Aquarium Adventure

When Mr [redacted] came in to exchange his filter we were unfortunately out of the CF-model that he had purchased When my cashier called me up to the register she told me the UV was broken and I could hear the broken glass as she removed the lid of the filter Aquarium Adventure does not knowingly sell defective product; implying that we would is ridicules When I determined that the filter was indeed defective I let Mr [redacted] know I did not have any of that model in stock and I could do one of three things Give him a refund in the form of a store check since I cannot do a refund onto an [redacted] gift card The store check would have been available the next day (which I repeated several times) at the store or we could mail it to his home if he did not want to stop in It is clearly posted in our store right beside the registers that cash refunds over $are done by store checkThe admin who can write checks for refunds is here in the store Monday through Friday He could come in when I had the CF-filters back in stock for an exchange (which I expected to be within to days) I could sell him the CF-and split the $cost difference with him (he pays $and I pay $20) When I offered this option he countered that I should pay $and he would only pay $ I told him splitting the cost down the middle was the best offer I could make Mr [redacted] decided on option Mr [redacted] asked me to open the filter and verify it was in working order which I did and it was Mr [redacted] received the agreed upon discount and paid half the difference for the upgraded filter He was not forced into this decision; he made it of his own free will Since an agreement was reached in the store at the time of the return and was agreed to by both parties we will not be offering and additional refund, discount or discussion in this matter.Thank you

We have read the statement from *** ***, and although
we understand that she is not satisfied with the results of our transaction,
the facts of the issues she has listed are inconsistent from our
perspective.
We first looked at pond last year (2014), and we advised
her
that her liner is an old style PVC material which had numerous holes in it
which cannot be reliably patched (it would only provide a short-term band aid),
and that more holes and cracks would certainly start appearing due to the brittle
nature of this type of linerAt that time, she had us clean up the pond the
best we couldShe went on to explain that since she is renting and doesn't own
the property, she didn't want to spend a lot of money on it but would talk to
her landlord to see if he would pay to fix the pondWe did not hear back from
her in 2014, so we had no way of knowing how she handled the repair of her
liner.
She paid for the work in with no complaints, which
included our standard policy of charging for drive time in the labor, and which
is clearly marked on the invoice. I
mention this because we billed for our time this year in the same way, but this
year she has complained about the amount of time on the bill which is accurate
when the drive time is accounted for.
When *** asked us to come out to clean her pond this
year (2015), our technicians arrived and started to clean out the leaves and
debris in the pond only to find that not only had no repairs been done to the
holes and cracks in the liner, but there were considerably more holes than last
year. As soon as the techs realized that
they would not be able to deliver a completed job to the customer due to the
damaged liner, they informed her of the issues and asked how she would like
them to proceed. She told us there was
no point in continuing until she could get the home owner to repair the pond,
which we later provided a quote for.
The techs told her that as a favor, they could try to put
some temporary patches on the holes even though they would not likely hold for
long, which we did not charge her for.
Unfortunately, it started to rain so they were unable to get any patch
to bond to the liner
At the end of the
job, we were confused as to why *** would ask us to come out (and pushed us
to get there quickly) to do work on a pond that she knew was not workableWe
did not receive the June 25th letter referenced by ***The quote that was
provided to Ms*** did reflect a discounted amount of labor as a courtesy
In her desired resolution Ms*** asks that we repair and
clean the pond. The liner is not
repairable. It would need replaced
(which we have quoted at a discounted labor rate). The pond cannot be safely cleaned until the
liner is replaced. If the decision is
made to move forward with the liner replacement we will need written approval
from the property owner to proceed. We
will also need pre-payment for any approved work
Thank you

When Mr*** came in to exchange his filter we were
unfortunately out of the CF-model that he had purchased. When my cashier called me up to the register
she told me the UV was broken and I could hear the broken glass as she removed
the lid of the filter. Aquarium
Adventure
does not knowingly sell defective product; implying that we would is
ridicules.
When I determined that the filter was indeed defective I let
Mr*** know I did not have any of that model in stock and I could do one of
three things
Give
him a refund in the form of a store check since I cannot do a refund onto
an *** gift card. The store check
would have been available the next day (which I repeated several times) at
the store or we could mail it to his home if he did not want to stop
in. It is clearly posted in our
store right beside the registers that cash refunds over $are done by
store checkThe admin who can write checks for refunds is here in the
store Monday through Friday
He
could come in when I had the CF-filters back in stock for an exchange
(which I expected to be within to days)
I
could sell him the CF-and split the $cost difference with him (he
pays $and I pay $20). When I
offered this option he countered that I should pay $and he would only
pay $15. I told him splitting the
cost down the middle was the best offer I could make
Mr*** decided on option
Mr*** asked me to open the filter and verify it was in
working order which I did and it was
Mr*** received the agreed upon discount and paid half
the difference for the upgraded filter.
He was not forced into this decision; he made it of his own free will
Since an agreement was reached in the store at the time of
the return and was agreed to by both parties we will not be offering and
additional refund, discount or discussion in this matter.Thank you

Complaint: [redacted]
I am rejecting this response because:It is ridiculous to claim that you can tell the difference in how broken glass from a housing or from a light bulb sounds. The store manager openly admits that he didn't open and inspect the canister, yet clearly knew what was broken.

I am the general manager of the store and point of contact
for the Revdex.com.  This and all previous communication
are being sent on behalf of the Owner/corporate office.  All communication with the Revdex.com has been
reviewed and approved by the Owner/corporate.
As to Mr. [redacted] claim that I could not tell if it was the
light or the housing that was broken: I have many years experience with these
filters and when there is broken glass inside of them the broken glass always involves
the glass sleeve and will also involve the light bulb some of the time.  That is how I knew what was broken.