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:05/19/2025

  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.

  On 3/25/24, I purchased a Japanese tree lilac from Schmittels Nursery for $485 and paid an additional $210 to have it installed by their landscapers. I witnessed them slinging the tree over the side of the truck and dropping it hard into the pavement. A hole was torn in the burlap and as the wheeled it up my driveway, it left a trail of ***** dry dirt. I expressed my concern that they had damaged the root ball and the tree would likely die due to their mishandling. The landscaper shrugged it off and commented that it was guaranteed. The owner was rude to me. Several months later when the tree died, I went out and selected a replacement of the same type of tree. The same landscaper returned to install. The tree failed to thrive. I contacted my arborist to try to save the tree. He assessed the root flare was buried well below ground level and would die of not replanted. I contacted *********** explained the situation and he agreed to have the landscaper raise the tree. But, then the landscaper piled all the dirt back on top, The tree was doing poorly so I called the arborist, again. He confirmed they put too much dirt on the top and it would smother the tree. I paid to have the excess dirt removed. Half the tree was dead this spring. He said they would install, but due to my prior negative experiences with their installer, I decided would have my landscaper pick up the tree and install it so I would know it was done properly. The owner said he would charge me for 50% of the tree! I asked that the owner credit my account. Im received no response. Now, I would appreciate your assistance in having this business credit me for their mishandling and improper installations and credit my entire installation fee charged with my initial purchase. I have tried, unsuccessfully to resolve this on my own.

  Business Response

  Date: 06/04/2025

  As the owner of Schmittels Nursery for over 30 years, I take great pride in our team and the work we do. Many of our staff have been with us for years and share our commitment to quality installations and honest, dependable customer service.
  
  Were genuinely sorry to hear Ms. ****** was not satisfied with her experience. In this case, we replaced the original tree at no cost under our warranty. When the replacement tree did not survive, we extended our policy beyond its standard termscovering 50% of the cost of a new tree and providing installation at no charge. This was done in good faith, with the hope of resolving the issue fairly.
  
  We understand that customers have many choices when it comes to their landscaping and garden needs. Thats why we continue to offer not only quality service but also one of the most competitive warranty policies in the region.
  
  While we respectfully disagree with the content of this review, we sincerely wish you the best in your future landscaping and gardening endeavors.
  **** *****

• Initial Complaint

  Date:10/01/2024

  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.

  On June 9, 2024, I contacted Schmittel&#**;s Nursery to provide several landscacping projects in my backyard and resolve a water problem in the flowerbed under my deck patio.After discussing these projects with ***** ********, we decided to fix the water problem first.1. The old drain pipe would be removed from the garden area and replaced with new drain pipe, under the sidewalk (see contract) and "connect to existing pipe," which would then drain the water away from the garden area, and solve the water problem under the lower deck patio area.2. Add topsoil along west side of fence - seed and straw.3. Purchase arborvitae or hemlock column tree (6 or 8), along the west side of the yard in September or October.I phoned your office this morning to let ***** know that the water problem was worst in the garden and lower patio area.The "new drain pipes" he installed did not take water away from the garden area underneath the deck by the lower patio. We now have a flooding problem on the lower level in the garden/patio area.***** was very quick to tell me, "he never said" he would solve a problem and to him, "there is no problem."According to *****, he could see "no problem" with the job he had just been paid $3,672.25.Water backing up under my deck flooding the garden and lower patio area is a problem to me. ***** claims "He never said he could stop flash flooding."I have used Schmittel&#**;s over the past 40 years for landscaping projects, purchasing trees, shrubs, flowers, etc. from them and have never had a problem until now.I feel Schmittel&#**;s Nursery should send out a team of people who knows how to correct the problem they said they could fix in the garden/lower patio area under my deck or reimburse me the amount of money ***** claims it took to do the job, which he did not do.

  Customer Answer

  Date: 11/04/2024

  I received your letter Oct. 1st regarding my complaint and I also received a call from the owner, **** *********, Oct. 1stst, to meet with me regarding the water problem under my deck in the ****************** area.  I suggested to him that we wait until after another rainfall (no rain in forecast for ********* area so far), but later changed my mind and rescheduled a meeting date for October 14th.  

  **** ********* met with me, discussed the issues regarding my complaint, agreed to return after a heavy rainfall, reevaluate the issue and try to solve the problem.  He also assigned another person to work with me, **** *****, who appeared to be a person who knew how, and wanted to solve the existing problem.

  After speaking with **** *********, I trust that he will truly try to resolve this problem without "mediation or binding arbitration."

  I will keep you appraised of the situation as soon as this area receives another rainfall.

  Thank you for your quick response and help.