Service Customers

Active Service Customers are encouraged to contact Reef eScape as soon as possible in case of an emergency. PLEASE do not put off contacting us if you have an emergency. Things will only get worse and the sooner we know the sooner we can adjust our schedule.  Active service customers should contact Reef eScape ASAP if any of the following conditions are observed:

  • Power outage
  • High or low temperature (either water temp, or expected room temperature changes such as broken AC in the summer or heat in the winter)
  • Water leaking
  • Air bubbles in aquarium
  • Cloudy water
  • Excessive noise (or no noise at all)
  • Lack of water movement
  • Lighting not functioning correctly
  • Signs of stress, or unusual activity in fish
  • Signs of stress, or poor appearance in coral
  • Multiple loss of livestock

Please note: there may be a charge for additional visits including emergency visits.

Non-Service Customers

We are happy to assist you in any way that we can, and we will do so whenever possible, as long as it does not interfere with the service we provide our long-term customers. 

If you would like assistance during our business hours, please give us a call and/or email. We will be happy to help you fix the problem, or schedule a visit. For more information see our One Time Visits page. 

Phone / E-mail Support:  There is no charge for up to 30 min of phone support during business hours.  If after 30 min we can not help you solve your issue, we may suggest a scheduled, or emergency visit. 

If you have a critical emergency with your aquarium and require assistance our non-service customer emergency rates are as follows:

After Hours Phone Support: $45 for up to one half hour, $20 each additional half hour.

Emergency Visit (any visit required with limited notice):

$175 for first hour, $75 each additional hour (including prep time and one-way drive time to your location) 

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