CRYSTAL WATER POOL SERVICES
A Subsidiary of Johnson Seasonal Services
POOL SERVICE READINESS, SITE ACCESS & SCHEDULED SERVICE POLICY
PURPOSE
This policy applies to all scheduled services provided by Crystal Water Pool Services, including but not limited to:
• Routine Weekly Pool Cleaning
• Bi-Weekly Pool Cleaning
• Pool Openings
• Pool Closings & Winterization
• Green-to-Clean Restoration Services
• One-Time Pool Cleaning & Consultation Services
• Pool Repairs & Maintenance
• Equipment Installation & Replacement
• Leak Detection & Diagnostics
• Pool Liner Replacements
• Pool School & Educational Services
• Any other scheduled onsite service
Its purpose is to ensure that scheduled appointments can be completed safely, efficiently, and as scheduled while minimizing unnecessary travel, delays, and additional costs.
CUSTOMER RESPONSIBILITIES
To allow our technicians to perform the scheduled service, customers are responsible for ensuring that the pool and property are service-ready prior to our arrival.
Unless otherwise agreed in writing, the following conditions must be met at the time of service.
Adequate Water Level
The pool water must be maintained at a level that allows the circulation system to operate safely. Water levels that are too low may prevent filtration, vacuuming, circulation, equipment startup, or other maintenance procedures.
Operational Circulation System
The pump, filter, and circulation equipment must be operational unless Crystal Water Pool Services has been specifically scheduled to diagnose or repair the equipment.
Required Pool Components
All customer-owned components required to perform the scheduled service must be present and readily accessible before our arrival.
Examples include, but are not limited to:
• Filter cartridges
• Pump baskets
• Skimmer baskets
• Pump lids
• Winterizing plugs/Gizzmo's
• Drain plugs
• Return fittings
• Ladders
• Handrails
• Pool cover
• Safety cover hardware
• Other customer-owned pool equipment necessary to perform the scheduled work
If required components are unavailable, service may be delayed, converted to a consultation, or considered an unserviceable appointment.
Accessible Equipment
All pumps, filters, valves, heaters, chlorinators, salt systems, automation controls, timers, electrical disconnects, and other equipment necessary to perform the scheduled work must be safely accessible.
Safe Working Conditions
The pool area must provide a safe working environment.
Service may be postponed if unsafe conditions exist, including but not limited to:
• Electrical hazards
• Aggressive animals
• Unsafe walking surfaces
• Severe weather
• Construction hazards
• Any other condition presenting an unreasonable safety risk
No Swimmers During Service
Pools must remain free of swimmers while service is being performed.
Swimming lessons, water aerobics, parties, or any activity preventing safe service may result in the appointment being considered unserviceable.
Pool Accessibility
Customers are responsible for ensuring that:
• Gates are unlocked.
• Access paths are clear.
• Pets are secured.
• Equipment areas remain unobstructed.
Customer-Supplied Chemicals
If the customer supplies chlorine, salt, stabilizer, or other chemicals, adequate supplies should be available to maintain the pool between scheduled visits.
Between-Visit Care (Bi-Weekly Customers)
Customers receiving bi-weekly service are responsible for maintaining their pool between visits.
This includes, when necessary:
• Monitoring water chemistry
• Maintaining proper water level
• Emptying baskets
• Removing excessive debris
• Monitoring equipment operation
• Notifying Crystal Water Pool Services if conditions significantly deteriorate
Failure to perform reasonable between-visit care may require:
• Additional cleaning visits
• Additional chemicals
• Green-to-Clean Restoration
• A recommendation to return to weekly service
ADVANCE NOTICE OF SERVICE CONFLICTS
If the pool will not be available for service due to vacations, parties, swimming events, construction, maintenance, or any other reason, customers should notify Crystal Water Pool Services at least twenty-four (24) hours prior to the scheduled appointment whenever possible.
Providing advance notice helps us adjust technician routes and avoid unnecessary travel.
UNSERVICEABLE APPOINTMENTS
If our technician arrives for a scheduled appointment and is unable to perform the scheduled work due to conditions beyond Crystal Water Pool Services' control or because the site was not properly prepared, the appointment may be considered unserviceable.
Examples include, but are not limited to:
• Water level too low
• Inoperable circulation system
• Missing filter cartridges
• Missing plugs
• Missing required equipment
• Missing cover
• Closed or locked access
• Swimmers occupying the pool
• Scheduled activities preventing service
• Unsafe working conditions
• Utilities unavailable
• Equipment inaccessible
• Excessive algae or contamination beyond the scope of the scheduled service
• Customer preparation not completed
• Any other condition preventing safe or effective completion of the scheduled work
CONSULTATION CONVERSION
If the scheduled work cannot reasonably be completed, Crystal Water Pool Services may, at the technician's discretion, convert the appointment into a consultation.
Consultation time may include:
• Pool evaluation
• Equipment inspection
• Diagnostics
• Water testing
• Customer education
• Photographs
• Repair recommendations
• Service planning
• Written or verbal estimates
• Recommendations for future work
UNSERVICEABLE APPOINTMENT CHARGE
If a technician arrives for a scheduled appointment and cannot perform the scheduled work because the site was not properly prepared or conditions beyond Crystal Water Pool Services' control prevent completion of the service, a $250 Unserviceable Appointment Charge will apply.
This charge helps offset:
• Technician labor
• Travel time
• Fuel
• Vehicle expenses
• Scheduling costs
• Reserved appointment time that could not be reassigned
If consultation services are provided during the visit, the consultation is included within this charge.
Crystal Water Pool Services reserves the right to waive this charge at its sole discretion.
RESCHEDULING
If service cannot be completed due to an unserviceable appointment, Crystal Water Pool Services cannot guarantee immediate rescheduling.
Future appointments will be scheduled based upon technician availability, seasonal demand, route efficiency, and scheduling priorities.
SERVICE RECOMMENDATIONS
If recurring issues prevent successful maintenance or operation of the pool, Crystal Water Pool Services may recommend:
• Returning to weekly service
• Additional one-time cleaning visits
• Green-to-Clean Restoration
• Equipment repairs
• Installation of an automatic water filler
• Equipment upgrades
• Other improvements necessary to maintain a clean, safe, and serviceable pool
QUESTIONS BEFORE YOUR APPOINTMENT?
If you are unsure whether your pool is ready for the scheduled service, please contact us before your appointment. We're happy to answer questions ahead of time and help avoid unnecessary delays or additional charges.
CUSTOMER ACCEPTANCE
By requesting service, approving a quote, scheduling an appointment, remaining on a recurring service schedule, permitting Crystal Water Pool Services to travel to the property, or allowing service to be performed, the customer acknowledges that they have read, understood, and agree to the terms of this Pool Service Readiness, Site Access & Scheduled Service Policy.