Santos USA Construction — Local services in Sarasota

Original review 2023: If we could give zero stars, we would. If we had known how horrible this experience would be, we never would have had a discussion with Santos.

We purchased our home in spring 2021. In summer 2021, we began speaking with Santos USA Construction about building a pool, outdoor kitchen, and other improvements to the property. We had several discussions with Santos, including many representations about how qualified they were and how great a pool they would build. Junior Santos, our main contact told us he planned to enter our finished product in the 2022 parade of homes and he was certain we would win an award. Ultimately, we signed a contract with Santos in October 2021. At the time we signed the contract, we inquired about the timeline. We were told the design would be completed in the next couple of months, permitting would be issued shortly thereafter, and we should be complete by summer 2022. We did talk about Covid, supply chain issues, etc., and made it clear it was critical that the project be finished no later than fall 2022. Junior Santos assured us this would be no problem.

The Contract called for payments for design drawings and a large construction deposit. We made these payments to Santos. We were told the construction deposit was particularly important because Santos had to purchase all the materials. That would counter any supply chain problems and allow us to begin construction immediately after permits were issued in the beginning of 2022.

The design phase went reasonably well. Our designer was competent and responsive. We agreed on final drawings in early December 2021. It was a comprehensive 95 page document. We were thrilled at the prospect of having a wonderful new pool and related construction and furnishings in Q2, or at the latest Q3 of 2022. Unfortunately, things went poorly from there. Santos was no longer responsive. It was very difficult getting their attention. On the few occasions when Junior Santos did respond, and either met with us at the property or spoke with us on the phone, he assured us everything was fine and proceeding normally. However, everything was not fine or proceeding at all. He failed to deliver on any commitments. By June, we still had no permit, and he was very vague about when it would be issued. By July, he repeatedly assured us that the permits were on the cusp of being issued, but he was never able to deliver any permit. By August, Junior Santos had essentially stopped responding to text messages or phone calls (although there was occasionally some excuse, like bad cell service or a vague family emergency). Still no permits were issued, and he could not even deliver a promised schedule of how construction would proceed.

Finally, after repeated warnings that it was coming, we terminated the contract. Astoundingly, they have not even bothered to respond to the termination. Santos has completely failed to deliver on the promised construction project. We plan to hold them accountable, but we are devastated that after over a year of false promises, we are now back at square one.

Update at July 2024: We have reached an agreeable financial settlement with Santos. It will take them many years to fully satisfy the terms, but so far, they are living up to the agreement.

Update at May 2025: Santos is still paying according to their obligations...

I am leaving this one star review mainly to save new customers from going through the disappointing , and very stressful process that we have endured.

I hired Santos a few years ago to replace a driveway .they installed a beautiful paver driveway for us. We were delighted with the entire job. We sold our house and purchased a house in the country and we called them back and I explained to Jr that we needed a driveway that was 3times the size of our original driveways. Jr came out and gave us a quote for approximately $50,000. We agreed , signed a contract and gave a deposit. We also told him we wanted to update our pool and lanai. We received a quote for AP $90,000. We agreed and signed a second contract and gave a second deposit.

Unfortunately things went very slowly. We told Jr that we wanted to do several updates to our home and we're pleased within our first home that he replaced our driveway but we're disappointed that our new home was not moving along bas planned. Jr insisted he would be starting the next week . The next week a crew arrived and began our driveway. We were greatful our work had begun We talked to Jr again and now that we had confidence in him we decided to have additional work performed. We signed a third contract for approximately 27,000 for a new front door and and some stone work on the front of our home. Then we Watched our driveway finished.

Then everything went dark. The pool never started. They removed our outdoor kitchen and stopped. We now have a ugly lanai due to our kitchen removed. We heard excuses for weeks. I called Jr and said I was not happy and I was cancelling the last control since I used my credit card for the down payment.

I also told my neighbor earlier when we had our driveway completed how happy we were so he also asked Jr for a quote. He agreed and gave a deposit. Then we ran into problems with communication. We were told many times they would be coming back. Now my neighbor tells me they are not returning his calls. This is embarrassing. I had to contact my attorney and now we have to take legal action. Not what we expected .

If our work does begin and they complete our job we all agree on I will change my rating. For now be...

UPDATE: I have submitted the amazing packet provided by Junior to my HOA. The irony is that I wish my HOA was half as responsive as Santos Construction. Will keep updating as needed.

UPDATE: TOTALLY AMAZED! Met with a Santos Construction Rep (Co-owner) very knowledgeable and courteous individual, talked me through the whole process and provided a very reasonable estimate. From what I see from this firm is that they will bend over backwards to make the customer happy. I think that this is the normal culture of the firm, I don't feel they are being so nice due to my post or comments. So far the are blowing me away with their product and service.

FLASH UPDATE: I was just called by a very courteous gentleman from Santos Construction, we agreed to reschedule my appointment. We will see what happens. Change my rating to 3 stars from 1 star.

I scheduled an appointment with this firm for an estimate to pave my driveway, walkway, foyer and walkway to my pool area. I was extremely excited, took time off and rescheduled other appointments to be present. MY APPOINTMENT WAS A DISAPPOINTMENT RATHER THAN AN APPOINTMENT, SANTOS CONSTRUCTION WAS A NO SHOW, NO ONE CALLED TO INFORM ME OF A SCHEDULING ISSUES, NOTHING, NADA, ZILCH. So I call them to see what was going, spoke two (I have to give them credit very nice ladies) but when I called to inquire, NO ONE CALLS BACK AS THEY SAY THEY WOULD. I'm a baffled because online they seem to be a good reputable company or is it all a ploy to get you committed then everything from there is down hill. I'm on the fence whether to give them a...