Verified Company
We have been very disappointed with the lack of support and follow‑through from this company. Before installation, we were given incorrect information by the salesman, which led to major issues in our backyard. We had to put in a full drainage system along with a retaining wall to fix the problems caused. The company did reimburse us for the material and retaining wall, but only after I posted a review. I was then asked to take down the review in exchange for payment, and I honored that request.
Now we are experiencing a liner issue, and despite reaching out multiple times to the owner, office staff, and different employees, we continue to be given the runaround with no resolution. We did not charge them for the drainage system—even though we should have—and we simply expected our liner issue to be handled professionally.
It’s extremely frustrating to invest this much money into a pool only to struggle for basic support. It feels like the only way to get a response is to leave a negative review, which is a very disappointing experience. I hope the company decides to improve its customer service moving forward.
Reply from Blue Haven Pools & Spas
2026.03.13
Michelle, we take feedback seriously, and we also believe it is important that the facts surrounding a project are presented accurately.
First, our representative did not mislead you. The wall referenced is a decorative feature and not a structural retaining wall required for the pool installation. Your pool project itself did not require a retaining wall. After construction, you chose to add a wall and drainage improvements as part of your landscaping. While drainage systems and landscape retaining walls fall outside the scope of a swimming pool contractor and are typically handled by landscaping or site-grading professionals, we still reimbursed $1,700 toward the wall materials as a goodwill gesture to help address your concerns.
Second, drainage design is generally part of a homeowner’s landscaping or site-grading plan. While we do our best during the design and construction phases to help homeowners think through potential drainage considerations, those systems are not part of our contracted scope of work.
Third, regarding your current liner service request, the remaining $600 balance from your project had been outstanding since September 2025. As is standard practice in the construction industry, warranty and service requests cannot be processed while a project has an outstanding balance. Once that balance was paid on March 10, your request became eligible for service and was forwarded into our service scheduling process.
Fourth, our records show that the liner concern was first reported on March 9. The balance was paid on March 10, and your request was then moved into the service queue. Service scheduling typically takes several business days, and your request is currently being processed through that system.
We stand behind the work we perform and the professionalism of our team. We also believe it is important that public statements about our staff and projects reflect the full and accurate context of what occurred.
If you would like assistance with service scheduling, our office will be glad to help.
First, our representative did not mislead you. The wall referenced is a decorative feature and not a structural retaining wall required for the pool installation. Your pool project itself did not require a retaining wall. After construction, you chose to add a wall and drainage improvements as part of your landscaping. While drainage systems and landscape retaining walls fall outside the scope of a swimming pool contractor and are typically handled by landscaping or site-grading professionals, we still reimbursed $1,700 toward the wall materials as a goodwill gesture to help address your concerns.
Second, drainage design is generally part of a homeowner’s landscaping or site-grading plan. While we do our best during the design and construction phases to help homeowners think through potential drainage considerations, those systems are not part of our contracted scope of work.
Third, regarding your current liner service request, the remaining $600 balance from your project had been outstanding since September 2025. As is standard practice in the construction industry, warranty and service requests cannot be processed while a project has an outstanding balance. Once that balance was paid on March 10, your request became eligible for service and was forwarded into our service scheduling process.
Fourth, our records show that the liner concern was first reported on March 9. The balance was paid on March 10, and your request was then moved into the service queue. Service scheduling typically takes several business days, and your request is currently being processed through that system.
We stand behind the work we perform and the professionalism of our team. We also believe it is important that public statements about our staff and projects reflect the full and accurate context of what occurred.
If you would like assistance with service scheduling, our office will be glad to help.
