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:11/27/2024

  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.

  We have never taken out a home improvement loan, it has been a dream of ours to own a pool and with my health condition, Ive been told that swimming would help me, stress makes my condition spike.i am extremely upset that first off I signed the contract with Paradise in May, I was assured the pool would be completed in six months, we had even told family, pool party for Thanksgiving. I was giving a finance company information by the representative seo paradise, upon initially doing the loan and once the loan was approved by ************** and lend jet we were told we needed to pay a $2,000 non refundable fee. We agreed since thie pool was a necessity, we were told draws wood need to be made within the 180 days of the loan I e plainer this to paradise, we reached out several times letting them know and we were told permitting took long and that we shouldnt worry about it that the pool process and the draw would take place before then. Only 3,weeks ago did they come dig the pool, they havent touched it since and they just now sinitted a payment request. My loan is now closed and I have to pay ****** another $2000 to start the loan application again. Upon calling paradise to see what can be done about this because I refuse to pay that loan application fee again, besides this is going to impact my credit score they pretended like its my fault and they do not know anything about the loan time when Ive copied them and tons two different people in the office that the loan would expire. I need resolution or guidance please. I also paid Paradise $2,500 which I was told would be refunded back to me once they started building the pool or go towards credit but I havent seen anything

  

  Business Response

  Date: 12/02/2024

  This is a financed pool and the homeowner was notified that their financing was due to expire so they were informed that we will request the excavation payment a few days before the excavation so as to avoid any issues. They were notified numerous times to approve the first payment (excavation).  They did not approve this payment so their loan expired.  Any funds outside of their loan amount would be refunded once we received their first draw.  This expiration is due to lack of authorization of payment by the homeowner.  

• Initial Complaint

  Date:10/15/2024

  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.

  The pool is not level, the pool railing doesn't not sit properly and the pool liner is not installed properly. We have asked several times for this to be repaired.

  

  Business Response

  Date: 10/18/2024

  Hello:

  You have the wrong company We do not build in **************.  We are a Florida company.  Thank you.

• Initial Complaint

  Date:07/18/2023

  Type:Sales and Advertising 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 Paradise Pools in August of 2022 to build a pool in our yard for a price of $59,253. We have paid the amount in full and are waiting for completion by the company of the grading, so we can pass inspection and have our landscaper lay new sod for ourselves and our neighbor. The inspector for Martin County has failed their grading now twice in the last two months and this morning the company stated that it is not their problem anymore and they can no longer offer this as a courtesy. The contract we signed was for Paradise Pools to build the pool and do the drainage and pass the inspections. We would be responsible for the screen enclosure (which we had built) and placing sod to repair the grass that had been damaged. Currently we cannot finish the yard as they have been failing inspection and we are receiving notice from our HOA that we need to have this done ASAP to avoid fines.

  

  Business Response

  Date: 07/25/2023

  **************** needs to refer to his signed contract (Section 6/Item 27) which clearly states "Homeowner is responsible for any grading necessary for drainage as per their city requirements".  

  Customer Answer

  Date: 07/25/2023

   
  Complaint: 20340838
  
  I am rejecting this response because: Paradise pools has been doing the grading since memorial day and even told us we could not fill the pool until the grading was completed. They have been out twice to do the job and called for inspection after and failed both times. They left the job incomplete and did not do a good enough job and left us on the hook for it when it did not succeed. Now we are being forced to come out of pocket to have a better company fix the mess they left.  Also, we asked for a copy of this contract almost a week ago and still reply. I guess we don't owe them any money now, so they don't owe a response. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 08/03/2023

  You were given a copy of your contract when it was signed by you.  We did email you a copy of your contract as asked.  As for us trying to be nice and assist you with the grading, this is your responsiblity, hence the fact it is in our contract that it is homeowner responsibility.

• Initial Complaint

  Date:05/17/2023

  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.

  This company has miss manage our project from day one. We signed our contract in December 2021. The first time they came to dig the pool was July 2022. The pool had been left for several months this entire project has been miss, managed or not managed at all the quality of work for the subcontractors has been despicable. We spent ****** more dollars on our decking materials, because they said our product was no longer available. The installation of our decking was less than acceptable and unsafe hey ****, its ***. How are you looking to do later in a little bit later at like **** and accommodate that July When they came out again to reset the decking, they damage several titles, by the crowbar, they used to pick the materials up. Theyve since come back to fix a few tiles, but not to our standards while they left ***** box cutters on our material that stained and they used acid to get out the ***** stain and it damaged our tile. There are also several broken and uneven tiles, and they are unwilling to come back out and fix the problem now that they have been paid in full.

  

  Business Response

  Date: 05/24/2023

  We are not responsible if a product is no longer available from the supplier.  As for us "not willing to come back" we will always address our issues but we will not be back for any warranty on the deck area that you picked up after it was installed.  Yes, you are paid in full and this will be a warranty issue that we have you on schedule to address.

• Initial Complaint

  Date:04/18/2023

  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.

  Company took forever to completethe main problem is they destroyed my septic drain field.took no responsibility told me to f#$$& off..never pulled permits for septic even though they were aware of septic and per email day before excavation asked ME where septic was and said it wouldnt b a problem!then when I saw broken lines they told me it was an old line! It wasnt I discovered 2 months after. Per st lucie county city hall and health department they should have pulled permits!so Im out 10k!

  

  Business Response

  Date: 04/24/2023

  The day of excavation we dug up the "drain field" and we advised the homeowner that we should stop and he advised us that it was nothing and to keep digging.  We believed the homeowner because it is his property and he knows what is underground like a "drain field".  This is the owner's responsibility.

  Customer Answer

  Date: 04/26/2023

   
  Complaint: 19952584
  
  I am rejecting this response because:They are liars!why would I say its no big deal?they told me it was an old septic line so I believed them being they have been in business for years..and now they still havent scheduled final inspections for the pool!
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 05/04/2023

  How would we know that it is an old septic system.  You would know if you are on septic or sewer.  It is your property and you need to take responsibility for your property.  You are holding up your final inspections because you made a change to your safety affidavit and you submitted it to the building department and never paid the fees associated with that so until you pay your outstanding fees with the building department we can't call in the final inspections.

   

  Customer Answer

  Date: 05/05/2023

   
  Complaint: 19952584
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  youre excavating guys TOLD me it was an old line!!again,per health department and building department you should have pulled permit/survey knowing we had septic..your designer ***************** knew! He even had to move the pool waterline from 10 feet to feet 15 from property line due to a change in city codesalso where is your insurance? Also I even said I would split the cost with you but no,youre nonprofessional manager ***** laughed at me!

• Initial Complaint

  Date:02/21/2023

  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.

  Looking to get a Warranty Item replaced from an item installed by Paradise Pools at my home. The item has failed and the manufacturer has stated the item is under warranty and needs Paradise Pools to provide proof of install at my home. Paradise pools at my request to provide required documents has given me every answer except providing the document requested (contract and listed item installed by them) so that the failed item that is under warranty from the manufacturer can be replaced by the manufacturer. I have provided S/N Pictures of all the items installed at my home with no results from Paradise Pools other than telling me it is not their job. I submitted the claim and got the case number which I provided to them. My salt pool is now not functioning properly which is now causing me more expense.

  

  Business Response

  Date: 03/22/2023

  We have given the homeowner the information needed for him to contact the manufacturer to put in a warranty claim.  This item that needs warranty is thru the manufacturer who produced the item.  We have informed him numerous times that he needs to contract them directly.  Thank you.

  Customer Answer

  Date: 03/22/2023

   
  Complaint: 19445123
  
  I am rejecting this response because: Although yes I was able to file the warranty claim it was of no help from them and it was me telling them not the other way around that the manufactured item was under warranty. They insisted it was a 3 year warranty not a 4 year and were not very cooperative in anyway.  They were wrong. They make it sound like they did the work in which the truth is I did and only I did all the work. even when I asked for the regional sales rep for the manufacturer they did not comply. The only reason that I got any response was AFTER the complaint was filed with BBB they sort of answered. The complaint is still valid as they do not stand behind what they sell nor support their warranty of installed equipment. Other consumers need to be made aware of their business practices and let the buyers be ware. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/07/2022

  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.

  Part of the job is not finished, broken items, pavers broken by subcontractors, lights not working, chemicals not completed, start up not done, skimmer not installed, inspections not finalized, others.Just wanted to mention that this work is paid over 96%, and all these items are missing.Horrible customer service!

  

  Business Response

  Date: 10/17/2022

  Your swimming pool did get a start-up, the chipped pavers have been replaced. Punch list items could have been addressed prior to ** plastering the swimming pool but you were pressuring the office for us to plaster your pool.  Per your contract, final plaster payment is due the day before the arrival of the crew, therefore this payment is due.  After payment is received all other warranty items will be addressed.

• Initial Complaint

  Date:09/16/2022

  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.

  Paradise ***************************** is installing an in ground pool at my residence, the issue is that back in June of 2022 when tile and finish coping was installed I brought it to the companies attention that finished pool height was higher than the existing finished floor height of lanai which is only 2 away and that without some sort of remediation water would flow into lanai. After sending one of their employees out to confirm our concerns which employee did was told by Paradise ***************************** they would provide drainage material but they would not install. As this was unacceptable to us to have to pay another company to install drainage for this error, we have tried to work out a reasonable solution with Paradise ***************************** to resolve this problem which has been met with resistance from the company. As the pool is in the final stages of completion and only remaining monies owed to company are a little better than $2,000.00 we have stalled in making final payment and even offered to give them half of remaining balance if they would just finish pool. This compromise was met with nothing but resistance as we have no assurances by company in writing that they will fix the problem they have caused, we are hoping maybe you can reason with company to come to a fair resolution.

  

  Business Response

  Date: 09/23/2022

  The swimming pool elevation must sit higher than the existing patio because water must pitch away from the pool per code.  Homeowner is doing his own deck therefore the hisvdeck crew should install deco drain if he feels he needs it. 

  Customer Answer

  Date: 09/23/2022

   
  Complaint: 18035638
  
  I am rejecting this response because:as can be clearly seen in these 2 pictures I have provided it clearly states by the architects drawing that we used to sign contract on August 31, 2021 that finished pool would be a minimum 6 lower than house finished floor which its not and was confirmed by Paradise Pool & Spas employee.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 10/10/2022

  The 6" minimum elevation from the engineer is if we are going off of the house when there is an existing patio our elevation for the pool is dictated by that.  The deck must pitch away from the pool towards the existing patio.  If the homeowner would like us to supply deco drain for his deck company to install please let us know how many feet he would like and we will get him a price for the material.

  Customer Answer

  Date: 10/11/2022

   
  Complaint: 18035638
  
  I am rejecting this response because:While supplying the materials to remedy a situation that the company should have informed us about before we signed the contract is fine it does nothing to take care of the additional cost we will have to pay to have the product installed by a professional contractor. Some of the additional cost besides the deco drain will be piping from deco drain to daylight to carry water drainage off the property beside any stone that might be needed for base of drain or draining of water.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 10/17/2022

  You removed the deck portion from your contract with us.  Should our deck crew have recommended deco drain we would have given you a cost to have this installed.  This is not a free item.

  Customer Answer

  Date: 10/17/2022

   
  Complaint: 18035638
  
  I am rejecting this response because:the only reason we need the deco drain is because the finished pool height which you installed is higher then the lanai finished floor and according to your architectural drawing which we reviewed and agreed to before signing contract it clearly states finished pool height will be six inches minimum, lower than finished floor. So as youre admitting now you deceived us from day one and were aware of this issue and instead of being forthright and honest with this sale you knew then this would be an additional charge added on to the agreed upon amount in contract. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/24/2022

  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.

  My travertine pool deck was installed in beginning of march 2022 within the first month of this we found a pool leak around the pool light which started to cause all of the tiles around the deep end bench and the light are loose and uneven they came out once to fix this and didnt understand what the issue was well right after they left fixing it, it began all over again I have been reaching out since beginning of June ******************************************************* march of 2022 theyre are several pavers that are loose and a tripping hazard as well some very sharp edges on inside of the corners of the pool I would like this problem solved seeing how I just spent over ***** on our pool but my concern keeps getting ignored and overlooked

  

  Business Response

  Date: 08/30/2022

  This repair has been done.  Our deck crew was running a bit behind schedule.  Thank you.

• Initial Complaint

  Date:07/15/2022

  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.

  I dont know where to begin with my complaints against Paradise. First off I paid a deposit for my pool in April of 2021. A month later the sales rep called me and said they needed to do a lid count that he had forgotten to do so previously. When he came by he told me that I would now need to do a full upgrade to my electrical, but it wouldnt cost much. After getting 5 quotes it came out to $3,600. They finally started digging in November of 2021, and told me they need 7 feet of clearance to excavate. They had 7.5 feet, but their excavation crew took it upon themselves to snap my aluminum fence outwards into my neighbors yard 90 degrees ruining that section. The back fill crew 4 months later then pushed the dirt so hard against my fence that it then separates Im the back and completely feel down. No remorse given. I was told its all part of the construction project, it happens. The back fill crew also hit my house, which I was promised it would be taken care of, that didnt happen. 7 pallets of pavers were left in my yard for 8. HOA fined us. I requested a call from the owner on multiple occasions, with no call back. The real kicker is that we paid for upgraded mosaic glass tiles. Our contract clearly states on line 10 that white grout would be used, they used **** and it looks horrible. Requested a total of 10 times for the owner to call me, once again never happened. I requested a credit for their negligence, and was told by ******** that no one wants to eat that cost. Now my pool has been completed for a month. Drain cover were never installed in my hot tub and a childs foot got caught and sprained their ankle. This company is a fraud that will lie to you, not communicate with you and frankly wont honor their contract. The owner hides behind his project manager and is their just to collect a check. All I ever wanted is a call, but now we will seek legal action to have items fixed that they had no intent to ever fix.

  

  Business Response

  Date: 07/19/2022

  Our office is more than capable to answer any questions or concerns you have.  The main drain covers have been installed.  Unfortunately they were out of stock at the time we completed your swimming pool.  As for the grout we did not want your pool to look like a checker board with white grout.  White grout is only used on a standard tile not glass.