I wan to start out by saying the interaction with the people in the company were pleasant however,…read morethe outcome was not. I hired LCM Outdoor Living to perform what they quoted as a "Full Water Feature Clean Out" for my pondless waterfall at a cost of $1,608.92.
Before scheduling the work, I explained that I had recently purchased a home with an existing water feature that needed a thorough spring cleaning and start-up. The written quote described the service as including inspection and cleaning of the equipment, power washing the feature, checking water quality, ensuring proper filtration, adding beneficial bacteria, and, most importantly, "one thorough cleaning, which includes the complete cleaning of the pond, removal of debris, and deep cleaning of all pond equipment."
When the crew arrived, they drained the water, pressure washed the exposed surfaces, added beneficial bacteria, refilled the pond, and left. I was told the cloudy water would clear within a few days, which it did. Unfortunately, the water then turned a deep orange only days after the cleaning.
When I contacted the company, I was initially told the discoloration might be caused by well water. I explained that my home is not on well water. Wanting to understand the issue myself, I researched common causes of orange pond water. One commonly cited cause was decomposing pine needles, pine cones, and organic debris.
I went outside, moved several of the loose rocks that the water flows over, and found large amounts of pine needles, cones, and other debris trapped underneath them. This was surprising considering I had paid over $1,600 for what was described as a complete clean-out with debris removal.
The same technician returned to inspect the pond. He first suggested the rocks themselves might be causing the discoloration and later suggested a small amount of rust on one of the filter brushes. To test that theory, I placed the brush in a clear pitcher of water. It did not discolor the water. When I showed him the debris hidden beneath the rocks, he told me their crews are instructed not to move rocks when cleaning because they could damage the liner if the rocks were glued down.
That explanation didn't make sense in my situation because the crew had already moved rocks during the service to cover exposed liner. More importantly, the company's own contract specifically states that the service includes "complete cleaning of the pond" and "removal of debris." In my opinion, leaving significant amounts of debris beneath the rocks where the water flows does not meet that description.
Afterward, I contacted the salesperson who prepared my estimate, hoping the company would either offer to correct the work or provide some type of adjustment given that the contracted work did not appear to match what was performed. Instead, I was told the technician had been correct and that they simply do not move rocks during cleanings.
At that point, it became clear that my expectations and the company's definition of a "full clean-out" were very different. To me, water that turns orange within days because debris was left behind is not a successful deep cleaning, regardless of whether the water is technically clear.
I understand that every company has its own methods, but I believe prospective customers should clearly ask what "complete cleaning" and "debris removal" actually include before agreeing to this service. Based on my experience, those terms did not match the work that was ultimately performed.
I cannot recommend this service. I feel I paid a premium price for work that did not meet the written description, and I left feeling that I could have purchased the necessary equipment and achieved a more thorough result myself for much less.
