Complaints

This profile includes complaints for Richard's Total Backyard Solutions's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Richard's Total Backyard Solutions

  1701 Highway 6 S Houston, TX 77077-2803

  
• 

  Richard's Total Backyard Solutions

  18623 Kuykendahl Rd Spring, TX 77379-3453

  

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:10/04/2024

  Type:Product 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.

  We signed the contracted total around $ 130,000 on March 16, 2024 with Richards Total Backyard Solutions at ******* ** ******* *** ***** . Pool and Jacuzzi and concrete and decking in our backyard excavation pool started on Friday April 26, 2024 and finished on second week of July. we brought a Lifetime Warranty for the pool with them . During pool constrution was a nightmare in my backyard , Trash was filling up 4 feet tall over my patio for 3 months that me and my family have to live . concrete dusted all my house window , walls , and they broke my springler system front and back. Huge issue on tile and plaster pool and Jacuzzi curve dam wall and tile are lopsided . The pool workers did tile when it was sprinkling RAIN.... NO MANAGER supervise on site from start to finished. We have them put in concrete and they did a terrible jobs ( uneven ) on it so they told us to put the decking , which cost us more $$$$$ money . we did reach out to all of them ( KRISTI *********, MIKE ******, JOI ******** , STACY **** ,J.R **** OWNER ) about all of the complaint above but they only want to say what you want to hear , we have recieved a bunch of broken promises, flat out lies, unreturned phone call or email and we was told by Michael ******* and Stacy **** will bring over the 3 months pool chemicals and copies of pool contracts and Lifetime Warranty that we paid extra for it and pool pipe handbook was not delivered as promised. we were told by Stacy **** in the email and text that he would start repairing the pool and bring me copies of all the documents We requested etc...and will start on September 3. Never show up , no email , no text . totally ghost us out ! We put our trust , time and money paid in full . And now we got scam by Richards Total Backyard Solution.

  Business Response

  Date: 10/08/2024

  We have reached out to the home owner and are waiting for a return phone call

  Customer Answer

  Date: 10/14/2024

  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.  

  The problem resolved. Please help me to put on there that the problem resolved! Thank you

  
  
  
  
  
  
   
  

• Initial Complaint

  Date:06/29/2024

  Type:Product 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.

  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

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:05/29/2024

  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.

  Since October 2023 I have called, email, texted, and used Richards Total Backyard Solutions app to have them fix my concrete (3 times and it is cracking yet again because they did not tamp the ground) and to fix the plaster. I have attached three pictures but have more photos and videos to evidence the poor quality of their work and their needing to fix the issues before the warranty ********** addition, I can provide documentation where I have contacted them no less than 7 times asking for the to fix their poor work product, yet they don't respond. And when they do, it is empty promises and lies. Even the plaster sub contractor acknowledged the plaster needs to be replaced (not repaired, but replaced).JR promised me a quality job yet they took my money and have ignored my requests for them to address the issues.Again, I have documentation, pictures, videos, texts, etc. and more than happy to share if needed.Bottom line-replace the plaster so my family and I can enjoy our pool.

  Business Response

  Date: 06/07/2024

  Hello, We wanted to give a progress update as it is our goal to make this right for the customer so they are satisfied with the final product as promised. So far we have completed this week an acid bath which started on Tuesday.  Drain and Pressure wash was completed yesterday and the refilling of the pool is currently in progress today (6/7/24) confirmed by the ***************. This will take a couple days to complete fill up.  Startup of the Pool is on scheduled be on Monday by *** and we will help re-balance the pool water to get back to good to resolve the issues. 

  Customer Answer

  Date: 06/11/2024

  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.  
  
  After filing this complaint I received no phone calls, no emails, no communications at all from Richards Total Backyard Solutions. Just people showing up unannounced to work on the pool.

  Now that we had drain the pool, refill it, and add chemicals, is Richards Total Backyard Solutions going to reimburse me for the water bill and chemicals as the these issues were a direct result of their poor workmanship?
  
  Regards,
  
  
   

  
  

  Business Response

  Date: 06/19/2024

  The owner JR ******* has contacted the client directly for a final resolution per their request listed in the rejection. 

  Customer Answer

  Date: 06/26/2024

  [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

  Date:07/10/2023

  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.

  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

  Date: 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 Answer

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:01/03/2023

  Type:Product 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.

  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

  Date: 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.