Rocky Mountain Ponds & Waterfall

Dear [redacted] We appreciate your business and it was a pleasure working with you on the original contract of a water feature redo and the second project of planting the (5) Pinyon pines In no way did Rocky Mountain Ponds and Waterfall try to take advantage of you or try to cheat you in any way The trees do have a one year warranty When you informed us that two of the trees did not make it, I asked you to measure the height of the two dead trees because it was not called out on the change order I asked you to measure the height so we could replace the trees with the closest possible option from what we had in stockI also reminded you that the trees where under warranty but the cost of the removal and labor to replace the tree would be due when we brought the new trees in the amount of $ An agreement was made for us to bring two new trees and you stated that the check would be ready when we arrived We own a tree nursery and stock approximately 10,trees each year When we replaced your pinions we chose the two best that we had in stock that were the same height as the trees that you lost We did not bring you bad trees When our employees were at your house replacing the trees you called me and said that the trees were skinnier than the original trees I asked you to have your husband talk to the guys that were doing the planting since neither you or I were at your house at that time I told you that the trees were still tied up and my employees would show your husband what they would look like after we opened them up after planting My employees removed the two dead trees and put the new trees in the exact same hole the dead ones came out of (It is unfortunate that the trees that we brought are not the same width but we would have no way of knowing the exact width of your existing trees We plant several thousand trees each yearNo two trees are going to look exactly the same.) When my employees spoke with your husband, he must have approved the trees since he did give them the check for $at that time I was under the assumption everything was worked out since your husband gave my employees the payment after you called me and I did not hear anything else from you or my employees Nobody rejected the trees My employees finished planting the trees and proceeded to replanted your perennial(s) that needed to be moved to protect them and then cleaned up and left your propertyWhen you called that evening after getting home and left us a voicemail expressing your dissatisfaction with the trees You then proceeded to put a stop payment on the check of $in the next couple days We honored our warranty by replacing your dead trees with good quality trees that were the same height as the original trees planted at your house I do have to admit that in years of business I have never been in this situation We understand your frustration and we really want to help you fix this situation, even though we are not required to give you new trees againWe already ordered several hundred new pinions for They should start arriving at our nursery in February or March depending on weather I already informed my supplier that we need some really extra wide pinions for you to pick from We will contact you when they arrive and you can come pick two (one 6’ tall and one 7’ tall) new Pinyon pines You can come down to our nursery and have the first pick of the lot We will come back to your house and remove the trees that you do not like and replace them with the trees that you picked At that time you will need to replace the check that you stopped payment on Once again we appreciate your business and want you to be happy when you look at your awesome water feature that we built for you Kind Regards, [redacted]

Final Consumer Response /* (2000, 9, 2015/06/29) */
Rocky Mountain Pond and Waterfall has fixed all of our issues and did a great job in folland serviceWe would like to request that this issue be posted as resolved with complete satisfaction
Sincerely,
***

Dear [redacted] We appreciate your business and it was a pleasure working with you on the original contract of a water feature redo and the second project of planting the (5) Pinyon pines.  In no way did Rocky Mountain Ponds and Waterfall try to take advantage of you or try to cheat you in any...

way.  The trees do have a one year warranty.  When you informed us that two of the trees did not make it, I asked you to measure the height of the two dead trees because it was not called out on the change order.  I asked you to measure the height so we could replace the trees with the closest possible option from what we had in stock. I also reminded you that the trees where under warranty but the cost of the removal and labor to replace the tree would be due when we brought the new trees in the amount of $220.  An agreement was made for us to bring two new trees and you stated that the check would be ready when we arrived.  We own a tree nursery and stock approximately 10,000 trees each year.  When we replaced your pinions we chose the two best that we had in stock that were the same height as the trees that you lost.  We did not bring you bad trees.  When our employees were at your house replacing the trees you called me and said that the trees were skinnier than the original trees.  I asked you to have your husband talk to the guys that were doing the planting since neither you or I were at your house at that time.  I told you that the trees were still tied up and my employees would show your husband what they would look like after we opened them up after planting.  My employees removed the two dead trees and put the new trees in the exact same hole the dead ones came out of.  (It is unfortunate that the trees that we brought are not the same width but we would have no way of knowing the exact width of your existing trees.  We plant several thousand trees each year. No two trees are going to look exactly the same.)  When my employees spoke with your husband, he must have approved the trees since he did give them the check for $220 at that time.  I was under the assumption everything was worked out since your husband gave my employees the payment after you called me and I did not hear anything else from you or my employees.  Nobody rejected the trees.  My employees finished planting the trees and proceeded to replanted your perennial(s) that needed to be moved to protect them and then cleaned up and left your property. When you called that evening after getting home and left us a voicemail expressing your dissatisfaction with the trees.   You then proceeded to put a stop payment on the check of $220 in the next couple days.  We honored our warranty by replacing your dead trees with good quality trees that were the same height as the original trees planted at your house.  I do have to admit that in 19 years of business I have never been in this situation.  We understand your frustration and we really want to help you fix this situation, even though we are not required to give you new trees again. We already ordered several hundred new pinions for 2018.  They should start arriving at our nursery in February or March depending on weather.  I already informed my supplier that we need some really extra wide pinions for you to pick from.  We will contact you when they arrive and you can come pick two (one 6’ tall and one 7’ tall) new Pinyon pines.  You can come down to our nursery and have the first pick of the lot.  We will come back to your house and remove the trees that you do not like and replace them with the trees that you picked.  At that time you will need to replace the check that you stopped payment on.  Once again we appreciate your business and want you to be happy when you look at your awesome water feature that we built for you.  Kind Regards,[redacted]

Final Consumer Response /* (2000, 9, 2015/08/06) */
after I filed the complaint, rmpw fixed my sidewalk, so no further action is needed. thanks, [redacted]