AquaCave made it right

[Ultium]

I have made the following post on multiple reef related bulletin boards and will contintue to spread it as far and wide as I can because I think everyone deserves to know what they could be getting into with AquaCave:


I highly recommend to stay away from Aquacave.

I purchased a skimmer from them in October and it arrived defective. I could not get customer service to even respond to me for just over four weeks. Since then they have promised a replacement twice, and put me off and put me off. Here it is February and they have yet to do anything.

The person I have been speaking with is apparently the owner and he could care less that they sent me a defective product, ignored my requests for a month, put me off for several months after that and lied to me twice about sending a replacement (even though he was the one that made the promise).

Aquacave, is nonresponsive, they do not care about you the customer and they lie.

Thus, I recommend extreme caution if you think you are going to deal with them. Besides that, you can find basically everything they sale from other online vendors at the same price or even better if you look around so there is no reason to take the risk involved in doing business with them.

 

[Ultium]

I should add that after the first month of trying to get them to respond to my issue, Albert finally had me trouble shoot with Coralvue, and Coralvue made it clear that they did not want to bother with me, could care less about the defective skimmer and would not replace either the skimmer or the defective part. I copied Albert on most of these emails to show him that Coralvue was treating one of his customers like garbage and would not help me. Eventually Albert promised a replacement in writing via email and has recently recanted on his promise.

 

[AquaCave]

Daniel,
Thank you for voicing your concern.
Just for the record you were corresponding with CoralVue regarding issues with your skimmer not with us directly.
I contacted David at CoralVue regarding your case and he stated that he repeatedly requested you to send your skimmer for repair/replacement. Each time you replied that you do not want to do that.
Unfortunately, there is not much manufacturer can do if you choose not to cooperate in resolving the problem.
If you would like to send your skimmer for repair, please email us and we will be glad to send you UPS shipping label so you do not have to cover shipping.
Let me know if we can be of further assistance.


Albert

 

[Ultium]

Albert,

I copied you on every post with Coralvue, and have been dealing with you directly for the last month.

1.) You promised in writing less than two weeks ago that you would replace the skimmer or defective part. So any other argument you wish to make is irrelevant unless you want to admit that you break promises to customers.

2.) Given that it would take two weeks for David to reply to emails I did not want to risk being without a skimmer for a couple months while waiting for him to get around to repairing it. I can get the skimmer to work for a three or four days at a time, I just have to constantly reseal it.

3.) I shouldnt have to wait that long for a repair when all that has to be done is for a part to be sent. Given that the skimmer arrived defective, why should I have so much down time, especially since I have described how easily it can be avoided.

4.) This skimmer arrived defective so I have no idea why you refuse to take any responsibility whatsoever. Particularly given the way Dave treated me (I copied you on the emails).

5.) Dave did not offer anything until the second month of this problem (the first month involved me trying to get you to respond, the second month involved me waiting on Dave to do something).

It is amazing that after making me wait a month to even acknowledge me, another month with Dave, and the last month with you again, that you refuse to make up for it by making me whole, knowing all it would take is a simple part.

 

[Ultium]

Great news! Albert sent me an no pay invoice for the part to show it will ship Monday.

Thank you Albert.

 

[Ultium]

I don't know if they will or can, but I requested the Mod to change the title of this thread to "edit: AquaCave made it right."

 

[mhurley]

Alright...so #1, please don't use that language in a thread or title. It's really not necessary and this is a family friendly forum.
#2 Please refrain from creating multiple threads around the board on the same topic. It's annoying, redundant and just not a good idea. As you'll note, I've already removed your thread from the New to the Hobby forum.

Vendor Feedback belongs in the Vendor Feedback forum. My suspicion is that since you did not have the requisite 50 posts and 90 days on the board, that you found that you could not post in the Feedback forum and decided to post elsewhere. Again, not a good idea.

 

[Crazy One]

Remember some of these items might get dropped shipped right from the maunufacture so the distributor don't even have a chance to Q.C. it before it gets to our door.
I have always had great service with aquacave.