TRANQUILITY PONDS

They performed yearly maintenance on my pond. For 2 years, they spent about 1.5-2 hrs. and it looked great. This year they spent only 1 hr. 10 min total time for the $289 fee, the pond was murky and dirty after they left; they didn’t clean up seeds and dead leaves and they went right into the pond. They dumped the old water in a puddle by a wall. They didn’t want to listen to my complaints (took 4 hours to return my call), were rude, and told me they’d reduce the bill $50. When I paid for it, they billed me the total amount because I told them I’d give them a bad review, and then threatened to sue me for “triple the damages” (after I paid the bill!). They didn’t ring the doorbell/call me when they were done or I would have told them about the problems.

It took a long time and a lot of phone calls to get the job completed.

Absolutely terrible! The owner Holly is a horrible business person and very immature. She has no clue about customer service and takes no ownership in her company's mistakes. There have been times when they've cleaned the pond and hours later it was pea soup green. We've had her staff come out to determine where a leak was coming from in our pond and they claim they had to do some major repairs which would cost $5000! We found out later that this was not the case and it was actually a very simple fix. She wanted to charge $300 just for a slice call for a leaky filter that she sold me. Avoid this place at all costs and save yourself the stress and money.

It was and still is a nightmare. Since they installed the parts my pond has not been working. It took days before Holly called me back. I had to turn the system off so it wouldn't burn up. Since they installed the new system the water keeps draining out while on. I had to disconnect the system so it wouldn't burn out. She was rude and claimed that they did what was needed and that my problem was there before they did the work. Before my old pump went out the pond was working perfectly. After paying $1,800.00 they had the nerve to charge me an extra $149.00 to come back out and check the problem. To this day it still isn't working. I will be calling the Better Business B and maybe Contact 13, a local news station that investigates these type of issues.

After a miserable experience with Pond Pros, who said they cleaned my pond (but in reality they only covered up the dirt and muck), I contacted Tranquility Ponds which was recommended by another resident in my community. Holly, the owner, called me promptly (even though she was on vacation), explained what they could do, and scheduled the cleaning. The cleaners came during the originally scheduled timeframe, quickly went to work, completely cleaned the pond and installed a new pump that I had purchased. Byron also explained the proper products to use in a pond, and explained why chlorine is not the right product as it ruins the liner. (Chlorine liquid, tablets and shock were what were recommended by the other firm...). The waterfall and pond looks beautiful and is operating great! I will definitely continue to use this firm!

We have just started using Tranquility Ponds. Our pond aerater was not working and for three days I have been trying to get a response from Holly to no avail. Her people were supposed to be here Tuesday but I was told by her designer that he thought the date had been changed to Saturday. So now the fish are not doing well because of lack of oxygen and one has already died. Holly charges twice the price my other pond people charged and obviously does not care about her clients or their fish. I have rehired Premium Pond Care who have been good and they are very responsive and are coming over. I would advise everyone to absolutely not hire Tranquility Ponds. I just had a phone call from Holly which she obviously made because I had emailed her to cancel her service, which I reiterated.

unknown

We purchased a house about 2 months ago and inherited a koi pond. Neither of us knew anything about the upkeep of the pond, equipment, plants of fish. I spoke to Holly about having someone come out to look at the pond and evaluate the condition it was in and to provide us with the information necessary to do as much of the upkeep ourselves as possible. We scheduled an appointment for the following week. Two gentlemen came to the house, Etson and a second guy whose name I didn't get. Etson reviewed all of the equipment, how to maintain it and the pond, the number of fish we limit ourselves to for a pond this size, the amount of food to feed the fish throughout the year and the number and types of plants we should think about. He also changed the heads on the fountains and reduced the water movement so that we could enjoy seeing the fish more. After the consultation, I felt much better equipped to handle the pond and will definitely use Tranquility Ponds to do my annual cleaning. Very professional. Great customer service. They've got a new client with us.

The response from Holly at tranquility pond calling me a liar, saying that my review was 90% false is ridiculous. Holly claims in her response that my filter needed to be back washed. There is no filter to backwash that's my problem. The proper filter with a UV light would have takin care of the algae problem. So claiming that I was at fault because I didn't backwash the filter that doesn't even exist tells you something here. The filter installed is nothing more than a PVC pipe with holes in it buried 6 inches below gravel. Her insistence that I put two chemicals in my pond every week throughout the year is dangerous also according to anyone who raises koi . You can't keep putting chemicals into a koi pond . The solution is proper filtration and a UV light. I contacted several koi experts who tell me never put chemicals in your pond unless absolutely necessary. The cleaning that I paid $300 for was not properly done. The gravel was not cleaned. My claims were NOT false.

They installed a pond with a three layer waterfall one year ago. 9 months later I decided to have the pond cleaned because the water was becoming cloudy. I have since discovered that a properly constructed koi pond never needs to be cleaned. Had to call 4 times to get Holly to call me back so I could schedule a cleaning. She said the cleaning would be $200 then discovered I had fish and kicked the price up to $300. Why? The technician came out, removed the water and after telling him 3 times I had six koi he only took out five leaving 1 to die. Holly said they were not responsible for fish or wildlife and refused to do anything. I told her the technician was at fault here -that he forgot to remove one of the fish, she kept insisting they were not responsible. The gravel at the bottom was not cleaned at all. Now my pond is very cloudy and dirty. Her solution is to keep adding chemicals to a pond with fish and turtles. Really??Then hung up on me. WALK AWAY!

Have employees that do not know the first thing about Koi or how to maintain filters. They did build me a waterfall that came out nice but was not build correctly to maintain. I would not recommend them at all

When I spoke to Holly, I described in detail everything that I listed above and asked if I could get someone to come out and give me an estimate. She stated that they don't offer free estimates, but that the cost would be a flat fee of $149 plus the cost of materials. It would be $225 plus materials if I chose to have the pond cleaned during the process. I reiterated that one of the hoses had been cut and would have to be re-run, but she assured me that they do full installations all the time and this is the cost. The work was scheduled for Monday morning, though no decision had been made yet as to whether to include the cleaning. When the technician called to say he was running an hour late, I inquired again about the cost of the cleaning. He said that it would be $279. I contacted Holly again, who (after a very confusing conversation) again said it was $225, so I told her to have the technician go ahead and do the installation and the cleaning. Holly spoke to the technician and called me back a few minutes later, stating that since a hose needed to be run, the cost would now be $225 for the cleaning, plus $149 per hour for three hours, more than tripling the estimated labor cost. At that point, I told them to take a hike. A pool technician is $149 per hour? More than an electrician and an auto mechanic combined? I'm definitely in the wrong line of work.

Tranquility built our pond 5 years ago and the owner, Jeff Reid, was intimately involved in the process. Sadly, I have NOTHING good to say about him or the way our pond was built - except to say it's pretty to look at. It was a nightmare from beginning to end. We spent a great deal of money having this koi pond built and made assumptions based on the pond we had at our previous home. The contract called for a bio-filtration system and an auto-fill but did not specify exactly what equipment would be used. The filtration system turned out to be 2 pvc piped with tiny holes punched in them located at the bottom of the pond under a thick layer of gravel... LOTS AND LOTS OF GRAVEL! There is no real filter, no drain system, no uv filter NOTHING!!! Consequently, it's impossible to clean the bottom of the pond through the rocks and all the blowing Las Vegas dirt and debris lays at the bottom of the pond. It's now a MUD PIT that's surely not safe for my koi. The "auto-fill" system that was included in the expensive contract, is a diverted bubbler from our sprinkler system. ... not what we expected nor the real auto-fill system we had at our previous home. When questioned, Jeff (who calls everyone "brother" or "sister") stated that they've found this to be the very best system possible. ... after all "I've written several books about ponds" .... I don't care how many books he's written, What he built is VERY POOR QUALITY and a safe harbor for every bit of bad bacteria and dirt around. It's pretty to look at but 5 years later it's becoming harder and harder to maintain and get rid of all the muck and bad bacteria that grows beneath those rocks. Dealing with Jeff Reid as awful. The pond, given the actual equipment used - a pump and pvc pipe - was grossly overpriced.

The repairman, Junior, was actually early, not a problem for me. He was very polite and patient with me as I asked my questions. He explained everything completely before he began any work. No pressure sales were involved at all. He needed to leave briefly to get additional supplies, he let me know why he was leaving, when he left, and when he returned. He explained the equipment operation to me after the installation was complete and answered a few more of my questions regarding my pond. A very good experience!

The workmen, who did the job, had to know a lot about plumbing, as well as landscaping. The drainage system had to be perfect, and there could not be any leaking pipes. The job took a couple of days, but turned out extremely well. The pond makes the yard look much classier, and the mess was completely cleaned up. Our friends have all commented on it.