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:06/17/2025

  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.

  We signed contracts in August of 2024 to get our backyard updated. I was told 6-8 month completion timeframe. Ours is a very small project compared to other projects I have seen this company advertise. Communication was great until I signed the contracts. It took this company 5 months from signing to just get the permits approved. The permits got denied 3 or 4 times. They finally to get things approved and were able to demo in Jan of this year.We are now sitting at 10 months, and the only thing that has been done is my travertine even getting that done took me constantly having to push . I have to initiate most communication to see whats is going on. This company schedules things in the buildertrend app like they sell you on prior to signing but the dates come and go with no work being done. The communication is awful. I was told I would get weekly updates upon signing. There were also items in my initial quote I was charged for and were not completed and my pricing has not been notated to reflect this. There were charges for a port a potty and for tearing down my block wall and rebuilding it.. which were never done.

  

  Business Response

  Date: 06/24/2025

  Thank you for the opportunity to respond. The customer signed a contract in August 2024, and the deposit was received on August 20, 2024. As stated in the agreement, the estimated completion timeframe is within one year of the deposit, meaning the project is scheduled for completion by August 20, 2025. We remain within that timeline.

  
  Permit delays, while frustrating, are not uncommon and are outside of our control. In this case, city reviews and revisions extended the process. We worked diligently through each round of revisions until permits were approved, and demo began in January 2025.
  Since then, travertine installation has been completed. Progress may appear slow, but weather, subcontractor availability, and city inspections have all contributed. These are standard construction variables and are accounted for in the contract.

  
  We regret any dissatisfaction with communication. Updates are shared via ************, and our team responds to inquiries. Schedule shifts do occur, but we continue to move the project forward.

  
  Regarding billing, we are reviewing the concerns. If any items such as the porta potty or block wall removal were billed in error, they will be corrected at the final accounting stage.

  
  We respectfully request this complaint be dismissed, as:
  The project is still within the contractual timeline.
  We continue to perform under the agreement in good faith.
  We are addressing all concerns and remaining in contact with the client.
  We are committed to delivering a completed project and will continue working to meet expectations.

  
  

• Initial Complaint

  Date:04/09/2025

  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.

  We decided to hire Lavender Design to design and construct a pool, turf, and backyard landscaping. The proposal was signed APR2024, design manual was signed MAY2024. Loan payments started JUN2024. We did not break ground until OCT2024. Everything was moving along until beginning of DEC2024, where suddenly the work and communications have stopped. In the beginning Lavender has told us to use the app called BuilderTrend to communicate with the project team. After several unreturned messages through ************, it was clear that it was not being used. I tried getting in contact with anyone on my project team, but there was no responses to email,calls,or texts. I had to call the Lavender offices early January to find out that my Project manager does not work for the company anymore. They sent out the backup superintendent shortly to the site to assess what is left to do on the project. Another month goes by without any communication or updates on the schedule. I had to reach out again to find out whats going on. All this time we have had 3 piles of construction debris, gravel, and sand in front of our home. It was not until Feb. 10 when I was told that a new team is now taking over our project. I asked the team what the new project schedule looks because we have an event planned on March 23. I was told that it would be close but we should have everything finished by then. The first 2 weeks of march goes by and no progress has been made. By this point I had been trying to contact the team daily. I had to go into the Lavender offices to talk to the coordinator to figure out whats going on. I was assured that the turf would be installed by the event, but the pool equipment plumbing will be delayed to March 28. We are now closing in on Mid April and there is still not a plan or schedule in place to finish the project. I feel disrespected as a customer with all the ignored calls and messages. Our patience has been taken advantage of and I should have filed this sooner.

  

  Business Response

  Date: 04/10/2025

  Dear Mr. ********************* you for reaching out and sharing your experience with us. First and foremost, we truly appreciate your patience and continued partnership as we work to bring your backyard vision to life.
  
  We understand there have been delays and gaps in communication throughout your project, and we want to acknowledge that things have not moved as smoothly as they should have. We sincerely apologize for any confusion or frustration this may have caused. Your time and trust are incredibly important to us, and we are committed to doing better.
  
  Our team is actively reviewing your project status and aligning the right resources to get everything back on track. From here forward, we want you to feel fully informed, supported, and confident in the progress of your project.
  
  Were proud to be part of creating a space your family can enjoy for years to come, and were looking forward to finishing strong with open communication and a renewed sense of momentum.
  
  Thank you again for your understanding and for allowing us the opportunity to make things right.
  Warm regards,

• Initial Complaint

  Date:07/11/2024

  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.

  Lavender Landscape installed a pool, water feature, irrigation and landscaping to the home behind us. Since the install earlier this year our backyard has been flooded by their yard over 6 times. It is happening today (7/11/24) and no one is at the Lavender office to talk to. The water is flowing into our yard under the shared wall. I have called the office over and over, I have sent letters to the homeowner (who has not moved in yet), Lavender Landscape and our ********************************** Lavender has lied over and over and told us that the problem was fixed. Clearly it has not been fixed. I have photos of the water in our yard, if necessary. I would like Lavender Landscape to fix this problem. We don't like having to pull in legal expertise but at this point what choice do we have. It's maddening. The water is ruining our property.

  

  Business Response

  Date: 07/16/2024

  We are in contact with both our client & this neighbor about the flooding issues. We are actively working through the projects & won't be leaving until this is taken care of and will have all future communication directly with them. Also, the number she listed is not our office number so that could be the reason we haven't responded from our office to her. The number is ?**************.

• Initial Complaint

  Date:06/15/2024

  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.

  We signed a contract with them for our backyard project (pool remodel, addition of spa, new decking, fire pit, addition of covered area with countertop and media wall) on 8/30/2023. Demo didnt start until early January. We were told our build would **** * to 8 weeks. It has now been six months and our project still isnt finished. We go weeks at a time with no one on site working. There has been a lot of rework because what was agreed to in the design, and signed by both parties, did not make it into the construction documents. Ive been told on a couple occasions that the material we selected in the design (primarily our travertine) was discontinued but when I called the manufacturer myself, I found out it was indeed available and in stock here in ******* at the company they originally sourced it through in our design (thank goodness I took pictures of the samples when I picked them). Why lie about that unless the price has gone up since its been so long since we picked it and you now want a cheaper option? Ive had to keep such a close eye on this project that I feel like Im the one project managing it. When we ask for schedules and timelines, they give them to us, but not one of them has ever been met in the time communicated. Ive had conversations with the head of construction, the project manager, and our superintendent, but it doesnt move the needle and nothing changes. Ive reached out directly to the owner, *****, on multiple occasions and she has never responded to me to discuss and resolve my concerns. At this point we just want dedicated onsite supervision and labor onsite every day to get our project completed ASAP per the design and with quality. I have documentation of all of this if needed.

  

  Business Response

  Date: 10/17/2024

  The project has moved forward and is wrapping up this week. We have spoken with the Cards and they have agreed to retract this complaint as we've been able to take care of their project.

• Initial Complaint

  Date:02/28/2024

  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.

  We hired Lavender Landscape to complete what was initially supposed to be a two-phase backyard remodel in March 2022 which included resurfacing and expanding our pool, replacing the existing walkways with limestone and the construction of a firepit area, among other things. The experience itself was dreadful as Lavender consistently messed things up but the real reason we are reaching out to the BBB is because of damage a Lavender vendor caused to the gate to our HOA. In December 2022 while delivering limestone to our home the delivery driver struck our gate, dislodging it from the track. We had to spend $1,875 to repair the gate, which Lavender agreed to cover. We had asked our construction manager if he would get it from the vendor but he instead said it was not worth their time and that Lavender would cover it. Numerous individuals at Lavender confirmed this but we have still yet to be reimbursed for the costs and just yesterday the head of Lavender is suddenly claiming they should have no responsibility. So essentially we were lied to for over a year by this company over a $1,875 bill after we spent close to $160,000 with them to complete a backyard renovation that was **** with mistakes. Among them:1. They gave us already dead sod then installed defective sprinklers which ultimately killed much of our previously healthy backyard grass 2. They failed to get the proper permits for our pool extension, resulting in significant delays 3. They failed to property acid wash our pool, which eventually required us to re-drain our pool (at our expense)4. They failed to properly seal some of the limestone 5. They ran our hot water heating piping under the wrong area, forcing us to re-route it to get heat to our pool 6. They incorrectly installed drip irrigation in the back, killing plants All we want is Lavender to pay for the gate damage as they promised; we are not even seeking reimbursement for the terrible workmanship we were provided.

  

  Business Response

  Date: 03/08/2024

  Lavender Landscape is not responsible for the damage of the gate the complainant is claiming. The reason being is the construction leadership team went through all the available written correspondence between the complainant and this former Project Manager about this issue, and couldn't find any written agreement from a Lavender employee that says we would cover the expenses caused by this vendor vs the complainant just going after the vendor themselves. That is also not protocol for any Lavender employee to promise to cover expenses that were not caused by us. If the complainant can provide written proof, then we would consider covering the gate expenses, but especially because this issue happened over two years ago and that Project Manager is no longer a Lavender employee, we will not be covering the cost of the repair.
  
  About the other issues they wrote to, all workmanship items are handled under the *** (Registrars of Contractors of AZ) and they have not ruled that those were caused by errors in workmanship from Lavender.