Complaints

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The week of 6/17/24, Living Rock began to put in my 19'x19' patio. The following week it was sealed and completed. I noticed blotchy areas aroung the patio and a small hole, and the gentleman that sealed it said to give it 2-3 weeks for the blotches and see how it is. So, I was waiting during that time, and I noticed that there was water coming out from under the patio whenever my sprinlker system went on. The workers that laid the cement failed to cap the sprinklers where the cement was laid. So Living Rock came back and fixed that problem, but in the process, they had people dig up my lawn to reroute the sprinklers. (They also did not pack the dirt all the way under from where the water was flowing which they should have.) They told me it would be fine. That remains to be seen. Anyway, I have been waiting since June 27th (over 2 months now) to put sod in my lawn which they said they would do and my patio still has the blothes and they have done nothing to fix that at this point. They tell me it has been raining but there have been many days they could have fixed it. I've been leaving messages for the owner to call be, but as of yet, no call from the owner. They have been paid since 6/18/24. They need to fix the patio with the blotches and hole in it and they need to sod my lawn. Summers half over and still the patio is not done! Thank you for your help in this matter.

  

  Business response

  08/03/2024

  Thank you for reaching out and sharing your concerns regarding the installation of your patio. We sincerely apologize for the inconvenience you have experienced, and we appreciate your patience as we addressed the issues.  
  
  
  We acknowledge your feedback about the blotchy areas and the hole in the patio, as well as the sprinkler system complications. As our contract outlines, we are not responsible for unforeseen or buried items, including sprinkler systems, and we do not warranty against spalling.  However, we value our customers and wanted to try and fix these issues.
  
  
  We have taken steps to address the sprinkler issue by contacting the original installer of the sprinkler system since they are the ones who maintain properties in this neighborhood (Baytree/Brightview). While we are not contractually obligated to repair the blotches we have made efforts to resolve these matters, including the resealing of the patio and the resodding of your lawn on August 2, 2024 in the area where damages occurred from the trenching that Baytree/Brightview completed.
  
  
  We understand that communication is key, and we apologize for any delays in responding to your messages.  We had a delay due to the weather to obtain sod from the farms.  We also had to coordinate with Baytree/Brightview which caused additional delays in resolving issues as we needed to work with their timeline and communication.
  
  
  We are dedicated to resolving these issues and appreciate your understanding as we worked through to make things right.  All items addressed in the BBB have been rectified.
  
  

  Customer response

  08/07/2024

  
  Complaint: ********
  
  I am rejecting this response because: You say it's in the contract. However, it states that you are not responsible for underground water issues, but when your people caused the issue by not capping the sprinkler underneath that becomes your problem. Not mine.  I specifically asked the salesman about that when he came out before the work was started, and he stated that the workers would cap the sprinkler pipe, but they did not.  The spalling was not the major issue here. It was only a minute part of it as there was only one small hole that needed repair.  The sod was put in very sparingly and wasn't completely finished near the AC unit.  There were other areas that were dug up by your people that needed to be resodded but it was not done, possibly because I wasn't home to tell you about that, but I had sent you pictures of that. The blotchy spots look to have faded a bit, but they still exist.  Perhaps we will need to have that done again. ??  So, I do not feel that this job has been completed yet.  Perhaps we can reach an agreement as to how we can get this done correctly soon.  
  
  Sincerely,
  
  ***** *****

  

  Business response

  08/20/2024

  Good morning,

  In replying to the damaged irrigation portion:

  You are correct when Brian our sales guy mentioned we would cap the sprinklers off. However, when we spoke to the installers, they had cut the pipes by accident during the initial dig. However like we mentioned in the previous statement, we addressed that issue with the builder and took ownership and handled it at our cost regardless of the situation on that part the very next day of digging everything up and has been completed and fully functioning at this moment in time. 
  

  In regards to the sod, Wes had mentioned that he would only be taking care of the actual trench line, but instead he installed sod around the entire border. And only filled in the trenches area (as stated to your wife, that am). Again the builders agreed to  install the entire yard anyways, similar to the neighbors so that portion has been taken care of and the builders have a plan already with your yard, you would need to contact them with any issues with the sod etc.
  

  In response to the patio, since your last communication through here, you have reached out again to us and asked if we would come out and seal one more time and “that should do the trick”. We agree to come out and do another recoat and reseal, if we can resolve the issue that way and close this portion out as well. Let us know moving forward how you would like to get this handled and we can get you on the schedule. Thanks so much!

• Initial Complaint

  04/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We went under contract with Living Rock Landscapes LLC on Dec 2, 2022, and the project began on Feb 8, 2023. The amount of the contract was $26,460.00, which we paid over 97% of. A Down payment of $13,745.00 was given to Living Rock Landscapes LLC on Dec 2, 2022, the 1st installment of $4,062.50 was given to Living Rock Landscapes LLC on Feb 9, 2023 and 2nd installment of $8,000.00 was given to Living Rock Landscapes LLC on Mar 21, 2023 for a total of $25,807.50. Living Rock Landscapes LLC was committed to providing us with 703 sq. ft. of Stamped Concrete Patio/Walkway, Fireplace that included the outdoor burner/gas logs, sitting walls, caps, pillars and waterfalls with lights confirmed by William Wesley C**** in a picture text I sent him on Feb 2, 2023, and a 12x12 concrete overlay. Laser Leveling was never used on the walkway and with the way the grading is on our lot and how the walkway was poured it does not allow for water runoff/drainage and water now sits in the corner of the walkway up against our foundation and HVAC. I notified Wes on Feb 12, 2023 of the issue and I never received a response. Wes told us a few days later it would be fixed after the Fireplace was completed only to find out on Mar 23, 2023 there was nothing he could do about the drainage issue other than cutting the nearest contraction joint deeper, which did not help. I found out while the fireplace was being installed it did not come with gas logs even though Wes confirmed on Feb 2, 2023 it did by a picture text I sent him. Seven days after the waterfalls were completed both pumps stopped working and he refused to buy new ones, he expected us to. Wes knew the gas logs were not included and they were an accessory when the picture text was sent to him but failed to mention it to us until April 14, 2023. He also knew the walkway did not include laser leveling prior to Feb 2, 2023 but waited until April 14, 2023 to tell us when he had $25,807.50. I attempted twice to resolve our differences.

  

  Business response

  04/18/2023

  It appears from the BBB complaint as well as through the email we received on April 13 and responded to on April 13.  There are three main areas of concern from the homeowner:
  1. Logs for fire feature
  2. Pump Replacement
  3. Water Pooling after sidewalk install

  
  Section I: Logs for fire feature and pump replacement
  Scope of work:  Listed below is what Living Rock Landscapes was to do as part of the contract.
  Living Rock Landscapes agreed to build the fire feature structure not “accessories.”  The contract states, “…price included: two seating walls, caps, pillars on both sides. Price includes all materials, delivery, install, labor, and cleanup. 18 linear feet includes extra concrete for bumpout, Approximately 100 sq. Ft. Includes waterfalls, and catch basins, add an additional, pump, lines, fixtures, install.”
  Fire Feature:  Listed below are rebuttals to the homeowner’s BBB complaint.
  Living Rock Landscapes provides custom work no two projects are exactly the same.  
  Prior to ordering the homeowner ordering the logs, Living Rock came on site and physically showed the burner that would be included and installed and the homeowner wanted to upgrade this.  
  On February 17th the homeowner texted inquiring about where to order the logs from.  Living Rock provided the link via text and answered questions about what sizes would fit and also provided literature about choosing the right logs for this build.  The homeowner proceeded to order the logs of their choice prior to the construction of the fire feature. There was no mention that they thought this would be included.
  After the completion of this portion of the job, the homeowner sent photos and videos expressing their satisfaction with the completed portion of the job.
  Pump Replacement: Listed below are rebuttals to the claims in the BBB complaint
  When the water feature portion was complete on March 21 the pumps were functioning properly and were included in the video the homeowner texted the pumps were functioning properlyl on March 22.  
  On March 28th the homeowner texted stating that the “neither pump is working.”  Living Rock provided recommendations such as, “are the pumps upright and flat on the bottom?”  
  On March 28 at 4:20 the homeowner stated “...I think it may have do with the chlorine tablets. Everything that I have seen says you should not use chlorine tablets for pond pumps because it can damage the pump.”  Living Rock responded that there are “pond safe ones down by the pond section in *****.” The homeowner asked that Living Rock stop by to check the pumps in case it was not the chlorine tablets.  Living Rock agreed to come to the homeowners home to take a look on Thursday or Friday of that week.  The homeowner responded in text, “can you bring a couple more pumps wih you or let me know the name brand and models that are in there so I can pick up in case you cannot get them to work?”  Living Rock responded with the type of pump and that they could be purchased at *****.
  March 30: Living Rock went to the homeowner’s home to examine the pumps and were unable to get them to work.  Prior to arrival on site Living Rock texted, “...did you happen to grab the pumps?”  The homeowner responded “I haven’t yet we have been having warranty work done.”
  Replacement/Install Courtesy: 
  Living Rock Landscapes was not obligated to install the new pump.  All pumps were working properly at the time of completion.  We do not warranty pumps.  We do however try and help our customers so we did agree to install the newly purchased pump without cost but were not obligated to do so. The homeowner initiated the messaging thinking the chlorine tablets cause the problem and asked where he could purchase the pump. 
  Summary Statement: The contract does not include fire logs, the homeowner was physically shown what was included, the homeowner looked for and purchased logs of their choice to upgrade their fire feature.  Additionally the homeowner provided positive texts, photos, videos and review after this was completed.  in the BBB claim the homeowner accuses Living Rock of refusing to buying new pumps and expecting the homeowner to.  Based on the evidence the homeowner admitted fault and then asked where to purchase and replace.  It was never expressed that the homeowner thought Living Rock was responsible.   
  Section II: Water Pooling after sidewalk install
  Scope of Work:  Listed below is taken from the contract the section about the sidewalk scope of work.
  The contract states, “ …”Digging out area, hauling away extra dirt/grass, concrete, concrete delivery, forming, lasering to ensure proper drainage away from home, water runoff, pouring, forming, stamping, color, seal, finish, and cleanup…”
  Laser Leveling Explanation to explain homeowners concerns:
  Laser leveling for our jobs includes only for the concrete area (in this case the walkway) to ensure  the water moves away from the home as stated in contract and in “A. Scope of Work.”
  Laser leveling for our jobs does not include leveling/grading a homeowners yard.
  Prior to completing this portion of the job Living Rock came on site to discuss the grade of the yard.Living Rock owner let the homeowner know many customers use gravel and buy decorative rock.  The homeowner verbally said “that’s what I am going to do when you are all done.”  This would help with the flooding between sidewalk and house.
  Options to rectify this issue:
  After the homeowner informed us of the pooling issues after install of the sidewalk homeowner asked for an additional drain. Living Rock then completed the rest of the gutter drains in the contract.  As far as the catch basin the owner met the homeowner on site, the drain would not line up. Living Rock provided an alternate option of using rocks and gravel to raise the area as was discussed prior to starting the pour.
  After install the homeowner informed Living Rock via text that they wanted the sidewalk ripped out.  We provided homeowners a quote as this is beyond the agreed upon scope of work.
  Summary Statement: In the BBB complaint the homeowner states, “Laser Leveling was never used on the walkway and with the way the grading is on our lot and how the walkway was poured it does not allow for water runoff/drainage and water now sits in the corner of the walkway up against our foundation and HVAC.”  Living Rock attests that, Laser Leveling was used for the walkway but as the homeowner indicates in their BBB complaint the grading of the lot is not correct but the runoff does in fact move away from the home as was indicated in the contract.
  Section III: Options for Next Steps
  There is still monies owed to Living Rock Landscapes as well as an overlay that has not been completed in the contract as the homeowner prefers to sort this part out before either terminating that section of the contract or moving forward with the overlay with Living Rock Landscapes. 
  Due to the information in Section I we will not provide any compensation or “refund” for the fire logs or pump.  As far as Section II in relation to the water pooling we would be happy to remove the sidewalk and provided a quote with a new contract for just this work or perhaps the homeowner may decide to use gravel/decorative rock as discussed prior to the walkway was poured as well as after the walkway was poured and discussed via email on April 14, 2023 as an alternative.
  At this point Living Rock is still contractually obligated to complete the overlay.  However, Living Rock will happily terminate this part of the contract if the homeowner can please provide that desire in writing.  
  If the homeowner would like to cancel the overlay Living Rock will zero out the  balance still owed and refund what the homeowner has paid towards the overlay without the 20% penalty outlined in the contract.  After terminating the overlay section Living Rock is happy to consider this contract fulfilled by both parties, no further work or monies would be rendered or collected.
  Furthermore, to address the concern of February 12th text of not getting back to the homeowner, this date was a Sunday.  Our business hours on our website, voicemail, and Facebook indicate we are open Monday-Friday 8AM-4PM.  While we do often text and call on weekends, early mornings, and at night we also enjoy our time for ourselves and with family and friends.  We did however resume texting the homeowner on February 13 2023 (Monday).
  Living Rock arrived on site dozens of times and worked with the homeowner for months via text, call, arriving on site, and email.  The texts and interactions had always been positive so when the homeowner provided this BBB complaint Living Rock employees were shocked as we they receive videos, texts, photos, and a positive facebook review throughout the duration of the projects.  After Living Rock responded to the email the positive Facebook review was taken down.  The homeowner admitted via email that he did take down the review. 
  

  
  

  

  Business response

  04/26/2023

  Mr. ******, 

  Your three main issues have remained the same and BBB only gave us the option to respond again so I apologize if this is all a reiteration of what was said, but I do try and bring in items from your most recent BBB response.  I want to start of by stating the BBB process is tedious and I commend you for bringing this matter to the BBB.  As we read your most recent response we can see you are still concerned about the following three items.
  Walkway 
  -Fire Log
  -Water Pump
  -Walkway

  In regards to the walkway it was laser leveled and when water hits the sidewalk the water does slope away from your home like indicated in the contract.  We did also cut the joint line hoping that would help, so I am unsure what you mean by: “A representative was not sent to try and rectify by cutting a joint line with the saw. You and I both were standing there when it was completed on the same day the fireplace was completed on Mar 21, 2023.”  We do have text messages from April 8 stating that, “Wes cutting the contraction joint deeper did not help with the drainage.”    
  Have you considered the option of adding rocks like we discussed prior (and after) the walkway being built?  We would also be happy to remove the walkway and honor the quote of $1,200.  Yes we did offer to have a representative come out again for quoting, but was only for the reason if you needed to discuss anything further, like the rock option or removal, but we are happy to honor the original quote for removal without coming back out to your home.  
  In your text on April 1st you state “..Because of the grade of our lot it is causing too many drainage issues now and will continue to in the future…” 
  We are attempting to offer solutions such as the addition of rock or removal of the walkway and have offered/provided a competitive quote for the removal.
  
  Fireplace
  We are very happy with the way your fireplace turned out and I know you are too.  We are happy that you went to the website and chose the fire logs that you liked best.  We will not be providing compensation for the firelogs you chose.  I am glad you stated in your most recent BBB response, “It was only after this discussion with you we made the decision to purchase an outdoor burner/gas logs with electronic remote because Living Rock Landscapes LLC did not provide an outdoor burner that had a match lit ignition with a key valve. For Living Rock Landscapes LLC to not provide the customer with a match lit ignition with a key valve is clearly a safety hazard.”  To reiterate you decided to purchase the logs and the one we installed passed inspection.  While we wish you loved what we provided we are glad you purchased the upgrade you wanted.  Therefore we will not be providing compensation for the firelogs.
  
  
  Pump
  We are disappointed your pumps stopped working about a week after we installed everything and everything was in working condition when we left.  Unfortunately, after we leave a job site a number of things can happen (like chlorine tablets) or other issues.  We do not warranty any of these items, since the problem happened so close to initial install we are happy to reinstall what you purchase without cost.  We believe that is fair since neither party we believe is at fault and we do try and help our customers when something happens like this.  However, we cannot replace parts for all customers indefinitely.  
  Finally, there are fees we addressed in the BBB that are still owed to Living Rock.  To sum it up we do understand your concerns and are willing to do the following:
  Sidewalk: Provide a quote for rock or remove sidewalk for the $1200
  Pump- Install new pump labor cost would be $0 but homeowner would need to provide pump
  Firelogs: Please keep what was included as part of the contract
  We will remove any fees or monies owed to us, remove the overlay from the contract, and we will reimburse you for what was paid for the overlay already.

  
  We have provided our best options above.
  

  
  

  Customer response

  04/27/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  There are many contradictions and false statements in William Wesley C****’s BBB responses and emails between ***** ****** and William Wesley C**** (Living Rock Landscapes LLC) that have all been submitted as BBB evidence that I would like for him to explain which are listed below under Sidewalk, Fireplace, Pump Replacement and Lighting.
  

  I am requesting for the second time we move to the next step in the BBB process and start the mediation process. I agree to the BBB mediation process and would like to know if Living Rock Landscapes LLC will agree also, hopefully mediation will solve our differences.
  

  Wes, Will you agree to move to the next step in the BBB process and move to the mediation process? A response to this question would be appreciated.

   

  Sidewalk:
  
  
  On April 5, 2023 the cost to remove sidewalk was $1200, then on April 14, 2023 it increased to $1250, on Apr 14, 2023 you also said quotes are good for 30 days then on Apr 18th and Apr 20th you said you will send a representative to provide a quote.
  
  
  You also verbally said to me sometime between Feb 17, 2023 and March 3, 2023 you would fix the drainage with the sidewalk issue when the fireplace is complete, On Mar 21, 2023 after the fireplace was complete you said there was nothing you could do about the drainage issue other than cutting the nearest contraction joint deeper, on Apr 14, 2023 You stated “Laser leveling for our jobs includes only for the patio to ensure the water moves away from the home as stated in contract. 
  
  
  Wes, knowingly made a false statement in his BBB response on Apr 18, 2023 stating  “Living Rock attests that, Laser Leveling was used for the walkway.
  
  
  Fireplace:
  
  
  Wes, knowingly made a false statement on Feb 2, 2023 when I sent him a picture of the fireplace for confirmation of what our fireplace would look like when complete, which included the gas logs, sitting walls, caps, pillars, and waterfalls with lights and he stated “Yesir minus the lights between the benches” because that was included in the LED package which we did not have”. All texts were submitted as BBB evidence.
  
  
  Wes knowingly made another false statement in the BBB response on April 20, 2023 by stating “Regarding the gas logs for the fireplace feature, we would like to clarify that the contract clearly stated that the price included the structure of the fire feature, not any accessories such as the logs”.The contract states: Fireplace, with two seating walls, caps, pillars on both sides. Price includes all materials, delivery, install, labor and cleanup. 18 linear ft. Includes extra concrete for bump-out, Approximately 100 sq ft. Includes; waterfalls and catch basin, add an additional, pump, lines, fixtures, install.  The contract was submitted as BBB evidence.
  
  
  Why did we not find out the gas logs were not included until Feb 17, 2023 when he knew on Feb 2, 2023?
  Why did we not find out the gas logs were an accessory until April 14, 2023?
  
  
  Pump Replacement:
  
  
  On Mar 28, 2023 at 11:01 am I sent Wes the text letting him know the pumps were not working, He also knew at that time that I had added chlorine tablets to both basins. 
  
  
  At 1:20pm is when I text him saying I think it had to do with the chlorine tablets because everything that I
  have seen says you should not use chlorine tablets for pond pumps because it can damage the pump. 
  
  
  He responded at that same time saying there should be some pump safe ones down by the pond section in *****.
  
  
  Although I do not know the exact date Wes had at least two weeks since he had originally told me to use the pool chlorine tablets. He waited until the pond pumps went out before telling me there should be some pump safe ones down by the pond section in *****.
  
  
  Why were we never given provided with manufactures directions by Living Rock Landscapes LLC?
  Why did you never tell us about chlorine tablets for ponds in the garden section of ***** until after both pumps went out on Mar 28, 2023?
  
  
  
  
  Lighting:
  
  
  Wes knowingly made another false statement in the BBB response on April 20, 2023 by stating “We also even included an additional light just to add to the overall look of the fire feature free of charge”. 

  On the contract under Lighting: it reads Outdoor LED lighting.

  Price will include; transformer, 2 led lights on the benches, outdoor timer, wiring, wires, materials and install (Price: $975.00).
  On the contract under Change Order: It reads Two additional lights and wiring install. (Price $145.00)
  
  
  I attempted twice to conciliate the differences between ***** ****** and Living Rock Landscapes LLC prior to contacting BBB. In the email Wes sent me on April 14, 2023 he said we still owed Living Rock Landscapes LLC $637.50 and I said we will deduct that total from the partial damage reimbursement amount of $4770.63 we were originally requesting.
  
  
  On Apr 16, 2023 I emailed Living Rock Landscapes LLC a Notice of Rescission recinding our contract on the grounds of “The expressed terms in the contract between ***** ****** and Living Rock Landscapes LLC dated Dec 2, 2022, were inaccurate, and the agreement was based on a false premise and the contract is invalid. For Living Rock Landscapes to knowingly making false statements -- whether in writing, verbally, through a simple gesture, or even silence – constitutes false misrepresentation, has a material effect on the deal and is a Breach of Contract”. The Notice of Recission was submitted as BBB evidence. 
  
  
  Therefore, since we have already paid Living Rock Landscapes LLC over 97% of the total cost, we are kindly asking Living Rock Landscapes LLC to reimburse us for partial damages in the amount of $4133.13 which includes the removal of the existing walkway, repoure new stamped concrete walkway, half the cost for the outdoor gas fireplace burner/logs and new waterfall pumps (including installation). The reimbursement also includes $472.50 that was included in the $8,000 given to you on Mar 21, 2023, for the partial cost of the concrete overlay which is no longer being completed.
  
  

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

• Initial Complaint

  06/16/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We went into contract with Living Rock Landscapes to have a patio and driveway extension done in our backyard. When we originally had someone come out to do an estimate the time frame was 4-6 weeks, by the time we received the quote and put our deposit down it changed to 8-10 weeks after we payed the deposit which came to our surprise but being the time and area we understood the demand and were ok with the wait. The deposit was put in on March 8th and we are going on almost 15 weeks now. Understandably with weather and other jobs it is somewhat expected that it can be delayed but we have been told for the last 4 weeks that we were the next customer and they would be out on Friday then Wednesday then the next Friday over and over for the last 4 weeks. If we are indeed the next job how is it possible it is pushed for 4 weeks? They havent been able to do any jobs in 4 weeks? That sounds unlikely. At least point we are losing trust in this company if it is ever going to be done. I have taken off work multiple times after confirming numerous times the day before they will be there to waiting for them to show up and then they explain an emergency came up and need to reschedule. We were required to put 50% deposit down which was over $7500 and at this point unsure of the future of the project. Looking on their facebook page we now see their were other customers dealing with the same false promises. It is unclear the structure of the company and who does the actually work since "the guy who was supposed to come out" had a family emergency. It was made clear to us we would be working with the owner Wes and haven't had any contact with him only the person answering the phones. We just want to have the work done and have been more than flexible and understanding but feel like we are being taken advantage of at this point.

  

  Business response

  07/07/2022

  Business Response /* (1000, 8, 2022/06/26) */ Contact Name and Title: Wesley C****, Owner Contact Phone: XXXXXXXXXX Contact Email: *****@livingrocklandscapes.com On February 16th the customer reached out for a rough estimate via Facebook and email. A rough estimate was provided and the official estimate was scheduled for 3/2/22. On 3/1/22 a courtesy phone call was provided to remind of the appointment. Additionally an email reminder was sent along with our Option Guide and Digital Design Showcase to help prepare for the estimate. On 3/2/22 the estimate took place with our estimator. On 3/3/22 the estimate was sent via email. On 3/3/22 Customer responded to email and asked a few questions about the quote. Based on the questions and feedback an updated estimate was sent out. 3/8/22 revised estimate was sent and customer paid the deposit which totaled 50% of complete project cost. 3/9/22 we received HOA approval from customer. 4/22/22- Customer emailed about an update on start time. Stating he knew he was 8-10 weeks out from HOA approval. 4/25/22- A reply email was sent back explaining about delays due to recent weather and that a 10 day heads up would be provided to help customer with need to relocate some landscaping. 05/05/22- Customer emailed about an update to schedule. 05/09/22- Customer was emailed back about the update and was told that we are aiming for the week of 5/23/22 as long as weather cooperated. 05/23/22- Customer emailed to see if we would be starting this week. 05/24/22- Customer was emailed back and it was explained that we would be aiming for the following week but that he could go ahead and get lines marked with 811. 05/26/22- Customer emailed about an exact date. customer was emailed back and was informed it would be raining on 5/26 and 5/27 and that we were working on rescheduling everyone. 05/27/22: The following email was sent: "Good afternoon, This is ADMIN NAME with Living Rock Landscapes and I am reaching out to you because we have scheduled for a seating wall, firepit or both. We were informed today that the production has come to a complete stop for both seating walls and fire pits due to a machine mold break at the main production center. The seating walls and fire pits are now on backorder until August 2022. We realize this is an inconvenience and we are able to do whichever option works best for you: Option 1. We can refund your money on the deposit you have paid on this part of the project and move forward with the rest of the work for you. Option 2. We can go forward and keep it on your invoice and as soon as they have them back in stock we can deliver and set up for you. You would not pay for those items until we deliver and set it up for you. Please email me back on how you would like to proceed. Thank you" 06/09/22 Received voicemail at 3:19 PM about digging out patio for following day. Customer was called back at 3:31 PM to reschedule dig for 6/14/22. 6/14/22 - Area was dug out. 06/16/22- Owner Reached out to Customer via text letting them know about concrete company needing to reschedule. Customer responded to text. Concrete was rescheduled for Thursday. Customer called and spoke with admin assistant explaining he was dissatisfied with project start time (11:39AM). At 5:24 PM Wes spoke with customer on the phone and explained the reason for delays. Solution was reached on the phone. 06/18/22 - Concrete was poured. Concrete needs to dry and cure for several days before color and sealing. 06/23/22- Admin called customer to see if he made a decision about seating wall choice. Customer had not yet decided. 06/25/22- Owner reached out via text about coloring/sealing on 06/28/22. Customer asked if could be sealed on 6/27/22 instead due to rain possibility later during the week. Owner agreed to come to complete job on 6/27/22. Color choices were confirmed. Customer was reminded about the supply issue for seating wall and 2 solutions were presented. As of 9:50PM on 6/26/22 we have not heard back about decision for this part of project but will comply with customer's choice. End result: Project will be complete by 06/27/22. Customer can be refunded for seating wall or can close out the completed part of the project/wait for seating wall to arrive from distributor.

*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. ↩