EverClean Restoration & Cleaning

I am attaching a copy of our posted livestock guarantee. This statement can be found in the second paragraph: " Some species and display specimens are exempt from this guarantee and any fish lost due to water quality/husbandry problems, aggression from your other animals, acts of God,
jumping, and the like are exempt from this guarantee"
We have had the fish in question for more than four years! Established display fish such as this are not subject to the guarantee, as there is no question as to their health. Nevertheless, we always request that a water sample be brought in, as it gives us the opportunity to help a client figure out what went wrong.
Our staff had already explained that the fish was not guaranteed to the client's wife and offered our diagnosis of the cause of death by the time I returned to the store that day. There was a significant pH difference between our display tank and the clients tank. Most likely, the fish was acclimated too quickly and perished due to pH shock and the resulting stress
When I explained all of this to the client's spouse, I offered to work with her to make her happy, while reiterating that I could not refund even half of her purchase price. She insisted then, as she did again her Revdex.com complaint, that "you guarantee the health of freshwater fishes for the first seven days". While this is true, that statement is not meant to stand alone. The same (attached) guarantee clearly states that:
1) The display fish in question is exempt
2) Water quality and husbandry problems, such as improper acclimation of a mature African Cichlid, also exempts the fish
The woman then stated that there was clearly something wrong with the fins of the fish when it was purchased. I asked why her husband would buy such a fish. She reassured me that something was clearly wrong with it, so I took the time to go an look at the frozen carcass. I suspected that maybe the other fish had ripped it up; however, I found that the fish had no fin issues at all
I offered again to work with her to find a solution, but she was adamant that we were being dishonest. She became loud and rude and made a point of denouncing me and our store to every customer within earshot.
Nevertheless, we are still willing to try to turn their frustration into a learning experience. Well established fish don't die in a matter of hours without being mishandled. If they believe that this fish was lost due to no fault of their own, they will lose more. In well over years of retail sales, we have had extremely few disputes over our livestock and guarantee. We offer the healthiest fish around, stand behind them, and often give considerations above and beyond our policy. However, we do so as a sales and communication tool. This client showed no interest in communication by the time I spoke with her. It seemed to me that she expected to coerce us via force of threats to give her what she wanted. It is not in our interest to do so
Invite them to contact me
Morgan L***
Owner
www.inlandaquatics.com
www.atscrubber.com