Complaints

• Initial Complaint

  01/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Tropical Pools installed a swimming pool for ** in our Cape Coral, ** home. The pool came with a warranty for workmanship. Recently our pool technician told us that the pool is is leaking - in the recent rainstorms, the water level was noticeably down in our pool but all of the other pools he services were up.I've called and left messages twice with Tropical Pools and emailed them three times but have had no response. The address is **********************************************. I cannot even get a return call or email. I want to file a warranty claim but there is simply no response.

  Business response

  02/12/2024

  Tropical Pools Construction, LLC is in receipt of your complaint. We did send an email on Tuesday, January 16, ****, regarding a bucket test you could do for the pool but did not hear back from you in that regard.  Even though you did not respond to our email, we sent our service department personnel to your rental home on Friday, February 2, ****, and there were multiple people in the pool.  We cannot diagnose your issue properly with people in the pool.  We understand your issue and would like to request a date and time where renters will not be using the pool to properly complete our assessment of your issue.  If you can coordinate this for us, as we do not have your renter's information to contact them, it would be greatly appreciated.  We honor our warranty but without proper access to the pool, we cannot inspect the area for your complaint. 

  Customer response

  02/13/2024

   
  Complaint: 21209417
  
  I am rejecting this response because they have not remedied the issue, or even investigated it because they believe it might rain (see the response they sent you).  I do not live in ******* and so cannot perform testing by myself.  The pool is losing a lot of water and I need this problem fixed.
  
  Sincerely,
  
  *************************; 

  Business response

  02/13/2024

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

  Please advise when we can enter the property so that we can properly ascertain any issues that are wrong.  We have previously went to your rental home and there have been people in the pool, therefore we cannot diagnose an issue when there are people present that advise they are renting the home and do not want us there.  If we are sent away, we have to abide by the desires of the person asking us to leave.  If you could please send our service department ************************************ a ************* when we will not be interrupting the normal enjoyment of your rental home and its occupants, we will return to the diagnosis of any issues.  

• Initial Complaint

  12/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Our pool construction was started in March of 2022 and the inside of the pool was completed in September 2022. Since then, nobody from Tropical Pools has come to inspect the "finished product." When the inside of the pool was done, multiple pavers were broken or cracked by the people that did the inside finish. There are also pavers that were removed to move a pipe and then set back into place that are noticeably uneven and have a large hole in the middle from where the pipe was. I have been calling for months trying to get the pavers replaced. I even have the pavers here on the property, they just need to be replaced. Originally I was told to mark the ones that were broken and someone would be by to fix them. This was done in September. Nobody has been by to look at them since then. It is nearly impossible to speak with anyone in the office to assist in the matter and when I do speak with someone there are tons of excuses, most of which involve "we're having a hard time getting in touch with **************." Once the last payment was made our pool became out of sight, out of mind. It is ridiculous to spend this much money on a product to have a company refuse to finish it.

• Initial Complaint

  08/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I wrote an email to Joe, the owner of Tropical Pools Construction, LLC on June 15th, 2022. To date, I still have not heard back from him. We signed our contract in October 2021 and we were told "it would be no problem at all" to have the pool completed by summertime 2022. We were also told that it only takes 100-120 days from the time of the excavation. We are now at day 181 and still do not have a completion date from the company. The most recent issue is that the quartz piece on our spillway for the hot tub is off by over an inch and is noticeably crooked. They also installed a Junction Box, 2 feet high, 17 inches off the pool deck, directly center of the pool. This is not only a safety issue, but a complete eye sore that takes away from the overall look of our pool. The company is aware of the issues and Joes office staff has stated "it is not going to be fixed". The owner Joe also refuses to discuss any of the issues or meet with me, "until the pool is completed". We are not asking for perfection, but we are asking for professionalism. What we are getting, is far from it. What was originally an exciting process for my family and I, has turned into a major headache. While we are still excited to get the project completed, we would just like the issues to be corrected so my family and I can enjoy the pool.

  Business response

  08/29/2022

  Business Response /* (1000, 5, 2022/08/15) */ Company met with Mr. ******** on Saturday, August 13, 2022. Arrangements are being made to trim the spillway. We explained to Mr. ******** that junction boxes, per code, need to be 10 inches +/- above the 12 inch raised spa - we must follow proper code to pass inspections. Tropical Pools agreed to contribute $200 dollars to help offset landscaping costs to help hide the boxes.

• Initial Complaint

  05/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contacted Tropical Pools and signed a contract in July of 2021. We we're informed that the project would take 100 days from dig to completion. We were contacted in November 2021 to begin dig.It has been 6and a half months and we have had every excuse possible for completion of project. We paid alot of money for the project and are still not completed. They state issues from sub contractor to materials. Permits expire as well . This has been the worst. Nightmare I have ever experienced all I want is for my pool to be competed in a timely manner and it is way past that time. They offer nothing in return . I have had to change color of tiles , size of pavers and color of interior. As well. Still nothing in return except for more excuses

  Business response

  06/06/2022

  Business Response /* (1000, 5, 2022/05/19) */ Contact Name and Title: jack license holder Contact Phone: ************ Contact Email: *****@tropicalpoolsconstruction.com Cape coral building Dept. takes months to review and issue permits. then after permits are issued job goes on schedule. each phase takes a few weeks to get subs to arrive on the next phase, then all suppliers are back ordered for help and inventory, all manufacturers are behind due to material and lack of labor. some products are discontinued until further notice. these are facts of today's industry and not excuses! It's been the worst year and a half I've experienced in in 54 years of being in the pool business! we are doing all we can to get the project finished without giving up quality. the scheduler states the pool is set to be finished next week or two if all subs respond as their commitment. all other contractors are in the same condition.

• Initial Complaint

  05/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Tropical Pools finished installing our pool in July 2021. We noticed that an umbrella holder that was on the work order was not installed. Tropical Pools came out and installed the umbrella holder however the holder does not hold the umbrella straight. Tropical Pools has sent someone out to correct. I was told that it could not be corrected due to the wrong piece / holder being installed. I had a spirited with the owner Joe Willard who told me I go what I paid for and he intended to do nothing further. Since that point, I was have been told that I had the wrong size umbrella pole hindering them from correcting the issue - I have asked numerous times for Tropical Pools to give me what they feel is the correct pole size with no answer - these are all just excuses. We are approaching July when the construction part of our warranty will expire so I want to get this resolved - all I want is for my umbrella to be straight like every other umbrella I have seen installed with other pools. Also, since the construction of our pool by Tropical Pools we have used them for our weekly service - trying to be a loyal customer. In Feb 22, Tropical Pools informed us that they would no longer be doing weekly service in our area effective Feb 28 '22. I completely understand and respect that due to the lack of good service people to hire and keep they made a decision. We contracted a new pool service company. The first time the new company came out to service the pool, to my surprise there were numerous issues based on lack of quality weekly service from Tropical Pools. Quote from new pool service company - "if this were a public pool, the health department would shut it down" We had to pay the new pool company to correct the water quality, stains and other issues & we could not use the pools for 3 weeks. I have tried to have dialog with Tropical Pool about both issues and they are not responding.

  Business response

  06/22/2022

  Business Response /* (1000, 11, 2022/06/13) */ This question has been answered to the owner before. The umbrella holder installed will accommodate any pole up to 2 inches. Due to customer buying an umbrella under the 2 inch size, an adapter and proper sized insert needs to be purchased to accommodate this to rectify the holder. Tropical Pools Construction has instructed the owner to buy appropriately sized adapters so that this issue can be resolved. This is not a defect in workmanship, it is an adapter purchase that our customers must do to accommodate different sized umbrellas on the market. As for pool service, the owner had been happy for several months with our pool service and due to availability of technicians, we had to discontinue our service to our clients in that area. When the owners new pool service technician stated to the them "if this was a commercial pool, it would be shut down", we were surprised to be made aware as the chemicals needed for a commercial versus residential pool can be up to 4 times the amount to accommodate 20 to 50 persons, not the typical 2 to 6 persons in a residential pool. Due to rain, sun, body lotions, debris and amount of people in the pool - the chemical levels can be affected by the hour, so a pool can be out of balance due to a number of factors that can change very fast. Consumer Response /* (3000, 13, 2022/06/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Absolutely not do we accept this from the business - Tropical Pools Construction. It an absolute distortion of the facts. As for the chemicals - the new pool company / technician stated the pool would be shut down if it were a public pool not due to the chemical treatment / condition of the pool, it was the fact the chemical makeup of the pool was not at a level where it was preventing disease or potential infections due to using the pool. We were restricted from using the pool for about 4 weeks until the pool water was safe. Being a safe (disease / infection free) pool is not designated to public or private - they both so should be safe - our was not due the chemicals not being appropriate to keep the water safe. Also, the pool walls and bottom were cover in rust due to lack of proper servicing. We had to pay to have the rust removed from a brand-new pool. The new pool service technician stated that the pool did not look like it was only 9 month old - it looked like a 10+ year old pool. As far as the umbrella holder - I have reached out many times to get the correct diameter of the pool umbrella - I attached my most recent email - 6/13/2022 yet again attempting to get an answer. To the business's comment about the pole size needed to be 2 inch - see attached, the hole for the umbrella holder is less than 1.5 inches - the outer perimeter of the holder is about 2 inches but that part is not deep enough to hold the umbrella in place. Explain to me how a 2-inch diameter pole is going to fit in a 1.5-inch hole. Also - please see attached email dated November 10, 2021 from Susan stating - per Joe (the owner) the umbrella is what it is. We are not fixing it any more. We have tried numerous times with no satisfaction. Also note - see attached - an email from Susan on February 18, 2022 stating she spoke with Jack and said he is "still deciding how to make something work..." yet another acknowledgment that there is a problem. My guess is that Tropical Pools construction will continue to delay until the pool warranty expires next month - July 2022. Business Response /* (4000, 15, 2022/06/16) */ We refuse to go back and forth over the same issues over and over. We have had no complaints, but yours, for our pool service division. Pool chemicals can change hourly and depends on a number of conditions, so neither Tropical Pools nor the owner can provide a positive/negative reason why the chemicals were off balance. There is no use to repeat the umbrella scenario as it has been answered now. Take a tape measure and measure the opening to find the right umbrella you need to buy. As umbrellas come in all different sizes, again you would need an adapter if different than the pipe size. We consider this matter to be closed. Consumer Response /* (4200, 17, 2022/06/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Note that Tropical Pools Construction has noted the proper size for the pool umbrella is 2 inches - it is noted in their responses here. The question I have is how is a 2" umbrella pole going to fit into a holder that has an opening that is 1 3/8 inches - see attached image / evidence. The umbrella pole is GUESS WHAT - 1 3/8 inches in diameter - see attached as evidence. So - I measured the hole just as Tropical Pools stated / requested - the hole is 1 3/8 inches - Tropical Pools said to get an umbrella pole that is the same size as the hole - the umbrella pole is the same size as the hole 1 3/8 inches. I followed all the suggests from Tropical Pools and we still have an umbrella that is not straight. Please take a look at the attached images.

• Initial Complaint

  04/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hired Tropical Pools to install an inground pool last year. They did the lining this past November.. We immediately notified them the lining has white specs - where it didnt take. There are spots all throughout the pool. For months, we repeatedly followed up on the issue by email and it still has not been addressed. We finally got a response that the lining installers all had COVID. So we continued to be ignored on this issue. This week we were told it on us to follow up with the contractor they hired to do the lining.

  Business response

  04/29/2022

  Business Response /* (1000, 8, 2022/04/15) */ Business response taken verbally by BBB: Our interior subcontractor has recently connected and is working with the homeowner.

*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. ↩