Empire Pools
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Service Calls — Fast Diagnostics & Repairs

On-site troubleshooting for pumps, heaters, filters & automation: leak/flow checks, electrical & plumbing diagnostics, clear estimates, and same-day fixes when possible

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Over 100 5-Star Reviews in Suffolk & Nassau
Licensed & Insured
Serving Suffolk & Nassau Counties
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Empire Pools
Empire Pools
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Service Call • Long Island

Professional Service Call — Diagnose, Stabilize, and Plan the Fix

We come on-site to assess your system end-to-end, stabilize unsafe water, and give you a clear, prioritized plan. No fluff—just the right steps to get your pool healthy and reliable again.

Shock Treatment — same day stabilization

Dose the appropriate sanitizer (liquid or granular) based on current chlorine demand and combined chlorine to stop blooms fast.

Kill organics • Halt algae

Full Diagnosis — root-cause, not guesses

Check circulation, suction/return performance, visible plumbing, and equipment behavior (pressures, priming, air in lines, noise).

Clear written findings

Filter Evaluation — sand/DE/cartridge

Baseline PSI, media condition (channeled sand, torn grids, collapsed cartridges), multiport function, and backwash history.

Fix the bottleneck

Chemical Analysis — clarity & comfort

On-site testing for FC/TC, pH, TA, CH, CYA, and salt (if applicable). We set exact targets to keep water steady.

Targeted balance plan

Filter Cleaning (No Sand) — restore flow

Deep clean for DE or cartridge filters when needed: disassemble, rinse, and reassemble. Sand service advised when appropriate.

Includes DE/cartridge service

Estimate if Parts Needed — simple & clear

Up-front pricing for parts/labor before work begins. Common items stocked; specialty parts ordered with ETA.

No surprises pricing

Pressure Tests & LeakTrac® — add-on if indicated

If symptoms point to a leak, we’ll recommend line pressure testing or LeakTrac® vinyl detection as additional diagnostics.

Only when warranted

When a Service Call Helps

Murky/green water, heater not firing, pump losing prime, high filter pressure, recurring algae, or unexplained water loss.

Rapid triage • Clear next steps
SERVICE CALL

Fast, Reliable Service Calls — Get Back to Enjoying Your Pool

From heater installs to quick repairs, our technicians arrive prepared with the right tools and expertise. Every service call includes professional diagnostics, clear communication, and straightforward solutions.

What to Expect

  • Arrival & inspection — On-time arrival and a clear explanation of the issue.
  • Diagnosis — Identify root cause of heater, pump, or equipment issues.
  • Repair or replacement — Complete work with durable parts and best practices.
  • System check — Verify performance and confirm safe operation.
  • Follow-up tips — Guidance to keep your system running smoothly.
Book a Service Call Get a Quote
Diagnostic Explainers

What It Means • Likely Causes • What To Do Next

Fast, plain-English troubleshooting for common pool problems. Use the DIY steps; if symptoms persist, tap the CTA and we’ll take it from there.

Air in Pump / Bubbles in Returns
What it means
  • Air is entering the suction side, reducing prime and risking pump damage.
Likely causes
  • Water level below mid-skimmer; vortexing at skimmer.
  • Pump lid O-ring dry/dirty; unions or drain plugs loose.
  • Suction valve partly closed; clogged pump basket; stuck weir door.
What to do
  • Raise water to mid-skimmer. Clean/lube pump lid O-ring; tighten unions hand-tight.
  • Empty baskets; open suction valves; re-prime and observe.
  • Still bubbly or pump squeals/cavitates? Book a seal/line check.
Tip: Tiny bubbles that disappear after a backwash often point to a suction-side air leak, not chemistry.
Call for Suction Leak Check Request Service
Cloudy After a Storm
What it means
  • Organics & fine silt overwhelmed sanitizer and filtration.
Likely causes
  • Pollen/dust load, leaf tannins, diluted chlorine.
  • Filter not backwashed/cleaned; pH drifted high.
What to do
  • Set pH ~7.2–7.4, shock to target FC (based on CYA), brush walls/floor.
  • Run pump 24–48h; backwash/clean cartridges; optional clarifier.
  • Severe silt? We can floc then Power Vac to waste.
If clarity doesn’t improve within 48 hours, the filter likely needs a deep clean or media rehab.
Get Clarity Help Book Chemical Visit
Liner Out of Track (Bead Popped)
What it means
  • The vinyl bead has slipped from the coping track; edges can shrink, wrinkle, or tear if ignored.
Likely causes
  • Temperature swings, ground heave, splash-out/low water, weakened bead, or track damage.
What to do
  • Do not drain. Keep water level stable to avoid wall collapse or liner shrink.
  • Avoid pulling/stretching cold liner. Warmth is needed to re-seat properly.
  • We heat/soften the bead, re-lock it, and install bead wedges to prevent re-pop.
Small pops can spread. Early reset prevents wrinkles and costly liner replacement.
Schedule Liner Reset Request Free Estimate
High Filter Pressure (Rises Quickly)
What it means
  • Restriction after the pump—dirty media or a partial blockage in filter/heater/returns.
Likely causes
  • Algae die-off, floc/clarifier fines, clogged cartridges/DE, channeling sand, closed return valves.
What to do
  • Backwash/rinse sand or DE; deep-clean cartridges (degrease + descale).
  • Open return valves; verify multiport on FILTER; check heater bypass.
  • Pressure spikes again fast? You likely need media rehab or filter teardown.
Baseline your “clean PSI” after service; plan cleaning when PSI rises 8–10 over baseline.
Book Filter Service Request Quote
Low/No Chlorine (Even After Shocking)
What it means
  • High organic demand or stabilizer imbalance is consuming or neutralizing chlorine.
Likely causes
  • Active algae, heavy debris, very low or very high CYA, or ammonia conversion early season.
What to do
  • Test CYA; align FC target to CYA level; brush & remove leaves to cut demand.
  • Maintain shock level (not one-and-done); run pump 24–48h; clean filter.
  • Still zero FC by morning? Book a Chemical Visit for diagnosis & dosing plan.
Chlorine works best with pH 7.2–7.4. High pH slows sanitizing and extends cloudy time.
Balance My Chemistry Book Chemical Visit
Pump Won’t Start / Trips GFCI
What it means
  • Electrical protection is tripping or the motor/capacitor has failed.
Likely causes
  • Bad start/run capacitor, seized bearings, water intrusion, wiring fault, undersized breaker.
What to do
  • Verify timer is ON; press GFCI reset once. If it re-trips, stop.
  • Do not open the motor housing. Water + electricity is hazardous.
  • We test amperage/capacitance, replace caps/motors, and check bonding/ground.
Safety: Repeatedly resetting a tripping GFCI can mask a dangerous fault. Call a pro.
Call for Pump Diagnostics Request Repair

How-To: Shocking

How to Shock a Pool — Granular vs. Liquid (Step-by-Step)

Use these pro steps to raise Free Chlorine (FC) quickly and safely. We’ll cover granular shock (pre-mixed, added in front of returns — deep end preferred) and liquid shock (lower strength, often larger volume). Always run the pump and keep swimmers out until FC returns to safe levels.

Before You Shock — prep & targets

Test pH, aim 7.2–7.4 (chlorine works best here). Remove solar covers, run pump, empty baskets, and calculate gallons. Typical targets: Maintenance shock ~10–12 ppm FC; Heavy algae/SLAM follow a CYA/FC chart.

Pump ON • No swimmers • Cover OFF

Quick Dose Guide — rules of thumb*

Liquid 10%: ~1 gal → +10 ppm FC in 10k gal. Liquid 12.5%: ~1 gal → +12.5 ppm in 10k. Granular Cal-Hypo 65%: ~1 lb → +7 ppm in 10k. Cal-Hypo 73%: ~1 lb → +9 ppm in 10k. *Always check your product label.

Dose by strength & pool volume

Granular Shock — Pre-Mix First — protect surfaces

Fill a clean 5-gal bucket with water, then slowly add measured granular shock (chemical to water, never the reverse). Stir to dissolve. This prevents bleaching and clumping, especially on vinyl liners.

Always pre-mix granular

Granular Shock — Where to Add — returns & deep end

With the pump running, slowly pour the slurry in front of return jets to disperse. Use the deep end if you have one. Do not broadcast over steps/shallow areas. Brush immediately after.

Pour at returns • Brush after

Granular — Aftercare — avoid surprises

Run pump 24 hrs; brush walls/floor to prevent residue. Cal-Hypo adds calcium hardness and can cloud water; avoid overuse if CH is already high. Never add via skimmer with tabs/inline chlorinators present.

Watch CH & clouding

Liquid Shock — How to Add — fast & even

Verify strength (10% or 12.5%). With pump on, slowly pour in front of return jets, walking the perimeter. Split the dose into 2–3 passes for even mixing. Retest FC after 30–60 minutes.

Even distribution = better kill

Liquid — Volume & Handling — often more product

Liquid has lower % chlorine than granular, so you’ll often use more volume. Pros: No calcium or CYA added, mixes instantly. Store cool/dark; product loses strength with heat/age.

Check date codes • Store cool

Timing & Safety — make it count

Shock after sunset to reduce UV loss. Keep acid and chlorine additions separate in time and location. Wear eye/hand protection; never mix chemicals; keep kids/pets away.

Night dosing = stronger result

After Shocking — test & filter

Maintain circulation and filter continuously until clear. Backwash/clean filter when PSI rises +8–10. Resume swimming when FC returns to safe range for your CYA level and water is clear.

Filter hard • Retest FC

Filter Care Guide

Backwashing & Servicing: Sand • D.E. • Cartridge

Clarity lives or dies at the filter. Here’s a detailed, practical guide to backwashing and servicing each filter type — and how Empire Pools keeps flow strong, PSI stable, and water crystal-clear.

Sand Filters — Backwash Timing — watch the PSI

Backwash when pressure is ~8–10 PSI above clean baseline or flow/sluggish returns appear. Avoid “daily” backwashes; slightly dirty sand actually filters finer.

Rule: +8–10 PSI over clean

Sand Backwash — Steps — multiport method

1) Turn pump OFF. 2) Set valve to BACKWASH. 3) Turn ON 2–3 mins until sight glass clears. 4) OFF → RINSE 30–45 sec. 5) OFF → FILTER. Check leaks/PSI.

Tip: Always rinse after backwash

D.E. Filters — Backwash & Recharge — don’t skip the D.E.

Backwash at +8–10 PSI. After backwashing you must add fresh D.E. via skimmer (per sqft of grids). Running without D.E. coats the grids with dirt and damages fabric.

Add D.E. every time you backwash

D.E. Backwash — Steps — safe & clean

1) OFF. 2) BACKWASH 1–2 mins to clear. 3) RINSE 30–45 sec. 4) FILTER. 5) Mix D.E. slurry and pour into skimmer slowly (pump running). Verify PSI drops toward clean.

Verify: PSI returns near baseline

Cartridge Filters — Service Timing — no backwash

Clean when PSI rises +8–10 over baseline or after heavy debris/green-to-clean. Expect 2–4 cleanings/season; more with trees/pollen/heavy use.

Plan: 2–4 cleanings per season

Cartridge Cleaning — Steps — deep & gentle

1) OFF & bleed air. 2) Open tank, remove cartridges. 3) Hose pleats top→bottom; use nozzle, not pressure washer. 4) Soak in filter cleaner for oils. 5) Rinse, reassemble, lube o-ring, prime.

Never power-wash pleats

Media Health — Sand & D.E. — restore performance

Sand lasts ~5–7 years; replace or deep-clean if channels form or returns blow fine dust. D.E. grids tear/stretch; inspect fabric & manifold annually and replace if worn.

Replace sand ~5–7 yrs; inspect grids yearly

After Backwash — Chemistry Check — protect clarity

Backwashing lowers water level and can dilute chemicals. Top up water, test pH/FC/TA/CYA, and rebalance. For D.E., confirm the correct recharge amount was added.

Always test & top-up water

Waste & Safety — where does backwash go?

Route backwash to an approved waste line or lawn area per local code (never storm drains where prohibited). Wear eye/hand protection; shut power before valve changes.

Follow local discharge rules

Winterization Notes — protect the tank

Before closing: backwash/clean media, drain filter tank, open unions, store D.E. grids/cartridges dry. Tag clean PSI baseline for spring start-up.

Log your clean PSI baseline

Maintenance Education

Common Mistakes Pool Owners Make — And How We Prevent Them

Avoid the headaches that shorten equipment life, waste chemicals, and turn water cloudy. Here’s how Empire Pools keeps your pool healthy, efficient, and party-ready all season.

Ignoring Water Balance — scaling, stains, & irritation

Unbalanced pH/alkalinity or low stabilizer can wreck clarity and surfaces. We test and adjust each visit with target ranges specific to your pool and use logs to track trends.

We prevent with: Scheduled testing • Chemistry plan

Running the Pump Too Little — dead spots & algae

Short run-times mean poor circulation and hotspots for growth. We set seasonal runtimes and verify flow so sanitizer reaches every corner.

We prevent with: Runtime tuning • Flow checks

Neglecting the Filter — cloudy water that lingers

Dirty or channeling media lets fine particles pass. We monitor pressure, backwash/clean on schedule, and reset PSI baselines after service.

We prevent with: PSI logs • Media care

Only “Shocking” After Problems — reactive not proactive

Waiting for algae blooms burns time and money. We recommend the right cadence, dose correctly, and pair with brushing so oxidizer actually works.

We prevent with: Preventative shock plan

Skipping Brushing — biofilm builds fast

Algae anchors to rough spots first. We brush walls, steps, and waterline to break biofilm so filtration and sanitizer can finish the job.

We prevent with: Weekly brush routine

Delaying Small Leaks — chemical loss & pump damage

A “slow drip” can drain wallets. We perform diagnostic checks, dye/pressure tests if needed, and give repair options before damage spreads.

We prevent with: Early detection protocol

Why Choose Empire Pools Inc. for a Service Call

Expertise
Certified diagnostics across pumps, filters, heaters, automation & salt systems. We verify power, flow, pressure, and programming; trace leaks and electrical faults; read codes; and deliver root-cause fixes—not band-aids.
Reliability
Fast dispatch and clear ETAs. Our trucks carry common parts for same-visit repairs whenever possible—minimizing downtime and repeat trips.
Transparency
Up-front diagnostic fee, written estimates, and no work without approval. We share photos, readings, and error codes so you know exactly what we found and fixed.
Flexibility
One-time fixes or ongoing plans. All brands, all pool types, attached spas included. Serving Nassau & Suffolk with repair-vs-replace guidance and upgrade options when it saves you money.

Booking at Empire Pools

From Quote to Follow-Up — Exactly How Your Service Is Managed

Every service starts with a no-pressure quote and a 30-day price lock. We keep you informed by text & email at every milestone, right up to the 24–48 hr check-in after the job.

1
Request Your Quote (No Pressure)

Tell us what you need—weekly, opening, closing, power vac, liner, Loop-Loc, leak, or repair. We quote clearly so you can review details without sales pressure.

Phone or Online 30-Day Price Lock Detailed Scope
2
Approve & Sign

When you approve the quote, our office is notified automatically. You’ll instantly receive a confirmation email + text acknowledging your approval.

E-Signature Instant Acknowledgment Auto-Notify Office
3
We Reach Out to Schedule

A coordinator contacts you promptly to pick the best date/time. We confirm access notes (gate, pets, cover, water level) so service is smooth.

Friendly Scheduling Access Checklist
4
Booking Confirmation

As soon as your appointment is set, you receive both a confirmation email and a confirmation text with your date/time.

Text + Email Calendar-Ready
5
Two-Day Reminder

Exactly 2 days before, we send an email and a text reminder so you can plan around your service window.

T-48 hr Reminder Email + SMS
6
Same-Day Reminder

On the morning of service, you’ll get another email and text reaffirming that you’re on today’s route.

Morning Reminder Status: On Today’s Route
7
30–45 Min ETA from the Van

About 30–45 minutes prior to arrival, the tech driving your GPS-tracked, fully-stocked van will call or text you directly with an ETA.

Live ETA Direct From Service Van Call or Text
8
Completion Notice & 24–48 hr Follow-Up

When the job is finished, you receive a real-time completion text + email (often with photos/notes). After 24–48 hours, we follow up again to make sure you’re thrilled — or we make it right.

Instant Completion Notice Photo/Notes Included 24–48 hr Check-In
📞 Call Now for Pool Service Help 🗓️ Request a Quote — Any Service

Our Guarantee

We Stand Behind Our Work

The Empire Pools Service Call Guarantee

After a Service Call, we expect your issue to be accurately diagnosed and the approved repairs completed to spec. If something seems off, contact the office—we’ll re-check our work, re-test systems, and make service-related corrections as needed.

  • ✓
    Happiness First: Not satisfied with the outcome of your service call? Tell us. We return to verify our diagnostics and workmanship and correct service-related issues—promptly and professionally.
  • ✓
    Transparent Next Steps: If underlying causes are found (failed components, plumbing/electrical faults, hidden leaks, control/programming issues), we explain options, pricing, and timelines before any additional work.
  • ✓
    Photo & Reading Verification: We document error codes, pressure/electrical readings, photos, and parts installed so you can see exactly what was done and why.
📞 Call 631-928-0225 🗓️ Contact the Office

Need help deciding?

We’ll Help You Pick the Right Service—Fast

Not sure which service solves your issue?
Text us a couple photos and a quick note about what’s going on—cloudy water, leak symptoms, equipment noise, heater error, torn liner, etc. We’ll match the right service and explain exactly what’s included.

We handle openings/closings, weekly & biweekly care, green-to-clean power vacs, leak detection, liner installs, equipment upgrades (pumps/filters/heaters), salt conversions, and more.

Prefer step-by-step guidance?
We’ll review your setup, goals, and budget; outline the options; and give you a clear next step. No jargon, no pressure.

Expect straight answers, transparent pricing, and a route slot that fits your schedule. We stay with you from first message to final follow-up.

Referral Program

Referral Rewards

Earn $50 every time you refer a friend — they save $50 too.

Love our service? Share it with neighbors and friends. When they book, you’ll both get rewarded — no limits, stack as many credits as you like.

Refer by Phone Send a Referral Link

Credits applied after your referral completes their first paid service with Empire Pools.

Card on File Policy

Secure Card on File — Required to Schedule Service

To streamline scheduling and protect against delays, a credit/debit card on file is required for all service visits. Setup is quick and secure—done from your phone or computer—so we can dispatch your technician without payment hassles.

The easiest way: text the word “LINK” to 631-928-0225. You’ll receive a secure payment link to enter your card details in the privacy of your home. Once submitted, you’ll get an instant confirmation text that your information is safely stored and your account is ready for service.

Why We Require It — faster, smoother service

Card-on-file keeps visits on schedule, prevents return trips for payments, and speeds up approvals for add-ons you request.

Zero friction scheduling

How It Works — text “LINK”

Text LINK to our office number. Tap the secure link we send, complete your info, and submit. You’ll receive an immediate success text.

2-minute setup

Security & Compliance — bank-level protection

Cards are tokenized and stored by our PCI-DSS compliant processor. We do not store your full card number on our systems.

Encrypted • Tokenized

When We Charge — only for approved work

Your card is used after services are performed or when you approve estimates/add-ons. Itemized receipts are texted or emailed.

Transparent billing

Holds / Pre-Auths — what to expect

A small verification or pre-authorization may appear temporarily; it’s released per your bank’s policy.

Standard banking practice

Multiple Properties — keep accounts organized

We can associate one card with multiple addresses or keep separate cards per property—your choice.

Flexible account setup

Update or Remove — you're in control

Update or remove your card at any time—text LINK for a new secure form or contact the office.

Easy self-service

Receipts & Records — instant proof

Every charge generates an itemized receipt via text/email for your records and warranty support.

Automatic receipts

Empire Pools • Service Area

Where We Service on Long Island

We proudly service the majority of Nassau and Suffolk County with fast response times and full-service capability. To keep routes tight (and prices fair), we focus on areas where we can deliver reliable, on-time visits all season long.

  • ✔ Nassau County: We service most towns across Nassau, including the South Shore as far west as Valley Stream and Malverne. We do not service the far-north Gold Coast towns such as Great Neck and Locust Valley.
  • ✔ Suffolk County: Strong coverage in west/central Suffolk. We do not service the East End—no service east of Calverton or east of Bellport (including Hamptons & North Fork).
  • ✔ Fast scheduling where we operate most: Dense routes mean quicker ETAs and better pricing in our primary Nassau & Suffolk zones.
  • ✔ Not sure if you’re in range? Text your address, town, and nearest cross street. We’ll confirm coverage and the earliest route day in minutes.
Call Now to Check Coverage Request a Quote
FREQUENTLY ASKED QUESTIONS

Service Call — Top 15 FAQs

Everything homeowners ask about booking a service call—what’s included, how pricing works, how to prepare, and how we diagnose and resolve issues quickly and safely.

When should I request a service call?

If you notice no circulation, leaks, tripping breakers, heater not firing, unusual noises, air in the lines, cloudy/green water, or any equipment alerts, it’s time to schedule a diagnostic visit.

What happens during a service call?

We perform a focused diagnostic: verify symptoms, inspect equipment pad, test electrical and plumbing components, and run the system to reproduce the issue.

We explain findings on-site, present options, and—if approved—complete same-visit repairs when parts and time allow.

How soon can you come out?

We offer next-available scheduling with priority for emergencies (no circulation, active leaks, safety concerns). You’ll receive a service window and a heads-up when we’re en route.

How is a service call priced?

There is a trip/diagnostic charge that covers travel and expert troubleshooting.

Repairs are quoted before work begins. Parts and extended labor are itemized; no surprises.

Do I need to be home for the service call?

Not always. As long as we have gate access and permission to enter the yard, we can diagnose and update you by phone/text. For indoor equipment rooms, someone must provide access.

How should I prepare before the tech arrives?

Ensure water level is mid-skimmer, power is on at the pad/breakers, and pets are secured. Remove locks on gates.

Text photos of the equipment pad and any error codes ahead of time—this helps us bring the right parts and speed up the repair.

Can you fix the problem on the same visit?

Often yes. Our trucks stock common parts (seals, o-rings, capacitors, unions, valves, gaskets). If a specialty part is needed, we’ll place the order and schedule the follow-up quickly.

What does a typical service call cost?

Costs vary by issue complexity and parts required. After diagnosis we provide a written estimate with clear line items so you can approve the best option for your budget.

Do you carry parts for my brand of equipment?

We service all major brands and stock universal components. Brand-specific electronics and specialty items can usually be sourced within a short lead time.

How do approvals and estimates work?

We review the quote on-site or by text/email. Once you approve, we proceed immediately if parts are on hand, or schedule a return visit after parts arrive.

Do you warranty your service work?

Yes—workmanship is covered by our service warranty, and new parts carry manufacturer warranties. We document everything for your records.

Do you offer emergency or after-hours service?

We prioritize urgent issues (active leaks, no circulation, electrical concerns) and fit you into the earliest possible window.

After-hours/rapid response may carry a surcharge, which we’ll disclose before dispatching a technician.

What if the issue is intermittent or returns?

We document readings, photos, and steps taken. If symptoms recur within the warranty window, contact us—follow-up diagnostics focus on the original complaint first.

What’s your cancellation or reschedule policy?

Please give notice as early as possible so we can reassign the slot. Weather delays or safety concerns may shift appointments to the next available window.

How do I schedule a service call with Empire Pools?
Call 631-928-0225 Request a Service Call

Text us photos of the equipment pad, brand/model labels, and a brief description of the symptoms—this helps us diagnose faster and bring the right parts.

Ready to Enjoy Your Pool?

Don’t let maintenance take the joy out of your swimming season. Empire Pools handles it all— from water and filter care to ensuring your equipment runs smoothly. Schedule service today and get ready to enjoy your pool with total peace of mind.

Book now and we’ll tailor a plan around your needs so your pool is always ready for you and your loved ones.

📞 Call Now For Pool Help Book My Pool Service Now
Serving Suffolk & Nassau • Licensed & Insured • Over 100 five-star reviews

Book Your Service Call Today!

No circulation, leaks, error codes, or heater not firing? Empire Pools dispatches a pro tech to diagnose and fix fast—electrical and plumbing checks, leak tests, on-truck parts, and clear estimates—so your system is back online quickly.

Call Now For Service Call Book My Service Call Now
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