Complaints

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• Initial Complaint

  Date:09/19/2024

  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.

  I had a new liner put in my pond June 10 2024 by august **************************************************** fill it back up so they see how low the water gets I have been trying to get in touch with them since the end of august. the pond company that referred me is pond plus.The third of august I started calling the *** *** he doesn't return my calls so I call pond plus where he also works I'm told he's out of town on family business.The people from pond plus keep saying leave a message. They told me to repair it myself or find another company if I can't wait. As of this week they have told me they will call me back.

  Business Response

  Date: 09/25/2024

  I, *** **********, manage both Ponds Plus Water Garden Center and Aquatic Care LLC. Aquatic Care
  is the service company that helped Mr. ***** with a Pond Liner replacement on 6/10/24. Ponds Plus
  Water Garden Center is a separate business from Aquatic Care. Therefore, this complaint needs to be
  addressed to the right company: Aquatic Care LLC
  

  Like I said Aquatic Care helped Mr. ***** with a pond Liner replacement on 6/10/24. Everything went
  smooth with no problems and certainly no leaks within the weeks following our service for Mr. ***** as
  he happily paid in full via check on 6/25/24. As discussed, in ******* help, via phone conversations in
  the last weeks 9/3/24-9/10/24 that we absolutely stand behind our work and would be happy to help with
  his leak issue in any way we can. I tried to explain that our work was problem free for months so, the
  problems (Leak) that he is trying to fix now in September was not caused by our work in June therefore,
  our company would be happy to help at our standard rates. Mr. ***** explained he has no intention to
  pay for further help that he is seeking as he, wrongfully assumes, our service had anything to do with his
  current problem.
  

  *** ***, our previous service manager for Aquatic Care, is dealing with health and family issues and that
  is why I, personally, made sure to address and attempt to aid in Mr. ******** current 9/3/24 problems.
  Again, I offered Mr. ***** multiple avenues for aid both walking him through how to troubleshoot over
  the phone as well as offering even more help if he wanted to come into Ponds Plus so, we could deduce
  the problem together. He, unfortunately, rejected both options insisting that we come back, for free, to fix
  his current problem (Leak) that clearly happened months after our original service visit.
  

  We certainly sympathize with Mr. ******* current issue and are willing to help in any way we can but we
  cannot fix something that we didn't cause; at no charge. Clearly our work provided in June was problem
  free and in fair trade. His current problem in September would have nothing to do with our services
  provided in June therefore, our standard rates would apply for future help.
  

  In sympathizing with Mr. ***** situation, I have offered via phone (9/25/24) to come out and help fix his
  current issue for him without any confirmation or assurances from him that I will be compensated for my
  time.

  Customer Answer

  Date: 09/30/2024

  Complaint: 22309446
  
  I have reviewed the business' response and am rejecting it because: I was told by *** the guy who put the liner in. After it started to leak his crew checked the liner could not find leak. Was told to let the water go down until it stop going down.I couldn't reach *** after that. I called the last two weeks of august.After that I was told he was out of town.I was told by *** to find the leak my self Im sixty six years old is this how they treat their senior customers.
  
  
  
  Sincerely,
  
  ********* *****

  Business Response

  Date: 10/30/2024

  I, *** **********, again sympathize and empathize with your situation and would be happy to help at our standard rates.  
  Unfortunately, you still seem confused in your understanding of the situation.  You are currently having issues with a leak.  
  This current problem your having has nothing to do with our work on your water feature as it was months ago.
  As I stated in our previous response that our initial work on your water feature with installing a liner on 6/10/24 was absolutely leak free
  and agreed to be in fair trade as you happily paid in full just over two weeks after the install via check.  
  Had there been any issues with our service we would have known and fixed it immediately, within days; not weeks and certainly not months after.
  Your current leak issue with your water feature evidentially happened over the summer within those two months and could have been caused by any number of things;
  as this is an outdoor feature (Hobby) that is exposed to all elements, wildlife, & abuse that nature has to offer.  Many people have random leak issues pop up; this is very common.
  For example, it could have been a predator bird's beak or claws, a raccoons claws or teeth, or I've seen termites and mice chew holes etc.; just to list a few possibilities.
  Again, I sympathize and care about your problems however, as this is certainly not our companies doing we cannot help you solve/fix your problems for free.  
  That's just not reasonable to assume causation and blame us for your troubles, then aggressively command us to fix your problems without compensation.
  Sorry for your confusion about the situation, but correlation is not causation.  Please do not insinuate that we are unconcerned or being difficult. 
  We have always only tried to help you over the years and I'm disappointed that your are having trouble seeing that. 
  

  I've copied my pervious outline of the situation for your review and I hope this clears up your confusion. Once more, we would still be happy to help in any way we can at our standard rates.  Thank You Very Much, Jim 
  

  ""I, *** **********, manage both Ponds Plus Water Garden Center and Aquatic Care LLC. Aquatic Care
  is the service company that helped Mr. ***** with a Pond Liner replacement on 6/10/24. Ponds Plus
  Water Garden Center is a separate business from Aquatic Care. Therefore, this complaint needs to be
  addressed to the right company: Aquatic Care LLC
  
  Like I said Aquatic Care helped Mr. ***** with a pond Liner replacement on 6/10/24. Everything went
  smooth with no problems and certainly no leaks within the weeks following our service for Mr. ***** as
  he happily paid in full via check on 6/25/24. As discussed, in ******* help, via phone conversations in
  the last weeks 9/3/24-9/10/24 that we absolutely stand behind our work and would be happy to help with
  his leak issue in any way we can. I tried to explain that our work was problem free for months so, the
  problems (Leak) that he is trying to fix now in September was not caused by our work in June therefore,
  our company would be happy to help at our standard rates. Mr. ***** explained he has no intention to
  pay for further help that he is seeking as he, wrongfully assumes, our service had anything to do with his
  current problem.
  
  *** ***, our previous service manager for Aquatic Care, is dealing with health and family issues and that
  is why I, personally, made sure to address and attempt to aid in Mr. ******** current 9/3/24 problems.
  Again, I offered Mr. ***** multiple avenues for aid both walking him through how to troubleshoot over
  the phone as well as offering even more help if he wanted to come into Ponds Plus so, we could deduce
  the problem together. He, unfortunately, rejected both options insisting that we come back, for free, to fix
  his current problem (Leak) that clearly happened months after our original service visit.
  
  We certainly sympathize with Mr. ******* current issue and are willing to help in any way we can but we
  cannot fix something that we didn't cause; at no charge. Clearly our work provided in June was problem
  free and in fair trade. His current problem in September would have nothing to do with our services
  provided in June therefore, our standard rates would apply for future help.
  
  In sympathizing with Mr. ***** situation, I have offered via phone (9/25/24) to come out and help fix his
  current issue for him without any confirmation or assurances from him that I will be compensated for my
  time.""