• Report: #396736
Complaint Review:

Blue Haven Pools & Spas

  • Submitted: Mon, December 01, 2008
  • Updated: Tue, December 02, 2008

  • Reported By:League City Texas
Blue Haven Pools & Spas
2201 Highway 6 South Houston, Texas U.S.A.

Blue Haven Pools & Spas Blue Haven Pools-Webster/Buyer Beware Webster ,League City Texas

*Author of original report: Update 12/01/08

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Wished I would have found this site and read through it first. Reading through the posts, we are consindering ourselves very lucky (so far). If we do not have any structural issues surface, we'll be OK. Would I recommend this organization to anyone in the area? Well, I think not.

Read the letter below I have composed to the area BBB. I would highly recommend that all consumers issue a complaint to the BBB when it is appropriate. At this time, Blue Haven's rating in this area is satisfactory. That is because enough people are not putting the information on the BBB's site. Take your time, be factual and try to be objective. It can make a difference...

Lack of reasonable communications and failure to resolve outstanding issues has lead to the overall detailed complaint on Blue Haven Pools of:
2201 Highway 6 South
Houston, TX 77077

The last issues left unresolved:
1.The replacement of an improper fencing material (pine) to replace a fence removed during construction. Additional monies were paid to Blue Haven to replace the fence to original state and make necessary improvements to meet League City codes concerning fence gates/pools. After two visits, Blue Haven sub contractor has been challenged to complete the simple task of board replacement, latch height requirement and spring installation.
2.Final inspection by League City to pass fence replacement.

Numerous items have occurred over the experience of acquiring this pool that lends itself to this organization being questionable for your organization to certify as being a quality (or acceptable) business.

Internal/Intercompany communications
There have been numerous internal issues that have affected the project.
Issues that a customer should not been aware of. A brief sample:
Disagreement between Josh (salesman) and Margie Brown (accounting) on construction allowance. A construction allowance was agreed and then Margie recanted on the agreement between sales and accounting. This was resolved but, our being asked to validate to Blue Haven management that Margie had agreed to our and Josh's proposal was viewed as unprofessional.
Receptionist at Blue Haven Webster office not faxing paperwork that should have been forwarded to Margie for 4 business days. It was only after we contacted Margie to find out why we had not been contacted that it was discovered the paperwork had not been received.
HOA approval request that was to be sent by Blue Haven was not sent. After two plus months of inquiring to Blue Haven, the request was finally sent and subsequently approved.
Miscommunications on line identification/relocation. Even though exact questions were asked concerning Blue Haven/customer responsibility, incorrect information was conveyed resulting in delays costing approximately 2 months in delays.
Fill line omitted during plumbing process. Blue Haven crew (or sub contractor) had already added sand and leveled the yard. There been no mention of a plan to re-level this area when additional yard damaged occurred upon installing fill line. We had to request this service. After a two week delay, we had to complete the work ourselves. Allegedly work was to be done after one week, delayed one day by rain. No further communications from Blue Haven prompting work to be completed by customer. Crew was dispatched without communications with customer after work had already been completed by customer.
Overall lack of reasonable communications. On most occasions (and allowing several business days) after failing to meet schedule dates (non weather related), customer would have to contact scheduler (Leslie Freeze) for an updated status. Numerous times customer was informed that Leslie's voicemail and email had failed to receive message. Reponses that were returned often did not cover all items in question. A brief search of the Internet found numerous cases were this particular scheduler has had a history of being non-responsive. It is presumed that the management of Blue Haven is aware of this recurring issue and finds the behavior acceptable.

Quality of subcontractors/management of contractors
Unreasonable debris from contractors/lack of house keeping. Food wrappers/containers, food, drink cans/bottles, cigarette butts, literally thrown in the yard. The work was performed at residence and not a new construction (unoccupied) work site. There was an understood expectation to have construction debris, not to become the workers personal trash can.
Theft. Removal of fruit from small orange tree owned by children.
An attempt to over charge for square footage on concrete. The difference in dispute was between 27.9 and 100 square feet in agreed overage at 8.00 per square foot. When questioned and a request to re-measure, Blue Haven corrected the alleged mistake.

Honest jon
League City, Texas

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This report was posted on Ripoff Report on 12/01/2008 07:44 PM and is a permanent record located here: http://www.ripoffreport.com/reports/blue-haven-pools-spas/houston-texas-77077/blue-haven-pools-spas-blue-haven-pools-websterbuyer-beware-webster-league-city-texas-396736. 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.

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Updates & Rebuttals

#1 Author of original report

Update 12/01/08

AUTHOR: Honest jon - (U.S.A.)

The letter listed above was email to the Manager email address (who has never contacted me) to allow for one last opportunity to contact me and give us an indication as to whether they would actively pursue getting the final issues resolve. True to form, we we not contacted however; someone came during the day and replaced the pine board with a cedar board on our fence. While this indeed puts us closer to the mark of closing out our issues, it is almost humorous that someone go through the effort of coming yet, not correct the latch height (has to be 54 inches from ground to comply with League City code) or install the return spring (also code requirement).

It's quite clear that there is one of the following things occuring:
1. Personnel within the Blue Haven organization that can not effectively communicate job requirements to their sub contractors.
2. Sub contractors that can not comprehend detailed job requirements being conveyed.
3. Sub contractors that do not care to execute directions being given by Blue Haven personnel.

For sure, Blue Haven staff are not adequately checking to ensure that their sub contractors are performing in a manner that both protects their organizations image and delivering what the customer has properly paid for.

I'd like to add that it is not my intention to malign this company. Merely to point out that the average consumer that does not have construction experience or project management experience might investgate other options prior to commiting to using this company. Ultimately, we seem to have ended up with a quality product. The bottom line is that is has taken quite a bit of active project management that should not have fallen under the responsibility of the consumer. On the average, customer service and project management is a breeze. All you have to do is communicate. Granted, you definitely can not please all of the customers all of the time however; when you have a customer that expects nothing more than what has been paid for, no additional perks and you can still be challenged...well now, Houston, we have a problem....

I have the skills to correct the remaining issues with the fence, work with the City to get the inspection and wrap this up...and will.

As a brief side note, our salesman, Josh Wilson, was copied on the various emails sent trying to get this resolved. He has never once stepped up and responded. At one point, I even left a message on his cellphone. This is definitely an indicator to his commitment (or lack of) to his customers. Pity, on the front end he seemed like a person of integrity.

Best of luck to all and... Buyer Beware!

Have a great holiday season
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