Complaints

• Initial Complaint

  11/30/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Company sent driver to sit in front of house then claimed the driver cleaned pool.I have pictures.Company refused to cancel my service and then continued to charge me (including today, 11/29/2024) for next month's service. I have emails.Company didn't do any service this week but still charged me for this week. Company owes me for two weeks of unfulfilled service under agreed upon contract.Hopefully, this gets resolved here. I do not wish to escalate to small claims court but will if required. I have stopped payment and disputed with my credit card company and filed a complaint them regarding this disreputable and dishonest company.

  

  Business response

  12/10/2024

  We have provided the requested refund of two weeks.  We are investigating this matter and take the customers concerns very seriously.  We always aim to provide exceptional service and have a 100%satisfaction guarantee; if a customer isnt satisfied with our *********************************************, we will refund them.  We have attempted to reach this customer many times via multiple contact methods to alleviate their concerns, but have not been able to reach the customer.  Regardless, we have provided the requested refund and would be happy to speak with the customer regarding any additional concerns.  Thank you!

• Initial Complaint

  08/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On August 23rd Blue Science sent a technician to clean our pool filter. They had installed a new sand filter three weeks earlier. We had a cartridge filter and switched to the sand filter. The technician said he cleaned the filter, even though sand filters dont get cleaned and this one was only 3 weeks old. Today I received an invoice where they charged $165.73 for disassembling cartridges, and did an acid wash. This is fraudulent as there are no cartridges in this filter. To top it off when they put the top of the filter back on they did not s**** back in properly and it leaked all over the yard. We had to call for service to fix the leaking.

  

  Business response

  08/26/2024

  We apologize for this mistake!  When the customer had a sand filter installed, our system didn't change the automatic filter cleaning ticket.  Our on-site technician should have reported this and we've since handled that internally.  We're happy this customer spoke with our Customer ********************** team and reported this problem; we've taken immediate action to fix it.  We've already initiated the refund for this customer in the full amount requested.  Again, we apologize for the mistake and thank you for allowing us to correct it!  

  Customer response

  08/26/2024

  I have reviewed the business response and accept this resolution. 

  Customer response

  09/03/2024

  I have purchased a monthly plan that includes chemicals. This is the fifth time they have charged me and used my credit card to bill me for chemicals that should be included in my monthly plan. This unauthorized use of my credit card must stop immediately and all of the money taken returned. They have no controls in their billing department.

  I want both an immediate reconciliation of the account since starting service and return of all charges not refunded to date after the full reconciliation. I want an apology and assurances this will stop for good.

  
  

  
  

  

  Business response

  09/04/2024

  We apologize for any inconvenience caused.  The original call where this customer signed up for ********************** was reviewed, and all charges were explained properly.  The exact charge that is being referenced is our chemical surcharge, which was properly presented on the call.  However, as a courtesy, we will refund the $68.75 total that was charged.  We have closed the account so no further charges occur.  

  Thanks so much for reaching out to Blue Science Pools and have a wonderful day! 

• Initial Complaint

  12/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They keep charging my card. They have reimbursed me and accepted the mistake, however they keep doing it. /billing issues

  

  Business response

  01/03/2024

  Thank you for contacting us.  We value customer ********************** and want to make sure all of our customers are happy with our service.  This charge in question was for a filter clean service performed on December, 13th, 2023.  We have pictures to show we were on site and performed the service.  That being said, a credit had already been issued to the customer.  Please let us know if there is anything else we can do to assist.  

• Initial Complaint

  09/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Pool cleaning service is unacceptable. They randomly keep charging my card with no proper services provided

  

  Business response

  09/06/2023

  Thank you for reaching out to us!  

  We're so sorry you've had a less than satisfactory experience with us.  At Blue Science Pools, we strive to provide the best service in the industry and we're sorry if we fell short this time.  We're happy to report our Field Manager has gone out to the property and performed a thorough cleaning and algae treatment, and we will continue to follow up if needed to ensure the pool is perfect.  

  Please let us know if there is anything else we can do for you!  Have a wonderful rest of the day!

  Kind regards, 

  Blue Science Pools

• Initial Complaint

  08/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have attempted, to resolve an issue with my pool caused by Blue Science's technician, who knocked off the pool light off the pool wall fixture. I did pull up the email with the before cleaning and after cleaning pictures and you can clearly see that the light was fixed into place before the cleaning. This is the second time this has occurred and the first time, although I reported it, nobody came to repair the light. That first incident took place on May 31st. I also have the pictures of before and after cleaning to support this. During the weekly service on Aug 16th a technician knocked off the pool light from the fixture, again, and did not tell me before he left my house, as it happened in May. I can only infer that this is a standard business practice of the company. To make matters worse, the tech, did not report this issue to me or the office. Leaving my property damaged with no apparent intent to repair it. I have spoken with ******, ***, *********, ***********************, *********************, and ******** *******************************, *************************, and ********************. At least those are the names I remember. I have been told, via telephone and email, that Blue Science was looking into this to repair. After several calls and emails, **** came last week just for an assessment. ********************* sent me an e-mail today with an invoice totaling $691.84 for the light replacement. I called him back and explained that blue science will be absorbing that cost since it was them that caused the issue in the first place. He did not accept any responsibility for this damage and blamed me for having an old light fixture! I obviously hung up the phone and decided to reach out to the *** of the company to see if employees are representing the Blue Science mission and Better Business philosophy, or do they just go damaging people's property and then charging them for it? I would like to get the light fixed at no cost to me.

  

  Business response

  09/12/2023

  Thank you for reaching out to us!  We have repaired this light fixture and even replaced some parts at no cost to the customer.  

  We hope everyone has a wonderful week!

  Kind regards, 

  Blue Science Pools

• Initial Complaint

  07/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was a customer of this company for 1 year. I cancelled my service in January of 2023 due to damage that was caused during a filter cleaning. The company showed up at my house in July 2023 with no notice. No email, no phone call. I wasn't home at the time. The technician entered my locked backyard by taking the lock off of my gate without my permission. During the unscheduled and unrequested service, my filter band clamp was damaged by the excessive use of force when tightening the clamp with power tools. The field manager repaired the clamp with a non-standard nut that can slip off under pressure. Upon questioning the company about this practice they tried to blame the age of my equipment for causing the failure. My issue is that it shouldn't have been damaged in the first place since I had cancelled my service 6 months prior. The company states that they never received my cancellation notice but still claim they had the right to remove the lock from my fence without my permission. They also refuse to correct the damage that their employee caused. I am requesting the replacement of the band clamp.

  

  Business response

  07/21/2023

  We did have this customer as still active on 6 month filter cleanings.  He let us know that he told one of the field technicians to cancel the account back in January, but we have no phone calls, no emails, and no records of any requests to cancel, and that field technician doesn't work for us any more.  Thus, the account was still open. 

  We've taken care of the cancellation and our Director has already reached out to this customer and offered to replace the band clamp; it has already been ordered and on it's way here and should arrive next week.  

  We are happy to help and hope everyone has a great weekend!

  Kind regards, 

  Blue Science Pools

  Customer response

  07/21/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  04/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been charged for pool service that isn't happening because the pool pump is broken. A new pool pump was ordered, but my pool isn't operational yet. They have charged me $193.77 or a pool service fee, yet the pool can't be serviced until the pool pump is operational. A NEW pool pump was installed, but the NEW pool pump doesn't work. Now we are waiting for a warranty service on a brand-NEW pool pump. There is a lack of urgency to get my pool operational. I have also paid for half of what the pool pump cost, they charged my debit card for $966.55, and they also charged me an additional $27.06 ( I do not know what that is for). I asked to speak to the owner, and I was told by *******-Maintenance Manager that he could not reveal that information. I think it is bad business practice to take people's money and not honor the services agreed upon. I would like a refund to the $27.06 and the $193.77 since no services were rendered. I do not my pool pump installed and fixed. I need someone to help me with this.

  

  Business response

  04/14/2023

  The $193.77 is for monthly pool maintenance.  This is charged at the beginning of the month.  The pump issue also happened at the beginning of the month.  We are happy to refund for any cleanings not used.  This typically happens after the pool pump is up and running, so we know how many services need to be credited.  Rest assured the customer will not pay for any *********************** they did not receive.  

  It is unfortunate the Pentair pump had a manufacturer's defect.  We've contacted Pentair, who is the manufacturer, and a work order has been submitted to them.  The following details are in relation to the work order issued from Pentair: 

  Please note that the Work Order WO-******** associated with the customer ********************* has been created and assigned to SUPERIOR POOL SERVICE-** - ************.
  
  Work Order details:
  Case Number: TS02904497
  Account: **** *************_*******_**_**
  Part Number: ******
  Serial Number: **************
  Product Group: Pumps
  Description:
  *PROBLEM REPORTED: _____________Bad out of box, leaking heavily
  
  You will be notified when the work order is closed. Please contact our support if you need further assistance.
  
  Pentair Water Pool and Spa Inc 

   

   

  The $966.55 that the customer references is not a payment for the pool pump with the manufacturer's defect.  That was for other repair work performed on the property, specifically valve and plumbing work.  The total cost for the new pump was $2,628.71, and our attempt to charge for that repair resulted in a declined credit card.  We have not received any payment for the pump installation.  When a customer does not pay for the pump installation (even if it has a manufacturer's defect) it typically does not activate the manufacturer's warranty.  So in this case, the customer does not have an active manufacturer's warranty.  However, we have reached out to the manufacturer anyway to assist this customer.  

  The next steps are: the manufacturer needs to contact the customer directly and come out to address the warranty situation.  Blue Science Pools has no control over this situation, although we are trying to ask the manufacturer to contact the customer and get this resolved as quickly as possible.  

  The $27.06 charge is the monthly chemical surcharge, which the customer was informed about and has been paying for since they signed up with us.  

  We are happy to provide a refund for the $193.77 and the $27.06.  The customer's account is currently placed on a Repairs Hold due to the pump being inoperable and the manufacturer warranty claim still being ongoing.  

  Customer response

  04/21/2023

  I am rejecting this response because:   

  I was told a new pool pump was getting installed and I agreed to the cost.  I also approved for them to charge my card for half of the cost they told me over the phone.  Half of the payment for that was $966.55 (see attached quote which shows the pump cost to be $1973.36).  Now they are replying to this complaint stating that the $955.55 was for other repair work.  I don't know what they are talking about.  Other work that has been done has been paid for. 

  In the past, yes, the debit card did not go through because they broke my spa light when the pool guys came out to clean the pool and spa.  They ignored me and would not come back to fix it.  That took months of me calling and me sending them emails about the issue but yet was still ignored.  It wasn't until I took action, and they could no longer keep charging me for work that was not completed that they finally took action and any and all outstanding balances were paid out.

  As of now, they've installed a new pump that is broken.  They need to replace the faulty pump they installed with a new pump.  They need to deal with the manufacturer and the warranty, not me.  I have no warranty until the new pump is installed and operational.  If it breaks later, then I will deal with the warranty.

  I need my pool up and running.  I need the new pump installed of which I have already paid for half of it ($966.55).  My pool has now become a health hazard.  It is green and there are now bugs swarming all around it.

  Thanks!

  ****
  

   

  

  Business response

  05/03/2023

  We've received good news, the manufacturer said that they went through their manufacturer warranty claim as proper and got the pump operational as it should be.  We have canceled the customer's account per their request, stopped all charges, and refunded the charges for the services she wasn't able to receive.  

  We are happy to help in any way we can!  Have a great day! 

• Initial Complaint

  10/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I get my credit card statement and a charge is on the statement from Blue Science which I never authorized and I never received an invoice. Since I did not authorize it or give them this credit card number how did they get it. Obviously they are storing customer credit cards on their accounting software that is not doing monthly service with them anymore. Which this is against the law, We quit our monthly service with them back in July of 2022. They need to credit my credit card back for the $249.00 amount they charged, or further action will be taken against this company

  

  Business response

  01/25/2023

  Business Response /* (1000, 5, 2022/10/26) */ This charge was for a service call to diagnose problems with the customer's pump overheating. The customer originally called us for this service call to be performed on August 8th, 2022 but canceled before it was performed as she stated the equipment started working. The customer then called us back on September 6th, 2022 stating that the pump was overheating again and wanted the service call performed. This service call was performed by a licensed RAIL repair mechanic on September 14th, 2022 and it was determined she needed a new pump. We quoted her a new pump on the same day, 09/14/2022. We contacted the customer on 09/20/22 as a follow up and she informed us she went with another company for the replacement of her pump. We have the recorded calls of her approving the service call charge and can provide them if necessary. There have been no other charges to this customer other than what she specifically authorized. We are happy to help in any way we can. If there are any further questions or concerns, the customer is welcome to contact us at XXX-XXX-XXXX and ask for a manager in customer service. We're happy to re-send any invoices or send recorded calls of the approvals if needed. Consumer Response /* (3000, 7, 2022/10/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not know how he was licensed RAIL repair mechanic because he did use any tools to diagnose the pump he put his hand on the pump and said there was nothing wrong, I told him I wanted to have it replaced because we were having issues & that I told the office they need to just replace when they come out & he did not even have a pump on his truck. I was very upset and called the office to ask them why they did not have a pump like I told them I also asked they should of told me that he would not be replacing the pump and I would not of had them come out. Also I have never received an invoice for this charge, plus I also know according to credit card processing that the credit card number is not supposed to be kept on file.

• Initial Complaint

  09/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Blue Science pools repeatedly overcharged me for pool cleaning services, including for services never performed. Most significantly, they charged me approximately $360 for the annual change of my filter. Although they charged me, they never actually changed the filter. As a result, my pool filtration system is now experiencing cavitation. I believe that Blue Science is running a fraudulent enterprise. My partner stays at home during the day and reported that we would often be charged for weekly service but no pool technician would ever show up at the house. They charged me for weekly cleanings, including pool brushing, but never performed this or other services. They also would routinely make mystery charges on my credit card, including purported fees for chlorine and other seemingly random charges. There appear to be dozens of other customers who were also victims of this fraudulent business, resulting in substantial damages.

  

  Business response

  10/11/2022

  Business Response /* (1000, 12, 2022/09/22) */ Thank you for speaking with us on this matter. We take all customer concerns very seriously and performed a full investigation. we found that we did indeed install the filter cartridges, and provided the GPS coordinates and time stamps of the job ticket. We also provided some refunds to the customer based on his concerns. We welcome any additional feedback and are happy to answer any questions or concerns.

• Initial Complaint

  08/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid for weekly pool service to be conducted. Price for weekly service was $110/month. I paid in full for May and June and they stopped servicing on May 19, 2022. I am due a refund of $27.50 for May and $110. for June. Blue Science bought out/took over the previous service provider Bay Native Pools, who have deleted their email and does not respond to texts/calls. The invoices for May/June were billed under Blue Science. I have contacted them several times and they refuse to refund the money saying to contact Bay Native Pools (no longer in business/unable to reach). The invoices came from Blue Science and even state on the invoice itself that credits will be issued for missed services. I have since retained another pool service company but am entitled to a refund of $137.50 for the missed services in May and June. Please assist me with getting a refund.

  

  Business response

  09/09/2022

  Business Response /* (1000, 5, 2022/08/02) */ Blue Science Pools did not acquire or take over Bay Native Pool & Spa, we bought the customer accounts that gave us the right to provide service and bill for that service. We acquired these accounts on June 20th, 2022. We did not buy the company itself, and all other assets and liabilities remained with Bay Native Pool & Spa. This customer says they canceled their service with Bay Native Pool & Spa on June 14th, 2022, before we acquired the customer accounts. Therefore, we never provided service to this customer and never collected any monies from this customer. This customer sent us an invoice from Bay Native Pools that had our name on it, but the invoice did not come from Blue Science Pools. It was from the prior company who used the Blue Science Pools name, without permission, and put it on their invoices. The customer claims they paid this invoice, but it was not paid to us. It was paid to Blue Native Pool & Spa before we entered the picture. The customer was sent examples of our invoices, which are clearly different than what she received. We're sorry the customer is dealing with this situation; it's truly unfortunate. However, these complaints are from before Blue Science Pools was involved and we did not collect any money nor service this account in any way. We are doing our best to communicate with the customer and provide her as much help as we possibly can.

*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. ↩