The only thing that could make my experience worse is if my Oscars die. My smallest one has never looked so pale. ... which I said to the owner during a maintenance visit and he showed no concern or offered advise. Day one my tank was so brown/cloudy, I couldn't see anything. It was so strange that even one of the setup guys was taking a video of it. Day two I could makeout that the 4 air bulbs were just placed over the back of the tank, about 3 inches in the water... just floating around. Nothing from my other tank was moved to the new tank. The only device explained to me was the lights. Cords, gadgets and gizmos were piled in the cabinet under the tank. I had ordered pure water, but then they said they didn't have enough so they used tap. Didn't bring anything to treat the water. They offered a refund for the water I ordered 2-3 weeks previously... when I was making this enormous investment. He said I could drive to the store and he would give me the water treatment. I asked when I should move the fish in. I was told about 2/3 hours should be fine. 24 hours later I still couldn't see anything in the tank so I did not move my fish for 2 more days. Concerned with the quality of the tank and 'support' I was receiving, I asked they come out in two weeks to look everything over. I called a week later to confirm and nothing was even scheduled. The owner came out for the service. He had agreed earlier to bring a background. Good thing he called as he was on his way because he had forgotten it... and would now be an hour and a half past the schedule time. The only service received during this paid service call was sucking out two 5 gallon buckets of water and refilling. My tank is 150 gallons so not much cleaning of the gravel. Didn't clean the filters or overflow tanks. I brought up the loud, constant humming of the air pumps and that also provided me with an indifferent response. He did help tape on the background and, after I found some heavy rocks, he weighed down the air hoses. One of the air bulbs broke with no offer to replace it.
Knowing very little about aquarium care, my 35 gallon tank with the same two Oscars was clean and clear 90% of the time.
The final straw that leads to this detailed experience was going to the shop to talk about how the water is still VERY cloudy AND the filter system sounds like a loud, constant flushing toilet. "Turn the dials" was the advice given about the the pumps (which did not help). I specifically asked if they should have washed the rocks before setting up the tank. Charles said "not really" and he never washes the gravel.