Complaint Review: MOON VALLEY NURSERY

I received a phone call from the manager of Moon Valley Nursery this morning. Kassandra the manager was very nice and understanding of my concerns. I told her about my experience at the other location in Gilbert/Chander and she was surprised that Jeramiah had offered me trees at $99.00, she said they do not offer plants at that price planted. She continued to say that Moon Valley Nursery will give me a 1 year warranty on the existing plants that have been planted and also will be giving me 11 plants at no cost.

Kassandra was very pleasant and understanding about the plants that have not witheld the heat and watering that I have been doing. So...in September I will pick up the plants at my convenience and plant them myself, making sure I am happy with the size of holes and the conditioning of the dirt myself. Kassandra stated that she will put a note in my account that we spoke and giving me the 1 year warranty on my plants.                                 

So at this point I am very satisfied and plan on getting the plants and see how they do.

Carol                                                    

Before I get started, please look at the pictures they took of the plants. Notice the size of the holes. I purchase 5 gallon plants, so the holes should be at least twice the size of the top of the black containers they were planted in....so that would be about 30" across. I measured these and they are only about 22" across. They needed more room. SO>>> I went to the Chander/Gilbert Moon Valley this morning with my husband, spoke with Jeramiah. This is what information I gathered:

Remember this from the original Moon Valley Nursery, my cost was:

I purchased 10 plants (5 gal) at $20.00 to be planted by the nursery at a total of $350.00, so this is $15.00 per hole to dig it and put the plant into it. I purchased 2 citrus trees that cost $79.99 each, but to be planted by the nursery it cost me $133.00 for each tree. Then I purchased 2 chinese pistache trees at $79.00 each but to be planted they cost me $133.00 each. So to dig the holes for the plants that cost $15.00 each, the trees to dig the holes was $54.00 each...crazy. Oh...I purchased 3 Trumpet Vines at $30.00 each which included the holes being dug, so the digging only cost $10.00 each, because the plants (5 gal) only cost $20.00 each. The vines were so tangled I could not untangle them at all...it took days to do it.

SO...when I went to the second store today, Jeramiah told me this and he wrote it all down for me:

4 trees would cost me only $99.00 each planted...a savings of $34.00 compared to the $133.00 I paid previously. This is planted. The 10 plants were the same $350.00 for 10 planted.

Then he said the plants are guranteed for 90 days, and I asked him what if they die before that time, he said they want you to wait the 90 days before they will replace them because of shock. I said then the time would run out, then he said at that point they may just extend the warranty and they would work with us....yah right. Then he said we could purchase a warranty for 1 year at $50.00 per tree. The warranty would work the same way as the guarantee..right.

I also asked him about the planting, he said they come out and dig, treat the dirt, mulch on top and add the super moon juice to each plant and tree. He said if we purchase 2 bottles of the moon juice they would give us the 3rd on free.

He said there is a $99.00 charge to bring the plants to the home. I asked if we could pick them up and they plant them, and he said then the plants would have no warranty...why? Does this mean they do not warranty any plants the you purchase and take home?

Again, they seem one sided. 

BUT...this afternoon the arborist showed up, while my husband was home, they called me, since I was at work, and LP the arborist asked me what he could do to make this right. I told up, being just alittle aggressive, that I wanted the plants replaced, that these were not the ones I choose and picked out and marked my name on them and so I wanted them replaced. I said to him, they are dying, they are dry, brown and getting smaller. The arborist "LP" said he would replace them. I asked for it to be in writing, and so he did give my husband something in writing. The Arborist Inspection Form stated that they will drop off 11 "one time replacement" plants at our home when convenient.

So at this point it seems I will be getting new plants, and I will choose the plants that I want, and I will make sure they are the exact ones that I choose. I plan on going and picking them up myself in the next few weeks, as soon as the heat temperature drops.

So, I seem to have exceeded my expectations with Moon Valley Nursery, and I will update this report in the future when all has been completed and I am satisfied.

Carol

I received a call from Moon Valley Nursery today after they got notice of the report I posted. They were not happy about it, but did say they would correct any problem I had with my plants & trees. The arborist is planning to visit me tomorrow or Tuesday next week, so I will update the report with the results.

As far as the rebuttal above; There were at least 6 men in my back yard or more. They planted the plants & trees, did not add mulch until the end, they put some on top, the holes were small, not twice the size of the containers, and they did not do anything but grab the plant fromt he containers, stuck them into the ground, covered them up and put mulch on top. If this is the way they do it, I was told it's not wrong way to get it done by my son-in-law who is an arborist in Las Vegas, NV. So, they can say what they want. The pictures they are showing was the first day, and 20 days later, the plants are dying. I went to speak with the manager and was told they are in shock, to wait a few week to see if they get better. Well, they are still dying, losing all their leaves, etc. I was told to water them 3-4 times per week, 2-3 gallons of water each and they will come out of the shock.

The crew could not speak english, just the foreman. No one spoke but in spanish.

I am waiting for the arborist from Moon Valley Nursery to show either tomorrow or next Tuesday. I will update this rebuttal after his visit. His name is LP.

We always strive to provide the best products and services for our customers. Regarding this particular issue, we would like to note some serious discrepancies ​in the actual facts.  First, our delivery and plant crews are a maximum of 5 workers (that's all that will fit in our trucks anyways). Second, there is always English speaking foremen and crew members on every job. Next, all of our trees and plants are professionally installed in accordance with accepted nursery practices for the area. Mulch, soil conditioner and Supercharged Moon Juice is included with every planting. Our foremen take pics of each and every completed job. Please see below actual pics from this (Bradshaw) job site, showing proper planting, with mulch, small crew there for planting and that all trees and plants are planted properly and in good condition. Finally, as part of our service for all customers, we have an arborist on staff to help when questions or problems arrise.  We've been experiencing some extreme, record heat lately and some plants have struggled a little so we'd love the opportunity to have our arborist out to examine this job site and come to a complete resolution with Ms. Bradshaw. We urge Ms. Bradshaw to please contact our store managers, either Cassy or Caleb at the Mesa location regarding this.