My mother bought a jacuzzi around 2007, maybe a tad later. She had a great experience with them when she purchased the Beachcomber jacuzzi from them at the time. The service people are very good at what they do. When they come to her home, they are very friendly, and I saw the recorder. She has cameras in her home, and I saw the recording of them. I did see what a great pair of gentlemen that they were. They came to the house last year because the water was not heating up, and they told her that she needed a Hush Pump. They said to her that they did not have them right now, I am thinking because of Covid. I don't know. So they agreed on ordering the pump and that next year they could install it for her at the beginning of the year 2021. She said, sure, that is great, so they proceeded to shut down the jacuzzi for winter, and in the end, she asked them how much and that she would pay them at the time, and they told her that the office would send her an invoice. She gave both men a big tip, and they went on their way. This job happened at the end of October, November of 2020, by the way. We are now in the last couple of weeks of May. She received that bill, not just a statement, a nasty invoice, which I don't mind sharing with the world so you can see I'm not just saying this. The invoice was sent out by Empire Pools around the end of April of 2021. My mother called and got a young woman, and first, she wanted to talk to her about the hush pump she needed to replace on the Beachcomber jacuzzi. She told her that she would call her on June 20 to set a time, or someone may install the pump at that time. She said to her that she did not have the pump in stock yet. She was a nasty person to my mother. My mother waved this off as to having to deal with a young kid. She would not let my mother get a word in edgewise, totally rude to her, basically railroading her. My mother told her about the invoice. My mother tried to explain to the girl that she tried to pay the bill after the young guys completed the job, and the guys told her that they did not do that and the office would send her the invoice and did not have any invoice slips in the truck. We are again on June 20, 2021; the girl from Empire pool did not call, so my mother called her. She had open windows and dogs in her truck and told the girls that she was speaking loud because it was loud in the vehicle. My mother wanted the girl to hear her. She was not yelling at the girl at all. I listened to all the conversations going back and forth between this girl and Kevin- one of the co-owners of Empire pool. I should put the whole discussion on youtube or one of those public places, so everyone could see how they spoke to an ill woman dying from stage 4 metastatic cancer! Kevin, co-owner of Empire pools, called my mother and told her that they did have the pump in stock after all the hell the girl put my mother through. Oh, they were not done with her yet. He managed to be still as nasty as he could to my mother. He told her that he would install it on June 10, 2021, and my mother was to pay upfront on the day off the installation. That will not happen at this point. The other partner, Jeff, co-owner of Empire pools, was just as nasty to me when I called him. I wanted him to focus on the concept of what they had done to my mother, and he just blew it off like she was a piece of trash. He lied and said that he kept calling for the bill, in which three people were looking for phone records coming from Empire pools, and not one of their number came up. 1: They could have resolved this so quickly, and It did not happen. 2: Jeff, the co-owner of Empire pools, lied to her about his supposedly made phone calls. 3: The girl lied to her about the part not being in. 4: The girl was never reprimanded and trained on treating customers with respect and common courtesy. 5: They should have allowed my mother to pay the invoice on the day of the service, which they did not. They sent her the invoice seven months later. The invoice sent was written in a demeaning manner. 6: Both owners and the young girl that worked in the office never apologized to my mother for the way they treated her. 7: Jeff was just as nasty to me. I felt terrible after I swore at him after he gave me an ultimatum. I don't think anyone likes someone talking down to them. 8: The compromise was never there. Empire pools owners felt it was alright for them to treat someone like they were garbage, even after my mother bought a very expensive jacuzzi from them, was even going to buy a pool from them- no way-never. The bottom line is that I get that there are nasty people out there. But, my mother was not. Even if my mother had been a tad loud so they could hear her, they had no right to do what they did. They made her feel insecure about herself, and they made her feel like a liar, a person that does not pay her bills, a person of lower rank. Their prejudiced ways toward my mom are unacceptable and to make her sick over the whole thing makes me think that they should be ashamed of themselves, but no, people like that don't have that type of empathy!! Buyers, be aware of what you're getting into before it happens to you!!!