Our pool was completed in August, 2006. For the most part, the construction went as expected. I have worked with contractors before, so I knew what to expect. I dealt with the trash left in the yard, and excess construction materials left on site because I knew that this is just part of the process, and that eventually, it would get cleaned up.
What I wasn't expecting, was what jerks most of these people are at Blue Haven Pools in Spring, Tx. So many people are upset with them for one reason or another, that they are on the offensive very quickly. Then they get pissed when you file a complaint, making all kinds of excuses for the crap they have pulled.
My problem isn't as bas as some I have read, but it is still a problem that I thought needed to be addressed, so I tried. Basically about 6 months after my pool was completed I started to notice a crack in the decking where my umbrella stand was. I called the warranty department at Blue Haven and she sent out Craig who proceded to take pictures to take back to Randy so that Randy could approve the work to be done. I was never told it was a "non-warranty" item then. Not a problem there, Randy was nice enough to see that this crack was repaired.
Upon closer inspection of my decking, while Craig was there, I began to notice that between the expansion joints of each section there is a hairline crack in the decking. I also addressed this with Craig while he was out here and he again took pictures to take to Randy. I was told that the umbrella stand crack would be covered, however the other cracks are due to settlement and would not be covered. I argued this matter over with Craig and he said he would call me back after speaking with Randy. I finally received a call back from Angela with the warranty department of Blue Haven, Spring and she said that the route they would take is to #1) Use a concrete saw and cut the decking where the crack appeared. #2) put an expansion joint in the sawed decking. Now, I'm no geologist, but even I have never seen a crack that was that straight that you can just use a saw and put an expansion joint in its place. Oh yeah, did I leave off that all of this would be done IF, IF I would type up a letter and fax it to them stating that they have gone above and beyond the call of duty and what a good job they have done. I was fed up with the begging for letters of what a good job Blue Haven does and I said no, absolutely not!
I then fired off a BBB complaint about my cracks in my decking, only to receive a response from Randy Wean, the GM for Blue Haven Pools as follows:
"Blue Haven makes repairs on non warranted items on a daily basis. We help the client and they help us, we like to call it a win win situation." Is that anything like you send me an atta boy letter and we MAY get around to half way fixing your problem?
It goes on to say: "We certainly wouldn't want to extort a referral. If he doesn't want to refer us we can respect his opinion. I'm sure he can also respect the fact that we do not have to repair non warranted items." Your absolutely right Randy, I no longer refer your company, as a matter of fact, anyone that I hear of that is even thinking about building a pool, I just tell them about this website and they change their mind. YOU created this, not me, I just advertise, you do the rest for me!!!!!
Here is more of his response: "I'm dissapointed that anyone can file a complaint with the BBB without contacting the GM first. I'm sure we COULD have come to a resolution but since he choose not to do that the damage is done and we will NOT repair a non warranted item." Now, first of all let me say it is NOT my responsibility to contact the GM, it should have been Craig's job. If Craig didn't, that is an issue that Randy needs to take up with him. I was told that the above solution was the only solution, PERIOD. Tell me what good it would have done to call Randy when obviously Randy makes the decisions as per Craig. So in a nut shell, I pissed Randy off by making a BBB complaint and now he won't repair any "non warranted items" as per his response to the BBB.
Oh yeah, let me throw in this little bit of information also. Evidently under Blue Haven's contract, article one the third paragraph reads as follows: "In the event Blue Haven CONTRACTS TO INSTALL walks and decking, said walks and decking are not warranted against cracking, chipping, raising, settling, or discoloration". OK, let me just say that BH CONTRACT'S every bit of work out, that must mean that any portion of the pool they build, with the exception of the actual equipment isn't covered under a BH warranty. Am I getting this right Randy? Is this how you SAY you repair "non-warranty" items all the time? I think I'm catching on how you run your business now, nice going! Cudos to you for screwing people out of a HONEST living!!!
Needless to say, we are now just having to live with our cracks since BH won't repair what they built. Another interesting question is, why doesn't BH give me the information on the concrete contractor that poured my decking so I can contact them? Because they are probably out of business because of their shoddy workmanship.