ComplaintsforSurfside Pool Company

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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 response

  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

  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 response

  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

  06/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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,
  
  **** **********

• Initial Complaint

  10/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Spent @ &10,000 on a 24' above ground pool, which was installed Aug 2020. Week later the original installers had to fix a bent support which they damaged. @ 3 weeks later supports began leaning several calls were made to fix the pool. After several trips to the store and phone calls, a new team finally arrived in 5/10/2021, they stated the pool would need to be taken down and redone, they dropped in a pump and began draining the pool. A 3rd team showed up on 5/25/21 and releveled the top rail and reset some bricks. Aug 2021 the pool is in worse condition then ever. I now have a wooden beam propped up against a pool support to try and keep it from shifting. The liner is formed around one of the bricks and a cap on the opposite side of pool came off. Pool is less than a year 1/2 old. Several photos have been taken and log kept as well as some video from security cam. 9/20/21 Supervisor said he would be out to see it, no show. 10/20/21 Month later went to the store theft message no call back. Paid for a pool closing, surfside never closed it.

  Business response

  11/22/2021

  Business Response /* (1000, 8, 2021/11/15) */ This pool was installed by a sub contractor. When we realized that the customer was having issues with the sub contractor's installation, we called the customer and are working to remedy their problem. We have a crew on site today and we anticipate that they will be finished mid week this week.

• Initial Complaint

  10/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We signed up for the mountain pond special and was bait and switched. Overcharged us, and took down the special online only after we complained. They did this several times. The did not build the pool to the engineered plans using only several inches of concrete instead of 8". Pool equipment doesn't work properly. A quarter was placed under the liner to cause a premature tear in liner. The guys were high and on drugs during the whole build. Causing 4 accidents in 1 day. I was called a ***** and they wanted me to fist fight on several occasions. They lied to the insurance company about each accident even though it's on film. The owner covers all his lies with more lies. Our pool equipment is being shut off on cold nights to create a freeze. I caught them last night and isssued s no trespassing notice with Burlington ma police. The owner is trying to black mail us to not press charges or he will make problems for us. Including threatening to send his collector friend on me.

  Business response

  11/30/2021

  Business Response /* (1000, 5, 2021/10/19) */ Our Mountain Pond Special was a basic pool package that included 4' of brushed concrete in the advertised price. The customer did not sign up for a Mountain Pond Special, because the special had been discontinued weeks prior to him signing an agreement. He was told this by our salesperson, and verbally acknowledged this. He acknowledged via email that the price had increased substantially since the time he initially inquired about a pool. (see attached email) He signed a contract for a pool and accessories, which did not include a concrete deck. (see attached contract) He apparently did not inform his wife that he signed a contract for the pool only, not the Mountain Pond Special. It wasn't until the liner was installed in the pool that his wife realized that the concrete wasn't included. She called me demanding that she get the Mountain Pond Special to include a 4' concrete walkway. In an attempt to maintain a good relationship with the customer, I offered to issue him a $4000 credit to be applied towards the cost of 4' of brushed concrete. The pool has been built to exceed the engineered plans, as 8 cubic yards of 2500 PSI concrete was poured as a footing around the pool. (see attached invoice) Prior to the liner being installed, our installer dropped a coin on the bottom of the pool. It is laying flat on the bottom of the pool. This was brought to our attention before the pool was completely filled. I offered to remove the liner and remove the coin prior to the pool being filled. He declined and said to let it go, he wasn't worried about it. He also complained about the coping he ordered. We offered to change that for him. Again he declined. The accusations of drug use, violence, and slurs only occurred after the Homeowner approached our crew and asked them to steal product from our warehouse and install it on the side for cash. Our crew declined his offer and reported it to me. These accusations are baseless, as no one other than the homeowner can attest to any of it. Our job foreman did not see or hear or see anything close to what the homeowner is suggesting. Our insurance company looked at his video and determined there is no visual evidence to support an accident on his property. The suggestion that we would send a crew member into his yard to shut off his equipment and intentionally damage it, is completely ridiculous. The equipment is under warranty and would need to be repaired or replaced. The pool industry has been inundated with requests for service, new installations, and repairs since the start of the pandemic. We are stretched thin trying to respond to legitimate service calls and requests; sending crew members to create additional problems at brand new pools is ludicrous. In addition, it hasn't been cold enough for equipment to freeze and crack yet. The homeowner claims he has video showing my crew members, yet when I asked to view it so that I could look into it, he refused to produce this "video". We will abide by his no trespassing order, and have advised him to hire a professional to properly winterize his pool to avoid damage to the equipment and plumbing lines. I am uncertain which charges he would press against us, so I have no reason to blackmail him. Given the fact that I issued him a $4,000 credit, he presently does not owe us any money. Therefore, I have no reason to send a bill collector after him either. Consumer Response /* (3000, 9, 2021/10/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) We absolutely signed up for the mountain pond special and even wrote it on the check before any work was started. Your crew caused 4 accidents in 2 hours under your direct management. My wife and I were on the same page from day 1. However Tara, Rick, and Dylan manipulated the contract revising it to their favor and to make it appear we are in the wrong and not on the same page. We have video of the bobcat hitting the A frames, running over the return lines crushing them and only being patched with couplings. Not even new lines. There is a gap in the cuddle cove that is sharp from the bobcat sliding into it. Infront of Rick H*****. We are constantly being lied to and Ricks lies show themselves in all email exchanges. He can't seem to get his story correct due to not being honest and having to remember his lies. He was correct in saying his crew tried to sell me stolen things and do extras for cash. I declined their offer and even went to Rick and let him know that day. He blew it off and said they are not my employees anyway they work for Aaron. But then a few days later after Jason calling me a ****** and challenging the homeowner to fight and leaving a ***** graffiti in the spot where he didn't screw in the bolts to the pool steps where they are currently very loose. You claimed he was immediately fired in a email but showed up to work again as normally. Another lie. I'm owed a safety cover, $4000 credit in concrete and all necessary repairs to 1 1/2" lines plus 8" concrete around pool base where there is only 4" currently making the pool not conform with the 8" required by the designer. Plus repairs to steel frame from the bobcat accident. Business Response /* (4000, 11, 2021/11/04) */ I started this business in 1972 with a small store in Fitchburg, and over the years have expanded to 6 locations across Massachusetts and New Hampshire. We could not have experienced this growth and success if I ran my business in the manner that this customer claims I do. During our 49 years of business, I have never encountered a customer who continues to make unsubstantiated claims and continues to slander my business like this customer has. There is only one version of the contract, which is the version he signed. As provided in our initial response, it makes no mention of concrete included in the purchase price. However, in an effort to appease the customer, we agreed to issue him a $4,000 credit to his contract. This in essence, gives him the "Mountain Pond Special" he claims he purchased. In spite of this, the homeowner has the audacity to say that we "manipulated the contract in (our) favor... to make it appear that (he is) in the wrong". The homeowner's initial request to the BBB was a refund. As mentioned in our initial response, we have already issued a credit for $4,000 (this was issued prior to his complaint). If the homeowner would like a safety cover, there will be an $1,850 balance due. However, the safety cover cannot be installed until the concrete deck is installed. Any repairs to the 1.5" lines were made and tested prior to backfilling the pool. I was standing between the bobcat and the steel frame during the backfill. The bobcat never touched the steel frame- it would have had to hit me first. I can attest to the fact that neither of those things happened. The pool passed both the Excavation and Footings Inspections by the town of Burlington, further proving it was built to meet or exceed industry standards. We find the continued false accusations from this customer to be egregious and offensive. As a result, we are considering contacting an attorney to pursue slander and libel charges against him.

• Initial Complaint

  09/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Paid $16,000 for a pool to be installed early August and although they cashed my check they have not returned. Big hole in my yard but no pool. I have left numerous message for the owner.

  Business response

  10/08/2021

  Business Response /* (1000, 11, 2021/09/30) */ I apologize for not responding to this matter earlier, because coincidentally we started this job on the date the complaint was filed. I assumed that the homeowner would contact you and let you know that her issue had been resolved at that time. Although we were behind schedule and late to arrive a good part of the delay was weather related. Prior to 9/15/21 we had a Bobcat on site, stuck, and spent hours removing it without doing any damage to the homeowner's lawn. That was a big concern to her understandably. On Wednesday Sept. 15th after several days of dry weather we excavated the site. On Thurs & Fri Sept 16th & 17th we erected the pool walls. On Monday September 20th we returned to put the heater in place. Since then we have been waiting for confirmation from a licensed electrician so we can backfill the pool. We now have that and plan on backfilling Friday 10/1/21. Since prior to excavation I have not heard from owner.

• Initial Complaint

  08/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a pool from surfside pool and it was installed in June. In addition to several other issues with the company and poor customer service we recently discovered that our brand new pool and liner was installed with a patch that we were never informed of. I have tried to reach out to the company via phone and email but no one will return my call. This seems to be standard operating for them as that is how they also handled our other issues.

  Business response

  09/23/2021

  Business Response /* (1000, 6, 2021/09/09) */ We have acknowledged Abby M******'s complaint and contacted Abby right away and asked her if we could go out to look at the liner as this was the first we had heard about a patch. Abby agreed and our general manager went to Abby's house right away and did notice there was a patch on the liner on the bottom of the pool. We contacted Abby and also sent her a letter stating that although there are no liners available in the size we need to replace it at this time, we will re-visit this when our liner order comes in and replace the liner at no charge.

*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. ↩