Complaints

• Initial Complaint

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of contract was signed on October 17, 2022 to have Bella Blue Pools install a pool at our house along with some other things that were negotiated in the contract. We have tried to email and call and get no response. When *** and crew came out to open the pool on May 17, 2023, he got very nasty about the pool chairs and said we won't get them but yet he agreed to provide as part of the contract. We email asking about updates on the chairs and get no response on anything. Bella Blue also still owes us a pool cover as well. As part of the contract we wanted two pool chairs that *** agreed to and put in the contract and has not delivered on his end. We have even offered him a cash out option for him to just pay us a check and we would go and buy them ourselves. You will see on line 34 of the contract that we put the pool chairs in the contract. Also provided pics of when we were talking to *** back in October of 2022 that they had to be part of the deal. We just want resolution in what is in the contract, either deliver the chairs or give us the cash option to go buy ourselves. We should not have to wait for over a year to have the chairs delived at the end of the pool season. We had no issues delivering our payment schedule to them when they requested funds. THank you

  Business response

  06/20/2023

  [BBB Transcription via Attachment]

  Hello ******** ********, 

  I am writing to express our side of this matter, in case of ******* ****** ID#********. Things started off good with the signing of the contract and discussing all details of the project. On October 17, 2022, things moved fast at their request. Beginning with the ******s knowing we would be out at their house with pool on October 24, 2022 and at that time payment was due for pool installment. ******s broke the contract by deciding to go out of town and not be there to make payment on pool installation (though their son was home, the ******'s could've left check with son). We did not receive our first payment from them on time as per contract. At that time we still went ahead and worked hard and diligently and built their pool. It turned out beautiful and they are swimming in it. At that the ******'s have changed what was on the contract several times and we appeased them always. 

  They decided on getting bubblers which was NOT on the contract and have not paid for them yet at $1500. Also, switched up the concrete to having their friend do it, we even ended up paying for the extra concrete. Then, with the chairs we could not get them in due to COVID. We finally got them compatible chairs to fit their needs. Them accusing us of not getting them. We do have the cover and the chairs the pool cover as always does not get delivered until we close the pool for the season. We always aim to please our clients/customers and we do a great job. We are number one in Michigan and Ohio Fiberglass pool construction on Google. We, Bella Blue Pools answered *******'s every email, every text, and every phone calls prompt and professional. We would love to resolve any animosity the ******'s have against us. 

  Bella Blue Pools

  Respectfully, 

  ***, *****, & *****

  Customer response

  06/20/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Unfortunately, the information that is provided from *** and Bella Blue Pools is incorrect. The actual fiberglass pool was delivered to our address on Tuesday, October 25, 2022. At that time the pool was just simply dropped off and taken to the back yard of the property. At that time, we were home and provided cash and check to *** for delivery of the fiberglass shell. I have all the pictures that are dated from when the shell was delivered and copies of the check and cash that were given to *** this day. We then were telling *** and team that we were out of town from October 27, 2022, through November 1 2022. Bella Blue sent us an email on October 26th @ 3:26 pm that said tomorrow the team will be out to the property to set the ground in the pool and at that point we needed to supply payment. I did not receive this email as it went to a spam folder. Then on Thursday, October 27, 2022 @ 10:40am, *** started to text me about the payment, and I told him I did not get the email from the night before, *** then asked to wire money or Venmo as there is not enough to keep project running on target. We agreed to do 7k via PayPal and I sent him the money while at the airport. I have attached the screen shots of *** texting that day. Then on Tuesday, November 2, 2022, a day after getting back from vacation we paid a check to them. We were all paid up for our entire portion of the funds on November 2, 2022 for the pool.
  
  *** and Bella Blue also providing false information about the bubblers that we agreed to add. We did pay for them as you can see from an email. Bella Blue sent at email on Wednesday, November 2, @ 11:06am saying that per the conversation on the 27th of October, 2 bubblers were requested and have been added for a discounted price of $1,000. Please have cash payment for next Monday, November 7th. Please confirm. I then responded on November 2, 2022 @ 11:09am that I agree. Payment was made in cash to Bella Blue. I have the receipt from my bank that I took the cash out to pay for the bubblers and our electrician. Wrong information from Bella Blue trying to blame us for stuff that is not true and wrong amounts. Email is attached in pictures.
  
  About the pool chairs and pool cover. Since contacting the BBB this is the first time, we are hearing anything about the chairs. When *** came out to open our pool on Wednesday, May 17th, he told my wife that we are not getting the chairs, we have emailed numerous times asking for updates on chairs and have received not response. I would love to see an email any documentation from Bella Blue on the chairs being in as we have seen and heard nothing with many email attempts asking for updates. Since Bella Blue is saying they have compatible chairs, I would like to first see them and AGREE before they think they are going to get away with giving us cheap knock off chairs. We offered Bella Blue options to just cut us a check for the chairs as we have had no issues finding/searching the chairs *** agreed to when negotiating the contract, but they just ignore the emails.
  
  Also, the pool cover, no response on any emails as we would just like our pool chairs and pool cover and be done with *** and Bella Blue pools, you can see the information they provided was false and I am so glad we have all the documentation from bank receipts, texts and emails. We have no animosity towards Bella Blue, just said that they can’t be trusted as accusing us of things that are not true. We just want our pool chairs and pool cover and would like to be done with them. 

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

  Business response

  07/19/2023

  [BBB Transcription via Email]

  We at BELLA BLUE POOLS have delivered the chairs, pool cover and release letter 
  Stating that the ******s are responsible for all and everything moving forward.
  The ******s are to NEVER DRAIN their pool but the ******s REFUSED TO SIGN THE RELEASE LETTER,
  Our attorney advised us to be done with the ******S.
  complaint number :     ********    (******* ******)
  Respectfully,
  *****~BELLA BLUE POOLS

  Customer response

  07/19/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  The chairs that were delivered to our house on 07/18/23 are not the correct chairs that are in our contract. *** is trying to deliver cheaper chairs that we will not accept. Look at line 34 of our contract as it clearly states what chairs they agreed to last year. Also, see the text messages from *** the owner agreed to last year as well. See attached pictures of the chairs that they delivered as we do not want the cheap comparable chairs. We want the chairs we all agreed on when putting the contract together last October. When you look at price of the chairs, we all agreed to and what *** sent us, you will quickly see that he is just trying to get off cheap, sorry that will not work for us. The chairs we agreed on have been available to buy since last October when making contract with ***. We also gave *** and Bella Blue the option to just cut us a check and we buy the chairs, but again, they never responded. We asked to see pictures of the chairs before they were delivered, and they wouldn't respond. Pretty normal for them to not respond to emails.
  
  They don't respond to emails and provide the worst cus***er service we have ever received. Pretty sad that they can't live up to what they agreed to in the contract. 
  I do have one positive to report that the safety cover was delivered and that is now done and complete.
  We will not be signing any letter as Bella Blue still owes us the CORRECT chairs in the contract and Bella Blue is also responsible for the warranty on the pool. Pretty crazy for them to try and get a customer to sign off on all of that.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  11/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We contracted for inground pool/spa installation for $106,500 on 2/8/2022 & additional cement/waterfall, we do not have a dollar amount because project not completed & no final bill/itemized statement. 16 x36 Riverside Pool/spa installation in August. Project is not finished. Some issues are attention to detail: 4 inches of glue around lights, skimmers etc, dented/leaning ladders, coping that has blue tape and rubber showing through, 10 drill holes from coping into the pool wall that caused small cracks in fiberglass, spa doesn’t hold water, adding water daily/every other day, bubblers don’t work, pool/spa heater doesn’t work correctly and currently unable to use spa in cold weather, spa leaking water requiring daily/every other day filling with water. We were never handed over a final product and the promise to do simple things like power washing “next Friday” never occurred. We added a waterfall made with Unilock block (same used around the Spa); sadly block lines are no where near straight, glue and shim materials are very visible. Even staff members of the Bella Blue Team stated the quality of our installation was not typical and agreed that it needed to be redone. I have repeatedly asked to meet with *** ****** (to date no meeting) since late August and was placated with statements such as “I promise to make it right.” He would send staff to try to appease us to resolve some minor issues however, still no meeting and many unresolved issues. The Bella Blue staff damaged our neighbors sprinkler system and left equipment in the lawn damaging their lawn tractor; a gift card was promised by *** ****** for the neighbor…never received. We were asked to provide cash for a discount and paid $10,500 in cash and also paid $600 for water for *** ****** who relayed he would reimburse us. I will say the installed Riverside Pool/Spa product is fabulous and I highly recommend their product. The Hayward products have been problematic with blowers and heater not working.

• Initial Complaint

  09/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We purchased a pool through *** ***** the owner of Bella Blue Pools in March of 2022, he stated we would have the pool installed and automatic cover, original cover, slide and everything complete by July, after so many delays and issues the pool was finally d0ug. We had a concern right away with the left side of the pool being warped or crooked we brought that up to the owner and he said it would be taken care of (never did) We also had major concerns with the bottom of the pool having stress fractures and voids (hollow ) areas around the steps of the pool and both sides due to lack of back fill, we talked with *** so many times about this before the back fill process was even complete...he stated that it happens, they cant pack it to tight but they will correct it, after ove 20 calls, they continued to make broken promises, we also have an area on the steps that were packed to tight, this caused the steps to flex at an angle where it makes it dangerous as you can slip and fall in the pool. WE gave them $9000.00c cash towards a $14000.00 auto pool cover that was ordered back in May, they gave us NO receipt for the $4000 cash we paid for the slide nor the pool cover. They also installed our slide incorrectly, first they told us its cheaply made from CHINA, then they stated the bolts were the wrong size..still months later the bolts are NOT safely secured. They installed the pump poorly, they water pressure built up and blew the pipes off due to incomplete installation, my wife called for assistance and not only was yelled at but blamed for "messing with the pipes" We had 2 other company's come out and they both confirmed the installation was incomplete and awful. (we paid for 2 outside service calls) As of 9-14-2022 we have called, texted and emailed for the contact name of the Auto cover company, the date of order and ALL receipts..they have told us they don't issue receipts not the 3 rd party information..they have ignored all of our requests.

*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. ↩