Pool Service Request Confirmation

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 in full and clear condition is important for us to provide you the best service.

• STANDARD RUNNING LEVEL (Mid Skimmer): Applies positive pressure to the pools surface area enabling comprehensive and conclusive identification of any issues your pool may be experiencing. Having the pool at normal running level will also provide the appropriate conditions to perform initial tests on filtration systems when required.

• CLEAR WATER QUALITY: Clarity ensures our technicians are provided with the best conditions possible to see what they are doing and get the job done right the first time for you. Clear sanitary water also ensures the safety of the technician entering the water during the inspection process. (*NOTE: If your pool water is not clear, our scheduling staff can aid pool owners in creating an efficient plan of action to prepare the pool prior to service*.)

• OPEN (Cover off): Please remove all covers, including solar covers, prior to service. We understand in some cases a pool may have already been, or still is, winterized. Service may still be possible depending on your leak issue and the condition of the water. Pool cover removal & replacement by our technicians may be subject to an additional charges.

• SERVICE TIME: Inspection services are booked as flat rate services. Inspections usually take between 20-90 minutes to complete. In cases where the inspection requires more than 90 minutes, or multiple visits to complete, hourly charges may apply. (*Please Note: additional charges are rare, 99% of pools can be rectified in just 1-visit and do not require additional service time or occur additional fees.)

• MATERIALS (Vinyl Liner Pools): The service includes up to 12 individual patches applied or up to 1 unit of repair materials (about 12sq inches). Patches larger than 12sq inches are possible and are sometimes required to complete a service. Additional materials fee per unit in addition to the 1 included may apply.

• MATERIALS (Gunite, Cement, or Fiberglass 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 quantities surpassing 1 unit are required, additional materials fee may apply.

• NO- You do not have to be home at the time of service.

• Given that most swimming pools are located outdoors, most homeowners tend to feel at ease with allowing our service even when they are not present. Please do not feel obligated to miss work or something fun on account of your scheduled inspection.

• 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.

• The date of service and an estimated arrival window will be provided to you at the time of scheduling. Be assured, that our teams are always trying their best to remain on, or be ahead, of schedule to help save you water. However, due to the nature of the service provided, there is no way to accurately determine the duration of each inspection. Therefore, pinpointing an exact arrival time is not possible. During your arrival window. An automatic notification will let you know when your tech is in route and on the way to your pool.

After Completing the Online Booking Request, our scheduling specialist will reach out to you by phone or text message to discuss:

• Additional details about your service request and/or pool leak
• Scheduling options
• Customized cost estimate tailored to the style of your pool and the service distance
• No payment is due until after a service is scheduled & completed

Once a service is scheduled:

• A credit card authorization form will be sent to you at the time of scheduling.
• Please ensure the credit card authorization form is completed prior to service.
• If you are home, our technician can accept cash, check, or card payments on-site if you prefer
• If you will NOT be home for service, the card you have listed on file will be charged for payment after service is complete

After submitting the online Service Request form:

Our scheduling system will now have the ability to text chat with you about your service needs. The messenger is tied to the primary mobile number you have entered for the account.

IT IS A HUMAN on the other end. Our scheduling team will reach out ASAP to gather basic information from you via text messaging first. This is also the best way to notify the scheduling team the best time for you to receive a call is if would like to chat more prior to scheduling a service.

After you have messaged and/or spoken to scheduling and have set an appointment:

The following automated messages will appear in the same text thread keeping you updated about your service every step of the way:

At the time of scheduling:

1. A confirmation of your booking date.
2. A credit card authorization form. (No charges will occur until after service is complete.)

On the day of the appointment:

• Once the technician arrives at your residence, they will promptly proceed to the pool. Prior to arrival, please ensure any locked gates or pump equipment is accessible. Please leave the pool unlocked or pre-arrange hidden key locations & disclose entry codes.

1. An automated 'On My Way' message will que when the tech clicks for directions and is in route to your home.
2. An automated 'Finished Job' message When the inspection is complete.
3. If you are not home at the time of service, the technician will message, or call, to let you know what was found by the end of day.

• Post service, the pool owner should monitor the water level for 24 hours, on a clear day, to verify that the leak has been resolved. (See: "Measuring water loss" below for instruction.)

• If continued water loss exceeding natural evaporation is observed, please notify our staff using the messenger within 7 days of initial service to be considered the same visit.

• REMINDER: Bodies of water will never stay exactly where you marked them. 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 (like waterfall or infinity edge features) 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 the rate of water loss/24hours:

1. On the faceplate of the skimmer box, apply a piece of tape with the bottom edge resting right on the water level. (Duct tape, painters tape, electrical tape work best.)
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 in inches per 24hrs.

This result is extremely important and helpful in solving a pool leaks. These photos can be shared in the messenger if you need assistance reading your findings.

*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 assist in determining whether the leak is in the swim basin, or the piping.