Tropical Outdoor Solutions, Inc.

"Tropical Outdoor Solutions did install a drainage system for this customer as stated. Our sales team responded promptly to the request to fix a major drainage problem this customer was experiencing, and a solution was determined. We proposed to install a 4? pvc pipe with two area catch basins that tied into an existing drain line leading out to the front yard. As per our normal practices we submitted a competitively priced quote expecting the homeowner would be receiving multiple bids for the work. Our bid was accepted over the others, and a deposit was sent in to get the job scheduled. Our expert crew installed the drain system including the catch basins exactly where the homeowner was expecting them, and flow tested the system upon completion to ensure proper operation. Our installation went in without any issues and the pipe route to tie into the existing drain was hand dug under a fence section instead of going out and around thus creating a shorter path of flow and less turf disruption. This customer was very satisfied with the work and clean up and made the final payment that day following our walk through. Daniel wrote in an estimated distance of pipe on the proposal stating 50 feet anticipating that number would cover any avenue the pipe was dug in. As stated in his complaint, this customer decided to measure the pipe distance weeks after we were done to find according to his measurements the overall length was 32 feet from where the catch basin was installed over to the connection point beyond the fence. He contacted Daniel to discuss his grievance and was offered the difference back for the cost of length of pipe not installed as an olive branch from us. He did not accept that amount and requested a conversation with me as the owner of the company. I explained to him we have a minimum charge to send a crew with truck, trailer and materials out for a day and he was basically at that amount so there was not a huge profit margin to draw from as this job was $2500. I asked him directly on the phone what he wanted, and he said he did not know, and I should recalculate according to the distance used. I kindly explained that I felt there was truly no reason to refund any portion of the job as we went from A to B as agreed upon and if we were able to take a shorter route that did not offer a discount. So, I stated my case and he became irate on the phone screaming and literally stomping his feet demanding I give him something which he could not even explain what that was or he would go online and ruin my company reputation if I did not comply. I explained I will not be held hostage to threats and that we had nothing else to discuss. Strangely to me he never complained about the workmanship, materials or solving the issue, it was just about the distance of pipe and how we ripped him off. We have a high number of five-star reviews and only a handful less than three so we must be operating at a professional level to maintain that count and we understand we will not be able to make every customer happy every time."

"Thank you for taking the time in leaving us a great review! We always appreciate the positive feedback."

"Tropical Outdoor Solutions appreciates everyone that spends their time to leave us a review online following our performance of work at their residence. We take great pride in offering our services in Sarasota and surrounding areas. As a company, all of our Installers, Managers and Owners strive every day to put forth the best work and quality products possible. We ventured into a new avenue of work presented to us in this situation where we were hired as the installer for a local Sarasota Landscape Architect. On this project we provided the installation labor and materials chosen by the Architect. In truth, this project did not go smoothly at all. As the true leader of the project, the Architect spent very little time on site and would instruct us to just go off the drawings which were not of scale and inaccurate where the fence was to be placed mid project. He would show up days after our requests to look at areas and make us move plants, rocks and trees that were installed initially per his drawings. We were instructed to install a metal landscape border next to and under massive Royal Palms, Oaks, Mature Magnolias and Bismark Palms where it should have never been installed due to roots and future problems that they present. Yes, what should have been a few weeks to complete was dragged out by the homeowner and the Architect in having us return at least 8 times beyond what we felt was necessary. We did indeed return multiple times in effort to perfect the job to everyone's satisfaction. Eventually, we arrived on point after redoing many aspects that should not have required it. We stuck to it and endured until the point everyone signed off and final payments were made. The homeowner hired us multiple times following this work to attend to other issues he was having with lighting and irrigation. In a similar review on another platform, he stated he hired us to do a 6-figure installation but in fact he hired an Architect, and we were merely a sub-contractor. He states another 5-figures was spent to correct the situation with the same Architect following our installation. Obviously, even the Architect is unable to satisfy this customer's expectations. The Atrium water feature mentioned was never chosen or installed so of course we were unable to complete plantings in the area. Money was withheld from contract to ?fix? things by the Architect, we suspect it was never given back to the homeowner. We ended up absorbing the cost for all the plants in that area and were paid nothing for that portion of the installation. Deer soon became a major problem following installation of plants. They were eating the plants that the Architect chose almost as quickly as we were able to get them in the ground. The Architect takes zero responsibility for poor plant selection and deflects the issue back upon us. In the end, it cost us thousands of dollars in replacement plants and labor. The Homeowner became very upset at this point understandably but is placing the blame on the installer not the responsible party which was the Architect."