ComplaintsforBlue Haven Pools

• Initial Complaint

  08/25/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Purchased a pool with the expectation that (2) pool loungers would be provided free of charge as a promotion to get the contract signed with Blue Haven Pools as opposed to a different pool company. After completion of pool, I was informed that pool price was discounted in-liu of the promo offer to meet the price point I had requested. I believed the discounted price included the (2) free pool loungers, which made BH the optimal choice. I have discussed this with BH and have been informed there is nothing they can do because the promo was not listed in the contract and all communication points to these pool loungers not being included. I still feel deceived by the practice of using a promo to get business and removing that promo (for whatever reason) without informing me in writing. My hope is the BBB will review and come to the conclusion that pool loungers should be provided.

  Business response

  08/25/2023

  Good Morning,
  

  This is *** ******* ********* This customer has address in the Houston/Katy area. 
  The *** ******* ******** does not service or sale in the Katy/Houston area. Please contact the Houston location as they are independently owned.
  

  Thank you,
  

  John 

• Initial Complaint

  10/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Our pool was completed approximately 11/2021. Since that time, the plaster has had white patches, worker footprints and blue spots throughout the pool. I was originally told by the superintendent to give it some time and it would clear up and change. After 11 months, it has not cleared up, nor changed. The plaster still has white patches, workers footprints and at least one blue spot on the entry steps. I have contacted Blue Haven via email on 09/21 (no response), 09/27 (no response) , 09/30 (they did reply to this email asking for additional information), 10/12 (they responded they were waiting on an update from the plaster company), 10/14 (no response) and 10/17 (no response). Additionally, I called the office at least twice asking for information. I have also texted the superintendent for our pool on 09/22 (he replied asking for more information), 09/27 (he said he would call and find out when someone would be coming out), 09/28 (no response), 09/30 (no response), 10/03 (no response), 10/04 (he said he would check again), and 10/05 (no response).

• Initial Complaint

  08/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Blue Haven constructed an in-ground pool for us. It was completed in April 2022. I had some complaints that I communicated to them: (1) poorly done caulk/sealant, (2) paint and concrete overspray on my porch beams & wall, and (3) lack of cleanup in the yard including dangerous items like rebar, concrete, strips of nails and trash plus pipes not completely buried in yard I was never able to get any of my complaints addressed. I had a warranty issue with the decking peeling off that was taken care of through the warranty department. Despite calling the main office & emailing the administrative assistant ***** ********* I was never told who could address these complaints. After one month of trying to get the project manager **** to send a cleanup crew I paid a landscaping company to remove all of the construction debris and trash from the yard since the growing grass was making it even more hazardous because some items were concealed by the grass. I even emailed my complaints to the warranty department asking if they knew who I should direct my concerns to. My question was ignored other than I was told the receipt I provided showing the cost I paid to have the site/yard cleaned up would be "forwarded to management." That response was sent to me July 20th. I have not been contacted since that date. ****** (project manager) onsite late March (3/23 or 24th). Discussed needing site cleaned up. Pointed out rebar, concrete chunks, broken concrete forms to him. Was told cleanup crew would come soon **Pool completed & filled 4/1/22 **Phoned **** to ask again when cleanup crew was coming & left voicemail 4/5/22. Call was never returned **Emailed construction scheduling dept. 4/11 to inquire when cleanup crew would come. **Received response that **** was notified to take care of issue **Paid landscaper to cleanup debris & trash out I have attached the debris cleanup receipt, the emails, & phone record showing calls made to the main office and to the project manager.

• Initial Complaint

  08/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We had a pool built with Bluehaven which started in November 2020. The pool was completed around October of 2021. One of the items purchased was an Ozone smart cleaner. Shortly after pool completion the device was no longer working and we submitted a warranty request to have it fixed. It took a while but they replaced the unit with a new one. Within 2 weeks of the new unit it also is no longer working and I submitted a request on 6/14/22 to get it fixed. It is now about 2 months later and no-one is doing anything about it. I reached back out on 7/20 and they replied they will check on it. I then reached back out on 8/1/22 and never heard anything since. I am asking for a refund for this device as it has never worked and seems to be a faulty type of device and cannot trust it to work or get it fixed. Thank you

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