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Business Profile

Pool Contractors

Blue Haven Pools
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 9 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/27/2023

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Blue Haven started the construction of our pool in August 2022, and we had several times when there was no communication from the supervisor overseeing the construction of our pool. On the contract we signed for the pool, there was $1300 for dirt removal, and we told the salesperson that we were planning to keep the dirt. However, it was included in the proposal, and everyone assured us that they would complete a change order form to refund the amount of $1300. On December 23, after multiple attempts to contact him and we had to go to the office several times for someone to address all of the concerns, he finally emailed me the change order request form for our refund of $1300. I sent the signed document back on 12/23 and had to text/call him several times for a response. I have all the text messages if you would like to see them. He finally responded that I should receive the refund by 1/21/23, but when it did not come in, he texted me on 01/27/23 that he would follow up to check on the status. After more calls and texts, he never got back to me. I did use the ************* app Blue Haven uses, and no one responded to my email.On Feb 14th, someone at the office finally answered the phone, and she stated that they do not have any change request form at the office. I emailed it to her, and she confirmed receipt of the form, but no one contacted me. On 2/24, she answered the office number and put me on hold for over 8 minutes to tell me there were no updates and that they still had to look into my pool statement.I paid all my invoices within 72 hours of receiving them, and they cannot even look into my refund of $1300. I need assistance here because I do not know what else to do. Please contact me. This has been the worst experience ever, and I do not understand why you would treat people this way. We came to you last year with a dream to build a pool for our family and the way you treated us is unacceptable.

    Business Response

    Date: 03/06/2023

    We received the change order for the credit back to our customer late from our construction team. Once this was received, our payables department had to vet that this was a legitimate credit. Once approved, ************************* hand delivered the check to the customer. While he was on-site with the customer, he listened to all grievances the customer had with the construction process to better improve his department. Customer was satisfied with the meeting with ****** and both parties parted ways amicably.  

  • Initial Complaint

    Date:06/14/2022

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Multiple issues with our pool installation and the company has not fixed it. We call and send messages multiple times with no answer. My pool pump has been running for weeks incorrectly which was finally resolved today by another company. That is a lot of undue stress put on our new unit and shortening the lifespan on it. Our patio enclosure had to be rescheduled multiple times due to a footer taking weeks to get done, almost 2 months past schedule. Not happy with the company at all

    Business Response

    Date: 06/28/2022

    We have been speaking to homeowner and updating him. The paver company damaged brick tile on his patio. We were finally able to source the material and it’s been fixed. We also need to install a pool tiger on his equipment. This is scheduled for Thursday. The enclosure we were not contracted for only the footer. We have completed this and understand there was a delay but it is complete as per contract. The pump running incorrectly was a Hayward issue with their communication boards inside the pump. **** ****** is the company we use for Hayward equipment warranty and issues. They swapped the part per haywards direction. 

    Customer Answer

    Date: 07/01/2022

     
    Complaint: ********

    I am rejecting this response because:
    The multiple delays and promised appointments to get the footer completed over weeks caused the pool enclosure to get delayed as well. With that delay there was a price increase on material with all of the inflation right now and the footer delay now cost me an extra $***** for my pool enclosure. We need to come to a solution on this. Everything else has been completed finally as promised and am happy with that. The pool heater was also installed very sloppily and sits very cockeyed. Would like them to correct that as well. 

    Sincerely,

    ******* *****

    Business Response

    Date: 07/12/2022

    Heater issues have been corrected, Homeowner is aware and approved. We have no contract with enclosure company and no guaranteed timeline on the contract.

    Customer Answer

    Date: 07/20/2022


    Complaint: ********

    I am rejecting this response because:

    pool pump is broken now and it’s not even that old. Pool cleaner told us it’s installed wrong. I want a new system installed. Has been wrong from day one and never ran properly. Has been leaking for a week with nobody coming to fix. We call and nobody answers   
    ******* *****

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