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Consumer Complaints

BBB Accredited Business since 03/05/2003

Barnes Nursery Inc.

Phone: (419) 433-5525Fax: (419) 433-3555

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Customer Complaints Summary

1 complaint closed with BBB in last 3 years | 1 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service1
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints1

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (1)BBB Closure Definitions
06/04/2014Problems with Product / Service | Read Complaint Details
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Complaint
I saved money to hire them because of their reputation but was appalled by the job they have done. My entrance area is an ugly muddy shoddy mess.
I paid 3000.00 to have the old landscaping removed and a new landscaping design installed. The first time I saw it I cried, by the front door tied into my copper down spout and above the mulch and sticking out into my grass was a used white aluminum drain pipe with a jaggedly cut edge. When I called to say I wasn't happy with that and also that when it rained all of the mulch and dirt washes directly in front of the front door they sent men out to reinstall a brown aluminum pipe that sticks out like a sore thumb and tell me my gutters are to blame.I have had my gutters inspected by two professional roof companies that tell me that is not the problem, not to mention that I HAD no problem before ****** Nursery designed a plan that simply does not function well. ****** has come back several times to tell me its not their problem its mine. With the reputation that they put out to the public I find it hard to believe that they would call this a professional job well done. Also I have plants from my old landscaping coming up in the new and have lost many of the new plants, all around the area that they were messing with trying to hide the crappy job they did of putting in that cheap **** piece of pipe that represents the entrance to my home.

Desired Settlement
I would like my landscaping to look like I paid $3000.00 dollars to improve my homes worth. When I hired them to design the improvement they should have taken all conditions into account, and then come back to fix what wasn't working instead of trying to blame it on another problem. There was NO problem until ****** worked their magic. I would like for them to fix the area by my front door and replace the plants that have been damaged by it.

Business Response
Contact Name and Title: ****** ******, VP
Contact Phone: XXX-XXX-XXXX
Contact Email: ********@barnesnursery.com
****** was contacted by the customer; we designed and installed a new landscape in front of her home 5-6-2013. Our top foreman, 20 years of experience with ******, installed the job. Three weeks after installation the customer called concerned about seeing weeds. We explained weeds emerge even with herbicide application, but sent the same crew back to the job to remove the weeds at no charge. Customer called again concerned with mulch washing out on her walkway. Prior to our job installation this home was overgrown with old taxus, no landscape beds, and no mulch. An existing copper downspout carried water into the taxus planting at grass level. When we removed the old shrubs, cut bed lines, added soil, plants and added mulch the situation changed. ****** attached an L joint to the existing copper downspout to take the water under the mulch and to the lawn. However, during heavy rains the sheeting water off roof bypasses ***** spilling onto a new planting bed washing out the mulch. It did not happen prior to her new landscaping due to overgrown plants and no mulch. We have returned to the job a total of six times changing the downspout connection from white to black to brown. We have had our installation crew as well as the utility crew back there all at no charge. In addition, at the time of the job last May we did not see any remnants of an earlier bulb planting from a former time that are appearing now. Had they been there we would have removed them.
****** is prepared to send our Certified Horticulturist/Arborist on site to meet with the customer to go over the plants, and make any replacements the customer is entitled to. He may also have some suggestions for alleviating the continuing mulch wash out that comes with heavy rain events.


Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
The drain they attached on the entrance side of the house is NOT under the dirt and mulch. It's very much visable and trashy looking. I am disappointed in the other drain, but it is still much better than what was installed beside the entrance. Also because of the way it was designed every time it rains mud is washed across the front walk and its impossible to enter or leave the house without walking through mud. They were hired as a landscaping firm to send a specialist to design a better looking and working design for my home. I could have hired any grunt to pull out old shrubs and throw dirt in and then would expect to have this mess. But I hired a design specialist that has been paid in full and left a shoddy embarrassing mess and told me its my fault. I have had two gutter companies out to check this problem and they have both told me the gutter is not at fault, it is poor design and possibly if the landscaping had included edging and buried the drain at a better angle the water run off would not eat a hole into the dirt shooting mud to cover the entrance. I would like the design specialist that designed this sad mess to not only "suggest" but fix the problem caused by his negligence to alleviate the continuing dirt/mud (there is no mulch left) that comes with EVERY rain, not just heavy rain events. Every single person that comes or leaves my home has to walk through mud and dirt. That's what I bought for $3000.00. They were also the landscaping firm that had done the previous landscaping. I have taken a lot of pictures and I work at a very busy salon in town, I would think that especially since I am a repeat customer with ****** that they would at least want me to be a happy customer and one that would refer business their way. It only makes sense to make this job right. It's not up to me, it's up to them to stand behind the words they use at The Home and Garden show and other publicity to fix this problem landscaping job. If they are happy with this job maybe they would be proud to use some of the pictures I am printing for their advertising. I will pass **** out for free.

Industry Comparison| Chart

Landscape Contractors, Lawn & Tree Care, Landscape Lighting, Topsoil, Seeds & Bulbs - Retail, Nurseries - Plants, Trees, Fountains - Garden, Display, Fertilizers, Tree Service - Transplant, Tree Service - Pruning, Tree Service, Sod & Sodding Service, Lawn Maintenance, Landscape Designers, Landscape Maintenance, Landscaping, Landscape Architects

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BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

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