Ashley Verhagen said she researched several pool companies last winter.
“Brian (Roy) was really the only one who came back and said what we wanted to hear, told us we would have a pool by the end of June, so we were sold,” said Verhagen.
They have the pool, but it’s still in boxes on their driveway.
Verhagen of Lisbon said she signed a contract with Roy’s Pools on February 24th and was told that the pool would be ordered by February 27th.
She told NBC Connecticut the company later told her it wouldn’t arrive before August due to delays related to Covid.
Verhagen said when she contacted the pool dealer and told her that Roy’s Pools didn’t order the pool until the end of March. The distributor then worked to get Verhagen their pool by July.
However, she said Roy’s Pools didn’t start work on site until September and never came back after working eight hours over two days.
“We basically still have a hole in our garden without a pool and we have not been notified that they will not be coming back,” said Verhagen, pointing to a gravel slab in her garden.
Roy’s Pools in Canterbury is the subject of eight complaints under investigation by the Connecticut Department of Consumer Protection, according to an agency spokesman.
NBC Connecticut left messages on owner Brian Roy on the personal cell phone number he gave to his customers and visited his store, which was not open. He then called to ask us to leave his property and declined to comment on the investigation.
According to the state’s online license portal, the previous business owner’s swimming pool construction license expired in 2016. Consumer protection said the current owner, Brian Roy, only has a building contractor license.
According to the DCP, the authorization to become a building contractor for do-it-yourself work also enables non-commercial work. Swimming Pool Contractor, a separate license, allows the owner to carry out maintenance and repair work that includes plumbing, heating, electrical and concrete work. It’s a limited license for pools and spas.
NBC Connecticut asked DCP if Roy’s contractor license would allow him to install a pool.
“No. There is an additional license for this. Do-it-yourselfers are very limited in their scope of work. Our investigation examines whether the work performed by him was outside the scope of his license,” said the DCP spokesman.
Verhagen said DCP told her that the pool distributor could mortgage her house if Roy’s Pools didn’t pay the dealer in full for the pool.
“We just don’t trust them. I mean, how can you. We have had a terrible experience in the last 10 months, ”said Verhagen.
The Verhagens, both in the military, say they paid 60% of the total cost of the project to Roy with two checks totaling $ 13,000.
“They both cleaned up our bank accounts,” said Verhagen. “I absolutely have a feeling that our money has been stolen.”
Not only are their bank accounts empty, but so are their five-year-old son.
“He sees it every day in the garden and asks ‘When can we swim in our pool?’ But we’re not sure if he will ever do that, ”said Verhagen.
She said her son took swimming lessons last summer to prepare for a swim in his pool.