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 has 21 locations, listed below.

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  Pool Troopers

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

• 

  Pool Troopers

  3547 53rd Ave W STE 202 Bradenton, FL 34210-3489

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  Pool Troopers

  5077 Fruitville Rd STE 109-304 Sarasota, FL 34232-2272

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  Pool Troopers

  1217 Cape Coral Pkwy E STE 192 Cape Coral, FL 33904-9604

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  Pool Troopers

  235 W Brandon Blvd STE 608 Brandon, FL 33511-5103

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:10/03/2022

  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.

  Hello. Started a monthly pool cleaning service of my play pool. Started March of ****** task/items to be cleaned, maintained Sweep walls and bottom of pool, empty deck basket, empty pool equipment basket, empty robotic cleaner in pool net, add chlorine tablets in container floater in pool, and chlorine in container wher pool equipment is I have security cameras, when tech showed up twice a month - and some not at all during the month. They did only half or less of the 7 tasks **** the manager, I would talk with him about several mistakes made and timer on equipment messed up by his techs, and **** always stated oh sorry will get this done asap. Never happened. Agreement was to have a 30 min heads up of arrival of techs so we could unlock gate this never happened. Piles of chlorine tablets left in front yard, bad I have HOA regulations 3 months back it was stated I would get 2 months credit back on my credit card, has not happened On a monthly basis I called and spoke with corporate in ******* and manager Mat in Phoenix. They were never on same page as far as what needed to be done On a monthly basis. **** would say ******* corporate does not know what we do.**** is very unprofessional and tells me what I like to here, yet action never done. I have higher ele tricks bills because on a monthly basis my timer was off set ****** electric bills, not all task performed, I would have to do WHaT techs did not do Cameras show what techs did or did not do. Very first tech to come out to service my pool. Only their 5 min, and could not get the lid off where chlorine tablets go, she kicked and kicked with her foot to loosen cap, damaged a bit. I have video footage of this I'm out probably 400ish dollars.Resolve, and pay my money back

  Business Response

  Date: 10/04/2022

  Mr. **********

  Pool Troopers has reviewed your case and the finding are that we were not a good fit for you, and *****versa. We, with good faith serviced your pool the last few weeks no charge, to give you ample time to find another provider. We even went as far as to refund your last payment to us, as a courtesy. ****, the supervisor, has discussed with you your needs, and we have tried to meet them, but have been unsuccessful over and over. no matter how we try. It is best that we part ways and both of us to move on. We do not feel anything more is warranted.

  We wish you the best.

• Initial Complaint

  Date:08/30/2022

  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.

  On August 24th, 2022 scheduled pool cleaning. Missed due to gate locked. I contacted them at **** on Aug. 24th, 2022 to reschedule. Pool Troopers committed to return on Aug. 25th, 2022. They did not show up or call. I contacted them on the afternoon of Aug. 25th, 2022 and Pool Troopers committed to return on Aug. 26th. Once again no show or call. I contacted them on Monday Aug. 29th, same thing. The Pool Trooper technician was observed in the community on Aug. 29th but never came to my home.

  Business Response

  Date: 09/07/2022

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

   

  I have reviewed the complaint and compared this to the documentation on your account. We agree that you did indeed miss a service visit. We apologize for that, it certainly was not intended to cause frustration. I have credited a 1/2 month credit to your account. Thank you. In the future, please feel free to call us to do so, we are very fair and honest people. Thank you, Sir.

  Customer Answer

  Date: 09/08/2022

   
  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:08/24/2022

  Type:Billing 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 the weekly visit on 8/1 my pool cleaner told me that the salt system is down and he logged a repair ticket. On the 8/8 weekly visit there was no response, so he told me to follow up with repair. I called twice on 8/12 and was told they were awaiting a part. I called on 8/22 with a solidly green pool and was given a month's service credit and a promise of a same day call back from repair. I called today and was told that there is no way to speak to repair, that they are just a call center and are understaffed and my only option is to cancel service or wait.
  i am leaving the country tomorrow for two weeks, but the pool is accessible to Pool Troopers repair staff and I would appreciate them repairing it without needing to confirm via phone since I won't be available.

  Business Response

  Date: 08/25/2022

  **************,
  
  I have left you a voicemail with some options. We do not have replacement parts to repair your salt system they no longer make the parts for that unit. I do not have a different unit either. As we said in the email we sent to all clients, you have a choice of going back to conventional chlorine or buying a salt system on your own. Please reach out to me with the direction you wish to go. ******************** *******

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 5, 2022/08/25) */
  Ms. *****,
  
  I have left you a voicemail with some options. We do not have replacement parts to repair your salt system they no longer make the parts for that unit. I do not have a different unit either. As we said in the email we sent to all clients, you have a choice of going back to conventional chlorine or buying a salt system on your own. Please reach out to me with the direction you wish to go. XXX-XXX-XXXX ext *** Patrick

  Business Response

  Date: 09/01/2022

  the changes have been made. *****, the supervisor reached out to you today and let you know the removal of the salt system is still in the scheduling phase. The pool is being treated with conventional chemicals and your next visit is on the 5th. It may go to the 6th due to the upcoming holiday.The pool was super-shocked today 9/1 by the supervisor.

  Customer Answer

  Date: 09/01/2022

  I responded to the voicemail left by ******* at pool troopers that I would like the option to replace the broken salt converter to a standard chlorinator. He said a repair person would do that at the beginning of the week. It is Thursday, there has been no installation. The pool is green and not usable. I am out of the US, but the house sitter has reported this.

• Initial Complaint

  Date:08/08/2022

  Type:Billing 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 pay for biweekly pool cleanings, Recently it was discovered that my pool was not being cleaned when the pool trooper showed up because my filter was black. A supervisor, Tyler, came and cleaned it. Then I did not get a chemical treatment, which I also pay for biweekly. After repeated calls, a pool trooper came and added salt. I do not have a salt pool. Chlorine was added later and I was told that my regular pool trooper would be Donald. Then I did not receive a cleaning at all. After many calls, my bill was said to be adjusted. Two weeks later my pool cleaning did not happen again. I have emailed Patrick, a manager, without any results. Today I called and was told that someone came yesterday and cleaned the pool. That is a lie. My pool is still filthy after a month of not being cleaned.

  Business Response

  Date: 08/25/2022

  Business Response /* (1000, 5, 2022/08/11) */
  Ms. *********,
  I have left you a voicemail just a moment ago. Our Manager for the area as well as the area supervisor cleaned your pool on the 5th of August. We took a photo of the pool after it was done and emailed it to you as proof. these photos cannot be duplicated to be able to be used again and again. The customer service people do not lie, they read what is in the computer and we take that as a fact unless told differently. Your pool may have a filtration issue that is causing it to get dirty after a cleaning, but we will need to investigate that issue. We have given you several credits based on your unhappiness in the past, so we are trying to make you happy, but it seems that you do not trust us. If that is the case, you may need to leave us if you think we are not being truthful. What a shame that would be after 8 great years together.

• Initial Complaint

  Date:07/31/2022

  Type:Billing 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.

  Since Mid May of 2022 my pool started to get cloudy. My service should cover maintenance once every two weeks to check chemicals. By the end of May my pool was green. I did not receive care from the end of May to the end of June however they were receiving payment. By the end of June my pool was dark green with species growing inside due to no maintenance. During the entire month of June many calls were made to the company for service and there excuse was that they were short on staff so we fell liable for there inconsistencies. This Summer being one of the hottest summers on record my family and I have not been able to enjoy our pool. We have spend additional money trying to correct the issue and also taking trips to go to other pools to keep cool during this hot summer. Now we in late July almost August and my pool is still green, more than half the summer is gone and still not able to enjoy our pool.

  Business Response

  Date: 08/16/2022

  Business Response /* (1000, 5, 2022/08/01) */
  Ms. *******,
  
  We are truly sorry that the pool has not looked 100%.We are happy to credit the moth of service to you (which I have done already) We need your help as well. The tech reported that the pump has not been running the proper amount of time this summer, which contributes to the green. Please run the pool 10-12 hours during the hottest part of the day until the water is too cold to get in. Thank you so much for your help.
  
  
  Consumer Response /* (3000, 7, 2022/08/01) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Still you guys do not address how will you correct the pool and for the past 3 weeks it's been running 24/7. I have recently spent over $200 trying to correct the issue myself with chemicals and products you guys should be caring for to correct it. I do not want you guys service any further just reimbursement for the additional money I have spent which does not include the time I have wasted and the lack of enjoyment my family and I have had to suffer this summer due to the poor service.
  
  
  Business Response /* (4000, 11, 2022/08/02) */
  *****,
  
  I am happy to credit the chemicals that you had to purchase for the pool. That credit will be $70.56. No worries on that at all.
  You, however, must accept responsibility as well, as the Supervisors have spoken to you about your part of the pool upkeep that has not been followed properly. This was to be a partnership...you do the cleaning, and we did the chemicals. If done correctly, together, the pool will look great. Thank you.
  
  
  Consumer Response /* (3000, 13, 2022/08/03) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I spent a minimum of $200 on chemicals alone not including to additional filters I have has to purchase recently, so i would want a check cut at least for the chemicals of $200 if your not going to include the filters. I did my part when told by adding additional time to run the pump, clean the filter and brush the walls. As a customer I should not have to wait to pool turns green and I call in to be told increase the time on the pool pump it should of been proactively informed. As I mentioned earlier I no longer want to continue business with the company due to this horrible experience for the hottest summer in Tampa.
  
  
  Business Response /* (4000, 15, 2022/08/08) */
  *****,
  OK, here is what we can do here.I have added up all the chemicals that you bought, and that total is $91.17. I can refund that to you, no problem.
  The filter cartridge that you bought, it a regular wear and tear item that all homeowners with pools have to buy every year on their own. We do not feel that we should be responsible for that expense.
  For that reason, we are denying that part of the receipt. Thank you.
  
  
  Consumer Response /* (3000, 17, 2022/08/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Adding chemicals correctly i spent a minimum of $194.74 attached are receipts/bank statement to prove the purchases. ONe charge of $54.34, another of $36.52, another of $30.64 and $153.34 minus the filter $79.99 which will be $73.25 totaling $194.74. So if you will only refund the chemicals i expect the $194.74, thanks!
  
  
  Business Response /* (4000, 19, 2022/08/11) */
  We are comfortable with the offer that was made. If the consumer does not agree to that, we are at an impasse.
  
  
  Consumer Response /* (3000, 21, 2022/08/11) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  If we add the chemicals not including the filter in the attached receipts it's totaling $224.35 in chemicals alone. Not understanding how you guys are getting $91.17.