From the first visit to the store speaking with Lindsey to the last day my pool liner was installed, was steamed lined and smooth sailing. She sent a 3 man crew to my home to access the damage caused from snow and ice. Aaron, John and Carlos discussed with me their recommendation for repairs. No new pool was established and that a new liner would suffice. Lindsey sent me a email with my options. I picked out the one I liked and she ordered the correct size based on the crews measurements. John called me with a date for installation and showed up on that day. All three men where considerate, polite and patient with me and answered all my questions. I would recommend this Fitchburg crew for all your pool needs. Thank you all. I'm in for a great summer. read more

Definitely recommended help with pool issues and listen to what's happening to the customers

Terrible service. Awful prices. Poor communication. My regular pool person retired so we had to get the pool open in a pinch due to area damage. I was hesitant to call them, seeing the negative reviews, but they were the only ones who could come out quickly and I figured that a pool opening was straightforward enough. The opening cost us $400 for a 20x40 in ground pool and then they ADDED $50 on top of that AFTER they opened it, due to us having a pool heater! Mind you, the heater was note working/did not even turn ON due to the damage, but they decided to charge us anyway because that's what they charge "opening pools with heaters." What? For the $450 they charged, they rolled off the cover, threw in some chemicals (or so they said) and were gone. They didn't even drain and stack the water blocks that were all around the pool (to hold cover in place in the winter) or get rid of the leaves that were at the bottom of the pool. Now I need to find another pool company to come in and get the pool in shape. Don't waste your time and money with this pool company. read more

The service, selection and value was great. Very professional company. I had an olde unground pool liner removed, replaced and filled with water in the same day! The gentlemen that came to do the work were very experience, courteous and experienced. I would give then a ten star rating if I could. I would definitely recommend them to anyone looking for a pool company. Im very satisfied and excited about my new pool liner!!!! read more

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Just had my above ground pool liner replaced. I have an old pool so had to be custom made. Was replaced in timely manner & the guy in charge mike was very informative of what was going on & genuinely knowledgeabl. Looks great!! read more

Just saw that the ownwr/Manager responded, so I wanted to make sure people weren't misled. His business is 100% the company I was talking about. I had moved from Boston to Rutland, which is where the "lack" of service was done on my jacuzzi. Felt totally scammed by these guys. Close to $2000 in repair charges and parts and never got it fixed. After swearing at me and telling me he'd sue me for payment on the latest repair that didn't work, he tried to sell me a new tub! Yeah, let me give you several thousand dollars after this debacle. Would never recommend this place to an enemy. read more

We are done with Surfside Pool in Fitchburg. We have had one bad experience after another. We should have learned our lesson years ago, but kept giving them 'another chance.' We falsely believed that remaining loyal to the company that installed our second inground pool, and buying all our chemicals from them, that we would be treated well and valued as customers. Just a few things -- Surside has billed us wrongly numerous times. Once, they even showed my account as paid, when they never deposited the check I sent. I called and let them know..they were grateful and promised to "remember" ... Surside opened our pool (wrong address, wrong date) while we were away for two weeks. The pool filter ran for two weeks with no basket, no attention from us. They billed us fully, and did not do a thing to rectify. We have only ever used Bacquacil in our pool. Never chlorine, due to an allergic reaction to chlorine. Surfside opened our pool, ignored the work order, and used chlorine! While we were home and outside. They never confirmed. We had greeted them upon arrival, brought ice cold canned sparkling water on a very warm day, and said "if you need anything or have any questions...." Surside Pool Company charges top dollar to open our inground pool, but does not deliver even mediocre service! read more

Surfside Pool Company - When chlorine is used in a Bacquacil pool .... how long will it take to dissipate? - Hot Tub & Pool Near Me - Fitchburg, Massachusetts

This company is horribly run from the top to the bottom of staff. Yes it is the time of covet but I ordered my liner last August I was told it would come in over the winter and I would be the first to have it inside this spring.. well it is the end of June and the installers just came for 5 minutes to train my pool and said they might be back tomorrow. I will never ever do anything with this company ever again The only reason I did was because they had competitive pricing. read more

They couldn't find the right house so they just went to the wrong house and opened their pool. Didn't even try to call the office and confirm the address just trespassed and then were extremely rude to the homeowners. You trespassed on someone's property then are rude to them? So unprofessional, do not use this company. read more

DO NOT USE I wish I could leave negative stars. Once again they lost parts to my pump when closing the pool and this time I can not get replacement parts (gasket for pump cover) Until end of June. When I spoke with manager Dennis he stated they have no reason to take this off. Well Dennis since you rudely hung up me before I could say yes they did as the put the gauge and site glass in the strainer so unless they are magicians they took the cover off and lost my gasket. They never have they taken any accountability. 20 years and I am done read more

Terrible service. I paid $175 for them to come close my pool. The first time they put the wrong size cover on. They put a different cover on the second time and it came off and now it is in my pool. General manager Dennis told my fiance someone would be here on Monday to fix the issue again and no one has showed up. read more

I needed my liner retightened as I had sagging spot. Explained setup of pool & deck when I made appointment in person. Waited a week for them to show only to be told that the wrong work crew was assigned for this. This was on a Friday. Was told I would hear by that night about rescheduling. Never got call so I called. They said I'd hear back over weekend. It's now Monday and nothing!!! Worst customer service ever!! Very unprofessional saying you'll call and fail to do so 3 days later! I will never buy anything from them again. read more

THE WORST! once they get their money they stop returning calls. Owner is the worst and lies. Left a big hole in my yard and I had to threaten court to get someone to finish read more

Incompetent and a complete waste of my time. Strung me along for two weeks. Issued an estimate that was valid for 14 days, and then failed to honor it on day 13, said price went up unexpectedly by $5k. Slow to respond to emails and calls, won't sign anything agreeing that their 10% required deposit is refundable if project fails to start. Save yourself a headache, look elsewhere. read more

I decided to buy an above-ground pool from Surfside, despite the many bad reviews. They had the shortest wait time (I thought). They told me they were installing 3 weeks out. Three weeks passed and no word. I called them and the answer was, "oh, yeah, let's get you on our schedule."Then, it took another week for them to show up. At this point, we were five weeks out from the time I gave them a deposit. The crew showed up the next week for one day. Then it was July 4th. I was told by the construction manager that they would be back the following weekend. No show. I had to call again. They told me how overbooked they were (here's an idea: only sell the amount of pools you can actually install on time). The crew showed up again for two days and I was told they would be back. Same thing. Didn't see them for another week. To make matters worse, they destroyed my yard. On top of all of the installation delays, here is an itemized list of all of the other issues: 1. The area where they plopped down the pool services (filter, pump) is full of sand. I had gravel in that area, which would have made a better space for the services; additionally, they should have installed everything in a manner that is permanent, as I cannot lift the sand filter and the whole system is sinking down into the sand with every rain storm we have. I would expect it to be installed on a slab or some other permanent, durable place, where the frog filter system could be bolted down appropriately so that I am not constantly fighting to get the lid off of it. 2. I asked that the services be installed by the existing electrical plug where I had previously had a pool. They did not do this and so I am using an extension cord, which is completely inappropriate (and against code) until I can get an electrician to move an outlet that was already placed appropriately. I spoke with the gentleman who was "overseeing" the install (he was here perhaps twice during the entire project) and he assured me that they would install by the existing electrical outlet. Then, I come out and it is installed in an entirely different area. They claimed it had to be on the "curve" of the pool, but there is a curve right by the existing electrical outlet, as we previously discussed. I was not informed that they would move it, I just came out and found it that way. Curiously, where they installed it is much more visible and closer to the gate coming into the back yard. 3. I have a granite step and a herringbone pattern walkway that leads to the back yard. They ran over this to the point that it has all come loose. There was no reason to run over this area as we opened the fence for the bobcat to enter and dig the way too large hole in my back yard. 4. I have a stone deck with a wall around it. They ran the bobcat into it enough that it destabilized it and broke the stone and I will have to have it repaired. 5. I have a stone wall that is in front of my shed; again, they ran the bobcat into that wall and damaged it. It is also broken. 6. They broke the latch to my gate that goes into the back yard. I fixed it temporarily, but now it is completely broken. 7. They left a pile of sand in my front yard for at least a month after the job was finished. Now the grass is dead; they removed it with the bobcat and made tracks all over the yard, which also caused more grass to die. Their response: "oh, it'll come back." Well, it's not back yet. Ironically, the job manager assured me that they would lay down a tarp before dumping the sand so that they could pull it up easily and not cause damage. They did not. 8. My yard looks like a bomb went off and created a giant crater in which is installed a pool. I believe the way that they left my yard--ruined and with a giant hole to deal with is not a job complete and certainly not a job well done. I do not expect them to fully landscape it, but it should at least resemble what it was prior to this job. I am going to have to hire a landscaper to repair my yard (which I just had landscaped last summer). They took no care at all with the bobcat--just hacked away at my yard, destroying everything, not simply creating the correct size level area for the pool. Now I have a big muddy mess around the entire pool. 9. They installed on of the supports so close to the deck from my previous pool that the top cap on the pool support is broken. This was broken before they even completed the job, but they just left it that way. I have attempted to resolve this with the general manager and the construction manager. The construction manager became so angry that he left the phone call. The general manager went line by line, explaining to me how none of this is their fault. I have photographs of everything, which I sent to them with the complaint. The GM finally said he would "look at the pictures some more" and get back to me. That was 3 days ago. No word. I wish I could post photos here. read more

Worst customer service ever. They make the RMV look fantastic in comparison. - Dropped off an AquaBot pool cleaner to be repaired on July 3rd. - Called 3 times over 3 weeks. "Don't call us, we'll call you". - Called on July 20. "Our repair guy hasn't diagnosed the problem". - Called on July 25th. "Our repair guy isn't in yet. He'll call you when he gets in.". Nothing. Avoid this business like a plague of locusts. read more

I looked at two pool companies when we decided to get a pool, Surfside and Snyders. Surfside was $ 5,000 cheeper and they seemed reputable so choose surfside, huge mistake! They ended up charging me $ 6,000 more than they quoted, but I had to pay it other wise they would have left my yard looking like a bomb went off. So, that's how they got me. They also did a horrible job, they didn't put fill under the stairs so I have to remove the pavers every year and put more dirt under the stairs.Now I have to have the lines dug up because there is a leak which is going to cost me $ 4,000 to fix. I can not believe this company is still in business. One simple message..DON'T DO IT, GO SOMEWHERE ELSE read more

Last summer I purchased a hot tub from Surfside and initially had no problems. However, this spring I found a body of water forming around the perimeter. Since it was still under warranty I called and reported the problem--and was happy to get a quick response that resulted in the replacement of the leaking gaskets. At the time, I was told the problem originated due to poor chemical distribution. Having had a pool in the past and dealt with chemicals for almost twenty years, I was surprised to hear this would be the issue since I had always been very thorough during the duration of my hot tub ownership. Approximately four months after this repair I noticed that it was leaking once again. Upon inspection, the repairman stated that it was, for a second time, due to poor chemical distribution. When I tried to discuss this with him, the repairman angrily responded that he couldn't even smell chlorine (a note that he also made on the invoice). Well, the reason he couldn't smell chlorine is that I use baquacil, so there shouldn't be such an odor--and I made sure to inform him of this immediately. Also, to further follow up on his chemical statement, I checked all of the levels using strips, which registered as ok. Even though the hot tub was still under warranty--and this was a repeat problem--Surfside's owner billed me $255 for the work (however, he did cover the replacement gaskets). Upon returning home later on the day of the repair, which occurred while I was away, I removed the panel only to find that it was STILL LEAKING! Needless to say, I'm very disappointed in this purchase, the customer service, and my overall satisfaction from Surfside. To anyone out there, I say, "Buyer Beware." Vistaprint - 250 Business Cards - $10 Free Shipping. Design your Premium Business Cards Online. All for $10. Why this ad?Ads - 0.05 GB (0%) of 15 GB used Manage 2013 Google - Terms & Privacy Last account activity: 6 hours ago Details read more

We bought a pool from Surfside pool company less than one year ago and would recommend you never do business with this place. The install was very unorganized. They tell you to your face we will be back tomorrow and not show up. Less than a year latter the sand under pool is washing out and no one will return my calls. read more

Terrible customer service, purchased a pool to find out they sent a mixed kit that was missing pieces. Phone calls weren't answered and messages weren't returned. I still haven't had my issue resolved. I highly recommend staying away from this very unprofessional place. read more

Had my vinyl liner replaced in the Spring. The installers did an excellent job. The price is reasonable and as expected. Large selection of choices from many competing companies. Surfside did not pressure me into buying from one brand or another. I am getting a safety cover installed this fall for the first time. Also many choices and brands and pricepoints. This is what sets Surfside apart I feel. I am looking forward to the upgraded pool for next year already! read more

Had a scheduled appointment for pool closing. They rescheduled twice stating it was due to the high volume. They never give you a time that they will come they just say they will show up on a specific day. When they did show up, no one was home. They left us a note saying that they didn't close the pool because the needed equipment was not left out. They have been opening and closing our pool for the last three years and the equipment has always been left in the same spot net to the pool pump. If the employee had simply opened the door to our pool house they would have found the necessary items placed right next to the pool pump. Clearly these workers did not want to do the job so they came up with a lame excuse. We were told to call and reschedule. They couldn't get us scheduled again for 12 days. Then we received a bill for the services that were not rendered. Very poor customer service. Will never use them again! read more

Surfside Pools has installed two in-ground pools for us at two homes over the last 20 years. They have always been responsive and done their best to address any issue we may had over the years. Brian, and Dante, are great new hires, always friendly and professional. My Aquabot is being serviced now and I am confident they will do a good job handling the service with the warranty. read more

I recently purchased a hot tub from Surfside Pool. My previous hot tub was purchased on the internet 10 years ago. That hot tub was a great value - a quality unit, inexpensive, and delivered to my door with no fuss. The problem was that every time I needed it serviced, I would call Surfside Pool to come out and they would tell me I was at the bottom of their priority list since I hadn't purchased the unit from them. So when it came time to purchase a new hot tub for our new home, I went to Surfside Pool in Leominster. I picked out a unit that I thought would meet my needs. I did this with very little help from the sales guy, Jeff, who pretty much told me and my 6-year old son not to sit in the tubs because we would mark them up. I didn't get all of my questions answered but foollishly I went ahead and put a $500 deposit down and ordered the hot tub. Two months later, I was still waiting to hear about my hot tub being delivered. I called Jeff who told me it was going to be delivered that day (What a coincidence!) and he would call me to have it delivered. I didn't hear back and had to call him once again. He told me that because of the snow they could not deliver it. I agreed to wait until there was less snow on the ground. When the snow was gone, I still had to wait two weeks for him to find a time to squeeze me in for delivery. One of the guys who delivered the tub was surly and unhelpful. The tub itself came with an Owner's Manual for 10 different units and I had no idea how to find information on my particular model. I called Jeff to ask for help and he said "Didn't you get an owner's manual?" When I told him that I could not find the information specific to my tub, he said that was all the documentation he had. No attempts were made to answer my questions or assist me with my problems. As for the hot tub itself, it is not what I wanted. The unit is greatly inferior to my previous hot tub and I still can't figure out how to drain the water from it to clean it. There is no point in calling Surfside Pool because they already have my money and don't appear to want to help me. The kicker was that yesterday I was cleaning the unit and found dead hornets, leaves, and other junk inside the filter assembly. Given that this was my first time opening the filter assembly, the debris had to have been delivered with the unit. All in all, this has been a horrible buying experience and I will not do business with Surfside Pool again. I paid too much for a low-quality hot tub (that I am stuck with until I can replace it) and I have received the worst possible customer service possible. Their attitude seems to be that they are doing me a favor by letting me spend my money there. Which is fine, because I won't be doing it any more. Keith Carter read more

"Buyer beware"; by far the worst customer service you will experience!! The owner is happy to take your money at time of purchase, but makes himself invisible when attempting to resolve customer upsets, thereafter Staff in the stores are over worked, uneducated about the product line and spend most of their working hours apologizing to customers for shoddy service and making excuses for the owner!! Surfside Pools installed our inground pool 7 years ago. One of our skimmers stopped working this season and after 8 weeks of getting no where with Surfside we hired another pool company to step in and see what was wrong. The other company has repaired our pool within only 48 hours of hearing of the complaint. Even better - we also learned Surfside installed our pool using flex pipe - which should never have been used!!! this pipe has since corroded over time and now created a very costly leak!! To keep the excitement going - Surfside also improperly installed our chlorinator at time of install - which the new company also had to fix! The owner Rick seems to be responding to these blogs, so hopefully he is reading this now. Rick - please save your efforts in responding to this one. No one wants to hear you repeat how often you had a technician stop by, look at the problem and incur the cost on your side. Somehow you have made a living convincing your customers that they Are responsible for their own service needs and yet you want a thank you for obsorbing costs thereafter. ??!!!??? Amazing! You should also apologize to your staff tomorrow when you get in -Who Show up every day taking these complaint calls - knowing you are ultimately screwing customers over! No need to call - you'll hear from me read more

I have bought pool supplies from them for many years. The one time I had a problem in the Leominster store the women I called at the Fitchburg store was very helpful and the owner called me back promptly to apologize and resolved the issue. It is evident to me that he cares very much about his customers. read more

I found that Surfside pool is very fair and reasonable. They stand behind their products and are very friendly. Free water tests and expert advice just what I need. Never had a problem. The owner rick is very knowledgeable and goes out of his way to help read more

This place, through the Acton branch, installed our in-ground pool a few years ago. The process, as others have described, was haphazard and took far longer than promised (twice the amount of time). They also put the pool in at the wrong depth in the ground, meaning we had to scramble to adjust for patio stairs. The owner, Rick, was a jerk about it back then. He still owns the place and is still a jerk. He sets the tone for the rest of the "customer service" people, one of whom (the general manager) is exceptionally rude. We just had a heater failure and when I called to have it checked out, several days went by with a combination of no returned calls or me having to call them. Someone finally came out today, opened it up a little, decided we have a leak, then left. No call to me about what should happen next, etc. I finally called and got yelled at by the GM when I dared ask why no one had discussed next steps with me, why no one investigated further, etc. HE was so rude, I spoke with the owner...and it was like a flashback to the horrible service Rick provided when they screwed up our installation six ways to Sunday. Just hearing his voice reminded me of his lack of character and service. AVOID AT ALL COSTS! read more

Sirfside pools are the way to go thay know what thay are talking about and help me get my pool up and running with all the right chemicals will do all my business with them and recommend them to everyone I know read more

these dopes are a bunch of hacks! hired them to open my pool come home at the end of the day to my hose still running and the water all the way up to the very top of the edge of the pool!! i wish i could post pictures! they also broke the timer on my filter! wish i coukd post a picture of their crap work on here!! read more

I have been going to surfside for the past couple of years now. Up until recently, ihave had questionable encounters with them such as being charged for men coming on the day I didn't schedule them to come and not doing anything but nothing extreme enough to switch to another company-until this summer.I called with a service that I needed fixed (the filter pump wasn't working). I called and asked them how much they charged per hour which was $80. I thought that price sounded familiar to years past and went ahead with the job. The first guy who came out simply back-washed my pool and left the pump on circulating. Of course I had to call back and ask them to re-do the job as nothing was resolved and I know how to backwash my pool. They then send a second guy out who clears up the issue in less than two hours and replaces the parts in the filter that needed to be replaced. When I called back to pay my bill I was informed that it came to a total of $423.00!! Luckily they took off the $106.00 after my complaint that literally nothing came from the first guy coming out. After trying to figure out the bill for some time the number just were not adding up between parts and labor. They kept telling me that they were charging me for two men at $125.00 an hour because the job before or after me required it. Even after inquiring why I had to pay for two men for a one man job the manager told me "that's just the way we do it here." The manager was the rudest out of all the people I talked to throughout the day. He even told me that he didn't care if he lost my service despite the fact that I have been a loyal customer for years! The customer service is horrendous and they are extremely fraudulent at billing. read more