Creative Edge Pools, Inc.

We recently hired Creative Edge Pools to remove our inground pool, having found the company through a Google search. The construction coordinator, Heather, gave us an estimate by the end of the day we called and set up an appointment for a site visit with Dave, the owner, within a short period of time thereafter. On the day of removal, Dave and Sean showed up on time and had the pool and surrounding deck, fence, and equipment removed in half a day. They hauled all of the pool equipment away and filled the hole with clean fill topped with loam. We were very pleased with the results. Both Dave and Sean were personable and very easy to work with. I would definitely hire them again.

Buyer Beware: Misrepresentation, Faulty Workmanship, and Removed Reviews We hired Creative Edge to build our pool and spa in Wenham, MA, and feel obligated to share our experience so others can make an informed decision. Over several months, we had detailed conversations with Creative Edge—about using WetEdge Prism Matrix as our finish. On January 27, 2025, they introduced us to WetEdge via email, stating: “We use WetEdge… we do Pebble, not Pebble Sheen,” and even sent us the official WetEdge website to review colors and upgrades. Based on this, we paid in full on June 27 for plaster and the WetEdge upgrade. Just before installation, we discovered that the applicator was not certified by WetEdge and that the material was unauthorized. WetEdge’s Director of Sales confirmed that Creative Edge had not been approved to purchase or install their product in years and was not listed on their WetEdge website, and that the material in question was diverted without authorization and mixed with an inferior brand (Stonescapes). This meant our “upgrade” would not have been covered by any warranty. We immediately stopped payment and sought legal advice. When confronted, Creative Edge denied ever promising WetEdge—despite multiple emails proving otherwise. This deception caused weeks of delays, additional costs, and major stress. On top of the product misrepresentation, we also later discovered that the spa was incorrectly plumbed and leaking hot water into the pool which required costly repairs to fix. Equally concerning, there is zero supervision on the job. Other reviewers have also noted this, and we experienced the same: you are effectively forced to become the general contractor—managing subs, catching mistakes, and handling problems that should have been overseen by Creative Edge. What’s worse: this isn’t an isolated incident. We found other reviews online describing nearly the same situation, but when we asked Creative Edge’s owner about it, he dismissed it. I think it is important to note there are probably more reviews like this but Creative sanitizes negative reviews. The original reviews my wife and I posted—have since been removed from Google, raising further concerns about how they handle criticism. Since then, Triad Associates (the only authorized WetEdge distributor and applicator in Massachusetts) confirmed they cut ties with Creative Edge years ago due to warranty violations. This raises serious questions about how many other homeowners may have unknowingly received unauthorized or mixed finishes when they thought they were purchasing WetEdge. We’re sharing this not out of spite, but out of responsibility. Do your research, and document everything. If you were told you were getting WetEdge, I strongly encourage you to confirm with WetEdge directly what was actually installed in your pool. This was not a misunderstanding. It was misrepresentation, poor workmanship, no supervision, and an attempt to silence honest feedback by having reviews removed.

I am currently working with Creative Edge Pools and have found them great to work with. They were recommended to me from a friend who loves their pool and also had a great experience with them. I could tell from the start that CEP takes pride in their work and want the customer to be happy and comfortable. They went above and beyond in working with the town to try to make sure that I got the pool design that I preferred. They have happily answered so many questions about materials, design options, pricing, etc. They spent time sketching everything out with me and even went to a supply store with me to look at samples in person. They have been very mindful of my budget, have tried to save me money, and have emphasized that I can add things on, like decking, later if I can't afford it now. It's been a great experience so far and I will update with pictures when it is finished. I feel good supporting a family-owned small business that takes pride in their high quality work. Just look at the pictures on their website (gallery) to see their beautiful work!

Update (Aug 2025): I filed consumer complaints with the MA AG Office and with the MA OCABR (HIC) about the issues below. For context only, no official determination. In my experience, anyone with similar disputes can submit an AGO and OCABR complaint at no cost, and OCABR has an arbitration with fees listed on Mass.gov. I had a deeply unsatisfactory experience with CEP. In April, I signed a contract for a pool project. As the project progressed, costs escalated due to charges and price increases I did not anticipate. While I requested a couple of upgrades, many of the price hikes were either scope changes presented as necessary to proceed (e.g. retaining wall instead of raised beam) or the final amount I learned after work was completed (e.g., ledge hammering). As of January 2025, the pool remains unfinished, and work I fully paid for hasn’t been resumed despite my efforts to find a resolution. After I paid all the initial deposits, I began noticing deviations from our agreement. I felt CEP's explanations for cost increases were inconsistent or unclear, and I was not given advance notice of several price changes. For example, I paid over $20,000 for ledge hammering, billed at $3,200 per day as per the contract. However, the actual workdays often lasted six hours or less, yet I was billed full-day payments (except a couple of instances where they clearly worked a few hours that day). The quote for the fireplace installation inexplicably increased from $10,200 to $13,000 within a few months which I later refused. I was also billed for a load of stone that was already included in the contract but didn’t get a full refund. Unfortunately, these are just a few examples from a long list. The biggest issue was CEP’s installation of an electric pool cover instead of the hydraulic cover specified in our contract. They strongly suggested to upgrade to the hydraulic cover, citing numerous issues of electric, which is significantly cheaper. Looking through all the correspondence with them I couldn’t find anything justifying an electric cover nor there is contract addendum for it. I was only informed I had to pay even more to make the hydraulic cover “commercial-grade” to make it length-wise all while not knowing that I’ll be getting an electric cover - type of cover they initially advised against. I withheld the final payment for the cover in an effort to find a mutually acceptable solution, even though I had fully paid for all other aspects of the project (coping, vacuum). Despite this, CEP stopped all remaining work and did not return the pool equipment I had purchased under the original contract. They continued to seek full payment for the hydraulic cover while redirecting all communication through their attorney, CEP's responses did not address my concerns, and my proposals for resolution did not lead to meaningful progress. Quality was another concern. A retaining wall was installed without waterproofing, and the coping had chips and holes upon installation. An existing wall, located about 8 feet from the pool, was damaged during construction. I was informed that the damage was unavoidable, yet no repairs were offered, leaving me responsible for fixing it. Fortunately, I hadn’t signed any contracts for the hardscape portion of the project, so I hired a local hardscaping company that provided better-quality work at a significantly lower cost. For example, local companies offered me stone veneer installation for $50–$85 per square foot, compared to CEP’s quote of $125 per square foot. When I requested detailed invoices and clarification on charges that didn’t seem to align with the work completed, my requests were not well received. I strongly recommend keeping all communications in writing, measuring all items before and after installation, and requesting itemized quotes per sq.ft or ln.ft. I regret not reviewing the contract with an attorney before signing and checking CEP's track record on disputes with other customers. CEP claims superior quality in other reviews, check the pictures and judge for yourself.

I recently had the pleasure of working with Creative Edge Pools on a transformative project that turned my backyard dreams into a stunning reality. From the outset, Creative Edge Pools demonstrated a commitment to excellence that truly set them apart in the world of pool design and construction. First and foremost, the quality of their work is nothing short of exceptional. Every detail, from the intricately designed pool features to the carefully chosen materials, reflects a level of craftsmanship that exceeded my highest expectations. Creative Edge Pools demonstrated an unwavering dedication to creating a pool that not only met but surpassed the standards of luxury and elegance. Flexibility is a hallmark of Creative Edge Pools, and it played a crucial role in making my vision come to life. They listened attentively to my ideas and preferences, offering insightful suggestions while remaining flexible and adaptable throughout the entire process. Their ability to seamlessly integrate my vision with their expertise resulted in a final product that truly reflects both their skill and my personal style. One of the most remarkable aspects of working with Creative Edge Pools is their unwavering commitment to staying on time and on budget. In an industry where delays and unforeseen expenses are not uncommon, Creative Edge Pools stood out as a beacon of reliability. The project was completed with impressive efficiency, and there were no hidden costs or unpleasant surprises along the way. This level of professionalism and transparency is truly commendable. Perhaps what impressed me the most was Creative Edge Pools' willingness to go above and beyond to accommodate my needs. They took the time to understand my lifestyle and preferences, ensuring that the final result not only met but exceeded my expectations. Their dedication to customer satisfaction was evident in every interaction, making the entire process not only smooth but also enjoyable. In conclusion, Creative Edge Pools is a shining example of excellence in the world of pool design and construction. Their commitment to quality, flexibility, punctuality, and customer satisfaction sets them apart as a leader in their field. I am beyond thrilled with the masterpiece they created in my backyard, and I wholeheartedly recommend Creative Edge Pools to anyone seeking a top-tier pool experience. With them, your vision will become a reality, and the journey will be as enjoyable as the destination.