Raypak Inc.

We are working with customer to resolve complaint - Raypak does not deal directly with the consumer, so we need to work through dealers

Complaint:
I am rejecting this response because:
Raypak had been trying to work with MrU*** to address his concerns before the complaint was filed with the Revdex.comUnfortunately, MrU*** does not wish to accept Raypak’s analysis and solutions, and is determined to force Raypak into providing him with free product and/or reimbursement for expenses incurred outside of Raypak’s warrantyWhen we were notified of issues concerning our product, specifically a gasket failure, from Huron Valley Sales (Raypak’s Representative and MrU***’s contact), Raypak began researching the complaint with the subject pump gasketDuring Raypak’s investigation, there were reports from Huron Valley Sales (who was acting as our agent and intermediary with MrU***), that this customer’s carwash system lacked the proper water expansion tank, which could have over-pressurized the water system resulting in the pump gasket failure(s); this was coupled with the fact that the unit was out of warranty and was being maintained by personnel employed or contracted by MrU***Raypak worked with Huron Valley and the customer to determine the necessary repairs and sent parts to make the repairSoon afterward, Raypak’s Technical Department received the call directly from the customerThe customer informed the Raypak Technician (who was interviewed by Raypak management for specific details) that the gaskets received were of a different color than the installed gaskets; the Technician verified that the gaskets were correct, but mentioned that the color change in the subject gasket had not yet been documented on his Engineering drawing since it was a recent change from the gasket manufacturerThe customer took liberty with this information and formulated his own conclusions that the gasket was not the correct part and was out of specificationsRaypak, Inccurrently holds a Registered Quality Management System which meet the internationally recognized ISO 9001:requirementsThis quality system addresses both conforming and non-conforming products and takes necessary steps to ensure that purchased products, (including gaskets) conform to specific purchase requirementsWe, at Raypak, are proud of our registration and work hard to ensure that our products and processes conform to these strict requirementsMrU***’s declaration that Raypak uses non-conforming parts is based upon an erroneous perception and is wrongMrU*** has been informed on numerous occasions, by Huron Valley and Raypak, that the pump gasket provided was a suitable replacement partRaypak performed an exhaustive research effort and found no wide-spread failures with the subject pump gasketRaypak currently uses the very same pump gasket on current production products totaling in the hundreds of products built, shipped and installed since the gasket change without leaking or reported failuresRaypak has replied to MrU***’s multiple queries, but he does not seem to accept our answer I have attached the above response provided by Raypak and don’t agree that it is outside the warranty periodThe gaskets failed within the warranty period and we feel we were sold the wrong gasketsWhen the gaskets failed we called into to tech support who indicated to us that we were using the wrong gaskets and the new improved gaskets were in fact now “black” in color when compared the previous red gaskets we were provided by Huron ValleyI contact both Huron valley who confirmed we were sold the correct gasket and it was not a issue of wrong partSo we moved forward and re-ordered the gaskets which showed up to be black in color, pic below shows the difference in the gaskets we received for the same part no:
The gasket which blown out was the red one on the left, which is in my opinion is a different grade than the black oneWe were told by Raypak that it was only the color that changed and the gaskets are in fact the sameWe incurred 10’s of thousands in new parts and over $35k in loss of revenueWe request that Raypak stand behind their product and offer a refund, or partial payment on the loss caused by the delivery of the wrong gasketThe gasket was replaced by a certified tech, and still blow out
Also, Raypak has failed to respond to the fact that we have refunded injector pumps new in condition and were not given a credit, even though we were told we would have been given a creditWe have a lot of new parts to refund but would request Raypak act in good faith and issue the credit on the injector pumps already refunded and issue credit on any of the parts we send backCredit receipt below, but we have not been issued a credit on our credit cardWhere is the credit? We were told in an email to refund the pumps and we will not be charged a re-stocking fee and a issue creditRaypak has failed to issue us the creditSince were in Canada, we feel Raypak and Huron Valley feel that they can take advantage of the situation
Resolution:
Credit for the parts we have already sent
Credit for the parts we currently hold in our possession
Credit for the parts which we had to replace due to the incorrect gaskets sold to usValues given to us for the loss of revenue we incurredRegards,
*** U***

My apologies on the second heat exchanger mixup - apparently, the offer of a discounted heater was made at the same time and the heat exchanger never shippedOur offer for a discounted heater still applies; however, we have serious concerns about the water chemistry in MrM***'s pool. Our Service Department will contact MrM*** to discuss this offer

Complaint: 10768231
I am rejecting this response because:I already explained this and the repair center confirmed with Raypak that the problem was a manufacturer defect not water chemistry. The failed part was repaired, but this only fixed the defective part. The failure of the part resulted in the entire inside of the heater unit being destroyed from intrusion of water pouring on critical electronic and combustion components. I should have gotten a new heater when the initial part failed. I am anxious to hear what the local service center responds with and would like an update. Thank you.
Regards,
P[redacted]

Complaint: 10823490
I am rejecting this response because:
The Company did not...

respond, can someone please contact me on this?I have filled out the issue, and the desired resolution with no response from the company.
Regards,
M[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10391761, we are currently attempting to work with...

a local company that works with Raypak.  
Regards, [redacted]

Because of our delay in responding, a replacement heat exchanger is being sent, at no charge, to Aquapure to install in the heater. Our apologies for the delay.

Raypak regrets that Mr. [redacted] has experienced problems with his heater. Raypak does not sell directly to the home owner, so we are working with Weaver Pool and Spa to help Mr. [redacted].

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 9952125, and find that...

this resolution is satisfactory to me.   Raypak called me and was very apologetic for the breakdown in the system that lead to the delay in processing my claim.
Regards,
[redacted]

Raypak products should be installed by licensed professionals in accordance with all local, state and federal regulations.  Raypak warranties are clear that, should products not be installed by professionals and conform to all regulations, the warranty is void.
We have asked Spa...

Inspectors to make an exception in this case to reimburse the customer for the part and labor.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11464678, and find that this resolution is satisfactory to me.
Regards,...


K[redacted]

I am submitting this solely as a question and to provide insight to others:
My sister had a gas Rheem pool heater installed a few years ago. The unit had two burners not burning correctly and would blow the rollout limit often. The installer (a personal friend of mine, Mega Pool Warehouse) was of no help. She had warranty service performed and they told her it was a inlet gas pressure issue and wind. The technician said he cannot adjust the external pressure regulator and she needed to call the gas company. Gas company came out and said inlet pressure was within spec on the data tag. Pool tech came back out and said it's gotta be wind.
Fast forward to out of warranty period, my sister asked if I would look at it. I am an HVAC technician but have no experience with a Raypak. I checked inlet and manifold gas pressures, both were OUT of factory spec. I adjusted them to be right in the middle of the given respective ranges. Still found it not burning correctly. I pulled the burner assembly and found two of the 13 ribbon burners had spider webs (which I predicted was the issue).

I also found the burner manifold had the shavings and disks from when the orifice openings were tapped. After the ribbon burners were cleaned and the crap dumped out of the manifold, the heater is burning correctly and with gusts of wind, no rolling out.

So my question is, should the manifold have been cleaned out before assembly? This seems unacceptable to me. I am also disappointed with the technician not pulling the burners out and checking for an obstruction. Sorry I don't have more info for the service company.

Review: Spa heater under warranty failed. Raypak refuses to work with their local agent to resolve this issue. Raypak customer service rep hung up on technician from Big Island Mechanical (their local rep for this area.) I got involved only to be promised a call back by Robert Cantu (?) in Customer Service which I have not received in over a week despite leaving multiple messages. We have been unable to use our spa since it broke on Christmas day. Warranty is to expire 2/3/15.Desired Settlement: I want our Raypak spa heater model 106A either repaired or preferably replaced under warranty. There is now significant rust on the inside of the cabinet caused when the heat exchanger broke and our spa proceeded to drain itself of 1500 gallons of water through the defective heat exchanger.

Business

Response:

We are working with customer to resolve complaint - Raypak does not deal directly with the consumer, so we need to work through dealers.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10391761, we are currently attempting to work with a local company that works with Raypak.

Regards,

Review: I purchased a Raypak swimming pool heater with a two year warrantee, 4/27/2013 from Norbert pools. The heater started leaking in September 2013. I called Norbert Pools and was given the Raypak factory phone number since Norbert didn't service gas heaters, Norbert has since gone out of business and can provide no assistance. Raypak referred me to Aquapure-IL and I spoke with C[redacted] who was very understanding of my wanting to return the pool so service quickly to enjoy the rest of the swim season. She sent technicians out and inspected the heater and determined the heat exchanger needed replacement. After a few days I was told by C[redacted], Raypak requested water samples, so she sent technicians back out to test the water, after I had not been able to run the pump for several weeks. I waited weeks for the analysis, calling every few days. Finally was told to just close the pool for the year. Now over 5 months have passed since the heater failed after less than 5 months of use. I have called Raypak customer service and was transferred to a "manager's" voice mail and did not receive a call back.I have also called Aquapure and emailed them without them being able to give me any answers. They had even told me last fall that they had prepared a quote for the necessary parts incase Raypak did not cover them but were still trying to get a decision from Raypak. Last week I finally got fed up and sent email to several members of Raypak management and their website contact us form. I did receive an email from them asking for information about my contact and saying they would look into things. The email also warned me that Leaking heat exchangers are most commonly caused by poor water chemistry and thus are not covered by warranty. An inspection of the part makes it very easy to tell why it failed. If so easy why did their technicians not do it last year and put the pool back in service. I feel after 5 month of excuses, now they are once again not standing behind their product.Desired Settlement: I feel that after losing use of the pool and being strung along with repeated delays last fall while hoping to get the heater repaired in a timely manner Raypak should supply a replacement heat exchanger and necessary gaskets so that I can get the heater back in service as quickly and cheaply as possible for all parties involved. I am a qualified engineer with over 20 years with heat exchanger design and repair experience and would be happy to do the work myself as I told Aquapure last year.

Business

Response:

Because of our delay in responding, a replacement heat exchanger is being sent, at no charge, to Aquapure to install in the heater. Our apologies for the delay.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9952125, and find that this resolution is satisfactory to me. Raypak called me and was very apologetic for the breakdown in the system that lead to the delay in processing my claim.

Regards,

Review: Hi,We have been dealing with Raypak through their distributed Huron Valley, and have numerous problems with the Raypak Xtherm boiler utilized in our car wash. We have sunk a lot of money into our boiler due to a blown gasket which took out numerous components down from the gasket. We replaced the gasket with the replacement gaskets sent to us by Huron Valley as per ordered by Raypak and they blew out 6 months after install once again taking out all the recent replacement parts. We called into Raypak tech support who indicated we received the wrong gaskets, after bringing this to our sales person attention we were told in fact we were sold the right gaskets and there was no changeWe proceeded to once again order new gaskets to replace the blown gaskets, and we received the new and improved gaskets. This indicates that we were sold the wrong gaskets causing the blow out, we have pics of the gaskets next to each other showing clear difference in both color, and grade. We bought this to Raypak attention who has taken 3-4 months with no solution just indicating there is no difference. We have paid over 13,000 in parts and labour and cost about 42k in lost revenuesDesired Settlement: I would like a refund for the parts and labour we had to replace due to the wrong gasketsOn a seperate note, we had refunded injector pumps and we're told in writing we were going to get a refund but have received nothing. We have called and emailed Raypak numerous times with no response.We would also like to see this company down graded so other consumers are aware of the issue

Business

Response:

We just received this complaint on September 29, 2015. We are investigating the complaint and will respond shortly.

Consumer

Response:

Review: 10823490

I am rejecting this response because:The Company did not respond, can someone please contact me on this?I have filled out the issue, and the desired resolution with no response from the company.Regards,

M[redacted]

Business

Response:

Raypak had been trying to work with Mr. U[redacted] to address his concerns before the complaint was filed with the Revdex.com. Unfortunately, Mr. U[redacted] does not wish to accept Raypak’s analysis and solutions, and is determined to force Raypak into providing him with free product and/or reimbursement for expenses incurred outside of Raypak’s warranty.

When we were notified of issues concerning our product, specifically a gasket failure, from Huron Valley Sales (Raypak’s Representative and Mr. U[redacted]’s contact), Raypak began researching the complaint with the subject pump gasket. During Raypak’s investigation, there were reports from Huron Valley Sales (who was acting as our agent and intermediary with Mr. U[redacted]), that this customer’s carwash system lacked the proper water expansion tank, which could have over-pressurized the water system resulting in the pump gasket failure(s); this was coupled with the fact that the unit was out of warranty and was being maintained by personnel employed or contracted by Mr. U[redacted]. Raypak worked with Huron Valley and the customer to determine the necessary repairs and sent parts to make the repair.

Soon afterward, Raypak’s Technical Department received the call directly from the customer. The customer informed the Raypak Technician (who was interviewed by Raypak management for specific details) that the gaskets received were of a different color than the installed gaskets; the Technician verified that the gaskets were correct, but mentioned that the color change in the subject gasket had not yet been documented on his Engineering drawing since it was a recent change from the gasket manufacturer. The customer took liberty with this information and formulated his own conclusions that the gasket was not the correct part and was out of specifications.

Raypak, Inc. currently holds a Registered Quality Management System which meet the internationally recognized ISO 9001:2000 requirements. This quality system addresses both conforming and non-conforming products and takes necessary steps to ensure that purchased products, (including gaskets) conform to specific purchase requirements. We, at Raypak, are proud of our registration and work hard to ensure that our products and processes conform to these strict requirements. Mr. U[redacted]’s declaration that Raypak uses non-conforming parts is based upon an erroneous perception and is wrong.

Mr. U[redacted] has been informed on numerous occasions, by Huron Valley and Raypak, that the pump gasket provided was a suitable replacement part. Raypak performed an exhaustive research effort and found no wide-spread failures with the subject pump gasket. Raypak currently uses the very same pump gasket on current production products totaling in the hundreds of products built, shipped and installed since the gasket change without leaking or reported failures.

Raypak has replied to Mr. U[redacted]’s multiple queries, but he does not seem to accept our answer.

Consumer

Response:

Review: 10823490

I am rejecting this response because:Raypak had been trying to work with Mr. U[redacted] to address his concerns before the complaint was filed with the Revdex.com. Unfortunately, Mr. U[redacted] does not wish to accept Raypak’s analysis and solutions, and is determined to force Raypak into providing him with free product and/or reimbursement for expenses incurred outside of Raypak’s warranty. When we were notified of issues concerning our product, specifically a gasket failure, from Huron Valley Sales (Raypak’s Representative and Mr. U[redacted]’s contact), Raypak began researching the complaint with the subject pump gasket. During Raypak’s investigation, there were reports from Huron Valley Sales (who was acting as our agent and intermediary with Mr. U[redacted]), that this customer’s carwash system lacked the proper water expansion tank, which could have over-pressurized the water system resulting in the pump gasket failure(s); this was coupled with the fact that the unit was out of warranty and was being maintained by personnel employed or contracted by Mr. U[redacted]. Raypak worked with Huron Valley and the customer to determine the necessary repairs and sent parts to make the repair. Soon afterward, Raypak’s Technical Department received the call directly from the customer. The customer informed the Raypak Technician (who was interviewed by Raypak management for specific details) that the gaskets received were of a different color than the installed gaskets; the Technician verified that the gaskets were correct, but mentioned that the color change in the subject gasket had not yet been documented on his Engineering drawing since it was a recent change from the gasket manufacturer. The customer took liberty with this information and formulated his own conclusions that the gasket was not the correct part and was out of specifications. Raypak, Inc. currently holds a Registered Quality Management System which meet the internationally recognized ISO 9001:2000 requirements. This quality system addresses both conforming and non-conforming products and takes necessary steps to ensure that purchased products, (including gaskets) conform to specific purchase requirements. We, at Raypak, are proud of our registration and work hard to ensure that our products and processes conform to these strict requirements. Mr. U[redacted]’s declaration that Raypak uses non-conforming parts is based upon an erroneous perception and is wrong. Mr. U[redacted] has been informed on numerous occasions, by Huron Valley and Raypak, that the pump gasket provided was a suitable replacement part. Raypak performed an exhaustive research effort and found no wide-spread failures with the subject pump gasket. Raypak currently uses the very same pump gasket on current production products totaling in the hundreds of products built, shipped and installed since the gasket change without leaking or reported failures. Raypak has replied to Mr. U[redacted]’s multiple queries, but he does not seem to accept our answer. I have attached the above response provided by Raypak and don’t agree that it is outside the warranty period. The gaskets failed within the warranty period and we feel we were sold the wrong gaskets. When the gaskets failed we called into to tech support who indicated to us that we were using the wrong gaskets and the new improved gaskets were in fact now “black” in color when compared the previous red gaskets we were provided by Huron Valley. I contact both Huron valley who confirmed we were sold the correct gasket and it was not a issue of wrong part. So we moved forward and re-ordered the gaskets which showed up to be black in color, pic below shows the difference in the gaskets we received for the same part no:The gasket which blown out was the red one on the left, which is in my opinion is a different grade than the black one. We were told by Raypak that it was only the color that changed and the gaskets are in fact the same. We incurred 10’s of thousands in new parts and over $35k in loss of revenue. We request that Raypak stand behind their product and offer a refund, or partial payment on the loss caused by the delivery of the wrong gasket. The gasket was replaced by a certified tech, and still blow outAlso, Raypak has failed to respond to the fact that we have refunded injector pumps new in condition and were not given a credit, even though we were told we would have been given a credit. We have a lot of new parts to refund but would request Raypak act in good faith and issue the credit on the injector pumps already refunded and issue credit on any of the parts we send back. Credit receipt below, but we have not been issued a credit on our credit card. Where is the credit? We were told in an email to refund the pumps and we will not be charged a re-stocking fee and a issue credit. Raypak has failed to issue us the credit. Since were in Canada, we feel Raypak and Huron Valley feel that they can take advantage of the situation. Resolution:Credit for the parts we have already sentCredit for the parts we currently hold in our possession Credit for the parts which we had to replace due to the incorrect gaskets sold to us.Values given to us for the loss of revenue we incurred.Regards,[redacted]

Review: I had purchased a pool water heater from Raypak, and after 3 relacement/reoair tries, the heater not only still leaked once again, but the pilot light went out, and gas was leaking into my backyard. Fortunately there was no explosion, but the safety issue is clear. The company manager, Dave Coates, refused to send a service person or replacement heater, once again.Buyer beware of Rheem pool heaters!They are not safe, and are not warranted!Desired Settlement: I need a new replacement heater installed of a different brand with a decent warranty.

Business

Response:

Prior to the Spring of 2014, Raypak replaced two heaters at this location and sent out parts, all at no charge, and subsequently determined that the heaters failed due to extreme chemical damage caused by a failure to monitor proper chemical balance in the pool water (not covered under warranty).

In the Spring of 2014, Raypak informed the customer that no further allowances would be made for any chemical-damaged equipment. The customer then threatened Raypak with a lawsuit and Raypak turned the matter over to our Legal Department. We consider this matter closed.

Consumer

Response:

Review: 10870713

I am rejecting this response because:no chemical imbalance was present - the heaters all had the same faulty parts that rusted and leaked!

Regards,

D[redacted]

Business

Response:

Raypak is sorry the customer did not appreciate our attempts to repair/replace our heaters and resolve the ongoing chemistry issues at the site in question.

Unfortunately, once the customer threatens legal action, we are required to turn the problem over to our Legal staff.

Raypak considers this issue closed.

Consumer

Response:

Review: 10870713

I am rejecting this response because:

No legal action was taken by me, and the heater parts did not work as promised. This is not closed by any means, and I hope the Revdex.com can get this issue resolved.

Regards,

D[redacted]

Review: I purchase a Raypak heat exchanger for an in-ground swimming pool, used it 4 months, and it no longer worked. I had a Hayward heat exchanger for 12 years, never had a problem. I have a DEP Water License for 35 years and I am a water superintendent for Indiana County Water Municipal Service Authority, which serves water to all residence in the county where I live. I test my water once in the am, and at night, my water quality has always been correct. Which being said, my Hayward was a superior product, it lasted 12 years, same water, same testing procedure. I received a letter from your sales District Manager, [redacted], 5 months after I called to have my heat exchanger turned in for repair on warranty, and he states problems caused by water conditions and warranty is not valid. From my conversation with him, he stated that he does NOT have a DEP Water license or any certification of water testing, so how can he determine that it was issue cause by me, not his product? My opinion, he wants to not honor a warranty. I personally will NEVER by a RAYPAK product and will advised anyone who is in the market to purchase pool products, to purchase Hayward Pool Products, they stand by their product, and its stand for it self. I treat water on a daily basis, report to the DEP monthly on findings, and do testing daily for the Water Authority that I maintain, and will not have some salesman tell me that I do not do my job properly, when the only license he probably has is to drive a car. He stated that if the water quality is not PERFECT in his eyes, your product will fall in two weeks! That statement shows your product is of poor construction. I will not pay any bill I receive for repair for this defective product.Desired Settlement: Would like my money back, I will return heat exchanger, and purchase a Hayward Product, which they will stand behind. I purchased Raypak product 5/15/13, installed 6/20/13, used solar cover to keep heat in summer, didn't use heater often. Closed pool after Labor Day, drained lines and winterized. Opened pool in May 2014, drained pool water to replace liner. Had liner installed June 13, 2014, used heater until July 21, 2014 started having problems. Total months used heater approx 4 months

Business

Response:

Raypak regrets that Mr. [redacted] has experienced problems with his heater. Raypak does not sell directly to the home owner, so we are working with Weaver Pool and Spa to help Mr. [redacted].

Review: I purchased a Raypak 206a digital ignition gas pool heater to replace my old millivolt Raypak pool heater. The purchase was in May 2013 on a brand new piece of equipment. I had the unit professionally installed and started using it the first week of June 2013. It ran June, July, August and was shut down and winterized the first week of September that year. In mid May 2014 my pool service company opened my pool. The Raypak heater ran for 1 week then white smoke started billowing out of the unit. I called Raypak and they referred me to the local service center. The service center took almost 3 weeks to come out, canceling on me twice. The technician evaluated the unit and said the heat exchanger had a crack in the weld seam and was a manufacturer defect. I fought Raypak for about a month before getting them to authorize a warranty repair. The service company took another two weeks to repair the unit. It cost me $1600 which is the price of the heater and I was refunded only $1100 because Raypak said that was all they would authorize. So, $500 out the drain and 6 weeks of not being able to hear my pool and I thought it would be okay. But, two weeks after the repair, I noticed the unit leaking water. The service company blamed my water this time and said I would have to pay for them to do further repairs. However, in examining the unit a we things were obvious. One, the blown heat exchanger had split and dumped water all over the electronics and burner assembly inside the heater. Two, the excessive heat from the original damage warped the intake and outlets and you could see visible seeping there. So, new gaskets were installed and the leak went away. So, fast forward to 2016. Once again the unit was started up in May. Mind you, this heater has seen only a total of about 6-7 months of active duty. Mid way through this summer, the whole burner assembly is rusted and malfunctioning. The pilot assembly needed to be replaced. The entire inside the heater is a rusted mess and looks like it is 15 yrs old.Desired Settlement: I would like a refurbished or new unit to replace this heater. The original heater core damage leaked water into the entire inside of the heater and destroyed it. Even though a new exchanger was provided, the damage was done. I have seen many reviews on this heater and service from Raypak and 9 out of 10 cite terrible service and lack of support from Raypak/Rheem. I am shocked to see they have a good standing with the Revdex.com. I can refer to many examples of disgruntled customers and write ups.

Business

Response:

Raypak is sorry the customer is having issues with our heater.

Our initial investigation indicates the heater had problems with water chemistry, and Raypak has replaced one heat exchanger at no cost to the customer, even though water chemistry issues are not covered under warranty.

We have reached out to the warranty station to collect additional information, but have not received any as of this date. We will continue to investigate and, if our product has failed due to manufacturing defect, we will work with the customer to make sure the product is fixed or replaced.

Consumer

Response:

Review: 10768231

I am rejecting this response because:

I already explained this and the repair center confirmed with Raypak that the problem was a manufacturer defect not water chemistry. The failed part was repaired, but this only fixed the defective part. The failure of the part resulted in the entire inside of the heater unit being destroyed from intrusion of water pouring on critical electronic and combustion components. I should have gotten a new heater when the initial part failed. I am anxious to hear what the local service center responds with and would like an update. Thank you.

Regards,

P[redacted]

Business

Response:

I contacted the warranty station and, unfortunately, their records do not back up Mr. Mc[redacted]'s version of events.

I have attached the invoices from H[redacted] & R[redacted] (warranty station) and note that they never diagnosed the problem as a "crack in the weld seam and was a manufacturer defect" - H&R told the customer to contact Raypak to see if he could get the problem covered under warranty, even though H&R suspected chemical damage (not covered). This was the reason for the delays in replacement. Raypak agreed to replace the heat exchanger at no cost to the customer. The additional $500 paid by the customer was to cover a bypass and associated components on his installation that were missing/damaged. None of these components were Raypak's responsibility. Also, according to H&R, the unit was completely checked for any leaks after the heat exchanger was replaced (on 6/17/14 and 6/25/14). H&R never replaced any gaskets or seals on the unit, other than those associated with the heat exchanger replacement.

The unit was discovered to have significant chemical damage on 8/11/14, when H&R returned to the site. The customer was also warned about dry-firing (heater firing without water flow - pump/filter shut down), which causes excessive heat in the unit and can warp the metal. H&R cautioned Mr. Mc[redacted] that this would destroy the unit and recommended that he contact his Pool Professional to correct the situation.

We have no information that any of these problems have been corrected, nor have any Raypak warranty stations visited the site since August 2014.

Based on this information, and lacking any other information to the contrary, Raypak believes that we have exceeded in our obligation to the customer by replacing the heat exchanger at no cost to the customer. We also believe that the heater is being damaged by out-of-tolerance water chemistry, and we believe that the unit is subjected to repeated dry-firings - both of which are non-warranty conditions.

Please see attached documents.