Bay Area Landscapes Nursery

We have spoken with [redacted] several times as well as visited his property regarding this issue The landscape job was completed on May 7, Following the installation, our area received record amounts of rainfallIn July, [redacted] contacted us about some of his plants that needed to be replaced It was determined that the plants were adversely affected by too much water from the heavy rains we received following his installation Our warranty covers disease and defect which is generally noticed soon after installationWe do not warranty plants or materials that are affected by acts of nature or environment factorsHowever, we still replaced several plants for [redacted] at no charge in July Also, in July [redacted] complained about too many weeds in the landscape area It was obvious that proper weed maintenance had not been done since the initial installation Even though weed mat is in place, it does not completely prevent weeds from growing and maintenance is still required We explained to [redacted] that maintenance and weed control would be needed ***In July, [redacted] did not mention a problem with the bend a boardHe did not mention a concern with the installation or condition of it at that timeIn late August, [redacted] contacted us about a problem with a piece of his bend a board On September 1st, we went back to his property to look at itThe area where the bend a board was installed is not supported by grass There is no support to keep it in place There are also very large cracks in the ground in the area We explained to [redacted] that the bend a board separation was due to movement from a combination of lack of support by grass as well as shifting of the ground (shown by the large cracks in the same area)We have determined the bend a board was installed correctly and was not defective at the time of installation in May so it is not covered by warranty If the problem was due to installation errors or defect, it would have been known at the completion of the job [redacted] was still unhappy with this response so we offered him a new piece of 20' bend a board at no charge on Friday, September 11thHe did not accept this offer and he hung up the phoneWe are willing to give him a new piece of bend a board We will not install it The landscaping that we installed is thriving and doing great I have attached pictures of the area showing the lack of grass next to the bend a board as well as the large cracks in the ground I have also attached the email we sent to [redacted] in our last contact on September offering the free piece of bend a board Please let me know if you need any additional information regarding this matterThank you!!! [redacted]

Dear Ms. [redacted], Thank you for your message.  I will certainly respond to Mr. [redacted]’ complaint.  On Tuesday, may 10th we delivered 3 yards of peach rock to Mr. [redacted].  The following day, he ordered more rock to be picked up, however, we were sold out of the peach rock. We...

contacted our supplier and placed an order that would arrive, according to our supplier, on Thursday, May 12th in the morning.  On Thursday May 12th we received an email from Mr. [redacted] at 9:52 AM letting us know that the landscapers were on the way to pick up the rock. The rock had not yet arrived so we contacted our supplier and they said the rock needed to be rinsed a 2nd time and would not be delivered until after lunch. We responded immediately to his email (sent at 9:55 AM and attached) that the rock would not arrive until after lunch so that he could plan accordingly.  We also called Mr. [redacted] and there was no answer.  He called us back and relayed the message about the rock not being available until after lunch and he said he would try to reach his landscapers to let them know.  The landscapers arrived and we gave them the message that the rock had not arrived and would not be available until after lunch.  They said they would go finish up some things and would be back.  They came back around lunch time and the rock still had not arrived. They said they would take a lunch break and check back with us. They called us after lunch and we told them the rock had still not arrived and that we would follow up with the supplier.  Our suppler told us it was in “transit” but did not have a time for us. The landscaper came in about an hour later, we still had not received the rock, and all we could tell them was that our supplier said that it was in transit. Trent even told the landscapers that, at this point, they might want to come back in the morning since we were not able to determine a specific time the rock would arrive.  They agreed and purchased and picked up some mulch from us. Mr. [redacted] called very upset. I told him that we would contact him when it arrived.  The rock arrived about 3 PM, however, it was not the same color as we had previously received.  We called the supplier and on Friday May 13th the owner came to us to see what we actually received and agreed it was not correct. The owner of the company we got the rock from was still trying to find us a solution. He contacted his source and was told that is how peach rock from now on will look.  At this point, we have not found another supplier for peach rock. We were very honest with Mr. [redacted] and told him exactly what had happened.  We certainly wanted to get the correct rock for him. Throughout the day (May 12th) as well as the following day, we were in we were in contact with our supplier trying to resolve the problem.  They were simply having a problem getting the rock to us and there was absolutely nothing we could do about it. We communicated all information with Mr. [redacted] and his landscapers as we received it. We have been using this supplier for over 15 years and have always had very good service and quality materials.   Unfortunately, we had no control over when our supplier would arrive with the rock.  We were communicating with the customer as well as our supplier trying to resolve the situation, but there was only so much we could do. On May 12th we processed a refund for $346.40 for Mr. [redacted]; however, it did not go through correctly.  We did not know this until Monday May 16th when Mr. [redacted] called us.  We then called our merchant company directly to ensure the refund was issued properly.  Mr. [redacted] called us yesterday (May 18th) and spoke with me that he had not received his refund.  I apologized for his frustration and sent him a copy of the refund directly from our merchant company.  The refund was processed correctly on our end on Monday May 16th, the debit cleared our bank on May 18th (see attached).  It is my understanding that a credit takes a few days to get processed and credited back into the consumers account. I understand the frustration that Mr. [redacted] experienced and again, we were also frustrated as we wanted to provide him with the rock he ordered in a timely manner.  The circumstances were out of our control and we communicated that to him and his landscapers.  We are also frustrated that the color of the rock changed from the source and we, as well as our suppler, are trying to find another source.  At this point, I firmly stand behind the customer service we provided Mr. [redacted]. As soon as he contacted us on Thursday morning, we communicated effectively that the rock would not be here until after lunch. After lunch, we communicated that the rock was “in transit” but did not have a time that it would arrive.  We even recommended to the landscapers that they check back the following day and they agreed.  It is unfortunate that Mr. [redacted] is unwilling to understand that we did all that we could to order and provide the rock, but that unforeseen circumstances that were outside of our control, prevented us from being able to provide the rock for him.  We did refund his money as shown in the email from the merchant company dated May 16th and the debit from our bank account on May 18th.You will find 3 attachments. 1st ,the email that we sent to Mr. [redacted] at 9:55 AM Thursday may 12th communicating that the rock would not arrive to us until after lunch.  2nd, the email from our merchant bank showing the refund processed correctly on Monday May 16th.  3rd, A transaction detail from our bank account showing the debit on Wednesday May 18th. Thank you so much for your attention to this situation! Sincerely, [redacted]

We have spoken with [redacted] several times as well as visited his property regarding this issue.  The landscape job was completed on May 7, 2015.  Following the installation, our area received record amounts of rainfall. In July, [redacted] contacted us about some of his plants...

that needed to be replaced.  It was determined that the plants were adversely affected by too much water from the heavy rains we received following his installation.  Our warranty covers disease and defect which is generally noticed soon after installation. We do not warranty plants or materials that are affected by acts of nature or environment factors. However, we still replaced several plants for [redacted] at no charge in July.  Also, in July [redacted] complained about too many weeds in the landscape area.  It was obvious that proper weed maintenance had not been done since the initial installation.  Even though weed mat is in place, it does not completely prevent weeds from growing and maintenance is still required.  We explained to [redacted] that maintenance and weed control would be needed.  [redacted]In July, [redacted] did not mention a problem with the bend a board. He did not mention a concern with the installation or condition of it at that time. In late August, [redacted] contacted us about a problem with a piece of his bend a board.  On September 1st, we went back to his property to look at it. The area where the bend a board was installed is not supported by grass.  There is no support to keep it in place.  There are also very large cracks in the ground in the area.  We explained to [redacted] that the bend a board separation was due to movement from a combination of lack of support by grass as well as shifting of the ground (shown by the large cracks in the same area). We have determined the bend a board was installed correctly and was not defective at the time of installation in May so it is not covered by warranty.  If the problem was due to installation errors or defect, it would have been known at the completion of the job.  [redacted] was still unhappy with this response so we offered him a new piece of 20' bend a board at no charge on Friday, September 11th. He did not accept this offer and he hung up the phone. We are willing to give him a new piece of bend a board.  We will not install it.  The landscaping that we installed is thriving and doing great.  I have attached pictures of the area showing the lack of grass next to the bend a board as well as the large cracks in the ground.  I have also attached the email we sent to [redacted] in our last contact on September 11 offering the free piece of bend a board.  Please let me know if you need any additional information regarding this matter. Thank you!!! [redacted]