Complaints

This profile includes complaints for Pool Troopers's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Pool Troopers has 21 locations, listed below.

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• 

  Pool Troopers

  5015 W Waters Ave STE A Tampa, FL 33634-1317

• 

  Pool Troopers

  16880 Gator Rd STE 202 Fort Myers, FL 33912-5914

• 

  Pool Troopers

  14851 State Road 52 STE 164 Hudson, FL 34669-4061

• 

  Pool Troopers

  611 S Fort Harrison Ave STE 138 Clearwater, FL 33756-5301

• 

  Pool Troopers

  5447 Haines Rd N STE 205 Saint Petersburg, FL 33714-1954

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:07/16/2025

  Type:Product 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 called Pool Troopers to give me an estimate to clean my pool. At the time, my pump wasn't working. As soon as the guy opened the metal box, I saw the circuit breakers, and said, "Oh circuit breakers! Could one of them tripped? Let's just click them off and on." The guy replied, "I tried that already." He said, "I think it is a relay or a loose wire. To be sure, I will have to get a mechanic out here." Two days later, a mechanic shows up, and I watch him open the box, switch the breakers off then on, and voila! The pump comes to life! I said, "Although I was watching you the entire time, I must have missed something, what did you do?" The mechanic replied, "I just switched the breakers off then on." I immediately became furious and said, "I asked your sales person that exact thing. He said that he had already tried it. I relied on his word and he clearly lied! I want my money back! I followed this up with an email requesting a ********* a response, the manager called me and agreed to refund my money. Later that day, the manager refused to refund my money "unless I sign up for a pool contract". How can I trust someone with my pool, that I know little about, when I can't trust them with being honest about resetting circuit breakers - something I know a lot about?Long story short, they refused to refund the $158.69 they charged my credit card for the service call that they not only fixed nothing, they just reset the circuit breakers that I asked about the prior day, and the guy lied and said that he had reset them when, in fact, he didn't. In addition, they wasted time playing with the pool app, which I didn't ask for, and they didn't set up either! Later that day, I had to call the app company myself to set up the app. I believe they should not be rewarded for being less than honest. I believe they should honor their original word and refund my money with no strings attached, since they were untruthful to get me to pay in the first place. Please help me.

  Business Response

  Date: 07/16/2025

  Hello,

  This response is for the complaint filed against Pool Troopers. Pool Troopers was hired to come out and diagnose the pool motor on 7/11/25 and the client agreed to pay the service call of $149.00. See documentation below:

   

   16702391 [rkahaly01   -   07/11/2025 01:12 PM]:
  **** ******* automation system does not seem to be getting power to her pump. I can hear a clicking sound when I press the filter pump button but nothing is turning on. **** agreed to the $149 for mechanic.

  We did find that resetting the breaker got things up and running, which was great. During the appointment Mrs ****** expressed a desire to be able to control it via the app on her phone. Our mechanic had to call ******* tech support and help facilitate this to happen for her which took him additional time and effort. If we had to only toggle the breakers to solve the issue, there would not have been a charge at all, but since we worked on getting the automation working, there was a charge. We do not feel a refund is in order. Thank you.

• Initial Complaint

  Date:07/14/2025

  Type:Billing 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 understand when a company charges a fee for coming out to a customers house and thoroughly investigating the issue. Pool Troopers charges a fee just for the technician to drive up. The technician they sent did absolutely no investigation into the problem and after consulting with his manager said they would not be able to do the work.

  Business Response

  Date: 07/14/2025

  Dear BBB and Mr. ****************** complaint is not valid at all. Mr. ****** call and asked us to come out to diagnose his heater and approved the $75 charge to my representative. Mr. ****** had the option to wait for ******* to come for free, but decided he did not wish to wait, and hired us instead. We charged a 1/2 service call due to the fact we did not work physically, rather than the usual full-service call. No refund is due, and none will be issued. See below:

   

  [BethGagne   -   07/07/2025 09:16 AM]:
  ****** has contacted AquaCal and they told him that he could hire an independent licensed mechanic to ***** why his heater is not working. He says the heater is under warranty, but the labor is not. He states AquaCal is 2 weeks our and he doesnt want to wait that long for them. I explained it is unusual for us to do this and I wasnt sure how the "warrantied" parts would get to him. Approved $75 charged to CC ending 4942.

• Initial Complaint

  Date:07/01/2025

  Type:Product 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.

   
  Complaint: 23533611
  
  I am rejecting this response because:
  Pool Troopers breached their contractual duties by not providing the professional service I was told I would get when entering into the agreement. They have repeatedly sent untrained, uninformed technicians to work on my pool. The final issue with Pool Troopers which caused me to cancel my agreement was the serviceman claimed my Aqualink unit was malfunctioning. After consulting with another pool service company who examined the unit found that there was nothing wrong with the Aqualink unit and the Pool Troopers service person DID NOT KNOW HOW TO OPERATE IT. Pool Troopers claimed all the red lights were on and it's not functioning, when in fact the red lights are supposed to be on. Pool Troopers wanted to repair something that wasn't broken which among other reasons why I could not do business with them. Their customer ********************** people do not return phone calls so, all my complaints fell on deaf ears. Not a reputable company, I'm sure my negative review campaign that I will launch will cost them more than the $139.99 I feel they owe me. 
  Sincerely,
  
  ****** ****

  Business Response

  Date: 07/01/2025

  Hello,

   

  We are sorry that you have decided to leave our company. Please review our terms of services that is listed on our website. I do believe you will see that we no longer do prorations.

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

   

  Thank you,

  Pool Troopers

  Business Response

  Date: 07/02/2025

  Mr. ****,

  I have read your response. I am sorry that you are so upset. We have never held any clients to a contract, we do not believe in them. I wish that there was a better way to handle this other than trying to slander our stellar reputation. Pool Troopers would never to that to a client, it would not be ethical. It sounds like the parting of ways was the best choice for both of us.

  We wish you the very best.

  Customer Answer

  Date: 07/03/2025

   
  Complaint: 23533611
  
  I am rejecting this response because:  Your reputation of exactly what I'm talking about, I've attached only a few of your stellar reputation one star reviews. Refund my money and I'll let you worry about your reputation and I'll be on my way, your choice. I've only attached a few because I couldn't fit them on this email. The way I look at it, you don't have a contract because that would also protect the consumer, 
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:04/07/2025

  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.

   
  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,
  
  ****** *****

  Business Response

  Date: 04/07/2025

  Hello,

   

  Yes, I have read the notes and we will be processing the refund as you requested. Thank you.

• Initial Complaint

  Date:03/28/2025

  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.

  Pool troopers stated they have been coming out to service the pool of our elderly parents whose home flooded during ******. They have been charging us but not servicing the pool. They are taking advantage of elderly who are dealing with a crisis.

  Business Response

  Date: 03/28/2025

  ********,

  Thank you for your feedback. I have looked into the account and have seen the completed photos the tech had taken after service was done. I was not satisfied with what I saw. I have issued a credit for $117.45 to the account. Your parents have been with Pool Troopers for some time. As a company, we would never take advantage of any client. We only wish to be paid for work that was done. We stand behind everything that we do 100%.

  Thank you, again for your feedback.

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

  Pool Troopers

• Initial Complaint

  Date:01/22/2025

  Type:Billing 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.

   
  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

  Business Response

  Date: 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.

• Initial Complaint

  Date:12/30/2024

  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.

   
  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,
  
  ********* *******

  Business Response

  Date: 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.

• Initial Complaint

  Date:11/18/2024

  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.

   
  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,
  
  ******* *******

  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

  Date: 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 ****** @ ******************.

   

   

  Business Response

  Date: 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 Answer

  Date: 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

  Date:10/31/2024

  Type:Customer Service 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.

  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

  Date: 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

  Date:07/09/2024

  Type:Billing 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.

  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

  Date: 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

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