We're providing the 2 stars only because the pool, once it was finally completed, is beautiful. However, getting it done was one of the worst experiences we've ever been through. Once the papers were signed in January 2022, things came to a screeching halt and the service was beyond awful. We physically went to their office multiple times to try to get responses to our inquiries since no one would get back to us. The timeline went from being completed in May, to August, and pushed out week by painful week. It was not fully completed until late February of 2023. The house was supposed to be a vacation rental but we couldn't rent it with the back yard torn up so we lost 7 months of rental income. Every step that had to be completed was a gut wrenching nightmare. We even followed up by chasing down some of the subs ourselves since we couldn't get answers from TP. They changed employees regularly so we'd have to start at zero with each new person. They also tore up part of the concrete sidewalk alongside the house and said they would fix it, but never did. The only upside was when Ian hit 9 months after we signed, there was only a concrete hole in the ground so there was nothing to get wrecked. Unless you have no expectations of a timeline or customer service, don't go there. read more

Stay away from Tropical Pools. We used this company for after storm cleaning. They overcharge and they do horrible job. Our drain cover in the pool was never secured after the cleaning. Tropical Pools are not willing to do anything about it. They just don't care. read more

An update! Ronnie, the field rep who comes out and ultimately gives you an estimate, called me on 2/24/23, indicating that he and the owner thought a former employee already sent me a refund check, he apologized, and said they would send out a check to me. It is now 3/17/23 and no check. I tried to call Ronnie back a couple of days ago, left a message and so far, no call back. They did the same thing in May, 2021. A friend of mine told me then, that they were just delaying me from bad reviews or other actions. I told my same friend today and he said the same thing. How evil can you get! read more

waiting for our pool to be finished. Hole was dug in May 2022. It is now December 2022. Still not done! Worst customer service! Rude! Unresponsive! Yes we are also lied to! Employees are quitting left and right! read more

March 11 2022 - Umbrella Update - Since writing the below review, Tropical Pools has been in touch. The last communication was about 2 weeks ago stating they are still trying to figure out how to correct the problem. I will continue to update my review as I noted in my original review. When we designed the pool, we included the umbrella holder... listed right on the contact we signed. When Tropical Pools installed the pool they forgot to include / install the umbrella holder - the holder is not straight. We contacted Tropical Pools and they did send someone out to see what could be done. After numerous attempts the owner, Joe Willard, said we got what we paid for and no additional attempts would be made to make the umbrella holder straight. Before I go any further, I will say that Mr Willard and I had some spirited conversation. Both of us equally participated and I will admit my part in the conversation before Mr. Willard trashes me. Anyway, Mr. Willard stated, we got what I paid for. I have reviewed my contract and I have to admit it does not state that the umbrella holder would be straight. To that, I am curious of others who have put an umbrella holder into their design and if it was straight or not. If this is a trait of umbrella holders installed by Tropical Pools and other pool companies I will humbly and respectfully update my rating. The last time someone was here to correct the situation (timing of my one and only phone interaction / conversation with Mr. Willard) the repair person had a piece of plastic tubing and said "this" (referring to the plastic tubing) was what was supposed to be installed and it was not. It was also supposed to be done before the concrete was sprayed and the interior was installed. I did asked Mr. Willard (during our conversation) why his repair person noted that what was installed was not what we paid for... still waiting on an answer. Overall, we are please (so far anyway) with our pool. The only reason I took the time to write this is because of the treatment of Mr. Willard about this issue toward us and his statement that "we got what we paid for" which it not accurate. I was offered one hundred dollars compensation, but as I explained to Tropical Pools, money is not the issue, I just want a straight umbrella. Mr. Willard - your turn - GO! read more

This team has been nothing but professional. On time with everything they said and no issues so far. The owner himself dug the hole so that tells you some throngs right there. I would recommend anyone looking for a new built pool to reach out to this company. My pool is 14X28 with lots of space around for the deck area. Top notch! read more

I understand all of the complaints in the review. I'm a General Contractor in Lee Co. for 40 years, pulling my first owner builder permit in 1971. Tropical Pools is the worst pool contractor I've worked with. Delays and stupidity abound. After 3 pools in the last 2 years, I'm done with them. After paying them on time always , Tropical still holds each stage hostage for immediate paymeny. They treat everybody like a thief, Which tells us more about themselves. And the office turnover is ridiculous. YOU'RE WARNED read more

If I could give this company less than 1 star I would. They are rude when you call, first of all. They act like you are the last person on earth they want to waste their breath speaking to! I have a pool that is 1 1/2 years old. I have a leak! They will not cover it under warranty because I didn't own the house when the pool was installed. Mind you, I bought it as a new home! Absolutely ridiculous! What makes the situation 10x worse is that the problem is due to their error in installation! $1600 repair! Stay away from them! I'm not sure why anyone uses them after reading the reviews! read more

I had my first experience with Tropical pools 5/19/20 for a service call. I needed my pool light fixed and hand rail repaired. Brent worked tirelessly on both the light and hand rail. Unfortunately there was no power to light, Brent checked fuses, every possible place power source could be. Brent repaired hand rail, and gave me tips on other things I could easily fix myself. Tropical Pools has my business, and they're blessed to have Brent as part of the team. read more

New pool construction by Tropical Pools Cape Coral FL at my Residence started in January and promised by the sales man that it would be complete by April. We are now in July and are still having challenging issues. Listed below 1. The wrong waterfall was install after the deck pavers were already in place had to break the concrete and remover pavers to install the correct the LED waterfall. 2. Remote control only controls the waterfall when the salesman sold us on the idea that all the lights will be controlled by the remote. 3. Screens have tears in them pointed it out to the entire staff still have not been fixed. Communicated back and forth with the office staff never returned my call the only time they did anything was when they were requesting a payment. I paid on time $62,500.00 in payments upon certain portions of the job being completed every time. 4. Electrical conduit was not run for 220 and 110 outlets prior to pouring the subdeck. 5. The salesman said they forgot to run the electrical and now it's going to cost between $1,500-$2,000 and asked me if I can pay half because he would have to eat it. The contract included all this work for $62,500.00. This work had to be run out of my existing electrical box and not out of the subpanel I paid for. The electrical work in the attic is sloppy and I don't think it will pass inspection. I pointed this out to the salesman prior to the subdeck being poured he told me don't jinx the job everything is going smooth. 6. The salesman promised and oversized pump to run all water features and did not install the correct pump. David Sullivan points this out to the owner and they had to reinstall a stronger pump. 7. The plasterwork on the interior of the pool was done on a rainy day and I paid an additional $1,000.00 for the Kona blue. Since the work was done in the rain the pool has white blotches and streaks not to mention junks missing in the deep end. Now the company has to come out and drain the pool (I hope they don't expect me to pay for the water to refill the pool up) and sand it all down which will create a dust mess then re-plaster the pool the correct way. 8. The umbrella holder that was paid for was never installed in the pool which was also promised by the salesman. 9. The pavers had blue stains all over when the interior was complete when it was first pointed out I was told it was cleaned. I showed this to Tracy and he said that he would take care of it with a pressure washer. He did but not all the stains were not taken out. 10. The solar blanket was never cut to size as promised by the salesman. 11. We have 10 valves that control all the water effects and originally stickers were put in place that has come off and now someone scribbled with a black marker what they control (looks ghetto). All an all I would think twice about contracting this company. They have caused me a lot of stress and strain on my relationship with my family. I have missed countless days from work and the worst part is I still paid them every time they wanted a payment with not financing at all. I can only image if they treated me this way during the build how will it be during warranty work like now we have been waiting a weeks for the lights to work as promised by who you ask THE SALESMAN. The only helpful staff at Tropical Pools in Cape Coral Florida have been David and Tracy. The salesman was not a part of this pool build and only wanted the signed contract and money from us. Communication with the office resulted with no call back no answers. Negative starssssssssss read more

We had our pool put in just over 1 year ago. I was talked into upgrading to pavers instead of concrete. Big mistake. They cost way more and keep sinking. They started sinking 1 week after they were installed. They have sunk 8 times since. It took them several weeks each time to come out and repair them. Now when I called again I was told my one year warranty had expired and they will not repair them. They were never done right in the first place. I was told a supervisor would call me back a week ago. I keep calling them but they never return my calls. Very poor customer service. I paid $35,000 cash for my pool and this is how they treat me. If you are looking to put in a pool go with Custom Pools by Design. I hear they are awesome!! Their pavers do not sink and they provide great customer service. I wish that is who I went with. read more

Buyer beware, stay away from Tropical Pools of Cape Coral. I contracted this company in Sept. 2020 and gave my 1st payment. Demolition and construction started March thru April 2021 and after MANY, MANY fails and redo's my pool is still NOT COMPLETED. Their Paver/Tile Sub had to come out 3 times and every time there was a 2 to 3 week delay to get on their schedule. Initially I was told delays were Covid related but my pool has been EMPTY for several months and is still unfinished. My sales person does not consistently return my calls and the Owner is always "unavailable". No one has taken accountability and there was no one supervising the job on-site. I'm repeatedly lied to, and then someone else calls me to apologize for the person who gave me incorrect information. My sales person keeps telling me to be patient, how much longer do I need to wait? Unfortunately I've paid them almost everything owed. Here we are almost 9 months and still my pool is unfinished. 3 weeks ago I was again "assured" that after the Safety Inspection was performed (3rd time being performed) I was on schedule to have the pool prepped, sprayed and then filled with water. Today I was told they couldn't get the county Inspector out for another few days after being "assured" that the inspection was scheduled for today 11/30/21. This is absolutely the worst company I've ever had to deal with and will NEVER EVER recommend them to anyone. BEWARE..... I don't believe in smearing the employees by naming them as the blame lies with with the Owner, Joe..... Still waiting for his call! read more

After spending over 50,000 dollars on my pool,they will not install the handrail that they told me to buy without charging me 500 more dollars. Joe,jr made 2 appointments to install it for free but pulled no shows. Never returned multiple phone calls. read more

We had a pool and spa built by Tropical Pools at our new home, beginning construction in May 2104. Construction was completed in about 7 weeks, and the quality of their work has been excellent. They answered all of our many questions, and were very good about keeping us informed of all the various steps in the construction schedule. The finished product is just spectacular. Kevin Mehl, our salesperson and pool designer, was great and very helpful with the entire process. read more

Disaster experience. Never finished the pool and had to have another company do it after 10 months. Luckily I owed them enough money to finish the job. Rip off artist and liars. read more

So my husband and I just bought a house in August 2017. A brand new pool was built December 22, 2016 by Tropical pools. When we had the house inspected we had the pool pavers fixed because they were all sunken in around the pool. The owner told us this has been a repeated issue. My husband and I have had to fix the pool pavers every month since we have lived there. The salt cell broke this month (January 2018). My pool guy said it stopped producing chlorine and that it failed a functioning test. Salt cells have a life span of 4 years and it only last 1 year and 1 month. I called tropical pools to explain what happened and all they could say is that the warranty is not transferable to new owners. I told them I wasn't calling them about a new issue and that they never fixed it right the first, second, or third time so they should warranty their work that wasn't done right. The lady was very rude and impatient about listening to my concerns. When the old owner informed me with all the issues she has had with tropical pools and when they found out she listed the house on the market the crew was excited to not have to come back to fix any more issues. In my honest opinion I would NEVER EVER hire tropical pools unless you enjoy speaking to rude and impatient people, not having the work done right the first three times, and if you want your pool equipment to break after the first year. read more

Horrible experience. This company put us through the worst experience ever. Building a pool should have been an easy process. I had to communicate with the subcontractors they hired because they struggle with communications. Try to use a more reputable company read the reviews that Tropical Pools has I failed bad and struggled with my pool build. All they want is our payment. The salesman are horrible asking for more money after the contract was signed......beware!!!!! read more

They installed a new pool in the Summer of 2017 and a salt generator they sold me to make my life easier has never worked ,had to test pool 2 times weekly myself and get independent water tests. They tested the pool themselves and said to keep PH lower than the 7.4 guidelines, and that no nitrates or phosphate were found. Tech Brent texted to maintain a stabilizer rate of 80ppm and set generator @ 50 ratio and leave it. The chlorine level was at 0 unless I shocked or added liquid chlorine. Telephone calls every week with readings were never returned only that Susan would talk to Joe (owner) and get back with me. The salt reading on the system was off by 400-500ppm on tests and got to 900ppm they still didn't respond. On 1/4/2018 I called and spoke with Susan and was told that Joe Jr would not cover under warranty because of abnormal test results, it was tested and adjusted above guidelines and problems called in for the 4 months that the pool was in opperation. It is under warranty by manufactuer for 3 yrs so how much would it have cost them anyway. I asked to speak with Joe Jr about the problems I have with the 4 month old pool and now warranty ( no returned call). #1 Interior of pool had to be patched 2 wks after filled with water ( because finish didn't stick to sealer around main drains and does't match original ) #2 Hayward Salt Generator not working, #3 the warranty with the pool how much if any is he going to honor ( installation, shell, equipment, screen enclosure, deck ). Thankyou for reading ...... buyer beware! read more

If I could give zero I would....horrible company, customer service and owner is a thief taking money for service plans that are not followed causing failed equipment . They built a pool for a family member of ours who were seasonal, returned north and due to health reasons have not been back until recently. The pool has been a mess, filthy filter, cracked pump and more. They were paying $100/month for the "gold" plan but if that equipment had been serviced as it should have we would not have had to pay $600 to get it repaired and back to normal. I have pictures to show the dirty filter and more, service tickets never left when a technician "supposedly" showed up each week. They took advantage of knowing the premises were unoccupied. Owner Joe never called me back, does not stand up to take responsibility of his staff. Trying to get someone to call back is like pulling teeth and when they do they have no answers or ones contrary to the truth because they can't get any answers from Joe even with proof of poor service And equipment issues. When I called them in the issues, they tried to tell me more expensive things were wrong with the equipment like the ecommand board, yea that runs about $700 plus the $110 they charge just to go look at it . read more

Several complaints. Too many to list here. It starts with the sales person to the office people to the crews, etc. Very poor communication between departments and crew within the entire Tropical Pool company including the owner.. In our case, the pool shell was dug in September 2014. Somewhat completed January 25th, 2015. Continued unresolved leak issues. Three leaks have been "repaired" so far with more being "monitored" now. We have been informed that it is a process. New pool and so many leaks...eeek....NOT GOOD. I do not recommend this company. Find another, we sure wish we did. read more

Not real happy with the results so far. Bought our pool around the first of July and still waiting. They might be one fourth into it. Every time I call, I'm told waiting for this or that to come out. Just like going to a restaurant to eat we as paying customers don't care that you are short staffed or the chef is having a bad day or so and so didn't show up. We want our meal in a professional and timely manner. Same for the pool we are paying close to $40.000 for. Would just like to see SOME kind of work done more than once a week. read more

I just bought my home. The pavers are sinking. I called and was told the warrantee was only one year. I was five months over. I was also told the warrantee was non-transferable. This is another was you saying their customer service and workmanship is no good. I argued that this was a workmanship issue and they dispatched a supervisor to inspect. I was told it was definitely a workmanship issue and he was scheduling to have repaired. When I called back to see when the repairs were going to be made I was told the repairs are not covered because the pavers was out of warrantee and the warrantee was non-transferable. I argued that they dispatched a supervisor and he said he was fixing. It made no difference. It's unreasonable to think I can only get 17 months life out of a paver brick deck. I would never recommend Tropical Pools. Their slogan of customer service and workmanship are only empty words. read more