ComplaintsforBlue Haven Pools & Spas

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing to file a formal complaint against Blue Haven Pools ********** regarding their lack of response and negligent service. On Nov 2, 2023, I initially contacted the company to address a recurring equipment leak issue. Despite multiple attempts through phone calls, emails, and text messages over the course of 16 days, I have received no response or acknowledgment from Blue Haven Pools.This negligence is particularly concerning as I had previously experienced this leak issue twice before, and on this occasion, I emphasized the urgency due to the impending winter months. My expressed concern was the potential for the leaking equipment to freeze, leading to further damage. Regrettably, my attempts to address this critical issue have been met with complete disregard by Blue Haven Pools **********.As a previously satisfied customer who has even referred friends to their services, I am deeply disappointed and disheartened by the lack of attention and professionalism demonstrated in handling my legitimate concerns. The absence of any response or effort to resolve this matter reflects poorly on the company's commitment to customer satisfaction and care.I am compelled to caution others against engaging with Blue Haven Pools ********** for their pool design needs. If asked for a recommendation now, I would strongly advise individuals to seek services elsewhere due to the company's blatant disregard for customer concerns and their apparent indifference to rectifying issues promptly and effectively.I request your assistance in addressing this matter and hope that my complaint serves as a warning to potential consumers about the unsatisfactory service provided by Blue Haven Pools **********. I kindly ask for your intervention in facilitating a resolution to this ongoing issue.

  Customer response

  11/27/2023

  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,
  
  *************************

• Initial Complaint

  09/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Last summer I contracted Blue Haven pools to install a $100,000 pool in my backyard. My pool has issues today. I have leaking equipment, I have a skimmer that does not work, and a possible pool leak. I have talked to the office staff and left multiple messages, I have left numerous messages directly with the owner and can not get a call back or return message. They refuse to send people out to make repairs. They have sent subcontractors to my house without notice, to dig up the yard and then a second time to put the mud back where they took it from. They have made no repairs to any items.

• Initial Complaint

  03/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I had an in ground pool built by Blue Haven Pools in **********, *****. The entire project was completed in October of 2021. Although the business never came back to mount some of the equipment properly like they said they would and they never provided what is called *********** either. I have asked several times. Now the end of the sidewalk that was poured has started sinking and has cracked. I have called 3 times in the last 4 weeks and recently sent pictures but nobody will contact me back about the issue. I spoke to the lady in the office and she said she told the ** but still nothing from anyone. This is a poor workmanship on the contractor and I have asked that it be fixed under warranty but nobody will contact me. Its only getting worse.

  Business response

  04/20/2022

  Hey, Mr. ********************* I get to the ********* Update that I would like to share with you, I need to reiterate, for the record, that the Blue Haven Sales Contract signed by you clearly states in Paragraph 3 of Section 1. Terms and Conditions:
  

  "In the event Blue Haven contracts to install walks and decking, said walks and decking are not warranted against cracking, chipping, raising, settling, or discolorations. . ."

  This is definitely why our Manager kept telling me to inform you that there would be no warranty available to you which would cover the crack in your sidewalk.  However, when I saw the picture you sent in, I thought that, even if we were not contractually required to repair the crack in your sidewalk for you, it just might be something worth consideration, in your case...

  I know we spoke about it a week or so ago, and a phone call would be a much more efficient way to give you this update, but I decided I better send the update thru the BBB, so that they will have a record showing a response to your complaint.  (WE knew I was working to get you all fixed up, but I needed to respond formally in order to keep them in the loop, as well!)  ;D

  So... I think I told you last week that I had an opportunity to speak with the ******* of the ************ about the crack in your concrete that goes over the pipe installed right there.  I was able to show him the picture you sent, as well.  He agreed that it was definitely not an example of their best work.  Today, I had the opportunity to present the picture to our Manager, as well, while he was on the phone with the *******.  When he saw exactly what you had been trying to explain, he immediately asked the ******* what they were going to do about it... They both agreed that, in order to feel good about the workmanship, the slab of concrete in question should, indeed, be removed and replaced.

  We will be in contact by the end of next week to speak with you about getting that work scheduled.

  We truly appreciate your tenacity, Mr. ************** But, more than that, we are ESPECIALLY grateful FOR YOUR PATIENCE!  Thank you, again!!  :D 
  

  Customer response

  04/21/2022

  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.
  
  Thank you for continuing to work in this, as we agreed this was more than a crack. Thanks for contacting me. 
  

  
  Regards,
  
  ***** English

  Customer response

  08/10/2022

  Complaint: ********
  
  I am rejecting this response because:

  I have contacted my pool builder more times than I can list to resolve issues with our pool. I have emailed, text, and called with details and pictures of the issues. All they ever tell me is that we will contact the contractor or we will come out and look at it or we will call you back, but none of the above ever happens. I dont want to call them lies or assume anything but they have not given me any reason to think otherwise. I have already filed one complaint and they told me they would take care of it but as soon as the complaint was closed they stopped everything again. Previous complaint number ********. At what point are they at breach of contract for not honoring warranty or even allowing subpar work to happen and not fix. I have paid someone to fix first issue but due to the design of the original contract work it is failing again. Now I have other issues with the coping and pool not being level but all they tell me is we will call you back, we will come look, can you send pictures even after I have sent these pictures multiple times. I just want my very expensive pool fixed.
  
  Regards,
  
  ******************

• Initial Complaint

  03/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  This complaint is for the thousands of dollars of unfulfilled contractual obligations by Blue Haven Pools ********** (BH) during the construction of our pool. According to my signed contract and the accompanying work/task pricing breakdown from their system, to date there is still in excess of $3000 of equipment and/or services not performed or provided by BH with no indication whatsoever that these items will ever be addressed or credited back.I paid $1,995 to have my backyard sprinkler system re-routed after the backyard was torn up during the pool dig. This re-routing was never done. Now my sprinkler system is unusable. I paid $295 for an automatic water leveling system, later to be told by BH it was illegal to operate in our municipality. BH installed it anyway and charged me for it. I paid $500 for the 20-foot span of wood fence on the side of my house to be repaired/replaced (access for sub-contractors). During construction, it was damaged significantly. BH just put in a replacement wooden fence post and re-attached the tattered old fence sections with several slats damaged and/or missing. Our HOA violated us so I replaced it myself. I paid $100 for two volleyball sleeves that were never installed. I paid $430 for a Zodiac Fusion In Ground mineralizer system. BH installed the cheaper inline version instead which retails for around $130 (no credit provided). I paid $50 for downspout connections from rain gutters that were never installed, not to mention they ripped off one of my downspouts during construction that I replaced myself.To date, I still don't have the proper pool controlling capability that I paid for. I paid for the ability to control basic pool functions remotely, from my phone. The circuit breaker on my current lower end stop-gap controller keeps popping and then my pool stops running. Not ideal for the freezing temperatures during winter. For months I've requested that BH troubleshoot this electrical problem, but they just ignore me.

• Initial Complaint

  03/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I hired Blue Haven to build a pool in March of 2019. The pool took 6 months to finish. It was the worst experience of my life. The pool was designed with stone planter boxes built on one side of the pool. There are 3 boxes and a there is a little fountain that cones out of each one and goes into the pool. I did not fill the planters with dirt and plants for a year because Blue Haven did not finish the inside of the boxes. They did no sealant work and basically left them unfinished. Then the pandemic hit and I couldnt get a hold of them for a year. Finally I was able to contact someone who apparently was temporarily taking over the business. I called right before the big ice storm last year for someone to cone out and show me what to do because I didnt want the pipes to burst. This person turned off the fountains in the planter boxes. After the freeze when I turned them back on the pipes had burst and now leak in to the boxes. I tried to get the new manager to come over and look at them but they refused and told me I would have to pay for someone to vine out and look at it. I cant tilurn in the fountains anymore. I cant fill up the boxes with dirt and plants. My pool equipment also wasnt put together properly and Ive had leaks and problems with it from the beginning. I paid over ******* in cash for my pool and it regret it every day. Please help!

*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. ↩