ComplaintsforMoon Valley Nursery

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased ******** worth of trees. The trees were planted with unequal spacing and after having multiple conversations with them they make excuses of why they will not fix their mistake of not being able to read a tape measure. I would like them to come get their trees and give me a refund of the money I paid.

  Business response

  07/31/2023

   

  we are willing to move trees as request just not when its over 95 degrees outside. 
  

  The spacing of trees trunk to trunk is correct but trees grow at different pace. 
  

  but once again we are willing to move trees as need but needs to be cooler outside for me to cut the roots that have just grown over the past few months. 
  

  spoke with client and came to relocate once cooler. 

• Initial Complaint

  04/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In 2022, I purchased numerous trees from Moon Valley Nursery, spending approximately $20,000. On January 17, 2023 we decided to purchase some additional trees and have Moon Valley Nursery install the trees and do some additional work of installing astro turf in our dog run. The proposal called for us to pay $5,700.78 to Moon Valley Nursery, which we paid. Within the next two weeks, Moon Valley came to our house and planted the trees.Within a month of installing the trees we received a water bill that was much higher than our normal bill, and included a penalty. We asked our landscaper to check if there were any leaks--he didn't really see any. Then on March 7, 2023, we received our next water bill for $539.75, which included penalties of $279.00. We asked our landscaper to explore what could be the issue. He ended up digging up the area where Moon Valley had planted the trees, and saw that they had broken water lines causing substantial leaks. My landscaper spent substantial time in locating and repairing the damage done by Moon Valley. Their salesperson initially advised my wife that they would compensate us. I spoke toJenner, the supposed customer service rep, who said they would not compensate us, and that they are not liable for destroying our pipe causing a major leak. We also paid for a warranty for the trees, and had advised them, the trees need to be replaced--so far they have ignored the request.

  Business response

  04/04/2023

   

  We have spoke with client and have come to an agreement to replace plant products and touch up the rock that was dirty due to the leak, 

  Per our client signed terms and conditions we are night liable but we will go above and beyond and give some store credit to make the client happy. 
  

  Please note if client would have called us first before Lanscaper we would have dispatched to fix, but after others work in the area, hard to point blame but again will go above and beyond to make client happy  

   

   

  Customer response

  04/04/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  05/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought 18 Cypress trees for our newly remodeled backyard. They sold trees that we're infected with spider mites. We've spent money on getting an arborist come to spray them but 8 out of the 18 trees are looking bad now from having infected by spider mites and might even need to be replaced. Our beautiful backyard has bad looking cypress trees. And, they were only planted in January of 2022, only a month later and they were infected by mites! It has caused us so much stress knowing how much we paid for each. We had hired professionals after professionals to help us save these trees. We were told by an arborist that the case of the mites it has is so advanced. We had an arborist come last March of this year to spray. It has cost me sleepless nights and tremendous emotional distress dealing with these cypress trees bought from Moon Valley Nursery on Charleston instead of being able to enjoy our newly remodeled backyard.

  Business response

  08/20/2022

  Business Response /* (1000, 5, 2022/05/19) */ Contact Name and Title: Matthew F****** Contact Phone: ************ Contact Email: Mf******@mvncorp.com We have reached out to client and offered solutions to come into nursery to pick new product as they wish. This is the first we are hearing of this issue and would like to resolve asap.

• Initial Complaint

  05/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased over $30,000 worth of landscaping from this companies location on W Charleston. In an effort to complete the deal they offered deep root feeding for my existing trees as part of the package. After several postponements on their side it became too late in the year to feed the trees last fall. Then they promised to take care of it in the spring and I have received nothing but postponements on whey they can do it. Now they are not even returning my calls. They are managed poorly and make promises to secure sales they have no intention of for filling. They are really good at giving you the run around and not returning your calls. Beware when purchasing from them.

  Business response

  08/08/2022

  Consumer Response /* (2000, 7, 2022/05/17) */ This issue has been resolved.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩