This Business is not BBB Accredited
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Summerstone Nursery, Inc. is not BBB Accredited.
Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that lowered Summerstone Nursery, Inc.'s rating include:
- 303 complaints filed against business
- Failure to respond to 4 complaints filed against business.
- 69 complaints filed against business that were not resolved.
- Advertising issue(s) found by BBB.
- Length of time business has taken to respond to complaint(s).
- Business has failed to resolve underlying cause(s) of a pattern of complaints.
This company has a serious pattern of complaint alleging product quality issues, delivery issues, and refund issues.
Specifically, complaints allege consumers paid for live trees and plants; however, when the merchandise arrived it was not as advertised. Consumers describe the items as dry, dead sticks. In addition, complaints indicate delivery took longer than promised or items were never delivered. Many consumers request refunds; however, the company only offers to reship similar merchandise during the following growing season.
In January 2014, BBB sent certified correspondence to the company requesting their immediate attention in resolving the unanswered and unresolved complaints on file with BBB as well as their cooperation in eliminating the pattern of complaint.
On June 23, 2014, the company responded to BBB indicating they have put the following measures in place to address the pattern of complaint:
"We agree to add 2 more phone lines. We agree to hire at least 1 more full time customer service representative to our call center. We agree to make our "TOS" (Terms of Service) more accessible/visible to our customers.
BBB monitored the company's efforts; however, the pattern of complaint remains.
Customer Complaints SummaryRead complaint details
|Complaint Type||Total Closed Complaints|
|Advertising / Sales Issues||1|
|Billing / Collection Issues||1|
|Guarantee / Warranty Issues||7|
|Problems with Product / Service||211|
|Total Closed Complaints||303|
Additional Complaint Information
According to records on file with BBB and based on responses received from Summestone Nursery, the Agreed Order filed with the Third Circuit Court, 20th Judicial District at Nashville, on March 28, 2011 in Case No. 10C2240:
In Paragraph C, Section 19, Subsection 12, the order states: Defendants shall be prohibited from directly or indirectly:
Stating, implying or causing to be stated or implied that the Attorney General, the Division of Consumer Affairs, the Department of Commerce and Insurance, or any other governmental unit of the State of Tennessee approved, sanctioned, or authorized any practice, act, or conduct of the Defendants;
Summerstone continues to reply to consumer complaints asking for refunds, stating:
"We have agreed to replace the items, IN THE FALL at no charge to you. Per our "TOS", that you agreed to, we do not offer refunds. We're very sorry for the inconvenience, but we must stand by our POLICY - APPROVED BY THE STATE OF TENNESSEE CONSUMER AFFAIRS - in these matters. Sincerely, Summerstone Nursery"
BBB has been in contact with the Tennessee Attorney General's office concerning this issue and will update the report as further information is provided.
Customer Reviews Summary Read customer reviews
25 Customer Reviews Customer Reviews on Summerstone Nursery, Inc.
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||25 Customer Reviews|
Type of Entity
According to BBB files, Sam & Melinda Womack are identified as the owners of Autumn Ridge Nursery, Inc. of which BBB maintains a separate file report that can be accessed by click here: http://nashville.app.bbb.org/report/37005436
Contact InformationPrincipal: Mr. Sam E. Womack (President)Ms. Amanda King Mrs. Melinda Womack (Secretary/Treasurer)
Nurseries - Plants, Trees
Customer Review Rating plus BBB Rating Summary
BBB Customer Review Rating plus BBB Rating Overview