After hiring Big Rock in May 2021 to enhance our backyard, the lack of performance and unkept promises have left us beyond frustrated and seeking legal recourse. The straw that finally broke the camel’s back was in December 2022 (over 18 months since signing the contract with them), we were told that the quarry that they were going to get the rocks to build the water feature and jumping platform into our pool no longer had the rocks and they were going to charge us $10,000 per rock to transport them from a quarry in Idaho. As outlined in their contract, we decided to scale back the project and settle up with Big Rock for the work had been started and eliminate any projects that had not been started on our job. They agreed that all unfinished work would be completed and that any warranty issues moving forward would be honored. On Jan 12, 2023 we met to resolve the outstanding issues. We mutually agreed on the work that had been started and the items that had not been started and that after an audit was done on completed items, a return of overpaid money would be returned. Ironically, at that meeting, we were told that rocks were now available at the original quarry. Materials were audited and they promised we would get an audited estimate the following day and a return of funds would be processed. Subsequent to our meeting, It was communicated to us that the figure we had discussed in our face to face meeting (in excess of $125,000) was acknowledge and would be returned us, however, we have still never received a refund of over paid funds. After weeks of continually being put off and claiming their accounting and legal teams were working on resolution and determining an amount that should be returned to us, we approached Brandon Hatch, owner of Big Rock, about resolution, his response was he was no longer involved in those types of matters, but only worked on sales and design. After months of non-response and no indication of returning over $125K of overpaid funds, we reached out to him by going directly to their offices and were told by him that his attorney was dealing with our issues and condescendingly brushed my wife away with a wave of his hand. It was obvious he has no intention of any resolution of our issues.

Since then, many deficiencies have surfaced: pavers not installed on a climate acceptable base, no flue in the fireplace creating a lighting hazard and discoloring of exterior rocks, non-functioning water features, footprints in the plaster of the pool, just to name a few.

Although Big Rock claims they will address these issues, it has been over 30 days since these issues have been raised and we have never seen any communication or anyone come to fix these issues. We have received quotes from other contractors indicating it will cost over $50,000 to address the above issues.

Save yourself the pain, misery, heartache and frustration and never hire Big Rock to step on your property!

We hired Big Rock to transform our backyard and quickly became frustrated. Our frustration was on 2 levels: 1 – The timing and lack of willingness to provide any timeline or end of project date 2 – Quality of Work. While the list is long, this is just a few small examples of what we have experienced.

We signed the contract with Big Rock in May of 2021 (over 19 months ago) and it was represented to us that we would have a completed pool by the summer of 2022. The pool was completed in October of 2022, but as of today, there still is significant work to be done on our backyard.
When asked to provide milestone or updates these were examples of the responses we received:
“We don’t do weekly updates.”
“I understand you want a detailed timeline and like I personally have stated and so has Russ, its not possible”

We hired Big Rock to build a pool. The day that the hole for the pool was to be dug (February 15, 2022), we realized that no-one had come to survey for existing utilities (blue stakes). When I asked our project manager about this, his response was “I know blue stakes is ordered as part of your permit. I will follow up to make sure they actually came out.” I noticed several days later after the hole was already dug that the survey markers were just now showing up in our yard. I called the 411 Utah and asked them when they had been called. They were called on 2/15 – the day the pool was dug – and the request didn’t become legal until 2/17 several days later all the while the pool was still being dug.

We also had Big Rock build us an outdoor fireplace. After having a fire in the fireplace 3 times, the interior firebrick started to fall out from the inside of the fireplace and cracks started to form on the outside grouted rocks (see pictures).

Three months after having the pavers grouted, the paver tile grout has cracked and tiles are loose. (See pictures)

A short time after water being in the pool, boot footprints became visible in the plaster and you can see exactly where the plaster workers stepped in the bottom of the pool. (See pictures)

An electrical box (Brand Square D) was installed for the spa, pool, fireplace water features, and electrical outlet. In the breaker box, both commerical and residential breakers of different brands other than the electrical box were installed (Siemens, GE). The cover plate on the box does not securly cover the breakers and 2 of the 3 breakers have blown since installation.

The list of challenges and frustrations is too numerous to list in this review. And after our experience, we cannot in good conscience recommend Big Rock to anyone and strongly recommend anyone considering Big Rock to reconsider.

Wow!! What a great company! We were looking for a company that could not only put in a quality pool but one that could also make the landscaping look natural. We didn’t want just a backyard with a pool in it. We had multiple pool companies come and Big Rock was by far the only one that seemed to actually care about making the end result look amazing. Brandon was phenomenal. He had a vision for our backyard that we loved. He was completely up front about not only his ideas of what would look good and what wouldn’t but the cost. His communication is second to none. The project isn’t completed yet but we know it will be unbelievable and we have been super impressed with his crews work ethic and professionalism. They are worth every penny. Can’t wait to see the finished project.

When we first started, I envisioned a large retaining wall that ran alongside and above the pool, covered with stacked rock and lighting. Brandon pushed back on that and said, “You don’t want someone to come in and say, ‘Wow! Nice wall.’ You want them to say, “Wow! This yard is amazing.'” That resonated with me and has driven our entire approach. He and his team have a vision of how to transform a space in a way that everything works together. Anybody can dig a hole, but it’s having the big picture and orchestrating all of the tiny details along the way that really sets BigRock apart.

We have loved working with Big Rock Landscaping on our pool and backyard project. From day one Brandon has really helped us to visualize and maximize our outdoor potential. I appreciate his expertise and overall management of what is a huge project. The crews have all been skilled, respectful, and pleasant. When you are looking to invest this much time and money into a project, Big Rock should be your choice. I have zero hesitation in recommending Big Rock to all of our friends and neighbors.

Our experience with Brandon and his exceptional team at Big Rock has been a smooth process thus far. Besides their proven portfolio of beautiful work, we chose Big Rock because of their top-notch customer service. Since the very start they have been punctual to meetings, have delivered on their promises and been patient with us as we bombard them with several questions. Above all, the one “BIG” thing that has stood out to me the most is Brandon’s passion and enthusiasm for what he does. I am confident this will translate into our yard. I’ve already seen his attention to detail and it’s refreshing and comforting to know we will have a quality product. We are happy we chose Big Rock and look forward to the next steps along the journey to our finished yard.

One of the main reasons we built on the lot we did was the potential it had to be the perfect space for us. That being said we had no idea how to get there. Brandon and his team were the partners we needed. They are comfortable with the big stuff (retaining walls, masonry, pools, electrical, concrete, decks) and meticulous with the details to make it look perfect. I have found that’s a rare find and we are grateful we did! We are very much looking forward to many years in our awesome Big Rock space. Will post photos when I have them.