Complaints

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• Initial Complaint

  Date:30/06/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  In January of 2022 San Rufo Homes completed a new home build next to our home. During this build, they dug the hole for the home so close to our house they destroyed our grade and landscaping. That Spring we contacted San Rufo about repair, they confirmed (have the emails) that they take full responsibility and it will be fixed in a timely matter.
  
  That summer we asked for updates every month and finally they advised in November they were coming to fix the damages, as it was snowing and we required new sod and a completed back yard (dog and 3YO) we requested they fix it in the spring. In May 2023 (a year later) they advised the contractor will be out first thing in June, they didn't show up. we have been calling every week and every time they say the contractor will be there, they are not. They attempted to fix our grade, however it is poorly done and will cause pooling where the stone patio when the frost hits. below is a list of the damages, unsettled now 1 year and 7 months after the damage was done and they took responsibility.
  
  1. Damaged 3 posts in the back fence, one post is ripped out of its hole leaning over a good 2-3 feet, fence is leaning over and posts are not settled in the hole.
  2. Wrecked final grade that was done, potentially causing major home issues when the snow melted for 2 springs.
  3. Lost all of our rock and fabric on the side, guestimate of $2000.
  4. small front stone patio is destroyed.
  5. curbing for rock bed is damaged
  6. lost 2 bushes
  7. sod and grading where the sod is ruined due to construction traffic parking and driving on the area.
  
  we want it fixed, or the money provided to us so we can fix it.

  Business Response

  Date: 12/07/2023

  Hello *****

  As per our phone conversation yesterday, I am glad to see the progress on the repairs to your fencing and the subsequent landscaping repairs. Weather permitting, the balance of the repairs will be completed by end of this week (July 14th). if there are any delays due to rain, we will communicate these to you. 

   

   

  Customer Answer

  Date: 24/07/2023

  
  
  Complaint: 20261135
  
  
  
  I am rejecting this response because:

  The work is still outstanding. The didn’t put in edging for the rock, fix the stone patio, add two bushes (just dumped rock on where it should be) and our curbibg is still damaged. We advised the landscaping company there has been no further follow up from San Rufo. 
  
  San Rufo told the landscapers to do it as cheap as possible. This has been nothing short of a ***** and we are about to take legal action. 
  

  
  

  Sincerely,
  
  
  
  ***** *******