ComplaintsforRichard's Total Backyard Solutions

• Initial Complaint

  06/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We signed a contract on April 9, 2024. At the time of signing we had to pay a $2000.00 deposit. On the contract it stated plans and permit fees added to deposit but it was not itemized. We were informed at this meeting *** **** ** ********* could take 5 to 6 weeks to approve the plan and issue the permit. On May 8, 2024 we went back to the office to meet with the Designer Kristi ********* and the Construction Manager Joi ******** for the construction meeting. At that meeting we discussed having a pool heater added. The cost was $4600.00 and had to be paid that day. We signed off on the plan and our selections and whatever else needed initialed. We paid the $4600.00 for the pool heater. We left the office confident that our pool would be started in late May or early June. Surely they started the permit filing after we signed the contract and paid the $2000.00 deposit on April 9, 2024 right? Five weeks would have been May 14, 2024. We kept being told that they were ready to go it was not on their end it was *** **** ** ********* holding everything up. By June 25, 2024 we were told the same story again that they were ready to go it was not on their end it was *** **** ** ********* holding everything up. We spoke directly to *** **** ** ********* and found out the permit had not been filed until I think May 25, 2024. The status of the permit on June 25, 2024 was still under review waiting on resubmittal from Richards Total Backyard Solutions. That day we put in writing we were cancelling the contract and we wanted our $2000.00 deposit back as well as the $4600.00 we paid for the heater. *** **** ** ********* verified RTBS had not and would not be charged a fee because the permit was still under review when it was cancelled. *** **** ** ********* only bills after the permit is approved. 78 days after we signed the contract to build our pool nothing had been done. We did end up getting the $4600.00 back but we believe we should get 100% of the money we paid.

  Business response

  07/18/2024

  Richard’s Total Backyard Solutions has funded the ********* $ 4,600.00 for the change order that was paid for. This was refunded on June 26, 2024 and sent to them. Richard’s Total Backyard Solutions is retaining the $2,000.00 deposit to offset its cost in starting the job up. Please see attached invoice. All though the cost exceed the deposit Richard’s Total Backyard Solution will retain the deposit and use it to offset its expenses to date. We consider this a fair and equitable resolution.

  Business response

  07/26/2024

  We have already provided the invoice in our last reply of the resources spent to start the project up to the current phase before it got cancelled by the consumer on June 24th. This included time spent on plan preparation, communicating approvals with ****** ***** ****** due to aerial easement and processing all required docs for **** ** ********* permit under RTBS properly. Our decision for the amount refunded remains the same and the client has confirmed in their last reply they will continue to slander us online because of this. 

  Customer response

  07/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  I will continue to post reviews detailing my experience with RTBS.  Anyone who reads reviews can make their on decision about this company.  As far as I am concerned, the BBB has done their job and can close this complaint
  
   
  

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We built a pool that was completed last July with Richards Total Backyard Solutions. We have a lifetime warranty on the pool and have made a request on April 27th for a tile repair issue that has been ongoing since completion of the project. This is the third warranty request we have submitted for this same issue. Now the company will not schedule a time for the tile to be repaired and continues to tell me that the tile company is not available.

  Business response

  07/11/2023

  We have spoke to the client offline and have worked out a resolution with the team as well. We are going to bead blast the raised wall area, when they blast it, they will seal it and then we should not have any other issues after the bead blast/sealing. This is to be done Monday July 24, 2023. - Stacey ****, Construction Manager 

  Customer response

  07/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  They have agreed to clean and seal the tile but also told us that if that does not work they will address the issue again. We were told two different things were causing the issue so we will see what happens after the clean and seal. 
  
  
  
   
  

  Customer response

  12/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  A previous complaint was issued from us to this same business. We have tile and plaster issues that have been requested for repair multiple times since the completion of the project last July. Each time the company "bandaids" the problem rather than fixing it. This time we were promised a fix on both the tile and the plaster last month and now we are no longer getting responses to our emails or texts about these matters. We signed a "Lifetime Warranty" that covers us for a year and after many attempts to get these repaired, there still have been no resolution.
  Regards,
  
  
   
  

  Business response

  01/04/2024

  We have communicated with the ********* in terms of there claim. We have been out there several times which included bead blasting the wall and resealing it. The issue is over time residue and calcium will occur on grout lines and tile edges. The homeowner must be as diligent as well in cleaning their pool or just like any item it will get dirty or film up. An on-sight visit was made by the owner of Richard’s Total Backyard Solutions where this was told directly to the *********. We consider this issue closed

  Customer response

  01/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  We have had multiple people at Richards tell us conflicting information in regard to what is causing the issue as well as an additional local pool builder that confirmed that the issue is not calcium build up. I had a representative from Richards as well as the other local pool builder state what needs to be done to fix the issue, and Richards refuses to resolve the issue. I would like to also point out that the bead blasting removed grout from the area and we were told by the company that did the bead blasting that Richards would need to regrout it. This was months ago and we kept getting told the tile company was not available and then no response. After this was when we were told by the other representative of Richards that it needed to be resolved by removing the tile and adding a barrier behind it. Richards tells us multiple things and then either will not send someone out or tells us that they do not plan to resolve the issue. We are taking other steps now to have this issue resolved that will cost us additional money. 
  
  Regards,
  Jennifer *******
  
   
  

  Business response

  01/25/2024

  We offered to come in and re-grout the areas that bead blasting took out. We reject that it is not a calcium issue. We have made several attempts to resolve the situation and since the customer has indicated they have moved in a different direction, we consider the matter closed.

  Customer response

  01/31/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  I spent months in communication with their warranty department to get it regrouted and was consistently told that their tile company was not available to do this for us. After months of following up, the tile company was never scheduled to come out to regrout. Kristen Barrow either emailed me back with the tile company is too far behind schedule, she had no update on when that might happen, and then no response at all. We were told multiple times that the tile company would come look at it and no one ever showed up and we were never given a date that they would come to regrout. 
  
  Jennnifer *******
  
  
   
  

  Business response

  02/27/2024

  We re-grouted the entire wall on February 8, 2024. Please see attached pictures. I do not know what more we can do.  - Stacey ****

  Customer response

  02/28/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  01/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This vendor asked for a deposit of $3000.00, while I explore financing options to hold the discounted pricing. Afterwards, I did not get financing and they are refusing to refund my deposit. I got absolutely nothing for that! not even a notice it was unrefundable.

  Business response

  01/04/2023

  We have reviewed the client's file and are in agreement that no official contract was made between us and the customer along with the deposit, so we are refunding his deposit as requested. Our Construction Manager has also reached out to the client to notify him of he refund. We apologize for the misunderstanding and are making it right. 

• Initial Complaint

  02/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had an inground pool installed. During the process the company broke two sections of my existing concrete patio, They sent someone to repair the damage but the guys they sent over were not experienced in concrete repair. I called the company and complained about the poor workmanship, and was told they would send someone to repair properly.They sent the same guys as before to make the repair, same results as first time. Called once again and was told they would send out their in-house concrete crew to make the repair once and for all. Two guys showed up to make the repairs. The guys worked on one area ~2'x2' for for about 7 hours, they did not have time to work on the other area. Their work is actually worse than the previous crew. They left a wheelbarrow full of broken concrete in my yard and I have not heard from anyone since. This was 3 weeks ago. I do not plan on reaching out to them again due there lack of knowledge and failure to keep in contact with me. I have been trying to get my damaged patio repaired since September 2021. The company is Richards Total Backyard Solutions in Katy Texas.

  Business response

  02/18/2022

  Hi Mr. & Mrs. *****, we have had our shares of ups and downs building your pool project during the pandemic and extreme Houston rainstorms in Spring/Early Summer 2021. This includes multiple cave-ins and muck-outs that added a month-long delay in May 2021 for the project when we first originally dug in April 2021. We have acknowledged that our communication and organization of the work being conducted at the job site to be improved for all projects, especially yours, and for our team to execute it better for all our clients. We have not broken our commitment to make things right for you and your family and have worked with you before, during, and after your pool was plastered in August 2021. The pool has been operational since August 2021 and we do all agree that the repair work being done to fix the concrete slab broken near the patio by a bobcat during the excavation phase (which stated on the contract we do not cover damages in the way of access) was not right and did not meet our standards of quality work. We also agree with you that the Bobcat could have accessed the backyard in a better way to avoid the damages it caused. So, we are still working to make the repairs right as the previous contractors sent out did not meet both your and our expectations and standards. Stacey will connect with you directly with an update of who and when we are sending someone out again to fix it for you. We would also like to note, good or bad, none of our reviews are fabricated and we take every comment and concern seriously and will make things right because customer astonishment is our goal.

• Initial Complaint

  01/27/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  After repeated attempts to get Richards to complete the install of a handicap lift they have refused to complete the contract as agreed (and paid for). Every time we enquire about this issue we are either told they will do it next week (and this excuse keeps repeating), or they simply ignore us and don't return phone calls.

  Business response

  02/07/2022

  Hello, We just wanted to provide the BBB an update since this case was filed over a week ago. We have communicated, connected directly and visited the job site for this client. We are waiting for a part to arrive from the manufacture needed for the base so we can properly finish and safely install the lift for the customer. We are dedicated to complete this project properly and satisfactory.  

• Initial Complaint

  01/04/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  My wife and I entered into a contractual agreement with ******** Total Backyard Solutions on June 3, 2021 to build a pool/jacuzzi at our home residence of 4121 Ashwood Hollow Ln., Spring, Texas. The cost of this new backyard addition was contracted at 75,245.00. All scheduled payments were made on time per the dates outlined in the contract. Pool construction started and the pool was water-filled on October 22-23, 2021. We were told by Project Manager, Jose ****** that the remaining work needed to complete the project would be finished soon thereafter (1-2 weeks). The completion items included : tile/coping mastic being removed from the deck, piping fixture located on back porch replaced/adjusted to meet required MUD inspection standards, wooden gate plank broken during construction replaced, and installation of the pool ladder w/steps. As of today (1-4-22) none of these items have been completed nor has any effort been made to finish the job. Tammie and I have had to literally chase after RTBS (Project Manager- ****** / Saleman- Mike ********) to finish work that has been fully paid for. We've received a bunch of broken promises, unreturned phone calls, flat-out lies, excuses, and avoidance in our efforts to resolve this matter. We feel at this point ******** Total Backyard Solutions is in breach of the binding contract that was signed on June 3, 2021 for failure to complete all work (non-performance) related to our pool construction. Your assistance with this matter is greatly appreciated. Thank you !!

  Business response

  01/12/2022

  Hello, We wanted to provide an update back to the BBB. Our Project manager Jose ****** and Construction Manager Stacey **** both connected with the client offline after we received notice of this BBB case. We apologize the unfinished tasks were not handled properly in a timely manner as originally promised, but we have escalated the importance to get these issues handled properly for the client the past few days. We are still working in finalizing repairs for the pool rails/steps and the broken wooden gate plank. We will continue to check in with the client to make sure all is satisfactory and completed. Thank you. 
  
  

  Customer response

  02/04/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   I’ve read the response for****ed to me on yesterday from BBB. They (RTBS) are correct in stating some of the unfinished tasks were escalated and completed (mastic/installation of
  backflow prevention assembly) and on yesterday the BPA was inspected/certified. We were not instructed on how to operate the assembly and would like for that to happen (no trial by error). Also, the gate repair and the pool ladder assembly  remains incomplete. Saturday, February 5th will be 30 days since the complaint was initiated and we would have liked and 
  hoped this would have been resolved by now. We have been
  extremely patient throughout this process of completion given
  the time frame exhausted. What we don’t want to happen is for us to be in this same situation 10/15/30 days from now and
  the complaint has been closed. We will be happy and complaint- free once our pool project has been completely finished. 
  

  Business response

  02/15/2022

  Hello BBB, 

   

  Providing an update to both BBB and client in regards to the rejection. Here is the latest update from the project manager as of today: 

   

  The ladder is being installed this afternoon or tomorrow morning.
  
  The back flow valve was installed and certified. It was damaged during the freeze so they want us to replace it.  I’ve asked EDU to get it done by Thursday.
  
  All other items have been completed.
  
  If all goes well, everything is completed by Thursday.

  Business response

  02/28/2022

  Good Evening, Latest update from the project manager Jose is that is work order has been updated that the plumbers will be out tomorrow to finish and finalize the job site. 

  Customer response

  03/10/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. As of today, March 10, 2022 the items in the complaint have been 99%

  satisfied. Jose ****** and a RTBS representative met me at my home  yesterday (Wednesday) morning to show me how to operate the Backflow Prevention Valve. The

  single remaining item is the water hose connection which is attached to the BFPV. It is spraying water out of the apparatus when you turn it on. Mr. ****** stated he

  would pick up the part (Home Depot) and return by today (Thursday) and repair/fix it. Once that item has been fixed, all items lodged in complaint # ******** would

  have been sucessfully completed. It is my intention to contact Mr. ****** tomorrow morning to inquire about this last repair/install item. Thank you !!!
  
  
  
   

  
  

• Initial Complaint

  10/13/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  May 2021- paid in full for outdoor kitchen and concrete extension. After four months concrete was finally poured and decking was painted. The cabinets were just installed yesterday. However there is no date set for granite installation, the grill was ordered incorrectly and now there is no grill re-ordered. Company keeps extending dates with no follow up on action items.

  Business response

  10/15/2021

  Responding back to the BBB. Our Construction Manager Stacey **** has been communicating offline with the homeowners to resolve and properly finish up their outdoor kitchen install. This was the last correspondence sent via email today for our upcoming visit. 

   

  Bill – Heather,
  
  Granite will be in on Tuesday morning. Equipment set will be in the afternoon. It is our plan to get this finished Tuesday. Garret and myself will be on sight. I will also be bringing a new grill that is set for NG already. I would like to think I pulled this off but we simply got lucky and a duplicate one for another job showed up. We have touch up paint that is color match. Danver is getting us a replacement panel as well. But like everything it is weeks out. I hope, hope and hope we can end this frustration on Tuesday. Let me know if any questions.
  
  Thank you

  Business response

  10/22/2021

  I take exception to this comment. The only item left was the “toe kick board.” I asked and received okay from Mr. ******* to come in and handle this Monday October 25, 2021. The job is not finished and were under the impression customer was okay with Monday to do this last item. It is still our goal to complete this project properly with satisfaction, we apologize for the delays. 
  
  Stacey ****
  Construction Manager

  Customer response

  10/26/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  09/29/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Signed pool construction contract on 10/31/20. They have finished the pool portion and have collected all monies due, but they have not finished installing and hooking everything up. Multiple emails to this company have gone unanswered. The remaining uncompleted items include but is not limited to: *Salt cell not working *Hot water heater not working (not hooked up to gas or electric) *Outstanding gate modification per Sugar Land for compliance. Richards did not tell us about this and we are requesting they take care of as a result of them not telling us. Gate also needs to be adjusted as they hung it incorrectly and needs to be lifted up to latch closed. *Fence repair needed from being put back together incorrectly as there are large gaps in between pieces of wood. *When pool light is on app is saying there is low power We told them we were concerned they would take our money and not finish the job and that is what they have done.

  Business response

  10/11/2021

  Hello, Providing an update officially to BBB. Our construction manager Stacey **** has notated the plan of action to properly take care of the client and solve issues being addressed. We have corrected the heater line and gas line concerns and the customer will get instructions on how to use it properly. The construction manager will authorize gate latch/fence to be repaired. However, this repair is not in our normal scope of work and is notated the "Terms and Conductions" of our contract, but we will still take care of that repair. We will also repair damaged sod and level the ground where they dug.

  Customer response

  10/18/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  The proposed correction is acceptable, however the business owner has failed to make every repair stated in their response.  They have had someone out to look at the pool heater, however the pool heater still does not work.  In addition, sod has not been put down by the pump, and the front gate/fence has not been modified and repaired.  Everything they said they would do in the initial email to the BBB has not been done.  
  
  Regards,
  
  Chris ******** 

  Customer response

  10/30/2021

  Better Business Bureau:
  
  This letter is to inform you that Richard's Total Backyard Solutions has carried out to my satisfaction the resolution it proposed for my complaint, filed on 9/29/2021 and assigned ID ********.
  
  Regards,

  
  Chris ********

• Initial Complaint

  09/27/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Richards Backyard Pool built a pool in our backyard. The final correction items (leaking pool pump, drain on deck they installed higher then deck thus drains into the pool not drain, and deck they installed began cracking within a week - now have 8 cracks around the pool) that have been identified, personally viewed and promised to take care of have not been corrected. We had originally held the final payment, however after the owner called daily to the lender (never contacted us) we did release the payment. Our PM Jose, kept telling us the issues would be corrected - just waiting on contractor. Stacey (construction manager) assured us in June, July and up to August 3 that it was on the schedule and would be fixed. Sept 15, my husband finally reached Jon A, who put a daily log to come to a resolution. We have had radio silence except the call to Jon since Aug 3. We just want it fixed timely. We have yet to sign off completion of the project so the warranty is not in place yet.

  Business response

  10/15/2021

  Responding back officially to the BBB. The project manager Jose ****** met with Brian in person since this complaint was filed to address concerns and come to a resolution. Per the homeowners request, we will not start repair work until next week. Our company will break out sections of concrete that needs attention and it will also be re-painted to match the decking color properly. With the concern of the hairline cracks occurring on the existing patio. our Construction Manager Stacey Ward will be in the area on Tuesday and will asses that in person to make a final decision for a resolution. 

*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. ↩