I’m a new customer, what do I need to know?
Welcome to the family!! We’re so glad you’re here. We do not have contracts, however upon scheduling our service, you agree to our Terms & Conditions.
Please provide a clear safe path free of pet waste and foliage to your pool, equipment and its surrounding area for our crews safety. ***If your pool area has an accumulation of pet waste or foliage around the area that prevents service, your pool will be skipped that week. We will notify you via email if this happens.
All pets must be inside or secured prior to service - there are no exceptions. If you have dogs, we will need confirmation that they are not in the pool area prior to service. Your technician will reach out to you when they’re on their way to request access. If they do not hear back from you and the dogs are outside, they will skip service for that week. We understand sometimes you may be unavailable to respond, in which case you can text your technician the morning of your service day to inform them the dogs are inside and they will proceed without contacting you. We are willing to work with you on this, however safety of our crew is number one.
Family First Pool Service must have access to your pool area on your assigned service day. If we arrive and cannot access your pool, we will exhaust all efforts by calling, texting and knocking on your door. If your technician receives no response, they will skip your service and will resume on your next scheduled service day.
It is your responsibility to monitor your water level, add water when needed, lower your water when needed and make appropriate repairs if a leak develops.
Family First Pool Service provides full service each week including cleaning, chemical balance and filter cleans (as scheduled) unless there is heavy rain, thunder or lightening in your area. In which case, we will chemically treat your pool if needed and clear baskets. Your regular full service will resume on your next scheduled service date. This will be noted in your weekly service email.
Providing service before and during Hurricanes or other Acts of God is at the sole discretion of our management and owners. If such an event(s) occur and we cancel service on your service day, service will resume on your next scheduled service day.
If your pool is heavily impacted by a Hurricane or Act of God, there may be a surcharge for cleanup. Our weekly maintenance is intended for maintenance only. Please contact us immediately if this happens so we can discuss. We will not perform service until we confirm the surcharge with you.
We bill ahead. Invoices are emailed or mailed on the 20th of the month for the next months service and are due by the 10th of the month of service. Example: November invoices are sent on 10/20 due 11/10. We give a 10 day grace period. If payment is not received on or before the next billing cycle, service will be suspended unless you make arrangements with us. Our preferred payment method is Zelle or Check (they don't charge us fees), you can also pay through your invoice in Quickbooks or PayPal. Recurring payments are easy to set up with: Zelle, Auto Checks from your bank or through Quickbooks online.
If your account is 30 days past due, a late fee of $25 will be added to your late invoice and service will be suspended with no adjustments made for skipped service until the past due balance is paid in full including the late fee.
Frequently Asked Questions
How often do you clean my filter?
Florida is different from many other states due to our hot humid weather and unforgiving sun. This also allows us to use our pool for longer and sometimes year round with a heater. In the summer months, we set our filter schedules to every 4 weeks for cartridge, DE and Sand filters every 8 weeks. You will receive an email each time your filter is cleaned.
What is not covered in my monthly service?
Cleanups from major storms and hurricanes. If your pool and property are hit by a storm and the cleaning required is above and beyond our regular service - we will provide a written (emailed) estimate that requires your approval prior to rendering any services outside of maintenance cleaning. We are fair and reasonable should these situations arise.
Phosphate treatments. Every pool is different with phosphates. Some require treatments every year and some won’t need them for 3-5 years or even more in some cases. Refer to how to keep your pool clean between visits and dogs entering your pool to help you keep your phosphate levels down.
Deep filter cleans. Sand and DE filters can require deep cleans and sand change outs from time to time. While we do the basic backwash for these filters, the additional deep clean (taking components apart) is not covered in your monthly service.
Repairs. We do our best to stay on top of small repairs that do not take additional time - replacing o-rings and tightening fittings to prevent or stop leaks. From time to time your pool will require repairs and additional maintenance that is outside of the time allotted for your weekly service. We will notify you immediately of these circumstances and schedule a service call to remedy.
Service calls. If you need service or assistance outside of your regular weekly service time, we will schedule a service call. Examples include: your pool isn’t turning on, repairs or additional maintenance, pool water level, special event additional cleaning (outside of your weekly service), installation of vacuums or other equipment.
Black Algae Treatments
How can I keep my pool clean between visits?
Move all potted plants away from the pool especially when it rains. Wind, rain and falling foliage can dirty your pool. When potted plants get an excess of water, the soil frequently ends up in your pool if the pot is too close. Even runoff from plants several feet away can dirty your pool.
Keep your pool deck free of dirt and debris. Sweeping, spraying and even vacuuming your pool deck can make a big difference in the amount of dirt that ends up in your pool.
Door mats and rugs can help slow down the amount of dirt and debris that enters your pool area.
Foliage, rock or mulch around the outside perimeter of your pool deck can hold sand, soil and dirt in place during wind and rain.
Clean your pool cage screens. Using a blower, low pressure washer, sweeping or having a professional clear any debris from your pool cage screens will lower the amount of sediment that falls through the screen into your pool.
Clear branches overhead. The more foliage above your pool means more foliage IN your pool.
Still unsure, ask one of our pool professionals to give you a quick personalized assessment for your pool surroundings.
Are we closed for holidays?
FFPS will be closed the following days in 2025. Your pool technician will prepare your pool the week before.
- January 20-24
- February 17-21
- November 24-28
- December 22-26
Terms & Conditions
The ownership/possession of a swimming pool/spa is a source of great pride and joy. However, given the potential dangers arising from the use of swimming pools/spas, your ownership/possession of a pool/spa also places upon you important responsibilities. FFPS HOLDINGS LLC may also be referred to as Family First Pool Service or Family First Pool & Patio from here forward
Swimming pools/spas, both commercial and residential, are subject to local, state, and federal laws and regulations – mostly designed to ensure that you and your guests can enjoy your swimming pool/spa in a safe manner and that children do not have unsupervised access to your swimming pool/spa. Owners/Possessors of swimming pools/spas have a primary and non-delegable duty to ensure that their swimming pool/spa complies with all applicable local, state and federal laws and regulations.
Please be aware that when you retain our services to conduct routine cleaning and/or chemical maintenance, or to replace or repair broken equipment, or to install new equipment for your swimming pool/spa (i.e., pumps, filters, motors, plumbing, fittings, drain covers, etc.), WE DO NOT UNDERTAKE THE RESPONSIBILITY OF INSPECTING YOUR POOL/SPA FOR COMPLIANCE WITH ALL APPLICABLE LAWS AND REGULATIONS. Our work is limited to what has been specifically requested and we do not inspect the entire swimming pool/spa for legal compliance.
Improper water chemistry could lead to the growth of algae and/or bacteria that can cause illness. Natural events, including heavy rain, can affect water chemistry in your pool/spa. Likewise, swimmers can introduce bacteria (especially children that are not potty trained). Additionally, some people are allergic to chlorine or other types of chemicals that may be required to properly service your swimming pool/spa. Although Family First Pool Service undertakes the obligation to maintain certain aspects of your swimming pool/spa water chemistry, periodic cleaning of the pool/spa, filter, skimmer basket, pump basket, and water-line tile, at certain intervals of time, there are too many factors that can affect water chemical levels and cleanliness between service visits. Therefore, Family First Pool Service does not guarantee that chemical levels will remain adequate between scheduled maintenance visits or that all aspects of the swimming pool/spa will remain clean between visits. In the event black algae develops, its treatment is not covered under any weekly/monthly recurring service plan. Should you desire treatment for black algae, an estimate for such treatment shall be provided. We are further not responsible for cleaning of the deck area, toys/games/inflatables left in or around the pool, deterioration of the swimming pool/spa finish, formation of stains, or pets. We strongly recommend that pets not be allowed access to the swimming pool/spa area on your service day.
Swimming pools/spas are sources of numerous other hazards, including the danger of drowning due to the inability to swim or a sudden medical condition, suction entrapment, electrocution, etc. It is your obligation to ensure that your swimming pool/spa complies with all local, state and federal laws that affect swimming pools/spas like yours and that are designed to minimize the dangers involved in the ownership, possession, and use of swimming pools/spas.
Additionally, you understand that a swimming pool/spa can lose water through evaporation and may also develop a water leak, which is your responsibility, and that can lead to higher water bills, increase in chemical consumption, and possibly cause damage to any adjacent home or building depending on where the leak is located. As such, it is your responsibility to monitor your water level, add water when needed, and make appropriate repairs if a leak develops.
Furthermore, components of your swimming pool/spa including, but not limited to, your pump and filter system, due to regular wear and tear, sometimes break during regular maintenance or repair to an adjacent component. Replacement of these components is your full responsibility. Although not limited to, components can include your pump, motor, filter, automatic chlorinator, automatic sanitation system, heater, valves, piping, suction vacuum release systems (SVRS), time clocks, pressure gauges, automatic control systems, in-floor cleaning systems, automatic pool cleaners, skimmer/pump baskets, and fountains,
You, the customer, are required to become familiar with all applicable local, state, and federal laws affecting your swimming pool/spa. Furthermore, Family First Pool Service strongly encourages compliance with all such laws designed to increase swimming pool/spa safety even if your swimming pool/spa is not required to be in compliance with those laws.
One of the primary dangers involving swimming pools is that involving suction entrapment. New swimming pools/spas are required to have safety features that may not have been required when your swimming pool/spa was built. Even if current laws and regulations do not require you to install such safety features, Family First Pool Service strongly encourages you to consider voluntary compliance with such laws and regulations including, but not limited to, the replacement of all drain covers, installation of a safety vacuum release system (SVRS) and barriers such as a safety cover or fence that will prevent unauthorized access to the water.
Family First Pool Service is not liable for any damages to pool, equipment and surrounding areas as a result of normal maintenance, chemical dosing and cleaning. Damages to marcite, newly resurfaced pools and decks are not the responsibility of Family First Pool Service and cannot be held liable for any charges relating to such damage.
By executing this agreement, you agree, on behalf of yourself and any and all of your dependents, that under no circumstances shall Family First Pool Service, a Family First Pool & Patio, FFPS Holdings LLC, or it’s agents and employees be liable to you, the customer, and/or your dependents, for compensatory, incidental, consequential damages of any nature that arise out of the proper or improper use, maintenance, or access to your swimming pool/spa and its related components, whether alleged as resulting from breach of warranty by Family First Pool Service, the negligence of Family First Pool Service and/or its agents or employees (whether in the provision of services, or otherwise), or otherwise, unless the liability is based upon acts of gross negligence by Family First Pool Service and/or its agents or employees. Furthermore, you, the customer agree to hold Family First Pool Service harmless and agree to indemnify Family First Pool Service (including a duty to defend Family First Pool Service) for all loss(es), injury(ies) or claim(s) that arise out of your swimming pool/spa, even if the damage or injury being claimed is caused by Family First Pool Service’s negligence (including negligent service by Family First Pool Service), unless the damage or injury was caused, in whole or in part, by Family First Pool Service’s gross negligence.
You, the customer, acknowledge that you are aware that the pool/spa maintenance services that Family First Pool Service provides does not guarantee that your swimming pool/spa is safe or non-defective. As noted above, swimming pools/spas give rise to many dangers, some open and obvious, and some hidden or difficult to notice.
In the unlikely event of litigation, including appellate proceedings, between you and Family First Pool Service, Family First Pool Service shall be reimbursed on demand, for all costs and expenses (including attorney fees and expenses) that are incurred as a result of the litigation.
This agreement constitutes the entire agreement between you, the customer, and Family First Pool Service. You, the customer, agree that any representation, promise, condition, inducement or warranty, express or implied, not included in writing in this agreement shall not be binding upon any party.