Complaints

• Initial Complaint

  07/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I hired this company to do an inground pool in January 2021. Due diligence was never done and we ended up with the w***g equipment. We have propane they ordered gas equipment. It was an empty shell for over a year. After filling the pool ,a gas heater was ordered by the company and when it was incompatible, I was put in charge of finding a solution? By the time they realized it was propane, our backyard and basement were completed. It was difficult to run a propane line around the house to get to the pool and the company wanted me to pay the additional expenses for the propane line so they could complete the job. I looked into solar heating for the pool as an option because I felt my hands were tied. The Pool and spa company agreed and ended up ordering a commercial heater that I had to pay for. After receiving the heater they ordered , I found out that it would cost me $1500 a month to operate; once again no due diligence! I told them that would not work and was told they would not send it back and I was to sell it on my own on **********. Then was told I would have to purchase my own heater, before they would come back and complete the work. Last winter I asked them to winterize the pool and they did not. In January they showed up and the pipes were frozen. They used a BTU heater and started the side of my home on fire, along with burning up all the pool equipment that had been installed. Some of the equipment has been replaced after months of calling and texting. I ended up paying for a smaller propane heater that would take twice as long to heat the pool, but would require less BTU's and could be hooked up on the pool side of the home. After buying the new heater it's been 3 months and the heater is still not hooked up or working. The company has stopped communication and if they do reply, they say someone will be sent out and never come. Many parts are still missing to get the pool functioning. Its been 19 months and we still don't have a pool!

  Business response

  07/27/2022

  This complaint is completely false!!  

   

  We are still working directly with the customer to complete his project!  

  Customer response

  07/27/2022

  Complaint: ********
  
  I am rejecting this response because:  The Pool and Spa Company has reached out the last two weeks to complete my pool. Once I get a completed pool I will abandon this complaint. It has been 18 months sense the beginning of this project. Told it would take no more than 4 months. 
  
  Regards,
  
  *** ********

  Business response

  07/28/2022

  The project wouldn't have taken so long if the client had paid attention to the obstacles we informed him of from the very beginning of his project.

  Customer response

  08/02/2022

  Complaint: ********
  
  I am rejecting this response because: Our pool is still not completed and the owner is now responding with comments that are not truthful. Do diligence was never done on our pool and the wrong equipment was not ordered. This was only the beginning of the delays that have occurred over the last 18 months. There has been little to no communication from this company to advise us of the current situation throughout this process. When they are notified or asked they don't respond or have an office manager that responds with incorrect information. 

  We have been told multiple times that the pool will be completed in two weeks or less and they will have crews out the next day only to be disappointed and frustrated when no one shows up. When we do get a worker out they are on the site working for a short time and tell us they will be back the next day. Usually 2 weeks later this happens again. 

  This project has been put on the back burner now and if someone comes out to work it's at the end of the day after they have been on another job all day. The last month we have had a couple workers that show up maybe once a week for an hour or less. If they sent a few workers this project could be completed in 1/2 day. But they choose to delay it now I believe just in spite. One of the workers has expressed to me that there are many clients in our same boat and have been waiting now for over a year to get there pools finished. Many are filing law suits and taking legal action. 

  At this point we just don't want this happening to anyone else. We don't want anyone to make the mistake of thinking that this is a reputable company that will give them a quality pool in the short time that they promise it.  

  
  Regards,
  
  *** ********

• Initial Complaint

  06/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On March 30th we signed an agreement to have our pool and spa redone. We agreed to the estimate of $75,000. Which was paid in 4 installments. Shane and Ellen agreed to have our project done by the end of April, our pool is still not usable and the work is not finished as of 6/6/2022 in addition some of the work is sub standard and not as stated. The owners will not return calls nor will the office. We were finally told they would be here today by Matt last week and as of 2:00 no one has been here.

  Business response

  06/28/2022

  Hi there,
  
  This email is in response to a complaint that was placed with you from **** ****.
  
  We understand that we told the client that we would have their pool done in a considerably short amount of time but we had no idea that their pool equipment was not functioning properly.  We did what we could with what we had to work with.  The pool is absolutely working and they can and should be in it enjoying it.  The only thing that is not attached is the pool cover and we went there to install it and they told us that they were going to have someone else install it.
  
  Please let me know if you need anything else, thanks
  
  
  Tammy K*****
  General Manager
  Pool and Spa Company
  ************
  

  
  

  Customer response

  06/28/2022

  Complaint: ********
  
  I am rejecting this response because:

  This is not a truthful response, they have given us excuse after excuse why they haven't been able to install the cover, they have NOT shown up with the cover, we don't have it in our possession, that is a lie. 

  We would have to get the cover in order to have someone else install it!

  If we have to hire someone else install it we will expect a considerable refund as we paid for the cover & installation.

  There is still the issue of poor workmanship and incomplete work that was part of the contract that has still not been completed. 
  
  Regards,
  
  **** ****

  Business response

  06/30/2022

  I have attached two screen shots of a conversation that took place between my project manager and ****'s personal assistant where she told us NOT TO DROP OFF THE COVER!!  I have been in communication with ******* since and we are planning on dropping off the cover again on 7/11/22 and they will be having someone else install the cover and we will be deducting this amount from their final bill.

   

  Maybe **** isn't aware of what decisions his personal assistant, *******, is making on his behalf!

  Customer response

  06/30/2022

  Complaint: ********
  
  I am rejecting this response because:

  Don't try to make excuses for your incompetency to get the job done, we have been contacting you about the cover since March and we were lied to about it several times, saying it was ordered when we later found out it was not ordered until May 2nd. 

  You said you couldn't drop off the cover because Matt had Broken ribs from a car accident.

  The cover and installation are part of the entire job but far from the only issue with the job, we need the cover and all hardware.

  As mentioned before the pool and spa have rusty and missing screws in the lights & jets. 

  Matt told Alicia and myself in person the first time he was out that the entire job needs to be redone, including the concrete coping and plaster.  
  
  Regards,
  
  **** ****

  Customer response

  07/08/2022

  Better Business Bureau:

  I would like my complaint ID ********, to be handled through an Arbitration hearing with BBB.

  Regards,

   

  Business response

  07/11/2022

  Better Business Bureau:

  I have decided NOT to participate in Binding Arbitration to resolve my complaint with ID ********. I understand that because I have decided to not pursue arbitration that BBB will close my complaint.

  We are open to the client reaching out with a list of what he wants and working with him directly to resolve.

  Regards,

   

• Initial Complaint

  05/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Started process of building pool with Shane B**** in March of 2021. Pool was suppose to be done by June of that year. We are now 16 months into the process and have paid $120,000.00 and sit with an unfinished pool, waterslide, hot tub, and firepit. The workmanship is horrible and we have learned Shane has been leaving other homeowners in the same situation. Bad pools, bad service, and completely unfinished projects. With further research we recently found out he has done this same thing in the state of Utah. We are seeking either for him to finish the work or refund us $75,000. He needs to lose his business license!

  Business response

  05/12/2022

  This client was told from the beginning that the timeline to finish their pool would depend on materials and supplies coming in in a timely manner.  Many MANY pool supplies are NOT considered a priority so they are backordered until the world gets caught back up from the COVID pandemic.  This is by no means our fault!!  Plus our team was taken down with COVID twice.  It takes weeks to recover from one person being guaranteed for days.  When an entire team goes down it is detrimental and could take months to recover.

   

  To say that these clients have been a nightmare is an understatement!!  They have picked apart literally everything we have done for them.   I have included a picture of the pool we built for them (which looks impeccable).  They are still not happy.  Also, they have been terrible about paying us in a timely manner for the work when it was completed and still have two outstanding invoices.

   

  It's disgusting that some people have nothing better to do than cause problems and make false accusations and try to ruin the reputations of good honest people who are just trying to earn a living.  We are a good reputable business and welcome anyone to check us out and allow us to make your dreams come true.

  Customer response

  05/24/2022

  Hello,
  
  The above complaint against Pool and Spa Co has not been resolved.  The emails were going to our spam and we just realized you had closed it. We need it reopened immediately.
  
  Mr. ***** responded to our complaint with pure lies and posted a picture of a completed pool.  This is our pool but is not yet finished.  The slide was built by someone who had never built a slide before and is cracking already. The contractor working on our pool confirmed he had never built a slide and was left to do it on his own.    Attached are pictures of the cracks and how they built the slide with a bag of concrete as stairs.  The concrete on the side of the pool has holes and is cracking.  Our firepit has yet to be completed. We also have not received the automatic pool cleaner that was listed in our contract.
  
  As far as finances.  We are completely up to date with our payments in fact we have paid for items that have not yet been completed.  We can provide all receipts and emails/texts confirming  all of our payments.  We owe the final payment of approximately $6000.  This will be paid upon completion of the pool, hot tub, firepit, and slide.  As of today not all items have been completed thus we have not paid the final payment.  Mr. ***** stated we have 2 outstanding invoices.  Completely false.
  
  We definitely  don't have extra time on our hands and prefer not to have to deal with a person who lacks integrity and blames others for their faults.  We both work full time and have 4 kids.  Extra time is not in our vocabulary nor would we ever take our extra time to spread lies about a company. 
  
  Mr. ***** has sent us several emails and texts thanking us for our patience with the process.  We can provide all the documentation from day 1 that shows we have upheld our end of the contract but Pool and Spa Co has not.  Below is an  email sent to us on April 17th from  Mr. *****...
  
  
  Hey Drew,
  
  Happy Easter! Cody will be back tomorrow to complete the hot tub coping, finish the travertine, install the fire pit cap and level out the cover stones. We will be out next week to faux rock the slide, fix pool coping and stain spa coping, install new hot tub tile and install some boulders on the steep side of the deck. We are waiting for a new nozzle for our plaster pump and we do the faux rock with the plaster pump. The day we are out to do it we will have 5 or 6 guys to make sure it is all wrapped up. I will be there as well to cut the faux rock. Cara will come stain the faux fock next Friday and we will get the fire ring and glass in the fire pit. That should complete our punch list if I missed anything let me know. I want to thank you for being so level headed and understanding through this. ******* should be as upset as she is and you should be just as mad. It was a tough year and I apologize that things didn't go as planned on your project and it is my fault. Just hope to finish strong and make you and your family happy. I will open and close your pool for free for the next 5 years. I will also supply any salt or chemicals your pool needs for free for the next 5 years. Just trying to extend an olive branch and try to make up for some of the blunder.
  
  --
  Shane
  
  This email shows that we were not the ones at fault.  Mr. ***** did not stay true to his words in the email.    This complaint will not be closed until the following happens.
  
  Full completion of Pool and Hot Tub...including fixing the major cracks and tile issues.
  Fire Pit fully completed
  Delivery of our automatic pool cleaner
  Slide fixed so it is not a safety hazard.   Better structure on the stairs......cracks fixed.
  Tutorial of all pool equipment.
  
  
  Colorado Law states that if our current contractor cannot complete the project we can hire another company to finish the job.  If we have to hire another company to complete the additional items we legally do not have to pay Mr. ***** the final payment because of breach of contract.   We are hoping it does not come to this but need everything resolved in the next 7 days in order to avoid legal action.
  
  Thank you,
  
  ******* and **** ***********
  

  
  

  Business response

  06/10/2022

  I don't know why these people are stating that the slide was built by someone who had no experience.  He indeed has 2 years experience and has built many slides previously.  The fire pit was completed but once again they were not happy and want it redone.  The pool cleaner is still on back order and they have been informed of that several times.  

  The comments regarding payment are false.  They did NOT pay two of the invoices in full.  This email that they are claiming is from me is yet another lie and proves nothing. 

  I really don't know what else they need to hear from us.  They didn't order a pool from Amazon.  We custom built them a pool and slide and they picked apart every little thing.  We have no intention of tolerating their nagging and complaining any longer.

  You can close this claim!!

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩