Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a water pump from Half Off Ponds Supply. The pump carries a two-year warranty. The pump was installed with a floating device and placed in a community pond about 10 feet deep. The video is here ******************************************. In less than a year, the pump stops working. I contacted this seller for warranty and service. They asked me to disassemble the pump, and deep the impeller into CLR for 24h, then test it to see if the problem is fixed. I follow their instruction. After 24h in ***, I used an extension cord to power the pump and test it. I sent them a very short video to show that the problem was not fixed. They saw an extension cord in the video, then kept saying the pump was running dry and denied the warranty. How can I do all this without removing the pump from the pond? What is the point of running the pump dry? See how they trapped their clients? I need a working pump for the community pond. Below is their email to me. Never have a name or contact information. From: Half Off Ponds ******************************* Sent: Monday, May 19, 2025 8:17 AM Subject: Re: My pump stops working Hello,Disassembling the pump will not void the warranty for this product. We do recommend that customers perform routine maintenance on these pumps to avoid debris build up. The slow spin of the impeller is most likely do to debris build up in the impeller housing causing the lack of performance with this. We recommend soaking the impeller and the impeller housing in CLR for 24 hours and it should loosen up any debris that have built up in the pump and in return allowing for the impeller to move freely. Please let us know if you are able to do this and if it helped with your issue at ******** Regards.

  Business Response

  Date: 06/16/2025

  Running the pump dry and using it on an extension cord does void the warranty on all pumps in the industry. These arent rules we make up and we did not tell you to test the pump in that manner.  You were sent a free impeller from us a week ago, which is not a warrantable part.  A broken impeller happens to most submersible pumps every couple years and a broken impeller does not mean a full replacement of the entire unit.  The impeller should fix your issue, feel free to reach back out if it doesnt.   

• Initial Complaint

  Date:03/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a pond kit in September of 2023. Since installing the liner has leaked since day 1. I ruled out the possibility of the skimmer box and waterfall as cause of leak. I resealed both just to be safe. I lose about 2 inches daily. Water continues to leak even below the skimmer line. I have been topping off over the winter and finally stopped to see where the water line settled. Water leaks all the way to the bottom and drains completely. I did my due diligence of trying to find the leak. Tried food dies, milk, and other methods to determine the area of the leak all with no luck. There is not apparent leaks or holes. Did this for weeks with no definite source of the leak. **** at half off ponds said its impossible for it to leak, so it has to be an issue with install or shipping damage. Im outside of the 30 day shipping damage warranty and my only option for help is manufacturing defect, which I was told rarely happens and if it does they only warranty if the seams are leaking. I installed with their underlayment and a layer of sand a an extra precaution. The liner was also installed with the help of professional pond installers. After going back and fourth they finally offered to sell me a new liner at cost. I was going to pull the trigger as I need a replacement asap. That was until I found a very similar review on BBB. Where they offered to "warranty replace" the liner even though it wasnt a "manufacturing defect". Id like the same customer service that gentleman received. The only difference in our cases is the other gentlemen purchased through amazon and I bought directly from the website. If I had known special treatment would be given to amazon purchasers I would of gone through Amazon. Id like my liner replaced at no cost.

  Business Response

  Date: 04/12/2024

  Turns out the customer was accidently refunded last year.  We are going to assume this situation is resolved.  The full refund should be plenty of money to hire a professional installer and a new liner. 

• Initial Complaint

  Date:08/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Originally ordered a pond kit for about $1100. I only received the liner at that time, did not receive the rest of the kit. Customer service was no help, just telling me to file an A-Z claim. Did that but only had one item of the kit to return. When claim was approved, I placed another order for a kit. This time, I only received the pump, underlay, waterfall, etc. I did not receive the liner this time. At this point, at least I have the full kit due to still having the liner from the 1st order and the rest of the kit from the second order. Now I'm paying $2300 for a $1200 kit. They claim it says delivered when I clearly show a screenshot of the second kit saying it's undeliverable. I just wish to be reimbursed for the $1100 that I'm out. I even requested to speak to a real person but keep getting these halfway canned responses.

  Business Response

  Date: 08/21/2023

  Hello,

  We believe this has been resolved.  UPS lost 2 packages which caused the initial issue.  Customer has been messaging a real person the entire time. As of now, the correspondence with the customer has stopped so we can only assume the issue is resolved.  Customer will obviously only pay for one of the products and we will work with them to make them whole with any missing items or damaged items.

• Initial Complaint

  Date:10/10/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased pond liner from this company in Spring 2022. The liner leaked since day one of installation. The company customer service blamed the installation and provided misleading information when addressing my concerns and refused to help as was out of the "30 day return window" Kept insisting on pictures of any liner damage which simply was not possible without draining the pond, killing the fish and removing the liner. Turns out the liner actually had to be removed due constant leaking and have now discovered a manufacturing defect with multiple holes and tears in the liner that in no way, form or manner could have come from any installation. This substandard liner has caused extreme aggravation with the pond and caused extreme expense in form of purchase of new liner, installation of new liner, water bills and dead fish.

  Business Response

  Date: 10/12/2022

  We have been waiting for photos for 3 months.  Amazon has a 30 day return window, it does not hinder us from trying to help.  The premise was the skimmer was the issue.  Now, it looks like the issue is holes in the liner.  What we can do is warranty replace the liner, even though it is not a manufacturing defect.  We will photograph the new liner at our facility.  The customer can photograph the liner once it arrives.  If holes appear in the liner after installation during placement then I believe we will all be on the same page.  We are unable to refund a 7 month old order inside Amazon's system.  Pond liners are very durable once in place.  However, it is very easy to damage them with sharp rocks and tools during installation.  Since the damaged liner is already pretty much useless they can step on the material with a rock to see what we mean.  Any sharp edges need to be padded when placing large or sharp rocks on top of the liner too.  I definitely understand where the customer's frustration is coming from.  From our point of view we have been doing this for 30 years so we are quite familiar with how this happens.  If the customer truly does have another liner already, they can message us back on our thread and we can send some other pond products for their water feature instead of the warranty liner.  We have a thousand other SKUs so we probably have something you need even if its just a backup pump.

  Customer Answer

  Date: 10/13/2022

  Complaint: 18191209
  
  I am rejecting this response because:

  Yes, I already have installed a new EDPM liner which is working out just fine.  Please honor your warranty and issue a refund.  If you refuse to issue a refund then please issue the credit that you are talking about for other products.  

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

  Business Response

  Date: 10/18/2022

  Hello,

   

  There is no way to issue customer credit inside Amazon. You will need to reopen the message thread we have and let us know what sort of products you could use for your feature.  ********** has a refund option for a manufacturer's warranty.  

  Customer Answer

  Date: 10/19/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************