Complaint Review: Riviera Pools - Tampa Florida

We signed a $40K contract to have our pool installed and we are now 8 months into this project with a failed inspection and missing parts. We chose to Riviera Pools to complete our project in August 2018. We are currently entering May 2019 and we still are not finished with this project. Steve High, salesman, tried to re-work our building plans to accommodate the City of Tampa's requirements which have now failed inspection.

We have contacted Riviera multiple times without response unless we call them directly. Even after placing phone calls we still do not have any idea of what they plan on doing to correct the salesman's mistakes. Tim and Lisa have stated they are working on this and will have an answer by 4/26/2019. We contact them today and told them we are finished with the excuses and cannot wait for a response any longer.

The company was paid in full as requested and we have accommodated every single request made by Riviera's staff. Now they have their money and they show no promise of fixing the issue with the inspection. We are now stuck trying to fix something that has been paid for. Riviera is not holding to their end of our purchase agreement and we want answers.

As the purchaser we should not be held responsible nor should we be under this amount of stress due to their poor work ethics, lacking communication and terrible treatment. This was an expensive project for us as we have saved for a long time to have an enjoyable pool in our backyard. This experience has left me wishing we would have never signed a contract with Riviera. We are in total dismay as fingers are pointed to the salesman, then to the office, then back to the salesman.

Now Riviera wants to give us money back and haul away the pavers they cannot install due to their salesman's mistake on the building plan. This is not an acceptable resolution as they could install drain to the ROW and we would be able to continue with the paver work as contracted. We just finished re-landscaping our yard after the pool construction so I am certain Riviera would rather return money than have to pay for the drains and to re-sod our yard, fix irrigation and install the pavers.

Again, this should not be our issue as the company aloud their sales person to alter our building plans without their acknowledgment. Perhaps Steve High should be the one paying for the corrections. We will not be penalized nor will we accept anything less than what is acceptable by City code. The contract is to be completed per our agreement. Riviera has fallen short of our expectations and we have been nothing but patient as we have tried to handle this "in-house".

We are now tired of waiting and will keep escalating this until Riviera is held accountable. We still do not have all the promised equipment per the contract. We are still waiting on our salt chlorination and the Polaris 360 to be installed. I was contacted by Scott who to deliver/install the equipment yesterday but, was unable to do to the wrong cleaner being in stock.

Scott did mention he would be installing the equipment today so we will give him chance to do as promised. Riviera has taken advantage of us and it is wrong on all accounts. *all communication is in writing (text) and will continue to be in writing as this matter may need further escalation.*

Your Desired Resolution:

Our resolution is simple. Riviera needs to come back, remove sod, install the drains the the right of way, install the pavers, have the job re-inspected. Then they can do one of two options - pay for our landscaper to re-install the sod and fix any broken irrigation or the can cut us a check for $3,719.00 (cost of the yard) and we will hire someone to fix the yard - AGAIN. Nothing else is satisfactory. Period!