Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/09/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *********************** of Denver Pools & Spas failed to communicate with us and failed to deliver on our signed contract in a timely manner. Because of ***'s lack of communication and misleading digging start dates, we decided to cancel the pool and requested a refund of $17,350.76, which is the amount we paid to *** to order the pool shell which we have not received. *** said there will be no refunds and to read the contract. We have read the contract over and over again and nowhere does it indicate that a refund will not be provided on the pool shell. The contract only indicates that a refund is not provided on a deposit. I am not asking for a refund of the deposit, amount paid for equipment, or permit as those are non-refundable. I am only asking for the amount that is refundable. I have attached a PDF of the timeline summing up the communication between myself and *** as well as copies of the text messages. I have attached the pool contract and a copy of the check we are looking to have refunded.

  Customer Answer

  Date: 10/11/2022

  I would also like to add to the complaint that we wish to receive a refund for the amount we paid for the pool equipment in the amount of $4,200.48 as the contract clearly does not state that there are no refunds on pool equipment so we are entitled to this amount in addition to the $17,350.76 for the pool shell. Total amount to be refunded to us is $21,551.24. The pool equipment was delivered by *** on Friday, January 21, 2022. When *** finally set up the equipment on September 2nd, 2022 he took the boxes with him so we have no way of packaging the equipment or trying to get a refund directly from the companies he purchased them from therefore, we need *** to come and take the equipment back and refund us for the amount we paid. Please add this information about the pool equipment refund to our complaint ID as well and send the amended information to the business. 

  Customer Answer

  Date: 10/14/2022

  I have attached the missing 3 documents. Please manually add the attached documents to the file. Since these 3 documents were not sent to the business with the complaint, please make sure that they also get sent to the business as they strongly support our complaint. 
  
  I would also like to add to the complaint that we wish to receive a refund for the amount we paid for the pool equipment in the amount of $4,200.48 as the contract clearly does not state that there are no refunds on pool equipment so we are entitled to this amount in addition to the $17,350.76 for the pool shell. Total amount to be refunded to us is $21,551.24. The pool equipment was delivered by *** on Friday, January 21, 2022. When *** finally set up the equipment on September 2nd, 2022 he took the boxes with him so we have no way of packaging the equipment or trying to get a refund directly from the companies he purchased them from therefore, we need *** to come and take the equipment back and refund us for the amount we paid. Please add this information about the pool equipment refund to our complaint ID as well and send the amended information to the business. 
  

  
  

  

  Business Response

  Date: 11/21/2022

  My company was ready, willing and able to complete the installation of this pool. We were onsite, with equipment necessary to begin, when it was learned a ******* cable would need to be moved, which meant we had to wait a few days until that work was completed by *******. When I informed ******************************** that there would be a delay to move the ******* cable, she told me to leave. We take our work very seriously and have happy customers all over Denver metropolitan area. We were disappointed we were not allowed to complete our work for ******************************** but she never even gave us the chance to begin. 

  Customer Answer

  Date: 11/22/2022

  September 13, ***** *** dropped off his bobcat at our house late in the afternoon and then he left. He only came to bring the bobcat, he did not intend to do any work and then he left on his own and he stated to me that he was still finishing another job so couldn't start ours. I did NOT tell *** to leave. *** advised that we need to have the ******* line moved which we had moved immediately and was completely moved and buried by September 21, 2022.
  
  September 26, 2022, I texted *** stating it's been a while since he brought the bobcat over to our house and was wondering when he will start the work. He replied that he should be there next week. I advised him that the ******* line has been moved and buried. 
  
  September 30, 2022 *** didn't make it to our place to start the work this week because his truck broke down. By October 9, 2022, *** still hadn't made it to our place to start the work. 
  
  You can clearly see that *** was never ready and willing to even start the installation of the pool. *** was onsite on September 13, 2022 only to drop off his bobcat not to do any work, and then he left on his own telling me it would still be weeks before he could get started. All the delays had to do with him and had nothing to do with the ******* line or anything else on our part. I never told *** to leave. We gave *** 15 months of a chance to begin the work and the entire 15 months we were provided with nothing but excuses for his delays, lack of communication and professionalism. *** has breached the pool contract and needs to be held accountable. 
  
  
  Thank you, 
  *****
  

  
  

  Customer Answer

  Date: 11/22/2022

   
  Complaint: 18189698
  
  I am rejecting this response because: the business's response is completely false and has nothing to do with the complaint. The ******* line needing to be moved had nothing to do with Denver Pools & Spas delays. *** of Denver Pools & Spas delayed installation because he was not ready to get the work started. The ******* line was moved promptly and once it was moved *** still was not ready and willing to start on the installation. His truck broke down and rather than being a responsible diligent business owner by renting a truck, getting a ride from one of his workers, getting an uber, he delayed the project. We were patient for over 15 months for *** to begin digging and he constantly over the 15 months provided us with excuses, delays, and lack of communication. As the pool contract does not say no refunds will be provided on the amounts for order of shell or equipment, we are entitled to a refund of $21,551.24. I have provided proof of all of ***'s excuses and delays with copies of the messages and a timeline which clearly shows how *** breached the contract as he was not diligent in performing his duties of the contract. 
  
  Sincerely,
  
  ***************************************

  

  Business Response

  Date: 12/14/2022

  As stated previously,my company was ready,willing and able to complete the installation of this pool.We were actually onsite,with the equipment necessary to begin digging, when it was learned a ******* cable would need to moved (the customer had said there were not utilities to be concerned with but 811 call proved that to be incorrect),which meant we had to wait a few days until that work was completed by *******. Prior to the ******* cable delay,we had already had all the electrical work completed by licensed electrician, and had installed the heater,the pump,the filter,an intellichem, as well as the light and salt generator transformers. To be clear,************************ terminated the contract even after all this work had been completed .While we certainly understood her frustrations with the delay concerning the moving of the cable,we were surprised by the abrupt cancellation.As previously noted,we take our work very seriously and have happy customers all over the Denver metropolitan area.We were disappointed we were not allowed to complete our work for Mrs. ***********************************

  Customer Answer

  Date: 12/16/2022

   
  Complaint: 18189698
  
  I am rejecting this response because:

  We signed the pool contract July 20, 2021 and as of October 9, 2022, 15 months later, *** still hadnt begun the installation of the pool. 15 months with no start to construction is an unreasonable amount of time and clearly proves that *** was never ready and willing to even start the installation. The entire 15 months with no start to construction was entirely due to Bobs delays.

  
  At no point was *** ready or able to complete the installation of the pool.Only after we cancelled the contract due to Bobs unreasonable delays, did *** say he could be on-site the next day to start digging. The pool equipment *** mentioned is a much smaller part of the pool contract. It took *** only half a day to install the pool equipment. The installation of the pool itself is the primary part of the contract. Its listed first in the contract. *** did not begin digging after 15 months. Furthermore, *** takes credit for the electrical work,but it was up to us to collect bids, hire, monitor, and pay the electrical contractor. It was ********************** company that did the electrical work,not Denver Pools and Spas.

  
  It was Bobs responsibility to call 811 and determine whether there were buried lines that needed to be moved. *** told us that the ******* line needed to be moved on Sept 13, 2022. We worked with ******* immediately and it was moved and buried on Sept 21, 2022 just 8 days later. At no point did we say there were not utilities to be concerned with. *** was onsite late in the afternoon on September 13, 2022, ONLY to drop off his Bobcat. He had no intent to start digging. I know he wasnt ready because I asked him, as he walked away to leave, when he was going to start digging and he informed us that he still had to finish another job and couldnt start ours for a couple more weeks! *** saying he was onsite September 13th to start work is completely false and my text messages and timeline of events clearly prove that. It is also false that the delay to start digging was due to the ******* line because it was moved and *** still wasnt ready. By October 9th (26 days after the bobcat was brought to our place and 18 days since ******* line moved and buried),due to **** excuses and delays, he still had made no attempt to start the installation.

  
  By October 9th, we became so frustrated with **** unethical business practices, his lack of communication, and delays that we had enough and decided to terminate the contract. We had a lawyer review the contract and he confirmed that the contract does NOT mention that no refunds will be given except in regards to the deposit, so we are entitled to a refund of $21,551.24 ($17,350.76 for order of pool, and $4,200.48 for equipment).

  
  A check in the amount of $17,350.76 for order of pool was sent to *** immediately upon his request on January 7, *************************************************************************************** 2-3 weeks. As of October 9, 2022, we had no pool and *** hadnt started installation. I asked *** for details on our pool order, specifically, the date he ordered it, the date it went into production, and the date it was completed. *** refused. I called ****** Pools for the information on our order and was advised that they cannot provide this information and that details of our order HAS TO BE provided by our contractor ***. I asked *** again for the information and again he refused.I called and talked to **************** sales rep for ********, *****, and he also confirmed that we must get the details from ***. When I told him *** is refusing, he said this was very basic information we were asking for and he couldnt understand why *** wouldnt give it to us. ***** tried to talk to *** to convince him to give us the order details and still *** refused. We paid *** to order the pool and he refuses to provide us any information on our order which we are entitled to. A company like Bobs that takes a clients money and then refuse to deliver and provide basic details on the order is unethical.

  
  The pool equipment is useless to us without the pool. When *** installed the equipment, he took the boxes they all came in with him so we cant return the equipment to the manufacturers or even sell them.  

  
  Due to Bobs unethical business practices and his breach of the contract,which we have clearly proved over and over again, we request the refund of $21,551.24, which we are entitled to.

  Sincerely,
  
  ***************************************

  

  Business Response

  Date: 02/09/2023

  *************************************** will not getting any refunds

  Customer Answer

  Date: 02/13/2023

   
  Complaint: 18189698
  
  I am rejecting this response because: I am owed a refund. *** is not working to resolve the issue at all with us. First of all, the contract does not say that there are no refunds except for the deposit so, we are owed a refund. Secondly, we believe that the $17,350.76 we paid to *** to order the pool shell was never provided by *** to ****** Pools so he is illegally and unethically keeping our money. *** was able to cancel the pool order no problem and ****** Pools is going to resell the shell to someone else. Again, no money out of ***'s pocket. It's one of their most popular pool shells, not custom. Since, *** has not paid the $17,350.76 to ****** pools, and the contract doesn't say no refunds, we are entitled to a refund of $17,350.76. This amount needs to returned to us immediately. 
  
  Sincerely,
  
  ***************************************