I can tell you for sure it wasn't us that tried to refuse it. Vertex called us about this problem before we even knew about the issue so we were ready to take care of him before he even contacted us. Perhaps you are referring to a different vendor. If that's the case then disregard my comments. I just want anyone thinking is was Aquarium Specialty...
I'm not trying to call anyone out here or get into a "he said she said". I don't have any direct knowledge of the correspondence, just info from 1/3rd of the parties involved from posts on another forum. Nothing more.