ComplaintsforBlue Haven Pools

• Initial Complaint

  02/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2013, we contracted with Blue Haven Pools (BHP) to install our pool and a solar heating system. BHP subcontracted to another company (***************), which is now out of business, to purchase & install the solar. For several years between 2013 and 2022, we have had to have the solar repaired. We have always contacted BHP and they would give us the name of a ************* to contact. We paid for all the repairs that were not covered by warranty. This year, we asked BHP to assist us again, as the solar required repair. The solar company they recommended advised us that the panels had defects and would be covered under the Manufacturer's warranty. We have repeatedly asked BHP for copies of the purchase information so we can file a warranty claim with the manufacturer (original purchase information, etc). BHP is not able to provide this information for reasons unknown. We asked BHP to cover some of the replacement costs for the defect panels since we cannot file a warranty claim due to the fact they cannot supply the information we need to do so. These communications have been ongoing since Oct 2022 with no resolution. The latest communication in Jan 2023 from BHP stated: "Our warranty was for 1 year. I understand what you have said in your emails, Blue Haven Pools did not offer any warranty after 1 year." We are not trying to exercise a warranty claim with BHP, but rather the panel manufacturer which we cannot do without BHP's cooperation and the needed information/paperwork.As the system cannot be repaired, we have replaced it at our cost and it is now under our warranty registration. We will no longer need to contact BHP for solar issues; however, we are asking that they cover the $2500 which would have been covered by the manufacturer warranty. We are asking for the assistance of the Better Business Bureau to encourage BHP to acquiesce to this reasonable request.

  

  Business response

  02/07/2023

  The solar system has a one year warranty from Blue Haven as stated on the complaintants contract.  The manufacturer has a longer warranty but has since gone out of business since the system was installed in 2013.  Blue Haven has and will always honor all warranties as expressly written on our contract. It is beyond Blue Haven's reasonable control that the manufacturor of the solar system has quit doing buisiness. As such we delcined to warranty the solar system.

  Customer response

  02/08/2023

   
  Complaint: 19337076
  
  I am rejecting this response because the MANUFACTURER is not out of business, the installer is; We have not asked Blue Haven to honor a warranty. We asked for the warranty information so we could file a claim with the Manufacturer. As Blue Haven is unable to provide this information, we are requesting that they bear some of the cost  of what would be covered by the manufacturers warranty. No contract verbiage from Blue Haven can negate the Manufacturers warranty.  

  
  Sincerely,
  
  *********************

  

  Business response

  02/08/2023

  According to the person who ********* installed the solar panels the manufacturer was Fafco.  Since we only contracted with the solar contractor Advantage, we have no information on who, where or how to contact the manufacturer.

   

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