I too have the crystals form on, what you would think is, the dry side. Don't forget that when people are in the pool, water is splashed around and droplets of water will crystalize. I take a fresh water hose and hose off my flagstone surround on the spa when I am out watering the plants. It has made a big difference for me. I fully understand your concerns and applaud the fact that you are contacting the PB. It is your referrals that will help bring additional business. He/She should be doing everything to put your worries at ease. Keep us posted on the outcome. Good Luck.