Sublime Water Garden

I am writing this review a few days after the issue to do it without emotions attached. I originally spoke to a person in the store about my needs and told me that I would hear back from a project manager about the details and possible pricing. His response into calling me was nice that day in looking to get my project started. The problem which I didnt know at the time was that I wanted use the pond liner I had already purchased to do the job. It was paid for and not returnable. I spoke with him and told him my concern but I was willing to listen to his ideas on how to make it work so he "would not have to return in the future." I agreed. I sent him some photos on June 30th of the areas of concern and how the pond was fed with natural rainwater, etc. He was to check his calendar and get back with me on when he could come to my house for an estimate. I had not heard anything and called in on July 13th to see what the status was. The receptionist had no idea of my project and would get back with me. I got a call at 4:20 pm that day with the response "he isnt going to do your project." ??????? That was my first response. The reasoning was behind that I wanted to use my own equipment that I wasn"t even worth the time for a follow up call stating that we could not get it done or not. I am/was furious at this response. I was willing to use his stuff if the price was right and anything to get it done. I asked for another PM and I was told there "arent any." He is apparently the owner of the company. I have now wasted several weeks and am probably not going to get my irrigation system completed because of the worst customer experience I have ever seen. Instead of trying to make it right and at least give me an estimate.... they just gave me a referral to another company which could not do it either. They may do great work, but only if they choose to work with you.

Installation of original water feature occurred in the fall of 2015. I also had them repair/rebuild an existing water feature that was in my yard. I have had no problems whatsoever with the new feature that they installed but did have some issues with the repair of the existing waterfall. To me, I am much more interested in how he company's follow up and warranty work is handled then I am the initial sale. Anyone can make a mistake or have a problem with an installation of a job. To me it is much more important in following through to warranty any problems. I am glad to say that anytime I have called them to repair a small problem they have come out quickly and taking care of the problem. Their creative design and installation is impressive but the follow up and care that they provide the customer long-term far out last any other work that they do. Dan and Stacy and all the others deserve five star for all of their work and keeping the customer happy. They have earned all of my business long-term. They not only sell a great product but they follow up in a great way. I recommend them to you 100%!

Same crew that came out before. Very friendly, did an unbelievable job cleaning the pond. Those guys should get a raise.

The crew showed up on time. They have drained the water and cleaned the pond. Upon my inspection the water was as dirty as prior to cleaning. The company rep told me over the phone the algae growth should subside after adding chemicals they provided me. I have been adding it to my pond but it was becoming more and more dirty. At some point the pond was so overgrown with algae I couldn't see any fish. Finally almost all my fish died. Subsequently I have hired another company to clean up the pond, treat the water and introduce new fish. They have informed me that my system is equipped with UV light that burned and that is why I had so much algae growth. Sublime Water Garden never bother to check the system. I seriously doubt they even cleaned the filters. They also left all wiring out. They were almost double in cost to the company I hired to clean up their mess.

The equipment brought to site was high quality and provided a quick professional Pond clean-out The two man crew were pleasant and highly efficient . They walked me through the entire clean-out process Crew provided assistance with selection of those fish I wished to retain. The undesired fish were retained to their site. Backyard area, when complete, including pond and waterfall, was spotless when the crew cleared the work area I am a seasoned Pond owner who has been cleaning my fish pond on an annual basis, for the past 10 years.. I lack the equipment and the knowledge to provide the high quality of service as experienced with Sublime Water Gardens. The clean-out job, normally would takes me the majority of one day ,was complete in less than 2 hours . Sublime Water Gardens provided me full precost of labor, chemicals and estimated time, in a quick professional e-mail The professionalism of their crew and quality of work assures that I will be using them in the future for this critical task

came up with some good ideas and provided cost estimates

Agent sent some info depicting examples of off the shelf fountains and also sent several follow up emails. It was vague to me exactly how the project would be carried out, but this probably would have become more clear had I proceeded. The quoted estimate actually sounded way too high for what I was asking to be done. Provider has no physical location where samples of materials or work can be seen, but judging from their web site I believe this provider is accustomed to doing projects much larger than what I was asking for. I dropped plans for the project, at least for the time being.

We were delayed starting by one day (they did call me to approve) but then it was full steam ahead. We basically took the old pond, turned it 90 degrees and now have an awesome waterfall and pond that we can see from the patio which was the goal. Aaron is a true waterfall artist. (6/6/2015 just realized this review was in drafts!) I still love my Koi pond a year later! We have them do our quarterly pond maintenance and they just finished the annual cleanout both of which I recommnend if you are as busy as we are. I can call any time I have questions.

Terrible experience. The provider never contacted and didn't have courtesy to give a call despite waiting for over 3 weeks. Based on Angie's list the expectation was the call will be received from provider and schedule will be set within 2 business days. When there was no contact by service provider over 3 weeks, I had to cut my losses by canceling the service request.

I’m looking for a company to lay down some sod. I called and spoke to the company, the do not lay down sod. I could not use this deal.

Sublime Water Gardens installed our pond over 8 years ago and have serviced it ever since. We had hadn't had them come for several years to perform maintenance and clean it out. It was in bad shape! After a some scheduling shuffles for this and that, they came out and performed the estimated work and were true to their time and the cost. The workers were helpful in how to use the new bacteria and additives and they have worked wonders on keeping the pond sparkling clear. I checked the prices on line for the products and they were the same as what they sold them to me for. The service guys helped me do a couple of extra things to get the pond really clean (pulled out some plants,, removed sludge, etc.) and all the fish did just fine. They also gave me tips to keep the pond clean and plants in check. Great job, SWG!

I didn't want to write this until I resolved the actual problem. I've had a few dealings with this company and for the most part its been challenging at best but this last visit was atrocious. I had called because my pond waterfall was very low and since they did the original installation I wanted them to see the problem. I called to make the appointment. As many have reported the receptionist was very terse and said she had a day but not a time and would call me back. The day came around and I get a call that they are on site and why wasn't I there. I leaped into the car and drove down to find one guy I had never seen before. While he was very nice he didn't have a clue what he was doing. He even admitted to me he was a woodcraft man by trade which of course made me even more frustrated. While he was checking things I had told him I had already checked he kept getting stumped about basic diagnostic issues and I had to help out with simple things like priming the pump and testing the flow with the filter system. He even tried to claim inserting a rubber tube into the leaf catcher before the pump increases suction which makes no sense since its an enclosed system. 50 minutes later he's stumped and leaves. I called the next day and asked to talk with someone more knowledgeable since he didn't find the problem. I was promised a call back. 5 days later I get the bill and called again more frustrated asking once again to talk to someone with more knowledge since the problem wasn't fixed. I again was promised a phone call. No call was ever made. I called a pond company out in Garland yesterday. They came out, were extremely nice and found the problem. It was the pump itself. They spent nearly 3 times the amount of time diagnosing and making sure everything worked, were super nice and charged nearly the same amount of money for all of that work and most importantly, they fixed the problem. I cannot recommend this company to anyone. 220 dollars an hour is outrageous for someone who had no idea what they were doing and fixed nothing. To not get any call back from someone more knowledgeable not once but twice tells you all you need to know.

The pond remodel looks fantastic. The workers who completed it were hard-working and explained all the features thoroughly. The only downside was customer service with the sales department. They were not very responsive and there was a long delay in communication. When we did communicate it was pleasant and they were helpful. However, I had to make numerous phone calls and emails.

It went great. There guys were very knowledgeable and completed the task in less time than I expected. I've used them several times in the past and have had similar good results. Cleaning the pond is a fairly labor-intensive project. They do a good job keeping the existing fish and plant life alive. They also take care not to damage surrounding landscaping and water sprinkler system.

Sublime Water Gardens is the best business of it's kind in the Dallas-Ft. Worth area. They are based approximately a 45 minute drive from our home, but we use them because they are the best and really know what they are doing. There are many fly-by-night landscaping companies out there that will tell you they can do this and that and they really know nothing about it. These guys know their stuff and I can depend on them to be at my house when they say they will be there. If they have to cancel for any reason (such as weather) they always call and re-schedule the appointment. Stacy, who is their office coordinator, has been excellent to work with. She is very conscientious and always returns my calls. The only drawback is the cost of services, but services for water features is always expensive and they do travel long distances across the metroplex to reach their customers. Our pond is sparking clean and ready to go for the Spring and Summer season!

I had them when they were under a different name and I had a lot of problems with them. They were absolutely neglectful. I wouldn't recommend them to anyone! The previous owners of my house used this company that's why I went with them too. When I first started to call this company, I was having so much algae in the pond and they sold me something that was supposed to keep the algae out. It was expensive and they told me it would take 2 weeks for it to work but it never did. I kept calling them but the owner wouldn't even come out even though I begged him. I wanted to show him that I had so much green algae in my pond and what they told me was unreal. I had another pond gentleman from another company and he's top of the line. He told me I never needed that thing Sublime Water Gardens sold me. I don't feel Sublime Water Gardens is worthy of their business.

The work in 2013 was adequate. I mostly have trouble with the service before and after, as follows: The guys working on the pond did a good job, and I would normally request them to return except I am tired of having to interface with the person who handles phone calls. In the past few years, she has gotten further and further from being a customer-oriented person to a full-on adversary. I have used Sublime for many years. Besides the annual pond cleaning, they had done some remodeling on my pond about 5 years ago, and I would stop in their retail store for different products. I loved talking to Jacquiline who worked at the store. I started to call her Dr. Pond because she was always so knowledgeable and helped me resolve numerous issues. I also really liked Dan Martinez. He was great to do business with. But, as they moved their retail stores 3 times while I was associated with them, and eventually closed the last location, they have gone completely to online service only, and I have found the personal touch they had is gone. As I said, the person who handles the calls is a bit to rough around the gills, so to speak, and I have gone to another company, the first time in many years. The issues with this person run the gammit of misunderstandings on what cleaning tasks I was paying for in the quote, to the cleaning guys removing all my small pebbles, not once but 3 times, without replacing them and without the phone person not even showing any care or concern, to being told I would receive a call about getting on the cleaning schedule by the scheduling person asap and that a quote would be sent to me. After 2 weeks, i return from vacation with no notification about my cleaning date. So, I call and get this person who says, "well, we never put you on the schedule because you didn't confirm the quote." I told her I wasn't under the impression that was required and I had told her I needed the pond cleaned as soon as possible as I was losing fish, 2 in the last 2 months, and I didn't know what was causing it. Instead of resolving the issue, she takes the time to find exactly when I called and said, "Well that was only the week before last that you called". I said that the point is, I was not told I had to return the quote first before getting a date. She didn't really care that I was losing my goldfish and potentially my koi and said it would be mid-April before anything could be scheduled. I told her I would have to find another company to do the work and I did. They came out today, 3 days after calling them, and got the job done. Hopefully, things will change for Sublime in the future but for now, there has been a loss of customer service, and when you don't have customer service, you don't have customers. I'll check back next year and see if things are getting better.

They quoted us one amount over the phone. They came out, did the work and sent us a bill for double the amount they quoted. We paid the original quote amount and they never contacted us again. They did a good job. We thought it was odd for them to give the quote over the phone and instead of a quote on paper.

Sublime Water Gardens always does an excellent job. They originally installed my backyard koi pond (approximately 8' x 11') almost 3 years ago. They came and performed the yearly cleanout of the pond (as well as replaced the skimmer net and brushes). The pond looks great! I highly recommend Sublime Water Gardens!

It went really well. They put in 3.5 hours of solid work and left our pond sparkling.

Rude Back Office Representative Lost a Customer for Life I waited a couple of weeks to write this review so I was not writing in a fit of anger. SBG has lost a "customer for life" because of their absolutely terrible and unprofessional office representative. In late December, after we had already paid SBG for services rendered in October, we received another bill from SBG. We asked for clarification on this bill and the services the bill claimed to cover. From there, things went completely south. I have never been yelled at for asking clarification on a bill before. The SBG representative yelled at me. I have never been so rudely talked over as I tried to explain my position and recollection of the services rendered. The SBG representative repeatedly and constantly - even after being asked not to - talked over me, refusing to give me a chance to state my position, memories, and possible solutions. I have never been laughed at when asking for clarification on a bill before. The SBG representative laughed at me. To be absolutely clear, on the ground SBG provided us excellent service. They carefully cleaned our pond and reset the landscaping. They arrived on time, were courteous, and fast. The fish survived the ordeal. But when questioned on their billing - for services we are not convinced we received - the SBG representative was rude, angry, derogatory, and unwilling to reach any sort of understanding. When the SBG representative laughed at me on the phone, that was the last straw. We paid them to make them go away. We will never pay them another cent in the future. SBG lost a happy customer-for-life.

It went very, very well. These guys know ponds and what it takes to keep then clean. They have my trust.

Responded quickly, professionally explained problem and revolution. Provided demand estimates. Crew was on time, worked hard and diligently. Very exceptional service at a reasonable fee.

Always a great experience with Sublime. Their crews are pond experts. Although they did not build my pond six years ago, they have cared for it for at least the past four years and they do excellent work. I am no longer able to care for the pond myself so I have hired them to do my yearly clean out and my monthly maintenance during the pond season. Sublime custom created a yearly maintenance plan that fits my needs exactly. They are great at finding and fixing problems and I always get a report card on my water condition and the health of my fish. Would recommend them to anyone.

They did a great job! Dan was very easy to work with and extremely patient with me as I purchased my own equipment in an attempt to save money. (should have gone with his bid it would have been cheaper!) Nevertheless Dan's guys came out and did a great job making my new pond. His suggestions were always right on the mark and when I found a few things needing to be fixed they were back out when they said they would be, went over everything and made sure I was happy. Definitely a company you can trust!!