Barrier Reef Pools Perth 28 Da Vinci Way, Forrestdale, Western Australia 6112

"I decided to go with BRP, as I was told this is the higher-end product and customer service compared to their subsidiary Factory Pool. I decided to go with Owner dig as the quote to deal with my restricted access backyard was excessive. When I signed up, BRP requested 10m3 of sand to backfill. Quantity that I had to wheelbarrow to the back. 2 months before the install, someone came to inspect and said they would need closer to 15m3. Apparently, it was needed. It turns out that the install only required 8m3. So, I had a mountain of sand in my backyard - which cost me $340 and a whole day to wheelbarrow for nothing. BRP reluctantly organised to take the sand at the front of the house - blocking the access to my garage - and then asked me to pay if I want it removed. - There is no contract clause stating that in an owner dig scenario the owner must manage the excess sand. - BRP asked for more than needed and is not taking responsibility for this incorrect advice. Only after I put a 2-star review and put a formal complaint to the Consumer Protection Division of the WA government that finally the sand was removed. It is very regrettable that I had to go to that extend to have BRP reacting - Not a great feeling as a customer. It's a shame as it overshadowed that their product is good and the positive experience I had with David (sales), Steve (installer) and Ben (handover)."

"As first time pool owners and installers, we had plenty of questions throughout the process. Our contract was signed back in Sept 2021 with install booked for the earliest available date in March 2022. Our salesman David was terrific, he was able to answer many of the questions we had. He also made the trip down to our house (a good 30mins from the showroom) on a Sunday to measure up the yard to ensure the pool was able to fit. Leading up to our installation, I feel communication could have been better. We were advised at around 1pm on a Friday afternoon that the dig will be taking place on the following business day... this information was only relayed after myself following up for the exact start date. In saying that, we understood that it was a busy time of the year with multiple pool installs taking place on the 4 day week. There were a few hiccups with the dig (clay) which I feel could've been handled differently - I also recommend a site test prior to signing the contract as if we had known the additional expense of clay removal we would've considered a smaller pool or budgeted a little better. Apart from a few minor issues, we are thrilled with the end product and cannot wait for summer. Manhattan 12.2m x 4.4m. Will upload additional photos once landscaping is complete. *New photo added March 2023 - concrete and patio complete."

"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."

"This review is part way into our pool installation. Our pool was booked to be installed the w/c 19 September 2022. I had arranged for family from overseas (who we have not seen for many years) to visit after the pool was installed, so it could be enjoyed. I was therefore very disappointed at the outset to be advised work was delayed until 6 October. Ground works commenced on 6 October and installation on 7 October. Problems occurred the first day of installation, as I was advised there was an “issue” that needed to be fixed. I was assured that would happen the following Tuesday. The installer arrived on the following Tuesday to rectify the issue and work on the installation, which wasn’t completed that day. Nobody turned up the next day. Instead I received a text advising me that the installer was busy on other jobs, but he assured me he that he would attend the following day. He didn’t turn up - instead he sent a colleague who proceeded to install the filtration system in the wrong location (I had given explicit instructions to the installer the day before about where we are having concrete poured and the line that the filtration system must not pass). Since then the installer failed to show up again on several more occasions: - once due to illness; - once for his convenience (it appears he rebooked on the second occasion to coincide our work with other work he had in the area on later day); and - due to being tired (see update below for 18 October). There has also been a general lack of care taken during the installation, with unnecessary damage to garden beds and litter being discarded in my garden by Barrier Reef’s employees. I will update this review as the work progresses - but so far it’s an incredibly disappointing and poor service for a $45,000 job. ***Update: The compactor contacted me on Tuesday 18 October and said he had been advised the pool is ready for compaction. He attended this afternoon but left after a short while, having been unable to do his job as the pool has not been installed level. He told me the “levels are way off” and if he compacts the pool the job will not be signed off on and will be rejected. He also said this is not the first job he has had to walk away from this week like this. Photos are from 18 October 2022 showing damage to garden and current state. *** Further update 18 October 2022: The installer who advised me he would attend today (18 October 2022) to rectify the filtration system installed in the incorrect location has (once again) cancelled as it is too late for him to now attend and he is too tired. **** Further update 30 October 2022: Following the above issues contractors attended to rectify the pool level. They spent a day digging it out (after emptying the pool, which had been filled in preparation for compaction). They assured me the pool had been properly installed and it was re-filled, ready for compaction. However, the compactor rejected the job for a second time, as the pool was still not level, causing further delay and significant issues trying to reschedule other contractors (pool cover box installation and concrete works for the pool surrounds). After complaining (again) I was advised the ‘head installer’ would attend my property the w/c 25 October 2022 to level, compact and bond-beam the pool and handover would occur (and was scheduled for) 29 October 2022. He has had to empty the pool for a second occasion in order to try and level it. I am entirely unsurprised to say hand over was cancelled as the works the head installer was meant to complete have not yet been completed. More than 3 weeks after installation started the pool has been emptied twice and the pool has still not been levelled. This is the worst company I have had the misfortune of dealing with. I will update this review with full details if and when the work is ever completed."

"From the sales person right the way through to the install, Barrier have been responsive, professional and value for money. After talking to friends who have used other pool business i realised how informative Barrier were right from the beginning. The offer information up so you feel comfortable in moving through the process. The customer service staff were always quick to get back to me for any questions and open to feedback on improving their service. Everything was communicated really well during the install. Overall I am really happy with their service and would recommend to others. Great value for the overall package we got,"