Better Pools and Spas

★★★★★ 5 stars We couldn’t recommend Better Pools and Spas more highly. They built a pool for us that we’ve since converted into a pond — a truly unique and delicate project located right in the middle of our home. From the beginning, it was clear that this wasn’t going to be a straightforward job, and we encountered our fair share of challenges… Read more

with various contractors along the way. But not with Better Pools.

The owner personally came out to inspect the site and was instantly engaged, motivated, and full of that “can-do” attitude you hope for in a project like this. His son Leyton was our steady hand throughout — walking us through each stage, answering every question, and never making us feel like we were in it alone. The entire family behind this business brings an authenticity, care, and commitment that is incredibly rare.

What made them stand out most was their problem-solving, patience, and genuine support — especially given the complexity of the build and the coordination it required with other teams. Their professionalism, warmth, and solution-focused approach gave us immense confidence and made the process feel not only manageable but exciting.

Better Pools and Spas were, hands down, the best part of this build. We’re beyond grateful to them for bringing our vision to life.

Bruce & Jacqui, Wilton

My pool has been a long time coming not helped by Xmas, a private holiday and possibly being in Orange, but well worth the wait! It is beautiful! A quality product! Better Pools and Spas have done a superb job! The team behind Rick are brilliant, always there to assist wherever possible from arranging Council inspections to equipment arriving on… Read more

site in time, despite a late change or two. The team are even available after completion when assistance might be required. The build expertise with the machines was a joy to watch. The pool hole couldn’t have been any more accurate even if dug by hand. You are dealing with a very professional pool building “family” who are proud of what they can deliver and will not leave you in the lurch.

Great Pool – Had a pool built by the Better pools and spas team recently, cannot fault the pool or service at all, once council approval was done, the pool was built quite quickly and the end product speaks for itself, found the team really helpful and easy to deal with even with some of the late changes I asked for, couldn’t be happier with my new pool. A big thank you to Rick, Louise and the team at Better Pools and Spas. Steve C Show details

Amazing pool!!! – The team at Better pools and spas have done an outstanding job delivering us an amazing pool. We look forward to a great summer in this brand new addition to the house Show details

Perfect Pool and Spa! – Our new pool and spa has exceeded all expectations, very helpful team at Better Pools and Spas and a high quality product at a competitive price, they even moved things around to get us in for the Australia Day long weekend. Thanks Better Pools and Spas.

Final result is good, but the terrible customer service isnt worth it – I don't like to write reviews like this, but the customer service from BP&S is so terrible that I feel its a public service to warn others. I'll start with the good: -We are happy with the final result. The pool is what we were after. So far the quality is generally pretty good, apart from a few minor mostly cosmetic issues. In saying that if… Read more

there is a problem, I have no faith they'll come back to fix it without a fight. -The people who did the work on site know what they are doing. Rick clearly has a lot of experience as do the contractors he uses. Every contractor/trade they used were friendly and professional. Layton, Cody and Josh in particular were great.

The bad: -Without exaggeration, the office has the worst customer service I have ever experienced in my life. Calls not returned, emails not answered, or emails sent asking for information that has already been sent to them multiple times. Read the other many reviews with the same issue, they are consistent with our experience. -We paid our deposit in December 2020 and were told "you'll be swimming by March (2021)". On the recommendation of the salesman, we ended a family holiday in January 2021 early to come back and get the backyard ready. We needn't have bothered as they didn't actually break ground until late June 2021. -The pool was handed over to us in August 2022. Of course, they can't control Covid lockdowns and floods, but it doesn't change the fact they didn't start when they said they would. If they had, these wouldn't have been an issue. Even once they could get back to work, we weren’t kept informed of what was going on. This meant the other work (fencing, landscaping etc) was delayed at cost to us. Again, understand that there are things they can't control, but one thing they can is answering our queries and keeping us informed of timeframes. We stuffed around many other tradies because of BP&S’ lack of communication and failure to adhere to their own commitments. We would go months without word from them or responses to our enquiries. -The one time they are quick is when its time to pay. We had a phone call for one of the progress payments as the contractor was walking down the driveway, before they'd even started that work. They're also quick to reach out when its time to try and upsell you. -Nothing is ever the office's fault. Always an excuse. -If you use them, take notes of EVERYTHING. Every conversation you have, because I guarantee you'll need your records. Thats even if you can get them on the phone. Everything goes back to the one person in the office who runs everything, their other office staff change all the time (I wonder why).

In summary, the quality of the work is good, the actual builders and trades know what they are doing, but having to deal with the broken promises and terrible, terrible customer service means I wouldn’t recommend them. We had a lot of other issues that I won't go in to, just read all the reviews on here and the other review sites before you make a decision.

If you want a perfect finish don’t use them unless your happy with a 70% finish – They forgot the heating plumbing so that delayed the job. The tiler had to do the tiling three times, they weren’t straight, excess grouting he didn’t clean off. he doesn’t do perfect tiling he only does “70% workmanship” It took so long between pebble Crete and filling the (because they were so busy) the crest stained and then I had to fight… Read more

with and complain to fair work before they came back to acid clean it. The pebble Crete finish is imperfect. The pool is less than four years old and rust has started coming through. Also the equipment they use: I’ve replaced the pump twice and now the solar heating control was replaced $900.

Dodge a Bullet!!! – I rarely do reviews on products or companies and I have sat on this one for a few months before deciding to write it. I was getting several quotes to have a pool installed, as most people do. Better Pools and Spas were one such quote. I found the rep nice but felt a little pushy in his approach. After speaking with four companies, we settled for… Read more

someone other than Better Pools and Spas. This was for a number of reasons including pricing and the fact that they didn't seem to have the same number of inclusions as some of the other companies I looked into. The fact that they had a poor rating on review sites like this was also a contributing factor. After a few weeks I received a text message from the representative asking how we went. I politely replied that we had already signed with another company. The rep (I won't say his name but I really want to) replied "Wasted my time!". I replied that I was sorry he felt that way and that its a difficult choice to decide who to go with etc and after that he tried several times to call me, to the point that I had to block his number. I feel confident that I dodged a bullet by not going with this company and I would recommend anyone thinking of using them to do a lot of research before signing up.

Worst company out there! – Please do yourselves a favour and forget using this company. Quality of work is poor. Customer service is disgusting. The promise you the world and deliver nothing. Used them back in 2014 and have regretted it ever since. Trying to get anything fixed after it’s been installed or in my case coping tiles and pebble Crete defects just were ignored.… Read more

Please use another company if you want a decent pool. They damaged a new extension I had just finished building and it took over a year to get them to fix it, after I had to provide a quote to them for the works. Damaged driveway and garage door aswell. Careless trades.

Do not use this company - very unprofessional and dishonest - PART 2 – I wrote a review 2 years ago. After receiving a progress payment of over $10,000, it took them 16 months to come out and finish what they had been paid for. It took 16 months for one progress, The initial contract was signed in 2016!!!! That's 5 years ago!!!! This is of course after I paid over $2000 for a lawyer to send a letter of demand. I had… Read more

laminar jets installed and they failed. They came and fixed them and they have now failed again. They refuse to come out and do anything as they want final payment which they are not entitled to based on a damages clause in our contract. The pool should have been finished in 12 weeks and it took 241 weeks. That's right, take note 241 WEEKS!!!!!!! I am entitled to $50 per week for delays. They won't tell me what brand the jets are, I have no information about maintenance or care and they want to handover with a product that is failing. They claim it's warranty work and that kicks in after handover. Nobody completes a handover with a product that's not working. All in all this has been a nightmare. The correspondence is juvenile and unprofessional. Highly embarrassing. They're not up to running a business. No customer service, no pride in the work they do. It's all about a money grab with total disregard for the quality of their work or their atrociously unacceptable behavior. I have lodged a THIRD fair trading complaint and will soon lodge a damages claim in small claims court. I'm not walking away as that is what we consumers do and allow them to continue their unethical and unprofessional behavior. After my first review, I was bombarded with emails advising they would be claiming damages for defamation. I see that they have done this to others in this forum who obliged and deleted their posts due to their threats. I didn't as I can back up all my claims with written evidence and told them I'd be happy to defend my claims in court. Still waiting for their lawsuit to arrive. I spoke to CORFU POOLS and simply asked for some advice. The lady spent a lot of time on the phone guiding me and giving me advice of the water feature. This is a company I did not use, am not a customer of and showed a genuine concern to simply help and offer advice. Ethics and professionalism. Wish I had gone with them rather than this company. They got one star for this review as there is no option for ZERO stars. Can't begin to relay what a nightmare the past 5 years have been. It's amazing that they got 5 x 5 star reviews all within the SAME MONTH. Read between the lines!!!! My review has been VERIFIED which means I provided my contract to Product Review which clearly shows the date it was signed. On a final note, we all love the warm and fuzzy catch phrase of 'family business'. This is quite risky as people with zero qualifications, degrees or competence have impressive titles that they would not have had besides being someone's relative. Something like Donald Trump and Ivanka. Do your homework on qualifications. I wish I had. Stay tuned for part 3.

This is part 1 - Posted 2 years ago

After signing a contract back in 2016, I still don't have a finished pool. They recently asked for a progress payment which I wouldn't pay until I had a completion date. I paid and the completion date they provided in writing expired 6 weeks ago. Have had to lodge 2 Fair Trading complaints. They were ordered to rectify work on the first complaint due to not following plan for the shell. The second complaint made today is pending regarding taking my money and not finishing work. I chose a colour for the pool interior and now they can't provide it. Someone's child is always sick, someone has resigned and any excuse under the sun is offered. They even jump the fence to work as they see fit without notifying you so expect a tradie to appear without notice in your yard. A police complaint was made about this. [Content Removed]. Yells and talks over me when questioned about finishing the pool. I have even been accused of contributing to staff mental health issues when I rang to ask when it would be finished. I simply asked for someone NOT dealing with mental health issues to handle my enquiries. How I am to know what the mental state of his staff is baffles me. I can only describe this company as dishonest and an absolute circus. Excuses, lies and more excuses. I have a library of emails to verify all this. Do not even consider them!!! Have absolutely regretted the day I chose them.

Disappointed and Frustrated – Currently waiting for the final certificate that Better Pools and Spas need to issue so we can have our pool certified. Have been chasing for 9 months, they make promises that are not kept and they will not return phone calls. Very disappointing and frustrating. It's a shame that a family owned business can create so much angst for another family.  Show details

Still waiting for fixes after 2 years – We had a Pool/ Spa installed by this company and have had many issues from Tiling , to leaks , and plumbing reworks. Its now been 2 years since we have had the water in the pool and we have brown stains on the walls, identified at the time of Handover. We have a leaking filter, stiff acuators that cannot be easily turned, but calls to check it out, fall on Deaf ears. Not the Support you want form a Pool supplier.  Show details

Would not recommend – We had a pool installed by Better Pools and Spas a few years back and found them difficult to deal with (Not sticking to timeframes, not responsive to communication, poor communication). We have had a recurring rust stain coming from a return jet and are concerned it may be due to the reinforcing steel coming into contact with the water (rebar… Read more

spots). We have attempted to contact them to have them inspect the problem but they ignore requests. We'll keep trying and if no response, We'll go to ACCC.

Incredible experience! – Thank you to the wonderful team at Better Pools and Spas for our backyard paradise. We absolutely love, love, love our new pool!!! From the moment of concept through delivery of the final build, the staff at Better Pools and Spas treated my husband and I as valued members of their team, transforming the vision of our backyard oasis into a… Read more

reality, surpassing our hopes and dreams. The entire crew was extremely professional, courteous, attentive and have been an absolute pleasure to work with. Every step of the way was handled professionally. Our end result was even more amazing than we had imagined and we would highly recommend Better Pools and Spas to anyone looking for a detail-oriented and super friendly company!

Great service and great pool – Dealing with better pool made my life so easy that they did everything as to my requirements.Always in touch and came onsite whenever needed

Great customer service – I wanted to take this time to thank both Rick, Louise and their fantastic team for the excellent customer service we received throughout the installation of our pool. Unfortunately we had a lot of rain (which is out of everyone’s control) but they worked tirelessly to try and get the job completed in time for our overseas guests arriving and they… Read more

did it! We were kept up to date in each step of the process and they were always there to answer any questions we had. Follow up service has been excellent also. I wouldn’t hesitate to recommend them.

Best Experience Ever !! Honest Review ! – An Excellent and professional service provided by the awesome team at Better Pools and Spas. This is my first pool and it has been a very great experience. I have recommended Better Pools & Spa to my close family and friends. Great work Better Pools !!!

Regret ever getting them to build my pool, been nothing but a nightmare – What a nightmare, I regret the day I got them to build my pool, they have been no help. Be careful using there pool certifiers the will make your life a living hell and better pools and spas are no help in that situation. Girls in there office are shocking to deal with. Never using them again!!!

Stunning Pool – Better pools and spas were aware of our constraints while building a house coupled with a pool construction. They attended site promptly to excavate and pour thus allowing the builder to commence works. After completion of house they again attended site to commence finishing works within a short period of time. My wife and I made several… Read more ·  1

changes and both Louise and Ruth spent a large amount of time in discussing our needs and how the finished product would look. I was constantly kept aware of works to be scheduled and kept updated of when trades would arrive. The finished product looks amazing and the kids have fallen in love with it.

Well done team.

Outstanding, far exceeds expectation – We couldn’t be happier with the design, execution, timing and handover process for our newly built pool and enhanced entertainment area. Under difficult conditions, Better Pools and Spas delivered on their promise of a pool completion before Christmas which meant my family could enjoy the benefits right through the summer break. Our build… Read more ·  1

encompassed some customer driven changes that the BPS team took in their stride, didn’t allow to impact the timeline and exceeded our expectation in cost impact.

Rick, Louise and the entire team should be highly commended for their commmitment to deliver a first class product with the customer being their first and last thought in every manner of their engagement

I am local to the area and proud to be associated with a local, family run business that drives quality and integrity right through their handling from beginning to end.

Thank you team, we love what you have achieved for us and the positive impact it has had on our family fun!

Amazing! – Last year Better Pools and Spas completed our family swimming pool a week before Christmas. It meant that we were able to spend the holidays swimming in our pool and enjoying time entertaining family and friends. It has been the best investment our family has made, we have used it every day since, weather permitting! The whole team was always… Read more

so helpful as we had already contracted a builder to build our deck, some requests were tricky, but they still made it work! Special thanks to Rick and Sabrina for going above and beyond for us, your efforts are so appreciated and have not gone unnoticed. We live locally and it's great to know first hand the benefits of employing small business - lovely people who genuinely want to help you in every aspect, reliability and professionalism!

I would not hesitate to recommend Better Pools and Spas to any one.

Disgusting!!! – Worst customer service. The supervisor [name removed] is impossible to contact. So much time wasted. No communication between, better pools and myself, except for when they needed another payment. Go to any of the other pool company's in Sydney, to save money and a massive headache.

Unprofessional business – Our journey started beginning of December 2015 when we stupidly signed the pool contract. We didn't know anything about pool building and so took them at their word that 12 weeks later we would be swimming in our brand new pool like in the glossy brochures they showed us. We accepted that there would be some delays given the build would take… Read more

place over Christmas and January and that would lead us into winter but any reasonable person would think that it should have been built by at least March/April 2016.

They came and dug the hole and poured the concrete and that concrete bowl became our garden feature for the next 9 months. No safety fence was erected as per the contract. We kept our young children out of the yard and thankfully we have no pets as this was a dangerous situation.

During this time we called numerous times and go no response or a promise of a call back which never happened. Various contractors would turn up randomly to do plumbing, pebble crete and tiling. Some of these contractors would cancel at the last minute because the owner would redeploy them to other pool owners that had obviously yelled louder than us or threatened legal action. The contractors that did do work on our pool were very professional and did admit to us that there are lots of unhappy customers due to the fact that the company signs on too many customers that they know they can't service within that 12 week timeframe.

To add to the insult I came home from work to find they had put up a sign advertising them on my front fence. Perhaps if they spend less time putting up advertising and more time actually building what they were supposed to they would have happier customers.

So finally we got our pool finished at the beginning of Feburary 2017 the day after the hottest weekend in Sydneys history where both days were above 40 degrees.

There is a clause in the contract which states that if they delay the pool build they are liable. At the time of the contract signing the representative noted in that clause $50 per week for a maximum of 4 weeks. So the only money we didn't pay was the $200 due to that clause (despite them asking for it and threatening not to do the final handover which would have affected any warantee, fingers crossed we never have to cross that bridge).

My advice would be when dealing with this company or any pool builder is to negotiate that clause prior to signing and make that delay amount a figure which promps them to finish on time.

I highly DO NOT RECOMMEND Better Pools and Spas go somewhere else!

Very Happy With Pool - Honest Review – It’s been almost four weeks now since the handover of our brand new swimming pool and we are loving it. We must say we were a bit sceptical after paying our deposit and then reading some customer reviews which was very negative however we decided to go with Better Pools and Spas anyway and we are incredibly happy that we did. We did not… Read more

encounter any issues during the entire process and the office staff were always very helpful and friendly.

We will definitely recommend Better Pools and Spas to friends, family and anyone else who is interested in buying a high quality pool.