ComplaintsforMoon Valley Nurseries

• Initial Complaint

  06/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  What I paid for and what I received did not match what I was quoted, I never received an itemized receipt to be able to question the smaller mixed sizes that were added

• Initial Complaint

  01/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Moon Valley Nursery sold me a defective Navel Citrus Tree. I purchased it from their ********************** Rd. location. Receipt shows cost of $450, for a "Orange Nav", transaction #****** on 2/12/21. I also purchased a 24" box lemon and 24" box lime tree, (along with other plants). How would you know it was defective when you plant it?? They all looked about the same at the time or purchase. Well after the first Year, the other two trees were growing well. This tree was not.I called on July 21, 2022 and spoke to ***** and ******. They both said best they could do is allow me to purchase another tree for the same price. I thought, will give it a bit more time and see how it does. All three trees get same water and fertilizer. Well... this fall, the tree had oranges and after getting mature I tried it. It was not good, and had no navel. The tree is still about the same size as originally planted. I have no clue what this tree is, but It is DEFECTIVE. I want my money back, or for Moon Valley to come plant a replacement tree.

• Initial Complaint

  10/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 4/16/22 I purchased 2 windmill palms for ($600.00 ea. $1200.00 total from moon valley nursery. I called them on 10/29/22 and said 1 died, a salesman said he couldn't do anything because it was over the couple day time limit and they didn't plant them. For one thing you won't know in a couple of days if it's going to live or not. I'm an arborist and know how to plant them. I call BS.

  Business response

  11/01/2022

  I have called and offered a replacement tree even tho we didnt plant these trees.  I have offered a replacement that customer can pick up anytime. Client will come pick up soon. Has my direct line for contact anytime.  

  Customer response

  11/01/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  06/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased an avocado tree in a 5-gallon pot on 3/18/2022 from Moon Valley Nursery, **************************************************, California *****. They charged $399.99. I did not take delivery until 4/20/2022. When I picked up the tree the leaves were ***** and dirt dry. My gardener planted the tree the same morning. The tree never produced any new leaves despite watering every day and caring for the tree as directed. I contacted the sales agent, ********************* on June 7 and texted him a photo of the tree with the dead leaves. He suggested buying Moon Valley Nursey Vitamin B product. My ******* came to service the yard on June 8th and he said the tree was dead. I conducted an online search for another tree and found the price for an avocado tree on a 5-gallon container range from $58.75 to $160.00. On June 20th, I called Moon Valley Nursery and spoke to Dallin. ********************* was on vacation. I explain the situation and texted him a photo of the tree. He offered to settle by charging me $200.00 for a new tree. I told him the $399.99 is a rip off as a tree in a 5-gallon container at the nurseries is around $60 to $100, and $200 is also a rip-off. And, I said, I believe the tree was not cared for between March 18 and April 20th when I took delivery. I asked Dallin about a warranty. He said they only warrant if they plant the tree. He said the cost for them to deliver and plant the tree is $500.00. I replied, this is outrageous. He said thats the best he could do. I told him Ill file a complaint as they are ripping off the public.Resolution:Dallin offered to charge me $200.00 for a new tree. I want a $200.00 refund to the credit card use in the purchase.

• Initial Complaint

  05/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We picked out all of our trees at Moon Valley Nursery (****************************************************** *****). We were scheduled to receive the trees on August 21st. We received a call that "someone didn't show up for work" and we had to reschedule to Sept 1st. They came a day early to dig holes. They dug the palm tree hole in the middle of the walkway to the pool equipment. The crew showed on Sept 1st, and while they were digging a pipe burst, and water was filling up all of the holes. I turned the water off, the ************* Manager didn't know how to turn it off. Then they load up all of the trees and took them back. The trees that they planted, were not the ones that we picked out months ago! We had our names on our trees and the tags were not on them (probably due to the delay). I called every day for 4 days and it goes straight to voicemail. We had huge pits in our backyard for weeks. We called the designer numerous times and two weeks later he responded. When they came back to plant the palm tree, the crew was jumping up and down on the root ball of the palm, we were furious b/c that can't be good for the tree. We had the Crew Manager called her boss, and he commented that was not standard protocol. When they planted the palm tree, I mentioned the hole is too far back and they put it in anyway (still blocking the pathway). One Oleander tree was two feet shorter than the others with a massive eyesore of a pole (b.c they weren't the ones that we picked). The 6 Oleander Dwarf pink bushes blossomed this year, the wrong color, red. We have one dead Oleander tree (in less than 7 months) and two others that are sickly and crooked. Two out of two Birds of Paradise died. Overall we spent $10,516 on sad trees.They responded to my 5/3 ****** review "We have reached out to the Leadership Team at our Pond Springs Nursery and have asked them to follow up with you directly. We look forward to resolution & appreciate you brining this to our attention!" they have not followed-up.

• Initial Complaint

  03/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased an Avocado tree for $2,058.57 with the final payment made on 3/20/21 and it was delivered and planted by Moon Nursery on 4/10/21. When it was delivered it had no leaves and never grew a full set of leaves and it died a few months later, despite caring for it exactly as instructed. I purchased an extended warranty which allows for up to 2 replacement trees from the date on planting. Moon Valley has not been able to deliver a replacement tree despite indicating that they would do so on 2 separate occasions in July and September of 2021. I was informed that a replacement had been located on January 15, 2022 but it has not been delivered, nor have I received an update regarding a delivery date. To date, Moon Nursery has been unable to provide me with a replacement tree. I have requested a refund from the General Manager, ***********************, and have been denied. I have attached documents related to the purchase and Warranty as well as pictures of the tree when I purchased it, when it was delivered and the current dead tree. I have text messages from Moon Nursery indicating the plans for delivery of a second tree which has not occurred to date, if you need this information.

• Initial Complaint

  01/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  bought 4 citrus trees as a gift for my partner. Scheduled a delivery window with MOON VALLEY NURSERY. They were early and refused to wait and honor our scheduled time.They planted the trees in obviously terrible places we did not want and ignored where we prepared the ground.They refused to relocate.One tree died. That tree was about 2k.They put it on a hill. Where goats and people could disturb it.The other 3 they placed on the fence so the roots cant grow. They will grow off property for animals and people to take and the animals are destructive. We have done everything to care for them.We have called and called and emailed and emailed MVN.We have done everything to try to get MOON VALLEY NURSERY to honor our contract and warranty. They refuse. They will not comply with law or act with decency.They have no phone numbers that they answer. They have failed to respond to dozens upon dozens of emails.Google MVN customer service and you get ************ you get some dudes message saying he isnt by the phone. Says nothing of MVN or how to get in touch.Try their general number, in 10 months we have not been connected to the location that failed to provide quality service and owes us a tree and relocation of trees.When you wait on their terrible time consuming automated system, and follow prompts- usually you are on long hold times and then disconnected. IF you get someone on the phone they are rude, surly, insulting and refuse to provide customer service and replace the tree they killed and planted with poor assesment.They hang up calls or put you on hold and dont come back.They have had ample time to correct their mistakes and honor their contract. Let alone be decent human beings.In lieu of going back in time and never ever working with them,We want our tree replaced with a tree that would be mature from the time of purchase. We want the other trees properly located. Thank you

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