I really want to give them a D or F rating at the time when Gerald refused to service our pool on the phone. Mike from the same company installed a new pump for our pool. We explained to him that we would start to re-plater our pool in the next week and the plastering company told us to make the pump ready before the plastering is done so that the filter can filter out all of the dust resulting from the new plaster. Mike recommended their pool start up team to us and told us they do not run the pump in the start up process since the acid would damage the pump and heater. We immediately booked the start up service from Custom Pool Care because we were very happy with Mike. But at the same time, we were very confused with the two different start up processes from the two parties. I asked to talk to Gerald who is the cleaning and brushing team supervisor to understand their process. While talking to Gerald, I expressed my concern that why the two ways were different and if the way they use would break my warranty from the plaster company. Gerald immediately told me that they do not want to deal with third party and do not want to be responsible for any warranty issue. He said he would pass by the job. Custom Pool Care provides the pool start up service but they do not do plastering. My understanding is that they have to deal with the third party as long as they provide the service. All these things happened on Friday. During the weekend, I talked to the project lead from the plastering company and explained to him why the pump is not needed and the way Custom Pool Care will use to start up the pool. He told me that the method is good although it is different from what he told us to do. He also told me that he will not add Start UP TECH to the pool water when filing the pool. Everything seemed settle down to me. The following Monday morning, Gerald called and told me that he talked to his supervisor and both of them agree to pass by my job. I explained to him that I already understood the whole process and it should not be any warranty issue. But no matter what, he just refused to work for us. At the end he recommended another company and hang up my phone when I was still talking. From beginning to end, Gerald were polite (except than hanging up the phone). I was very frustrated while talking to him this morning since this is a busy season for swimming pool service company and I am afraid I could not find another company on time. Now I booked up with another company who is very confident with what he will do. After calming down, I think I should appreciate he refused to work for us. This is all because they are not confident on the job they will provide. I do not want to hire a company that is not confident on themselves. I gave them a B because they are honest and I do not want to add the first bad rating to their reviews.