Complaints

This profile includes complaints for Blue Haven Pools's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Blue Haven Pools

  780 S Milliken Ave Ste G Ontario, CA 91761-7896

  
• 

  Blue Haven Pools

  27201 Puerta Real Ste 300 Mission Viejo, CA 92691-8590

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/06/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Blue haven pools start building my pool on October 19, 2019. I paid them approximately $80,000 to build my swimming pool. I still need the City of Pomona final inspection, a remote control and a in pool cleaning machine. The building permit for the swimming pool has expired. My remaining balance to Blue Haven Pools is $500.00. They still have not provided the equipment and permit fees. The last time the worked on my pool was 2 months ago. I need the final ciy inspection, missing pool cleaner and remote control. Thank you

  

  Business Response

  Date: 08/30/2024

  To the best of my knowledge all issues with the pool have been resolved, a new permit has been obtained and a final inspection has been scheduled for Tuesday 9/3/24

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

  Blue Haven Pools

  Customer Answer

  Date: 09/03/2024

   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.

• Initial Complaint

  Date:08/25/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my dissatisfaction with the recent experience I had when attempting to request warranty service for the Hayward Heater installed by your company in 2021. I believe there might be a misunderstanding that needs to be addressed, and I am hopeful that we can find a resolution that aligns with the terms of our agreement.
  
  On 08/22/23, I contacted Blue Haven to seek assistance with the Hayward Heater, which is covered under the original contract's six-year warranty. The response I received was unexpected and disappointing. In order to proceed with the warranty service, I needed to settle an outstanding balance of $443.75 related to the 2022 pool installation. It is important to clarify that the two matters are separate and should be treated as such. The warranty on the Hayward Heater should not be contingent upon resolving the payment for a different service.
  
  I was not previously aware of the outstanding balance, and I received an email from *** ********, who explained that the delay in billing was attributed to circumstances surrounding the Covid pandemic. While I understand the challenges posed by the pandemic, I find it disconcerting that my warranty service request is being linked to a separate financial matter. As a customer, I am more than willing to address the balance due, but I believe it is unjust to withhold warranty service based on this unrelated issue. *** stated this was company policy..., yet I was not presented with the policy that indcates so.
  
  I'd like to raise another concern that I encountered in my dealings with Blue Haven Pools & Spas. When the pool was initially installed, there were ditches left open by the plumbers during the pipe installation process. Despite my attempts to request assistance with this matter, I did not receive a response or resolution from their team. Subsequently, I had to seek external help and incur additional expenses to rectify a job that was initially part of the agreed-upon contract.

  

  Business Response

  Date: 08/25/2023

   

  Attached is a copy of the rear of the construction contract, please review highlighted area "Terms And Conditions" "G'.  (The warranties are effective only if buyer has complied with all of the Terms and Conditions, payments and oother provisions of the contract.

  Additionally, attached are copies of the email sent 8/24/23, a copy of the Accounting Summary and all of the checks given to Blue Haven Pools. 

  The accounting summary reflects an outstanding balance due of $443.75.

  This amount is due and payable prior to the warranty service.  The email states that if her records are any different than what I have presented please advise of of such.  

  *** ********

  Blue Haven Pools

• Initial Complaint

  Date:10/05/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complaint involves the lack of care and concern about installing, and finishing a pool project. Blue Haven, and the main supervisors (**** *****) have consistently been nonchalant about finishing our pool. The project has been on going for more than 9 months, and was originally slated for 3-4. Answers are never easy to come by, and require extra effort on my part just to maintain any kind of contact.
  
  Recently, the coping for the pool had become an issue. As there was a disconnect in the way the companies representative explained exactly what it was we were paying for, we discovered it would take more money to get the type of coping and tile we wanted when we first signed the contract. As ***** attempted several times to get us to pay more for the coping we desired, I found a company that was thousands of dollars cheaper. I asked ***** the amount of coping I needed to order and ordered said amount. Well, after the tile installers installed the tile and coping, we discovered there wasn't enough coping ordered for the job. ***** attempted to blame me, the homeowner, and not his own lack of professionalism as to the reason for his lack of measurement. Now, they want me to sign another contract regarding the amount of money I paid for coping instead of being concerned about finishing the installation of coping to move on with the job.
  
  This company seeks to limit any amount of blame of concern on their part. They are quick to request installment for the job, but take lengthly amounts of time to actually do the job. If it wasn't for my persistence, Blue Haven would have no interest in finishing the task. This company has to be the worst pool contractor in the state, if not the country.
  
  I expect this company to finish their tasks in a timely manner, and to stop with their need to make the homeowner feel that it is their responsibility to handle certain assignments in order for them to do their job. I expect them to take initiative to seek a quick finish.

  

  Business Response

  Date: 10/12/2022

  Good day,

  I have been out of town and unable to respond until I had all the facts.

  I will submit a formal tomorrow, 9/13/22

  
  

  Thank You

  *** ********

  
  

  Customer Answer

  Date: 11/22/2022

   I am rejecting this response because:
  
  
  This is the second complaint I have filed with BBB over Blue Haven Pools. The same issues still exist (slow work, no planned dates for further work, poor work, excuses as to why they did something w***g twice.) This company is run by a man named ***. Well, when I attempt to speak with ***, the employees seem to do whatever they can to protect *** from worker complaints. Wyatt and his staff, who don't seem to be professional on any level, stop *** from calling me back stating, "Oh, he's to old to handle the business." Well, *** was the first gentleman that came to my house when the hole for the pool was dug. He wasn't too old then. It's obvious that first, Wyatt and his staff don't have any plans on letter *** know my unhappiness with their poor quality of work. And second, that Wyatt is purposely attempting to get even for my first complaint. I will not stop complaining. Future customers need to be informed of the lack of care and professionalism this company exudes. I'm hoping BBB with take the next step and contact *** via phone and let him know his staff has much to learn about running a business.
  

  

  Business Response

  Date: 11/25/2022

  Mr ******* states the project has been  underway for nine months, the following is a more precise timelime:

  Contract writtren October 8,2021

  Construction drawings completed October 29, 2021

  Constructon drawings submitted to engineer November 3, 2021

  Stamped engineered plans returned to Blue Haven from pool engineer November 11, 2021

  Plans submitted to the City of ********, November 12, 2021

  Permit issued February 15, 2022 (this lag in time was NOT caused by Blue Haven Pools, strictly Building and Safety)

  Excavation March 1, 2022

  Steel reinforcing March 14, 2022

  Rough plumbing and electrical March 31, 2022

  Pre gunite inspection April 14, 2022 

  Shotcrete May 9, 2022  NOTE:  there has been a concrete shortage so it was difficul to schedule concrete

  
  

  After the concrete phase, Mr ******* contracted with  others to have property line walls built

  
  

  June 2, 2022 emailed homeowner regarding tile/coping selection

  June 17, 2022 spoke with Mr. Stilson, he stated his walls were not complete as of this date and he needed a few more weeeks to complete

  June 20, 2022 Email correspondence from Mr. ******* regarding tile/coping selection

  
  

  Mr. ******* did NOT accept our price for the special travertine coping stone.  He stated that he found a better price from a company in Florida and would supply that material to us

  
  

  After receiving the coping stones we started installation, at that point we realized that we were a couple of coping stones short.  The additional coping stones were ordered and paid for by Blue Haven Pools

  
  

  September 27, 2022 remaining coping stones were delivered form Florida.

  September 28, 2022  the two coping stones were installed and all the tile work completed.  

  
  

  Due to concrete shortages we were delalyed in scheduling his deck  placement.

  
  

  The deck scheduling issue has been resolved, Mr ********* pool decking has been formed and a building department inspection has been completed.

  Placement of his pool decking will be complete within a week.

  
  

  As an additional note, Mr. ******* has requested additional concrete and drainage installation above what was originally contracted for.

  
  

  The three month delay in premit processing was certainly not anticipated.  Additionally, the supply chain crisis exists to this day.  Homeowners choice to purchase the coping stones from Florida as opposed to purchaisng the coping stones locally caused another delay.

  
  

  The aforementioned circumstances were very unfortunate.  I can cettainly see completion in the very near future.  Again, I apologize for any and all delays that Mr ******* has experienced.

  
  

  
  

  
  

  Respectfully,

  
  

  *** ********

  Blue Haven Pools