Complaints

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

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  Calvitti Pools & Spas, Inc.

  2273 N Penn Rd Hatfield, PA 19440-1952

  
• 

  Calvitti Pools & Spas, Inc.

  838 N Pottstown Pike Unit D Unit D Exton, PA 19341-1560

  
• 

  Calvitti Pools & Spas, Inc.

  791 Bethlehem Pike Colmar, PA 18915-9754

  

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:11/11/2024

  Type:Order 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 signed a contract in July 2023 to have Blue Haven Pools and Spas by Calvitti build a pool in our backyard. In November 2024, a pool is mostly built, presumably to be finished next year when the weather warms, although no one at the company will answer our questions about the timeline. Our township requires an as-built survey to be submitted before final approval. We had that performed (don't believe Blue Haven when they tell you they handle these things), only to learn the pool and patio/decking were not constructed according to plan. We used one of Blue Haven's highly recommended subcontractors (** Stampcrete; our construction manager ***** said he would trust the owner with his life) to pour concrete for the deck, and repeatedly emphasized we needed to stay within the approved impervious surface area, right up to the moment concrete was poured. Now it appears some amount of concrete decking needs to be torn out to follow the approved plan, likely destroying turf and grading that's already been installed and performed. Neither Blue Haven nor JD Stampcrete will return our calls or emails. The as-built survey also revealed the pool itself may be positioned improperly on the lot and violates wetlands restrictions. Meanwhile, we have been making payments on a pool we can't even get approved, much less fill with water and use. We don't know how to resolve this out-of-control situation! We didn't want to resort to this kind of complaint but feel our hand has been forced by a company that seems to care very, very, very little about customer service or doing the right thing. We just want what we agreed to pay for, right now it's a hugely expensive white elephant.

  Business Response

  Date: 12/09/2024

  We have been in direct communication with the customer and her engineer regarding this situation. We are diligently working on getting this resolved.

• Initial Complaint

  Date:09/20/2024

  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 hired Blue Haven Pools to design and build a pool for our residence. Since construction began on this project we have had a lot of difficulty communicating with the construction manager **** ********. He does not return phone calls or messages. Our major complaint at this time is the quality of the pool plaster which was installed. Since installation the plaster has displayed obvious signs of discoloration and blemishes as well as trough marks and boot prints. For weeks we have been pleading for Blue Haven to come and inspect the plaster. (they have not physically inspected any work completed). Finally after demanding the plaster company come and inspect their work they sent a worker from the company to come to our house. Blue Haven has refused to identify the contractor who installed the plaster and told us even if we call them they will not work with us. After the plaster company worker inspected the plaster finish he agreed the job was not installed correctly and they need to repair the work. We were informed the work would be scheduled through Blue Haven. Blue Haven has failed to return any calls to schedule this work and in their opinion I should have to pay for the repairs. We are requesting Blue Haven repair the work which was not completed properly in a timely manner.

  Business Response

  Date: 10/24/2024

  Blue Haven has engaged with the customer to address concerns regarding water chemistry, which was found to be imbalanced during the new plaster curing process. This imbalance contributed to the blemishes observed in the plaster. We have reached an agreement to provide assistance in rectifying the plaster finish. This work has been successfully completed, and the customer is now satisfied with the results.
  
  Please let me know if I can provide anything else.
  
  Thank you,
  
  ***** *******

• Initial Complaint

  Date:07/25/2024

  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.

  Blue haven installed a pool in the summer of 2023. Besides multiple issues and outright lies by blue haven during the installation process. Upon completion it was noted significant white spotting and roughness in the pool plaster upon completion. I contacted project manager ************************* multiple times over the course of the last year and was told someone would come and look at the issue but not only did they not come to look at the pool but will no longer return calls or texts. The white spotting has been looked at by multiple 3rd party experts and all came to the same conclusion that it is a result of improper plaster application.

  Business Response

  Date: 08/15/2024

  We did receive a call from the customer reporting white spotting and roughness in the pool plaster. As a result, we gathered a water sample and had it tested on 9/14/23 (customer has copy of report).  The report showed that there was major and improper water balance.  The calcium was low along with the alkalinity.  This causes etching and flaking and can also cause white staining in the plaster.  The phosphate level was at 4000 which causes ******** and streaking.  These results were reporter to the customer.  They were instructed to have the pool water in balance ASAP to remove the spotting and to brush the pool daily.  Also prior to the pool being plastered, all customers are given the plaster regimen and instructed to follow (see below)  
                                                                  START-UP PROCEDURES
  Brush Pool 2 times a day after initial startup for 2 weeks, then once a day for 3rd week. While bushing pool / spa, have drains open with skimmers closed.  Once done brushing, reopen skimmers.
  First 24 hours place 2 tablets of chlorine tablets in the skimmer baskets, after 24 hours use shock as recommended on package (Dissolve shock in a bucket before adding to pool water.)
  Test pool water every day for 1st 3 weeks.  After 3 weeks, test water at least once a week.
  Water balance levels:
  1st 3 WEEKS
  pH (7.0 7.2)
  Alkalinity (80 120 ppm)
  Cal.Hardness (150 200 ppm)
  Chlorine (1-3ppm)
       AFTER 3 WEEKS / LIFE OF POOL
  Ph (7.4 7.6)
  Alkalinity (****** ppm)
  Cal.Hardness (******* ppm)
  Chlorine (1 3 ppm)

  
  NOTE:  DO NOT ADD SALT TO THE POOL UNTIL THE 31ST DAY.
  Filter system to run 24 hours a day for 1st 2 weeks.  After the first 2 weeks
  run system 8 12 hours during the day, depending on weather.
  Clean skimmer baskets every day and filter pump baskets at least once a week.
  Clean filter after first week of brushing.  Then clean once a month or if pressure goes 10 psi above starting pressure.
  Do not use any type of pool cleaner or heating system for 1st 2 weeks.
  Anytime (even after 1st 2 weeks) temperature goes below freezing make sure filter system is running, including water features.  This will prevent system freeze ups.
  FAILURE TO FOLLOW THESE INSTRUCTIONS CAN RESULT IN PLASTER FINISH ISSUES SUCH AS SCALING AND STREAKING OF THE PLASTER FINISH.  Homeowner is responsible for any and all cost to correct or repair plaster finish if these instructions are not followed.

• Initial Complaint

  Date:08/09/2023

  Type:Order 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 hired Blue Haven to build our pool after giving them a deposit September 2021. After terrible communication for a year and a half with this company our pool was finally plastered and filled with water, June 2023.
  
  Our issue now is that the township zoning officer has asked for documentation so that they can issue the final inspection certificate. Nearly a month has gone by and NO ONE out of the list of names that we have, will respond to repeated emails and phone calls.
  
  Our first payment is due this September, which there is a beautiful pool in our backyard that we can not enjoy, only look at. It is very frustrating to say the least, that we cannot get a simple response for the requested documentation to the township so that we can enjoy what’s left of the summer in our pool.

  Business Response

  Date: 08/18/2023

  Per the customer's statement, an email was sent with an attached letter on July 25th, 2023 for their township zoning officer, as requested. The township required a letter from Blue Haven, certifying the Recharge Trench around the pool was installed per the township approved plans. The attached documentation is exactly what was requested and what the customer asked for from our office. Since we had not heard anything back since this correspondence, we assumed all requirements had been met. 

  Customer Answer

  Date: 08/18/2023

  Blue Haven’s attached documentation of the response on July 25 is in reference to the trench that was requested by the township engineer and was received. 

  
  

  A reply to the July 25 email was sent on July 26 from the township zoning officer in which he stated there was a final pending item. I followed up on August 3, no response and the zoning officer again followed up on August 16 to the same email chain because there was no response.

  
  

  The attached document will show where the information was first requested on July 26, and again on August 16, 2023

• Initial Complaint

  Date:06/27/2023

  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.

  Why can't this project be finished? I have called and sent emails all to no avail. I'd like to see my pool finished before I have to close it up for next year.Dates:12/10/2021 - Signed contract. Due to city zoning, I needed a variance. This delayed excavation.9/13/2022 Excavation started. Job not finished due to trash in ground and a water stream.10/27/22 Excavation complete.11/29/22 Pilings driven. 12/5-6/22 Pumping water out. Installed plumbing pool side. Rebar installed.12/10/22 ****** surface applied.Next steps needed to have an equipment platform built at my expense. Called many times to get platform dimensions to no avail. Platform installed 2/21/23.3/9/23 Electric and equipment installed. 3/10 - Failed bonding insection (no decking subbase)~3/14/23 Plumbing complete.~5/8/23 Subbase created for perimeter bonding. Decking not per customer requirements. Failed bonding inspection. This is where the pool stands today. Dates of communication attempts:5/14/23 Email to ***. Asked question about pool cover because the decking does not go 100% around the pool perimeter. No answer.5/20 Texted the concrete contractor (***). He replied he has not had the job released to him.5/25 Email to ***. Asked for update. No reply.5/31 Texted ***. Job Released? No reply.6/6 Email to ***. Request for dates. No reply.6/9 Texted ***. Job Released? No reply.6/20 Email to ***. Request for dates. No reply.I don't understand why *** won't supply a project update. To finish the pool with the coating, I need to have the fence installed and the grounds landscaped. I have delayed my contractors because I don't have a timeline.Note: their contract has a 120 day time frame from when excavation complete. It's been longer than that.I need to also be reimbursed for the damage to my neighbor's yard and patio pavers by ***'s team. Their well water contractor damaged the yard by driving his truck on it. Didn't do the work, then quit!

  Business Response

  Date: 07/07/2023

  Spoke to customer regarding issues mentioned in complaint. We have come to an agreed resolution. We are actively working with the township to get **. ******** inspections passed and the concrete poured. We sent a crew to clean up the customers property, neighbors property, power wash the street, and secure the fence on March 2, 2023. Please email pictures of the current state of the property to *************************, so we can quickly come to a resolution. 

  Customer Answer

  Date: 07/19/2023

  Complaint: ********
  
  I am rejecting this response because:

  1. I will not accept any response until the project is complete.  As it stands, I am the one providing assistance to complete the project.  The inspection mentioned in the response FAILED again.  It took my involvement at the site to find out what was wrong and then interact with ***.  I was told that the grading around the pool is the customer's responsibility, but the inspector did not fail the bonding installation for grading, he failed it for improper installation.  Part of this was excessive excavation outside the pool perimeter.  If grading is needed for the electrical bonding then the contractor should provide the grading necessary to achieve that result.  It should not be left to the customer to figure this out (again no notifications from *** to the customer).  

  2.  I will not accept any response until the project is complete.  Fencing and landscaping are scheduled for 7/24-26.  This was sent to KS via email.  Once again, communications in the office are lacking as I then get an email from ** asking me for these dates.  I'm lucky to be this close in getting this done so close to the decking because no one took te time to give me a project timeline or update.  I asked for this each time in an email so I could schedule my contractors accordingly to get the job complete.  *** now has the dates in hand for this part of the project.  Weather might change the completion date but I will keep you informed.  However, why did I repeat the first sentence? I do not have confidence in *** to schedule the next part of the project in a timely manner.

  3. Part of the problem for *** is that there isn't a supervisor on site during construction.  Even after I get my fence installed and yard landscaped, I have to take the required photographs of the finished yard and send them to ***.  Why does the customer do this?  Why not someone from *** who is trained to look at a pool project for the weak points and any missing (critical) items.

  4. "Spoke to customer regarding issues mentioned in complaint. We have come to an agreed resolution."  Not completely true.   I need to provide landscaping repairs to my neighbor yard due to the damage caused by contractors.  I will take pictures.  I have to replace landscape pavers for my neighbor that were damaged by the well water contractor driving up on their yard.  I have pavers of my own which were damaged by the electricians.  *** has not addressed reimbursement for all of this.

  5. ***'s contract indicates a pool will be completed within 120 days after the excavation is compete.  Excavation and gunite complete on 12/10/2022.  Today is well more than 120 days.  
  
  Regards,
  
  *****************************

  Customer Answer

  Date: 08/23/2023

  The pool has been completed but the contract is not.  *** still needs to supply a pool cover.  Even with this final item, I get conflicting information.  I was told that the pool needs to be measured by pool service company in order for *** to have the cover manufactured.   The pool service company tells me they only measure pools for covers purchased by them for the customer.  Who will measure my pool to build, and install the cover?

  Again, I will not close this complaint until all items contained within the contract are completed.  

  Business Response

  Date: 09/20/2023

  The customers pool cover is complete. The customers pool service company is responsible for picking up the pool cover from the manufacturer in NJ and scheduling installation with the customer.
  
  Let me know if you need anything else from us.
  
  *************************
  Calvitti Pools & Spas, Inc.

  Customer Answer

  Date: 09/28/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and find that the resolution is satisfactory to me. However, you should not be giving this company a high rating.  This project took nearly 2 years to complete and all they have to say is that it's not their fault.  They have a statement in their contract which indicates that after the pool has been formed, the pool would be complete within 120 days.  My pool was ready in December 2022.  They didn't finish until August 2023 which is 8 months, or approximately 240 days, double the contract number.  Their contract is worthless.  
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:05/30/2023

  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.

  May 2022, we went into contract…we were told that the pool construction would be completed by September of 2022. My husband and I knew that would never happen since we both work in the construction industry. We were not upset that of course they did not finish in September and would need to resume in 2023. Once April 2023 rolled around, that’s when communications started to diminish with Blue Haven. The filter cracked because it was never winterized, Blue haven never told us it wasn’t winterized until we found them replacing…shortly after the filter connection exploded…it looks like it was cross threaded and the pressure couldn’t be contained in the improperly installed connection. Blue haven stopped responding and have already received 95% of the contract value. The filter connection needs to be fixed, the pool needs to be cleaned from the efflorescence build up and needs to be plastered. I’m extremely disappointed in Blue Haven and lack of transparency and communication. I’m not sure how to proceed at this point. I have wasted a lot of money ($90k) to have a giant concrete whole in my yard.

  Customer Answer

  Date: 06/28/2023

  The pool company has contacted me and has replaced the filter and finished the plastering. Thank you BBB!