What is maintenance, why do I need it and how often?
To keep your water feature healthy it must be tended to regularly.
Each water feature has a different set of needs. Frequency of visits depends on the filtration setup, size of a water feature, how many fish and more. It is ideal to do some form of maintenance at least every week and if you are more hands on, you may only need us biweekly or monthly.
If you notice yellow lily pads, leaves and muck built up on the bottom of your pond, algae forming, dead blooms, poor water quality or your water flow has slowed down due to build up, then you should consider upping your maintenance.
What is the difference between regular maintenance, scheduled service and a cleaning?
Regular Maintenance: Maintenance is considered so if scheduled visits are sufficient enough to accurately maintain the water feature, typically weekly or 2x per month for ponds and monthly for pondless water features or fountains. Cooler months are typically 1 hour or less while warmer months can be up to 1.5 hours.
Scheduled Service: The same checklist as a regular maintenance visit, but not frequent enough to be considered proper maintenance. Good for regular customers who want an extra service for a holiday or party. Typically 1 hour.
Cleaning: A complete draining of the water feature, the bottom and gravel washed, plants repotted, etc. A cleaning is much more labor intensive and time consuming. Typically done annually in the spring, sometimes additionally in the fall.
If I have an issue, can you fix it since you’re already there for maintenance or service?
We will do our best to accommodate any requests as long as we are still able to complete our checklist in that time bracket. With enough notice we can double up the time of the service visit to help take care of any additional services. Each additional service requested is not included with your maintenance pricing and you will be billed accordingly. If the request cannot fit into our route that day, we will set you up for the next available appointment in your area.
How is maintenance or service scheduled?
All visits are scheduled on a Monday - Wednesday according to location. Contact us to find the next available day in your area. It is difficult to predetermine the time of day we will arrive for your service but we can notify you when we are on the way. Your visit could be carried over to the following day due to weather delays, holidays or if we are unable to complete all scheduled stops in one day.
What if I need to cancel or reschedule a maintenance or service visit?
You can certainly cancel or reschedule a service at least 24 hours in advance. Same day cancellations/rescheduling will be billed a $50 cancellation fee. All appointments are first come first serve and based on availability.
What if I paid for the year upfront and now I wish to cancel?
You can certainly cancel your services with at least 14 days notice. You will be reimbursed the remainder of your payment for services not performed. Example: For Monthly Pond Maintenance you pay $1900 upfront for the year and cancel with 14 days notice after 6 months, you will get $950 paid back to you.
What should and shouldn’t I expect from maintenance or service?
You should not expect a pristine, crystal clear, problem free pond. It is a natural ecosystem, not a pool. You can expect that we will show up for scheduled appointments, always guide you in the best direction and have the ponds best interest in mind. In addition to our checklist, we take the time to sit with your pond, get in the pond, watch the fish, tend to the plants, look at water quality and get to know your pond. We treat it like our own, with love and care and attention to detail. We will make any important notations on your invoice or contact you directly.
What do you need from me?
We need access to water supply, electricity and any gate or access codes, especially if you are not home during services. If you have pets, we do require that they be put up if we haven’t been properly introduced. It is best to have a predetermined budget for action so if something is needed it can likely be taken care of same visit, avoiding the need for scheduling additional visits.
Communication. Share your experience. If there is something you need, please let us know. If there is something you want to address or you just want to tell us what a good job we’re doing, we encourage that. Feedback helps us grow, evolve, and learn. A pat on the back keeps us going!
How do I pay for my services?
Payment is due upon completion of services for monthly visits and at the end of the month if you are scheduled more than once per month.
Automatic bank payments: Any additional services or charges will be invoiced to you at the end of the month.
Checks or Cash: Collected at completion of service or according to whichever payment plan you are on.
Venmo: Collected at completion of service or according to whichever payment plan you are on.
Credit or Debit Card: You can pay online or in person with a card. This method requires a 3% processing fee.
*Accounts not paid within terms are subject to a 1.5% monthly finance charge.