QUESTIONS YOU MAY BE ASKED:

Is the pool?

• Open and running
• Clear or green
• What is the rate of loss in inches per 24 hours
• How long have you been experiencing the leak
• Is the pool at normal running level
• If not at running level, how far down is it from the bottom of the skimmer mouth

Having the pool full and clear is important for us to provide you the best service

• STANDARD RUNNING LEVEL: Having the pool topped off to normal running level applies positive pressure to the leak. This helps us to identify all potential leak areas and provide conclusive results
• CLEAR: Ensuring both clarity and sanitation ensures the technician can safely enter the water during service
• OPEN: To facilitate our services, pools are required to be in open, clear, and filtering condition. *If your pool is covered full or partial service may still be possible. Cover removal and replacement services may be subject to additional charges

• SERVICE TIME: Inspection usually takes between 20-90 minutes. In cases where the inspection takes longer than 90 minutes, hourly charges may apply. However, it is important to note that 99% of pools can be rectified in just one visit and do not require additional service time
• MATERIALS- LINER POOLS: The service includes 1 unit of repair materials for liner pools. This is equivalent to about 12 patches or 12 square inches. If larger patches are needed, an additional materials fee may apply
• MATERIALS- GUNITE or CEMENT POOLS: This service includes 1 unit of epoxy repair material for cement or Gunite pools. This is the equivalent to about 12 inches of epoxy work. If larger patches are needed, an additional materials fee may apply

• No, you are not obligated to be at home during the service: Our schedule operates on a tight timeline, and there is no way to accurately determine the duration of each inspection Consequently, it is not possible to give you an exact arrival time for your pool. However, we will provide you with an estimated 4hr arrival window on the scheduled date of service
• Given that most swimming pools are situated outdoors, homeowners tend to feel at ease with allowing our service even when they are not present. Feel free to continue with your daily activities without worrying about waiting for our team
• Throughout the entire process, you will receive automated text message updates regarding the progress of your service

After Completing the Service Request, our scheduling specialist will reach out to you to collect:

• Additional details about your request/leak
• Discuss scheduling
• Provide you with a customized cost estimate tailored to the style of your pool and the service distance
• At this time a credit card authorization form will be sent to you
• Please ensure the card authorization link is completed prior to service

Payment is due upon receipt of service:

• A credit card authorization form will be sent to you at the time of scheduling please ensure the credit card authorization form is filled completed prior to service
• If you are home, our technician will be able to accept cash, check, or card payments on-site
• In the event that you will not be present for service, the card you have listed on file will be charged for payment

After submitting the online Service Request form:

Our scheduling system will now have the ability to text chat with you about your service. This messenger is tied to the primary cell phone number you have entered for the account. The scheduling team messaging you is a human and not a computer program.

After submitting the online submission form (and after our staff has contacted you to approve scheduling & fees for service)

The following automated messages will keep you updated about your service every step of the way:

• Summary of information about your booking
• When the tech is in route to your home an 'On My Way' message will queue
• A 'Finished Job' message will queue when the tech has completed the service 

Once the technician arrives at your residence he or she will promptly proceed to the pool

Prior to their arrival, please ensure that the gates accessible or that any necessary arrangements regarding entry codes or keys have already been discussed

Post inspection when the inspection has been completed, the technician will attempt to locate you at the property and/or communicate with you via text or call to provide a summary of their findings

After a service is complete, the homeowner should monitor the water level for 24 hours on a clear day to verify that the leak has been resolved.

Any continued water loss can greater than natural evaporation rates should be reported to the scheduling team using the text messenger within 7 days of service to be considered the same repair.

EVAPORATION: Natural water loss from evaporation averages between 1/8″- 1/4″ per day in a standard pool. (If there is no rain this can add up to almost 2″ of evaporation in a week!)

Pools with high wind exposure, full sun exposure, heaters, and excessive water movement (from features like waterfalls) will experience even higher rates of natural water loss due to natural evaporation.

**Please take this into account when monitoring water loss post service.** 

To Measure your Rate of Water Loss per 24hours:

1. Apply a piece of tape to the faceplate of your skimmer box with the bottom edge resting right on the water level.
2. Take a picture of the tape mark when it is applied.
3. Wait 24 hours with no rain
4. Then take another picture
5. Comparing these 2 pictures will show the rate of water loss (if any) in inches per 24hrs

This result is extremely important and helpful in solving a pool leaks.

*Note: During the swim season, or when pool is open and running, it is best practice to run this test 2x.

• First with the pool filtering
• Then again when the pool is off and not filtering.

Running this test with the pool filtering vs. not filtering, for 24hrs each with no rain, will provide further information about loss rates. This will assist in determining whether the leak is in the swim basin or the piping.