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:09/05/2023

  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.

  May 7,2023 we drained our swimming pool and ordered a new liner install from southern tropics. May 24 we had not heard back so we asked the *** and if they needed a deposit. She said the liner is ordered and I do need a deposit . Then she gave the estimate of $5348.93 and said a deposit of $2674.47 was needed. She called a few days later and we gave her our cc #. On the phone she said 6 weeks. She also said it would be a 2 day process once they started. There have been many excuses for the delays. Too cold and rainy, too hot, vacation, and then warranty work for others. Finally on august 4 we asked for a refund. August 7 she said no, that it was custom order (we were never told that and never signed a contract). I saw online that the store was out of business, so I filed with my credit card company for them to intervene. They did and we have a temporary refund. After that was issued, ST showed up (august 16ish-no notification they were coming)and did a little on the pool(very little). We thought they stopped because of the cc card thing. A week later they showed up (without telling us they were coming)and started ripping the liner out and left a big mess. (August 23)So we contacted them and told them we had the money back. There is significant damage to the pool from being without water all summer and now the storms and no liner. It was very dangerous having an empty pool too. We do not want them to install a liner. They have proven to be unreliable and Im sure the mess they left -drop cord running from our house to the pool was dangerous, is an indication of their quality. She said 2 days, but took a week to get back to the house after they finally showed up.the weather during this week was perfect. We just want our money back and to discontinue any relationship with them

  

  Business Response

  Date: 09/05/2023

  ********************** called March 24th, he stated that he needed his liner repaired. Southern Tropics went out on April 17th to look at the liner and the liner was torn in several places that couldn't be repaired, 1 was at the light and the other was around the skimmer. He was advised that there wasn't a repair that could be done on the liner that was deteriorated and wouldn't hold a patch. He contacted us on May 7th that they had decided to replace their liner. I advised him that it was the middle of pool season and that there were liners to be installed ahead of him and it would take at least 6 weeks for the liner to come in from order and then we would get it on the schedule for installation. On May 6th we went out to measure the pool for a new liner and the water was so green that we couldn't see the bottom floor to get all the required measurements to order the liner. ********************** was contacted on May 7th and advised that the pool had to either be drained or cleaned up to get the measurements. He chose to drain the pool, he was told that due to our schedule being filled that it would be at least 2 weeks before anyone could get back to get the measurements. On the 23rd of May he sent a message he asked when the liner was going to be installed. I explained to him that the liner was ordered and that we needed a deposit. On May 26th we received the deposit. On May 30th ********************** sent a text asking for an update. He was advised that we hadn't received the liner and that it hadn't been 6 weeks and that there were 4 liners ahead of him that were ordered and were to be installed before we would get to his liner. The liner was received by distribution on June 29th. The liner was scheduled for installation on July 27th. Due to excessive heat and a heat index of 120 degrees, we explained that the excessive heat was too hot to install the liner and that we would work it back into our already full schedule to get the liner installed. He was rescheduled to have the liner replaced on Aug 7th. When we went to start the prep work of removing the old liner, he sent a text message stating he wanted a refund. It was explained that the liner was a special order for his pool and that there weren't refunds for liners. He proceeded to contact the credit card company and filed for a refund from them. As of today's date his credit card has given him a refund and Southern Tropics has disputed the charge back. It was explained to him that he could either wait for the dispute process to be completed by the credit card companies, which will take at least 6 weeks or he can cancel the chargeback with his credit card company and we would finish the installation or he can pay for the liner and get someone else to install the liner. We are still waiting for his reply as of September 5, 2023

  Customer Answer

  Date: 09/10/2023

   
  Complaint: 20554853
  
  I am rejecting this response because the dates and information ST shared are completely incorrect. They showed up August 17 after the credit card company had issued the refund without our permission to be on our property. They also left a mess around the pool and waited another week to show back up, leaving even more of a mess. At that point, I asked her if she realized that the credit card company had refunded us. 

  The pool was emptied on May 7 and liner ordered. ******* was made later than that, and only because we asked her if she needed one. During the phone call that I paid the deposit she told me the timeline was 6 weeks for install. The first excuses for delay were that it was too cool. Then it quickly became too hot. I never understood why they couldn't start at early morning hours before it gets too hot. Then she delayed because she had prior commitments that were more important than us. The list goes on. We finally realized that with their website saying "store permanently closed"  and that she was always giving exuses for not installing the liner as promised, that we had to take action to get a refund. The only time we ever received information regarding any of this was when we texted her or called. She NEVER contacted us regarding any of this. Sometimes it would take days to get responses. One text I send was answered 3 weeks later with the reason of having been on vacation and having 200 messages to catch up on.

  There are many more things I can say and prove, but the main thing is that she did not install the liner as promised and now we have no trust in the quality of work or service that she will provide.
  Sincerely,
   
  *****************************

• Initial Complaint

  Date:03/02/2023

  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.

  Lights on my spa (under warranty) are not working. Company was first contacted regarding this in October 2022. Technician came out and made repairs; lights worked for 1 day, then out again. Company stated needing to replace the control panel. Still waiting for repair completion. Company now not returning phone calls despite multiple attempts to get status update. Last communication was from ****** who apologized that he forgot, would call his distributor, and get right back to me. No contact since despite leaving messages. Went to physical location of business and theyve moved and was told they are still in business but just operating out of their home. Voicemail is often full; when you can leave a message, it is never returned. The new business in their previous location stated they have received incredible amounts of complaints regarding Southern Tropics business practices. Please help me get resolution. This business service is abysmal. Thank you for your help! I know of no other recourse.

  

  Business Response

  Date: 04/25/2023

  The issue with Mrs. ******* spa lights repair was in no way an issue with Southern Tropics, not performing the work.  *****************, first called in October and a service tech went out to assess the issue. The tech found out that the light module was bad and requested from manufacturing, *************, the warranty part. The warranty part wasnt received until late November. The new module was installed and the lights were working when the tech left. In December 2022, ***************** called again to say the lights in the spa had quit working again. The service tech returned and found out the new module had failed. Due to holidays, the manufacture was closed until the 1^st of the year. Once the manufacture had reopened, a second request was made for another light module. The light module was received from manufacture on March 6^th 2023 and was installed March 7^th 2023.

  Customer Answer

  Date: 04/25/2023

   
  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.Yes, issue is resolved.
  
  Sincerely,
  
  *********************