Creative Edge Pools & Spa

gunite pools, pool renovation, and service

This is the worst company I have ever contracted. Don t be tricked by the nice first 2 visits they do to sell you the product. Everything will sound beautiful but then you will realize is lie after lie. They have everything hidden in the contract so they give you budget and then, they came with surprise after surprise.
1. Time issues First they told us they will construct the pool in 7 weeks in May and that they will have it done before the summer. Now we are 5 months and the pool is not finish. The promise 1 day "to get the permit" turned into 3 weeks (blaming the town). After the permit is done it took 4 weeks to start the project. There were 4 separate weeks that nobody show up to work. They always blame the weather or suddenly appear with something that you, the client did not do.It looks like you are supposed to know how to construct a pool.
2. Financial deceivement. Peter Breenan, the so called Design Director accepted a budget. Then we dismissed 2 other companies. Then he came up he did not do the proper sum, the price is 10000 up. We had to accept to avoid lost of 3 other weeks. They began excavation, all of a sudden we got a 10000 bill. What is this? Rocks needed to be taken out. Of course the "job" was already done so we couldn t say no and rocks are "not in the contract". All of a sudden nobody is working, we asked what is going on? You must construct a wall for 20000 to be able to keep going. We were never told about that the wall was a must! Finally, price down to 17000 to be able to keep the project going. We were told we can pick the pebble. Yes, we picked: Chilean Caribbean. They have in an illegible way another pebble, we got charged 1400 extra. They were not working in the deck. We ask what happened? You need to construct a gas line to the heater, is you responsability. Oh my god I don t know at this stage how much it will cost.Then I was arranging the gas line, they told me, the heater is natural gas, if you want propane you have to buy a converter. It is like I have a choice, my house has propane . I really don t know why they install a natural gas heater if I have propane. Of course I have to pay for the converter. Finally, they said 3 truck loads of water, you need 4, we got charged 400. What a disaster!
3. Construction issues: all of a sudden, blue tiles appear in the pool. The so called design director invented we gave him the ok to choose! What a hoax! We told them we want to pick the colour of the pool elements as it was promised at the time we started the business. We said we would like to pick the pebbles. They said we will give you samples: never showed up with the samples. At the end, we choose picking by internet. The deck: they came and quicky construct it. Result: it was the wrong desing. They didn want to changed it, they said it will look "gorgeous" and now is hard we cannot modified. Thanks god the contract described the design, they changed after a week. They came very late to seal it after the pool was full of water. Result: the water wasc contaminated with sealant. They said it is no problem, is water based sealeant. I found this hard to believe.
4 . Communication: the response rate from Peter Breenan was awful.
He forgets things, and does not tell you what is need it to be able to complete the project.
I hope nobody hires them anymore.

We contracted with Creative Edge Pools almost a year ago, the project was supposed to be completed in 3 months. We did make the pool bigger but it was communicated to us by the owner, David, on-site that the pool could be completed a few weeks after the originally discussed date. We are about 8-9 months into the project. Throughout the project, there has been no shows, late shows, arriving with half the stock to complete the items that were planned for completion that day. There has been communication issues with the office and downright rude behavior from the office with absolutely no customer service skills what so ever. They just don't care about their clients that pay $80K for a pool.
The work on the pool has not been monitored on-site which brought up issues with the stairs being installed totally out of spec with what was agreed upon. They tried fixing it but did a VERY terrible and unsatisfactory job and forgot (no attention to detail) to install tiles on the stairs before the plaster went in. The plaster job was botched in a bunch of places. There is unconnected live electrical wires at the pool equipment. There are missing and leaking valves. The pool was started up without strainers in the returns which made the pump clog up and run out of water and was running dry for god knows how long???? What company does that. We are now concerned about the equipment. At this point the pool is not completed and we are frustrated at the lack of professionalism and customer satisfactory from this company. We always got along Great with Dave and his Brother Steve on-site. It wasn't until the first and second dealing with the "office" that made me just today, put in a compliant with the BBB and update the reviews that I read before selecting them to do the project that the Office is so lacking of any kind of business skill, customer service skill or any common decency skill what so ever. It's funny, I told the office today that I would never recommend their company to anybody, they replied back with "We wouldn't ask you too". Well guess what, it's the age of the internet, you don't have to ask. My recommendation is STAY CLEAR, FAR clear. One side note to add, we were texting David all the things that were wrong with the pool, he would never get back to us, a couple times here and there. SO they came up with this lie that his phone was broken and wasn't getting texts or phones calls. Today they got mad at me because I am staying on them to get the pool that I paid for finished and said that they blocked my wife and I's number because we were harassing him. Guess what Creative Edge, do the right thing, finish what you started, SHOW UP WHEN YOU SAY YOU ARE GOING TO, learn how to deal with your customers, do the correct work in the time line that you promise and nobody will have to YELL at you or blow up your phone because they are frustrated with the way they are treated, talked to and never called back!!!

Note to Office: You don't have to ask, I will tell

Creative Edge Pools and Spa custom designs and installs the finest inground gunite swimming pools and spas in homes throughout Massachusetts. Our Massachusetts gunite swimming pool company is focused on working with home owners to develop their backyards bringing their vision to life. We create outdoor environments that you and your family will enjoy for a long time.