Barrier Reef Pools Reviews 11

Painstakingly horrible experience. Our pool was not installed to BRP's own guidelines, their engineering specification or AS/NZS 1839. We have been waiting in good faith for rectification of the significant issues this has caused for over a year. After we discovered we had been repeatedly lied to, that BRP was misrepresenting people as SPASA representative (who are not) and had someone representing BRP pools trespassing at our home, we had to take a firmer approach - outlining our concerns and the provisions of Australian Consumer Law. Since naming up the lies, the consistently missed deadlines, inaction and provisions at law, we have heard crickets - from either the local BRP outlet, or their corporate team. It appears that we may need to go to the WA building commission and possibly the magistrates court, to finally get BRP to do what they should have done at the outset - and at the least, should have rectified over a year ago. BRP have turned something that was meant to be a blessing for the family into a long-running nightmare. If you are looking to invest your hard-earned dollars in a pool. Please ensure you are engaging a team who will do it right – or at least fix their mistakes. This, to our great misfortune, has proven to not be Barrier Reef Pools :/

Do not purchase, the company's customer service is horrible and their product is inferior. Of course they say the gelcoat failure is your fault! Our water is tested weekly by a reputable company and treated accordingly. They sent a representative to test the water and of course he came after Tropical Storm Debby and the chemicals were off. They have referred us to another pool company that deals with stains! Find another brand not Barrier Reef! After the sale you are screwed. We were warned, but liked the design and they were manufactured in SC. Advice...RUN...no service after the sale.

Within 2 years of the pool being installed the gel coat faded, contacted the company for a warranty, had to provide documented monthly tests which I was unable to do, was advised to test before the summer , mid season and at the end of summer at the pool shop, advised by Blue Marlin pools. As well as regular tests with the sticks which were done monthly.

Now Barrier Reef pools want to charge me $3000 to have a test done to determine if it is manufacturing fault, if it isn't then I am liable for the $3000.

Really poor customer service , I would avoid this mob like the plague. absolute disgrace!!!!

The pool sank, the contract had errors, they withheld monies owed to me for unused provisional sums then helped themselves to it before handover. Shortly after install the corner sank so they jacked it up and did a dodgy job, now the entire thing has sunk and is well below the tolerance prescribed in the Australian standards. I've been in contact and they surveyed the pool and found it to be out of specification with the Australian standard but have now ceased all communications.

A bit of a search through the court databases shows customers regularly have to take them to court for them to do anything.

Hi, I have a Brooklyn 9.6 with severe gel coat fade. Pools only been in less that 2 years.

Colour is electric grey shimmer which was extra as it came with a lifetime gel coat warranty.

This colour is no longer available.

Anyone else had this issue particularly with this colour?

matt at castlesecurity.net.au

Terrible company
Barrier reef pools/century pools.
Do not buy from these crooks.
Do the research.

1. Emerald Coast Pools installed the fiberglass pool during Nov 2021. They used a crane service to lift the pool over the house to place it in the backyard. The large crane damaged our front sidewalks, and the Field Manager stated that they would call the concrete contractor, who installed the pool surround, to repair/replace the damages. They never responded to 4 calls to the Field Manager & Business Manager, who have yet to respond.

2. Less than a year after installation the ozone element stopped functioning, which they replaced in timely manner, despite sending only one service tech to replace the not-so-small unit, which now tilts noticably to the right. No one ever visited to inspect the tech's work.

2. Two weeks ago we noticed a line of sand on the floor of the pool and along the submerged ledge that extended directly from the southwest return nozzle. The pool filter is a cartridge system, so we knew that the sand did not enter from the filter. We live in northwest Florida on a bluff in close proximity to Escambia Bay, so our "soil" is more than 7' of sand. The only feasible conclusion is that something in the southwest return or return line has failed. Likewise, the pool was rapidly losing water to the level of the returns. I called the service number for Emerald Coast Pools at 8:30am and left a message with the individual who answered the phone. After not hearing a response by 1200 noon the next day, the actual receptionist/office manager apologized and stated that she had never received the message from their answering service. The Service Manager called the next day to schedule the service tech for a visit, and the Service Tech arrived later that day. He took pictures and added water to the pool, confirming that the water was not leaking from the skimmer, further confirming that the leak resides somewhere in the returns. The Service Manager called a week after the initial call to inform me that the General Manager stated that the plumbing is out of warranty and referred me to a pool leak business. Their position is that if a PVC pipe or fitting failed, they are not responsible to remedy the situation.

3. We also reported during the 'sand' service call that the screws used to fasten the front skimmer escutcheon to the skimmer had corroded so severely as to prevent removal with a screwdriver. The service tech had to cut the front skimmer plate in order to break small pieces of the plastic in order to grip and remove the worst of the screws. While the remainder of the return fittings are grey, they showed up with a white skimmer escutcheon, which I accepted just to have that repair finished.

I will be contacting Barrier Reef Pools about their so called dealer service. I plan to also contact an attorney to pursue damages. One would think that fixing bad products is a lot less expensive than paying legal fees and repairs, but what do I know.

We are unable to either run the pump without constantly refilling the pool. Their design does not include a main drain, so the water level must be at skimmer level, which in hindsight is not a resilient design.

My experience was we had Damage to the fence, Damage to the pillar, Damage to the aggregate. Super poor workmanship even the pool fibreglass needed to be repaired. They cleaned the pool and pumped the sand into a sewer drain (legal?) which blocked it up and they had to get a plumber out to resolve.
Wrong pump than we paid for and not fit for purpose. Chlorinator and light were put in the ground on a pine stake with two steel screws.

Ben the maintenance guy is a shining light for the company.
The fact here is it starts at the top. Installation and customer service is far far below any other business you have dealt with. They just are not given the skills to sort out any customer issue as they hire contractors to do the job. Once the job is completed its just platitudes. 6+ months of promising to get back to you. To this day nothing has been resolved.
If you have issues, follow up is nil.
As people buy pools over the holiday period. If I had my time again would I consider the Barrier Reef Group?
No - there are better options for similar pricing.

Pool leaks going on three years still not fixed b r p don’t seam to care will get to it sooner or later

I decided to Build my Pool with BRP Loganholme. It was the most horrific experience from any contractor I have ever experienced.

The Contract Signing was the easy part. Salesman was great at communicating, contact was done quickly and to point. I was getting a 10.5x3.5m Pool which the quote amount was meant to be $54 500, The original signing was for contract only $21 800, Which I honestly thought was strange and mentioned it. Got told it was how it was meant to be.

During the process of waiting for pool to be scheduled for install as I got promised a date. which never came to be, I asked for extra and minor items to be added. Got ignored for 2 weeks with 0 response. I called there head office, as I was unsure what was going on. This is when I found out all the BRP outlets are just subcontractors to the BRP name. The owner of BRP Loganholme found out I called. I got a phone call basically with threatening words, abusive and down right rude. He said I was throwing his business under the bus and trying to cause trouble. I was ringing to ask what was going on, as I got ignore for weeks. He threatened to Purposely damage my pool and do a bad job, If I did not cancel my contract. I refused to cancel contract, as I wanted my pool before Christmas.
1-2 weeks went on and heard nothing again, Until I got a bill for the Pool shell $32 700. This was confusing to me as it was not on contract. I asked my family and called QBCC and got told, that the deposits mentioned/amount on contract is to be only paid. This is where alarm bells start ringing for me.
I ask Barrier reef Loganholme if they could please re do the contract to the correct quoted amount of $54500. I got told from Barrier Reef Loganholme, they will not be doing that.
Now my Contract was $54500, but ---The Pool completely installed (with pool equipment, water filled, coping and handover of pool) is $34490 As per quote
How can the pool shell alone be $32700???
It was a question I wondered honestly.

I then got told by barrier reef pools Loganholme, "Hi (Name) on the bottom of the quote you will see the terms were 60% of the quote value payable on delivery of the pool shell"

Which is not correct. As my deposit was
- $2180
- Excavation $13080.

Barrier reef Loganholme, Refused to deliver the pool, Do any work on my house, Unless I paid them $32 700 before they even arrived to site, to do any work. I tried sorting it out with them, however the conversations were very hostile. I spoke to my partner and we mutually agreed with barrier reef Loganholme to cancel pool. Barrier reef Loganholme, transferred money to account within the hour and a email was sent agreeing to the cancellation.

End result is, I would give Barrier reef Loganholme a - result if I could. Would highly recommend to stay away from them and ensure you check your contract, so you do not get scammed.

Positive Note for BRP Factory Direct

I then spent the next week searching for a pool builder. Until I ran into Brett and Alice from BRP factory direct. Brett was straight up honest and Alice provided excellent communication. I was honestly impressed. Brett got my a contract and start date of the pool within the week. So please do not look at my review and think all BRP are bad. It is just selected Branches*

Pros of BRP Factory direct.
- Got the job done as promised and as per contract.
- Communication was excellent from Alice in the office.
- Brett got any issues sorted within a reasonable timeframe.
- I have had no pool in the past but the quality of workmanship from some of the Sub contractors were good.
- If I had any issues with any contractors, it was sorted within a good timeframe and dealt with professionally.
- Hand over was smooth by Q3 pool services
Negatives.
- Use all Subcontractors
- Had 5 different leaks on pool equipment, 3 different technicians.
- Very messy in some aspects and a lot of rubbish would have got left behind, if it did not say anything or raise it as a concern.

End result. Would Recommend BRP factory direct.

I have not had any warranty issues yet. So I am hoping I do not, as some reviews say they get no help. Keeping the results in the warranty is vertically impossible. I have paid a pool tester every month and trying to keep within their recommended levels is just beyond difficult. So only time will tell if the warranty is provided.

This is one of the many communications I have recently had with Barrier Reef Pools. Not surprisingly I have not heard from anyone.. Hi Mel, just wondering how things are progressing with our deposit refund. I understand that you may feel like you have no responsibility to refund us, but as we have discussed previously I left the deposit with Barrier Reef in good faith, declining the offer of a refund at the time we put our pool on hold last year. At the time and we were (happily) advised by your company that a family was extremely happy to be able to get their pool installed earlier because of our postponement. I have been waiting to hear from you for over a month and all the messages and emails I have sent are not answered. The money would be very helpful to our family over Christmas so I hope that you can see past what is holding things up and let me know when the money will be refund to us as you said it would. I have already forwarded my bank details to you but have included them again just in case. If you or someone within your company can please respond to me as soon as possible, I'd be most grateful. I have also attached copies of Facebook messages and emails relating to our discussions in case you missed them. (not ability to attached images in this review)
Unfortunately I am still waiting for someone to contact me..