2026-10-19T15:18:32.000Z

Seven months into our pool project with Santos USA Construction, and we are STILL waiting for answers about when our project will actually be completed. We signed our contract in March, and what should have been an exciting addition to our home has turned into one of the most frustrating experiences we’ve ever had with a company. The lack of communication, organization, and accountability has been absolutely unacceptable. For the last several weeks, I have repeatedly requested answers and completion dates with little to no meaningful response. Some questions have gone unanswered for even longer. Throughout this project, it has felt like the right hand has no idea what the left hand is doing. Work is consistently scheduled out of order, one delay creates another, and there seems to be no coordinated plan to finish the job. I’ve even received conflicting explanations from the owner and his office staff. Seven months later, we’re still waiting on our heater, saltwater conversion, sod installation, final inspection, answers about the startup process, and resolution for pool chairs damaged during construction. I understand that construction projects experience delays. What I cannot accept is the lack of communication, follow-through, and accountability. I should not have to send emails every Monday and Friday just to get basic answers about a project we committed to seven months ago. It’s incredibly disappointing that I feel the need to leave a public review just to get someone’s attention. At this point, I’m considering filing a formal complaint with the Better Business Bureau and exploring other options if these issues remain unresolved. I genuinely hope I can update this review one day to say that Santos USA Construction stepped up, made things right, and finally completed our project. I would much rather be sharing a positive experience, but unfortunately, that has not been our reality. All we want is the finished project we paid for and an end to this exhausting process.