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The Etiquette of Performing Warranty Work

When it comes to performing warranty work, there is are some unspoken rules and an implied etiquette pool companies are expected to follow.

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The Etiquette of Performing Warranty Work

Over the last two years, the pool industry has declined in leads and sales. With high inflation, customers are looking to save money on services around the house. Conversely, pool companies are looking for ways to increase sales with additional services. A standard idea many companies have tossed around is becoming a warranty station for one of the major manufacturers. This train of thought has always been considered a smart way to get into customers’ yards. While this has some truth behind it, there is still an etiquette that warranty station companies need to follow.

Read The Fine Print

Many manufacturers require pool firms to sign no solicitation of service agreements when becoming a warranty station. This includes not contacting end users with any mailers, door hangers, selling products, etc. It is essential that equipment installers and service companies feel comfortable with other companies going into their customers’ yards and not losing business.

Andrew Williams of Williams Pool Care commented. “Unfortunately, poaching customers is a growing trend in the industry and not necessarily due to a misunderstanding. If a warranty station is referred, the warranty company should not approach the customer about service/repairs. Even if a customer approaches them while on site.”

Deftly Handling Customer Requests

But what should someone do when a customer approaches them about service/repairs? An option could be telling the customer you are there to complete the warranty issue and for them to contact their pool service technician or installer. Another option would be asking who their current pool service company is if you don’t already know. Once they mention which service company they’re working with, you should begin by asking why they are looking for another company. Common responses that may come up are that they are happy with their service, but are shopping around for a better price, or they would like to have someone service their pool who is familiar with the equipment they have. In either of these situations, it is in your best interest to let the customer know you are there for the warranty but can speak with their current service provider about their concerns. You would be surprised how appreciative the pool service company can be in handling these situations.

“The best thing I could say about warranty service is that, ultimately, the installer and manufacturer of the product are your customers. Providing good and timely service in the yard puts the installer and manufacturer in a good light, which will help build and maintain your relationship with the people and companies that give you work. Saying bad things to the end user about the installer or manufacturer’s product will eventually get back to them and can jeopardize those relationships,” said Dominic Borelli of Borelli’s Pools, a top Jandy Warranty Station.

Being a Warranty Station is a Symbiotic Relationship

Without the installers and equipment manufacturers, the job opportunities offered to warranty stations would not be available. To be a successful warranty station, you must learn to communicate in two ways with the homeowners. First, once you have received the warranty claim information, contact the customer. Most manufacturers require that the homeowner be contacted within 48 hours. During this initial conversation with the homeowner, it is essential to let them know when you can come out and assess the issue, as well as let them know that you are there to warranty a defective product; if it is not a faulty product, there could be a service call fee. Some may respond defensively, but it is better to prepare them of that possibility than to tell them on the spot.  If you find the issue is an installer error, you may want to contact the manufacturer’s technical rep and the installer before telling the end-user. They need to know what is happening so it can be solved with the best approach without throwing the installer or manufacturer under the bus.

After the warranty assessment has been completed and all information regarding the warranty claim has been relayed to the installer, then it’s best to have the homeowner call the installer so they can convey what was wrong, how it was fixed, or even what the plan will be moving forward. This approach will help eliminate misunderstandings between you, the homeowner, and the installer. We want everyone to have a positive warranty experience.

Craig Dennet of Dennett Pools in Roseville said, “You need to be communicative, prepared, and supportive of the company that is buying from the manufacturer and of the manufacturer. People with an issue with a new pool must remember they are excited about their pool, and we must keep that flow of energy going with it. You can’t be a Debbie Downer. No offense to Debbie.”

Understanding Your Role

Ultimately, becoming a warranty station for major manufacturers is a strategic move that can significantly benefit pool companies, but it demands adherence to a strict code of conduct. Honesty, integrity, and good communication are the cornerstones of this role. By respecting the obligations that all parties have to one another and maintaining professionalism throughout the process, companies can foster positive relationships with pool service professionals, installers, and homeowners.

One of the key aspects of being a successful warranty station is the ability to navigate the fine line between addressing warranty issues and respecting the existing service relationships. When approached by homeowners for additional services, warranty technicians should tactfully refer them back to their current service providers, unless explicitly authorized otherwise. This not only demonstrates respect for the existing service provider but also reinforces the warranty station’s commitment to ethical practices.

Remember, at the end of the day, the role of a warranty station is not merely about making repairs but about upholding the reputation of the manufacturers and fostering long-term relationships with installers. By delivering timely, professional service and maintaining open lines of communication, warranty stations can enhance their credibility and secure more business opportunities in the future.

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Kelli Clancy is a seasoned pool industry professional and owner of Legacy Pool & Spa in Sacramento, CA. Aside from being a frequent contributor to Pool Magazine, she is one of the founders of PGP - Pool Girl Pro Industry Training Group.

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Pool Maintenance

The Hidden Liability of a Green Pool

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The Hidden Liability of a Green Pool

When a green pool is simply left to turn into a stagnant, algae-infested basin, it isn’t just an eyesore—it can become a serious public-health and legal hazard. Neglected pools serve as ideal breeding grounds for mosquitoes capable of transmitting diseases such as West Nile virus and Zika virus.

From a pool-industry perspective, the issue is clear: an unmaintained pool is not simply a dormant asset—it can generate liability, drive down property values, invite municipal code enforcement, and create safety hazards beyond the usual concerns of drowning, slip-and-fall, or equipment failure.

Neighbor’s Viral Photo Raises Questions About Pool Neglect and Liability

After a photo of a backyard pool completely overtaken by algae and vegetation began circulating on Reddit, it quickly became a viral talking point. The photo wasn’t taken by a passerby or an inspector—it was snapped by a frustrated neighbor fed up with living next to what had become a swamp. The homeowner had apparently abandoned their pool a decade ago, leaving it to fill with algae, debris, and rainwater until nature completely reclaimed it.

One homeowner shared a photo showing how their neighbor’s abandoned pool had been left to deteriorate, allowing nature to completely reclaim it. Photo Credit: Reddit

When the neighbor shared the image online, the post went viral, and commenters couldn’t believe it was once a swimming pool. Many asked how anyone could be allowed to let their pool reach that point and why local authorities hadn’t stepped in. Beyond the shock factor, the discussion struck a nerve—it wasn’t just about aesthetics, but about responsibility, public health, and the fine line between private property rights and community wellbeing.

Homeowner Responsibilities When a Pool Is Neglected

In many jurisdictions, local codes define standing water that can breed mosquitoes as a “public nuisance.” For example, the City of Los Angeles Municipal Code states that any standing water on private property that has become a breeding source for mosquitoes is declared a public nuisance and an immediate threat to public health.

Similarly, under California law, county health-agency information sheets note that neglected swimming pools may produce millions of potentially infected mosquitoes and that local vector-control agencies may enact abatement proceedings, impose fines of up to $1,000 per day, or place a lien on the property.

In short, a homeowner who allows a pool to remain stagnant and untreated may find themselves subject to enforcement action, abatement costs, and fines or judgments.

Code Enforcement & Abatement Processes

In the City of Huntington Park, California, ordinances require property owners to maintain swimming pools in a manner that does not allow mosquito breeding, including emptying or keeping dry any pool that is abandoned or not in service. Violations are considered infractions punishable by fines.

In Los Angeles, vector-control authorities can issue a 72-hour notice to secure and abate the nuisance; failure to comply can result in misdemeanor charges. The municipality may then perform the abatement work and bill the cost to the property owner, often adding administrative surcharges.

For pool builders, remodelers, and service contractors, this highlights a key education point: failing to act is not just the homeowner’s problem—it can quickly become a legal one.

General Liability: Premises & Attractive Nuisance

Beyond mosquito-vector issues, neglected pools still carry the classic “attractive nuisance” liability. Legal experts note that when a property includes a feature likely to attract children—such as a pool—a homeowner owes an increased duty of care, and failure to maintain it may heighten civil liability.

Combine that with visible neglect (green water, unsecured fencing, vegetation overgrowth), and a homeowner may face multiple forms of exposure: vector control, code violation, and premises liability.

Public Health & Neighborhood Impacts

From a public-health standpoint, a single neglected pool can become a prolific mosquito nursery. Health agencies report that mosquito eggs can hatch in as little as 7 to 10 days in stagnant water, and that one neglected pool can produce millions of mosquitoes in a single summer.

Neighborhoods and HOAs should take note: one person’s abandoned pool quickly becomes everyone’s problem. Municipalities are increasingly monitoring such sites, especially in areas prone to vector-borne disease.

Practical Alternatives: What Should Homeowners Do Instead?

Evaluate: Remove, Mothball or Maintain?

When a homeowner asks what to do instead of watching their green pool turn into a mosquito resort, the answer depends on intent and condition. Three main strategies emerge.

1. Full Removal or Back-fill

If the pool is no longer in use and there’s no plan to service it, complete removal or back-fill may be the most responsible course. The Pool & Hot Tub Alliance recommends draining, filling, and rendering an abandoned pool incapable of holding standing water.

From a liability standpoint, this eliminates the basin, the standing-water hazard, and ongoing obligations.

2. Mothballing (Seasonal Maintenance and Covering)

If the pool might be used again, seasonal maintenance and proper covering is the practical alternative. This means keeping water circulating and sanitized, using a secure ASTM-rated safety cover, removing debris, and ensuring no place for stagnant water to accumulate.

Simply covering a pool with a loose tarp isn’t enough; water can still collect on the surface, providing mosquito habitat and a drowning hazard.

3. Active Maintenance (In-Use Strategy)

If the pool remains in use, standard maintenance applies: circulation, filtration, sanitation, and algae control. Even when not used daily, the system cannot simply be turned off. Well-maintained pools eliminate food sources for mosquito larvae and reduce the chance of infestations.

Annual inspections or off-season maintenance remain good practice for responsible homeowners.

Role of Pool Builders and Service Companies

This topic creates a strong value-add opportunity for pool professionals. Educate homeowners about the risks of abandonment, offer winterization or closure plans, and provide turnkey removal options. Present written proposals outlining costs, compliance issues, and long-term benefits. Helping clients make informed decisions reduces liability for both homeowner and contractor.

Neighborhood and Public-Health Impact

Condition of PoolMosquito Breeding RiskPotential Legal/Code Consequence
The pool is fully maintained and in useMinimal – filtration and sanitizer remove larvaeStandard homeowner liability (fencing, drowning)
Pool inactive but drained/back-filledLow – no standing waterLow code-risk if properly closed
The pool is inactive but covered, yet water remainsMedium-high – water on the cover or basin supports breedingModerate code risk unless cover meets safety specs
Pool inactive, no maintenance, green waterHigh – millions of larvae possibleHigh risk of abatement, fines, lien, or criminal sanction
Pool inactive, unsecured, green waterVery high – drowning + vector hazardHighest risk: multi-agency enforcement

Key Takeaways

• Neglecting a green pool can lead to fines, liens, or criminal penalties.
• Every homeowner must decide responsibly: maintain, mothball, or remove.
• Doing nothing is the riskiest and costliest choice.
• For professionals, this is an educational moment to reinforce that pools require stewardship—not abandonment.

Final Thoughts

When a homeowner says, “I’m just going to stop using it and let nature take its course,” what they are really doing is inviting legal and environmental trouble. For the pool industry, this is an opportunity to emphasize that our role extends beyond construction and service—we also help protect communities from public-health hazards.

A neglected pool isn’t just unsightly; it’s a potential liability and a vector-control issue. By guiding homeowners toward maintenance, proper closure, or removal, we help preserve not only their property but also the well-being of their neighbors.

Feature Photo Credit: Reddit

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Op Editorials

Acid Washing Safety: What Every Pool Pro Should Know

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Acid Washing Pool Safety: What Every Pro Should Know

There’s something deeply satisfying about seeing a dull, stained pool surface turn bright and clean again after a good acid wash. It’s like hitting the reset button on a pool that’s seen better days. But as any seasoned pool pro knows, this powerful process comes with some serious risks. 

Acid washing uses muriatic acid (hydrochloric acid)—a chemical strong enough to dissolve mineral buildup, algae, and stains. That same strength, though, can cause burns, lung damage, and serious injuries if not handled the right way. Knowing how to stay safe isn’t just a good idea—it’s essential for protecting yourself, your crew, and your customers. 


Why You Can’t Cut Corners on Safety 

Muriatic acid is no joke. A splash on your skin or a breath of concentrated fumes can do real harm in seconds. It can also eat away at pool finishes and metal fixtures if it’s not used properly. The goal is to make the pool look better—not cause damage or danger along the way. 

When you follow safety protocols, you’re not just checking boxes—you’re building a reputation for professionalism and responsibility that customers notice. 


Safety Basics Every Pool Pro Should Practice 

1. Paperwork Isn’t Just Paperwork 

Before you start mixing anything, make sure your Hazard Communication Program is up to date. Have Safety Data Sheets (SDS) for every chemical you use, and double-check that all containers are clearly labeled. This may seem tedious, but if something goes wrong, this documentation can be a lifesaver—literally and legally. 

2. Dress Like You Mean It 

When you’re handling acid, jeans and sunglasses aren’t enough. You’ll need: 

Acid-resistant gloves (rubber or neoprene)
● Chemical splash goggles and a face shield
● Long-sleeved acid-resistant clothing or a Tyvek suit
● Closed-toe, chemical-resistant boots
● A respirator with acid-gas cartridges if ventilation isn’t great

It might not be a fashion statement, but it’s definitely a safety statement. 

3. Let It Breathe

If you’re working in an indoor pool or a deep end, acid fumes can build up fast. Always use fans, open doors and windows, and wear a respirator if needed. OSHA even considers an acid-washing pool a permit-required confined space—so don’t take chances. When in doubt, step out and get fresh air.

4. Mix with Care 

There’s one golden rule every pool pro should memorize: Always add acid to water—never water to acid.  Doing it backwards can cause an instant, violent reaction that splashes acid everywhere. Mix outdoors, use plastic containers, and keep people (and pets) far away while you work. 

5. Be Kind to the Environment 

Once you’ve finished the wash, it’s time to neutralize the leftover acid with sodium bicarbonate (baking soda). Never let untreated acid flow into a storm drain or onto the lawn. Not only is that harmful, it can also get you in trouble with local environmental agencies. Take a few extra minutes to neutralize properly and practice disposal according to local rules. 


Two Is Better Than One 

Whenever possible, don’t go it alone. Have another technician on deck while you’re in the pool. That second person can pass tools, monitor fumes, or call for help if something unexpected happens. It’s simple teamwork that makes the job safer for everyone. 

Be Ready for the “What-Ifs” 

Even with the best precautions, accidents can happen. Make sure you have: 

● An eye wash station or portable eyewash bottle within arm’s reach
● A fresh water source nearby for rinsing skin or eyes
● A neutralizing agent like baking soda ready to go
● Up-to-date first-aid training for handling chemical exposure

At Pool Troopers in Tampa, FL, for example, every employee is issued proper safety gear and trained on SDS procedures—an approach all pool companies can learn from. 

The Bottom Line 

Acid washing is one of the most dramatic makeovers you can give a pool—but it’s not something to take lightly. The right preparation, gear, and mindset make all the difference between a successful job and a dangerous one. 

If you’re looking to sharpen your safety skills, check out the OSHA 10 Course for Pool Pros that I offer through Space Coast Pool School. It’s a great way to stay informed, stay compliant, and most importantly—stay safe. 

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Industry News

Winter is for Strategy: Build Your 2026 Business Plan Now

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winter-pool-business-planning-hero

As the last pools are covered and the phone calls settle down, winter gifts the pool industry something rare: time to think.

For builders, service pros, and retailers alike, winter isn’t downtime — it’s the strategic season. It’s when smart operators look beyond the next call or contract and start shaping the business they want two years from now.

“Winter is when we build the business, not the pools,” says Jake Henderson of Blue Horizon Pools, who uses December to review margins, reset systems, and plan hiring before spring rushes back in. “If we wait until March to think strategically, it’s already too late.”

Across the industry, that mindset shift is catching on. Instead of winding down completely, more companies are using winter to strengthen their foundations by refining systems, training teams, and designing growth plans for 2026 and beyond.

Because in today’s market, the companies that treat winter as an opportunity, not an off-season, are the ones leading the pack when the weather warms up.


From Reaction to Intention

After the intensity of summer, the quiet of winter brings clarity. The rush fades, phones calm, and for the first time in months, owners can actually think.

It’s the perfect time to step back and ask big-picture questions: What worked? What didn’t? What do we want to do differently next year?

That space for reflection is what separates reactionary businesses from intentional ones.

“We used to treat January as catch-up season,” says Angela Ruiz of ClearBlue Pool Services. “Now it’s strategy season. We review our wins, fix the bottlenecks, and set our training plan for the year ahead. It changes everything.”

For many companies, this kind of winter planning isn’t about filling out spreadsheets — it’s about creating space to think. It’s also about designing a business that works on purpose rather than by momentum.

Winter gives owners emotional, operational, and financial distance. The stress of the season melts away and you can finally look at your business without the noise of chlorine deliveries, weather delays, and customer calls.

That distance is what allows growth-minded companies to identify patterns, anticipate challenges, and align their next moves with long-term goals.


What the Pros Are Doing This Winter

Across the country, pool professionals are putting their quiet months to work. Instead of to-do lists, strategic initiatives are forged and designed to strengthen their business before the next rush hits.

1. Modernizing Systems

Technology is taking center stage this winter. Companies are upgrading scheduling software, linking accounting tools, and adopting CRMs that help teams communicate more efficiently.

“We finally integrated our job tracking and invoicing software,” says Tony Miller of AquaEdge Pools. “It’s saving us hours every week and eliminating those little mistakes that used to cost us credibility.”

For many owners, it’s not about chasing the latest app. It’s more about using the off-season to simplify and systemize. When spring hits, there’s no time to experiment. Winter is when operational upgrades happen quietly in the background so the busy months can run smoothly.

2. Investing in People

Ask any pool company what their biggest challenge is, and you’ll hear the same answer: labor. Skilled, motivated, reliable labor.

swimming-pool-water-testing

That’s why many firms are treating winter as their training season. Cross-training service techs, offering leadership workshops, and paying for certifications are becoming common winter investments.

“We started a mentorship program for our younger crew,” says Henderson. “It keeps them engaged, and by spring, they’re already ahead of schedule on skills.”

Companies are also rethinking retention — offering flexible scheduling, performance bonuses, or simply creating space for team members to be heard. As Ruiz puts it: “If you don’t invest in people during the slow months, you’ll spend twice the amount replacing them during the busy ones.”

3. Refreshing the Brand

With fewer site visits and customer calls, winter is prime time to update your public face. Many businesses are using the off-season to revamp their websites, refresh photography, or launch new marketing campaigns.

“We do our brand audit in January,” says Miller. “New photos, updated testimonials, maybe a fresh logo tweak. By the time homeowners start dreaming about their next pool, we’re already in front of them.”

Others are leaning into storytelling by publishing project spotlights, filming behind-the-scenes videos, or writing articles that show their expertise. The off-season is the ideal moment to build authority and trust before the buying season begins.


Looking Ahead: Planning for 2026, Not Just 2025

Many business owners are no longer planning for the next season. They’re planning for the next two. With technology, materials, and customer expectations evolving so rapidly, forward-looking strategies are becoming the new norm.

Sustainability, automation, and efficiency top the list of 2026 priorities. Builders are exploring energy-efficient equipment and low-impact materials; service companies are focusing on automation and predictive maintenance; retailers are diversifying their offerings with smart pool technology.

“We’re budgeting for next year’s upgrades, but also setting aside for 2026 equipment transitions,” says Ruiz. “We know automation and energy savings are where the market’s heading. Planning ahead gives us a competitive edge.”

That kind of foresight also protects companies from economic swings. As discretionary spending fluctuates, diversified and well-structured businesses are more likely to stay stable.

In other words: when competitors are coasting, the strategic ones are charting.


The New Shape of Winter Strategy

The modern pool professional’s off-season isn’t about hibernation — it’s all about transformation.

Here’s what’s changing:

  • Data-Driven Decision Making: More owners are tracking metrics year-round — from profit margins to lead conversion rates — and using winter to analyze that data in depth.
  • Collaborative Planning: Instead of keeping plans top-down, many companies now involve their teams in goal setting. “It builds ownership,” says Miller. “People buy into what they help build.”
  • Sustainable Growth: Fast growth isn’t the goal anymore. Smart growth is. Companies are choosing intentional scaling by adding services or expanding geography only when systems can support it.

There’s a growing awareness that the pool industry, once driven by instinct and tradition, is now defined by planning, professionalism, and adaptability.


Community Over Competition

Another emerging theme this winter: collaboration.

Across regions, owners who used to view each other as competitors are now comparing notes, sharing resources, and supporting each other’s success. Whether through online groups, trade associations, or informal meet-ups, there’s a sense that the industry wins when everyone levels up.

Pool Trade Show Season Kicks Off in 2025 with The Pool & Spa Show in Atlantic City

“We share our vendor contacts, talk about pricing pressure, even swap advice on hiring,” says Ruiz. “Five years ago, that would’ve been unheard of. Now, we all realize we’re fighting the same challenges.”

That openness has made planning seasons like this one richer and more productive. When people talk honestly about what’s working, the entire industry grows stronger.


A Season for Builders to Build

Every strong season begins with choices made in the quiet months — in the calm before the rush.

Winter gives pool professionals something rare: time to think. And for those who use it wisely, that time becomes the foundation of growth, stability, and innovation.

“The work we do now pays off all year,” says Henderson. “We treat the winter like we treat excavation — it’s the groundwork. If you skip it, nothing else stands right.”

When the phones start ringing again, the companies that used winter for strategy won’t be scrambling. They’ll be ready with systems dialed in, teams aligned, and goals set in motion.

Because success in the pool industry might be built in the summer, but it’s planned for in the winter.

So grab a notebook, pour a cup of coffee, and ask yourself: What kind of business do you want to open in the spring?

Winter is the time to build it.

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