Chris, most likely they do not KNOW what you should do.

In my area, pool builders - as a rule - do not know now to operate residential pools successfully, much less commercial ones. This is the reason they sometimes jump on things like Nature2, as much in the hope that it will keep owners from calling them with water problems, as a chance to sell more stuff.

Pool stores are, well, pool stores. Some of them can run a home pool, if somewhat expensively. But again, at least in my area NONE of them know how to operate a commercial pool, especially ones with problems. They are happy to sell you stuff, but they probably will avoid telling you what to do or what will work.