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:05/07/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

   
  Complaint: 23299695
  
  I am rejecting this response because: it is absolutely false. They have broken every promise to return our money. We agreed to accept less than we were due in order to get at least part of our money back. Our lawyer, at our expense, drafted an agreement for a partial refund or money and Dutch Barn accepted the terms which required payment in full on or about January 31, 2025. Requests for payment were ignored after that date. On February 28, I drove to their office 50 miles away from my home to demand the refund. I was told the *** was not in and that manager ***** ***** would personally drop off the check in 5 days time.   After that, almost all communication was via text between ***** ***** and me. A transcript of those text messages with ***** ***** is attached. The last text from ***** promises a check for $2,500 by 6pm on 5/9/25. I did not refuse to accept this offer.  It did not materialize.  That is the last we heard from them.
  
  Sincerely,
  
  ***** ******* to in an email dated 1/25/25. In that email payment was to be made on of before 1/31/25. Despite repeated promises, to date, no money has been returned.

  Business Response

  Date: 06/10/2025

  We offered to work with the ******* residence. We were trying to make it right over weekly payments to which the ******* family declined. They insisted they are only accepting payment in full and filed with the BBB as well as with the attorney general. We are still willing to work out a payment plan to get them squared away. 
  

• Initial Complaint

  Date:04/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  We had an outdoor grill and small patio extension completed in July 2021. The overall job cost was approximately $25K. We started to have issues with the outside pavers falling in the summer of 2022. After repeated calls to Dutch Barn, someone came out and made minor repairs. Fast forward to Summer 2023/2024 with continues paver issues and a grill falling off the granite were the hole was cut. Again multiple calls to Dutch Barn went unanswered as well as multiple online inquiries. We ended up paying another company to add a small row of cement to the paver edge to stop the falling after dutch barn tried to pack it with dirt. I contact dutch barn yet again in April of 2025 for more paver issues and some help with the grill. Someone finally came out after an online inquiry and 4 back to back calls. The gentlemen said the hole for the grill was cut to big and he also acknowledged the paver issue and said normally they put a wall up but none was there. He said he would do his best to work with us but all of sudden now we are out of warranty. That visit was Friday April 11th. He said we would have an update that weekend or Monday. After again multiple calls for updates, he said they could repair the pavers for $800 but the granite was through a 3rd party and that cost is up to them. My overall job was through dutch barn and I paid them directly though. He asked if there were before and after pics shared with me from the contractor and there were not. I do not feel i should be responsible for any of this repair from a job that appears poorly done from the start.

• Initial Complaint

  Date:03/05/2025

  Type:Service or Repair 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.

   
  Complaint: 23025207
  
  I am rejecting this response because:  Dutch Barns response is grossly inaccurate and a fabricated version of the truth. I have supporting documentation to counter any of their claims. No need to go along with this charade as you can read prior complaints that all list the same issues and the same inaccurate and false claims Dutch Barns responses make. They are welcome to come back in April which I have supporting documentation to both the scheduled date emailed by Dutch Barn and the  another email stating they cannot come back in April and are left with no choice but to take legal action. The only slight error on my part is I had April 6 but the actual date they told me is April 9. This is not a big deal and not sure why ***** is confused as DB created the April 9 date. Its  also proof that ***** does not talk to anyone else in his company or check any details or he would have checked the scheduled opening. But instead hes having a mental breakdown over April 6  and threatening legal action ( see attachments .)

   

  As with my last response, they are welcome to come back in April for their scheduled appointment which they confirmed and complete the work. Upon completion and confirmation of full operation of the services they were contracted to provide, they will be paid the balanced owed to them. They are to email me their response within 72 hours that they will either come back in April and complete the work or they are choosing not to. At this point I need to consider next steps to have this project completed or I just spent $250,000 and dont have what I paid for. With pools opening in April I will need to know very soon who needs to come out to open the pool and test the equipment. Appointments need to be booked ahead of time to be on the schedule for April.

   

  Why Dutch Barn is choosing to take this illogical and aggressive approach to good paying customers is highly unusual and really makes no sense at all. All I can conclude is this company is run by a group of people that take s***** pleasure is being argumentative and confrontational and have a lack of accountability and self awareness to their own incompetence.  
  

  Please advise if Dutch Barn is confirming their appointment for April and completing the work or  choosing not to come back and taking legal action as they have claimed.  

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

  omeone out to fix one issue and cause another are overwhelming. Now they want final payment and threatening legal action to me/ their customer because they claim theyve completed the work. They missed their contracted end date of Oct 1, 2024, and we dont know if the pool works. They want me to open the pool in March while its still freezing temps so they can get their final payment. Except every pool authority suggests not to open a pool in IL till April to avoid any damage. I am so exhausted. I would not want anyone to go through this experience. I cannot at all in conscience recommmend doing business with this company because they will be in for an awful and stressful Experience. All they have to do is wait 30 days to complete the project and get paid. But in the last **************************************************************************************************************** April to open the pool as we scheduled and complete the work.

  Business Response

  Date: 03/05/2025

  Regarding the plumbing for the water features, we initially installed them to run individually, as per the customers contract. At their request, we subsequently modified the plumbing to allow the water features to run together at no additional charge.
  
  The issue with the outdoor lighting was not with the fixtures, but rather a faulty transformer that was replaced under the manufacturer's warranty. The original fixtures are in place, and they are functioning correctly.
  
  Regarding the fire bowls, I can assure you that the correct wiring was used, and both are operational. We verified that during our on-site testing on Monday, and we also took photos.
  
  As per the customers contract, the project is complete, and the final payment is due. We understand their hesitation about the functionality of some elements. We have offered to demonstrate their proper operation, but the customer has denied us access to the property. Please remember that the pool was functioning correctly when they were using it in September and October 2024, before the final inspection and project closeout.
  
  We are disappointed that the customers have resorted to slander and defamation rather than continuing our dialogue. We have made many attempts to amicably resolve this matter, and we have offered alternate payment arrangements if necessary.
  
  Additionally, I must respectfully disagree with the customers claim that we refused to return in April. I recall the customer demanding via email that we arrive on Sunday, April 6 to open their pool and collect the final payment. Unfortunately, we are unavailable on Sundays. We have since offered numerous alternative dates to both open the pool and collect the final payment. I respectfully urge them to reconsider their position and work with us to resolve this matter in a professional manner. 
  The customer owes $28,600.00 and has been putting off payment since the beginning of February 2025. They always have an excuse, and it changes every week. We completed the project, and the Village of ********* has issued final inspection approval. The customer swam in their pool in September and October 2024, and even enjoyed their backyard. We offered to open their pool again next week for a test run, then close the pool until their requested opening date the first week of April, but they refused, and they are being uncooperative. I think we have been more than reasonable. The attached photos clearly show the beauty and detail of the work. There is no legitimate reason for this person to be withholding final payment on a project that's been done and approved, especially since they've already been using the finished product.

  Business Response

  Date: 03/06/2025

  The homeowners have a signed contract that upon completion that the payment is due in full.  The project is currently complete.  We want the ****** review removed as well as the BBB complaint removed.  If these both happen immediately, we agree to open the pool on April 7th.  Once the pool is opened on April 7th and everything is proven to be operational we expect payment to be that same day.  We will be happy to provide final waiver for said payment upon receipt.

  Customer Answer

  Date: 03/06/2025

   
  Complaint: 23025207
  
  I am rejecting this response because: The project is not complete despite their false claim. No one has ever run the pool after they re/plumbed the pooling filtration system. As their historical track record shows things have not been installed correctly. We will know if the work is complete only after the pool can be operated which can only happen after pool opening in April. I will not be removing my complaints or reviews. Only a company who has zero confidence and zero intention of delivering on their contract would be pushing for final payment without ever proving anything actually works. If Dutch Barn had good intentions they would wait till April and do a run through and get their final payment. 
  

  So once again, I am asking are they coming back in April to open the pool and go through final inspection. If they deny this offer to remedy the matter, I will consider next steps. 
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:09/02/2024

  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.

   
  Complaint: 22230505
  
  I am rejecting this response because: Please forgive my delayed response. The BBB emails went to my junk folder.
  I do not agree with the Dutchbarns response. They still have not finished the project. Also they have not been communicating during the project unless I ask questions. They go weeks and sometimes months with no communication. It has been at least two weeks since the last communication and that was because I asked a question.
  Please continue the dispute. This business is horrible and I do not want anyone else going through what we have been through. We just want them to finish so we can be done with them.
  
  
  Sincerely,
  
  ******* *******roject completed or a refund for the remining work and items we have purchased. This business is being run very poorly. We are at our wits end. Please help us.

  Business Response

  Date: 09/27/2024

  We have been completing this job for the last 2 weeks and should be completed in another 2 weeks. This complaint should be removed as we have been in communication with the homeowner during the process. 

  Customer Answer

  Date: 11/06/2024

   
  Complaint: 22230505
  
  I am rejecting this response because: I cannot trust this company to finish the job properly or in a timely manner. Therefore, I cannot in good conscience agree to removing this complaint.  
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 11/01/2024

  We have been in communication with this customer throughout the entire project. Members of our team had been out this week to meet with the homeowner to address an issue with his speaker system. The team is working on getting that resolved currently. Outside of that we have one more item to install (AutoCover). Once we have that material in our hands, we will install immediately. Upon completion of the Autocover installation the project will be completed. 

  Business Response

  Date: 11/06/2024

  We have knocked out a number of the remaining items since the original complaint. All that is left is the installation of the AutoCover Fabric & hook up of the AutoCover switch. Another remaining item is to swap out the amp on the speaker system under warranty as there is a glitch in the system and we believe it may be the amp. We have been in communication with the customer and he is aware this is all that is left. This is a back and forth battle through the BBB. We plan on finishing the job soon. The customer still has a substantial remaining balance to be due upon completion of the project, which is why we would like to complete the project just as much as the customer wants us to. 

  Customer Answer

  Date: 11/12/2024

   
  Complaint: 22230505
  
  I am rejecting this response because: Once again, the company has said many things over the last 3 years, and very rarely follows through. I will believe the project is complete when it is complete.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:06/19/2024

  Type:Service or Repair 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.

  we hired dutch barn to put an inground pool in our backyard during the fall of 2022.We have had nothig but problems with them and the only time they communicate regularly with us is to collect money.FIrst the pool was supposed to be completed last summer.After many delays it was promised to be completed by May 13 this year.It is not completed. We ordered a pool cover, paid for it in full(because that was required) and do not have it. Despite the fact that they told us the cover was in and ready to go(on more than one occasion) we were recently told that this was not true. Every time the company tell us (-promises us) that everything except the cover will be completed, they fail to come out. They don't respond to our calls, texts or emails.After weeks, when we finally speak to someone, they promise everything will be completed right away and then fail to fulfill their promise and offer no explanation. Again, when we call, email or text , they completely ignore us.We paid for everything in a timely manner and they have failed to meet any of our expectations or promises.

  Business Response

  Date: 06/19/2024

  We have been in contact with the customer. We have let them know that we will be back this week/next week to finish some of the remaining work. Their Auto Cover has been ordered and is on back order. Once we receive the Auto Cover we will be back to install it. The customer is not paid in full. The homeowner has a balance of $10,410.069 ($8,510.09 remaining on the pool project itself & $1,900.00 for electrical add on per the village requirements) that will be due upon completion of the project. 

• Initial Complaint

  Date:06/07/2024

  Type:Service or Repair 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.

  We contracted to have a pool and follow up landscaping completed. Contracted Fall *********************************************************** April, but absolutely latest by end of May. Project was nowhere near completion by event scheduled for early June... construction problems including nonfunctioning aspects of the pool, no further grading or landscaping done in the yard. Problems continued with pool system leaking water so the pool had to be constantly refilled to maintain levels and chemicals adjusted. Warning was giving that the further delays in completion would result in HOA fines from the neighborhood which did accumulate and have gone unaddressed for hundreds of dollars. Improvements and completion of landscaping elements were completed the week the pool was closed October 2023, although they still could not get the pool system connected and online as it was supposed to be, and company demanded payment in full asserting project was complete and all issues resolved, but we could not test fully until opening the pool Spring 2024. We did note that the electrical still seemed not to work and we were told that it was an issue with the sum pump so we went out and purchased a new one. Pool is still losing water when running, although at a slower rate, and electrical outlets installed did not work throughout the winter and continue to not work. It was not the pump as the same thing happened with a second and other items plugged in. Company has been notified and as soon as we made contact the first time, they have not taken any calls, returned messages, or emails and have not returned to address any items.

  Business Response

  Date: 07/02/2024

  Hi we have been in contact with ******** to resolve the open warranty items. And have updated her with a timeframe when we will be out.

• Initial Complaint

  Date:05/28/2024

  Type:Service or Repair 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.

  Complaint: 21767938
  
  I am rejecting this response because: they still have not finished the job. Please see below. I am getting an in-ground pool installed and have paid the required 60% plus a $17,000 deposit up to this point. 8 weeks in all I have is a big hole in my yard. First, they blamed the rain. Then they blamed the supplies not being in. I was told they would start back working today. The workers showed up and left within 10 mins. When asked why they left they stated they went to the wrong house. They can't even tell me when they will be here. The project manager is impossible to get in contact with and is only heard from when he wants to collect your checks. I wish I would have read the other reviews prior to hiring them. They are very accurate as I am going through the exact same thing. I want them to finish the job immediately. Since that post they have still yet to install the auto cover leaving me over the winter with a cheap tarp over my pool that has blown off. There is literally no excuse as to why this project is not complete! We are over a year into it and I am beyond fed up.
  
  Sincerely,
  
  ******* Frazier 

  Business Response

  Date: 06/11/2024

  we should have this resolved with the Homeowner we have been back on the project since last week.

   

  Business Response

  Date: 03/29/2025

  We are only waiting on our supplier to receive the autocover from manufacturing.  We are just as eager as the homeowner to complete this project, as the homeowner still has over a $6,000 balance due upon completion of the project.  As this is the only item left for project completion, we will be installing the autocover immediately upon arrival.  We are hoping to receive and install this autocover within the next two weeks.

  Customer Answer

  Date: 03/31/2025

   
  Complaint: 21767938
  
  I am rejecting this response because: This is not true. I have been told this since July of last year. I was also told in January that the cover was in and they were waiting on the weather to break. The latest update was last week saying it would be installed in a few days. Now the business is saying they are still waiting on the manufacturer?!? 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:10/06/2023

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

   
  Complaint: 20704531
  
  I am rejecting this response because:
  
  When I spoke to an employee at DB by the name of ****** he informed me the chairs were back ordered and there was no shipping date available. With ****** on the phone with me, I called Ledge Loungers directly and we, ****** & I, were informed the chairs were shipped to their distributor on 9/14/23. He said he was given misinformation by someone, he couldnt recall who, and he would follow up. My colleague was in the room during the entire conversation and can confirm these facts. 
  

  The chairs were part of a promotion and were included in my contract with DB. If the contract is defamation, then it should not have have been submitted to me for a signature and agreement to the terms. I am attaching a copy of the contract for your review.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 10/06/2023

  This homeowner is making false and defaming comments about our business.  The 2 chairs she refers to were free in a promotion and we have not received them from our supplier due to a miss communication on both our and the suppliers end.  The homeowner is telling lies about our company and has gotten out of hand to the point we will seek legal action for her defamation of character.  She is taking every avenue to bash us on social media over 2 chairs that were a free promotion that she will receive.  This post she made is slander. 

  Business Response

  Date: 10/09/2023

  The homeowner was informed on Saturday oct 7th by e-mail. That her Chairs that were a free promotion were ordered and would be delivered once we received them. 

  Customer Answer

  Date: 10/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/23/2023

  Type:Product 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.

  Hello,My name is *******************************, My husband and I purchased an inground pool on October 31, 2022 with Dutch Barn. They broke ground in March 2023. We have paid the project nearly in full. We initially owed $146,390, now we owe $7,319, the project is now where complete. We have not seen any updates to the project in the last eight weeks. There is minimal communication we leave voicemails, messages with reception, email the teams and rarely receive any response. We were given a date of August 21st for the workers to return to work and they never arrived and we were never given an explanation or a new date. The project is at BEST 50% completed. If there is anyway you could help with this issue that would be great. Thank you.

  Business Response

  Date: 08/24/2023

  ****** compliant should also be resolved as we have talked with the homeowner yesterday and now that the inspections have passed we will be back out to finish the job starting Monday 8/28/2023.

  Thank you,

• Initial Complaint

  Date:06/26/2023

  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.

   
  Complaint: 20241261
  
  I am rejecting this response because I need a commitment to a completion date that is ASAP. We continually ask but never get a date.  I appreciate that the lights are finally installed and drive finally prepped.

  I still need drive finished this week (hasn't been rain since inspection and none forecasted this week), hot tub installed, sod in front of drive, fix pool pump/heater leaks (not caulk), revised invoice showing credit for removed scope of other concrete pad and electrical line, fix pits & hairline cracks in a few pavers, and then end of season date for pool cover.
  
  Sincerely,
  
  ***************************

  to review the situation (now exposed foundation and 1-2 ft drop from door), After very heated discussion they offered to put in stairs and paver wall at cost. We agreed so we can move forward. Gave go ahead 3/2.3/13 started pavers but big gap in progress after that week 4/17 asked for update on pavers and landscaping because we had a party scheduled in May. 4/19 billed for the at cost paver fix.5/10 - Requested update on progress (pavers done week prior except final sand layer). *********************** responded they'd install slide and ledge that Saturday, no response on pavers Week of 5/15 - finally finished pavers 5/22 asked for update on hooking up slide/ledge, no response. Notified them to remove concrete pad due to permit issues 6/6 - called Bill for update, just said he requested us to be scheduled. Emailed request, no response.6/10 - left a negative review on ********* They then came that week to fix slide, ledge, heater.6/19 - requested update on remaining, no response. 6/25 - repeat.

  Business Response

  Date: 08/24/2023

  As for the ******** compliant we have only a couple items left to finish on this Job. We finished the lights in the pool this past Monday. We also received a pass inspection on the driveway today. The only items left on this project is to install the hot tube and pour the Driveway when the weather allows.

  Business Response

  Date: 08/29/2023

  We will be install hot tub on 9/7/2023 pouring their concrete on 9/11/2023 then installing sod on 9/15/2023. These are the dates the homeowner is looking for.  Thank you