Complaints

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  -07/20/23 - Reached out to Blue Fountain Pools regarding damp spot in our Decomposed Granite around our pool. Never heard back, left voice-mails, sent text messages to the General Contractor *****. -08/23/23 - Sent pictures to *************** per his request -08/29/23 - Supposed to have a visit from *************** -08/29/23 - Received the response "Trying to get there" / (No show)-08/30/23 - Sent more pictures of the issue (getting worse by the day)-08/30/23 - Received the response " There's no way it's the pool or spa. The pipes run from spa directly to equipment.-08/30/23 - Sent another picture of his men working on the pipes for the pool, directly where the leak was.-08/31/23 - Received a text to call him (***************) -08/31/23 - Called ***** and discussed possible reasons for ****, said that he would talk to the office and get back to me. I never heard back from Blue Fountain Pools, we called and left multiple voice-mails that were never returned.-10/17/23 We finally had a plumber come out and just paid $500 to have it repaired. ******* stated that the leaky pipe was caused by a faulty flow valve. That we would have to have the valve replaced.Between August and September we either called ***** or Blue Fountain Pools about 11 times with zero response.-11/20/23 - Lights started not working in our pool - sent a picture to ***** with no response.We have continued calling and leaving voice-mails without any return.I tried to be sneaky and called from my wife's phone, not recognizing the number ***** answered he assured me that everything would be addressed and that someone from Blue Fountain would be in contact. We have yet to hear from anyone. I even called today just give them another chance to answer. Now *****'s phone is disconnected. I left another voice-mail on the main line. Bottom line $500, and all repairs completed ASAP

• Initial Complaint

  10/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed the contract on 4/2021 and they finished the work on 6/2022 . It took them 14 months to complete the job, this 14 months was time of suffering with this in professional company. They used in licensed contractors to do our pool plumbing and electrical now we are stuck with a poor quality job. I contacted Pentair pump warranty to come to check why is the pump not working properly, they sent their technician and figured out that the electric work is not done properly. I tried to call blue fountain after I sent them the letter from the **************** but they are not responding and not answering my calls back. Left many messages and no response. They did very poor quality job using unlicensed people and they cheated on the equipment they installed. I have my contract to install everything Pentair brand but they installed different name for ozone system. Coping starts to crack and stones start to break. Very bad company with poor service and quality. Owner ***** does not care about customers, Denies and ****** by the front desk not answering calls and emails. Once they got the money they do not honor any warranty. It was a big mistake that I let them to build my pool.

  Business response

  11/10/2023

  We disagree 100% with this customer's comments. Blue ******************************************* builds beautiful/quality pools and we are always here to answer all customer calls. The "Warranty" issue has been received by **, and it's being taken care of as we speak.

  Blue Fountain Pools Management

   

• Initial Complaint

  07/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Blue Fountain Pools and Spas is a very unprofessional business that do not attend to their customers. My pool was given to me in February 2022 which they claimed was "finished". One of the many complaints I have was they did not do the acid wash when building my pool. I contacted their offices numerous of times and let a countless amount of voicemails until they finally contacted me back and admitted it was their mistake. They finally came to fix their mistake about 3 weeks ago and meanwhile trying to fix their error they ended up doing a terrible job as well ruined the tile that goes around the pool. Another complaint is that the coping is already cracking within just over a year of it being built. I want to emphasis on the part that they do not pick up the phone and will go weeks without contacting back. I would like to get a resolution to this problem not a bunch of excuses that I have been given.

  Business response

  07/12/2023

  Blue Fountain Pools is NOT responsible for plaster discoloration. Please refer to the back of your contract for the details.

• Initial Complaint

  10/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We are having problems with the coping our pool was supposed to be done within 12 weeks after contract was signed June 25,2001 it's still not done it's been more than one year since we signed the contract our coping was cracked on 3 pieces 2 of them were replaced the other patch up it looks horrible and in the process the guy cracked our cement and tried to patch it up. We don't have a problem paying but they need to fix the problems first.I want the piece of patched coping to get replaced along with cement that was cracked and also if anything else breaks or cracks I want that replaced as well not patched up like *************** has been doing. I want them to stop wasting time and do it right because this project is taking way to long. Once this is fix I will let finance company know to release payment to them.

  Business response

  10/27/2022

  Business Response /* (1000, 5, 2022/10/11) */ As of today (10/11/2022) the coping has been replaced and customer has released our payment. Consumer Response /* (3000, 7, 2022/10/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) The coping is done but the pool is still not finished it's taking way too long to complete. There's trash inside pool that needs to get cleaned out to get plastered and they still can't give us a date to when the project will be finished. They are so unorganized. Business Response /* (4000, 9, 2022/10/12) */ We are finishing the job Consumer Response /* (4200, 11, 2022/10/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) What about the 20 preliminary notice that was sent for mechanics lien? We already paid what you asked for. Business Response /* (4000, 13, 2022/10/17) */ Plaster is done today 10/17/22. The pool will have water tomorrow and it's completed. Consumer Response /* (4200, 15, 2022/10/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes pool is almost done. It still needs to pass final inspection. But what about the mechanics lien? What happens with that? You send me a 20 day preliminary notice. Business Response /* (4000, 17, 2022/10/18) */ 20 day prelim is NOT a mechanic lien. There will be no need for mechanic lien if we get paid for plaster in a couple days. Payment is due now (Not after final inspection). Consumer Response /* (4200, 19, 2022/10/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) You're getting your money. It took 16 months to finish a pool that should've been completed in no more than 4 months so unprofessional. Don't recommend this company to anyone. They use the cheapest materials, didn't want to fix things only patch up. Wanted to put a mechanic lien for payment when the job wasn't even completed I asked several times to replace coping and all they would do was send Francisco over to patch it up. He came out 3 times to patch up instead of replacing it. That was just a waste of time. I give them a 0 on a scale from 1 to 10.

• Initial Complaint

  06/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  After the completion of our swimming pool, we were advised that the concrete coping would in cure in approx. 28 days. We began to notice discoloration and big dark spots all over the coping but were assured it would fade away. Well, after 6 months of emailing, texting and making phone calls to the company, all we got were in excuses. The coping discolored even more and made the swimming pool look 20 years old. After much research, I knew we were poured a bad batch of concrete. We should have known the integrity of this company once we found all the bad reviews on the internet including Yelp. One of my sheer descents was also installed crooked and let me tell you, once it's in the cement, it cannot be fixed so I have to live with a crooked waterfall. The plaster crew also forgot to install eyeball fittings in the return lines and left a huge messes everywhere. Plaster splatter everywhere, just look at the pictures. I spent numerous weekends cleaning up after them. They also power washed the pebble plaster and chipped the coping in so many areas. The communication is horrible, you have to babysit the entire project after hiring someone to do this for you. They are very defensive if you voice out your concerns and do not follow up with you. They left piles of debris and trash after every phase and do not clean up after themselves. I tried texting numerous times and no response. After 6 months of waiting, I had to get the coping fixed. I spent $***** out of my own pocket to get the coping stained & sealed since Blue Fountain Pool and Spas would not fix their mistake. I spent approx. ******* for my swimming pool and all I asked was to be reimbursed ******* the money I spent to get the coping fixed. Attached is the invoice to get the coping fixed, cancelled check to prove payment, screenshots of emails & text messages with no responses. Please help me get reimbursed, feel free to reach out to me if you have any further questions.

  Business response

  07/06/2022

  Business Response /* (1000, 5, 2022/06/15) */ Slight discoloration of poured in place concrete coping is normal and has nothing to do with bad batch of concrete. All other issues have been taken care of.

*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. ↩