We are extremely disappointed with the service we received from Hayward Healthy Home Solutions.
In November, our heat pump began making a loud noise, so we contacted them for a repair. Even though we knew exactly what part was needed, it took two weeks for a technician to come. When he finally arrived, he didn't have the part with him. Instead, he stuffed a rag in the unit as a temporary fix and left to order the part.
We waited another two weeks for him to return -- again, without the part. After an additional two-week wait, the issue was finally fixed. We were then charged a $138 service fee, which we were never informed about beforehand. Although frustrated, we paid the fee.
A month later, our heat pump started showing an error code and was repeatedly shutting off and on. We called Hayward again and waited several weeks before they came and removed the entire outdoor unit. After waiting a few more weeks with little to no communication, we had to keep calling them for updates. We were repeatedly promised that the repair was nearly done, but at the last minute, we were told that the part wasn't included in the shipment and had to be reordered -- another two-week delay.
When they finally returned the unit, we were told there would be no service charge, which we appreciated. However, we were then surprised with a refrigerant charge of $123.05, something that had never been mentioned ahead of time.
Throughout this process, we spent over $500 in oil to heat our home because the heat pump was out of service for months. Hayward never apologized for the delays, the poor communication, or the inconvenience. Worse, when we questioned the surprise charges, we were told that they didn't care if we paid.
This level of service is completely unacceptable. A company should always inform customers about costs before performing work, maintain clear communication, and take responsibility for mistakes -- not blame the supplier (in this case, LG) and leave customers in the dark.
We strongly recommend that others avoid Hayward Healthy Home Solutions. Their disorganization, lack of communication, surprise charges, and unprofessional behavior made this a terrible experience. We will not be returning. read more
