Business ProfileforAquascape Inc.

We purchased a new Aquascape AquaSurge Adjustable Flow Pond Pump with Smart Control Receiver on 7/18 of this year to replace a previous Aquascape pond pump that had stopped working after 11 years. During the installation of the new pump, the contractor we hired noted that the power cord connected to the pump had a short. When connected to power, smoke came from the connection. Video of this condition was shared with Aquascape. The contractor bypassed the short and hardwired the power cord to the power supply. Three months later, the pump stopped working altogether, and on 11/2 we shipped the pump and receiver to Aquascape for a warranty repair or replacement. That warranty claim was denied due to the modification to the power cord. We were told by the warranty department that when tested, the pump worked fine when hooked up to a new power cord. When we asked and offered to pay for a new power cord, we were told they were not available. We paid for shipping of the pump and receiver both to and from Aquascape. However, when we opened the return box on Monday 11/20, the Smart Control Receiver was missing. When my wife contacted Aquascape to see about getting the receiver back, she was told we never sent the receiver. This is not true, as I sealed the box myself, and the receiver was included in the box, as instructed by the warranty department before we shipped to Aquascape.I cannot emphasize how poor our entire experience had been with Aquascape. We have spent over $1,000 on a new pump, pump installation, pump removal, and shipping, and we are left with a faulty pump with significant missing parts. Despite Aquascape's claim that "rest assured, we stand behind our products," they refuse to stand behind their product, and when Aquascape makes a mistake, they deny all responsibility. If it becomes necessary, we will be contacting the ****************** ******** ***************** to file a police report for Aquascape's theft of the Smart Control Receiver.