Moon Valley Nursery, Inc.

There appears to be a discrepancy with this issue.  Initially, we performed all work as ordered on our invoice.  At the time of completion, the customer agreed and signed his agreement that the job was complete to his satisfaction (see attachment - jobsite complete form).  Also, our...

staff has made numerous concessions including removal of excess soil, help leveling side yard at clients request and extending current drip system to the trees we planted... all at no additional cost.  These concessions are normally paid services.  While at the property, our staff pointed out that the current drip system was not functioning properly and in fact leaked before we worked there.  Also, the valve box was faulty as well.  Bottom line is that we went above and beyond at this job to make the client happy.  Based on the signed jobsite complete form, the customer also agreed that this work was satisfactory. Our foreman pointed out that the irrigation system was not functioning properly even before we arrived and no damage of lighting was mentioned on the jobsite complete form.  Therefore we will not provide any additional refund at this time and wish to have this complaint removed from Revdex.com files or classified as a non issue. [redacted]Moon Valley Nurseries

Regarding complaint: [redacted]On this issue, we were to remove a tree and plant a new tree in proximity to where the previous was removed. This is listed on the tree service invoice. (invoices attached) The client did not pay for stump grinding which is a separate charge due to...

different machinery and labor needed. Unfortunately, we can't plant where a stump is still in place. The invoice clearly states proximity planting and "no stump grind" is noted on as well, lower on the invoice. At this point, we have 2 options here to complete this work. 1. Plant tree near where other tree was removed, but safely away from the stump that's still there (as per original agreements)  or 2. pay for stump grind (complete grind) so that new tree can be planted at exact location of previous one removed. We'll be glad to complete either option, but won't be issuing any compensation refund or additional discounts as we completed our portion of the work as agreed. Thanks in advance for your understanding on this matter. John P[redacted]Moon Valley Nurseries

My apologies on this being a little late, however, I never received a first notice. The complaint has since been resolved. Per verbal agreement with the customers, we completed their order on March 17. Please see attached job complete as ordered form signed by the customer. As of this point, we...

consider this matter completed. If there are any further issues regarding this complaint, please respond via this Revdex.com forum. John P[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. Thanks in advance for your understanding.

Prior to receiving this complaint our store manager had already offered to replace the trees in question for one final time at Moon Valley Nursery's expense.  This will be a final replacement as our warranty policy grants 1 replacement tree for a tree deemed not viable, during warranty period....

 This is beyond the first replacement, but we are are getting this scheduled as we speak.  Our manager will try to be present at planting, schedule permitting.  We are asking that the customer come to the nursery so select the trees for replacement and sign off in person,  that they agree that this will be final replacement offered.  [redacted] is our store manager there and he will be handling this situation.  If this reconciliation is acceptable, please reply via this Revdex.com forum and thanks in advance for your understanding.[redacted]Moon Valley Nurseries

Moon Valley Nursery is agreeable to this resolution.  Please contact [redacted] at [redacted] to make all necessary arrangements.Thanks, [redacted]Moon Valley Nurseries.

This complaint is filed in Arizona for a California business and should be removed from the Arizona files regarding Moon Valley Nurseries.  The business' has the same name but operates as a separate company in California. We will have our staff at our California companies looking into this,...

however, it should not be on record as a complaint against our Arizona operations that fall within the Arizona Revdex.com's area. Moon Valley Nursery Inc. is the official Arizona company. Moon Valley Nursery of Ca Inc. is the official name of the California company. Thanks in advance for helping in this matter.  John P[redacted]Moon Valley Nursery AZ

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]

[redacted] I returned from holiday vacation today and confirmed with our landscaping division that all of Ms. [redacted] complaints were addressed and corrected as needed. We have heard nothing back from her since doing that so it is assumed that this issue has been corrected satisfactorily. Feel free to contact me regarding this issue if needed.Thanks, John P[redacted]Moon Valley Nurseries

[redacted], our [redacted]. location manager has met with the client and trees in question have been replaced to the satisfaction of the customer.[redacted]Moon Valley Nurseries

We are currently in contact with this client. [redacted], or Tatum manager will personally visit the jobsite to inspect.  2 Cypress will be replaced ([redacted] checking to make sure they match). Free tree or similar value credit will be honored.  Refund amount as agreed to is, or already has...

been processed as of this email.  If there are any further issues, [redacted] will be glad to handle or reply via this Revdex.com forum. Customers are our most important asset and this is not typical of how we transact our business.  Our apologies in the poor follow up during this process.[redacted]Moon Valley Nurseries

My apologies that our landscape department hasn't reached you regarding this issue.  Attached is a screen shot of the initial complaint with the desired settlement circled.  I have received no other attachments or emails with any additional requests.  At this time, please let me know if there are additions to the desired settlement via this Revdex.com email forum.  Also, I will be discussing this matter with our CFO who oversees the landscape division.[redacted]Moon Valley Nurseries

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,

After reviewing this job site, the paver area in question was remeasured with the customer present and determined to be correct as per the original invoice.  The customer has agreed to purchase additional pavers to expand to the area that they desire.  The customer also indicated that...

they'd like to rescind their complaint to the Revdex.com.  Since this issue was correct from the beginning, it should not be recorded as a complaint against Moon Valley Nursery. If there are any questions, please reply via this Revdex.com forum for complaints.

Thanks in advance for your understanding.

Moon Valley Nurseries

Regarding complaint: [redacted]

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On this issue, we were to remove a tree and plant a new tree in proximity to where the previous was removed. This is listed on the tree service invoice. (invoices attached) The client did not pay for stump grinding which is a separate charge due to different machinery and labor needed. Unfortunately, we can't plant where a stump is still in place. The invoice clearly states proximity planting and "no stump grind" is noted on as well, lower on the invoice. 
At this point, we have 2 options here to complete this work. 1. Plant tree near where other tree was removed, but safely away from the stump that's still there (as per original agreements)  or 2. pay for stump grind (complete grind) so that new tree can be planted at exact location of previous one removed. 
We'll be glad to complete either option, but won't be issuing any compensation refund or additional discounts as we completed our portion of the work as agreed. 
Thanks in advance for your understanding on this matter. 
John P[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.

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.

Our arborist, on 9-7-16 inspected this and determined that we would replace the tree.  Client was to come in and select new tree. This matter has been resolved. If there are any further questions, please reply via this Revdex.com forum. 
 
Thanks, 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