ComplaintsforStadler Nurseries

• Initial Complaint

  06/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought an expensive tree and planting by them in 2020 and the tree looked like it wasnt doing well within the warranty period -so I took pics and emailed the nursery PRIOR to putting in low voltage lighting next to the tree. Stadler said not to worry but the tree never looked good and 2 years later we are very disappointed. I did exactly as they asked with watering etc and the tree is looking worse and worse each year. I want them to replace this with the same tree but one that would be the expected size 2 years after planting - not the same size as this is not fair. They are refusing my request and tell me I have to pay to get the electric re-done.

  Business response

  06/28/2022

  June 28, 2022

  To Whom It May Concern:
  
  This customer purchased a dogwood tree from Stadler Nurseries on May 7, 2020.  This tree was covered by our one-year warranty until May 7, 2021.
  
  On June 26, 2020, he sent pictures and voiced concerns about the appearance of spots on some of the leaves.  After reviewing the pictures, we advised him that dogwoods often develop a leaf spot on the leaves in summer if early spring weather conditions are conducive.  It is caused by airborne fungal spores that are activated by rainy, cool spring weather and only affects that season’s leaves.  It doesn’t affect the health of the tree.  It is merely cosmetic.  Overall, the tree appeared full and healthy in the pictures he sent. 
  
  This customer emailed us again two years later, on June 1, 2022, with new pictures of the tree.  The dogwood had declined, and he requested a replacement.  The one-year replacement warranty that came with the tree when he purchased it expired on May 7, 2021.  He said he had been in contact with us over the last two years to report on the condition of the tree.  While he provided no documentation to that effect, we took him at his word and replied that we would make an exception and would replace it as a gesture of goodwill.
  
  He demanded that we provide a larger tree because two years had passed since the original tree was planted.  We explained that our warranty provides replacement with the same size originally purchased.  Free delivery and planting are included with this service.  Additionally, he demanded that we provide an electrician to oversee the work and repair any potential damage that may occur to his subsequently installed lighting system near the tree.  When he purchased the original tree, he was provided with a copy of our Concealed Contingencies statement indicating that it is the homeowner’s responsibility to mark any private underground utilities and that Stadler will bear no financial responsibility for any damage sustained during planting if the underground utilities are not marked.  We emailed him a new copy of the Concealed Contingencies statement to be signed as we cannot proceed with the replacement without it. 
  
  He has posted the same negative review three times on our ******** page and twice in ****** Reviews, naming one of our staff members, using her first and last name in such a way that she feels harassed and threatened by him. 
  
  I am including a copy of our Guarantee Policy, which he received when he purchased the original tree, and a copy of the Concealed Contingencies statement he received at time of purchase. 
  
  We have gone beyond what our warranty requires in offering to replace his tree.  We have chosen not to reply to his most recent emails nor to his social media posts to avoid additional confrontation. 
  
  Sincerely,
  
  Cheryl N****
  General Manager

  Customer response

  07/08/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  I have been a Stadler customer since the 1980s when Peter S********* ran a strong ethical business. I have purchased thousands of dollars of landscaping from Stadler over the years
  Cheryl N*********, General Manager, wrote a very untruthful response to my complaint.

  I was talked into purchasing a Cherokee Red Dogwood over other options and it never looked good.  I asked about replacement prior to installing low voltage lighting and was told not to worry and to install the lighting.

  I repeatedly called and repeatedly got reassurance to give it more time.

  I trusted Stadler.   I did the 60-80 minute twice a week watering on a slow trickle as M******* suggested. 

  Finally on June 1, I was told they I would be responsible for paying an electrician to manage the low voltage lighting for the tree even though I didn't put the lighting in for the tree until M******* said it was ok.

  Furthermore, over 2 years later and taking all the steps they told me to do, I'm not ok with getting the same small size tree.  I asked for an appropriate 3 inch diameter tree.

  M******* refused to consider my legitimate concerns and on 6/2 denied my request.

  On 6/8 I filed a complaint with the BBB and wanted Stadler to come up with a reasonable solution or I'd consider escalating including posting on social media.

  Ma****** did not respond at all to this email.

  2 days later on 6/10 I asked her (emailed) asking her to respond.

  M******* never responded.

  AFTER this date had passed I not only posted on social media, I realized Stadler was doing the same thing to others!

  *************************** posted a month ago that Stadler sold to his mother that he paid a lot of money to water and the tree died and Stadler refused to replace it.
  

  Its not fair to characterize me as in any way making M******* feel threatened just by using her name in a complaint.

  Stadler has blocked me from their social media sites and I'm unhappy about that.

  Again, I'm sad that after decades of working with Peter S****** and Stadler Nurseries, they have become a business that doesn't care about their customers and tricks you into thinking there is some guarantee when they really don't want to help.

  Regards,
  
  ***************************

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