ComplaintsforBlue Science Pools

• Initial Complaint

  08/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 8/22/23 Blue Science Pools charged me $94.18 to clean my pool with a monthly fee of $146 ( they have been to my empty rental home twice)Then 8/25/23 charged me $149 for a service call which included a minor leak repair, how ever they didn't fix anything and they haven't clean the pool. Before I authorized the $149 I was reluctant to pay because I knew what was wrong with the pool and told BlueS. I didn't want to pay someone to tell me the obvious (a leak on the discharge side of the pump) but they assured me the leak repair was included. Blue Science just went to my home and called me to tell me there was a leak but they didn't do any repairs at all. In top of that they went to "clean" the pool on 8/25/23 ,so I went to see the pool on 8/26/23 and realized they didn't clean it, there's dirt at the bottom and walls of the pool. I took some pictures and sent them to Blue S. But every time I contact them they just make excuse after excuse and refuse to give a refund.

  Business response

  08/29/2023

  Thank you for the feedback.  At Blue Science Pools, we are dedicated to customer service and always strive to provide the best service in the industry.  We apologize if this customer believes we fell short in this regard.  

  We do charge $149 for a diagnostic service call from our Texas RAIL licensed mechanics, as we need to pay them to come out and diagnose, similar to a plumber or electrician who would come out to diagnose an issue.  In rare cases, it is sometimes possible to perform repairs while on the service call.  More often, we need to acquire specific parts to perform a repair, as was the case here.  Unfortunately, we cannot rely on a customer diagnosis, as all repairs need to be recommended by a Texas RAIL mechanic.  We did properly explain the service call, and let the customer know we MIGHT be able to repair on site, but if not, we would provide a quote.  In this particular case, there was indeed parts we needed to acquire before the repair. 

  For the cleaning, we've attached the before and after pictures of the pool cleaning that we require the technicians to take while on-site.  These photos are time-stamped and GPS tracked and show the pool was properly cleaned on the 08-25-23 date the customer had in question.  We have a satisfaction guarantee on our cleanings and if the customer was unhappy with any cleaning, we are happy to come out to reclean the pool if we are notified.  

  We want all of our customers to be satisfied with our service, and thus have a 100% satisfaction guarantee.  We will refund this customer in full and cancel their account so they do not receive any more charges.  We appreciate the chance to assist and hope everyone has a wonderful day!

  Customer response

  08/29/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  09/16/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In June 2020, we hired Blue Science Pools to replace our pool tiles to the tune $3,515.00, which was paid on completion of the job. In late June 2021 or early July 2021, the pool tiles were beginning to fall off. After many more phone calls, still no one from the company returned my calls or came out to inspect the pool. Then in middle to late August 2021, Isaac (from pool company) finally arrived with a "professional" from ****** ******** ********* (a Mr. Doug ********). Pool company claims pool needs to be leveled. ****** ******** ********* gave me an oral quote of $5,000-$7,000 to level the pool. When I asked for a written estimate, Mr. ******** informed me that I needed to obtain that from Blue Science Pools. I requested quote last week. To this date, and after several times of communicating with Blue Science Pools, I still do not have aa written estimate. 3 months after initial call, still have no resolution to fixing our pool. Want our money back so we can move on.

  Business response

  09/27/2021

  The cause for the pool tiles falling off is because the pool is sinking on the deep end.  This is a structural issue with the pool itself and has nothing to do with any of the work performed by Blue Science Pools, which was cosmetic in nature.  

   

  ****** ******** ********* agreed to work with the customer directly, as the customer stated she didn't want to work with Blue Science Pools.  ****** ******** ********* has informed us they sent a written estimate to the customer to fix the problem.  

   

   

  Customer response

  10/12/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  When I initially called Blue Science Pools to take a look at the tiles that had fallen (the once they had just installed a year ago in June) they were not responsive to my calls until sometime in July.   I called another pool company to come out & inspect our pool since I was concerned about the integrity of the pool.  The provided the attached report.  I then forwarded that report to Blue Science Pools and when they finally came to our home sometime in August, they had come with another company that does pool leveling.  Why did they think they needed to bring out a guy that does pool leveling when they never even came out by themselves to inspect our pool.  According to the other pool company, the falling tiles were a result of bad workmanship and/or improper mixture of the grout used. (see attached report)

  NO ONE has ever told us that our pool was "sinking", except for the man that Blue Science brought out with them.  We are in the process of determining whether or not the statement from ****** ******** (the company that Blue Science hired) that our pool is sinking is true.  We have hired a company that is in the process of measuring the elevation of our pool.  They have done their initial inspection and will conduct another inspection later this year and again next year to compare measurements of the elevation of the pool to determine if in fact it is sinking.  Our pool has always been unlevel.  We believe the original pool company (which is no longer in existence) may have not properly built the pool.

  Thank you for your attention,
  

  
  Regards,
  
  
   

  
  

  Business response

  10/14/2021

  We understand it's a tough situation for the customer to be in.  The customer is admitting the pool is not level and not built properly, which can cause additional shifting of the structure and cause the tiles to come off.  Blue Science Pools is not responsible for structural problems causing issues with our installation.  That being said, we understand it is a frustrating experience for the customer and we want to help.  That's why we brought a representative from ****** ******** to inspect the swimming pool.  They took measurements and informed both us and the customer that the pool was sinking, which is structural in nature and can easily cause tiles to come off.  This also means any tiles that are replaced will also continue to pop off if the sinking issue is not fixed.  ****** ******** offered a solution and quote to the customer to fix the problem.  

  
  

  NPT is the manufacturer of the tile in question and the ultimate authority on proper installation techniques of their product.  We are confident we installed the product correctly.  We would be happy to try and schedule a representative from NPT to come out and inspect the swimming pool and tile installation in person and ask them to provide a written report for us and the customer.  We don't know the current schedule for the NPT representative but we can reach out to them and provide that information to the customer.     

• Initial Complaint

  08/20/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I hired BlueScience Pools for weekly service & to repair or replace a pool pump. A person came out for $149 to do a less than 10 min. diagnosis --a new pump was needed. Immediately Adam *******, manager, called me and said he would send a quote for a new pump; after some negotiations, a price was agreed upon for a new pump ($2025) & a licensed electrician to install it ($454). The pump was installed on Friday, stopped working on Saturday, repaired on Monday, stopped working on Tuesday & adjusted on Thursday. Adam said the issue was the new pump was tripping the breaker within my existing timer box. The solution is to wire the new pump into a junction box; for reasons unknown, this was not done initially when the new pump was installed- new quote of $531. My complaint is I paid for a new pump to be professionally installed & not to have cut corners by wiring it into an old piece of equipment when it only required a $30 junction box & now I am being double-charge to fix their oversight.

  Business response

  09/27/2021

  We installed a new pool pump for this customer.  The installation was done properly and professionally by a RAIL licensed repair mechanic.  We tested the pump on site before leaving and the pump was fully operational.  A day or two after the installation, the breaker tripped, causing all electrical operation to stop.  We went out several times to investigate, and found the issue was with the breaker and that a new junction box and some wiring was required.  We promptly quoted the customer for this additional work to be performed.

  
  The customer attempted to claim that they shouldn’t have to pay for this additional work.  They claimed we should have done this at the pump installation.  This claim is false.  A new junction box and wiring is not performed as part of any standard pool pump installation, of which we’ve done thousands.  This is akin to taking in your car to get new tires, then coming back days later because your wiper blades don’t work, and claiming the mechanic should replace the wiper blades for free and refund your tires. 

  
  This customer threatened us with lawyers, BBB complaints, and social media reviews if we did not agree to do the additional work for free.  We then agreed to do the additional work for free, but required them to sign a Settlement and Release Agreement so that we had a legal document showing that we satisfied their concerns.  The customer agreed to sign this document.  After several days, they changed their mind and decided not to sign the agreement.  The customer stated they would get someone else to do the work. 

  
  We’re not sure what else we could possibly do for this customer.  We properly installed the pump, provided them a quote for the additional work they needed, and they refused.  They then threatened us with lawyers and other things, so to avoid further confrontation, we made a reasonable attempt to satisfy their concerns and agreed to do the work for free if they signed the settlement agreement.  They refused our reasonable attempt and stated they would get someone else to do the work.

  Customer response

  10/01/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  Just for the record, I never threaten any person employed at Blue Science Pools with lawyers.  I had already filed a complaint with BBB before the second quote (junction box) was given and left a poor review on ****.  

  Please note at this point I do not want anything from Blue Science Pool.

  I would like my review of Blue Science Pools with the BBB to remain of file and available to the public so no one else has to suffer what I have had to go with them.

  
  Regards,
  
  Theresa
   

  
  

  Business response

  10/06/2021

  Even though we didn't cause the issue, we proposed to fix the issue for the customer at no cost.  Our offer still stands.  They are refusing our offer.  If they change their mind in the future, we would be happy to assist.

• Initial Complaint

  06/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I pay for monthly pool service from this provider and also hired them to resurface my pool. Several issues have occurred which have left my pool basically unusable since November 2020. My pool is now leaking heavily, the plaster surface they installed has to be replaced (hopefully under warranty) and the pool is green. I paid them over $8K for the pool resurfacing which has faulty and has not been fixed yet in six months (with no guarantee of a valid warranty). Also I pay monthly fee of $161 although my pool is green, and lastly I paid $1,488.70 to fix an issue with my spa draining, but now my spa still drains AND a major leak has started in my pool after the work was performed which results in the pool draining about 6 inches per day every day. These issues are going on for weeks and months and I would like my pool fixed.

  Business response

  09/27/2021

  We have responded to this customer and are currently trying to assist her.  We did additional work at no cost to help with the valve issues she was experiencing in her spa.  

  The plaster concerns are being addressed with a manufacturer's warranty.  This has nothing to do with us, but we are trying to help facilitate for the customer because the manufacturers are notoriously slow at responding to any claims.  The same issue she's experiencing with her plaster also happened to another customer; same plaster mix, same issue.  We are attempting to have the manufacturer warranty the plaster replacement.  It is out of our hands because we can't force the manufacturer to respond in a timely manner.  We have tried to assist in every possible way and continue to actively pursue the manufacturer to warranty this claim. 

*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. ↩