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:01/10/2025

  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.

  Contacted Tropical Whse. To do tub to walking shower. Contract signed 5/15/2024 for $26,800 for 2 bathroom. I wrote check $13,400 50%. Then I told **** I wanted only one The Master bedroom shower and cancel the 2nd bath. Shower renovated started 6/25/2024 to 6/27/2024. After job was done, I noticed the floor was creaking very bad, so I contacted Tropical Wholesale 7/2/24, left a few phone messages with the office, but no response so I emailed **** 7/6/24. And **** tells me the installers double check before laying shower pan down. But if they did double check "why is it creaking" ? **** said it could be a building issue and for me to call another contractor to resolve the issue, at my expense. My question is, if it is a structural issue, WHY didn't the installer see it!!! And at the time of writing up the contract, **** tells me to sign the contract, but I told him I want to read before signing. And he tells me, sign it and read it later. He also mentioned that there is a warranty. Be he never honor any warranty. I've submitted a complaint to **** on 11/1/2024 And contacted Senator **** **** office 12/4/2024 and spoke to ****** about all this. Now just waiting for response.

  

  Business Response

  Date: 01/11/2025

  Yes Mrs ******* notified us as well as made a complaint in **** who regulates Construction work for the State of ******.  **** ***** investigated the issue and found Tropical not at fault.  This is why Mrs ******* is trying another way to complain.  This is a structural issue nothing to do with Tropical work   However I did offer Mrs ******* an option.  Put ********* in an escrow account under **** control and Tropical would tear the unit apart.  If it is structural as I and **** have agreed then Tropical would receive payment from the escrow account without litigation for redoing the work. Unfortunately Mrs ******* has instead chose to complain to the BBB.  As far as the other accusations I can only say they are false.  Aloha and Mahalo ******* ***** President Tropical Wholesale ***

• Initial Complaint

  Date:04/10/2024

  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.

  **** owner of tropical wholesale ensured us that the the jacuzzi brand tub was a lifetime warranty item and we complained to ***** numerous times regarding the jacuzzi tub hinge for the door is falling apart two years ago, ******* got bought out by another company and the new owners of jacuzzi tubs came by with ****, **** was the guys name, and ensured us that the part will be found and replaced as soon as possible. There is a crack in the door of the jacuzzi tub and was noted by **** and they would be remedying the crack by replacing the door and the hinge. Two years ago, the tub door started leaking and we told **** and ****, so far nothing has been done to solve the leak, cant even fill the jacuzzi tub and use the tub without the tub leaking water all over the bathroom floor. Made numerous calls to Matts cell phone and text messages, and nothing gets done.

  

  Business Response

  Date: 04/11/2024

  I have been in touch with *************** over 20 times on this matter. He is well aware of the status on this matter. The parts have been ordered. I understand ************** frustration as I have even taken a Jacuzzi representative to his home to address the matter. The fact is Tropical is just the installing Contractor. The warranty on the walk in unit is from ******* and the complaint is with *******. There is no workmanship issue here. The issue is with the Factory Warranty from Jacuzzi. I suggest ********** contact ******* directly as I am ************ him get a remedy as a courtesy. Tropical has no warranty on Jacuzzi Materials. Tropical does not get reimbursed for the service. The walk in tub is over 5 years old and the *************** only requires a 1 year warranty on Contractor workmanship issues. If ********** wants ******* contact info he can call my office at ************ 9 to 5 M TO F.               Aloha and Mahalo Matthew Houar President ********************** ****

• Initial Complaint

  Date:03/22/2024

  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.

  On Juy 29, 2023, I signed 3 contracts with Matt ********************** of Tropical Wholesale: (1) bathroom remodel; (2) vinyl siding installation and repairs; and (3) windows installation. Work began on Nov. 13, 2023 and stopped on Feb. 15, 2024. On Feb. 16, 2024, **** charged a final payment against my credit card, without my knowledge or consent and without completing all of the work specified in our contracts. Most significant unfinished projects: fascia trim was not installed; spalling repair to approximately one-third of the exterior hollow tile walls is unfinished; one side of the house was primed but not painted; shower stall accessories not installed was not credited back to me. Lesser unfinished work include: siding trim work under the ohana unit front door; touch up painting in various spots around the house; clean up of supplies when job abandoned; replacement of storage crates and flower pots damaged during renovation; and re-hanging a door being repaired.

  

  Business Response

  Date: 03/26/2024

  ************** here owner of Tropical.  # 1 Top Fascia not replaced-   This was not in the Contract. Only the top walls and the bottom soffit and Fascia.  #2 Spalling not done- All the spalling was done however ******************** did not like the spalling on one side of the home compared to the other. This is because one side is a room addition and much newer so of course the 30 years between building areas the spalling will look different. My ******* went over this with *********************.  #3 Painting- House was completely painted but I will send a ******* to recheck the paint done.   #4 Siding under front entrance top story again only wall area was contracted to do on Top story. # 5 - Job cleaned up- Job was cleaned up but I will send ******* to check.  #6 Rehang Door - Not in Contract.  # 7 - Old Crates and pot damaged- Tropical moved old crates and pots at customer request. Because of age they some broke on contact. ******************** said no Problem because her old clothes line also broke and we replaced the clothes line with a new heavy duty one for free. # 8 - Credit for Accessories ******************** decided not to install. This should not be an issue because we replaced flooring instead in bathroom area that cost Tropical much more than installing the accessories at ************************* request. Flooring was not in the contract. # 9 Note some of the Fascia ******************** wanted replaced was not Fascia it was drip edge from the roof. This was not in our contract. # ** GUTTERS - Gutters were in the contract however ********************* decided to hire another Contractor. This was after Tropical had painted all the Downspouts at ************************* request. This was not in the Contract and Tropical was not compensated for this work.         Tropical did however credit $ ******** dollars off the final contract price because the gutters were not installed by Tropical. And as for running ************************* Credit Card with out her permission all Contracts ********************* signed say in Bold print authorization is given to charge the full amount of job unless noted. There was no noted.   I hope this answers all questions. Tropical will dispatch a ******* to check the areas noted here and if valid they will be rectified. Aloha and Mahalo and if I can be of any further help please contact me. Matthew R Houar   President * General Contractor  Tropical Wholesale ****

• Initial Complaint

  Date:01/07/2023

  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.

  August 1, 2020 we signed contract for 10 windows/2 sliding doors for a total of $19,999. They were finally installed March 2021; one window installed with damage. We were told they would replace it. We paid balance due. Called May 3, 2021, office said replacement is in next shipment and they will call by weekend to schedule installation. No call received. July 7, 2021, we called, got no response. July 8, 2021 **** said he was having problems at the warehouse, he will check for the window, may be 2 weeks. August 1, 2021 Called ****, he said he is still looking. Jan 31, 2022 We sent letter requesting definite date for installation, proof it was ordered, or refund. February 15, 2022 **** came to measure. March 15, 2022 Called ****. He said the window may be in container just arrived and he will mail copy of order. No copy arrived. June 22, *************************************************** refund. June 28, 2022 **** called, said order was by email to East Coast and he couldn't send it to us, and window may be in container just arrived or the next. Promised to call with search result. He has not contacted us since. We feel we have exhausted all avenues of solution.

  

  Business Response

  Date: 01/09/2023

  M/M ******* product for repairs is on order. To clear up any questions this is a factory product failure. Simonton Windows and doors makes a great window however their service ***** *****. In fact they do not even pay us for the repairs we make for factory failures. M/************ knows we are working on their behalf because ******** has sent the wrong parts twice already. We went to install the one factory failure vent and it was wrong twice. Remember Tropical does not warranty the materials. Tropical is just the installing Contractor. M/******** real beef is with Simonton Windows and Doors. Tropical has just been assisting on this matter as a courtesy. M/************ should try to contact Simonton directly. This is frustrating because Tropical is now getting a complaint for a factory failure that is Not our warranty. Tropical is just trying to assist a customer on ********* behalf. This we now know is a big mistake because of this Complaint. TROPICAL now longer will be doing Free warranty work for ********. Please tell M/M ***** to contact ******** directly at ********.com. If there is a workmanship issue within the first year of installation of products Tropical warrants that. This is ************ law. However after 1 year Tropical has No installation warranty on any project. ************** owner of TropicalAnd Tell us why here...

  Customer Answer

  Date: 01/12/2023

   
  Complaint: 18702417
  
  I am rejecting this response because:

  On August 1, 2020, we purchased windows and sliding doors from Tropical Wholesale for $19,999.  After an inexplicable delay they were installed eight months later in March of 2021.  Two of the windows had crush damage, most likely occurring during shipment or storage, and we were told that replacements were ordered.  Six month later, following repeated contacts, one window was repaired from parts Tropical had on hand, and we were promised a replacement window was on order for the other.  Then another year passed, with multiple efforts on our part and still no replacement window.  This has never been a manufacturing or workmanship problem.  The damage to the windows was discovered at the work site but they were installed pending replacement windows.  There were no attempts to install any replacement windows.  We purchased the windows from, and paid for the windows to Tropical Wholesale who provided us with brochures which list their name as well as the product description and the lifetime warranty that covers both labor and materials.  If the compensation **** receives from ******** is unacceptable then he should take that up with ******** or no longer sell and install their windows.  To continue to advertise,sell, and install a product with a lifetime warranty while intending to not honor it is wrong.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 01/23/2023

  The customer is wrong here. ******** widows and doors back ordered a couple of windows. When the product arrived we installed the back ordered product and was paid. Then the customer noticed a factory defect on a glass unit. Tropical immediately ordered the unit which was sent wrong twice by the factory Simonton Windows and doors. Tropical has ordered the unit a third time. When it finally arrives we will install the vent. While we wait for the part let me assure you there is No leak or Security issue. The glass on one window is slightly fogged up. Just a eye sore unfortunately. However to reiterate Tropical is just the installing Contractor and Not the manufacture warranting the windows. This means Tropical is in no way responsible for this issue. The consumer should be happy Tropical is assisting in this matter and hopefully be patient. Complaining against Tropical will not fix the issue. The consumer should be complaining against ******** Windows and Doors. 

  Customer Answer

  Date: 01/30/2023

   
  Complaint: 18702417
  
  I am rejecting this response because:We believe **** has ** confused with other complaining customers.  We have not had any vent failures, fogging, nor have any wrong windows been delivered.  This is not a complaint that Simontons windows failed because of manufacturing problems or that ******** will not back their warranty.
  As the windows were being installed in March of 2021, the installers acknowledged that two of the windows were DAMAGED and would need to be repaired or replaced.  One was repaired, the other requires, and awaits, replacement.  We assume the replacement was reordered, but there has been no attempt at installing wrongwindows.
  We have no way of knowing if Tropical ordered the replacement window or not, received it or didnt, or just lost track of what was happening.  This is not a problem of installation workmanship but the temporary installation of the damaged window which has never been replaced as promised.  If Tropical is working on our behalf and assisting out of an act of courtesy, they should be reminded that it has taken over two years to order, receive and install a window which they sold to us and received full payment at the time of installation of the 10 windows.
  We believe that a fair solution is to request that Tropical refund 10% of cost of the ten windows paid for unless and until the tenth window is replaced.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 02/07/2023

  Again parts have been ordered and the issue is a factory issue. We have been working to assist *************** Unfortunately ******** is really slow and of course the pandemic did not help. We have told ************** when the part arrives we will put it in. There is no need to uninstall a whole window as this is just a sash issue that is unsightly. This has no bearing on weatherproofing ( leakage ) ect. Until the part arrives Tropical can do nothing more. As far as a 10% refund I don't believe that's a appropriate because again this is a factory defect issue.  Tell us why here...

  Customer Answer

  Date: 02/14/2023

   
  Complaint: 18702417
  
  I am rejecting this response because:We appreciate **** from Tropical coming out, measuring the window, acknowledging the defect and re-ordering it,although as we have said, **** also came out, measured and promised to re-order it.  We trust that after two years, there will be a real follow-through at last. Our only purpose in asking for a refund until or unless the window was replaced, was to motivate the company to act on the promises.  We are optimistic that progress is being made and hope to resolve this matter soon. As soon as that happens we will be happy to Accept the Business Response.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/07/2022

  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.

  On May 10, 2021, we contracted Tropical Wholesale to replace 8 windows and 1 sliding door pane. The work began on September 22, 2021 and a deposit of $7,000 was given. It was completed on September 30, 2021 and a final payment of $6,809.10 was paid. The total payment was $13,809.10. Since we noticed that the sliding door pane was cloudy, we called the local office (spoke to Sierra ********* to report it and to have it replaced with a new one. We called many times and also called their mainland office (***************, ****************************. We even spoke to the owner Matthew Houar. Even though **************** said she sent the pane in mid-May, we're not certain it is here in ******. Tropical Wholesale still has not resolved this. The original claim number was cancelled by the mainland office since they said we did not respond to their email (they had an incorrect email). The second claim number is PG01638330.

  

  Business Response

  Date: 08/07/2022

  Unfortunately Mr ******* has mistaken the liability for this situation.  The main mistake is Tropical is just the installing Contractor.  Tropical is not the manufacture. The liability here clearly is upon ******** Windows and Doors. We at Tropical have tried to assist Mr ******* with the issue that is being complained about. In doing so Mr. ******* is mistaken Tropicals good will for liability.  ******** Windows and Doors warrants the Product they manufacture. Tropical only warrants workmanship. Tropical s workmanship warranty is clearly stated on Mr *******s Contract. The contract States One year Workmanship from installation date. This issue is not a workmanship issue it is a factory failure. When a window or door unit fogs up or gets cloudy between the glass this is known as IG failure.  I suggest Mr ******* follow up with ******** Windows and Doors on their claim and set up a factory appointment to have a factory tech correct the issue. I am confident that ******** Windows and Doors covers this in the warranty. Unfortunately Tropical is not part of that warranty and does not do warranty work for ********. I believe there is a local ******** repair tech on Island. Tropical has assisted Mr ******* as much as we can. Mr. ******* needs to contact ******** for help and warranty work.  Aloha and Mahalo. If Tropical can be of service in a non factory warranty issue Tropical is happy to accommodate Mr ******* or any other Tropical customer.  

  Customer Answer

  Date: 08/11/2022

   
  Complaint: 17683311
  
  I am rejecting this response because:We have not completed the replacement of our damaged window panel. Recently, there has been some improvement in communication with the mainland office. On August 9th, we received an email from *************************** with ******** Windows saying that she will contact a sub-contractor. She will let us know when/how the panel will be delivered to our home and advise more details about the sub-contractor. We would like to continue this open communication until this is resolved. Thank you. 

  
  Sincerely,
  
  ******** & ******* *******