Marquee Pools & Services Inc

"This is the letter we sent to the owner, which says it best. WE NEVER HEARD BACK. We have been trying to contact you directly since last season. Unfortunately the women answering the phone have prevented us from dealing with you directly. We feel that had you personally addressed the issues immediately, we would not be in this position. In 2020 you installed a new heater for our pool. I have attached photos of that heater below. Although you serviced it once (why did it keep breaking?), we were unable to get you back at the end of last season when it stopped working, which caused two additional problems. One, we are no longer under warranty. Two, as you can see the heater is now garbage. According to two companies who recently came over, had you installed a bypass at the time of installation, the chemicals would not have constantly run through the heater, corroding it. Additionally, had you addressed the leak in the heater we complained about in a timely manner, we would not need to replace the entire unit only 2 1/2 years after your installation. Additionally, our pool leaked for a long time. After paying you to replace the liner and all the parts we knew about, you finally suggested (after 2 YEARS of low water) the light be checked. Why wasn't this done when you installed the new liner? The diver said over 90% of the time, the leak is caused by the light. In fact, he also told us our light had been recalled as a faulty product. Why didn't you tell us to replace it? It now leaks again, so not only did we pay to caulk it, we now have to pay to replace it. You were happy to take our money to install a new heater, replace the liner, filter, railing etc. But we could never get you back to service your own work. Although we requested service early this season again, we have yet to hear we have been scheduled for a service call. You should know that as a result of your company's complete and total negligence, we now have costly issues to deal with."

"Marquee did an amazing job installing a fiberglass pool for our family in 2020. From start to finish, Jim and his staff were responsive, professional and just wonderful to work with. I continued to use them for regular service, opening and closing, and they have always delivered. Highly, highly recommend. I’ve lived all over the US and had both a custom guinite as well as a liner pool at other homes, and Marquee’s process and service was by far the highest I’ve ever dealt with. Additionally, every contractor they worked with from excavating to electric, plumbing and gas and the coordinated effort with landscapers provided a spectacular end result. Lulu and Carla in the office offered excellent service on a regular basis as well."

"We hired Marquee during COVID after interviewing 2 other pool builders. We really liked Jim's directness about time, the process and the investment. We knew that things were going to take time and be longer than expected when we started the process and we were OK with this. Marquee's team was always kind, on time and worked hard. We loved having them around and truly missed the team when we were done with our build. Putting in a pool and choosing Marquee has been our best decision ever! This summer (2022) is our first full summer with it and we are enjoying it! We are also using Marquee for our weekly cleaning and pool chemical checks."

"Marquee got in over their heads during Covid. My pool took almost a year to arrive and was installed improperly and unlevel. They have refused to do anything about it, won’t answer my calls, never gave me the winter cover that was part of the contract, and didn’t hook up the control panel properly so I can’t adjust chlorination. A year past having my crooked pool installed and they won’t respond to anything. Not my first pool install but definitely the worst pool experience I’ve ever had."

"Not very responsive. It feels like they have too may customers and are not able to stay on top of them. Their M.O. seems to be you need to hound them to make sure things get done or to find out when they are coming. They are not assertive in communicating to you. I have an au pair and she asks me "when are the pool people coming" and my typical response is, "I don't know - I wish I did." Advice to Marquee - do a better job communicating. Your office process needs thinking through. Also - why not text people instead of just using the phone? When they do come, they do a nice job, and are good guys."