Policies and Procedures

REFER A FRIEND AND GET A $50 CREDIT TO YOUR ACCOUNT***

A clean pool + clear water = Pool perfection, every time. TICL #231519

These Policies & Procedures are in effort to provide clarity to Monument Pool Service, its valued customers and its pool techs. Although we do not require a signed contract or agreement from our weekly maintenance customers, by requesting/continuing maintenance from Monument Pool Service you are agreeing to the following Policies & Procedures:

Maintenance Performed

Brush tile line and walls of swimming pool/spa
Empty skimmer baskets, pump baskets, and pool sweep net
Backwash DE Filter on an “as needed” basis (if applicable)
Cartridge Filter pressure will be monitored and reported on blue slip when a filter clean is needed (if applicable)
Vacuum the swimming pool/spa
Skim surface of pool and remove debris that did not get trapped by the skimmer

*** Please try to remove any rocks, children’s toys, patio furniture, etc. that may have sank to bottom of pool, as sometimes we are be unable to get these items out.

Chemicals Checked & Balanced

Chlorine
Total Alkalinity
pH
Additional testing will be done on an as needed basis
Chemicals such as Shock, Acid, Chlorine Tabs, and Stabilizer are added as needed to balance pool chemistry
(For Salt Water Pools ONLY) Salt levels will be tested and salt will be added as needed (On occasion it may be necessary for shock and/or chlorine to be added to salt water pools)

Water Level

Due to insurance liabilities, we are not allowed to add water to your pool or spa, so please keep an eye on your water level and fill as needed. Proper water level should be maintained at mid-tile to ¾ of the tile line.

Equipment Running Times

Swimming pool equipment should run for the proper amount of time to effectively clean the water. This helps keep the water clear and algae from beginning to form. The hotter it gets, the longer your pump needs to run. The general rule of thumb is when its 70° outside run the pump 7 hours during the day, 80° = 8 hours, 90°= 9 hours, etc.

Weather/Natural Disasters/Seasons

*Once we have serviced your pool, you will receive a picture of your clean pool on the weekly emailed report. We cannot guarantee your pool will look the same once you get home for the day. The wind blows and leaves are constantly falling during certain times of the year. Unfortunately, we can't control if debris gets back in your pool. Due to full service routes, we will be unable to come back for the week.

Bi-Annual Filter Cleans

Filter cleans are very important to the life of your pool. This service is $125 for weekly customers/$150 for others and should be done twice a year –once in the spring to clean off all the yellow pollen that has gotten in the pool and once in the fall to clean out all the oils, etc that have gotten in the pool after a fun summer of use. Occasionally, grids and other parts may need replacing and will be an additional cost. If you want to clean your filter yourself, please let us know so we don’t schedule one for you. We schedule all bi-annual filter cleans for April/May and September/October.

Pool Service Days/Schedule

Pool Service cleaning days are scheduled based many factors, including map location, service technician, frequency, available access and proximity to current customers on existing route. The service day will mostly stay static on the same day, each week, but unforeseen issues can arise and the service day may change without notice. If the normal pool service day is missed (besides rain or holiday), our pool techs are advised to go the next day. If you believe the pool was missed please give us a call.

Notification & Communication

A detailed report will be emailed to you after each visit. Please note that the pool tech will leave important notes for you if any further maintenance/repairs are needed.
Please call/text (832)375-9009 or email monumentpoolservice@yahoo.com to report any equipment problems, to request equipment repairs, or approve pool techs suggested repairs so that a work order can be written up and placed on the Service Schedule for a Service Tech to perform and to discuss the fees involved.
Pool techs are not responsible for relaying messages to office or owner.

Rain & Lightning Policy

When lightning is in close proximity, for the safety of your pool techs, there will not be any use of a pole therefore your pool will not be skimmed, brushed or vacuumed. However, the tech will check and balance water chemistry, empty the skimmer baskets and pump baskets. “Rain Service” will be noted on the blue check-out sheet.
When it is raining but not lightning, the pool will be cleaned to the best of the pool tech’s ability under these conditions. Please note when it’s raining, it is hard to see the sides and bottom of pool when vacuuming, so please be understanding. “Rain Service” will be noted on the blue check-out sheet.
The pool tech will not be able to return to perform any missed duties under “Rain Service” until your next regularly scheduled clean the following week and no credit or discount will be given for duties unable to be performed under our “Rain Service” policy.

Locked Gates

It is the customer’s responsibility to leave access gate(s) unlocked and the backyard accessible for the entire scheduled day. If the pool tech does not have access for any reason, he will knock on the door to see if anyone is home. If no answer, we will call the phone number we have on file. If access is still not available at that time then the Pool Tech will note, “No Access” on a blue sheet and place it in mailbox. The pool tech will not return to clean the pool until the following week and no credit will be given.
The customer has the option to provide Monument Pool Service a gate key or code to be noted on the customer’s account. It is the customer’s responsibility to notify Monument Pool Service of any changes to accessibility in advance of their scheduled cleaning day.
Please email monumentpoolservice@yahoo.com if you will be out of town and gate will be locked.

Dogs

If your dogs are aggressive or are runners when the gate is opened, please have them put up on your scheduled service day. If your tech feels threatened by your dog, service will be skipped.

Holidays

Thanksgiving Week: Monument Pools will be closed the entire week of Thanksgiving. Your pool will not be serviced this week.
Christmas Week/New Years: Your pool will be cleaned either the week of Christmas OR the week of New Years, not both. Exact Schedule TBD.

Note: We intentionally do not charge our customers extra when there are 5 weeks in a month in order to provide fair pricing in the event that bad weather prevents services from being rendered or rendered in full and for our employees to enjoy time off with their families during the holidays. This occurs on the week of Thanksgiving and the week of Christmas OR New Years.

Rate increases

To keep up with cost of living increases and rising costs of chemicals, etc., there may be an increase on all service charges yearly. We will notify customers if there is going to be an increase.

Automatic Payment Customers

Your Card on file will be charged at the beginning of each month for that month’s service.
All authorized filter cleans/parts/repairs will automatically be billed to the card on file unless otherwise specified by the customer

Invoiced Customers

We bill in advance for services. Any product charges are added to the next month’s bill. Statements are sent on the 18th of each month and payment is due by the first of the next month and is late if not received by the 15th. After the 15th your payment is considered late and a $20.00 late fee will be added to your next month’s bill. There is also a $25.00 returned check fee.

Delinquent Accounts

At any time that a customer’s account becomes more than 30 days past due your service may be suspended without notice. Once suspended, you may be added back to the schedule once payment in full has been received, however, reinstatement will require the automatic credit card billing.
If not resolved, further action will be taken...small claims court is the next step. We love our customers, but we are a small family business trying to make a living. Just like you expect to be paid when you go to work, so do we.

Cancellation Policy

We always strive for exceptional customer service and satisfaction. If there is a problem with your service, please let us know so we can rectify the issue. In the rare circumstance that you would like to stop service, we require an email be sent to monumentpoolservice@yahoo.com with notice of wish to cancel service. For automatic billed customers, this email must be sent prior to the end of the month, because once the credit card is charged on 1st of the month, service will be completed for that month, and cancellation would be in effect for the following month.
If there is an unpaid balance, you are responsible for paying this. Please see above under “Delinquent Accounts”.
Monument Pool Service also reserves the right to cancel service. This is a very rare occurrence, but sometimes it is just best to part ways.

Thank you for being a valued customer of Monument Pool Service. We appreciate your business and strive to treat customers the way we would want to be treated!

Steve & Laura Matejka