Weekly Service Email Frequently Asked Questions
Why was Our pool not serviced?
In our welcome email after signing up with Crystal Pools we provide your weekly service day. You can expect our tech to service your pool on the same day each week around the same time. Of course as routes grow the time of day we arrive may change slightly but you can count on us coming on the same day each week.
If for any reason there are delays we will do our best to communicate this with you and let you know any changes in our schedule.
If our tech is unable to enter your property either because the door was locked, the gate code provided did not work, a dog was in the pool area, etc. we will follow the below protocol.
Our tech will call you at the number provided in your sign up sheet
If unable to reach you, we will knock at the door
If still no answer, our tech will call the office so we are notified about this and our tech will wait for 10-15 minutes.
Once these steps are taken and our tech is still unable to access your pool safely, we ask them to continue on with their schedule and they will be paid for their time. Our office will notify you via email about this and if you’d like to reschedule a visit we can send you a quote for approval to come out again that week. Otherwise we will resume service as usual the following week.
What does pH mean?
The ideal range of pH for a pool is 7.2-7.8. A pH of 7.2 is best for pools, but 7.4 is best for most customers because human tears are at 7.4 so it's more comfortable for your eyes at that level. pH is a measure of how acidic or basic the water is. The initials pH stand for "potential hydrogen". The pH scale ranges from 0 to 14; 7.0 is neutral, less than 7.0 is acidic and above 7.0 is basic or alkaline.
Why was there no picture on my email?
At times our pool techs have a bad signal and the picture does not come through in the email. If you email us we can pull it up for you and email it to you right away.
Why did I get the email really late at night?
At times our pool techs don’t have good phone service, so the app syncs up when they get a stronger wifi or cellular signal. At times they have to manually sync this as well, which affects the timing of your email report.
Why is my pool cloudy soon after it was serviced?
Your pool could be cloudy for many reasons. The water chemistry could be out of balance (chlorine, pH, alkalinity, calcium hardness), your filter could be due for cleaning or replacement, algae could be developing, debris is present, or ammonia. If we just came to service your pool this should clear up as we would have balanced chemistry, cleaned your fitler (bi-weekly), and debris from brushing the walls of your pool. If you do not see this clear up by the following day, contact our office via email at info@crystalpoolsfl.com.
How long should I wait after my pool has been serviced to use my pool?
It is recommended to wait 20-60 minutes after we have balanced the chemistry in your pool so it can be cycled through.
If Calcium is adjusted (which you'll see on your weekly report) please wait 2-4 hours so it can cycle through one full cycle in your system.
If your pool is shocked (which you will be aware of via email) please wait until your chlorine levels are back within ideal range (please reference our weekly pool reports) or 24 hours since we super chlorinated your pool.
If muriatic acid is added (again please reference your weekly pool report to see what was added), please wait a minimum of 30 minutes.
WHAT IS THE PROTOCOL IF THERE IS A LOOSE PET ON MY PROPERTY?
If you have any pets, PLEASE be sure they are left inside during our service visit to help avoid this moving forward. Our techs come on the same day each week around the same time of day so this should not be an issue. If we are behind schedule, we do our best to communicate this to you as soon as we are made aware.
Thank you for your help and understanding with this. The health and safety of our team as well as your pets is very important to us and we believe having pets inside moving forward during service is the best solution.
If there is a pet loose on your property upon our arrival...
Our tech will call you at the number provided in your sign up sheet.
If unable to reach you, we will knock at the door.
If still no answer, our tech will call the office so we are notified about this and our tech will wait for 10-15 minutes.
Once these steps are taken and our tech is still unable to access your pool safety, we ask them to continue on with their schedule and they will be paid for their time. Our office will notify you via email about this and if you’d like to reschedule a visit we can send you a quote for approval to come out again that week. Otherwise we will resume service as usual the following week.
Do you have a question or a concern? The best way to contact us is via EMAIL. We answer promptly and when we receive emails we can save our communications historically on your account.