Main Office (203) 856-4842
Service Calls, Repairs & Projects x101
New Clients, Inquiries & Billing x102 or 103
Scheduling x104
THINGS TO KNOW BEFORE WE GO
Homeowner Responsibility:
Appointment Confirmation:
48-hours prior to your appointment, all clients will be contacted via email to confirm your service. Any ballpark times given are based on our best guess only and cannot be guaranteed. Variables throughout the day may land our crews to your home well outside of our estimated window.
Pool Access:
Upon arrival to any scheduled appointments, Rave Pools, LLC, must have access to the pool, if there is a need for a key or any other special instructions for entry it is the responsibility of the homeowner to relay this information to the office ahead of time. If the technician arrives and is denied access the appointment will be cancelled and may be subject to a $50 cancellation fee.
Pool and equipment area shall be free of any hazards including but not limited to: bees, wasps, ticks and poisonous or overgrown foliage. Homeowners must properly maintain all electrical boxes to prevent electrical shocks.
Let us know in advance if you have any specialty service providers that will affect our regularly scheduled service. You must notify us at least 7 days prior to changing your next service day due to these maintenance requirements to your home.
Water Levels:
It is the customer’s responsibility to maintain a proper water level in the pool which is to the middle of the skimmer mouth or tile. Our servicemen cannot add water during your service. Low water levels can result in equipment failure and be costly to repair. If the water level is too low, we are not responsible for any pool or equipment damage. It is the Homeowner’s responsibility to maintain a proper water level in the Pool/SPA at all times.
Pump Functionality:
Your filter pump should run no less than 8-hours a day for chemicals to circulate properly. Please make sure we always have a clear path to your pool and equipment. If we alert you to a problem with your pool, we'll try to convey its degree of severity and importance. For situations that cause erratic water quality (leaks, pump issues, filter, etc.) we request that pool owners deal with the issue in an expedient manner. We're only as good as your pool system allows us to be.
Replacement Parts:
We will replace small parts (under $150) as needed to keep your pool operating properly; these may be skimmer baskets, O-rings, skimmer lids, or pool cleaner parts (bags, wheels, or belts). The old item will be left at your pool equipment upon replacement, and you will be invoiced on your next monthly invoice. Any repairs or items that are over $150 will need your approval.
Filter Cleaning:
We the company, can perform a filter cleaning at our discretion based on how the pool filtration system is operating if a filter bundle has not been purchased. All of our packages include filter bundles for the season to ensure proper filtration is adhered to.
If you do not want this service performed, you must CALL us immediately and notify us. If you DO NOT have a filter that can be washed such as a sand filter, it is the pool owner’s responsibility to notify Rave Pools and advise on no filter washes in the beginning of the season.
Under certain circumstances, such as third party or construction/landscape work being done it may be necessary to perform this service more than twice a year. This is done to maintain the proper flow of your equipment and provide crystal clear water and your pool to functionality.
Severe/ Inclement Weather:
Every reasonable effort will be made to maintain your pool on a certain day of the week, every week. But sometimes the threat of severe weather conditions, such as freezing rain, thunder and lightning, etc. may not allow us to provide the same level of service or any service at all.
For example: No service will be done on days if freezing rain, icy roads, or snowy conditions exist. We will always try to reschedule you within that week to complete your service.
Storm Clean-Up Service:
Severe inclement weather, other acts of nature, or vandalism that cause an excessive accumulation of dirt and require extra labor and materials are not considered normal circumstances and is additional maintenance to your weekly service day. Additional customer billings may result while performing this additional work.
PETS:
We ask that pets are kept indoors or otherwise secured on service days. We try our best to guarantee your pets’ safety while servicing your pool, but we cannot be responsible for pets that escape. If the pool area is guarded by a dog and nobody is available for assistance, we will not be able to service your pool. We appreciate your understanding and cooperation regarding this matter.
OBSERVED HOLIDAYS:
There will be a change in your Service Day each time any of these holidays fall on a weekday, New Year’s Day, Memorial Day, Fourth of July, Labor Day, Thanksgiving Day, Christmas Day. If a holiday falls on the weekend your service day will remain the same. By implementing this schedule your Pool Tech will be able to enjoy a day off without having to double up work the following day. This will maintain morale and assure that you, the owner, will receive the quality you've come to expect.
