Complaints

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Spent $40,000 and signed up for necessary services to warranty the plants. Even had them set up the sprinkler system for entire property. Not once did they replace a plant. **** gave excuses like "it rained more than expected" or "it was hot outside". It took them over 7 months to come out for quarterly service. Their "team" consisted of one small woman who picked blades of grass from some of the beds. They charged an additional $1,300 for this. Nothing was trimmed. Nothing was replaced. None of the requested work was completed. I have e-mails from the beginning of summer stating our sprinkler system looked good and was set. Came back from vacation and lost close to 50% of what they had done. **** gave another excuse why they wouldn't honor the warranty. Finally I told him I'd take care of the work, just have the nursery replace what we lost. Most have a standard 12 month guarantee. He wouldn't even do that. Also, very poor knowledge of what plants will do well in certain environments/conditions. They're out for a quick **** with no intention of honoring guarantees.

  Business response

  09/11/2024

  Unfortunately we have to disagree with the characterization of what's happened on your property. As discussed many times, irrigation must be adjusted continually as the temperatures change, so we cannot warranty plant damage from improper irrigation. This is also spelled out very clearly in the Warranty in our landscape agreements. After we did your initial installation in June 2023, you were gone for the remainder of the summer and did not sign up for maintenance. The irrigation was not adjusted all summer and many of your plants dried out and died. Nevertheless, in the Fall we agreed to warranty some of the plants and discount labor on the re-install. We again never received a signed maintenance agreement and also re-iterated many more times that the irrigation we would set must be adjusted as the seasons and temperatures change. In May 2024 we performed quarterly maintenance after you emailed saying you had signed up and no one had ever been out, and you filled out and signed the authorization for us to process payment for the quarterly maintenance. We performed the maintenance the day after you signed the authorization and when you received the invoice, you wrote back demanding we not process the payment and that you had only signed it so we would perform the maintenance, but the payment had already been processed. Two weeks after the maintenance visit you wrote to us to complain about the maintenance that you received. Our account manager *** had been on site and ensured all weeds were removed and everything that needed trimming received it, asked for any personal preferences you had, and let you know that new weeds would sprout up within a day or two and the only way to keep them at bay was through continual removal. We also paid our irrigator to perform irrigation repairs that she found, and did not charge you for this. Nevertheless, we returned for an additional maintenance visit free of charge and again reiterated that the irrigation must be continually adjusted, as at that time in June we were exiting a very wet period and were sure to enter an extended dry period later in the summer. You were still upset and told us to cancel everything you had to do with The Plant Concierge. In mid-August, you emailed us asking "Where did you get your plants from? Several have died this summer and I need to get them replaced. What was recommended and the watering system set did not hold up." You sent us pictures which showed plants that had clearly dried out and died from *************. At this point we let you know that we could not continue to warranty plants that were dying due to improper irrigation.

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