Complaint: I am rejecting this response because:Raypak had been trying to work with MrU [redacted] to address his concerns before the complaint was filed with the Revdex.comUnfortunately, MrU [redacted] does not wish to accept Raypak’s analysis and solutions, and is determined to force Raypak into providing him with free product and/or reimbursement for expenses incurred outside of Raypak’s warrantyWhen we were notified of issues concerning our product, specifically a gasket failure, from Huron Valley Sales (Raypak’s Representative and MrU***’s contact), Raypak began researching the complaint with the subject pump gasketDuring Raypak’s investigation, there were reports from Huron Valley Sales (who was acting as our agent and intermediary with MrU***), that this customer’s carwash system lacked the proper water expansion tank, which could have over-pressurized the water system resulting in the pump gasket failure(s); this was coupled with the fact that the unit was out of warranty and was being maintained by personnel employed or contracted by MrU***Raypak worked with Huron Valley and the customer to determine the necessary repairs and sent parts to make the repairSoon afterward, Raypak’s Technical Department received the call directly from the customerThe customer informed the Raypak Technician (who was interviewed by Raypak management for specific details) that the gaskets received were of a different color than the installed gaskets; the Technician verified that the gaskets were correct, but mentioned that the color change in the subject gasket had not yet been documented on his Engineering drawing since it was a recent change from the gasket manufacturerThe customer took liberty with this information and formulated his own conclusions that the gasket was not the correct part and was out of specificationsRaypak, Inccurrently holds a Registered Quality Management System which meet the internationally recognized ISO 9001:requirementsThis quality system addresses both conforming and non-conforming products and takes necessary steps to ensure that purchased products, (including gaskets) conform to specific purchase requirementsWe, at Raypak, are proud of our registration and work hard to ensure that our products and processes conform to these strict requirementsMrU***’s declaration that Raypak uses non-conforming parts is based upon an erroneous perception and is wrongMrU [redacted] has been informed on numerous occasions, by Huron Valley and Raypak, that the pump gasket provided was a suitable replacement partRaypak performed an exhaustive research effort and found no wide-spread failures with the subject pump gasketRaypak currently uses the very same pump gasket on current production products totaling in the hundreds of products built, shipped and installed since the gasket change without leaking or reported failuresRaypak has replied to MrU***’s multiple queries, but he does not seem to accept our answerI have attached the above response provided by Raypak and don’t agree that it is outside the warranty periodThe gaskets failed within the warranty period and we feel we were sold the wrong gasketsWhen the gaskets failed we called into to tech support who indicated to us that we were using the wrong gaskets and the new improved gaskets were in fact now “black” in color when compared the previous red gaskets we were provided by Huron ValleyI contact both Huron valley who confirmed we were sold the correct gasket and it was not a issue of wrong partSo we moved forward and re-ordered the gaskets which showed up to be black in color, pic below shows the difference in the gaskets we received for the same part no:The gasket which blown out was the red one on the left, which is in my opinion is a different grade than the black oneWe were told by Raypak that it was only the color that changed and the gaskets are in fact the sameWe incurred 10’s of thousands in new parts and over $35k in loss of revenueWe request that Raypak stand behind their product and offer a refund, or partial payment on the loss caused by the delivery of the wrong gasketThe gasket was replaced by a certified tech, and still blow outAlso, Raypak has failed to respond to the fact that we have refunded injector pumps new in condition and were not given a credit, even though we were told we would have been given a creditWe have a lot of new parts to refund but would request Raypak act in good faith and issue the credit on the injector pumps already refunded and issue credit on any of the parts we send backCredit receipt below, but we have not been issued a credit on our credit cardWhere is the credit? We were told in an email to refund the pumps and we will not be charged a re-stocking fee and a issue creditRaypak has failed to issue us the creditSince were in Canada, we feel Raypak and Huron Valley feel that they can take advantage of the situationResolution:Credit for the parts we have already sentCredit for the parts we currently hold in our possession Credit for the parts which we had to replace due to the incorrect gaskets sold to us.Values given to us for the loss of revenue we incurred.Regards, [redacted] U***
Complaint: I am rejecting this response because:no chemical imbalance was present - the heaters all had the same faulty parts that rusted and leaked! Regards, D [redacted] ***
Raypak products should be installed by licensed professionals in accordance with all local, state and federal regulations Raypak warranties are clear that, should products not be installed by professionals and conform to all regulations, the warranty is void.We have asked Spa Inspectors to make an exception in this case to reimburse the customer for the part and labor
Raypak is sorry the customer did not appreciate our attempts to repair/replace our heaters and resolve the ongoing chemistry issues at the site in question Unfortunately, once the customer threatens legal action, we are required to turn the problem over to our Legal staff Raypak considers this issue closed
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11464678, and find that this resolution is satisfactory to me Regards, K [redacted] ***
Raypak had been trying to work with MrU [redacted] to address his concerns before the complaint was filed with the Revdex.comUnfortunately, MrU [redacted] does not wish to accept Raypak’s analysis and solutions, and is determined to force Raypak into providing him with free product and/or reimbursement for expenses incurred outside of Raypak’s warranty When we were notified of issues concerning our product, specifically a gasket failure, from Huron Valley Sales (Raypak’s Representative and MrU***’s contact), Raypak began researching the complaint with the subject pump gasketDuring Raypak’s investigation, there were reports from Huron Valley Sales (who was acting as our agent and intermediary with MrU***), that this customer’s carwash system lacked the proper water expansion tank, which could have over-pressurized the water system resulting in the pump gasket failure(s); this was coupled with the fact that the unit was out of warranty and was being maintained by personnel employed or contracted by MrU***Raypak worked with Huron Valley and the customer to determine the necessary repairs and sent parts to make the repair Soon afterward, Raypak’s Technical Department received the call directly from the customerThe customer informed the Raypak Technician (who was interviewed by Raypak management for specific details) that the gaskets received were of a different color than the installed gaskets; the Technician verified that the gaskets were correct, but mentioned that the color change in the subject gasket had not yet been documented on his Engineering drawing since it was a recent change from the gasket manufacturerThe customer took liberty with this information and formulated his own conclusions that the gasket was not the correct part and was out of specifications Raypak, Inccurrently holds a Registered Quality Management System which meet the internationally recognized ISO 9001:requirementsThis quality system addresses both conforming and non-conforming products and takes necessary steps to ensure that purchased products, (including gaskets) conform to specific purchase requirementsWe, at Raypak, are proud of our registration and work hard to ensure that our products and processes conform to these strict requirementsMrU***’s declaration that Raypak uses non-conforming parts is based upon an erroneous perception and is wrong MrU [redacted] has been informed on numerous occasions, by Huron Valley and Raypak, that the pump gasket provided was a suitable replacement partRaypak performed an exhaustive research effort and found no wide-spread failures with the subject pump gasketRaypak currently uses the very same pump gasket on current production products totaling in the hundreds of products built, shipped and installed since the gasket change without leaking or reported failures Raypak has replied to MrU***’s multiple queries, but he does not seem to accept our answer
Complaint: I am rejecting this response because: I already explained this and the repair center confirmed with Raypak that the problem was a manufacturer defect not water chemistryThe failed part was repaired, but this only fixed the defective partThe failure of the part resulted in the entire inside of the heater unit being destroyed from intrusion of water pouring on critical electronic and combustion componentsI should have gotten a new heater when the initial part failedI am anxious to hear what the local service center responds with and would like an updateThank you Regards, P [redacted]
My apologies on the second heat exchanger mixup - apparently, the offer of a discounted heater was made at the same time and the heat exchanger never shipped.Our offer for a discounted heater still applies; however, we have serious concerns about the water chemistry in MrM***'s pool Our Service Department will contact MrM [redacted] to discuss this offer
Complaint: I am rejecting this response because:The Company did not respond, can someone please contact me on this?I have filled out the issue, and the desired resolution with no response from the company.Regards, M [redacted]
Complaint: I am rejecting this response because: Dont know where the 2nd exchanger went that they are talking about, I didn't ever receiveReceived one replacement on 1/26/and it failed after one hourThink they have me confused with someone elseThe tube bundle that was replace was the first and only one and it failedIt was sent back so maybe hes counting it as Far as a discounted replacementTalked to Rusty and he stated he never offer a discount replacementMrC [redacted] always has someone else call that can never answer questionsRusty and Robert call and say that you have to talk to MrC***Still have never gotten the tube bundle back after Robert called saying that they would sent it backSeems like no one knows what is going on in this companyThey still owe me a tube bundle all I have is a shell and they have the internal partsEven when you have something repaired they give you your parts back if requested and mine were requested otherwise Robert wouldn't have called asking for my addressMr C [redacted] seems to use the chemical thing not to replace parts but if the parts fail after one hour then the part wasnt of good quality in the fist place Regards, E [redacted]
I contacted the warranty station and, unfortunately, their records do not back up MrMc***'s version of events
I have attached the invoices from H*** & R*** (warranty station) and note that they never diagnosed the problem as a "crack in the weld seam and was a manufacturer defect" - H&R told the customer to contact Raypak to see if he could get the problem covered under warranty, even though H&R suspected chemical damage (not covered)This was the reason for the delays in replacementRaypak agreed to replace the heat exchanger at no cost to the customerThe additional $paid by the customer was to cover a bypass and associated components on his installation that were missing/damagedNone of these components were Raypak's responsibilityAlso, according to H&R, the unit was completely checked for any leaks after the heat exchanger was replaced (on 6/17/and 6/25/14)H&R never replaced any gaskets or seals on the unit, other than those associated with the heat exchanger replacement
The unit was discovered to have significant chemical damage on 8/11/14, when H&R returned to the siteThe customer was also warned about dry-firing (heater firing without water flow - pump/filter shut down), which causes excessive heat in the unit and can warp the metalH&R cautioned MrMc*** that this would destroy the unit and recommended that he contact his Pool Professional to correct the situation
We have no information that any of these problems have been corrected, nor have any Raypak warranty stations visited the site since August
Based on this information, and lacking any other information to the contrary, Raypak believes that we have exceeded in our obligation to the customer by replacing the heat exchanger at no cost to the customerWe also believe that the heater is being damaged by out-of-tolerance water chemistry, and we believe that the unit is subjected to repeated dry-firings - both of which are non-warranty conditions
Please see attached documents
Ms Senecal has complained through other agencies, including the Revdex.com in Florida, about this issue (please see attached). Raypak has tried to resolve the issue even though Raypak believes that the problem with the heater is not covered under warranty (chemical damage). Ms Senecal insisted
on receiving a free heater (without resolving the underlying issues that caused the damage in the first place) and threatened legal action. At that point, Raypak referred the issue to our Legal Staff
Raypak is sorry the customer is having issues with our heater
Our initial investigation indicates the heater had problems with water chemistry, and Raypak has replaced one heat exchanger at no cost to the customer, even though water chemistry issues are not covered under warranty
We have
reached out to the warranty station to collect additional information, but have not received any as of this dateWe will continue to investigate and, if our product has failed due to manufacturing defect, we will work with the customer to make sure the product is fixed or replaced
Prior to the Spring of 2014, Raypak replaced two heaters at this location and sent out parts, all at no charge, and subsequently determined that the heaters failed due to extreme chemical damage caused by a failure to monitor proper chemical balance in the pool water (not covered under warranty). ...
In the Spring of 2014, Raypak informed the customer that no further allowances would be made for any chemical-damaged equipment. The customer then threatened Raypak with a lawsuit and Raypak turned the matter over to our Legal Department. We consider this matter closed.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11464678, and find that this resolution is satisfactory to me.
Regards,
K[redacted]
Complaint: 10823490
I am rejecting this response because:The Company did not respond, can someone please contact me on this?I have filled out the issue, and the desired resolution with no response from the company.Regards,
M[redacted]
Complaint: 10870713
I am rejecting this response because:
No legal action was taken by me, and the heater parts did not work as promised. This is not closed by any means, and I hope the Revdex.com can get this issue resolved.
Regards,
D[redacted]
Raypak products should be installed by licensed professionals in accordance with all local, state and federal regulations. Raypak warranties are clear that, should products not be installed by professionals and conform to all regulations, the warranty is void.We have asked Spa Inspectors to...
make an exception in this case to reimburse the customer for the part and labor.
Complaint: I am rejecting this response because:Raypak had been trying to work with MrU [redacted] to address his concerns before the complaint was filed with the Revdex.comUnfortunately, MrU [redacted] does not wish to accept Raypak’s analysis and solutions, and is determined to force Raypak into providing him with free product and/or reimbursement for expenses incurred outside of Raypak’s warrantyWhen we were notified of issues concerning our product, specifically a gasket failure, from Huron Valley Sales (Raypak’s Representative and MrU***’s contact), Raypak began researching the complaint with the subject pump gasketDuring Raypak’s investigation, there were reports from Huron Valley Sales (who was acting as our agent and intermediary with MrU***), that this customer’s carwash system lacked the proper water expansion tank, which could have over-pressurized the water system resulting in the pump gasket failure(s); this was coupled with the fact that the unit was out of warranty and was being maintained by personnel employed or contracted by MrU***Raypak worked with Huron Valley and the customer to determine the necessary repairs and sent parts to make the repairSoon afterward, Raypak’s Technical Department received the call directly from the customerThe customer informed the Raypak Technician (who was interviewed by Raypak management for specific details) that the gaskets received were of a different color than the installed gaskets; the Technician verified that the gaskets were correct, but mentioned that the color change in the subject gasket had not yet been documented on his Engineering drawing since it was a recent change from the gasket manufacturerThe customer took liberty with this information and formulated his own conclusions that the gasket was not the correct part and was out of specificationsRaypak, Inccurrently holds a Registered Quality Management System which meet the internationally recognized ISO 9001:requirementsThis quality system addresses both conforming and non-conforming products and takes necessary steps to ensure that purchased products, (including gaskets) conform to specific purchase requirementsWe, at Raypak, are proud of our registration and work hard to ensure that our products and processes conform to these strict requirementsMrU***’s declaration that Raypak uses non-conforming parts is based upon an erroneous perception and is wrongMrU [redacted] has been informed on numerous occasions, by Huron Valley and Raypak, that the pump gasket provided was a suitable replacement partRaypak performed an exhaustive research effort and found no wide-spread failures with the subject pump gasketRaypak currently uses the very same pump gasket on current production products totaling in the hundreds of products built, shipped and installed since the gasket change without leaking or reported failuresRaypak has replied to MrU***’s multiple queries, but he does not seem to accept our answerI have attached the above response provided by Raypak and don’t agree that it is outside the warranty periodThe gaskets failed within the warranty period and we feel we were sold the wrong gasketsWhen the gaskets failed we called into to tech support who indicated to us that we were using the wrong gaskets and the new improved gaskets were in fact now “black” in color when compared the previous red gaskets we were provided by Huron ValleyI contact both Huron valley who confirmed we were sold the correct gasket and it was not a issue of wrong partSo we moved forward and re-ordered the gaskets which showed up to be black in color, pic below shows the difference in the gaskets we received for the same part no:The gasket which blown out was the red one on the left, which is in my opinion is a different grade than the black oneWe were told by Raypak that it was only the color that changed and the gaskets are in fact the sameWe incurred 10’s of thousands in new parts and over $35k in loss of revenueWe request that Raypak stand behind their product and offer a refund, or partial payment on the loss caused by the delivery of the wrong gasketThe gasket was replaced by a certified tech, and still blow outAlso, Raypak has failed to respond to the fact that we have refunded injector pumps new in condition and were not given a credit, even though we were told we would have been given a creditWe have a lot of new parts to refund but would request Raypak act in good faith and issue the credit on the injector pumps already refunded and issue credit on any of the parts we send backCredit receipt below, but we have not been issued a credit on our credit cardWhere is the credit? We were told in an email to refund the pumps and we will not be charged a re-stocking fee and a issue creditRaypak has failed to issue us the creditSince were in Canada, we feel Raypak and Huron Valley feel that they can take advantage of the situationResolution:Credit for the parts we have already sentCredit for the parts we currently hold in our possession Credit for the parts which we had to replace due to the incorrect gaskets sold to us.Values given to us for the loss of revenue we incurred.Regards, [redacted] U***
Complaint: I am rejecting this response because:no chemical imbalance was present - the heaters all had the same faulty parts that rusted and leaked! Regards, D [redacted] ***
Raypak products should be installed by licensed professionals in accordance with all local, state and federal regulations Raypak warranties are clear that, should products not be installed by professionals and conform to all regulations, the warranty is void.We have asked Spa Inspectors to make an exception in this case to reimburse the customer for the part and labor
Raypak is sorry the customer did not appreciate our attempts to repair/replace our heaters and resolve the ongoing chemistry issues at the site in question Unfortunately, once the customer threatens legal action, we are required to turn the problem over to our Legal staff Raypak considers this issue closed
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11464678, and find that this resolution is satisfactory to me Regards, K [redacted] ***
Raypak had been trying to work with MrU [redacted] to address his concerns before the complaint was filed with the Revdex.comUnfortunately, MrU [redacted] does not wish to accept Raypak’s analysis and solutions, and is determined to force Raypak into providing him with free product and/or reimbursement for expenses incurred outside of Raypak’s warranty When we were notified of issues concerning our product, specifically a gasket failure, from Huron Valley Sales (Raypak’s Representative and MrU***’s contact), Raypak began researching the complaint with the subject pump gasketDuring Raypak’s investigation, there were reports from Huron Valley Sales (who was acting as our agent and intermediary with MrU***), that this customer’s carwash system lacked the proper water expansion tank, which could have over-pressurized the water system resulting in the pump gasket failure(s); this was coupled with the fact that the unit was out of warranty and was being maintained by personnel employed or contracted by MrU***Raypak worked with Huron Valley and the customer to determine the necessary repairs and sent parts to make the repair Soon afterward, Raypak’s Technical Department received the call directly from the customerThe customer informed the Raypak Technician (who was interviewed by Raypak management for specific details) that the gaskets received were of a different color than the installed gaskets; the Technician verified that the gaskets were correct, but mentioned that the color change in the subject gasket had not yet been documented on his Engineering drawing since it was a recent change from the gasket manufacturerThe customer took liberty with this information and formulated his own conclusions that the gasket was not the correct part and was out of specifications Raypak, Inccurrently holds a Registered Quality Management System which meet the internationally recognized ISO 9001:requirementsThis quality system addresses both conforming and non-conforming products and takes necessary steps to ensure that purchased products, (including gaskets) conform to specific purchase requirementsWe, at Raypak, are proud of our registration and work hard to ensure that our products and processes conform to these strict requirementsMrU***’s declaration that Raypak uses non-conforming parts is based upon an erroneous perception and is wrong MrU [redacted] has been informed on numerous occasions, by Huron Valley and Raypak, that the pump gasket provided was a suitable replacement partRaypak performed an exhaustive research effort and found no wide-spread failures with the subject pump gasketRaypak currently uses the very same pump gasket on current production products totaling in the hundreds of products built, shipped and installed since the gasket change without leaking or reported failures Raypak has replied to MrU***’s multiple queries, but he does not seem to accept our answer
Complaint: I am rejecting this response because: I already explained this and the repair center confirmed with Raypak that the problem was a manufacturer defect not water chemistryThe failed part was repaired, but this only fixed the defective partThe failure of the part resulted in the entire inside of the heater unit being destroyed from intrusion of water pouring on critical electronic and combustion componentsI should have gotten a new heater when the initial part failedI am anxious to hear what the local service center responds with and would like an updateThank you Regards, P [redacted]
My apologies on the second heat exchanger mixup - apparently, the offer of a discounted heater was made at the same time and the heat exchanger never shipped.Our offer for a discounted heater still applies; however, we have serious concerns about the water chemistry in MrM***'s pool Our Service Department will contact MrM [redacted] to discuss this offer
Complaint: I am rejecting this response because:The Company did not respond, can someone please contact me on this?I have filled out the issue, and the desired resolution with no response from the company.Regards, M [redacted]
Complaint: I am rejecting this response because: Dont know where the 2nd exchanger went that they are talking about, I didn't ever receiveReceived one replacement on 1/26/and it failed after one hourThink they have me confused with someone elseThe tube bundle that was replace was the first and only one and it failedIt was sent back so maybe hes counting it as Far as a discounted replacementTalked to Rusty and he stated he never offer a discount replacementMrC [redacted] always has someone else call that can never answer questionsRusty and Robert call and say that you have to talk to MrC***Still have never gotten the tube bundle back after Robert called saying that they would sent it backSeems like no one knows what is going on in this companyThey still owe me a tube bundle all I have is a shell and they have the internal partsEven when you have something repaired they give you your parts back if requested and mine were requested otherwise Robert wouldn't have called asking for my addressMr C [redacted] seems to use the chemical thing not to replace parts but if the parts fail after one hour then the part wasnt of good quality in the fist place Regards, E [redacted]
I contacted the warranty station and, unfortunately, their records do not back up MrMc***'s version of events
I have attached the invoices from H*** & R*** (warranty station) and note that they never diagnosed the problem as a "crack in the weld seam and was a manufacturer defect" - H&R told the customer to contact Raypak to see if he could get the problem covered under warranty, even though H&R suspected chemical damage (not covered)This was the reason for the delays in replacementRaypak agreed to replace the heat exchanger at no cost to the customerThe additional $paid by the customer was to cover a bypass and associated components on his installation that were missing/damagedNone of these components were Raypak's responsibilityAlso, according to H&R, the unit was completely checked for any leaks after the heat exchanger was replaced (on 6/17/and 6/25/14)H&R never replaced any gaskets or seals on the unit, other than those associated with the heat exchanger replacement
The unit was discovered to have significant chemical damage on 8/11/14, when H&R returned to the siteThe customer was also warned about dry-firing (heater firing without water flow - pump/filter shut down), which causes excessive heat in the unit and can warp the metalH&R cautioned MrMc*** that this would destroy the unit and recommended that he contact his Pool Professional to correct the situation
We have no information that any of these problems have been corrected, nor have any Raypak warranty stations visited the site since August
Based on this information, and lacking any other information to the contrary, Raypak believes that we have exceeded in our obligation to the customer by replacing the heat exchanger at no cost to the customerWe also believe that the heater is being damaged by out-of-tolerance water chemistry, and we believe that the unit is subjected to repeated dry-firings - both of which are non-warranty conditions
Please see attached documents
We just received this complaint on September 29, We are investigating the complaint and will respond shortly
Ms Senecal has complained through other agencies, including the Revdex.com in Florida, about this issue (please see attached). Raypak has tried to resolve the issue even though Raypak believes that the problem with the heater is not covered under warranty (chemical damage). Ms Senecal insisted
on receiving a free heater (without resolving the underlying issues that caused the damage in the first place) and threatened legal action. At that point, Raypak referred the issue to our Legal Staff
Raypak is sorry the customer is having issues with our heater
Our initial investigation indicates the heater had problems with water chemistry, and Raypak has replaced one heat exchanger at no cost to the customer, even though water chemistry issues are not covered under warranty
We have
reached out to the warranty station to collect additional information, but have not received any as of this dateWe will continue to investigate and, if our product has failed due to manufacturing defect, we will work with the customer to make sure the product is fixed or replaced
Raypak is working with the customer to replace the heater under warranty
Prior to the Spring of 2014, Raypak replaced two heaters at this location and sent out parts, all at no charge, and subsequently determined that the heaters failed due to extreme chemical damage caused by a failure to monitor proper chemical balance in the pool water (not covered under warranty). ...
In the Spring of 2014, Raypak informed the customer that no further allowances would be made for any chemical-damaged equipment. The customer then threatened Raypak with a lawsuit and Raypak turned the matter over to our Legal Department. We consider this matter closed.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11464678, and find that this resolution is satisfactory to me.
Regards,
K[redacted]
Complaint: 10823490
I am rejecting this response because:The Company did not respond, can someone please contact me on this?I have filled out the issue, and the desired resolution with no response from the company.Regards,
M[redacted]
Complaint: 10870713
I am rejecting this response because:
No legal action was taken by me, and the heater parts did not work as promised. This is not closed by any means, and I hope the Revdex.com can get this issue resolved.
Regards,
D[redacted]
Raypak products should be installed by licensed professionals in accordance with all local, state and federal regulations. Raypak warranties are clear that, should products not be installed by professionals and conform to all regulations, the warranty is void.We have asked Spa Inspectors to...
make an exception in this case to reimburse the customer for the part and labor.