Customer ReviewsforTropicana Homes

***** ** ******* ****** ** ******* I was approached by their GM and was led to believe that they would work with me. That wasn't the case. Major issues such as HVAC and Stucco were never resolved after 1- and 2-year warranties. After conducting substantiative research, and getting professional opinions, including from their own subcontractors; the placement of registers and adequate test and balance necessary for my house is flawed/not fixed; the texture of stucco utilized by their subcontractors are flawed as opposed to other builders. More recently, before our 2-year warranty expired, I reached out to warranty countless times, only to be ******* and never heard back from them. I had to reach out to their GM and still had to fight my claim about our HVAC and poor ventilation. Their GM went on to say, **** ***** *** **** **** **** *** ****** ** *** ***** ****** *** ***** Needless to say, this is absurd because I was still covered under the 2-year warranty ** ** **** **** ****** **** *** ** ******** *** ******. Their GM finally agreed to send their *** people to have a look at this, since this is still covered under the 2-year warranty. *********** *** ************** **** ** *** ****** ** *** **** *** ********** *********** ************ *** *** **** *** ******* ****** ** *** ***** *** ****** ** ** *************** After a month of waiting for this to get fixed, I was contacted by their subcontractors, not even warranty, or an official tropicana representative, but a subcontractor. The subcontractor essentially told me that Warranty did not approve the repair of the HVAC issues and could not give any explanation as to why it wasn’t approved. This company doesn’t even have the courtesy to call and acknowledge their faults and mistakes, I was clearly still under warranty and because of ***** practices I was ignored and left to deal with this on my own. Find a real home builder, ***** *** *** ** ***** *** ********* **** ** ***** ****** **** ** ** ***********

Sir, thank you for your feedback. We have reviewed your concerns and would like to address them here. As you stated, our GM did contact you immediately after **** ******* ****** ********* regarding one of our agents over your customer service experience and some additional issues. At that time, our GM went ahead and scheduled a meeting with you in person to go over your concerns and to do a visual inspection at your home. As per your request, present at the meeting were you* **** ***** **** *********** *** ***********. At that time, the following items were walked and reviewed with all persons present at the meeting: 1) HVAC CFM air reading concerns- In your feedback, you stated that even before your Warranty expired, you tried reaching Warranty “countless times only to be *******” and you never heard back from us, which is essentially saying you were provided with bad customer service by Tropicana. From the day of your meeting at your home about a month after your closing, our GM provided you with his personal cell phone to make sure that you had access to him directly aside from Warranty. After that, he received numerous texts from you - and he attended to you personally each time, as you were bypassing the Warranty Dept. completely at this point. These texts to the GM were never ignored and were always attended to. The last communication he shows with you was in September 2022, which was a month after the 2- year Warranty expiration date. At this time, as a courtesy to you, he scheduled our TWO separate HVAC Contractors to your home and he insisted for you to please have your friend/acquaintance HVAC expert present* ********** ******* **** ****** *** ******* *** ******** ***** **** ***** *** ************ *** ** *** ** *** ******* *********. Having him present with you would mean both he and our HVAC Contractors as professionals could discuss the concerns you and your HVAC expert were having. Unfortunately, at that meeting only you were present, and your friend/acquaintance expert was not. We went ahead and proceeded one last time to test and prove to you that the flow was above the minimum requirement. We solely go based off the Manual J HVAC Load Calculation Report that is submitted for permitting and approval by **** **********. It states of the bedroom in question needing a minimum of 120 CFM air reading from that register, while our physical test on that same register with our digital anemometer CFM tool read over 30% higher. This is what appeared on the day of the meeting. Our GM would have preferred your HVAC person who had been advising you to have been there to make his (and your) case, but unfortunately, he was not present. Ultimately, the GM didn’t want you to hire a person to resolve the issue, but rather have him present to alleviate any concerns you personally may have had. 2) Stucco Texture Concerns Another item that was brought up at the meeting **** ****** ** **** ******* was your concerns regarding the stucco texture and a few hairline settling cracks in window corners which are normal for a new home as it settles. The texture uniformity of the stucco was not to your liking. As was explained, all stucco textures are not the same due to different brands, styles (i.e. some come fine, medium, coarse, sand finish, rough texture etc.) There was nothing wrong with the stucco product that was used on your home *** *** ***** ***** ** **** ****. Your complaint was strictly over your aesthetic liking of the texture style. This particular texture was used in the model home in that subdivision that was shown to you *** *** ********* ** **** ** ******. At the time of the meeting, while our GM was explaining this to you *** **** ***********, it was understood. No further action was to be taken to change out your texture and we only would touch up the hairline settling cracks- and this resolution was accepted by you. Overall, we understand you have had concerns, but these are all items that have been reviewed multiple times and explained. If you would like more clarification in person or directly by phone, we will be happy to review with you as well.