Frequently Asked Questions - New Maintenance Customers

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No.  All our residential contracts are month-to-month, meaning you purchase service for a whole month at a time.  You can cancel any time, but we require at least 7 days notice prior to the start of the next billing cycle in order to guarantee we can process your cancellation in time.  If you request immediate cancellation of services mid-month, there is no refund for the remainder of the month.  Our commercial agreements all have a 30-day termination clause, which is standard in the industry.

All of our plans include maintenance chemicals in the monthly price.  Maintenance chemicals are used weekly to maintain pool water balance.  Generally, these include chlorine shock (calcium hypochlorite), tablets (trichlor), muriatic acid, sodium bicarbonate, diatomaceous earth, and up to two (2) bags of salt monthly for salt pools.  Startup and restoration chemicals are not included.  These include cyanuric acid (stabilizer), borates, clarifiers, copper ionizers, calcium increaser/decreaser, phosphate remover, and algecide (unless the algaecide is used as part of our no-algae guarantee).  Any of these chemicals will be billed separately if the technician deems they are needed to maintain water balance.

The next step is for us to do a remote site evaluation using Google Earth.  We will measure your pool, calculate volume and survey the surrounding vegetation and give you a preliminary quote for weekly service.  The quote will be for weekly service only and will not include any repairs or restoration services needed.  The next step would be to schedule a first visit by the field supervisor.  The field supervisor will perform the first cleaning and water balancing, if possible.  If not, a quote for repairs and restoration services will be provided at that time.

We service Plano, Texas, and surrounding communities.  Please see our Service Areas page in the menu above for specific areas and cities we service.  Generally speaking, we service a 20-mile radius around the intersection of George Bush Turnpike and Central Expressway in Plano.

Yes, generally speaking.  Unless something goes wrong with weather or technicians we will always be there on the same day of the week.  If there is heavy sustained rain or winter weather, or if a technician is out sick, your service may be moved 1-2 days later, or on occasion, earlier.  We do our best to notify you as soon as possible if your service day needs to be moved for one of these reasons.

Again, yes, generally speaking.  If your technician is out on your service day, we will first try to reassign your pool to a different technician, or possibly the field manager.  If you have any questions, please call our office and ask for the Maintenance Manager.

Some pool cleaning staff may be classified as 1099 employees.  This is primarily so they can drive their own vehicle, which results in a different compensation scheme that some employees prefer.  We do not treat them any differently nor are expectations any different for the delivery of top-notch service than our W2 employees.  They use the same technology, chemicals, and tools as our W2 employees.

We have several different maintenance plans to choose from.  They are either weekly or bi-weekly (every two weeks), depending on your plan.  In most cases, we can begin new service on a swim-ready pool within 7 days.  In some circumstances, a rush of as little as 1-2 days can be done.

We prefer direct debit (also known as ACH, eCheck, or bank draft).  We also accept checks, Billpay,  all major credit cards (including Discover and American Express), and Zelle.  We no longer accept PayPal since very few people use it any more.  If you are interested in a particular payment method, please let us know.  We are currently keeping our eye on several possible future payment methods, including ApplePay, Samsung Pay, Venmo and cryptocurrencies.  If enough people express interest we will add a payment method to our repertoire.  Payment methods that incur a processing fee will include a processing fee surcharge for any purchases over $1,000 (currently 3% for credit cards, 1% for ACH).

We have a rigorous employment screening process that includes driving records and criminal background checks.  However, we are also a "second chance employer" and may hire employees with criminal records if it appears to be a low-risk situation.  We also love our military veterans and employ many of them as well.  In 10+ years we have not had an incident with an employee doing anything malicious at a customer site.

While all our plans are designed to be year-round plans, we do allow customers one free plan change per year just in case the plan you are on isn't right for you.  If you would like to change your plan a second time during the calendar year, there is a $25 administrative fee for making the switch.  We only allow plan changes at the beginning of the month, so please contact us at least 7 days prior to the start of the next billing cycle if you would like to change plans.

Many pool companies attempt to reduce costs by employing people with no experience in pool service and training them.  While that does have merit, we take a different philosophy.  We hire the most experienced technicians and pay them well to minimize turnover and help foster positive relationships with customers.  Our technicians have an average of 10-12 years' experience and many have been with us 5+ years.  While it is not required to maintain residential pools, many of our technicians are CPO-certified.  The ones that are not are working on getting certified within 12 months of employment.  All of our commercial maintenance technicians are CPO-certified.