hayward-pool.comReviews of hayward-pool.com

Hayward Lacus 320 colorlogic lights are the most poorly made product that Hayward Pool products sells. They are extremely expensive to replace and last nowhere near what they are advertised to last. I have replaced 4 of these lights in 4 years, with new ones lasting 6 months to a year with limited run time of 2 hours per night in the summer and off all winter in the south. They are not warranted past 1 year of purchase and Hayward does not back the defective nature of this product. I caution folks not to build pools with this product.

Our pool pump came with a one year warranty . Seems the 3 year warranty comes only if you have everything installed by Hayward personnel ( which , translated , means you paid indirectly for the warranty extension ) . We paid for the pump with a credit card that afforded us an extension of the warranty , bumped up from 1 year to 2 years . The pump failed after 2 years and 2 months of usage . Overheating .

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