ComplaintsforSierra Vista Wholesale Growers, Inc.

• Initial Complaint

  09/16/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Purchased 10 shrubs and planted them as directed. All shrubs were planted and watered as according to instructions. 5 plants began to die approx. 1 week after planting while the other 5 showed no signs of distress. We tried to care for the trees daily but they continued to die. We returned the 5 dead trees as directed within the warranty period but were only given 1/2 credit. Sellers kept making up different excuses why they wouldn't credit us back the full price that we paid. Although all the trees were planted and watered the same as the directions stated, they said they weren't planted correctly or watered enough. Sellers did not visit the site to make this determination. We sent pictures and returned the trees as directed but were not honored with the guarantee as described. We seek a full refund or credit for all 5 trees that died.

  Business response

  11/04/2022

  Dear Better Business Bureau:
  We are in receipt of complaint ******** from customer ***** & ***** *******.   According to the customer(s), they purchased 10 trees and planted them and watered as directed.  Approximately 1 week after planting five (5) of the trees began to die while the other 5 showed no signs of distress. The customers are asking for full refund or credit for the 5 trees that died.
  Our records indicate the trees were purchased on April 30, 2022. The dead trees were brought to our attention in September 2022 which is within the limited guarantee period that we offer.  The guarantee is contingent on the proper planting, care and watering of plant material following purchase. 
  Based upon the pictures and the plants that were brought in, it is evident that the plants were planted too deep.  One can tell this by seeing the plant’s original soil surface level in the container in comparison to the soil level in the customer’s landscape planting.   In fact, the trees brought in had an obvious new soil line on the trunk of each tree adequately reflecting that they were planted too deep.
  Planting a tree or plant below the original soil surface level causes root suffocation and eventual loss of plant material.  This is a very common, albeit unintended, oversight in the proper planting procedure.
  In response to the complaint, the condition of the plant material does not support the customer’s assertion that the planting guide was followed as instructed.  Further, we find it highly unusual that the customer was aware of these trees dying or showing signs of stress within one week of purchase yet waited until September to call and ask for reimbursement/credit.   It is customary for a customer who has a problem or concern with the condition of a plant to reach out to us promptly.   Through quick communication we oftentimes are able to identify the problem and help save the plant material.  To have 50 percent of any customers trees die within any time frame (without prompt communication) is unheard of in 35 years doing business.
  The customer stated seller did not visit the planting site which is a true statement.  Overseeing the planting is not in our scope of business.  A Landscaping or Landscape Maintenance company can provide that service.
  We are an established Retail Nursery in the area with over 35 years of experience, continuously striving for exceptional customer service.   We do not want to see any of our customers’ plants die and will do what we can to help and inform each and every customer to the best of our ability.   We continue to offer this customer a 50% percent discount on the purchase of 5 new trees in light of the circumstances. 
  

  Customer response

  11/08/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  ***** & ***** *******

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered

  We returned the dead trees within the guaranteed timeframe. All trees were planted according to instructions. At this point company is relying on hearsay and not fulfilling their return gaurentee. We did nothing negligible as the remaining trees are still alive and well. Company should honor their written gaurantee and refund us the money owed as the contract states.]

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