Frequently Asked Questions
How do I schedule a Service Call?
If your cover system is in need of service, repairs or adjustments, you may contact our office
toll free at 877-473-2943 or send an email to firstname.lastname@example.org.
Our office hours are Monday - Friday from 8:30 am to 4:00 pm. Please provide your name, pool address location
and a phone number where you can be reached.
How much is your service call fee?
We try to keep our service call fee as low as possible, but with the costs of labor, insurance,
tools, gas prices, etc., we charge a $205 minimum service call fee which includes the first
hour of labor and basic service: lube pulleys, grease fittings, adjust cover operations and tighten
loose screws. We bill each additional labor hour at $185, in half hour increments.
Any cost of repairs which exceed $300 (due to parts needed or extra labor time) our technicians are instructed to stop and
get a signed estimate of approval from the customer.
Credit Card Policy
When submitting a service request we require a current Credit Card on file prior to submission of any service request. (As February of 2006) The card number will be on file for payment IF there is a bill generated. We will mail or email you a detailed invoice, outlining the service we performed and you may choose to pay with a check, cash or credit card; Visa, MasterCard, and American Express.
Please note: If the balance is not paid, the credit card will be charged after 30 days for service and 14 days for Replacement Cover Installations. Returned checks as well as accounts sent to collections are subject to a $20.00 fee, chargebacks are subject to a $35.00 fee.
Is there anything I need to do to prepare for service?
There are a few things that we request to have prepared prior to the technicians arrival to prevent
any unnecessary labor, additional charges or delays.
All stone, brick, concrete lids over the cover vault box must be removed, if aluminum
lid is not present or Release has been given to CoverPro prior to service call
Gates are unlocked and all pets are securely kept away
Garden hose spigots are accessible and operational
Pool water must be raised to the middle of the skimmer opening (operating level)
If our technician is unable to perform the requested repairs due to lack of preparation for scheduled
service, including but not limited to locked gates, no electricity or no release of masonry lid
removal, you may be responsible for our minimum service call fee on the unproductive trip and the
For the day of service, if the customer is not able to be present our technician can still provide service as long as there's access/permission
to access the property to reach the pool cover.
What if a second trip is necessary? A Call Back or Need To Return
If we are unable to complete the service repairs in one trip, due to special order parts or parts
unavailable due to our inventory, we will waive the service call fee of $205 for the first hour, if the service is
scheduled and completed within 30 days from the original date of service. Each additional hour after the first hour is billed at $185
should your tech require additional time to complete repairs.
Can I schedule a service call for a specific time?
Due to the nature of our business, with long distance travel between jobs, and the inability to
predict the technicians time on each job, we are unable to schedule specific times for a service
call. If you request, our office will phone you the morning of your scheduled service day with the
technicians approximate arrival time. If you request, our technicians may also telephone you when
they are within 15 to 30 minutes from arrival. You may also call our office on your scheduled service
date to inquire as to where the technicians have placed you in their order of jobs for the day. We
can try to estimate an approximate arrival time, but no guarantees as our days are simply un-
If for some reason we cannot get to your job on the day scheduled, every effort will be made to let
you know as soon as possible that your service/installation appointment has been rescheduled.
Please note: It is not unusual for our technicians to work until dusk.
We schedule appointments Monday through Friday. Your understanding and
satisfaction with the goods and services you receive are important to us.