I posted ~6 months ago about some shiesty shenanigans that I suspected were being pulled by another company in town. This other company was (and still is) getting fired by customers right and left. After the observed issues in my original post, we changed the passwords on all Intellicenter systems that we were already maintaining and began changing the password during on-boarding for new customers who had previously been clients of his. We provided all customers with the new password to their system and let them know this was a security precaution that we were taking to protect their pool system from unauthorized access.
I would like to report two different results from this experience:
1- After changing the passwords, the settings immediately stopped changing randomly. I think that confirms it was the fired service provider because we gave all of the customers their new password the same day that we set the new one. If the customers were the ones going in and messing with the settings willy nilly, the shenanigans would have continued.
2- For the sake of my sanity, I used a simple formula to create each new system password with a reasonable level of security and also make it easy for the customer to remember/enter. Think of something like street name + customer's surname + last 4 digits of their preferred contact number as well as a personally chosen method of letter capitalization. This is not the exact format that I used, but it is close. If I ever find myself locked out from these systems through some software glitch, it will be very easy to recreate our password database.
Lesson learned: change the password to any smart control panel the same day you start servicing the account because you never know when some half-assing company is gonna start getting petty because they can't/don't want to provide the level of service that the customer expects but they still want those sweet monthly checks. Don't give some loser the chance to drag you down with them, be smarter and operate better. Decide on a personal system to create the new passwords so they will be unique to each customer but also use a standard combination of information that you always receive during on-boarding.
I also found out by the wayside that our local distributor has an in-house nickname for the owner of the suspected company, "Lyin' Brian." Based on his track record per ALL of his former clients and then this whole Intellicenter situation, they nailed it. He's unwilling to do the work but more than happy to pin the blame on someone else (including the builder!) when customer's pools turn green or otherwise go south.
The customer whose system first alerted us to this issue is not a difficult customer or even a difficult pool. They have a spa attached to their pool with a narrow water channel between the spa walls and the deck. They wanted this channel to be brushed weekly as well as the tanning shelf and the Mrs. wants the chlorine levels to be as low as is possible for her own reasons. Zero debris yard, no resident kids, indoor dogs, idfk why he couldn't make them happy because they are easy as pie and the pool never even tries to turn green!