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Pools by Andrews, based in North Billerica, MA, describes itself on its own website as a custom gunite swimming pool builder with 68 years in business. On its BBB profile, the business says Andrews Gunite Co., Inc./Pools by Andrews sells and installs gunite swimming pools and was established in 1957 and incorporated in Massachusetts in 1964, and its Houzz profile says it serves customers in Massachusetts, Southern New Hampshire, Rhode Island and Southern Maine. It holds 3.3 stars from 20 ratings on Google and 4.4 stars from 7 ratings on Houzz, and the BBB lists an A+ grade. In a 2024 review, a customer whose pool Andrews built in 2004 said it went 20 years before its first renovation, with no structural issues with the pool, the pipes or the deck. In a 2019 review, a customer said every step from the excavation, in a tight area, to the tile install was done beautifully, and that over five years later the pool was in pristine condition. In another 2019 review, a customer who chose the company over 2 others said Ralph, Ernie and Jason guided them from design to selections to execution of each stage, on time at every step. A separate 2019 review says Rod Somma answered all of the customer's texts, emails and calls immediately and that the pool went in sooner than promised. In an August 2026 Google review, a homeowner said Tyler was extremely difficult to get a response from, failed to follow up and missed appointments, and that the quote, when it came, was outrageously high and included incorrect information about the property; they decided not to move forward. In a 2020 Houzz review, a customer described major problems with the back end and sales people from start to finish, while saying the subs doing the work were great for the most part. A 2022 Google review called it the worst customer service.
“Such is the case with an Auburn woman named Athena Bulger who is dealing with a company known as Pools by Andrews based out of Billerica.”
“Pool: Pools by Andrews, (800) 272- 7949”
Really disappointing experience with Pools by Andrews. Tyler was extremely difficult to get a response from, failed to follow up, and missed appointments without proper communication. When we finally got the quote, it was outrageously high and included incorrect information about our property. For such a major project, the lack of communication and attention to detail was a huge red flag. We decided not to move forward.
Andrews did my pool in 2004, 20 years later I am doing my first pool renovation - new tile and plaster. Typical times to renovate are 10-15 years, so mine lasted a long time. Every crew comments how well my pool has held up, and how well it was built. There are no structural issues with my pool, the pipes, or the deck. I can't say how this company is today, but they were solid for me many years ago.
Worst customer service. Pools by Andrew are the kind of company that thinks they don't need your business. They need to realize without patrons you don't have a business. You have an expensive hobby.
Nothing but problems from start to finish. Their back end and sales people seriously have major problems and "customer experience" is at the bottom of their list of priorities. Granted the subs they employ actually doing the work were great - for the most part. But the admin/sales people...ugh - I can't urge you enough to look elsewhere for your pool build needs.
My inground unite pool by Andrews is 24 years old and like new. We resurfaced it once a few years ago because we had spotting on the surface from our well water. Other than that, the original tile and coping is beautifu!
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2 changes recorded — last scanned Sep 24, 2026.
Customers with decades-long relationships4.9
Baluster repair and handrail returns4.4
