Complaints
This profile includes complaints for Blue Science's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 12 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/06/2022
Type: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 Science pools repeatedly overcharged me for pool cleaning services, including for services never performed. Most significantly, they charged me approximately $360 for the annual change of my filter. Although they charged me, they never actually changed the filter. As a result, my pool filtration system is now experiencing cavitation. I believe that Blue Science is running a fraudulent enterprise. My partner stays at home during the day and reported that we would often be charged for weekly service but no pool technician would ever show up at the house. They charged me for weekly cleanings, including pool brushing, but never performed this or other services. They also would routinely make mystery charges on my credit card, including purported fees for chlorine and other seemingly random charges. There appear to be dozens of other customers who were also victims of this fraudulent business, resulting in substantial damages.
Business Response
Date: 10/11/2022
Business Response /* (1000, 12, 2022/09/22) */
Thank you for speaking with us on this matter. We take all customer concerns very seriously and performed a full investigation.
we found that we did indeed install the filter cartridges, and provided the GPS coordinates and time stamps of the job ticket.
We also provided some refunds to the customer based on his concerns.
We welcome any additional feedback and are happy to answer any questions or concerns.Initial Complaint
Date:08/02/2022
Type: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.
I paid for weekly pool service to be conducted. Price for weekly service was $110/month. I paid in full for May and June and they stopped servicing on May 19, 2022. I am due a refund of $27.50 for May and $110. for June. Blue Science bought out/took over the previous service provider Bay Native Pools, who have deleted their email and does not respond to texts/calls. The invoices for May/June were billed under Blue Science. I have contacted them several times and they refuse to refund the money saying to contact Bay Native Pools (no longer in business/unable to reach). The invoices came from Blue Science and even state on the invoice itself that credits will be issued for missed services. I have since retained another pool service company but am entitled to a refund of $137.50 for the missed services in May and June. Please assist me with getting a refund.Business Response
Date: 09/09/2022
Business Response /* (1000, 5, 2022/08/02) */
Blue Science Pools did not acquire or take over Bay Native Pool & Spa, we bought the customer accounts that gave us the right to provide service and bill for that service. We acquired these accounts on June 20th, 2022. We did not buy the company itself, and all other assets and liabilities remained with Bay Native Pool & Spa.
This customer says they canceled their service with Bay Native Pool & Spa on June 14th, 2022, before we acquired the customer accounts. Therefore, we never provided service to this customer and never collected any monies from this customer.
This customer sent us an invoice from Bay Native Pools that had our name on it, but the invoice did not come from Blue Science Pools. It was from the prior company who used the Blue Science Pools name, without permission, and put it on their invoices. The customer claims they paid this invoice, but it was not paid to us. It was paid to Blue Native Pool & Spa before we entered the picture.
The customer was sent examples of our invoices, which are clearly different than what she received.
We're sorry the customer is dealing with this situation; it's truly unfortunate. However, these complaints are from before Blue Science Pools was involved and we did not collect any money nor service this account in any way.
We are doing our best to communicate with the customer and provide her as much help as we possibly can.
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