Complaints

This profile includes complaints for Pool Troopers's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Pool Troopers

  5015 W Waters Ave STE A Tampa, FL 33634-1317

• 

  Pool Troopers

  16880 Gator Rd STE 202 Fort Myers, FL 33912-5914

• 

  Pool Troopers

  14851 State Road 52 STE 164 Hudson, FL 34669-4061

• 

  Pool Troopers

  611 S Fort Harrison Ave STE 138 Clearwater, FL 33756-5301

• 

  Pool Troopers

  5447 Haines Rd N STE 205 Saint Petersburg, FL 33714-1954

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:07/01/2025

  Type:Product 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.

  Because of issues with:1. Billing (Incorrect billing amounts)2. Technician service, ( Technicians were not trained to service my pool or equipment)3. Lack of Customer **********************, (Nobody ever returned phone calls)I cancelled my Service agreement with Pool Troopers, ****** on June 1, the same day of billing for the month of June because of all the above issues with this company. They refused to refund my charged amount of $139.99 for the month of June ***** pre-charge for services each month). They told me they dont refund for services not used even though I cancelled I'm not entitled to a refund. Totally wrong.

  Business Response

  Date: 07/01/2025

  Hello,

   

  We are sorry that you have decided to leave our company. Please review our terms of services that is listed on our website. I do believe you will see that we no longer do prorations.

  *******************************************************************

   

  Thank you,

  Pool Troopers

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 23533611
  
  I am rejecting this response because:
  Pool Troopers breached their contractual duties by not providing the professional service I was told I would get when entering into the agreement. They have repeatedly sent untrained, uninformed technicians to work on my pool. The final issue with Pool Troopers which caused me to cancel my agreement was the serviceman claimed my Aqualink unit was malfunctioning. After consulting with another pool service company who examined the unit found that there was nothing wrong with the Aqualink unit and the Pool Troopers service person DID NOT KNOW HOW TO OPERATE IT. Pool Troopers claimed all the red lights were on and it's not functioning, when in fact the red lights are supposed to be on. Pool Troopers wanted to repair something that wasn't broken which among other reasons why I could not do business with them. Their customer ********************** people do not return phone calls so, all my complaints fell on deaf ears. Not a reputable company, I'm sure my negative review campaign that I will launch will cost them more than the $139.99 I feel they owe me. 
  Sincerely,
  
  ****** ****

  Business Response

  Date: 07/02/2025

  Mr. ****,

  I have read your response. I am sorry that you are so upset. We have never held any clients to a contract, we do not believe in them. I wish that there was a better way to handle this other than trying to slander our stellar reputation. Pool Troopers would never to that to a client, it would not be ethical. It sounds like the parting of ways was the best choice for both of us.

  We wish you the very best.

  Customer Answer

  Date: 07/03/2025

   
  Complaint: 23533611
  
  I am rejecting this response because:  Your reputation of exactly what I'm talking about, I've attached only a few of your stellar reputation one star reviews. Refund my money and I'll let you worry about your reputation and I'll be on my way, your choice. I've only attached a few because I couldn't fit them on this email. The way I look at it, you don't have a contract because that would also protect the consumer, 
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:06/24/2025

  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 had Pool Troopers for my pool service for several years. There has been a turn over of pool techs for a while. The most recent tech was doing a terrible job. Either lazy or poorly trained. I saw him on video in and out in a few minutes. Netting the leaves, dumping some chemicals and leaving. He failed to brush the pool and sometimes didnt empty the strainer. I dont think her ever cleaned the main canister filter. I began noticing Calcium deposits on my pool surface and dark streaks. My wife tried to talk to the pool tech about the problems to fix them and he did not speak any English. I tried the same thing and he didnt speak any English. Now, this has nothing to do with ethnicity but if a service being paid for isnt done right we should be able to communicate. I called the local office and gave a list of 8 issues. I was told a supervisor would watch the pool tech next time. Still no resolution. The streaks and calcium deposits worsened. I called again a few times, I sent emails with a list of issues. There was an attempt to acid wash the pool to no resolution. I called again and asked for the manager in ******. I was given more excuses and the original pool construction was blamed. I researched the issue that was blamed and its an issue that comes up within a short time after construction if the finish is inferior. Not on a five year old pool. I was told a $1600 repair would fix the problem. I contested and said the tech caused the problem and I shouldnt have to pay $1600 repair for damage that inferior and lazy service caused. My monthly service bill had recently went up almost $30 and I was getting worse service. The manager offered me a half month discount $80 and I would still have to pay $1600 for the damage Pool Troopers caused. I was left with no choice but to cancel the service. Now Im left with a severely damaged pool for inferior service and repeated. It checking chemicals properly. I would like my pool fixed and a refund of my monthly service.

  Business Response

  Date: 06/24/2025

  Hello, Please find the documented notes from the area Manager:

  We have been to this pool numerous times. Only one time have we had a text back after calling and knocking on door when customer has asked. I explained through text that the well water the customer is adding weekly is high in Alkalinity which is diluting the chlorine and ph and increasing the alkalinity. We have performed two acid bath treatments (at no charge) and have recommended a drain and acid wash for the staining. The calcium was in range during visits. 

  Pool Troopers has done everything we can to offer a solution. We feel it is the homeowner's responsibility to pay for the acid wash, not ours.

  Thank you.

  Pool Troopers

  Customer Answer

  Date: 06/24/2025

   
  Complaint: 23500495
  
  I am rejecting this response because:

  I work Monday thru Friday and Im not at home to answer the door. I never asked for a knock on the door. I asked for a callback. After shuffling thru pool guys and the last one not doing his job this is not my fault. It is the job of the company to check the chemical levels and correct them.  As for the calcium the mgr told me that it is a pool finish issue and I can ****** it. Which I did. Poor pool finish issues leading to calcium leaching pop up soon after the construction indicating a poorly installed or thin finish. As suggested when I ******d the problem. Not one article said it would happen years after construction. This was never an issue until your pool guy wasnt doing his job for an extended period. I was patient and followed normal steps a client would do.  Nothing has been said about the failures of your pool guy for an extended period. Just what you tried to do after. This is absolutely not my fault as an owner who pays for a service  if I pay for an oil change on my car and the mechanic doesnt refil the oil and I drive it, is it my fault if the engine is blown?  To say this is any fault other than the service company is absurd  it appears obvious that pool troopers is trying to place blame  the pool guy should have adjusted the chemical levels weekly no matter the alkalinity of the water used to fill it  isnt that why they have chemicals acid and base in their trucks  but since he didnt check that nor the calcium levels for an extended period is why we are at this point  and Im being blamed for filling my pool like every other resident in ******************* does?  I just want you to make the errors of your pool guy right, not cast blame on the owner  if we are talking about blame and non answers text Ill provide the text messages  I am not just inventing this  I have consulted two other pool company owners, one being my best friend who owned his own pool service for many years  both companies place blame in the pool guy not brushing and not doing a full test of all chemical levels .  So far your company is the only one who is saying its not your fault  both companies said I should sue your company for a new finish, but Ive been trusting to go about it non confrontationally but I refuse to continue to be blamed when your company has already told me on the phone that it was the pool guys fault  for not checking the chemicals  and not brushing.  What happened to that guy?  If your pool company has staff that do drains and washes that are on payroll it is of no additional expense if they do my pool or someone elses  you are just trying to avoid responsibility for one of your employees mistakes.  If it takes a lawsuit and blasting in social medial and other interest resources to get your company to fix the damage your employee cause that is terrible business practice but it is what it is  I just want the damage your company caused to be fixed without all of the drama  

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

  Business Response

  Date: 06/24/2025

  Mr. *******,

  We are very sorry that you do not agree with our response to your complaint. The calcium nodule issue you have is unrelated to anything that Pool Troopers has done, and we will not be doing a drain and acid wash for you. That is unfair of you to ask that of us. Please understand, that IF this was our issue, we would be jumping through hoops to get you taken care of, but in this case it is simply not. Thank you.

  Customer Answer

  Date: 06/25/2025

   
  Complaint: 23500495
  
  I am rejecting this response because:

  once again just the same excuses. If the water used to fill the pool is checked properly and the alkalinity, ph, calcium or anything else is off, the tech should adjust it accordingly. By the tech not checking it weekly and not brushing the pool has led to this. Once again, you mention nothing about the tech who failed at his job,  I have filled the pool with the very same water for five years and it was never an issue, until your tech failed to check the levels and adjust it accordingly. I saw him on video. I have 3 cameras facing the pool. Jumping thru hoops, they had been nothing but denials. And the opinion of two other seasoned pool companies, that have nothing to gain by your employees mistake are wrong?  All the evidence is clearly stacked against your company and all you can say is no I didnt.  You said you would jump thru hoops?  Clearly that is not the case. It would cost you nothing extra to fix your error, but clearly there is another reason for your denials. Since you have nothing else to say on this matter I will take further action. There is no way you will win a judgement with the text messages, voicemails and video that I have along with at least two other expert opinions. Since they say I will need a full pool shell refinish I will sue for that rather than you simply fixing your employees mistake. I am a very patient and reasonable person. I gave your company well over a month to address this issue and you just want to say two words of denial. **** told me on the phone that the tech should have done a full check of all chemicals weekly and that they should have been adjusted weekly to correct it.  But your company clearly doesnt truly care about anything but denials to save their own jobs. No worries to me. I have given you plenty of chances to correct your error, I will do what I need to do thru other channels. This is very unfortunate business practice. All I was offered is a 1/2 month credit for tens of thousands of dollars of damage. Very poor business practices. 
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:05/30/2025

  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.

  We are under contract with Pool Troopers for weekly service. For the last 2 weeks nobody has shown up. I called and was told we were on weekly Thursday service and somebody would definitely be here today. It's 6:00pm now and nobody has shown up!!

  Business Response

  Date: 05/30/2025

  Mr. and Mrs. ******************* you for your feedback. We have asked the route supervisor to investigate this situation. Albeit Pool Troopers is not under any "contracts" with its clients, we still want to make sure you are getting 100% of what you are paying for. Once we find out what has happened here, any and all credits for missed services will be issued. As we will never charge you for what was not rightfully serviced.

   

  Thank you,

   

  *******

  Pool Troopers

• Initial Complaint

  Date:05/22/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Had service scheduled to check salt system that was not working. As it was installed less than 8 mos ago, person told me its still under warranty and only need to pay the $149 service fee. Got the bill emailed on Monday and it was $1400. Called the same day and they verified should have only been charged $149. Called tuesday afternoon again and the charge had not been corrected and apparently person hadnt received anything from billing department. Its Wednesday evening now and still hasnt been corrected. Its amazing how that is so difficult, really poor customer support. I will dispute this charge in a day if not corrected. Also to note - at any point anybody did not tell me otherwise that the repair was not under warranty or what the actual repair bill would be - if not the $149 as discussed earlier. I do not know who authorized this repair if the price was 10x.

  Business Response

  Date: 05/22/2025

  ****,

  We do apologize for the billing error as well as any miscommunication there may have been. Please know that the refund has indeed been processed as of 5/21. Screenshot attached for you.

   

  Thank you,

  Pool Troopers

  Customer Answer

  Date: 05/22/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:05/21/2025

  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 signed a contract in January for ****** a month After the winter months and swimming season began they tried to charge me ****** with no notice of an increase I have canceled my service and now being threatened with notifying a collection company This is elderly abuse My wife and I are in our 70 s and on SS

  Business Response

  Date: 05/21/2025

  To whom this may concern,

  Mr ***** started service with Pool Troopers 12/2024. Pool Troopers has never required any contracts whatsoever. We are a month-to-month service. Mr. ***** did indeed cancel his account on May 7, 2025. We process all cancellations at the end of our billing cycle for that month. In his case, it was cancelled May 30, 2025.This is all in the paperwork he was emailed at the beginning of our relationship.

  Since the account is cancelled already, we will only require him to pay for the service that he received in May. The total he would need to pay is $40.00. We will forfeit the rest of the $160.00. I will process the $120 credit and would like it if he would remit payment promptly for the remaining $40 which he owes.

   

  Thank you,

  Pool Troopers

• Initial Complaint

  Date:05/20/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Weve been back-and-forth with the business regarding a pending balance of $123 from January 2025. We originally had disputed the amount with your credit card due the pool cleaning service that was provided. The company did have the service manager come out And teach the area technician how to properly clean the pool and we reenroll. Our credit card company did repay the $123 for January and wehave provided the company with several emails and documentation from both our Bonvoy credit card and **************** showing that the balance was paid after it had been . Pool Troopers initially said we owed $123 and recently this month we received a new notification saying that we owe double and owe $246. This is after weeks of not hearing back from the company and assuming everything was resolved with the documentation that we provided. Wewent ahead and provided documentation again showing that we were not behind and that once again, they had been paid and also showing proof that we paid for the month of May. we are not going at almost a week. Im not hearing back from a manager or someone from the accounting office after providing documentation. We arenot going on two weeks of not having our pool service even though we already paid for the surface. We are getting nowhere and the company is not responding in a timely manner and not reviewing our documentation that shows that everything is paid and we are current.

  Business Response

  Date: 05/20/2025

  ***** *****-Prellezore,

  We will be writing off the money owed to zero out the account. Please consider the account as paid.

   

  Thank you.

  Pool Troopers

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23353262
  
  I am rejecting this response because:
  I appreciate them being written off because I provided documentation to the company showing that I paid for it.

  
  I have paid for the month of May and have not been serviced in 2 weeks. What is the company going to do to compensate me for the two weeks that no one has come out to my property to service the pool that I have already paid for.
  

  Is my account going to be reinstated? You stopped my account as well as ********************** due to the balance of $123 that you have been finding me about since January.

  
  I would like confirmation of my account being reactivated as well service and compensation for the two weeks of service that I have not been provided. And I would appreciate an email directly from Pool Troopers to the email on record verifying this information..

  
  Sincerely,
  
  ***** *****-********

  Business Response

  Date: 06/12/2025

  Hi ***** *****-********,

  Thank you for your interest in resuming services with Pool Troopers. Our accounting supervisor as well as our general manager have both agreed that they do not wish to continue services with you. Your account has been zeroed out at this time.

  We wish you the very best with your new company. We will consider this case as satisfied and closed.

  Thank you,

  Pool Troopers

  Customer Answer

  Date: 06/13/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****-********

• Initial Complaint

  Date:04/07/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 paid the business $50 dollars to have an unqualified technician come to my home and give incorrect advice regarding repair for my pool heater. I was told by the company that they were able to fix any issues which was not the case because they are unable to fix leaks or fill with Freon. The technician told me I had no leaks but I was out of Freon and that is something that just happens. Where he failed was I had an onsite hvac technician who told me there is no way to be out of Freon with out a leak and if I pay to have it filled I would waste hundreds of dollars. I spoke with the technician supervisor who ensured me I would be refunded 3x on 3 different occasions but no one from the office has returned my phone calls after calling 6x over the course of 5 weeks.

  Business Response

  Date: 04/07/2025

  Hello,

   

  Yes, I have read the notes and we will be processing the refund as you requested. Thank you.

  Customer Answer

  Date: 04/09/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:03/28/2025

  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.

  Pool troopers stated they have been coming out to service the pool of our elderly parents whose home flooded during ******. They have been charging us but not servicing the pool. They are taking advantage of elderly who are dealing with a crisis.

  Business Response

  Date: 03/28/2025

  ********,

  Thank you for your feedback. I have looked into the account and have seen the completed photos the tech had taken after service was done. I was not satisfied with what I saw. I have issued a credit for $117.45 to the account. Your parents have been with Pool Troopers for some time. As a company, we would never take advantage of any client. We only wish to be paid for work that was done. We stand behind everything that we do 100%.

  Thank you, again for your feedback.

  ******* **********

  Pool Troopers

• Initial Complaint

  Date:01/22/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Called for cost of service and if they could provide it. I was told $49 and that they could. 8/8/2024, he came, did not correct blockage (I had to hire another company to do the job), sent me a bill for $69. 8/12/2024, I called, requested a refund due to not correcting the problem nor charging the quoted cost, they agreed to refund. They then charged my credit card $72. I contested it with *******************, they stated they resolved it, refunded $72 to my card. 10/2024, I received and email requesting payment for "balance due". I sent them an email stating the above, no reply. 12/2024, I received another email stating the same. I again replied stating the above, again, no reply. 1/10/2024, I received an email threatening to sending me to collections. I again replied, no response. 1/20/2024, I received a collections notice stating "unbalance due $49.66".

  Business Response

  Date: 01/22/2025

  ***** *********,

  I have read your complaint. I have researched the account notes and the repair that was done. I feel at this juncture; it is better for all of us if we zero out the balance and part ways amicably. We wish you the very best. Thank you.

  Customer Answer

  Date: 01/22/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** M. ********* NP

• Initial Complaint

  Date:12/30/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  A pool repair technician at Pool Troopers falsely claimed that my filtration system was unrepairable, leading me to feel misled and pressured into purchasing a more expensive solution that was not at all necessary. I went with another company who was able to perform the initial repair he was called out for, and I am now being charged for frivolous charges for services not performed. I cancelled weekly maintenance service very shortly after and was still charged for an entire month of service on top of being charged for services not performed. And lastly, I have been turned over to collections.

  Business Response

  Date: 12/30/2024

  Ms. *******,

  I have reviewed the complaint, and I have reviewed your account notes and ***********************. I have asked my Accounts payable Department to issue you a refund in the amount that you have requested. We hope that is satisfactory. Thank you.

  Customer Answer

  Date: 12/30/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********* *******