ComplaintsforBH Charlotte, LLC

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  blue haven never completely repaired the damage to my house and never closed the permit for my pool. ive incurred several thousand in repairs.

  

  Business response

  07/01/2024

  We are currently working with the customer at both the local evel and the executive level to resolve any oustanding issues/ We have been to the site twice incuding today (7/1/2024) working out the final details and timelines.

• Initial Complaint

  05/21/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Blue Haven pools started digging the pool at our house by July of 2023. They put an inaccurate measurement of decking regarding our pool deck on our contract. There was only one slight addendum to the contract that the pool was pivoted slightly. We signed an addendum and paid an extra 2+k for this addendum. No other changes were made or agreed to by either party. We got to the decking part of the pool and the decking measurement in the contract was around 30% off. They wanted to change us another 10k for a pool that already costs more that 181k and was per the contract an all inclusive price. After much back and forth we settled on paying some additional money for the pool deck. Now 45 days later the pool is still not working correctly. There is a leak coming from the bottom of the pool. Our spa spill over and pool edge can not run at the same time or the pump cavitates and has to be turned off. Little did we know that Blue Haven of Charlotte had not completed a pool with these two features before. Apparently there is some question if there is a complete design flaw. We have asked for the engineering/plumbing documents from Blue Haven, because they were not provided. I wouldnt wish this pool company on my worst enemy.

  

  Business response

  05/21/2024

  The Blue Haven team has gone above and beyond for this customer but to no avail. There has been a significant movement of the pool by the CUSTOMER. The move created a need for more decking since it was farther from the house. This wasn't a missed measurement but a function of space and math. In the end, Blue Haven gave the customer the additional decking at no charge after a discussion with the customer. Further, the customer has created misleading videos portraying a leak that does not exist. In order to verify the situation, we visited the house on 5/21 and took videos on a non-rainy day. The assertion that we have not sold a pool with the two features they describe is irresponsible and inaccurate. Each year, we build thousands of pools, some as complicated as those in water parks. There are many adjustments that need to be made to a pool after it runs for the first time, and cavitation can be minimized if needed. In order to try to obtain concessions, the customer delayed the construction, so they could not pay the remaining amount owed. The 7K concession from Blue Havens shows that we have tried to work with the customer. Since the pool has been completed for weeks, only final adjustments are required, which were clearly outlined in the contract. For the protection of our interests, we have turned this claim over to our legal department.

   

  Customer response

  06/10/2024

   
  I am rejecting this response because:

  The pool was never moved farther from our house. Im not sure who gave **** with Blue Haven this incorrect information, but our pool was only moved once and it was a slight rotation. At that time we were required to sign an addendum and pay an extra $2,400.00. We never asked for any additional changes or signed any additional addendums.

   The next part is very incorrect. Blue Haven did not give us the extra decking after a discussion. We had a discussion (I have email copies. We had to get an attorney and fight them and still ended up paying an additional amount. Here is an exact quote from their email. Option one is to add 357 sqft to our scope of work. This will cover the entire patio area youre wanting and be turn key from Blue Haven. The cost associated with this is $9,103.5. 

   

  We most certainly did not create a misleading or a fake video of our pool leaking. An employee from Blue Haven is actually in the video. Its great that they came to our house on 5/21 and recorded no leak, as the pool leaks when both the waterfall features are turned on.

   

  I was told by multiple employees that the Charlotte Blue Haven office does not have experience with complex pools and had to call their ***************** to discuss the issues with our pool.

   

  The only time we delayed construction was when Blue Haven expected us to prepay a $9,103.05 extra cost in decking and we refused. We spent months back and forth with an attorney to get them to absorb some of the costs for their error. Our PM who is no longer with the company reported that the deficit in decking was due to a structure that ***** had on the pool deck drawing.

   

  Our features will not run without the pool leaking. We have exposed pipes in front of the pool they promised to regrade. They have materials sitting in our yard they promised to pick up and never did. Blue Haven owes us a credit that they have not paid (I also have this in an email). They did not give us a auto pool cleaner as promised. Blue Haven refuses to fix these issues and just turns this over to their legal department, which their attorney wont even call our attorney back. 

   

  
  

  

  Business response

  06/12/2024

  This seems to be going in circles and a play on words.  This is the exact reason this is a complaint in the first place is because of the semantics and wordplay. 
  1) You said the pool was "rotated" slightly. Rotated and moved are synonomous but you have admitted you moved the pool. Whether it was in your words slightly or more significantly, it still created 357 more square feet of decking to reach the house. There was no miscalculation on our end and the only change was when you roatated the pool. 
  2) After you refused to pay for additional decking, which you created by rotating the pool.. Your contract specifically states that the price agreed upon included 650 square feet of decking per your original plan. Your assertion that your pool was a turn-key price doesn't hold water in any industry, especially the construction industry. Changes cost money. To resolve this, we provided you with an additional 357 square feet of decking and the labor to install it at our expense. Your attorney and us have also agreed on this. 
  3) No one told you from Blue Haven that we haven't built  a complex pool such as yours, and in fact, your pool is not that complex.  This again is an untruth and just fodder to "build your case".
  4) There are no isues with your pool running or any leak. Your "leak" as you like to call it was because you refused to listen to anyone on how to use the pool properly and you overflowed the pool. You have continued to complain to get some more money out of Blue Haven. This will not happen. 
  Our attorney has no reason to call you back as the agreement was met in full. As of this moment we owe you a credit of $3,255.89 and you owe Blue Haven $1000. Once the pool is signed off on we will complete that transaction per the agreement with your attorney.
  
  
  

  
  

  Customer response

  06/13/2024

  You certainly did not cover the cost of material or labor. We paid an additional $6,500.00 (and our attorneys fees on top of that) because you refused to work on our pool until we paid the extra money. Your statement that you provided the additional decking and labor is completely false and I can post the agreement to prove it. I have never encountered such a deceptive company with such deceptive business practices.
   You saying that we caused a leak because we wouldnt listen on how to work the pool is laughable. The first time the pool overflowed a third of its water into our front yard it was done by ******, a Blue Haven Employee in which we texted and called letting him know that whatever he had done to the pool, it was dumping water in the front yard (Ill be glad to post these texts). The second time was from Blue Haven employee, *****. He can actually be seen and heard in the video with the active leak, so obviously its not something that we were doing (Ill be glad to post this video as well). The claim that the video is fake shows just how cowardly and low Blue Haven management is willing to go when a pool they built isnt functioning properly nor complete all while being in receipt of all of the money on the contract.
   Currently our water features can not run at the same time as water will leak out the front of the pool. There is also a lack of water to be able to run the edge and spillover features at the same time. Our catch basins drain was purposely plugged by Blue Haven and now with any significant rain the design is for the water to run out from under the front of the pool. 
  There is exposed rebar and pipes in front of the pool that we were told would be fixed. Its June 12th and Blue Haven has not been to our house since May 23th. We were never given an orientation on how to use our pool because ***** with Blue Haven reported there were too many problems with the pool that needed to be fixed, to do the orientation. 
  

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Have paid in full for the pool project (in excess of 120k) and still have not been able to schedule final inspection. There are two outstanding problems. 1) Blue Haven pools installed a defective pool heater. Upon identification by us of the problem, they dispatched Aqua Shop to repair the problem. After multiple visits and attempts, Aqua Shop could not repair and escalated the problem to the manufacturer in March. For weeks, I have reached out to both Aqua Shop and ********************* (our project manager with Blue Haven) and have either been told I would hear back or have completely been ignored. 2) Blue Haven pools insisted on removing part of our backyard fence during initial excavation (June 2023) because it was easier than the access we provided/suggested. Upon completion of the pool in January 2024 after many hiccups and incorrect mistakes on the Blue Haven side, we were told a contractor would come out to reinstall the fence. Multiple times we have been told to expect someone out to the house, but nobody ever shows up. Numerous attempts for updates with ********************* result in either I will get back to you or no response at all. I have subsequently escalated to ************************* who initially responded (attached email) that he would ensure contractor came out to fix fence so we could pass inspection. Again it never happened and **** has stopped responding as well. Finally, told *************************** (Matts boss) would reach out to me 2 weeks ago and have never heard from him. I emailed him last week (with CC to ** and ****) with an attempt to rectify these issues before submitting this BBB claim, but never heard back from any of them. We are almost a full year out from breaking ground on this project and still cannot enjoy the pool we paid so much for!

  

  Business response

  05/01/2024

   The dates claimed by ******* are correct but the reasoning is not. The two items of mention are the heater challenges and the fence removal. 

  The heater issue was first discovered 1/2/24 when the homeowner received their pool school/ Orientation. The initial startup of the pool was completed on 12/12/23 and due to the nature of cement based products, it began its curing period. All concrete pools forego this to ensure the surfaces are hardened to spec and no warranties are voided. While chemistry is an extremely important aspect during this time the mitigation of excessive water temps is most important. If a new surface is subject to temps 90+ degrees the risk of delaminating is multiplied. As an experienced builder we do not allow homeowners control of any equipment until the surface is cured. On 1/2 the surface was deemed to be cured, the reigns/ control of the pool were presented to the homeowner, and is when the heater issue first appeared. Over the next 3 months, 8 service calls were completed to replace parts per the manufacturer (Hayward) by 2 separate vendors. The first vendor being the gas installer, and the second being a service company, which is a registered Hayward warranty center. After the last visit (4/9) ******* has agreed to a whole good replacement. The proper steps and troubleshooting have been made and a new unit is in route. This new unit is due to be delivered to the office on Friday 4/26 and be installed 4/29-5/10 dependng on punctuality of the delivery. We were at the manufacturers mercy on this issue. 

  We first discussed the fence issue on 6/16/23. During this time, the homeowners were introduced to their Project Manager ***** and the pool's initial layout was established. All construction details will be discussed during this meeting, including elevation, equipment location, dirt haul/leave, utility runs, and access. All items were discussed and acknowledged by a homeowner's signature. Due to the previously discussed route, which was down a driveway, through a service gate, and over a septic system, the access route was changed during this pre-construction meeting so as not to damage the driveway or septic system.  To avoid cracking the concrete driveway and crushing the septic system, the route was changed to a location where only a section of the fence would need to be removed. The homeowner is responsible for complying with city/county safety codes regarding fencing, gates, latches, etc., and is written in the contract. Since we are a pool builder and not a landscaper or fence installer, we do not include it in our scope of work. 

  In closing, once the fence is reinstalled by the customer or their sub the manufacturer delivers the new heater and we can install it, their final inspection can be scheduled by the homeowner. 

   

  Customer response

  05/02/2024

   
  I am rejecting this response because:
  
  Thank you for taking the time to respond. For the record, your message was the first we have heard from anyone regarding any update with the heater, despite multiple attempts to reach both the project manager and Aqua Shop directly. If 9 service visits have been made, that has been without any update or notice to us (we are only aware of 3 visits made while we were home). Although 4 months to resolve this issue seems a lot, we will accept the replacement of the unit and await it being installed. 
  As far as the fence, we offered alternate access (across the open field and through a double gate), but were told they didnt want to tear up the grass despite us saying we didnt mind. Against my better judgement, I agreed to let them relive part of the fence to have more direct access only with the understanding that they would replace it upon completion so as to avoid delaying final inspection. Although I did not have it in the contract, I believe the verbal agreement was sufficient. Additionally, we have a written agreement by **** to repair the fence as an exception due to the multiple issues that arose and delayed the pool building process at Blue Havens fault. ** did try to have the fence fixed multiple times, but the contractor never showed up. To backtrack on both a verbal and written agreement at this late time is shady and unprofessional on Blue Havens part. 
  We have been beyond patient and courteous despite the numerous delays and missteps along the way. All we want is for Blue Haven to hold up their end of what they agreed to.
  

  

  Business response

  05/07/2024

  We have records of all visits with pictures and actions taken. 
  In addition, we never install fences and have installed 1,000's of pools. This is WRITTEN IN THE CONTRACT to be clear about what is and isnt included. Only professional fence installers should install the fencing. 
  Contractually, I believe we are compliant and the heater is being replaced after extensive efforts by Blue Haven and the manufacturer to diagnose what ended up being a bad unit from the factory. 

  Customer response

  05/09/2024

   
  I am rejecting this response because:
  Although you might be compliant with the original contract, I believe that under NC statutes a court would find our email exchange legally binding. Not to mention that good customer service would uphold an agreement made with us by multiple employees at various levels of your company. Time and time again we have overlooked mistakes and been patient and courteous when incorrect actions were taken that have resulted in the construction process being delayed to over 6 months. It is unbelievable that after everything that went wrong with our build and at this stage, Blue Haven would continue to exhibit such poor service to the customer. 

  Customer response

  05/29/2024

   
  I am rejecting this response because:

  reopen the claim against Blue Haven Charlotte. Despite claims they would have the heater replaced by 5/10/24, as of today (5/28/2024) the heater has still not been replaced. On Thursday 6/23/24 I received a text message from ************* Services stating that they had completed the work and replaced the heater. Upon reviewing camera footage at our home, we did notice two men walking around our yard, however, no heater was brought it not replaced, the old heater remains on site. When I call the number listed in the text, it is not a correct number and the call cannot be completed. I am unsure if Blue Haven outsourced this work or sent ******** out to our property as nothing was told to us ahead of this visit.  I have reached out to our Blue Haven project manager for any info about this situation, but have not heard back at all. 

  See Attachments. 

  
  

  

  Business response

  06/03/2024

  The Heater was installed and fired up on Friday 5/31/2024. Customer was present during this install.

  The fence is schedule to be repaired by Vision Fencing the week of 6/3/2024. 

  The additional plumbing warranty is in effect as promised.

   

   

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We completed a pool build in April of this year (2023) with Blue Haven. We have been having repeated issues with the warranty and customer service since completing the build. We first addressed concerns with the pool on 9/5 as the equipment was not consistently performing. We followed up without a resolution on 9/12, 9/20, 9/25, 9/27, 9/28, 9/29, 9/30, and 10/2. On 10/4 a tech came and addressed the equipment. With it "working" properly we noticed our water bill had substantially increased while this problem was going out. On 10/9 I inquired about leak. I was told a 48 hour "bucket test" would be performed the week of 10/10. After 4 days the bucket still remained on the patio and the pool had dropped below the level of the skimmer and required to be filled. On 11/9 we followed up on leak, sent pictures of measurements of water level over a week. We followed up on 11/17, 11/20, 11/22. A leak specialist finally came on 11/27 and found the location of the week. We submitted water bills for the months that the leak was ongoing and were told we would be reimbursed. The leak was supposedly repaired on 11/30 but on 12/5 I let Blue Haven know the level of water was still rapidly decreasing. We had a second repair on 12/6 and followed up on reimbursement. I followed up again on 12/14 and 12/19 and was told I would receive a "phone call right back" with the status of our warranty issues. I never received any response. In addition to the over $1,000 of water bill increases we have landscaping that died of extended salt water exposure and are having to have our trees treated by an arborist to hopefully be able to save them. Furthermore, the heater for the pool was not installed to code and the project has not been able to pass county inspections leaving us with an open permit on our property.

  

  Business response

  01/23/2024

  I immediately reached out to *************** requesting a call. She responded to me that she was available any time between 4:15 and 5:00. I called her at 4:15 and we talked through the challenges she had in inspections, equipment, leak, and water reimbursement.

   

  By the date of this call the leak had been fixed along with challenges regarding the equipment. While we were on the phone we reviewed her water bills and agreed to a credit of $628.85. This check was mailed 1/10 and the check number is ****. We also discussed her two outstanding inspections on this call. The first being the mechanical (gas line to heater). The defects labeled by the inspector have been corrected at this time and is ready for re-inspection. The other outstanding inspection is the building. The defects listed from the inspector are regarding the fencing that she has. Fencing is not a part of Blue Havens scope and a responsibility of the homeowner. ************** acknowledged in our phone call that she was aware of that and that her husband would be getting this corrected. I have not been contacted by her about this being completed and ready for re-inspection. 

   

  Since my call with her she has removed the review on ******* I feel that all issues have been addressed and that we are now in a good place with them.

   

  Please call me or respond to this thread if anything further is needed from Blue Haven regarding this. 

   

  Thanks

   

  ***************************

  Customer response

  01/23/2024

   
  Better Business Bureau:
  
  I have finally received a reimbursement for the water loss due to the leak. To my knowledge Blue Haven has not made any adjustments to the heater that failed the inspection since the last inspection or I have not been notified that any adjustments have been made. I do feel that attention is now being taken to this matter at last and that it should hopefully be able to pass inspection soon. 
  
  Thank you. 
  

• Initial Complaint

  05/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Pool construction has been underway for more than 230 days. According to the contract, the pool would be completed within 75 days, with additional days allowed for weather conditions. Since Jan 22, we have been awaiting our pool lights to be installed and quality completion of stone and decking. Each time we contact the business, we are told that the punch items will be completed the next week, only to now be in May and not have them done. I have escalated my concerns repeatedly to the company and engaged in communication on the problem areas with 2 project managers **************** , the design consultant (*****), the Operations Manager ******* and the General Manager (*******). We are no further along at this point in time and despite 3 emails to the ** to advise of the problems, I have not heard back with a resolution. My lights are not installed, the stone on my spa has many quality issues, I do not have my pool cleaning equipment, inspectors are not scheduled, and the company will not provide any instruction on how to use the pool equipment because I have not made the final $1000 payment. I have however made $84,000 in payments for work that is either not complete or is of less than acceptable quality. Blue Haven proceeded with plastering of the pool and filling of the pool with water despite these other critical items not being complete. Now we are left with a filled pool, holes where lights should go, and no equipment to clean it. We are seeking help to have the job finished and with quality.

  

  Business response

  05/04/2022

  Our punch out representative has been in contact with the owner. We have a plan in place to get everything resolved. The owner is aware of the plan. 

  Customer response

  05/04/2022

   
  Complaint: 17129404
  
  I am rejecting this response because while I have been in contact with our Project Manager ******, I do not have a schedule on when the pool will be finished. Since Jan 11, I have been advised that the lights will be installed next week over and over again. I have text message exchanges that show for 13 weeks, I had responses from the Project Manager ***** that the lights will be done, he will personally install them next week, then the following, etc. At this time, a generalized next week reply is no longer acceptable. I was also advised last week and again this week that the lights will be installed and its Wedn evening at 7pm and they are not installed. I am seeking a schedule that outlines when the final items will be completed and adherence to it. I have paid an enormous amount of money, have waited nearly 250 days and need my pool finished so we can proceed to inspections. 
  
  Sincerely,
  
  *****************************

  

  Business response

  05/12/2022

  Lights have been completed. These lights because of the length of the cord needed were on a severe backorder from the manufacture. 

  Coming up with solution on stone work. Calling homeowner this morning. 

• Initial Complaint

  03/16/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Blue Haven Pools of Charlotte build our pool in August 2020. The cost was $65,000+. They did a great job. Unfortunately, in trying to get them to address a leak issue its like Im dealing with a totally different company. I contacted them in early December when we detected a leak from our water sheer. They said this time of year they get a lot of customers calling and thinking that their pool is leaking, but it's the change in temperature that causes evaporation to increase. They asked me to perform a bucket test to show the water loss compared to the bucket. I did that and confirmed that it was a leak. They said the results were normal. After paying a separate company who specializes in pool leak detection, confirming that we do have a leak, and sending them photo evidence, Blue Haven said that their project manager would come out to take a look. After contacting them several times, in early February they assured me that someone would be out the following week (they were behind schedule due to weather). Two weeks later I called again as still no one has come out or even reached out; they said the ** would be out the end of the week (dealing with a lot of weather). Last week I called the ** directly; he said he would be out towards the end of the week and would call in advance; never heard back (he was way behind due to the weather). Called him again this week; he texted me back and assured me he would be out today (Saturday); never showed; never contacted me.After over three months of trying to get them to even come out to check on the situation, the only service Ive gotten is lip service.

  

  Business response

  03/17/2022

  Our management staff has reached out and spoke to the homeowner. We have a staff member in route to see what is going on. We have advised the homeowner that there issues will be resolved in a timely manner. 

  Customer response

  03/22/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************

*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. ↩