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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
06/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
The company refused to discuss the pool warranty transfer process and pricing with the new buyers. They told the seller the cost to transfer the warranty was an astronomical $7,200.00 and expected the buyers to give a credit card for this amount without seeing a contract. The buyers tried to discuss with the company prior to sale but the company wouldn't. Then the first day after the sale, refused to discuss with the buyers because it was "too late". Obviously, this company offers a bogus lifetime transfer warranty. It's a deceitful business practice to claim a transferable warranty and then make it impossible and extremely expensive to do so.Business response
06/20/2024
Good morning,
Unfortunately, the customer's name as filed is not in the system nor is the address.
In order to properly respond can you please provide the address where the pool is located.
The address provided is in a different state.
Thank you,
Blue Haven Pools
Customer response
06/20/2024
Complaint: 21876158
I am rejecting this response. The property address is **************************************The address on the form is my current mailing address.Regards,
*******************************Business response
06/21/2024
TeLeticia Morales
BBB Corporate Office
*************
Response to ****************:
**** Havens policy is that the transfer of warranty must occur prior to selling the home. A quote was offered by Blue Haven Pools to previous homeowners prior to closing,but the transfer of warranty was never initiated by the previous homeowner.
**** Haven has never contracted with ****************, but in good faith **** Haven will still offer the warranty outside **** Havens normal policy.
We understand that value for money is crucial to our future customers, and we appreciate Ms. ******* feedback. The price of transfer is based on several factors, and it may seem high, but major repairs could far exceed the cost of the lifetime structural warranty.
The warranty is optional and **** Haven will gladly work with **************** if she chooses to exercise the transfer of warranty option.
Regards,
Blue Haven PoolsCustomer response
06/25/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. The company is still charging $7,200 to transfer the warranty. I've spoken with other pool companies, and they've told me their charge to transfer a warranty is typically a few hundred dollars merely to cover the cost of paperwork. Blue Haven's charges scream of not standing by their work. The pool in question is only 3 years old. If the company did quality work to begin with, there's no reason for them to manage their risk with such a high price to transfer the advertised "lifetime" warranty.There's nothing more to be done so I'm accepting their response, but it is not satisfactory.
Regards,
*******************************Initial Complaint
08/04/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
For the last year, we have tried to make dozens of calls to the company to fix an item they did not install correctly as well as fix a light that was under warranty. The company has laughed at my husband, hung up on us, mocked us, and ignored us. We absolutely believe they are blowing us off. The pool light needs to be fixed and the gvc electrical unit needs to be fixed per safety regulations.Business response
08/04/2023
*********************,
BBB Corporate Office
******, **, 78754
Response to ***************************
*********************,
Blue Haven is working to replace Ms. ******** pool light. Unfortunately,the manufacture of those particular lights has had a large number of lights go bad. We are working to get through the list of customers in-house and through contractors, so that get we can get through the list as quickly as possible.The **** may be working as intended. Blue Haven will test the breaker once the light is replaced.
Blue Haven is anticipating that Ms. ******** light should be replaced within the next two weeks. The warranty agreement for the **** expired on 2-2-2022, per contractual agreement.Blue Haven does believe that replacing the light will remedy the breaker, but will not know until the light is replaced.
Can ****************** specify what item was not installed correctly?
Regards,
*************************Initial Complaint
01/19/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
It has been ***************************************************************************************** addition the pool was not completed to paid specifications. Originally we had paid extra to have pull at 6 feet in error occurred during construction and only put it to 5 feet. In addition, the heater has not been running correctly and leaking which it has yet been corrected.Business response
01/30/2023
Shay ******
BBB Corporate Office
******, **, 78754
Response to ***************** BBB Complaint:
*********************
Blue Haven has inspected ****************** heater, but will schedule another service call. Heaters do produce significant condensation in cooler weather, but Blue Haven will inspect the heater to ensure it is function as intended.
The pool depth is incorrect and Blue Haven has offered compensation or will change the pool depth to the specified depth.
Blue Haven will contact ****************.
Regards,
************************* here...Initial Complaint
03/31/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Blue Haven, herein now referred to as vendor, installed our pool on or about May 2020. In early September 2021, vendor was contacted about replacing the light they installed in our spa (part of the pool they built). I was informed they didnt have any lights available and to check with them at a later time. A different company was contacted who had the light available. Upon inspecting the site, they indicated they could not install the new light for us due to the way it had been built and that the builder (vendor) should be contacted. I contacted vendor on 10/7/2021 and was informed that they were not doing any light repairs until after the new year, but that a "ticket" had been started and the electrician would contact me to scheduled the repair. Since no one ever contacted me, I called vendor on 2/08/22. I was now informed that no lights were being replaced because it was too cold (funny because to change the spa light you can drain all the water into the pool so no one has to get wet) and that repairs would not be available until March, but that a ticket had been created and that the electrician would call me. No call was received so I called vendor once again on 3/25/22. At that time, an allegedly new representative had taken over and dismissed any prior conversations and assurances the vendor had previously made since "she was not there and didnt know anything about it". I was then at that time informed that light repairs/replacement were not taking place until April 18. This time, however, no mention of any ticket or promise of anyone calling me. Instead I was just asked to call back again about it on or after that day. Vendor is clearly avoiding this repair making excuse after excuse with no real resolution in sight. I am tired of having to call over and over again to just be getting the runaround. In the meanwhile, the spa light they installed and which is worth almost $2000, is no longer working after only a little over a year from installationBusiness response
04/01/2022
*************************
BBB Corporate Office
******, **, 78754
Response to ***************** BBB Complaint:
*************************
We do have ****************** scheduled for the light replacement on the 11th of April.
We do apologize for any delay or delays we have had. We would like ****************** to know that his spa light is warrantied through the manufacture of the light. (Hayward Pool Product) He may use any ********************* in *********** to replace his light. With that being said, we will do our best to get there sooner than the 11th.
Once again, sorry for any delays.
Regards,
*************************Initial Complaint
02/01/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Blue Haven built a swimming pool at my residence in 2021. I paid cash and the swimming pool is still under warranty. Upon completion of the swimming pool I saw work-boot prints on the plaster. I verbally told the builder about it at the time in person. I also made several calls to their office and wrote them emails and a letter expressing my concern and requested that a Blue Haven representative call me to discuss this issue. All of the aforementioned forms of communication and requests have been ignored. The swimming pool is under warrant and I am requesting that the BBB intervene on my behalf in order for Blue Haven to contact me to discuss repairing the plaster in the swimming pool.Business response
02/03/2022
*************************
BBB Corporate Office
******, **, 78754
Response to ************************* Pool BBB Complaint:
Blue Haven can acid wash the pool area to remove the boot prints.This will mean that the pool will need to be drained to access the boot prints.We can schedule this once the weather permits. Most likely,we can complete this work by the end of this month.
Blue Haven can contact the homeowner once the applicator has a confirmed date.Regards,
*************************
Director of Operations
Initial Complaint
12/27/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We hired Blue Haven to build a pool - 3ft, 4ft, and 5.5 ft deep pool. The pool was 4ft, 5ft, almost 5.9ft deep The steps going into the pool super steep because the pool was deeper than 3 feet -The entrance to the pool was 4ft vs 3 ft We asked Blue Haven for help and finally Blue Haven supervisor came to the home and he refused to add a step reduce the distance unless we paid additional fees. Its wasn't our fault the pool was dig deeper or not enough gunite was pour. We agree to have additional gunite poured. The gunite guys came to the home and added additional gunite - no rebar- no bonding agent- no roughing or etching the current cement - they just added additional cement to the preexisting cement. We questioned this and was told it was ok to pour additional cement onto old cement. The professional Cement folks call this a cold pour and its possible that the new cement will not stick to the preexisting cement. Unfortunately, the gunite sub contractor also left the pool steeper - they failed to adjust the gradual grade leaving the pool very steep. We ask for help again - Blue Haven 2nd level Supervisor said he would fix it. He came out to the home without any measuring tools. The super attempted to measure the pool without even getting into the pool. The second issue - The pool is higher above the ground than it should have been according to the plans. We have informed both the sales agent and the pool supervisor at frame stage the pool was higher than the plans. This means there a possibility of the water coming back into the home unless we pay for professional drainage. This also means additional cost in fill and cement to complete the flatwork around the pool. It also means the first step going into the pool is higher. We need to resolve these issues.Business response
02/01/2022
********************************************************************* Corporate Office
******, **, 78754
Response to ***** Camerons Pool BBB Complaint:
Blue Haven has been working with the customer and will continue to work with the customer to address the issues that the customer has stated in her complaint.We have installed rebar and adjusted the pool dimensions that were not correct. Also, Blue Haven is willing to work with any other contractors to address drainage concerns that go beyond the pool.
Blue Haven is committed to working with ******************* to ensure that her concerns with the pool construction are met.
Regards,
*************************
Director of Operations
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Contact Information
7575 N Loop 1604 W Ste 101
San Antonio, TX 78249-2969
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Get a QuoteCustomer Complaints Summary
6 total complaints in the last 3 years.
1 complaints closed in the last 12 months.