


Premium Pool Spa Equipment AstralPool Australia
Based on authentic user experiences
AnnoyedCustomer
6731 reviews
N/A
5 months ago
Dangerous Products and No Repairs Refunds or Replacements
Firstly there is a major safety issue - a swimming pool gas heater cost 8 000 at risk of exploding and catching fire in close proximity to electrical equipment and thus a serious threat to life and property Astralpool launched a product recall on this stating that a technician would be in contact to repair this in five days It s now almost three months later and no technician has contacted me despite repeated attempts to get Astralpool to sort this out At one point the staff on the phone even told me point blank that there are no technicians or parts available to carry out the repairs In my next round of communications with Astral Pool they told me my case had been prioritized and that a technician would contact me in a couple of days Three weeks later and still no contact from anyone technician or otherwise and I still have a dangerous gas heater outside The company obviously does not have the capacity to repair the heater since three months has elapsed since the date the claim was submitted and they won t refund or replace I just keep getting told that I have to wait for a technician to contact me - which isn t happening To make this matter worse I have 100 000 worth of pool and spa equipment I can t use because it doesn t work properly without the gas heater being turned on And I can t turn it on in case it explodes Obviously this situation is rather dire and I have begun to take legal action against Astralpool I have been informed that their exploding gas heater is not only a health and safety legal violation but also that the lack of support for a dangerous product is against Australian Consumer Law So be wary of this company the Department of Consumer Affairs itself has advised me to legal action
Todd Prado
6731 reviews
N/A
5 months ago
The same exact experience as other
The same exact experience as other reviews about being sold a dodgy product and then them avoiding any responsibility to repair it or bother to contact me I too will be taking legal action against them Do not do business with this company
Linda Robertson
6731 reviews
N/A
5 months ago
Fluidra Astral Pools are impossible to
Fluidra Astral Pools are impossible to deal with We have been waiting for a recall part for 4 months Sitting on hold to speak to someone for 3 plus hours When phoning staff have no idea and read off the same script each time When phoning head office they pass you around the office and take no responsibility We have been told by one staff member we are better off contacting the ACCC to get anything done
Fergal Gleeson
6731 reviews
N/A
5 months ago
Do not buy an Astral Electric Heat
Do not buy an Astral Electric Heat Pump We paid 6 5k for a pump supposedly BUILT FOR THE AUSTRALIAN ENVIRONMENT It failed after 4 years requiring a 1200 replacement part installation costs Poorly designed for such an expensive product Avoid
Lloyd
6731 reviews
N/A
5 months ago
AstralPool are shameless
Waiting patiently for almost a year for the pool heater recall issue to be actioned I m of the view that in my case AstralPool hope I go away If I get a plumber to fix my heater AstralPool state on their recall FAQ s that their liability ends So what who cares AstralPool have gone into hiding over this matter they are demonstrating an utter disregard to us all theirs is a policy of paying lip service and nothing more AstralPool need to be held legally accountable for their contemptible attitude to customers I m determined to see that they are A Current Affair anyone
Miss LAL
6731 reviews
N/A
5 months ago
Absolutely hopeless company
Absolutely hopeless company They have a gas heater re call and now they are in hiding Fraudulent companyStay away and save your money
Adrian Fitzpatrick
6731 reviews
N/A
5 months ago
Don t waste your money
Don t waste your money Product is expensive rubbish I bought the Equilibrium pool chlorinator and variable speed pump 4 years ago Already the circuit board has been replaced the cell has been replaced and the automatic acid dosing pump has now just died at the same time as the pump rev display To fix the pump I m up for 850 00 plus still waiting to hear back from the pool shop as to whether AstralPools are going to fix the Chlorinator I don t believe they have a choice under Australian warranty contracts because this model when purchased had a 5 year warranty For those unaware the warranty for this chlorinator is now 3 years This reduction in warranty is just confirmation that their product does not last Obviously costing the company too much money in warranty work My message to consumers is don t waste your hard earned money on an expensive product that does not last The product is fancy tech crap that is unreliable and won t go the distance for a high priced item When it all dies it s not being repaired it is being replaced with another brand of chlorinator and pump
Abe Weiszberger
6731 reviews
N/A
5 months ago
Product doesn t work
Product doesn t work Every excuse under the Sun
Chel
6731 reviews
N/A
5 months ago
Never again with Astralpool
Astralpool didn t want to pay for the work under warranty They charged us instead When questioned they said the warranty has expired even though the warranty was still valid Now the same issue recurred and when contacted they said the warranty has expired but admitted the was there when it happened last time But they refused to acknowledge they were involved at that time even though there is proof in the form of email case number etc I got the impression they do not want to provide customer service and honour the warranty They displayed really bad attitude in blaming the customer than accepting any of their mistakes Never again I ll deal with them
Tamer Avsar
6731 reviews
N/A
5 months ago
Extremely Disappointed with Fluidra s Mishandling of my Warranty Claim
I am extremely disappointed with the way Fluidra has handled my warranty claim for my gas pool heater The lack of professionalism poor communication and disregard for customer concerns have left me frustrated and dissatisfied First and foremost I want to address the complete lack of responsiveness from Fluidra Despite multiple attempts to reach out through emails and phone calls it took an excessive amount of time for them to even acknowledge my claim Moreover they falsely claimed to have replied to my emails when no such response was received This level of negligence and deception is simply unacceptable During our telephone conversation I was shocked by the audacity of the representative to outright lie about their previous communication attempts Their failure to provide timely updates or even the common courtesy of a reply reflects a lack of professionalism and respect for customers Furthermore Fluidra s justification for declining my warranty claim is both unreasonable and ironic They insist on having pool chemistry reading confirmations for the last three months completely disregarding the fact that I have had monthly pool service by a reputable pool company since the pool s handover in 2018 I have faithfully maintained the pool s chemistry and promptly addressed any imbalances It is absurd for Fluidra to focus solely on the last three months when I have consistently prioritized the proper care and maintenance of my pool for years Fluidra s refusal to accept or acknowledge the evidence I provided including documentation from the pool service company speaks volumes about their lack of accountability and unwillingness to stand behind their products I expected better customer service and support from Fluidra especially considering the investment I made in their gas pool heater Unfortunately my experience has shown that they prioritize evading their responsibilities rather than addressing legitimate warranty claims In light of Fluidra s unprofessionalism poor communication and unjustifiable warranty declinature I cannot recommend their products or services to other consumers It is crucial for potential customers to be aware of the difficulties they may face if they encounter any issues with their products and need to rely on Fluidra s warranty coverage Overall I am deeply disappointed with Fluidra s treatment of my warranty claim and their disregard for customer satisfaction They have demonstrated a lack of integrity and failed to meet the basic expectations of a reputable company