ComplaintsforBlue Wave Products
Pool Manufacturers
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Complaint Details
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Initial Complaint
01/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased a safety cover for our pool from Backyardcity.com. I intentionally purchased their highest rated and longest standing warranty commercial cover. We are not a commercial property but I purchased this for a peace of mind being a heavy duty fabric and 30 yr warranty. I reached out to the seller to notify a tear we have in one of the mesh panels and that mesh panel fabric is more brittle than the others. I was looking for a warranty replacement. The claim went to Blue Wave Products since they were the supplier and Backyardcity.com was just the seller. After emails and pictures my warranty was denied due to "tears not being covered by warranty." I read the warranty and nowhere does it state anything that the warranty covers and does not cover. All it shows is the pro rated amount one would have to pay throughout the years of cover ownership.Initial Complaint
01/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Purchase Date November 3, 2020 Warranty Claim filed January 3, 2023 (5 year warranty)Purchase price $3,500 (best guess here)Purchased an Infra-red Sauna - installed it - it worked for a total of 16 times and the panel went out. I contacted the warranty company, did their tests to troubleshoot the problem and they notified me it's a known defect and would send me a new panel and roof. After months of emails, phone calls, promises, etc. etc. Here I am a year later and still no fulfillment on my warranty request. They constantly tell me it's in stock, then it's not, then there was a delay, then they sold it to someone else, they'll order another one etc. etc. the list of excuses is endless. Their contact information on their website is different than what you have though. I have a very lengthy thread of emails I could forward you - I almost always deal with the same guy "*******" - although once or twice someone else responded, but it's always the same. I feel at this time they're just stalling until my unit is out of warranty - will never fix the problem and then tell me they can't do anything before the warranty runs out in 2025.Here's the info from their website CONTACT ** ************** WARRANTY CLAIMS *********************************** CUSTOMER SERVICE *********************************** BECOME A DEALER ******************************** Blue Wave Products, ***************************************************************Initial Complaint
09/22/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
We purchase a pool winter cover from you. When we put it on some grommets we missing for ab out 10 feet, also several grommets were smashed. We liked how large the product is and the quality of the thickness but not satisfied with the grommet placement.This is a 16x28-Ft oval 15 YR winter cover2400 WC926-4. 4J-19-A Purchased 08/22/2023 from Amazon Sent in warranty card.Initial Complaint
04/25/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I bought a new Breakaway Dome Hockey Table and the manufacturer/retailer looked for every single excuse to not honor the warranty or even provide tips. The bubble dome, which is the most important part of the table, does not fit on the playfield precisely and most of the corner players' sticks or helmets get stuck to the dome. The table hinge doesn't even align the holes of the dome to be screwed in and the end bumpers don't allow the bubble to sit on the playfield as it should. Based on other complaints available on the Internet, I'm sure the manufacturer/retailer is very well aware of this issue (and that's probably why this item is discontinued) but they didn't even bother to offer any tips or upgrades that would make this piece of s*** to work. You low lives are not gonna sell these products for high dollars, which takes 50 hours of assembly time, and then say sorry, it is your problem! Do you dirt bags know how frustrating, heavy, expensive and difficult this is to be unassembled and returned? **************** means you make every effort to discuss what might be causing the issue! Beware of these scammers!Initial Complaint
02/09/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased a blue wave pool May 2019. It immediately began to rust and fade. I registered the purchase with blue wave and was told to contact another company for warranty service. unfortunately the other company does not exist! So Blue wave sold their warranty service to another company to walk away from its customers! Here is some text from a Blue Wave customer service email:"Thanks for reaching out! We're sorry to hear about the issue with your order and we'd be happy to help make this right.However, we'd be happy to be a middleman between you and the manufacturer in order to proceed with a warranty claim for a replacement!"I see that you purchased the **********-ft Round 54-in Deep Steel Wall Hybrid Above Ground Pool w/ 8-in Top Rail (NB12924) and the pool is manufactured with ****** Please reach out to the regarding the rust on your pool."When asked why ***** does not respond to an email or snail mail Blue Wave said:"I will reach out to them but suggest you send another email as they prefer to deal directly with the customer.I will notify you if I hear back from them."But ***** is not there! They don't retrieve their physical mail from the post office and they don't return email. This leaves Blue Wave as the only company left for me to get warranty service from. Blue Wave has set up this dummy warranty claim business to ditch their customers warranty claims.Initial Complaint
11/29/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Purchased this pool in the summer of 2021, when they were at their highest price. Paid $1,000 for the Active Frame 18-ft Round 52-in Deep. I took the cover off for the season and we didn't use it but maybe 3 times. Fast forward to summer 2022 when it's time to set it back up. It's ripped to shreds and didn't withstand one season. I contacted blue wave and was told I only had 90 days for the warranty and I was basically told to buzz off and it's not their problem. 90 days for a warranty is ridiculous when I was under the impression it was at least a year. Just shows they don't back their quality if they only offer such short warranties. Would not recommend this pool or company. the filter doesn't actually filter either so you will have to buy a separate and larger one that actually can filter this much water. The ladder is janky and the cover is as thin as a trash bag. You're wasting your time trying to get anywhere with them.Initial Complaint
10/26/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased a pool cover from this company in 10/16/2020. These pool covers are meant to last up to 8 years apparently. I used this pool cover in the 2021 season, thats 1 year. The cover is destroyed when I tried to put it on this year. I reached out to the company who says they will replace unconditional for a year in their warranty but them charge for anything after. They have this really awful fraud scam where they charge for years 2-8 for 50% or the price of it plus shipping etc. which is not normal for pool covers to have to be replaced 2,3 4 years later. I thought it was just me untill I read the reviews on Amazon They have ppl buying a new one every year which is not normal business for a pool cover that should last up to 8 years. One review says they can do that until someone files a complaint. Sadly it should not come to this. This company purposely sells defective products so you have to buy one every year from them, its all a business scheme. Amazon says we have to deal directly with them. BBB please help us consumers that really count on these products to be good!! In ** the ******* aren't even harsh so definitely after a year this pool cover is defective! I took a pic of another reviewer who pretty much sums up whats going on.Initial Complaint
06/15/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Bought a solar cover for a pool through Amazon from them with a three year warranty. They no longer sale product through Amazon though.I've emailed them to claim the warranty and got no reply. I called them and was told that I needed a number from their reply to that email. I explained that I didn't get a reply. I emailed them again and to:WARRANTY CLAIMS *********************************** CUSTOMER SERVICE *********************************** Again no reply.Since we have used it I would have been happy with a third off a new one. Now I'd like it replaced!Initial Complaint
04/11/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased a sauna model SA7008 manufactured by Blue Wave Products from ********** on November 29, 2020, for $3278.22. The manufacturer provides a 5-year warranty for electrical components. The sauna stopped working in December of 2021. I contacted Blue Wave customer support, and they assigned a ticket number WAR00174031 on January 11, 2022. After determining the faulty part, they set up order #******* for a replacement heater circuit board on January 20, 2022. They said it is a shipment from overseas. Almost three months have passed since then with no results. I sent several emails during that period asking about the progress of the shipment, but they did not give me any details. Since my sauna is not working for four months, it looks like Blue Wave Product does not intend to honor its warranty terms.Initial Complaint
07/22/2021
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
The company has failed to replace a pool liner under warranty. Original order 5/5/1917 GRANBMA 15 pool kit and liner. $1641.86. Order ****** Customer ****** Requested replacement liner July 5, 2020 Order ******. Told out of stock, Repeated emails asking for date of delivery. Call on May 30th told it would be July 16. Call today the 22nd and was told someone would get back to me. The company has had ample time to get item to me. Please contact BW and have them ship the item. The last person I talked to was *** at ************ Ex. 124. Under the desired settlement, there is not a response for the warranty to be honored. That is the resolution I need. Thank you for the assistance.
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Customer Complaints Summary
14 total complaints in the last 3 years.
4 complaints closed in the last 12 months.