Important information for our valued customers
Thank you for taking the time to review this important information. Whether you are a long-time or new customer, this guide outlines our company's policies and procedures to ensure we provide you with the best possible service.
This document serves as a basic service agreement and provides essential information regarding our operations, homeowner responsibilities, and important dates.
On behalf of Blue Balance Pool Service Inc., we would like to thank you for choosing us as your swimming pool contractor provider.
We are humbled and honored that you've allowed us to be your pool service company. Over the years, we have continued to learn and grow in our understanding of the pool industry, ensuring that you receive the most knowledgeable and credible service for your swimming pool.
Our promise to you is that we will continue to place integrity at the forefront of our business, making sure you have the best customer service possible. We truly enjoy our careers and want to always bring excellent service to your home or facility.
Residential Service: Performed weekly on the same assigned day each week. Service tags will be left on your front door after each visit to confirm our service.
Commercial Service: Provided 2-4 days per week depending on the contract agreement with the client.
Schedule Changes: Occasionally, we may need to adjust your service day due to temporary illness or other complications. We will notify you of any changes and work with you to minimize inconvenience.
Business Hours: Monday - Friday, 7:00 AM - 5:00 PM. Closed evenings, weekends, and major holidays.
Contact Methods: Phone or email during business hours. Messages received after hours are returned the next business day.
A Note on Communication: Like your utility companies and other licensed service providers, Blue Balance Pool Service operates during set business hours. So that our team can give every customer full attention and excellent work during the service day, routine calls and emails are handled during business hours only.
After-Hours Emergencies: After-hours contact is reserved for true emergencies only — active flooding, major water loss, or a safety hazard (for example, a broken pipe or a stuck auto-fill that cannot be shut off). If a piece of equipment simply stops running, that is not an emergency: virtually all pool equipment can safely remain off until the next business day without harm to your pool. For all non-urgent matters, please email and we will respond the following business day.
After-Hours & Emergency Rates: When we are able to accommodate after-hours, weekend, holiday, or emergency work, it is billed at a premium rate with an emergency call-out minimum, in addition to any parts and chemicals used.
Monthly Invoicing: Around the 1st of each month, an invoice will be sent via email or mail for services rendered during the previous month.
Major Repairs: Invoices for significant repairs will be sent immediately after work completion.
Payment Methods:
Payment Terms: Payment is due within 10 days of receiving your invoice.
We keep our rates fair by keeping our billing simple and consistent. The following applies to all accounts:
Why Restart & Recovery? A pool that goes without professional service does not simply pause — it deteriorates. In summer heat, an untreated pool can turn green in a matter of days. Bringing a neglected pool back to a safe, swimmable condition requires algae treatment, significantly more chemicals, extra visits, and often a filter cleaning — far more than routine weekly service. Recovery work is quoted at custom rates based on the pool's condition at restart.
Included in Your Monthly Rate: The labor of your weekly service plus standard sanitizing and balancing chemicals (chlorine and muriatic acid) under normal conditions.
Billed in Addition to Your Monthly Rate (at current market pricing):
Parts & Repairs: Parts and materials are always billed in addition to labor. Minor repairs and replacement parts under $100 may be completed during regular service and added to your invoice; anything above that is quoted and approved by you before work begins.
Custom & Specialty Services: Work outside your standard weekly plan — drains and refills, acid washes, green-pool recovery, equipment upgrades, post construction start ups, and special requests — is quoted separately at custom rates.
NO SERVICE during the following weeks:
Annual Schedule: Your service rate is based on a 48-week schedule. We take off the two holiday weeks and two additional weeks as explained above.
DE or Cartridge Filters: We clean and inspect your filter every 6 months for $90.
Typical Schedule:
Draining Schedule: Pools in California typically need to be drained every 2-3 years due to hard water conditions. As chemicals are added over time, certain levels become elevated, causing increased chemical usage and surface staining.
Salt Water Pools: These rules do not apply to salt water pools.
Preferred Draining Period: November through February
Notification: We will contact you when your pool water needs to be drained to discuss the procedure.
Calcium & Scale Treatment: Due to California's hard water, pool tiles will develop calcium and scale buildup. We use specialized scale treatment products to remove excess buildup and prevent future scaling.
Safety First: If you have an aggressive dog or any animal that prevents us from safely entering your backyard, we ask that you secure the animal on your service day.
Service Day Protocol: If an aggressive dog is left out on your service day, we will not be able to service your pool that day for safety reasons. We will do our best to return after contacting you, but we ask that this does not become a recurring issue.
This policy protects both our team and your pets from potential incidents.
Missed Visits: No service credits are issued for visits missed due to locked gates, aggressive animals, or other conditions beyond our control, and a return trip may incur a trip charge.
Water Level Maintenance:
Equipment Leaks:
Landscaping & Pool Area:
Pool Toys & Objects:
Understanding Your Weekly Service: Your technician tests and balances water chemistry, empties baskets, and performs the cleaning tasks in your service plan on your assigned day. The door tag confirms the visit and notes anything that needs your attention. Water chemistry is managed week to week — a pool can look clear while its chemistry is drifting, which is why consistent weekly service matters.
Equipment Run Times: Your pump schedules are programmed for your pool's size, equipment, and the season. Please do not change schedules or shut equipment off at the breaker — even a few days without circulation in warm weather can start an algae bloom. If something seems wrong, contact us during business hours and we will take care of it.
Operating Your Spa, Heater & Water Features: A quick reference for the main control brands we service:
Heater tip for every brand: the heater only runs while the pump is running, and a spa typically takes 20-40 minutes to come up to temperature — plan ahead for spa nights.
Hands-On Orientation: We are happy to walk you through your specific equipment at the end of a regular service visit — just ask in advance so we can plan the time. Extended one-on-one training sessions can be scheduled at custom rates.
Your Part in a Healthy Pool: The Homeowner Responsibilities section above covers the essentials: keep the water level up, secure pets on service day, keep gates accessible, remove toys and debris from the pool, and report equipment issues to us during business hours rather than attempting repairs yourself.
If you have any questions about our policies and procedures, please don't hesitate to contact us:
Phone: (619) 596-2583
Email: info@bluebalancepools.com
Address: 772 Jamacha Rd. #128, El Cajon, CA 92019
Business Hours: Monday - Friday, 7:00 AM - 5:00 PM
We appreciate your cooperation and look forward to providing you with exceptional pool service!