that he would "notify a supervisor" of my request, but they do not call anyone. Apparently they prefer email, but noted they "might" text me. I have not yet heard anything. Please helpBusiness response
06/21/2023
We will contact the customer to resolve.Customer response
06/26/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************Initial Complaint
06/16/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
Dear Sir/Madam, On Sept 16 2021 we purchased a replacement above ground heater core for our swimming pool. We contacted ****** pool and they delivered the part. Please see attached picture that has the date and amount paid for the needed pool part that was installed by *************** on *************. ****** indicated that we needed the part installed by a valid pool installer because their Tech people do not do installs on *************, New York. The install was done by *************** and we used the heater last year. This year when we opened the pool 3 weeks ago both 2 inch pipes for the input and return had split. Please see attached picture of the split pipes leaking water. Hayward was notified and refered us to ****** pool and refusing to replace the split pipes for my pool heater saying that ****** pool should replace the (2) pipe parts not Hayward. ****** pool is saying that Hayward needs to replace my parts and not them. Please help because we cannot use pool being senior citizens the water is much to cold without a heater. We just require 2 replacement 2 inch plastic pipes to replace the defective pipes they have a 2 year warranty for them at purchase for ****** pools. Thank You, Respectfully, David MrozekBusiness response
06/21/2022
Business Response /* (1000, 5, 2022/06/17) */ We will contact the customer to resolve. Consumer Response /* (2000, 7, 2022/06/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) The case will only be closed by us once we receive (2) replacement 2 inch plastic pipes for our heater. They results from Hayward are still not presented to us as requested under warrantyInitial Complaint
09/09/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The short version is that Hayward is UNRESPONSIVE and STONEWALLING US to find out about invoking the WARRANTY for a Brand New Pool Pump that I did register with them on their website, that was DEFECTIVE AND HAS FAILED. They made me wait over 2 hours on hold, then the customer service person would NOT PUT ME THROUGH TO ANYONE I COULD DISCUSS THE PROBLEM WITH. This has become urgent as damage is happening to the pool because water cannot be pumped or filtered - I cannot reach Hayward - Their customer service only takes a message, not relay it to the proper dept - They won't tell me my warranty status, or act in any way or give me any info about this issue I'm stuck w/ an expensive, almost brand new, defective pump, and Hayward is providing ZERO ability to reach them about this. Tney are also failing to respond to my 3rd-party pool svc company's requests - the co i'm having install the new pump Hayward not providing cust service and is defrauding us by failing to honor warrantyBusiness response
10/14/2021
Business Response /* (1000, 5, 2021/09/13) */ We will contact the customer to resolve. Consumer Response /* (3000, 7, 2021/09/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is no resolution here of any kind, nor any contact by them. You have just sent me back the 2 word documents i sent you to show to Hayward. What I needed was to talk to a LIVE PERSON ON THE PHONE IN THE WARRANTY DEPARTMENT to find out of Warranty Replacement Parts have been sent out for my registered items under warranty (the pump in particular) this has not been addressed in any way, shape, or form the problem is that the former pool dealer we worked with is unresponsive to us and we cannot determine whether Hayward shipped them a new part. i told hayward this, and they emailed me saying to "call my local dealer", which is Fraudulent and a Complete blow-off i registered my parts on their website and they are under warranty. However, Hayward REFUSES to contact me in any way to tell me the status of the warrantied items and if the warranties have been invoked. i want someone who can give me the whole history of the situation to call me at 312 898 1126 and give me this information. There is now way that this should be any problem for them. So to sum up, THEY HAVE DONE NOTHING AND IGNORED MY SIMPLE REQUEST FOR INFORMATION Consumer Response /* (3000, 11, 2021/10/01) */ it has now been almost a month, and hayward has still blown me off, not replied in any way to my issue, and no one has called me or emailed or done anything to answer my warranty question this issue remains completely unresolved. the business is committing FRAUD. i purchased a WARRANTIED PRODUCT Business Response /* (4000, 13, 2021/10/06) */ We will contact the customer to resolve.
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Customer Complaints Summary
8 total complaints in the last 3 years.
4 complaints closed in the last 12 months.