Blue Haven Pools & Spas

I spoke with Mrs [redacted] on Friday the 24th of October, stating the followingThat I have ordered the freeze protectionAnd as soon as it arrived that I would install itAnd that all monies agreed upon would be reimburseMy apologies for all in convinces Respectfully, [redacted] *** [redacted]

This email is in response to the above complaint filed by Mr [redacted] at [redacted] ***In response to Mr [redacted] phone call regarding a rust stain in the bottom of his swimming pool, we sent our plaster contractor out to inspect the area in questionMr [redacted] from [redacted] Pool Plastering reported that Mr [redacted] pool is in dire need of re-plasteringIn Mr [redacted] 's complaint he failed to mention that his pool is years old All gunite pools in order to be waterproof must be periodically re-plastered Mr [redacted] 's is way beyond that point When plaster fails water than is absorbed into the gunite (which is not waterproof) and deteriorates the material as well as attacks the steel rebar causing rust stains At this time it is pointless to make any repairs to the pool as the rust will continue to come back Our warranty is against defects in workmanship and materials not against routine repairs or maintenance Unless Mr [redacted] has his pool re-plastered, Blue Haven will not honor any structural warranties as the pool is currently being damaged and has a potential to fail Blue Haven will make any repairs to the area in question, after Mr [redacted] has contracted with a licensed plaster company to have the pool re-plastered and the pool is chipped out At that time we will address the rust stain coming from a piece of rebar that has been exposed to water from the lack of plaster in the poolIf there is any additional information need, please email

We have contacted our sub-contractor who handles our plaster and all issues regarding plasterThey have stated to me via phone call that they have scheduled the work on 4/2/Regards, [redacted] Pools and Spas by Blue Haven [redacted] *** [redacted]

As per our conversation please note the followingOur plaster contractor resolved the leaking in the wall on 5/28/We have also taken care of other issues that they hadPlease call me or email Tyler or myself if there is a need Respectfully, [redacted] Manager

Complaint: [redacted] I am rejecting this response because: First, the leak has not been repaired See attached picture.Secondly, because the gates are locked, the repair could not have been made without coordinating with us first, which did not happened Regards, [redacted]

Good Morning [redacted] As per our conversation, the client called this morning asking for our service depton equipment issue [redacted] our service manager spoke with Mrs [redacted] , He trying to reach her back to ask her about the leak, plaster people did fix the inside of the pool, however it is a gunite issueWe will be sending our people to repair the gunite Respectfully, [redacted] Manager

Issues per customer have been resolved and customer has made final paymentProject is now closed

We (BH Mid Atlantic, Inc.) met with Mrs [redacted] on Friday 5/6/and did a thorough inspection of the pool and equipmentThis pool was constructed by Blue Haven Construction CoIncin 2007, prior to us purchasing the franchiseWe are still honoring legitimate warranty claims from Blue Haven Construction, IncThe pool was plastered on 6/14/We could find no obvious reason for the pool to be leaking as the customer claimsWe did find, however, antifreeze and water mixed in the skimmer and the skimmer was not plugged as it should be for proper winterizationMrs [redacted] stated to Joe H [redacted] , our service technician, and myself that as of two years ago they started closing the pool themselves and not using a qualified pool service company for winterizing there poolMrs [redacted] said that they just pulled there cover off yesterday 5/5/and that they have not opened there pool yet so a plug should have been visible in the skimmer portThere was no plug in the port which means the line was not air locked as it should have beenWith no plug in the port it's obvious to us that the line may have frozen due to the skimmer line not being properly winterized and air lockedThis may have happened two years ago when they first started closing there poolI've attached a copy of there contract which clearly states under "Limitations and Exclusions" that winterization is not covered under warranty and also under #Freeze DamageIt is our belief that if in fact the pool is leaking it is due to the customer neglecting to winterize the pool properly

I have created an opening with my service deptand operations manager to have a tech there tomorrow

Blue Haven has not refused to repair the pool in question We have agreed to The customer is required to mitigate his damages to the pool structure which he has not His failure to have his pool re-plastered is seriously damaging the structural integrity of the pool If the customer will agree to have his pool re-plastered in the next days, we will make the repair now and forgo repairing at the proper time which is after the pool is chipped out, as process of re=plastering If the customer fails to have his pool re-plastered within the time period, we will not guarantee the repair and will not honor any structural warranties on the pool shellI suggest the customer seek other licensed contractors to look at his pool and verify what can happen to the pool shell if the pool is not properly taken care of by having the interior surface re-plastered It is the plaster that make the pool water proof and prevents migration of water through the gunite attacking the steel in the structure

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meBoth of us were not home despite the fact that there were cars in the driveway.....We are a family of vehiclesWe do have an appointment this Wednesday (May 20, 2015) for the SunDeck company to come out to the house to inspect are issue Regards, [redacted] And [redacted]

Complaint: [redacted] I am rejecting this response because, it is untrue. They never return phone calls, or email messages. We have to continue to "hound" them for any kind of response. It is true the hot tub heater was installed one year ago, as of March 11, 2016. Low and behold, I did contact them about the flow switch leaking, 3 weeks ago...and now our one year warranty is expired! Way to wait it out with no response until warranty is expired Blue Haven! It is odd but not surprising....that your facts are wrong too. The original problem with the heater was not fixed in 5 days, as a matter of fact, it took several weeks to determine that the problem was within the heater, and not the gas lines, your company had installed. May want to go back and read your e-mails. Our maintenance team had to tell you how to do your jobs. You kept saying it was not getting enough gas, when in fact, it was getting enough gas...it was a defective part in the heater/starter!And no, there was little communication during that process either, except for to ask me to take my review down. We are aware our warranty is expired with Blue Haven, thank goodness! But as far as harassment, you got it all wrong, the retaliation we received from your company because we filed a complaint, is what you should be concerned with. The BBB is there for that very reason, and so is any review on the internet, which I see you have many terrible one's with people out there who received the SAME exact non-professionalism we got. Thanks you for your time, in responding, even though your facts are way off. Regards, [redacted] ***

In regards to the complaint the pool heater purchased was not last month The original heater was sold over a year ago When the heater was installed originally it wasn't working due to manufacture defect Blue Haven went out, determined problem and then ordered parts under warranty from the manufacture Northwood apts was informed that it would take business days for parts to come in During that time, [redacted] posted a review that claimed we were not fixing the heater after she was told parts had been ordered and she was already given a time frame Five business days later the parts from [redacted] came in and the following day the heater at Northwood apts was fixed and running Six months later I receive a call stating that the heater will not turn on and it needs to be fixed under warranty immediately Blue Haven went out and inspected the heater The heat exchanger on the 250K BTU ASME Ng (natural gas) [redacted] heater was leaking profusely The heater was further inspected and was determined that the heat exchanger will not be covered under warranty due to high levels of chlorine The heat exchanger was solid green due to oxidation from chlorine The tubes inside the heat exchanger were clogged, cracked and chewed up from poor water maintenance [redacted] WILL NOT warranty a heat exchanger in this condition I informed the front office at Northwood apts that the heat exchanger will not be covered but Blue Haven will try anyways I submitted pictures to [redacted] and by the following day I was informed by [redacted] that the heat exchanger will NOT be covered under warranty I informed the front office at Northwood apts I told them what the price would be (which was nearly at our cost) to fix heater The front office said to order the part Blue Haven ordered the part (special order) and when the part came in Northwood apts was contacted the following morning The final price was discussed by the front office and Blue Haven was told that they would receive payment the same day by either check or credit card They were informed there was a 3% charge on credit card orders over $ Blue Haven arrives with parts on hand Now the front office thinks the heat exhanger for an ASME heater is too expensive Blue Haven spends an hour and a half going over costs for every heater out there until its determined (through Amazon) that the price given by Blue Haven is nearly at cost Northwood apts decides that the price is too high and if I could, hang on to the parts until they talk with their boss again Blue Haven leaves and heads back to San Antonio Two hours later, after departure, Northwood apts decides that they do want the parts replaced Blue Haven immediately turns around and heads back to New Braunfels There was heavy traffic so Blue Haven arrives back the same day at around pm After the heat exchanger was removed from the heater more parts were chewed up and the insulated crate was full of water The other parts besides the heat exchanger that needed to be replaced were replaced for free Those parts were the Ignitor and Flame Sensor That's $in parts also they were charged only $for install and $for service call Blue Haven charges $an hour and the heat exchanger install was finished around 6:30pm Blue Haven gave more tips on maintaining water quality Blue Haven did not receive payment that day as they were told It was received in the mail to days after installA month later Blue Haven receives a call about a flow switch which has nothing to do with the heater They were informed that it would not be covered under warranty and a free assessment cannot be done Blue Haven has gone over and beyond trying to keep Northwood apts happy but Blue Haven cannot fix anything else for free Warranties are not determined by Blue Haven They are determined by the manufacture that makes the part Again, Blue Haven strives to keep all customers happy but we will not be forced to fix parts at our cost from being bullied by multiple bad reviews from this one company

It was a pleasure working with Anthony C [redacted] of Blue Haven Pools on a complex pool project that included extensive back cutting into grade, walls and a custom pool built into the hillsideFrom the point of pool excavation and the extensive back cut into the hillside by his excavator the process went smoothly and on schedule with steel, gunite, electric, plumbing, gas, tile, coping and bonding loop installed in a very professional and timely mannerStandard of work was excellent, customer service evident and the homeowner was swimming on time and as promisedWe look forward to doing our next project with this custom pool builder and would highly recommend them to anyone

Revdex.com has requested address of Blue Heaven Pools: Black Mountain Rd#M, San Diego, Ca Managers: [redacted] Phone ( [redacted] and [redacted] Phone [redacted] and [redacted] ( subcontractor) [redacted] I have called times in the past months to get my pool repaired

To Whom This may concernWe had ***, one of our superintendents actually call and visit the homeThere were cars in the driveway.*** knocked on the door and tried to establish contact with the clientNo one would answer the door or answer the phone.During the build
there were rain days, also we did fix all the sprinklers that we had to run over to complete the digAccording to the contract that they signed, Blue Haven is not responsible for damages to their sprinkler systemHowever Blue Haven did fix all sprinklers that were affected by the construction.Please let us know what outstanding issues are leftRegards,*** ***

Tell usResponse from the owner - in the last weekWe are sorry to hear that you did not have a good experience with this particular Blue Haven designerWhile we understand that you will not be using Blue Haven to build your pool, we would still be happy to speak with youIf you like, we can
answer technical questions you may have regarding construction and the issues that were discussed, and you can provide detailed feedback about your experience with our designer so that we can use this information to improve how he addresses similar issues in the futureFeel free to call or email when convenient*** *** *** *** *** *** *** ***

We (BH Mid Atlantic, Inc.) met with Mrs *** on Friday 5/6/and did a thorough inspection of the pool and equipmentThis pool was constructed by Blue Haven Construction CoIncin 2007, prior to us purchasing the franchiseWe are still honoring legitimate warranty claims from Blue Haven Construction, IncThe pool was plastered on 6/14/We could find no obvious reason for the pool to be leaking as the customer claimsWe did find, however, antifreeze and water mixed in the skimmer and the skimmer was not plugged as it should be for proper winterizationMrs *** stated to Joe H***, our service technician, and myself that as of two years ago they started closing the pool themselves and not using a qualified pool service company for winterizing there poolMrs *** said that they just pulled there cover off yesterday 5/5/and that they have not opened there pool yet so a plug should have been visible in the skimmer portThere was no plug in the port which means the line was not air locked as it should have beenWith no plug in the port it's obvious to us that the line may have frozen due to the skimmer line not being properly winterized and air lockedThis may have happened two years ago when they first started closing there pool.I've attached a copy of there contract which clearly states under "Limitations and Exclusions" that winterization is not covered under warranty and also under #Freeze Damage.It is our belief that if in fact the pool is leaking it is due to the customer neglecting to winterize the pool properly

We were very happy with our pool from Blue Haven PoolsWould highly recommend them to anyoneDom was great!

Complaint:
***
I am rejecting this response because: at a minimum, they should have come out and determined whether or not the matter can wait until FridayWhen a customer calls to complain of a leak it is an urgent matter I explained that it was down at least inches inches is significant and cannot be attributed to the sun and evaporationIn addition, this is something that they have already attempted to repair so they should be more concerned about whether or not it is was done properly We are in a drought and is not OK to deal with water leaks in this manner The operations manager was extremely rude and hung up before I was finished talking I will see them on Friday if this is how they deal with complaints of their pools leaking (days)
Regards,
*** ***