Here is a summary of a few of the MANY issues we've had with A-1: 1. The most awful customer service your can imagine. We've only ever dealt with one person at A1 from a customer service standpoint and it was always the same. 2. We've had several large charges pop up on our bills over the years for work that was not authorized and repairs that were not needed or approved. Each time we asked about these we were met with rudeness by Dawn. We've made it clear that they were not to perform any repairs to our pool without our prior approval and yet they've continued to do it. Until recently we've paid all of the bills for the work that was not authorized. 2. They backwashed a huge pile of sand into our newly landscaped area and ruined it although there were many appropriate and convenient places to backwash. When Dawn was contacted about this she made no effort to remedy the situation and pretty much said it wasn't her problem. 3. We had renters who paid us to heat the pool and A-1 was supposed to turn on the pool heater a few days prior to their arrival. When the renters arrived the pool was cold and the heater was not on. I contacted Dawn and she insisted that the pool heater was turned on and it was not their problem. I even had our renters take pictures of all the heating equipment that proved the heater was not on and Dawn still told me it was not her problem. On several occasions when we have been at the house, A1 has turned our pool heater off without permission when we have been the ones to turn it on. So, A-1 may have turned it on as Dawn stated but someone from her company turned it off before the renters arrived because the heater is locked and A-1 employees were the only ones who had access. We had to give our renters a refund and Dawn still made us pay for them to turn the heater on even though it wasn't on for the renters. Dawn did not care at all what problems A-1 created for us or our renters. 4. Last spring we had another situation where the pool was not heated for a renter. I immediately contacted A-1 and the person who answered said Dawn wasn't there and she couldn't help me. This escalated into a big deal because I had unhappy guests at my house who paid to have the pool heated and the pool was cold. I decided to take matters into my own hands and had a tech from the heating company dispatched who was able to easily fix the issue for me. The heating company also identified at this time that the heater was never turned on. Again, I had pictures taken which clearly showed that they heater was not on. The heater is locked and the only way it could have been turned on or off was by A-1. In the meantime, A1 took it upon themselves to send someone from their company out and charged me even though I told them I would handle it on my own when the person on the phone at A1 told me she couldn't help. When the charges popped up for this, i contacted Dawn who insisted that we pay them because they sent someone out. The fact that they did not turn the heater on, told me that they could not help, and that I had to get the pool heater fixed myself meant nothing to her and she was extremely argumentative. Once again, we paid another bill for something that was not requested or helpful. 5. The final straw was this summer when I asked A1 to check the light in our pool because someone said it wasn't working. A1 never got back to me on this and when I asked about it again they said the light was fine and there was nothing wrong with it. I was very clear when I asked Dawn about the light that I did not want any repairs done without our approval, I just wanted to know if anything was wrong. Low and behold the following month I have a HUGE charge on my pool bill for the light being replaced. When I contacted Dawn about this she said it was her mistake and if we didn't want it then they could come back and undo all the work and put the non-functioning one back in. Last I heard there was nothing wrong with my light, why would you need to replace it if there was nothing wrong? And seriously A1, that's your response when you make a mistake? To tell the customer it was your mistake and you will come back out and put a supposedly non-function light back in the pool? Your "customer" solution is to spend more time "undoing" your mistake to leave the customer in a worse position? That defies all logic and does not help anyone. Based on the information I received from A1 I do not believe there was anything wrong with the light in the first place and I think this is all a coverup for the erroneous charges. I made it very clear that I would not be paying for the work that was not authorized which was their mistake and that I was switching pool companies. I received another email about payment for this work and I again made it clear that I would not be paying for this. Dawn's response to this was to tell me that the account would be sent to collections if I did not pay it. She also offered again to spend additional labor to undo the work that they did. I declined, and told her that I do not trust them and do not want them on my property. As an alternative, I let her know if they wanted their light back that I would have my current pool company remove it and send it to them as long as A-1 paid for the labor upfront. She responded that she would be sending this to collections. I am not worried about the collections process at all as I can't imagine how we could be expected to pay for work that was NOT AUTHORIZED. However, I did decide to write a review on google so that I could share my repeated problems so that others would have this information when they needed to select a pool company. I promptly received an email from Dawn after I wrote a review on Google stating that "since I wrote a negative review" they can not resolve this issue and have no choice other than to send it to collections. What? You have no choice and can't resolve the issue? This makes absolutely no sense since she has made zero attempts to resolve this over the last few months and had already stated that she was sending it to collections. I have been bullied into paying for charges that were not previously authorized and for mistakes that A-1 has made but I will not be bullied into staying silent over this. It's important for me to share an accurate and honest view on my experiences with A1. That's what reviews are for and I feel that people who are considering using A1 should know how they treat their customers. Lastly, I was astonished by the response that Dawn posted to my Google review. In this response she stated that we have safety and flood issues with our house and they replaced the pool light due to safety concerns. This is 100% NOT ACCURATE. It is a fabrication after the fact to try to negate the facts in the review. When I contacted Dawn about the bill for the light she stated that this was their mistake. Don't you think that if there was a safety issue that it would have been included somewhere in the explanation of why work was done that was not authorized? We have been working with A1 for years and the FIRST time that I have ever heard anything about safety and flood issues was today in reading her "public" response on Google. I am shocked that she would fabricate something like this after the fact, but I guess it shouldn't surprise me given my other interactions. We own several homes and this is the first time that we've encountered a situation like this. My co-owner has three engineering degrees including a PhD in engineering. He specializes in Safety Engineering and we are very diligent about any potential safety issues surrounding our house. If there was any kind of "safety"issue, as Dawn is now making up after the fact, then there is no reason that she could not have called me and had the repair authorized. There were no renters at the house and there was no one in danger. As I stated before, the bill for this "repair" came as a surprise and when i asked about it Dawn admitted it was her mistake. Why, 4 months later am I hearing for the first time on a Google review that this was a safety issue? Because the safety issue was fabricated for the response to the review. That's SO wrong. Also, I want to be very clear that there is money that is in dispute here, but this review has nothing to do with money for me. A1 believes there is money owed to them for service and maintenance. We contend that our account is paid in full because we will not be paying for "repairs" that they were not authorized to perform, and in fact were specifically told not to do without approval. Lastly, there is money owed to us for our ruined landscaping and other erroneous charges. However, even if A1 offered to credit me back $5000 right now if I removed my review, I would not do it because this is the truth. I have spent a lot of time this evening writing all of the details of this review because I want anyone who is looking for a pool company in Hilton Head to know my experience with A1. Oh, and beware if you choose to go with A-1, Dawn also said on the response to my Google review to contact her and she would share any information anyone wanted to know about MY HOUSE AND ME. She's asking for a lawsuit there. She also posted the name of my street on the Google review. So, folks, this is the kind of person you are dealing with?.do you really want to risk being overcharged, being threatened for not paying the charges for the unauthorized work and then have someone tell the world on the internet to contact her and she will tell you anything you want to know about YOUR HOUSE AND YOU?