Complaints

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• Initial Complaint

  Date:10/11/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Before you read my complaint below, I want to point out that I tried to reason with the crew foreman on site & I texted the store manager the same day. I didn't get anywhere with them, so I emailed the CEO and QA rep a week ago. No reply. I've filled out the customer satisfaction survey and asked to be contacted- nothing. So, now I'm contacting your office! Corporate Offices for Moon Valley Nurseries ***** * *** ******* *** *** ******** ** ***** *** *****, President **** ******i, Quality Assurance On August 31st, 2023, I went to the ***** ******* (******* ********* *****) Moon Valley Nurseries location and spoke with ******* ********* about 15 gallon Desert Willow plants. (Originally, I had called in tobask about scheduling, and she said she could do everything for me on the phone and via email - take pictures, tag the plants, have plants shipped to my home and planted, without me even having to visit the nursery. I can guess how that would have turned out, based on my overall experience!!! Not well...) When I got there, there were no 15 gallon plants on the premises, only boxed trees, which she tried to sell me. However, I didn't need the plants right away, so I ordered 2 15-gallon Desert Willows then and scheduled installation for 9/28/23. I also ordered 25 bags of mulch ($7.99 ea). Later, I decided to order a 3rd Desert Willow and I asked ******* (after several attempts to contact her when she failed to return my calls) to include actual PLACEMENT of the mulch on the invoice. She said they don't do that - I'd have to talk "nicely" to them, and then they might do that as a favor to me! $7.99 for a bag of mulch is twice as expensive as what I can get mulch for at Home Depot. So if I have to place it myself, why buy it from Moon Valley?? So, I then deleted 15 bags of mulch from the order. BTW, ******* had originally also sold me a year's warranty on EACH plant and 4 gallons of Moon juice, without really asking me if that's what I wanted. I didn't argue at the time, because the last time I was at that location and I had tagged plants, someone walked off with the ones I'd tagged. I figured, if I paid for the warranty, they would bring me better quality plants, so they wouldn't have to come back and redo their work. I also figured I need some fertilizer anyway, so I may as well buy the Moon Juice. But neither item was something I actually asked for. ******* also made a point of telling me that when they install the plants in the ground, "soil amendment" is included. On September 16, I went out to the location and spoke with the manager, ***** *******, about my Moon Valley experience thus far. He thanked me for my time & he helped me tag the plants (which had since arrived). I also suggested that they bring a jackhammer when they install the plants on the 28th, as the soil here is REALLY lousy - sand, clay and LOTS of cobbles. He assured me that they always have a jackhammer with them. (FYI, Moon Valley Nurseries plant installation does NOT include removing any plants that were there previously, or hooking up irrigation to the plants, etc. In other words, it includes the BARE minimum of effort.) On the 28th, "Bodhi" came with his "best crew" & I was on site to supervise the installation. I immediately told him he needed to start digging holes with the jackhammer and he said, "We'll wait to see if we're gonna need to use it" and he directed his crew to dig the holes by hand (with shovels only). They dug the holes JUST large enough to put the plant in. I said, "You're supposed to dig the hole twice as big as the plant, mix in quality soil in with the native soil, and put that back in the hole with the plant. Use the extra soil to make a nice tree well around the plant". He told me that "Moon Valley doesn't do it that way" !!! Their so-called "soil amendment" that was promised to me? About 1/4 cup of gypsum sprinkled on the bottom of the hole and about 1/4 cup of Moon Juice for fertilizer. They supposedly compacted the soil around each plant by adding water and tamping the dirt down with the butt end of a shovel (mine!!!). UNBELIEVABLE!!! They were done with the entire job in under 45 minutes! When I watered the plants later, the dirt around the plants collapsed. Here's the link that I sent ***** & ***** on the correct way to install plants: **************************************************** This is the way ANYONE else who has EVER planted plants on my property has done it - even laypeople know this! And ***** had the nerve to tell me that, if I know how to do it so well, why didn't I do it myself? SO UNPROFESSIONAL!!! ***** told me he would offer me a "free 1 year warranty" on the plants if they fail to thrive or if they die. But I've already paid for a one year warranty on each plant, "thanks" to ******* ( & I haven't received a credit of $*** on my credit card yet). Here's a breakdown of the costs: $*** to "get to the job" $*** (15 gal Desert Willow) X 3 $*** (price to install each plant, "supposedly" with soil amendment) X 3 $** per plant for 1 year warranty $***** for 10 bags of mulch $****** for 4 gallons of Moon Juice. (lifetime supply!) Total bill: $******** So for $*****+ dollars, I got 3 Desert Willow plants installed INCORRECTLY and 10 bags of mulch placed. Needless to say , I'm EXTREMELY unsatisfied with the substandard work and poor attitude. This is no way to do business, & I expect AT LEAST 50% of my costs to be refunded Thank you in advance for your assistance on this matter! **** ******** ************