Until today, we would have given this team 5 stars in most categories. However, when they came to clean the pond several weeks ago, there was leak at the connection of the pipe from the pump into the new UV light. We asked them to fix the leak, but Robert said, "We do not have plumbing supplies with us today, do not worry, we will fix it when we return to install the skimmer (that we had requested)."
They had not actually tried the new UV light on the day of installation because they left before the new pond water had reached the pump level. Later that evening, when we turned on the pump connected to the new filter, the GFI blew. Every time we reset it it blew. We tried other electrical cords and other outlets with the same results. Quite simply the new UV filter was faulty.
We contacted them to say the leak was so bad it sprayed over 2 inches of water out of the pond overnight. Below you can see the picture of the leak we sent to them. They did not come to fix it. We were frustrated so we actually fixed the leak at the coupling ourselves, but when we tried to plug in the UV filter again - it still blew the GFI. We finally unplugged the UV Filter and ran only the pump and the GFI never stopped with the pump alone.
They appeared to be most reluctant to address our problem. While they did not say so, we felt like they believed we had somehow damaged the filter, which is quite absurd.
Today they came and made the replacement. When we asked them about coming to do the skimmer they said they would not be back. They had only come today to replace the UV filter, thank us for our business over the last seven years, and tell us they were not returning. We were stunned.
When I tried to open a conversation by saying, "Well I must have offended you somehow," (although I could not imagine how, given that I had paid them in good faith) they quietly made a disparaging sound and walked away. They clearly did not want to enter a conversation.
Our pond is 4,445 gallons. They charged $1400 ($300 more than last year) for the clean out and $500 for the filter. By the time they addressed the faulty filter issue, the pond had already begun to show signs of algae development, thus rendering the clean-out ineffective). We may have been due compensation for their lack of response to my concerns, but we did not request it.
I suppose they have done us a favor by not wishing to come back. read more