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.
Yes, we allow customers two free plan changes per year. You can change your plan once in the spring, and once in the fall/winter for no extra cost. If by some chance you use up your two plan changes in a calendar year and would like a third, 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.
When you sign up for weekly service, you have the opportunity to provide us with an email address. If you provide that, then you agree to receive invoices electronically over email. If you don't have an email address, or you would prefer to also be mailed a paper invoices, let us know. All paper invoices will have a $2.50 administrative charge added to cover printing and mailing.
Invoices for weekly maintenance are sent out on the first of every month and are due by the 21st or 22nd. If you have opted for a direct debit (ACH, eCheck, or bank draft), then your account will also be debited on the 1st of the month. If your payment method is credit card, your card will also be charged on the 1st of the month but you will pay it whenever your normal credit card statement is due. All other payments initiated by the customer are due no later than the 22nd of the month. If payment is received after that, late fees may apply.
If there in extra charge on your invoice this month that is not normally there, then your invoice will specify what the charge was for. In all likelihood, we had to use a chemical on your pool that is not included in your monthly billing. The most common one is cyanuric acid, or stabilizer. You can always give us a call or send an email to firstname.lastname@example.org if you have questions about your bill.
Starting in 2018, Texas allowed merchants to pass credit card fees along to customers. If you pay with a credit card, this is roughly the amount the merchant charges us for the privilege of allowing you to pay by credit card. This is such a competitive industry that we do not have the margins to absorb this cost and are forced to pass it along to customers, unfortunately. You can remove this charge by changing your payment method to direct debit (ACH, eCheck, or bank draft) or paying by paper check, BillPay, or debit card.
Sorry, no. Our service billing is structured so that you only pay for 48 services per year on a weekly service plan, or four per month. That means that in a 52-week year we can skip up to four services per year and you will still get everything you have paid for. Our pricing is based on a 4-week month, with weekly maintenance customers receiving 4 services per month on average, and bi-weekly customers receiving 2 services per month on average. If you are shorted a service one month due to holiday, weather or something else outside of our control, you will inevitably receive an extra service a month or two later due to the calendar. We do guarantee that all weekly maintenance customers will receive at least 48 maintenance visits per year.