Freedom Pools 3373 Pacific Highway, Springwood, Queensland 4127

"Disappointed, their agent in Sydney (Sydney Pool Scapes) - Terrible experience, attempted to contact multiple times via phone calls, emails, website and text message - no response, no attempt to call back, no interest. Don't recommend wasting your time, plenty of other pool companies around in Sydney that value customers, Freedom needs to find a better Sydney agent to keep customers."

"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 got through what we have with them. Our pool was installed in late 2018. Soon after 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."

"Special thanks to Leigh for Her outstanding customer service, the pool it’s self is fantastic, well made and the installation team worked with our schedule to get it done!"

"Thank you very much to all the people who came to make me the pool, the truth is they did it very quickly very well organized from now on, thank you very much all my family is very happy 5 stars for all Yohnny Rodriguez Andrea Rodriguez"

"We bought our pool from Freedom in October. The whole process was nice and easy. We were given rough timelines initially, followed up by more firm dates not long after. Every single stage of the pool build was done on time and overall i was very happy with the whole process. Both Dale and Liz are fantastic to deal with. Got our pool in before Christmas and i couldn't be happier. I'd highly recommend freedom pools at Underwood if you're considering a pool. We're still renovating the yard around it and upgrading the fence, but as you can see from the photos, the pool looks fantastic. ( more photos once we eventually finish the backyard )"