Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 2 clown loach fish (for my freshwater aquarium) for $25 each on Saturday, January 21, 2023 from Animal Instincts in **********, **. By Sunday morning (January 22, 2023) one of the fish died. Animal Instincts has a 48-hour guarantee which requires the purchaser to bring the receipt, dead fish and water sample, as stated on the receipt. I brought all of these to the store on Sunday, Jaunary 22, 2023 - within the 48hr time period. After they tested the water sample, I was told that I could not receive a replacement fish because my pH was too high. The pH of my water was 8 when it was tested in the store. I had tested it at home using both the *** master test kit and *** dipstick both of which indicated it was 7.5. Regardless of whether it was 7.5 or 8, both are within the approved pH range for clown loaches per Aqueons website (a long-standing aquarium supply manufacturer). I slowly acclimated my fish over the course of 2 - 2 1/2 hours, my water is within acceptable parameters for these fish (which the store verified when they tested my water), I followed all the store's requirements regarding replacements however, I was told by the manager they would not provide a replacement fish. I emailed the store (addressing the manager) on January 22, 2023 providing proof from ******'s website regarding the pH requirements of clown loach fish and requested they reconsider their decision to not provide a replacement fish considering my water parameters were within acceptable limits for these fish. They have failed to respond in any way to my request.

  Business Response

  Date: 01/25/2023

  Unfortunately Aqueon seems to be one of the only care guides that says they can handle a PH up to 8, most fish care guides and forums actually recommend a lower PH for clown loaches (6.5-7.0) even with that since our tanks are kept at a neutral PH it is possible for fish to shock out if introduced to a change in PH that large in either direction, which was explained to you when you came back into the store. We use liquid test kits that are much more accurate than the dipsticks and the water is tested in front of customers so our test PH reading of 8 is what we have to go by. I'm sorry that you're frustrated with the policy, it's not that we're looking for an excuse not to replace fish, we just want to make sure the fish will thrive in the environment they are going into.

  Customer Answer

  Date: 01/26/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********