I’m at my wit's end. The problems started as soon as we handed over the credit card to pay, and unfortunately, things only got worse from there. After numerous follow-ups, I received inconsistent advice from different employees, leaving me feeling extremely frustrated and misinformed.
In April...
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I’m at my wit's end. The problems started as soon as we handed over the credit card to pay, and unfortunately, things only got worse from there. After numerous follow-ups, I received inconsistent advice from different employees, leaving me feeling extremely frustrated and misinformed.
In April 2023, we purchased 5 trees from this location. When selecting the trees, we clearly stated that our soil was very clay-heavy and that we had had trouble keeping certain plants alive because of that, and asked for the best solution. Multiple sales reps assured us that the trees they recommended would thrive in the soil provided with the tree installation, and even promised to add extra soil to improve drainage. We felt confident in the purchase, especially with the first year of trees covered under warranty.
Unfortunately, one tree didn’t take at all and had to be replaced, while another is barely surviving. The remaining three trees are doing “okay,” but we’ve encountered significant soil issues. When I reached out for advice, I was told that all I needed were their special products—soil conditioners, Moon Juice, and Moon Dust. I was already using the Moon Juice and Moon Dust but was told to buy more. I called multiple times and had a few employees visit the house, only to receive conflicting advice each time regarding watering and care.
We also paid ~$500 to have our artificial turf pulled up around one of the trees during installation and found out that the existing tree’s foliage was sparse compared to the new one. I raised this concern with the installers, who reassured me it was normal. However, after consulting with an arborist, it became clear that the installation was done poorly and the clay-heavy soil mixture was preventing proper drainage.
For the second year (before the arborist appointment), we renewed our warranties and added the MVP service for professional care and advice. The first MVP visit was disappointing—no specific guidance was given, and we were told that his boss would need to come out for a proper inspection. Despite promises that I would be contacted within the week to schedule the follow-up, two weeks passed with no call. After several attempts to follow up, I was told the report wasn’t even submitted. A few more days passed, and after reaching out again, I was told I needed to speak directly to the care department. I was given a number to call, but each time I called, I was routed back to the same general office, where I’d already spoken to someone. It felt like a never-ending loop.
To make matters worse, I noticed a newly planted tree was in danger of being uprooted due to strong winds. Despite my concerns, no one took immediate action. At this point, I inquired about the warranties for our trees and was told that only replacements were possible—never mind the ongoing issues with the installation and poor communication. It feels like I’m constantly chasing them down with no resolution.
Despite following their care instructions, our other older (barely surviving) tree is now dying. I was told to wait 3–4 months to see if the soil injection might work. After five months of the MVP service, I have yet to have a proper service, and my emails expressing concerns and frustrations remain unanswered.
Now, two of our trees are dying, and removing them would cost at least another $500 due to the impact on our artificial turf.
At this point, the only viable solution would be to just be done with Moon Valley and to get a refund for almost everything: those two trees (even though all 5 are having soil issues) and the MVP service. But what we're being told is that there are no refunds, even if the issue is clearly with the company.
For such expensive products, the lack of customer service is unacceptable. I would simply not recommend using Moon Valley Nursery. Their installation process appears to foster a dependency on warranties and MVP services, which ultimately fail to address the underlying issues caused by poor installation practices and inadequate tree care guidance.