ComplaintsforTropicana Homes

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have a stand alone shower in our master bathroom. We had issues prior with the grout and mold. The builder had their subcontractor come out and tell us to use CLR mold killer and put grout over the old grout. Eventually, after 2 1/2 years the grout at the bottom right of the shower was growing mold. We cleaned what we could see and put mold killer all over the bottom of the shower and sealed the grout with silicone to prevent further damage. It seemed to resolve the issue. Later, we noticed mold growing under the silicone. We are out of warranty with the builder. Our home is only 2 1/2 years old. We called several tile companies for an estimate to fix the issue because we thought the shower only needed to be grouted again. We were prepared to pay for the repair. When the contractor came and started to remove the floor, this is when the real issues were discovered. The shower pan was not installed properly. The shower pan should go all the way to the wall. There was a one inch gap between the shower pan and wall with standing water in the bottom. The water damage went up the walls to the point the rock board behind the tiles were wet and can be easily pulled away from the wall. The rock board is wet. It is still wet a day later after having tiles exposed. You can also feel the moisture on the insulation. The shower pan is literally molded and falling apart. We contacted the builder after discovering these extreme issues. They sent their warranty employee out to view the shower. He was shocked at how the shower was installed and said this was not properly installed. He said he would speak to the warranty director. The warranty director sent out the tile subcontractor. The owner showed up and would only say he does not know if there should be water under the tile. When questioned further, he only responded with I dont know if it should be there because I have never taken apart the shower after 3 years. He said he would have to check with his tile guy

  

  Business response

  07/17/2024

  Thank you for bringing this matter to our attention. We take all feedback seriously and are committed to resolving any issues our customers may experience. This matter has been escalated and is being investigated. We have been in touch with you via email and will carry on this conversation with you directly. We value your feedback and are dedicated to finding a satisfactory resolution.

  Thank you,

  Tropicana Homes Team

  
  

  Customer response

  07/19/2024

   I am rejecting this response because: We are currently working with Tropicanas legal team. We have yet to reach a resolution.
  
  
  

  Customer response

  07/19/2024

  We have resolved our issue with Tropicana to our satisfaction. We appreciate them working with us to make this issue right. Thank you for looking into this for us. 

  

  Business response

  07/24/2024

  We would like to inform you that the issue raised in the complaint has been resolved directly with the customer. We have worked closely with the customer to address their concerns and reach a satisfactory resolution.
  
  Should you require any further details or documentation regarding the resolution,please do not hesitate to contact us. - Tropicana Homes 

• Initial Complaint

  08/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been waiting since April 2021 for them to honor their warranty repairs. ****** seems to be overwhelmed and not having resources by the builder to take care of the warranty requests. He also doesn't follow up, or schedules appointments and no one shows up! I would like for them to schedule ONE appointment to take care of the pending warranty items. (I attached the emails with the warranty department/******)I look forward to a speedy resolution. Thank you!

  

  Business response

  08/15/2022

  We have received the concerns and back up from ****************. Our Warranty Supervisors have been in touch by phone with **************** and have a meeting scheduled at this home to review and resolve these issues on Friday, August 19th.

  Customer response

  08/22/2022

   I am rejecting this response because:

  Only one sub showed up on Friday, one more today and waiting for two more tomorrow.
  
  

  
  

  

  Business response

  08/29/2022

  Dear ***************,

  Thank you for bringing this matter to our attention and for giving us the opportunity to work with you to resolve your concerns.

  It looks like there have been some communication issues and scheduling problems with some of our subcontractors. You have also complained that our ******************* seems to be overwhelmed and under-resourced.
  As of last week, all repairs that you have requested have been completed consistent with our warranty obligations and we have addressed the communication issues and the scheduling problems with our contractors.
  Unfortunately, we cannot force our contractors to adhere to a strict schedule because they are not our employees. Also, regarding our *******************, we have indeed struggled at times to provide the level of service that we are known for. The pandemic and its after-effects have put an enormous strain on our industry. From supply-chain problems and increased costs to border closures and worker shortages, it has been a tough time for homebuilders throughout the country.

  Nonetheless, it is always our intention to provide excellent customer service and for our customers to love working with us. Based on the correspondence you uploaded and your complaint, it is clear that we missed the mark.

  We sincerely apologize for the inconvenience this has caused you. We will continue to work hard to improve our processes.

  Thank you again for working with us to bring this matter to a close.

  Should you need anything more from us, please do not hesitate to call or email ******************************************

  Sincerely,

  Tropicana Homes

  
  

  Customer response

  09/02/2022

   I am rejecting this response because: Although the repairs have been completed, I was told the refund for the garage that was promised from ****** has not been received. 
  
  
  

  

  Business response

  09/07/2022

  Dear ****************,
  
  We will be delivering payment to you by the end of next week.
  
  Please note, however, that this payment it not a refund and it was not promised. We regret that our subcontractor did not respond as quickly as we would like and that you felt that you needed to address an issue in your garage on your own. For those reasons, we are compensating you for your out-of-pocket costs. However, our warranty does not provide for the homeowner to make their own repairs and then send a bill. Nonetheless, we appreciate that you gave us the opportunity to make things right with you and we are pleased that we were able to bring this matter to a close.
  
  Respectfully,

  Tropicana Homes

*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. ↩