Tropical Pavers and Stone

We received your complaint/ comment and it has been discussed within the quality review process of our company. All complaints are taken seriously and we want to assure you that the problem was bought to our attention is being addressed. It is unfortunate that there has been an apparent breakdown in our relationship with Tropical Pavers & Stone, LLC. Our testimonials were positive and took pride. We are committed to working side by side from the planning process to completion. We understand that taking a major project is complicated and can be overwhelming. To respond to your complaint, we have prepared to make an honest statement. On May 16, 2018, Mrs. ***** signed a contract with Tropical Pavers & Stone, LLC for an installation of Fiberglass Swimming Pool By Igui Manufacturing in the amount of $24,024.00. The contract stated from page 3 that a first installment deposit in an amount of $2,024.00 was needed for "Engineering Plans, Permit Preparation, Pool Preparations, and Order Items for Pool Kits. Mrs. ***** signed the contract on 5/16/18, but unfortunately, the first installment deposit was "Only" received on 6/6/2018 (took 15 Business-Work days passed after contract actual signed). On May 16, 2018, Tropical Pavers & Stone, LLC requested to Mrs. ***** to provide a copy of her property survey. The usage of the survey is for the engineering processing. We have received the survey on May 22, 2018 (6 days passed with the contract signed) via email. While waiting for the first installment deposit from Mrs. *****, everything went on hold. Our contracts stated a customer must be provided property survey and first installment payment for engineering and permit processes. We have contacted the customer in regards to the deposit. On the date of June 6, 2018, we have received the first installment payment in the amount of $2,024.00 After receiving the deposit on June 6, 2018, we immediately emailed our engineering company to start plans on the same day. While in engineering hands, they had questions in regards to *****'s Project. We communicated back and forth with our engineer to fulfill *****'s project accordingly to her initial site inspections. On June 22, 2018, we sent an email to Mrs. ***** the plans for a pre-approval from engineering. She approved it on the same day. We sent a confirmation to the engineer and continued to wait for a final-finish of *****'s Plans. On July 5, 2018, we have contacted the engineer for an update as of when we could expect the plans for *****. Our engineer responded on the following week. On July 10, 2018, we have received an email from the engineer that the plans were mailed out to the office. After receiving the plans, we submitted to all documents to the Permit department at Collier County on July 18, 2018. While in permitting was in process, there are several subdivisions that all documents have to go through for prior of final approval. There are 2 of the phases requested from the county for all engineering corrections. 1. Pump corrections 2. Property is for being excess 40% lot coverage. We contacted the county's permitting department to discuss this matter. We emailed and requested the engineer to make corrections as per request from the county planning department. After submitting the corrections days later, the county estimator emailed us back that the 40 % excess lot coverage need it to be fixed in order to proceed. That same day, the engineer corrected the pump and we resubmitted to the county, however, the lot coverage is still not satisfied. In order for the county to proceed and accordingly to the county property laws, Mrs. *****'s would need to shrink part of her deck. We brought this situation to Mrs. ***** attention that Collier County was not allowing this property to have any built on excess 40% lot coverage. As a professional company, we have to follow all laws in many counties. We notified Mrs. *****, and she refused to understand the meanings of the requirement from the county laws to continue the permitting process. That's been said, Mrs. ***** refused to continue and demanded to cancel our service. Based on our contracts, Mrs. ***** will be issued a refund after expenses have been made. Mrs. ***** failed to understand the law and regulations of our contracts. It is requesting a refund issue from her deposit, $2024.00. On under section 1.1 in the contract, her deposited was refunded minus expenses from engineering plans, permits fees and application, site inspections, and expediter fees. Make note that there was a manufacturing restocking fee of 5%, and we awarded a waived. The total amount of refund is $774.00. At this point, Mrs. ***** started to harassed and mistreated us. She started to threaten us by posting bad reviews on Google and BBB and a lawsuit. According to Mrs. *****, she stated that we were never in any communication with her. We have over 60 messages between emails and texts, which we can easily provide copies of all the hard work.