Freedom Pools

We Purchased a Freedom Pool all was going Good Guy Showed up Ticked off to go Ahead with Room When they came to Dig Pool Guy said not enough room had a Crane booked but had to move Garden half a foot came back following Week a did we got Charged twice for Crane even though it was Ticked off by them we Trusted what they told us TOTALLY UNFAIR WE… Read more

HAD TO PAY TWICE VERY UPSET IT WILL BE IN THE HANDS OF LAWYERS NEXT WEEK !!! If you do go ahead with them Double Check & get them to Sign off your End Be Very Dillegent...

Do not use this company, not professional, ethical, basically unscrupulous. I engaged Freedom Pools to manage my pool after a previous contractor decided not to support this part of this business. Pool had been boarded over. I assumed wrongly that by engaging Freedom Pools that my pool filtration equipment would be installed, pool would be… Read more

cleaned, pool chemicals added, chemistry balanced and that we could use the pool. Equipment was installed, however Freedom Pools initially tried to avoid the 'pool clean' as communicated to me by one of their contractors. Initial pool cleaning did not adequately clean the pool. Freedom Pools then requested extra money for more pool cleaning and then stated that I would have to get an extra quote to get the 'Pool Ready'. This was an extra tier of service and cost to actually properly clean the pool, add the chemicals, balance the chemicals and have the pool be available for use. At the moment our pool is unusable.

- Payments were demanded upfront or no service would be provided. - Freedom Pool Contractor initially stated that Freedom Pools did not support a 'pool clean' despite 2 x pool cleans being present in the contract, which I had to show this information to start the pool clean process. - Pool clean was not completed, the pool was not left in a clean state. - Freedom Pools could not and would not explain what defines a pool clean, a reasonable customer expectation is that a 'pool clean' means that the pool was actually cleaned. - I had to take on the task of adding alum to the pool to flocculate out the dead algal cells. - Freedom Pools and their contractors do not communicate effectively with each other or their customers, I had to continually follow up with what was going to happen next, left in the dark. - Pool Lights do not synchronise with colour as per the Pool App supplied by Freedom Pools, this issue has been raised with Freedom Pools but has not been rectified. - Contractor broke the filter basket accidentally, now I am being asked to pick this up from Plympton Office. - I cannot register the filtration equipment products online for warranty purposes as the scan cards provided do not register the individual item, so my filtration equipment is not covered at this time, no assistance provided by Freedom Pools on this issue. - There has been equipment provided that has not been demonstrated to me in the form of training. - Now the relationship has broken down, I have been intimidated by Freedom Pools, where they have made demands as to the way forward, where I had to pay the balance of money to get the products owed to me despite a minimal balance owing and then pay for an extra tier of service at my cost, to get the pool ready and for them to deliver products costing over $1000. I do not trust them to follow through if I pay the balance of money. - State Manager's response has not addressed these key issues after complaint was raised, he has basically said pay 'x' amount and you can pick up the items yourself from the Plympton Office which includes a pool solar blanket and roller, telescopic pole which is not something that can be put in the back of the car. A deliberate attempt to be difficult and far from customer orientated, this includes the replacement filter basket that Freedom damaged during installation.

So disappointed with the behaviour and lack of customer service shown by Freedom Pools, leaving us with a pool that cannot be used at this time. Please reconsider choosing this company for your future pool requirements.

Thank you Freedom Pools! – Nathe was awesome - he explained every little detail in the contract in layman's terms so we knew exactly what we were signing up for. The delivery/construction team were fantastic - when I was peaking about how big and stressful the project was, they were kind and helpful. The team in the office were super responsive and helped me understand… Read more ·  1

finer details of progress and next steps along the way, always with a friendly manner. The job was finalised without a glitch. So excited to make memories in our backyard, its a beautiful oasis now...

Lesmurdie Resort – Freedom pools we very helpful along the whole process. From inital consultation right through to installation. The end result exceeded expectations. The dircetor pool from freedom really transformed our house which feels more like a resort than a house. The equipment they use pumps, filters ect, all seems to be of good quality and has been running well. Show details ·  1

Excellent service and product – Freedom staff were amazing from Nathe who started the process to Steve who finished it and all those in between. Exceptional quality and great service. I found using their suggested contractors for additional work such as paving and fencing ensured a seamless easy process and great quality. Highly recommend this pool supplier. Show details ·  1

I heard that the two experienced fibreglass fabricators that worked for freedom pools for 30 years .... so 60 years of pool making experience between them were shown the door unless they took a significant pay decrease by new manager. So they left and now have inexperienced builders. Fancy paying all that money for a crap pool Show details

Absolute Scamm – I had a terrible experience with freedom pools. Initially, everything seemed fine, but as soon as I signed the contract, they started revealing hidden costs that were never mentioned before. Their staff lacked professionalism and expertise—they failed to assess my backyard properly and then charged me for their own useless visits and mistakes.… Read more

When I decided to cancel due to their incompetence, they took the majority of my deposit. I strongly advise anyone considering this company simply to avoid them as they take advantage of people's excitement, and they know that people are too busy to take them to the court so they keep enjoying people's money. I regret ever working with them.

Not recommended – Did not deliver what they promised, Pool water was left with cement and builders waste in water for some 6 weeks. Sent email telling us we would have extra pool light they had promised (we did not get this) Very disappointed. Poor communication skills. We were never asked if we were happy with the finished pool. Sorry but we cannot recommend Freedom pools. Our pool was completed last December 2024. Show details

I had a good experience with Freedom pools, WA, installation was early with an extra light at no extra cost. Delays with electrical work but rectified easily. Overall happy with my pool Show details

DISGUSTING PAYING CLIENT – Natalie from NSW Branch- dont pay their debts but expects you to do all the work. Clients are happy with the concrete pour and our service. Getting our invoice paid is a nightmare, Natalie don't return calls or emails. Is an absolute joke to deal with. DO YOURSELVES A FAVOUR, GO ELSEWHERE Show details

4 months waiting for a pool and no communication - WA – Has anyone else had bad experience in WA? Confused that a previous reviewer said they got their pool in under 2 months over christmas?! I think they are messing my parents around. They paid for it in July, told it would be installed October, my parents have had no communication, my family emailed asking when it was happening and now being told the… Read more

pool isn't even made yet and installation wouldnt be middle of November. As it takes 6 weeks to settle before they can pave, we dont have the area ready for christmas which is so dissappointing after they were promised!! I think they forgot to order it! I will update this review better if they redeem themselves and have better communication from now on.

This company should be investigated, worst experience ever – A lot of money, for a lot of misery. Life time dream of having a pool , destroyed. Care factor zero. Had to call numerous times to address problems. 2 month job took 6 months. Not one thing was checked after installed by the contractor, Before back filled. The left hand didn't know what the right hand was doing. Please note pool was finally… Read more

finished about a year ago. Lawn still trying to recover , also damaged fence. Should be called free doom. Be warned............ Thankyou for reading

Terrible support service when it comes to warranty – Our spa is currently not working and is barely 3 years old. We have called the shop and they were very dismissive and not very friendly. Emailed warranty twice with required forms (last sent on 19/05/23 by Braden) and haven’t heard anything back. Tried many phone numbers and no answer. It has been more than 3 weeks we are now trying to reach… Read more

out. The water of the spa turned very bad. This will obviously generate a cleaning and water cost. $10000 SPA and terrible customer service once sold. Very disappointed.

pool bad experience – Had a pool installed by freedom pools. Quote and advice and information is not what actually happened. Had to pay extra money for digging, told they would no longer install the fence, we told them there was a leek to be told all good keep paving. Paving then has to be ripped up. Pipes had to be fixed as they put them inthe wrong spot and are still… Read more

not in the correct spot. The entire process was an inconvenience, and no one apologised or gave any support. A lot of money spent and they don't care. Would never recommend them

Poor customer service – The whole process wasn't to bad very slow to communicate with us about anything. Megan in the office at slacks creek is a next level of rude both my husband and I have spoken with her and she is rude, short and spoke to both of us like we were idiots and wasting her time this person alone has made us re think going with this company. Show details

Falls promises to get bonuses – I was tolled to put the deposit after visiting the site. Promised it can be done (as my neighbor has a tree) on the opposite side of the tree. Since the deposit the guy left the company. Deposited the money year ago now they saying taking the neighbor to court otherwise deduct $2500 from my deposit as per SPASA contract. No finalized work or ordering a pool since the guy left but going to take $2500. Be aware SCAM !!!

Incompetent, Poor customer service don't take responsibility for their work – I cannot recommend this company as a reliable and trustworthy pool installer. I had my pool installed in 2018, soon after we realised that the pool is leaking. Well, I am still waiting for them to turn up and do something about it. Their guarantee their workmanship for one year. When you report an issue within this period, it gets ignored and… Read more

they do not do anything about it. Once the guarantee period has lapsed, they distance themselves from the issue. The most famous answer is that their guarantees etc. are underwritten by SPASA. I did contact SPASA, not sure is their function – based on the correspondence it appears they are not independent and answers to be driven from the pool company’s perspective. I did ask SPASA about their function in terms of protecting the consumer, up to date they can’t give me an answer – if they don’t know what is their function, how I will know? I requested me meeting between me, SPASA & Freedom to discuss my concerns, nothing came of that – not interested. Back to freedom they expect me to get a 3rd party vendor to find the leak, and then they will fix it. I already paid for my pool; must I now pay someone else to come and find their / fix their poor workmanship. What is the purpose of your guarantee? absolutely worth nothing. Who on earth does these people think they are, to deliver a product and then refuse to find and fix their defects? One of the basic concepts of a pool is to contain water, my pool does not meet that requirement. Up to date, did not a single person of Freedom step foot on my property to come and have a look, the day the left finishing the installation was the last time. The second aspect with my pool, I requested a mineral pool. Soon afterwards I realised that there may be more to a mineral pool than only crystals. I contacted my chlorinator OEM, and they have confirmed that my chlorinator is not compatible with minerals, and that a different type of chlorinator is needed. Up to date Freedom cannot tells me what is required for complete mineral pool, have asked the question multiple times. Freedom can also not provide me with a statement from the chlorinator manufacturer that the chlorinator supplied is compatible with minerals. They claimed I got what I paid for, but I paid for what they presented to me as a mineral pool. I did not dispute their expertise at the time and expected them to provide me with what I requested. They can now come and put a lot of feedback below etc. I have about more than 3 years’ worth of emails between me and Freedom, just to give you an indication of how long I have been struggling with this company. They just don’t care. Bottom line, in tough times where money is important and hard to justify - use a pool vendor who understands customer service, willing listen to their customers’ needs and understands and support their product. Unfortunately, that company is not Freedom pools. I do not normally complain about services delivered, but these guys just tick all the boxes of someone you do not want to deal with. There are a lot of good reviews, this is most likely the lucky ones who did had any issues with their pools.

Inbuilt Spa – Frequently use the spa especially in the summer period. The spa is very simple to operate and maintain. The engineers provided full training on completion and I have been able to manage the upkeep. Show details ·  1

Materials, equipment and after sales poor – The pool has been in for a few years now and find that everything installed by Freedom pools has failed. The materials and equipment is poor quality and it will keep failing. After sails was useless and if now trying to put right is unsuccessful without redesigning the whole set up. I would not use this company again. Show details

Don't bother – Pay a bit more for a more professional company, it will be worth it in the end. The process of signing up with Freedom (WA) was great. The salesman was good to deal with and always answered any questions. Less then a week before it was due to be installed, the factory burnt down. We do not blame them for this at all, very unfortunate. We were then… Read more

told they couldn't supply our pool for at least another year, as our size and style would be one of the last pools built as it was a less popular design. Again, unfortunate but don't blame them. We were fortunate that another company could supply almost the exact same pool style, within 6 weeks, which they have now done. My issue is with how Freedom handled it since then. They would not let us cancel our pool, and kept our deposit as we were 'pulling out of the contract'. The options they gave us were, 1. Wait at least another year, with no answer as to when it may be completed, or 2. Fit 1 other style of pool they had available, completely different from what we wanted. Pool area will end up costing probably 60k by the time we are finished, not a small amount of money for a pool we don't want. Waiting a year was not an option for us either, as until the pool area is complete, we have no access down the side of our house to our shed, and the front walls can't be completed until the pool area is finished. We have temporary fencing in place to stop our dog from running away. Our house is a building site until completed, with pallets of pavers and pool fencing material all over the place. Again, not their fault, but personally thought it would make sense that we could solve our problems and move on with another company, no hard feelings. This would also free up one more contract they had to fulfil. Maybe I'm wrong, but nobody I talk to can believe they would keep our deposit for a pool they can't provide, but I guess make up your own opinion.

Sold us something they can’t support – We purchased our pool during the height of the pandemic in 2020. It was installed in August 2020. We were sold all the bells & whistles, with promises we could control everything from our phone via an app. The brand was Insnrg. And I’ll also be reviewing the brand - but im reviewing the customer service of Freedom today. It took us until March… Read more

2021 to get the actual pump that we paid for. We were promised a light that would change colour at the touch of a button- It took us until December 2021 to get access to the app & light we actually purchased. By this time, two of the panels had blown on the actual light & we were told ‘it’s out of warranty but because you waited so long for what you bought we’ll replace it, however there is no further warranty. They sold us something that was so high tech that even they don’t know how it works. They promised us we wouldn’t need to buy any chemicals because the pump ‘does it all’ - I can’t tell you how many times I’ve been to the pool shop for testing & chemicals because my pool is green. When their customer service guy came out to install the new light fixture, he was ready to leave when i explained to him that it was supposed to connect to an app - he literally put his hands up & said ‘that’s not my area’ - call the support number. So I did. I spoke to a woman who said she would get back to me - I’m still waiting. And every single time I’ve called her, she’s not available. So I’ve since found out that the stuff is so high tech they can’t support it & have discontinued selling the brand. Pool = still a great decision and I’m glad we have one. The upkeep when promised it would be minimal- not so much. In the height of the pandemic when we had very little choice but to stay home, we were excited about this new addition to our home. And stupidly did very little research. Make sure you do your homework, not only on the brand, but on the people supporting the brand.

Fantastic service & timely installation! – We are so happy with our new pool! Freedom have been so helpful, even after the installation when we called with some queries [unrelated to the installation], the staff couldn't assist anymore and went above and beyond to ensure they provided us with the necessary information. From the moment we made our first enquiry to the installation, we were… Read more ·  1

kept informed. Every single person that came to site was absolutely lovely and did the job efficiently. We are very grateful and couldn't recommend Freedom Pools enough.

Incompetence, broken promises, unprofessionalism, dishonesty... Freedom Springwood have it all! – This is the first complaint we have ever made about a company, as we are normally easy-going people. However, because of our experience with Freedom Springwood, we felt it necessary to warn potential customers of our experience, as we would hate people to go through what we have with them. Our pool was installed in late 2018. Soon after… Read more

installation, the pool had dropped at one end. Seats and stairs were hollow underneath, and water was coming into the pool from under the coping tiles. Freedom engaged an Engineer who confirmed movement, and advised we wait 6mths to see if there was further movement. If there wasn't any further movement (which there wasn't) then Freedom were to rectify to problem- which they committed to doing. Let me say at this point that we know that there could be some movement that would occur, however to have coping tiles cracking and breaking, pool shell to be hollow under benches and stairs etc in less than a year we find is not good enough. And water leaking in under coping tiles isn't even a movement issue!

For the next 18months we have tried to get the issue sorted. They have sent out 3 different staff to look at the problem (this is despite the problem already being identified), all who do the same checks as the people before them and then assure us, 'don't worry the problem will be sorted'. Even the Installation Coordinator said he would come out- and then didn't show up, without even having the courtesy of letting us know.

One thing they have been very good at is avoiding any actual fixing of the problem. Not once have Freedom been proactive in fixing the issue- despite saying they would. And why would they? After all, they have our money. Why would they have to stand behind their product?? We have heard all the excuses: - Lying to us saying we are next in line for the warranty jobs - We will talk in a couple of weeks to sort what the process will be (more lies) - Blaming of each other and the previous owners - Need to discuss with the General Manager - Can't work on the pool as it is Summer and it would stop swimming (we don't care, we just want it fixed) - They're just really busy - Make out they don't know what the problem is or in some cases even making out they are unaware of the problem (more lies- we have had more than 30 instances of communication with Freedom) - And straight up not answering emails or returning calls

Last communication I had with the Installation Coordinator on the 3rd of March, I was assured the pool would be repaired in 'late March' and was in as a 'warranty job'. As I write this, it is the 7th April and I have heard nothing. Communication to Freedom has gone unanswered and requests to call back not returned.

The thing that we find the most disappointing is the cowardly way Freedom have dealt with this. Their Installation Coordinator committed numerous times to fixing the issue, but then avoids any interaction so they don't have to actually complete their job, which was a result of their poor workmanship in the first place. Requests to talk with the manager have been fobbed off. Gutless.

The whole situation has taken any joy that we would have otherwise had from our pool, and I would hate for another family to make the same mistake of giving their money to this joke of a company.