ComplaintsforRobert's Nursery Landscapes & Lawns

• Initial Complaint

  08/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In November 2020 Robert's Nursery did some landscaping for me in the amount of $*****. The landscaping included a brick border around existing flower beds, planting plants, and burying drainage lines. I was given a one year warranty. In September 2021 I contacted Robert's Nursery with some problems. A representative from Robert's Nursery acknowledged the problems and advised me they would be fixed in Spring 2022. In May of 2022 I reached out to Robert's Nursery to ask for a timeline. I was told Supply Chain issues were causing problems but they were still planning to fix the problems. In July 2022 I reached out again to Robert's Nursery for a timeline and have not received an answer. At this point, I don't trust Robert's Nursery to complete the work they agreed to do in their contract. I would like a full refund for $***** so I can hire a company to complete the necessary work.

  

  Business response

  09/29/2022

  Business Response /* (1000, 5, 2022/08/31) */ First I would like to apologize for the missed response and time delays. This is the first this has been brought to my attention and going forward I will be the contact. 1. Work was done in November 2020. 2.First email for any issues was made in September of 2021 per email sent by Mr. **********. In his email he states "Everything looks great except for a few minor things. A couple of plants on the north east side did not survive. The drain pipe on the north east side does not seem correct. The connection to the downspout does not seem to have an adapter and the connection end to the end cap doesn't seem to fit snug. 3. Dane ******* whom did the install from 2020 was not able to respond due to ****************************************************. This was then handed to Kris **********, whom does the same job title of designer/installer. Kris responded to Mr. ********** in September to let him know he would be out to look over the job site and then emailed him his findings in October. Kris stated 5 coralbells were dead/needing replacement and 1 downspout connecter would be added. Kris expressed these plants were not available and might need to be installed in spring of 2022. 4. October 13th, Mr. ********** responded back by email and said it would be fine to wait until spring and also stated "I don't have a preference of what type of plant." It was also stated that the best plant for the area would be fine for replacement in the same email and that the drain he spoke of was the end of the pipe that was buried and that it did not seem secure and not the green cap. He ended by stating that if Kris felt the connection was sufficient then do not worry about it and thanks for checking. 5. May 11th, 2022 Mr. ********** emailed Kris asking what the time frame was and when we were coming. May 17th Kris responded he was just getting started with replacements (ie: we had a very late blooming spring and cold/frozen temps into May 2022) and that he would call prior to coming. 6. July 11th, 2022 Mr. ********** emailed Kris to ask when a timeline would be. Kris did not respond. Overall, as stated we are guilty for not responding from the last July 11th email and not getting the 5 coralbells and securing the the tile connection. Speaking with Kris, and asking for all email transactions, he found this July 11th email and realized he did not respond nor get to the replacements. I once again apologize for this. This is very seldom an issue we have. In Kris's defense we are having issues locating many plants, trees, shrubs, and landscaping materials. It seems to be the common issue over the last few years. Kris also failed to see that Mr. ********** stated in an email the type of plant did not matter. We both apologize for our delays and lack of response. Resolution: 1. Northern Exposure Coralbell's are still not in production. I can use Palace Purple which is a hardier plant-no further warranty if replaced. The drain connector can be re-attached and set-normally chargeable non warranty maintenance item-no further work after if adjusted. 2.OR I can give full refund of $***** for the 5 coralbells, $**** of connector tape/screws, and $***** for the labor to do plants and connection work. Total refund of $******. Lastly, Mr. ********** asked in an email on August 25th, 2020 what the warranty for this work would be. Dane responded on August 28th that the warranty would be for our plants and that they would carry a single replacement or 1 year warranty from time of install. Our contract states "No warranty unless written." It also states not responsible for future water, settling, or drainage issues. We do not, nor have we ever, warrantied any drainage, bed edging, river rock, etc. My point is that we installed other items with river rock and natural stone edger's and this was a good majority of the work and labor. We also have email exchanges that Mr. ********** acknowledged and excepted "a couple of the plants" and one end of one drain tile to be repaired. I will happily return to replace these items or refund the $*** for these items. Either way, my sincere apologies for our lack of response and timeliness and as stated I will be the contact going further and to make sure no further delays or issues. I also would like to thank Mr. ********** for being a current and continued 5 year lawn customer. Sincerely, Robert Consumer Response /* (2000, 7, 2022/09/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) Consumer Response /* (3000, 12, 2022/09/01) */ Robert's Nursery offered to fix the improper drainage line and replace the dead plants. I would like Robert's Nursery to move forward in a timely manner to fix and replace those items rather than refund the amount. I hope Dane and his family are doing well. Business Response /* (4000, 14, 2022/09/02) */ Will do. I will contact Mr. ********** to set a time to do the work. WE will get it done within the next two weeks. Thank you! Robert

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