ComplaintsforDutch Barn, LLC

• Initial Complaint

  09/02/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We signed a contract over ****************************************************************************** our backyard on July 17, 2023. We have paid $152,833 of the total project price of $164,623. We were told that the project would be 8-12 weeks long once the pool was placed in our yard, depending on weather. That was over 13 months ago! The project has still not been completed. We have asked numerous times for a project schedule and have been told one will be created and this has never been done. About 4 months ago we asked for a meeting with the owners and did not even receive a response. Over the past 13 months, we have sent 100's of correspondences via email, texts, and phone calls asking for communication, updates, a schedule, anything. Weeks go by with no communication and no work completed. When work is done it is one single item at a time and done with very little to no direction, no validation, and no accountability for the workers or the work being done. We just want our project 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

  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 response

  10/14/2024

   
  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,
  
  ******* *******

  

  Business response

  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. 

  Customer response

  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

  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 response

  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

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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 or issue a full refund!

  

  Business response

  06/11/2024

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

   

• Initial Complaint

  10/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  We built a pool with ** and were part of a promotion to receive 2 Ledge Lounger Adirondack chairs, retail value of $999/each. The chairs were delivered to their distributor on 9/18/23, received by *****, and Dutch Barn is refusing to pay the distributor for the release of the chairs. I have this information because a representative of ** called to informed me the chairs were on back order and they had no estimated ship date available. I called ********************* with the ** rep on the phone and got the above information. Dutch Barn said they were given the wrong information from someone who he could not identify when questioned. This action is in line with the lies, non communication, delays and unprofessional behavior we experienced during the entire build process with this company.

  

  Business response

  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. 

  Customer response

  10/09/2023

   
  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

  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 response

  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

  08/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  06/26/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Our contract was for an inground pool with tanning ledge, slide, hot tub, pavers, landscaping, driveway and concrete pad. Project started 10/2022. We are still waiting on our pool lights, fixing a leak on the pump, hot tub, concrete driveway, and landscaping. They are unresponsive to emails and calls. I want the product that I paid for - immediately, done right, and cost of pad removed.Billed based on contract milestones only geared towards pool progress. #1 - 50% to start, 10/26 75% pool pad, #3 12/8 95% for framing collar. Several emails re concern at lack of progress and paying 95% where they assured us we were not behind schedule (in what universe). 12/16 - ********************* assured us they had every intention of finishing by end of March 1/19/23 checked on progress after their winter "break". No answer. Feb 4 - same.Feb - leveled out ground for pavers but dug too deep, not properly reading survey, and fact that we prev. had a raised patio (so pool was too low) 2/25 - met 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

  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.

  Customer response

  08/26/2023

   
  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,
  
  ***************************

  

  Business response

  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 

• Initial Complaint

  09/19/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 1/7/2022 we made contact with *************************, designer for Dutch Barn Pools, the purpose was to purchase designs for a pool remodel and landscaping. The fee for this was $1,500.00.On 1/13/2022 agreed to pay for the designs. (5 revisions allowed).. 2/9/2022- We received rough draft designs 2/26/2022- Meeting at the house with ***** and ********, owner of dutch barn and ***************** 3/1/2022 We signed our initial agreement. 3/14/2022 Demo started 3/30/2022 Design updates pending/Selections for pool liner, pavers, lighting, are being made. 4/8/2022- Email to communicate the Pool Pad location will not work, on top of existing water lines. We spray painted a new spot that is free of obstacles, emails sent, with photo to place the pad on, dated 4/8/2022, sent to ***** and ***************** 4/11/2022- Notified pad is in the wrong place, placed it feet away from our painted area, and closer than agreed upon. Also noted that the pad was cracked and less than 2" which is not industry standard. We request them to move the pad, pouring a pad that is a minimum of 3-4" with a gravel base on the area we painted out, per industry standards. They came back and laid a thicker pad on the exact same spot that the old was. We again in writing requested them move it, they refused, and told us we would have to pay to have it moved. Demo for 1-2 weeks in April 5/11/22- Meeting with ****, to get pricing on structure as we wait for the supplies to come in for the pool. Dutch barn quotes us but refuses to give us anything in writing as to what it would include. We request 6x a written quote with a break down, they refuse. End ********* starts back. We raise concern over the fact that there are code violations (Gas and electric lines in the same trench/touching, All pavers DEFECTIVE/STAINED-also USED WRONG PAVERS FOR WALLS, REFUSING TO FIX, Manufacturer agrees, to replace. DUTCH BARN IS REFUSING TO FINISH. NO LONGER COMMUNICATIING. THEY HAVE >90% OF THE ***** FOR THE PROJECT.

  

  Business response

  10/01/2022

  We are currently working with the homeowner the job was never abandoned.

• Initial Complaint

  03/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We installed a pool and landscaping with this company in September of 2020. Although our pool was completed in late November, they refused to clean it before closing it for the winter. This led to staining on our pool shell when it was opened the following spring. They threw a few chemicals in it they said would work (it didnt) and told us the water was safe for our children to swim in (it wasnt). Despite numerous attempts to address this with ***** their pool specialist. We were left on our own to address the stains or live with them. Next, our landscaping was also installed in late November in a dormant state. What we found in the spring is that it basically meant dead or dying. Despite multiple texts/emails and guarantees that they would make it right we are still sitting with sick and dying bushes. Lastly, our paver walkway they installed needs attention and for MONTHS last year I was told they would address it with ***** the project manager who has never called/emailed or stopped by to rectify the issues. They simply wait out your warranty and move on.

  

  Business response

  03/18/2022

  The pool project in question was finished in November of 2020. It is a normal practice in our business to close the pool down without a cleaning when it is this late in the season. We do want to emphasize that we cleaned it very thoroughly upon their free opening the following season in the spring of 2021 as promised. The stains in question were a build up of dirt, debris and calcium. We went out numerous times with chemicals to scrub off the settlement as well as added more chemicals to help the areas in question become clear and clean of any other settlement- after a period of 2 -3 weeks the settlement was completely removed from the fiberglass walls and shell and no other issues have arisen from this matter. The water has always been safe for the homeowners children to swim in upon start-up. If they opt out of doing the maintenance packages with us, they are then responsible for the chemical balancing. 

  
  The bushes were examined by our landscape expert/architect/previous owner in person. He stated that the bushes are completely fine. If you were to look at the pictures from the homeowner the dead spots are from normal annual shedding and towards the bottom you can tell the empty spots are from dogs urinating. The paver walkway does need to be corrected but we need to use the polymeric sand. To lay down polymeric sand there needs to be a consistent stretch of warm weather. This complaint also was submitted after our project manager ***** responded to her yesterday and asked when they are available to go over everything. 
  

  
  

*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. ↩