Complaints

• Initial Complaint

  01/30/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Blue Haven Pools was hired to install a pool and patio. The project began in July and is still not complete as of the end of January. The company improperly changed the grading of the yard which created large standing water issues in the yard as soon as the pool was dug up. This lead to swamp like conditions in my yard, damage to my fence, all plant, trees in the area. They started to fix the grading in October but never came back. The stonework for the patio has caved in. The last response from the compass on December 24, stating they would be back the following week. I have not had any response from them since then.I need to have a company to regrade the yard, replace the fence and all plantings along the side of the house, in addition to hiring a foundation specialist to ensure the 6+ months of standing water has damaged my house.The company insisted the water was coming from my neighbours house. I paid $450 for a plumber to investigate for leaks at their home and mine/ no issues and the water company was called multiple time and came out - no leaks at either house.There was no issues with standing water prior to Blue Haven destroying my property

  Customer response

  01/30/2025

  thank you -  I have resubmitted the complaint requesting a refund

  Business response

  01/31/2025

  The General Manager for this office is calling the customer to set up a time to meet and re-evaluate the drainage for the yard. This has already been completed and regraded by Blue Haven. Blue Haven will do it a third time if it is deemed necessary as well as correct any other warranty items that need to be addressed.

  Customer response

  01/31/2025

  The grading was never completed - he never came back - the last response was Dec 24 when I was emailed that someone would be out the following week. I have not received any other communication.

  Customer response

  02/10/2025

  Hello,

  the complaint has not been resolved to date

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There are several unfinished items that haven’t had any attention over the last several weeks. 1. Company still haven’t received our contractually promised equipment (i.e.tiger shark vacuum) 2. There are two loose Rico rocks that still haven’t been plastered as promised. It’s been over a month since verbally promised. 3. the construction of the of the Rico rock also prevents us from being able to have water evacuate the main opening because the water drips right onto the decking instead of the pool so we are forced to keep the waterfall pressure lower than intended, and having wasted water flow back to the ground. Which we have to refill. 4. The Rico rock is still leaking in the back when we turn the pressure on the waterfall which was promised to be addressed over a month ago 5. The wiring around our pump and control center looks like a bunch of kids tried to take it apart and gave up. 6. We haven’t received any dirt to address the significant “cliffs” made from the construction of the pool.

  Business response

  07/03/2024

  Mr ****,

  Our General Manager, ****** ******, contacted you on Thursday, June 27 regarding your tiger shark vacuum, wiring around your pump, and Rico Rock repairs.  
  
  On Friday, June 28, you received a new tiger shark vacuum and the wiring around pump and control center were both fixed.  The Rico Rock repair team was not able to visit your property on Friday, June 28, so they visited after and completed all repairs to your Rico Rock the beginning of this week.  You spoke with our General Manger, ****** ******, again on Monday, July 1 and your Project Manager on Tuesday, July 2.   
  
  You shared with our Project Manager on Tuesday, July 2, that you were satisfied with the repairs that have been made.
  
  All issues listed in your original complaint have been resolved.  If you have any additional questions or concerns, please let us know.
  
  Thank you,
  Blue Haven Pools & Spas
  
  

• Initial Complaint

  03/22/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Bluehaven has done nothing but lie. They failed to do what the contract stated with the drainage around the pool. We was told they was going to sod the neighbors yard since they damaged her property when pool was being built. As of today sod is still not completed. I received a call beginning of the week saying sod would be done this week which hasnt happened. I have received serval emails from the hoa asking when is this pool going to be completed. I am also receiving text messages from the neighbor wanting to know when is the sod in her yard going to be completed. The drainage that was installed for the pool will not keep up under a decent rain. We have had the pool fill up with muddy water due to drainage not keeping up. I meet with a drainage specialist during the pool construction and we talked about everything that he was going to do as far as the drainage goes. Then few days later they are digging down the other side of my house for drainage which wasnt what was in the contract. When Bluehaven was questioned about why they didnt use the drainage guy I was told he cost to much. Now I have one box drain that doesnt keep up which causes the water to back up then gets on the deck on into the pool. Also discovered the pool is no longer level and looks like backside has settled. I tired of being told we are coming to take care of it then no one show up. Then when asked about it there is always an excuse. Bluehaven is a terrible company and wouldnt recommend them to anyone. I had to use vacation days from work just to come home and make sure things are being done correctly. Bluehaven will also charge you before they do any of the work. They charge us the plaster payment and made us wait a month before plaster got done. I was making pool payments on a pool that wasnt even finished.

  Business response

  03/25/2024

  Dr ********************* General Manager, *******************, most recently spoke with you on Thursday, March 21 concerning this matter.
  
  We have already put down $2,800 worth of sod for your yard.  In regard to your neighbors yard, our general manager told you that we would fix the sod in your neighbors yard, but have not completed this work yet due to availability of having enough sod to complete your neighbors yard and the current weather.  When the weather conditions are appropriate, our team will replace the sod for your neighbors yard.
  
  When we received your message on Friday, March 22 that you dont believe your pool is level, our General Manager, *******************, contacted you about this.  He told you that he would visit your property on Monday, March 25.  ****** contacted you multiple times on Monday, March 25 to find a time to visit your property.  We have not heard back from you yet and will visit your property as soon as you tell us a day and time that works best for your schedule.
  
  Please contact our General Manager, *******************, anytime at: *******************************************
  
  Thank you,
  Blue Haven Pools

  Customer response

  03/26/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21473444

  I am rejecting this response because: I was told by the ** that the sod would be finished last week by Friday. Once again it wasnt completed. Yall shouldnt say yall are going to do something and not show up. If we want to get serious about it when we signed the contract with yall we wasnt give the back page. Also in our contract it stated there would be a box drain behind the wall and right side of the pool. We only got the one on the right side because Bluehaven didnt want to spend the money to do the drainage correctly after Bluehaven scheduled me to meet the drainage specialist yall failed to use. Also in our contract it stated we would have two skimmers install in our pool which didnt happen. We only received one because when **** designed the pool they put the skimmer on the backside of the wall. I can bet you I paid for two skimmer. 

  Regards,

  *************************

  Business response

  03/26/2024

  *************,

  Our General Manager, *******************, visited your property today after speaking with you by text.  There are some low spots on the decking that are holding water.  Sod will be placed down by COB Monday, April 1, as that is when we will be able to receive sod due to the weather in your area.

  Please contact ******************* directly to let him know if you have any questions.
  
  Thank you,

  Blue Haven Pools & Spas

   

  Customer response

  03/26/2024

  [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 is satisfactory to me. 

  Regards,

  *************************

   

• Initial Complaint

  06/25/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Blue Haven Pools (BHP) Madison MS branch is in breach of contract (I've given the project Manager *** and CC'd a partial owner giving them months to resolve issues with no meaningful discussion on the problems). BHP made illegal contract modifications without notification to the buyer to sign off and approve via a signed modification, amendment or change order (my signed contract has a retaining wall and Blue Haven took it out without contract modification but kept the price in the contract). I asked four times for *** to provide a copy of a change order or modification and he failed to provide anything. BHP made multiple verbal promises without intent to make good on the promises (promised a vacuum and pool railing but failed to deliver and now claims they never made the promises). BHP operates using deceptive business practices collecting money in advance for services they have no intent or ability to perform for months (collected over $22K for phase two but did not perform any work for 5 months after collecting the money leading to 3 HOA complaints for building material sitting in driveway for over 5 months). BHP fails to maintain proper staffing and resources to perform contracted jobs and continues to take on more business without regard of current open projects. BHP operators caused approximately $500 in property damage directly related to BHP hiring an incompetent tractor operator (damaged pipe, neighbors fence and portions of my fence that were NOT in the way of general work). BHP caused homeowner over $1,000 (lost wages) in unnecessary cost to move building material due to HOA threatening to move the material at my expense because the failure to perform. Blue Haven Pools of Madison should have their BBB rating lowered due to the aforementioned problems.

  Business response

  06/27/2023

  Regional manager *** ****** is reaching out to customer on 6-27-23 to settle dispute of credits owed to customer. Information from construction team did not get relayed to management staff that there was a credit needing to be discussed and provided to customer. 

  Customer response

  06/28/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me assuming the company makes good on promise to reimburse me for non-performed contractual item and provide vacuum as promissed.  The representative did contact me on 6/27/23.   

  Regards,

  ***** ******

   

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