I have found their advice to be in favor of the customer and not their 'bottom-line'. They will usually have an alternative plan if the optimun one is too exspensive, as was the case when I needed an O ring for my high end Janky filter system. The OEM sells the O ring for $21.00, they were able to get me a generic for $6.00! They also have proven to me that buying the products they sell may seem to cost more monsy as compared to the big box store or the bullseye store. Though those stores sell pool chemicals for what appears to be a cheaper price (approx. 30%), the formulas IN those products are 1/2 strength compared to the Spa and Pool Emporium! Wateer tests are done quickly and provide a large amount of feedback. In addition they go over each detail of the findings and what you need to do to correct or maintain your pool/spa.