Surfside Pools

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I purchased a 21 foot Summerfield pool and installation of the pool from Surfside in Leominster on 6/30/13. I was told that the liner had a 20 year warranty. At the beginning of April the pool began to lose water i called the Leominster store they informed me to call the Fitchburg office as repairs and installations are handled out of that office. From this office on 4/7/15 i spoke with Scott who informed me they did not cover ice damage. I informed him I did not believe this to be ice damage as the leak was far below where any ice would have possibly been.I was asked to wait until all ice melted as no repairs would be possible at that time anyway so i waited and as the ice melted i could see the seam had given way between the bottom of the liner and the wall and I photographed it.On 4/20/15 I called the fitchburg office again spoke with rick this time and asked that the liner be replaced. was informed that the liner would only be under warranty if it was defective and that labor would not be included in the replacement and that most likely it was ice damage. Simple physics and the fact that clearly the seam went disproves this there is no possible way it was ice damage. i was asked to send him a copy of my receipt which i emailed him and was told that he would get back to me. On 4/22 i still had not heard back so i called the office again to ask about the status of my repair i was told there was no one there that could speak with me . So i informed them if I was not given a return phone call i would seek civil action against them. The girl who took the call (lindsay)laughed and took the message. I immediately received a phone call back and was told not to threaten them that that would accomplish nothing and that they would do the repair but labor would not be included to which i agreed.On 5/1 i received an email from them with an attached repair agreement which i had to sign and return the agreement was for the labor and for the new liner which was pro rated even though the failure was under 2 years. At this point I just wanted the repair done regardless of what was right or wrong. So i called them spoke with rick again and asked if i agreed how long would the repair take he said it would be within a week or two. I agreed so i signed and returned the repair agreement. on 5/6 i called to confirm they had gotten the agreement and to pay the deposit for the repair. I was told within two weeks the repair would be done. By 5/21 I still had heard not from them. So i called i spoke with Scott this time and was informed they still had not even scheduled my repair yet and that it would'nt be until at least a week after memorial day no eta but that i could call next Thursday. Meanwhile the swimming season is slipping away on my pool that is not even two years old. This is the second major repair the pool has needed last year one of the supports bent over the winter again they would cover neither the part nor the labor and it took them all summer and at least a dozen phone calls to get them to come out and make the repair. Their automatic fallback for everything is that they do not cover any winter damage if that's the case then perhaps they should be operating in a southern state or selling products that can last through a New England winter.ii know tons of people that have had above ground pools for over 10 years or more never experiencing any major problems, and this pool has failed twice now. They are extremely unprofessional i have over 15 years retail experience and i am awestruck that with their utter and complete lack of customer service that they can stay in business. I will not ever purchase so much as a chlorine stick from them ever and anyone reading this should stay far far away