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Business Profile

Pool Contractors

Form Pools & Spas

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pool Contractors.

Complaints

Customer Complaints Summary

  • 9 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/16/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Bought a spa from them few years ago, and could never get a hold of them. Would have to drive to their office, complain and then they would come out. The panels on the jacuzzi warped and they came and put screws in it. Messed them up. Replaced the one they broke. The hot tub has been slowly leaking for awhile now, they came out fixed it under warranty and now for a few months no one would get back to me. Now coast spa sent me a different contact for warranty work, and he’s not willing to work with them anymore because of all the issues.

  • Initial Complaint

    Date:09/20/2023

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    Ordered a spa cover for a coast spa on 4/25/2023 from Robert , was told it would be 3 weeks. They charged 1179.74 on my card, After three weeks i contacted Robert and he stated he ordered it and it would take another 6 weeks to check back the end of July. I tried to contact them and got a recording I left text and voice mail with no response. I drove to the Business and they are no longer there. Now What???

  • Initial Complaint

    Date:08/01/2023

    Type:Delivery Issues
    Status:
    Unanswered
    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 purchased a spa from them in June. Paid cash for a spa and accessories. We were promised delivery of a cover lift, chemicals and steps. We were also promised installation. We only received the spa and cover. We did not receive steps, cover, lift, chemicals, or installation by a technician. The business filed for bankruptcy and is not answering our attempts at contact regarding delivery of the rest of the materials we purchased.

  • Initial Complaint

    Date:07/31/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 signed a contract to build a pool and re-landscape our backyard in Sept 2021. They demolished our yard in April 2022. They dug the pool and had the gunnite completed by July 2022. Then we were left with no sprinkler system and piles of debris and dirt. In Feb 2023, they told us if we upgraded to pavers instead of concrete for our hardscape they could get the work done in 3 days. They deposited the pallets of pavers, cleared the snow into the pool and then it snowed 15” and we didn’t see them again until May. In May they did some retaining walls before disappearing again. Finally in June we took the landscaping over and got the project completed on 28 July 2023. Joy L** the only project manager left at Form Pools, told us they may go out of business but they were hopeful that they would be able to honor the contract when they opened their new company. As of today, July 31, 2023, we have discovered that all phone numbers for Form Pools are disconnected, the showroom is empty with a “we are closed” sign on the door and no one has been able to contact them. We have paid them for upgraded plaster, stone facing, and a salt water system which they have obviously not delivered. As per a discussion with Joy Loy in June 2023, he and Chip G******* are opening a new smaller pool company which may be called Mountain Modern Pool or Design.

  • Initial Complaint

    Date:07/28/2023

    Type:Order Issues
    Status:
    Unanswered
    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 Form Pools and Utah Landscaping to build and new pool and spa and complete the associated landscaping. We signed our contract in August of 2021 and after months of lies and deceit by Chip and his employees Chip informed us in June of 2023 they would be abandoning our project. We had paid for 80% of the project and we were far from complete. The contractors we interviewed to finish the project also confirmed most of the work Form did complete was not to industry standard and needed to be removed and replaced or repaired.

  • Initial Complaint

    Date:04/13/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 Form Pools in February 2022 to build a pool/spa in our backyard. We communicated directly with the owner, Chip G******* and he told us that the project would be completed in July/August 2022. Once we signed the contract, it was extremely difficult to get ahold of anyone at the company. Every step of the way our calls and texts were ignored asking for dates of when the project would progress. Our city inspection failed 7+ times and took multiple days/attempts to pass it. We were told "we build pools all 12 months of the year", but our project halted in September 2022. We have paid over $150k and haven't been able to get any answers from the company on when our project will resume. We finally asked Chip to contact us and let us know if his company is still in business. We have prepaid $18k in materials for plaster and tile that has not been installed. Rumor has it that the company is onboarding new projects/clients to pay to finish their current projects like ours. That is why they aren't returning calls and not finishing their contracted work. Very shady company and would plead with anyone to avoid working with them at all costs.

  • Initial Complaint

    Date:12/07/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 signed a contract for just over 192,500k with this company April 27, 2022 for a 6 week project of a spa install (paid separately, but to the same company and landscaping remodel(also previously paid for the design). Paid 77k deposit to pay for Zen Den and other materials May 3rd. June 9th they destroyed our entire backyard, no access except a 5ft drop off out our back door. Then for month continued to make excuses and barely do any work. Anything that was done was done incorrectly and had to be redone. In Sept we still had no yard and little to no work being done, but plenty of excuses. Sept 1rst went in person to meet at FORM. Then lots of promises and a 3-4 week timeline. Also asked for another payment. Paid 33k on Sept 16th. Work was getting done. Sept 20th requested another payment for materials particularly stone facing. Paid 20k Sept 23rd. Asked about the Zen Den since it should have been ordered at the very begining. No response. Sept 30th told they ordered Sod. Oct 14 still no sod, zen den or stone facing. Made another 20k payment. Oct 19th asked us to pay directly for stone facing and Zen Den. That was my breaking point. Oct 28th told they could not get sod and to do it ourselves, also if we wanted the Zen Den or Stone facing we had to get it ourselves. At this point we just want to be done with them. They have agreed that we have overpaid them 13,689.00. They are currently telling us they can't pay us back and are ignoring our calls, texts and emails. During this process we found several times they frauded us to get more money from us, also over charging and double charging that they admitted to. What if we wouldn't have gone through the itemized list? It's just horriable business and I want my money that they agreed they owe us back and to save anyone the nightmare they have put us through over the last 8mnths!

  • Initial Complaint

    Date:08/15/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Form installed a pool in my backyard in 2022. My current issue (many have been resolved, somewhat) is that the Screenlogic interface has not worked since shortly after install. The company sent several people out last year. All who looked at it said it was defective, but Form never sent a replacement. The manufacturer tells us to work with the distributor (Form). Form has gone non-responsive.

    Form has been extremely difficult to work with, has significant turnover in staff and does a horrible job of project management. We have been attempting to fix the plumbing and the plaster work is horrible, even after draining the pool repair. They upsold us an additional $15k for the fancy plaster that is horrible and is now unfixable, has rust stains and is rough and/or looks unfinished in multiple spots.

Form Pools & Spas is NOT a BBB Accredited Business.

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