Members Service Agreement
You relax, we maintain.
Thank you for allowing us to service your Pool & Spa.
Please read this comprehensive overview explaining what to expect from us and what we expect from you.
After you have thoroughly reviewed, please fill out the consent form below. A copy of our service agreement will be emailed to you once you submit.
Communication & Transparency
Our software has been tailored to maximize customer communication and transparency. Our technicians are tracked via GPS and will check in when they arrive at your property. Please note that our technicians cannot check in unless their GPS confirms the property address. Once our technicians have checked into your property, they will perform all of the service tasks listed below under Pool & Spa Service Tasks. After completing the service tasks, you will receive a visit report detailing the completed tasks and any notes your technician may have shared with you via text and email. You will also be promptly notified if any repairs are needed. Our office will send you a job request for the repair, which you will need to approve in order to proceed. If you approve, our repair technicians will be dispatched to your property to promptly fix the issue. Please refer below for billing information.
Contact Information
It is important to save the numbers and email addresses below which our system uses to send visit reports, invoices, and job requests to your phone and email so they are not sent to spam.
Office:
702-218-4791
Email:
Invoice Email:
Job Email:
Announcement Email:
Text Number from our software system:
754-333-5539 **** DO NOT REPLY to this number as it is not monitored.
If you wish to communicate via text, please text our main number *****
702-218-4791
***** If you have a home phone number on file with us, it is important that you contact us to add your cell phone number to your account to ensure you are receiving our text messages.
Billing
We bill for the current month that we are in. Our monthly service invoices come out on the 1st and are due by the 28th. We require our Clients to set up auto pay using your credit card when paying your first invoice. Auto pay will process payment on the due date. If you need assistance with setting up auto pay, please contact our office.
Repairs
Our job requests are sent via text and email and require your approval to move forward. Once the repair is completed, you will receive an invoice, which is due 7 days after it is sent. Your credit card on file will be charged automatically on the due date. Please rest assured knowing that you will have already approved the job and final price before work has begun. We are an authorized installer for many pool brands, which is required to activate warranties.
Weekly Maintenance
Any issues our service technicians find on a normal service day that require a small part or repair under $100 will be taken care of during the visit and automatically charged to your next month's service invoice. Why do we do this? We service your pool & spa once a week and a lot can happen between our visits. Postponing these small repairs can negatively impact your pool & spa, especially during our hot summer months. You may see items such as an autofill, tires, wheels, algaecide, hoses, and phosphate remover added to your monthly invoice. As an example, if we were to wait on adding a small, but very important item like an autofill, until the following week the water level could drop below the suction ports. This would cause your equipment to suck in air, your pump will lose prime and overheat, and your pool will turn green. By replacing a $25 part when our technicians find an issue, the problem is solved before a small problem turns into a larger, more costly problem. You will be notified of any item we replace via the "Tech Comment" section located on your visit report. If you have your own parts that you would like us to use, please put them in a weatherproof box by the pool equipment clearly labeled "Pool Parts". Any repair above $100 requires your approval before moving forward and is performed by our Repair Technicians. If your pool is new and under your builders warranty, no items will be replaced but you will be notified.
Pool without Pop Ups
If you have a pool that does not have an infloor cleaning system (aka no Pop Ups), you will be required to install a pool vacuum to help keep your pool clean between visits. You do not need to purchase the vacuum from us but we do recommend using the Hayward Vacuum called "The Pool Cleaner" because we carry all of the replacements parts on our trucks and feel that this vacuum is the best.
Heater
We do not check heaters during our service visits. Turning them on and then back off can decrease their service life. If you notice a problem with your heater, please let our office know and we will inspect it.
Maintaining Proper Water Level
We are unable to fill your pool or spa during our weekly service visits. This task is handled by your autofill system. If your pool does not have a built-in autofill, we recommend installing an over-the-deck autofill. Please note that we are not responsible for any water damage resulting from a pool overflowing, whether due to a hose left on or a malfunctioning autofill device. Since our visits are brief, it is the homeowner's responsibility to maintain the proper water level. While The Pool Doctor makes every effort to assist in this process, we cannot be held liable for any overflow issues.
Failed Payment
We will stop servicing your pool & spa if auto pay fails and no payment or contact is made within 30 days. Unpaid invoices go to collections and we will take back any equipment that has not been paid for, even if it is installed. If you are facing financial hardship, please reach out to us. Communication is key.
Condition
We service working pools & spas. If your pool or spa requires a repair to keep it in optimal condition, we expect you to have it repaired. You are NOT required to use us for the repair. However, we are an authorized installer for many pool brands which is required to activate warranties, so you are in good hands!
Your pool & spa can be thought of as rivers which need to be effectively turned over. Water must properly circulate, filter, and sanitize to ensure proper functionality. If your pool & spa are not properly circulating, filtering, or sanitizing, we will not be able to keep the pool from forming algae. You will be notified if your filters need to be replaced and you are expected to do so either through us or by purchasing your own filters which we will install for $60. The same goes for requested vacuums, pop ups, infloor systems, pumps, chlorinators, salt cells, etc. We want your Pool & Spa/investment looking amazing and this is only possible by ensuring all of your equipment is functioning properly.
Your landscaping can damage your pool & spa. Debris can stain your Plaster or Pebble Tech and damage your equipment. You are required to keep your landscaping trimmed away from the pool & spa, alive, and properly maintained. A basic rule of thumb is keeping 5 feet between your pool & spa and your landscaping. If it’s dead, remove it.
Draining & Refilling Your Pool & Spa
As part of the normal maintenance of your pool & spa, periodically your water must be drained and refilled much like the oil in your automobile. This is due to the TDS and Cyanuric acid (CYA) levels accumulating in your pool.
TDS, or Total Dissolved Solids, is the measure of the sum of all the substances dissolved in your pool water. Common dissolved solids are magnesium, potassium, sulfates, carbonates, irons, and other minerals. Everything we add to the water increases its TDS including chlorine, water balancers such as pH increaser or reducer, algaecide, and clarifiers. Even swimming in your pool adds to your TDS level with sweat, hairspray, deodorant, perfume, and other substances coming off the bodies of swimmers. And everything that blows in on the wind or washes in from the rain also contributes to your TDS level. As time goes on these levels increase and become more concentrated. Ideally, your TDS level should be under 2000 ppm. High TDS can over-saturate your pool water causing water quality problems. Pool water with a high TDS reading can affect your PH which can be aggressive or corrosive causing cloudy water, elevated hardness, scale deposits, skin and eye irritation to swimmers, and problems with your pool equipment.
Cyanuric acid (CYA) is one of the most important pool chemicals. You may have heard it called “pool stabilizer” or “pool conditioner”. The sun’s UV rays break down chlorine at an alarming rate. Within 2 hours, sunlight can actually destroy 75 – 90% of your pool’s chlorine. When in direct sunlight, the half-life of chlorine is a measly 45 minutes (meaning 50% of it is gone within 45 minutes). Chlorine is essential to the hygiene of your pool. Without it you would be swimming in a swamp! The good (and sometimes bad) thing about CYA is that it does not get used up like other chemicals. Once you put it in, it stays in the water. Many types of chlorine, including chlorine tablets, have CYA in them and so it can increase over time. At levels under 50 ppm chlorine is stable. Over 100 ppm, chlorine is less effective, and the water becomes corrosive having a low PH. When water becomes corrosive it begins to negatively affect the pools surfaces and equipment. Low PH can stain and damage plaster, tile or fiberglass, and damage pool filters, and heaters.
When we recommend that your pool needs to be drained it is due to the aforementioned issues. If you choose not to drain your water, you may encounter negative effects that are beyond our control. We will not be held liable for damage to your plaster or equipment if you refuse to drain your pool when we recommend it. We may cancel service or raise your monthly rate since higher chemical usage is required to keep the water from turning.
We refill your pool & spa using your garden hose and autofill.
You can use a reverse osmosis company in order to avoid draining and refilling your pool & spa.
Honesty
We are not perfect but strive to be and we believe our work reflects it. However, if we have made a mistake, please notify us and we will promptly correct it.
Pool & Spa Service Tasks
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Net the top and bottom to remove debris.
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Brush the sides, tiles, and vacuum when necessary.
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Empty pump and skimmer baskets.
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Inspect the equipment for safe and proper operation.
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Balance water chemistry.
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Provide all standard chemicals as needed.
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Salt Cell Cleaning.
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Filter Cleaning is $60 per filter tank and we will clean your filters a minimum of every 6 months and as needed for larger pools & spas.
Skipped Service
If we are unable to service your pool & spa due to the gate being locked, broken, or an obstructed path, we will do our best to come back and service later in the day once it is opened. However, if we are not able to get back to your pool & spa, you will be charged your normal monthly price and no discounts will be given. It is your responsibility to ensure that we have access. If you have a spare key, please give it to your service technician. If you have a gate that can only be opened from the backyard, please have a new lock installed. If your gate is broken, please repair it.
Time Off
We bill for 4 weeks in a month. Consequently, we will take 1 week off in November, December, January, and February to account for months with 5 weeks. This gives our staff time to rest and spend time with their family before returning to our busy spring and summer season. If you are starting service during our scheduled time off, your invoice will be prorated accordingly. If you are not starting during our scheduled time off, you will be charged your normal monthly service fee once we get to these months. To summarize, we bill for 48 weeks in a year and take 4 weeks off to account for 52 weeks a year.
Cancelation of Service
We service your pool & spa on a month to month basis and do not hold you in a contract. We hold the right to cancel service at any time with appropriate notice and refunds issued. If you wish to cancel service, please notify our office and confirm receipt. Any outstanding invoices must be paid in full or we will send them to collections and we will collect unpaid equipment.
With that out of the way......
From all of us at the Pool Doctor,
WELCOME!