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:05/20/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  Cynthia HR standards.
  
  The flat slightly tilted roof design has already proven problematic, as it accumulated snow during an unexpected snowfall this last winter, raising concerns about its structural integrity. Furthermore, when I engaged Special Additions INC. to assess and potentially rebuild the structure and make it sturdy at no cost to me, their proposal was rejected by the Summers Corner Design Committee for Horizons because the existing structure does not meet approval plan, which Special Additions INC. was unwilling to undertake due to the non-compliant structure.
  
  As a result of failure to adhere to the approved design, obtain necessary permits, and construct a code-complaint structure, I am now faced with the likely requirement to demolish the existing screened enclosure and incur significant costs to replace it with compliant structure. This situation is directly attributable to this company’s actions.

  

  Business Response

  Date: 05/20/2025

  We received your email on May 6th which outlines the same concerns of this BBB complaint, we sent an email back (screenshot attached) on May 13th.  The contents of that email are also below.

  Dear Ms. ****,

  Thank you for your letter regarding the screened porch and patio project completed at your residence in October 2024. We appreciate you taking the time to outline your concerns, and we want to express our sincere apologies for the frustration and inconvenience this situation has caused.

  At Living Rock Landscapes LLC, we are committed to completing projects in a manner that reflects both the expectations of our clients and compliance with local codes and HOA requirements. We take your concerns seriously and are actively reviewing all documentation associated with your project.
  Regarding the roof design, we would like to clarify that the gable-style image included in the submission to the Horizons Architectural Review Board (HAR) was intended solely as a visual reference to illustrate the concept of the enclosure style—not as a scale architectural drawing. This is a common practice used to aid in HOA approval processes where formal renderings are not required. At no point before, during, or after project completion were we notified that the visual reference was misunderstood or that there were concerns about the roof design—until receiving your recent letter.
  Additionally, during project planning, it was communicated to us that you preferred not to have your existing gutters removed or relocated, which directly influenced the decision not to build a gable-style roof. The chosen low-slope roof design allowed us to preserve your existing gutters as requested, while still providing functional coverage and drainage.
  It’s also important to note that the roof is not flat, but constructed with a slight pitch. That said, if Dorchester County or HAR determine that the current pitch is insufficient or non-compliant, we will take full responsibility for modifying the structure to meet their requirements.
  To move toward a resolution, we propose the following immediate steps:
  Site Inspection: We will schedule an on-site inspection within 5 business days to evaluate the existing structure and document any areas that may require modification.
  Permit & HOA Resubmission: We are currently in contact with Dorchester County and have initiated communication with the Horizons Architectural Review Board. We will secure updated site drawings to reflect the structure that is built.  We will formally resubmit updated plans for approval, and Living Rock Landscapes LLC will cover any HOA resubmission fees associated with this process. We will also ensure that any required permits are secured in alignment with county regulations.
  Remediation of Structure: Any craftsmanship defects found in the site inspection as well as any feedback from HAR and/or Dorchester County suggests changes must be made to the structure in order for it to be compliant regarding structural/code concerns we will submit a written plan outlining how we will bring the structure into full compliance—at no cost to you.
  We are committed to resolving this matter in a fair, timely, and professional manner. Please contact our office at 843-***-**** (call or text) or email us at *****.***@********************.com to schedule the inspection.
  Thank you again for bringing these matters to our attention. We are confident that, working together, we can bring the project into full compliance and restore your confidence in our work.
  Sincerely,
  
  ?William *****, Owner?Living Rock Landscapes LLC

• Initial Complaint

  Date:07/30/2024

  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.

  
  
  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,
  
  
  
  ***** *****t. 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

  Date: 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.
  
  

  

  Business Response

  Date: 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

  Date:04/18/2023

  Type:Customer Service 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.

  
  
  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,
  
  
  
  ***** ******

  lkway 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

  Date: 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

  Date: 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.