Complaints

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• Initial Complaint

  Date:05/19/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had 5 *********************** and 18 Arborvitae trees planted in April 2020. The Crape Myrtles stopped growing about 2 years ago despite regular maintenance so I had 3 of them removed in April 2024. Unfortunately the installers left the metal cage around the root ***** which likely stunted the growth.Calls and emails to MetroGreenscape have been ignored.

  

  Business Response

  Date: 05/24/2024

  *******,

  We are sorry to hear that two of your Crape Myrtles did not grow as expected. MetroGreenscape has a one year warranty on most trees and shrubs. Your warranty would have expired in April of 2021. As far as the wire basket being left on your trees we leave the wire baskets on balled and burlaped trees to keep the integrity of the root ball intact. Many studies have shown that there is no impact to the plant when left in the wire basket. Removal of the wire basket during installation can cause the root ball to crack and break resulting in the plant dying. Regarding any unanswered calls or emails we have no records indicating such. If you have any additional questions please call our office at ************ and ask for **** and I will help to answer any additional question and I can provide you with a discounted quote to replace your trees that would come with a new one year warranty.

  Thank You,

  *********************

  Customer Answer

  Date: 05/24/2024

   
  I am rejecting this response because:

  I researched the topic and found that if the basket is left it should be adjusted to allow for growth.  Please share the research related to installing the trees without making modifications to the basket.

  Ive attached a screenshot of the email sent on 4/8. 

  
  

  

  Business Response

  Date: 05/30/2024

  *******,

  The information on the internet can be found to support your claim as well as mine. Crape ******** roots are small and very invasive. A wire basket would not restrict growth like it potentially could in larger tree species. I am sorry that 3 of your Crape ******* did not do well but we did not preform the assessment on the struggling trees. It sounds like you had another company replace or assess these trees and we were not given an opportunity to do the same. Sending a picture of the wire basket without showing the impact that it may have had on the root ball or the actual tree itself doesn't show me if the tree was struggling or dead. As far as your email screenshot, In searching your email address, the email went to our quarantined email list labeled as a phishing email. I would have had no idea that your email was sent without you providing this today. I am sorry that we did not receive your email and I am happy to meet in person to discuss if you would like. You can email me at ******************************* or call the office at ************ to arrange a time to get together.

   

  Thanks,

  *********************