1. Initial Cleaning and Water Chemistry Balancing: If not enrolled in TriCity Pool's Green2Clean service, it is the homeowner’s responsibility to have their pool cleaned and its water chemistry balanced prior to the first maintenance service. Failure to do so will result in the maintenance start date being postponed.
2. Equipment Issues: If pool equipment is broken, inadequately sized, or beyond its natural life TriCity Pool has the right to mandate repairs or replacements in order for a maintenance program to start or continue.
3. Additional Visits: There may be occasions where additional service is required outside of a customer’s maintenance program, and not a result of negligence on the part of TriCity Pool. These instances include but are not limited to getting a pool swimmable after opening, issues resulting from customers not following instructions, not reporting an issue in a timely manner to staff, etc. These additional visits are not included in the maintenance program and will result in additional charges.
4. Accessible and Functional: If a pool cannot be serviced due to accessibility (ex-locked gates) or functionality (ex- no power at the pump) the service will be completed to the best of the technician’s ability. A return visit can be requested for an additional cost but is contingent on TriCity Pool's availability.
5. Skipping Services: Customers may request a service be skipped any week for any reason, but no refund will be issued.
6. Program Frequency Less than Weekly: Customers requesting less than weekly service (alternating weeks, monthly, etc.) must have an automatic sanitizing system. This includes Salt, UV Light, and O-Zone systems.
7. Route Optimization: As additional maintenance programs begin or when program contract dates have expired, routes may need to be updated to ensure efficiency. Customer requests for dates and times will be considered but cannot be
guaranteed
8. Landscaping: Overgrowth around pool or filter system may require technicians to trim back vegetation.
9. Supply Chain Issues: TriCity Pools utilizes a vast network of vendors and distributors. Unfortunately, due to the elevated demand for pool supplies nationally during the summer, some items may no longer be available or are temporarily out of stock.
10. Beyond the Scope of Reasonable Service: Maintenance programs are priced to reflect 1 hour of labor per visit. Accounts that exceed this labor cost may be subject to additional service fees.
11. Water Level Adjustments: Due to liability issues, TriCity Pools will not raise or lower the water level of a pool. The water level must be at least halfway up the skimmer window for proper maintenance. Or, raised to the top of the skimmer window for a "Vac to Waste" service. Failure to do so will negatively impact TriCity Pool's ability to properly maintain the pool and may result in additional charges
13. Inclement Weather: In cases of extreme weather which may including but are not limited to heavy rain, lightning, excessive heat etc.; maintenance service will be modified to chemical treatments only. No refunds will be issued and no rescheduling will be permitted for weather related issues preventing service.
14. Holidays: Customer's who have a service date that falls on a holiday will have their service completed on an alternative day
15. Payments: All maintenance accounts must be either prepaid or set up with automatic payments. Monthly maintenance billing is processed between the last service of the month and the 1st of the upcoming month.
a. Returned payments will result in a $25 fee. Service will only resume once full payment is made. Customers are responsible for the cost of any pool related issues caused by this disruption in service.
b. Customers paying with a debit or credit card will charged a 3.5% processing fee. ACH payments utilizing a customer's checking account number and bank's routing number will not be subject to any processing fees.
c. On occasion critical items will need to be purchased, installed, or implemented to ensure your pool is operating properly. Items less than $50 will not require homeowner approval. This helps ensure that these critical items are implemented in a timely manner.
16. Remote Pool Monitoring: Customers enrolled in Remote Pool Monitoring are responsible for ensuring the Water Guru device is operational and reporting data to TriCity Pools. There is no fee for the dispatched response. However, if the cost to solve the issue exceeds the company's service call minimum, the customer is responsible for paying the difference.