Moon Valley Nursery, Inc.

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.we have received no response of any kind from Moon Valley

Regards,

We did respond to this.  The trees were discounted and thus not eligible for the offer.  No further discounts can be given in this case.  Thanks, John

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

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

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.

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]

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.

Moon Valley measured what they installed.  The installation may have met or exceeded the contract, however, the contract was not specific in design with no dimensions or measurements only a total square footage and was not satisfactory and did not meet our specifications as originally discussed with Moon Valley.

Moon Valley has agreed to correct the error in design and in their measurements.  In addition, Moon Valley attempted to re-charge us for work that had already been completed.  They have since recinded / corrected the invoice to the mutually agreed amount.  We have agreed to pay 1/2 of the fees for the additional work that had been originally requested at the initial meeting with Moon Valley.

Once the additional work has been completed to our satisfaction, we will at that point recind or state our complaint is resolved not before.

Regards,

I ordered and paid $3000.00 to replace the spaghetti line with PVC irrigation in my yard.

The installation was poor, with immediate major leaks, broken pipes and flooding. It took some work but they came out and replaced the broken pipe. They couldn't find the source of the other leaks. After many phones calls to them, I finally got a manager to address my complaint and came out to look at the problem. They find the wrong emitters were installed. For the 3rd time a person was sent out to replace those as well. They didn't properly take care to fix the front. Months later (well within my warranty), leaks are reappearing, spaghetti line and emitters are sticking up and sitting on top of rock because they weren't sufficiently buried to begin with.

I again called to speak to [redacted] the supervisor in charge of Landscaping. I told him what the situation was and all I heard on the other end was screaming at me. He refused to do anything about the ongoing issues. I now have to pay other people to fix all these issues.

Moon Valley Nursery Landscaping Division is unprofessional, offers very poor customer service and over charges for shoddy work and bad product. NO ONE SHOULD EVER WASTE THEIR MONEY ON THIS COMPANY!!!!!!!!

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

I don't know who Mr. P[redacted]s as I have never spoken to him, but he has clearly been misinformed by MV staff. I never signed off that the job was complete as ordered. As previously stated, the problems began the first day of the job and have continued since. I have spoken to many people at MV and have continuously received promises that were never kept. So I no longer care to speak to anyone at MV as they have made it clear that they cannot complete the job they promised. At this point, I still have faulty irrigation that is leaking uncontrollably in some places and not at all in others, a tree with no irrigation, and damaged plants that were not replaced. Of course I do not want MV to attempt to repair these problems as they have been to my house on multiple occasions and never get it right. The last time they were at the house they promised to lay some lights for me to check. If OK, they would THEN permanently install them. They never came the day they promised, but showed up 3 days later when I was not home and permanently installed lights without my prior inspection. So at this point I need to have someone competent to repair the entire irrigation system that MV installed improperly and replace the damaged plants. As such, I would like a refund of $2000 so that I can get this done.

the trees were not discounted I actually paid for the trees more than I would have paid somewhere else. Not buying here anymore

Around April of 2012, I purchased what was originally advertised as a "Chilean Mesquite" tree and a "Desert Museum Palo Verde" tree from this business. I planted and fertilized both trees and watered both regularly, and since that time the Palo Verde has grown strong and tall to about 20 ft high. The Mesquite tree has never grown higher than its original height, save a stray branch or two that got up to about 6 ft high. Both trees have been "babied" and watered regularly over the last 2+ years on the same schedule. Within the last 5-6 weeks, after all this time and work, the Mesquite tree died suddenly. I called Moon Valley and they said bring a sample (dead branch) and pictures and they would "see about getting me a replacement" which I construed as getting a new tree for free. I went down there and talked to a young lady who was a certified arborist, who talked to a young man who I believe was a manager or something. He said he would give me "half off" to $200 for a new 24in box tree which was a bigger tree than I originally purchased, but they would not remove the old dead tree, or deliver the new one, or "stake" the new tree without charging me fees which would have brought the total, including the "half off" to well over $400. I balked at this, because [redacted], another local nursery, will deliver, plant, fertilize and stake 2 new 24in box trees for $550. I am very frustrated with Moon Valley's wheeling and dealing style and I want them to at least refund my original purchase for this defective tree which was about $80 (they can look up the exact price in their computer). Their response to my complaint was petty and ridiculous. Avoid this business: go to [redacted].

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

The only reason they got the 1 star it's because 0 is not an option. They took over 3 months to finally complete our yard which was not a big project by any means. After the initial purchase of plants and trees on the 7/5/2016 which was to be planted 2 weeks later, they finally sent the supervisor to only LOOK at the yard 3 weeks after purchase which he took note of what we wanted, which one VERY specific request that the landscape wasn't made flat but with mounds. They never showed up in the time frame which was suppose to be 2 weeks after they LOOKED at the yard to install the sprinkler. I called...."oh sorry we forgot to put you on the schedule". 1 more week ...OK sprinkler finally install. Then they came for the dirt and stones to shape the molding and prepare for planting ......one problem they made it flat! I called the supervisor he assured me that the issue would be corrected when they do the planting. NOT !!!!! again late for planting, they finally made it......the issue!?!? Guess what not corrected and then the passing of the buck started pointing fingers on who's job it was to shape the beds. Called the supervision inform me "I forgot to put it on the contract....it took 3 times and me calling because nobody showed up no one called inform me of delay. Finally the mounding was done 2 months 1/2 which was promised to be completed after 2 weeks. A few days later I noticed some plants were wilthering...they didn't program the sprinklers, some plant perked up after the water started. Some died. I went to Moon directly to explain the 2 shrubs dying ....they told me to choose their replacement which I did. 1 week later they were planting the new one.....they were not the one I have pick out...1 actually was already half dead....what do we have STUPID written on our forehead that we wouldn't notice?????. Call yet again... "oh I didn't put the plant you chose on the truck they did that themselves and picked them out" WTH. This week on Oct 13th should be hopefully the last time I have to deal with these people. The plants are guaranteed for 3 months .....a chunk of 2 months was taken away because of their farting around. The price of the sprinkler system and planting minus the trees and shrubs was suppose to be $2,000. Ended up costing us $3,900 without changing anything....shouldn't surprise you at this point obviously the left hand does know (or doesn't care) what the right does. All and all save yourself a lot of aggravation, money and time hire any other landscaping but this company. My conclusion is that they are getting too big of a company not caring for their customer, which the information gets lost easily. They are good company to purchase plants, shrubs, and trees...... salesmen.... but that's the extant of it

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

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

I've literally never had worse service from any company in my life. For $3500, the cancelled/change dates several times, brought us the wrong plants, planted some in wrong places, never did a walk thru of what should be done after our order, and have now not responded to about a dozen calls/text over the course of a couple months. Go ANYWHERE else for landscaping service.

[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

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