*Negative Review*…read more
Extremely disappointed with my experience with Marco Polo Pool Service.
Within the first five minutes of Henry arriving, he showed me an alternative way to open my pool filter. The lid flew up like a geyser, landed face down, and broke the valve. Henry acknowledged that he broke it and said he would repair it. A month later, in August 2026, it still has not been repaired.
Henry also took my pool brush and scrubber/tools and never returned them. I contacted the owner multiple times. He said he would send Henry back with my tools, but a month later, I still have not received them. I gave the owner three options: return my tools, reimburse me for the items, or ship replacement items to my home. A month later, in August 2026, I still have none of my tools back, and none of the three options I gave the owner were resolved. He refused to acknowledge or address the situation.
My pool timer was broken, and I requested that they replace it. They agreed to replace it, and Marco Polo also asked if I wanted a pool filter. I said yes. Another week passed, and I still had an unclean, non-swimmable pool, no repaired timer, and no filter.
My pool also still had a thick layer of sediment on the bottom, along with some branches, leaves, and a plastic bag. The owner told me the pool was chemically safe to swim in, but I explained that I would not swim in a pool with large branches, leaves, plastic debris, and a thick layer of sediment at the bottom because getting in would stir everything up and make the water murky. I repeatedly asked for the pool to be vacuumed and was told it could take a month or longer.
I finally hired another pool company, and the difference was unbelievable. Within 72 hours, they scrubbed and treated the pool, vacuumed the sediment, removed all the debris, and had it completely swimmable. They also installed a water timer for free and repaired/replaced my pool timer in about 10 minutes. They even had a pool filter in their truck ready if I wanted to purchase one.
The company that gave me this fantastic service was J & M Pools. And would you believe their actual slogan is "A Clearly Better Pool Service"? After experiencing both companies, I can honestly say they lived up to it.
Marco Polo quoted me $250 for the pool timer replacement, while J & M Pools did the same job for half the price, including installation.
The fact that another company fixed what Marco Polo could not in just 72 hours says everything. I cannot and will not recommend Marco Polo Pool Service.
