Burleigh Pools

I highly recommend Burleigh Pools! Building a pool with Burleigh Pools has been a very pleasant experience. Excellent and prompt communication from the very moment I enquired. The entire team is so helpful, professional and friendly. I am so happy with the quality of my pool, it’s absolutely beautiful and I have had so many compliments. I will definitely use this company again! Show details

Thanks – I've been using burleigh pools ever since they installed my pool 7 years ago. So friendly and helpful thanks very much

Do your research & make an informed decision before using this company! – Spa construction with Burleigh pools. ISSUES 1. Final price increased by over 20% from initial quote, some justified and some I believe not 2. Time line to complete was over 4 times longer than specified in the contract 3. Communication on process and timing throughout was very poor to non existent 4. Invoices generated for completion of stage… Read more

whilst trades still on site. No quality check of completed works before receiving stage invoice. 5. Misinformation received from Burleigh Pools during construction process 6. Owner just didn't answer his phone or return calls

I found the trades utilised by Burleigh Pools to be decent & courteous and appeared to work hard when on site, no issue at all with the tradesmen utilised by this company.

It appears Burleigh Pools do not order the required next stage materials until each stage is complete and paid for in full. Example: concrete was complete then multiple weeks passed by with absolutely no activity until tiling commenced. The explanation, when I contacted Burleigh each week for an update was - waiting on tile delivery. Why not order it all upfront unless it is cash flow related?

Despite paying each progressive payment (including the increased costs) in full and in a timely fashion, each invoice is followed up within 8 - 24 hours of receipt with a “next stage will not commence until this is paid” from Burleigh Pools from [Name Removed] in office. When discussed with owner [Name Removed], he agreed I had paid all invoices on time and in full, and he pretended not to be aware of this tactic from his office and said it should not happen, however it continued after that discussion until completion of construction.

When spa was first filled in emptied itself through an equipment leak, but that was rectified and following this the spa appears to be fairly operationally functional though at the low end of the quality scale.

Final touches promised by Burleigh such as finishing decking around spa, rectification of tiles that were broken by equipment during construction and decking refit remain incomplete with no timeline in place to rectify. Verbal promises are not fulfilled as was rebate for items not utilized when I upgraded.

2nd SPA remote was not programmed, neither was WIFI. I was told to organize that myself.

I have no idea if Burleigh Pools compare favorably or unfavorably to other pool builders in the region, however my advice to those signing a contract with Burleigh Pools is as follows:

1. Write everything discussed & agreed into the contract including the choice of tile, pebble mix, coping materials & anything additional 2. Trades quoted & charged by the hour such as excavation should be timed when on site (allow for travel) 3. Ensure everything required for completion of pool is included in contract such as electrical, tiles, coping, inspection & certification. 4. Get an alternate quote to that supplied by Burleigh for additional requirements such as pool fence, their quote was double others I received on a like for like basis. 5. Hold back 20% payment on hand over and another 5% two weeks after hand over to provide incentive to finish and come back on site should there be any issue. 5% on completion is not sufficient incentive to return. 6. Ensure each stage is complete and quality is as required before making payment 7. Agree to a payment timeline on each invoice - say 48 hours or whatever is reasonable to both parties and ensure you meet the payment deadline to avoid harassment. 8. Build in a penalty if construction period exceeds that written in contract by an extended period.

SUMMARY The spa itself is serviceable, though heater seems well under specified. The process of dealing with Burleigh Pools was unnecessarily painful with office person [Name Removed] and owner [Name Removed] are very difficult to work with.

Lastly, if you read their positive Google reviews you will notice around 10 of their 5 star reviewers also positively reviewed a company called Newpath Web in Melbourne. What are the odds? Any one wish to guess how they secured these reviews?

Avoid at all cost – The whole process started well. We had a design done by [Name Removed] which we were happy with. We got a good deal and signed the contract. My first mistake was to not check the contract thoroughly. The day of the build came round and [Name Removed] (owner) turned up with his sub contractor [Name Removed] (later invoice said he was Mega pools,… Read more

company does not exist). They drew out the pool and the excavation team started the dig. I got home from work to find that they had hit rock, these things do happen. They then came back the day after and finished the dig. The contract stated $5500 for 10 hours excavation and removal of the spoil. It took 15 hours in total. This is where the major issues started. Remember the 10 hours for $5500. They then tried to charge me an additional $5000+ for the extra 5 hours dig. Do the math? I argued this as the contract stated that they would charge me what it cost them plus 20%. I requested invoices from the sub contractors to check the costs. They sent me blank invoices. They then changed the invoice to just over $4000. I paid this as to get the build to continue. I have since got the sub contractors actual invoices and noticed they have charged me 20% on the full invoices without taking the GST off and charged me GST on the 20%, basically double dipped in GST. I have reported them to the ATO for this. I have pointed out this to them and they still have not rectified this. There’s also other issues with the invoice that they will not rectify.

So the shell was constructed and I noticed that the shelf/seat had been constructed to 1000mm not the 500mm that we wanted. They said it what’s on the contract. I checked the contract and it was 1000mm. No actual written measurements on the contract but it is drawn on square paper. My fault for not triple checking before signing. I argued this and they said it’s what we agreed on and they had sent me plans earlier. No such plan was ever sent. I could have it changed but at a high cost.

The tiles turned up and they were not what we wanted but, my fault as I didn’t double check, the variation said cream travatine and not the silver. They offered to change them but the cost would have been to ver $900. At this point I did not want to give this shower another cent of my hard earned cash.

I noticed that the light was not installed central. I contacted them and asked for it to be rectified. [Name Removed] exact words were “if you are bothered about it take me to court”. Very professional attitude.

Anyway I just let them get it all finished.

The young guy, who’s name I forget, came out and wired the light and chlorinator cell up, did the handover and said goodbye. This is where I noticed that the Chlorinator cell had to be hard wired the the control box. I contacted the electrical safety office and found that Burleigh pools should have used a licensed electrician to install the cell. The Electrical safety office then took enforcement action against Burleigh pools for the unlicensed electrical work.

I contacted the manufacturer as it states on the instructions that a qualified technician should install the chlorinator. They told me that Burleigh pools pools have installed 100s of these over the last 10 years. I can only suggest to anyone who has had any pools built by this company to PLEASE contact the electrical safety office and ask them to confirm whether or not Burleigh has legally installed your equipment. IT IS FOR YOURS AND YOUR FAMILIES SAFETY THAT YOU GET IT CHECKED. Burleigh Pools we’re forced to send a licensed electrician to check the wiring.

I have paid the contract.

Please also read the other reviews on here.

If this was a NIGHTMARE, it would be a step up – If you want a migraine, then go ahead and take a massive risk signing with this lying, unscrupulous outfit... at least you might take your chances by making an informed decision. There are not enough characters on this review site, that can begin to describe the absolute NIGHTMARE this shonky outfit has caused our family for almost TWO YEARS. We… Read more

have a dangerous concrete hole in our yard, with a sewerage line embedded in the pools concrete wall, that shouldn’t be there.

This outfit has LIED and committed crimes (ie forging my partners signature, altering site plans to cover their tracks, lied in their statements to QCAT and QBCC etc etc)

These claims are not mud... these claims are FACT. I welcome anyone who would like to have a look, by all means, come and visit our home. We are happy give you a tour of the site and see first hand, the documents this most John Wayne of cowboy “pool builders” has fabricated, in an effort to LIE his way out of the unscrupulous actions his company has taken and their refusal to address their responsibilities.

The information we have discovered during this nightmare, is bewildering. It paints a picture of the level of arrogance and contempt this shonky business has for its customers.

As many other reviews document, the sales process appears seamless. The trouble begins the day they arrive and break ground... except on that day, you are none the wiser to the operating practices.

Today we know, burleigh pools completed the work BEFORE they had a permit and engineering plans!!

They created a situation that led to extra excavation being required. Today, I believe this not to be an accident. In fact, today I believe this was a deliberate act to enable burleigh pools to charge “extra excavation”.

***** The line below was removed by either product review or the company without contacting me ***** ***** Have I mentioned UNLICENSED PLUMBING? *****

During the excavation, burleigh pools (BP) cut a sewerage pipe.

INSTEAD of stopping the job and follow the procedure we now know exists, they continued the work, then “fixed” the pipe knowing they were NOT licenced to do so.

They left the excavation exposed. Gravity weaved it’s magic and one side caved in destroying the pipe BP just “fixed”. Burleigh Pools then “fixed” this plumbing work a second time, STILL not being licensed to do so.

THEN they buried their *** UNLICENSED *** plumbing work in concrete, some days later. —-> “unlicensed” has been put back into my review after someone removed this word without contacting me <——

JW & MM Haylock trading as Burleigh Pools then sent an invoice to my partner and I for an extra $2500 or so. Aside from highlighting this invoice was not valid, it was pointed out to them, that I was not on the contract and they cannot demand money from me. Burleigh pools did not care.

We refused to pay... so this thieving husband and wife team sent debt collectors after us.

Both of us. Individually.

Again, it was pointed out to them that only my partner was a signatory on the contract. JW & MM Haylock of Burleigh Pools still didn’t care. They decided they wanted a pound of flesh and didn’t care where they got it from.

That’s right, you heard correctly... JW & MM Haylock trading as Burleigh Pools, took me to court, to demand I pay an invoice for a contract that I am not a party to!!!

I have been tempted to take a leaf out of their book and send them random invoices for imaginary demands, but that would just make me look a fool in the courts eyes.

JW & MM Haylock of Burleigh Pools didn’t appear to be concerned about looking foolish. They refused to withdraw their application against me.

Needless to say, QCAT swiftly tossed their minor debt claim out, but not before these LIARS had cause me significant distress.

I CANNOT STRESS STRONGLY ENOUGH for anyone considering building a pool, to STEER CLEAR of burleigh pools.

I urge you not to just take my word for it. Please contact some of the other victims of this “builder” and compare every reviewers experiences.

Remember, each negative review comes from a different period in time and different locations. I contacted other reviewers when the trouble here started and while I was relieved we were not alone I was and continue to be disheartened and sickened at the common experiences we have shared.

Please keep in mind, it is impossible for everyone who has left a negative review, to have been able to collude with each other.

On the other hand, as another reviewer indicated, it appears many of the positive reviews ARE questionable.

We are not rich by any stretch of the imagination and the money was saved to upgrade the home for our family to enjoy.

JW & MM Haylock of Burleigh Pools have not only stolen this dream from us, they are crippling us financially and trapped us in our own home, with a concrete hole stealing the backyard.

We cannot sell. We cannot rent the property out. We cannot even go our separate ways. This NIGHTMARE has strained relationships in this house to reach breaking point.

All we wanted, was a pool.

When you work hard and save your money, you should expect to be able to spend it on what you like. This should have been a relatively simple interaction. Instead, we are facing a third summer with concrete misery where our yard used to be and mounting legal bills.

I look forward to the day when an actual judge, in an actual court makes a decision on this circus. We have no option but to keep going with this fight and believe in justice.

I look forward to the day a judge finally holds JW & MM Haylock accountable, as well as each person they employed to do the wrong thing along the way.

If you have read this far, then I take my hat off to you. There is SO much more to share but as I said at the start, there is not enough space on this review site to do so.

I wish we had found and contacted people from this and other review sites... we didn’t. I have lived on the Gold Coast for 25 years and Burleigh Pools is a company whose name I recognised and thought they were part of the Gold Coast “family”. I am gutted to have learned the hard way that what you think is a good reputation, couldn’t be further from the truth.

You, now have an opportunity to research more and make more informed decisions.

This review will be posted across all review sites. It will be disappointing if Product Review chooses to pick sides and censor this review. Product Review are meant to be impartial.

***** update 23 September 2020 Someone has edited my review without contacting me. Product Review site says “your trust is our top concern. Companies can’t alter or remove reviews from ProductReview.com.” This does not appear to be the case.

Lucky I kept screen shots. I am now putting back the parts that were removed.

Great job – We had a pool, retaining wall, glass fences and fake grass all done by Burleigh pools after all it all turned out 100%, we held the final payment untill everything was perfect but after a couple returns they fixed everything and made it a perfect set up Show details

Poor customer service – Front desk lady was rude, aggressive and patronising when I returned a defective expensive product sold by Burleigh Pools. No apology for the inconvenience caused and a struggle to get a refund. Burleigh Pool’s front desk blamed me for the installation by Burleigh Pools and then for breaking the product and when that wasn’t successful got more rude and aggressive and in a purile way. Absolutely no excuse to treat a customer or anyone like this

Would be zero if I could! – Very bad service. Shonky business dealings. Costs kept blowing out. Service was great until the contracts were signed then there were so many regrets about going with this company! Stay away.

Absolutely wrapped with our new pool!!! – I really can't understand the bad reviews. We had a seamless experience from the beginning when Glenn drew up a plan to suit our new home and block. The price was very competitive and whilst not the cheapest, we didn't just want the cheapest pool. Our friends who'd recently moved into their new home in Sanctuary Cove recommended Burleigh as they… Read more

had just finished their pool and landscaping it at looks fantastic. Ours looks even better (we think ;-)) Absolutely recommend highly.

BAD! – They kept coming up with extra costs and then when finished we had to have another company come in and fix it all up. They sit on the highway so many (including us) get fooled. They don't even deserve 1 star!

Joke of a business – Communication with this business is an absolute joke. Trades turning up whenever they want with no notice, pool took an extra 2 months to somewhat finalise, 6 months later still not completed to 100%. Pebble creters left an absolute disaster of a mess, all over the glass, timber deck and coping -completely ruined, has cost a fortune to try and fix. Do not use this business, they are useless.

Do NOT use Burleigh Pools - nightmare – The whole experience has been disappointing - poor communication - no explanation of what was being done and when, unnecessary delays, the tradesman they use are rude and arrogant and use poor workmanship - making mistakes and blaming others, never once did we meet the apparent site manager - the only time we spoke to him was when we rang to… Read more

complain. Definitely not value for money and a very stressful experience. Feel free to private message me and I can provide specific examples of the countless issues.

Love Our New Pool! – We decided to use Burleigh to build our pool based on a recommendation from one of our neighbours and so glad we did. The Sales Rep, Glenn, was fantastic, so knowledgeable and explained to us the entire process which was important as we had never owned a pool before. The owner was on site the morning the pebblecrete was being laid and oversaw the… Read more

whole operation to ensure all went smoothly which it did.The end result is that we have a beautiful pool we are proud to show off and Glenn also drew us up a landscaping plan which Burleigh assisted us with to finish off the project.

Starts out well.... Then – Once the sales person gets you across the line it's all downhill from there. Terrible customer service, zero communication, extremely messy and unprofessional tradesmen and a rude arrogant and ignorant owner to boot. They live up to the reputation of the pool industry- poor.

I wish I had never built with burleigh pools! – The sales lady is great but the rest of the service is shockingly bad! They never call you back, don't tell you what's happening or what you need to do. The whole experience was devastating.

Our once in a lifetime renovation despair – I cannot recommend this company - they don't appear to be listening to the feedback. Our experience was the following: The contract time blew out from 8 days to just shy of 4 weeks. The tilers spilt glue on existing blue tiles which is now permanent. The lack of paperwork and job sheets meant that too many mistakes were made - two big ones… Read more

which we now have to live with. One was bullnose tiles for all edges were not written down - we were told that they were unavailable when we raised this. We have also discovered that the coping we requested was not what was supplied.

The remedial work was of poor quality - when you're in the pool you can see under the coping.

The work was incomplete and not what was discussed when signing the contract.

There was no hand-over at completion of the renovation.

The coping selected was old product that had not been properly stored and some pieces have permanent stains on them.

The pool bowl was not properly washed down before refilling.

An Envrionswim unit was installed which the staff did not commission or calibrate properly (error reading prior to a brown out which resulted in the unit dying) - project manager couldn't tell me what reading meant.

Staff gave incorrect advice and didn't following recommendations for adding chemicals.

There was no thought given to the most effective and tidy way of laying out the pump house.

Workmen came onto the property unannounced and left without providing any feedback with respect to progress and changes to contractual arrangements.

Owner denied staff did not commission the unit properly even when it had to be replaced.

Communication was pitiful.

Job was done in a piecemeal fashion.

Initial salesman did a good job of talking the company up but reality is the company does not walk the talk!

Difficult to see where $24,000 went although we paid our invoices on time even when issues were arising.

We too had a very large leak - this they did fix - but only after me harassing them.

Appalling – Be warned... Read all the terrible & bad reviews and know that everything is true, wish we'd read them! Sales Rep reeled you in then it went down hill rapidly. Owner was so rude! It was a nightmare.

5 stars – Love our new pool, we were recommended Burleigh Pools by our neighbors and will continue to recommend them to others. Professional and their years of experience show in their work.

Awful service and lots of issues – Wait the extra time for a different company!! They push everything through, couldn't care less about the final result and are incredibly rude once construction has begun and they have your money. We are still trying to get things fixed and they have not once come to look at the finished (well sort of) product.

Terrible communication & Service – Will never recommend this company! Forever chasing people no one returns calls or if they do answers elude them. When it was finally finished we were convinced we had a leak as we were loosing ridiculous amounts of water. Were continually fobbed off and told it was normal. At our own cost ( Burleigh pools dragged their feet so long we did it… Read more

ourselves) we got a leak detection guy out and he found a leak.

We always paid our invoices on time in full and were given the run around in return. Save your sanity and your blood pressure, go with someone else.

Choose another builder – We had Burleigh pools build our latest pool, Stupidly I had my mind set on them as they seemingly had a good reputation & had a long history behind them. The initial process was great with their sales rep being perfect , We signed up at $30,000 for inground 8 by 4 with few extras thrown in . Initial excavation was ok except a bobcat that was… Read more

included in quote never arrived onsite , The concrete process was also ok, Then the trouble started ! The pool coping was laid poorly , The owner was called and dropped by only to laugh at my wife and say that's as good as it gets.

We continued with the build , The pebble guys did good job also except they left a trail of coke cans & cigarette butts from the back yard to the street .

The so called plumbers have been 4 times & still we have leaking from the filter, We had a solar pool cover included into the quote, When the roller was delivered we where informed a cover comes with the blanket to protect from sun damage but none in stock & would be delivered as soon as stock arrived, 4 months later we still receiving demands for final payment though we still awaiting the delivery of the cover .

The owner contacted me via email to inform me the pool cover was not included in quote and was valued at $20 but had been delivered and must have been stolen.

Since the build we have been to various pool shops to purchase items for the pool and have had similar comments from most the pool shops regarding the owner & Burliegh pools.

Very Happy Customer – Very happy with our pool. Very friendly, knowledgeable staff. I wouldn't hesitate to recommend to family and friends. Thank you

Poor service and communication, cannot recommend – We were vastly underquoted for our pool (ending up costing $7000 more than estimated... the response being "it's in the fine print") We didn't expect such a dramatic difference though. We tried to contact the office to find out which subbies were coming and when, so we could ensure access... calls not returned, nobody seemed to have much idea when… Read more

we finally called in to enquire, or to care much. Plumbing left us with loose tubing/pipes, not properly fixed in place that my husband had to secure. All up a stressful, not very pleasant experience with Burleigh Pools. We have since read similar reviews.