Complaints

This profile includes complaints for Hayward Industries, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Hayward Industries, Inc

  620 Division St Elizabeth, NJ 07201-2004

• 

  Hayward Industries, Inc

  400 Connell Dr Ste 6100 Berkeley Heights, NJ 07922-9906

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a Hayward Omni pool pump and product for our salt water pool which was an upgrade from a previously malfunctioning Hayward Pump. Our T-cell generator frequently shuts off along with the pool pump and stops producing chlorine leading to our pool becoming green and an expense of unnecessary chemicals. The pool service people reset and it works for a few hours then shuts off again. We have a Hayward *** who last year told us the problem was a fault tcell which was ***laced under warranty last year. It is clean and has been cleaned according to maintenance schedule. My husband, a mechanical engineer, has worked with the *** and they do not find a cause for why this continues to occur. He contacted Hayward for guidance and they refuse to speak with him and refer him to the *** who does not know what to do and is now recommend we spend additional money to hire another collaborator pools service.I have seen on Reddit that others have this same issue. We spent 5000 dollars on this new yet intermittently malfunctioning system. We have spent hundreds of dollars on additional chemicals that we should not need for the system as advertised.

  Business Response

  Date: 05/09/2025

  We will contact the customer to resolve.

• Initial Complaint

  Date:10/16/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hayward refuses to pay labor for a warranty claim for a gas pool heater W3H135FDN that was 6 weeks old at time of claim. My paper warranty clearly states: "Labor to service the warranty components is covered for ONE (1) year." I purchased the unit from Allegro Pools and Spas. The repair was made by Coastal Pools, which claims "Hayward denied labor being covered under warranty due to installer not being a licensed installer for Hayward Products." Hayward representative ***** claims unit was purchased on line and no on line products are covered for labor. It does say that on a remote place on their website which I did not have access to when purchasing the unit. As stated, the unit was purchased from a ************. How would I know if he was an "authorized dealer" for Hayward Products? He sold me the product. I want Hayward to refund me the $159.94 that I paid Coastal Pools. I also want Allegro Pools, ***** ******, to stop selling Hayward Products or to inform his customers that ******************** will not honor the Warranty that is enclosed with the product. I want future customers either at a store or on line to be warned at time of Purchase that Hayward will not honor enclosed Warranty. I paid $2240.00 for a product with a parts only warranty. Other customers should be aware of this before purchasing anything from Hayward Industries ****

  Business Response

  Date: 10/17/2024

  We will contact the customer to resolve.

  Customer Answer

  Date: 10/17/2024

  [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 made by the business in reference to complaint ID 22431042, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  Phyllis Glomb

• Initial Complaint

  Date:09/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 09/30/2024

  We will contact the customer to resolve.

• Initial Complaint

  Date:08/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 08/07/2024

  We will contact the customer to resolve.

• Initial Complaint

  Date:07/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 07/25/2024

  We will contact the customer to resolve.

• Initial Complaint

  Date:07/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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 clarification

  Business Response

  Date: 07/23/2024

  We will contact the customer to resolve.

• Initial Complaint

  Date:07/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 07/15/2024

  We will contact the customer to resolve.

• Initial Complaint

  Date:07/12/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 07/12/2024

  We will contact the customer and attempt to resolve.

• Initial Complaint

  Date:07/11/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 07/11/2024

  We will contact the customer and attempt to resolove.

• Initial Complaint

  Date:04/25/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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!