Complaints

• Initial Complaint

  12/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Will not honor warranty after a nightmare experience. From the beginning the plaster in the pool has been flaking, rough, stained, damaged and they will try every bandaid (acid) approach but will not fix it properly and re-plaster. When I declined another acid treatment that would only further damage the pool, their senior tech invited me to “retaliate”. Three of their own techs have said the plaster needs to be redone but that BH won’t want to do what’s right. After multiple attempts, they are simply unresponsive to my emails. That is their go-to strategy when they have messed things up. During the build, the paving team cut electrical wires to our grinder pump, causing sewage to overflow in our home and in the yard. They sent an electrician to fix this who said the wires were still hot and our house could have burned down. They built the pool and deck to such a high elevation that we could not open our back doors leading out to the backyard. They had to demo everything and redo, altering our original design choices. They promised an “upgrade” and put down marble coping in different colors - some white and some grey. Now the tile and coping is stained with material from the plaster that’s sloughing off. They built the pool smaller than expected and partially refunded for this. Pre-build, the assigned superintendent claimed the dirt in our backyard was contaminated and tried to have us pay thousands to replace all the dirt. I had to get the county involved to prove his error. This caused delays and money lost. We were then assigned a new super. They left grounding wires exposed and the super told me to burry them because they were busy. Multiple attempts later, they sent the super to burry them. The permit took an inordinate amount of time because the permit-tech had a baby and we went months without a reply. I believe she has now been fired along with many other employees. But the company is still led by people who do not care about the destruction they cause.

  Business response

  12/10/2024

  To whom it may concern,

  Blue Haven Pools has responded and corrected all items that have been brought to our attention except for the plaster issues up to this point in time. All corrections were agreed upon with customer prior to action being taken by Blue Haven Pools. The color variations in the marble coping material is natural and cannot be controlled by anyone. This material was agreed upon before being installed. The build up on the tile and the flakes of plaster are due to improper water chemistry in the pool. Blue Haven Pools does not control or handle the water chemistry. That is the responsibility of the pool owner. We have reached out via email to the customer to offer an amicable solution and to replaster the pool. Blue Haven Pools is currently awaiting response from customer before moving forward with this solution. 

• Initial Complaint

  10/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I would like for them to finish my pool. They continue to delay repairs etc. I sent them my final payment over 2 months ago and I still can't use my hot tub or pool (due to the heater not working after multiple repairs). Valves continue to leak despite multiple repairs. Pool lights don't work despite multiple repairs. Each time they come out and cannot resolve the issue it is 7-10 days before they come back out. The quality of the work has been terrible. The communication (with the exception of Ryan) has been extremely poor. They stood me up for resolution meetings, etc. (and no phone call). I don't believe that they had the pool inspected properly as well. There is no way we could have this many leaks if they truly pressure tested the system. They also have caused damage to the neighborhood landscaping system. This happened due to them installing the equipment on the wrong side of the house and then having to move it (when they dug further out due to the error they struck the neighborhood equipment. Also, this same error cost me additional charges from the gas company and from the water company. We had to drain the pool two times and refill it due to all of the problems that we are having. A lot of incremental costs to me that I expect them to pay for.

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have a few problems but we paid for a Pool Maintenance for Chemicals and testing They said They went out of business this is Blue Haven/ Clam Waters so they sent me a check for 350.00 But friends of mine same time frame Are having the Contract taken care of. Second I've got RED Clay all over my Back porch where the worker's had gotten out of the rain from digging the pool RED Clay is all over my Porch I have a Trench Thur 3 places in my Yard Where the Trucks wasn't to be around and got Stuck no one has tried taking care of any of theses problems along with over ordering materials And some have been removed and From what little I understand it belongs to me

  Business response

  05/07/2024

  Mr *****:
  Our General Manager, Tim **** sent a project manager to your property on April 23 to view the job site and see what action needed to be taken.  Our project manager fund that a subcontractor delivered dirt to your home, but did not spread the dirt to fill in the trenches.  We scheduled someone to visit your property on April 25 to another final grading. 
  
  The issue with staining on the concrete patio was due to mud on workers’ boots.  This was address and cleaned.
  
  Our General Manager, Tim **** followed up with you after April 25 to confirm that the grading had been corrected and you stated you were happy with the final results and would take down the complaint you posted on the BBB website.
  
  Tim Daw also discussed the Calm Waters credit with you and found someone to service your pool moving forward.
  
  Please let us know if there are any remaining issues that need to be addressed, since we want you to be satisfied with your final pool.
  
  Best Regards,
  Blue Haven Pools & Spas

• Initial Complaint

  02/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The drain installed does NOT accommodate the amount of rainfall we receive. My house floods. I cannot get anyone from Blue Haven to help me! It seems they get their money then write you off!

  Business response

  03/08/2024

  Our General Manager, Thomas Moore, and project manager, Ed Hawkins, visited Mrs ****’s property on Monday, February 26, to inspect her drains.  Thomas and Ed found that the deck drains were integrated into box drains that predated the pool build and the box drain lines are backed up causing the deck to overflow.
  
  
  Our team advised Mrs **** to contact the gutter company who installed the downspouts into the box drains as well to see if they could assist with clearing the lines or a landscaper to flush them out.  
  
  
  We also advised Mrs **** to only fill these box drains with larger pieces of gravel and no fill dirt to prevent sediment from washing to the lines causing further future problems.
  
  
  After the meeting, Mrs **** thanked us for coming to her property to help solve the issues she was experiencing.

• Initial Complaint

  01/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had Bluehaven Pools install my Spa/Pool in April-June 2021. Since completion I have had Spa leaking issues every year as a minimum. This costs me money to repair now that the Warranty is expired. I believe poor workmanship is to blame and/or substandard parts or repairs.

  Business response

  02/14/2024

  Mr *******:
  On Tuesday, December 6, 2022, our Warranty Director contacted you by email to inform you that the subcontractor visited your property and found that a jet pipe was cracked.  The subcontractor repaired the crack.  Our Warranty Director ask if you were still having any issues. In your email response on Tuesday, December 6, 2002 you stated "So far so good.  Keeping my fingers crossed! Thanks for your help.

  Our Warranty Director sent a follow-up email to you on Tuesday, March 7, 2023 to check in with you and asked if you were still having any issues with your spa leaking.  You replied later that same day and stated "Not seeing any issues at this time"

  This was our last contact with you, since you stated on March 7, 2023 that you did not see any issues.

• Initial Complaint

  11/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had BH pool renovation company to renovate my old pool located ** *** *** Shalimar Florida Stated September 2020 and completed April 2021. I purchased the following items from the salesman “Kyle *******” 1. To be paint pool coping 2. To replace wall foam to protect liner from pool walls 3. To Install new 27 mil vinyl liner 4. To install Hayward Tristan VS Pump 5. To install Hayward swim clear filter 6. To replace pool skimmer complete The toral cost was $9419.23 Everything was ok with the pool till the end of last September 2023. What we (my son and myself found was that the corner of the pool liner was badly sagging. So I called the Kyle who sold me the new pool and asked him to fix the problem. He said, the liner warranty is only one year thus the company can’t fix the problem as the issue is out of the warranty. But the issue, sagging liner is resulting from poor workmanship nothing to do with mechanical or quality if the product. So I don’t understand why they refused to admit their poorly workmanship.

  Business response

  11/13/2023

  Our president, Josh *********, emailed Ms **** on November 1 in regard to her liner purchased in 2021. He informed her that the liner she purchased in 2021 carries a one year mechanical warranty, so unfortunately it is no longer under warranty and recommended that a service company could correct this service item.  We also shared that we are Blue Haven Pools on the Gulf and not BH MANO.
  
  Ms **** replied on November 2 stating this a result of poor workmanship.  Josh ********* replied to her that same day and said we disagree with that claim about workmanship since BH Mano did many liners with no programs and there are other variables as well.  If it was a bad install or poor workmanship as Ms **** claims this would have been discovered much sooner.  The liner install is over 2 years old and out of warranty.

  Respectfully,
  Blue Haven Pools on the Gulf

  Customer response

  11/13/2023

  
  Complaint: 20841093
  
  I am rejecting this response because:
  The issue is not something to do the merchandise warranty but it is do to the poor installation workmanship. I am only asking them to reinstall the liner properly.

  
  Sincerely,
  
  ****** ****

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When blue haven installed my pool they were aware we were built up on wetlands. They stated what they built up and placed paves on would begin to solidify and we would not have an issues. I have had two contractors advise that this job was not completed correctly. I have left messages regarding a call back and received none. My ground is sinking where retainer walls were installed. Other contractors state these were not done correctly and now my pool wall and pavers are moving. This has been going on the last two years piol was installed 2020 May. This is not a paver issue it’s much larger and no one will contact me regarding the issue or give me insurance information so I can file a claim to correct.

  Business response

  09/19/2023

  Mrs. **********,
  As soon as we received your complaint, we asked our VP of Construction, Darryl ******, to email you and schedule a time to visit your home.  Darryl remembered when your pool was built and visited your jobsite several times throughout the building process. We installed your decking in the same manner we install all or our decks. There is roughly 3” of base compacted underneath the pavers and then the pavers are laid over top of that. 
  
  Darryl visited your property on Wednesday, September 13.  You weren’t able to meet with Darryl the first time he stopped by your home, so he offered to come back since he lives nearby. He did stop by a second time and walked around the back to see if you were on your back patio and didn’t hear him at the door.  Darryl was not able to do a full inspection since you were not home, but he did look at your pool and the issues you shared.
  
  You have since communicated via email with Darryl. On Friday, September 15, Darryl shared that what’s happening is the ground underneath the pavers is settling.  This is the root cause of everything shifting the way it is.  Your retaining walls are not failing or anything of that nature.  Darryl shared this will happen over time and this is not out of the ordinary or due to any type of neglect during installation.
  
  You responded to Darryl and thanked him for his help.  Darryl asked if you could provide information from the two contractors who gave you quotes for repair work.  Darryl has not received this from you, yet.
  
  If you can provide Darryl with the information from the two contractors, he will be happy to look into this for you.  Also, if you want Darryl to visit your home to complete a full inspection, please let him know a day and time that works best for your schedule.
  
  We want to help and make sure everything is right for you.  Please contact Darryl or us directly anytime.
  
  

• Initial Complaint

  07/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Blue Haven Pools of Mobile AL/Gulf Breeze FL put a pool and patio in for us 4 years ago. The pavers started sinking within 5-6 months after completion. They so called “fixed” the sinking pavers 3-4 times before the warranty was up 1 year post completion. The pavers continues to sink. I made a second complaint to BBB they came out and so called “fixed” the problem again. They continue to sink to this day. We paid them a huge amount of money for our pool and pavers. They continue to sink and not hold the sand etc… it’s a huge problem and very expensive to fix. I have lots of pictures of the current situation that was never done correctly or even fixed correctly by Blue Haven Pools. I want them to pay for another company to come and repair the problem correctly since they cannot obviously. We want a nice pool and patio as promised not an unrepairable repeated problem.

  Business response

  07/12/2023

  The decking is covered by a 1 year mechanics warranty.   The pool completion date is 2019.   It is no longer covered

  Customer response

  08/09/2023

  The business is refusing to acknowledge that this is a problem that has been occurring since 5 months post installation and has continued to be a problem because the pavers were not installed correctly to begin with. Also Blue Haven has failed to fix the core of the problem. 

• Initial Complaint

  09/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My pool was built and has still not been repaired. It has been more than enough time for them to fix the issues. Spa Jets too high No pool remote Coping grout around the pool missing

  Business response

  10/18/2022

  The remote and Jets concerns were handled by Calm Waters (9/26) and information on blower being used and being in spa mode were given to the homeowner. We had a warranty tech scheduled with the homeowner 10/7, when the tech arrived no one was home and their dog was in the yard so our tech could not access the pool area to correct last remaining issue. We have reached out to the homeowner to reschedule and have not received word back on a date we can access the yard. We have asked to reschedule for a time they can ensure we have access on 10/7, 10/12 and 10/17 and have not received a response. Once we have a confirmed date and time we will have the last items corrected. 

• Initial Complaint

  08/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Financed a Blue Haven Pool - was sold a special "filter" that - doesn't really filter and have had numerous leaks with the system and pool itself. This pool is just over a year old and has been a money pit and a nightmare - I've contacted blue haven a number of times about the issues and the massive leak it still has and they simply say to call someone to come test the pool and they do not handle it. I find it disturbing the lack of effort and customer service I'm receiving after spending a huge chunk of cash like that with them to have it constantly not work and cause me $1000s of dollars more in repairs and High water bills due to the constant leaking.

  Business response

  09/15/2022

  Mr. ******* stated that he had been trying to reach us for months. After reaching out to him, he clarified that it was his ex-wife who had been trying to reach out. He was unable to provide any documentation showing where he or she had been trying to reach out to BHP. Mr. ******* hired a leak detection company and is aware that if he's unable to provide proof of documentation prior to the warranty lapsing, he will be responsible for any costs incurred with the repair.

*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. ↩