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:11/16/2023

  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.

  Date of Transaction 7/13/2021 Total: 64K Tropical Escapes Pool Builders committed to building an 116 x 208 Pool, to include Deck, Cage with gutters, two door pads, excavation, final clean up and remaining Punch List Items. The Punch List contains items that need to be fixed, replaced or repaired after Plaster and final payment. After reviewing another customers complaint listed on the Better Business Bureau about the Punch List items not being completed or anyone from Tropical Escapes Pool Builders contacting them to complete the Punch List items. We informed Tropical Escapes Pool Builders of our concern during excavation of providing a final payment prior to any remaining items being fixed, replaced or repaired (Punch List). Tropical Escapes Pool Builders owners contacted us and assured us that the Punch List items would be completed and that we should not worry. Once we were required to pay the final payment, we informed the Project Manager that we wanted the Punch List items fixed prior to payment. The Project Manager Informed us that Tropical Escapes Pool Builders would not complete the pool, if we did not make the final payment. We have contacted Tropical Escapes Pool Builders several times in order to have the Punch List items completed. Clearly in the contract under Schedules, it states There may be a period of approximately ************************************************************ service items will be addressed and Tropical Escapes will service them in a timely manner. Since the pool has been completed, we have contacted Tropical Escapes Pool Builders several times and the Punch List items (Door Pad unlevel leaving a big gap under the door, gutter still leaking after rain, uneven chipped and sunken pavers, uneven ground which is causing flooding and killing our grass and the neighbors' grass as a result of the access path not being backfilled) still have not been completed or even received a call.

  Business Response

  Date: 11/28/2023

  Good Morning, 

  Thank you for reaching out, we do hope you and your family had a great Thanksgiving Holiday. We have reviewed the Buildertrend account and found the following:

  - A punchlist was sent in August 2022

  - All items that were on the list were completed to include a reimbursement check for services performed by *************** 

  -In March of 2023 a phone call to the office was made stating the door pad was still an issue and the only issue. This was also sent in a message via Buildertrend. Please note in 2022 we did send out the screen crew twice and the paver crew twice. 

  -After the phone call placed to the office in March 2023, a work order was sent to the paver crew. Per their message to us, this work order was completed. If that is not the case, we can certainly take a look at the issue. 

  -In reviewing the messages we do not see any logs, comments or messages regarding grading. Furthermore, in reviewing the photos the yard was swaled away from the pool and completed per contract terms. Please note that any further landscaping or drainage needed does fall under homeowner responsibility. 

  No further items were called in to the office prior to this or at the time of the message/phone call in March, as all other items were completed. Please understand that it is not our intention to make you feel uneasy in any way but we do have to relay the information available to us. 

  Warranty:

   

  Screen: 1 Year from install

  Pavers: 1 Year from install

  Tile/Coping: 1 Year from install

  Plumbing: 1 Year from install 

  Equipment: 3 Years via Warranty Center

   

  Again, we appreciate you reaching out with your questions/concerns and we are happy to come out and take a look at the door pad if the adjustment was not completed, thank you. 

• Initial Complaint

  Date:10/18/2023

  Type:Service or Repair 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.

  Tropical Escapes didnt finish our pool The pool is leaking, a light on sun deck is loose, salt water system is not put in and the final county inspection has not been set up I called numerous times and they say we will be there next week to fix the problems Nobody is coming. It has been like this for over 2 months now They dont answer the phone anymore

  Business Response

  Date: 10/31/2023

  Salt start up has been completed and there is a service ticket open with ****************************** for the bubbler light, thank you. 

  Customer Answer

  Date: 11/02/2023

  
  Complaint: ********
  
  I am rejecting this response because:salt has been installed but the wires connecting from the pool system is just lying on the ground, the cable, and lays on top of bushes. It needs to be put in the ground. No salt has been added to the pool. There is still a leak, about 1 inches for every 2 days. Final inspection from Hillsborough County has not been either.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:09/12/2023

  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.

  We entered into contract with Tropical Escapes in early May of 2023, and were told it would take approximately (5) months to complete our pool. This was broken down as (2) months for permitting and (3) months for build. We are turning the corner on 4 1/2 months and our construction has come to a halt. Communication from Tropical Escapes as been minimal at best. We were told that the halt on our pool was due to the company being sold to the owner of Totally ******** Service and that our file was put with the "completed" files. We received that communication on August 15th, and were also told on that date that now that they had "found us" that they will be able to start scheduling workers to come out again, pending the arrival of our materials that "should be in next week". Well, today is September 12th. No materials, no progress. After trying to contact anyone on the Tropical Escapes team over and over again via their app buildertrend, via email, and by phone, the only response we ever receive back on BuilderTrend only is "your materials should be arriving next week". One scentence. At one point we were told our home needed to be sprayed for termites as required by Hillsborough county. We live in Pasco. When I asked about this, no response. Additionally, via BuilderTrend, Tropical Escapes claims they have only received $6,551.00 of payment from our loan company. This is bogus, as our loan company has released over $26K directly to Tropical Escapes. This money never once landed in our hands and has apparently vanished into thin air... but to our misfortune, we are stuck with the bill. We are in limbo with a chipping cement pit of standing water in our back yard and no end in sight.

  Business Response

  Date: 09/25/2023

  Thank you for reaching out. A member of our team reached out after receiving the original notice. We are working as diligently as possible to complete the ********* project. Thank you in advance for your continued patience. 

  Customer Answer

  Date: 09/26/2023

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

• Initial Complaint

  Date:09/07/2023

  Type:Order 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.

  Signed a purchase agreement with Tropical Escapes on June 7 2023, met with *******************, Project Manager / supposed owner on July 12, 2023 to break ground shortly after on July 20 and then on July 24th the pool shell was completed. To this point we have paid $64,977.10 out of the $74,149.85 contract for the pool (excluding $25,815 for screen enclosure and composite roof) which is 88% of the pool cost despite the pool construction been approximately 40% completed. The company supposedly was sold or pending merger as of early August per text conversation with my sales representative. *********** Pool Builders or their subcontractor completed pre-grading on August 8 but the last time we had an update from ************************* and **** was on August 28. We will like to meet with the new administration, get a detailed invoice of what has been paid to subcontractors and timeline to complete the pool before September 13, 2023. If unable to meet these requirements please reimburse us the monies paid as it is not our fault this process is taking so long.

  Business Response

  Date: 09/07/2023

  I had spoken to the homeowner and explained that we are waiting on tile/coping, and once onsite we will update the crew for install.

   

  Customer Answer

  Date: 09/15/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is partially satisfactory to me.

  Today, September 15, 2023, we received a pallet of coping only as promised by *********** Builder's representative. 

  We are looking forward for the coping installation; tile & pavers delivery; plumbing & electrical install including respective inspections; and decking to finalize the pool portion with has been paid for so far.  

  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/22/2023

  Type:Order 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.

  I signed my contract with Tropical Escape on 11/3/2022, permit was pulled and ground broken 3/2023. Tropical Escape last came out to the property on August 1, 2023 to start the pool up. A few valves were faulty and leaking, and they left the outside of the stem wall with holes, ********** exposed, and ***** nails sticking out. I attempted to reach out multiple times to find out on August 4th they had sold their business to another company. However, as of August 19, 2023 my husband and I received a certified letter from one of the subcontractors for notice to place a lien on our house for work they completed in June 2023 and Tropical Escape with owners **** and *********************** did not pay them. I am concerned they did not pay other subs and we had already paid in full as of July 2023. *********************** was emailed of this situation and stated they have no intentions on fixing anything and it is on the new owner, but the new owner, ***************************** (*********** pools), is telling us anything before he acquired Tropical Escape on 8/4/23 is out of his hands. **** and *********************** took our money and did not pay all subcontractors! This is sounding very familiar as to the owner of Olympus Pools and I'm sure there are others like us out there.

  Business Response

  Date: 08/22/2023

  Hello, 

   

  Thank you for reaching out. We apologize for any delay in response, the company is finalizing a merger and doing there best to keep up. We will be reaching out asap. Thank you again and have a great day. 

  Customer Answer

  Date: 08/23/2023

   
  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.
  
  

  The new owner has contacted me and is making everything right.
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/16/2023

  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.

  PAID: $110,293.00 Broke Ground: 01/24/2022 Days to Complete: 563 & counting (1st permit expired)We had 4 ************* Jets installed and they were all having problems. I pulled up the Jandy installation manual and spoke to the Jandy representative about the issue. Tropical Escapes did not put a filter on the secondary pump, causing the jets to clog. The jets were not installed with a drain, but the drain hole was open to the dirt, so when it did get filled with water the jet canister was filled with inches of mud.Topical Escapes did install a secondary filter and installed drained to the jets, but they do not know what they're doing and the drains are clogging.As of 08/10/2023 we are currently just trying to get things wrapped up with all the leaks and pool issues so we can have the landscaping installed and get our final permit approved before the second permit expires. The estimated time for our pool to be completed was ***** weeks and our pool is now over 80 weeks.

  Business Response

  Date: 08/22/2023

  Hello, 
  Thank you for reaching out. We apologize for any delay in response, the company is finalizing a merger and doing there best to keep up. We will be reaching out asap. Thank you again and have a great day. 

• Initial Complaint

  Date:01/23/2023

  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.

  Pool was completed 8-10-22 Open items Not all inspections have been completed related to the project and Final permit with the city not done Pavers not level Pool deck does not have proper filling causing shifting Pool deck not cleaned and acid washed Screen leaks where it meets posts Pool owners/ managers will not return calls

   

  Business Response

  Date: 01/25/2023

  This response was provided verbally to BBB:

  We will reach out to our customer to address his issues.  It does not appear that we have received communication from the customer about any potential issues since 10/15/22.

• Initial Complaint

  Date:11/29/2022

  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.

  In May 2021, we contracted Tropical Escapes Pool to design and build our pool. They started working on the pool in September 2021, and finished, after multiple calls and emails, in June 2022. After completion, we noticed there were some issues to be resolved one and most important, we suspect a water leak as the pool's water system goes down over an inch per day. Therefore, we have to add water every three (3) days. **** (owner) and ***** came out and did a tint test on the upper incoming and outgoing lines and instructed us to do a 24 hour test with the power on and then off and to take pictures of the receding water. We did as told, and they never responded. After, several calls and emails, attached are copies of the emails, they claim there's no leak and that if we want a leak detention company, we have to sign an agreement that if there's no leak, we need to pay **************************. I believe this is unacceptable as its their responsibility to assure our pool is working properly. We have had multiple emails and calls to them, from the beginning, without response. All we ask is for them to do as any responsible company should do and repair the problem. We know there's a leak problem its their responsibility to solve it. Whatever, is need to solve the problem it's up to them as this pool is newly finished and we should have no issues. ***** and **************************

  Business Response

  Date: 12/02/2022

  Customer was advised some evaporation is normal and we proceeded with our normal procedure. Customer signs off on ******************************************* paying for leak detection initially and if they should find no leak or due to customer usage, charge is passed on to customer. This option has been provided and we are still waiting for confirmation. 

• Initial Complaint

  Date:06/28/2022

  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 will make this brief as I read a lot of BBB complaints and we experienced lack of customer service when I called in with a few complaints (my air blower came off , my pool turned green as we did not receive clear instructions to keep the pool skimmer open, they have scraped my exterior walls, they removed cement and I am posting what the back of my pool looks like) I have called and used Buildertrend to communicate our ongoing issues I want my pool finished correctly, and according to Kyle Tropical Escapes is liable for the stucco and scraped walls I have paid in FULL

  Business Response

  Date: 02/21/2023

  Hello,

  This pool is complete. Please note stucco is not included, however, it was still completed by Tropical Escapes. Customer was instructed, please see daily log that is attached. Although this was a scheduled visit, customer was not able to giver ************** their complete attention due to being on the phone. Nonetheless we are happy to advise the project is complete at this time and the permit is closed. 

• Initial Complaint

  Date:06/18/2022

  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.

  We signed a contract with Tropical Escapes Pool Builders on 8 June 2021 at their Land O' Lakes, Florida Office with Sabastian. The pool and spa dimensions we agreed on was 14 feet x 30 feet. The agreed upon date of completion was February 2022 by Brian the Production Manager. As of 18 June 2022, we have paid $81,000 and our pool is still not complete. The Artistic Tile Pavers the company installed were completed incorrectly and we asked our Production Manager to rectify the issue. The pavers have never been corrected as of 18 June 2022. The company still has not completed the following work: full electrical installation, pool light installation, interior pebble tech installation, testing and orientation of pump, filter and heater, chemicals, and clean-up of pool area. We have paid all invoices in full price to the company. The company recently (3 June 2022) asked us to pay an extra $4,000 due to inflation to complete the pool even though our contract does not state that Tropical Escapes Pool builders can change the agreed upon price. We have tried to call, text, and email the company but they will not respond to our communication. The company will not engage with us in any manner. We have even tried to visit the office in person but the office personnel told us to use the builders Trend Application to communicate and they will not hold any meetings at their office. The company shows that they will only communicate on the Builder Trend Application. We tried to set up a meeting on the Builder Trend Application but the company would not respond to us to set up a meeting. We want the company to finish the pool construction at the agreed upon price and we want the pool completed as soon as possible. Pictures of our pool not completed are provided in the five attachments.

  Business Response

  Date: 02/21/2023

  Hello, 

  This pool is plastered and filled. However, we understand there is an outstanding screen warranty. Unfortunately, the original screen contractor will not honor their warranty and have specifically stated the request is not a valid warranty claim. Tropical Escapes is paying additional fees to another screen contractor in an effort to close out this item.