See below for details on how each of our guarantees work. We use the 100% satisfaction guarantee badge on the items where a full refund is offered.
If you find you are not satisfied with a pool cleaning just let us know promptly and we'll re-clean it for free. Please be sure to tell us the day you had your cleaning or right away the next day - within 36 hours. This will help us identify potential causes and correct this for the future.
Note: If you are on a Partial Service Plan then vacuuming, netting, or any other cleaning of the floor of the pool is not included in the plan. You can upgrade to our Full Service Plan for just a little more per month and get these items performed every week.
This Guarantee means we will re-clean your swimming pool free of charge and ensure all the appropriate items on your Pool Maintenance Report have been performed to your satisfaction if notified within 36 hours.
This Guarantee further means we will issue a full refund on the pool cleaning service visit in question if you reported it within the first 36 hours and we were unable to re-clean the swimming pool to your satisfaction.
Pool Maintenance Reports are an important record of the work performed at your swimming pool. If you ever find that a Pool Maintenance Report is not filled out at a scheduled cleaning visit please let us know right away. We will dispatch someone from the office to verify your Report promptly and issue a full refund for service visits that are not documented.
We will need to view an incomplete Pool Maintenance Report to issue more than one credit for undocumented service visits. If your card has gone missing we will refund the last service visit that is not documented.
Note: We need cooperation in keeping the Pool Maintenance Report in the pool equipment timer or control system box. These boxes are waterproof and should snap shut to prevent the weather from damaging the Report. If you prefer to have the report kept somewhere else please let us know.
We provide our Pool Maintenance Report sheet. This Guarantee means if you find that a Pool Maintenance Report is not filled out then we will issue a full refund for each service visit that is not documented on the report.
Customers on either our full or partial pool cleaning service programs can expect we will correct any normal water balancing issues at no additional charge provided the swimming pool and equipment have been kept in proper working order and service has not been interrupted.
Chemicals and chemical levels covered in this water balance guarantee include: chlorine, elimination of chloramines, pH (potential hydrogen), TA (Total Alkalinity), and Salt if your pool has a working salt generator.
Startup chemicals such as Cyanuric Acid (also known as Stabilizer or Conditioner) and Calcium are necessary to convert tap water to water that can be balanced and maintain chlorine in a swimming pool.
These chemicals are subject to "creeping up" over the years as very small amounts of them are added along with regular chlorine use. If these start-up chemicals creep up out of range your pool may require a full or partial water change since these chemicals cannot typically be lowered in a reliable manner without a water change.
If your pool water encounters this situation we can give you a quote for the full or partial water change. If the water change is performed by a customer or another swimming pool service company and startup chemicals are not added then CKPOOLS will quote the cost of adding the startup chemicals necessary that are not included in our regular "Full" or "Partial" pool cleaning service programs.
A full or partial water change is also often needed every 3-6 years for impurities in the tap water that will creep up over time. These impurities are an additional item (separate from Cyanuric Acid and Calcium) often referred to with the catch-all term "Total Dissolved Solids" or "TDS".
This Guarantee means we will correct any chemical issues free of charge provided they do not fall into one of the exceptions mentioned above.
Customers on either our full or partial pool cleaning service programs can also expect we will correct any yellow, mustard, or green algae issues at no additional charge provided the swimming pool and equipment have been kept in proper working order and are running the appropriate amount of time each day, there is not landscaping in the water, and service has not been interrupted. It is important that customers keep their pool water level at a proper level for their pool equipment to be operational and that each pump is operated on an appropriate amount of hours on a daily basis.
Black algae is also guaranteed not to occur under normal circumstances. Exceptions to our Algae Free Guarantee for black algae include: worn plaster or other surfaces with pitting, certain natural stone waterfalls that do not have enough daily circulation or water flow to prevent growth, lack of sufficient daily circulation and filtration, and pools with broken sanitation systems including in-line chlorinators or salt generating systems that are not functioning properly.
It is helpful to keep in mind that outdoor swimming pools are open systems and as such, are subject to whatever is blowing around in the air or the yard. Algae spores just like germs are constantly being introduced to swimming pools and killed. There are some strands of algae here in Texas that are chlorine resistant to more then 20 ppm. If one of those strands is introduced it can take hold and bloom even in a perfectly balanced and cleaned pool depending on the circumstances. While no swimming pool service company can guarantee this will never happen, what we can do is guarantee to resolve it for ongoing pool service customers free of charge.
This Guarantee means we will correct any algae issues free of charge provided they do not fall into one of the exceptions mentioned above.