ComplaintsforBlue Waters Pools & Spas

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/10/2022 paid Blue water pools LLP $6425.20 for replacement of pool liner. Company told me that the order would be fulfilled in three weeks, they needed to measure. Weeks passed, they came multiple times. Pool liner was not installed until April 7, 2023. They removed pool ladder from deep end and left metal poles sticking up from concrete creating a hazard for children as they were jagged. Did not install pool light as included in install, removed my well point and put a broken pool pump in place, wired with a drop cord, when came to see why their pump was not working they cut up my drop cord, and stole my pump from my pool shed when they informed me they took their pump back. Never returned to put chemicals in pool and sent bill for pool services never completed. Sent bill for $4000 additional cost, not itemized, and never discussed for reconfiguration of water table issue. Not at any given time was I informed of additional cost during time they were here. She stated that all work for liner installation was included in price. I have reached out to owner several times asking to complete job, and return my pool pump taken from my shed.

  Business response

  07/26/2023

  We received a call from **************** on Monday 9/12/2022 regarding a liner installation. We went to review the location and take measurements of the pool on Saturday 9/17/2022. During this meeting, the customer advised us that she wanted to remove both ladders from the deep end of the pool since the children did not use them, and they were not in the best condition. She also inquired about the light not working and repairing the electrical box for the light, stating that her lawn guy had run over the pole and box while doing yard work. We advised her that the pool had to have at least 1 ladder in the deep end, and we could remove the other one if she would like. We advised **************** that we could fix the issues pertaining to the light, but this would be a separate charge from the liner installation. During this meeting we also discovered that **************** had a well point, which is an axillary mounted water pump to keep water from beneath the pool liner.  The liner quote was provided to **************** via phone on Thursday, 9/22/2022 and the 2nd liner measurement appointment was scheduled for Wednesday 9/28/2022. During this time of measurement, the process for the liner installation was discussed including expected time frames. From Wednesday 9/28/2022 to Monday 10/10/2022, there was no communication from the customer. We received a call on Monday 10/10/2022 at 3:00pm from **************** advising that she wanted to go ahead with the process. We reviewed the liner installation agreement via phone and took payment for the liner. At this time, she was advised the liner would be ordered and should be received within 2 weeks. A Revision for measurements with question to break points and clarification on the measurements (due to the pool not being installed per specifications originally) was sent back to us on 10/11/2022, the response was sent back to the company on 10/11/2022 and a revision was returned on 10/28/2022. The revision on 10/28/2022 still needed clarification and this was sent back to the company on 10/28/2022.  During this time (10/28/2022) we discovered that the difficulty with the measurements was due to water collection under the liner. At this point, the customer was advised of the issue and was told she needed to be using the well point to remove the water from under the pool liner. We advised **************** that we would not be able to determine the extent of damage to the floors and/or walls until the liner was removed. A final revision was received on 11/09/2022, upon receiving this revision, we went to the location to verify the measurements were accurate. The liner was ordered on 11/09/2022 and was received on Thursday 12/1/2022.
  
  Once the liner was received, a conversation was had with **************** via phone that due to the temperature outside and of the ground we would need to wait to install the liner at the beginning of spring. **************** agreed with this due to the pool not being used. On Sunday, March 5th we arrived at the location to begin working on the pool. We found that the pool was full of water and debris and was green. We drained the pool and removed the debris. We returned to the location on Tuesday, March 7th to remove the liner and found that water had reentered the pool. At this time, we removed the remaining water and began removing the liner. Upon removing a portion of the liner, we found where the water was coming up through the ground beneath the liner. At this time, we stopped removing the liner to discuss with the customer the next steps. On Saturday, March 11th, 2023, we returned to the location to finish liner removal and meet with the customer to assess the ground water issue below the liner. During discussions on March 11th, 2023, it was decided to try allowing the current well point pump to run continuously in attempts to lower the water table. The well point pump **************** had was low in volume. We installed one of our pumps to attempt to maintain the water level and allow the ground to dry out. This pump was loaned to **************** at no additional cost. We spoke with **************** on Friday, April 7th, 2023, and it was determined that the well point pump was not enough to keep the water from under the liner. On Sunday, April 9th, 2023, we arrived to finish removing the liner and began digging trenches in the shallow end of the pool to divert the underground water to the well point pump in the deep end of the pool. We met with **************** on site on April 9th, 2023, and showed and explained that a French drain system would have the be installed throughout the entire floor of the pool, this would allow water levels to stay down. Upon this discussion a range of costs was estimated between $3,000 to $5,000 depending on the price of the materials that were needed to correct the issue. We assured her during this conversation that we were doing everything possible to keep the cost lower. During this time, ****************** ex-husband was also on site and suggested we bring the pool up to 5 feet and this would remove all issues with the water table. ***************** advised that she did not want to do this, and the liner had already been purchased and she knew that there would not be a refund for the liner if she went with that route.  On Monday, April 10th, 2023, to Wednesday April 12th, 2023, we had 3 staff members working on this extensively to create the drainage system and recreate the floor. On Wednesday, April 12th, 2023, our crews were on site until midnight ensuring that everything was completed with the drainage and the liner was installed and we started filling up the pool. The pool was completely filled by Saturday and the liner was cut in and operational. The customer had a pool party planned for Saturday at 3:00 and she was able to keep the party as planned. On Saturday, April 15th, 2023, the discussion was had with **************** about replacing the well point pump we had loaned her with a pump she had previously replaced. Discussion was also had about coming back at a later time to permanently remove the ladder, repair the light and electrical, run a permanent drain from the pool filter to the roadside ditch. **************** advised this day that she would like to begin bi-weekly pool maintenance service with us. A text message was also received to confirm this maintenance schedule.
  
  On April 27th, 2023, I received a text message from **************** that the well point pump was tripping the breaker and that the cord had melted to the pumps plug. When ** arrived on site to check the well point pump, he repaired the plug and advised that the well point did not have to run all the time now that the pool was full of water. On Thursday, April 28th, 2023, **************** advised me that ** could pick up the pump, she advised that the pump was in the shed. He picked the pump up on Friday, April 29th, 2023.
  
  On Saturday, April 29th, 2023, a final bill was sent to **************** via email for the additional repairs to the pool floor and adding the drainage system. On Tuesday, May 2nd, 2023, **************** was billed for the maintenance service that she requested. I received a text from **************** on Monday, May 8th, 2023, at 11:38am needing to discuss the bill she received. I immediately reached out to her via phone and did not get an answer. I left her a voice mail and sent her a text at 11:48am that I had tried to call and to give me a call when she had a moment. I never heard anything back from the customer. I reached out to her via phone on Wednesday, May 10th, 2023, to follow up and still no response. I then tried to reach out to her again on Tuesday, May 23rd, 2023, via phone and still no answer nor response.
  
  With the lack of response from the customer, we were no longer able to continue maintenance on the pool and making repairs with an outstanding balance and no communication from the customer. At this time, we were forced to refer to our contract and sent **************** a certified letter regarding the outstanding balance. This letter was dated Thursday, June 22nd, 2023. In this letter a resolution was offered. **************** could make arrangements for the balance due, and services could continue. After sending the certified letter, and receiving confirmation that the letter was received, I received a text from **************** (Thursday, July 6th, 2023). After that text was received, this complaint was filed. **************** had no issues until the letter was sent to her showing the intent to move forward with collections if the balance was not paid or payment arrangements had not been made within 30 days. I believe this complaint to be 100% false and full of inaccuracy. As a small business, we weigh heavily to the BBB for accreditation and this attempt to discredit us is full of malicious intent. Please understand that from May 8th, 2023, until July 6th, 2023, there was no communication with the customer due to the customer not responding to our attempts to reach out. Per the customers complaint, she reached out to the owner several times asking to complete job and return my pool pump taken from my shed. She is 100% incorrect. No communication was received from ****************, via phone, text, email or any other means until July 6th, 2023, after her certified letter was received.
  
  Resolution: The customers pump, that is unrepairable can be shipped to the customer at the customers cost or can be picked up at the store and signed for. The pump that was loaned to the customer, she can keep at no charge. The outstanding balance for the pool floor repair and drainage system needs to be paid in full by cashiers check or money order within 30 days. The amount for Bi-Weekly cleaning of $121.25, can be removed from the customers account once the outstanding balance of $4000,00 has been paid. There will be no further work completed for this customer, either maintenance or repairs.
  
  Addressing the customers complaint:
  
  The company told me the order would be fulfilled in 3 weeks - She was advised at the time of making her payment, there was 1 other ahead of her, and she was looking to be completed by the end of November. With the issues that arose listed above including but not limited to weather, this prolonged the installation.
  
  Pool Lights Not being installed. -  This was an additional charge and was not part of the original quote amount (as outlined above).
  
  They removed my wellpoint and put a broken pool pump in place This is not correct. We did not remove her well point, the wellpoint pump she had was not adequate, and we loaned her a stronger well point.
  
  They stole my pump from my shed Per the text message received on Thursday, April 27th, 2023, from ****************, she advised ** to take the pump from her shed so we could repair it.
  
  Never returned to put chemicals in the pool This is inaccurate. The chemicals we added when the pool was filled on Saturday, April 15th, 2023, and then more chemicals were added on Thursday, April 28th, 2023, when the technician was on site to service the pool and pick up the pump from the shed.
  
  At no time was the additional cost discussed with me This is also incorrect; the additional cost was discussed numerous times while on site. ****************** response was we need to do whatever we have to do to make the pool right, so we dont have to have a new liner anytime soon.
  She stated that all work for the liner installation was included in the price Also inaccurate. Per the contract that was reviewed via phone on 10/10/2022, and the numerous conversations we had with **************** about additional cost. She knew this was not included in the original price of $6425.20.
  I have reached out to the owner several times asking to complete my job, and return my pump taken from my shed. As outlined above. From April 28th, 2023, until May 8th, 2023, there was no communication received from ****************, and From May 8th, 2023, until July 6th, 2023, there was no communication received from ****************, even though there were numerous attempts to reach *****************
  
  Should you need copies of text messages, correspondence, attempts of correspondence, photos taken before, during and/or after the project or the contract please let me know. 

*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. ↩