Complaints

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:05/07/2025

  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.

  
  
  Complaint: 23294957
  
  
  
  I am rejecting this response because:

  If you research paver settlement, you'll find that it's typically the result of improper installation. Had the installation been done correctly, there wouldn't have been a need for you to come out twice already to address the issue. This isn't simply a case of natural settlement—it's a problem stemming from how it was originally installed. The issue didn’t develop overnight; it progressed over time and began while the work was still under warranty.

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

  d smooth the sand base. However, that equipment stopped working.Instead of repairing the machine or using an appropriate replacement, the crew switched to a manual tool with a flat, square bottom to continue smoothing the sand. Based on professional recommendations I’ve received, the proper procedure would have been to repair or replace the equipment to ensure the sand base was properly compacted and leveled before laying the pavers. Since the installation, there have been two service visits to address issues with sinking bricks. On both occasions, the crew simply removed the sunken pavers and added sand beneath them but did not compact the base. I have video surveillance of the backyard that supports this sequence of events. This is clearly an installation error—not a settlement issue. Had the sand base been adequately prepared and compacted, no sinking should have occurred. Proper installation should prevent these types of problems. I have a firepit installed that is having no issues

  Business Response

  Date: 05/08/2025

  Okay, I understand the situation. It appears that the pool for the customer, Mr. ******, was bought and finished in 2021. Following that, some warranty work was carried out on the decking in 2022. Upon reviewing the emails and photographs, it seems the decking is now experiencing settling in the very same location where the initial repair was performed. 
  
  
  Furthermore, it's important to remember that the warranty on this project expired three years ago. As per our established protocol, our warranty team provided Mr. ****** with the contact information for Gulf Coast ********** and Gulf Coast ********s to obtain a quote for the necessary repair work. It seems Mr. ****** was not satisfied with this resolution, which subsequently led to the filing of the complaint with the Better Business Bureau.

  Business Response

  Date: 05/20/2025

  After reviewing your claim and our records, we confirmed that your pool was completed in 2021 and was covered by a one-year limited warranty, which expired in 2022.
  As outlined in our warranty agreement, coverage does not extend beyond the one-year period, and settling of the pool deck or soil-related movement is not covered under the terms due to the natural variability of site conditions over time.

  Customer Answer

  Date: 05/20/2025

  
  
  Complaint: 23294957
  
  
  
  I am rejecting this response because: The settlement in the soil was caused by improper installation of the pavers. This was proven when they had to complete warranty work previously while under warranty. 
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:04/24/2025

  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.

  
  
  Complaint: 23242247
  
  
  
  I am rejecting this response because: I have heard all this before from the company. Until all issues have been addressed to the satisfaction that a GM of the company would expect for their home, I will leave this complaint open.
  
  
  
  Sincerely,
  
  
  
  ***** ********ter a portion of my grass near the pool that now sounds like a concrete floor (new sod will have to be put in there)
  
  Key points:
  - Lack of communication (both to the customer and internally).
  - Zero acceptance of mistakes or issues caused by the subcontracted plaster company. Every issue noted above was met with a reply of (it was the plaster crews' fault)
  - If they have that many issues with the subcontractor, they should probably stop using them, AND/OR have a rep from Blue Haven on site to quality control their work!
  
  Hopefully, these types of things will not happen to a future customer who pays $20k or more. As of 23 Apr, I finally got someone to come out and remove the dewatering pipe and the latest excuse given about why previous issues have not been addressed...get this..."The General Manager is sick."
  
  There are too many images to try and upload. I have them available as needed

  Business Response

  Date: 04/24/2025

  Blue Haven acknowledges the issues at hand. We will be cleaning up the mess that was left behind by the plaster crew and taking care of the landscaping that was messed up in the process.

  Business Response

  Date: 04/25/2025

  Our Regional Operations Manager, Darryl Wilson, has a meeting scheduled with customer at 9am on Tuesday 4/29/25. All items will be addressed to satisfaction of both customer and BHP.

• Initial Complaint

  Date:04/02/2025

  Type:Product 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.

  Date of transaction 05/25/2024
  Pool construction $84000
  There is a lot of small issues with this construction but the main issue was they promise to me a Heather for my spa/pool instead I received a "heat pump".
  I have tried to resolve heating issue since January, It is impossible to meet with a manager but I have contact Dave, Mark, Mathew, Steve, Mike they all says that they will contact a "manager"
  Following issues need to be resolve also and they are ignoring everything:
  1. I requested NO hole for the umbrella.
  2. I am missing the door concrete pads.
  3. I was additionally charged for a safety fence but I was never received the pool alarms that were included.
  4. The most important concern is the heater pump is not heat the spa enough and takes more than 4 hours to raise up to 90 which is unacceptable for a spa.
  I am very disappointed with the quality, warranty and service. I explained to Mark (salesperson) exactly what I want and show him pictures from my old house as reference and trusted his knowledge he was giving me the best equipment according to my needs and request; due to my Mother, an elderly person, need to use the spa to relieve some pains due to a medical conditions.
  
  I was never explain the different between a heat pump and a heater and was never offer to choose. I am requesting to replace the heat pump with a heather or a reimbursement of $5000 to buy the heater that I need.

  Business Response

  Date: 05/20/2025

  We appreciate the opportunity to address this matter. Upon reviewing the situation, we recognized that the customer, Mr. ** ****, preferred a heater rather than the originally provided pump. In response, we promptly worked with our manufacturer to facilitate an exchange at no cost to the customer.
  We are pleased to confirm that the replacement was successfully delivered, and Mr. ** **** has expressed satisfaction with the resolution. We value our customers and are committed to ensuring their needs are met with fairness and responsiveness

• Initial Complaint

  Date:12/09/2024

  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.

  Will not honor warranty after a nightmare experience. From the beginning the plaster in the pool has been flaking, rough, stained, damaged and they will try every bandaid (acid) approach but will not fix it properly and re-plaster. When I declined another acid treatment that would only further damage the pool, their senior tech invited me to “retaliate”. Three of their own techs have said the plaster needs to be redone but that BH won’t want to do what’s right. After multiple attempts, they are simply unresponsive to my emails. That is their go-to strategy when they have messed things up. During the build, the paving team cut electrical wires to our grinder pump, causing sewage to overflow in our home and in the yard. They sent an electrician to fix this who said the wires were still hot and our house could have burned down. They built the pool and deck to such a high elevation that we could not open our back doors leading out to the backyard. They had to demo everything and redo, altering our original design choices. They promised an “upgrade” and put down marble coping in different colors - some white and some grey. Now the tile and coping is stained with material from the plaster that’s sloughing off. They built the pool smaller than expected and partially refunded for this. Pre-build, the assigned superintendent claimed the dirt in our backyard was contaminated and tried to have us pay thousands to replace all the dirt. I had to get the county involved to prove his error. This caused delays and money lost. We were then assigned a new super. They left grounding wires exposed and the super told me to burry them because they were busy. Multiple attempts later, they sent the super to burry them. The permit took an inordinate amount of time because the permit-tech had a baby and we went months without a reply. I believe she has now been fired along with many other employees. But the company is still led by people who do not care about the destruction they cause.

  Business Response

  Date: 12/10/2024

  To whom it may concern,

  Blue Haven Pools has responded and corrected all items that have been brought to our attention except for the plaster issues up to this point in time. All corrections were agreed upon with customer prior to action being taken by Blue Haven Pools. The color variations in the marble coping material is natural and cannot be controlled by anyone. This material was agreed upon before being installed. The build up on the tile and the flakes of plaster are due to improper water chemistry in the pool. Blue Haven Pools does not control or handle the water chemistry. That is the responsibility of the pool owner. We have reached out via email to the customer to offer an amicable solution and to replaster the pool. Blue Haven Pools is currently awaiting response from customer before moving forward with this solution. 

• Initial Complaint

  Date:10/15/2024

  Type:Service or Repair 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 would like for them to finish my pool. They continue to delay repairs etc. I sent them my final payment over 2 months ago and I still can't use my hot tub or pool (due to the heater not working after multiple repairs). Valves continue to leak despite multiple repairs. Pool lights don't work despite multiple repairs. Each time they come out and cannot resolve the issue it is 7-10 days before they come back out. The quality of the work has been terrible. The communication (with the exception of Ryan) has been extremely poor. They stood me up for resolution meetings, etc. (and no phone call). I don't believe that they had the pool inspected properly as well. There is no way we could have this many leaks if they truly pressure tested the system. They also have caused damage to the neighborhood landscaping system. This happened due to them installing the equipment on the wrong side of the house and then having to move it (when they dug further out due to the error they struck the neighborhood equipment. Also, this same error cost me additional charges from the gas company and from the water company. We had to drain the pool two times and refill it due to all of the problems that we are having. A lot of incremental costs to me that I expect them to pay for.

• Initial Complaint

  Date:04/23/2024

  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.

  We have a few problems but we paid for a Pool Maintenance for Chemicals and testing They said They went out of business this is Blue Haven/ Clam Waters so they sent me a check for 350.00 But friends of mine same time frame Are having the Contract taken care of. Second I've got RED Clay all over my Back porch where the worker's had gotten out of the rain from digging the pool RED Clay is all over my Porch I have a Trench Thur 3 places in my Yard Where the Trucks wasn't to be around and got Stuck no one has tried taking care of any of theses problems along with over ordering materials And some have been removed and From what little I understand it belongs to me

  Business Response

  Date: 05/07/2024

  Mr *****:
  Our General Manager, Tim **** sent a project manager to your property on April 23 to view the job site and see what action needed to be taken.  Our project manager fund that a subcontractor delivered dirt to your home, but did not spread the dirt to fill in the trenches.  We scheduled someone to visit your property on April 25 to another final grading. 
  
  The issue with staining on the concrete patio was due to mud on workers’ boots.  This was address and cleaned.
  
  Our General Manager, Tim **** followed up with you after April 25 to confirm that the grading had been corrected and you stated you were happy with the final results and would take down the complaint you posted on the BBB website.
  
  Tim Daw also discussed the Calm Waters credit with you and found someone to service your pool moving forward.
  
  Please let us know if there are any remaining issues that need to be addressed, since we want you to be satisfied with your final pool.
  
  Best Regards,
  Blue Haven Pools & Spas

• Initial Complaint

  Date:02/23/2024

  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.

  The drain installed does NOT accommodate the amount of rainfall we receive. My house floods. I cannot get anyone from Blue Haven to help me! It seems they get their money then write you off!

  Business Response

  Date: 03/08/2024

  Our General Manager, Thomas Moore, and project manager, Ed Hawkins, visited Mrs ****’s property on Monday, February 26, to inspect her drains.  Thomas and Ed found that the deck drains were integrated into box drains that predated the pool build and the box drain lines are backed up causing the deck to overflow.
  
  
  Our team advised Mrs **** to contact the gutter company who installed the downspouts into the box drains as well to see if they could assist with clearing the lines or a landscaper to flush them out.  
  
  
  We also advised Mrs **** to only fill these box drains with larger pieces of gravel and no fill dirt to prevent sediment from washing to the lines causing further future problems.
  
  
  After the meeting, Mrs **** thanked us for coming to her property to help solve the issues she was experiencing.