Stockner's Nursery

The company I work for uses Stockners for lawn services and landscaping. On June 19th after landscaping was completed I returned to my vehical to find weedeater makes from the front door to the rear bumper completely down the entire side after parking next to the grass. Even worse the vehical had been completely repainted only 3 days prior.The member of management I spoke to was far from helpful and refuses to resolve the issue. This is only one of many accidents at our location and I would strongly suggest never using this company and keep your vehical as for away from there workers as possible

[A default letter is provided here...

which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].
Regards,
[redacted]

Revdex.com spoke with a representative from the business who stated that he had been unaware of the issue, but has been working directly with the customer to get the situation resolved. The accounts manager is meeting with the customer tomorrow to go over remaining issues.

Revdex.com spoke with [redacted] from the company and she stated that one of the employees called the consumer in July for an outstanding balance from April and also that they had updated his address information in their files. [redacted] said the consumer got upset and cursed at the employee and then hung up....

Their employee called the consumer back and left a voice mail. The next day, [redacted] said they received the $85 payment from the consumer with a note telling them it was their last payment they would received. [redacted] suggested for the plant work to be completed, the consumer would need to contact [redacted] at [redacted] or to call the office.

Review: I have signed an annual agreement with Stockners to maintain my lawn in April, 2013 and renewed it in April this year without any changes to it. I received an e-mail on 09/25 to conact them for renew my contract. When I called [redacted] who is the Sales Manager, he told that they would not do the service anymore without me paying them more money. He was not willing to work with me and was treating me as if I was receiving the service fo free. A few of my neighbors have the same service with them and they also are in a similar situation. This is clearly a breach in contract by Stockners and they are refusing to do service at the critical time of the year where my lawn requires aeration, reseeding, fertilization and leaf collection. I have sent [redacted] an e-mail to cancel my contract and mentioned that I would report to Revdex.com.Desired Settlement: I don't have time to find another service provider to do aeration, reseeding, fertilization and leaf collection. I'm willing to pay the agreed upon payment to Stocnkers until end of the year in order for them to take care of Lawn.

Business

Response:

I have attached information regarding the complaint from one of our grounds customers for "contract disputes".

After further investigation, this is what I have surmised:

Revdex.com 1: The contract to which the homeowner is speaking which states that we have the right to cancel the contract with 30 day written notice. It also states we reserve the right to increase the rates so long as it isn't within 60 days of the contract's expiration/renewal.

A phone call was made to [redacted] by [redacted] stating, upon evaluation of his contract, we would be increasing his rates.

[redacted] says he will think it over.

(Obviously this conversation was more than these two sentences. I was not witness to the conversation, but this is the basis that I have gathered about the complaint. I am not quoting anyone.) Momentarily after the phone call, [redacted] sends the email. (Revdex.com 2) Once [redacted] receives the email, he then sends a cancellation letter confirming [redacted] has chosen to terminate his contract. (Revdex.com 3)

Information I can give you based on our policies and procedures:

In discussing the rate increase [redacted] was trying to renegotiate the current 2014 contract.

[redacted] should have told [redacted] that we would be sending him a 30 day cancellation notice (and the reasons why if his intention was to renegotiate the terms - which it appears to be).

The 30 day notice should have gone out certified mail or per the contract terms.

Then [redacted] should have notified [redacted] of what the new contract terms and pricing would be if he would like to enter into a new contract agreement.

[redacted] also did not provide 30 days written notice via certified mail or per the contract terms; he emailed and stated he was cancelling effective immediately which would be the same type of "breach of contract" he is claiming we did.

Corrective Action:

Since this incident, I have spoken with [redacted] at great lengths about his responsibility in dealing with contract terminations and renegotiations so he can be successful with it in the future.

He now has a standard cancellation letter to send out to any contracted client that only states we are cancelling the contract.

When evaluating the contracts, he knows that he cannot change the current contract without cancelling and starting a new one.

He is to send the cancellation ONLY, and then he can follow up with a phone call or written communication stating the new opportunity for services rendered.

If they take the new contract, great; if they don't, we move on.

My personal assessment? (which means nothing in this) We can't pick up the phone and talk to anyone anymore. We are not allowed to have a relationship with our customers other than paper and email. We are penalized for evaluating our clients and auditing our files - although, [redacted] did not follow the protocol.

Our company is in a state of change and we have to evaluate our processes and procedures constantly to make sure we stay ahead of and survive "trigger happy" customers. Sales people thrive on the relationships they can build with people and the network they can build for themselves. [redacted] has been told he can't just pick up the phone and have a conversation with a homeowner about their contract anymore - it apparently is socially unacceptable and unacceptable in the business world as well.

If you need further information or would like to discuss the claim further, I can be reached at [redacted].

Regards,

Stockner's

Office: [redacted]

Mobile: [redacted]

Fax: [redacted]

www.Stockners.com

Review: On or about April 15, 2013 Stockners installed landscaping in our backyard. There is a one year contractual warranty on the plants. We had 3 [redacted] "Emerald Green" plants that have died. On or about November 17, 2013 I had contacted [redacted] at Stockners regarding the replacement of the plants. After a week or more with no response I contacted [redacted] (Landscape Consultant) on November 27, 2013 via e-mail asking for his assistance in having these plants replaced. [redacted] forwarded my request to [redacted] ([redacted]) at Stockners. I had been in contact with [redacted] several times via text message and phone calls from March 24 - April 1, 2014. He had confirmed at least 3 dates and time he would come over and replace the plants. He never showed up for any of the appointments and did not contact me to let me know he was not going to show up. On April 3, 2014 I e-mailed [redacted] ([redacted]) informing him of the situation...To date I have not heard from him either. I even reached out to [redacted] via e-mail once again on May 19, 2014 requesting his assistance and once again no response. This is unacceptable service and is a breach of contract. I appreciate your attention to the matter and look forward to resolution. You can contact me at [redacted] should you have any questions. Regards, [redacted]Desired Settlement: I would like Stockners to honor our contract, their written and verbal commitment to me to replace the aformentioned 3 Thuja Occidentalis "Emerald Green" in a reasonable timeframe (i.e. 1 week).

Consumer

Response:

This is to inform you that stockners has responded and satisfactorily resolved. Please close out complaint.

Thank you for your assistance. This would not have been resolved without your intervention.

The company I work for uses Stockners for lawn services and landscaping. On June 19th after landscaping was completed I returned to my vehical to find weedeater makes from the front door to the rear bumper completely down the entire side after parking next to the grass. Even worse the vehical had been completely repainted only 3 days prior.The member of management I spoke to was far from helpful and refuses to resolve the issue. This is only one of many accidents at our location and I would strongly suggest never using this company and keep your vehical as for away from there workers as possible

Review: I have three different complaints about Stockner’s.

1. I called to get my Irrigation system turned on, and I stated that I should have one free on/off service. They said I had already had my on service; it was on when I bought the house. So on 21 April they turned on my irrigation system, I ask the person if I paid them. He said no, we would bill you. I never received a bill so I assumed that I was due a free on service.

Last week I received a voice mail from Stockner’s, when I returned the call, they said I had an outstanding balance. I stated I never received a bill, they stated they sent bill to the wrong address. I said sent me a bill and I will pay it. They attempted to get me to pay over the phone; I refused and requested a bill sent to my home. The person on the phone asks if she could email me the bill, I said yes. I have not received either. If they knew the bill went to the wrong address, then why not just set a new bill to the correct address. The next day after receiving the call I sent payment to the address on their website, without receiving a bill.

2. On 10 March, I submitted request stating “Tree right front facing the house appears to be diseased”. The service request was submitted along with 14 other request was for my one-year follow-up. All of the other 13 contractors completed their work in a timely manner.

Text from online ticket:

Will submit to Stockners nurseries about this. It is my understanding the tree has to be completely dead before replacing

4/7/14 was contacted by the [redacted] and they have not heard from Stockners. I will resend and follow up with a phone call

5/6/14 [redacted] resent request and said tree showed no signs of leaves at this time. Will reassign to Stockners and follow up with a phone call

They did make several trips (different person every time) to look at the tree, even though it took months. Each time there was a different story, tree looks ok, we need to replace it, and we will monitor it. The last trip, it was stated that the tree should be replaced and I told them to quit prolonging this until my warranty expires. I also stated that I wanted a tree in similar size, the person said I work by myself I cannot handle a tree that big. How is this a consumer problem?

3. Stockner’s did the landscaping work on my home before I moved in. The attached photos are from January 2013; I closed on 15 March 2013. I requested multiple times for the plants to be replaced, I think there were 14-15 dead plants. Sometime in late May to early June they final showed up late one day to replace the plants, after I called the builders office and ask who to submit the Revdex.com complaint on. I have since had to pay another landscaper redo the work. There seems to be a pattern of unacceptable work with this company that warrants this Revdex.com complaint.

I can provide photos if needed.Desired Settlement: I just want to make consumers aware of the pattern of unacceptable work of this company.

Business

Response:

Revdex.com spoke with [redacted] from the company and she stated that one of the employees called the consumer in July for an outstanding balance from April and also that they had updated his address information in their files. [redacted] said the consumer got upset and cursed at the employee and then hung up. Their employee called the consumer back and left a voice mail. The next day, [redacted] said they received the $85 payment from the consumer with a note telling them it was their last payment they would received. [redacted] suggested for the plant work to be completed, the consumer would need to contact [redacted] at [redacted] or to call the office.

Review: Last Summer, we paid Stockner's approximately $26,000 to landscape our yard and put in an irrigation system. Within a week, perennials planted in the back yard had withered. We were assured repeatedly by Bruce [redacted] that they would return, and they have not. We have contacted Stockner's multiple times with no resolution.

During the initial landscaping, a drainage ditch was dug and sodded. Immediately thereafter, water began to pool at the end of the drainage ditch. I have contacted Bruce [redacted] and Mark [redacted] about this multiple times. About 2-3 weeks ago, they remove the sod from the ditch and put down seed (I assure) covered with mesh and straw. There is no grass in place and water continues to pool at the end of the drainage ditch.

We have paid $398/month for maintenance of the lawn. It was never aerated or reseeded. The grass did not return in large patches this year. I have contacted Mark [redacted] about this multiple times and even agreed to meet with him. He has no resolved the problem or freed his calendar so we can review the problem together.Desired Settlement: 1. Replace all dead perennials.

2. Resod the yard.

3. Redig the ditch and resod it so it drains based on the terrain of the yard.

Business

Response:

Revdex.com spoke with a representative from the business who stated that he had been unaware of the issue, but has been working directly with the customer to get the situation resolved. The accounts manager is meeting with the customer tomorrow to go over remaining issues.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].

Regards,