Complain about a product or service

Blue Haven Pools

The complaints below are just a few of the pages of anguished tales we've received from Blue Haven customers. If you are even thinking of building a pool, you owe it to yourself to read and ponder these accounts ... and to read the advice of a former pool salesman.

David of Deer Park, TX June 16, 2009

Let me point them out for you clearly. 1. Tanning ledge was wrong the first time, I had to point it out. They came out and enlarged it, it is still not right. Superintendent did not catch it,I had to point it out to him on both occasions. 2. Skimmers were not right. Wrong elevation and not level. Again I had to point it out the superintendent who did not catch it. 3. The decker on addendum as arranged by Blue Haven at set price was not able to do decking in the time frame. Another decker contracted of which name was provided by Blue Haven. 800 extra money. 4. Contact by Contractor demanding extra money. Was promised by Blue Haven would not happen. 5. Superintendent said firepit was not getting lined with bricks or flagstone that I would have to contact Blue Haven Of course he was wrong again and I had to contact Blue Haven and go all the way back to Pearland to pick out Flagstone. I was told at original picking of coping,tile etc that I was done. Blue Haven was wrong again. 6. Housing Develop complaints to me about gunite being dumped into drainage, of course Blue Haven superintendent had already told builder he was wrong , but of course it was true. Again me having to deal with issues that Blue Haven should take care of. It is my opinion that Blue Haven is not doing their job, I am having to do it for them. The superintendent has only showed up to lay out pool and collect cks out of Bar-B-Que pit. Other than that I had to demand he meet with me to review current status. Other than that he has not been present before, during or after any of the steps. He took some pictures of some chipped tiles that morning but that was it. He did come out for Skimmer issues because I again demanded he come out. He told me I was wrong that the skimmers were right. They were not as pointed out by a 2nd Blue Haven guy he called out for a second opinion. I have had to take off work several times to make sure Blue Haven is doing their job, or waiting for their arranged deckers,etc. And last, but by far not the least, the total unresponsiveness and unprofessionism demonstrated by Bill & Josh and the total lack of knowledge that the superintendent has of his job/responsibilities. I have been called a liar by Blue Haven staff and told I was wrong about numerous things of which I was totally correct on each (ex skimmers,ledge,firepit linings, gunite dumping, etc.) Now you tell me who is being aggravated and put out here. It is me having to do Blue Havens job and them being totally unconscious to their job or their PAYING CLIENT! I am sick to death of Blue Haven's lack of response and I fully expect a reasonable response to each of the issues I pointed out above. At least 800 in direct damage and unmentioned anguish & aggrivation.

chris of Mt. Laurel, NJ June 13, 2009

Signed contract in 09/2008 so pool could be fast tracked in winter after we made settlement on the new home. Larry Stoelker refused to come to home with engineer to make sure location of pool and design was correct. After 8 weeks of errors in design they finally came together as I recommended and got it right. Time delay Jan til April. Finally started pool and had to dig it out 3 times due to failure to pass code and delays until rains caved pool in and all rebar had to be removed.

Larry and Eddie who were in charge would not believe disaster I described and would not come to site. Resultant delay was 7 weeks. They have worked on pool a half day per week on average. They keep scheduling tile and stone to be done on days forecast for rain and then reschedule for 10 days later. I am now 5 months into the process and still have no stone, deck or plaster. Houses in our development have been built faster. There needs to be some controls on these companies so they don't just dig a hole, make a mess of the yard and neighborhood and disappear for months at a time. I have never written a complaint and never been so unhappy with a company or service.

Anthony of Tomball, TX April 28, 2009

My hand rail turns rusty and have been replaced 3 times.My Plaster was put in 2 times and stayed ugly with egg shell cracks. They wanted to try 1 more time and we did not let them. We wanted our money back. OUr stairs started cracking and we complained and they brought a person to inspect and he tried smoothing it out and it made it worse. They gave us 2500.00 for the stairs. When I complained about my plaster again they said oh well, you took the 2500.00 and we can't do anything about it. I thought that only covered the damages for the steps in the pool since they were cracking. Now I have a cracked egg shell pool with cracked steps and am stuck with 27,000.00 balance. I am very dissatisfied with the construction of the pool. It is not fair for Blue Haven to get away with this kind of behavior. We wanted a nice pool and I ask you come look at it for yourself. Is there anything we can do about this legally?

We want our money back. We are paying for a pool for the next 10 years and from the get go the construction was going wrong. I got tired of them trampling in my back yard redoing the plaster over and over again. According to them they said there were contaminants. The second time they said they were contaminants and a crappy job by the construction guys. The manager admitted to the [bad] job they did. But because they gave us 2500.00 we are to just take it and be quiet. Please call me and I would like to talk to someone that can help us recover what we feel we have been taken advantaged of.

mayte of knoxville, TN April 29, 2009

I have problems from the beginning. They started building on June 07 and finish at the end of November 07. They have to redo the stamped concrete around the pool because the first time was not made right. Then we noticed that we were loosing water and finally we found a crack on the shell, emptied the pool and fixed it but we always had problems with the pump making terrible noises that even the neighbors complaint about it. It looses pressure all the time. The changed the Hayward motor and replaced (I found today that they replaced it with something else so Hayward do not cover their warranty). They also installed the ozonator on the wrong place making the filter filling with air. We still have a lot of problems.

Now the office is close and Blue Haven does not want to be responsible for the problem. I call the 1-800 customer service and Ms. Ellen provided me with the worst customer service I have to deal in my life. I spent 70,000 on my pool to be treated poorly and they washed their hands. Well, I built with Blue Haven base on their number 1 ranking, for their name and their reputation (that's what I thought them). I also thought that I will be back up with a national company in a case like this. What a mistake! PLEASE DO NOT BUILD A POOL WITH THIS PEOPLE. Take my word for it!

frank of Riverbank, CA April 26, 2009

The pool was build in a timely mannaer and the workers were very polite. My problem are with the parts that they have used and the diffculty in getting the parts. There office was located in Modesto ca. and have moved somewhere else not sure...all i need is a part called jet flow outlet.

this product is patented by blue haven there for I can not find the part...BLUE HAVEN CALLS IT A RETAINER IT SCREWS INTO THE WALL OF THE POOL THIS RETAINER HOLD AN EYEBALL THAT WHEN THE PUMP IS ON IT FORCES WATER PRESSURE THROUGH AND CLEANS THE WALL>>>ANY WAY THEY DON"T SEEM TO CARE ONCE THEY HAVE BUILT THE POOLS THAT IS SAD THE RETAINER HAS SPECIAL THEREADS THATS WHAT MAKES IT DIFFICULT TO REPLACE WITH ANOTHER TYPE OF PART>

Jason R Hamer of Lake Wylie, SC April 13, 2009

They treated my house and property like it was a keg party (we are still cleaning up McDonalds bags, coke cans and other trash they left and refused to remove. One group of workers took the liberty of throwing our teak patio furniture into the mud so they could use it to step on as they applied plaster. All in all, my 'infinity edge' doesnt work and when it does it sounds like a pumping station, which renders it useless. The spajets are mostly not working and you only get a 'spa' when you put the blowers on, which again, sounds like a pumping station.

The plaster and color/quality is a joke, and nothing like the finish they show in their brochures, or samples for that matter. When you report a problem (one day after the plaster is applied we knew it was not right) they will tell you that 'you mismanaged the ph levels' even when they opened, maintained and serviced the pool from day 1. And finally, they are rude and dishonest to the point where they pretended to be my wife, fraudulently announced themselves as guests in our gated community and took off like thieves in the night to take landscaping materials from my property that didnt belong to them but wanted to use on another job.

All in all, avoid Blue Haven Pools. Especially, F. Aylward. Their resolution consists of denying the problem exists, refusing to fix the problem when they do admit it and then telling you 'how far are you going to get' when advise them that you are being forced to make a legal complaint against them. This one even called every pool service firm to make sure I could not get anyone licensed and qualified to offer their professional opinion.

Claudia of Goodyear, AZ April 7, 2009

I had a pool built in May of 2008, everything went according to schedule. They seemed to have great customer service until I started to encounter problems. It is clearly stated in the agreement signed that everything was under warranty for a year. I called the office which built the pool, but they were no longer open so I was rerouted to the Tucson office. I spoke with someone and they gave me the number to L. Lidam. I called her and she said they might not approve the funds to fix my pressure valve for the automatic water leveler.

She did not call me for a week, I called her and she said my boss said the funds would not be approve because it is something I could fix I told her I was not responsible for fixing anything because everything was still under warranty. She that is what my boss said to tell you, I asked her to let me speak to her boss, she refused and gave me the number to customer service which was just a recording for me to leave a message. Im sure those messages get checked frequently.

My next step will be to contact the attorney general, the money is not the issue, it is the principle of the matter. It is not fair that they get to get away with not following the contract. I paid every penny owed to them and now they cannot uphold their end of the bargain, well I for one will not let them get away with it.

Johnny D Simmons of Red Oak, TX March 31, 2009

After being delayed for severel weeks due to rain (it rained the most when they were didgging the hole)they took thier time and did not show up when they said they would. I used most of my vacation days waiting for them to show. They managed to consume most of my vacation days because I wanted to be there when they preformed any work to make sure they did it right. Problems started with the tile grout. Contracters were not informed about the color. They also did not check to see if the tile I requested was in stock untill the day came to install it. They had several weeks to get my first choice in but didn't even check until it was time to install. Took 4 times to fix the leak on the water feature. I finally made them dismantal the hole thing back down to the gunite. Some of the contractors used very loud and profain language in the presence of my wife over a mistake that bluehaven made.

Scheduling is my biggest problem with them. If I take a vacation day to be at home I expect them to show up on that day not the following. Major complaint #2: When signing the contract we were informed that we would have a 1000 gift certificate for blue haven merchandice. After we recived the certificate we called and requested a catalog. We were sent a catalog that was reflective of the home web site, merchandise and cost. After calling to place our order in December we were informed that we should wate until after the first of the year because they were adding over 50 new items to their web site. As it turns out in short they were stalling to make us order from a different web site that has very limited items and they are all at a 70%+ mark up from their home page.

This is very diseptive but is reflective of the company they are. I mean who wants or needs a 100.00 towel. Now all the items that I had decided to use my certificte for are not availible from this site. I would think better of the company if they just said we will give you 250.00 worth of stuff from our web site rather than this. At least that would show some integrity. What is the purpose of setting up a seperate web site if it is not just to raise the cost to devalue your certificate and unload all the items that are not moving at an inflated rate. This has to be the most underhanded practice I have experienced from any company. Any item that is available for sale should be the same price if I use cash or the certificate. Bait and switch. After this I don't understand how they expect me to recomend them to anyone I know.

My so called 1000 rewards certificate is useless and worth only about 200. Not intrested in anything on the site to date and refuse to spend it on things I don't want or need at a bloated cost. I feel that we were decived and lied to on this issue and there should be laws to prevent this.

Melinda of Olive Branch, MS February 20, 2009

It has taken 4 months to get the pool to where we can put water in it and now it is leaking...having to put 1-2 inches a day in it. they keep putting off trying to find the leak and really don't know what to do. they hope they don't have to go under the already poured concrete to find the leak. They don't listen to what you want in a pool. they do what they want. we wanted stone on the hot tub but due to no supervisor on the job the men put tile on it. they don't speak English and have no idea what you are talking about. at least they try to make you think that. but they just send these men to your house and let them loose.

They have no idea what they are doing other than basic pool construction. The pool equipment was put on bricks...not a concrete pad...and now is falling down. we haven't even gotten to swim in the pool and it already is falling apart. the fiber optic lights are a nightmare. they have no idea on how to make them work properly. The man we dealt with was a good salesman but is lousy with customer service. they did get n 90% of the money already and then seemed to fall off the face of the earth. I am just sick at the stupid mistake I made hiring Blue Haven Pools.

Blue Haven Pools & Spas Austra of Sydney, OTHER February 9, 2009

Took more than 2 years to build a pool and double charged on almost every aspect. Rude, unhelpful and never provided any of the requested information. Misleading contract. Abusive contractors. Aggressive collections agent when anything was questioned. DISASTER TO DEAL WITH! Nothing went to plan - Avoid Blue Haven Pools Australia at any cost.

Pool cost nearly 70,000AUD for a simple, small pool on a flat block. This company advertise similar pools for around 20,000. Advertising is a complete fabrication -amazingly misleading at best.

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