policies-and-procedures

POLICIES AND PROCEDURE

We continually keep your pool safe and clean. We will always return at no additional charge, if there’s anything you need for your pool.
Rest assured your pool stays sparkling clean and safe, all without signing a contract!

INCLEMENT WEATHER:
We will not risk the safety of our team during storms that include lightning, heavy rains, and high winds. For that reason, we expect our maintenance techs to chemically balance their pools under allowable conditions, but we will not allow them to use their metal pole to net, brush or vacuum a pool with lightning in the area. We will not refund or reschedule service for these circumstances as long as the pool was chemically treated. In addition, we do not allow our repair techs perform any electrical work or plumbing in the rain. Repair and equipment work orders will however be rescheduled accordingly. This policy is left up to the professional discretion of our techs.

CANCELLATION POLICY:
We always strive for exceptional customer service and satisfaction. We will always return at no additional charge if there is anything you are unsatisfied with during your most recent service (see maintenance policy). In the rare circumstance that you would like to cancel your service, we ask that we have the opportunity to correct the issue before cancellation. If the customer chooses to forego giving us the opportunity to correct the issue, we require a 14 day notice of service cancellation. Without notice of cancellation, we are unable to refund your maintenance fee for the remainder of the service month. Our service is on a month to month basis, once service is paid on the 1st of the month, service must be completed for that month, and cancellation would be in effect for the following month.

SERVICE CALLS:
All service calls from our repair techs scheduled during normal operating hours will include a minimum $50 service call fee. This fee will be rolled into the labor charge for any work order. Service calls performed after hours or on weekends and holidays will be subject to a minimum fee of $150. This fee will be rolled into the labor charge for the emergency repair.
CLEANING EXPECTATIONS:
We expect our techs to clean and chemically test and treat your pool from the the waterline tile where the bottom of your deck coping meets the top of the tile down to the main drain. This includes, testing the water upon arrival, addition of any chemicals necessary to balance the pool, brushing the waterline tile to keep it free of algae, brushing the walls, brushing OR vacuuming the floor of the pool, and skimming the surface. Our tech will empty your skimmer basket weekly and clean your filter and pump basket out at the equipment monthly. A report of services provided and any notes to you will be emailed to the homeowner upon completion of service. You may be asked to add additional water to the pool, wait to swim for a specified amount of time, or call the office regarding an issue. Possible equipment issues will be monitored by the tech and turned into the office at the end of their shift to be handled properly. Specialty treatments such as phosphate treatments, stain treatments and black algae treatments or problem pools and clean-ups will be quoted and handled individually outside of the regular weekly service. Our goal is to leave your pool sparkling clean. Please consider all factors such as wind, heavy rains, construction/renovation, landscapers and lawn maintenance, roof maintenance, pressure cleaning when assessing your pool’s completed service.

CLIENT RESPONSIBILITIES :
Clients are expected to make all payments in full, on the 1st of the month of service, unless an accommodation has been arranged in advance. A $15 late fee will be charged to any account that is 30 days past due. Also, keep in mind that unless you have an auto-fill system installed and working, it is the homeowner’s responsibility to maintain proper water levels at all times. If you expect to be out of town for an extended period of time, please let us know so that arrangements can be made in advance.

MAJOR HOLIDAY’S POLICY :
Elements Pools recognizes major holidays during the year. Those holidays are New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, and Christmas Day. We will make the necessary accommodations to ensure your pool is in great condition.

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