Due to the size of the fountain, and due to my own physical
liabilities, I chose to have the fountain professionally installed by Pond and
Fountain World.
During the installation, I noted that the top tier had been
broken and repaired. The installation
personnel agreed and they proceeded to call Mr. Peterson who relayed that the
broken piece would be replaced. That
fact was noted on our receipt.
I waited and, upon hearing nothing regarding the replacement
part, called Pond and Fountain World to follow up. I was told someone would look into it and
call be back. No one did. Again, I called, relayed the story and was
told that someone would call me back and, again, no one did.
In the fall (September, 2011), I spoke and corresponded with
Mr. Doug Stovall who was the first person with whom I spoke who seemed to have
a genuine interest in resolving the issue.
We discussed the fact that the season was winding down and it would be
best (for THEM) if the replacement part in question was shipped along with other
parts , but that could take months.
Foolishly, I agreed to wait until spring to have this
resolved. I thought my reasonableness
would be rewarded but, alas, it was just another stall. In March, 2012, I contacted Pond and Fountain
World, asked for Mr. Doug Stovall and was told that Mr. Stovall was no longer
with the company. Once again, I told my
story (this time to a fellow named “Mike”, and once again, I was told it would
be handled.
In April, 2012, I unexpectedly received a small palletized
shipment at my home which proved to be the replacement part. As I was involved in other matters, the skid
sat, literally untouched in my driveway until June 17, 2012, when I opened it
and prepared to replace it and, nearly a year after its installation, finally
have it complete.
The part in question was broken.
I called Mike on June 18, 2012, relayed the information and
my profound disappointment in same. I
proposed that the company offer me an adjustment as, after the time and effort,
I had decided to resign myself to settling on a two-tier fountain. Mike’s response was to tell me that they did
what was expected and to essentially tell me that their responsibility has
ended.
I guess that’s my reward for being reasonable in the fall
and not having been more demanding.
He did say that he would pass this along to “his supervisor”
but, like every other time they said that they'd "get back with me", they didn't.
Not returning a call or two is a mistake and to err is
human. Continually being ignored by
multiple individuals is indicative of a fundamental dysfunction at the
corporate level.
I must say that I cannot recall having done business with
another entity quite like Pond and Fountain World. In 58 years, I have never had the occasion to
write a letter such as this, but if there were ever such an occasion, this is
it.
Do business with these rogues and charlatans at your own risk.