• Report: #176411

Complaint Review: Blue Haven Pools - Rod Thomson

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  • Submitted: Wed, February 15, 2006
  • Updated: Sun, January 29, 2012

  • Reported By:Fontaa California
Blue Haven Pools - Rod Thomson
2318 S. Vineyard Avenue Ontario, California U.S.A.

Blue Haven Pools - Rod Thomson HUGE RIPOFF! DO NOT USE THIS COMPANY! Ontario California

*Consumer Comment: Rod Thompson and Blue Haven Ontario are NOT HONEST PEOPLE!

*Author of original report: My Final Response

*Consumer Comment: Rod Thompson

*Consumer Comment: Response to Rod

*Consumer Comment: Response to Rod

*Consumer Comment: Response to Rod

*Consumer Comment: Response to Rod

*UPDATE Employee: Rod Thompson's Response

*Author of original report: VICTORY!

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Salesman Rod Thomson entered our home on July 30, 2005 to sell us a pool. We ordered a game pool (3 feet to 5 feet to 4 feet). He went over certain items on the contract and also the drawing of where the pool was going to be placed, along with the depths.

There was a question about excavation. Rod told us if we could get approval from the city to go through our back wall, the price would be significantly lower (approximately $4,700 - $5,000) as opposed to going through the side of the house.

The reason for this was the equipment rental and labor costs involved in excavating through a smaller space. We said we would definitely try to get that approval. (We were in fact able to secure permission from the City of Fontana to go through the back wall).

However, we were told by Rod that Blue Haven is so good with their customers that they make it a rule NEVER to come back and ask for more money, unless they find a car during excavation so he was going to put the higher cost on the contract the cost it would be if we didn't get city approval to go through the back wall that way if we didn't get the approval, Blue Haven wouldn't have to come back and ask us for more money.

So, the contract was based on the excavation going through the side fence (noted as fencing in the contract). Traci signed the contract and the drawing. Because we were able to get city approval to excavate through the back wall, we relied on the payment structure that was given to us (and signed by Traci) the day of excavation, as we assumed that was the final amount we owed.

It is not the homeowner's responsibility to double check Blue Haven's work. And, if mistakes are made it is definitely not the homeowner's responsibility to suffer the consequences and pay for the damages.


Blue Haven Complaint Letter
2-2-2-2

THE ENSUING ERRORS
Numerous errors have occurred since excavation all the fault of Blue Haven or their contractors yet they have attempted to bully, charge, and blame us for their mistakes. We have been forced to accept a pool we are not happy with, and we are now being told that due to yet another mistake by Rod we owe Blue Haven an additional $5,980.95, and they refuse to complete our pool until we pay the amount in dispute. Below is a list of Blue Haven errors that have caused us undue stress, anxiety and severe disappointment:

We ordered a game pool. Blue Haven dug a regular 3' 6' pool because Rod wrote up the order BOTH as a game pool and a regular pool. Neither the construction office nor the sales office identified this huge discrepancy and ended up digging the wrong pool.

When we confronted Blue Haven with this mistake we were told that it was our fault because we signed the contract, and that they were not going to do anything to try and rectify the problem they had caused us. They told us they didn't care if we sued them because they had an entire floor of lawyers.

After three weeks of calling various Blue Haven employees and pursing our right to the pool we ordered, we finally found Sergio, who said he could fix the problem. So, more steel was added, the plumbing was relocated and more gunnite was poured. However, the depths still are not correct and we have expressed our dissatisfaction.

Rod never told us that when the trenches were dug that Blue Haven would not pay to have our entire side concrete removed which would result in a different color concrete stripe going down our side yard once decking was complete. We were not given the advance notice that we would have to request this during trenching even at our cost. Had we known, we would have saved the money to have the entire concrete removed and replaced, to eliminate the ugly stripe.

Rod told us that the indoor spa control HAD to be at the far end of our family room, otherwise our concrete patio would have to be cut into for the cable. The night before the electrician came to install the control Wayne told him we ideally wanted the control in the kitchen next to the sliding glass door. The electrician said no problem.

When the electrician showed up he asked Traci where she wanted the control (never disclosed the fact that he was given an order where to put it). Traci explained what Rod had told them, and said that she would like the control as close to the slider as possible without having to cut the concrete. The electrician said he could put it on the other side of the window in the family room, which he did.

After installation, Traci went outside to find that the cable never went into the concrete it was installed along the house there was never an issue of the concrete having to be cut. So, we had to have the electrician move the control, thus leaving an ugly hole in our wall that we now have to fix.


Blue Haven Complaint Letter
3-3-3-3

The decking crew left two spots undone. It took three weeks to get them back to fix it.

It took two weeks to get the clean up crew out to clean the yard, and the job they did was nominal at best. In fact, they left a large amount of dark black tire marks all over our driveway which needs to be cleaned by Blue Haven.

We were promised that our pool would be completed by January 17. It is now February 11.

Communication with Blue Haven has been very difficult at all times. Customer service is almost non-existent. We have done so much to keep the process flowing, we feel we should be getting paid a salary.

And the biggest error of all. Just as we thought we were ending the long and painful journey to the completion of our pool, Traci gets a call from Arlene on January 25 stating that Rod made yet another mistake, this time with his math.

Apparently, he added the payment structure wrong and Traci was told that we owe Blue Haven another $1,868.65 ($1,200 plus $668.65). Traci said she was not paying for another Blue Haven mistake - We were going off the payment schedule that was reflected in both the contract and the addendum she signed at excavation. Traci immediately requested a meeting with construction and sales.

Of course, we didn't hear a thing from Blue Haven until Wayne called and spoke with Jesse on February 3. Jesse assured Wayne that the payment structure we signed at excavation was what Blue Haven had to accept from us it had to stick and that he would make sure we had our plaster done by Tuesday, February 7.

On Monday, February 6, Jesse called Wayne and told him that we owe an additional $5,980.95 and that we would not get our plaster until we paid that amount to Blue Haven. How it went from $1,868.65 to $5,980.95 is beyond me.

Well, actually we have our suspicions it appears as though Blue Haven saw an opportunity to wrong us yet again and they took it. They took the amount we would have paid had we not excavated through our back wall and decided that they could squeeze more money out of us in order to make up for the extra money they put up to fix their depth mistake.

We asked Arlene for the second time to set up a meeting and also to fax in writing the amount they claimed we owe. It took four days to get the fax. Arlene was telling Traci that the accounting department had our file and was working on the figures. When Traci called the accounting department she was told that our file was, and has been, with construction. It took two weeks to get a meeting scheduled for Tuesday, February 14.

Blue Haven Complaint Letter
4-4-4-4

Issues of concern:
 Blue Haven had at LEAST TWO opportunities to check Rod's math before any payments were received in accounting when Blue Haven first received our paperwork and when the payment addendum was created. Monetary figures are of key importance in any transaction, and checking accuracy of numbers is just one of the many responsibilities Blue Haven has to its customers. This error should have NEVER occurred. Blue Haven failed at BOTH opportunities, yet have the nerve to hold our plaster hostage for the disputed amount due to their mistake.

 Arlene told Traci that accounting had known about the math error upon receiving our first payment they just thought we were short on our payments. So finally the error is discovered, yet Blue Haven decides to wait until our plaster to bring it up. Blue Haven had a responsibility to let their customer know about the error and give them time to work it out, yet they FAILED AGAIN.

The fact that we have been treated so horribly; the fact that we have an unfinished pool that is unacceptable to us due to Rod's error and Blue Haven's simple attempt to fix it; the fact that this experience has caused us so much stress and anxiety we are baffled that Blue Haven has the nerve to bully us by threatening the finishing of our pool based on a monetary error on their part.

If anything, Blue Haven should take that disputed amount as a loss and the cost of doing business and, for that matter, as an apology for all of the grief and heartache they have caused us.

Regards,

Wayne
Fontana, California
U.S.A.

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This report was posted on Ripoff Report on 02/15/2006 04:19 PM and is a permanent record located here: http://www.ripoffreport.com/r/Blue-Haven-Pools-Rod-Thomson/Ontario-California-91761/Blue-Haven-Pools-Rod-Thomson-HUGE-RIPOFF-DO-NOT-USE-THIS-COMPANY-Ontario-California-176411. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report.

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REBUTTALS & REPLIES:
1Author 8Consumer 0Employee/Owner
Updates & Rebuttals

#1 Consumer Comment

Rod Thompson and Blue Haven Ontario are NOT HONEST PEOPLE!

AUTHOR: G-Man - (United States of America)

I had the same problem with Rod Thompson I called Blue Haven and they sent out Rod Thompson he came into our home worked out our pool plan, Took us in our bathroom and filled our sink up turned off the light and showed us these fiber optic lights we were amazed.  Then Our nightmare began once the got their money some one just came an knocked our fence down and started digging .......  crazy thing is they tried to do the same thing a block away, my neighbor had to run out of her house to stop them! They were having major problems with the contractors because Blue Haven was not paying them! the contractors they sent were so mad at Blue Haven that they didn't even put the Blue Haven Name In Our Pool!!!!  I went back and forth with them over a backwash valve that I needed because I wanted a D.E. Filter. None of their stuff works ... My pool was plumbed WRONG The SMART THING CRAP had to be CUT off, my Awesome Fiber Optic Lights have NEVER WORKED!!!!!! the The pool deck guy looked at my plaster and shook his head and said your plaster looks 10 Years OLD!! I have Coping on my stairs that trip my guest and kids every time we have a function!!!!! my tiles are falling apart!! There are Cracks in the walls .... and in the decking ...... My Kids have never been able to swim at night! Because there are NO LIGHTS and Never Been any lights!! I've called them over and over over the years ..... those workers Quit and started their own pool company Rod Thompson There are 3 houses on my street that have the same problems with their pool! All I ask is that you Look at what you guys did Wrong and Just Fix it! I'm just asking For Justice!! and LIGHTS.... PLEASE! Fiberstars can work good if it is installed correctly!  you guys should be Ashamed of yourselves for taking hard working peoples money and forgetting about them the minute you get your money! WRONG WRONG ....  I keep checking Ripoff Report Hoping that there is a Class Action Suit I can Join ... because there is no other way to deal with you dishonest People!   you can always contact me and fix my problems .... but I know you wont!  I even talked to some of your guys at the L.A. Fair .... if they could have turned and Ran they would have ...... BUYER BEWARE OF BLUE HAVEN POOLS!!! I'll be waiting on your call Rod! 
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#2 Author of original report

My Final Response

AUTHOR: Wayne - (U.S.A.)

Mr. Thompson knows full well that I admitted into evidence the phone recording of our conversation, and his apology accepting FULL responsibility for what transpired with our pool. 

He also knows the outcome of the first and second trip to court over this matter. While I am sincerely saddened by his wife's illness, his testimony at court would have not changed the outcome, he just would have been present to hear it. 

We were NEVER offered a cash settlement during ANY portion of this situation, I know this because it was ME that suggested it. I was assured that Blue Haven would never offer a settlement of something they were certain to prevail on at two separate meetings. To that point I was told that Blue Haven owned "title liens all over San Bernardino County" and "I was welcome to join the list" if my wife and i failed to pay up. 

The bottom line is this, in this case the justice system prevailed as well as the free market economy. Blue Haven is no longer doing business in my area, and a GOOGLE search of Blue Haven provides all a consumer needs to know about this company..  
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#3 Consumer Comment

Rod Thompson

AUTHOR: The Truth! - (U.S.A.)

Hey Rod, what Pool compant are you working for now, Terri Tuttle still hiding in her office acting like she isn't the General Manager since the contractor board took her license? Call the Ontario office and ask for a pool qoute now, she will say "were waiting until financing gets better" or some other nonsense. Ask her name, she won't tell you!

Rod is the old school car salesmen type, who will tell you anything you want to hear to have you sign a contract, one of his best lines is "sign this estimate", yes that's right folks, he get's them to sign a CONTRACT!

He tells everyone how his swimming pool has kept him alive, he doesn't have one!

If you ever see this guy on your porch, DON'T OPEN THE DOOR!

The TRUTH
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#4 Consumer Comment

Response to Rod

AUTHOR: Elaine - (U.S.A.)

After reading your lengthly response Rod I have to say that from what you said it sounds like Blue Haven Pools takes on more work than they can responsibly handle. Contractors are held to a high standard in California. It is these standards that hold a builder responsible for the smallest of mistakes. All homeowners deserve quality not quantity, wouldn't you agree?
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#5 Consumer Comment

Response to Rod

AUTHOR: Elaine - (U.S.A.)

After reading your lengthly response Rod I have to say that from what you said it sounds like Blue Haven Pools takes on more work than they can responsibly handle. Contractors are held to a high standard in California. It is these standards that hold a builder responsible for the smallest of mistakes. All homeowners deserve quality not quantity, wouldn't you agree?
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#6 Consumer Comment

Response to Rod

AUTHOR: Elaine - (U.S.A.)

After reading your lengthly response Rod I have to say that from what you said it sounds like Blue Haven Pools takes on more work than they can responsibly handle. Contractors are held to a high standard in California. It is these standards that hold a builder responsible for the smallest of mistakes. All homeowners deserve quality not quantity, wouldn't you agree?
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#7 Consumer Comment

Response to Rod

AUTHOR: Elaine - (U.S.A.)

After reading your lengthly response Rod I have to say that from what you said it sounds like Blue Haven Pools takes on more work than they can responsibly handle. Contractors are held to a high standard in California. It is these standards that hold a builder responsible for the smallest of mistakes. All homeowners deserve quality not quantity, wouldn't you agree?
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#8 UPDATE Employee

Rod Thompson's Response

AUTHOR: Rod Thompson - (U.S.A.)

When Mr. Wayne first posted a couple of years ago, after he was paid, I thought I would let it go and let him have his chance to vent. I believe the old adage If I can please some of the people all of the time and all of the people some of the time and apologize when I am wrong, I'll be alright. So I apologized for the two errors I made and waited for it to pass but instead of passing, my apology was distorted and misused so I guess it is time to set the record straight but bear with me, it will be long. I've been reading this nonsense far too long and I am tired of it, and please remember, nobody checks the facts about what is written here.

I'll answer these accusations but first let me set the record straight. Although I am periodically pursued by other pool companies to work for them with occasional offers of management positions as enticement, I have remained with Blue Haven pools & Spas for 16 years because they build the best product on the market, and I am proud of it. I know that I am helping people to have a pool with the lowest operating cost, least amount of maintenance, and the purest water.

With Blue Haven's exclusive, patented high pressure Jet-Flow Circulation System working in conjunction with a state-of-the-art pool cleaner and water purification system, it is the most self-cleaning and self purifying pool on the market and virtually maintenance free. The equipment Blue Haven insists on using comes directly from the manufacturers, assuring it is the newest technology, the most reliable, and the most efficient available, and Blue Haven has the most experience. Consequently, a Blue Haven Smart Pool is the top selling pool in America as listed in The National Pool & Spa Magazine every year since 2002, selling over 7,000 pools per year. That's more than most other pool companies will do in their lifetime.

However, building 7,000 pools per year with eight or ten different crews on each one, things happen, things go wrong: buyer or seller miscommunications, buyer or seller mistakes, buyer-seller-workmen personality conflict or buyers who confuse information they received from getting several bids, listening to various presentations, and talking to friends and relatives. It's natural and happens frequently. I.e.: prospects call and ask for the salesman who was out to see them last week and name someone who works for some other company. People we have never heard of call to change their appointment times or cancel a sale (we love that one.)

Yes, sometimes salespeople make mistakes. Let's see, fifteen years with Blue Haven Pools, fifty weeks per year, and ten calls per week makes about 7,500 families I have spoken with in as many different yard challenges. Absolutely I have made some mistakes. Absolutely Blue Haven has made some mistakes. Absolutely some of the) workers have made mistakes or irritated somebody. And, believe it or not, sometimes customers make mistakes. But when it's all done, the customer has the lowest maintenance pool on the market with the purest water. That is why while many companies come and go or file bankruptcy at the first sign of trouble (a highly advertised company just closed their doors last week leaving several pools unfinished,) only to reopen under some other name, Blue Haven stays right here building quality pools and dealing with the problems and different kinds of people.

The Post Office has problems. Churches have problems, Presidents cause problems. Schools have problems. Many large entities have problems: Sears, Exxon, and Wall-Mart to name three. Sometimes the companies deal with the problems better than other times, but that's human nature. However, when it is all said and done, most of the people who complained about every aspect of construction for various personal reasons, end up admitting that it is great pool, and they love the low maintenance and frequently give Blue Haven referrals. Altogether, Blue Haven has built over 250,000 pools and are still here, standing behind the lifetime warranty on every one of them. There is a listing here about a pool with leaks, that has been taken care of.

Other companies emulate Blue Haven in name to take advantage of name confusion or one-off equipment claiming it's as good as, but they aren't honest about it. Do they talk about the frequent articles in trade magazines describing the negative effects of salt systems, or do they just sell them because it's an easy sale? Some other companies let Blue Haven spend time and money pioneering new equipment and technologies, all the while bad-mouthing them because they have nothing good to say about themselves, only to come along behind, trying their best to copy what Blue Haven is doing. The only way some people can make themselves look good is to make others look bad. None of my customers has ever heard me say anything bad about another company still in business because Blue Haven gives me plenty of good things to talk about.

Error #1
I wrote on the bottom of the pool plan the pool was to be 3 to 5 to 4 feet deep. It had been a long call, and I was tired. Most of the pools we do are 3 to 6' deep and that is what I wrote on the contract. Mr. A---- stated that I went over certain items on the contract including the depth, admitting I went over it with them. Actually, we went over the whole contract and pool plan line by line. I always do. Mr. & Mrs. A---- were both participating and both signed the papers. Unfortunately, just like typos that have been checked and double checked by professionals and computer programs, nobody caught the error. Before the pool is dug, the customer has to sign the dig sheet clearly identifying the layout and depth of the pool. On dig day, Mrs. A---- missed the error again and signed it. Contract, pool plan, and dig sheet: three chances to catch the error and still it was missed by everybody. Stuff happens. Blue Haven offered a cash reduction as compensation: it was refused.

Error #2
Stage payments are currently made as follows: 35% @ Excavation, 35% @ Gunite, 10% @ Tile, 10% @ Deck, 8% @ Plaster, and 2% @ Start-up. I listed their contract price correctly but miscalculated their stage payments to a lower amount. Before he revised it, Mr. A---- said Blue Haven should have just accepted the loss, admitting that he was fully aware that it would have been a loss, and he knew it was money that he owed. Trying to take advantage of the situation?

He had told me he thought the back wall could come down for tractor access, and I told him I would base the price on that but if it couldn't; there would be an additional $5,000 for the use of a mini tractor. I did not charge him an extra $5,000 in case it was needed with a verbal promise of giving it back if it wasn't. Who would sign a contract like that with a verbal promise that $5,000 would be returned if it wasn't needed? Especially after just initialing two statements that no verbal agreements applied?

About the concrete beside the house: I told them it would have to be sawcut to allow the gas and electric lines to be run from the meters into the back yard, and that the concrete removed would be replaced. Line 18 on the contract that we reviewed, line by line, stated there would be a sawcut. Everybody realizes placing a strip of new concrete in the middle of a piece of old concrete will be noticeable.

They got mad in the beginning because the day before they came into the office they demanded I be there for the meeting. Actually, I would have liked that, but I had an appointment across town at UCLA to help my wife of 38 years make plans for a double lung transplant. When she is sick, she gets priority over everything and everybody. Later, two days before the settlement was made, I found out it was in court and offered to testify but it was too late. The general manager had already made the decision to settle and move on.

Lastly, the Blustery general manager wasn't blustery, just busy. Being the number one person responsible for 500 to 700 pools per year being built out of our office from Palm Springs to Manhattan Beach and Victorville to Long Beach is heavy duty stress which is why Mr. A---- was paid. Blue Haven Pools did not fold like a cheap suit, as Mr. A---- stated. It was just time preservation and sensible management: prioritizing time versus money.

If you are still with me, thank you. Chances are you are reading this because a sales representative from some other pool company sent you here in another attempt to make Blue Haven Pools look bad. The pool industry is, for the most part, made up of a lot of good, reputable, folks doing the best work they can, but there are some sales reps either working for companies that have nothing good to talk about, or, are unprofessional, unskilled, and incapable of competing on a fair playing field. Either way, I thank him for telling you about it. Look at the facts. The complaints listed here over a 7 year period during which time Blue Haven Pools built almost 50,000 pools. Get real here folks. How good can they be?

Please, call up the person that sent you here and tell him I said thank you, then call me, or the Blue Haven representative whom was out to see you, and let us get started building you a lot of years of low-cost and virtually maintenance-free, sanitary fun in the sun. Join the other hundreds of thousands of happy Blue Haven customers enjoying healthy, wet-and-splashing, BBQing-and-laughing, picture-taking-and-memory-making summers. Swimming pools are great and the waters fine, come on in.

ROD THOMPSON, BLUE HAVEN POOLS, ONTARIO, CALIFORNIA.
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#9 Author of original report

VICTORY!

AUTHOR: Wayne - (U.S.A.)

Wanted to let all Blue Haven victims to know that there is light at the end of your tunnel. If you educate yourselves, and spend some time in court with BH, you can (and most likely) will win.

I took them to small claims court for the 8000.00 dollars I overpaid for my pool, and the judge agreed with me that I was right. I was overjoyed to hear him say BH was "lucky" I only asked for the money I was overcharged.

Of course BH then appealed the decision, and I found out the night before we were due back in court they would be allowed a Lawyer with them. Of course I had not secured one for myself, but felt confident I could rely on the judgement of the first Judge.

We went to court, and JUST BEFORE we were to be called before the new judge, Blue Haven's business manager blustered into the court room and asked the judge to speak with us privately. He agreed, and they offered a check for $8669.56, and an apology for the HORRIBLE treatment we recieved.

Traci and I were speechless until the judge asked us if we were satisfied, I ALMOST said no, but I agreed that it was over.

Stand your ground with these guys, they will fold like a cheap suit if you press hard enough.
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