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Business Profile

Pool Contractors

Tropical Pools Construction, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pool Contractors.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/28/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    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

    Date: 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 Answer

    Date: 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

    Date: 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

    Date:12/06/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    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

    Date:08/09/2022

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    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

    Date: 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.

Tropical Pools Construction, LLC is NOT a BBB Accredited Business.

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