Terms of Service

Upon arrival to a scheduled appointment MCM POOL SERVICE, INC. must have access to the pool, if there is 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 unable to access the appointment will be cancelled and may be subject to a $50 cancellation fee.

Homeowner/Agent will provide fresh water, electricity and applicable permits as necessary. Pool area shall be free of any hazards including but not limited to: bees, wasps and poisonous foliage. Homeowners must properly maintain all electrical boxes to prevent electrical shocks.

Special requests by Homeowner/Agent for residential pool maintenance visits other than those specified within the context of this contract will be billed separately at MCM POOL SERVICE, INC. established material and labor rates. If working with an agent, the homeowner is also liable for payment if the agent defaults.

Disputed items of service must be brought to MCM POOL SERVICE, INC. attention within 5 days of the Disputed Service/or invoice date and shall not be cause for withholding payment beyond the value of disputed items of service.

There is a 30-day labor only warranty from the date completion of the rendered service. MCM POOL SERVICE, INC. will honor all manufacturer warranties for ONLY products purchased through MCM POOL SERVICE, INC. We offer extended warranties at an additional cost for service at the customer’s request. The customer is responsible for payment of any parts after the manufacturer’s warranty has expired. The workmanship on any piping is covered under a 30-day warranty

We WILL NOT install any customer provided equipment or products. Installation of any customer provided product will void MCM POOL SERVICE, INC. labor warranty.

Repairs under $50 will be performed immediately and charged separately to the Customer. Repairs greater than $50 shall require Customer authorization in advance of the repair.

The day prior to your appointment, all clients will be contacted via phone or email to confirm your service. You will be updated with an appointment ballpark time-frame window for your service. Please be aware that time-frame windows 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.

MCM POOL SERVICE, INC. at its discretion may reschedule any service date. MCM POOL SERVICE, INC. service work and residential pool maintenance will usually be performed on the contracted assigned day(s) specified but may be changed without notice due to weather or other circumstances. MCM POOL SERVICE, INC. service work performance is contingent upon, but not limited to illness, availability of crews, accidents, Acts of God and delays beyond its control.

Payment is due upon completion of service. Techs on-site are instructed to take payment upon completion, and before leaving your property. (1) A credit card may be held on our secure server (but not processed) prior to our arrival. Once work is completed it will be billed accordingly. You may opt for us to keep this card on our secure server for future appointments, or have it deleted after this one-time use. (2) If check/cash is preferred, and you will not be home at the time of service, check/cash must be left at the jobsite for the minimal labor amount due (quote above in this email). If additional labor/parts are required, we will send you an invoice with the remaining unpaid portion. If no payment is left at our arrival, it is up to the techs discretion for the work to be performed, or not. We have the option to contact you and reschedule with a $25 rescheduling fee if no payment is left. If any payment is not received within 15 working days of the invoice date, all service may be suspended until the overdue account is satisfied.

• All credit card payments are subject to a 3.5% processing fee.
• $25 late fee will occur after every 15 days of non-payment.
• 30-Day Warranty on all MCM Pools Labor only. (Unless otherwise specified).

• Items are ineligible for a refund after installation. 
• Special order items are ineligible for a refund. 
• Any payment that is to be refunded can only be refunded in the form of company credit.

If payment is not received upon completion of service, you will have 28 days to make a payment. After 28 days, your invoice will be past due. You will be sent emails and letters at this time to continue to make you aware of the outstanding balance. At 8 weeks past due you will be given 14 days to make payment in full for the outstanding balance or you will be sent to our collection agency. If not paid in full by the due date, a finance charge of $25.00 per month will be added to all amounts not paid within 28 days of the invoice date. There is a $25.00 returned check fee that the customer is to cover.

Cancellations must be made 2 days prior to your appointment. If we are not contacted in a 2-day window prior to your appointment, a $50 cancellation-fee will be invoiced to you. If no cancellation is made prior, and we arrive to your property and a cancellation is made on-site, 50% of the quoted job labor will be invoiced to you as a cancellation-fee. Cancellations must be made in verbally and in writing to our office. Emails alone are not acceptable because emails can be sent during off hours and we may not be able to confirm prior to the job if the job is already in the schedule.

• Prior to our arrival, water must be drained off the pool cover (does not apply to mesh covers). Any water left on cover will be dumped into the pool.
• Please ensure all breakers, timers, and/or electrical outlets are turned on and all system components are made readily available.
• Make sure all gates, sheds or areas where equipment is stored are unlocked or we are given the necessary access.
• Water must be added to the pool half way up the skimmer. Please put hose under cover and use your best judgement to fill pool. This will ensure our ability to check the system for leaks and remove the debris from on top of your cover.
• If water is not up to level, our techs will not be able to properly run your filtration system and check for leaks.
• Any call back to repair a leak post-opening, will be subject to our normal hourly rate of $130/hr.

Note for above ground pool owners only: DO NOT drain your pool water below the skimmer. If the water is too low, the tech may be unable to close the pool. Also, customer supplied pool covers MUST have a 4’ or 5’ overlap. Any covers too small or with a 3 overlap will not be installed by MCM. If you need a new cover, please let us know ahead of time and we will bring one with us. If either of these cases occur, you may be subject to a rescheduling or cancellation fee.

24 hours before appointment:

• Turn motor off
• Plug skimmer and return (Above ground pools only)
• Remove sand filter drain cap (at bottom of tank) so water can drain out
• Place multi-port valve in winter position to allow for quicker drainage

If for any reason you are unable to do these things, please let us know prior to make arrangements.

Leak Detection Prerequisites:

• No minerals / leaves in pool (metals in the water give false leak signals)
• Recommended warm / swimmable water temp (cold water makes patches non-pliable and will not set as well)
• No algae (patch glue will not adhere correctly to a slimy liner)
• Rain/Weather: Due to how the detection equipment works, it cannot be a rainy or wet environment
• Any metal screws and/or handrails need to be removable
• Water must be 2 feet above where the hole may be

Other than rain, the tech on site will have the final say whether a job can be completed or not. If he deems the job not able to be done based on customer error on information given, a rescheduling fee may be invoiced.

Disclaimer: Depending on how long the leak has been occurring, and the depth of the crack, testing is not always conclusive. This test is for the location only, and our techs will go over repair options with you once located, which is a separate charge.

As with all forms of technology, pool equipment can and will be updated with newer and better products. Pool equipment that has been discontinued has the inherent issue that they may not be able to be repaired due to parts becoming obsolete. Customers should be aware of normal deterioration of equipment that occurs over time due to exposure to chemicals, sunlight, and, in some cases, other corrosive materials (i.e. salt).

In some common cases, parts pertaining to filters such as; bolts, clamps, gaskets, etc., can and will deteriorate to the point where once it is taken apart and opened it may not be able to be put back together closed. MCM POOL SERVICE, INC. is not responsible for any damages caused by deterioration due to nature wear and tear on equipment.

It will be at the tech's discretion while on site if the equipment is able to be worked on without causing damage. If the technician has a concern about a certain piece of equipment, the homeowner will be contacted to discuss options to move forward. Also, MCM POOL SERVICE, INC. is not responsible for any damages or deterioration caused by failure of a Customer to perform other services recommended by MCM POOL SERVICE, INC., or by failure of Customer to properly maintain pool and equipment.

Any fees or licenses required for the express purpose of discharging or draining pool water due to municipal, environmental or regulatory laws shall be the responsibility of the Pool Owner/Agent. Specific work will be rescheduled after applicable permits are secured and the Pool Owner/Agent gives specific instructions to MCM POOL SERVICE, INC. for the disposal of pool water. Absent such instructions, MCM POOL SERVICE, INC. will drain water to a location, which it believes to be appropriate. Pool Owner/Agent indemnifies and holds harmless MCM POOL SERVICE, INC. from any direct, indirect or consequential damage or fines resulting from the disposal of pool water.

It is the owner’s responsibility to have a pool cover pump and to ensure that the pool cover is free of water and debris prior to the arrival of the MCM POOL SERVICE, INC. service crew to open the pool/ remove cover. If the cover is not free of water at service, MCM POOL SERVICE, INC. may, if time permits, pump off cover at an additional fee and service pool. If MCM POOL SERVICE, INC. is unable to service the pool, said service visit will be rescheduled as time permits and a rescheduling fee of $50 will be charged. If you do not have a cover pump, MCM POOL SERVICE, INC. can provide one for an additional fee.

All proper and necessary procedures are followed by winterizing lines. Due to the age of lines and the severity of winter, there is no guarantee of line breakage.

For Pool Owners requiring acid/chlorine for cleaning pool surface, there is no guarantee that the pool finish will improve in appearance. MCM POOL SERVICE, INC. has the discretion to determine which process is best to clean the surface, either chlorine or acid. Extra charges may apply for scraping, extra chemicals to clean the surface of the pool, extra hoses required to run to the street or removal of debris in the pool.

We are not responsible for water tables and the possibility of a pool popping out of the ground when left empty.

Aftercare on new pool plaster surfaces. It is the owner's responsibility to provide MCM POOL SERVICE, INC. with plasterers’ specific aftercare instructions that apply to their specific plaster. MCM POOL SERVICE, INC. will follow those instructions and are not responsible for any discolorations, imperfections, modeling, streaking that is not uncommon. See the attached terms and conditions.

Contracts that require payments on a scheduled basis may be canceled on a 10-day written notice by Pool Owner/Agent. If said cancellation is made within the terms of the contract, all charges from the beginning of the contract will revert to the "Time and Materials" basis at MCM POOL SERVICE, INC. established rates, at which all discounts tied to the contract may be forfeit. Additional invoice(s) will be rendered within 60 working days of the termination date and will be due on receipt. MCM POOL SERVICE, INC. may cancel this contract at any time upon 30 days written notice to the Pool Owner/Agent.