Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/3/2025, we purchased three trees from Front Range ************************************* We paid $6,000.00 which included $1,900.00 for them to plant the trees as it came with a 1 year warranty that if they trees didn't survive, they would be replaced. We were provided with a watering schedule for the new trees, which we followed EXACTLY as they told us. On July 9th, 2025, I called their office and explained that I believed the trees were over watered as there was 4" of standing water in the ***** of the trees at all times. I also explained that the branches were beginning to droop. I was told to back off on the watering and was assured I would get a return call, which didn't happen. I called again on 7/12/2025 and explained the same thing (I felt the trees were over watered, they were drowning, soil wouldn't absorb the water, etc.). I was asked to email photos of the trees, and again assured someone from sales would respond. I emailed photos on 7/12/2025 and asked for help. Again, no response from anyone at the business. The trees completely died within two weeks. I went to their office on 8/9/2025 since I never received a response and explained the circumstances, and that the trees were dead. They asked for my invoice which is proof of the warranty. I couldn't locate the invoice but they still offered to come to my home and look at the trees. They offered to split the cost of replacement as I didn't have proof of my warranty and they stated we were not watering the tree enough, which I completely disagree with. I have since found my invoice/proof of warranty and contacted them again via phone, only to be told that they will not warranty the trees because I was UNDER watering them. They clearly do not respond to phone calls, emails, or respond in any way, until you ask for them to replace the trees under the warranty that you pay dearly for with no protection. They simply look for ways to void the warranty and accept no responsibility for not responding.

  Business Response

  Date: 08/27/2025

  To whom it may concern,
  
  On 8/9/25 Mrs. *** stopped by the office to explain that (2)of her trees had died.  I offered to go out to her home on 8/9/25 to help diagnose what had happened and to try to be sure she did not lose the last tree that we installed as Front Range Landscape and Nursery had installed 3 trees total. As lined out on the invoice we do not warranty trees from loss due to inadequate or improper watering.  While on her property the remaining 12 Ponderosa Pine was dry, the soil around the tree was very dry and the tree was not getting proper irrigation.  I ran through the irrigation system, analyzed the clock to see how much water each tree was receiving.  The irrigation was running 30 minutes 2 times every other day with 6 - 5 gallon per hour emitters is not going to be sufficient on these size trees, with zone 9 also running all of her zones for the additional 17 minutes with less pressure with all the zones running and refilling the pressure tank on her well, per the written watering instructions a 14 and 15 Ponderosa Pine require 50 gallons of water each time they are watered, currently they need to be watered every other day.  She stated that when they were first installed she was irrigating double that but cut back the irrigation in half and stated that 3 weeks later the 2 trees are now dead. In conjunction with what I saw on site. I also explained to Mrs. *** that the location of the drip emitters on the trees is not installed correctly and needed to be fixed to be sure that the root ***** would be properly soaked.  We do not warranty against dehydration, however, we did offer to split the replacement cost with Mrs. *** and I offered to properly install the drip emitters for the 2 replacement trees and fix the irrigation on the remaining 12Ponderosa Pine to be sure that these trees do thrive for her.  On site on 8/9/2025 she agreed to this arrangement,and we were estimating the height of the trees in order to split the replacement cost, however, she has since located her invoice for us to know the exact sizes that were installed, she called on 8/12/25 to let me know she located the invoice.  I let her know that was great to be sure that we split the cost on the correct size trees, we also discussed in this phone call that she had increased watering on the remaining tree to be sure that while we were waiting for her to pick out the trees and schedule getting them swapped that we did not lose the 3rd trees that was installed prior to being able to fix the drip line.  From there she sent an email on 8/16/2025 stating that she no longer wants what we agreed on at her home on 8/9/2025 and she would rather seek legal assistance.  Front Range Landscape and Nursery is still willing to split the replacement cost with Mrs. *** and fix the irrigation lines on all 3 trees at no charge if Mrs. *** would still wish to proceed with what was agreed upon on 8/9/2025.

  Customer Answer

  Date: 08/27/2025

   
  Complaint: 23781843
  
  I am rejecting this response because:

  As stated when I originally submitted the complaint, I was unable to find my invoice which is why I agreed to accept responsibility as that was my proof of the warranty I paid for by having the trees planted by Front Range Landscaping.  I have since found the invoice and submitted that to them.  I do not need them to fix my irrigation, I disagree that the trees were not adequately watered and the 3rd tree they planted is doing fine.  I would like them to take responsibility for not contacting me when I first reached out, or the second or third time and come out then to really see the problem.  I would like the trees replaced.

  
  Sincerely,
  
  ***** Ore

  Business Response

  Date: 09/06/2025

  Front Range Landscape and Nursery does not warranty against dehydration,per the signed contract.  On 8/9/2025 Mrs.*** and myself, ******* discussed the irrigation being set for the wrong duration and the emitters not being installed in the correct locations for the proper watering on these size trees.  We also discussed that the area underneath the remaining 12 was very dry, confirming what I was seeing with the irrigation that was set up and that this tree needed to have the water increased or Mrs. *** would lose that tree as well.    As she stated, when the trees were first installed, she was irrigating double what I had seen on site but cut back the irrigation in half and stated that 3 weeks later the 2 trees are now dead.
  
  As clearly stated on the signed contract with the exception of loss due to acts of nature (eg hail, tornado, insect damage, disease, fire,wildlife, winter freeze or winter kill, high wind or wind burn), owner or 3rd party damage neglect or damage (eg. Inadequate watering, physical contact, etc)Front Range Landscape and nursery shall (1) replace one time only, any nursery stock purchased and installed by Front Range which does not survive one year from planting.  There is no warranty on these trees as they were not properly watered, ie from the signed contract inadequate watering.  This fact was reiterated to Mrs. *** on 8/12/2025 when she called the office to let us know that she had located her invoice and would be sending that in so that we knew exact sizes of the trees that did not survive.  On 8/9/2025, in order to not leave Mrs. *** with no warranty and 2 dead trees, Front Range Landscape did offer to split the replacement cost on the (2) replacement trees,however, will not warranty trees that are not properly irrigated.
  
  Front Range Landscape and Nursery is still willing to split the replacement cost with Mrs. *** and fix the irrigation lines on all 3 trees at no charge if Mrs. *** would still wish to proceed with what was agreed upon.  From Mrs. ***s latest response, it appears that she does not wish to have her irrigation corrected, however, in order to install additional trees and not have issues with the new trees and the (1) remaining tree, I would insist that the irrigation be properly installed so that she does not have the same result.
  

  Customer Answer

  Date: 09/06/2025

   
  Complaint: 23781843
  
  I am rejecting this response because:

  I refuse to have this business on my property other than to replace the trees.  They fail to accept responsibility for not coming to my home within a reasonable timeframe after reaching out to them numerous times, but it was super easy for them to show up the same day I reported the trees were dead and state it was my fault.  They would have neglected to respond at all had I not gone to their office on 8/9/2025 to explain the trees died.  They never got to see the real reason the trees died because they NEVER responded to multiple attempts to get help from them.  They just wanted to show up as soon as possible to deny the warranty.  Based on other complaints and reviews I have read, this seems to be a common theme with this company and I refuse to give them another dollar as they should accept ownership for not getting involved much earlier in this process.  They provide  warranty and charge an arm and a leg for it, but it gives the buyer no protection for their failures to assist their customers.

  Sincerely,
  
  ***** Ore

• Initial Complaint

  Date:07/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Front Range Landscaping and Nursery sold us a Pine tree on Aug 6th, 2023. They delivered and planted the tree themselves and the sale contained a 1 year warranty on the tree. In October 2023 we started communicating both via email and phone with the business due to the tree started to die with branches dying one by one. They advised us of a new water schedule to which we followed exactly. The tree continued to die and further follow *** Front Range asked for pictures and our watering schedule. Both were provided and updated as the tree continued to die. Multiple phone calls have not been returned, no adjustment, replacement or any resolution was suggested under their own warranty. Upon further investigation into this companys operations, I looked at multiple reviews and many of them stated they had dead or dying trees (many cases the dollar amount far exceeded our single tree). To date we have yet to hear back from them and with the year quickly arriving, we are now figuring they are not responding to get to the year. This is not acceptable and would like a full refund at this point.

  Business Response

  Date: 08/01/2024

  To whom it may concern,
  
  We are sorry that the VanderWegs are unhappy with their tree,however, we have been in communication regarding their concerns since October 2023 when they first raised concerns about their tree.  The tree was going through some typical shed that all evergreens will go through in the fall with the temperature changes.  From there they reached out again in June 2024 regarding the bottom branches losing needle and needing to be trimmed.  We discussed their concerns over the phone and explained that the warranty covers a tree that does not survive 1 year from date of planting and does not cover the tree needing to be trimmed or being unhappy with the shape of the tree.  **************/********* at that time stated that she did not care if the tree was still alive, she did not like how it looked in her yard and was going to remove it. 
  
  The VanderWegs are covered under warranty for 1 year from date of planting if the tree does not survive 1 year from the date of planting;the tree was installed on 8/14/2023. However, the warranty does not cover needing to trim bottom branches.  If the VanderWegs would like to discuss concerns further, we would be willing to extend the warranty to be sure that the tree does settle in and thrive for them as they are close to their 1-year warranty.