LJG: Thanks so much for your post. I'm glad to have helped you a little bit for your preparation, at least for things that may come up with larger tanks.
I too own a couple of smaller Elos tanks and my experience with them was great. I think that's what frustrated me even more so because this was just not what I thought could possibly happen when I decided to go with the larger tank and custom overflow, etc. I agree, definitely insist on pics before approval.
As mentioned, talking to Jesse was easy and I felt confident. After that I have no idea what happened. I did ask repeatedly for pictures before they sent it on the boat for me to look over so I can make sure it's right - before it gets shipped to the states. Jesse did ask them to send pictures and they just sent the tank, and never any pictures. Then I asked Jesse to send me pictures before he shipped the tank to me.
He did send them, and that's when I noticed some features were not correct and detailed them to him, which he relayed to Italy. From there, it just seemed to be one thing that's not right after another.
If there was only 1 or 2 issues, I wouldn't be as upset. But really, after going for a high end manufacturer and spending more than I wanted to, I shouldn't end up with a list of things that aren't quite right.
Jesse has been very apologetic and I am glad that he recognizes this as well. Unfortunately, I'm not sure there is much they can do except send me the plumbing that they promised.
Another thing you can take away from this experience is that Woodwork Refined (the woodworking crew) is TOP notch. They have been following me and keeping in touch this whole time, ready to modify the canopy, willing to come and install the trim once I'm ready. This is about 1 year since they've completed the project and have been paid! I can't say enough about their integrity and craftsmanship, you really feel the pride they have in their work.
Henley: No, I went direct with Elos. I figured having a third party may muck up the communication. I still believe that.