Complaints

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:11/25/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Don't hire! Very unprofessional, zero quality control, does not care about the customer. I Purchased a new Richmond American home that sub-contractor Santa Rita Landscaping (SRL) installed the concrete paver driveway. Due to poor initial installation of concrete pavers the driveway was not properly graded for water drainage which caused excessive high/low spots & puddling water. The color dye & concrete did not appear to have been properly mixed during manufacturing causing premature breakdown of aggregate, chipping & white staining/fading of the pavers. Oct 2023 SRL performed partial repair/replacement of some of the pavers. However, they cut corners and did not replace all the of the broken-down pavers that again resulted sloppy appearance due to poorly laid pavers resulting in shifting, uneven pavers, large gaps and tripping hazards. I informed Richmonds warranty rep the problem was not resolved. No response was provided. Feb 24- Driveway problems were again addressed with Richmonds warranty rep w/out response until Aug 2024–Richmond warranty rep John Dewitt and Santa Rita Landscaping Director Brent Wilson performed assessment of driveway pavers. Brent Wilson noted that there were some issues that can be addressed although he was not specific as to what those were. He said that he would get with the pavers manufacturer/distributor to also assess concerns of pavers before moving forward. 30 Oct 24–Richmond warranty rep and SRL Director Brent came to assess the driveway again. Brent cancelled. 1 Nov 24–Richmond warranty representative and SRL Director Brent Wilson came out to assess the driveway. Brent could not recall his first assessment in Aug and had to be reminded. I reminded Brent quality of work performed & pavers used was subpar. 20 Nov 24-Richmond warrant rep scheduled SRL Landscaping Director Brent Wilson & Paver Supplier to assess the driveway. 25 Nov-SRL Director & Paver Supplier was a now show and does not respond to Richmonds warranty rep.

  

  Business Response

  Date: 11/27/2024

  The driveway installation initially did have some areas that had standing water and a few miscolored pavers. Santa Rita did fix these issues and complainant is still unsatisfied with the work performed. We have additionally offered to replace a handful of other pavers that have either minor chips or slight discoloration, but complainant has requested that the entire driveway be replaced at no cost, which we believe to be excessive. We do have a meeting on site with Richmond, Santa Rita, paver manufacturer (AZ Best Block), and the complainant scheduled for 12/4/24 at 10 AM for further review and discussion. We would also like to note that Santa Rita Landscaping was contracted for this work through Richmond American Homes and have performed all work at their request. We have remained in full communication with Richmond American regarding the work and recommended that should the complainant remain unsatisfied with the work performed that they should communicate with their representative with Richmond American as that is who their contract is with.

  Customer Answer

  Date: 12/06/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22603674. The 12/4/24 meeting focused on our driveway, where representatives from Richmond American, Sub-contractor Santa Rita Landscaping LLC , AZ Best Block discussed the concerns with the installation/condition of the driveway. Ultimately all parties deciding that our existing driveway would be removed, regraded and replaced with new pavers ensuring proper base preparation with compaction, using a suitable bedding sand for leveling, with new durable pavers, filling joints sand to prevent shifting, and considering design elements to ensure a visually appealing outcome; all while prioritizing the driveway's ability to withstand vehicle weight and weather extremes. We are now waiting for this to be scheduled. Santa Rita LLC indicated that this would happen as soon as possible and that this would most likely be January 2025. 

  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,
  
  Jeff Blount
  
   

  
  

• Initial Complaint

  Date:07/30/2023

  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 a landscape contractor (Valley Oais) that hired Santa Rita Landscaping to deliver a very large dumpster for heavy landscaping debris. Last week Valley Oais contacted Santa Rita everyday to request they pick up the container. Valley Oais was told everyday they would come by and pick it up. So far it's still sitting in the street in front of my house. The neighbors are wondering what's going on. I tell them it's not the fault of Valley Oais but of the lack of attention by Santa Rita. This issue tells all of us to never use Santa Rita landscaping for anything and never accept their promises. Something needs to be done to get Santa Rita to respond and pick up their dumpster.

  

  Business Response

  Date: 08/03/2023

  We are in receipt of the complaint notice. Since receiving the complaint, we have contacted the customer and completed their request to have the dumpster removed from their property. We have also communicated with Valley Oasis the status as well. We believe this matter to be resolved.

• Initial Complaint

  Date:01/19/2023

  Type:Customer Service 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 had an employee almost cause an accident with my car because of their reckless driving. This took place on 1/19/23 around 5pm. I would like the company to have their employees try to drive safer and reprimand employees who do not

  

  Business Response

  Date: 01/20/2023

  In response to the complaint we have addressed the driving habits with our employee as identified in the picture provided by Sabrina. We will additionally be providing refresher training on defensive driving to all drivers. We have reached out via phone and email to Sabrina to apologize and identify our internal responses to the incident. If further action is requested we can be contacted.

• Initial Complaint

  Date:03/30/2022

  Type:Order 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.

  On 8/10/2021 while at their office showroom I made the first payment of $37,781.86 for extensive landscaping work and irrigation upgrade in my back yard. The work was to start in mid-November. The supervisors and portions of the work crew showed up mid-November and my wife and I were given a drawing and an owner's manual for the irrigation system. The detain drawing listed parts for the irrigation up grade. My wife questioned the workers as they tore out the existing irrigation system, she was given the answer that another work crew would do that work as other workers were laying pavers over the places the system would need to be laid. My wife began waiting for a call from a supervisor to correct the problem. After many phone calls and a couple of visits from supervisors Santa Rita Landscape decided they would tell my wife we never had an irrigation system in the backyard, and they had never agreed to install an upgrade. The second payment on check dated 1/10/2022 of $37781.85 plus a check for $2334.26 for work they said was not covered on the first billing. At the time my wife gave the supervisor the checks he said he would have someone look into the irrigation system. They will not return her calls.

  

  Business Response

  Date: 04/04/2022

  Attached is Santa Rita Landscaping's proposal and contract with Mr.********. You will note that there is no removal of existing irrigation, nor inclusion of any irrigation work at all. Santa Rita's team notated no irrigation upon mobilization on the project and would have no motivation to remove an existing irrigation system. Santa Rita's team has spoken to Mr.******** about this several times in recent weeks, most recently on 4/4/22 in which Santa Rita notified Mr.******** that we would mobilize to his project during the week of 4/4/22 to inspect what would be required to make the irrigation system acceptable to Mr.******** and make the repair if it was minor repairs, which is above what would be required of our contract as no irrigation was included. 

  Customer Answer

  Date: 04/05/2022

   I feel certain this message from Santa Rita Landscape was sent prior to today's visit and inspection. My wife informed me that after the inspection and viewing documents the management of Santa Rita Landscape agreed that a irrigation up grade was actually included in the original contract. I think the business response to my complaint was before the on site inspection. I feel certain this will move forward in the correct direction. It was my understanding the drain pipe and pvc pipe was a part of the irrigation project.

  
  

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