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:09/07/2023

  Type:Product 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.

  Purchased 2 Pagoda Dogwood trees on June 10, 2022 (Invoice attached). One tree died during the first year. Dresen was notified on May 15, 2023 (tree not doing well gmail attached). Dresen notified me that it would be replaced. Replacement occurred mid-May. On August 18, 2023 I notified Dresen that the replacement tree was already dead. They have not responded. I request a refund for the tree in the amount of $270.00.

  

  Business Response

  Date: 09/25/2023

  Dear Customer,

  In June of 2022, you and your wife requested that (2) Pagoda Dogwood trees be installed at your residence. We provided you with a price, which you agreed to. We installed 2 (5') Pagoda Dogwood trees, as indicated on your email correspondences and invoices you've referenced. 

  On the invoice for the landscaping our company performed at your residence, you were charged for (2) Pagodas to be delivered and installed. The invoice states a one-year warranty on nursery stock.

  You contacted us within the one-year warranty period to inform us that one of the two Pagodas did not survive. Dresen Landscaping honored our written one-year warranty and removed the dead tree, delivered and installed a replacement of the same variety. Unfortunately, for whatever reason, the replacement tree did not survive during the summer season of 2023.

  There is not an additional warranty on the replacement tree. The replacement tree is the warranty, and we fulfilled our commitment to you. Therefore, unfortunately, we decline your request for a refund of $270.00 for the original tree.

  We are happy that the other Pagoda installed with the (2) that you and your wife requested has been fine.

  Sincerely,

  **** Dresen, Dresen Landscaping LLC

  Customer Answer

  Date: 09/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Yes, you lived up to our contract and fulfilled your legal responsibilities regarding the one year warranty. My complaint is that 1) the tree you planted to fulfill the terms of our contract didnt even last three months. Planted in May, dead before August. Of the three trees you planted, two died. I dont think it is unreasonable to expect better service than that. 2) You totally ignored my complaint and then you ignored the BBB for more than two weeks. You obviously dont want to hear from me and frankly, I dont want to have anything to do with you. It seems the idea of going an extra mile to please a customer stops before you have gone an inch. I am totally dissatisfied with the quality of the work you performed, with your lack of communication, and with your handling of a legitimate complaint. Please type your response here.]
  
  Regards,
  
  ***********************