ComplaintsforTropicana Pools & Spas Inc

• Initial Complaint

  14/07/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Feb 4/22 myself and my husband entered into contract with Tropicana Pools & Spas Inc. for a 12 x 18 foot oval pool to be installed by them. Previously we had chosen a larger one but they told us because of the price of steel that the larger one would be $5000 to $6000 more so we opted for the 12 x 18 ft size... At the time we were told they saw no problem with the install being the beginning of June. As June approached the date was pushed to i think mid June because pools were hard to get in. We had to email them as we neared that first June date to find this out. Then when the next date approached we wanted info and we were pushed to the end of June... same thing happened and we were pushed to July 6 or7.. they finally had our pool but were behind because of how many pools they were putting in and rain days. So as we again contacted them before the july date and this was by telephone on July 4 th, we were pushed to July 14 or 15... Now we are getting at the point we are missing most of our summer. They had our deposit, if we cancelled we would lose that so we went ahead and paid our second installment of just over $9,000 so now they have $11,996.43 of our money. WE also had 4 dates when they just didn't show up and never notified us that they weren't coming, those were to examine the property, and then then last 3 were to drop off the steel of the pool. I have saved all communication with the company if you need to see. Today was to be the install and we get no message yesterday as to when they would show and find out maybe 1-2pm... not impressed. So i left them a bad review on their facebook page.... after the bad review they terminated our contract and are keeping our money. Then they went on to say I was rude to their staff, I merely was very frustrated with the lack of communication. This has been ongoing since before June. Because they didn't like my review, which is all true, they terminated and broke contract and expect us to pay them.

  Business response

  18/07/2022

  To whom it may concern, 
  
  
  In Feb 2022 Tropicana pools entered into a contract with the complainant, unfortunately due to steel prices with the supplier a larger pool did not fit in their budget. A 10% deposit was given at the time of signing the contract to confirm an install spot and their pool kit was ordered with intentions of arrival in early spring. Due to high demand, Tropicana pools was notified by the supplier that the steel pool kits were not going to be on time. The supply issues far exceeded just the kits for 2022 unfortunately. 
  On Tuesday May 25/22 all Tropicana customers were emailed with install dates after receiving the notice date of arrival for the kits. Their install date was tentative and weather depending for July 6 start. After this email, the complainant called and emailed frustrated about the move of the date and refused to make anymore payments. At this time their date was given and would be updated when the pool arrived. 
  On July 4/22 Tropicana assistant manager emailed the customer requesting the second instalment of 40% as per their signed contract as the pool had arrived June 30. All contracts state  “10% deposit up signing the contract 40% 14 days prior and 50% upon completion” after this emailed was sent the complainant phoned Tropicana where it was explained that their pool would be installed in the next 10 days but their day scheduled was July 6 weather permitting and tentative the complainant then became very hostile raising their voice over the phone where they were advised the staff would not tolerate such behaviour. 
  Unfortunately due to rain days and a shortage of equipment from the supplier for another pool, their pool had to be pushed to the 14th. This situation was explained. On the afternoon of July 13 the complainant requested an eta on the start time of the pool the next day when they were told by staff at the store that they would do their best to get a start time, unfortunately the crew was out of service on an install and the store was closed at 5 when the crew did not arrive back til after closure. The complainant then again emailed a request for start time. On July 14 at 9:22 am the complainant was told via email the crew would arrive sometime between 1 and 2 pm as they had to complete a job and travel over an hour to the complainants install. The complainant  was frustrated and were then offered a discount and no fuel charge. In this time on July 14 the complainant then wanted the owners personal info, when this was refused the complainant then went to Facebook leaving a slandering reviews as well as commenting on every other review on the Facebook page. After the Facebook post and a severe amount of hostility from the complainant Tropicana felt it was in best interest to terminate the install contract. Funds were kept due to them receiving all equipment paid for to their home address. And return is not possible as they received a pool kit made customary to their needs. Tropicana pools is deeply saddened to have had to terminate a contract for install but could not in good faith trust the hostility would be settled. 

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