Yorkville Hill Landscaping

Initial Business Response / [redacted] (1000, 5, 2015/06/29) */ Yorkville Hill Landscaping completed a project for [redacted] on July 7, Our policy is to warranty plants for one year with a few exceptionsThose exceptions are listed in our terms and conditions that are included on every quote that is given to our customersIn our terms it states the following regarding plant material: "Provided plants receive reasonable care and water, and account is paid in full, we guarantee to replace any plant that fails to survive for one full year from the date it was installedSeed, sod, annuals, roses, perennials and transplanted material are not guaranteed." This spring, the [redacted] found that five shrubs had not made it through the winter and called us to request replacementsAt that time, they did not indicate what type of shrubs that had not survivedThe first call about the dead shrubs was very early in the springThat early in the spring, not all plants have started to come back yet from winter, especially roses, as they come back in late springDespite that, we passed the message to their salesperson ***He would stop by their house when it fit into his schedule and look at the dead plantsUnfortunately, they called during our busiest time of the season and [redacted] was not able to make it to their house to look at the plants as quickly as they had hoped, so they called againTo the best of our recollection, they called our office between 2-times regarding these dead shrubsOne of those calls when Mrs [redacted] called our office, she spoke with our office manager ***From the description of the shrubs that Mrs [redacted] gave ***, she figured that they might be roses which are not warrantied [redacted] told Mrs [redacted] during that call that perennials and roses are not warrantiedBut she also told Mrs [redacted] that [redacted] would stop and take a look at the plants in question to verify if they were roses or not [redacted] did stop out and look at the plants within the next few days after ***'s conversation with Mrs [redacted] He did verify that the plants were rosesHe sent an email to Mr [redacted] on May 30, explaining that the shrubs in question were roses and that we do not replace rose bushes per our company policy A few days after [redacted] sent that email, Mr [redacted] stopped by our officeHe claimed we had not contacted him [redacted] explained to him again that roses are not warrantiedAlso, we produced the copy of the email that was sent to him explaining that the roses were not warrantiedHe expressed his displeasure regarding this issue at that time We strive to do the best thing for each of our customersWe do our best to recommend installing plants that we know thrive in this area and are hardy enough to withstand the Midwest wintersWe install the same type of roses that were installed at the [redacted] in many of our projects, and we rarely have to replace themIt is unfortunate that the roses we planted at the [redacted] s did not survive, as we are not able to replace them at no charge per our company policy Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this responseThe customer service I received from Yorkville Hill was horribleI specifically told [redacted] not to plant anything that was high maintenance or that needed to be replaced every yearHe also guaranteed his work and said that if ANY of the plants/shrubs did not survive the 1st year, he would replace them free of charge since his work comes with a year warranty Unfortunately we trusted his word The only thing we can do is move on and make sure everyone we know does NOT do business with them As a business owner I would do my best to not get a customer upsetEspecially over a couple dollars worth of plants