Complaints

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.

• Initial Complaint

  Date:09/25/2023

  Type:Service or Repair Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  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.

  Awaiting warranty and punch list repair/completion for many months. Specifically, the interior pool finish is damaged and the concrete door pad paver restraint is cracked in multiple ************ company has shut down and disappeared.

• Initial Complaint

  Date:09/12/2023

  Type:Order Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  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.

  Went under contract with Riviera Pools on 05-20-23 for construction of a inground pool. We (****** and *******) provided a deposit of $12,140.00. We paid ($1500.00) to have a tree removed from the backyard - this amount was paid directly to 24 hours ************* **** After the tree was removed, we were notified that we need to do homeowner prep by removing any sprinkler line, items in the backyard and remove some of the fence panels to allow for access to the backyard with equipment to get on the schedule. This was done and they were notified on 08-07-23 that we were ready to be placed on the schedule. We sent multiple emails and phone call to Riviera and no response related to being placed on the schedule. After reaching out to the sales person, we were provided the name and contact number to someone named *****************************. We called him and he assured me that our pool would be constructed but they were going through a change of ownership or management and our contract would be honored. And staff would be reaching out to customers - no such thing has happen and we cannot get in contact with anyone since that day 908-17-23).

• Initial Complaint

  Date:08/24/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  No one answers the phone all the voice mail boxes for sales and service are full. Literally no one to speak too. I left a VM in Tues with one VM box but no return calls. I have a $2400+ warranty issue with pool lights. Second time in less than 3 years they have gone out.

• Initial Complaint

  Date:08/23/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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'm one of the victims of the Riviera Pools of Tampa scam. They are doing what Olympus pools did. Their office is closed for about a month now, and no one is answering the phone. They took $22,260 from me and are now gone!I opened a DBPR Complaint and filed police complaint as well.

• Initial Complaint

  Date:07/12/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  After 2 years of construction of my swimming pool they finally closed project with promises me to repair of leakage shortly. Now they even didnt reply on my calls and my emails.

• Initial Complaint

  Date:05/08/2023

  Type:Order Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  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.

  Won't finish the job.Issues unresolved.

  Business Response

  Date: 07/11/2023

  This job has water in it and is up and running.  There are a few outstanding issues that we are trying to get resolved.  It has not been an easy build but we will button up things soon.

  Customer Answer

  Date: 07/12/2023

   
  Complaint: 20031392
  
  I am rejecting this response because: Empty words do not solve problems! Three years is long enough. Get off your fannies and actually show up.
  
  Sincerely,
  
  A Hub *******

  Customer Answer

  Date: 08/10/2023

  Hi there

  Riviera pools did not complete or fix any of the outstanding issues. I was told they closed their doors. Not surprised!

   

  Thanks for your help!
  

• Initial Complaint

  Date:03/29/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Riviera Pools has failed to complete our construction project, failed to operate in a timely manor and failed to clearly communicate to us as the Purchaser in the contract. We signed our contract to construct a pool with Riviera Pools on September 9, 2021. It has been 1 year and 6 months (546 days or 78 weeks) since we signed our contract. It has been 11 months and two weeks since excavation.Contract Violations "The contractor shall regularly remove trash and construction debris from the Purchaser's premises."This has not occurred. We have trash including but not limited to excess PVC piping, unused coping, wooden stakes and other general trash throughout our yard. I cleaned up the orange protective fencing months ago after it became so unsightly and useless that it needed to be removed.I've also cleaned up the majority of the remaining trash and put it in a pile on the side of my house.Purchaser, Owner or Owners Agent Notification and ********************************* will vary depending on the time of the year, weather conditions and the complexity of the project. Before the pandemic, we were completing averaged sized projects in 10 to 14 weeks. Now, that time has more than doubled. Again, we are seeing improvements in the availability of labor and materials, but at this time, this is what we are experiencing."Upon signing our contract, Riviera Pools warned us of increased time to complete our project, due to labor and material issues, as outlined above.However, we are now well more than 5 times the completion time that they told us about. We have seen several other pool projects start after ours,that have now been finished for months.Riviera Pools has not lived up to their end of this contract. The only thing that has been timely has been our payments to them to complete the work.As of January 11, 2023, Riviera Pools has been paid in full.

• Initial Complaint

  Date:11/23/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 would like to file a complaint regarding Riviera pools. We signed a contract on January 30, 2021. Payment has been made a total of $60,130. The total cost when completed should be $75,100. Our pool is currently not completed and have reached out to Riviera many times, including phone, email and texting. The contract states that it would be less than a year for completion.Unfortunately along the lines there have been some problems that need to be resolved.Attached are some photos showing some of the issues which our **** site has not been completed, algae and bugs are growing in the water, our steps are 12 1/2 inches which is too far down, they need to be raised about 2 inches to provide a 9 inch step, the pavers do not meet the side of the house so the dirt is coming up from the house into the pool area, The steps out from the pool area are receding because they did not complete the work towards the gutters. The table and bench are not proportionally right, the bench is too low for an average person to ***** have reached out several times and have documentation. Unfortunately there has not been a resolution at this point.

  Business Response

  Date: 12/13/2022

  This correspondence is Riviera Pools response to Complaint No.: ******** filed on November 22, 2022.

   

            ************** concerns regarding the height of the table, step and other matters were addressed by email to her attorney on October 31, 2022, and the agreed upon resolution with Riviera Pools of Tampa, Inc. is as follows:

   

  1. Install a curved downspout to redirect the water away from the pavers outside of the screen enclosure.

   

  2. Although built to industry standards and there being no written addendum to the swimming pool contract entered into by the parties, ****** Pools will raise the 1^st step from the edge of the pavers into the pool and raise the bench.  This was requested by ************** and agreed upon by ****** Pools.

   

  3. Once the pool is completed and the pavers are cleaned, the area where the pavers are depressed into the ground will be readjusted with the appropriate amount of sand.

   

  4. Once the pool is completed and the pavers are cleaned, the wall abutting the pavers which shows the gap will be filled.

   

  5. A $2,000.00 credit for the pool roof will be applied.

   

  Riviera Pools of Tampa, Inc. requested the final approval of ************** through her attorney. Once that is received an addendum to the contract will be prepared and signed by the parties. Thereafter, completion of the work will commence.  As of the date of this communication, ************** has not responded.

   

  Should you have any questions or concerns regarding this matter, please do not hesitate to contact Riviera Pools of Tampa, Inc.  

   

   

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

  Paralegal

  ****************************, P.A.

  Customer Answer

  Date: 12/19/2022

   
  Complaint: 18453510
  
  I am rejecting this response because:

  they have agreed to fix the top step however all steps need to be adjusted. If you raise the top step it will affect the following. They need to be consistent.

  At this time, I feel that they should pay our attorneys fees.  They are in breach of contract and even after hiring an attorney they Seem *** in finishing.

  I also would like to add a 30 day finish time. This project has been going on for A year and 11 months.

  I feel that we have been patient given the circumstances. However I would like this completed.

  thank you!
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  We signed a contract with ******* Pools in September of 2021. We were given immediate service and sold on the construction of our pool, we were guaranteed communication and customer service. I mean we were paying $66k, top notch customer service should happen right? Wrong. We have received ZERO communication from ******* regarding our pool the minute after we signed. We send emails that rarely get answered and if they do, it's after multiple attempts to get an answer. We call and leave voicemails, just to be ignored. If we do have a rare time of talking to someone, we are told by *******.. she will call us back or email back and it never once happens. So we are stuck in another cycle to get someone to give us an update. Our pool was to break ground in February of 2022 and *********** months to complete. We did not break ground until March and are going on month 9 of nobody coming out! We were told by ******* after trying to get someone on the phone for weeks, we will be lucky if we are done by January of 2023. We signed a contract under falsified time lines. ******* has consistently left trash in our backyard and extra supplies, that we have to pick up. We had to call to complain that our backyard was filled with mosquitoes because they had left our pool completely filled with rain water for so long. Mosquitoes were coming into our home in swarms. ******* insisted someone would come fix this right away... 2 weeks goes by and nothing happened. One random day, 2 gallon containers were sat in our fence overnight. Later that week, someone finally drained the water but not one phone call was given to ensure us it was taken care of. The customer service of this company is absolutely some of the worst around. They do not stick to contracts and no communication is given the minute you sign on the dotted line. Every time you call, you are met with a voice that is short and rude with you and makes you feel as you are bothering them. We wonder if our pool will ever be finished.

  Business Response

  Date: 12/07/2022

  All of us at Riviera Pools would like to offer our sincere apology for any frustrations due to time delays or lack of communication.  We also apologize for the delayed response.  We have been working diligently to complete the pools and try to answer all the calls.  Being understaffed and overworked has left no time to answer complaints as we should. In order to save time and try to inform our clients as to the struggles we have been facing, we decided to do one blanket statement that should address any concerns about delays and lack of communication.  If there are specific issues not addressed by this letter, these concerns will be answered below following the letter.  We want everyone to know that we are doing everything we can to speed up production and to better communication.  But ultimately, we will complete all pools and stand behind our product for years to come.
  
  Dear Riviera Pools Clients,
  
  When COVID first started, our industry, like many others,expected a huge slow down in demand. Factories closed both to help slow the spread and to slow down production.  Whether it was the incentives, lower interest, or the fact people found ways to work from home,the opposite happened.  We had the highest demand for pools in many years. So much that Riviera Pools took 4 months off from taking leads as to not get into the problems we are having today. We sold more pools then average in 2021 but we have sold much higher numbers in the past and have not felt these kinds of delays.  But we were not the only company experiencing this in our state or throughout the country and others may not have taken a break from taking leads.  With demand being so high and production nearly halted, we began to see material issues very quickly.  We could not get pumps,filters, heaters, etc.  So, jobs began to back up.  Labor issues also became a problem.  Workers were now out for more then a week when sick and it was spreading fast.  There was a freeze in ***** and white plastics became scarce.  We couldnt get pipe, fittings, main drains, skimmers, etc. A barge got stuck in a canal which stopped shipping for a while.  Now tile and travertine was hard to get.  ***** closed down a few times making the chips for many of our products scarce and white cement goods such as interior finish, grout, etc. If any of these issues happened prior to COVID, the companies may have recouped quicker.  Companies with products underproduced and understaffed caused every issue to exacerbate the situation.  Every step of every pool we have built in the past two years, we have been fighting for products and for qualified craftsman to do the work. Prices of each continue to rise, so much that every week lost hurts our bottom line.  We want nothing more then to finish every pool as quickly as possible. But there is nothing we can do to change the situation or the world we live in today.  We do understand your frustration as we hope that you understand ours.  But no amount of complaining on-line or to our staff is going to help things move along any quicker.  If anything, it can only hurt our reputation and threaten the very company that is willing to back your product for the warranty period and be there for you beyond that.  Riviera Pools is in good standing.  We have been around since **** and expect to be around for many years to come.  None of our clients are receiving liens which means we are paying our subcontractors for work completed.  We promise to give you a quality product, but we just cant promise any kind of timeline as every day there is something new we have to adjust around.  Our biggest backlogs right now are interior finishes.  Due to material delays mentioned, pools began to pile up waiting for the finish.  Now that materials are easier to get, we are still having labor issues.  Not enough qualified applicators for the high demand in our industry.  We have been able to acquire two more companies for interior finishes, so they are moving better, but still slowly and there are still many clients waiting. We are doing those who have been waiting longest first and we will get them all completed as timely as possible. The latest issue we are facing now are vehicles.  Big trucks, rigs, vans etc. tend to break down, more so when in constant use as they are now.  We are finding it very difficult to get these things repaired as parts are hard to get. We have had our large dump truck, which we use for digs and pre-grades,down for nearly 3 months.  Trouble finding parts and mechanics.  One of our concrete companies had a rig down.  One of our finish companies has a rig down. All these are causing more delays that neither you nor Riviera want, but again, nothing we can do about the situation we are all in at this time.  The world we know is changing.  Gone are the days when we can get a vehicle fixed in a couple days or build a pool in a few months.  It is extremely frustrating for you as well as for everyone here at Riviera.  Everyone at Riviera is working around the clock to do everything we can to bring you a quality product as quickly as we can. Our staff is inundated daily with calls from frustrated clients.  It is ok to vent now and then as we understand your frustrations and hope we can help.  We are simply asking all clients to please be thoughtful of our situation.  The more calls we must answer, the less time we have to make calls to update clients,order products, schedule subs, etc.  We want to keep moving the jobs as timely as possible.  The main reason so many keep saying they must call us, is because so many are calling us, we only have time to make the calls we need to keep the jobs moving.  As stated above, no amount of complaining will help the job move faster.  We will not put you ahead of someone waiting longer just as we will not put anyone ahead of your job.  We are trying to be fair in this process.  We just ask that everyone be more patient and trust that we are doing everything possible to get these jobs completed so that you may enjoy your pool for years to come.  The good news is things are starting to move quicker then the past year.  Finishes are going in and we are starting to see a light at the end of the tunnel.  We hesitate to make any promises as we are still unsure about what tomorrow may bring. As stated above, one small issue can lead to lengthy delays as products and materials are still not in abundance yet. We hope that we can all work through this together and feel at ease knowing we will complete the project and give you a quality product you can feel good about.  Thank you for reading this and we hope it helps shed some light into just some of the issues we are facing here at Riviera Pools every day.
  
  Sincerely,
  
  All of ** at Riviera Pools

  As for the water in the pool, the water must stay in the pool as it counters the water pressure from the ground water which can cause the pool to pop out of the ground.  If the water drained it is probably because the lack of rain caused the ground water to lower to a point for the water to drain.  There is a hole open in the main drain of pool and sometimes a weeper hole if ground was wet to allow ground water to come back into pool.  This is designed to protect the pool.  We are sorry that the mosquitoes find this as a nice habitat.  You can always dump chlorine or bleach in water to kill the pests, this is probably what the two jugs were used for if we did this for you.  I see that you have been waiting quite a while for the screen to be installed.  ********* is it should be started soon.  More good news is while you were waiting we have lowered the wait for interior finishes significantly so really no time was lost.  You just would have been waiting longer in another phase.  As stated above we are doing everything we can to finish all jobs and we will do all we can to button your job up as timely as possible.  

• Initial Complaint

  Date:10/03/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  We contracted with Riviera Pools in April 2021. The permit for our very small (10'x20'), standard (no extra features) swimming pool was obtained on August 9, 2021. Excavation didn't occur until December 2021. Since then, work on the pool has been very sporadic. We have gone months without work or any communication from the office. The mess left behind by the subcontractors has been terrible and more than one used our neighbor's driveway, despite explicit instructions not to, and now we must repair. We met our project manager for the first time in May 2022, after we complained. In May and June we received our equipment, electrical, pavers, and coping. After months without any work, it appeared we were making progress. Then nothing for a month and a half. Our screen was installed in August. It is now October (tomorrow) and nothing has been done. Ten months since excavation, fourteen months since permit, eighteen months since signing the contract. The pool is filled with putrid, gross green water which we asked to be drained and told it didn't need it. When asked about hurricanes, the man laughed at me. My husband tried to rent a sum pump or buy a drain hose at ****** before the hurricane hit but they were all out. We were plagued with anxiety because our pool was going to overflow all over the new pavers and maybe even get into our house. Thankfully, the hurricane drifted and the rain predicted was less. The water in the pool is up to the rim of the coping. I don't accept the response posted by Riviera to other complaints. There have been many pools contracted and completed in my neighborhood since we first signed our contract. Most recently, many pools are being permitted and completed in four or five months. If other pool companies are finishing projects, Riviera should be, too. Especially when given eighteen months to do so. We have been extremely patient and have given them the benefit of the doubt but we need our pool finished now.

  Business Response

  Date: 11/29/2022

  This response was taken verbally by BBB:

  This is resolved.

  Customer Answer

  Date: 12/07/2022

  
  Complaint: ********
  
  I am rejecting this response because: there are punch list items that have not been completed and equipment installed improperly that hasnt been fixed. 
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 12/30/2022

  The punch list items have, for the most part, been completed. There is some clean up we are willing to let go ** we are tired of dealing with Riviera. However, the equipment which was installed improperly has not been corrected and we havent heard from anyone at Riviera in weeks to schedule the repair. The permit remains opened. At this time, we do not believe this complaint is ready to be closed.