ComplaintsforBlue Haven Pools & Spas

• Initial Complaint

  08/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I paid for a Saftron deck to pool beige handrail and after years of problems with my handrail, I was told last week that I have an SRSmith handrail and that it is no longer under warranty, after being replaced multiple times. When I asked what happened to my Saftron rail, no one could answer that question and when I asked for the original paperwork on my rail, ****** texted me that he had no further information for me. When asked for the ********* contact information, it was not given to me and I was told the construction manager would contact me. I would like my current handrail replaced with what I bought, a Saftron rail.

  

  Business response

  08/09/2022

  We are gathering information and will respond by tomorrow

  

  Business response

  08/19/2022

  The ****** **** was completed on 12-10-15 and final inspection by Nassau County performed and approved on 12-14-15, which is 6 years and 8 months ago.
  A powder coated SR Smith handrail is a like substitution for a Saftron handrail. SR Smith is recognized and respected as the leading manufacturer of handrails in the pool industry. We don’t usually have issues with the SR Smith powder coated handrails. We install them and then we never hear about it again from the customer. The powder coated SR Smith rail costs more than a Saftron handrail. Copies of some examples we found on-line are attached.
  The SR Smith handrail that is currently installed is not even the original SR Smith handrail we installed nearly 7 years ago. (We actually replaced the original SR Smith powder coated handrail immediately after the pool was completed at **** ******** request because it had a minimal scratch and she did not care for the painted repair to it). It was replaced mid-2020 by Tempool, a certified contractor, at the request of the *******. We did not perform, direct or supply the rail for this replacement.
  There was never a cost of $1,000 to “upgrade” the hand rail to a Saftron on Change Order #1. The handrail was included and specified on the pool contract as a Return to Deck Rail. The change order simply was noting the customers request to change from a Return to Deck handrail to a Deck to Pool rail. There was no cost associated with this change. The cost of the change order was for other items including adding pavers, step riser, and adding depth to the deep end. A Saftron rail is not specified on the contract or change order #1, it is only specified on the color selections form.
  The cost for a Saftron rail is around $360 - $375. We feel our offer of $500 to replace the rail at this point, which we did not even provide or install, is more than fair and reasonable.Tell us why here...

  Customer response

  08/22/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: The fact that you stated my pool was 7 years old, when it is only 6, is not the issue here. The problem is I paid for a Saftron handrail and you installed an SR Smith and this rail has been replaced 4 times because of inferior craftsmanship. I would like my rail replaced with what I ordered, a Saftron rail, pool to deck, with matching escutcheons plates. Your attachments are of no consequence.

  Regards,

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

• Initial Complaint

  04/04/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Warranty issues that continue to go unresolved. I have brought to their attention several warranty issues since August 2021 that are not being resolved including: pavers that are broken, pool surface discoloration and condition of the screen enclosure. They have sent several people out to look at the issues but no one is resolving the concerns. All communication has to be initiated by me as they are not proactive. I was asked in December 2021 to mark the broken pavers with a blue marker. On December 28, 2021, I marked each individual broken paver; the blue marks are still on the pavers and it is quite embarssaing when I have guests over. I paid Blue Haven over $100,000 dollars on time and in full, yet they cannot keep up on their end to provide their customer with satisfaction. The pool was completed the second week of March 2021, Concerns began to be expressed in May 2021, and continue. If they have no interest in completing or finishing their work, I will do it without them and provide them with invoices to pay. Please address these concerns in a prompt manner as I paid you promptly and have been very patient.

  

  Business response

  04/11/2022

  We met with *** ***** on Friday, April 8 and are working together towards resolution. *** ***** assured us he would withdraw his complaint. He is out of town this week on vacation so not sure that he did so before he left. Please advise if there is anything further you need from us. 

  Customer response

  04/12/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Regards,

  **** ****

   

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