Better Pools & Spas

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 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.

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 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.

This company promised me we'd be swimming by Christmas as part of their sales pitch. Never heard a thing for a long time so called then. They then decided to dig the hole the week it was pouring rain and then charge me a couple thousand more for extra Steel. After a period of time with pool the complete the walls cracked and I called them. It was then my fault as I had tiles laid to the coping. Would avoid at all costs.

Overall finished product we couldn’t be happier with, haven’t gotten to use it much with this summer but we’re hopeful next year! Like the many reviews already added communication from them leaves little to be desired. We had to follow up many times over the course of the build and it was always difficult finally getting a response. So the main thing I would say is you need patience. Once we were ready for the next stages things were organised quickly though and we have a beautiful pool! Thanks guys!

Would rate it zero stars. We've had issues with the filter for the last 5months which is getting worse and they've promised multiple times they would send someone but we've had zero support. Also did not share the receipts so we are unable to deal easily with the manufacturer.

Extremely bad attitude. Keep drag the job for few months with no reasonable excuse. Never get those guys, you will NEVER have your job done. People are very rude all the time. Save your time and money DON'T chose them!

This company took our money and left us waiting over 4 months to complete our pool. We had to call and email every day to get answers or updates and found the owner and office manager very rude and very frustrating to deal with. Would never go with this company EVER AGAIN AND WOULD NEVER RECOMMEND THEM!

Been 2 years since the pool was handed over, still have brown marks on walls and water diverters for pool spa that cant be turned easily, phoned many times, no response

Honestly I got no idea about how do they work. The worst experience I have ever had and they didn't built anything for me even.
I sent them a quote request on November and after having to chase them for many times, the responses I got were rude, not professional and then I realized they actually were not able even to read from plans I provided!
It was such a waste of time and my energy. I am still waiting for that quote.

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

Better Pools and Spas built our pool through the construction of our new home. We dug and concreted the shell prior to the build and then the team were back to finish the job as soon as the keys were handed over. Just in time for Spring. I could not speak higher for Cody and Leighton on the ground and Sabrina in the office. Highly recommended!

We received a lovely finished pool just in time for summer. Whilst it took a bit of time, we are really happy with the result. All the tradesmen for Better Pools were great and Sabrina was very helpful in the office, would recommend them for a new concrete pool build. Thank you

Worst experience ever! STRONGLY advise looking on Fair Trading NSW pages and The Downing Centre Court pages! I’d give -0 stars if I could. Also look at R U Pools as it appears to be the same company but with a new trading license.

A pool company that takes pride and joy in satisfying their clients. Better Pools and spas you definitely have lived up to your name and beyond!

Rick Crambrook a person of class and Decorum, a personable nature who listens and understands to what their customers needs and over delivering in the wants department. It is an absolute honor to do business with a family who are always polite and helpful courteous and have a can-do attitude. From the minute we met Rick Crambrook we knew Better Pools and Spas would deliver 100% satisfaction, you made it seem less and music to our ears.

Rick and the team you delivered a promise a true blue family. It was enough pressure building a new home in the uncertainty of a pool builder was definitely not on our list told task indeed to build a pool to the perfect millimeter to meet our future alfresco after our home was to be completed and sure enough above expectations Better Pools and Spas you got it absolutely perfect! Your carefree communication both of the girls in the office always smiling through the phone definitely bringing a positive aura to our day, never a question too many always an answer to suit your expertise and professionalism is a benchmark to all pool companies. A behavior not learn a skill inate.

We are blessed to have had an amazing and exciting experience and hope that anybody looking for a pool company they can trust look no further satisfaction definitely guarantee.

John and Jasmina from Bella Vista.

Fantastic pool and spa at a competitive price and great service from the friendly and responsive team.

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!

This is the worst pool company in Australia. I have never come across a company that has shown customer service so poor in any shape or form. Never buy a pool from these people. They are utterly deceitful. They took forever to complete the job. They are absolutely disrespectful, and showed no effort to help get the job completed. They provide no information to the client, lack work ethic and basic customer relations and don’t answer calls or emails during the process.
I would recommend to NEVER buy a pool or any form of service from this company at all.

Better pools and spas went above and beyond for my family! We ran into some problems before christmas - hitting rock and requiring the guys to pier the project. Committed to making our christmas perfect, the team went all-out to ensure the job was done in time. We were so appreciative, especially at such a busy time of year, that these amazing group of people worked tirelessly to get the job done! Not only did they get it done, it is stunning and every day i walk out thinking i'm in paradise! They work hard, efficiently and to such a high standard! I couldn't recommend them more!