Policies and Answers

To better serve our customers, this section is devoted to common questions, answers, and resources relating to our pool and spa services. This includes warranties, frequently asked questions, and our civility policy.

Civility Policy

Pool Center is committed to providing high quality service and products.


We understand that sometimes pool and spa issues can be stressful and disappointing and we wish to help however we can.


Unfortunately, certain customers have decided that the best way to solve issues is to berate, verbally assault, or threaten our employees.


This behavior is unacceptable in any form and Pool Center reserves the right to discontinue service immediately and settle outstanding builds if a customer behaves inappropriately.


We ask that all customers treat our employees with respect and dignity.

Product Warranties

Large ticket items carry manufacture warranties that are honored by the manufacturer and executed by Pool Center. Not all products carry warranties and not all issues are covered by products that do have warranties. When making a purchase, we encourage customers to educate themselves on what warranties apply to their new product and for how long that coverage applies.


Heaters, hot tubs, liners, pools, robotic vacuums, and pumps all carry manufacture warranties, however, the length and scope of the coverage varies both by brand and product. In all instances the warranties cover manufacturer defects and WILL NOT cover chemical damage, misuse, accidents, or owner negligence.

Labor Warranties

All labor performed by Pool Center on pools and spas carry a one year labor warranty. This covers any issues arising from errors or issues caused from the behavior of Pool Center techs and employees. This warranty only covers work that has already been performed and only activates when the invoice for the work is fully paid and starts from the date of first service (not when payment is completed.)


Examples of labor warranty issues would be misdirecting hard pipes for a pump and filter setup, installing the wrong component, improperly cutting in a liner, or other negligence. Pool Center honors labor warranty claims on a case by case basis and this warranty may not include the cost of additional materials, only labor.

Service Radius

Pool Center enforces a strict 30 mile limit for service of pools and spas. Unfortunately, we are unable to accommodate any requests for service outside of this radius for any reason.


While we would love to be able to service everyone, time, gas and logistic problems force this.


Billing & Special Orders

Invoices are due within thirty days of receipt. We accept check, credit card (in person or via the email bill) and cash (in store.)


All disputes for amounts, requests for return services, or other billing issues need to be resolved within fifteen days of the invoice being sent.


If you are having trouble paying your bill we offer financing through GreenSky and in some cases can arrange for payment plans.


We sincerely do not wish to send any customers to collections, so please contact us with any issues before it becomes an issue.

Collections & Leans

Invoices over thirty days old are eligible to be sent to collections. Pool Center sends out two additional reminders before this process is initiated.


Once the final notice has been sent, all discounts for services will be reversed and a collection fee will be added to the bill. Once turned over, the debt becomes the property of the collection agency and Pool Center can no longer make adjustments or accept payments.


Large projects, such as pool builds and liners, are subject to mechanics liens that will be placed upon the homeowner's property.

Legal Action

Pool Center takes the threat of legal action very seriously and we work hard to resolve issues well before that point is ever reached. We are proud that in nearly twenty years of operation, we have not had to take matters to court.


That being said, any threat of legal action in regards to a job, especially once a lawyer has been contacted, will be met with a complete stop of any service scheduled or in process for said customer until a resolution is reached.


Please do not carelessly threaten legal action.

FAQ

We’re here to help. If you don’t find an answer here, feel free to reach out via email or give us a call at (217) 698-7665

  • What’s Your Return Policy?

    We offer 30-day returns on non-chemical items with a receipt, however, we cannot accept returns for pool chemicals due to a change in federal law. There are no refunds on special orders (all special orders must also be paid for upfront.) There is also a 25% re-stocking fee for large ticket items, including reserved pool kits. 

  • Do You Ship?

    We can ship non-chemical products anywhere in the US. Please email us with your requests and we will see how we can help.

  • Do You Offer Free Water Testing?

    Of course! We have an ALEX system set up in-store. Just bring a bottle of your water and let us do the rest. You’ll receive a printout of recommendations, and we even track the history of your tests! We offer free testing for new customers and with any purchase. Stand-alone tests are $5. We only need about a cup of water to complete the test. 

  • How Much Is Service?

    We charge $140 per hour for all service calls with a one-hour minimum charge. Outside of Springfield, we charge $1 per mile mileage and have a service limit of 35 miles from the center of Springfield. 

  • Do You Offer Free Estimates?

    We offer free verbal estimates for inground liners and above-ground packages. For insurance estimates, which require detailed breakdowns and speaking with adjusters, we charge a $50 service fee. Site inspections, such as those for real estate sales, are $200 and come with a findings letter. Inground pool build estimates are $250 and that cost goes towards the pool build if approved. 

  • When Can I Open Or Close My Pool?

    We open and close pools seasonally with most openings occurring in late April and most closings in mid-September. Our service includes Algaecide and Shock in the price. There is an additional charge for mileage if the pool is outside of the Springfield area. Openings are intended to get the pool chemistry started and additional care may be needed, because of this, we cannot guarantee crystal clear water after an opening. Openings also come with thirty minutes of cleaning, additional required labor will be charged at the standard rate. 

  • Do You Build Pools?

    As of the close of the 2023 season Pool Center will no longer have in-house above-ground pool installs. We will maintain a list of installers for the pool kits that we sell. Inground pools are still available for bidding and building in the 2024 season. 

  • When Can You Install My New Pool Liner?

    Pool Center has staff on hand that builds and replaces pools and pool liners. We use a waiting list method to determine installation order because we cannot predict when the weather will allow the season to start. Both above-ground and inground pools require an average daily temperature of 70 degrees in order for the liner to properly stretch. Customers on the waitlist will be notified prior to installation.

  • Speaking Of Liners, How Do I Order One?

    We stock a selection of above-ground liners in a variety of patterns. Most common sizes, such as 24', are readily available. We can also special order A/G liners while all Inground liners are custom orders. 

  • Do You Offer Guarantees?

    Almost all of our products come with a manufacturer’s warranty and we are also the authorized warranty repair company for all of the brands we stock as well as for local insurance and home warranty companies. We give a one-year warranty for any labor we perform but do not extend any product warranties past the manufacturer’s offer. As with all warranties, the decision to cover the cost is up to the manufacturer and we cannot guarantee that the customer will not have to pay anything out of pocket. 

  • Why Are Your Liner Prices More Expensive Than Online Retailers?

    Pool liners are sturdy pieces of vinyl and come in different thickness sizes, referred to as “mil”, they vary from 13mil to 60mil (60 being the thickest.) Most cheap liners that you buy online are between 13-16 mil making them extraordinarily thin and brittle. These liners are prone to tearing, leaking, and outright failure and that is why we choose not to stock them. With pools, you really do get what you pay for. As a storefront, we have a reputation to uphold and will ensure that your liner is properly fitted and installed, even replacing it if it was improperly measured or damaged during installation. That extra bit of care is worth the cost. 

  • My Liner Wrinkled, What Gives!?

    Some wrinkling and unevenness are natural to liners, however, bad pool chemistry can also cause shrinkage or expansion, making creases and folds appear in the walls. Keeping your Ph in balance is key to not only good water feel it's also integral to the upkeep of the pool itself. Brand new liners installed with no issues can wrinkle in a matter of weeks if the chemistry of the pool is ignored. To make matters worse, this is not covered by any warranty and your equipment will also suffer damage. Check your chemistry!!!

  • Can’t I Just Use Bleach And Baking Soda For My Pool?

    While bleach and baking soda may be chemically similar to ingredients in pool chemicals, their concentration as well as other ingredients such as binders, could not be more different. Pool chemicals are formulated for their intended use and oftentimes have higher concentrations or appropriate concentrations, than so-called home substitutions. Straight bleach can make a liner brittle and also stain the liner while baking soda tends to clump and clog filters and pipes- all of which are much more expensive to repair than using the correct chemicals.

  • Why Are Your Chemicals More Expensive Than Walmart?

    Pool stores have special licenses and housing requirements that allow us to sell higher-quality pool chemicals. Many of the brands you find at big-box retailers are of a lower concentration and have binders, usually animal fat, added to dilute the product. Using these chemicals can, over time, lead to clogged pipes- your pool can literally have a heart attack.

  • What’s The Difference Between Chlorine And Salt Pools?

    Both salt pools and chlorine pools use chlorine to balance the PH. The difference is in how chlorine is introduced into the water. Standard pools have chlorine added directly (shock) while saltwater pools use salt cells and electricity to generate the chlorine that balances the pool. Customers who have salt pools tend to adore them because the chemical upkeep is lower and the water has a better feel, however, the upfront cost is much higher.

  • What If My Problem Wasn’t Solved?

    Pool and spa care can sometimes get complicated and there are cases where problems go beyond estimates and expectations. In most cases, we will do everything in our power to correct the issue and make the customer happy. If you are not satisfied with our service please reach out to us and allow us the chance to correct the problem.

  • I Looked You Guys Up And There Are Some Bad Reviews, What Gives?

    Unfortunately, we have had issues with employees not meeting the expectations set forth by our philosophy. While there is no excuse for these incidents, we have done our best to make amends and all offending parties involved have been removed and replaced. We are committed to winning your trust back. If you have had a great experience with us, please leave a review on the platform of your choice!