Complaints

This profile includes complaints for Colley's Pools & Spas's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Colley's Pools & Spas has 4 locations, listed below.

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  Colley's Pools & Spas

  4953 Camp Rd Hamburg, NY 14075-2618

• 

  Colley's Pools & Spas

  5861 Transit Rd Clarence, NY 14051

• 

  Colley's Pools & Spas

  10222 McAllister Rd. Fredonia, NY 14063

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  Colley's Pool & Spas

  3066 W 26th St Erie, PA 16506-2534

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:06/06/2025

  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.

  We entered into a contract with Colley's Pools for the installation of an inground pool. Due to an unforeseen personal circumstance—my husband and I are separating—we needed to cancel the project. I notified our salesperson on February 22, 2025, who responded that he would escalate the matter to management to work toward a resolution.
  
  Despite multiple follow-ups by phone and email over the course of more than two months, we received no response until May 2, 2025. On that date, our salesperson emailed stating that our cancellation was subject to a 15% liquidated damages clause, and that we would receive a refund of only $3,011.00 from our original $12,050.00 deposit.
  
  I immediately responded, requesting documentation supporting the claimed damages. Liquidated damages are intended to compensate for actual lost costs, not to serve as a penalty for cancellation. To date, no work has been performed, no permits have been pulled, and no materials—custom or otherwise—have been ordered. The pool itself was a standard in-stock model that can be sold to another customer.
  
  Since May 2, I have repeatedly requested a copy of the signed contract and an itemized explanation of the claimed damages. I have also escalated the matter directly to Scott ****** (CEO) and Jeanine ****** (President) with no response from either. This week, we received a check for $3,011.00 in the mail, without any of the documentation we have been requesting. We will not be cashing the check until we receive a full and fair explanation and appropriate refund.
  
  We are extremely disappointed by the lack of communication, accountability, and transparency in this process. We are simply asking for evidence-based justification for the withheld funds, as is reasonable and legally appropriate.

  Business Response

  Date: 06/18/2025

  On October 12, 2024, the customer entered into an agreement for
  the purchase and installation of an in-ground pool, by signing a contract with
  Colley’s Pools and Spas.  The contract clearly
  states that there is no penalty or obligation if cancelled within three
  business dates and explains the procedure for cancellation. The contract further specifies that if the owner should “cancel
  this agreement at any time after the three-day cancellation period and prior to
  the commencement of work, Contractor shall have the right to 15% of the
  Contract price as liquidated damages.” As stated in the complaint, the
  contract was not cancelled until February 22, 2025 which is well past the three-day
  grace period for cancellations. As we have communicated to customer’s wife by email, we
  understand her frustration and certainly acknowledge that life circumstances
  can change unexpectedly. And while we are sympathetic to her family situation,
  we must adhere to the terms of our contract. We disagree with her reading of the contract and demand for
  cost information. The liquidated damages clause in our contract is not
  punitive; it is a fair assessment of damages to our business in the event of a
  customer’s late cancellation. Under NY law, these damages are assessed at the
  beginning of the contract, not at the time of cancellation, and they are not
  based on actual costs incurred. 

  Customer Answer

  Date: 06/18/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  The contract reads liquidated damages, as in the company had a loss of money because of the contract being broken. That was not the case. The company refuses to provide proof of lost funds or a copy of our signed contract.  
  
  Regards, 
  
  ***** ****

• Initial Complaint

  Date:08/16/2023

  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.

  On 9/21/22, Colley Pools (“Colley) closed our inground pool. When they closed it, they put the winter tarp cover on upside down. This dropped all types of leaves and organic material from the previous season, that had been folded up in the cover when Colley Pools opened the pool in spring 2022, into the pool. We contacted Colley to express our concern that it was put on upside down and that debris would be in the pool. Colley assured us that it doesn’t make a difference, the winterization chemicals would take care of things, and they did not need to come out and redo it.
  On 5/20/23, Colley opened our pool. 2 large brownish stains were on the wall near the floor. We immediately called Colley to notify them of the issue. We did not receive a call back. We then called several more times before finally getting to speak with someone, who assured us that the field manager ("FM") would call us back. After a couple days passed with no call back, my husband went to the store and waited for half an hour to speak with FM. He was shown pictures of the stains and agreed to send a tech out to treat the pool with algaecide. This lightened the stain but did not remove it.
  Throughout the summer we reached out to Colley many times. Each time we were told to continue to use algaecide and assure the water is properly maintained. We had the water tested at Colley and at ******** ***** as well home testing regularly. We continue to use shock and algaecide as recommended, to no avail. The large stain in the deep end lightens somewhat, yet remains, and darkens within days of treatment.
  The stain was not there when they closed the pool but was there when they opened it; obviously caused by the improper installation of the cover when it was put on upside down and all the leaves, etc. remained in our pool for the entire winter. They were notified of this concern immediately after the improper installation but failed to address the issue.

  Business Response

  Date: 08/17/2023

  Some dried debris may remain on both sides of a cover, and with a solid tarp cover, there is no right or wrong side.  As a courtesy, we treated their pool with Banish and shock and instructed them to keep the chlorine level high and brush the pool.  Staining can occur in any pool over the winter due to any organic debris including bugs and worms.  Algae stains can also occur if the water was not balanced prior to closing.  

  Customer Answer

  Date: 08/17/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  The stains to my pool liner were not there when they closed the pool; putting the cover on upside down which dropped leaves and debris from the previous year (that was on top of the cover) into the pool  They placed the tan side to the water and the black side up.  Note: As stated previously, we immediately notified them of their mistake.  I have researched the proper installation of a solid pool cover and found, according ****** **** * *** ******************* "Always put the colored side up, with the black side down (facing the water). Pool covers are specifically designed to be effective in this way, so make sure you always put the colored side up."  Further, when researching WHY IS ONE SIDE OF THE POOL COVER BLACK AND THE OTHER TAN, I found "The tan topside of this cover is coated to prevent damage caused by the sun's ultra-violet rays and the bottom side is black to prevent algae growth." The acceptable resolution remains the same as previously requested; safely and completely removal of the stain or replacement of the pool liner. 
  Regards, 
  
  ******** *******

  Business Response

  Date: 08/21/2023

  Kevin spoke to **** ****** last week and said he was closing this file.

• Initial Complaint

  Date:09/26/2022

  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.

  This company damaged our fence and have not made any attempt to fix it, we have paid them over 57K and they will not come and put the winter cover on until we pay them a balance of $500. Which was also an overcharge t-for the concrete that was poured- thy charged us for 3 ft. around the pool and when the concrete guy came he charged us again for the same concrete. Again they have not fixed the fence which is going to cost a lot more then $500 Dana does not call back or respond unless she wants something. They left a mess, when they put the chemicals in the pool it turned cloudy - we called and told them and no one came out. They broke the top to the skimmer and it has not been replaced- we did not want the solar cover - they charged us for it and now will not take it back. After our sale when the install came out they tried to put in a 5 foot pool when we order a 6 foot and I had to fight with them about that as well. They make you pay for everything up front so they get their money and then they do a half a---ed job and do not care. I have tried to reach the upper management team but I have not had any response back. Based on what I have read something needs to be done about this company

  Business Response

  Date: 10/24/2022

  We received this complaint for the first time on October 20.  All of the issues have been addressed and resolved except for the skimmer cover since this is the first we have heard of it.  Their project manager has been made aware of it.   We appreciate their patience as this is a major construction project.