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:05/19/2025

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Placed an order. Need to have order shipped to me. Shows local pickup only...I have emailed company 3 times in one week, called and left voice mail. Called a second times and goes straight to voice mail, called a third time and rings only to go to voice mail.....They will not respond.

  Customer Answer

  Date: 05/28/2025

  I have not heard back from the retailer as of yet....I emailed them again asking for a refund this time....Maybe the BBB can help out...... Apparently they're not too concerned with their standing with the BBB also......It's really sad with the way some companies conduct online business....This isn't the first time.....Guess I'll  be check standings with the BBB on future companies before I conduct business with them...I saw on your web site , after the fact,,this is a big problem with this retailer 

• Initial Complaint

  Date:05/10/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 spent thousands on fish that were guaranteed alive. Every fish they sent was dead. They replaced with more dead Fish! 1x- When I told them it happened again with the more expensive fish they stopped taking my calls and responding! Even though I did everything the website states! I called and sent photos the day of arrival in unopened bags and videos! The box they shipped with was NOT labeled fish! so *** had no idea. This was the sellers fault

• Initial Complaint

  Date:02/23/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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 ordered from Live Aquaponics on ***** *** **** - my order #**** for a total of ******** tracking number ****************** which still reflects as partially delivered **** *** ***** The items in this shipment are as follows: 5 Largemouth Bass Small up to 2 inches, 15 Warmouth up to two inches, 1 Duckweed. These were received and 4 dead Warmouths out of the 15.
  
  The items NOT received from this order are as follows: 3 Florida gar 5-7 inches for a total of $***** was not delivered.
  
  I’ve contacted the merchant by email asking for the status of the 3 Florida Gar not received and was met with no response.
  
  At this point I am requesting a refund for the 3 Florida Gar not delivered. If the merchant is willing to resolve this matter I will continue purchasing fish from Live Aquaponics.

• Initial Complaint

  Date:09/05/2023

  Type:Delivery 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.

  We placed an order for live gar fish for a ****** display. Total price: $520.41, paid with a corporate **** card. We have had zero communication, though we have attempted phone calls, left messages, sent messages through ********, and have sent emails - all to no avail. Their ****** reviews show a clear pattern of theft and fraud. All we want are our fish to arrive in healthy condition as their website promises. We have had to postpone a public display because we don't have these specimen fish. We are consulting our legal team, but prefer not to go this route. They are forcing our hand. We are a not-for-profit ****** and refuse to simply allow this organization to steal our $520.41 that we receive through donations and grants. If they are bold enough to defraud a multi-million dollar ******, what does it say for the average consumer?

  Business Response

  Date: 09/05/2023

  This order was cancelled and refunded by the business owner today 9/5/23.

• Initial Complaint

  Date:07/13/2023

  Type:Customer Service 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.

  This is my second complaint in the last couple of weeks.
  
  Live Aquaponics just sent my
  Order today the original order was 100 2-4" Catfish which I paid in full on June 17, 2023.
  
  Because of my first complaint to BBB, Live Aquaponics called me and promised me 4-6" catfish larger but would send only 58.
  
  Today I called the BBB and she called me right away now saying she is only sending 46 and I should get the other boxes later today. It is 3:00pm in ********** now!
  
  Live Aquaponics says it's the vender they get the fish from that packs the boxes like because their was not 56 it must have been the venders fault?
  
  Obviously, Live Aquaponics is struggling to keep customer base happy by the pattern of complaints especially centering around delivery problems among not answering their phones or e-mails seems to be an on going issue!
  
  I'm sincerely bummed that I didn't get the right amount of fish and the 11 fish I did get today are mixed in size which is annoying and a another let down ??
  
  At this point, I really don't know what to do because the seller is not interested in long term relationships or customer service, so as a small business owner, I will let Live Aquaponics decide on how to provide me with customer service support.

  Business Response

  Date: 07/24/2023

  We informed *** ***** that his order is covered under a 3rd party insurance (Route). We sent emails with links to file his claim. Route will either replace the order or refund the order depending on the customers preference. We are not able to control how our packages are handled once they leave our facility unfortunately at times packages are lost or mishandled that is why we offer the additional insurance. The fish we ship always vary in size. We do not offer 4"-6" sizes I believe that there was a misunderstanding as far as the size and the amount of fish expected. Our smalls are up to 2" and the mediums are 3"-5" in size. After *** ***** filed the 1st BBB complaint ***** reached out to him on 6/29 and *** ***** agreed to change his order from 100 small Channel Catfish to 43 medium Channel Catfish. It is our recommendation that *** ***** files a claim with Route so that he can request a refund. 

  Customer Answer

  Date: 07/24/2023

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:

  Because I did notify route and never received anything back from them. I have followed everything I was told to do. ***** told me she would take care of it for me on Monday morning. 
  

  I never received the 100 fish I received 11 and they were sick with disease! I 295 dollars for 11 2" fish would you be satisfied?

  Stop!

  This matter has been turned over to the Attorney General's office for fraud investigation. 

  
  

  Regards,

  
  

  ******* *****

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 07/26/2023

  We are not committing fraud. We did not take your money and stop communicating with you. When you purchased the fish you also opted for insurance through a 3rd party vendor called Route. Route does not show any claims filed by you on this order. They will issue a refund or place a new order for you. We have provided information for filing a claim. The website for Route is ************************* you will need to use your 4 digit order number  **** and the email address you used for placing the order. Your complaint stated that the 11 fish you got were different sizes you never mentioned anything about them being diseased until you rejected our response. The fish are held in tanks for days after being pulled from our ponds so we can make sure they are not sick. Please file a claim with Route, so this matter can be resolved.

  Customer Answer

  Date: 07/31/2023

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because: 

  I am in disagreement with *****'s response to my complaint. If she checked with route, and there was no claim on my behalf, ***** should have immediately filed the claim for me. Especially since she had previously promised me that she would take care of it.
  

  This lack of concern for customer service is exactly what I am talking about when the BBB continues to allow this unethical conduct by a business. It is imperative that the governing body of the BBB take action against Live Aquaponics who are abusing their powers using scam methods in taking not only my money but several other customers hard earned money. 

  These patterns of unethical conduct  and abuse to the consumer needs to be addressed.
  

  If I was the only consumer having these issues, I could understand no action on the part of the BBB. However, I am not alone in my complaint's that Live Aquaponics is exercising fraudulent activities and are utilizing scamming methods with their customers. 
  

  The complaint's on file regarding Live Aquaponics to the BBB speak for themselves.This is why it's necessary to continue to move forward with the Attorney General's investigation into Live Aquaponics is necessary.

  
  

  Regards,

  
  

  ******* *****

  
  

  
  

  
  

  
  
  

• Initial Complaint

  Date:06/27/2023

  Type:Customer Service 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.

  Customer not answering phone or e-mails. Lack of customer service. They need to assign someone to e-mails to insure customer service.
  
  I have e-mailed and called and left messages because no answers the phone.
  
  While I understand small business's sometimes get overloaded, at least a return telephone call to explain status.
  
  I have been waiting a week and have appointments and other obligations are on hold as I worry over my fish delivery!!

  Business Response

  Date: 06/29/2023

  We had a late spawn this year and did not have the fish available. We have spoken to the customer and agreed upon a resolution.

• Initial Complaint

  Date:06/20/2023

  Type:Delivery 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 ordered live fish from them on 06/07/2023 and my order still has not shipped I've tried calling and emailing them and still no answer

  Business Response

  Date: 06/27/2023

  We are a small business and with fish spawning late this year we have had all hands on deck to keep them alive. Unfortunately that put us behind on answering messages. We apologize for the inconvenience and we have issued a refund for this order.

• Initial Complaint

  Date:05/01/2023

  Type:Delivery 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 placed a rather large order with Live Aquaponics, *** ***** *** ****** ***** ** *****. It was nearly $900 with shipping. Part of my order was never received. I called immediately up on arrival and left a voicemail. I also emailed. In the last two weeks, I have emailed multiple times and called. I was told by the secretary that they are understaffed and has promised that someone would call me back. I have yet to have any answers via email or a phone call on if the shipper lost a portion of the shipment, if it was delayed or they were never sent. Mostly I want know the status of the shipment, or what the next steps. Some sort of communication on the matter.

  Business Response

  Date: 05/01/2023

  We have been in touch with the customer and we are sending out the remaining item from the order tomorrow. The fish were too small to ship with the first order.

• Initial Complaint

  Date:10/31/2022

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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 ordered live prawns from Live Aquaponics and more than half were DOA. I have emailed and called this company for months to get them to replace my order. To date, I have received very limited communication from them on this matter. I have been given excuses from the staff all being sick, to the inventory not being available for months. I have also not received a refund to date that I am aware of. I can provide all of the emails of correspondence sent from myself to this business. I think this has gone on long enough. I have communicated to them that I would contact the BBB in the future if this matter was not resolved. I have ordered from the several times in the past and emailed them the required pictures, and met the required timeline like their paperwork states for their DOA policy for a refund or replacement. This matter was agreed upon by both parties for replacement. I can provide all of the emails and pictures to the BBB if I am required to do so. Thank you, Joel Brinkley
  I have sent 5 emails and I have still not even received an acknowledgment that my emails were read and received.
  Inbox
  
  J B
  Thu, Jun 9, 3:52 PM
  Hello, I have sent your company 5 emails since 5/27/22 about the status of my freshwater prawns arriving mostly deceased. Could you please acknowledge that you
  
  [email protected]
  Jun 14, 2022, 9:53 AM
  to me
  
  Joel,
  
  
  
  I’m sorry for the long delay in responding. Almost our whole staff has been out sick for the last couple weeks; you know how these things go…one person gets sick and spreads it to everyone! I have just returned today and am trying to work through emails as quickly as I can.
  
  
  
  I appreciate your patience.
  
  JUNE
  
  
  
  J B
  Jul 24, 2022, 7:36 PM
  to Live
  
  Ok, so an update on the prawns, when is the reshipment of my order taking place? I have received no updated information in almost 2 months!
  
  
  J B
  8:51 AM (17 minutes ago)
  to Live
  
  I still have not received any prawns to replace my order from earlier this

  Business Response

  Date: 11/17/2022

  I have attached our response. Please let me know if you have any questions.
  Thank you
  ********
  

  
  

  Business Response

  Date: 11/30/2022

  Our policy states we will replace orders up to 2 times. We have replaced the purchased items twice. Unfortunately, the real issue is with the shipping company (UPS) not
  handling the packages properly. We are not able to control how the employees of
  the shipping company treat the packages once they leave our facility. Our
  packages are securely sealed and labeled for proper handling. We have filed
  complaints with UPS due to the poor delivery service. The customer should also file a complaint with them to make them more aware of the issues with their employees not handling packages properly. 

  Customer Answer

  Date: 01/24/2023

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:

  UPS is not the one that forgot to add heat packs to the first package which resulted in deceased product arriving at my home because the shipper did not check the weather before shipping the package to me. Both times are not my fault, but I am still out the money I paid for live items delivered to my home

  
  

  Regards,

  
  

  **** ********