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Complaint Details
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Initial Complaint
07/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We had a pool constructed by Blue Haven Pools in 2018. The pool has 3 waterfall shears next to the pool. When the columns for the fountains were constructed, footers were not dug or poured to support the weight of the columns. The columns have now began to fall back away from the pool because they are sinking into the ground. We have reached out to Blue Haven and have been informed they do not consider it a warranty issue and the sub-contractor they used is no longer in business in the area. This is a construction flaw.Business response
07/15/2024
Thank you for bringing this issue to our attention. We sincerely apologize for the inconvenience and frustration youve experienced with the fountains installed in your pool. At Blue Haven, we strive to provide high-quality service and customer satisfaction, and we regret that your experience did not reflect these values.
We understand the importance of having a reliable and lasting structure,and we take your feedback seriously. To address your concerns:
1. Warranty Concerns: We would like to investigate your specific situation further to determine if theres anything we can do to assist you.
2. Installation Issues: The photo and your description indicate that the fountains may not have been installed properly. We are committed to addressing any potential installation errors and will have someone visit your property to assess the situation.
3. Customer Satisfaction: Your satisfaction is important to us, and we want to find a resolution that meets your needs. We will be contacting you to schedule an inspection and discuss possible solutions.
Again, we apologize for any inconvenience. We hope to resolve this matter to your satisfaction and restore your confidence in Blue Haven.Initial Complaint
06/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
They installed a pool in March of 2023. Since then I have been trying to contact them to resolve a few problems with NO calls back at all. I have tried emails and calls. 3 major problems: 1. They graded by the pool way to low because someone was confused and thought we had a driveway there before. But the pool company put rocks in the dirt when they installed. The grading failure has caused a pond next to my pool. They caused this problem and should fix it. 2. Terrible cracks in the concrete. 3. A section of the concrete is low directly against the house and holds water. This will cause house damage in the future and needs to be fixed I have asked multiple times for these items to be corrected. I cant even get any one to call me back or come out to see the problem. They received over ******* from me and would like this resolved.Business response
07/02/2024
We sent our superintendent to assess the Pittis concerns on 6/28/24.
1. Grading Issue: Per our contract, we complete a rough grade to a distance of 4 feet from the perimeter of the pool. The buyers are responsible beyond the pool site for grading and drainage. We will work with the Pittis to find a solution for the pooling of water.
2. Concrete Cracks: Per our contract, concrete is not warranted against cracking, chipping, settling or discoloration. We will caulk the crack on the step.
3. Water Retention Near House: We will add an additional saw cut to allow water to drain.
We will schedule a time to address and resolve the issues above.Customer response
07/09/2024
This has not been resolved. I was told they will do something but never heard back. Please open the case still it's not resolvedInitial Complaint
05/15/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
They started our pool on October 18, 2022; as of today it is still not finished. They have made many mistakes and have finally fixed them to their own satisfaction but not ours, but they gave us a letter stating that they would be finished with our pool entirely by May 4, 2023. We have called many times and they don’t return our calls, they have been payed over $135,000 and the sundek that we have payed for is not done and they will not tell us when it will get done. They say they want an additional $703.00 for the sundek because the square footage is bigger than they charged us for in the contract. Yes there is more square feet because they made a bar area bigger because they did it wrong, now they want us to pay for their error. Besides the fact that they made us pay more for gravel, then they left it in a huge pile in my backyard for over a month and then gave it away to a neighbor of mine for free!! We are beyond aggravated with this company and just want to have the pool area finished.Business response
05/17/2023
The ***********’s have a beautiful pool that they will enjoy for many years to come and be proud of with their friends and family.
We could make excuses about starting at the beginning of winter and the job finishing in the spring, with delays along the way due to weather, sewer assessments, retaining walls and other issues but we won’t do that.
Our Superintendent on this job did lose his mother who lived in Texas and was gone for a period of time to deal with her burial and estate.
Our General Manager got involved then and helped out with some of the issues until our other Superintendent was available to help with the management of the job.
The pool is finished and running now. Started on April 27th. Sundek texture to concrete deck will be applied when all landscaping is finished, and balances are paid in full.
Hopefully the ***********’s will enjoy their beautiful Blue Haven Pool with all the construction mess over with.
Sincerely,
**** ***** *********Customer response
05/19/2023
Complaint: ********
I am rejecting this response because:
The pool is up and running like he said but the sundek is not applied to the concrete and the concrete is very slippery when wet. We cannot set up our table and chairs since the sundek is not done. We paid the balance they asked for and we got the letter stating they would be done with everything by May 4,2023. Then the next week they came with a paper saying they wanted more money for the sundek or it wouldn’t be done, the more money was for the bigger bar area. We never asked for the bar area to be bigger, they said the bar stools were put in the wrong spot and they had to make it bigger because of that error, so now they want us to pay the extra square footage for their error. The owner brought up our GC, we did not see him weeks before he went to Texas, and that was in poor taste to bring this up in a dispute that had no bearing on what was going on with our pool. One GC was working with us to right the wrongs, he got a few done but they shut him down quick. A guy Dean came to pick up the check in April18, my husband showed him all the problems and asked him if would accept this for his own pool, he said well uh and talked about something else. We paid in full for what they asked in the contract, not the extra square footage they are trying to put on us. The landscaping was done on May 4th, the same day the pool was to be completed. The plaster was done on April 21-22, on April 24 they came and turned on the filter and on May 10 they came to teach us how to use the filter. I call them almost daily to find out what’s going on, they say they will call me back but I’m the one who has to call them. Still waiting on a call back from yesterday that they said they would call by the end of the day.
Sincerely,
***** ***********Business response
05/26/2023
As previously stated, the ***********’s pool is complete and running. We have communicated through email and phone calls several times and are waiting for the ***********s to instruct us on which option they would like to proceed with. The options are:
1. They pay for the additional concrete coating for the extra concrete that was required.
2. We refund the entire amount of the concrete coating that they have paid for. They can then decide if they want to still go with the concrete coating and deal directly with a concrete coating company.Customer response
05/31/2023
Complaint: ********
I am rejecting this response because:
As previously stated, we did not ask for the square footage that is required now. They made the extra square footage for the error that was made by them. We should not have to pay for the errors that their sub contractors made by putting the stools in the wrong places that required the bar to be made bigger. It was their error and we did not ask for that, we should not be paying for their errors. They told us on the phone that they would have worked with us if we didn’t go to the Better Business Bureau. We were trying to work with them for almost 2 months before we made this complaint to the Better Businesses Bureau.
Sincerely,
***** ***********Initial Complaint
04/15/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Blue Haven installed our pool in late summer of 2021 and within the first year we had a leak. They failed to diagnose and fix the correct leak (there were 2) and the leak has worsened. Now its year two and our leak is significant causing our yard to be soaked in water and our pool cannot hold water past the skimmer. Blue Haven will not call us to discuss the warranty we have after calling for 2 weeks or to even acknowledge the issue. We were ************* was warrantied for a year yet they have not maintained this policy and adhere to their portion of the contract. We called a pool service company out who says we need to pay close to $6000 to repair the broken plumbing under the patio and repour the patio, which will never match the existing patio, when we just paid $100k to install this pool less than 2 years ago. We did our due diligence by notifying them of the leak within a year and they did not correctly diagnose all issues and complete all repairs. Even the pool repair company said they dont know why BH tried to fix the light, lights dont leak so I feel as if they were just trying to make us go away and convince us it was resolved.Business response
05/01/2023
The issue on this complaint has been resolved. This service work order was sent to our service department in error and we have apologized to our customer for not responding quickly. Our sub contractor went out 2 1/2 weeks ago found leak and fixed it. It was our understanding that the customer was satisfied we have heard nothing more until we received the BBB filing. We called the customer on 4/28 to learn that they were charged for this repair which is unacceptable by our service company. We have informed our customer by phone that we will be reimbursing them for any charges that they incurred. We have asked the customer to please remove this filing from the BBB.Customer response
05/02/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me. The business is in the process of reimbursing us for the expenses we incurred.
Sincerely,
*********************************
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Contact Information
151 N Service Rd
Saint Peters, MO 63376-1066
Business hours
Today,9:00 AM - 5:00 PM
MMonday | 9:00 AM - 5:00 PM |
---|---|
TTuesday | 9:00 AM - 5:00 PM |
WWednesday | 9:00 AM - 5:00 PM |
ThThursday | 9:00 AM - 5:00 PM |
FFriday | 9:00 AM - 5:00 PM |
SaSaturday | Closed |
SuSunday | Closed |
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Get a QuoteCustomer Complaints Summary
4 total complaints in the last 3 years.
2 complaints closed in the last 12 months.