Surfside Pool Company

We decided to purchase our pool last summer at Surfside to ensure good service and a quality product. Did not want to deal with the cheaper big box store due to poor customer service in the past! So we decided to pay a bit more and at the time got acceptable customer service. Even paid to have our pool installed by one of their contracted installers. Our liner failed, we lost all our water over the winter and as a result had a totally ruined liner and damage to the pool itself. I will say after many calls to Surfside and the new manager Janet, we did get a new liner under the warranty at no cost however when we asked for assistance on the install we got nowhere! Call after call, no return calls, playing telephone tag, etc-​Finally got a return call from someone other than manager stating there was nothing they could do regarding assistance with the install due to liability! Buyer beware-​apparently the only Surfside store that has its own installers is the Fitchburg MA store. The others give you a name of the installer they work with and once they install your pool you get no service from them! I must say that Janet, the new manager at the Amherst store did try and work with us, did facilitate the new liner for the less than a year old defective liner and replaced 4 broken foot plates. However, we are stuck with the task of trying to replace the broken foot plates and installing the new liner on our on. It would have been appreciated to receive a personal call from the owner of Surfside, Rick, but that never happened!

I have had my share of problems in the past with this company (which is the reason for 4 and not 5 stars), with getting service and calls back. This year I had a totally great experience, so much so that I decided to leave a review (which I don’t do often).
I had hard time with my pool pump last year which I had previously purchased online (which I will never do again– no warranty). I knew I would need to have someone install it, so called few places but finally went into Surfside.
The manager was there when I went in and although it was busy, she took time after I said I needed pump to ask about the issues. I had gone in expecting to purchase whole new pump; but she told me I may not need it, most likely just a motor. I was pleasantly surprised she let me know about this. She did let me know the service schedule was fairly full for that week, and she would schedule me ASAP.
I got a call the next day that there was a chance the technician could come by the next day because he was in the area (and at least verify the issue– if not fix).
He came out the next day, looked at the pump, and explained it was the motor, but offered to replace it then if I wanted. Less than an hr later my pump was up and working!

We have been using another pool store for a while, paying higher prices for better service and quality products, however, when that store didn’t have a part we needed we came to Surfside. Not only did they have that particular part, they were able to tell us exactly what we needed to to to install it, and were able to provide an estimate and quick delivery
. We have been working with Gary who has been incredibly responsive and helpful as we have been renovating our pool ourselves, and his advice and help has been invaluable. Products are top notch and prices are very reasonable.
We are completely satisfied with this pool store and would recommend it to anyone in the area looking for help with their pools.