ComplaintsforCahoon Nursery & Garden Center

• Initial Complaint

  06/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last year I purchased multiple trees and plants. One tree that they planted died; a Hemlock which was 450:00 plus planting fee. With the planting fee comes a 2 year guarantee that they tree will be replaced if it dies. It has almost been a year since they promised to replace the tree but I now feel Brian the owner is trying to run out the clock. I have left multiple messages which he never responds to and never replied to my emails regarding the hemlock. He once tired to convince me into having a 100.00 arb as a replacement for this hemlock! Not acceptable! He avoids me when I stop in to find a equal substitution. I have been very kind and even continued to do business with them because I never believed after spending thousands in trees over the years that he would treat a loyal customer in such a way. But now I need the BBB's help. I feel like they are trying to cheat me out of money and a promise. An employee, I believe his wife, marked down in my file that a replacement is promised but now I feel he is going to 'forget' about it.

  Business response

  06/08/2022

  First and foremost, Cahoon Nursery does not have a 2 year guarantee on any of our material.  If Cahoon Nursery installs a tree or shrub, we provide a 1 (one) year warranty.  I believe the specific tree in question fell within the 1 year warranty and has been documented to be replaced. I think I actually visited the site. The issue is the availability of the hemlock variety of tree.   Last year we were unable to obtain any large hemlocks at all.  I am hoping we will be able to find and purchase larger hemlock in quantity this fall.  Ohio is very strict on where we can purchase hemlocks due to the woolly adelgid pathogen.  The wooly adelgid restrictions makes it more difficult to locate allowable growers and limits the supply available to the retail and landscape industry. 

  I have not forgotten and am trying to find an appropriate replacement of that variety. That said, the customer can select an alternate variety of tree as a replacement, which occurs fairly often; however, as I recall, this has to be a hemlock because it is in a row and needs to match the existing trees.  I am hoping this will be resolved this fall. 

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