Blue Haven Pools & Spas

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]

Complaint: [redacted]
I am rejecting this response because:There is no date listed of when they 'tried' to establish contact, or why they were even here whenever day that was it is not clear the premise of the statement. Regardless of what the contract says about not fixing sprinkler system components the issue was disregard for the placement of the equipment as it was clearly marked with flags, and disregard for personal property. That being said the Site manager did call us yesterday and ask us if there were anymore issues after about 3 weeks since the last interaction. We did tell him that the deck surface has cracks in it and he did say that someone would come out to look at it so we will see how long that takes for that someone to arrive. In any event the major work etc is completed and while I appreciate the response from the company it seems that the finger is pointed back at the customer which is not what we expected at the time we had our initial meeting with the Sales representative.
Regards,
[redacted] And [redacted]

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]

As per our conversation please note the following. Our plaster contractor resolved the leaking in the wall on 5/28/2015. We have also taken care of other issues that they had. Please call me or email Tyler or myself if there is a need.   Respectfully,     [redacted] Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: 11421370
I am rejecting this response because: They are assuming freeze damage without even looking. The problem started at the end of the season not the beginning. They are suppose to come out 5/6 to look at the problem. Now, I do not believe it is in the pipes, but in the skimmer or along the tile in the pool. Hopefully this will get resolved 5/6. They may not have built but they assumed the contracts and if you [redacted] Blue Haven they are under that name.
Regards,
[redacted]

We (BH Mid Atlantic, Inc.) met with Mrs [redacted] on Friday 5/6/2016 and did a thorough inspection of the pool and equipment. This pool was constructed by Blue Haven Construction Co. Inc. in 2007, prior to us purchasing the franchise. We are still honoring legitimate warranty claims from Blue Haven Construction, Inc. The pool was plastered on 6/14/2007. We could find no obvious reason for the pool to be leaking as the customer claims. We did find, however, antifreeze and water mixed in the skimmer and the skimmer was not plugged as it should be for proper winterization. Mrs [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 pool. Mrs [redacted] said that they just pulled there cover off yesterday 5/5/2016 and that they have not opened there pool yet so a plug should have been visible in the skimmer port. There was no plug in the port which means the line was not air locked as it should have been. With 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 locked. This 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 #15 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.

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 120 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.

I spoke with Mrs. [redacted] on Friday the 24th of October, stating the following. That I have ordered the freeze protection. And as soon as it arrived that I would install it. And that all...

monies agreed upon would be reimburse. My apologies for all in convinces.
Respectfully,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I want this issue resolved early next week. 
Regards,
[redacted]

Good Morning [redacted]   As per our conversation, the client called this morning asking for our service dept. on 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 issue. We will be sending our people to repair the gunite.   Respectfully, [redacted] Manager

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 Revdex.com 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]

Revdex.com has requested address of Blue Heaven Pools: 9580 Black Mountain Rd. #M, San Diego, Ca 92126. Managers: [redacted] Phone ([redacted] and [redacted] Phone [redacted] and [redacted]( subcontractor) [redacted]. I have called 44 times in the past 8 months to get my pool...

repaired.

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.

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 hillside. From 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 manner. Standard of work was excellent, customer service evident and the homeowner was swimming on time and as promised. We look forward to doing our next project with this custom pool builder and would highly recommend them to anyone.

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. Both of us were not home despite the fact that there were 2 cars in the driveway.....We are a family of 4 vehicles. We 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]

Pools by Blue Haven will be sending either service or a tech to secure the missing screw

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.  However, this complaint is not closed until the repair is actually completed. 
Regards,
[redacted]

I have created an opening with my service dept. and operations manager to have a tech there tomorrow.

Complaint: [redacted]
I am rejecting this response because: I have heard this song and dance several ( at least 3 times ) over the last 60 days. Until I see evidence I will not close case.
Regards,
[redacted]