Please read before you call them. This is the review I left on Facebook on Julianos page:…read more I don't even know where to begin but here goes. DON'T!! I wish I could post pics, it would explain it all. If you have a frog mineral system and use frog pacs, check it and make sure they are replacing them. They cut mine and poured chlorine powder in it. I contacted the Frog company (Frog), they said it was not acceptable and wrong. This wasn't the first problem with their service that we had, but I don't have all day to spend here rather I can only say DON'T! Their response:
Juliano's Pools reply:
Hi Ginette. We're sorry to hear that you were dissatisfied with your experience. After receiving your concerns, we thoroughly investigated this service visit and would like to clarify what we found. Our technician did not cut open the Frog cartridge and fill it with granular chlorine. During the service, the technician opened a Frog chlorine cartridge containing the manufacturer's dissolvable chlorine tablets and topped it off using the same type of tablets from another cartridge. In the process, a small amount of dust from those tablets spilled outside the cartridge, which appears to be the material you observed.
We understand how this could have been concerning, and we appreciate you bringing it to our attention. We always strive to provide quality service and take customer feedback seriously. If you'd still like to discuss your concerns, we welcome the opportunity to speak with you directly and answer any remaining questions.
My reply:
First I never said he cut it during that service, rather I stated it was cut, when it was, I don't know. The technician stated, "that is how they have been doing this". Second, the cutting of the frog bac pac was unacceptable to begin with and never should have been cut. According to the Frog company, that is not acceptable and they are not designed to be cut and refilled but rather to be replaced which is what I was paying for. I am adding a photo of the frog bac pac immediately following the technician pouring the contents into it while I watched him and it is, as seen in the photo, not tablets. Also, your losing sight of the real problem, it never should have been cut in the first place. As far as speaking with you, your service manager contacted me, threatened me with cancelling my yearly service plan if I didn't remove the low rating. I told him I would not, especially after he threatened me with cancelling my account and this was the second issue I had this summer with the same technician which his response was "he's just a quirky kid like that". I told him I just wanted what I was paying for, nothing more, nothing less. After my phone call with the service manager, who stated he had been speaking with Brian Juliano, the owner, I received an email stating they cancelled my annual service contract. Attached is the photo directly following the technician filling the frog bac pac, which are not designed to be cut open and refilled but rather to be replaced in order for them to work properly. As far as you striving to provide quality service and taking customer feedback seriously, your actions of threatening me if I didn't remove the low rating I gave and cancelling my contract because that, proves your company only provides quality service and takes customer service seriously if they leave good reviews. In the photo you can see clearly, they did not "top it off with tablets" like stated by them. The tables do not dissolve instantly.