ComplaintsforPond Pro

• Initial Complaint

  08/25/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The Pond Pro was hired to put in a swimming pond. The quality of work is very substandard. Things that were asked for we never received. We wanted a jumping rock that was never put in. Wanted a skimmer that was also never installed. After installing the liner to the pond, they installed a protective line before placing the rock so the liner would not get damaged. however, when cutting the protective liner, they used a utility knife and ended up cutting hole in the liner itself. so far, we have found six holes in the liner and are hunting down more. On one of the cuts is about 9 to 12 inches. which keeps the pond about 2 1/2 feet from being filled to compacity. the pond was supposed to be 9 feet deep so when jumping in we would not hit the bottom. it is "if we are lucky 6 1/2 feet deep. if we fill it "which takes about 2 1/2 days" as soon as the water is shut off it drains overnight. 2 1/2 feet of water in the pond that is 40 feet wide and 90 feet long. The main water feature is the water fall which has a rock on the bottom which is about **** pounds when the pond is full it is under water. at the end if the job pond pro stated that he would write the remaining balance off that was owed because all of the major issues and would find and fix leaks. He was also going to find a company that would fix the water fall error. That was the last we heard from him. He would not answer phone calls or return calls. I you use this company beware.

  Business response

  09/02/2022

  In response to the clients complaints, Pond Pro installed the pond in the same way we install all features using the materials required to do a pond of that size. It appeared that the customer continued changing things they wanted including the skimmer. The skimmer does not adhere to the type of liner used and would not have sealed properly. We patched the cuts some time back and if the patches failed we'd be happy to readdress them because we are aware of them and we have other options to patch the holes since these are common in pond construction. When we saw the we were likely never going to see the job in the same way or compromise we told them we would allow them to use the remaining balance of the job to proceed with someone to put a new set of eyes on it and could cater a little better to their personal tastes. I called **************** just before this complaint was received and we had not heard anything in terms of contact since I had text the client to let them know I had left him chemicals for the pond at the front door since i tested positive for covid and didn't want to expose them to that since i knew he had a hard time of it when he got it earlier in the year. In terms of dealing with the client we also insisted them to move on with another pond company because we could not get employees to return to site due to confrontations from the client. He said he had some one ready to work with him an they would no longer return his calls. Once we saw no end in sight and that we were getting no closer to seeing final payment we decided it would be best to allow the to pursue completion with someone else. We are not entertaining any refund at this time, however, if the patch work we did failed we will absolutely repair the failed patches.

• Initial Complaint

  06/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Pond Pro came to our home on May 2nd. A worker by the name of *** quickly sabotaged our pump system for our water feature within two visits. He reinstalled the pump with skimmer basket that held many parts put there by a Pond Pro worker last fall. *** told me he could not locate the parts and when I told him they were in the skimmer basket, he said he did not know the pump had a skimmer basket after he had reinstalled it. I thought this guy knows little about what he is doing. After *** supposedly had everything working, he told me to leave the skimmer assembly open and before long all the pump area was flooded and *** was gone. I had to bail out the area and noticed our outlet box was not working. I phoned Pond Pro regarding what occurred and waited a good deal of time before ******, the owner, was supposedly coming to remedy the situation. Well, come to find out through ******, the owner, that *** still had left one part in the basket after *** told me he had the pump now in operation. ****** took the main part of the pump to the Pond Pro office and stated he had to dry it out and check to see if it was still working. Every time I phoned, the female employee stated they still have to dry out the pump motor though it was working. Today is, Tuesday, June 7th, and still nothing has been alleviated. The female employee told me last week that it would be resolved yesterday or today. No one phoned me. I called and called and no one would answer the phone knowing it was me. I finally phoned with my husbands phone and they right away picked up, of course. The lady stated, they would contact ****** and this around 1:00. Now, it is 3:00, and they will not pick up. I left a message and no return call. I cant tell you how frustrating this is. No employee would answer the phone when I called on Tuesday or Wednesday. I used another phone and they immediately answered and said they would call me back though never did.They still have our pump.

  Business response

  06/19/2022

  This job has been completed. No sabotage but pump was flooded and needed to be dried out internally and was set back due to one of us having covid. Pump is now running and job  completed. 

  Customer response

  06/20/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that their statement is not totally true. Yes, it was resolved, eventually. However, when the problem took place no one had COVID and their worker, **** flooded the area and seemed to know not what to do to get our system working. Not even knowing it had a skimmer assembly after he put the pump in place and the skimmer assembly. Even after I told him, **** he still had left a part in the basket. One man had COVID, sometime later, that is the owner, ******, not anyone else who is employed there. Eventually, they refused to answer the phone when I called unless I used another, then they would pick up. I am grateful ***** who is an excellent worker and always sets things right, arrived and quickly had our system running once again. Thank you!

  
  
  Sincerely,
  
  *********************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩