Warranties & Gaurantees » Empire Pools, Inc.

Our Warranties & Guarantees — Coverage You Can Count On

Clear, written protection on workmanship and installs, manufacturer-backed equipment warranties, and straightforward claims support for Suffolk & Nassau.

Satisfaction Guarantee — 100+ 5-Star Reviews

Licensed & Insured — Authorized Warranty Support

Transparent Coverage Across Suffolk & Nassau

Warranties & Guarantees

Rock-Solid Protection On Every Service & Install

We believe trust is earned. That’s why every Empire Pools service comes with clear, written guarantees — and every install is backed by both the manufacturer and our workmanship coverage.

Liner Install Warranty — workmanship + manufacturer

Precision measurements, proper groundwater planning, and a clean, wrinkle-free set. You get our workmanship coverage plus the liner maker’s written warranty, registered on your behalf.

Includes: Seam defects • Fit/finish assurance

Equipment Install Guarantee — pumps, filters, heaters

Installed to spec by trained techs with manufacturer start-up procedures. We honor manufacturer warranties and cover our labor if an install-related issue appears.

Includes: Proper sizing • Start-up validation

Safety Cover Assurance — Loop-Loc fit & fastening

Anchors laid out for even tension, obstructions accounted for, and perimeter checked. If a fit issue arises from our layout, we adjust — no charge.

Includes: Pattern fit • Anchor alignment

Service Satisfaction Promise — we make it right

If a weekly/biweekly visit misses the mark, we return to correct it at no cost. For chemistry services, we re-balance free if readings aren’t within target ranges.

Includes: Return visit • Free re-balance

Leak Detection Confidence — documented findings

You receive a written report with test methods, findings, and repair options. If our located leak differs at repair time, we re-test and reconcile before proceeding.

Includes: Report • Photo/pressure logs

Clear, Written Coverage — no fine-print games

Every warranty and guarantee is provided in writing at the time of service. We list what’s covered, what isn’t, and how to claim — upfront and simple.

Includes: Terms sheet • Claim steps

Your Satisfaction & Our Policies — Clear, Fair, and Upfront

Everything in one place: how we stand behind our work, how billing and cancellations are handled, and what happens in bad weather or during backwash/discharge. No surprises—ever.

100% Satisfaction Guarantee

We stand behind every visit. If something isn’t right, contact the office and we’ll return to inspect and correct any service-related issue.
Transparent next steps. If a new repair/part is needed, we’ll explain options, pricing, and timelines before work begins.
Photo-verified work. We document services with notes and images so you can see exactly what was done.

Excludes pre-existing structural failures, unrelated equipment breakdowns, storm/contamination events, or work performed by others after our visit.

Card-on-File (Required)

Easy & secure. Text the word “link” to our office to receive a private, encrypted portal. Enter your card at home—no numbers over the phone.
Instant confirmation. You’ll receive a text when your card is safely stored and ready for services.
How it’s used. We only charge after services are performed or for approved deposits/special-order parts.

Security: Processing is handled by our PCI-compliant provider; we cannot view your full card details.

Scheduling & Cancellation

Arrival windows. We provide a service window; route and weather can shift exact times. We’ll text updates if timing changes.
Rescheduling. Please notify us as early as possible. Same-day cancellations or no-access/no-show may incur a service call fee to cover travel time and slot loss.
Access readiness. Ensure gates are unlocked, pets secured, and equipment accessible to avoid delays or return-trip charges.

Any fee is communicated first; we never surprise-charge cancellations.

Bad Weather & Safety

Safety first. Lightning, high winds, or heavy rain can pause or reschedule service for team safety and treatment effectiveness.
Chemical timing. For rain-sensitive treatments (e.g., clarifier/floc, openings), we may adjust your slot to protect results.
Priority resets. After storms, active clients receive priority follow-ups for cover checks, pump-downs, and debris issues.

We’ll message new timing ASAP and coordinate the earliest safe window.

Backwash & Water Discharge

Where water goes. We discharge to approved areas (sanitary/storm as allowed) and never onto a neighbor’s property.
DE handling. For DE filters, we use separation bags or approved collection; disposal fees may apply per local regulations.
Client site constraints. If your property lacks suitable discharge, we’ll discuss alternatives (metered pump-down, tanking, or reschedule).

We follow municipal/environmental guidelines where we operate (Nassau & Suffolk).

Pricing, Approvals & Scope

Upfront quotes. You’ll see line items and can approve in one tap. Prices are held for 30 days unless otherwise noted.
No hidden fees. Any change in scope is discussed and approved before we continue.
Parts & deposits. Special-order parts may require a deposit; unused deposits are refunded if orders are canceled prior to supplier cutoff.

You control approvals—nothing proceeds without your say-so.

Access & Site Safety

Gates & pets. Please ensure clear access and secure pets during the window. We’ll close/lock gates on exit.
Power & water. Ensure exterior outlets and spigots are functional for service tasks.
Hazards. We’ll note & report trip hazards or unsafe conditions; remediation may be required before proceeding.

Photos and notes are added to your job record for transparency.

Communication & Records

Text/email updates. You’ll receive appointment reminders and post-visit summaries.
Photo logs. Before/after pictures, pressure readings, and notes are saved to your account.
Easy re-booking. Reply to any message or use our online form to add services quickly.

Everything about your pool—organized and accessible.

The Empire Pools Guarantee: Satisfaction on Every Service

No matter the job—cleaning, openings/closings, equipment repairs, diagnostics, or specialty treatments—we stand behind our work. If something isn’t right, contact the office and we’ll come back to look into it and make it right.

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Happiness First: Not satisfied after a visit? Tell us. We return to inspect and address service-related issues—promptly and professionally.
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Transparent Next Steps: If a new repair or part is needed, we explain options, pricing, and timelines before any work begins.
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Photo-Verified Work: We document services with notes and images so you can see exactly what was done.

📞 Call 631-928-0225 🗓️ Contact the Office

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.

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.

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

Warranties & Guarantees — Top 15 FAQs

Everything homeowners ask about our workmanship guarantees, manufacturer warranties, coverage terms, how to claim, and how we stand behind every service and install.

What types of warranties and guarantees does Empire Pools provide?

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We include workmanship guarantees on all installs and written service satisfaction promises on maintenance and chemistry visits. New equipment and materials also carry the manufacturer’s warranty, which we help register on your behalf.

How long is your workmanship guarantee on installations?

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Standard installs (pumps, filters, heaters, automation): 1-year workmanship coverage on installation-related defects (fit, sealing, layout, and start-up procedures).

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Specialty installs (liners, safety covers): up to 1-year workmanship coverage; manufacturer terms for the product itself apply in addition.

What’s covered under the manufacturer warranty and what’s covered by you?

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Manufacturer: defects in materials or factory workmanship (e.g., motor windings, control boards, heater exchangers) per brand terms. Empire Pools workmanship: the installation craft itself (e.g., unions, connections, pad layout, start-up configuration). If it’s our install issue, we fix it.

Do you register my equipment warranty for me?

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Yes. We submit serials and job details to the manufacturer so your warranty is on file and eligible for full benefits.

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We’ll also provide a confirmation email or PDF for your records and share the claim path if needed later.

What documentation do I receive with my warranty/guarantee?

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You get a written coverage sheet listing inclusions/exclusions, time limits, and claim steps; the invoice and serial numbers; and, for registered equipment, a manufacturer warranty confirmation.

What are the most common exclusions I should know about?

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Wear/consumables: seals, gaskets, cartridges, salt cells at end-of-life, and cosmetic fading not caused by a defect.

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External causes: freeze damage, flooding, power surges, improper chemistry, neglect, third-party alterations, and non-OEM parts.

How does your Service Satisfaction Promise work?

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For weekly/biweekly or chemistry visits, if results aren’t within the agreed targets, we return for a no-charge correction (re-balance, minor cleanup) within a reasonable window, weather permitting.

What liner warranties and guarantees do you offer?

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Workmanship: precision measurements, proper ground-water planning, wrinkle-free set, bead seating, and trim. If a fit/finish issue stems from our install, we correct it. Manufacturer: seam/seal defects per brand terms; sun/chemical damage is excluded.

Do safety covers come with coverage?

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Yes. Layout & anchor placement are guaranteed for even tension and fit. If a fit issue is due to our layout, we re-layout/adjust at no charge. Fabric/hardware defects are handled through the brand’s warranty.

What about pumps, filters, heaters, and automation installs?

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Empire workmanship: pad layout, unions/fittings, electrical/gas coordination, start-up configuration, and leak-free operation at hand-off.

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Manufacturer: internal component defects (motors, control boards, exchangers) per brand terms and any required start-up validation.

Are warranties transferable if I sell my home?

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Workmanship guarantees typically stay with the address for the term. Manufacturer warranties vary by brand—some allow transfer with proof of original install and serial registration. We’ll assist with paperwork for the buyer.

What maintenance is required to keep my warranty valid?

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Maintain proper water chemistry and clean baskets/filters on schedule; keep water level mid-skimmer; follow owner’s manual for service intervals.

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Don’t bypass safeties, use correct breakers/surge protection, and avoid non-OEM parts unless the brand explicitly allows them.

How do I file a warranty or guarantee claim?

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Call us or submit a request with your invoice number, serials, photos/video of the issue, and a short description. We diagnose, determine whether it’s workmanship or manufacturer, and either correct it or submit to the brand with our findings.

How fast are warranty service responses?

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Most workmanship adjustments are scheduled as soon as possible (often same-week, sooner in peak season for urgent issues). Manufacturer approvals may add processing time—we expedite with complete documentation to minimize delays.

What if I’m not sure whether my issue is covered?

Call 631-928-0225 Start a Warranty Inquiry

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Send photos of the equipment/area and any error codes or test readings. We’ll confirm coverage type, next steps, and what—if anything—you’ll owe (many workmanship fixes are no-charge).

Our Warranties & Guarantees — Coverage You Can Count On

Rock-Solid Protection On Every Service & Install

Your Satisfaction & Our Policies — Clear, Fair, and Upfront

The Empire Pools Guarantee: Satisfaction on Every Service

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

Where We Service on Long Island

Referral Rewards

Warranties & Guarantees — Top 15 FAQs

Review Our Warranty & Guarantee

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