I don't like to write reviews like this, but the customer service from BP&S is so terrible that I feel its a public service to warn others.

I'll start with the good:

-We are happy with the final result. The pool is what we were after. So far the quality is generally pretty good, apart from a few minor mostly cosmetic issues. In saying that if there is a problem, I have no faith they'll come back to fix it without a fight.
-The people who did the work on site know what they are doing. Rick clearly has a lot of experience as do the contractors he uses. Every contractor/trade they used were friendly and professional. Layton, Cody and Josh in particular were great.

The bad:
-Without exaggeration, the office has the worst customer service I have ever experienced in my life. Calls not returned, emails not answered, or emails sent asking for information that has already been sent to them multiple times. Read the other many reviews with the same issue, they are consistent with our experience.
-We paid our deposit in December 2020 and were told "you'll be swimming by March (2021)". On the recommendation of the salesman, we ended a family holiday in January 2021 early to come back and get the backyard ready. We needn't have bothered as they didn't actually break ground until late June 2021.
-The pool was handed over to us in August 2022. Of course, they can't control Covid lockdowns and floods, but it doesn't change the fact they didn't start when they said they would. If they had, these wouldn't have been an issue. Even once they could get back to work, we weren’t kept informed of what was going on. This meant the other work (fencing, landscaping etc) was delayed at cost to us. Again, understand that there are things they can't control, but one thing they can is answering our queries and keeping us informed of timeframes. We stuffed around many other tradies because of BP&S’ lack of communication and failure to adhere to their own commitments. We would go months without word from them or responses to our enquiries.
-The one time they are quick is when its time to pay. We had a phone call for one of the progress payments as the contractor was walking down the driveway, before they'd even started that work. They're also quick to reach out when its time to try and upsell you.
-Nothing is ever the office's fault. Always an excuse.
-If you use them, take notes of EVERYTHING. Every conversation you have, because I guarantee you'll need your records. Thats even if you can get them on the phone. Everything goes back to the one person in the office who runs everything, their other office staff change all the time (I wonder why).

In summary, the quality of the work is good, the actual builders and trades know what they are doing, but having to deal with the broken promises and terrible, terrible customer service means I wouldn’t recommend them. We had a lot of other issues that I won't go in to, just read all the reviews on here and the other review sites before you make a decision.

Worst pool company ever. STAY AWAY. Took 1 year to get DA approval done. Once approved I was tiltthey would start "Next Week" multiple times, after 5 months of "Next Weeks" I cancelled my contract with them.
I then went to fair trade to get my deposit back which they ignored. Then went to NCAT (tribunal) where the owener Rick lied about their reasons for not starting the job. Thankfully the tribunal member saw straight through Rick's lies and I was awarded all my money back.
Nothing but head aches from this mob and no work completed. Would give them negative stars if I could.

Worst company ever - took 16 months to build our pool which was supposed to be done in 12 weeks. No one communicates, messages left remain unanswered, promises never ever fulfilled. So, so, so much frustration and heart ache. Supposed to be swimming by Christmas 2015, it's now February 2017 and finally we're done. Pool is now finished but struggling with them until the end, when they sent us an invoice for something that was due to their own negligence. Tried to fight it but they wouldn't hand over the pool (incl cleaners etc.) until we paid. Avoid please. One massive nightmare.

These people designed and fitted my renovated kitchen. From the outset when I visited their showroom, the people were all helpful, flexible and professional. In the showroom, I didn't feel rushed or silly with my questions and when the designer came to my home to measure my kitchen for the design, he was very patient and informative. I went to both showrooms (Deepdene and Bayswater) during the project; both are small and utilitarian, there are useful displays, some office space but no funds are wasted on unnecessary extras. As for trhe project itself - it went very smoothly. I felt well informed at all times, everything was on time, stayed on budget and delivered as I expected. From start of work, whole thing was done within 2 weeks and the Project Manager was excellent. I had one issue to follow up on later and they came around quickly to see what had happened and resolved it there and then - it was quite minor. I recommend them.

Very happy with the pool. Was a long process due to delays in getting DA through council but Better Pools certainly made up for lost time. They didnt give up until it was through. Thanks Rick and the family for all their efforts. I would have no hesitation in recommending these guys to anyone.

Like MichBrown89, I'm very shocked from the first review! I have found Better Pools and Spas to be a fantastic company to deal with. From the very beginning, the girls in the office kept me informed from approvals to handover. Any questions I had to ask, they were always happy to answer them for me no matter how many times I would call them. They were honest and gave great advice. Whenever dealing with a family owned and operated company, the level of service and quality is always top notch that's why I signed up with them in the first place. I have recommended Rick and the Better Pools and Spas team to all my friends and family and I will definitely use them for my next pool.

I was very shocked when I read the below review as we have just had completion of our pool...just 9 weeks after excavation began! I have built houses and pools previously and i can only hope that if I do it again it would be as easy as this. From the girls in the office always ready to answer any questions to the guys that came out on site; they were all fantastic! The finish of the pool is meticulous and we are so pleased with the result. The kids wont get out even in this less than impressive weather over the last few days. I would recommend Better Pools and Spas to anyone i know without question.