Regional · North Billerica, MARegional · 12 Esquire Rd, North Billerica, MA 01862, USA
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SSG Pools sits at 12 Esquire Rd in North Billerica and builds gunite pools — the dug-out, sprayed-concrete kind that takes a season and a serious budget. Its Google page carries a 4.4 across 208 ratings, and the Better Business Bureau accredits it with an A+. Then there's 2026: six one-star reviews and nothing else. That split is the story here, and it runs along a clean seam — building the pool versus living with it afterward. The construction praise is specific and it repeats. A 2024 reviewer walked through a full renovation of a 40-year-old pool — plumbing, waterline tile, WetEdge plaster, exposed aggregate decking — and recommended them without qualification. A 2023 homeowner renovating a pool built in the 80s named the people they dealt with (Gary, Becky, Bob S.), said crews showed up on time and worked each day until it was done, and finished on schedule. A 2022 customer credited the in-house model: SSG runs its own crews from the dig through startup instead of handing you a list of subs. A 2025 remodel likewise landed on the schedule the office had written down. (Its Houzz page shows a 5.0, but all 18 of those reviews were written in 2019.) The maintenance side is real, not a marketing line. The BBB listing covers weekly cleaning, water balancing, equipment replacement, emergency repairs, leak detection, and pool openings and closings, and homeowners write about using it — one 2025 reviewer has had SSG open and close their pool every year since the build, and another said the service once the pool is running is reliable. It is also where the complaints concentrate. A July 2025 customer who liked the install described weekly service as a different staffer every time: the filter went uncleaned one week, then was cleaned but left switched off the next, with management indifferent when called. A November 2025 closing was left with eight latches undone. In June 2026, a homeowner was five weeks into waiting for SSG to repair something it broke at the previous October's closing and had itself noted on the invoice — after a closing that cost over $1,000. Warranty and after-sale response come up more than once. A 2023 customer said the company refused to stand behind its warranty on a two-year-old pool and spa. A 2022 caller who bought his pool there 20 years earlier was told he couldn't get a service visit because he hadn't been buying service. And a 2022 review reported a running generator left near an open window and carbon monoxide in the house, on a project then in its sixth month. One fairness note: two of the 2026 one-stars are about SSG trucks on the road, not about anyone's pool. If you want a large gunite build or a full renovation handled end to end by one company's own crews, they have the depth for it. Before signing, pin down the service-contract scope, the opening and closing prices, and exactly what the lifetime warranty covers — in writing.
I’m writing this on behalf of my parents, who had a deeply unpleasant experience with this company. Some background: both of my parents emigrated from Europe in the 1990s and speak with accents. From the moment the technician arrived to give an estimate for replacing coping stones around their pool, his demeanor was off. He was rude and abrasive from the start. He asked where the equipment was, and when my dad misheard him and answered “in the shed” (the project had nothing to do with pool equipment), the technician laughed and yelled at him, saying “I don’t care about your pool equipment, I’m asking about the pool pump.” The pump was completely unrelated to the job they’d called about. He continued to be combative, criticizing them for not having the pool fully open and repeatedly demanding to know who they’d spoken to when scheduling the appointment. It’s disheartening to watch my parents, who have worked hard their entire lives, be treated this way over something as simple as an accent. The disrespect was unmistakable, and no customer should be spoken to like that, especially for something as routine as a pool estimate. Additionally, we understand that estimates take time to receive but this company came by on Thursday and as of today, we haven’t even received an estimate. I would not recommend this company. There are plenty of other pool service providers who will treat you with basic decency.
I Contacted SSG to repair some loose tile on our pool. We had them demo, replaster and re tile the pool about 7-8 years ago. Their rep came out and was unaware we were an existing customer until he was here. He sent me a proposal saying the pool needs to be completely redone already? My original finish lasted 30 years! If I can only anticipate getting 7-8 years out of a $29,000 SSG remodel I’m really not very interested in their services. In my opinion the plaster does not need to be redone and the loose tile I need repaired is likely from the caulking not properly adhering to the coping and has created gaps that let moisture get behind the top tile. It’s the top tile that are loose as you can see in my pics. SSG had to come out after the very first season to repair some tile. I guess just a simple tile repair is not worth their time?
Have been waiting 5 weeks to have SSG come out to repair something they broke at pool closing last October. They noted the issue in the invoice yet are not following through. Chose not to have SSG open our pool due to the super high cost… Over $1000 to close! I started calling about the issue mid April (before they got busy) and call every week and continue to get dismissed. Mary is their best customer service person they have. She is patient and pleasant. However, she can’t get anyone to get back to us. Pathetic customer service for a company that prides itself on quality.
Awful drivers. An employee just cut me off and almost hit another car on a low traffic road in Kensington. Apparently 4 seconds was too long for them to wait in order to make their turn safely.
Someone driving one of their trucks nearly ran me off the highway last night
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Added 65 new comments, added 66 new photos, established rating 3.4