hayward-pool.com Reviews 44

I have spent $7500 to install a pool heater 2 years ago couple of days a go i went out to turn it on but the $7500 plus $1500 salt filter want start.
Monday morning i called Hayward seeking help but i was told that Hayward don’t have database for there customers i said you must be kidding so i called my installer he sent me a copy of the invoice but he said I can’t fix it because you have to have specialist for this unit so i called pinchapenny store #163 and i was told that Hayward must find you na tech but when i called Hayward I a was told to find a tech with refrigeration experience.
Hayward need to provide their customers with much better customer service and make sure there dealers can handle any issues not only that but they should never ask you if you purchased the unit from them and if you say no they give you the runaround.

CANNOT GET MY HAYWARD PRODUCTS REGISTERED ON THE HAYWARD WEBSITE. CS WAS NOT HELPFUL. WHEN I ASKED TO SPEAK WITH ANOTHER CS REP, I WAS HUNG UP ON.

Our Hayward 17kw pool heat pump stopped working after about 18 months. After two visits by an approved technician, it was discovered that a gecko had crawled under the power controller causing a short circuit of some sort resulting in the unit to stop working. After 5 months, a replacement power controller was installed under warranty only for it to fail within a week. On inspection, it was discovered that another gecko had crawled under the same power controller causing the issue. I can kick myself for not assuming that it might happen again and looking to avoid something similar from happening again but assumed it was a rare event.

Hayward refused to replace the power controller under warranty again and provided me with a quote of just under $500. I have raised this with their NSW customer service manager, Simon Gamack, indicating that it is a design flaw and unless the power controller is modified, the same issue will probably happen again or with other customers as well if not already. They are not interested in offering further assistance.

Hayward has lousy customer service and does not honor their warranties. I offer my own experience as the latest example.

Hurricane Helene struck the west coast of Florida in September 2024 causing a storm surge which inundated our Hayward W3H150FDP propane pool heater with salt water. In December of 2024 I replaced it with the exact same model at a cost of around $2500.

After only 4 months in service, this new heater sprang a major leak causing our pool level to be lowered overnight to a level below the skimmer opening. After removing the cover and rain shield, the problem was immediately obvious. Due to a manufacturing defect of the 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. This intense heat of course took the path of least resistance to get out and across this bit of the bared copper pipe. After continual roasting for 4 months, this section of bare copper pipe deteriorated to the point that it finally failed and burst. After removing the heat exchanger from the heater and disassembling it at Hayward's request, I sent photos from all angles including a closeup view of this compromised section of the exchanger. These photos showed 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. Therefore Hayward would not honor their warranty to replace defective parts. They did however offer to replace the damaged heat exchanger part (FDXLHXA1150) for their "at cost" of more than $1100. I informed Hayward at this point that I could buy this same part online with free shipping at Amazon or any number of online pool supply stores for less than their "at cost" offer.

In looking at photos showing examples of chemically damaged heat exchangers on Hayward's training site, I compared the photos I sent Hayward. My heat 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 and their "at cost" replacement offer was nothing but pure BS on Hayward's part.

I've had pools most of my life. Knowing the importance of proper maintenance of pool water chemistry and its effect on the health of both people and equipment, I have always maintained proper chemical balance in my pools including this one. In fact, after installing the new heater and before disposing of the one that had been flooded, 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 the occurrence of Hurricane Helene.

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. They did bring their "at cost" offer down to $550 however. I view this as extortion. If I don’t pay this, all I have is a useless $2500 brick with Hayward’s name on it sitting on my pool deck.

After this experience, I have no further desire to deal with the cost, time, and aggravation of what is Hayward's idea of customer service. So, needless to say, I won't be buying any more Hayward products from now on. I urge all who read this to do the same.

Worst experience ever! Please do not buy Hayward products unless you are ok with zero customer service and zero warranty fulfillment. So back in 2023 ed bought a pool heater. Less than 4 months later it was broken and leaking. Called Hayward. They claimed issue and pictures reported by our pool company not acceptable and would only accept info from their authorized dealer. Contacted their authorized dealer and had them evaluate and take pictures. Months continue to roll by with no explanation of delay with multiple calls. Customer service refuses to transfer to a manager or supervisor stating they only take emails (which we sent multiple times). I filed a complaint with BBB and suddenly, a regional manager calls me right away. Immediately blames everyone else for delays. He says he will come out himself to evaluate as he apparently has no record of info from their authorized dealer. I note it has been a year since this heater broke so I don’t know how they can accurately assess. He assures me that he can assess and that he is certain it was our pool guys fault (poor pH) or the installer ( who wasn’t an official Hayward dealer). He comes and tells me he is correct that it was both improper pH and improper indtation. He can make this assessment a year lar after significant corrosion and the heater had now been dismantled by three different people (pool installer, authorized dealer, and this Hayward manager). Say warranty is boid. That was frustrating, but why I’m posting now in 2025 - I received a BILL almost two years later from “ authorized Hayward installer” saying Hayward refused to pay them and want to charge me $120 for something we didn’t need done, wasn’t useful, and was requested by Hayward. The Hayward nightmare continues. Please DO NOT BUY HAYWARD if you want to deal with an honest company with any for of integrity or service!

Bad customer service… the heater is a year 1/2 old. The unit hasn’t worked half the time

During my pool opening, when the filter was turned on, a stream of water was leaking out of the backwash pipe line. The Multi Port Valve for the series Vari-Flo XL was defective which i just purchased last year (5/2024)
Due to the fact it would take several weeks for one of your Hayward Authorized Dealers to try to correct this issue it was my best interest not to let the pool sit idle for this duration. I had to purchase a new Multiport valve and install it myself at an expense of $140.00. The older Multiport valves were easier to maintain with just a replacement of the Spider Gasket seal.
This new Multiport Valve Spider gasket seal is all part of the unit and just the gasket itself can not be replaced.
This is totally unacceptable and am I going to experience this issue every year at a cost of $140.00. This is a poorly designed Multiport valve.
I was very happy with the older Hayward products, but now I will be looking for other options.
Very disappointed,
William Fredericks

Hayward is a company that doesn’t honour their warranties. I had an Aquavac 600 pool cleaner that needed a new motor and all I got was the run around and now the warranty is up. Buyer beware .

We were having issues with our pool pump and chlorinator, and the Hayward team helped us tremendously! We installed a new Tristar VS 900 pump with the Omni chlorinator and automation, and life at the pool is so easy. The pump is super quiet and efficient, the chlorinator is fantastic, and the automation lets us control everything from our phone while sitting in the recliner watching a game. The Hayward team and products are amazing!

We purchased a Hayward pool heater through Roark Solar. The heater was warranted but when the heater failed no one would honor the warranty. We asked our pool company to look into a repair and of course as soon as they opened the unit the warranty is void. We are prepared to pay for the necessary repairs but cannot get the parts needed. What we now have I s very expensive garden ornament. We will never do business with Roark or use any Hayward product.

Hayward does not anor there warranty I had a pool heater 11 months old the say no warranty I have a pool pump also 18 months old no warranty also they r the worst company ever deal with I would never buy anything put them or any product they make and don’t recommend them at all

The people at Hayward pools (especially Robbie) were absolutely fantastic and could not do enough for us. The best company we have dealt with.

Hayward will not warrant my heater that is less than 1 year old. Their tech said my water was too acidic and corroded the core. I told them my pool tech just added acid right where he was taking a water sample. So they offered me a new unit at a reduced price. I paid for it and was charged 8 days ago. They still have not shipped it. They do not return my calls when they say they will. My last heater lasted 8 years. One tech says it takes 30-60 days to receive the heater because of freight. Another tech says there units available and doesn’t understand why it hasn’t shipped. They promise to follow up and do not.

I really would have wished that I’d read these reviews before I purchased this Hayward Pool vacuum. What a nightmare.

Terrible terrible ,service is bad , can’t get anyone competent enough to understand their system. My original installer that was certified by Hayward has gone MIA. Just a very bad experience

Absolutley brutal customer service/tech support from Hayward canada! Called 3 times for simple tech support and over 2 weeks later no reply back. Useless people answer the phone but have zero knowledge. Ive dealt with Hayward USA in the past and were great to deal with, answered my questions IMMEDIATELY. Something needs to be done with the useless Canadian division they have!!!

Heading into the 2nd full season with our pool. The Hayward heater is not working, looks like it's leaking from the pump. What a mess! Immediately contacted Hayward for support and to look into warranty coverage. They were quick to send a local tech to validate our claim @ $125 charge for his time. Then confirmed they received the information from the tech by email and then nothing... 2 follow-ups over the summer and nothing. No place on the website to reach a complaints dept and a service team that tells me my claim is in process. I have no hope of a speedy response. Terrible experience, a leaky mess and quickly cooling off pool. Caution when installing their products for your pool.

The LED Panel on my 3 year old pool heater stopped working. Ordered another in February through a Pool company. Eventually Hayward sent one out 5 months later at a cost of Euro 340 - but it was the wrong one no apology. They then said the correct one would be received iby them in early August - now they have put it back to October.

Avoid Hayward as if things go wrong you will wait ages for spares.

Total joke. I was told by the pool techie to down load the App then left on my own. App is very un-intuitive and not worth using. Is everything OK at Haywood?.
My suggestion to Haywood get a real techie (Not a 15 year old in mom’s basement) and design an ANALOGUE system that works.

Zero tech or product information support at all.
Suppliers poorly trained and kept in the dark on product changes etc.