Moon Valley Nursery, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
While the form was signed it was signed without knowledge that items had been broken and I had been lied to about the dirt being hidden in the side of my yardFurthermore no concessions have been made they sent one crew out that fixed nothingFurther I have voicemails from a manager at Moonvalley stating that they would take care of the issues and I could provide a receipt for repairs to the lighting damage and would be reimbursedUnfortunately on follow up my calls stopped being returned.This is a bad company either they do this on purpose or have very little oversight of there employees
Regards,
*** ***

Our landscape division is in contact with client At minimum we will reimburse for the timer purchase. *** ***Moon Valley Nurseries

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this
proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.we have received no response of any kind from Moon Valley
Regards,
*** ***

Regarding this issue, there was a previous incorrect complaint, the initial complaint was that we didn't provide materials as per original agreement Subsequently, it was determined and agreed upon by the customer that we had provided the contracted amount, but the client wished for more and
we provided at a discounted rateWe have made numerous trips to this job site to deal with client issues regarding maintenance mostly All weed fabric was installed as per agreement Small incisions must be made in weed barrier to allow trees and shrubs to grow through the fabric Sometimes weeds and grass can grow through these openings as well This is the case at the Buckner residence No landscape is "maintenance free"/ The landscape that we installed requires much less care and water than what was previously there and is typical of what is considered low maintenance in the industry The design was laid out with the participation of the customer and all that was contracted for has been delivered and installed properly At this point the issue seems to be the perceived level of maintenance required We will not issue any refunds as we've done our work to it's entirety and then some As this matter is not essentially a complaint but merely a perception of the level of maintenance required, I ask that the Revdex.com deem this complaint as outside of the purview of the Revdex.com
Thank you in advance for your understanding and if you have any further questions or concerns, please reply via this Revdex.com forum
*** ***
Moon Valley Nurseries

This is a [redacted] issue that was sent to the Arizona Revdex.com.  Our companies in AZ and ** are separate entities. Please remove from the Arizona Revdex.com complaint forum as this issue does not pertain to Moon Valley Nursery Inc of AZ.  We will address this issue directly with the client to...

resolve.  If necessary, she can contact Toni C[redacted], the [redacted] regional manager directly at [redacted]Thanks in advance for correcting this.John P[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

We definitely want to get a solution that works for all involved at this point. However, the state that this transaction took place in and the company are legally different than our Arizona operations. Nothing regarding this transaction or subsequent service took place in Arizona. The complaint should be closed in Arizona and refiled in California.  In the mean time, Toni Cruse, the California operations manager will be contacting you regarding this matter.  If you need to reach her, please call her at (323) 203-0717.Thanks in advance for your understanding.John P[redacted]Moon Valley Nurseries

The tree in question and other similar varieties are commonly planted in fairly close proximity to landscape features such as sidewalks, water features and pools. If trees are watered correctly and trimmed regularly and properly, the roots of all varieties stay manageable and contained. With slow,...

deep watering, these trees rarely cause problems.  In nearly all cases where any tree causes problems (in desert type soils), it's usually due to improper watering and the tree was never professionally / properly trimmed (allowed to grow wild and not maintained).  To be sure, for your specific situation, I will have our arborist schedule a visit with you to examine this situation and any other trees and plants on your property.  If possible, please mark where your pool will be located with marking paint before he arrives so he can see the distances. As a side note, at my previous home, I had numerous Ficus Nitida trees within 3 to 6 feet of my pool and never experienced any problems they were great for blocking the 2 story home behind me and they are clean and very easy to maintain. That was over 15 years ago and they're still there with no problems.  Please look for a call from [redacted] our in house arborist to schedule a visit.   [redacted]Moon Valley Nurseries

Our apologies about the late response, for some reason, Revdex.com notices have begun going into my spam folder. Historically, we've always responded to any customer service issues promptly.  We contacted the client this morning, confirmed and processed the compensation credit for $500 and our...

managers, Chris and Derek are visiting his home tomorrow to inspect entire job again. Thanks in advance for your understanding on this matter and if there's any further correspondence needed, please do so via this Revdex.com forum.  John P[redacted]Moon Valley Nurseries

I confirmed with our sales manager that the plants in question were replaced.  
If there are any further issues regarding this matter, please respond via this Revdex.com forum.
[redacted]
Moon Valley Nurseries

Our location manager, ** will be refunding this issue.  We've already left a message with the client and waiting for call back to get credit card number to refund to.If there are any further issues regarding this, please reply via this Revdex.com forum.[redacted]Moon Valley Nurseries

We've provided numerous trips, free materials and services to this client. His dogs are huge and wreck any sod in the area.  We put sod in on a daily basis and are sure that we know how to do this properly. We will not be making any further adjustments or give any further consideration to this client. We've 100% and then some, done our part. This matter stems from 2014 and should not even be considered an issue due to it being well beyond our warranty. This matter should be well beyond the purview of any type of Revdex.com actions and should not even be considered a complaint. In addition, for portions of the landscape outside of living plants, trees, etc (which are dictated through our terms and conditions). our warranty is one year from install, which places this complaint way beyond the warranty date for any materials installed. This matter has always been resolved and in no manner should be listed by the Revdex.com as an unresolved complaint. AZ ROC regulations are also that hardscape warranty is for 1 year from install date.  ROC info may be found at [redacted]Again, Thank you in advance for your understanding. John P[redacted]Moon Valley Nurseries.

In regard to this issue, initially, the customer signed off on the job being complete as ordered. Regardless, since then, purely for customer satisfaction, we've been in contact with the client and made adjustments according to clients issue with lighting and plant placement.  We've tried to...

reach customer to find out if this is satisfactory, but as of today, haven't heard back.  John P[redacted]Moon Valley Nurseries

We stand by our original response.  There was plenty of opportunity to resolve this (if the tree was actually damaged before leaving or incorrect) before the trees were planted. Nothing was brought to our attention by the landscaper picking up or the customer before planting.  Now that they are planted, they are not in a sell worthy condition.  For further reference, please furnish the name of the landscape company that performed the work and their [redacted] (contractor) license number.  We'll be glad to discuss with them the condition of and how the tree was handled and planted.Again, after checking with our nursery that supplied these plants we are confident that the correct specimens were loaded into a the landscapers truck.  As this is a situation where the landscaper is responsible for the order being delivered and planted, I'm going to ask that this matter be dismissed as outside the purview of the Revdex.com.  The landscaper who picked up made no note of any problems with the trees.  Also, the customer had an opportunity to refuse the selections with her landscaper before they were planted. Once the trees left our nursery, we have no idea how they got treated or possibly damaged, as we were not there.  We feel that this issue is the responsibility of the landscaper and would be up the that company to make compensation.[redacted]Moon Valley Nurseries

My apologies on the late response. For some reason Revdex.com correspondence has gone to my spam in box. Regarding this particular issue, the tree in question is well beyond our initial warranty period as it was planted in May of 2015. We'll still be glad to have our arborist examin the tree and offer a...

discounted replacement if needed.  Please contact our Arborist, LP O[redacted] at [redacted]. (no charge on the evaluation)LP will discuss options at that point. For any other questions or concerns, please reply via this Revdex.com forum.  John P[redacted]Moon Valley Nurseries

After checking with our nursery that supplied these plants we are confident that the correct specimens were loaded into a the landscapers truck.  As this is a situation where the landscaper is responsible for the order being delivered and planted, I'm going to ask that this matter be dismissed...

as outside the purview of the Revdex.com.  The landscaper who picked up made no note of any problems with the trees.  Also, the customer had an opportunity to refuse the selections with her landscaper before they were planted. Once the trees left our nursery, we have no idea how they got treated or possibly damaged, as we were not there.  We feel that this issue is the responsibility of the landscaper and would be up the that company to make compensation.Thanks in advance for your understanding.[redacted]Moon Valley Nurseries

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I will accept the replacement tree under the following conditions. I will "sign-off" on the agreement that this is the final replacement after the transplant while the manager or arborist is present and overseeing the transplant. I will come to the nursery to pick out a replacement tree and I will not sign anything releasing liability at that time. Upon an agreeably successful, proper, and per protocol transplant procedure that appears to not have disrupted the root base beyond a reasonable amount and in total appears viable the contract agreement releasing all liability and any further replacements will be signed. I would also like to visually observe B-1 Moon Juice being added to the 24" tree box before signing that I acknowledge it has been pretreated with B-1 Moon Juice on the transplant invoice.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
A representative of the Moon Valley company and one other person came over on a Saturday, they scrapped weeds and put on weed killer. The original person putting on the mesh to keep the weeds out, shortcutted, laying strands of mesh hap-hazardly over my yard, missing several areas. I was watching from the bedroom. A second representative came out, and supposedly "fixed" the first ones mistakes, but the weeds are growing in areas that should have been covered by mesh, and obviously weren't the first or second time.
As for the travertine, yes, the first representative did not use it all, and stopped with a small patio. I figured I couldn't fight it, so agreed to having more at an additional cost brought out.
There is still the problem of Four Dead Fruit trees, and Three dead cactus', one of which was scrapped out with the mess of weeds. 
I understand, the yard is not going to be completely maintenance free, but my goodness, it also should not be a jungle. I paid for the trees and cactus, it is not my fault they died, therefore, I expect them to be replaced, which is also stated they will be, in the agreement.
Regards,
[redacted]

Our final offer is to pay $200 for the broken light,  clean up misplaced dirt and deliver (at our expense) 2 tons of matching gravel to be spread by our crew while there to clean up the dirt.  This offer is more than fair to rectify this situation and we will offer no additional concessions.  Please reply via this Revdex.com forum if this is acceptable and we'll make arrangements to get this done.[redacted]Moon Valley Nurseries

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted],...

and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]