Keeping the "con" in aquacon

[shiveley]

Better Business Bureau – Aquatic Connections (www.aquacon.com)

Thank you for contacting the Better Business Bureau concerning the dispute you are having with the above named company. We have forwarded your complaint to the company for their comments and/or action. You will be informed of the outcome of this matter. However, we must advise you that the prognosis for a favorable resolution of your issue is not good. This company has already "earned" an "unsatisfactory" business reliability report with the BBB. It is, therefore, doubtful that they will respond to us, or to you, concerning this matter. Nevertheless, we will make our best effort to help mediate a solution.

The Better Business Bureau receives more than 600 requests for assistance daily. Most are from persons requesting pre-purchase information about companies they are considering doing business with. While we do not recommend or endorse any product, service, or company, a "satisfactory" BBB report means, at least, that the company has not ignored complaints. Moreover, some of our member companies have pledged to mediate or arbitrate any consumer complaints brought to their attention.

*Aquacon.com, Inc.*

The BBB reports on members and non-members. If a company is a member of the BBB, it is stated in this report.

This company first came to our attention in September 2000. This company's type of business is classified as Aquariums-Dealers, Internet Shopping Services.

Luis Vazquez is the President. Luis Vazquez is also the designated customer relations contact for the company. The company's E-Mail address is [email protected]. The company's Web site can be found at www.aquacon.com.

This company is not a member of this Better Business Bureau.

Based on BBB files, this company has an unsatisfactory record with the Bureau due to a failure to respond to complaints.

The Bureau processed a total of 36 complaints about this company in the last 36 months, our standard reporting period. Of the total 36 complaints in the last 36 months, 11 of those were closed in the last 12 months. These complaints concerned sales practice issues, delivery issues, repair issues, service issues, customer service issues, product issues and refund or exchange issues. Of these complaints, 1 was closed as unresolved 35 were closed with no response from the company. When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

Many local municipalities, townships, and counties have registration, bonding and/or licensing requirements. The Bureau encourages you to check with them as well.

This business also uses the following names, addresses and/or telephone numbers:

Aquacon.com, Inc.
1541 NW 65th Avenue, Suite 5 (800) 798-7625
Plantation, FL 33313

Aquacon.com, Inc.
2102 N University Drive (800) 798-7625
Fort Lauderdale, FL 33322

(954) 572-0033

(954) 792-2969

Aquacon

Aquacon.com

Aquatic Connection

Marine Life USA

Saltwaterfish USA

This is not necessarily a complete list (multiple filings of fictitious business names are often utilized to cause confusion in the tracking of consumer billings).

Additional company management personnel include:
Ron Ratoff, Registered Agent.

The Bureau has requested basic information from this company. The Bureau has not received a response. Without this information, the Bureau may not have current information concerning such things as the company's management or its nature of business.

According to information contained in BBB files, mail sent to the company by the Bureau has been returned by the Post Office as "Undeliverable".

As a matter of policy, the Better Business Bureau does not endorse any product, service, or company. BBB reports generally cover a three-year reporting period, and are provided solely to assist you in exercising your own best judgment. Information contained in this report is believed reliable but not guaranteed as to accuracy. Reports are subject to change at any time.

 

[Anonymous]

Shouldn't this be in the "Industry Behind The Hobby" forum? I have no idea what aquacon is, nor do I have any idea what the complain/issue with them is as this message seems to mention that there are complaints that have been filled against them already.

 

[Len]

Aquacon is a retail mail order livestock business that's been around for ages (well over a decade).

 

[shiveley]

I placed on online order on February 8, 2007, I then added additional items to that order on February 14th. After a bried delay at my request I informed the vendor that I would be ready to recieve my complete order on February 27th. I have since that time sent repeated emails and placed numerous phone calls asking when my order would be shipped, only to be reassured by Ron (at Aquacon) that my order would be going out the following week. It has still not been shipped, and I have recieved numerous reasons for the delay. I have also asked Ron at Aquacon to ship the items he does have in stock and to refund me the difference, but he has neither aknowledged what he could ship, or when he would ship it. I am obviously very concerned about this purchase, and would either like to recieve the order or have my funds reimbursed.

 

[Len]

Shiveley,

I'd just contact your credit card company and file a dispute. Let them handle the headache dealing with Aquacon.

 

[Anonymous]

I saw saltwaterfish USA. Is saltwaterfish.com associated with this company?

 

[Len]

Hmmm. I hadn't noticed it until you mentioned it. That's news to me. Very interesting.

 

[Anonymous]

Saltwaterfish.com 920 Valley Lane Ft. Pierce, Fl 34946

That's their address. I checked on the site and there are no references to aquacon at all. It might be 2 different companies.

 

[rratoff]

Dear Reefs. Org Forum Members -

My name is Ron Ratoff. I am the new owner of Aquatic Connection, or www.Aquacon.com as our website address names us. Over the past 2 years I have worked very hard in cleaning up the old poor reputation that the previous owner had. Aquatic Connection is a small company that does a fairly big business, I am proud to say we are now shipping over 6500 orders a year, with business continuing to improve.

One thing hasn't changed, I am very disappointed that members of a forum can post anything on a forum, True or False. In Jonathan Shively's case the statements were without false, without merit and should not have been posted by him.

Here is Aquatic Connections side of the story, I appreciate everyone taking the time to read it:

Jonathan Shively placed and received an order from Aquatic Connection, in February. He then ordered from another online vendor, and his tank crashed because he overloaded his biological. Instead of placing blame on lack of knowledge, he trashed that online vendor. I explained to him what probably happened and patiently I worked with Jonathan over the telephone to get his tank right again. We discussed numerous water changes and waiting and slowly building back up his lost biological.

He placed a second order with us, and together we decided to put it on hold till the tank was once again strong. While the order was being held, over the next few weeks, there were additions to the order, subtractions to the order, changes to the order and more additions. Very confusing for us to follow, and I'm sure for Jonathan as well. I felt a tank crash was getting ready to happen again. Time passed, his tank grew stronger, and Aquacon shipped out his order. When he received it, from what we now know, he instantly got enraged. He felt we cheated him.

Before ever contacting Aquatic Connection , before ever trying to call us,. before ever doing anything to see what happened, Jonathan posted to Reefs.org forum and did other things to make us look bad.

Jonathan claimed he paid for many items we had purposely neglected to ship. He never ever called to check if he was correct. We could have shown him everything in black and white but he didn’t ask. I would have shown him that we tried to ship what was invoiced and charged to him, and if there were missing items, according to his recollection, they were not on the order, probably out of confusion with the emails, and definitely he was not charged for any of them. With that in mind, I would appreciate if everyone would put this to rest, because it was without merit, totally false, and uncalled for.

The New Aquacon.com or Aquatic connection as we are called, has worked very hard over the past couple of years to gain a good reputation. We ship to many national aquariums, and we have some well known reef aquarists purchasing from us. But I have also learned, you can't please everybody, but the percentage of unhappy customers to extremely happy ones is very small, and in this tough hobby, where no one wants to blame themself for a tank disaster, we have learned to do a great job.

We are an exciting company to work at, and a great company to deal with. We ship long acclimated tanked specimens,(not fresh from the ocean, 72 hours later, at your door like some others do). We ship beautiful aquaculture and maricultured specimens, from some of the best aquaculture facilities across the country, and we take great pride in each and every order we ship out.

In closing, I have been in contact with Jonathan Shively and he DOES now understand, there was a misunderstanding. I personally thank you for your taking the time to read and understanding our position, and I wish everyone on this forum all the best.. Reefs.org is a great place to get information from, and chat with fellow aquarists. Aquatic Connection will continue to put helpful post on Reefs.org .

Sincerely,
Ron Ratoff
Aquatic Connection
http://www.aquacon.com

 

[bleedingthought]

Ron, :welcome:

It's good to get the company's side of the story when something like this happens. It is rare but greatly appreciated, I feel. Thanks for taking the time.

 

[fungia]

good to hear the other side of the story. i am sorry for harmed reputation but these kinds of discussion are important because so many other places censor and dont allow hobbyist to share their opinion on a business.

 

[Liquid4ce]

Over the past 2 years I have worked very hard in cleaning up the old poor reputation that the previous owner had.

Seen plenty of bad reviews/experiences within the last two years... :roll:

 

[trido]

Seen plenty of bad reviews/experiences within the last two years... :roll:

I used to work in the service industry for quite a few years.
The General rule of thumb regarding reputations is that for every satisfied customer, only one person will hear about it. For every unsatisfied customer, ten people will hear about it.
Did you have a bad experience as well? Or do you just want to bash a business for the fun of it.
Im sure you have read of bad reviews. I would imagine that all of the people that have good experiences didnt write good reviews. Think about it.

 

[Anonymous]

True, most people don't write letters for getting the standard expected level of satisfaction, however if you get a bad experience then wammo tattoo your complaint on your forehead!

It's like the complaints the FCC gets from "angry mothers" or whatever, about tv shows... I'm sure the FCC doesn't get many letters that say "I liked CSI tonight, it was a good episode, and if I didn't like it, the remote control was 2 feet from me".

I just wish Shiveley would post a message confirming whether or not it is true that the issue was resolved, or a "sorry for posting a quick rash response" and do so on every message board they posted this message on.

 

[Anubis1]

Seen plenty of bad reviews/experiences within the last two years... :roll:

The General rule of thumb regarding reputations is that for every satisfied customer, only one person will hear about it. For every unsatisfied customer, ten people will hear about it.

Understood...

So has anyone here had a good experience with Aquatic Connection? If so.. I would think that now is the time to add your comments.

Personally I have never dealt with them.. so I have no idea how good or bad they are.