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Frequently Asked Questions
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What should I do if I have a concern about something covered under warranty?
If you have a concern, the first step is to reach out to your Account Manager. They will review the issue with you, determine if it falls under warranty, and guide you through the next steps—whether that’s a repair, adjustment, or formal warranty claim.
What situations are not covered under your plant warranty?
While we stand behind the quality of our plant material, there are certain conditions where plant replacement is not covered. Once installation is complete, ongoing care becomes essential, as plants are living organisms that require proper watering, attention, and maintenance.
Warranty exclusions typically include plant loss due to extreme or abnormal weather conditions (such as drought, severe freezes, or flooding), damage from animals, insects, or disease (unless covered under a maintenance program), and issues related to improper care like over- or under-watering or chemical damage.
Additionally, certain plantings are not covered, including annuals, bulbs, plants in containers, client-transplanted materials, and trees installed by spade.
We’ll review all warranty details with you upfront, and ongoing maintenance is the best way to protect the health and longevity of your landscape.
Can I manage my account online or through your website?
Yes. We offer a convenient Client Portal that allows you to manage your account online. Through the portal, you can view proposals, approve work, access invoices, and make payments—all in one place. It’s designed to simplify your experience and keep everything organized and easily accessible whenever you need it.
Do you accept credit card payments?
Yes, we accept credit and debit card payments. A 3% convenience fee is applied to each card transaction. There are no additional fees for payments made by cash or check.
Do you charge a fuel surcharge?
In times of significant fuel cost increases, a temporary fuel surcharge may be applied to your invoice. This occurs only when fuel prices rise substantially – specifically, when diesel or gasoline prices increase by more than 25% from the baseline “All Grade” fuel cost posted by the EIA for the week your proposal was delivered (based on Midwest data from the U.S. Energy Information Administration).
If triggered, the surcharge is modest and scales with fuel cost increases:
· 25% increase in fuel prices → 3% surcharge
· 50% increase → 6% surcharge
· 75% increase → 8% surcharge
Our goal is to remain fair and transparent. This approach allows us to continue delivering consistent
service and quality, even during periods of volatile fuel costs.
