Moon Valley Nursery, Inc.

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

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.

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

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

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

Though our larger trees come in various container sizes, they are priced by age, quality and condition.  Younger trees may be $299 - $399, while older, more mature trees may be $499, $799 or more, even though the container size is the same.  When comparing trees, based on the tree, (not...

the container that it comes in) we always guarantee the best value for like quality, age and condition.  Original prices are marked on container and grade is indicated by color mark.  Signs displayed indicate the carryout price after current discount. Thanks in advance for understanding and if there are any further questions, please reply via this forum provided by the Revdex.com.[redacted]Moon Valley Nursery

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

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

Our landscape division foreman, [redacted] met with Mr. [redacted] at his residence yesterday and addressed these issues.  At the time [redacted] left, Mr. [redacted] was satisfied with our action to resolve this issue.  If further action is needed, or there are any concerns, please reply via this Revdex.com...

forum.  [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

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

I see that you're in separate states and the difference being the CA attached to the end of the company name. However, through my research, I found that the AZ location is considered the parent (corporate, if you will) company. I'm through with dealing with the local entity, because there's proven to be no result; and unfortunately speaking, I, as the consumer do not see a distinctive separation between the two Moon Valley Nursery branches. Not to mention, the majority of the CA branches are either not registered with the Revdex.com or do not show up when I run a search for them on the Revdex.com website, hence defaulting the complaint to the parent office. In all fairness to the AZ branch though, I will be willing to remove the complaint if (1) this matter is resolved in a timely manner, or (2) you can direct me to the correct CA corporate office Revdex.com link so I can continue to pursue this. Though I do find it facinating that the first reaction is to defer this to someone else because "it is their problem, not ours" instead of genuinely working towards a viable solution. It's starting to come across like customer service throughout this company is one in the same and I'm beginning to see where it may all stem from. The CA company has apparently given up responsibility to my issue some time ago, if the parent company won't take responsibility now, then who will?

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 rate. We 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

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

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

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

Our landscape division foreman, [redacted] met with Mr. [redacted] at his residence yesterday and addressed these issues.  At the time [redacted] left, Mr. [redacted] was satisfied with our action to resolve this issue.  If further action is needed, or there are any concerns, please reply via this Revdex.com...

forum.  [redacted]Moon Valley Nurseries

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.
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 yard. Furthermore no concessions have been made they sent one crew out that fixed nothing. Further 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 reimbursed. Unfortunately 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,

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

Our management has been in contact and let the client know that we are issuing a $200 credit, plus examining options to help take care of the palm tree in question.  At that time, the customer indicated that they would be ok with retracting the complaint as long as we took care of our end of...

the resolution.  

Moon Valley Nurseries