Complaints

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

close

Find a Location

Tropic Island Pools has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Tropic Island Pools

  Irving, TX 75038-2617

• 

  Tropic Island Pools

  7460 Warren Pkwy STE 100 Frisco, TX 75034-4170

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:04/11/2024

  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 have reviewed the business response and accept this resolution. taining wall leaked water thru it, eventually hired another contractor to fix it. My cost was $4,500, ***** did send me a check for $1,000 to help.3. Charged to re-grade the backyard due to not correctly done the 1st time, $1,000. After the initial grading, I was informed it was safe to repair the sprinkler system from the initial dig. then, after the regrade they had to be repaired again.4. No polishing or coating of the countertops was included, they came out totally raw and unfinished, made me pay $1200 for this.5. Tore the drainage out of my flowerbeds to run the electrical, cost was $3,000 to repair.6. Only included 100' of drain piping in the estimate, actual footage was nearly 300', made me pay the difference of around $5,000.I've been afraid to write this because I was worried they would not honor the warranty. I request the final 2 items to be corrected and uphold the remaining 2 years of warranty.1. Repair filter cartridges 2. Correct tile on step in spa

  Business Response

  Date: 05/04/2024

  Dear Mr. ************************** goal is to ensure all customers are happy and satisfied.  Your pool is absolutely beautiful - You have mentioned this well. 

  As for the items you mentioned.
  
  Drainage - 
  The city of Flower does a great job of ensuring drainage is completed correctly.  Prior to construction we met with the Flower Mound city engineer and discussed the drainage.  We received signoff on plans and approach.   Upon completion of the project, the ***************** engineer reviewed on site the drainage and signed off on the correct completion.
  
  Mr. ******** hired a 3rd party to plant landscapinng and grass in the area around and behind the pool and kitchen.  That area is very large and had no grass for a long time.  It rained and  grading that we did (and was "sign-off" by the city)  eroded and created a wash area above the pool/ kitchen.  This resulted in drainage problems.
  
  Other Items;
  1. Retaining wall - Mr ******** purchased a defined amount (square footage) of retaining wall.  ****** design he reduced this amount of retaining wall to save money.  We installed the agreed amount of retaining wall.

  2. Kitchen retaining wall - once again, this is the drainage situation. Mr ******** says that grading was not don't correctly.  Grading was done correctly and signed off by the city of *************  The city does a quality job and is very strict  - They approvey and Mr. ******** approved..  
  
  We offered $1000 to assistto make Mr. ******** happy.  He agreed. Mr. Kardocus is still not happy.
  
  3. Sprinkler - This was not included in our scope.  Mr. ******** hired 3rd party and was not happy. 
  
  4. Polishing or coating of the countertops was not included.  We offer this as an option for additional cost.  Many customers prefer the outdoor rugged look and the polishing and coating wears off over time..
  
  5.Drainage removed from flowerbeds to run the electrical/plumbing - Mr ******** has a large pool that include many plumbing pipes/ electrical lines.  As per our agreement, we grade the construction areas back to city approved grade at completion.  All sprinkler / drainage etc that is disrupted during construction is the responsibility of the customer per our agreement
  
  6. Included 100' of drain piping in the estimate - Yes,  in our agreement we do drainage under decking and to outside the construction area (per the city requirements).  Additional drainage is at a added cost.
  
  7. Repair filter cartridges - Mr ******** has a *************** filter. A very nice filter.  Per the manufacturer, they should be cleaned 2-4 time a year depending on pool environment (trees, shrubs, etc).  Mr ********* pool has significant number of trees in the area.  The filter was not cleaned for 8-9 /months.  We put this into warranty, yet warranty told Mr ******** the filter cartridges were not maintained/cleaned properly. Mr ******** has a pool service, this service should be maintaining items like the filter.
  
  The pool is beautiful.  We have worked with Mr. ******** regularly on questions and items he believes should be addressed.  Our goal is to have happy customers.
  
  

  
  

  Customer Answer

  Date: 05/31/2024

  Attached is a copy of the warranty from the signed contract between Tropic Island Pools and ******* ********. The business owner refused to change out the breaker that was bad even though his contract includes replacement of faulty breakers for 3 years, still over 2 years left of warranty, work was completed July 4, 2023. 
  

  Second and third attachment is the invoice for the repair I had to pay for. I request compensation from Tropic Island Pools for this warranty repair. 

  Customer Answer

  Date: 05/31/2024

  Attached is a copy of the warranty from the signed contract between Tropic Island Pools and ******* ********. The business owner refused to change out the breaker that was bad even though his contract includes replacement of faulty breakers for 3 years, still over 2 years left of warranty, work was completed July 4, 2023. 
  

  Second and third attachment is the invoice for the repair I had to pay for. I request compensation from Tropic Island Pools for this warranty repair. 

  Customer Answer

  Date: 06/12/2024

  My contract with tropic island pools includes a 3 year warranty plan. This plan clearly includes replacement of faulty breakers. The breaker needs replaced and Tropic Island Pools will not replace it. See attached photo, section 12.4.5. See second attached photo of breaker that needs replaced.

  
  

  Customer Answer

  Date: 07/22/2024

  Our warranty runs through July 4th of 2026. Here are two warranty items that we attempted to contact Tropic Island Pools to resolve. I finally had to get the breaker repaired since it was a safety issue. I am concerned that we will continue to have warranty items that they will not resolve for us, even though we paid for the warranty in our contract.  

  Customer Answer

  Date: 08/04/2024

  Here are two photos of the column that is becoming separated from the pool wall. 

  Customer Answer

  Date: 08/04/2024

  I am rejecting this response because:   These claims made are not true. All electrical work was performed by Tropic Island Pools and included in their 3 year warranty. Our pool has been maintained fine and despite him them not warranting the filters, Jandy stepped up and made that corrected the issue, this with has no bearing on the outstanding items anyway. The columns were not connected to the pool during construction and therefore are not structurally sound and are moving and disconnecting from the pool. ***** told me during the gunnite day that they ran out of time to make the columns and so he instead had his ***** make them out of cinder blocks, this is why they are cracking apart. 

  Business Response

  Date: 08/04/2024

  Dear BBB - 
  
  Our goal is to ensure all customers are happy and satisfied.  Mr. ******** has a beautiful pool.

  We have discussed the drainage behind the pool before.  Mr. ******** did not maintained the drain grade that the city of ************ approved with Tropic Island Pools (at the end of construction).  This  lack of grade maintenance behind the pool has caused drainage issues.  It is also not healthy for the pool.  Drainage water should be removed from around the pool as outlined in our agreement.

  As for the electric, Mr. ******** has added devices to the the electric circuits that were not originally associated with the design.  Consequently, the warranty for the breakers and circuits is void moving forward.

  Mr. ******** has continued to have challenges doing common maintenance to his pool.  For example, Mr. ******** did not clean his filters for the 1st 6 months (Mr. ******** has a significant number of trees and landscaping around the pool).  The not cleaning the filters destroyed them.  Another example, Mr. ******** called the office several times about air bubbled coming from the return jets.  Each time it was the skimmer baskets were not clean.

  Mr. ******** should get a better pool cleaning service that can assist him with pool maintenance  or become better educated on the pool maintenance.

  The pool is beautiful.  We have worked with Mr. ******** regularly on questions and items he believes should be addressed - most are mis-understanding of basic pools maintenance.  Our goal is to have happy customers.