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What our clients say about us
I have found these guys to do a great job servicing my pool. Have never had any problems
The pool technicians were great, but the customer service is below average.In response to the response of my review.I have been nothing but nice to the Pool technicians, offering water, tea and coffee. So this is actually an untrue statement.Regarding the staff at Pool Builders Pool Shop, the customer service person messaging me through your messaging service was actually fairly snarly with me and rude. I was not being rude. I simply asked questions, with a snarly response.Also, just feedback. Their is no point having a phone number if you can't contact the shop and speak with someone. The amount of times I have called and no response even after leaving a voice message. It's not good customer service.I'm happy that I have found somewhere else that offers a higher level of customer service.
I've been an on-going customer for over 30 months - a pool service every month since June 2021, over $5000 paid. In general I've been happy with the pool servicing received.However, in the last 18 months, on 10 occasions I've not received, and have had to contact their office to request, the Chemistry Report that is explicitly stated as an inclusion on their website. Not a big deal; at first I just assumed it was a mistake, or there was an issue with their equipment (which there was on one occasion, but that's OK). However as the number of times I had to contact to request the report approached double-digits, it started to get frustrating.Each time I pointed out that I hadn't received the report to Nicole from their office, there was never any acknowledgement/apology, just a generated email with the report attached. Last month, I guess a limit was reached and after 9 previous occasions of having to ask for the report - including the last 3 months in a row - after receiving the invoice I decided I'd just wait and see. You'd think after many previous examples of me asking for the report, something would click as to why a loyal customer hasn't paid?Alas no - after two payment reminders, I replied via email stating that AGAIN I haven't received the report and that, since the report is an inclusion of the advertised service - combined with the fact that this was the TENTH time this had happened in the last 18 months - I would only pay the invoice once the service was completed; i.e. once the missing Chemistry Report was provided.To pre-empt any suggestion of threats from myself, here is the email verbatim:"Once again I haven’t been sent the Chemistry Report. As per your website, this is part of the service, but I constantly have to request it? I don’t consider the service complete and won’t be paying the invoice until it is sent. I also won’t be requesting it each month any further, has I’ve had to do this literally 10 times in the last 18 or so months"I was hoping for an apology for not sending the report - but was also prepared for the usual nil response. Instead I got a threatening reply from Nicole stating "Should you not meet our payment terms - we will have no option to cease the pool servicing." No "oops, sorry..." or "thanks for being a loyal customer..." - just a threat to cease the servicing, despite their own service offer not being met!Naturally I asked for my service to be cancelled. Nicole then replied with this hard-to-understand gem, which seems to accuse me of making a threat, despite the only real threat coming from her:"As we have already advised it was an honest mistake [10 times...?] and you inttial email we do not take lighlty to threats in which is what you hve done advsing you wont pay the invoice and as we have advised should you not meet te payment terms we will cancel the service."I was shocked; I get mistakes happen - but if even you yourself agree it as a mistake, why wouldn't you apologise instead of jumping straight to a threat? Especially towards someone who has engaged your services for 30 months and paid over $5000? If a customer states they will not paying for an incomplete service, as per that company's own website and terms of service, it's not a threat.As was the case for the previous 30 months, once the Chemistry Report was received, the invoice was promptly paid. It's disappointing to receive such poor customer service and ultimately to be treated like this, because I was happy with the pool servicing. Despite being offended, I was just going to move on and utilise another of the many other pool shops in my area.HOWEVER I felt compelled to post this review when at 9pm I received a friend request from Nicole on social media. I don't know what sort of person thinks it's OK to look up and contact their customers on social media? Perhaps it's a thinly veiled attempt at intimidation, but regardless it was unsettling and I consider it a breach of privacy.(Everything above is factual and contained in emails/social media screenshots if evidence is required)
The team were great to work with. I had an issue with the pump Nicole had it sorted fast. The boys were friendly and easy to deal with
We are so grateful to Nicole and the entire Pool Builders Team. We are new pool owners and have asked our fair share of dumb questions, but the team have been very patient and absolutely fantastic servicing our equipment and teaching us important techniques to maximise our pool’s performance. We really trust their guidance and support. Steve and Tash
Useless....don't bother. Called in to the 'shop' today to get some advice on a part to repair my Maytronics Dolphin M4 and to inquire about purchase of an upgraded model after internet research indicated this was the closest Maytronics retailer/repairer. The shop that faces the roadway is not operational and there is very poor signage to a sketchy set of stairs at the very back of the building to an office. I went in and was approached by a women who looked very surprised to see anyone. I told her I need advice on a part and information regarding a new pool robot. All I was directed to was the online shop....but I need advice on a part....there is no one here can help, come back Monday. I think not, I will spend my money with someone with quality customer service.
Thank you guys. Always a great service. I know I never have to worry once you have been. And thank you Nicole for your good advice between services. Rosealie Hatchman.
We have been using the Pool Builders Pool shop since 2021 and their service has been nothing short of amazing. The entire team (Nicole, Adam and Tim) has been great to deal with over the years. Adam (our regular pool Maintenace person) is brilliant at what he does. He is meticulous, knowledgeable and extremely reliable and will go above and beyond to ensure our pool is kept in pristine condition! Our pool looks brand new when he leaves! Highly recommended!
Tim is a wizard. he always manages to get our system functioning properly! thanks
Great service. Text messages sent to confirm date and time of service. Easy to respond with a question as well via the text. No issues at all with this company.
I have had my pool for 6 months now and the service team from Pool Builders Pool Shop have kept the pool flawlessly clean and with nil effort required by myself. Prices seem very fair and the technicians are very knowledgeable. Once my 12 month contract is complete I will continue to have them service my pool due to this service.
Pool Builders Pool Shop do a fantastic job servicing our pool monthly. There is no need for taking samples of pool water to the shop for testing, Pool Builders Pool Shop come to your home test and clean everything. Supply all necessary chemicals to keep your pool looking beautiful all year around.If you want hassle free pool maintenance, I highly recommend Pool Builders Pool Shop to take care of your pool.
Have been using Adam and the team for approx. 4 years now and wouldn't go anywhere else.Always professional, and prompt with assistance where needed, no time delay on parts and chemicals.I use Adam for ongoing regular pool servicing and he is fantastic, and keeps my pool looking amazing all year round!Whenever I have any issues, Adam is always my point of call and is there to sort it for me ASAP.Keep up the great work guys...
Have been using Adam and the team here for over 3 years now. They’ve been nothing but incredibly responsive and helpful for whatever we’ve needed, and given our busy lifestyle, if it wasn’t for their care of the pool we’d probably have a swamp. Recommended them to our neighbours and they’ve been similarly pleased. Thanks team !
Would give six stars if I could! Absolutely amazing service and care looking after our pool, and the highest level of customer service too - always, every time, and from everyone at Pool Builders Pool Shop. Tim leads from the front, and always takes the time to check-in and chat. Adam and Mark have great communication, and really know and have looked after our pool as if it was their own. Nicole is super quick and responsive with any emails or SMSs. If you are looking for a team that will care for and about your pool, while communicating well and delivering the highest customer service, then know you can trust Pool Builders Pool Shop - we have for over 3 years.
Stay right away. I've been a customer from the day they opened and I will not go back. They have left items disconnected with no information. Nicole, talk about an example of shocking customer service! I will never use these guys again. Which is a real pity and the builders did a really good job building the pool. Unfortunately, the after care service from this company is shocking.
We love our pump, Adam was an absolute delight installing it all the while sharing his wealth of knowledge on all things pool care ensuring we were happy with everything and our water is perfection. We've bought a robovac now too and it's a dream. Wonderful customer service here and brilliant products. Thank you!!
Thanks Nicole and Tim. Process for our filter replacement was smooth and timely, with interim filter diversion process maintaining everything beautifully.
Being brand-new to purchasing a property with a pool. I contacted Pool Builders Pool Shop and had the pleasure of talking to Nicole. Nicole was a wealth of information, and she answered all my concerns from pool and filter maintenance, and she also scheduled in a service call by one of her service technicians to fine-tune everything. Being new to owning a pool, my concerns were to not only know how to maintain the water, but also the correct operating and service of the filtration system. Speaking to Nicole gave me the reassurance that everything will be done correctly and what i will learn and knowing how to maintain the pool and how it should be done the right way. Thank you Nicole for taking the time to discuss my concerns. From my experience today, i would highly recommend this company for anyone that is looking for a company that specialise in pool maintenance and everything in-between.Paul.Flagstone.
Excellent service from quote to install, always kept me up to date and responsive to my questions. Guys who did the install were friendly and knowledgeable. would happily recommend these guys to do pool work.
Our pool is exactly what we wanted. Perfect. Great team from start to finish communication spot on. The filtration system is Low maintenance, quiet and the pool is crystal clear. Fantastic.
Absolutely love Pool Builders Pool Shop! Have been getting fantastic aftercare advice and service from Tim and Mark. The team at the office are friendly and efficient too. Jash and Anj
Brilliant service had a pool pump bearing fixed and Tim was fantastic. Can’t recommend him highly enough
Great Service, great price! Recommend this to ANYONE with a pool. At first I thought "I can look after our own pool" BUT so glad I gave this a go, so easy now.!
Pool Builders dispelled our concerns about having a pool built from the very start to the final sign off and beyond! From concept and design to implementation, the Team from Pool Builders were professional, supportive and efficient. We are totally satisfied with the end product, it has exceeded our expectations. We have and will continue to recommend Pool Builders to people who want to install a pool at their homes. Happy summer to all!!!!!
I’m as time poor as they come so the last thing I want is to be spending my weekend maintaining my pool... which I have no idea about.I can’t recommend Tim enough. He super knowledgeable and polite. He explains things to me so I can understand and gives me honest recommendations if I need any work done.Tim turns up, maintains my pool and keeps it in sparkling pristine condition.I receive a text message to alert me that my pool service is approaching so I know when Tim is due.It literally can’t be any easier.It’s rare to find a business that is so efficient in everything they do, without trying to sell me things I don’t need.Brilliant customer service. I highly highly recommend them 💯
Tim has been fantastic with bringing us up to speed on how the pool works, and then keeping it in check every month. Very knowledgable and helpful when things have gone wrong
I 100% recommend The Pool Builders Pool Shop over any other pool service due to their in-depth knowledge and excellent customer service.Having shopped around with two other pool shop services in Brisbane I can attest that this team come with all the know how and gear to service any pool. They are trained by the pool builders themselves to service the pool the way it’s meant to be cleaned and are specialists in maintaining the pool equipment that the builders have installed.When I walked into other pool shop services they were giving me conflicting advice and making me purchase items I didn’t need and their house visits came with very poor service.When I switched to The Pool Builders Pool Shop they were able to clear up all the mistakes and bad advice and get my pool sparkling again. The monthly house visits are always on time and come with thorough cleaning and testing. The team are friendly and happy and know what they’re doing.
