Our 6 Star Guarantee
Guarantee Star #1: Respect Your Home & Pool
Our goal is to respect your home & pool as we service and clean your pool. Should there be any issues with your home or pool as the result of our services, we will make it right.
Our Respect your Home & Pool Guarantee means that should there be any issues (e.g. dirty work environment, etc.) with your home or pool as the result of our services, call the office and we will send a technician to resolve the issue.
Our Guarantee Policy has four areas: Pool Cleaning, Water Balance, Algae Free, and Maintenance Reporting.
Guarantee Star #2: Pool Cleaning
If you are not satisfied with our pool cleaning service promptly let our office know and we will re-clean it for free. Please inform us of the exact issue(s) you are having with the service, so we can better serve you in the future.
Please note: Partial Service Plans do not include vacuuming, netting, or cleaning the pool floor. If you would like these services, our Full Service Plan will satisfy these additional needs at just a small additional monthly rate.
Our guarantee is simple:
1 – If you are not satisfied with your cleaning, inform us within 36 hours, and at no charge we will re-clean your pool to ensure that all appropriate items on your Pool Maintenance Report have been performed to your satisfaction.
2 – Should we be unable to re-clean the swimming pool to your satisfaction for the pool cleaning visit in question, we will issue you a full refund for that service, as long as you reported it within the first 36 hours.
Guarantee Star #3: Water Balance
Customers on all of our pool cleaning service programs can expect that we will correct any normal Water Balancing issues at no additional charge provided pool cleaning service has not been interrupted, regular filter/salt cell cleanings have been performed, and the swimming pool equipment has been kept in proper working order.
Our Water Balance guarantee includes the following chemicals: chlorine, elimination of chloramines, pH (potential hydrogen), TA (total alkalinity), and Salt if your pool has a working salt generator.
Excluded: Started Chemicals
Startup chemicals, such as Cyanuric Acid (aka CYA or stabilizer or conditioner) and Calcium, are excluded. These chemicals are necessary to convert tap water to water that can be balanced and maintain chlorine in a swimming pool.
Please note – these chemicals are subject to slowly-increasing over the years as very small amounts are added with the normal water balancing weekly process (eg Chlorine). Should these start-up chemicals become out-of-range, your pool may require a full or partial water change, as these chemicals cannot be lowered in a reliable manner without a water change.
If your pool water encounters this situation, we can give you a quote for a for full or partial water change. Should the water change be completed by the customer or another pool company and the startup chemical are not added, then we will quote the cost of adding start up chemicals needed that are not included in our regular pool cleaning service programs.
Excluded: Total Dissolved Solids (TDS)
A full or partial water change is also often needed every 3 to 6 years for impurities in the tap water that will slowly-increase over time. These impurities are an additional item (separate from Cyanuric Acid and Calcium) and are often referred to with the term “total dissolved solids “or ”TDS.”
Our guarantee is simple:
We will correct any chemical issues free of charge, provided they do not fall into one of the following exceptions.
1 – Startup Chemicals are excluded.
2 – Total Dissolved Solids (TDS) are excluded.
3 – If pool cleaning service has been interrupted, regular filter/salt cell cleanings have not been performed, or the swimming pool equipment has not been kept in proper working order, our guarantee is excluded.
Guarantee Star #4: Algae Free
With all of our pool cleaning service plans, customers can expect that we will correct any yellow, mustard or green algae issues that may occur at no charge to you, provided your swimming pool and equipment have been kept in good working order, the pump is kept running for the necessary amounts of time each day, proper water levels are sustained such that pool equipment can operate, no foliage is in your water, and your service has not been interrupted.
Please note: Black algae is guaranteed to not occur under normal situations. Exceptions to our Algae Free Guarantee for Black Algae include: pool has worn plaster, surfaces with pitting, certain natural stone waterfalls that do not have enough daily circulation or water flow, insufficient daily circulation and filtration, and broken sanitation systems such as in-line chlorinator or salt generating systems.
Swimming pools are open outdoor systems and as such, are subject to whatever is blowing around in the air. Algae spores are constantly being introduced to the swimming pool and killed. There are some strands of algae here in Texas that are chorine resistance to more than 20 ppm. If one of those strands is introduced, it can take hold and bloom (even in a perfectly balanced and cleaned pool depending on the situation). While no swimming pool service company can guarantee this will never happen, what we can do is guarantee to resolve it for ongoing pool service customers free of charge. All we need is properly working equipment.
Our Algae Free Guarantee means that we will correct any algae issues free of charge, as long as they are not caused by any of the above listed exceptions.
Guarantee Star #5: Maintenance Reporting
Our pool maintenance reports are an integral record of our services performed at your pool. If ever you find that a Maintenance Report is not filled out at the scheduled visit please let our office know immediately. We will cross-reference our computer system and truck GPS systems to verify your cleaning visit. Should there be any question associated with your visit at that point, we will issue a full refund for 1 service visit, and ensure our pool technician documents properly moving forward.
Note: Please keep our Pool Maintenance Report closed inside of the pool equipment timer or control system box, both of which are waterproof. If you prefer we leave your card in another location, do let us know.
Our guarantee is simple: If your visit is not documented in the Maintenance Report or anywhere in our systems, we will issue a full refund for the last service visit (1 visit) that is not documented. Note: Our technicians do take pictures of the Maintenance Reports, and we may be able to supply a copy.
Guarantee Star #6: Clean & Knowledgeable Technician
Our technician will have good manners. Should our technician smoke, dip, or use profane language while providing your service, contact the office within 36 hours of your service and we will issue a full refund for that service.
Our technician will be knowledgeable associated with pool maintenance and operations. Should you feel your technician is not knowledgeable with pool maintenance and operations, contact the office within 36 hours of your service and we will send a different technician to address your service needs.
Note: We have two primary categories of technicians: 1. Weekly Maintenance and Cleaning 2. Equipment Service & Repairs. Weekly Maintenance and Cleaning technicians are usually not trained or licensed to resolve equipment service & repair. Should you require an Equipment Service & Repair technician, we can schedule that by contacting the office.
Our guarantee is simple:
1 – Should our technician smoke, dip, or use profane language while providing your service, contact the office within 36 hours of your service and we will issue a full refund for that service.
2 – Should you feel your technician is not knowledgeable with pool maintenance and operations, contact the office within 36 hours of your service and we will send a different technician to address your service needs.