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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 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.
Just had my pool finished, and am extremely pleased with how it turned out. Slight delays due to weather and COVID restrictions before Xmas, but we got there in the end. I had a clear idea of how it would turn out, but the end result was even better than I thought it would be. I had really good trades attend my site when work was being done, and appreciate their professional efforts. We literally just got the beautiful water filled hole in the ground, before we closed off access to the yard, so landscaping will come later, but the kids and I are in love with it. Thanks to the Better Pools team for what I am hoping is many summers of swimming fun
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.
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 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.
Another great pool by Better Pools and Spas
Thank you to the team from Better Pools & Spas. This is our second pool with you in the past 6 yrs and we are once again very happy. Your trades are efficient, polite and professional. Admin staff friendly and responsive and the pool itself is beautiful! Looking forward to many years of fun & enjoyment. Thanks again! 5 Stars
Great outcome from an excellent team
We had our house constructed, even before we thought about constructing a pool in the backyard....was a bit concerned about the sloping site with a fall of around 5 metre and the tight access to the backyard. Once we spoke with Rick, we didn't hesitate a moment to sign the contract and now we have a beautiful and compact concrete pool in the backyard. Rick, Layton, Cody and others (pardon us, don't remember all the names) did a great job in completing the pool in a timely manner. The girls in the office were supportive and friendly (Sabrina, Ruth and others). It was a pleasure to work with the whole team and we would highly recommend Better Pools and Spas
The team at Better Pools and Spa were fantastic in helping getting our small and complicated pool done. They provided a competitive price and a service that was above our expectations. They worked in with our builder, showing great flexibility and compromise when it came to the construction of the pool which was being done at the same time as our house.
The lovely ladies in the office were always pleasant, ready to help and follow up on any questions we had.
And Rick, I can not speak highly enough of this man. Top bloke and so easy to work with.
Love the pool, thank you Better Pools and Spas
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
great finished product
Although it took a while to finish the pool, we are very happy with our end result. A lovely pool and finishes off our house perfectly. A few little hiccups along the way, but largely , all the tradesmen were very good. Rick was professional all the way through, and special mention to Lleyton, Ivan, Pedro, geoff, cody and Sabrina in the office. The kids have been in every day! We would recommend them for a new pool build. Thank you
Concrete Pool Construction
Great professional Job by Rick and Laton and team of tradesman
Very happy with the whole process and would recommend their company to anyone looking for a concrete pool
Thanks again we are very happy with the whole process
After a thorough search process for the right builder, and whether to go fiber glass or concrete, I choose Better pools and a concrete build. I found that Better pools was priced significantly better than all other competitors and provided a comparable quote to a fiber glass pool.
Post build - I am over the moon with the outcome and cannot recommend them enough - see my picture! The team that built my pool were professional and girls in the office were delightful to liaison with. Note, if you are choosing to build a concrete pool, you can red...
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.
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 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
Questions & Answers
Is anyone else being threatened with a lawsuit by the General Manger of Better Pools and Spas? I put a negative review. It was factual but I’ve been sent emails to say to take it down or they’ll sue me.
Dear Daniel and Yasmin,
Your review was not factual. Writing anything on the internet anywhere about a person or Company that is not the truth is called defamation and we take that very seriously here.
It was factual but I’ve taken my review down as you ordered.
You should rewrite your review and advise product review website about their threats to take down your review. I agree with all of the negative reviews as my experience is the same. They don’t do the work, they want payment, threats from the company, expensive quotes on things they left off.
We are having the same problem with this company. Absolute nightmare. Pool building has now taken over 14 months. We finally had the concrete shell poured but have now been waiting for over 2 months (!) for them to send out a tiler to finish the coping. Then all we need is the interior lining and the pool equipment installed. We have calculated that with the money we still owe them for the last 2 payments (about 30% of the total cost), we can easily get our own tradies in to finish the job and be swimming by Christmas (they promised us we'd be swimming by last year Christmas!) So we're wondering whether we can terminate the contract with them and just finish the last few jobs on our own. Contract is very unclear about this.... has anyone considered terminating the contract with a pool company? Experiences/tips?
We were told by September...now it's by Christmas. It won't happen :(
We were told the same thing - seems like we are all in the same boat.
I'm in the same boat, all they have to do is install the interior and pool equipment maybe a 2 day job at the most, paid up and been given nothing but the runaround for the last 4 weeks! I don't understand why they can't book a date in! Anyway, got a solicitor looking into the contract this week , maybe I can get my own contractor to finish the job and make them pay for it! I,ll wait to see what she says and go from there!
Have they finished yet? We are having the same problem.
Yes but was a total nightmare filer chlorinator was all set up wrong . Got it fixed at last but God what a nightmare they were God help us if we ever need warranty issues resolved ....0
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