Patty Heaston

Review of McKay Nursery Company

Having signed the contract and paid a deposit in M...

Having signed the contract and paid a deposit in March, the expectation was that I would have an oasis as we moved into the summer of the pandemic. That was not the case.

I required a full excavation of my entire yard prior to the work commencing. Even before signing my contract, I asked my consultant to confirm that the amount of soil that needed to be excavated was something that McKay could handle - I was told that they could.
A few weeks after I signed the contract - I was told that McKay could NOT do the full excavation. It was communicated to me before I, that McKay expected me to pay for 2 companies to excavate my lawn - once to level it off and once to allow McKay in for their hardscape. I was able to get McKay to work with the excavator so that I only had to have 1 company come in.
I was told by McKay to have my yard excavated prior to June 8th. June 8th was the date they committed to, in writing, at the end of May. Once the yard was excavated - I was told that the June 8th date was only in my mind because they didn't have me on the calendar - although even as early as March - we had estimated that work would begin at the start of June.

In the interim, I was able to proceed with a concrete addition on my driveway; the entire time contacting my consultant to let him know what was going on.
I was told that McKay would come at the end of June. When I called at the end of June, I was given the date of mid-July as a project start. When I reached out in mid-July, I was told that the equipment had been allocated for a larger commercial job and that they hoped to get to me by the end of July.
When I reached out at the end of July, I was told that the project was scheduled for "the week of August 8th".
At this point - I cancelled the project.

I had a signed contract (with paid deposit) in March. The contract reads, "first paid, first served" -- this was not my experience and I will make sure to let everyone I know about the colossal lack of follow-through, communication and customer service.

For my troubles, McKay charged ME for restocking and when I brought all of the above to their attention, I got the usual "McKay Special" - complete silence.....

At this time - more than any - companies should provide exceptional customer service - or at least MINIMAL communication with REALISTIC expectations. McKay failed