Blue Haven Pools & Spas

Complaint: ***
I am rejecting this response because:This is the second complaint for the same issue, refer to complaint ID ***Blue Haven Pools has failed to repair the leak in the poolThey sent someone out to repair it but, it is still seepingWe have spent another month trying to get this repair scheduled and completedThe first request for this repair was made on thus; it has been months without resolution.Complete repair
Regards,
*** ** *** ***

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 shell.I 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 ***, and find that this resolution is satisfactory to our company. Blue Haven came out and called after the complaint was filed and fixed the heater for the hot tub. In addition they gave us a discount for any troubles. After being in sales for most of my adult life, if I could give one tip to Blue Haven; that would be to always contact the customer in a timely fashion and use their resources (service department) before assuming a way to collect more money (by adding more cost to the customer) without knowing what the cause of the problem is. In our case, it was a warranty issue. I had to ask for our rep to send a professional to check the heater before "adding" a new gas line to support the heater (costing us more money), he found that it was not the gas line at all....Kudos to the Service Department!
Regards,
*** ***

Blue Haven apologies for any inconveniences that the faulty heater may have causedAfter the heater was installed a fault code appeared on the heaters display boardThe code “LO” appeared on the display board indicating a “low flow fault”Prior to inspecting the heater, Blue Haven suspected the
existing gas line may have inadequate capacityAfter inspection from Blue Haven’s service tech it was determined that the gas line was not the cause of the faultBlue Haven determined that the water pressure switch was at faultBlue Haven informed maintenance personal that the parts needed to be ordered through the manufacturer of the heaterThe parts were ordered the same day as the heater inspectionThe parts for this heater are not stocked due this being a special order item.All service to the heater will be covered under the heater’s warranty and will repaired as soon the parts arrive from the manufacturerOnce again we apologies for any inconveniences this may have caused customer. Connect with us:

Once again we apologizes for any inconvenience this has caused. We have repaired the heater under warranty terms. In addition we have applied a credit to the customers account

Quality workmanship, respectful knowledgeable employees and guidance that comes with experience- that's what you'll get with Blue Haven PoolsExcellent experience working with this teamWe are beyond pleased with how our project turned out

Our Superintendent did try and meet with them on 5/13/By calling them and visiting their home*** did receive a returned call on 5/14/from Mr***Mr*** explained to *** about the conditions of the deckWe are scheduling the deck crew to return as soon as the weather clears

A check in the amount of $was mailed on 10/28/I contacted Mr*** on 10/28/notifying of thisAs well as letting him know as soon as the freeze protection comes in I WILL notify him as to when we will install
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Per my discussion with Mr *** ***, he stated that he would repair my poolThis is the time that this issued has come up in the same area of the poolAccording to the warranty repaired will be made to the foundation of the pool, and if the rebar is not the foundation of the pool then I do not know what isMr*** has not told the truth about the repairs on my poolI wanted the repair made, then I will have the pool replastered at my convince not Blue Haven or Mr ***If I do not get this fully workmanship repaired I will go to the news media and then will seek legal recourse against Blue Haven Pool and Mr*** and his affiliatesAlso Mr*** threatened me that he would change the warranty on the original contract, which I do not believe he has authority to do so, I take threats very seriously
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowPer my discussion with Mr *** ***, he stated that he would repair my poolThis is the time that this issued has come up in the same area of the poolAccording to the warranty repaired will be made to the foundation of the pool, and if the rebar is not the foundation of the pool then I do not know what isMr*** has not told the truth about the repairs on my poolI wanted the repair made, then I will have the pool replastered at my convince not Blue Haven or Mr ***If I do not get this fully workmanship repaired I will go to the news media and then will seek legal recourse against Blue Haven Pool and Mr*** and his affiliatesAlso Mr*** threatened me that he would change the warranty on the original contract, which I do not believe he has authority to do so, I take threats very seriously
Regards,
*** ***

It will be resolved this week

Blue Haven has submitted a warranty claim to the plaster contractorWe will insure the plaster contractor will inspect the plaster and if there are abnormalities outside the normal parameters of the plaster we will have them repaired. Pool plaster is a hand troweled product and
it is impossible to achieve perfect uniformity in the product, Which is stated multiple times in our contract agreement with the customerRegardless we will do our best to satisfy this customer within reasonable terms

BH Mid Atlantic Incdid not build Ms*** swimming poolIt was built by the previous company, Blue Haven Construction CoHowever, we are going to look into this matter and see if it deems repair and adherence to the original warrantyWe believe this is "freeze damage" and therefore, is
not under warranty. Ms*** contract clearly states"freeze damage is the responsibility of the customer."

Complaint: ***
I am rejecting this response because:I will not accept any response until everything is percent complete
Regards,
*** ***

Issues per customer have been resolved and customer has made final payment. Project is now closed.

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 me.
Regards,
[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 question.Mr. [redacted] from [redacted] Pool Plastering reported that Mr. [redacted] pool is in dire need of re-plastering.In Mr. [redacted]'s complaint he failed to mention that his pool is 20 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 pool.If there is any additional information need, please email.

We spoke with [redacted] yesterday and informed her, that due to the scheduling in the service dept. The earliest that we could be there was this coming Friday.My operations manager explained to [redacted] that she needed to keep water in the pool until service arrive.

We have contacted our sub-contractor who handles our plaster and all issues regarding plaster. They have stated to me via phone call that they have scheduled the work on 4/2/2015. Regards,[redacted]Pools and Spas by Blue Haven [redacted]...

[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 5 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 $500.  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 3 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 $200 in parts also they were charged only $95 for install and $95 for service call.  Blue Haven charges $95 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 5 to 7 days after install. A 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.