Pool Service Guarantee

If you are not satisfied with a pool cleaning, tell us promptly, on the day of the visit or the next day and within 36 hours, and we will re-clean the pool for free. The quick notice lets us find the cause and correct it for future visits.

On a Partial Service Plan, vacuuming, netting, and other cleaning of the pool floor are not included; those are handled by you between visits. The Full Service Plan adds them every week for a little more per month.

What this means: We will re-clean your swimming pool free of charge and make sure every applicable item on your Pool Maintenance Report has been performed to your satisfaction, provided you notify us within 36 hours. If you reported it within 36 hours and we were unable to re-clean the pool to your satisfaction, we issue a full refund for that service visit.

The Pool Maintenance Report is the record of the work performed at your pool. If you ever find that the report was not filled out at a scheduled cleaning visit, let us know right away. We will send someone from the office to verify the report promptly and refund any service visit that is not documented.

To issue more than one credit for undocumented visits, we need to see the incomplete report. If the card has gone missing, we refund the last service visit that is not documented.

Please keep the report in the pool equipment timer or control box. Those boxes are weatherproof and snap shut, which keeps the card readable. If you would rather keep it somewhere else, tell us and we will use that spot. The photo report sent after each visit gives you a second copy of the same record.

What this means: If a Pool Maintenance Report is not filled out, we issue a full refund for each service visit that is not documented on the report.

Customers on either weekly plan can expect us to correct any normal water-balance issue at no additional charge, provided the pool and equipment have been kept in proper working order and service has not been interrupted.

Chemicals and levels covered by this guarantee: chlorine, elimination of chloramines, pH, total alkalinity, and salt when the pool has a working salt generator.

Startup chemicals such as cyanuric acid (stabilizer or conditioner) and calcium are what turn tap water into water that can be balanced and hold chlorine. They creep up over the years, because small amounts arrive with regular chlorine use, and once they are out of range the pool usually needs a full or partial water change; they cannot be lowered reliably any other way. We will quote the water change. If you or another company performs it without adding the startup chemicals, we will quote the cost of adding them, since they are not part of the weekly plans.

A full or partial water change is also often needed every three to six years for the impurities that tap water brings in over time, the group usually called total dissolved solids.

Not covered

• Startup chemicals: cyanuric acid (stabilizer or conditioner) and calcium.
• Total dissolved solids (TDS), which build up over years and are corrected only by a water change.

What this means: We correct any chemical-balance issue free of charge, provided it does not fall into one of the exclusions above.

Customers on either weekly plan can also expect us to correct any yellow, mustard, or green algae at no additional charge, provided the pool and equipment have been kept in proper working order and run the appropriate amount of time each day, there is no landscaping in the water, and service has not been interrupted. Keeping the water at the proper level so the equipment can operate, and running each pump for an appropriate number of hours every day, is part of that.

Black algae is also guaranteed not to occur under normal circumstances, with the exceptions listed below.

An outdoor pool is an open system, exposed to whatever is blowing around the air and the yard. Algae spores, like germs, are constantly being introduced and killed. A few strains resist chlorine above 20 parts per million, and if one of those arrives it can take hold even in a perfectly balanced, clean pool. No pool company can guarantee that will never happen. What we guarantee is that we resolve it for ongoing weekly service customers free of charge.

Not covered

• Worn plaster or other surfaces with pitting, where black algae roots.
• Certain natural stone waterfalls without enough daily circulation or flow to prevent growth.
• Lack of sufficient daily circulation and filtration.
• Pools with broken sanitation systems, including in-line chlorinators or salt generators that are not working properly.

What this means: We correct any algae issue free of charge, provided it does not fall into one of the exclusions above.