Emerald Kingdom Greenhouse, LLC.

Review: WORST company I have ever encountered in ANY business! Unfortunately, I am unable to choose more than one area of complaint, otherwise I would have chosen delivery, sales, customer service, and refund/exchange issues as well. To begin with delivery was problematic. When I mentioned it to the salesperson I was told that once the product left them it wasn’t their problem anymore. I had purchased a 20’ wide X 40’ long X 12’ high greenhouse “kit”, 9 support trusses, and an 8-foot tractor door. I was also sold 2-foot square fans for each end, one for over the door. I was sent plans for a 20’X40'X12’ greenhouse. (I was later told that plan was only for an EXAMPLE of how my greenhouse should be done.) I hired a contractor with 30 years in the business who came highly recommended. When the “kit” arrived it had missing parts, and had pieces that weren’t called for. The connectors for the leg-to-arch transition were missing, and when I called regarding that I was told I had purchased a 9-foot tall greenhouse and I wasn’t supposed to use the legs they sent me. (Then why send them to me?) My contractor bought connectors and made it work. Then 4 of the 5 stabilizing end-to-end stabilizing purlins were a foot too short, and the center one a foot too long. Again, my contractor bought pieces to make it work. THEN the plastic was fine for the 12’ height on both ends, but the main canopy 4 feet too short. If this was supposed to be a 9-foot greenhouse the trusses I was sold would have been at a 5’8” height. I was told we were supposed to cut them. The 2-foot square heat exhaust fans would not have fit over the door, and I was told they were supposed to go NEXT to it. Absurd. They told me that any “kit” from Home Depot (an example the salesperson used) would involve cutting and adjusting but when I told them the canopy plastic didn’t fit we were told no returns or refunds because we had “altered” the greenhouse. They wanted $600 for plastic that would fit, not including shipping.Desired Settlement: We spent over $5,000 for this "kit" but extra labor, time, and trouble has been considerable. I'm requesting at least a 50% refund.

Business

Response:

The customer in question purchased a 20’ x 40’ straight walled greenhouse with a height of approximately nine to ten feet in full on 5/13/2016 along with nine trusses, two 24” exhaust fans and two 12” circulation fans. The height can not be precise due to variation that occur in foundation customization (our kits do not come with any foundation hardware or material and our customers are fully aware of this). The complaint filed by [redacted] was received 7/6/2016 by the Revdex.com with the ID 1[redacted]. I will attempt to address the issues in a corresponding order. First off, as far as our delivery system, we use a third party freight shipping company to deliver our greenhouses to our customers so we have very little control over their shipping routes or schedules. We always inform the customer that this is the case and it is clearly outline as FOB Redding, CA in the invoice they receive prior to purchase. Upon arrival, there was no documentation or mention of any damage or missing part to the kit and it was signed for and received 5/27/16 with its shrink wrap in tact. Spring is also our busiest time of year and our customers are also made aware of our lengthy lead times during that season. Secondly and primarily, the complaint was filed due to some miscommunications regarding the size of the greenhouse in question. As mentioned above, our 20’ straight wall greenhouse kits have a varying height of somewhere between nine and ten feet due to foundation variations. When the customer had some installation questions, our draftsman sent him some reference drawings to show him how it is assembled but it is clearly marked on both the drawings and in the email they were attached to that the drawing are for reference only. The missing and extra pieces that the customer refers to is a simple misunderstanding of the application of said parts. The customer called for guidance and he was put on a conference call with our in house install expert who has put several hundred of these kits together. He was informed during that phone call that the parts that he was referring to as leg extensions were not meant for that application that they were infact part of his truss kit. This would explain why he didn’t have the connector sleeves to use them as such and was then left with some extra rail end cups and brace bands that would have been used for the trussing. He was also advised that if he raised the height of his kit that we could not guarantee that is tarp would be wide enough to cover the circumference. As far as the length of his purlins being too short, I have no reference drawing sent by the customer showing that he built his structure to exactly 40’. I do however know that he was given enough piping for a 40’ long structure and this is all clearly signed off on the packlist attached that the customer also has in his possession. When it came time to put on his greenhouse plastic, the customer admits in an email sent to our sales department that before they even unrolled it they threw a cloth tape measure over the structure and saw that their modified kit had a circumference of approximately 35’. This is a couple feet more than the tarp that is signed off on the pack list (the customer mentioned seeing this as well) seeing as that size kit only comes with a tarp that 32’-33.75’ in width (varies depending on vendor) which is more than enough to even have a little extra play on our standard nine to ten foot kit. The trussing material he used to elevate his kit are 42” thus raising his kit far too high for the tarp to be wide enough. Once again, during his conference call with our install consult he was advised not to raise his greenhouse. And though it was clear before taking the tarp out of the packaging that it would not fit, they dragged it over their structure anyway thus making it unreturnable. If the customer had contacted us before using the tarp we could have swapped it out and just asked him to cover the difference in width which would have been maybe $100. However, once a tarp has been dragged over a greenhouse and through the dirt etc. we can’t resell it. As far as the trussing kit is concerned, the customer never asked nor ever seemed concerned with the trussing height. We like to send all our kits will more metal as opposed to not enough so that the customer can trim them to the desired size. It is listed on our online instruction both in the suggested tool list that you will need a hacksaw or sawzall and in the written instruction that some trimming may be required. Last but not least I suppose he mentioned the 24” exhaust fan not fitting over his door but we have customer install these all the time on either side of the door and it doesn’t affect its efficiency whatsoever nor do we have any literature on suggesting an over the door installation. I believe this covers everything that was mentioned in the complaint and attached is all the documentation we have regarding the matter. Please let us know if there is anything else we can provide. Thank you EKG Management

Emerald Kingdom Greenhouse is an A rated company with proven state of the art products. Jeff L[redacted], the President/CEO, has demonstrated his commitment for doing business with a higher purpose and doing good while doing well. His vision and delivery offer customers creative alternatives in learning optimal production of healthy food in their own backyard---the new farms of the future for food security and purity. Providence International hopes to showcase Emerald products at the north states new Riverland Park and Farm of the Future. www.ProvidenceInternational.org