NTx Policies

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Scheduling

Your pool should be serviced on the same day each week, depending on route optimization, weather, and technician availability. Holidays, vehicle servicing issues, heavily soiled pools, sickness, and extreme weather can change our schedules. 

Access (Lockouts/Dogs/Infestations/Landscape)

If a customer's gates are locked, and we don’t have a key or the code, the pool will not be serviced, nor will it be credited. Suppose there are stinging or dangerous insects, animals, infestations, or bothersome landscape that endangers our technician or impedes the technician from performing a complete service. In that case, this is considered an access lockout, and it will not be credited. If dogs are not restrained and are in the backyard, for our technician’s safety, they will not enter the yard to clean, and the pool will not be serviced, nor will it be credited. 

The technician will attempt to contact the customer by phone, text, or email and stay at your home for up to 5 minutes, before leaving and going to their next stop. Customers with stinging insects, infestations, or impeding landscapes that prohibit us from cleaning should correct the problem before the next service. Customers can help us by letting us know as soon as possible in advance if our pool technicians cannot access the pool on their scheduled day.  If the customer requests NTx Pools to return on another day in the same week to re-attempt to clean, a return fee of $25 may apply. A rescheduled day in the same week is not guaranteed.

Locks

We understand that some homeowners feel that they need to keep their gates locked. We prefer combination locks or for the gate to be unlocked for us. Sometimes the keys can be tough to coordinate for repair visits and we may ask for your help in assisting us with scheduled service visits. If we arrive for service but are unable to access the yard due to a locked gate or aggressive pets, we reserve the right to charge for a trip fee to cover labor costs. We understand that accidents happen and may waive charges on rescheduled visits for one-time issues.

Covers

We are unable to remove or reapply pool covers on a customer's pool. We will remove hard covers off of small spas. In the event that a pool cover is on for our service stop, we will still do a chemical and basket check.

Verbal Abuse/Harrassment

Although extremely rare, we do not allow any type of verbal abuse or harassment to our team. They are instructed to cease contact if any occurs. We understand the frustrations associated with unmet expectations or expensive repairs and make every attempt to take great care of our customers. However, mutual respect is the only successful path to a resolution. 

Pets

It is your responsibility to contain and restrain your pets. We will do our best to keep the gate closed at all times. Still, we cannot be responsible for pets that get out while we are servicing your pool & in addition, you accept responsibility for any injuries to our technicians inflicted by your pets. 

Holidays, Training, Personal Time, Including Unexpected Events

We allow one week a year for training, then offer our pool technicians two weeks a year for vacation. These days can be taken unexpectedly for sickness or emergencies and of course, can affect pool cleaning days. These time off weeks do not run continuously. Please understand we only charge for 48 weeks a year with a monthly rate, which leaves four weeks for training, vacation, personal time and holidays. We observe the following holidays: New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, and Christmas Day. We do not have make-up days or credits for these missed cleaning days. However, we will work with you to reschedule you on a different day that week, if requested in advance, when the schedule allows.

Maintenance and Repairs

Small Repairs and Annual Equipment Maintenance Program

From time to time, things will need attention at your pool. If you want our team to take care of them for you, we need to know how we should respond. We would like you to consider authorizing issues up to $150.00.  This program is designed to keep your pool running healthy, save you money and avoid something small getting worse over time. Our labor fee for repairs is $139.71 an hour.  For small repairs, since the service technician is already there, we charge $67.06 an hour.  Examples of small repairs are pool cleaning vacuum bags, pool cleaning vacuum tires, and wheels, filter screens, skimmer or pump baskets, and quick pool equipment fixes such as replacing o-rings, pressure gauge, a valve handle, basic repair items that we carry with us and can take care of when we first notice the issue.  Annual equipment maintenance includes semiannual filter cleanings, quarterly salt cell generator cleanings, PoolRx, and CuLator treatments.  If you are a self-cleaner on your filter and salt cell generator, we will notify you via email when cleaning is required.  If you answer yes, we will contact you for anything above this amount; otherwise, we will contact you for approval before making any repairs or replacements. 

Equipment Issues

If your service technician notices a problem with your pool equipment, he will enter it into our pool management software, and we will notify you of the issue that week and provide an estimate if you want to repair the issue. If you see something wrong, please get in touch with us immediately to authorize a service call. We have a full staff of trained service repair professionals to diagnose and repair your pool equipment. We charge a $180.00 diagnostic service fee for someone to diagnose a more complex problem and provide an estimate. This fee is reduced with a $40.00 credit if you decide to do the work with us within two weeks from the time of the estimate.

Filter cleaning is not included in your monthly service fee and will only be cleaned every 4 to 6 months unless extra service is required. If a filter cleaning is needed, we will report it to you first for approval. Our filter cleaning rate for DE and cartridge filters are $140.00 per cleaning.   

Service

Water Level

It is the customer's responsibility to maintain the proper water level. The recommended water level is in the middle of the tile. We do not accept responsibility for equipment damages or other issues arising from low water in the pool. Our technicians are not allowed to fill your pool with water. We can provide you with an auto filler to place in your pool.  If interested; please let your service tech know or email service@NTxPools.net

Storm Cleanup / Extra Visits

With storms, one service a week, might not be enough to get everything cleared up. High swim usage and vacation rentals or in the case of a lot of debris from the storm may require two service that week. One time additional cleanings can be added as well.  Please email service@NTxPools.net for availability and pricing.

Bad Weather

In the event of heavy rain, thunder, lightning, or icy weather conditions, we will perform chemical treatment, skimmer and basket debris removal, and equipment checking only. Safety is our highest priority; on thunder and lightning days, our pool service technicians will not use their poles. We offer no makeup days for bad weather days. 

Freezing Weather

In the event of freezing weather, water circulation must be maintained continuously through the equipment to prevent freeze damage. It is critical during freezing weather to make sure your freeze sensor is on that your pool pump is running 24 hours a day, and you have the proper water level.

Freezing Temperature Service  

When the temperature is below freezing, certain safety hazards are presented. Limited services may be performed depending on multiple factors.

Suppose roads are clear, driving is safe, and the temperature is hovering above the freezing mark. In that case, we will inspect your equipment, verify your freeze sensor/guard is working, turn off and disconnect auto fillers, empty all baskets, and check and balance your chemicals.

If roads are hazardous, and temperatures are below freezing, we will not send our technicians out, as there is too much of a potential risk of injury, not just on the roads but also on an icy deck or patio. This is likely a temporary service disruption, and we will attempt to reschedule as the schedule and our capacity allow.

Salt Chlorinators

We understand and appreciate the benefits of saltwater chlorination; however, salt is still a corrosive mineral, and we cannot accept any responsibility for any damage, staining, corrosion, or deterioration of your pool surfaces or equipment that result from the use of salt in the pool.

Heavy Leaf Fall

During certain times of the year, due to leaf fall, our customers should empty skimmer baskets and pump baskets in between our visits. This will help to ensure your equipment is working properly and is not damaged due to a lack of water flow.  We recommend two days after the last service, two days before your next service.  We estimate a maximum of 45 minutes of pool cleaning for a full-service pool, which is included in your service fee. If your pool has heavy leaf fall for an extended period, there will be an additional charge of $60.00 an hour (billed in 1/4-hour increments) for the additional work to remove the extra leaves past the allotted time.

Extra Cleaning

Suppose a pool requires extra cleaning due to vandalism, poor drainage, or other human factors. In that case, there will be an additional charge of $60.00 an hour (billed in 1/4-hour increments) for the additional work necessary. 

If you want two cleanings in the same week, please let us know as soon as possible, as there is an additional charge. 

Calcium Removal

Our pool cleaning service does not include calcium removal. Talk to us about a treatment plan for your calcium removal.

Chemical Delivery

If you want to have your chemicals on hand, as well as pool supplies, we can deliver them for you. 

Chemicals Included with your service

Standard chemicals include cyanuric acid (conditioner), muriatic acid (to reduce high alkalinity or lower the pH), chlorine (shock and tabs), DE powder, sodium bicarbonate, and sodium carbonate.

Other Chemicals that are not included with your service. 

Chemicals not included are algaecides, borates, bromine, calcium hardness increasers, clarifier, enzymes, metal removers, phosphate removers, sodium bromide, stabilizer, stains removers, micro-floc, PoolRx, salt, water clarifiers, scale preventatives, or others not listed above will be billed as required.

Late Fees

A $25.00 late fee may be assessed for any invoices more than one day late and is at the discretion of NTx Pools. Suspended service may occur for invoices more than ten days late and will remain suspended until the account becomes current.

Cancellation of Service

Customers who prepay and cancel service without notice after the 1st of that month will not receive a refund for the remainder.