ComplaintsforBlue Crew Pools

• Initial Complaint

  12/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 7/19/22 I purchased a new ******* pool heater from Blue Crew Pools cost was 2,728.00. It stopped heating the pool in september of 23. I called Blue Crew and asked if my heater was still under warrenty and was told no. I scheduled a service call with Blue Crew and they came out on 9/20/23. According to the error code they attempted to replace the thermil regulator. The srevice man could not get the plastic cap off, he broke it and left it like that and took the good cap with him that he was trying to charge me for.. He had to remove the manifold to replace the part. When he removed the manifold he said the heater has severe corrosion due to poor water chemistry. After replaceing the part the heater still did not work. He attempted to contact his ******* rep buit to no avail so he left and said he would call. After two days I had to call him. When i got hold of him he said he has not heard from his rep. I called ******* on Sat. the 23rd and was told my heater was infact still under warrenty. Blue crew is trying to charge me for the part and service call. On 10/4/23 ******* sent out a service tech and he change the part blue crew replaced because it did not work and changed another sensor. I told him blue crew mentioned corrosion and he found that was not true I had my water tested and the numbers were accurate. Therefore blue crew was completely wrong. I tried to explain to blue crew but they kept saying the part was not covered. I said you should call ******* and get the right info. They called their rep and again he said I had to pay for the part. I sent another email and said you have to call *******. I was called a liar they did not believe me wanted proof a service man came out. They finally called ******* and I was right the owner sent another email and stated he removed the regulator part but I owe for service call and also stated he didn't care that he made the mistake and I was on the hook for the service call. I refuse to pay for service he did not provide.

  Business response

  12/18/2023

  ***** ****** is absolutely correct.  We have always been told by both ******* and Hayward that a product, depending on what it is, only has a one year warranty from date of install.  I made ***** aware that our ******* sales rep was incorrect and that is who we get our information from, and that we apologize for the error.  Further, its on the homeowner to call the manufacturer and register the equipment so a warranty can be put into force.  ***** waited over a year to do that.  The bottom line is this: 1.  ***** Called Blue Crew Pools to have a service call done on his heater before doing his homework and registering his heater and asking if it was under warranty. 2.  I provided the service call for the company. 3.  The inside of the thermal regulator was blue and rusted, signs consistent with poor water chemistry. 4.  Because it was corroded in there, after breaking off two of the tabs needed to get a screwdriver in between to unscrew the cap holding the regulator in the manifold, I decided it would be best to take the manifold off and replace the regulator from inside the manifold.  As mentioned this was done to protect the cap from any more breaking.  I've never seen a cap not unscrew like that one.  5.  I told ***** that they may not warranty that part and I'd have to check on the warranty of that part. a few days later I got and answer from the rep and it was wrong. 6.  I replaced the regulator as ******* says "If the heater doesn't continue to run, replace the thermal regulator to see if that fixes it.  If it doesn't replace the old one and move on in testing. 7.  It did not fix the issue.  I asked ***** if he wanted me to re-install the old one.  ***** said no "it was corroded and if it needed to be replaced we might as well leave it in there. 8.  I told ***** I would call the rep and find out what I could.  I never heard back from the rep and I tried to make a couple calls.  9.  ***** decided to call *******.  He also registered his warranty at that time according to his email. 10.  I was told by my ******* rep that regulators are not a covered part and I explained that to ***** as well.  However, I told ***** that if they did warranty the part, I would take that off the invoice but he would still be in rears for the service call of $125.00 11.  I asked ***** for proof that ******* warrantied the thermal regulator and got a nasty email about "how dare I ask for that" 12. ******* did warranty the wearable part and a sensor which was the next test on my list only I didn't have the sensor.  If I had the sensor that heater would have been working that day.  I only wanted proof so I could remove the line item and help him out. 13.  However ***** sees this, he is still on the hook for a service call because, as I have expressed to him several times, he called Blue Crew Pools Inc. first to come out and look at his heater and service calls for a non ******* warranty service center are not free, they are invoiced.  If it were anyone else the same would have applied.  I told him I would take the regulator off the bill if ******* covered it. and I stood by that.  However, I am not standing by losing a service call because his heater is under warranty.  The proof of burden lies with the owner of the equipment.  We are too busy to be running down serial numbers and making calls to ******* for the customer, I called the rep out of courtesy .  Now, had ***** registered his heater as soon as I installed it, and then called ******* to find out about his part, ******* would have sent him the parts and sent a ******* certified warranty repair shop to fix it.  He did not so the invoice stands and will continue to accumulate late fees until his service call is paid. 14.  Had Blue Crew Pools Inc. been a ******* warranty service and repair center, ******* would have paid Blue Crew Pools and we'd never be having this issue, but we weren't and we want our service call money that we deserve for coming to the house, working on the heater, calling the ******* rep and then giving him a thermal regulator.  

  Customer response

  12/21/2023

  1. I do not need to do homework. Blue crew needs to do theirs. 2. I calledBlue crew first because I purchased the heater from them and they installed it. It was the blue crew who told me it was not under warranty after the first year when I called and asked. If the blue crew were professional they would have immediately known or looked to see if it was under warrenty.  3. The warrenty tecnitition ******* sent out said there was no corrosion. He had no problem getting the cap off even after blue crew broke it. Blue crew didnt even leave me the cap they tried charging me for. He said I can pick it up at the store.  4. The thermil regulator blue crew installed was no good and ******* had to replace that and another sensor. Blue crew kept telling me it was not a warrenty part according to them and their rep. So who needs to do their homework.  After the heater was repaired properly without breaking anything the heater worked fine. 5. I immediately had my water tested and the numbers were spot on, so telling me the heater had a lot of corrosion due to water chemistry was wrong.  6. He never told me they might not warrenty the part. He and his rep said it was a warrenty part. Again who needs to do homework. 6. He left me hanging for two days with no calls or text and when I texted him he still had no answer. 7. His answer in number 6 makes no sense due to it not happening like that. He changed the regulator it didnt work he called his rep who did not answer and he left he never preformed any other test. 8. He never asked if I wanted him to reinstall the old broken part that is a lie. Why would I even want the part that didn't work put back in. That makes no sense. 9. I decided to call ******* because blue crew had no answer after 3 days. And yes i registered the heater at that time because ******* said I could. And I just registered it again because they missplaced the other registration. So what, what does that have to do with anything. 10. Blue crew never told me that if they did warrenty the part he would take it off. Again he is a liar. Blue crew called me a liar and said I need to be upstanding and pay my bills. 11. I am not on the hook for a service call weather I called him first or last. If Blue crew knew what they were doing we would not be here.  12. When I hire someone to do a job I expect a professional and reliable company to have full knowledge of the equipment they are selling. When I told Blue crew I contacted ******* and told him that heater was under warrenty he still didn't know that 4 days later so what was blue crew doing while I sat here still with a pool heater not working. Your to busy to run down serial numbers you took a photo of the serial number when you were here. Try being honest, nothing but excuses trying to put all the blame on me not happening.  12. I asked Blue crew why arent you a warrenty person his reply was I can charge more than *******. Real nice charge more than the main company, when both blue crew and there rep have no clue what they are doing or talking about 

  Customer response

  01/09/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  BBB spoke to the business and the consumer, and the issue has now been resolved between the two parties.    Regards,  ***** ******

*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. ↩