Founded 2006 • With Angi since June 2012
Angi Certified
Service Provider Response
Sorry you had an issue reaching anyone over a Holiday weekend. In most cases calls are returned promptly, unless I am out of town or spending time with my family over a holiday weekend. The first Message you left late Thursday was extremely garbled, barely understood so therefor I did not have a clue as what your number was. The second VERY RUDE message you left late yesterday, warranted no call back, nor desire to want to work with someone whom would leave a message as you did yesterday.Service Provider Response
(removed member name) placed a call to me(Robert Elsen) Owner of Serene Aqua on late (7pm ish) Thursday evening. She stated that the pump went out and wanted to know what I could/would do for them.When speaking to (removed member name) she made it very apparent she expected me to replace this pump under a warranty, which with the pond being installed over three years ago her warranty was 2 years expired. She was not happy, but I assured her once I could come look at it I may/or may not be able to fix it. I also explained that I would make an effort with how busy we are that I was uncertain when I could exactly come to see what was wrong, but that I would get there no sooner than Monday and no Later than Tuesday. This was the last contact I had with (removed member name) until she called me after the install. Once I arrived on Tuesday, An Employee and myself met with (removed member name) her husband. He was smiling and happy to see me there and I quote"under such a short notice", however we arrived and instantly I knew why the pump failed. THe water was murky Black(please see enclosed pictures) and there was an extreme amount of debris in the pond. I joked with (removed member name) about how dirty it was as I removed my boots to get into the pond. I uninstalled the pump and asked (removed member name) how often they clean it. He said they clean it when they can and we both kinda laughed it off. As I was exiting the pond the amount of filth, fish feces and other debris on me must have shocked (removed member name) B/c he promptly offered to let me use his hose to wash off. I showed (removed member name) the lodged cranberries in the motor and also the caking of the motor due to the extreme filth in their pond. I explained to him that I would replace the Pump with an identical pump and put a filtration system on it to temporarily keep the pump from prematurely failing again, until they could thoroughly clean the pond. He understood that he needed to simply pull the pump out of the water spray off the stuck debris and reinsert the pump until the pond could be cleaned. (removed member name) asked me if I could clean the pond(which I couldn't because I was not made aware I was being called to clean a pond as well I had not the materials or the time schedule to allow myself to do this), which I answered that I could not for about 2-3 weeks or unless I had a free spot in my schedule. He was very understanding and appreciate of the fact that I offered to replace this pump at my cost plus a $50.00 service fee, very appreciate of the fact that I explained I would install a filter on the pump for him and was completely aware of what his due diligence was in order to keep the pump operating smoothly until the pond could be cleaned. I installed the new pump the following day and left with the pump working as it should. I received a very nasty condescending voice mail from (removed member name) stating what I did for them was a joke and that I did not even replace the pump with a similar pump. I promptly called (removed member name) back explained to her calmly three times that I put the same exact pump,but brand new back in the pond and that there was no need to call me names on my voicemail. Which she proceeded to berate me and not listen to me as I was trying to explain to her all she had to do was the directions I gave her husband. This conversation took place at 8pm Wednesday night of the same day I installed the pump. I tried 3 times to explain to her what I explained to her husband and she would cut me off in mid sentence telling me that I was dishonest, so finally I offered to come and remove the pump I installed , leave her her old pump and charge them nothing. She promptly hung up on me. After this conversation she felt the need to post a picture of her non working waterfall(black murky water and all), on my Serene Aqua Facebook page, After many of my customers whom own ponds I installed, three other business professionals who also install ponds and other individuals I did work for saw her comments and her picture she promptly removed(under embarrassment I presume) it the next day because the consensus was all the same. How can you expect a company to honor a warranty that is two years out of service when the whole reason you want a warranty claim is from your negligence of never cleaning the pond(picture of pump included). The kicker and sad truth of an ending to this story is the fact (removed member name) just wanted a free pump all along, this is evident by me driving past their house (which is on a very busy street in Blueash), on the next Monday and the waterfall and pump was working just as great as it has all the last three years!!! My resolution to this is (removed member name) will send me a check for the amount of time I used to write this review and also what was agreed upon when the work was performed. I owe her no apology for her neglect of communication with her husband and for her neglect of the pond!!! In case anyone is uncertain how a pump works, very similar to a vacuum, if it is clogged or blocked it is unable to suck the water(pet hair) in and there for as it is constantly clogged it will cause the motor to burn up. (removed member name) was offered at the time of install 3 years ago a filtration system with her declining it due to cost factors. She also tried to report this to the Better Business Bureau and was effectively told by them she had absolutely no case. AS she continues to try to bash me, maybe she should at least pay for her services it may give her a tiny bit more credibility. I have over 50 local ponds installed and have had zero complaints as far as how we treat/care and help our customers. As every customer whom found me on Angie's list has commented so far MALE AND FEMALE I treat people with respect, dignity and honesty!!!!Grass mowing