Getting Reef Tropical to respond has been an issue from day one. I guess that we are one of its smaller customers and are not important. With the first contact, I was supposed to get a return call from David, the pool manager. No response. After a few weeks I tried again, office staff promised a call back, never happened. Then I sent an email to the owner, which got a response. He lauded his company's customer service and promised to find out what happened and get back to me with an explanation. Never happened. My wife and I decided to persist, so it was my wife's turn to try to get a response. She was finally able to get in touch with David, and he did come over to give us an estimate. We thought that the price was reasonable and decided to proceed. We explained to him that we were going up north in a month and would like to have the work done while we were here. He said that it should be possible but it wasn't. The work was done while we were away and we only found it out after it was done. However, only the tile work was done, not the heater hookup nor the rail. Plus, our pool is now loosing water at a rapid rate and there is air in the return lines. We have called and emailed David, no response. The office manager promised to have someone come over to look at things but did not give us a date. After a week with no appointment, we called again. Now the office manager has not responded. Overall, getting this work done has been an ordeal. The only reason that I checked that I would use them again is that the work that was completed was done well, but communicating with the company is very frustrating. And my guess is that, after this review, we won't be hearing from them.