Hayward Pool Products

I am a License Plumber in the State of Florida, so I deal a lot with AO smith Tankless Water Heaters, Delta, Moen, and instant Heaters from different manufactures, and Hayward customer Service, is the worst Customer service I've ever encountered in my 35 years of owning my own business...I will never buy another product from this company...THE WORST!

I purchased a brand new EC 65c from Jacks pools and Spas in Madison Ohio. Once installed we noticed DE leaking into the pool from the return. I reached out to Jacks and he said to disassemble the filter and check the fingers. I paid $600 dollars and am being told to take the unit apart. I did take it apart and found many of the brand new finger that were installed from the factory had stressed and stretched fabric that covers the finger. I had about a dozen new ones from my old filter so I replaced them. I sent photos to Jacks Pools and Spas and never herd anything from them. I contacted Hayward directly and spoke to a customer service rep who assigned me a inquiry number. She said the tech would call me to see the photos or to inspect the issues I had. The summer is over and I never herd from either Jacks or Hayward. I hope you don’t have any issues with Hayward products because you will be on your own to fix your brand new pump or filter. I am sorry I had such faith in Hayward and will look elsewhere going forward.

The below email was sent to [email protected] on 9-19-16 September 19th, 2016 To Whom It May Concern at Hayward Products: I would like to provide you with details regarding the service I received from
not only Hayward’s Pool Warranty Department, but also Hayward’s authorized pool professional for warranty Repair, *** *** ***. I do have to say that the majority of my email is a complaint against Hayward and its authorized pool professional, Leslie's, but I also want to note that I am a happy customer once again, thanks to the 2nd authorized pool professional, *** *** *** ***I ask that you take the time to thoroughly read my email so that you can work to rectify internal customer service issues as well as issues with *** *** ***. At one point during my complaint process with the Revdex.com, I was asking for a new Hayward Pool Cleaner since Hayward, nor *** could repair my product, but thanks to ***, I no longer need a new one as my cleaner finally works again, after being out of commission for approximately months. As filed with the Revdex.com (Complaint # ***) on August 24th, 2016: On or about July 18th 2016, the belt on the bottom of our Hayward Tiger Shark Pool Cleaner snapped in twoMy husband and I took the pool cleaner to Hayward’s authorized repair service center, “*** *** ***”, located at I-in ***, TexasThe pool cleaner worked just fine, we only needed a belt replaced since it busted in half* contacted us on July 29th to let us know it was repaired and ready for pick upWe arrived that evening and were told we had to pay $for the repairI questioned the repair cost as our vacuum was less than months old and it still had a year warranty leftThe *** store clerk informed us that the manager, ***, told him to charge us for the repair anyway since he had to replace a bearing in addition to the beltHe said the only way we could retrieve our cleaner was to pay the cost of repair, so we did as we were toldAs soon as I got in the car, I called Hayward’s warranty departmentThe gentleman with Hayward told me we should not have been charged $since it was under warrantyHayward then contacted *** and told them to refund the money to usI drove back to the *** store front to receive my refundAs soon as I got back home, I put the cleaner in the poolTo our surprise, it did not workThe cleaner powered on, but the belts never movedMy husband and I began following all troubleshooting steps online, but nothing workedWe immediately brought the cleaner back to *** that same nightUpon arrival, I asked the gentleman at *** if they tested the cleaner after they repaired itHe informed me that they do not test devices after repair so they do not know if the devices work or not prior to leaving their storeWe left the cleaner there anywayWe waited from July 29th to August 23rd for *** to repair our pool cleanerDuring that month, we were told a plethora of excuses from not only ***, but also HaywardAt one point, *** blamed Hayward for not shipping the necessary parts to them fast enoughAfter I called Hayward, they informed me that *** was misleading me because Hayward doesn’t ship parts to ***After plenty of frustration, I spoke with a lady named “***” from HaywardShe told me that she was dealing with the store manager “***” in regards to our cleaner, but she agreed that he was not being straight forward with what was going on*** told me she had to escalate our situation to the regional manager of ***, as well as the Regional manager of HaywardOn August 19th, *** informed me that the cleaner should be ready within the weekOn August 24th, my husband contacted *** to check on the status of the cleanerThey told him it was readyWe picked it up that day and brought it home to test itThe cleaner still did not workAs of right now, he is on his way back to *** to drop it offAt this point, I am asking for a new pool cleanerI feel I have patiently waited long enough for Hayward to resolve the problem with their contracted repair center, *** *** ***I do not know which company is more at fault, but I do know I paid to have a working pool cleaner with a year warranty and months into my purchase, I have a non-working cleanerPlease help me resolve this matter between Hayward, the company who promised me warrantied service. Desired Outcome/SettlementDesired Settlement: ReplacementSince I am without a cleaner, and the Hayward's contracted repair company is unable to repair it, I am requesting a new cleanerThe product is registered with Hayward's warranty department.Complaint DetailsNature of Complaint:Guarantee Or Warranty IssuesDate Problem Occured:7/19/12:00:AMDate(s) Complained:7/19/12:00:AM 8/18/12:00:AM8/19/12:00:AMPurchase Date:1/15/12:00:AMSalesperson:*** , THEPOOLMAN -Product/Service:TigerShark RC9990GR QC RoboticModel #:RC9990GR QC Robotic Inground Pool CleanerAccount #:Warranty Registration #***Order #:N/APurchase Price:879.0000Payment:In Full Credit CardDisputed Amount:$879.00 The above Revdex.com complaint was filed August 24th, 2016. That is the day my husband took the cleaner back to ***. That same day, *** informed us that they changed the motor in the cleaner, but since it still did not work for us, it must have been a defective motor. *** advised us to continue to wait until they could order another motor. Over the next week or so, I spoke with *** at Hayward a couple of times in regards to the repair*** advised us to go get the cleaner from *** since it was taking so long, and she would send “***” a manager from Hayward to our home to test the actual equipment. My husband picked up the cleaner from *** on or about September 2nd. *** at *** asked why we were picking up the cleaner as he said they ordered a new motor since the one that is currently in the cleaner did not workWe advised *** that Hayward told us to pick it up so that their manager could see if it worked or not. On September 6th, *** with Hayward came to our homeWe were not present as we my husband and I were at work*** called me mid-day to let me know the cleaner worked just fineI asked *** for a call back number or email so that I could contact him when we got home, but he refusedHe said Hayward managers cannot give out that information. When we arrived home that evening, we noticed that the cleaner did move back and forth in the bottom of the pool approximately times. When we plugged the cleaner in to test it, it did not work. Since *** did not provide us with a business card or contact information, we called *** back on September 7th. I explained to *** that the cleaner did not work and I asked that she send *** back to our house to meet my husband so they could see the problem was obviously intermittent. *** had *** call me and he refused to come back outHe said that he would come back out once we cleaned our poolI explained to *** that the pool was dirty due to us waiting over months for Hayward and *** to repair our cleaner, but he said that Hayward pool cleaners were not built to clean algae in a pool and that he would not come back to our home. After debating for over a week of “what do we do now?” we decided to take a chance with *** poolsI brought the cleaner into their storefront at *** *** *** *** on Friday, September 16th. Immediately upon arrival, the technician opened up the cleaner and said, “Whoever has been working on this has installed parts wrongThe motor and the power supply connection were installed incorrectly which was creating a short when water got inside of the cleaner.” The technician told us he would work on it and get all parts repaired and/or replaced. The technician called us on Monday to let us know it now works. He submitted a list of parts he had to replace since they were damaged due to improper installation issues. As of this evening, September 19th, the pool cleaner is in the pool and working again at 100%. In closing, I wanted you to know that I am disappointed in “***”, the manager at Hayward, for not knowing enough about his own equipment to realize that it was not properly put back together after *** supposedly repaired itIf *** could realize this by simply opening the cleaner and looking inside, then *** should have known this since he left the cleaner in my backyard opened so that I could see inside of it. I am also disappointed in the fact that neither ***, nor *** “believed” me or my husband the numerous times we called to complain that the cleaner was not working. I, at least, admitted that the problem may be intermittent, but *** and *** basically treated us like we were uneducated individuals who did not know how to use a pool cleaner. And last, I am very unhappy with Hayward’s authorized pool professional for warranty Repair, “***”. I will never do business with them again and I highly suggest you also reconsider. I am now a *** customer and will happily recommend them as the #pool service center in the Houston areaAfter months of going back and forth between Hayward and ***, I finally have a working pool cleaner and my pool is on its way to being clean again. In the future, I hope that it does not take months to repair my cleaner using Hayward’s authorized pool professionals for warranty repair and I also hope that Hayward's warranty department believes its customers when they explain to them that their equipment is not functioning properly. If it wasn't for *** pools, I would not be a happy customer again. Attached is picture of the parts *** replaced. Thank you for taking the time to read my concern, *** ***

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The below email was sent to [email protected] on 9-19-16? ? ? September 19th, 2016? To Whom It May Concern at Hayward Products:? I would like to provide you with details regarding the service I received from
not only Hayward’s Pool Warranty Department, but also? Hayward’s authorized pool professional for warranty Repair, *** *** ***.? I do have to say that the majority of my email is a complaint against Hayward and its authorized pool professional, Leslie's, but I also want to note that I am a happy customer once again, thanks to the 2nd? authorized pool professional, *** *** *** ***I ask that you take the time to thoroughly read my email so that you can work to rectify internal customer service issues as well as issues with *** *** ***.? ? At one point during my complaint process with the Revdex.com, I was asking for a new Hayward Pool Cleaner since Hayward, nor *** could repair my product, but thanks to ***, I no longer need a new one as my cleaner finally works again, after being out of commission for approximately months.? ? As filed with the Revdex.com (Complaint # ***) on August 24th, 2016:? On or about July 18th 2016, the belt on the bottom of our Hayward Tiger Shark Pool Cleaner snapped in twoMy husband and I took the pool cleaner to Hayward’s authorized repair service center, “*** *** ***”, located at I-in ***, TexasThe pool cleaner worked just fine, we only needed a belt replaced since it busted in half* contacted us on July 29th to let us know it was repaired and ready for pick upWe arrived that evening and were told we had to pay $for the repairI questioned the repair cost as our vacuum was less than months old and it still had a year warranty leftThe *** store clerk informed us that the manager, ***, told him to charge us for the repair anyway since he had to replace a bearing in addition to the beltHe said the only way we could retrieve our cleaner was to pay the cost of repair, so we did as we were toldAs soon as I got in the car, I called Hayward’s warranty departmentThe gentleman with Hayward told me we should not have been charged $since it was under warrantyHayward then contacted *** and told them to refund the money to usI drove back to the *** store front to receive my refundAs soon as I got back home, I put the cleaner in the poolTo our surprise, it did not workThe cleaner powered on, but the belts never movedMy husband and I began following all troubleshooting steps online, but nothing workedWe immediately brought the cleaner back to *** that same nightUpon arrival, I asked the gentleman at *** if they tested the cleaner after they repaired itHe informed me that they do not test devices after repair so they do not know if the devices work or not prior to leaving their storeWe left the cleaner there anywayWe waited from July 29th to August 23rd for *** to repair our pool cleanerDuring that month, we were told a plethora of excuses from not only ***, but also HaywardAt one point, *** blamed Hayward for not shipping the necessary parts to them fast enoughAfter I called Hayward, they informed me that *** was misleading me because Hayward doesn’t ship parts to ***After plenty of frustration, I spoke with a lady named “***” from HaywardShe told me that she was dealing with the store manager “***” in regards to our cleaner, but she agreed that he was not being straight forward with what was going on*** told me she had to escalate our situation to the regional manager of ***, as well as the Regional manager of HaywardOn August 19th, *** informed me that the cleaner should be ready within the weekOn August 24th, my husband contacted *** to check on the status of the cleanerThey told him it was readyWe picked it up that day and brought it home to test itThe cleaner still did not workAs of right now, he is on his way back to *** to drop it offAt this point, I am asking for a new pool cleanerI feel I have patiently waited long enough for Hayward to resolve the problem with their contracted repair center, *** *** ***I do not know which company is more at fault, but I do know I paid to have a working pool cleaner with a year warranty and months into my purchase, I have a non-working cleanerPlease help me resolve this matter between Hayward, the company who promised me warrantied service.? Desired Outcome/SettlementDesired Settlement:? ReplacementSince I am without a cleaner, and the Hayward's contracted repair company is unable to repair it, I am requesting a new cleanerThe product is registered with Hayward's warranty department.Complaint DetailsNature of Complaint:Guarantee Or Warranty IssuesDate Problem Occured:7/19/12:00:AMDate(s) Complained:7/19/12:00:AM 8/18/12:00:AM8/19/12:00:AMPurchase Date:1/15/12:00:AMSalesperson:*** , THEPOOLMAN -Product/Service:TigerShark RC9990GR QC RoboticModel #:RC9990GR QC Robotic Inground Pool CleanerAccount #:Warranty Registration #***Order #:N/APurchase Price:879.0000Payment:In Full Credit CardDisputed Amount:$879.00? The above Revdex.com complaint was filed August 24th, 2016.? ? That is the day my husband took the cleaner back to ***.? ? That same day, *** informed us that they changed the motor in the cleaner, but since it still did not work for us, it must have been a defective motor.? ? *** advised us to continue to wait until they could order another motor.? ? Over the next week or so, I spoke with *** at Hayward a couple of times in regards to the repair*** advised us to go get the cleaner from *** since it was taking so long, and she would send “***” a manager from Hayward to our home to test the actual equipment.? ? My husband picked up the cleaner from *** on or about September 2nd.? ? *** at *** asked why we were picking up the cleaner as he said they ordered a new motor since the one that is currently in the cleaner did not workWe advised *** that Hayward told us to pick it up so that their manager could see if it worked or not.? On September 6th, *** with Hayward came to our homeWe were not present as we my husband and I were at work*** called me mid-day to let me know the cleaner worked just fineI asked *** for a call back number or email so that I could contact him when we got home, but he refusedHe said Hayward managers cannot give out that information.? When we arrived home that evening, we noticed that the cleaner did move back and forth in the bottom of the pool approximately times.? ? When we plugged the cleaner in to test it, it did not work.? ? Since *** did not provide us with a business card or contact information, we called *** back on September 7th.? ? I explained to *** that the cleaner did not work and I asked that she send *** back to our house to meet my husband so they could see the problem was obviously intermittent.? ? *** had *** call me and he refused to come back outHe said that he would come back out once we cleaned our poolI explained to *** that the pool was dirty due to us waiting over months for Hayward and *** to repair our cleaner, but he said that Hayward pool cleaners were not built to clean algae in a pool and that he would not come back to our home.? ? After debating for over a week of “what do we do now?” we decided to take a chance with *** poolsI brought the cleaner into their storefront at *** *** *** *** on Friday, September 16th.? ? Immediately upon arrival, the technician opened up the cleaner and said, “Whoever has been working on this has installed parts wrongThe motor and the power supply connection were installed incorrectly which was creating a short when water got inside of the cleaner.”? ? ? The technician told us he would work on it and get all parts repaired and/or replaced.? ? The technician called us on Monday to let us know it now works.? ? He submitted a list of parts he had to replace since they were damaged due to improper installation issues.? ? As of this evening, September 19th, the pool cleaner is in the pool and working again at 100%.? In closing, I wanted you to know that I am disappointed in “***”, the manager at Hayward, for not knowing enough about his own equipment to realize that it was not properly put back together after *** supposedly repaired itIf *** could realize this by simply opening the cleaner and looking inside, then *** should have known this since he left the cleaner in my backyard opened so that I could see inside of it.? ? I am also disappointed in the fact that neither ***, nor *** “believed” me or my husband the numerous times we called to complain that the cleaner was not working.? ? I, at least, admitted that the problem may be intermittent, but *** and *** basically treated us like we were uneducated individuals who did not know how to use a pool cleaner.? ? And last, I am very unhappy with Hayward’s authorized pool professional for warranty Repair, “***”.? ? I will never do business with them again and I highly suggest you also reconsider.? ? I am now a *** customer and will happily recommend them as the #pool service center in the Houston areaAfter months of going back and forth between Hayward and ***, I finally have a working pool cleaner and my pool is on its way to being clean again.? ? In the future, I hope that it does not take months to repair my cleaner using Hayward’s authorized pool professionals for warranty repair and I also hope that Hayward's warranty department believes its customers when they explain to them that their equipment is not functioning properly.? If it wasn't for *** pools, I would not be a happy customer again.? ? Attached is picture of the parts *** replaced.? Thank you for taking the time to read my concern,? *** ***

We are currently working with this customer to resolve their issues.

We will contact the customer to resolve.