As previously stated the [redacted] ’s had the option of coming down to the nursery and picking out their own tree, as well as we offered to send images of the replacement tree that was tagged for them and [redacted] stated that they did not need to see images There was no need to follow up with the customer after the tree was tagged, as the tree was the best available 12’ Austrian Pine for their replacement, as well as, the customer was not concerned about seeing images of the tree or coming by the nursery to see the tree Therefore, the [redacted] s had ample opportunity to come down and see the tree if they wanted to be selective As for concerns on the shape of the tree, as each person’s body type is very different, every tree in the nursery will have different proportions for the same size and species We do our best to tag the most similar in shape, size as well as quality to what was lost to keep every customer happy, however, it is impossible to have two trees with the exact same shape, hence why we encourage each and every customer to tag their own treesAs far as scheduling The [redacted] ’s required that the tree be replaced on a Saturday [redacted] was doing her best to meet their request of a Saturday [redacted] and the customer had discussed Saturday planting and that she needed to work with the Owner to schedule an exact date and time When a Saturday came, [redacted] called the office asking when the tree was coming, however, since we had not called [redacted] back to discuss a specific date or time, she was not scheduled for that day Saturday plantings are very difficult for us to accommodate as they are not typical We then did confirm a date with her and had to reschedule due to circumstances out of our control We then got the tree replacement scheduled and installed on 7/18/2017, a TuesdayThe warranty is for a straight swap, like for like, a 12’ Austrian Pine died within one year and was replaced with a 12’ Austrian Pine with no out of pocket expense to the [redacted] s per the warranty Per the singed contract it is a one time replacement, therefore, being disappointed that there is no warranty on a perfectly healthy tree is unfounded We are extremely cautious that every tree that leaves our nursery is healthy, especially replacements After the tree was installed and the customer called with concerns and sent images we sat down with Hubert, who sold them the original trees He stated that the tree looked great and perfectly healthy and asked why the customers would be concerned about such a healthy tree The [redacted] s forfeited their many opportunities to come down and walk each and every tree on the lot to tag the particular Austrian Pine tree they wanted as their replacement and they declined and asked that we pick it out Then we offered to send images of the 12’ Austrian Pine tree to be tagged for them, that they also declined Asking for the common decency of a phone call to discuss the tree tagged, after we offered them these things in unfounded If the [redacted] s wanted to be particular, they needed come down to tag the tree, or they need to trust that we tagged the best available healthy 12’ Austrian Pine tree as their replacement
Complaint: [redacted] I am rejecting this response because:i was never offered to have the image of the tree sent to me I would have accepted that offered and declined the tree they picked and we would have come down in person to select the tree.I am not the one that requested Saturday delivery - they were since I lived out in [redacted] If that was the case I would not have accepted a Tuesday delivery! As for the tree being selected in April or May, I really doubt that since they had very full and healthy trees back in April and May of If they only had this kind of skinny and dieing trees in April or May of (which is prime time for planting) it would either put them out of business or make them sell the trees for a lot less than what I paid forI still stand that they picked the tree from left overs and did not tag the tree when asked After all it took quite awhile for them to get me on their schedule since I live "way out in [redacted] " Also with the first scheduled delivery I was indeed given a specific date from [redacted] just not a specific time When I called and asked for an ETA in the afternoon on that specific day [redacted] is the one I was talking to and she asked me who I had spoken to about it being delivered that day She was speechless when I said it was her and then gave me the excuse that since I was not given a time it did not get scheduled The way I see it is that [redacted] told me a date and did not get it on the schedule Point being even though trees like people come in all shaps and sizes there are a lot out there that can be grouped into categories One being sickly and another being full and beautiful I did not get a tree replaced in the full and beautiful category like I purchased instead I received a tree in the sickly category! Sincerely, [redacted]
On 6/11/Ms [redacted] and Mr [redacted] came into the nursery with the images of the 7’ Columnar Scotch Pine that had died At that point they told the owner they had been watering their trees every day, not every other day, i.ethe over watering that the owner told them The roots were not getting the opportunity to get oxygen with watering them every day It was at that time that the owner agreed to replace the (1) columnar Scotch pine that did not survive due to their error in watering and went over the watering instructions they received at purchase that clearly states the trees need to be watered every other day The owner made an exception to warranty this first tree as our warranty clearly states we do not warranty against homeowner error in watering He did this in order to correct the watering to allow all the remaining trees to thrive They tagged the replacement tree with the owner, which is still tagged for them in our nursery, and were offered another copy of the watering instructions They were instructed to follow our watering instructions as we would not warranty any other trees that were not watered properly.As previously stated they contacted us later in June to discuss the remaining (3) columnar scotch pine that were dying We attempted to work with the customer understanding that they lost several trees due to their error (at that time 4/had died) and we offered to cover the labor to plant new trees with a new year warranty and remove the dead trees if they purchased the new trees (species of their choosing) from our nurseryThe only time that we have discussed the Austrian Pines is on 5/22/when they sent an email stating that they were concerned about the [redacted] at the tips The [redacted] that they were concerned about was the new growth that had not yet pushed and candled At that time the tree was green and very healthy They were not aware of how the candle looked on a tree that is growing and this was explained to them We have never seen images since or had an opportunity to discuss the additional (2) Austrian Pines or why they died No attempt was made to contact us after the additional columnar Scotch pine trees were lost This all began because we warrantied a tree, which by their own admission they were not watering properly and was not covered under warranty due to improper watering, as laid out on the contract they signed However, the company’s’ owner made an exception in order to not only keep the customer happy but also to take the time to fix their watering to be sure that they did not lose any additional trees We continued to work with this particular customer when they lost the additional (3) trees by offering to remove the dead and pay the labor on the replacements if they simply covered the cost of the trees Since that conversation on the phone they have not contacted us stating they lost more trees or that they planned to purchase material as replacements from another nursery Now they are wanting to compromise by buying trees from another nursery and expecting us to pay for that, after we have gone above and beyond our warranty and contract to work with this customer We will not pay for the additional trees purchased from another nursery If the Austrian have also been lost, this customer lost out of the trees we installed which is further proof that the watering instructions were not followed or corrected, even after explicitly going over them on several different occasions with our professional staff By their own statement in the second reply “we reduce water supply to the trees despite the owners’ instructions” and in the first reply stating “we have sought other professional advice on watering” The customer admits they went from over watering, by watering every day, when they lost the first tree, to disregard of all of our instructions and professional advice to water how they saw fit, losing the additional trees They did not follow our watering instructions that have been proven by years of installations and high survival rates out of is not indicative of our proven method and evident by their statements it was not due to a un-heathy tree but rather disregard for watering instructions on these larger trees
Initial Business Response / [redacted] (1000, 6, 2015/08/07) */ I am responding to this complaint- againIn an email that was sent to Ms [redacted] on July 27, at 10:27am, Front Range Landscape and Nursery agreed to each of her requestsWe have agreed to replace the trees, in the Spring, with similar species and sizeBecause our work is largely weather dependent, both for receiving seasons and planting seasons, we agreed to have all the work done no later than [redacted] 1, but that we'd want to get it done soonerWe also agreed to a full one year warranty from date of planting in the Spring to that same date in Spring of I'm attaching a screen shot to prove that this was sent and when We believed this to be a very fair resolution to this dispute, two weeks ago Perhaps Ms [redacted] just needs to check her email? As this matter was resolved two weeks before this complaint was filed, we would like this complaint to not only be closed but removed from our Revdex.com history.' If there are any questions, please feel free to contact us Initial Consumer Rebuttal / [redacted] (2000, 9, 2015/08/20) */
Front Range Landscape and Nursery replaced (2) Austrian pine in the end of August with Colorado Blue Spruce as Front Range Landscape and Nursery did not have the size Austrian Pine in stock that the customer lost Ms [redacted] decided that instead of waiting for a new shipment of the same size Austrian that she would like to pay the difference for the more expensive (2) Colorado Blue Spruce When [redacted] was approved for the (2) replacements watering instructions were re-explained to her (copies were also emailed over to her for her records) and Front Range explained that she needed to be sure that the remaining (4) trees were properly watered as there is a one year warranty “with the exception of loss due to nature, owner or 3rd party damage neglect or damage (e.ginadequate watering).” (see attached signed highlighted receipt) The warranty only covers the trees if they are properly watered, it is the home owners’ responsibility to care for the trees and be sure that they are properly irrigated per the watering instructions we provide both at the time of purchase, published on the website, and every time a customer calls into the office [redacted] then began to be concerned about (2) additional Austrian Pine trees [redacted] spoke with [redacted] on the phone several times, explaining and re-explaining the watering instructions that had been emailed over to her It was evident that she was not following our instructions [redacted] explained exactly how these trees needed to be watered and explained that if she followed the instructions the trees would survive, he also explained that if she did not properly care for and water the remaining trees they would not be under warranty She continued to lose the additional (2) Austrian PineWhen a customer that have that big of a loss we always go out to the property to see how they are being irrigated and cared for, as that is what would cause such a percentage of loss On Thursday, 10/ [redacted] , with years’ experience with these trees and irrigation, went out to your property to inspect the irrigation system set up for the trees and to inspect the care of the trees to discuss the additional Austrian Pine that the customer was concerned about He inspected the irrigation system with her and found first hand that the system was not only turned off (not running) but the drip had leaks in the system that would affect the amount of water these trees would receive when functioning A tree cannot survive without water and proper irrigation The homeowner is responsible for the care of the trees after installation We do not warranty against negligence, as laid out in the contract that the customer signed, see attached highlighted signed contractFront Range Landscape has already replaced out of trees and we will not replace any more trees due to improper care There were a total trees that have been lost, Front Range Landscape and Nursery already replaced, and that are not cover under warranty per the signed contract
Ms [redacted] and Mr [redacted] first came in with concerns about one of their 7' Columnar Scotch Pine the beginning of June After the owner looked through the pictures with them and discussed what was going on with the tree it was determined that they were not properly watering the trees All purchases receive a very detailed watering instructions that need to be follow in order to get these trees to establish in our very arid summers We agreed to replace (1) columnar scotch pine on 6/11/that died due to this improper watering and went over the watering instructions in detail so that the remaining (3) that were alive at that time would begin to thrive A few weeks later they came back into the office with images of the remaining (3) that died It was determined that they had not corrected their watering schedule however, in order to work with the homeowner the owner agreed to remove the extra (3) trees that had died and plant (3) new trees of the home owners choosing from our nursery at no charge if they paid the price of the tree This was a compromise as the trees are not warrantied as stated in our contract due to "loss due to acts of nature (e.ghail, tornado, insect damage, disease, fire, wildlife), owners or 3rd party damage neglect or damage (e.g inadequate watering, physical contact, etc.)" The home owner requested a different species of tree as a replacement because they wanted something that would not be so susceptible to drought and we offered different species that we had in stock and they refused it The offer that we gave them still stands if they would like the (1) replacement tree they were approved for on 6/11/prior to correcting the watering and the additional (3) planted and delivered at no charge if they purchase the tree itself and the dead (3) would be removed at no charge
Complaint: [redacted] I am rejecting this response because:Through both of our complaints there is a clear message that we followed the Front Range instructions on watering since the trees were plantedWe never said we watered every dayWe put 30-gallons on the Austrian pines every OTHER day and gallons on the Scotch pines every OTHER day which is what the instructions statedWe lost the trees because we followed these instructionsYes, we cut the water when the owner confirmed the trees are dying of overwatering and yes we sought professional advice which confirmed our suspicions we were overwatering but it was too lateNo further concessions, our demand stands as isThis business must honor its warranty obligations Sincerely, [redacted] ***
As previously stated the [redacted] ’s had the option of coming down to the nursery and picking out their own tree, as well as we offered to send images of the replacement tree that was tagged for them and [redacted] stated that they did not need to see images There was no need to follow up with the customer after the tree was tagged, as the tree was the best available 12’ Austrian Pine for their replacement, as well as, the customer was not concerned about seeing images of the tree or coming by the nursery to see the tree Therefore, the [redacted] s had ample opportunity to come down and see the tree if they wanted to be selective As for concerns on the shape of the tree, as each person’s body type is very different, every tree in the nursery will have different proportions for the same size and species We do our best to tag the most similar in shape, size as well as quality to what was lost to keep every customer happy, however, it is impossible to have two trees with the exact same shape, hence why we encourage each and every customer to tag their own treesAs far as scheduling The [redacted] ’s required that the tree be replaced on a Saturday [redacted] was doing her best to meet their request of a Saturday [redacted] and the customer had discussed Saturday planting and that she needed to work with the Owner to schedule an exact date and time When a Saturday came, [redacted] called the office asking when the tree was coming, however, since we had not called [redacted] back to discuss a specific date or time, she was not scheduled for that day Saturday plantings are very difficult for us to accommodate as they are not typical We then did confirm a date with her and had to reschedule due to circumstances out of our control We then got the tree replacement scheduled and installed on 7/18/2017, a TuesdayThe warranty is for a straight swap, like for like, a 12’ Austrian Pine died within one year and was replaced with a 12’ Austrian Pine with no out of pocket expense to the [redacted] s per the warranty Per the singed contract it is a one time replacement, therefore, being disappointed that there is no warranty on a perfectly healthy tree is unfounded We are extremely cautious that every tree that leaves our nursery is healthy, especially replacements After the tree was installed and the customer called with concerns and sent images we sat down with Hubert, who sold them the original trees He stated that the tree looked great and perfectly healthy and asked why the customers would be concerned about such a healthy tree The [redacted] s forfeited their many opportunities to come down and walk each and every tree on the lot to tag the particular Austrian Pine tree they wanted as their replacement and they declined and asked that we pick it out Then we offered to send images of the 12’ Austrian Pine tree to be tagged for them, that they also declined Asking for the common decency of a phone call to discuss the tree tagged, after we offered them these things in unfounded If the [redacted] s wanted to be particular, they needed come down to tag the tree, or they need to trust that we tagged the best available healthy 12’ Austrian Pine tree as their replacement
Complaint: [redacted] I am rejecting this response because:i was never offered to have the image of the tree sent to me I would have accepted that offered and declined the tree they picked and we would have come down in person to select the tree.I am not the one that requested Saturday delivery - they were since I lived out in [redacted] If that was the case I would not have accepted a Tuesday delivery! As for the tree being selected in April or May, I really doubt that since they had very full and healthy trees back in April and May of If they only had this kind of skinny and dieing trees in April or May of (which is prime time for planting) it would either put them out of business or make them sell the trees for a lot less than what I paid forI still stand that they picked the tree from left overs and did not tag the tree when asked After all it took quite awhile for them to get me on their schedule since I live "way out in [redacted] " Also with the first scheduled delivery I was indeed given a specific date from [redacted] just not a specific time When I called and asked for an ETA in the afternoon on that specific day [redacted] is the one I was talking to and she asked me who I had spoken to about it being delivered that day She was speechless when I said it was her and then gave me the excuse that since I was not given a time it did not get scheduled The way I see it is that [redacted] told me a date and did not get it on the schedule Point being even though trees like people come in all shaps and sizes there are a lot out there that can be grouped into categories One being sickly and another being full and beautiful I did not get a tree replaced in the full and beautiful category like I purchased instead I received a tree in the sickly category! Sincerely, [redacted]
On 6/11/Ms [redacted] and Mr [redacted] came into the nursery with the images of the 7’ Columnar Scotch Pine that had died At that point they told the owner they had been watering their trees every day, not every other day, i.ethe over watering that the owner told them The roots were not getting the opportunity to get oxygen with watering them every day It was at that time that the owner agreed to replace the (1) columnar Scotch pine that did not survive due to their error in watering and went over the watering instructions they received at purchase that clearly states the trees need to be watered every other day The owner made an exception to warranty this first tree as our warranty clearly states we do not warranty against homeowner error in watering He did this in order to correct the watering to allow all the remaining trees to thrive They tagged the replacement tree with the owner, which is still tagged for them in our nursery, and were offered another copy of the watering instructions They were instructed to follow our watering instructions as we would not warranty any other trees that were not watered properly.As previously stated they contacted us later in June to discuss the remaining (3) columnar scotch pine that were dying We attempted to work with the customer understanding that they lost several trees due to their error (at that time 4/had died) and we offered to cover the labor to plant new trees with a new year warranty and remove the dead trees if they purchased the new trees (species of their choosing) from our nurseryThe only time that we have discussed the Austrian Pines is on 5/22/when they sent an email stating that they were concerned about the [redacted] at the tips The [redacted] that they were concerned about was the new growth that had not yet pushed and candled At that time the tree was green and very healthy They were not aware of how the candle looked on a tree that is growing and this was explained to them We have never seen images since or had an opportunity to discuss the additional (2) Austrian Pines or why they died No attempt was made to contact us after the additional columnar Scotch pine trees were lost This all began because we warrantied a tree, which by their own admission they were not watering properly and was not covered under warranty due to improper watering, as laid out on the contract they signed However, the company’s’ owner made an exception in order to not only keep the customer happy but also to take the time to fix their watering to be sure that they did not lose any additional trees We continued to work with this particular customer when they lost the additional (3) trees by offering to remove the dead and pay the labor on the replacements if they simply covered the cost of the trees Since that conversation on the phone they have not contacted us stating they lost more trees or that they planned to purchase material as replacements from another nursery Now they are wanting to compromise by buying trees from another nursery and expecting us to pay for that, after we have gone above and beyond our warranty and contract to work with this customer We will not pay for the additional trees purchased from another nursery If the Austrian have also been lost, this customer lost out of the trees we installed which is further proof that the watering instructions were not followed or corrected, even after explicitly going over them on several different occasions with our professional staff By their own statement in the second reply “we reduce water supply to the trees despite the owners’ instructions” and in the first reply stating “we have sought other professional advice on watering” The customer admits they went from over watering, by watering every day, when they lost the first tree, to disregard of all of our instructions and professional advice to water how they saw fit, losing the additional trees They did not follow our watering instructions that have been proven by years of installations and high survival rates out of is not indicative of our proven method and evident by their statements it was not due to a un-heathy tree but rather disregard for watering instructions on these larger trees
Initial Business Response / [redacted] (1000, 6, 2015/08/07) */ I am responding to this complaint- againIn an email that was sent to Ms [redacted] on July 27, at 10:27am, Front Range Landscape and Nursery agreed to each of her requestsWe have agreed to replace the trees, in the Spring, with similar species and sizeBecause our work is largely weather dependent, both for receiving seasons and planting seasons, we agreed to have all the work done no later than [redacted] 1, but that we'd want to get it done soonerWe also agreed to a full one year warranty from date of planting in the Spring to that same date in Spring of I'm attaching a screen shot to prove that this was sent and when We believed this to be a very fair resolution to this dispute, two weeks ago Perhaps Ms [redacted] just needs to check her email? As this matter was resolved two weeks before this complaint was filed, we would like this complaint to not only be closed but removed from our Revdex.com history.' If there are any questions, please feel free to contact us Initial Consumer Rebuttal / [redacted] (2000, 9, 2015/08/20) */
Front Range Landscape and Nursery replaced (2) Austrian pine in the end of August with Colorado Blue Spruce as Front Range Landscape and Nursery did not have the size Austrian Pine in stock that the customer lost Ms [redacted] decided that instead of waiting for a new shipment of the same size Austrian that she would like to pay the difference for the more expensive (2) Colorado Blue Spruce When [redacted] was approved for the (2) replacements watering instructions were re-explained to her (copies were also emailed over to her for her records) and Front Range explained that she needed to be sure that the remaining (4) trees were properly watered as there is a one year warranty “with the exception of loss due to nature, owner or 3rd party damage neglect or damage (e.ginadequate watering).” (see attached signed highlighted receipt) The warranty only covers the trees if they are properly watered, it is the home owners’ responsibility to care for the trees and be sure that they are properly irrigated per the watering instructions we provide both at the time of purchase, published on the website, and every time a customer calls into the office [redacted] then began to be concerned about (2) additional Austrian Pine trees [redacted] spoke with [redacted] on the phone several times, explaining and re-explaining the watering instructions that had been emailed over to her It was evident that she was not following our instructions [redacted] explained exactly how these trees needed to be watered and explained that if she followed the instructions the trees would survive, he also explained that if she did not properly care for and water the remaining trees they would not be under warranty She continued to lose the additional (2) Austrian PineWhen a customer that have that big of a loss we always go out to the property to see how they are being irrigated and cared for, as that is what would cause such a percentage of loss On Thursday, 10/ [redacted] , with years’ experience with these trees and irrigation, went out to your property to inspect the irrigation system set up for the trees and to inspect the care of the trees to discuss the additional Austrian Pine that the customer was concerned about He inspected the irrigation system with her and found first hand that the system was not only turned off (not running) but the drip had leaks in the system that would affect the amount of water these trees would receive when functioning A tree cannot survive without water and proper irrigation The homeowner is responsible for the care of the trees after installation We do not warranty against negligence, as laid out in the contract that the customer signed, see attached highlighted signed contractFront Range Landscape has already replaced out of trees and we will not replace any more trees due to improper care There were a total trees that have been lost, Front Range Landscape and Nursery already replaced, and that are not cover under warranty per the signed contract
Ms [redacted] and Mr [redacted] first came in with concerns about one of their 7' Columnar Scotch Pine the beginning of June After the owner looked through the pictures with them and discussed what was going on with the tree it was determined that they were not properly watering the trees All purchases receive a very detailed watering instructions that need to be follow in order to get these trees to establish in our very arid summers We agreed to replace (1) columnar scotch pine on 6/11/that died due to this improper watering and went over the watering instructions in detail so that the remaining (3) that were alive at that time would begin to thrive A few weeks later they came back into the office with images of the remaining (3) that died It was determined that they had not corrected their watering schedule however, in order to work with the homeowner the owner agreed to remove the extra (3) trees that had died and plant (3) new trees of the home owners choosing from our nursery at no charge if they paid the price of the tree This was a compromise as the trees are not warrantied as stated in our contract due to "loss due to acts of nature (e.ghail, tornado, insect damage, disease, fire, wildlife), owners or 3rd party damage neglect or damage (e.g inadequate watering, physical contact, etc.)" The home owner requested a different species of tree as a replacement because they wanted something that would not be so susceptible to drought and we offered different species that we had in stock and they refused it The offer that we gave them still stands if they would like the (1) replacement tree they were approved for on 6/11/prior to correcting the watering and the additional (3) planted and delivered at no charge if they purchase the tree itself and the dead (3) would be removed at no charge
Complaint: [redacted] I am rejecting this response because:Through both of our complaints there is a clear message that we followed the Front Range instructions on watering since the trees were plantedWe never said we watered every dayWe put 30-gallons on the Austrian pines every OTHER day and gallons on the Scotch pines every OTHER day which is what the instructions statedWe lost the trees because we followed these instructionsYes, we cut the water when the owner confirmed the trees are dying of overwatering and yes we sought professional advice which confirmed our suspicions we were overwatering but it was too lateNo further concessions, our demand stands as isThis business must honor its warranty obligations Sincerely, [redacted] ***