What to Ask Your Pool Service Company

Patrick Wallain
Jun 7
12 min read

Updated: Jun 8

Want to avoid costly pool repairs and ensure your pool stays safe and clean? Start by asking the right questions when hiring a pool service company.

Here’s what you need to know upfront:

Credentials: Confirm they have the necessary licenses, certifications (like CPO®), and insurance to protect your property.
Experience: Choose a company familiar with your local area and pool type to handle unique challenges like Arizona’s heat and mineral-rich water.
Service Plans: Understand what’s included (e.g., cleaning, chemical balancing, repairs) and whether plans can be customized to fit your needs and budget.
Pricing: Request a detailed breakdown of costs for regular maintenance, emergency services, and seasonal needs.
Emergency Support: Check how quickly they respond to urgent issues like equipment failures or chemical imbalances.

Don’t skip this step - hiring the wrong company can lead to equipment damage, safety risks, and expensive fixes.

Should You Clean Your Own Pool Or Hire a Pool Service Company?

Checking Credentials and Experience

When hiring a pool service company, it's crucial to dig into their credentials and experience. This ensures you're entrusting your pool care to a reliable and qualified provider.

Licensing and Certifications

In Arizona, licensing requirements vary based on the services offered. If a company is only handling pool cleaning, they typically don’t need a contractor's license. However, for tasks like installing, repairing, or maintaining pool equipment - such as pumps, heaters, or lights - they must hold a contractor's license with a pool or spa classification issued by the Arizona Registrar of Contractors (ROC).

Here are a few questions to ask:

"Do you have the necessary licenses from the Arizona ROC for the services you provide?"
"Are your technicians Certified Pool Operators (CPO®)?" The CPO certification is globally recognized for pool safety and operations and usually remains valid for five years.

If you're dealing with a commercial pool, technicians should also have a Technician Certification, which requires 16 hours of training and passing an exam.

Lastly, confirm that the company carries proper insurance to protect your property from potential risks.

Insurance and Liability Coverage

Insurance is a must when hiring a pool service company. Without it, you could be liable for accidents or injuries that occur on your property - especially since pools come with inherent risks. In Arizona, licensed pool contractors are required to carry both general liability and workers' compensation insurance.

Ask to see their current insurance certificates and clarify what their policy covers. Key areas to look for include:

Third-party bodily injury: Covers costs if someone is injured due to their service.
Third-party property damage: Protects you if their work damages your pool or property.
Defense costs: Helps with legal fees if a lawsuit arises.

The stakes can be high. For instance, a jury once awarded $2.75 million after a tragic pool incident, and legal judgments in such cases can easily exceed a million dollars.

Local Experience and Reputation

Experience in your local area matters - especially in Arizona. A company familiar with the region will better understand seasonal changes, common equipment problems, and water chemistry challenges specific to the area. Ask how long they’ve been serving your community, not just how long they’ve been in business overall.

To gauge their reputation, request references from nearby customers and check reviews on platforms like Google, Facebook, and Yelp. Look for feedback on their professionalism, punctuality, and communication. Pay close attention to how they resolve issues - companies that handle problems quickly and professionally are often the most dependable.

Service Packages and Scheduling Options

Choosing the right pool service means understanding both the available packages and how scheduling works. This knowledge ensures you’ll find a service that aligns with your needs and budget. Service packages can differ significantly, so asking the right questions upfront helps avoid misunderstandings. Once you’ve verified the company’s credentials, clarifying these details ensures your pool gets the care it requires.

Complete Service Plans

Pool maintenance plans typically range from basic chemical treatments to comprehensive care. The trick is knowing exactly what’s included in each option so you can pick the one that suits your pool best.

Most providers offer weekly maintenance plans in four main tiers:

Chemical Only: Covers pH level checks and the addition of necessary chemicals.
Basic Service: Adds tasks like brushing, chemical balancing, cleaning baskets, identifying potential issues, and performing minor repairs.
Basic Plus: Includes everything in the Basic Service, plus surface skimming.
Full Service: Offers the most comprehensive care, including vacuuming the pool bottom, surface skimming, and all tasks from the lower tiers.

When comparing these plans, it’s helpful to ask questions like:

"What specific tasks are included in each service level?"
"Is filter cleaning part of the base price, and how often is it done?"
"Do you inspect equipment during visits, and what happens if issues are found?"

Most full-service packages include essential tasks like skimming, vacuuming, brushing, chemical balancing, filter cleaning, and equipment checks.

Custom Service Options

Pool care isn’t one-size-fits-all. Many companies offer customizable plans to meet unique needs, whether you have a traditional or saltwater pool. These services can often be scheduled weekly, bi-weekly, or at other intervals that work for you.

Providers often adjust their plans based on the size and type of your pool, as well as the frequency of visits. Be sure to inquire about pricing differences between weekly and bi-weekly options.

Key questions to ask about customization include:

"Can the plan be tailored to my pool’s size and features?"
"What’s the process for rescheduling or skipping a visit?"
"Do you offer different rates for bi-weekly versus weekly service?"

This flexibility is especially useful for adjusting service frequency during heavy-use seasons or quieter times when less maintenance is needed.

Emergency and Seasonal Availability

In states like Arizona, where the pool season is long and the weather can be extreme, it’s crucial to know how quickly a service provider can handle emergencies and whether they offer seasonal-specific services. Flexibility with scheduling isn’t just about routine care; it’s also about how they respond to urgent issues.

Emergency services are critical for handling equipment failures, leaks, or water chemistry problems that can’t wait. Some companies offer dedicated emergency support, though response times and procedures will vary.

Seasonal services are equally important in Arizona. While traditional winterization isn’t necessary, challenges like dust storms, monsoons, and extreme heat create unique maintenance needs. Many providers offer services like pool opening and closing, monsoon cleanup, and extra maintenance during peak seasons.

Important questions to ask about emergency and seasonal services include:

"What’s your typical response time for emergencies?"
"Do you provide special cleanup services for monsoon season?"
"How do you handle equipment issues between scheduled visits?"
"Are there extra fees for emergency or after-hours calls?"

A reliable emergency service can save you from dealing with urgent problems on your own.

Chemical Balancing and Repair Skills

When it comes to pool care, technical know-how can make all the difference. A skilled pool service company doesn’t just keep your pool clean - they ensure it’s safe, efficient, and built to last. From balancing water chemistry to repairing equipment, these are the skills that separate the good from the great.

Chemical Testing and Balancing

Maintaining proper water chemistry is critical for a safe and enjoyable swimming experience. This involves more than just a quick test here and there - it requires consistent monitoring and precise adjustments. A professional pool service company should have clear, systematic procedures for testing and balancing your pool’s chemical levels to meet established safety standards.

Most reputable providers test water 2-3 times per week during routine visits. They might use test strips for quick checks, liquid test kits for more detailed results, or even digital devices for the highest level of accuracy. Each method has its purpose, but the goal is always the same: keeping your pool’s water chemistry in check.

Here’s a quick breakdown of what they typically monitor:

Chemical Factor	Ideal Range	Purpose
Free Chlorine	1-4 ppm	Sanitizes and prevents algae growth
pH Level	7.2-7.6	Ensures swimmer comfort and protects equipment
Total Alkalinity	80-150 ppm	Stabilizes pH and prevents corrosion
Calcium Hardness	175-275 ppm	Protects surfaces and equipment
Cyanuric Acid	30-50 ppm	Stabilizes chlorine levels

For saltwater pools, technicians also ensure salt levels stay between 2,700-3,400 ppm.

When choosing a pool service provider, ask about their testing methods, frequency, and how they handle emergencies like chemical imbalances. A knowledgeable technician should also be able to explain tools like the Langelier Saturation Index (LSI), which helps prevent scaling or corrosive conditions. Proper chemical management doesn’t just keep your pool safe; it also sets the stage for efficient equipment maintenance.

Equipment Repair and Energy-Efficient Upgrades

Pool equipment failures can quickly turn into expensive headaches. That’s why the best service companies combine strong diagnostic skills with the ability to handle repairs efficiently, whether it’s a malfunctioning pump or a broken heater.

When evaluating a provider, ask about their team’s training and experience with leading brands like Pentair, Hayward, Raypak, and Fluidra. Companies that prioritize ongoing education tend to deliver better service and stay up-to-date with the latest technologies. For instance:

"Our staff of pool technicians is among the best trained in our industry, and we maintain a comprehensive training program, including bi-weekly classes and national training." – Millennium Pools & Spas

A good technician can spot issues like unusual pump noises, sudden water level changes, or leaks before they escalate. Regular equipment inspections during service visits often catch small problems early, saving you from costly emergency repairs down the line.

Energy-efficient upgrades are another area where a knowledgeable provider can add value. For example, installing a variable speed pump can cut energy costs by up to 70%, while energy-efficient heaters, LED lighting, and automation systems can further improve performance. When discussing upgrades, consider asking about:

Warranty coverage for both equipment and installation
Payback periods for energy savings
Compatibility with your current pool system
Maintenance needs for any new equipment

"Pool upgrades are not something that can be done as a DIY project. Our Service Repair Technicians are highly trained and licensed to install the newest and most advanced equipment upgrades to your swimming pool and spa." – Patriot Pool & Spa

Costs, Contracts, and Customer Support

When selecting a pool service provider, it's not just about their technical know-how. Pricing, contract terms, and customer support play a huge role in ensuring you get the best value and a hassle-free experience. Let's break it down.

Clear Pricing

Pool maintenance costs can vary widely depending on the size and type of your pool, as well as how often you need service. Here's a general idea of what you might expect:

Weekly pool service: $20–$50
Monthly maintenance: $30–$260, depending on services included
Annual maintenance: $960–$1,800 for comprehensive coverage

The type of pool also matters. Concrete pools tend to cost more to maintain than fiberglass or vinyl ones. Saltwater pools, while pricier to set up, usually have lower ongoing maintenance costs compared to traditional chlorine pools. For instance, in California, pool chemicals and treatments average about $180 per month during the swimming season.

When discussing pricing, ask for a detailed breakdown of services. Here's a quick look at typical costs:

Service Component	Typical Cost Range	Notes
Basic monthly maintenance	$30–$95	Includes water testing, chemical balancing, and filter checks
Comprehensive monthly service	$100–$200+	Adds vacuuming, equipment maintenance, and minor repairs
Pool opening (seasonal)	$150–$300	Covers spring startup and equipment checks
Pool closing (winterizing)	$200–$300	Ensures proper shutdown and winter protection
Emergency repairs	Variable	Costs depend on the issue and labor required

Other potential costs include water delivery ($60–$120) and electricity for pool equipment, which averages around $300 annually. Acid washing, a more occasional need, typically runs between $350–$500.

Investing in regular maintenance can actually save you money in the long run. On average, preventative care can cut costs by $1,157 per year by avoiding expensive repairs caused by neglect. As Forbes points out:

"Although performing pool maintenance yourself may save money in the short-term, more costly issues could arise if something is neglected or overlooked."

Clear pricing is a good start, but understanding contract terms is just as important.

Contract Terms and Hidden Fees

Before signing on the dotted line, carefully review the contract terms. Some companies offer flexible month-to-month agreements, while others lock you into annual plans. Choose what works best for your needs and gives you room to adjust.

Pay special attention to the cancellation policy. A fair policy should balance flexibility for customers with the company's need to manage its schedule. Key questions to ask include:

How much notice is required for cancellations or changes?
Are there penalties or fees for early termination?
What are the rescheduling policies, and do they come with extra costs?
How can you communicate changes (e.g., phone, email, or online)?

Always read the fine print to avoid surprises. For instance, some providers may charge penalties for canceling without sufficient notice. Negotiating terms, such as bundling seasonal services at a discount, can also help you save.

Customer Support and Testimonials

Good customer support can make or break your experience with a pool service provider. With competition high, companies know they need to respond quickly to questions about scheduling, pricing, or maintenance issues - or risk losing customers.

When evaluating providers, ask about their response times and support availability. Many reputable companies offer 24/7 emergency support with dedicated lines, while non-emergency inquiries are generally addressed within 24 hours. For example, Pyramid Pool Monitoring Service emphasizes their quick response times:

"We pride ourselves on rapid response times. Our system instantly alerts our team to any issues, and we aim to respond within 15 - 20 minutes, depending on the severity of the situation."

They also highlight their multi-channel support options:

"Our customer support team is readily available through phone and email. We aim to respond to non-emergency inquiries within 24 hours, and for urgent matters, we have a dedicated emergency contact line for immediate assistance."

Look for companies that offer various ways to get in touch, such as phone, email, text, or online portals. Also, ask about their service guarantees and response time commitments.

Finally, check out customer testimonials to see how the company measures up in real-world scenarios. Reviews mentioning specific experiences with customer service, emergency responses, or communication can offer valuable insights. Pay close attention to how the company addresses negative feedback - it often says more about their reliability than positive reviews alone.

Making an Informed Decision

After reviewing the provider's credentials and service details, the next step is to piece together this information to make a well-informed choice. This process involves asking the right questions and conducting thorough research to avoid unnecessary expenses down the road.

Start by verifying the company's licensing, insurance, and credentials (refer to the Credentials and Experience section). It's also a good idea to confirm their experience with your specific pool type by checking client references.

Ask for detailed, itemized estimates that break down costs for materials, labor, and timelines. Be sure to clarify policies on change orders, warranty coverage, and cancellation terms. These steps provide financial clarity and help ensure there are no surprises later.

Additionally, confirm whether the company performs background and drug screenings on employees. Take a moment to check their standing with the Better Business Bureau and search public records for any history of lawsuits.

Finally, schedule an in-person consultation to discuss your pool's unique requirements. This meeting offers a chance to evaluate the provider's professionalism. A trustworthy company will take time to understand your needs, explain their methods clearly, and showcase their expertise.

FAQs

What type of insurance should a pool service company have to protect my property and ensure safety?

When choosing a pool service company, it’s crucial to ensure they carry the proper insurance to protect your property and maintain safety standards. Start by checking for general liability insurance, which covers any property damage or injuries that might happen during their work. This is a must-have for any professional service provider.

If the company employs staff, they should also have workers’ compensation insurance. This type of coverage handles medical costs and lost wages if a worker gets injured on the job, keeping both you and their team protected.

For companies that use vehicles in their operations, commercial auto insurance is another important coverage to look for. It offers protection in case of accidents involving their work vehicles. Verifying these insurance policies ensures that your property is covered and the workers are protected, giving you added confidence in your choice.

How can I tell if a pool service company has the right experience for my pool and local area?

To determine if a pool service company has the right experience for your pool and local conditions, it’s important to ask a few targeted questions. Start by asking how long they’ve been operating in your area. Companies with local experience are more likely to understand the specific challenges of your region, such as weather patterns, soil conditions, and local regulations.

Next, find out if they can provide references or examples of similar pools they’ve worked on. This can give you a clearer picture of their expertise and whether they’re equipped to handle your specific needs. It’s also a good idea to ask about challenges they’ve encountered in the area and how they addressed them. Their responses can reveal how they manage unique or difficult situations.

Lastly, confirm that their staff hold relevant certifications, like Certified Pool Operator (CPO). This ensures they’re trained in proper maintenance techniques and safety protocols. These questions will help you assess whether the company is a good fit for your pool’s requirements.

What are the advantages of choosing a custom pool service plan instead of a standard one?

Opting for a custom pool service plan comes with some clear benefits that go beyond what standard plans typically offer. These plans are tailored to meet the specific needs of your pool, factoring in details like its size, type, and how often it’s used. This personalized approach ensures that critical tasks - such as balancing chemicals, inspecting equipment, and cleaning - are done with precision, helping to avoid expensive repairs later.

Another major perk is the flexibility in scheduling. You can set service times that work best for your routine, so your pool is always in peak condition and ready whenever you are. Plus, a personalized plan can help extend the lifespan of your pool and its equipment, offering you a safe and enjoyable swimming experience all year long.