Raypak

We installed Ray Pak 6 years ago.

Serial/model number

170844**** / H3 - 0090BR

Paid $6000 plus. 2 years later, the system was not working.

Paid $1000 to get it fixed.

Been working till last year. Paid $2500 in December, to get it fixed. January it stopped again. Fixed again and was charged $1600 plus.

It lasted for 4 days and was told I need a new sensor that will cost me another $1800.

We have now removed the system from home as we called several technician and were told it wasnt the sensor and not worth fixing. This unit has been a told nightmare for us.

Hoping you will somehow compensate the loss.

Please contact me if you need details.

Mina 604-880-****

Troubleshooting is outsourced to a 3rd party company using remote employees, these employees have no hands on experience and are given very little resource to assist customers.

They are taught to blindly go through a flowchart for trouble shooting.

They are understaffed and in many instances the few people capable of helping you are nowhere to be found, or flooded in queue and it can take incredibly long to get in touch with someone. There were often times where people are being sent into empty queues and customers sometimes would call in for weeks without their issues being resolved.

You are being given a run around for as long as possible because in its current state Raypak is unable to follow through with its warranty process.

Its partnered technicians refuse to work for them because Raypak does not deliver them payouts for their warranty work.

If you happen to be in an area where no warranty partners are available or they simply refuse to work, this situation is dealt with at the expense of the customer.

They are expected to pay for the repair, and eventually be reimbursed, however the details of when this happens are ambiguous. Like their own partnered workers, Raypak sometimes will not pay out their customers and they are left calling in again and again for status updates.

This is our 2nd Raypack heater in 3 years. The first heater went after 2 months use and was replaced by Raypack, and now the second heater went after 1 season of use.

Our seasons are short - late May to Early September. The pool water leaks into the unit and corrodes it. Then they say it is our fault for not having properly balanced water. We've had this pool for 18 years.

And we test our water every week through our pool company. The first 15 years we had a Hayward pool heater with no issue whatsoever, then bought the Raypack and disaster.

We are so upset that we have to replace our pool heater again! We will NEVER use a Raypack product again, nor would I ever recommend them!