Dennis c Gul

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Verified Reviewer
| map-marker Union City, New Jersey

Won't return calls

Had them install new liner...liner was poorly made as seams are very visible...have emailed numerous times and called office...the owner refuses to call back...
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User's recommendation: Go somewhere else

Anonymous

Not Monarch Pools Arizona!

Just want to clarify the review for Monarch Pools and Spas was NOT the Monarch Pools Arizona (or the one in Denver, Colorado). I am the President and CEO of Monarch Pools in Arizona and I was crushed to hear a client speak that way about our company until I realized it wasn’t our company. Would it kill you guys to state the company location in the body of the review so people don’t have to draw inaccurate conclusions about upstanding companies that treat their clients properly?
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Anonymous

They are still in business?

I feel sorry for anyone foolish enough to use any of Monarch Pools and Spas services. I had an extremely poor experience with this company which seems to be the norm. Their substandard services are abhorrable. Stay away if you know what is good for you. If you see any positive reviews they can only be from the owners of the company. Go anywhere else, do not use this company. You will not be satisfied, they do not do good work, they do not care about you. They only want your money. Go somewhere else. I hope that I have made myself clear. If you decide to go with Monarch as you do not believe what I said then good luck and god bless you. You will live with your poor decision for years to come right up to the point where you fill the whole with dirt and die. I will shed a tear for you as I know the pain that you are about to go through with any deal that you sign with them. Please do not, you will regret it.
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Loss:
$20000
Cons:
  • Anything about them
Reason of review:
You are terrible

Preferred solution: Just want to put it out there for all to see AGAIN

Anonymous
map-marker Westwood, New Jersey

Worst Experience I've Ever Had With A Contractor

Monarch Pools and Spas - Worst Experience I've Ever Had With A Contractor
This was the worst experience with a contractor I have ever had. Never in my life have I been treated so poorly and so unprofessionally as with Monarch Pools. We had a 16' x 32' in-ground pool installed this summer in Bergen County. There are no grudges here, I am a business man myself, I only wish that nobody else will ever have to go through what I went through, and that is why I am writing this review: to protect any future customers from hiring a contractor that abuses and exploits customers for their own profit like Monarch Pools. Here is what happened during my pool installation: - They harass you for money. They called my house, yelled at my wife, left negative voicemails, threatened to walk off the job multiple times. THIS IS AFTER THEY HAD ALREADY BEEN PAID!! They were asking the babysitters at the house to write them checks. - They demand more payment than is due. My backyard was a war zone. There was a mountain of dirt in my backyard, the pool was not backfilled, job 1/2 way done, there was unsafe conditions all over, there was stone, debris, garbage, and material everywhere. Their project manager shows up at my house (with the site in this condition) and literally threatens to take me to court at the top of his lungs if I didn't pay him in full. THIS IS WHEN THEY HAVEN'T EVEN BACKFILLED THE POOL AND BY BACKYARD IS A WAR ZONE!!! This is way before final inspections, etc. It's unethical and abusive. - They set you up for damages. I experienced this issue just this week (it is Oct. right now). I am about to close the pool, and their manual says "you do not need to blow the pipes out to winterize the pool". I went to a local pool store to review this, and this local pool store basically said "it was a Monarch install, right?". I couldn't believe it. He told me that he used to work for Monarch and they purposely advise against blowing lines out so when the pipes burst in the winter they can come back for thousand dollar repairs. UNBELIEVABLE!!! - They walked off the job in the middle of the project. This was during the liner installation and due to "lack of payment". This is a $25,000 project, and they had already been paid 95% of their balance. That's roughly $24,000. At this point, the project is about 50% complete. It was ludicrous that I they left the site, did not return until I explained to them that they had already been paid. And of course, there were negative phone calls and voicemails requesting more money. - Poor communication. Their project manager has so much on his plate that he can't remember which job is what. If you ask him a question about the project, he confuses jobs and starts to yell at you. I was yelled at almost 10 times by their office for asking basic, important questions about the project. It was extremely abusive. - They lie to your face about when they will be onsite and not. Their foreman told me during mid-pool construction that they needed to pull of the job "due to forecasted rain". Then two days later they came back in the middle of torrential downpour and continue to work. I couldn't wrap my head around this. - They try to get you to do their work. When their electrician came to the site to start wiring the equipment, he asked me personally to dig the trench in the ground for the conduit. When I explained to him that the trench is part of the contract for the pool, he left the site. When I called the office, their project manager yelled at me demanding that I dig it for them. UNBELIEVABLE!! I couldn't believe what I was hearing. - They gouge you on changes. During excavation, I was told I need "additional gravel" fill in voids in the ground. The bill comes in at $800 for a truckload, which is almost double the going rate. It was blatant price gouging. Furthermore, they only used 1/4 of the load for the "voids", and spread the rest of material around the pool to make their installation easier. So basically, I paid $800 for the $100 worth of gravel that was actually needed. When I called out their office on this, I was yelled at repeatedly for questioning the issue. - They dumped dirt & stone in the pool during backfill and refused to remove it. I pool basically circulated dirt and I couldn't use the pool for most of the summer due to this dirt issue. I called, left messages, and they told me "have someone else remove the stones". I had to hire another pool company to come and remove the dirt and stones. Ridiculous. - They left my chemicals, diving board, rails, manuals in the rain for 2 months. They shipped massive cardboard boxes to my backyard and never told me what they were. After 2 months I asked where the diving board was and then told me all my stuff was in these in these boxes. It had rained many times and basically ruined the manuals, boxes, & chemicals. - They gouged me on the concrete change - Cement was chipped and poorly installed. - Excavator expected me to manage his every step
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Cons:
  • Bad experience
Reason of review:
Poor customer service
Anonymous
map-marker Hackensack, New Jersey

Extremely helpful

I called Monarch Pools and Spas in Totowa, NJ to have them come service my spa, which had an electrical issue. Note that this is where I purchased the spa. My name and product was still on the files, even though it was about tyen years ago. Dave, who answered the phone, informed me that no one was available for a week or two, but he told me step by step how to fix the spa myself, (likely) saving me lots of money. He said if none of those fixes work, or if I was uncomfortable doing the work myself, then we could set up an appointment. He could not have been nicer on the phone. I will definitely be recommending Monarch Pools to anyone that asks.
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Reason of review:
Good customer service
Anonymous
map-marker Parsippany, New Jersey

Review in Shopping category from Parsippany, New Jersey

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I had monarch pools open my pool. I have the new mesh cover. The day before they were to open the pool, I received a confirmation call for the appt. briefly at the end of the call she mentioned that the cover should be free of leaves. I looked out of my window to see the 2 men empty the contents of the cover into the pools. I called and was told that the message the night b4 stated that the cover should be clean!! I have been doing business with them for a few years. It's always something with them. They no longer remove diving boards etc. what they did was unethical .. To dump that onto the pool. Never again
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Reason of review:
Order processing issue
Anonymous
map-marker Clifton, New Jersey

Monarch Pools And Spas Customer Care Review

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Well I have been dealing with Monarch for over 40 years as of today I will be dealing with Leslie Pools At Monarch the older person that I had to deal with today was as RUDE as he could be Lost another customer Monarch
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Reason of review:
Poor customer service
Anonymous
map-marker Newark, New Jersey

Positive Experience Review

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Chrisian Henao was a absolute pleasure to meet. He went way above and beyond being a sales associate! ! I used to deal with Leslies pool supplies, not anymore all Monarch pools. Thanks to Christian! !!!
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Reason of review:
Good customer service
Joseph D Nja
map-marker New York, New York

Stay FARRRRRR away from Monarch. Nightmares waiting to happen.

I had a replacement pool done by Monarch Pools. When I signed the contract, the bottom of the contact states that Monarch will do the work with "minimal aggravation" to me, the customer. Unfortunately, all we have had is aggravation through this entire process. The pool parts/supplies were placed in my driveway on Friday June 21th and work began on Saturday June 22th. When I asked the foreman on this day how long the pool would take for installation, he said there would be "water in the pool in about 10 days", which would mean Monday July 1st. Though I was told the crew was going to be there in the morning, They didn't arrive until after 4:30PM and worked until about 7PM, effectively ruining my plans for the day, but this is the least of my concerns. On this day, the majority of the excavating was done. Unfortunately, there was no dumpster to remove the debris, no fore-warning of the amount of dirt that was going to be piled up on the side of my house. Maybe I should have anticipated this but I have never been through this process and would expect Monarch, as licensed professionals, to give me fore-warning things such as this so could be prepared accordingly. When the metal/debris was being removed, at one point, it fell into the side of my house, damaging the siding of the house (picture 1-example of a few spots), damaging my kitchen window screen ( do not have but I can provide a picture if necessary) and one of my gutters (picture 3). Then the metal/debris from the old pool was left on my front lawn and was told it would be removed 'in a few days". Ok, 2-3 days I figured, I can live with this. Additionally, during the excavating, they hit a gas line in my yard which caused a bit of panic, having to have PSE&G to come to the house and also ripped out the electrical lines which ran to the pool shed in the back of the house (can provide picture if necessary), which now needs to be replaced. Other challenges experienced, this day, the two contracted crews/workers, Lance & Umberto have obvious frustrations with each other. Though both very nice, polite and respectable to me, both on various occasions complained to me about each other. as a customer, I should have no knowledge, nor should it matter to me, the challenges that are happening amongst the crew. It turned out to be 27 yards of dirt (more on this later). After the initial excavating, the crew did not return to complete the excavating until Thursday June 27th, 5 days later. Moreover, again, I was told they would be there in the morning, however, the crew did not arrive until 6:30PM and worked until 9PM, to the displeasure of my neighbors as well as myself. At this point, the amount of dirt piled up on the side of my house was so much that it went to the base of my kitchen window (6 1/2 feet high) from my house, and damaged my neighbors fence, which will have to be replaced. Additionally, two of my basement window screens were destroyed due to all of the dirt/shale and one of the windows was damaged. Luckily there was a window stop which prevented any major dirt/shale getting into the house and I was able to repair the lock that broke open, however, the frame is off as now when it rains, some mud/water seeps through (picture 8). On this night, I texted the sales manager, expressing frustration with the project. He replied that he would "tell the owner of the company of the text messages we will reply tomorrow". I never heard a reply. The excess dirt (not needed for back-fill) was removed I believe the next day or two later (still, more on this later) Next day of work occurred on (either) Friday June 28th or Saturday June 29th when the walls of the pool were installed, thus completing the first step where the pool was ready for the inspection. At this point, the foreman apologized for the delays in the installation and said that he used to have 3 crews working for him but now he only has one, this the work load is too much for the timeline that they were given. Additionally, my neighbor complained to the foreman about the damaged fence before I could get to the neighbor and apologize for the damaged and assume him it would be replaced. On Tuesday, July 2nd, I had a conversation with the salesman expressing many of the challenges experienced, one of which was that the debris, which now included many tree branches that had to be removed for excavator access, was still on my front lawn. It looks so horrible that I was embarrassed to be in front of my house. At that point, it was finally arranged to have the debris removed and it was on the morning of July 4th (which upset my neighbor that work was being done on a holiday). The excavator was dropped off and stored on the side of my house the night prior and stored there again afterwards for the following few days. On Friday July 5th, the cement was finally placed in the pool. Finally, the pallets of base/mix that was placed in my driveway was used so I finally again had access my garage and park in my driveway (however the bags from the mix were placed in trash bags and left in the driveway). Saturday July 6th, the excavator was picked-up from the side of my house but my neighbor retaining wall was hit and needed to be repaired (which Monarch arranged). My front lawn was destroyed and now consists of a mix of dirt, red shale and cement mix. The pool was finally back filled a few weeks later but still had about 15 yards of dirt left. Monarch was trying to put it on me to have it removed saying they didn't realize how much excess dirt there would be. If they didn't know as the professionals, how would I know?!?! After arguing with them for a few weeks, they finally arranged to have it removed. The pool was finally finished towards the end of August, then I had concrete poured. When i was talking to the company, they were saying how it is the word around the industry that my pool installation was so screwed up and all are talking about it. When I finally spoke to the owner Tom White, he was no better than a used car salesman. He told me what I wanted to hear and only offered me a tarp pool cover worth $250 (telling me the safety covers are horrible, even though they are the best ones. I eventually talked him into giving me a discount on a rugged mesh safety cover. After it was ordered, I texted the foreman asking when it was going to be in. he said they would install it on Sunday (October 20th). I planned my weekend around this. On the Friday before, I got a call from the office looking to schedule the installation. I told her I worked it out with the foreman to have it done Sunday. She said they don't work Sundays and would call me back. She then called my wife for no reason saying that she just spoke to me. Still have NO idea why that was necessary but I never heard back from her. I then texted the foreman again who told me he had my phone # confused and thought he was talking to someone else. I then scheduled the installation date for Saturday October 26th at 11AM. They did call me the previous day to confirm but working, I did not return their call until the next morning, day of the installation. They then said that someone would be over between 12-2 for the install. I asked what happened to 11AM, he said he didn't hear back so pushed me back. REALLY?!?! After everything that has happened. So I got mad and yelled because they are ALL clueless there. The team finally shows at 1:30 and want to collect the payment before starting the work. i showed them the certified check and after everything, i wouldn't pay until the job is completed. Juan, who worked in the office, said no. I then called Juan who started yelling at me that I was rude and yelling earlier so he wouldn't budge and said "no check, no cover" and hangs up the phone. The MOST unprofessional thing anyone in the service industry has ever done. I then call him back and we get into a yelling match. Everyone there, expect for the salesman, seems to forget who the customer is. They need to hold themselves to a higher standard and sometimes getting yelled at is part of the job. I know, I work in the service industry. Finally, I tell him I want to talk to Tom White, he called me back and was now nice saying they would let me pay afterwards. Dealing with them all summer, caused me SO much stress to the point where I had to go see doctors. I had someone come give me an estimate on a fence and the guy used to work in the pool industry. He asked who I used and when I said Monarch, his reply was "good luck". I am thankful that I don't have to deal with them again (though they Still haven't repaired my gutter, screens or house siding-so I am holding the final $500 balance) but 1000% regret using them. Brian, the salesman is a nice guy and really does care. It about ends there for Monarch. I wish he'd go work for another company. trust me and stay far away from Monarch. They last thing they do is honor their contract where it states "minimal aggravation to the customer". That is ALL I had.
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1 comment
Guest

I have a Monarch Pool for over 30 years and the install was fine.

I am on my 3rd vinyl liner due to sun and chem bleaching.

had it installed 2 years ago, great job and no issues. Also had a new tarp cover installed for the winter and again no issues.

Converted to salt water last year and love it.

Anonymous
map-marker Newark, New Jersey

Monarch Pools-Spas complaint

This complaint was filed with the BBB of NJ: We contracted with Monarch Pools to install a 20x40 in ground which was installed in September 0f 2007. The pool was closed after the installation for the winter and never used. The pool was opened at the end of March of this year (2008) to have the contrite poured around the pool. When the pool was opened it was discovered that the liner pulled away from the side wall by the low-end in-take basket, buckled by the steps in the low-end and buckled between to two deep-end drains. Monarch has refused to properly respond to our phone calls and now we were informed they want to charge up to $750 to fix their own poor installation of the liner. I am not shocked about this because during the whole process on getting the pool installed by them they never behaved above the board. For example, they destroyed our driveway along the side of house leading into the background and the Belgum Block border. They stated that they would not fix it and it is just part of the expected damage of having a pool installed. They even forced us into paying for part of digging the trench from the house to equipment for the electrical (even through they were responsible). In so many words the on-site coordinator, George, said if they used the backhoe the underground pipes would be destroyed in the process therefore we better pay to have the electrician dig the hole (can you say "blackmail"). When we paid the money, he promised to provide us a store credit of $150; do you think we have seen it? NO... They had us pay some of their sub-contractors directly; even through our contract was with Monarch directly. Glenn tricked us into signing the permit request with the town showing us as the contractor doing the work when in reality we signed a contract with them to be our contractor. There were points in the job when their sub-contractors made us right checks for them in the name of "cash" for things they said were not in the contract with Monarch (or they would refuse to complete the job). We had to pay the concrete contractor for the complete concrete job when we were expecting the concrete to be included in the home loan. Can you imagine getting an unexpected bill for $4800+ and then find out on top of that Monarch messed on the concrete measurement costing us $2800 more. Glenn and Tom from Monarch used inappropriate with us on the phone, especially when we told them that we were holding the final payment of $500 until the pool job passed the final town inspection (which is our right according NJ State Statute). They even had the nerve to have their concrete sub-contractor come after us for their $500 owned by Monarch. We told the concrete guy that we paid Monarch for everything less the $500 which we considered part of Monarch's profits and he should go after Monarch for the money since Monarch was technically their customer not us (our contract was with Monarch only). All we want is our liner and driveway fixed at no cost to us and Monarch to disappear from our lives.
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