Maintenance Membership Packages

What is the best way for me to reach someone at GSK?

You can call, text, or email us any time.
Call 845-651-4100 (select the option for maintenance when prompted)
Text 845-253-4886
Email sales@gardenstatekoi.com or maintenance@gardenstatekoi.com

Our normal office hours are Monday through Friday from 9 a.m. to 5 p.m. EST. Reaching out during that time frame will get you the fastest response.

If you leave us a message after hours or over the weekend, we will get back to you as soon as possible.

What if I have an emergency and cannot wait for a response?
If it’s an emergency related to the health of your fish, during our peak season (from April through November) you can call our Warwick retail store and you will be able to reach someone from 9 a.m. to 5 p.m. on the weekends, too.

Who is on the GSK team?

Our maintenance coordinator, Cristina

Cristina is your first point of contact for anything related to your maintenance membership. Contact her if you have any questions about your service dates, billing, or if you need general help with your water feature.

Here are some other key personnel:

• Tom Smith: Owner/president
• Tom Sandstrom: Maintenance foreman
• Jason, Tyler, Gary, Stephen & Roberto: Maintenance team leaders
• Cristina: maintenance coordinator
• Tom Tuozzo: Retail store manager
• Missy: Assistant retail manager

When will I be scheduled for my spring opening/cleaning?

Spring openings and cleanings begin in March and will continue on a rolling basis through May. Our Diamond, Platinum, and Gold members receive priority scheduling when it comes to openings and closings.

Do I get to pick my service dates?

Our Diamond, Platinum, and Gold members receive priority scheduling and can pick their service date ranges. We always do our best to accommodate your specific needs, no matter which membership package you have with us!

When will I be scheduled for my fall tenting/closing?

For fall tentings and closings, we will send out a brief survey in August asking you to pick your preferred date ranges. Tentings begin in September and closings begin in October. As with our openings, our Diamond, Platinum and Gold members receive priority scheduling.

Will you call me when you are on the way to service my water feature?

Yes, we will call you when we are on the way.

How will I know when my service date and time is?

We will reach out via text message and email once we have a service date for you. If your cell phone number or email has changed, please contact us so we can update your contact information.

What’s included in my planting package?

Our Diamond, Platinum, and Gold Membership Packages include the installation of a mix of floating plants (applicable only to ponds), pond marginals, waterfall and stream marginals, and tropical water lilies (applicable only to ponds). Bronze Membership Packages include the late-spring/early-summer installation only if a Plant Package is purchased as an add-on. To see a more detailed breakdown of what’s included in each plant package, visit our Spring/Summer Services page.

When will I receive my plant package?

We typically get our deliveries of aquatic plants in early—to-mid May, so mid-to-late May would be the earliest you would receive your plant package.

Why was my service date changed?

We try our hardest to avoid rescheduling your services, but a number of factors are outside of our control; the weather, emergencies, and other unforeseen circumstances can all impact our scheduling.

No matter what, we will always communicate schedule changes to you!

What if I can’t be home during my scheduled service?

We can still service your water feature so long as we have access to it on your property. If you prefer to be home so you can speak with your maintenance team, ask questions, and learn more about caring for your water feature, we will do our best to schedule your service for a time you will be home.

What does it mean to sign up for auto-renewal?

We are pleased to offer our customers the option to auto-renew your annual membership. That means that instead of having to do extra paperwork at the beginning of each season, you will be automatically enrolled in our membership program for the following season.

You will always have the chance to review your membership package details, the total cost of the package, and any material changes to the contract before we charge anything to your account.

Am I locked into the auto-renewal, or do I have the option of canceling my membership?

You are not locked into auto-renewal. You can cancel for the following service year at any time prior to services being rendered. We will send you a notice before the start of the season with your information, and you can let us know whether you want to cancel your auto-renewal membership.

Is it easy to cancel my auto-renewal membership?

Yes, you can cancel prior to the new service year by calling 845.651.4100 (select the option for Maintenance when prompted), or emailing sales@gardenstatekoi.com or maintenance@gardenstatekoi.com.

Why are you not offering cash/check prepay discounts this year?

We realize that many of our customers enjoy the convenience of paying for their services with credit cards, so we are not offering cash/check discounts. We are happy to offer a 10% discount if you sign up for auto-renewal and pay in full for your services. You can also take advantage of a 5% discount if you sign up for auto-renewal and select the 8-month payment plan.

When will I be charged for my monthly maintenance installment?

The credit card you have on file will be charged on or around the 15th day of each month, with the first payment due in March 2024 and the last payment due in October 2024 (for a total of eight monthly payments).

How can I get a receipt for my payment(s)?

Our system will automatically email you a copy of your receipt.

How can I get a hard copy of my invoice or receipt?

You can call, text, or email Cristina to request a hard copy of your invoice or receipt, and she will mail it to you via USPS.

I think I was charged the wrong amount. What should I do?

You can call Cristina and she can help you resolve any discrepancies in your billing.

Why was I charged for extra materials and labor used during services?

If your membership does not already include materials like fish food and water treatments, you will be charged for these. Other charges may include pumps, filter mats, and so on. We will always speak with you and get your approval before adding extra materials that have an additional charge.