Customer Agreement
Thank you for choosing Windermere Pool Services! We are excited to have the opportunity to be your preferred provider for pool cleaning, maintenance, and repairs. We are committed to ensuring that your pool remains in pristine condition for your swimming enjoyment. Please take a moment to review some of our policies below.
Your Monthly Service Includes:
Parts Replacement
- In the event your pool needs a small maintenance part (think o-rings, baskets, pressure gauge), we will have your cleaning technician replace it during their cleaning visit and notify you on your service ticket. We do this to keep your system running efficiently and to avoid leaving pools worse off where possible.
- The charge for any parts replaced will be added to your next months’ bill, and these parts will never exceed $50 plus tax. Should you need parts that exceed that amount we will reach out for your approval.
- Should you want to opt out of this part of your service at any time, please let us know and we will mark your account accordingly.
Holiday Closures
Please note that we are closed for the following holidays
- New Years Day
- Christmas
- Thanksgiving
- Labor day
- Independence day
- Memorial day
You will be given advance notice through your email statements and door hangers of holiday closures. Your pool will be serviced during every holiday week except Christmas week when we are closed (receiving pool service 51 weeks out of the year).
Adjustments in Cleaning Schedule
- While we have a very good track record of providing consistency in our cleaning schedule, sometimes we miss your regular day due to circumstances outside of our control; employee absence, storms, truck breakdowns, etc. When this happens we will get to you the following day.
- Should there be a week where you need your pool service day altered, please give the office advance notice so we can try our best to accommodate your request
- In the event that your tech is locked out from servicing your pool or there are animals in the backyard at the time of service, a door hanger will be left on your front door asking you to reach out to the office to reschedule, we will try our best to accommodate another visit.
Adding water to the pool
- Adding water to the pool as needed is the only aspect of the pool we ask the customer to maintain. Should this not be an option for you for whatever reason please let the office know and we can offer alternative options for adding water. The cleaning tech will never remove water from the pool.
Preparing your Pool in Advance
- Please do not wait until there is an emergency, such as a hurricane or tropical storm, to learn what to do with your equipment in the event of one. Every pool owner should know how to:
- Drain water from their pool See Video Tutorial
- Turn their pool off at the breaker See Video Tutorial
- If you do not know how to do these things please review our online material linked above or reach out to the office and we will be happy to schedule a Pool School, With a Pool School a repair tech comes out and shows you how to do these tasks and answers any questions you have about your pool equipment.
Heaters
- It is our recommendation that you turn your heater on at least once a month (every three months at the longest) to prevent animals nesting in them and to ensure that the heater is working when you actually want to use it! Please do not wait until the day of a party to turn your heater on for the first time, only to find out it is not working and needs repair. We also recommend having a Heater Tune Up done annually (we send out emails for this in the fall so keep an eye out should this be a service that interests you).
- If you’d like us to do this service every year, let us know below.
Our Policy on Late Fees & Due Dates for Services
- Payment for pool service is due by the end of the month of service should you opt for email statements each month. Example: Payment for January pool service is due by January 31st, Payment for February pool service is due by February 28th, etc.
- While we do bill in advance by sending you a statement the first week of the month, we do not require payment in advance. As long as payment is received by the end of the month that is perfectly fine. After the grace period of 7 days from your due date, a $10 late fee will be applied to your account EACH MONTH that service remains unpaid.
- Any pool for which service is not paid within 30 days of the due date will have cleaning service suspended and it will not be restarted without a credit card being held on file for automatic monthly billing (IN ADVANCE).
- Customers with a credit card on file will typically be charged on the 5th of every month that we are servicing with a receipt sent to the email address on file.
- Payment for repairs is due upon completion of the repair. If you have a credit card on file with us for your monthly billing, we will default to using that card and our repair techs will confirm that this is the desired payment method before proceeding. Should you prefer a different card to be used or do not have a card on file with us, our office staff will reach out to get that information from you during the repair process.
If there are any aspects of the service that do not meet your expectations at any point or that need improvement, please do hesitate to reach out and we will be sure to address any concerns for you.
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