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:10/03/2024

  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.

  Technician ***** showed a complete lack of care while pressure washing, resulting in chipped paint and dents all over the base of my lanai screen. The damage is extensive and incredibly frustrating. The damage is extensive. I tried to contact an owner / manager ****** and didn't receive any options for resolution.

  Business Response

  Date: 10/06/2024

  After further review of the project site, I did note the aluminum screen had pitting, but it was not from our pressure washing equipment it was from an underlying common issue of corrosion on enclosures that are older.  As noted in the ******************* property **************** report the enclosure was built in 2005 (19 years old.  The owner stated to me he has never had it serviced or painted. Aluminum enclosures over time display oxidation under paint. It is not visible from most homeowners until cleaning. The oxidation is a natural chemical process that occurs when aluminum reacts with oxygen in the presence of moisture. This reaction forms a layer of aluminum oxide under the painted surface. It will flake overtime.  Most homeowners will have enclosures checked every 10 years on the average.  The factors contributing to the oxidation of aluminum on your pool closure are: 1. moisture: Exposure to rain, humidity, and water from the pool can accelerate the oxidation process. This year we experienced the highest rainfall in many years.  Salt: We live in a higher than average salt rich environment in ******* as well as the pool being a salt water pool.   

  Oxidation can lead to corrosion and pitting on the alumum surface (as witnessed by ************* ******** it was not our equipment.). Corrosion weakens the metal, and pitting results in small holes, craters, and scale like textures.  If you feel or look at the surface of the paint in various areas you can feel the texture scaly as well as raised. So the corrosion happening under the paint was not noticeble to the eye.  This weekended the adhesion to the surface which became loose with the cleaning process.  We clean many decks and do not have this issue unless it has corrosion. Oxidation on aluminum pool enclosures is a natural process. The lifespan of a pool enclosure can be influenced by many factors.

  That being said I would have communicated this with the customer, but in the accusitory manner he was communicating with me and by putting in a BBB complaint I felt this forum would be best to explain the situation.  My employee he mentioned takes great care in his work especially since he will be a future owner.  He has work for this company for 10 years and is my son who is the owner.  Many of our team members listen to music while they work through earbuds.  This also helps them lower the noise of the machines.  

  He did contact me via text and I was driving in ******* the entire day. I forwarded the message to my office to set up a time on my calendar to meet.  ********* manager works afternoons 1pm to 8 pm.  We are a small family business that services 3 major cities.  I do try to get to my customers as quick as I can.  

  Customer Answer

  Date: 10/07/2024

   
  Complaint: 22376316
  

  ****** ******
  Im writing in response to your recent claim that the damage to my pool enclosure is due to oxidation. While I understand that oxidation can cause deterioration over time, this does not align with the immediate and visible damage that occurred following the pressure washing conducted by one of your technicians.
  As you mentioned during your visit, the damage appeared to be the result of the pressure washing, and you assured me that this issue would be resolved. Now, the situation has changed, and you're attributing the damage to oxidation, which simply does not explain the freshly peeled paint and areas of exposure that are now prone to rusting.
  Additionally, I have photographic evidence taken just before the service was performed by Tropical Paver Sealing. These photos clearly show that the paint was intact and in good condition prior to the pressure washing. I urge you to reconsider your stance, as the photos substantiate that the damage was not present before the service.
  Furthermore, after promising to get back to me the same afternoon, I have not heard from you, despite my attempts to reach out. Given the extent of the damage and the potential for rust, this matter requires urgent attention, as repainting is now necessary to prevent further deterioration.
  I request that you address this issue promptly, as per your initial commitment, and provide a clear plan for resolving the damage caused during the service.
  

  Business Response

  Date: 10/07/2024

  I did not complete my report. Even though this was not entirely our fault because of the underlying condition of the surface I can repair. We will sand the surface and paint it with matching paint.

  
  

  Customer Answer

  Date: 10/07/2024

   
  Complaint: 22376316
  
  I am rejecting this response because: I was not contacted by the business to schedule the repair / painting. The repair wasn't performed. The owner of business ****** ****** didn't contact me. I will be satisfied once all the damages to my pool enclosure are sanded and repainted with matching color paint. 
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 11/02/2024

  Unfortunately I was not able to complete my first statement properly. This customer contacted our office and without giving me the opportunity in my schedule to come out they put in a BBB complaint.  They also stated they would go after our license if we didn't take care of the situation before giving me the opportunity to address the complaint.  From the many years I have worked with customers I have never had a customer start that way.  I sent a text to schedule a visit to review and I felt threatened when I was told I was forbidden to look at the property unless the customer was home.  I understand but again the negativity from the beginning sends red flags to me about the customer, his complaint and my safety.  I did go to the site with a customer in attendance, I saw the condition of the enclosure as I had suspected it was pitted from rust under the paint which is a normal problem with enclosures older than 10 years in ** due to weather and salt pool. Paint does not chip unless that is the case.  The customer stated to me he had never had it inspected or maintained in the 15 years of the enclosure's life.  I was going to present the findings to the customer to educate them but again I did not feel they would be open to listening since they felt we were careless. Even though this is NOT our fault because the integrity of the enclosure is pitted under the paint due to age, they did not see it because it was under the paint. 

  I did contact a few companies to complete the repairs both before and after the hurricane, but wait lists are about 2-6 months on such a basic repair need.  I was going to offer to correct the repair because it is a simple process I have done before on my own property, but again I did not feel the customer would be satisfied. I am willing to refund the customer his money if he agrees to consider the matter closed, leaving my company allow, do not take further negative actions such as they have contacted this, the licenseing borrow, and added negative statements about my employees or business.  If so I will take further legal action for slander and defamation. Our company has worked hard for over 40 years to make customers happy and we do correct issues if they are our fault, but being that this customer did not give us the opportunity to educate them prior to filing complaints publicly and seeing how we can rectify the situation. I do not think any repairs would be good enough for them. 

  Customer Answer

  Date: 11/04/2024

   
  Complaint: 22376316
  
  I am rejecting this response because:

  The full refund was not made by the business. I will consider the case closed and accept the response one the full refund is made to my account. 

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

• Initial Complaint

  Date:04/20/2023

  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.

  We hired Tropical Paver Sealing on 5/21/2022 to pressure wash and seal two driveways along with the travertine tile in our lanai area. We paid the company a total of $4,231.00 for the services. I recently noticed that the sealer in both driveways is turning white from the sealer breaking down. I contacted **** at Tropical Paver Sealing and explained the problem. ******, the owner, came out today and told me that the sealer in my main driveway was breaking down because there was old sealer, a cheap brand, that the owner must have put down before they put the sealer, and this is why, when in fact the previous owner used However, I took her to the other driveway, where no prior sealer was placed except theirs, and showed her the same problem. White areas from the sealer product breaking down. She explained that this was normal and that she could take care of the problem for another $2,000 that we are due for our "yearly" maintenance. According to the paperwork provided by Tropical Pavers Sealing, there is a 1 year warranty that covers the sealer itself, and "In reality, you don't start to see any kind of breakdown until maybe towards the end of the second year." This is not the case, and Tropical Paver Sealing is not holding up to their end of the agreement/warranty.

• Initial Complaint

  Date:10/27/2022

  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.

  When receiving the estimate I asked if sealing would take care of white spots on oavers and estimator said yes but that they would come back after a few years, I was also told that the product to be used was superior and that they applied 3 coats of sealer. So I agreed to job, workers were nice and did job in 3 hrs.. within a few days a large area had turned white again along with 2 smaller areas. I texted and called several times, left messages and received no call back, I had my wife call and they picked up right away.They sent someone out to look and they told my wife was told there was nothing they could do to remediate white spotted area, , I texted owner and got no response, waited a few days and called and he answered, all he could say was that there was nothing he could do and that he was sorry. I would have chosen a different treatment for my pavers if I had known that what they promised was not possible. Saying your sorry does nothing , I spent **** dollars and my pavers look bad. He harped on how good a company they were and how their product was the best. Regretfully not in my case.

  Business Response

  Date: 10/27/2022

  We received a call from ************ stating that after cleaning and sealing a stain appeared on his surface. We sent a technician over within a couple of days. Upon arrival the technician spoke to the wife who stated the stain was always there. Then ************ changed his statement to the stain had been there and that the female who came out to do the estimate stated she guaranteed the stain would come out.  
  ************** estimate was completed by the owner, and she never guarantees stains will come out 100% due to the fact we do not always know the origin of stain, age of stain or surface, condition of the surface, or if the stain was sealed in prior. We state this 100% to all customers:  our technicians will use various stain removers from organic to acid to remove the stains. We will stop if we see damage occurring to the surface.
  This house was just purchased, and the customer did not know the history of the surface. It did have remnants of being sealed previously in some areas, including the stained area. We do our best to satisfy customers,but some stains do not come out no matter what we do. During the estimate this was explained as with all customers.