SaferProducts incident

Failure type

Fire / ignition

Incident narrative

SaferProducts.gov consumer incident report 20260418-A2DBD-2147320414. Severity: Incident, No Injury. Product: Hayward H400FDN (Hayward Natural gas pool heater with OmniLogic automation added). Incident: Natural gas pool heater safety features failed and unit found engulfed in flames. Written to Hayward: Recently your product safety features on our pool heater failed and,had I not been home, my house would have burnt with my son and dog Inside. Luckily I heard it cut off before it reached the temperature I had it set to and rounded the corner to check why to see it engulfed in flames. The fire department made it in time to put it out before the house caught. I am facing expenses of over $50,000 to correct the damage after recently spending nearly $50k to install a spa and automation. We never got to use the spa one time. I also have a renewed $17,000 hurricane deductible.l because if this claim. No one at Hayward or my pool company seems to think they have any responsibility for why this happened, just bad luck. It still sits in a pile of melted rubber and metal as I try to figure out how to move forward. Weve had our pool maintenanced weekly by our pool installer and they claim its likely an internal failure if your product. They have given us another quote to install your products and I feel appalled by the thought of trusting your company again with my familys safety. They claim there is no maintenance needed on these, only troubleshooting. We had no error code. Unreal! I am awaiting the final costs of damages to the house, pool equipment, paint. All weve received are excuses, dismissal and expenses. As business owners, I am disgusted and discouraged at the lack of quality both product and customer service. Sad.