Complaints

• Initial Complaint

  01/22/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Called for cost of service and if they could provide it. I was told $49 and that they could. 8/8/2024, he came, did not correct blockage (I had to hire another company to do the job), sent me a bill for $69. 8/12/2024, I called, requested a refund due to not correcting the problem nor charging the quoted cost, they agreed to refund. They then charged my credit card $72. I contested it with *******************, they stated they resolved it, refunded $72 to my card. 10/2024, I received and email requesting payment for "balance due". I sent them an email stating the above, no reply. 12/2024, I received another email stating the same. I again replied stating the above, again, no reply. 1/10/2024, I received an email threatening to sending me to collections. I again replied, no response. 1/20/2024, I received a collections notice stating "unbalance due $49.66".

  Business response

  01/22/2025

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

  I have read your complaint. I have researched the account notes and the repair that was done. I feel at this juncture; it is better for all of us if we zero out the balance and part ways amicably. We wish you the very best. Thank you.

  Customer response

  01/22/2025

   
  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,
  
  ***** M. ********* NP

• Initial Complaint

  12/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  A pool repair technician at Pool Troopers falsely claimed that my filtration system was unrepairable, leading me to feel misled and pressured into purchasing a more expensive solution that was not at all necessary. I went with another company who was able to perform the initial repair he was called out for, and I am now being charged for frivolous charges for services not performed. I cancelled weekly maintenance service very shortly after and was still charged for an entire month of service on top of being charged for services not performed. And lastly, I have been turned over to collections.

  Business response

  12/30/2024

  Ms. *******,

  I have reviewed the complaint, and I have reviewed your account notes and ***********************. I have asked my Accounts payable Department to issue you a refund in the amount that you have requested. We hope that is satisfactory. Thank you.

  Customer response

  12/30/2024

   
  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

  11/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We've been with Pool Troopers for 10 years.They replaced an old pool motor in November '22. In August '24, the $1500 new motor went out. We were told by tech that they have had problems with these units, it was replaced, and we moved on. A month later, the motor went out again. When the tech came out, he asked if we had any flooding during the hurricanes (we live in *******). I told him we are well above sea level and the backyard drains fine and that we never flood. We then spoke about options for replacement, either with the same motor since, again, these have a history of being unreliable or spending a little more and getting a better pump, but he would have to talk with a supervisor. I called about once a week to every other week and I was told each time that "someone was scheduled to come out and replace it shortly". After about 6 week of waiting, I finally received a call from a Field Supervisor who told me that they were unable to replace it because it has been flooded out by the hurricanes and that they were not responsible for fixing it. I once again told him that there was no way that it flooded. The Field Supervisor then asked me to supply pictures of our area surrounding the motor as proof that it didn't flood because he had not been out to our site... so... we were denied a replacement because it was "caused by the hurricanes" but the Field Manager never even came to look at it himself? I did do what was asked of me and sent him the pictures. The next day I received a call from the Field Manager who told me that "even if it wasn't the hurricanes that ruined the pump/motor, they were still unable to replace it because we have already had one replaced and they can not replace it again". I took it upon myself to contact *******, the manufacturer of the pool pump, who told me that it is still under warranty for another year, and yes, it can be replaced. I have been without a pool pump for 2 months, my pool is green and I need this replaced. HELP!

  Business response

  11/19/2024

  Mr. *******,

  I have read the complaint as well as discussed this with my Lead mechanics. The pump was installed in 2022 and carried a 3-year warranty on the motor. 90 days on labor/install work. Warranties cover you against mechanical failure of the motor but will not cover you if the motor is submerged by water during a natural disaster. We have determined that the area by your pool pump took on water (based on the photos we have) therefore, we are unable to cover it under the original warranty.

  We know that the storm was very destructive to a lot of peoples pool equipment, and we feel horrible that warranty does not cover that situation. Pool Troopers has offered to replace your pump and motor for the amount we pay for the unit only ($816.00) No labor charge, no PVC charge at all, just the pump and motor. We feel that is more than reasonable. You will have a brand new 3-year warranty when it is put in.

  Thank you for your time and consideration. If you wish to have this done, please call ****** @ ******************.

   

   

  Customer response

  11/19/2024

   
  Complaint: 22570025
  
  I am rejecting this response because:
  

  You are using the hurricanes as an excuse to not cover this equipment under warranty:

  1. We are 50ft above sea level and our area is not in a flood zone.

  2. Our backyard allows for ample drainage and our pool equipment is set on pavers, 3 inches above the flat ground.

  3. The only tech that came out and asked if we had any flooding during the storms, to which we did not, so I told him "no". The Field Manager, who never came out to my house to look at my equipment, called 6 weeks later and told me the pump was not covered under warranty because of storm damage... Again, he made this assumption after never visiting my home or looking at the equipment. He had to personally ask me to send him photos because he had not seen the equipment for himself.  When I sent my photos to him proving that our pump was never submerged under water, he called back the next day and told me "even though it may not have been caused by the storms, Pool Troopers can still not cover it because we have already had one replaced and we can not do it again."  

  I would like to see the proof Pool Troopers has in regards to my pump being "submerged under water" as the basis for not covering this pump under warranty.

  Sincerely,
  
  ******* *******

  Business response

  12/02/2024

  Mr. *******, Pool Troopers values you as a client. We feel offering you a pump and motor at our cost price ($816.00) is more than fair. After the replacement, you will have a new 3 year warranty on the motor. We do not offer such a deal to just anyone. We hope that we can move forward with this and get the pool operational ASAP.

  Again, we thank you for your business and loyalty.

  Pool Troopers

  Customer response

  12/02/2024

   
  Complaint: 22570025
  
  I am rejecting this response because:

  As you can see in their (Pool Troopers) initial response, they claimed that my warranty was denied due to the fact that they had "photos" and "proof" that my motor and pump were damaged due to flooding from the storms that came through.  I simply asked them to provide said proof that my motor/pump was flooded.  As you can see in their last response on December 2, 2024, no proof was provided.  Instead, they told me they thought it was "more than fair" that they are offering me a new pump/motor for half the cost.  No, I am sorry, but that is NOT how a warranty works.  It is a bad pump, and it still has one year left on its warranty.  Either provide your "proof" that my pump was flooded, or replace it under the warranty.  It is that simple.  Stop ignoring the situation.  I will NOT be paying anything for a new pump!
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  10/31/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Pool Troopers provides a weekly service to our pool and on 10/26 the agent spilled yellow pool chemicals on our white lanai pavers and stained around 9 of them. I have asked them to replace or clean the area where they stained our new lanai pavers with no response. Our pool is new and the Quality of Customer Support when ********************** provides the pool service is horrible. ****** their Naples Supervisor never returns phone calls and the agent who provides the service tells you he will fix the issue but does nothing. Its been quoted around $1,000.00 to fix the damage Pool Troopers did to our lanai pavers

  Business response

  10/31/2024

  Ms. *****,

  Thank you for bringing this to my attention. I have reached out to the Area Manager, ***** and he will investigate this situation. We will come up with a fair resolution very quickly. We thank you for your patience. We look forward to getting this settled asap.

  Best,

  ******* **********

  Pool Troopers

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for service in or around November 2023 for weekly pool cleaning and chemical supplies to maintain pool. However, the technician stopped coming weekly in January and my pool went green for several weeks and cost me several hundred dollars in chemicals to clear it up myself. Then again my pool goes green in March because it was not being serviced. Also, this company did not put in the required chemicals to restore my pool, leaving me again to spend hundreds of dollars to clear the pool myself. They breached the contract by not coming weekly as agreed to and are attempting to charge me for services never rendered. I should not owe them a *****. They should owe me for the chemicals to restore my pool twice while under their care.

  Business response

  09/30/2024

  BBB and Mr. ************** have researched your service records as well as the photos of each service. I do see in March the pool turned greenish due to poor filtration. Pool Troopers provided and installed a brand new $120 filter element to your system because of the mishap. They also remedied the issue by shocking the pool to be sure it had sufficient chemicals. The records do indicate that you received the correct visits for the amount charged. At this point the balance due is true and correct. We thank you for your time with our company and wish you the very best.

   

  Thank you.

  Pool Troopers

  Customer response

  10/01/2024

   
  Complaint: 22359776
  
  I am rejecting this response because: the service person did not come to my property several weeks. And it is not true that you guys restored the pool either time it went green this year. I had to shock it myself both times you let it go green. 
  
  Sincerely,
  
  ******** *****

  Business response

  10/01/2024

  Mr *****,

  We are sorry that you feel the way you do. That is unfortunate. We have done everything we are willing to do in this instance.

  We believe we were more than fair with you. We are sorry that you do not agree.

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  September 2023. Poll Troopers informed me that they would be raising my rate from ***** a month to ***** a month. I told them that was unacceptable, and I fired them. I told that person they were not living up to the terms of my contract, and I would not pay for an increase for poor service. I left them before the increase came in. Months prior to that I was fighting them for months over the fact that they double billed me for atleast 3 months. They were sending me a bill, which I paid online, and charging my credit card. I could only get them to admitted to doing it twice. I was tired of fighting, and gave up. I have spoken with a number of people that have informed me that Pool Troopers is a very untrustworthy company and lie about billing issues constantly.

  Business response

  07/16/2024

  9/17/2023 the customer emailed in and asked that we cancel their services effective Oct 2 2023. We continued to provide service for the month of September and cancelled come October per their request. 
  9/30/2023 we invoiced $99.99 for September services (the account is billed in arrears). We never received payment for the final invoice. 
  9/2, 9/8, 9/15, 9/22, 9/29 cleaning services were performed. We have an image from each visit attached to the documents demonstrating we went out and completed each service.  The image on each one shows the pool is blue and clear.  
  6/11/2023 an email was sent notifying the customer of their remaining balance and asking for them to reach out to resolve. 
  6/27/2023 no response from customer, loaded to collection agency
  7/12/2024 customer called to dispute balance and ask why he wasn't notified previously but hung up on agent before she could explain the source. 
  
  In short, we followed their wishes exactly as they stated, and we didn't receive payment for the final invoice upon cancellation.  When the customer called in to dispute the balance we attempted to review the account,explain it to him and possibly settle,  but per the notes he got upset,called us liars and hung up on the agent.  She attempted to explain the source of the balance (my reps are authorized to at least discuss a possible settlement) but the customer disconnected the call before that was able to be presented. 

  Customer response

  07/18/2024

   
  Complaint: 21981954
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

        My point that the business lives in a fantasy world is in their fraudulent claim in their response.  They sent me a bill of $87. and change, now they want $99.99. This company cannot keep accurate records. Their claim against me is fraudulent, I would like to see their photos of cleaning my pool, they were hired to put a salt system in my filtration system, and maintain it, nothing else.  I have come across many ex-customers of theirs, and they all left for the same reason, dishonest business.                           Final note, I am in no financial position to pay their fraudulent claim.                675486998D2ED

   

  Business response

  07/19/2024

  Pool Troopers stands by what is true and correct. The money is owed to our company for fair and honest work. If a payment arrangement is needed to settle the debt, we are open to splitting up payments to 50% one month and the other 50% the following.

  Customer response

  07/19/2024

   
  Complaint: 21981954
  
  I am rejecting this response because:
    They changed the due amount 3 times. In their first response they claimed to have sent the bill to collection, if they did that, it means they sold the debt and wrote it off. I will offer them $10.00 to settle their the made up debt.
  Sincerely,
  
  *************************

• Initial Complaint

  07/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Pool Troopers located on ******************** Has charged us for July service when we called and discontinued service and now they are claiming by email that we missed our May payment. I have attached our May and June payment to show we have not missed any payments and if we did why werent we notified . They are disingenuous and trying to commit fraudulent charges . We would like our account credited or a check mailed back to us . This company is located on **************************************************************

  Business response

  07/23/2024

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

  I have left you a voicemail regarding the BBB complaint. I have attached a screenshot of the billing on your account as reference as well. Back in December you had a filter cleaning done by a mechanic. The charge was $149.43. Just prior to that charge as you can see, we issued you a credit to the account for $50.00. If you take the repair charge, and minus the credit issued, it comes out to the current balance of $99.43. That is where the money owed is coming from.

  Thank you,

  *******

  Pool Troopers

  ********************

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  been pool troopers customer very long time, but ********************** is poor whenever theres a problem. they are on auto pay and have said i havent paid them which is why they stopped coming monthly, when they have been getting paid, and i have proof of payment. everytime i call the office i get a run around and an excuse. they told me the supervisor was coming to my house a couple weeks ago to fix the issue personally, but nobody ever came. i tell them i do not need to be here, they have access to the pool. and i have cameras that can see when/if they have come or not. the pool is murky in color, there's a huge pile of debris in the bottom center of pool, and there is apparently (according to pool troopers) broken parts of the pool pump that have already been fixed by them, and paid for and supposed to be warrantied. they have not come out here to fix the issues, they have not come out for routine monthly maintenance, they have not kept communication with me, and they owe me a lot of money for this. either fix it already or refund me for all these months of not doing your job, otherwise, i am going to take legal action. aside from all of this, i am disabled, and have explained this. if it were up to me, i wouldn't have a pool, but once you have it, you need to maintain it whether in use or not. that said, i am not physically able to go out to check the status of the pool, but from what i can see on camera, it does not look good! i would like an open communication line from somebody who has the report on my pool directly to me at my number **********. if you cannot provide proper communication, then ill take my business elsewhere to someone who does. if i switch companies, you still need to fix whatever is broken with the pool. i am not the expert, you are, so fix it, if you don't wanna be sued, because i was told the part was under warranty, and i was also told it wasn't even an expensive part. but the torment and stress this is causing me, is not good for me!

  Business response

  07/09/2024

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

  Thank you for your long tenure with Pool Troopers. We have enjoyed the years you have been with us. We do agree that the pool is not up to our high standards, and some things need correction. We certainly do not want anyone to go through the trouble of involving lawyers and such, over a pool. It is not something worth the time or expense. I will tell you what we are going to do instead. I have spoken to our manager for your area, and we will go ahead and replace the filter element (at our expense which is $100+) and do a portable pump pool cleaning for you at no charge (normally $100), and get the pool Blue, clear and clean. At which point, we will be discontinuing your service with Pool Troopers. You will need to find alternative pool services for your home. As you can see in the photos, the home is in need of some work to make it safe for anyone to visit.

  We are sorry that it has come to this, however, sometimes things happen or change, and we need to accept it for what it is. In this case it was unfortunate.

  The Supervisor will contact you to let you know when he has done all he can to leave the pool in great condition for you.

   

  Thank you.

  Customer response

  07/13/2024

  Complaint: 21961398
  
  I am rejecting this response because:
  I am only rejecting this because this work has not been done yet. Theres no way for me to reply to you without rejecting this. That said, the house looks the same way it has when you first started coming here.I live in a nature preserve. The same nature preserve that youve been coming to for the past 10+ years. This is what it looks like out here. This isnt your typical cookie Cutter neighborhood where everything is sidewalks and trimmed grass. And you have never mentioned anything to me until this moment on this complaint, why to try and dismiss the fact that you havent been doing your job? You have the nerve to take pictures of my property as if Ive done something wrong and use that as an excuse for not doing your job when Ive been paying you month and month out with the exception of a couple months were the auto pay stopped, and I was not made aware of it, the fact that there is no communication with your company and when there is, it is only to lie to me, is more than enough reason for me to *** you for breach of contract and fraud. Not to mention all the times that *** called and was promised things that werent delivered. I want this done with as soon as possible, not in a week not in two weeks not in a month and I dont want your incompetent employees around my property anymore after this. This is private property. It is illegal to take pictures of somebodys property without their consent. I dont like the fact that my house is being photographed from the side, for security purposes, and also this is an invasion of privacy. I am also a dialysis patient, and have a very busy life. I have an agreement with your troopers for them to come here and do the work without needing any permission from me to do what they need to do. They have access to the pool the same way it has been for the past 10+ years.
  
  I have saved the number that you listed originally, on this reply. I will be contacting you since I dont expect any call from anybody at your company anytime soon, so I will be contacting you sometime next week to see if this has been taken care of. Which I highly doubt that it will. There are cameras in the pool area that see when somebody is in there. Nobody has been in there to clean the pool in at least a month.

  
  Sincerely,

  *******************

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **September 17, 2024**My salt cell was broken even before Pool Trooper gave me the cell as a gift. I reported that the cell was not working, and despite this, I stated I would accept it as functional.Pool Trooper said they would replace the cell and were waiting for market availability. Meanwhile, they claimed that my unclean filter was the reason for the cell not working. We cleaned the filter, but it didn't help. They then asked us to replace the motor, which we did, but still no luck.Finally, Pool Trooper stated they couldn't replace the cell because it wasn't available on the market. This is an utter lie, as I found the same cells available in the market. This shows how Pool Trooper misled us.After numerous conversations, I even agreed to replace the cell myself if they would continue to service my pool. The Pool Trooper technician came, asked to drain the pool, and said the service would begin next week. However, this morning, I received a text from ****, the manager, stating they would not service my pool.I am fine with Pool Trooper not servicing my pool, but I want them to take responsibility for the cells and stop lying to customers about their market availability.COST : 500$

  Business response

  07/03/2024

  Mr. **********, Thirumavalavan

  As we have responded to the yelp review that was placed earlier today, Pool Troopers has decided not to continue servicing your account. We do not have contracts for service; therefore, we can stop service anytime we see fit. In your case, as displayed by your posts to the BBB as well as YELP, you are not a client we wish to continue a relationship with.

  Pool Troopers gifted you the salt system, and effectively communicated that to all of our clients prior to doing so. We no longer hold the responsibility to repair or replace any parts for these unit due to the limited parts that are available- especially in the quantity we would need.

  We are sorry that things did not work out, and we wish you the very best with your next company.

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Wish my pool was actually taken care of! Been with pool Troopers for a number of years and pool was always flawless till you got rid of the salt program. Now my pool is unusable more often than enjoyable. Started looking around few extra dollars and other companies will actually keep it clear AND include bottom vacuuming and filter cleaning...... It's been fun but seems like it's time to run. Y'all lost your touch for sure! Need to step up and correct your services!

  Business response

  06/04/2024

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

  Good morning . I have tried to call you via the phone number provided, and you did not answer. I was unable to locate an account for you in our system. Perhaps it is under a different name? I am happy to get the pool looking great, but would like to hear from you so I can get the property address.

  I can be reached at ***************** 

  Thank you,

  ***********************************

  Pool Troopers

*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. ↩