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:12/09/2023

  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.

  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

  Date:11/16/2023

  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.

  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.

• Initial Complaint

  Date:08/29/2023

  Type:Delivery 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.

  My pool remote stopped working. I called Hayward pool products on 8-4-2023 and was told I would receive an email with instructions to reset my remote within ***** hours.I never received the email and did check my spam. I called again on 8-10-2023 and was told it was 5 business days and I was still in that timeframe.I again never received an email, so I called on 8-14-2023. I was told they would escalate my claim and I would receive an email by the end of the business day in 8-15-2023 at the latest.On 8-16-2023, I called again as I still had not received and email. I was again told my claim would be escalated and I would receive an email within 5 business days. It is 8-24-2023 and I have not received anything from Hayward. This wireless remote and antenna cost over $1000.00 and is less than 3 years old. I would like this be operational or receive a refund.Haywards customer support is horrific. They say their calls are recorded, apparently no one reviews them. Their tech support is non-existent.

  Business Response

  Date: 08/29/2023

  We will contact the customer to resolve.

  Customer Answer

  Date: 08/29/2023

  
  Complaint: 20517674
  
  I am rejecting this response because: they have been saying they will contact me since August 4th and have not. I have contacted them 4 times with no resolution. I dont know what would make them think I would believe them this time. 
  
  
  
  Regards,
  
  *******************

  Business Response

  Date: 09/12/2023

  We have been in contact with the customer and are sending the needed part(s).

  Customer Answer

  Date: 09/14/2023

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

  I really appreciate Jarrods response and efforts. He should be commended. Thank you!

  
  
  Regards,
  
  *******************

• Initial Complaint

  Date:08/18/2023

  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 have two of the ColorLogic 320 that where installed about two years ago and died about 9 months ago. These lights cost us $650.00 each and only have maybe a few hundred hours on them We've tried contacting the pool builder and they went out of business and we've emailed Hayward three times and heard nothing back. Even posted a review on their website for the list hoping it would get someone to reach out to use and they just deleted the review. Pretty same the same things I just outlined above. WOW!

  Business Response

  Date: 08/21/2023

  We will contact the customer to resolve.

  Customer Answer

  Date: 08/21/2023

  
  Complaint: 20492680
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:08/15/2023

  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.

  I purchased a salt cell from Amazon on June 3, 2023. I installed it myself on June 17. My pool continued to turn green week after week. I continued to shock it and put chemicals in it. On August 2nd, I had a pool company come out to look at the filter/salt cell. At that time, they advised me the salt cell was faulty and not working. They stated the model was older also and I should have ******* or T-390 cell. They left me a loaner salt cell so I could replace the one I purchased for a non-faulty cell. I called Amazon since it showed past the return window, they advised me I must contact Hayward directly. On August 3, I called and placed a request to return the cell, was advised a technician would call back with 5 business days. I called back on August 10th, was advised a supervisor would call back within 48 hours. I called back again on August 15th, C/S was not helpful, would not put a supervisor on and did not look at any previous messages on my account and started a whole new case and said a supervisor would call within 48 hours. I need to return the faulty cell so I can just purchase one at another store since Hayward is not cooperating in exchanging because the pool company is taking my loaner salt cell back. Model-T-Cell-15, Serial #**************

  Business Response

  Date: 08/15/2023

  We will contact the customer to resolve.

  Customer Answer

  Date: 08/17/2023

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me (assuming I receive the part).  Per the email provided by the business a replacement part has been sent out.  
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:08/01/2023

  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 super pump replacement motor. When I installed the motor it worked fine at 110VWhen I switched 220V it soaked and melted the inside. I contacted Hayward on July 5, 2023 to file a warranty. They will not contact me back. I have placed 5 phone calls to date and always give it another 72 hours. They refuse to let me speak to a supervisor or resolve my warranty issue.

  Business Response

  Date: 08/01/2023

  We will contact the customer to resolve.

• Initial Complaint

  Date:08/01/2023

  Type:Product 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.

  On Feb 15, 2023, I purchased a Hayward S150C pool filter for my inground pool. On July 15th the Hayward pool filter started to make a loud noise. I called in to open a ticket on this product thinking it would be taken care of since it is still under warranty, I was told to wait for 72 Hours for an email I never received. I called back to and after a conversation with the customer service person I was told a ticket was never opened and that I would have to start a new waiting period. Moving forward today is 8/12023 I have now waited over 72 hours waiting period. I have called Hay ward again and was told by *** he has no Idea when someone will be reaching out because they sell hundreds of products, and they are swamped. Also I want to mention I spent a ton of money to get my pool on par with chemicals and chlorine only for my pool to look like a swamp because i am unable to run my pool filter. All I want is to get my pool filter in working order so I can run my pump and use my pool in this very HOT SUMMER!

  Business Response

  Date: 08/01/2023

  We will contact the customer to resolve.

  Customer Answer

  Date: 08/01/2023

  [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 made by the business in reference to complaint ID ********, and will wait to see if they rea h out to do the right thing...Stay tuned .

  
  Regards,
  
  *******************************

• Initial Complaint

  Date:07/28/2023

  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.

  11/2020, my pool was finished. within six months all five LED lights went out. my temp never worked. the salt generator never read correctly and my sense and dispense has never worked. contacted *********************, the MS and AL Hayward rep in mid 2021 and he said he would get over and fix my issues but never followed through. I got tired of **** talking a big game but never doing anything so I contacted ******************* on 02 /28 /23 with Hayward, I was told he is in charge of warranty issues. he never followed through. I contacted Hayward, they put me in touch with a local Platinum repair person. he was a joke. he show up to replace all the lights but did not have the tools to remove the lights. I still have the lights here and if Hayward paid him, they need to get their money back. Overall, the customer service with ******************** is Horrible. beyond horrible. it should not have taken this long to fix my BRAND NEW POOL my system:Omni Logic Sense and dispense Five LED color logic lights automatic controllers for the waterfall and bubblers hard wired to the internet temp sensor top of the line hayward variable speed pump.the only thing that has worked correctly is the variable speed pump. solution: I want Hayward to come fix my system under warranty or refund my money. fix my system if you have a local service rep that actually knows what he is doing. If not, then refund my money and i will go away. I want a heater/cooler which cost ******* but I am not buying another hayward product until this issue is resolved and not until you have someone local that knows your system. clearly you have a training issue

  Business Response

  Date: 07/29/2023

  We will contact the customer to resolve.

  Customer Answer

  Date: 07/29/2023

  [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 made by the business in reference to complaint ID ********, They state they will  reach out to fix my issue.  I have heard this many times.  So right now we are in a wait and see mode.  I hope they are truely willing to make this situation right.
  
  Regards,
  
  *******************

• Initial Complaint

  Date:07/28/2023

  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 brand new pool pump from ******** Pools in ****** ** at the beginning of May for $1650 - a TriStar Variable Speed Pump. The pump was installed on May 17th by our pool servicing company. On July 18th, this pump stopped working entirely - the digital display is on and active but the pump doesn't work/doesn't make a single noise/wont prime. I contacted Hayward on July 19th to let them know. They provided me with the name of three local companies that would service/warranty the product on their behalf. I called all three of those companies on the 19th - all of which said they would not service/replace a Hayward pump that wasn't purchased directly through them. On the 19th I called Hayward back to let them know that none of the companies they gave be would do anything on their products unless it was purchased directly through them. Since the 19th, I have provided Hayward with the information regarding my pump/complaint/warranty claim 3 times - twice over the phone and once via email. I have called the customer support line multiple times and their time frame for a response keeps getting pushed out. When I spoke with them on the 19th they said I would hear from someone regarding a resolution in ***** hours. Here we are, over a week and a half later and when I called today, I was told that it would be at LEAST another ***** hours before I would hear from someone. At this point I have spent hundreds of dollars on chemicals to try and maintain my pool water throughout a heat wave that's been going on for the last 4 days - all while our new $1650 Hayward pump sits uselessly beside our pool and being no closer to getting a replacement pump than we were on July 19.

  Business Response

  Date: 07/28/2023

  We will contact the customer to resolve.

  Customer Answer

  Date: 07/31/2023

  
  Complaint: 20389578
  
  I am rejecting this response because:
  
  I received an email from Hayward stating that they would reach out to B&L pools for a service request And that I would have to wait another ***** hours for a response and for them to provide me with a timeframe as to when B&L pools could schedule me for a service call.  Hayward provided me with the name of this business on Wednesday, June 19th and told me to contact them for service- which I did. B&L pools response to me was that they wouldnt service or warranty Hayward equipment that wasnt purchased through them. I relayed this information back to Hayward- verbally over the phone on the same day (June 19th). 
  

  We need Hayward to send us a replacement pump. I have spent hundreds of dollars on chemicals to maintain this pool without a pump while we wait for Hayward to rectify this situation.
  
  Regards,
  
  ***** Angle-*******

  Business Response

  Date: 08/03/2023

  We continue to work with the customer to resolve.

• Initial Complaint

  Date:07/09/2023

  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.

  I purchased a new Hayward T-15 Swimpure salt cell to replace my old one that quit working after 4 years. It worked fine for about 25 days at which point it would not read the salt level correctly and would shut down due to low salt reading of ****. My pool salt readings were verified at **** by my salt tester as well as 2 different pool stores. I was recommended to get a new salt cell since it will not read correctly. After multiple calls into Hayward as well as emails, to which they respond they will be getting ahold of me shortly, I have heard nothing. Its been 2 weeks now. Without the salt cell, there is no chlorine produced which leads to a green, unhealthy pool not safe to swim in. The salt cell costs $900 so its not like Im going to go out and replace it and lose the $900 because the company cannot respond. Salt cell has a 2 year warranty on it and I think they know they have a defective product and refuse to honor the warranty.

  Business Response

  Date: 07/10/2023

  We will contact the customer to resolve.

  Customer Answer

  Date: 07/13/2023

  [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:
  
  Hayward followed thru with their warranty and sent me a new t-15 salt cell within 2 days. I never received any email or phone call from Hayward but happy they sent the part. Thanks Hayward! Thanks BBB!
  
  Regards,
  
  *********************