Pristine Splash LLC

Frequently Asked Questions (FAQ)

What about paying late?
There is a late fee of $15/day for overdue invoices.  Call the office if you have an emergency prohibiting you from paying on time.  480-545-1910.

How do holidays affect the pool service?
Holidays push the service to the next possible day to allow the technicians to celebrate holidays as desired (For example; our technicians may chose to attend patriotic festivities in the morning of July 4th; then chose to service pools either later in the afternoon or to catch up the next day.)

What about vacations?
 Your monthly service is for 4 weeks of service per month, times 12 months, totaling 48 services a year.  We do not charge extra for months that have 5 weeks.  Since there are 4 weeks of the year you don’t pay for, we simply take those weeks off.  Therefore, there is no pool service on the following weeks. (1)Spring Break, (2)Fall Break, (3)Thanksgiving, and (4)Christmas.  We post the exact dates of vacation on the homepage of our website each year.  We double up on chemicals the previous week to ensure your pool will be fine during a vacation week.

How does the monthly fee work with months ending in partial weeks?
We don’t get that picky on the way the calendar works. If you get 5 weeks of service one month, we don’t mind. You’re paying for an average of 4 weeks of service per month times 12 months totaling 48 services per year. If you have concerns about that, please contact us.

If I'm a customer that pays a flat rate for service with 'chemicals included' what does that include/exclude?
Chlorine tablets and Muriatic Acid are the chemicals included in your custom price. Any powders or liquids that are for your filter are an additional charge. For example, we charge extra for phosphate reducer, clarifiers, enzymes, etc that go into the filter to solve problems where the filter is of insufficient size or is not working properly. Also, if you have a mechanical failure causing the pool to turn green and we need to use algae treatment to recover from the broken equipment, we charge extra for those treatments.

What if the technician overlooked a problem on the last service?
Please call us for all concerns or send in a note with your next payment. Our technicians are held to a high standard and are severely penalized for complaints and rewarded for customer accolades.

What about equipment failures?
We do the best we can to notice equipment failures as far in advance as possible and will fix them for an additional charge unless you specify otherwise. Our general policy is that for small parts that cost around $20-30, we just fix them and bill you because it cost that much for the office to contact you for permission. However, for larger items, we call first to give you both an estimate and our opinion on the best course of action before we perform the repair. Obviously, for emergencies, we try to contact you while we’re fixing the emergency or as soon thereafter as is possible. The general rule of thumb is: if we’re doing something to the water in the pool, it’s included in the service; if we’re fixing your equipment, it’s cost plus labor. When possible, we try to pass the wholesale cost savings of the parts on to you but sometimes prices change too quickly on us.

What's included with a monthly service fee?
Currently, we focus on keeping the pool equipment operating correctly as opposed to hiding problems by covering them up with manual cleaning and manipulation. We balance the chemicals in the water (using primarily chlorine and Muriatic Acid), check for leaks at the suction side Jandy valves / backwash valve / pump lid, empty the skimmer and pump baskets, check the level of the water, scrub the walls and steps, watch for broken cleaner heads / actuator valves or take apart the pool vac to diagnose malfunctions, netting the surface and vacuuming as needed. Repairing a pump, replacing o-rings, fixing leaks, removing/replacing cleaner heads, tearing down filters, etc are all repairs for which we charge extra. The normal service for a standard rate pool should take between 5 and 25 minutes. Any time we spend beyond that means we are losing money and the monthly rate for that pool is too low, the owner has not authorized the needed repairs, or there was recently a storm for which the pool equipment has not had enough time to clean the pool. Rates for the pool vary with the pool depending on foliage, filtration system, cleaning system, proximity to our home office, age of equipment, kindness of the owner, etc. Most play pools are about $80/mo + chems, diving pools are $85-90, and spas are an additional $5-10. Yes, size matters as well as complexity of the pool.

Do you work with pool manufacturer warranties or a home warranty programs for repairs?
Yes. Let us know how your warranty works and we’ll comply (some require the owner to take in the broken cleaner heads; whereas, others allow us to make the repair and send them a bill directly). Let us know what your deductible is for the home warranty program and we’ll modify our contract limit (ie – if you have a $60 service call deductible, it’s cheaper for us to just make repairs under that limit than to send it through your warranty.) Many of you have already contacted us regarding this.

What's billed in advance vs later?
We bill in advance for the monthly service and in arrears for repairs/chemicals. The monthly service for Feb is billed on Jan 10th and on that same bill may appear repairs or special charges for chemical treatments that occurred in December or a prior month. Some folks who came from another company were paying a combined fee for service + chemicals which we've honored to date. However, we don't prefer this method as we lose money all summer and the customer loses money all winter - so, it seems awkward. We've been considering standardizing everyone on the same plan. Stay tuned.

The children keep messing with the pool vac and it’s in the way of their diving...what to do?
Turn off the pump. Find where the hose attaches to the wall or skimmer. Then, while leaving the vacuum hose still attached, pull the excess hose out of the pool and onto the deck until the vacuum head is dangling in the pool under at least 2 feet of water. Make sure the vacuum is not on the surface and there is no air in the vacuum or in the hose. After the children finish playing in the pool, push the hose back into the pool and turn the pump on. This will allow the vacuum and hose to be out of the swimming area without getting it full of air for the pump to lose prime. For further info, ask our technician to demonstrate the next time you see us.

What if I want to save postage with my payment?
Feel free to put the check in an envelope inside the pool timer box as long as it has a well functioning latch. Our technicians are authorized to pick up checks and return them to the office at the end of the day. Just be sure it's secured from any wind.