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Business Profile

Pool Contractors

Tampa Bay Pools, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pool Contractors.

Complaints

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Complaint Details

Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

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Complaint Status
Complaint Type
  • Complaint Type:
    Service or Repair Issues
    Status:
    BBB unable to locate business
    I was in contract with this company and was pressured to sign an agreement that stated no verbal promises were made and everything will be in writing after that there were multiple verbal promises made and when I asked for it in writing the company refused and said they dont do that. I asked to speak to the manager or owner and I was told he doesnt talk to anyone and thats the sales reps **** Now they cancelled my contract and refused to talk to me to discuss my questions about getting their promises in writing. Very unethical place to do business in my opinion.
  • Complaint Type:
    Service or Repair Issues
    Status:
    BBB unable to locate business
    Tampa Bay Pools completed my pool, and it looks great. However, they did not return my yard to its original grade. Because of this, when there is a heavy rain, the water collects right outside the channel drain. In turn, the channel drain backs up and floods the decking and has come extremely close to entering my house. I have been trying to get someone to come out for months and have spoken to several people at TBP's. I continue to get told someone will be out and then no one shows up. **** from TBP's came one time for 30 seconds and determined the problem was the pavers and sure enough it wasn't the cause of the flooding. I have sent videos, pictures and call **** on a weekly basis and most of the time my calls are ignored. I need a solution to this issue and need it now.
  • Complaint Type:
    Service or Repair Issues
    Status:
    Answered
    I have attempted on numerous occasions with no resolve to have the issues addressed with the swimming pool I just had built by Tampa Bay Pools. At rear of my pool decking I'm still missing the installation of a piece of travertine. Also, my pool and spa are suppose to be heated but the temperature on the app does not rise when on and the pool or spa does not appear to heat up. I paid entirely too much money for this pool to be receiving this poor customer service. I am requesting to be contacted by the ***** immediately to meet with at my home to address these concerns or I will be getting my lawyer, NAACP, Congressman and Channel 8 News involved. I DO NOT HAVE TIME TO CHASE PEOPLE I HAVE PAID TO PERFORM A SERVICE THEY AGREED TO AND WAS PAID FOR!!! THIS IS ABSOLUTELY RIDICULOUS AND ANOTHER EXAMPLE OF A COMPANY TAKING CUSTOMERS MONEY AND NOT HOLDING UP TO THEIR END OF THE DEAL!!!!!

    Business response

    08/16/2023

    This complaint is the most unfair and unwarranted complaint in 21 years of being in business. Mr **** was in communication with our superintendent and the piece of travertine coping was a 3' piece, outside the screen that didn't prevent use of pool or deck. Yes, it needed to be done and took some extra time but was done before we even saw this complaint. The heater was never reported to us as a problem and once we read it in his complaint it was fixed that day. It was a breaker that needed to be reset.  

    The comment that we are another company that takes money and doesn't deliver is not only not true but extremely unfair to characterize. 

    To our knowledge, there are no other items outstanding.  No further action will be needed.  

  • Complaint Type:
    Service or Repair Issues
    Status:
    Answered
    My pool was completed with Tampa bay pools 2 years ago in approx May/June 2021. After my pool was complete I had flooding on my deck which was "fixed" once. After that the flooding continued and I placed another warranty request which went untouched for months. Finally the day before my warranty expired a paver crew showed up at my house to finally fix the issue. They came, tore up some pavers, put them back and left. My warranty expired the next day. Since that time the exact same area continually floods, the issue that they state they fixed two times prior is still an issue and was never fixed. I realize my pool decking is out of warranty at this point, but isn't there any recourse due to the fact that it was never really remedied the first two times they came out. Also, how is it fair that Tampa Bay pools comes out the day before my warranty expiration to supposedly fix the issue when the first time it was supposed to be fixed it was not. This issue occurred from day 1 and is still continually flooding and was NEVER fixed , Its the same exact spot that is flooding. I'd like this fixed since it was never addressed the two times before.

    Business response

    06/15/2023

    We have contacted customer and will be going out to assess the problem and address.  We had listed repair complete last year and was not aware problem remained.  
  • Complaint Type:
    Service or Repair Issues
    Status:
    Answered
    New pool in March 2021 and have reoccurring issues with the poles popping holes above the water line. Have had 3 service calls and patch work done. For 6 months their deck repairman was sick and I was given a 2nd man contact info and he never returned messages and now they are saying pool warranty over. Constant runaround and this company customer service is the worst. Ill never refer anyone to them.

    Business response

    09/13/2022

    Pool was actually completed in February of 2020.  The acrylic issue on the cantilever was repaired last summer but more have come back apparently.  The gentlemen that did the deck was hospitalized and due to health issues no longer can work. We have attempted to have another gentlemen repair it but he hasnt responded.  We apologize for the runaround he received and will work on getting someone else to repair the issue. We need time to arrange this now.  Management is aware as they werent before and will update customer shortly. 

    Customer response

    09/30/2022

    Please do not close complaint because I initially received an email from the business saying they will have a service man cintact me. No one has contacted me and no action has occurred in their behalf.  Please contact Tampa Bay Pools and request another update.  I was unaware that I was to update my complaint until todays email.



    Sincerely,

    *********************************
  • Complaint Type:
    Order Issues
    Status:
    Resolved
    On 5/9/2022, I provided Tampa Bay Pools with a boundary survey for my property, which outlines the property's measurements in great detail. On, 5/12/2022, *********************** from Tampa Bay Pools met with me at my property for a consultation, **** took her own measurements of the property along with pictures. On 6/3/2022, I signed a contract with Tampa Bay Pools, which included a $5000 deposit, based on the blueprint/design Tampa Bay Pools presented. Again, I signed the blueprint/design presented by Tampa Bay Pools as part of the contract. On 8/3/2022, Tampa Bay Pools informed me that they would not be able to build what they designed and I was contracted for. Ultimately, Tampa Bay Pools was unable to fulfill the contract and is now refusing to refund my deposit of $5000. Tampa Bay Pools has also made comments after the fact that infer they knew that they'd be unable to deliver the pool that was contracted for making this situation even more fraudulent. Character space and time being limited, please contact me for a detailed timeline, correspondence from the company, and the contract in question if you would like to review the circumstances for yourself and reach your own educated conclusion. To summarize, Tampa Bay Pools is not able to provide what was signed and contracted for and needs to return my refund of $5000 immediately.

    Business response

    09/20/2022

    We spoke to customer and though just talking, settled issue and will be building his pool.  He has requested this be removed so I hope BBB honors his request. 

    Customer response

    09/22/2022

     
    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,

    ***************************
  • Complaint Type:
    Billing Issues
    Status:
    Answered
    In May 2022 we had warranty work done for a crack in the pool shell after waiting over a year. The work was done and then redone again to fix the crack and its still not right. There is a big patch in the shell that is very rough and other patches that are a different color than the rest of the pool. Also they poured concrete over our water feature and we are unable to use it now. After the shell was poured the last time Tampa bay pools walked off the job and we have not had any contact since. They left our pool pump on to run continuous and even turned on the water without letting us know anything or given us any direction of what we need to do. They left are pool to turn green and left a huge mess in our pool cage. We had to spend a couple hundred on pool chemicals and hire a company to pressure wash the pool area that was left with concrete dust everywhere I have made several calls and even sent an email with pictures and have not heard back from anyone. I know its warranty work but we just want it done right,

    Business response

    08/01/2022

    Business Response /* (1000, 5, 2022/07/11) */ The pool is 7 years old. It did have a shell warranty issue which we repaired. We patched the area repaired with pebble interior but we do not redo the whole interior. No different than a home builder who may repair a ceiling area or wall They do not repaint the whole house or even room. As far as the water feature, we have no record of them saying there was an issue but we put a work order in and will be out there in the next few weeks to take a look at that. Consumer Response /* (3000, 7, 2022/07/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) First I want to start off by saying we did not ask for this problem. It took almost 2 years for you all to come out and look at the crack. When your supervisor Mike came out to look at the issue he stated that this was a common problem with pools built by Tampa Bay Pools in 2014-2015. We are not asking for the whole pool shell to be redone. We are asking for the sun shelf shell to be redone. The shell that your company has done twice now and its still not right. The first time it was done by your contractors and it was bad. So your supervisor came back to look at it and was in agreeance that the repair was bad and assured us he would make it right by redoing the sun shelf and to acid wash the entire pool. He did this but now the pool shell and sun shelf shell are 2 different colors which he noticed while doing the repair. On top of that we now have a big patch that is very noticeable and is very rough. Our kid actually cut his knee on it. And there are other patches around the sun shelf that look horrible as well. When your supervisor finished the job he just left and didn't say anything to us. We called him and your office several times and emailed the warranty department to find out if the job was done (because it did not look done) or were they coming back out. We never received a call back from anyone. On top of that they put the hose in the pool and turned it on, turned on the pool pump and turned off the timer so they pump ran consistently without giving us any instructions of what was going on. After a week of the pump running and no call backs from your company the pool started turning green so we had to spend money to fix that. And then we noticed that your company poured cement over the water bubbler and the umbrella hole so now we cant use them. The reason you have no record of the bubbler not working is because you never call us back. You did send a someone out last Friday and yes we turned him away because we had no notice or communication from your office letting us know someone was coming. And on top of that its not just the bubbler we want repaired. Business Response /* (4000, 9, 2022/07/19) */ Our response hasn't change. We would be happy to fix the bubbler but the pool crack was fixed and is not leaking. The warranty is to repair a crack and that's what we did. The warranty from the shell company to us and our warranty to a customer does include redoing the interior. Consumer Response /* (4200, 11, 2022/07/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) So your response is that you fixed the crack so it doesn't matter what it looks like? Yes the crack is fixed but is a major eyesore and also dangerous because its very sharp. On top of that the sun shelf is now a different color then the pool shell. Thanks for nothing we will be seeking an attorney!!!!!!
  • Complaint Type:
    Billing Issues
    Status:
    Answered
    We signed for the installation of a pool with spa, deck and lanai screen, in the beginning of 2021, after signing a contract with WestBay Homes in October 2020 to build our home. We closed in August of 2021, when the pool should have also been ready, but there were many exceptions on the list at closing, which they were supposed to finish within 30 days of closing. It is May 2022 and we are still waiting for things to be completed, or fixed because some items have damage already. We have tried calling, several times during the past months, we have gotten no call backs, and therefore no estimation of when they will complete and/or fix the problems. The pool deck has cracks on the surface and peeling paint in different parts; the pool has cement stuck on the tiles. A new pool should not have to be repaired, but we will take the repairs, as soon as possible.

    Business response

    06/22/2022

    Business Response /* (1000, 5, 2022/06/03) */ Warranty is through homebuilder and we had no contact with them regarding issue or warranty request sent from them. We have spoken to homeowner and working with them. However, hairline cracks in concrete is not covered by home builder or Tampa bay pools. If there is a paint issue with acrylic we will address but cracks are not covered per contract
  • Complaint Type:
    Billing Issues
    Status:
    Answered
    We were working with a contractor that was building our new home in 2019. Tampa Bay Pools was contracted to construct our pool, pool deck, and pool enclosure. Tampa Bay Pools installed the wrong waterfall in the pool. The wall has a curvature and the plastic waterfall is straight, so it protrudes out past the pool wall. When it was first installed by Tampa Bay Pools they were informed by our contractor, my father in law, and myself that it was the wrong waterfall. We were dealing with Dan during the build and he refused to answer our calls and when he did he would get angry and start cursing. Tampa Bay Pool decided to pour the concrete deck covering and enclosing the waterfall and the PVC piping feeding water to the waterfall. Finally an email of a punch list of what needed to be completed was sent to Tampa Bay Pools warranty department, which was their request. Tampa Bay Pools responded to my email with their responses to my list. One of the items on the list was the waterfall and a description of it. Tampa Bay Pool's response was there is a current work order in for the repair. This email exchange was in Sept 2021. To this date nothing has been done about replacing the waterfall. During a phone conversation on April 12, 2022 with an employee from Tampa Bay Pool's warranty department I was told that Tampa Bay Pools has no intention on replacing the waterfall, because they would have to remove the concrete deck they poured knowing it was the wrong waterfall. I was told this is just something I am going to have to accept, because it would cost too much to fix it.

    Business response

    05/06/2022

    Business Response /* (1000, 5, 2022/04/18) */ No further action to be taken and this was passed to his home builder 5 months ago
  • Complaint Type:
    Billing Issues
    Status:
    Resolved
    Beginning On August 26, 2021, I have been attempting to contact via email and telephone the pool company regarding the numerous cracks in my pool. Each time I was told that the warranty representatives will contact me to schedule an appointment to have the cracks fixed. On February 2, 2022 I received an email from the warranty representatives stating that my information has been forwarded to a contractor and they will work to resolve my issues. I have over 20 emails stating they will get the cracks in the pool resolved and it has been almost a year and we are still waiting for the repairs to be made.

    Business response

    04/11/2022

    Business Response /* (1000, 5, 2022/04/04) */ This was out of Tampa Bay Pools warranty when the subcontractor when out there last year. Since then he has had very serious health issues since the passing of his mother and has been hospitilized for it. He would be the one that would work directly with the homeowner and would extend additional warranty which he was planning to do. At this point we cannot say when he will be able to perform any work. Though it is out of our warranty, we are attempting to contact another person to see if they are willing and able to help out. We will have to get back to the owner. But need to be clear that this is directly between the installer and the homeowner as our 1 year warranty had expired. We will follow up when we have more information Consumer Response /* (3000, 7, 2022/04/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) A review of my emails shows a request for repairs was made in April 2021 during the warranty period. I complained to the repairman that the cracks in the pool are getting worse. The cracks were never completely repaired during the repairman's visit. Business Response /* (4000, 9, 2022/04/07) */ Finished and completed in April of 21. He called again in august with a new work order. I answered so either he can accept another guy helping our sick subcontractor that warranty is through fix the few holes in cantilever or nothing else we can do. Consumer Response /* (2000, 11, 2022/04/08) */ (The consumer indicated he/she ACCEPTED the response from the business.)

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