Terms & Conditions Acceptance of Terms & Conditions Your use of this website or our services is governed by the terms and conditions set forth below. By using this website or our services, you agree to comply with and be bound by these terms and conditions. If you do not agree with these terms of conditions, please exit now. Texas Pool Care LLC may make changes to this website, including these terms and conditions, at any time without notice. You agree to be bound by the current version of these terms.
TERMS OF SERVICE
Texas Pool Care LLC offers comprehensive Pool and Remodeling services centered on providing exceptional customer service and professional workmanship. Each service provided is subject to its own terms and conditions while terms set forth below are company-wide regardless of the service provided. Through your continued use of this website or by signing up for a service, the customer agrees to have reviewed and understood these service terms, its details and is in agreement with the policies set forth.
Safety: In being your service provider, we recognize you place an immense amount of trust in us. A responsibility we do not take lightly. While our highest priority is to provide exceptional customer service and unmatched workmanship, the safety of our technicians and customers is equally as important. For an activity to be done right, it must first be done safely. A task that can only be accomplished when we all work together. To ensure the mutual safety of our technicians and customers - Texas Pool Care pledges:
To be Licensed, Insured and Bonded
Securely store keys, contact information, and other confidential items / information
To provide our technicians, contractors and partners the necessary training and equipment to safely and effectively complete the job at hand.
To leave job site and immediately contact their supervisor if:
They feel their personal safety is in danger
They are being harassed
There is the presents of illegal substances or bio-hazards.
There is unsupervised minors on premises.
Report unsafe working conditions or behaviors immediately.
Place customer's safety and security equal to their own.
Not to climb on ladders more than 3ft tall unless trained and certified.
Not to move or lift heavy items in excess of 50lbs unless job details call for such a task and proper safety equipment is utilized.
Wear job appropriate safety equipment at all times while on job site.
Notify Texas Pool Care office of:
Any unsafe employee behavior witnessed
If any person in the household is suspected of contracting an infectious disease
Provide team members with a safe clutter free environment to conduct their work
Secure Pets when service is being provided
Secure heirlooms, collectibles, valuables, and firearms prior to service.
To provide access to Texas Pool Care on a scheduled service/repair service
First Line of Quality: Our first line of quality is our highly trained and experienced staff. In particular our team leads. Every one of our teams has a lead that is responsible for maintaining our quality standards and to ensure "Wow" results. These individuals are given a wide degree to trust and freedom to ensure your experience is consistently amazing. Keeping honest people honest: We have instituted a random inspection schedule where a managers will visit your home after service to ensure our quality standards are met. During this time you may be asked several questions regarding your service experience for quality assurance and training purposes. Feedback: If you were ecstatic with your service or thought it was lacking, WE WANT TO HEAR ABOUT IT! Communication is key to any relationship and we desire to know how we are doing. Not many companies will say this, but we love complaints. Complaints provide us an opportunity to refine our offering and provide even better service to not only for you but to all of our customers. While we have provided many avenues to communicate with us, perhaps the best place to give us feedback is on the follow-up email sent immediately following service completion.
Cancellations and Lockouts
Texas Pool Care leverages the power of technology to ensure you are always aware that your service has been completed. Upon the completion of your sign up process, you will be notified of your weekly service day. Because of this, any service cancelled less than 24 hours prior to service we be subject to the regular weekly rate. In the event our professionals are locked out, we will call the phone number on file and wait a maximum of 15 minutes. At the end of 15 minutes, should the professional remain locked out a 100% fee may be assessed. Texas Pool Care offers the most inclusive service plans in Texas. To include all of the services and treatments we offer at a competitive price, every service plan is based on a year around commitment. By signing up with our service, you understand that there will be a $200.00 cancellation fee applied to your account if you cancel before you have reached the full one-year term OR cancel after the one-year term for a nonservice related reason. This excludes cancellations based on clear service issues reported to the Texas Pool Care office directly no more than one week after the issue has taken place. All service cancellations require a written notice sent to email@example.com. Any weeks left of the service month will not be refunded.
Payment Texas Pool Care accepts all forms of payment and utilizes Secure Online Payment Processing for credit cards and ACH. Customers will be charged in advance for service while repair work is due upon completion of the service and the card on file will be charged. For any late payments, a $25 late fee will be assessed to each individual invoice, each additional month it is past due. A 3% processing fee will be applied to all credit card transactions. For repairs or installations over $1,000.00 a 50% deposit will be required prior to the work order being scheduled, the remaining balance is due upon completion.
Non-Solicitation We respectfully ask all customers not to directly solicit or engage the service of any Texas Pool Care technicians, contractors, or partners who provide service on their property. This includes, but is not limited to, providing any service independently or above and beyond to the terms agreed between Texas Pool Care and the customer. Please direct all service requests to the Texas Pool Care office.
Direct Hiring We hire the best so why would you not want them working for you directly. We invest an enormous amount of time, money and resources to ensure we hire and train the best customer service experts in their respective fields. As part of our on-boarding process, new hires sign a non-compete agreement. They agree that they themselves, their family, and/or friends will not accept direct employment from any past or present customer of Texas Pool Care. This agreement remains in full effect from the time of signing to three years beyond severance with Texas Pool Care. For those customers that insist on the direct hiring of one our employees, we have instituted an agreement buyout clause. The buyout amount is set at $2,250 to allow for the search, selection, and training of a new team member.
Weather Texas Pool Care services are subject to weather conditions. While we make every effort to provide you consistent and timely services, we cannot predict the weather and are on occasion subject to Mother Nature's conditions. That being said, our team members will show up each week (rain or shine) and provide the best service that the conditions allow for while maintaining a safe work place. Professionals on any job site, for their safety, will not work with a pool pole in lightening. Heavy rains may cause delays in service to up to several days or require the technicians to do a limited service subject to the agreed upon weekly rate. This determination is subject to our expertise and best judgement.
Winter Service During the months of November 1-March 1, Texas Pool Care provides the customer the opportunity the switch from your “weekly” service to a “bi-weekly” program. Bi-weekly meaning your technician will provide services every-other week. This is subject to exclusion based on seasonal tree and brush accumulation and will be provided on a case by case basis. This plan is billed at 70% of the regular weekly rate and filter cleans are not included in these plans. Filter cleans will be billed at $100 during the duration of these plans. These service plans are only available during the dates listed above, and do not happen automatically. If you're interested in switching your service plan to bi-weekly, you must notify our office one month prior to the month you would like the winter plan to take effect (if your pool qualifies).