Complaints

This profile includes complaints for Surfside Pool Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Surfside Pool Company has 6 locations, listed below.

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  Surfside Pool Company

  139 Lunenburg Street Fitchburg, MA 01420

• 

  Surfside Pool Company

  33 West Boylston Street West Boylston, MA 01583

• 

  Surfside Pool Company

  111 Rt 101A Amherst, NH 03031

• 

  Surfside Pool Company

  7 Summer St. Chelmsford, MA 01824

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  Surfside Pool Company

  511 Nagog Park Acton, MA 01720

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Scheduled a winter closing of my above ground pool. On date of service I received an email stating they weren't coming due to weather. 2 hours later I received another email with a new service date. 10 minutes later service technicians showed up. The work performed was less than acceptable, one end of the pool left open & exposed and new water bags damaged. I called to complain. New technicians came 4 days later, the work was not much better. Pool still not completely covered and after 2 phone calls and 3 emails I'm still waiting for someone to contact me. I don't recommend anyone using this company ever!!

  Customer Answer

  Date: 11/28/2023

  I received an email response on November 13, 2023 from an unidentified individual but I believe he's the owner of the business.  He's not offering any type of restitution about my complaint but just telling me to use another service in the future.  He made no effort to call me or come and see the poor work of his employees as I requested. Very disappointing for sure. 

  Business Response

  Date: 11/29/2023

  RE ******* Complaint
  
  Enclosed, please find an email sent to ***************** we MAY not be able to close his pool on the day scheduled, due to weather. We did in fact show up on that scheduled date. So, his first complaint is that we showed up as scheduled on 10/31/23. Regarding the service done, I have enclosed 2 pictures. The first attempt we admit could have been better. So on November 3rd we sent our lead service technician to correct what we could. He observed that the cover on site is too small for a pool with a walk around deck and installed the cover the best he could. I was told he wanted a phone call but I was out of town until the following week, therefore I sent him an email (also enclosed) which informs him that he should consider purchasing a larger cover. As a note, above ground winter covers do not take walk arounds and decks into consideration. The customer has admitted he purchased the cover online. The pictures also show he drained too much water out of the pool. In short, I don't know what more we can do to satisfy this man with the present cover. I have no message of a call from him after my email. If he needs to talk to me or my service manager either of us will be happy to return his call. Another note, I never got the 1st notice from the BBB. I would have addressed it immediately. Lastly, ****************** can certainly have his opinion on my company. But I can only state that I have 5 stores in the *********** and one in **. We deal with more service issues every year. The BBB can monitor how few complaints we get. As is often said, you cant satisfy everyone no matter how hard you try.
  
  Regards,
  *********************
  President
  Surfside Pool Company

  Customer Answer

  Date: 11/29/2023

   
  Complaint:********
  
  I am rejecting this response because: I've purchased this size cover from an extremely reputable supplier and used it for 4 years with no problems.  The other pool service companies never presented any problems.  And still, there's been NO response to my complaint of his staff damaging my water bags which in itself is part of the reason the cover doesn't stay in place. The water bags like his story don't hold water. I'm done waiting for a phone call. This case is closed knowing I'm not satisfied. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/22/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought an above ground pool from Surfside Pool and had their installer professionally do install
  First liner had a hole in it and installer put a new liner in.
  Per the installer someone from Surfside was supposed to come out and demonstrate how to open/run/close the pool. No one ever came.
  When we called the store they gave verbal instruction on how to close the pool up for the winter.
  Mid winter the skimmer basket split and a section of the wall buckled
  We bought a new skimmer basket at a cost of $124.00 and installed it but noticed there is a split in the wall and a hole in the liner.
  Called Surfside who came out and looked at the pool.
  Claimed it was winter damage and took no responsibility for damage even though their office gave instructions on how to winterize.
  Denis at Surfside in Fitchburg office said "not sure who would have told you how to winterize but I can guess and she doesn't work here anymore"
  
  Bottom line - this purchase from Surfside Pool in Fitchburg, MA has been a series of bumbled events. I have a $10, 000 pool that is less than a year old with a major issue that is Surfsides responsibility.

  Business Response

  Date: 06/23/2023

  I looked at the damage to the pool and it was caused by winter damage, These are the words the manufacturer uses to describe the damage to the pool. The customer stated that he spoke to a woman who told him how to winterize it. When he told me the advice that he said he got I said I find it hard to believe that anyone in our company would give that advice, we pride ourselves on our training program. I said I certainly would not have given that advice. The wall and the liner need to be replaced and I am working with the customer to price out the repair at a far lower cost than we would normally charge. 

  Thank you, 

  Denis P****
  General Manager
  Surfside Pool Co
  139 Lunenburg St.
  Fitchburg MA 01420
  ************
  

  Customer Answer

  Date: 06/23/2023

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** **********