ComplaintsforHayward Industries, Inc
Pool Contractors
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Complaint Details
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Initial Complaint
09/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have only had the Hayward omnihub installed for a couple months and the screen has been a problem responding to touch screen commands since installed. The screen ended up cracking due to pushing to hard. Hayward will not cover the repair under warranty stating the cracked screen is not a manufacturer defect/malfunction. I have explained the omnihub controller has not worked properly since it was installed. It will not respond to touch screen commands with my finger or screen pen. They ignore the what cases the cracked screen only that cracked screens are not covered under the warranty. The omnihub controller is defective and requires you to push to hard on the screen causing the cracked screen. The controller is defective since installed and should be covered under the 3 year warranty. It should last longer than 3 months. This should be replaced with a new omnihub controller as its a defective screen that will not respond to commands requiring too much pressure causing the screen to crack. Many complaints have been filed on this omnihub controller. It needs to be addressed by Hayward. I have no options based on the district manager who denied the repair other than spend $1400 to replace the newly installed defective controller. Please help me get a replacement under my warranty. Thank you,*****Business response
09/30/2024
We will contact the customer to resolve.Initial Complaint
08/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a custom pool in 3/23 and completed in 5/23. With in the first 2 weeks I noticed the pool heater wasn't turning on or off. My pool installer exchanged it another one (same make and model). By 9/23 I started to get two error coded E02 and E03. I contacted Hayward and they told me to contact authorized ***air tech to inspected. Called 2 different companies and no one returned my calls. My installer winterized my pool and figured that the following season maybe something may be unclogged and the heater would work. Immediately after it was reconnected in 5/24 I contacted my installer and informed him about the error code again. He contacted a Hayward *** from ***********, ** by the name of ******* to help me out. It took my installer and myself about 3 weeks to get ******* on the phone and help address the issue. He claimed that Hayward hasn't responded to any of his calls or email but he opened a warranty claim. He also stated that he will do me a "favor" and send and authorized ***air tech to inspect. It took the plumbing company almost 3 weeks to inspect. After inspection it took another 2 weeks of me constantly calling to find out what the problem was and the next steps. They informed me that they filed the claim and its upto me to contact Hayward and have them authorize the machine to be ***aired or ***laced. Never heard of a customer calling manufacture to do the follow **** Called customer service they said they would escalate the issue and someone will contact me in 24 to 48 hours. That ended up being almost 2 weeks and asked me to start the process all over again. I ***lied back they have all the info from the Hayward *** and ***air tech and I shouldn't start from the beginning and asked for resolution to my matter. Have not heard back from them for a week now. I read the reviews on BBB that they like to delay the services until the warranty expires so they can deny. Any help would be greatly appreciated. Thanks,Business response
08/07/2024
We will contact the customer to resolve.Initial Complaint
07/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a Hayward pool heater on 5/20/2024. It started leaking 2 months later to the day. Purchased from ***********************. They a man out who told me they would replace it. Then they called back couple of days later and said nothing they can do. I feel I've been taken.Business response
07/25/2024
We will contact the customer to resolve.Initial Complaint
07/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am writing to formally lodge a complaint against Hayward regarding a heat pump unit I purchased from Aquienta Pools in September 2023. The specific details of the unit are as follows:Model: HP31204T Serial Number: ***************** Start-Up Date: November 2, 2023 Since the installation of this heat pump unit, I have encountered significant issues that are not expected from a product manufactured by a reputed industry leader like Hayward. Specifically, I have had to replace the main board of the unit twice within a very short period.The repeated failure of the main board is unacceptable and has caused considerable inconvenience. This level of performance and reliability is far below what one would expect from a Hayward product. It is evident that this particular unit is faulty and does not meet the quality standards typically associated with Hayward.I have reached out to Aquienta Pools for assistance, but the recurring issues persist despite the replacements. I am now requesting a complete replacement of the unit to resolve this matter satisfactorily. A new unit would ensure that I can rely on the equipment without the ongoing frustration and inconvenience.I trust that Hayward values its customers and stands by the quality of its products. Therefore, I am seeking the intervention of the BBB to facilitate a resolution that includes the replacement of the defective unit with a new, fully functional one. Also, I'm being told that the **** PL was the correct control panel for my unit, and I don't have the functionality to be able to use this unit correctly.I appreciate your attention to this matter and look forward to a prompt and favorable resolution. Please feel free to contact me at ************ or ********************* for any further information or clarificationBusiness response
07/23/2024
We will contact the customer to resolve.Initial Complaint
07/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a pool heater on 5/9/2024, installed 5/30/2024.Malfunctioned and will not work as of 6/6/2024. Have had two service calls from warranty service who examined and diagnosed the problem. First report went unheeded.Second inspection and report followed my second round of complaints. *************** has complied with Hayward's requests for information - twice. Hayward representative is not communicating with either Hayward or warranty service company therefore there is no confirmation from Hayward that a claim has been filed. It is now 7/12/2024 and Hayward says no repair can be done until the area rep files the requested paperwork. I have made multiple calls to contact Hayward, the last promised me a call from escalation by end of business 7/11/2024 which did not take place. Hayward is saying there is nothing they can do. I am $3000 into a heater which is nonfunctional for over 5 weeks and for which Hayward has provided no warranty support.Business response
07/15/2024
We will contact the customer to resolve.Initial Complaint
07/12/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I purchased a Hayward pump this year. I'm in need of a replacement filter net which has a part number. The component is designed to be replaceable, however, my efforts to obtain it through the dealer and online channels have been unsuccessful. My written queries to Hayward have been ignored and my customer service call was unproductive.Business response
07/12/2024
We will contact the customer and attempt to resolve.Initial Complaint
07/11/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Hayward will only sell parts to an authorized dealer. I need to know the cost of a replacement part but they won't give me a price. They need to be sued by the ************************** for reatraint of trade.Business response
07/11/2024
We will contact the customer and attempt to resolove.Initial Complaint
04/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
This company is horrible if you need a replacement part. This is the second time we have needed a replacement on the pool The only number they give you is to a call center that can't do anything for you except give you locations of a dealer. They must have changed the part number because we can't find it anywhere and of course nobody can help us. We've been dealing with this for almost a year!Initial Complaint
12/09/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Purchased a Hayward heater back on February 12, 2022, from Monarch Pools, *** and was installed on April 30, 2022, by Monarch as well. On September 30, 2023, Monarch Pools arrived at our address to inspect a leak coming from the heater than reported the findings to Hayward accordingly. The warranty that Hayward provided on this heater was for labor and parts until 2025.Not being contacted by either company on the progress of the inspection I contacted Monarch in which they forwarded to me a copy of what was sent to Hayward. I then contacted Hayward on various occasions on the progress of my claim. On December 8, 2023, I was informed by Hayward that they declined by warranty coverage due to the pipes being corroded. Being that this heater was less than a year and a half old and the fact that Monarch supplied two years of my chemistry tests from ********************* Supplies as proof of the way I personally balanced our pool, Hayward refused to cover anything on this transaction. Being that we had the same model heater from Hayward for 18 years with no issues at any time shows how well I kept the chemistry.Hayward promotes on their website that this heater is built with a durable cupro nickel heat exchanger and offers EXCEPTIONAL protection against corrosion and premature failure caused by unbalanced water chemistry, ensuring you get season to season of premium heating performance. Based on this information it only shows how Hayward supports their customers.Initial Complaint
11/16/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
The company Rumo's Pool and Spa installed a Hayward Heat pump in Feb 2023 that has never worked. The company informed us that there was nothing they could not do because it was a problem with the heat pump itself. We raised a case #******** with Hayward in early June that had been pending since. We basically spend the entire springs summer period without being able to use the equipment. Hayward has some certified servicers in the area that we contacted. Most never reply/return our messages or phone call only one did but still he has come yet. This is an equipment worth $6483.00.
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Customer Complaints Summary
67 total complaints in the last 3 years.
13 complaints closed in the last 12 months.