If you have a problem with your pond contractor, we recommend contacting the contractor directly to discuss your concerns and give them an opportunity to resolve the issue.
Steps to resolve a problem
- Contact your contractor. Explain the problem and what you would like them to do to resolve it.
- Document your concerns. Keep copies of your contract, warranties, invoices, photos, and communications.
- Follow up in writing. If the contractor is unresponsive or refuses to address the issue, send a written request outlining your concerns and asking for a response.
- Consider another contractor. If your original contractor is no longer in business or cannot resolve the problem, you can use our Certified Aquascape Contractor locator to find another professional who may be able to inspect or repair your pond.
Can Aquascape help resolve a disagreement?
Certified Aquascape Contractors (CACs) are independently owned businesses, not employees or agents of Aquascape. Contracts, workmanship, project warranties, and dispute resolution are the responsibility of the contractor and customer.
Aquascape does not guarantee work performed by independent contractors and cannot require a contractor to perform repairs, provide refunds, or resolve contractual disagreements.
If your concern involves a Certified Aquascape Contractor, you may share your experience with Aquascape Customer Care using our Customer Care contact form. While Aquascape cannot resolve contractual disputes, customer feedback can help us evaluate our contractor network.