Met Brad when he was called out by our home inspector when we were purchasing a new home. He's a great guy, no complaints about him. We hired his company to do the repairs he recommended after we closed escrow, and again no complaints. About a month and a half later we had issues with our pump staying primed so my husband contacted them to have them come out. He had to call several times because they would not respond to him. He finally got a date set which came and went without them showing up. I called the company and they said they never had us scheduled (ok...poor communication) but could get a technician out . The technician came out that time and was texting me updates since I was working. I was under the assumption everything was fixed until a few days later. I couldn't even get the pump open to prime it, neither could my husband or my father. On the lid it literally says "do not over tighten". So I called and told them someone needed to come out since it was a long weekend and we needed to at least manually prime the pump. Brad came out on his way home and got the lid open for us (thank you, Brad). They were going to charge us another service fee to come out and "fix" what should've already been fixed (and the technician told me he knew it was a potential issue but had hoped his repairs fixed it). I told them we didn't think it was fair since it was an additional inconvenience for us and if the technician had told us the original day he was out we would have happily paid that day. Erin kept saying "well Brad came out to fix it and didn't charge you". No, Brad did not fix it. He got the lid open so we could manually prime it over the long weekend. She also said the issue was a new issue (no, it wasn't. The original issue was never resolved). The last time she threw in my face that Brad "fixed" it free of charge I responded "Yes, he came out because his technician messed up and we could not even manually prime our pump. So he fixed a mistake". Erin responded that we should just hire a different company. Honestly, I have no complaints about Brad. He's a stand up guy and I appreciate him going out of his way to make sure our pool was usable. But his office staff lacks communication skills and Erin has a temper and will try to guilt you even though the issue lies with them. My husband and I were considering hiring them to do regular upkeep and cleaning of the pool but now our business will be going to another company. Sorry, Brad.

EDIT: In response to the owner’s response APPARENTLY no one is on the same page. I NEVER called them out in response to the spa draining. The issue I wanted them to address was with the pump not staying primed and that should have nothing to do with the spa. Anyone with a basic knowledge of mechanics should understand that those two should not be related (which I have, since I have an engineering degree). So now I’m taking another star away because apparently they can’t understand written or verbal information about what is wrong.