ComplaintsforBlue Haven Pools

• Initial Complaint

  05/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They started our pool on October 18, 2022; as of today it is still not finished. They have made many mistakes and have finally fixed them to their own satisfaction but not ours, but they gave us a letter stating that they would be finished with our pool entirely by May 4, 2023. We have called many times and they don’t return our calls, they have been payed over $135,000 and the sundek that we have payed for is not done and they will not tell us when it will get done. They say they want an additional $703.00 for the sundek because the square footage is bigger than they charged us for in the contract. Yes there is more square feet because they made a bar area bigger because they did it wrong, now they want us to pay for their error. Besides the fact that they made us pay more for gravel, then they left it in a huge pile in my backyard for over a month and then gave it away to a neighbor of mine for free!! We are beyond aggravated with this company and just want to have the pool area finished.

  

  Business response

  05/17/2023

  The ***********’s have a beautiful pool that they will enjoy for many years to come and be proud of with their friends and family.
  We could make excuses about starting at the beginning of winter and the job finishing in the spring, with delays along the way due to weather, sewer assessments, retaining walls and other issues but we won’t do that.
  Our Superintendent on this job did lose his mother who lived in Texas and was gone for a period of time to deal with her burial and estate.
  Our General Manager got involved then and helped out with some of the issues until our other Superintendent was available to help with the management of the job.
  The pool is finished and running now. Started on April 27th. Sundek texture to concrete deck will be applied when all landscaping is finished, and balances are paid in full.
  Hopefully the ***********’s will enjoy their beautiful Blue Haven Pool with all the construction mess over with.
  Sincerely,
  **** ***** *********

  Customer response

  05/19/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  The pool is up and running like he said but the sundek is not applied to the concrete and the concrete is very slippery when wet.  We cannot set up our table and chairs since the sundek is not done.   We paid the balance they asked for and we got the letter stating they would be done with everything by May 4,2023.       Then the next week they came with a paper saying they wanted more money for the sundek or it wouldn’t be done, the more money was for the bigger bar area.    We never asked for the bar area to be bigger, they said the bar stools were put in the wrong spot and they had to make it bigger because of that error, so now they want us to pay the extra square footage for their error.      The owner brought up our GC, we did not see him weeks before he went to Texas, and that was in poor taste to bring this up in a dispute that had no bearing on what was going on with our pool.    One GC was working with us to right the wrongs, he got a few done but they shut him down quick.   A guy Dean came to pick up the check in April18, my husband showed him all the problems and asked him if would accept this for his own pool, he said well uh and talked about something else.    We paid in full for what they asked in the contract, not the extra square footage they are trying to put on us.     The landscaping was done on May 4th, the same day the pool was to be completed.      The plaster was done on April 21-22, on April 24 they came and turned on the filter and on May 10 they came to teach us how to use the filter.   I call them almost daily to find out what’s going on, they say they will call me back but I’m the one who has to call them.  Still waiting on a call back from yesterday that they said they would call by the end of the day.    
  
  Sincerely,
  
  ***** ***********

  

  Business response

  05/26/2023

  As previously stated, the ***********’s pool is complete and running.  We have communicated through email and phone calls several times and are waiting for the ***********s to instruct us on which option they would like to proceed with.  The options are:
  1.   They pay for the additional concrete coating for the extra concrete that was required.
  2.   We refund the entire amount of the concrete coating that they have paid for.  They can then decide if they want to still go with the concrete coating and deal directly with a concrete coating company. 

  Customer response

  05/31/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  As previously stated, we did not ask for the square footage that is required now.    They made the extra square footage for the error that was made by them.   We should not have to pay for the errors that their sub contractors made by putting the stools in the wrong places that required the bar to be made bigger.    It was their error and we did not ask for that, we should not be paying for their errors.     They told us on the phone that they would have worked with us if we didn’t go to the Better Business Bureau.     We were trying to work with them for almost 2 months before we made this complaint to the Better Businesses Bureau.   
  
  Sincerely,
  
  ***** ***********

• Initial Complaint

  04/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Blue Haven installed our pool in late summer of 2021 and within the first year we had a leak. They failed to diagnose and fix the correct leak (there were 2) and the leak has worsened. Now its year two and our leak is significant causing our yard to be soaked in water and our pool cannot hold water past the skimmer. Blue Haven will not call us to discuss the warranty we have after calling for 2 weeks or to even acknowledge the issue. We were ************* was warrantied for a year yet they have not maintained this policy and adhere to their portion of the contract. We called a pool service company out who says we need to pay close to $6000 to repair the broken plumbing under the patio and repour the patio, which will never match the existing patio, when we just paid $100k to install this pool less than 2 years ago. We did our due diligence by notifying them of the leak within a year and they did not correctly diagnose all issues and complete all repairs. Even the pool repair company said they dont know why BH tried to fix the light, lights dont leak so I feel as if they were just trying to make us go away and convince us it was resolved.

  

  Business response

  05/01/2023

  The issue on this complaint has been resolved. This service work order was sent to our service department in error and we have apologized to our customer for not responding quickly. Our sub contractor went out 2 1/2 weeks ago found leak and fixed it. It was our understanding that the customer was satisfied we have heard nothing more until we received the BBB filing. We called the customer on 4/28 to learn that they were charged for this repair which is unacceptable by our service company. We have informed our customer by phone that we will be reimbursing them for any charges that they incurred. We have asked the customer to please remove this filing from the BBB.

  Customer response

  05/02/2023

  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. The business is in the process of reimbursing us for the expenses we incurred. 
  
  Sincerely,
  
  *********************************

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