Frequently Asked Questions


How will I be charged for each service?
What if I pay late?
Does my monthly fee change if there is an additional week in the month?
Will my pool always be serviced at the same time/day?
Will my pool be serviced in bad weather?
How do you handle gate codes/keys/pool covers?
What can I do if I feel my pool was not serviced properly?
How does excessive use affect my pool/spa?
What if my pool needs repair?
Can algae grow in my pool?
Why is there is white build-up on the tile of my pool?
Do you give a discount for customer referrals?
What if I need to cancel my service?


How will I be charged for each service?
Each month you will receive an invoice in the mail (or by email if requested). As a reminder, we bill in advance for service. Please pay the invoice by the due date in order to avoid a late fee. Payments are accepted in the form of check, money order, cashier's check, Visa or Mastercard. If you would like to sign up for automatic credit card billing, please call or email our office. In addition, payments can be made online at www.intuitbillpay.com/petersonpoolmaintenance.


What if I pay late?
A $10 late fee will be incurred if your payment is received more than 7 days after the due date. Accounts that are not paid on time may be put on a service hold and service may be discontinued until payment is received (you will receive written notice of the impending disruption of service). Overdue accounts may be sent to collections. A $25 fee will be charged for returned checks.


Does my monthly fee change if there is an additional week in the month?
The charge for your service is a monthly rate and will be the same whether there are 4 or 5 weeks in the month. During the year we offer our employees one week of vacation time at Thanksgiving time and a week off in December to spend the holidays with their families. Our pool tech will not be visiting your home for regular service during these weeks. Your monthly fee will remain the same. During the fall or winter it is perfectly fine for your pool to go one week without service. We will inform you, in advance, of the date when your pool will not be serviced.


Will my pool always be serviced at the same time/day?
Our pool techs do their best to service your pool on the same day each week. However, upon occasion it may be necessary to clean your pool on a different day. Due to varying factors, such as weather, the pool may be serviced at a different time each week.


Will my pool be serviced in bad weather?
In the event of inclement weather, our pool techs will do their best to service your pool on your regular day. However, for the safety of our pool techs, if there is thunder of lightening ANYWHERE in the valley they are not permitted to use their poles in your pool. In the case of extremely bad weather they may have to service your pool on a different day than usual.


How do you handle gate codes/keys/pool covers?
Please provide your gate code on the customer information form that you complete. If your gate code changes, notify our office immediately. In the event that your code changes and we are not notified, our pool tech will make every attempt to contact you. If we are unable to gain access, your cleaning will be skipped. Please provide us with a gate key if you have a lock on your gate and remove your pool cover on your scheduled day. As with the gate code, if we are unable to gain access to your pool, your cleaning will be skipped and no refund will be given.


What can I do if I feel my pool was not serviced properly?
In the event that you feel that your pool was not serviced properly, or was missed altogether, please contact us. Be sure to check your service log (in your box) before calling. We will send someone out as soon as possible. If we arrive at the pool and we determine that the cleaning was done properly or you have a problem unrelated to the cleaning, you will be charged a trip charge.


How does excessive use affect my pool/spa?
Our rates for service include chemicals for average usage of the pool and/or spa. If you use the pool excessively, have a large number of people in the pool, frequently have animals in the pool, etc. you may have to add more chemicals between visits. Please keep all toys, towels, equipment, etc. out of the pool when not in use. They can hinder the cleaning system and eat chlorine rapidly.


What if my pool needs repair?
In the event that we discover a repair is needed, we will contact you as soon as possible. If it is a repair that may be covered by your pool warranty, we will ask you to contact the builder of the pool. It is your responsibility to make sure that the builder is notified and that they send someone out to fix the problem. If the repair is not covered under warranty, we will be happy to do the repair. We are not responsible for damages caused by repairs not done in a timely manner.


Can algae grow in my pool?
There are many different types of algae that can grow in a pool. Algae growth is sometimes (but not always) due to a chemical imbalance. The following is a description of the types of algae most commonly found in pools:

We are not responsible for algae growth due to situations beyond our control (i.e. excessive use or equipment malfunctions).


Why is there is white build-up on the tile of my pool?
Due to the large amount of calcium found in Las Vegas' water, it is normal for a white calcium build up to appear on tile and water features as the water in your pool evaporates. THIS IS NORMAL and cannot be avoided. There are chemicals that you can purchase and add to the water that are intended to slow down the build up of calcium. In addition, we offer tile cleaning (glass beading) to remove the buildup. Please contact our office or speak to your pool tech if you are interested.


Do you give a discount for customer referrals?
Yes! As you may know, our business is run almost completely on referrals by our current customers. We greatly appreciate these referrals and offer a free month of pool service to current customers who refer a new customer to PPM. The referred customer must sign up for regular weekly service and the free month will be credited to you after the completion of one month of service by the referred customer.


What if I need to cancel my service?
If you would like to cancel service, please notify us in writing via mail, fax or email no less than one week before the desired date of cancellation. We reserve the right to refuse service to anyone.



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