Satisfaction Guarantee

The guarantee, in one paragraph

If we miss a scheduled window, or a visit does not meet the standard written into your plan, you get a make right visit or a credit. Which of the two it is gets decided the same day you tell us, not after a review process that takes a week.

And no extra charge reaches your invoice without a yes from you first. Extras go out as a text with the dollar amount attached, and then they wait.

That is the whole guarantee. The rest of this page is the detail, including what it does not cover, because a guarantee with no boundary drawn around it is a slogan rather than a promise.

What a make right visit is

A make right visit is a return trip at no charge, to bring the work up to what the written plan says it should be. It gets scheduled as soon as the route allows, and on the home routes that is usually the same week.

It applies when a scheduled visit was missed without notice, when a stop clearly skipped part of the written scope, or when the water after a visit does not meet the plan for a reason inside our control.

It does not apply to the ordinary physics of a pool. Water that clouds after a heavy rain, a basket that fills two days after a stop, or algae after a week of 100 degree afternoons with a failed pump are pool problems rather than service failures. We will still come and look, and it will still be an honest conversation about which of the two it is.

Missed window or failed standard: return visit or credit, same day

Tell us on the day it happens where you can. Call (945) 300-4080, or reply straight to the photo report, which is usually fastest because it already carries the date and the readings.

We look at the report and at the route log for that day, and you get an answer the same day. Either a return visit with a date attached, or a credit on the next invoice. You are not left waiting for somebody to review it next week.

A credit is the right answer when a return trip would not fix anything. A missed week that has already been overtaken by the next scheduled stop is a credit, not a pointless extra visit, and we will say that rather than driving out to look busy.

How change orders work, so a price does not move after you agreed to it

This part of the guarantee exists because of one specific pattern in this trade. A price gets agreed, the work happens, and then the invoice arrives with a line item nobody ever discussed. Nothing burns a customer faster, and the dollar amount is almost never the real reason.

So the rule here is simple and it does not bend. If a technician finds something outside the agreed scope, the work stops there. You get a text saying what it is, why it matters, and what it costs. Then it waits.

No yes means the work does not happen and nothing is billed for it. A yes in writing is what puts it on the invoice, and the text is the record of it either way. If you would rather think about it until next week, it waits until next week, and nothing about that annoys anybody here.

An emergency is the only thing that moves faster, and even then the call is to stop damage rather than to spend your money. A pump running dry gets shut off. It does not get replaced without you.

What the guarantee does not cover

Pre existing structural problems. Cracked plaster, a failing bond beam, a leaking shell, or a pad that was plumbed badly long before we arrived. We will document it, photograph it and tell you honestly what it needs, but a service guarantee cannot make a twenty year old surface new.

Prior work by others. Where another company installed, plumbed or repaired something, our guarantee begins at the work we performed. We are not walking away from the pool over it, we simply cannot warrant work we did not do.

Declined recommendations. If a report flagged a filter clean, a failing salt cell or a freeze risk on the pad and the recommendation was declined, the consequence of that is not covered. This is exactly why recommendations go out in writing with the photo report, so there is never a dispute later about whether it was mentioned.

Storm damage beyond ordinary load. A hard freeze that splits a housing, hail, a fallen limb, a flood, or a power outage that takes the pump down for three days. We will help you recover from all of it and that is real work we do well, but it is not a service failure and it is not what this covers.

How to claim it

Call (945) 300-4080, or reply to the photo report from the visit in question. Same day where you can, because the route log and the photos make it straightforward to sort out while it is still fresh.

Tell us what happened and what you expected. You do not need to build a case or gather evidence. If the written plan says a thing and the visit did not do that thing, that is the entire conversation.

And there is no long contract to fight your way out of if we cannot make it right. Weekly service runs month to month and continues because it is working. That is stated on the why choose us page and it is meant literally.