I submitted a request-for-service via the website but had to follow up a week later, since no contact from Shasta was forthcoming. Upon my second request, I was contacted within the hour and arrangements were made for service on our pool. I also received an e-mail from Rick Mortensen, Executive Director of Customer Services, apologizing for the lapse in service and ensuring that we were contacted for scheduled services. Rick followed through to make sure that we were also happy with the service as scheduled, and indeed we were. The technician sent, James Engle, was prompt, friendly, knowledgeable and efficient. His work simply could not have been better and I appreciate the courteous follow-up on the part of Rick as well. Thank you to all of the Shasta team for turning this around and making this a very positive service experience!