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:07/07/2025

  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.

  Hanvana Pools resurfaced by pool and redid the plumbing and concrete around the pool. Within a few months, there were cracks forming in the concrete and concerns for water leak. I have sent multiple text messages to ****, the owner. Pool was done around 4/2024. I sent pictures 6/15/2024 to **** without response. I sent him another text 9/28/2024. I received a reply 10/1/2024. He replied partially just regarding the leak question without addressing the issue. He did not address cracks in the concrete at all. Now, we are in *********************************************** as well as my pool contractor who has contacted him separately. There are further leaks in the spa. I would never recommend this company.

  

  Business Response

  Date: 07/09/2025

  Dear Mr. **************** style="font-size: 0.875rem;">Thank you for taking the time to share your feedback. Were sorry to hear that you are dissatisfied, and we would like to provide some important context regarding your renovation project completed by Havana Pools & Outdoors.

  Your project, included a full pool/spa resurfacing, existing plumbing replacement outside of spa, and the installation of a new concrete deck around your pool. Regarding the cracks you've referenced: we did cut control (expansion) joints into the concrete, as is standard industry practice to help manage cracking. However, its important to understand that concrete will always crackits not a matter of if, but when. These small hairline cracks are superficial and cosmetic, not structural, and are a common occurrence in all new concrete pours, especially around pools exposed to varying moisture and temperature conditions.

  As for the leak concern in the spa: during the planning and estimating phase, we strongly recommended replacing all the travertine tile around the spa, including the spillway. This area is prone to water issues if not fully rebuilt. Despite our recommendations, you opted not to move forward with this part of the work due to budget concerns and instead chose a more limited band-aid style repair. We clearly explained the potential risks of this approach, including the likelihood of future leakswhich appears to now be the issue at hand.

  You first sent us photos on June 15, 2024, and we responded regarding the spa leak on October 1. We acknowledge that we did not address every concern at that time, but we are a small team actively managing a high volume of ongoing construction projects, and cannot always respond as quickly as some clients may hope. We apologize for any delays, but please understand that we prioritize scheduling based on urgency and contractual obligations.
  Ultimately, we delivered the project per the agreed-upon scope and made every effort to advise you appropriately along the way. While we regret that you are unsatisfied, we stand behind the workmanship and recommendations we provided from the outset.

  Sincerely,

  **** Covelo

  President

  Havana Pools & Outdoors, LLC