Frequently Asked Questions

Every new client relationship begins with our Initial Visit—the cornerstone of a carefree pool ownership experience. A highly trained technician will evaluate your system, perform a deep cleaning, analyze and balance the water to industry standards, document findings with photos, and provide a personalized plan so you’re set up for long-term success. Once complete, we’ll guide you into our weekly maintenance program to keep your pool consistently clear, safe, and ready to enjoy.

The Initial Visit sets the foundation for reliable, consistent care. By fully assessing equipment, water chemistry, and overall cleanliness upfront, we prevent surprises and ensure your pool is ready to be maintained at a professional standard. This approach protects your investment and allows us to deliver results with confidence from day one.

Our Initial Visit is comprehensive and includes:

• Full equipment inspection (pumps, filters, heaters, automation, and salt systems)
• Complete water analysis and chemistry balancing to industry standards
• Deep cleaning service (skimming, brushing, vacuuming, baskets, and filters as needed)
• Photo and note documentation of all findings inside our system
• Personalized maintenance & repair plan tailored to your pool

We treat this like a full reset so your pool is ready for consistent, professional care.

The investment for the Initial Visit is $999.

✅ Credit Back Guarantee: 100% of this fee is applied toward your first few months of ongoing weekly maintenance. Your investment is never wasted, and it lets us begin the relationship by delivering immediate value and long-term consistency.

Why we do this: We build lasting partnerships—not one-time jobs. The Initial Visit ensures your pool is set up to be maintained at the highest level of professionalism and reliability.

No. We don’t offer standalone free estimates. The Initial Visit serves as a detailed inspection, deep clean, and professional assessment—then the full amount is credited toward your maintenance so you receive immediate value and accurate recommendations.

Typically within 24–48 hours. We reserve onboarding slots for new clients and can offer morning or afternoon appointments based on availability.

You don’t have to be home, but we love to meet our new clients. We will do an in-depth assessment and cleaning, and discussing findings in person is ideal. If you’re unavailable, we’ll follow up with detailed notes, photos, and a phone call to review the results.

No we do not service any commercial swimming pools. We specialize exclusively in residential backyard swimming pools to provide the highest level of personalized service.

Yes—with a few requirements. The pool must be a permanently installed above-ground pool (not temporary Intex/Coleman types), and it must have a deck for safe access to water level. Depending on the setup, we may require equipment upgrades before starting service to ensure compatibility with our professional tools.

No contracts. We operate month-to-month because our quality—not paperwork—should keep you with us.

Once the Initial Visit is complete and your pool is in good condition, we begin regular weekly service the following week.

Our premium weekly maintenance ranges from $349 to $499 per month, depending on pool size, condition, and equipment. The flat monthly fee includes all standard maintenance tasks and chemicals—no surprise charges.

Yes. However, we strongly recommend weekly visits for stable water quality and to prevent issues like algae blooms or cloudy water. Weekly care offers the most hands-off, carefree ownership experience.

Yes we do, but one-time services are scheduled just like any other Initial Visit.

Yes, we provide weekly and biweekly options which are both all-inclusive premium service, so every client receives the same high standard of care and results.

Yes, We provide a pricing guide right on the front page of our website so you can see what recurring maintenance costs, before signing up for the Initial Visit.

Invoices are generated on the 13th of each month for the upcoming month and are due on the 28th. You can pay manually anytime between the 13th and 28th, or enable autopay to run on the due date using your card on file.

It keeps service seamless and prevents interruptions. We never store card data ourselves—payments are processed securely through encrypted, PCI-compliant systems.

No. Card details are handled by our secure payment processor; ProActive does not store your sensitive information.

No. For security, we send a secure, encrypted link to your email so you can enter or update your card directly.

No problem. You can pay manually before the 28th. If an invoice remains unpaid by the due date, your card on file will run automatically to keep service active.

Recurring maintenance invoices are generated on the 13th of each month and due by the 28th.

Invoices are due on the 28th of each month for the upcoming service period.

Yes. You may pay manually anytime between the 13th and the 28th via the payment link in your email.

If a payment is missed, service will be paused until the account is current. There is a $39 restart fee to reinstate service and place you back on the route.

No, We provide digital invoices via email for speed, convenience, and easy record-keeping.

Yes. We’re truly month-to-month with no long-term contract required.

Just contact us before the next invoice due date to pause service

Just let us know before the next invoice due date. We’ll complete the current billing cycle and close your account without penalty.

Yes. Weekly service is strongly recommended for the best water quality and the most carefree ownership experience. But you can change at any time. You will complete the month at whatever level you have paid for, then the change will be made in the next billing cycle.

Enjoy your trip—we’ll keep the pool in top shape while you’re away. You’ll return to clear, balanced water that’s ready to swim.

Yes. We can repair most pool equipment including plumbing, pumps, filters, heaters, automation, and salt systems. Our goal is safe, efficient, and lasting operation. However, we do not do any digging or leak location, so as long as it is exposed we can probably fix it.

Yes. We install pumps, filters, heaters, salt systems, and automation/control systems and set them up to manufacturer specifications.

Yes. We install and service salt systems, including sizing, startup, and optimization.

Yes. We design and install automation systems so you can manage your pool from a phone or control panel

Yes. We install and optimize energy-efficient variable speed pumps that often qualify for utility rebates, lowering your energy costs while improving circulation.

Yes. We can process the $900 Duke Energy rebate for qualifying variable speed pump installations—just provide your Duke account number.

For our recurring clients, we can often we can provide an estimate without requiring a full diagnostic visit. But if an onsite diagnostic by a trained repair technician is required, $299 fee does apply. The technician will inspect and diagnoses the issue, then we email a detailed estimate. Once you approve the estimate, we schedule the repair.

Most repairs are completed within a few days of approval, depending on parts availability and scheduling.

Yes. We stand behind our repairs with warranties for workmanship and applicable manufacturer coverage.

Please call us right away. We do prioritize urgent repairs (e.g., leaks, equipment failures) and advise on immediate steps to protect your pool.

Each visit includes skimming, brushing, vacuuming, emptying baskets, checking and optimizing equipment, and balancing chemicals as needed. We document notes and photos in our system after every visit for full transparency.

Yes. Standard chemicals are included in our flat monthly rate for weekly maintenance.

If your pool turns green due to an error on our part, we’ll make it right. We’ll schedule a green pool rescue and restore clarity quickly.

If weather prevents safe service, we’ll reschedule and notify you. When possible, we’ll still assess chemistry and equipment so your pool stays on track.

Yes. Brushing and vacuuming are standard at every weekly visit (with method adjusted to pool type and condition).

Yes. We inspect equipment on each visit to catch small issues early and keep systems running efficiently.

Yes. Your technician logs detailed notes and photos in our system after every visit so you always know the status of your pool.

Unfortunately we cannot honor specifici day of the week requests. Routes are optimized by area for efficiency and reliability.

The best way to communicate with Proactive is to simply reply to the Visit Report that we send after each visit. This ensures accountability, timely responses, and that nothing falls through the cracks.

Yes, but we do require to work directly with the owner. Our Initial Visit serves as a thurough real estate inspection report for buyers, sellers, and agents—covering equipment condition, water quality, safety notes, and recommended repairs.