ComplaintsforBlue Haven Pools & Spas

• Initial Complaint

  08/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  More info

  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

  More info

  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 installation

  Business 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

  More info

  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

  More info

  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  
  

  
  

• Initial Complaint

  07/21/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We purchased a house that includes a pool built by Blue Haven. The previous owners had issues with them since day one. All they needed to do was replace a light because they had put the wrong one in the first time which was about a year ago. They came out Monday 7-12-21 to replace the lights. Instead they left wiring around the pool and blew our breaker. They left it like that and still have yet to send the electrician out to make the repairs. When I called today and spoke with Janet she then told me that since we didn’t purchase the pool the are “doing us a favor” and that the electrician is super busy and will get to us when he can. Then told me “if I didn’t like the way they ran things to find another pool company.” Great customer service huh?!

  Business response

  07/22/2021

  ********* ******
  
  BBB Corporate Office
  
  Austin, TX, 78754
  
  Response to Mrs. T***’s BBB Complaint:
  
  ********* ******,
  
   Blue Haven pools will attempt to repair the light by the end of the week. Unfortunately, the technician originally sent was not able to complete the repair. We had to notify our Master Electrician and this did delay the repair process. 
  
  We will do our best to complete the repair process by the end of the week.
  
  Regards,
  
  J*** ********

• Initial Complaint

  07/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Blue Haven designed and installed a pool at my house in 2011. We have enjoyed this pool other than for the numerous cracks in it. The contract states the structure has a lifetime warrantee against leaks. I’ve reported cracks to them often. In Aug. 2020 the pool no longer held water. My employee contact was Paul. He scheduled and rescheduled many times before a crew showed up in 02/21. They worked on repair for 5 days and left with no word on finishing. Then we had winter storm. 2 weeks later after many calls to them, the crew returned and still did not finish the job. Blue Haven never once contacted me without me first contacting them. After I texted and called them weekly, then daily for months, they finally answered in 05/21. They hire a new contact. Then more scheduling and cancellations. In June, a man came out and finally filled in the repairs, but the pool is still leaking. Now the contact says I have to pay to have someone come out to test for leaks. I don’t know what to do now

  Business response

  07/09/2021

  ********* ******
  
  BBB Corporate Office
  
  Austin, TX, 78754
  
  Response to *****’s Pool BBB Complaint:
  
  Blue Haven Pools is committed to our Limited Lifetime Structural warranty we apply to all of our pools we build. We are committed to make sure that the pool is safe and that the pool holds water.
  Blue Haven has already invested over $15,000 in the repairs for this pool to include shell repair, leak detection, and patch work on numerous occasions going back to 2012. We have acknowledged that this year has been more difficult for us to come out in a timely manner due to the COVID-19 Pandemic, a massive freeze in February, a national shortage of manpower and materials across the board.
   Blue Haven will do all that it can to make sure that the pool is structurally sound to hold water, unless it is deemed that it cannot due to rising water on to the pool on the lowest point, shifting or ground movement/ fill ground movement and degradation, and or any other stipulation agreed upon in the Limited Lifetime Structural warranty.
  In the past, in good faith, Blue Haven Pools has paid for a 3rd party professional leak detection for the *****’s pool to address the areas of the pool, and leak detection is not covered under the Limited Lifetime Structural warranty. The *****’s will need to pay for leak detection to be performed prior to Blue Haven performing any repairs.
  Blue Haven Pools will assess any leaks to determine if the leaks are within the parameters of the Limited Lifetime structural warranty.
  
  Regards,
  Micheal *********
  Director Blue Haven Warranty

*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. ↩