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Forever Pets Reviews (3)

This is in reference to the complaint that was submitted on 10/5/by [redacted] ***, the assigned ID is [redacted] .On September 3, Mr [redacted] brought his gallon aquarium in to Forever Pets to have the bottom of his aquarium glass replacedWe had at that time informed Mr [redacted] that the bottom of the aquarium had '1/" tempered glass which is made through the manufacture and we recommended to replace the bottom glass with %" glass because the 1/4" glass was too thin for the amount of pressure and volume it can hold when it is filled with waterWe then had Mr [redacted] fill out the Aquarium Repair form with his information and the reason he brought the gallon aquarium in for repairMr [redacted] did agreed that the glass was too thin and requested we replace it with the 3/4' glass and reseal the bottomIt is not our practice to repair anything else, other than what the customer requestThe structure other than the cracked bottom of the aquarium was never alteredThe definition of the structure of the aquarium is all four sides of the glass aquarium.We called Mr [redacted] on September 12, to inform him the bottom glass was repaired and was ready for pick himOn September 17, 2016, Mr [redacted] picked up and signed off that the aquarium was repaired correctlyMr [redacted] then contacted us on September 25, and claimed that the aquarium had cracked from the bottom to the top for an unknown reasonIn our experience, this is usually due to an unlevel structure or when the aquarium got transported back with Mr [redacted] ***.Forever Pets has been building and repairing aquariums since 1995, and it is a regular routine that we inform any customers who brings in an aquarium for repair that when they leave our premises that an aquarium must have the proper supported stand and that it must be levelIf the stand is not level, this will cause stress on sides of the glass, which will in turn result to the aquarium cracking due to the pressure of water and the instability of the supported structureIn our opinion, the side structures and the quality of the aquarium is a manufacture defective, which we have no control of.Forever Pets, has completely fulfilled the requested repair on the aquarium and relinquishes all liability for any damages made after the customer has signed off and removed the aquarium from our premises.We have attached a copy of the Tank Repair Policy where Mr [redacted] has signed for the drop off of the aquarium repair to when he picked up the aquarium,.If any further questions need to be answered, please do not hesitate to contact usThank you, [redacted] ManagerForever Pets [redacted]

Complaint: [redacted]
I am rejecting this response because:I would like to clarify a few misunderstandings in Vivians response about this problem:The response stated that the glass of the aquarium was too thin and otherwise questioned it's original manufacturing quality. The tank is a high quality tank that originally cost over $1000 (much more than a typical aquarium of this size) and reliably held water and performed as it was designed to do for over 6 years. The tank is made out of tempered glass and is very capable of holding pressure as it has done since it was made.The aquarium was brought in to Forever Pets because the bottom panel was damaged and needed replacement, not because it was too thin. I did agree to increase the thickness of the glass panel since it was being replaced anyway, why not?[redacted] stated that only the bottom panel was replaced and the structure of the tank otherwise was not altered. This is in conflict with what I was told by Forever Pets and with the current condition of the tank. I was told that one panel cannot be replaced without rebuilding the entire aquarium since all of the silicone sealant that holds the tank together must be replaced at the same time. New sealant for one panel will not seal up against old sealant from the rest of the tank, it would leak. This is consistent with research that I performed from a variety of sources before going to Forever pets, the entire aquarium would have to be rebuilt. Upon close inspection of the aquarium, ALL of the silicone that hold the aquarium together is new, which confirms that the aquarium was indeed rebuilt. This is easily verifiable and is available for inspection. [redacted] suggested that the tank may have been damaged in transport after it was picked up.  The tank was transported with a wood supports under it specifically for the purpose of holding the aquarium flat and level during transport. The aquarium held water with no cracks for a week, so no damage was incurred during transport. If it was damaged, I couldn't have filled and used it for a week. [redacted] suggested that the stand the aquarium rests on is not level and that an un-level stand would cause uneven pressure causing the aquarium to fail.  The stand that supports the aquarium is very strong and perfectly level. This is easily verifiable and is available for inspection.[redacted] did not comment on the the fact that the aquarium is currently not built square, the back of the aquarium is 3/16" taller than the front. The structure of the aquarium does not sit flat on the base panel that they installed for some reason. When the aquarium is placed on a perfectly level surface, the top of the tank is not level, the deviation from level lies withing the build of the tank. This is easily verifiable and is available for inspection.If a perfectly built aquarium can fail from sitting on an un-level base, wouldn't an un-level, non-squarely built aquarium also fail?The aquarium reliably held 90 gallons of water and all the associated pressure for 6 years, and then failed withing 7 days of it being repaired at Forever Pets. I paid to have the aquarium repaired/rebuilt and the aquarium failed, upon inspection it is easy to see that there is definitely a build problem and the evidence is the aquarium itself, there is nothing that I or anyone could do to cause this un-square condition of the aquarium after it was built. It is assembled with an adhesive sealant which is still in tact, the aquarium dimensions are exactly what they were when it was built, the dimensions cannot change after the adhesive sealant cures. This is easily verifiable and is available for inspection.A mistake was made when it was built and I have incurred loss. Could you please at least refund the amount I paid for the repair even though I lost quite a bit more as a result of this mistake?  
Respectfully,
[redacted]

This is in reference to the complaint that was submitted on 10/5/2016 by [redacted], the assigned ID is [redacted].On September 3, 2016 Mr[redacted] brought his 90 gallon aquarium in to Forever Pets to have the bottom of his aquarium glass replaced. We had at that time informed Mr[redacted] that the bottom of...

the aquarium had '1/4 " tempered glass which is made through the manufacture and we recommended to replace the bottom glass with %" glass because the 1/4" glass was too thin for the amount of pressure and volume it can hold when it is filled with water. We then had Mr[redacted] fill out the Aquarium Repair form with his information and the reason he brought the 90 gallon aquarium in for repair. Mr[redacted] did agreed that the glass was too thin and requested we replace it with the 3/4' glass and reseal the bottom. It is not our practice to repair anything else, other than what the customer request. The structure other than the cracked bottom of the aquarium was never altered. The definition of the structure of the aquarium is all four sides of the glass aquarium.We called Mr[redacted] on September 12, 2016 to inform him the bottom glass was repaired and was ready for pick him. On September 17, 2016, Mr[redacted] picked up and signed off that the aquarium was repaired correctly. Mr[redacted] then contacted us on September 25, 2016 and claimed that the aquarium had cracked from the bottom to the top for an unknown reason. In our experience, this is usually due to an unlevel structure or when the aquarium got transported back with Mr[redacted].Forever Pets has been building and repairing aquariums since 1995, and it is a regular routine that we inform any customers who brings in an aquarium for repair that when they leave our premises that an aquarium must have the proper supported stand and that it must be level. If the stand is not level, this will cause stress on sides of the glass, which will in turn result to the aquarium cracking due to the pressure of water and the instability of the supported structure. In our opinion, the side structures and the quality of the aquarium is a manufacture defective, which we have no control of.Forever Pets, has completely fulfilled the requested repair on the aquarium and relinquishes all liability for any damages made after the customer has signed off and removed the aquarium from our premises.We have attached a copy of the Tank Repair Policy where Mr[redacted] has signed for the drop off of the aquarium repair to when he picked up the aquarium,.If any further questions need to be answered, please do not hesitate to contact us. Thank you,[redacted]ManagerForever Pets[redacted]

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Address: PO Box 990727, Redding, California, United States, 96099

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