Complaints

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a ********* landscape job done by landmark nursery. It was a horrible experience from the beginning. My complaint is that 1/3 of the purchased plants died. The entire species of ******* has died in different plant beds. It was 45 dead plants all the same ******** I made landmark aware of the problem and they had no answers. When looking back at the invoice I noticed that we had never agreed to *******. We had not signed a change order or anything giving our consent to use ******** I hired a professional to get a professional job. One would expect that a few plants would die but the entire species says that the plant material was at fault. I hired landmark to to provide a beautiful landscape not 1/3 of the plants dead

  Business response

  01/25/2024

  Thank you for the opportunity to respond. First Customers are NOT always right. Customers have responsibility to take care of living objects. In this case the customers were a husband and wife that came to our 40 year old business in February of 2023. They met with our designer and they were presented with an estimate. The original estimate is attached and was provided to the customer on or about February 7, 2023. They made several trips to our business and made changes. We eventually scheduled their installation in April of 2023. The job was completed in April. During the job there can be changes, plants are added, designs are changed, all to satisfy the customer. IN this case once the job was complete our designer went back to the job site and completed the final audit of what plants and material were used. Then the final invoice was sent to the customer for payment. This was done back in April of 2023. The customer claims to NEVER have agreed to *******. ******* is in FACT on the original estimate. There was type o on the Final Invoice that was paid. We installed 47 1 gal Heathers the original had 34. We even lowered their price from $7 per ******* to $6 per *******. So for the customer to complain that they never agreed or consented is not believable. If they did NOT like the ******* they could of told us and we would have changed the plants out on the spot. Instead the customer took over 3 weeks to pay the bill. They could and did not notify us that they were NOT happy with any of the job. 

  Also please note on the Estimate and Invoice that Landmark provides a 90 day limited warranty. If there was an issue with our product we would gladly resolve the issue within the 90 days. Any issues with plants would reveal themsevles well within 90 days. In our line of work most issues are caused by the customer. They fail to adequately take care of their plants, Usually related to water. Either TOO much or TOO little.

  IN this case the client called us in October of 2023, she told us that her husband had passed away and that her azaleas were NOT doing well. We went out to her home and advised her that her plants had died due to lack of water. But because of her situation we replaced all 17 azaleas at no charge to her because we were trying to be compassionate. HER PLANTS AND HER JOB WERE WELL OUT OF THE 90 DAY LIMITED WARRANTY. WE DID NOT HAVE TO REPLACE HER AZALEAS BECAUSE IT WAS HER FAULT THAT THEY DIED. 

  A few days later we got a call that the side of her house was flooded. She attempted to blame us because we installed a down spout. We sent our designer out to look at the issue and she had left her hose running. ONce again the customer caused the issue, but we solved it by turning off her hose.

  Now to her current issue ALL of her ******* has a beetle issue. This is NOT an issue caused by our plants or our nursery we dont have bugs. These bugs came from where she lives  or from some other plant. We sent our manager out to look at everything and advised her that she should have a professional company come out and spray and also advised her that she could get some products to treat the beetles. But it was hard to get rid of them.

  ONce again to try to help our client we offered to come and remove ALL of her dead ******* and replace them with whatever she wanted. We would NOT charge her any labor for the replanting or the removal, but she would have to pay for the new plants. We would provide her with a 20% discount on the new plants. We think this is more than a fair offer. 

  Unfortunately some customers try to take advantage of our companies great customer service record, but we stand by our warranty that we have had for 40 years. Plants are like a human patients, they need to be taken care of, they will not be taken care of by themselves. They need love, attention and care. We have done our best to accomadate this customer despite her demands and threats. We stand by our customer service and believe we have done more than we had any legal obligation to do. IT unfortunate that her husband has passed away as he was the one that took care of the yard.

   

• Initial Complaint

  11/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased 12 3 Gallon Azaleas on 11/18/22 from Landmark Nurseries. Originaly they told me they were a little small, then they called back and told me they found what I was looking for. I went to their nursery and purchase 12 3 gallon azaleas in 3 gallon *************** *********** When I got home, I realized these plants were about one third the size of the 3 gallon Azaleas I had purchased 2 weeks prior. I went and planted the new ones, but when I pulled them out of the containers I noticed they did not even go half way down into the containers? My previous order from another nursery completely filled the 3 gallon *********** I was assured that these plants were standard (full size) Azaleas. There were no markings on any of the plans? I am concerned whether this plants are standard size, and if they are indeed Encore Azaleas. That being said they misrepresented the items and charged me a full $10.00 more per plant. I would be happy if they can guaranty this are standard size Azaleas and actually Encore Azaleas. and, if so I expect a refund of $10.00 per plant.I believe that Landmark may not been comp[letely aware of the situation as they purchased the plants from another nursery. Please help me.

  Business response

  12/16/2022

  Customer called in looking for a specific encore azalea. When we checked with the grower they had the plants but they were small. The customer called back several times saying he really needed them and would take them even if they were young plants because they would eventually get as tall as his already established plants. Traditionally we require a deposit on a special order however since they were young we did not require any deposit. When I called him to let him know that the plants were in I reiterated that the plants were young but that they were in and there was NO OBLIGATION TO BUY.

  
  When the customer arrived I asked him to pull down to where we had them set aside for him to look at and decide if he wanted them.

  
  I met the customer down at the plants and specifically asked him if they were okay and asked how they look. Customer responded that they looked great and was already loading them in his car. I, again, reminded him that there is no obligation to buy them if he was unhappy with them being short. He said he wasnt concerned because they will grow just like his others. The customer told me he was happy we got them in for him and that they looked healthy.

  
  Customer called in a week or so later bringing up his concerns. I reminded him kindly that the growers pay royalties and have been a reputable growers for a very long time. We do not grow our own plants, we buy from licensed growers who have to go through many inspections to be legal wholesale growers. The grower these conic from has been in business for over 40 years and has over **** acres in production.

  
  The customer brought up a concern that while they were in ENCORE pots there was not a hanging plastic info card on the plants. I informed the customer that 95% of our plants do not come with those as they are not commonly offered and when they are it costs extra
  money for nurseries to have them added to the plant.

  
  He said he was concerned that the leaf size was not the same as his ALREADY ESTABLISHED plants. I informed him that with some plants the leaf size can change as the plant matures and establishes in the ground. I reminded him of the conversation we had where I was sure to tell him, before even driving to the nursery to make the purchase, that the plants were small and then AGAIN when he arrived I had told him they were small and that he did not HAVE TO buy them and that there was no obligation to purchase them if he was unhappy. I asked why he did not bring up any concern or unhappiness when he was here looking at them. Instead he said they looked great and that he was happy and then proceeded to pay for them after loading them in his car.

  
  We do not accept returns because these are LIVING plants and if they are not cared for or planted and ripped back out of the ground they can die however we have offered that this customer can return these plants in their original pots for his money back.

  Additional information: Encore azaleas are more expensive than a regular azalea due to the fact they have been hybridized to bloom throughout the entire year.

*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. ↩