Policies & Procedures
We respect and are committed to protecting your privacy. We will not sell your personally identifiable information or email address to anyone. Data collected will be used to process your payment and further business with our company only.
Your payment and personal information is always safe. Our Secure Sockets Layer (SSL) software is the industry standard and among the best software available today for secure commerce transactions. It encrypts all of your personal information, including credit card number, name, and address, so that it cannot be read over the internet.
Due to EPA guidelines, we cannot accept a return on chlorine or acid. A receipt is required for a refund to be issued to the credit card used for the original purchase. For recurring payment clients, refunds for unused pre-paid pool service is handled by owner directly and can be issued to the credit card on file. Refunds for unused pre-paid pool services not originally purchased with a credit card will be issued via corporate check.
All service calls from our repair techs scheduled during normal operating hours will include a minimum $85 service call fee. This fee will be rolled into the labor charge for any work order. Service calls performed after hours or on weekends and holidays will be subject to a minimum fee of $175. This fee will be rolled into the labor charge for the emergency repair. Emergency gas repairs will be charged in the amount of $225.
We will not risk the safety of our team during storms that include lightning, heavy rains, and high winds. For that reason, we expect our maintenance techs to chemically balance their pools under allowable conditions, but we will not allow them to use their metal pole to net, brush or vacuum a pool with lightning in the area. We will not refund or reschedule service for these circumstances as long as the pool was chemically treated. In addition, we do not allow our repair techs perform any electrical work or plumbing in the rain. Repair and equipment work orders will however be rescheduled accordingly. This policy is left up to the professional discretion of our techs.
We expect our techs to clean and chemically test and treat your pool from the the waterline tile where the bottom of your deck coping meets the top of the tile down to the main drain. This includes, testing the water upon arrival, addition of any chemicals necessary to balance the pool, brushing the waterline tile to keep it free of algae, brushing the walls, brushing OR vacuuming the floor of the pool, and skimming the surface. Our tech will empty your skimmer basket weekly and clean your filter and pump basket out at the equipment monthly. The tech is also expected to add or discharge water as needed during his/her visit. A report of services provided and any notes to you will be left on the “blue slip” in a prominent spot for communication to you. You may be asked to add additional water to the pool, wait to swim for a specified amount of time, or call the office regarding an issue. Possible leaks and or equipment issues will be monitored by the tech and turned into the office at the end of their shift to be handled properly. Specialty treatments such as phosphate treatments, stain treatments and black algae treatments or problem pools and clean-ups will be quoted and handled individually outside of the regular weekly service.
Pools that are overly dirty as a result of screen/cage damage, deck/paver painting, resanding, & sealing, pressure washing, dead animals, animal or human waste, or any unusual circumstance outside the scope of the normal weekly clean, will require a scheduled service call. Work order quotes/costs will apply. TIP: When shopping for and scheduling a pressure wash service, ask if they include cleaning up the mess they send into the pool as part of their quote. Good companies will include that and we have some great contractors we could recommend.
We offer free estimates for pool service, repairs and pool equipment. These estimates will be quoted and saved in our POS system and emailed to clients free of charge.
WORK ORDER DOWNPAYMENT:
Any work order totaling $1000 or more requires half down to schedule. The balance is due upon completion of the job. Payment can be made using a credit or debit card with our office, or by check payable to Ocean Blue. Cash may only be accepted in the office or by the owner(s) directly. Checks are accepted in the field, by mail or in our office/storefront located at 14636 E State Rd 70, Lakewood Ranch, FL 34202.
REGULAR SERVICE PAYMENT OPTIONS:
Invoices for pool service are generated monthly on the 1st of each month. These invoices are for the current month of service and are due by the last date of the corresponding month if paying via check or online banking.
For those who prefer auto-draft, your credit card will be automatically charged on the 1st of the month when the invoice is generated. Credit card numbers are not physically stored at the office, but are stored electronically within a secure vault. We will not utilize your credit card on file for anything other than regular monthly service without specific authorization for each approved work order. To set up auto-draft, we must obtain a signed credit card authorization form listing your card number. If you card number changes, we require a new signed form. This policy is for your protection and ours.
Although we do have existing customers who remain on an annual payment plan, we no longer offer an annual or quarterly payment option to new customers. This is because our billing system does not have a streamlined method for generating invoices on an annual basis.
Our customers are our best advertisement. So we offer a free month of service to any pool service customer who refers a friend or neighbor within our service area. Once that referral account has signed up and paid for their first month of service, a credit for one month of service will be added to your account as a thank you – and there is no limit to this option! Be sure to communicate with our office if your friends sign up so we can properly thank you!
We hope this page helps communicate our expectations for providing excellent service to you, our valued customer while running a responsible, honest, and fair business. If there is ever an issue, a failure or mistake made by one of our team members or ourselves personally, we ask that you reach out to us directly so we can work together to make it right. Our mission is to work as a team to be your Partner in Pool Care and to continue keep our customers for many years to come!
~Mark & Erica