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:06/11/2024

  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.

  We purchased an above ground pool package in August 2020 and it was delivered during the summer of ********************* October 2021. Blue Dolphin provides the opening and closing of the pool each season. Every time they perform these services there is an issue. Missing parts, not closed properly, not opened properly, etc. Each time this happens we have called the company and, after several phone calls, we usually are able to speak with someone. Then it takes several weeks to get someone out to fix the issue. Unfortunately the service doesn't always fix the issue. The latest issue is that when the pool was opened they did not provide a needed part and we have several leaks. They don't seen to have a consistent service staff and everyone gives us different opinions. We would really like to have our pool function as it should. Thank you.

  

  Business Response

  Date: 06/21/2024

  I have attached some filed tickets to show you how this was resolved.  But I would like to explain it all.  We opened their pool on May 9, 2024, of which we (the office) see the next morning which was  May 10, 2024 which was a Friday.  On Monday, May 13, 2024 we dropped off the *** ring that was missing from their equipment.  Exactly one month later on June 11, 2024,  we were notified there was a leak.  On June 13, 2024 we returned to tighten all of the equipment and found a plug missing.  Later that day we returned with the plug, all at no charge.  You will also see a ticket when we closed their pool last season.  All things were done correctly by our technician.  The technician feels that the equipment should be stored in a better orderly fashion.  This would keep the equipment secured through the winter.  
  

  Customer Answer

  Date: 06/24/2024

  Hello.

  We appreciate Blue Dolphin's attempts to rectify the situation. They have an employee, *********, who has gone above and beyond in making sure the service department is consistent in their replies. We have been informed the company is under new ownership and look forward to their continued improvement. 

  Yes, our issues seem to be resolved for now. As for storage of pool items? I'm not sure what else we can do to have them more easily accessible to the technician. We store them in a singe location. I do know my husband and I do not appreciate being told by a technician that "we must have removed them after he opened the pool." No, we did not. The delay in getting back to the company was due to the fact that I work in education and volunteer with CASA (Court Appointed Special Advocates) for children in the **** system and my husband is currently the only pediatric pulmonologist in the state of NH and is on call 24/7/365. So.. we're busy. We store our items in one container that is left out for the pool company. I understand mistakes happen but for the tech to think we would just, I'm not sure, throw items away? Perhaps hide them so the technician gets in trouble? Who would actually do something like that? I'm sure the technician didn't really mean to accuse of us tampering with our own pool but it certainly came out that way. 

  Please know that we did send photos and a video to the service department as the request of *********. The technician claims they never saw them. Who knows.

  Again, if the company is in fact under new ownership then they wouldn't be aware of the issues over the past few years. We were told, in summer of 2023, that the main showroom and sales is a separate business from the service department. Perhaps this has changed? Anyway, kudos for having ********* in your employ as she is no nonsense and gets things done. Let's hope this continues as we like to support locally owned small businesses. Also, ********* deserves a raise.

  

  Business Response

  Date: 07/03/2024

  It seems we have resolved their issue with the leak in the pool and the customer seems to be happy with the outcome and our staff.  With this being said, I feel this complaint is resolved and should be removed.  If there are any future issues, they can reach out to ********* or myself.  thank you

• Initial Complaint

  Date:05/04/2023

  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.

  Blue Dolphin Pools installed my pool with an O3 system. They installed the system incorrectly which has cost me over $800 in service fees and bulbs. They did not follow the instructions in the manual which I found out about after having someone come out here to service the unit after it failing due to it always being on. I have called them multiple times about the issue and have clearly shown them the issue and they have not responded or come to fix it. I am always told that a supervisor will call me back and no one calls me back. This company has been a nightmare and when i thought I was done with dealing with their ignorance and avoidance. Come to find out that they installed something incorrectly and will not fix it.
  
  Page 8 of the attached manual states that you need to add a flow switch if using a Variable speed pump to ensure the system does not stay on all the time. They did not do this and my system stays on 24 hours a day which over heats the bulb and results in the bulb dying quickly and not allowing the system to do what it needs.
  Page 17 shows how to install when using an inline chlorinator. They installed the chlorinator and did not install the bleed kit which makes the chlorinator system fill with air and not chlorinate the pool making it ineffective in its sole job of chlorinating the pool.
  
  I have called Blue dolphin about both of these issues and they have acknowledged them (by someone saying they will have a supervisor call me back to fix) but never resolved them or even had someone call me to set a date to resolve them. Its just more of the poor customer service you get with this company. I strongly advise to not use them unless you want headaches or improperly set up pool equipment. For a company that has been around for so long and upsell you products to supposedly keep your pool clean I would expect them to know how to install them.

  

  Business Response

  Date: 05/10/2023

  I'm sorry Mr. ******* had a problem.  When we start the pools, we instruct the customers to run the pumps 24/7.  They are variable speeds and use 80% less electricity than a standard one speed pump.  While running the O3 will not overheat.  The instructions on page 8 clearly states the flow switch is an ADD On.  I sell many of these systems and I've only installed one flow switch.  I'm sorry he spent $800, The lamp for the ozone machine retails for $119.99 and I have them in stock.  As far as the chlorinator not working because of an air lock, that is not always the case, many times the chlorine is not dissolving because there is not enough backpressure in the return lines to force water into the canister.  King technologies the manufacturer produced a pressure guage to test the amount of pressure of the chlorine cannister.  The resolution is generally either installing a smaller diameter nozzle on the return line or run the pump at a higher speed (3000+ rpm's) for a period of 6-8 hours.  If after this test and trial resolution we still don't have chlorine being produced, then I would consider installing the Paramount Air Bleed Kit at no charge.  The Frog Chlorinator in conjunction with a variable speed pump has been a learning experience for both the manufacturer and us.

  Customer Answer

  Date: 05/10/2023

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because: Thanks for the response.  Please look at the top of page 9 in the O3 manual.  It states (in Bold) "DO NOT SET THE CLEAR O3 TO RUN WHEN THE FILTER PUMP IS OFF".  Blue dolphin directly wired the O3 system to the breaker for the pump (since it is a variable speed pump) and therefore can not be switched off.  That is the point of having the "add on" flow switch.  There is absolutely no way to turn off the O3 system without that flow switch.  This is why it should have been installed in the first place.  As these bulbs cost $120 a piece I have now gone through 3 of them (should have only used 1 by now) as they burn out because the O3 system is running 24 hours a day.  The only reason I knew this is because I had to pay someone to come out and look at it (cost of $350) because blue dolphin never returned my calls or messages to resolve this issue.  

  As for the frog system, I appreciate you stating that there is a learning curve there and I have already looked at the pressure.  The problem is that O3 is injected into the pump (as installed by Blue dolphin) which causes an air pocket in the frog system when the air tries to return to the pool.  Once again, I am not a pool expert but I have now done my research and do not appreciate being told that these items are "add Ons".  This system was purchased in good faith that it would be installed correctly and it has not been.  Nor has someone replied to my messages or calls from Blue dolphin until I filed this complaint.  Not a good way to do business.  I would appreciate a visit out to fix the issue.

   Thank you

  ****

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

  

  Business Response

  Date: 05/24/2023

  A variable speed pump was installed on their pool to operate 24 hours a day, seven days a week.  It uses 80% less electricity than a standard pump.  The pump is designed to save money and still give circulation 24 hours a day.  If the pump is run 24 hrs. per day, there is no need for what Paramount call an "add-on" paddle flow switch.  They call it an add on, not me.  It is not needed if the pump is run 24 hrs. as it is designed to.  If the homeowner runs his pump on schedule 1 for 6 hrs. at 3000rpm, he will not have a problem with his frog, as long as his frog is registering 3-5# of pressure at the bleeder valve on frog chlorinator.  Schedule #2 should be for 6 hours at 2000rpm's and Schedule #3 for 12 hours at 1000rpm's he will not have these problems.  If after doing this he still has a supposed air lock in the frog, I will install an air bleed kit at no charge.  But he has to email us at *******@bdolphin.com or ****@bdolphin.com.

  Thank You.