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:05/21/2025

  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.

  In the spring of 2023, I hired Second Nature to do some yard maintenance and to replace an evergreen tree in my front yard, which they did. The new tree was watered throughout the spring and summer and after the winter, when it should have come back, it was dead. I again hired them to do yard maintenance and to replace the dead evergreen in 2024. They also planted 3 St. ****** Warts bushes in the backyard. they were placed about 8 inches apart in a row. Again, everything was watered during the spring and summer, however, after this past winter, both the new evergreen and 2 of the new bushes are dead! When I noticed that the evergreen was not looking good, I contacted ****** ***** at Second Nature and asked her to come out and take a look at the tree. It was not totally dead, but there were some bad spots. This was over a month ago. She came out and said that it was dry and had not gotten enough moisture during the winter. She suggested putting a timer on the water spigot so that it would regularly get watered and, hopefully, that would bring the tree back. I have never heard from her again. I phoned her several times with no response. I did leave a message the first time, however, after that when I called, her mailbox was always full so I couldn't leave a message I finally got through, left a message, and the owner **** returned my call. I explained the situation to him and he said there was nothing he could do because it was not his fault the tree and bushes died....it was my fault because I hadn't watered them properly!. That is absolutely false! With regards to the bushes, why is it that 1 **** survived and 2 died when they are 8 inches apart from each other?! And, if the evergreen had not had enough moisture during the winter, then using the timer on the spigot would have probably saved the tree..but she never came back! It seems they don't guarantee their products nor their workmanship even for 1 year! I would like the evergreen replaced!

  Business Response

  Date: 05/21/2025

  Were sorry to hear about the continued issues with the tree installed on our clients property, and we truly appreciate the time and effort invested by all parties to resolve her concerns. Despite our best efforts, it appears we have not been able to reach a mutually agreeable resolution.
  As stated on our invoices and website, Second Nature at Reads Creek cannot be held financially responsible for plant loss due to factors beyond our control, including insufficient care, animal damage, weather extremes, or disease. (Please see our *************** policy attached.)
  In an effort to maintain a positive relationship, we provided a complimentary replacement tree and professional installation. Our grower, with 80 years of experience, and our own long-standing track record reflect consistent success and high-quality installations.
  While were unable to replace the tree again at no charge,we would be happy to offer the client wholesale pricing on an additional tree should she choose to purchase and install it herself. We want things to be right and understand her frustration, but unfortunately, our pricing does not allow us to continue offering repeated replacements.
  Account Summary & Timeline:
  5/2023 Maintenance: weeding, mulching, pruning, debris removal
  6/2023 Installed ******************** + 2 hydrangeas
  10/2023 Maintenance + edging + St. ***** Wort installation; ********* removed
  4/2024 Maintenance + ********************* installed (client requested replacement due to winter loss); St. ***** Wort also replaced
  5/2025 Client reports second evergreen died. Site visit showed extremely dry plant, suggesting inadequate watering. Designer advised installing a soaker hose with a timer for any new plantings. Client declined advice and expressed dissatisfaction with product quality.
  While we are no longer able to install another replacement,we remain committed to offering support where we can, including discounted pricing on a new tree.

  Customer Answer

  Date: 05/30/2025

  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.
  
  My invoice shows I paid $139 plus $85 an hour for two men to plant the tree, they never replaced the arborvitae tree at no cost. St. **** Wort trees, all 3 of those trees were alive from installation October 2023 until spring of 2025. So I had to have been watering them correctly for a whole summer. When I talked to them they stated I was not watering them properly, but if they survived a whole summer how could I be watering them incorrectly? I have 3 trees plated in a row about 5-8" apart. One is doing beautifully, two are dead. This tells me the two dead ones are defective if one tree is surviving just beautifully. When she came out in late April and looked at it she said we could put a timer on the spigot so that it waters continuously and said I'll get back to you. I've never heard back from her. Now this tree has died. They could have done something during this time to save the tree. It is not due to my watering if one tree is surviving. This is not my fault and I never received anything free of charge. 

  
  Regards,
  
  **** *****

  Business Response

  Date: 05/30/2025

  Thank you for reaching out again regarding your arborvitae and St.***** Wort shrubs. We understand how disappointing it can be to lose plants,especially after theyve shown signs of establishing well.

  When our professional crew installs plant material, we ensure the plants are healthy, well-rooted, and thriving at the time of installation. Typically, shrubs are around 23 years old and trees 35 years old when they are planted, and they transfer from our care to yours in excellent condition. In most cases, if a plant were defective from the start,signs of decline would appear very soon.

  As you noted, the plants were healthy from October 2023 through spring of 2025, which suggests they were established and viable. Its possible that winter weather extremes, rather than a planting or care issue,contributed to the recent decline. Unfortunately, factors such as weather conditions, animal damage, disease, and ongoing care are beyond our control,and as such, Second Nature at Reads Creek cannot be held financially responsible for losses resulting from them. This is clearly stated in our published *************** Policy and is also printed on the bottom of each customer invoice.

  That said, we value your business and want to offer a goodwill solution. While were not able to offer a full replacement, we would be happy to provide the following:

  Discounted pricing on one arborvitae and two St. ***** Wort shrubs (subject to availability), with the understanding that you would purchase and install them yourself.
  If the original plants are not currently in stock, we will honor the same discounted pricing on a comparable substitute.

  We truly want things to be right and appreciate your understanding. We hope this offer provides a fair and helpful resolution.