Nancy B Uyx

Hayward Ecostar variable speed pump drive stalled

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Our pool is 5years in age. Hayward Variable Speed Pump drive stalled. Certified repair technicians are advising that Hayward knows about this issue and has for last 3-4 years. They do not recommend repairing the unit. Replacing this unit $ 1600.00. I found this horrible if every 5 years I need to purchase a pool pump. I wont be buying another Hayward Pump. The company needs to step in an assist the customers with this issue. If it is know issues with this model. I would like some type of assistance. I contacted the customer service all they did is take my name and contact and said someone would call me back. No one has called back. Glad it was not urgent!!!
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Reason of review:
Damaged or defective

Preferred solution: Let the company propose a solution

1 comment
Newell Meh

Thank you for sharing your feedback. I’d like to hear more about this and offer my assistance. You can reach me directly at CustomerSupport@***.com Regards, Hayward Customer Support

Susan B Qvm

Bad Product: PowerFlo LX 1 HP

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I purchased a Power Flo LX pump for my pool in June of 2018. In July of 2019 the pump just shut down. When I called the company I was told there was only a 1 year warranty. I am upset because one month after the warranty ends the pump is out of service. I was told that we purchase a car with a limited warranty , not sure what that has to do with a pool pump but ok. I was told I would have to hire a professional to look at the pump and repair at my cost. It is not common for a pool pump to fail after one year. I purchased this product because it was recommended to me. It definitely will not be my recommendation going forward.
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Loss:
$186
Reason of review:
Warranty issue

Preferred solution: Either have a repair person come out to repair at the company's cost or replace the product.

1 comment
Newell Meh

Thank you for sharing your feedback. I’d like to hear more about this and offer my assistance. You can reach me directly at CustomerSupport@***.com Regards, Hayward Customer Support

John m Rqw
map-marker Boyd-Rhome, Texas

My new 2 year old sand filter and my H100ID gas heater broke down within two years

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I will start with my sand filter model # S166TW sand filter failed at the seems with pinholes, it’s garbage. Two years old!!! Gas heater H100ID. I kept the chemicals perfect. Broke down 2nd season, it’s garbage. This company has no integrity or quality control. STAY AWAY!!!
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Loss:
$500
Cons:
  • No quality control
Reason of review:
Bad quality

Preferred solution: Let the company propose a solution

Jerry S Orw

Warranty does not cover labor??

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I bought and installed a new Hayward Powerflo Matrix Series pump on 05/29/2019. On 07/12/2019, I noticed the pump is leaking water between the basket and the pump. I called Hayward and they gave me a list of local authorized repair shops to contact for warranty repairs. The repair shop says the Hayward warranty is good for one year, but is only for parts, not labor. His labor is $175.00 to fix it. He said it may be something as simple as a $5-$10 seal, but it will cost me $175.00 to find out! I thought I was buying quality when I paid for the Hayward name.....Never again!
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Loss:
$505
Reason of review:
Bad quality

Preferred solution: I want the pump repaired or replaced

1 comment
Newell Meh

Thank you for sharing your feedback. I’d like to hear more about this and offer my assistance. You can reach me directly at CustomerSupport@***.com Regards, Hayward Customer Support

Anonymous
map-marker Saint Augustine, Florida

Lack of Customer Support

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Hayward has a widespread outage and when I tried to get a support tech to assist it was by email only, they admitted problem was on their end and after 9 days of email (they won’t call you) they said I had to pay to have a local tech come repair the issue (again they admitted in writing was their problem). F for fail !
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1 comment
Newell Meh

Thank you for sharing your feedback. I’d like to hear more about this and offer my assistance. You can reach me directly at CustomerSupport@***.com Regards, Hayward Customer Support

Peter S Qce
map-marker East San Gabriel Valley, California

Four year old Tiger Shark died

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I called Hayward to tell the that my only four year old $ 1200.00 Tiger Shark just would not work when I put it in the water a couple of weeks ago. The woman on the phone with whom I spoke told me to send an email and someone "might" get back to me in a couple of days.

I had previously sent an email with no response from Hayward. I took my Tiger Shark to the only guy in the area who fixes them and he told me that water had gotten into the motor and it would cost me at least $600.00 for a new motor and because it was a remote unit a new cord would be at least $ 200.00.

When I spoke to the customer rep she told me that "most likely" nothing could be done.

the guy at the fix it place told me a new one that was not a remote would cost me $1100.00.

Four years at $ 1200.00 comes out to $ 300.00 per year. For that we could have hired a pool person to come and vacuum our pool every week all summer. We live about 10 miles north of Boston so we have only about four and a half months of pool usage and the Tiger Shark was used VERY infrequently.

Our last Tiger Shark lasted 9 years.

That is "somewhat acceptable but four years for $ 1200.00 leaves a VERY bad taste in my mouth.

My advise is find a much less expensive product NOT made by Hayward. Their customer service for something out of warranty is terrible.

View full review
Loss:
$1200
Cons:
  • Customer service
  • Support
  • Customer service and support
Reason of review:
Poor customer service

Preferred solution: Full refund

1 comment
Newell Meh

Thank you for sharing your feedback. I’d like to hear more about this and offer my assistance. You can reach me directly at CustomerSupport@***.com Regards, Hayward Customer Support

Jaxen Nwh
map-marker Adkins, Texas

App not working

App will not work pool and not happy
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2 comments
Guest

I have had nothing but trouble Was out of service for 3 months last year Dealing with customer service was a joke Now it isn’t working still have many calls outstanding with service rep

Newell Meh

Thank you for sharing your feedback. I’d like to hear more about this and offer my assistance.

You can reach me directly at CustomerSupport@***.com.

Please reference #162**** in your reply. Regards, Hayward Customer Support

View more comments (1)
Tim B Ygm
map-marker Rochester, Michigan

Horrible customer service

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Haven't been happy with the Hayward products so far. Should not have let my pool guy switch me from Pentair. The bigger issue is their customer service. Need tech help with their omni controls so I called customer service. Waited on the phone for 40 minutes only to be told that a technical rep would have to call me to answer any questions. Oh and it would take up to 48 hours for them to call back. Two days later I miss a call during the day as I was in a work meeting. Message says that I can check their website for useful information or call a dealer but no direct contact number to get a hold of the technical rep. Today I called the number back off caller id and it puts me back to their general number and again its a 45 min wait. Finally get a hold of someone and he tells me he cannot connect me to technical service and again they will have to call me back. Another 48 hours (actually longer as its Friday and the weekend won't count). Horrible customer service - Don't buy Hayward.
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Reason of review:
Poor customer service
1 comment
Newell Meh

Thank you for sharing your feedback. I’d like to hear more about this and offer my assistance. You can reach me directly at CustomerSupport@***.com Regards, Hayward Customer Support

Anonymous
map-marker Gretna, Louisiana

DONT BUY HAYWARD

horrible customer service and warranty DOES NOT cover labor!!!! You can never speak to anyone higher up on phone. 48 hrs before a call back. pump broke in 4 months!!!!!!!!! I can not find anyone to come out and look at pump!!!!!!!!!!
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1 comment
Newell Meh

Thank you for sharing your feedback. I’d like to hear more about this and offer my assistance. You can reach me directly at CustomerSupport@***.com Regards, Hayward Customer Support

Bj a

Poor product.. even worst communication

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We purchased a Goldline Aquarite Salt Chlorine Generator in March of this year. It is June and it is giving false readings and not working correctly. When my wife contacted Hayward, we were told to test the water until under 3000 reading. Take a water sample to our local dealer (pinch a Penny). Pinch s penny ran the diagnostics.. the Goldline is definitely not working. However, pinch a penny said we just call Hayward again. I called, waited 1 hour, on the phone. Then was told leave a number and I would receive a call back , which I did. As I explained the issue and the simple question, what do we do next? I was told it would be escalated and would receive a call that afternoon. After 2 hours , I called back.. no answer.. no call back... being issued from Hayward to the local dealer pinch a penny, back to Hayward and no communication, is not only aggravating , but dissapointing.. as I have two friends putting in salt systems , I called them last night and explained not to go the direction I had suggested .. There should be quality control on products shipped out , such as this Salt Chlorine generator.. but most of all , dissapointment in the Heyward customer service..
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1 comment
Newell Meh

Thank you for sharing your feedback. I’d like to hear more about this and offer my assistance. You can reach me directly at CustomerSupport@***.com Regards, Hayward Customer Support

ash f

Given the run around

I have talked to Hayward office several times. I have asked for a reliable and qualified rep to attend to my Hayward equipment, specifically why a new Chlorinator in perfect condition does not produce chlorine. I have a complete Hayward set up from pump to filter, valves, heater, blower chlorinator control board with additional indoor remote board etc. They referred me to their site to find a technical rep. None have responded to my frequent requests. Back to Hayward Technical Support three times more and was again directed to their site. They have good equipment but very questionable service. After this I'll probably be black listed; but I had to express my frustration with them.
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Reason of review:
bad technical service

Preferred solution: Let the company propose a solution

3 comments
Newell Meh

Thank you for sharing your feedback. I’d like to hear more about this and offer my assistance. You can reach me directly at CustomerSupport@***.com Regards, Hayward Customer Support

Guest

We are having the exact same problem! Hayward customer service sucks.

Once they sell you their product, they could care less about you as a customer. Now I know why their products only come with a 1 year warranty, because they are *** just like the customer service. We purchased a new salt pool system by Hayward in April 2016. We had the pool company set up everything so we knew it would be done correctly.

We started having problems within months of purchase. We have now had the pool system 3 years in April and have had to replace the salt cell 3 times, a new motor and mostly recently we have purchased an entire new generator system and cell again! I have contacted the pool company we purchased from over and over again to ask why are we having so many issues and they refer me to Hayward who gives me the run around telling me to contact a local dealer. I have read and reread the manual.

I have watched every trouble shooting video out there and read every trouble shooting article and nothing works. I contact Hayward's customer service number only to be told that they no longer do customer support by phone, that I need to go to their troubleshooting area on their website. When I tell them I have tried all that they say contact a local dealer. Meanwhile we are paying money for everything and everyone and getting no where!

The last time I contacted Hayward customer service the associate said they had worked there for years and had never even heard of the product I was calling about- Hayward Aqua Trol RJ Salt System. After going back and forth with her she agreed to send an email to someone in support and finally two days later I get an email that says to use their trouble shooting on their website. I emailed him back that if I had been able to get the answers I needed from the website, then I would not have needed to contact them. I told him thanks for nothing.

I told him what I had learned was to warn family and friends not to buy Hayward products and his response ...contact a local Hayward Dealer. We are at the point where we wished we had never gotten a pool.

Guest

Seems to be typical of Hayward's lack of response to everyone's comments. Is there a reason why Hayward has such deplorable customer service? Are they that big that they just do not care anymore?

View more comments (2)
Alan B Uxp

Bad quality control worse customer service

New filter had handful of squiggle black plastic in bottom of tank. Clear hose too short had to go to poolstore for new one $18. Hooked up hit backwash and a 6' hose ripped. Leaks to backwash. Called customer service was told someone would contact. Got email to go to website for frequently asked questions and if that doesn't help contact a registered dealer.
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1 comment
Newell Meh

Thank you for sharing your feedback. I’d like to hear more about this and offer my assistance. You can reach me directly at CustomerSupport@***.com Regards, Hayward Customer Support

Jo L Xsu

Worst Company Ever!

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We decided to put a pool in around 2009 and every year since then our heater has not worked and we have to pay I plumber/HVAC person to come out and fix it! I complained to Hayward and in 2016 I was sent a check to cover the plumber/HVAC bill however every year we have issues with the heater! Then two years ago we had to put a new motor on which costs $300! Again Hayward is useless! Well this year both the San mount and heater went! Again I complained to Hayward and yet again they do nothing! I’m tired of every year dealing with pool issues! We have not been able to enjoy our pool now for four weeks cuz the idiots sent the wrong part for the sand mount! Can’t wait to see that bill! It’s funny cuz if I did my job the way this company does, I would be fired! I’m pissed off at having to dump money into our pool each year cuz Hayward makes *** products!
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1 comment
Newell Meh

Thank you for sharing your feedback. I’d like to hear more about this and offer my assistance. You can reach me directly at CustomerSupport@***.com Regards, Hayward Customer Support

john v Lav
map-marker Colonia, New Jersey

Sucks

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last yr got brand new filter and pump open pool yesterday worked find try to start filter today doesn't suck water try to get u on phone that sucks, to run around to get a real person will never buy Haywood product again after having use Haywood since 1993 Hope to talk to someone in 15 min like your message says
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Loss:
$500
Cons:
  • Support i got
  • Not getting in touch with a real person
  • Service is non existant
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

1 comment
Newell Meh

Thank you for sharing your feedback. I’d like to hear more about this and offer my assistance. You can reach me directly at CustomerSupport@***.com Regards, Hayward Customer Support

Brad D Szx

Beware of tiger shark robotic cleaner

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I bought this on 10/11/18. It cleaned but nothing like my 15year old dolphin that was similar model of the tiger shark. Used it maybe 2times until it was time to close the pool. I stored it inside my home so nothing freezes. I used it this year and it will not climb the walls and most of the time cannot get out of the deep end of the pool. I called hayward and they were not willing to replace or help over the phone. I had to take it to a repair facility. I did and they tell me my pool is the problem not the cleaner. I'm sorry, but that is the most ridiculous thing i have ever heard. This cleaner runs into the wall and nearly flips on its back and it is because of my pool? Really? The only help i have ever gotten from hayward is by writing a bad review. I don't like going there, but they leave a person no choice.
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1 comment
Newell Meh

Thank you for sharing your feedback. I’d like to hear more about this and offer my assistance. You can reach me directly at CustomerSupport@***.com Regards, Hayward Customer Support

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