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September 2024 by Stephany Weedin
I want to bring attention to a major concern regarding the Marquis Hot Tub store in Beaverton. I initially called a few weeks ago due to my hot tub making a loud noise. According to Marquis Spa, our hot tub was under warranty for equipment and plumbing. When I called the store, I mentioned the warranty and asked for someone to come out. They immediately scheduled me without further questions or comments regarding this repair. Dustin came to our home on the scheduled day and spent less than 5 minutes looking at the hot tub and said everything was fine. I called the following day and spoke to Tony Vega (Antonia Morales) and let her know that Dustin came out, spent less than five minutes looking at the hot tub and it was still making a noise but even worse now. She immediately scheduled me to have John come over. I sent her videos of the hot tub (she also never mentioned further comments regarding repair). John came out, as scheduled, and said that the plumbing was vibrating on the motor so he had to adjust the plumbing and insulation. He then mentioned that he needed to take payment for the job. I explained to him that out of the multiple people I spoke to, no one mentioned a payment and I was under the impression this was covered by warranty. He said I would have to talk to Tony about it.
Tony called me today, August 27th. She asked me about my voicemail regarding the payment that was due. I explained to her that I was shocked that there was a charge due to the reasons mentioned above. She told me that I needed to pay over the phone. I explained to her that I was not comfortable paying as I never agreed to service charges or fees, as they were never mentioned beforehand. The conversation escalated to Tony stating that she would send someone over to my home immediately to undo the work that was done. When that was stated, I let her know how inappropriate that was and that it is trespassing to do so. She stated, "I can do what I want since you're not a paying customer" and continued to threaten to send someone to my home without my permission. I told her that I never even received a printed bill and I would not pay until I received something via mail. She told me she would lower the charge by taking off the service call and just charge me the hourly rate. I was very unhappy with her comments and told her that I was planning on reporting the business to the state of Oregon and BBB.I also explained to her that since the hot tub is under warranty, they could send the bill to Marquis Spa because the hot tub plumbing was the issue. She ended the call by telling me it was my responsibility to pay.
I shortly received an email after that with an invoice that had the full charges on there. Without me responding, I received another email stating that this local store is terminating our contact and that the charges are being written off.
While I am glad to have closure, I feel deeply concerned with the way she handled and approached this incident. If I knew what I know now, I would never have purchased a Marquis Spa and would have gone to another local spa store instead. So be aware that the warranty is not guaranteed and that there are hidden charges they might not tell you about when servicing your hot tub. It seems as other reviews have posted about similar experiences as well.
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April 2024 by Jessica Ricketts
There is a $150 fee for service tech to come out and look at your hot tub. They did not make us aware of that when before they came out. They spent 5 minutes at the house. I called the service center and they swore that they told us. Stating it was a "misunderstanding" on our part. We did not sign an agreement or speak of a verbal agreement. Terrible customer service.
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February 2024 by Richard Meganck
We. have had our rendezvous tub in for about 18 months and it has been a real joy - no problems at all. Tom Orr and his crew were courteous and professional in all related dealings to purchasing and delivery of the tub. They will be the only ones to maintain it in the future. I can recommend them without question.
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February 2024 by Kim Stogsdill
Beware ! If you purchase a Marquis Spa they will help you with service only until after your warranty is expired then they won't help you any more and they won't sell parts to other service companies so you can hire someone else to assist you. They force you to either pay high repair cost and have lengthy wait times while other companies struggle to get replacement parts or they try to sell you a new hot tub. I ordered parts from them for 3 customers tubs who hired my company to repair their Marquis Hot Tubs. The parts department processed my order and charged my credit card. She then called me back after trying to place the order with the factory and told me that they wouldn't sell parts to me and that she was refunding my payment. Marquis has also been bought out by another company and they are no longer a locally owned Oregon Business.
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February 2024 by Steve L.
We have a marquis hot tub and swim spa. Cannot get hot tub repaired because company is not responding to the local dealer. They used to be a good company but since their relocation dealers apparently are having real difficulties getting repair parts
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December 2023 by Corey R.
We bought our spa there a couple of years ago and had it installed in a town on the Oregon coast - miles away from the showroom where we bought it. They did an outstanding job of setting it up and answering questions the first few months. I just called the store for a list of follow-up questions we had about repairing the lid locks after someone broke in, along with questions about an anomaly in temperature, vapor lock when refilling the tub, and some others. Alan, who was visiting from the Salem store answered all of my questions thoroughly and patiently (there were no issues with the tub, just our operation of it) and got us a repair kit the same day. The staff has always been great and we love the tub and finally decided to leave a review after two years of satisfaction.
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June 2023 by Shannon S.
I have been a client of Marquis Spas for almost two years. Our regular service person, Tom, is fantastic. I called the office and spoke to Ryan to request that Tom be our usual service person. He was so rude. Proceeded to tell me that is not how he does it. I told him how important it is to have a consistent service person who gets to know the clients and their spas. Because of Ryan's stance this has unfortunately led to inconsistent and sub-par service. I will be terminating my maintenance and service contract with them and going somewhere else. I am updating my review -- within 20 minutes of posting my review - I got a call from Tom Orr, the Supervisor and he was extremely apologetic and assured me he will take care of the issues I encountered. Very professional.
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October 2022 by Derek Masuda
For someone who knows nothing about spas, they empowered the customer to manage their own spa. The staff is knowledgeable and helpful; even with the most basic questions. Not only did they convince me to keep our current spa, I'll be looking to this place for my spa needs going forward. Thank you for the excellent customer service!
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August 2022 by Gavin S.
I spent the weekend visiting various local Hot Tub locations with the intention of buying a hot-tub this weekend. Marquis was the last location I visited and easily the worst in terms of the sales guy that I was talking with; think 70's used car salesman that has never sold a car before. After seeing a hot tub that I was interested in we sat down to chat pricing and he refused to give me pricing without me providing all of my contact information, but couldn't tell me how that data would be used. Why do you need my contact info to give me prices in store? No other dealer asked for it. The conversation ended with this guy saying "you're just wasting my time and not even looking to buy". I left at that point and made the call to purchase a $14k hot-tub from one of the dealers we were at the day before. REALLY POOR SALES!
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August 2022 by Tim R.
terrible customer service. all they will do is refer you to your dealer. I am sympathetic to the supply chain issues, but my spa was supposed to be shipped in 6 months, its now 9, my dealer didn't have much info so I called Marquis and they sent me back to my dealer. Wouldn'T divulge any info for the delay.
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July 2022 by Dave Mc Elheran
It was time to replace our old hot tub so we purchased one from Marquis in Beaverton. Our old hot tub ran on 220 . Marquis said they would have ours converted at the factory before they shipped out to us. When it arrived we called an electrician to come and hook it up. The electrician told me he couldn’t because the tub was on 110. The electrician was very kind and didn’t change me for the service charge. Marquis had to send out a service technician to make the change that should have been done at the factory. After the wiring to the tub was upgraded to Beaverton regulation and connected to the hot tub, the tub wouldn’t run. Marquis said they would send out another technician to troubleshoot the problem, the conversion hadn’t been done properly. We had ordered a walnut colored cover and received a black canvas cover. The cover lift which sold for $799 was dropped to $400. When I asked why it was so expensive I was told it was a hydraulic assisted lift. The lift was the standard $149 one that can be ordered online. Of course they denied that they said anything about the special lift and said this was their standard lift for $400. My advice,get everything in writing and check out what things cost online. I would not recommend Marquis Hot tub in Beaverton on Cascade ave.
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February 2022 by Sarah Convery
Terrible experience. The salesman, and the manager, were dishonest and cost us thousands of dollars. Besides taking a year longer than promised, they also hid extra costs that we would need to incur for delivery. I highly suggest going elsewhere, even a different Marquis location. The product is fine, but the sales and customer service is disgusting.
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January 2022 by Nancy W.
This is our second Marquis Hot Tub. Not all brands are created equal. Our first hot tub was purchased 25 years ago. When it came time to purchase another one about a year ago, we did our research and went with the same brand. Great Oregon company and Zach at the Beaverton location was awesome. Great service after the sale too. We recently had some questions about water clarity and chemicals and they were so helpful over the phone and in person!
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December 2021 by Sam G.
Some of the worst customer service I have ever experienced. Often find them sitting around when getting supplies, and full of attitude. They also send out disrespectful workers who fail to leave any kind of info on the date of service or when to expect them again. Honestly, I have no idea how they remain in business. We left them and found a local competitor with much better pricing and customer service. Don't waste your time or money, beyond the surface level, they are all fluff and don't deserve your valuable time or money
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December 2021 by Adam & Jessica Spang
We've owned a beautiful Marquis hot tub since 2008. We use it everyday. Great quality, still works like it is brand new.
