So we just fired Marshall Pool service today after their Tech Anthony did his standard weekly service and lied about brushing the walls of our pool and cleaning the filter basket (not the first time as we discovered). He spent a whopping 7 min at our pool during which time he skimmed the surface partially, checked the chemical levels and left. My wife was home and witnessed all of this and we caught it on our Nest Cam. What concerned me most is he annotated that our cartridge filters needed to replaced on a 6 month old pool. This is where we started questioning what else had not been done. After reviewing the footage from several weeks we noticed that he was always on his phone and spent no more than 6-7 min during each visit skipping several items he checked off as being done on the checklist he left behind. Now our pool water was great but that isn't just what we are paying for. After discovering this today from review of our cameras over the past several weeks, I tried to delicately approach this with the owner, Tia. She immediately started defending him and telling me our pool looked great. She doubted my complaint of weeks of neglect as this was her first time hearing it. Yet she missed this was our first time discovering it after yesterday's neglect.
Her argument centered around how clear our water looked while not really addressing his being on his phone, the minimal time and questionable completion of the items he was supposed to be doing weekly. When I questioned if he was cleaning the filter cartridges her answer was 'yes' but I find that suspicious as our hoses are locked up and our outside faucet is on camera as well. Anthony never once was on camera cleaning them. I'd caution all current customers as I think from Tia's reaction this is a known practice and way to cut corners and service more pools in less time. Things are NOT getting done that are being paid for. Current customers beware and I'd advise to start watching.