This is a very difficult review for me to write.
I see the glowing reviews. I read them before we ever signed our contract. That's why we chose Bluewater Pools. We trusted them based on how well others appeared to be treated, how responsive they seemed, and how supported past clients felt.
That's what makes our experience so disheartening.
As new pool owners, we did not know how much water loss was normal versus a sign of a problem. Our pool was completed in late September of 2025, and we were only able to use it a handful of times before closing it for the winter. During that time, we assumed some water loss was related to normal use of the spa and spillway feature and relied on assurances that everything was working as intended.
It wasn't until the pool and spa were winterized and no longer in use that we realized something was seriously wrong. At that point, the spa was losing nearly a foot of water every two days. This made it clear the issue was not related to use or evaporation, but an active leak.
We tried to be patient. We tried to be understanding. As someone who works in new home construction, I understand better than most that things happen during builds and that mistakes can be fixed. What matters is how they're handled.
Unfortunately, when we raised legitimate concerns, we were ignored, dismissed, or made to feel like a nuisance. We paid in full, in cash, and yet were treated as though we were asking for favors rather than requesting warranty support for a system that never functioned properly.
After months of being told there was no leak, along with ignored calls and broken promises that repairs would be made, we finally hired an independent pool company. They immediately found multiple installation errors, including return lines installed upside down, no check valve between the heater and chlorinator (which had only recently been added after being forgotten), and cracked pipes caused by excessive glue during installation. These defects were actively leaking and were the direct cause of our water loss. We paid out of pocket to fix issues that should never have existed.
The build process itself was stressful and damaging to our new construction home. A construction incident resulted in gunite and cement being sprayed across our property and neighboring homes, damaging personal items and window screens. Subsequent cleanup caused additional damage and repairs that did not match the existing building materials, including broken roof tiles. While some efforts were made to address these issues, including assistance with additional concrete, the overall experience left us feeling guilted for problems that were not ours to own. We were repeatedly told the company had lost money on our pool and that we received a "really good deal" -- a deal we were never aware of, as it was simply the price presented to us by the sales representative.
What hurts the most is not that things went wrong. It's that when they did, we were not treated with the care, respect, or accountability that so many other reviewers describe.
I keep asking myself: why us? What did we do that warranted being repeatedly ignored, spoken to dismissively, and left to fix serious issues on our own? Was it because they lost money? Because we paid in full, in cash, and our project was no longer a priority?
Writing this review goes against my nature. I don't want to be "that person." But future customers deserve honesty. If everything goes perfectly, you may have a great experience here. If it doesn't, be prepared to advocate fiercely for yourself.
I truly wish our experience had matched the many outstanding reviews we read. Sadly, it did not. read more
