Michela Z

Poor and unprofessional service from Waterhouse Pumps

The overall service received from Waterhouse Pumps was really poor and unprofessional, and we would recommend that you steer clear of this company altogether, especially when considering an installation to your pond or fountain. We contacted Waterhouse Pumps mid-October 24 to inquire if they would be able to install a new solar system and pump on a small size cement fountain in our garden. Mike from Waterhouse came out to install the system at the end of October 24. When asked whether the fountain would be fully rewired which was the expectation on our side, Mike suggested that we utilize the existing internal fountain wiring in order to prevent a leak in the fountain bowl. We were not sure about this, as we had paid for a new installation, and could not be sure about the existing wiring, however Mike assured us that if we had any issues with the wiring, then he would be happy to sort it out. The initial issues that arose from the installation were that the solar panel was fitted against our electric fence wires (which caused our fence to continuously go off), and that the pump fitted by Waterhouse was too strong for the fountain and water was gushing out of the top. Mike came out in his own capacity (and at an additional cost) to sort these initial issues out on Saturday 2 November 24. The fountain installation stopped working for the first time on 3 November 24 (5 days after installation), and again on 18 November, and again on 25 November, and again on 5 December 24. I have photos of the poorly fitted cable connections, secured with sticky tape and masking tape (without using connector kits). Each time, the same person (Mike) came out and did a quick fix on the wiring of the installation, whilst we continuously communicated with Waterhouse around the fact that the wiring was not properly installed. We again started having issues with the fountain May 25 and went back to Waterhouse again to let them know that the fountain had stopped working. Chelchea from Waterhouse contacted me saying that they would be willing to change the pump for us as it was still under guarantee but would charge me a call out fee. I again (as done telephonically and on email previously) explained that the wiring had not been done properly. Waterhouse insisted that I had told Mike to wire the fountain in this way (which is absolutely not true) and they refused to assist. There was actually nothing wrong with the pump, and the contractor that finally re-did the wiring with proper connections also realized that the solar system battery which was fitted by Waterhouse was either used or faulty, and had failed just over 6-months from installation. Shawn (the owner), Mike, Ayub and Chelsea all absolutely useless, opinionated and unreliable. I have all of the required emails, Whatsapp messages and photos of the work done to substantiate this review. Please stay away.