Waldbart & Sons Nursery

Complaint: [redacted] I am rejecting this response because: Alex explained their warranty to me on the phone as he stated This was the first time I became aware of this What incentive is there for Waldbart to replace a dead tree with a GOOD TREE when theyknow that if it dies, there is no guarantee/replacement This replacement tree obviously was not good The trees I purchased for the backyard made it through the winter - the replacement tree did not! Sincerely, [redacted]

I DON'T BELIEVE WE WILL BE ABLE TO COME TO A COMMON GROUNDI WILL HAVE A CREW COME OUT THE WEEK OF 8-21-AND REPLACE BOTH TREES WITH RED MAPLEOUR STANDARD WARRANTY OF YEAR AND REPLACEMENT WILL APPLYTHIS WILL BE YOUR ONE REPLACEMENT UNDER THAT WARRANTYI WILL HAVE THE CREW GET YOUR SIGNATURE AND A PHOTO OF THE TREES ONCE COMPLETEDWE WILL BE CALLING LOCATES THE WEEK OF 8-19-ONCE THE YARD IS MARKEDPLEASE EMAIL [redacted] @outlook.com to let her know and we will set up a specific day of the week of 8-21-

Attached is the estimate/ invoice for mrs [redacted] 's back yard treesUnder the note it clearly states our warranty replacement per varietyThis is a standard nursery practiceI do take exception to mrs [redacted] 's slanderous claim that Waldbart would replace a dead tree with another dead or unhealthy treeWaldbart is not in the practice of anything that decietfulAll stock is in excellent health and inspected routinely by the government prior to installation of any kindMrs [redacted] would not be in possession of the original warranty document since this was installed thru the builderBut this is the same implied warranty on all of Waldbart s documents Thank you

Complaint: ***
I am rejecting this response because: Alex explained their warranty to me on the phone as he stated. This was the first time I became aware of this. What incentive is there for Waldbart to replace a dead tree with a GOOD TREE when theyknow that if it dies, there is no guarantee/replacement. This replacement tree obviously was not good. The trees I purchased for the backyard made it through the winter - the replacement tree did not!
Sincerely,
*** ***

*** *** spoke with mrs.*** and explained to her that Waldbart Nursery's warranty is a one year one replacement warrantyHe also explained that the three addition trees that Mrs*** purchased were still under the one year one replacement warrantyBut unfortunately the previous tree
that was supplied by the builder was no longer under warrantyMrs*** expressed her disappointment to ***And *** told her that he understood her disappointment and explained our year replacement waranttyAs Mrs.*** said Waldbart replaced the origally builder supplied tree no question asked.

I DON'T BELIEVE WE WILL BE ABLE TO COME TO A COMMON GROUNDI WILL HAVE A CREW COME OUT THE WEEK OF 8-21-AND REPLACE BOTH TREES WITH RED MAPLEOUR STANDARD WARRANTY OF YEAR AND REPLACEMENT WILL APPLYTHIS WILL BE YOUR ONE REPLACEMENT UNDER THAT WARRANTYI WILL HAVE THE CREW GET YOUR SIGNATURE AND A PHOTO OF THE TREES ONCE COMPLETEDWE WILL BE CALLING LOCATES THE WEEK OF 8-19-ONCE THE YARD IS MARKEDPLEASE EMAIL ***@outlook.com to let her know and we will set up a specific day of the week of 8-21-

Attached is the estimate/ invoice for mrs***'s back yard treesUnder the note it clearly states our warranty replacement per varietyThis is a standard nursery practiceI do take exception to mrs***'s slanderous claim that Waldbart would replace a dead tree with another dead or unhealthy treeWaldbart is not in the practice of anything that decietfulAll stock is in excellent health and inspected routinely by the government prior to installation of any kindMrs*** would not be in possession of the original warranty document since this was installed thru the builderBut this is the same implied warranty on all of Waldbart s documents. Thank you

There must have been some miscommunication between *** and MrsT***I did look at the photos and make the comment that it was probably an over watering issue but I did go by and check the trees to be sureThere is a tremendous amount of research that we do to ensure the best possible outcome
for all of our plantingI can completely understand the disappointment that is felt when trees failAs a professional landscape, material grower, and installer I feel the exact same disappointment when my products fail from either neglect or natural disasterSometimes material just fails and that is why we have the one year warrantyWe have even introduced two types of growing methods to help combat thisThe first is a balled and burlapped tree and the second is a potted treeThe balled and burlapped tree we try to install between October and JuneThis type doesn't require a lot of water to establish itselfThe reasoning for this is that after we install the trees and shrubs it is usually followed up behind us with the sodded lawnUsually the sodded lawn doesn't require a lot of water to establish growth in this timeframeThe second is a light weight potted treeWe try to install this type in June through SeptemberThe reasoning for this is that the newly sodded lawn will need a tremendous amount of water to establish growthThis type of lightweight potting mix allows for more water to be applied and flow through the root structure of the treeWith every tree planting we attach a tree watering tag with instruction about which type of tree is being installedSo you can see I take very seriously our warranty and success rate for our plantingsUnfortunately sometimes the tree is over saturated and cannot establish new rootsAfter visiting the home owners home and checking the tree this was the case, it was over saturatedSometimes if caught in time the tree can dry out and establish rootsAnd this is why *** told the homeowner to stop watering to see if the tree could dry out but unfortunately it was too lateWhen trees are over saturated the soil then compacts and settlesAny voids under or around the trees settle giving the appearance of the tree being planted too deepThis is usually also why a tree is also crooked after the over saturationSince the top of the tree is heavy and the root structure isn't growing shear gravity will pull the tree to one side or the otherSome would say the answer is to stake the tree but the natural movement of the tree helps with growth when a tree is staked is hinders the natural movementWhen a new tree is installed and is watered properly the tree will start to produce rootsAll of this is taken into consideration when I make a site visitI do apologize if there was miscommunication and the homeowner thought that I didn't make a site visitI have revisited the notes that I have on the McBride service order at the time of the visitMy notes do reflect that the front yard tree didn't have any leaves but was heavily buddedAnd this tree at the time was over saturated as well

Complaint: ***
I am rejecting this response because:
I would not consider the issue to be miscommunication, as much as I would consider it bad communication from your company. Can you please advise when you came out to check the trees? My email chain does not state that you came out to check the trees, just that you viewed the photos and made your determination. Also, the voicemail that was left by *** did not state that the trees were inspected in person. Since this is a warranty issue, letting the customer know that the trees were inspected in person would have been something I would have ensured I let the homeowner knowPlease note, that I work from home every day. No one came to my door, nor did I see anyone in my yardI would also like to know how you inspected the trees? When I had another company come out to give me a quote on replacement, he physically moved the mulch off of the base of the trees with his hands to look at the roots of the trees. Prior to this, the mulch was untouched, as it had a compacted look since it was not fresh mulch. I feel as though you just typed up a lot of information on how to care for trees, shrubs and sod, but did not actually respond or provide any proof that you checked the trees in person. You did not speak to the slope issue that I mentioned. You included information on crooked trees, neither of my trees are crooked. To me, this indicates you did not come to my residence; otherwise there would have been no point to add this info, except to make it appear as though you didThe fact that you stated the front yard tree did not have any leaves, but was heavily budded is also incorrect information. This tree never grew leaves, nor did it bud, which I stated in the original complaint. I have multiple photos throughout the winter/spring months of my children playing, and they clearly show nothing ever happened with the tree, it was dead already.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
I would not consider the issue to be miscommunication, as much as I would consider it bad communication from your company.? Can you please advise when you came out to check the trees? My email chain does not state that you came out to check the trees, just that you viewed the photos and made your determination.? Also, the voicemail that was left by *** did not state that the trees were inspected in person.? Since this is a warranty issue, letting the customer know that the trees were inspected in person would have been something I would have ensured I let the homeowner knowPlease note, that I work from home every day.? No one came to my door, nor did I see anyone in my yardI would also like to know how you inspected the trees? When I had another company come out to give me a quote on replacement, he physically moved the mulch off of the base of the trees with his hands to look at the roots of the trees.? Prior to this, the mulch was untouched, as it had a compacted look since it was not fresh mulch.? I feel as though you just typed up a lot of information on how to care for trees, shrubs and sod, but did not actually respond or provide any proof that you checked the trees in person.? You did not speak to the slope issue that I mentioned.? You included information on crooked trees, neither of my trees are crooked.? To me, this indicates you did not come to my residence; otherwise there would have been no point to add this info, except to make it appear as though you didThe fact that you stated the front yard tree did not have any leaves, but was heavily budded is also incorrect information.? This tree never grew leaves, nor did it bud, which I stated in the original complaint.? I have multiple photos throughout the winter/spring months of my children playing, and they clearly show nothing ever happened with the tree, it was dead already.?
Sincerely,
*** ***

[redacted] spoke with mrs.[redacted] and explained to her that Waldbart Nursery's warranty is a one year one replacement warranty. He also explained that the three addition trees that Mrs. [redacted] purchased were still under the one year one replacement warranty. But unfortunately the previous tree...

that was supplied by the builder was no longer under warranty. Mrs. [redacted] expressed her disappointment to [redacted]. And [redacted] told her that he understood her disappointment and explained our 1 year 1 replacement warantty. As Mrs.[redacted] said Waldbart replaced the origally builder supplied tree no question asked.

Attached is the estimate/ invoice for mrs. [redacted]'s back yard trees. Under the note it clearly states our warranty 1 replacement per variety. This is a standard nursery practice. I do take exception to mrs. [redacted]'s slanderous claim that Waldbart would replace a dead tree with another dead or unhealthy tree. Waldbart is not in the practice of anything that decietful. All stock is in excellent health and inspected routinely by the government prior to installation of any kind. Mrs. [redacted] would not be in possession of the original warranty document since this was installed thru the builder. But this is the same implied warranty on all of Waldbart s documents.  Thank you

Complaint: [redacted]
I am rejecting this response because:  Alex explained their warranty to me on the phone as he stated.  This was the first time I became aware of this.  What incentive is there for Waldbart to replace a dead tree with a GOOD TREE when theyknow that if it dies, there is no guarantee/replacement.  This replacement tree obviously was not good.  The 3 trees I purchased for the backyard made it through the winter - the replacement tree did not!
Sincerely,
[redacted]

I DON'T BELIEVE WE WILL BE ABLE TO COME TO A COMMON GROUND. I WILL HAVE A CREW COME OUT THE WEEK OF 8-21-17 AND REPLACE BOTH TREES WITH RED MAPLE. OUR STANDARD WARRANTY OF 1 YEAR AND 1 REPLACEMENT WILL APPLY. THIS WILL BE YOUR ONE REPLACEMENT UNDER THAT WARRANTY. I WILL HAVE THE CREW GET YOUR SIGNATURE AND A PHOTO OF THE TREES ONCE COMPLETED. WE WILL BE CALLING LOCATES THE WEEK OF 8-19-17. ONCE THE YARD IS MARKED. PLEASE EMAIL [redacted]@outlook.com to let her know and we will set up a specific day of the week of 8-21-17.