Complaints

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:06/06/2025

  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.

  My Hayward H-Series heater died after 3 years, and Hayward denied my warranty claim based on "poor pool chemistry" without any evidence. Hayward should honor their 3 year manufacturers warranty.

  Business Response

  Date: 06/06/2025

  We will contact the customer to resolve.

• Initial Complaint

  Date:06/02/2025

  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.

  In December of 2025 I purchased a Hayward W3H150FDP pool heater to replace hurricane damaged heater of same model.After only 4 months in service, this new heater sprang a major leak. Due to a manufacturing defect of the internal heat exchanger, 3 to 4 of the radiating copper fins were pushed back from the thermal wall of the exchanger baring about a 1 inch section of the core copper pipe to direct heating exposure from the flame. After continual roasting for 4 months, this section of bare copper pipe deteriorated to the point that it failed & burst. I sent photos showing clear evidence of the heat deprecated pipe with the hole in it.After viewing only these photos and without a "hands on" inspection, Hayward's customer service personnel concluded that the damage was due to improper chemical maintenance of the pool water and would not honor their warranty to replace defective parts.After comparing photos showing examples of chemically damaged heat exchangers on Hayward's training site, the photos of my exchanger showed no such chemical damage. Except for the heat damaged section, the rest of my exchanger looked pristine which one would expect after only 4 months in service. Therefore, this assessment of chemical damage was pure BS on Hayward's ******* fact, after installing the new heater and before disposing of the one that had been hurricane damaged. I removed and kept its heat exchanger. So I do have a good point of comparison to see (1) what a properly manufactured exchanger without defects looks like, and (2) to see no "evidence" of either heat or chemical damage of the old exchanger which had been in service for 2 years prior to being hurricane damaged.After having repeated discussions with Hayward's customer service personnel relating to all of the above, they still refused to do the right thing and honor Hayward's warranty.I have no further desire to deal with the cost, time, and aggravation of what is Hayward's idea of customer service.

  Business Response

  Date: 06/02/2025

  We will contact the customer to resolve.

• Initial Complaint

  Date:06/02/2025

  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.

  We purchased a pool heater from a pool supply company in 2023. When it was installed in 2023 it broke down immediately. We contacted Hayward and went through the warranty process to have it repaired and ultimately it had to be replaced entirely. The new heater was replaced at the end of the 2023 pool season therefore we were unable to utilize the heater that entire pool season. In 2024 the heater worked perfectly and we were able to utilize it the untire summer of 2024. We opened our pool in early May 2025 and when we turned the heater on it showed an error of **. We contacted the warranty contractor who we dealt with during the first issue and he came out to look at the heater. He was very polite and helpful and told us the ** error implied there was a leak and it would cost $1500 to repair since the heater was out of warranty. After calling Hayward to dispute the problem since we had already had so many issues with the first heater we were informed to fill out an escalation form and we would be contacted with a resolution. We did this and after 1 week of not hearing anything back (they said we would hear back in ***** hours) we called again. This time they informed us it would take ***** business hours to receive anything back. We waited patiently another 7-10 days and still heard nothing. We called again and the girl we spoke to said we would be contacted by the end of business today or early tomorrow. Being extremely frustrated by these unacceptable responses I called back. I spoke with a gentleman names **** and everything to him and asked for a manager. He explained that is not how the process works and I expressed to him I did not believe that and I needed to speak with someone who could give me answers. I was told it was not possible to speak with a manager. This is completely unacceptable for an appliance that cost almost 5k

  Business Response

  Date: 06/02/2025

  We will contact the customer to resolve.

  Customer Answer

  Date: 06/03/2025

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  Ashlynn *****

• Initial Complaint

  Date:10/11/2024

  Type:Product 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 Hayward W3900 ***** in July 2024 after many hours attempting to troubleshoot, utilizing a variety of support resources, the product is inoperable. I attempted to return the product to ******, but was told support/returns had to be processed through the Seller "BackyardPoolSuperstore". Backyard Pool Superstore repeatedly claimed that any support/return requests had to be directed to the manufacturer, Hayward. Below is the response from Hayward, over a month after sending several customer service requests by email:"Thank you for contacting the Hayward Holdings technical services team. I appreciate your patience on this matter. I apologize for the experience you've had with this cleaner. We are not able to process any returns or refunds are we do not have any direct sales. We only manufacture the product and sell it to distribution, who in turn sells it to retailers. With that said, we do have a network of local authorized service centers. This cleaner is very serviceable and if there's anything wrong with it they will be able to address it. To find your nearest authorized service center, please select "Product Repair / Warranty" as the purpose of search on our locator tool below."So the response is to pay for servicing of a brand new product that should be eligible for return. I am very dissatisifed and would caution others against purchasing Hayward products, particularly expensive ones, at the risk of losing that money without means of resolution.

  Business Response

  Date: 10/11/2024

  We will contact the customer to resolve.

• Initial Complaint

  Date:09/16/2024

  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.

  Trying to have someone call me about a part on a propane pool heater that needs replaced and is still under warranty. Called this company multiple times only to have them tell me someone will get back to me within the next day or to. One service person did and said he would get back to me the next day to resolve issue but a week later when there was no contact I tried calling him and his number was disconnected. Back to square one with this process called another time and was told someone will be calling within the next day or two and no one ever did. Going on two months now and today trying to call and no one is answering Im on hold for an hr and being told I made wrong selection. There are no other selections to press No supervisors to be had or connected to

  Business Response

  Date: 09/17/2024

  We will contact the customer to resolve.

• Initial Complaint

  Date:09/08/2024

  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.

  Purchased a pool cleaning robot, AquaVac 650 that keeps breaking down. Model is now discontinued

  Business Response

  Date: 09/09/2024

  We will contact the customer to resolve.

• Initial Complaint

  Date:08/19/2024

  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.

  I am writing to file a complaint against Hayward for their failure to honor their warranty for a salt generator that I purchased from an authorized Hayward company in the amount of $ ********. The salt generator was purchased and received on September 29, 2023, but it stopped working completely on July 22, 2024, less than year after I purchased it and still under warranty.I immediately filed reports with Hayward on july 23, 2024, and again on August 15, 2024, and August 16, ***************************************************************** replace the faulty salt generator. However, instead of addressing my concerns, Hayward referred me to repair companies that did not have availability to help me as they were no longer authorized warranty repair entities for Hayward due to not getting paid on previous claims. This issue has been going on for a month with no resolution and rude customer service agents' refusal to escalate the issue. I have incurred additional expenses to have technician s come out and determine the issue was, in fact, a faulty board. I have also incurred additional expenses for supplies to ensure my pool was chlorinated as the salt generator not working causes no chlorine in the pool.

  Business Response

  Date: 08/19/2024

  We will contact the customer to resolve.

  Customer Answer

  Date: 08/29/2024

  It is sad that it took making the complaint to get a resolution for a product under warranty that they were aware of for over a month!

• Initial Complaint

  Date:07/31/2024

  Type:Delivery 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 salt chlorinator from Hayward via my pool professional. My pool was completed on July 2, 2023. Since that date, my salt chlorinator has not work properly. The pool professional reached out to the rep here local and said that a part was on back order. This has been going on for two months now. I have myself called hayward and have been told 2 times now that a part is being mailed to me. At this time I have received nothing. I am asking that my system be replaced as this has been going on since I had my pool built. I have been told just to grab some tabs and shock and it'll be okay. If i wanted to purchase tabs and shock, I wouldn't have bought a hayward salt chlorinator. I need someone to contact me ASAP so that my pool will work correctly.I have a case number with Hayward. It is ******

  Business Response

  Date: 08/01/2024

  We will contact the customer to resolve.

• Initial Complaint

  Date:07/27/2024

  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 purchase a new O-ring for my Pool Filter from ********* but it did not work and Id like a refund or replacement Store said to contact manufacturer. It was $33.91 you can mail me a check or replacement to the address listed and name listed. Thanks

  Business Response

  Date: 07/27/2024

  We will contact the customer to resolve.

  Customer Answer

  Date: 07/27/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I will wait until I have been contacted to close out, they said they will contact me but have not been contacted yet. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  Business Response

  Date: 07/30/2024

  We contacted the customer yesterday and are addressing the concern as discussed.

• Initial Complaint

  Date:07/09/2024

  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.

  My OnCommand pool control unit completely stopped working so my pool is completely down. My local service provider submitted a warranty claim and it was approved by Hayward. That was over 2 weeks ago and Hayward is not responding to myself or my service provider as to status of needed parts to resolve the issue. My pool is completely down and ** getting no follow up. If the parts arent available, than they need to replace the unit.

  Business Response

  Date: 07/10/2024

  We will contact the customer to resolve.