Got Questions? We’ve Got Answers
Everything you need to know about keeping your pool clean, clear, and swim-ready year-round.
Service FAQs
What's included in my weekly service?
We offer everything needed for BASIC maintenance which includes:
- Brushing
- Skimming
- Vacuuming when needed
- Emptying baskets
- Balancing chemicals
- Up to 3 filter cleans a year
What is NOT included in my weekly service?
Outside of this basic maintenance, examples of what are not included include:
- Higher end chemicals, such as Pool RX, BlueRay XL, etc.
- High-End or Large Quantity of Phosphate Removers
- Stain Removers
- High End Algicides
- High End Clarifiers
- Enzyme Oil Removers
- Extra filter cleans in between scheduled free filter Cleans every 4 months
What is not considered basic maintenance?
- Pools with swimming dogs
- Pool parties
- Consistent heavy bather load
- Wildfire damage
- Yard maintenance damage
- Sever wind damage
- Heavy water loss
- Intentional/unintentional customer actions
- Pools with faulty equipment (bad filters, pump, plaster)
- Situations subject to the discernment of JA Pool Services
As a customer, what are my weekly responsibilities?
The only thing customers are responsible for are:
- Maintaining water level
- Emptying baskets in between visits if needed
How long do you clean the pool for?
In this industry, you do not pay for our time; you pay for the service and expertise. Although on average we will be at your pool for 10-20 minutes, there are times we will be there more or less.
What are the reasons you would skip service?
We service rain or shine, but there are a few reasons we would skip your pool on the scheduled service day:
- Major holiday
- Aggressive dogs, not locked up
- Gate locked
- Illness
- Unsafe weather conditions determined by management
We take off 4 times a year
- Christmas week
- Thanksgiving week
- 1 sick week/Pentair or Safety Training
- In rare cases, service may be deferred due to technician illness
If it rains, will you still service the pool?
We would perform chem stop service only. We balance chemicals & check/empty baskets. If there is thunder/lightning in the local forecast, a chem stop only service will be performed as well.
How often do you schedule filter cleans?
Every 4 months, 3x a year
What if I need my filter cleaned more than 3x a year?
Any filter cleans needed outside of the provided 3 included, will cost an extra fee. Or the customer can clean the filter themselves to waive the fee.
What if I need my filter cleaned more than 3x a year?
Any filter cleans needed outside of the provided 3 included, will cost an extra fee. Or the customer can clean the filter themselves to waive the fee.
What if I have a pool cover?
Although we do not suggest ANY pool covers for chemistry and bacteria reasons, we do not mind pool covers. They need to be removed before the arrival of service date or pool will not be fully serviced. We do not touch the covers for liability reasons.
My water level was low, why didn’t you fill it up?
We will not fill up the pool, it is a liability. We will always inform you to fill it up. At times, when the water is too low, services will be affected.
Should I tell you if I am having a pool party?
Yes. We will prepare your pool and sell you products needed to protect your pool. Remember, preventative maintenance is cheaper than damage control.
Are you reachable 24/7?
Our phone is always on. If deemed a necessary need or emergency, we will call you back outside of normal business hours
Can we call on weekends with equipment questions?
Yes, although it is not a guarantee that we will be able to answer as we are not a 24/7 emergency service.
Will you come back a second time if something is broken?
If it can wait till the next service date, there will be no charge. If we must come back a second time, there will be a $75 service call fee.
If we left gate locked, will you return?
This is not a guarantee. We will try if possible. But if our schedule does not allow, you will be skipped and still charged for that week.
Do dogs need to be put away during service?
We will always text you our estimated time of arrival, when we are on our way, and/or when we are there. After we have arrived at your pool with written heads up, you will have a 5-minute grace period before we must move on for the day and service may be skipped that week.
Do you offer repairs and upgrades?
We are a licensed pool contractor that manages all pool and equipment repairs for our customers. Includes tile, coping, heaters, pump, mastic, and more.
Billing FAQs
When is my invoice due?
On the 1st of every month. We require a credit card on file, your invoice will be paid automatically.
What payments do you accept?
For monthly service, there must be a credit card on file – no exception. Additional purchases and repairs may be paid using Venmo, Zelle, cash, or check.
Will you automatically charge my credit card for extras done at my pool?
No. Your monthly service fee is the only thing that is automatically taken out. If you want us to have access to charge your credit card for all things, you must contact us directly and give us the credit card and authorization to charge it.
How much are services outside of the covered basic maintenance?
Prices are subject to the situation at hand. It could be an extra filter clean, a oil removing enzyme, wind damage, heavy bather load, etc.
Can your prices change?
We are a non-contract company, so monthly pricing is subject to change at our discretion, although we do not make a habit of increasing prices often.
What do I do if I want to cancel service?
We would hate to see you go, but if you choose to end services, we are a “non-contract” company. You may quit at any time, for any reason. Cancellations made before the 1st of the month will not incur charges for the following month. To cancel, contact us by phone or text for next steps.
Cancellation Process
JA Pool Services – Service Cancellation Policy
At JA Pool Services, we schedule our routes and staffing based on our customers’ service commitments. To ensure efficient scheduling and uninterrupted service, the following cancellation policy applies:
Monthly Service Cancellation Notice
Customers who wish to cancel their recurring pool service must provide written notice of cancellation at least 7 days before the 1st day of the upcoming service month.
If cancellation notice is not received by this deadline, the customer’s payment method on file will be automatically charged for the upcoming month’s service. No refunds, credits, or prorated adjustments will be issued for charges processed due to late cancellation requests.
Examples:
- To cancel service effective for the month of August, written notice must be received no later than July 25.
- Cancellation requests received after July 25 will result in the August service charge being processed and are not eligible for a refund.
By maintaining service with JA Pool Services and providing a payment method on file, customers acknowledge and agree to this cancellation policy.
For cancellation requests, please contact JA Pool Services by simply calling the office. Cancellation Request Confirmation
Cancellation requests submitted by phone call, voicemail, text message, email, or any other communication method are not considered finalized until the customer receives a confirmation from JA Pool Services acknowledging receipt and acceptance of the cancellation request.
Customers should not assume their service has been canceled based solely on sending a message or leaving a voicemail. If a confirmation has not been received within 48 hours, the customer is responsible for following up with JA Pool Services to verify that the cancellation request was received and processed.
Service will remain active, and all applicable charges will continue to apply, until cancellation has been confirmed by JA Pool Services.
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