Complaints

This profile includes complaints for Blue Haven Pools & Spas's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Blue Haven Pools & Spas

  7575 N Loop 1604 W Ste 101 San Antonio, TX 78249-2969

  
• 

  Blue Haven Pools & Spas

  8868 Research Blvd Ste 301 Austin, TX 78758-6401

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last November 2024 I noticed there was something weird going on with the back of my pool structure so I took pictures and notified Blue Haven by going to their *********** 1604 location. I had my pool built by Blue Haven in 2018 and note that they have a lifetime warranty on the structure so I stopped by the office with pictures of the area that needed servicing because no one would answer or return my calls. There was an elderly white lady at the counter that went to go get someone from the service department to help. That man took my number and said he would send someone out to repair the pool for about $516.00 (why I don't know because my pool was warrantied). I didn't have the money at the time so I asked that he come when I got paid in December. December came and went and the man never answered my texts to send someone out to repair my pool decking and structure. I called again on April 16, 2025 and they claimed they would have someone call me, that never happened. I called a few more times to have someone just return my calls because no one ever came out so I followed up on April 26, 2025 by stopping by the office and spoke with the same old white lady. She said services were all out, so I asked to speak to *** because he was there and he was the same person that sold and built my pool in 2018. Amazing *** and the same service guy that ghosted me in December shows up. They make promises to come out and here it is mid-June and they have not called or shown up to my house to even look at my pool. They never came out and actually inspected the pool or anything. They tried saying something about Texas ground movement; I reminded them that the structure has a lifetime warranty and there is structural dame as well as the decking. Because the first time it was decking? My ground surface was not disburbed until they dug the hole to install the pool those are facts. My pool's structure is at risk or further damage; I need them to fix it at no cost.

  Business Response

  Date: 06/18/2025

  BBB Corporate Office
  ****************
  Response to Ms. ******** BBB Complaint
  Attn: ******* *******,
  Blue Haven will dispatch a superintendent to inspect the pool once more. As stated in the terms of our agreement, the lifetime warranty applies specifically to the structural integrity of the pool shellensuring it retains water. However, any structural issues caused by ground movement fall outside the scope of this warranty and are not covered.
  That said, as a gesture of good faith, Blue Haven is committed to supporting our customers whenever possible. We will send a superintendent to assess the current condition of the pool, evaluate any movement, and inspect the sheer descent water feature to determine if there are any corrective actions we can reasonably take.
  Sincerely,
  
  
  **** ********
  Blue Haven Pools
  

  Customer Answer

  Date: 06/25/2025

  Complaint: 23480011
  
  I am rejecting this response because:
  BLUE HAVEN SUPERINTENDENT CALLED ME ON JUNE 18, 2025 AT 9:37AM TO SCHEDULE AN APPOINTMENT TO COME OUT TO MY HOME ON TUESDAY JUNE 24, 2025 AT 12 NOON. THAT DID NOT HAPPEN; RESULTING IN ME BEING LATE PICKING UP MY CHILD FROM CAMP; SHE IS A MINOR.  I GOT NO CALL NO TEXT NO SHOW. UPON FURTHER INVESTIGATION; I FOUND THAT BLUE HAVEN BUILT MY POOL WITH NO RETAINING WALL WHICH DIRECTLY IMPACTS THE POOL AND THE PROBLEM IT IS HAVING AS SHOWN IN THE PICTURES. THE BEFORE AND AFTER PICTURES FROM CONSTRUCTING THE POOL TO THE WAY IT IS RIGHT NOW, SHOW GREAT SIMILARITIES; HOWEVER, WHAT I FOUND WAS UNSETTLING; BLUE HAVEN CHOSE TO BUILD MY GUNITE POOL KNOWING MY TERRAIN WAS ON A SLOPE.  ON THE PROPOSAL THAT WAS GIVEN TO ME THAT IS SHOWN ON THIS PAGE; MY POOL DOES NOT HAVE A RETAINING WALL IT IS LISTED AS "N/A". A RETAINING WALL IS BUILT ON LEVEL TERRAIN. BLUE HAVEN IS A PROFESSIONAL POOL COMPANY THAT SHOULD KNOW THIS AND THEY CHOSE TO BUILD MY POOL ON A SLOPE WITHOUT A RETAINING WALL RESULTING IN EROSION AND WATER SEEPING INTO THE CREVICES. I DON'T KNOW WHAT'S GOING ON UNDERNEATH THAT MAY COMPROMISE MY POOL STRUCTURE, BUT WHAT I DO KNOW IS THAT IT IS PROGRESSING AND I AM TRYING TO PREVENT IT FROM FURTHER DAMAGE. BLUE HAVEN'S RESPONSE TO MY CONCERNS SHOWS THEIR UNWILLINGNESS TO STAND BEHIND THEIR PRODUCT AND THERE IS REALLY NO NEED TO FURTHER WASTE TIME TRYING TO GET THEM TO COME TO MY HOME. THIS WAS THE THIRD TIME THEY LIED ABOUT COMING OUT, SO NOW I WILL HAVE TO SEEK LEGAL COUNSEL AND REPORT THEM TO THE ASSOCIATION OF POOL & SPA PROFESSIONALS, THE ***, AND THE *********************************************.  I WILL ALSO SEEK LEGAL ACTION ON THIS MATTER CONSIDERING IT IS CLEARLY STATED IN MY PROPOSAL THAT THEY BUILT MY POOL WITH NO RETAINING WALL ON TERRAIN THAT CLEARLY AND LEGALLY STATED ON THE **** PLAN THAT MY PROPERTY IS BUILT ON A SLOPE. 
  Regards,
  
  ***** ******

  Business Response

  Date: 06/26/2025

  Good morning,

  Blue Haven wants to sincerely apologize for missing our scheduled appointment. I understand your time is valuable, and I regret any inconvenience this may have caused.
  

  Blue Haven would like the opportunity to inspect the pool and address Ms. ******* questions.
  Blue Haven will try to reconnect with Ms. ****** immediately and attempt to schedule a time at her convenience.
  

  We hope to speak with her soon.

  Blue Haven Pools 

  
  

• Initial Complaint

  Date:06/20/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company refused to discuss the pool warranty transfer process and pricing with the new buyers. They told the seller the cost to transfer the warranty was an astronomical $7,200.00 and expected the buyers to give a credit card for this amount without seeing a contract. The buyers tried to discuss with the company prior to sale but the company wouldn't. Then the first day after the sale, refused to discuss with the buyers because it was "too late". Obviously, this company offers a bogus lifetime transfer warranty. It's a deceitful business practice to claim a transferable warranty and then make it impossible and extremely expensive to do so.

  Business Response

  Date: 06/20/2024

  Good morning,

  Unfortunately, the customer's name as filed is not in the system nor is the address. 

  In order to properly respond can you please provide the address where the pool is located.

  The address provided is in a different state. 

  Thank you,

  Blue Haven Pools 

  Customer Answer

  Date: 06/20/2024

  Complaint: 21876158
  
  I am rejecting this response. The property address is **************************************The address on the form is my current mailing address.
  

  Regards,
  *******************************

  Business Response

  Date: 06/21/2024

  TeLeticia Morales 
  
  BBB Corporate Office
  
  *************
  
  Response to ****************:
  
  **** Havens policy is that the transfer of warranty must occur prior to selling the home. A quote was offered by Blue Haven Pools to previous homeowners prior to closing,but the transfer of warranty was never initiated by the previous homeowner.
  
  **** Haven has never contracted with ****************, but in good faith **** Haven will still offer the warranty outside **** Havens normal policy.
  
  We understand that value for money is crucial to our future customers, and we appreciate Ms. ******* feedback. The price of transfer is based on several factors, and it may seem high, but major repairs could far exceed the cost of the lifetime structural warranty.
  
  The warranty is optional and **** Haven will gladly work with **************** if she chooses to exercise the transfer of warranty option.
  
  
  Regards,
  Blue Haven Pools  

  Customer Answer

  Date: 06/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. The company is still charging $7,200 to transfer the warranty. I've spoken with other pool companies, and they've told me their charge to transfer a warranty is typically a few hundred dollars merely to cover the cost of paperwork. Blue Haven's charges scream of not standing by their work. The pool in question is only 3 years old. If the company did quality work to begin with, there's no reason for them to manage their risk with such a high price to transfer the advertised "lifetime" warranty.

  There's nothing more to be done so I'm accepting their response, but it is not satisfactory.
  

  Regards,
  
  *******************************

• Initial Complaint

  Date:08/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:01/19/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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...