‘It’s just a horrible situation’: Failed pool installations cost homeowners thousands

WILLIAMSBURG, Va. (WRIC) — Multiple unsatisfied customers of a licensed Williamsburg pool company told 8News they were left with few answers after their pool installation plans didn't stay afloat. The state says there is a safety net in place.

As Beckwith Hastings showed 8News her backyard pool in James City County, she explained her dreams for the area were far greater than a place to spend her summers.

(Photo: Jakobi Davis, 8News)

"This pool was designed specifically to help families with needs," she said.

It was a place where she planned to help people with sensory needs learn how to swim. As the owner of Speech and Swim, Hastings says she hoped to take her lessons from various locations throughout the community to her home, where she could offer more swim sessions in a controlled environment.

"I work with individuals with communication difficulties, so a lot of times that [includes] students with autism, students with Down syndrome, I also work with adults with strokes or traumatic brain injuries," Hastings said.

(Photo: Jakobi Davis, 8News)

To make her dreams a reality, Hastings said she saved $75,000 over the course of seven years. After taking recommendations and doing her research, she paid Max Pools and Spas, a Williamsburg-based pool company, to complete the job.

In April, Hastings says the pool was installed. After crews filled the pool, she said she started to notice some issues above and beneath the surface, including cracks in the concrete, bulging on the pool wall and pool equipment that was never delivered.

While the company's Facebook page promises fast and strong pools, Hastings said that when she tried to get her concerns addressed, nothing was done. By the summer, she says the company ghosted her.

(Photo: Jakobi Davis, 8News)

Fellow James City County residents Samantha and Mark Redman shared a similar story with 8News. After putting down nearly $64,000 on a new pool, all they left to show for their project is a giant hole in their backyard.

“It's just a horrible situation," said Samantha Redman.

They said crews dug the hole in April after signing a contract with the company in 2024. Despite work being started this summer, the Redmans say the company never came back to finish the project and they've also heard radio silence when asking what's next.

(Photo: Jakobi Davis, 8News)

Another customer in Williamsburg told 8News they too paid tens of thousands of dollars toward their pool, but instead of a pool or even a hole, they have not had any work done at all.

8News found other concerns beyond the company's work. The website previously associated with the company appears to be down. 8News visited the Williamsburg business location during business hours and the door was locked.

According to the Department of Professional and Occupational Regulation, the pool company is an active licensed contractor. Free Williams, the Director of Adjudication with the department, says that, in cases where customers believe they have fallen victim to a dishonest licensed contractor, resources through the state's contractor recovery fund are available.

“We want to help homeowners who have been victimized by fraud or other misdeeds by contractors," Williams said.

In order to recoup funds lost, customers must first make a good-faith effort to get their money back and win a civil judgment in court.

Lawmakers recently increased the amount consumers can get back if they qualify. Those filing a single claim against a contractor can now receive $30,000, which is up from $20,000. Multiple claims against the same contractor receive an even bigger boost -- now consumers can receive $100,000, up from $40,000.

“I understand that the cost of home improvement projects has increased. And even with a 50% increase in the maximum claim amount, it's going to fall short of what some consumers are out," Williams said.

While customers are encouraged to use the contractor recovery fund as a safety net, Williams also encourages anyone looking to hire a contractor to first use the department's look-up tool to see if they are licensed.

The Redmans and Hastings say they did their research before hiring Max Pools and Spas and now their research continues as they've explored both civil and criminal options to recoup funds and hold the company accountable.

Law enforcement agencies in Williamsburg, James City County and Gloucester told 8News criminal investigations involving Max Pools and Spas are ongoing.

When 8News contacted the attorney representing Max Pools and Spas, their attorney shared the following statement:

“At Max Pools and Spas, we believe in honesty, accountability, and putting our customers first. Recently, we discovered that one of the co-owners of our company allegedly engaged in significant financial misconduct involving company and client funds. This co-owner is no longer with MaxPools and Spas, and has not been since June 2025. Further, we are currently investigating this matter with law enforcement, private legal counsel, and financial professionals to determine the full extent of this potential embezzlement so that we can take all appropriate civil and criminal actions against him. While this situation is deeply disappointing, our priority remains clear: we are committed to serving our customers and ensuring that those affected are made whole. We are actively communicating with each customer impacted, and we are putting additional safeguards in place to protect against this ever happening again. In the meantime, we actively encourage these customers to contact their local law enforcement agency, and we will provide our full cooperation in bringing our ex-owner to justice. Our project management team and remaining ownership are fully committed to continuing operations and completing every job with the quality and professionalism our customers expect. We appreciate your patience, trust, and understanding as we navigate this uncertain process. If you have questions or concerns, please reach out to us directly at maxpoolsrva@gmail.com.”