Moon Valley Nursery, Inc.

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,

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 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

an arborist already came and looked at it and offered a discounted tree, I already paid 1000 for this tree plus 175 for crane to bring it, could not get a response from Moon Valley when I complained immediately about it not looking so great and when we did get a response several months later we were told don't worry it will be fine just give it a year and it will fill out. I feel moon valley purposely put off addressing this tree at our first complaint to make sure the warrant period expired and it took us practically begging to finally get someone to look at it, so honestly offering me a discounted tree is an unacceptable solution, I think I will just spend another bunch of money for another sick tree and they will just dance around it again.

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

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

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,

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

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?

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,

On 03-31-14 I drove to Moon Valley Nurseries and after consulting one of the employees about 2 new citrus trees we have planted and problems with the wimpy leaves on our greatfruit tree, she suggested I use moon dust and only one cup per tree and months later reapply. After purchasing the 20lb product trusting their expertise and on the way home I realized that a 2 cup application would take me about 4 years to use the product. I had to return to work and after work I returned the product un-opened and was refused a refund because the employee said "Its illegal to return chemicals in Arizona." and all sales are final. If I had known this before the purchase I would not have purchased such a large amount. I have called [redacted], [redacted] and [redacted] and they take returns on chemicals with un-opened product and reciept. The entrance from the plants and trees on the south side of the store office did not have signs stating that "All sales are final." I feel this is deception after the fact and not being up front about the conditions of the sale its self.

I posted a previous review when I received a broken tree, and Moon Valley originally refused to replace it. Since then, the manager contacted us and they have now replaced the damaged tree with a good one.

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

[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

Hi,
 
Yes, Moon Valley has come out numerous time to repair the grass. The grass still has not been fixed. The issue started in 2014 and still continues today. In July 2016 Moon Valley sent a work order to fix it and was not complete. I even called Sal to let him know what was happening. Joe was sent over and agreed that there is an issue. Sending individuals over to fix and not done properly does not constitute a completed job. As stated before, the issue was originally reported in 2014 and I continued to report the issue over and over through today. I have attached the last work order to show that they were planning on fixing but was not successful. I was told 4 tons of sand was used to the attempt for fixing. Joe said that was not enough and should be closer to 20-24 tons of sand. 
I know that I am repeating myself, however I want to make sure that the understanding of the issue was identified within the warranty period and still continues for 2 years. The work order was semt by Sal and I signed and returned back to Moon Valley Nursery. This shows that the issue still existed in July.
I am requesting that the case be reopened and identified as a complaint against the business until a remedy is identified.

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

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 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

I recently hired moonvalley to do landscaping in my backyard consisting of pavers in a seating wall. It took the salesman 2 weeks the schedule me for a date that was now 5 weeks out from that point, but of course they take full payment upfront. At the five-week mark no one showed up for the job. After calling several supervisors someone was sent to my residents to explain that the job sold could not be produced. I was advised the salesman was fired for lack of ability. They offer to remedy the situation by discounting additional services and I agreed to give them a second chance spending more than triple my original project amount. Or week later no one showed up. It was told someone would show up the next week for sure this time and again no one showed. I contacted a manager and requested a refund. I was advised that a check would be issued from corporate. A week after canceling the job I received a message from the original project manager asking when we could start the project.

There is clearly a lack of basic communication skills within the structure of this company and the overall lack of accountability is disappointing. For an established company they still lack basic business skills. I would not recommend utilizing their services.

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