Fluidra Pro Centre - Keysborough - TRADE ONLY

"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."

"Visited Fluidra as one of their Suppliers in Australia. The entire team of Fluidra is very cheerful and professional. They are very respectful to their hosts and customers."

"this would have to be one of the worst companies I have ever had to deal with, after 9 months of waiting to be contacted following a recall from the company and only once Consumer Affairs got involved was the faulty component replaced only to find a week later that my heater is not working at all. After ringing to complain and emailing the company I had to follow up with a another call the following day and after being transferred from one department to another was told to ring the after sales department to organise someone to come out after 1 and a half hours on the phone. How this company can be a Platinum Sponsor of the Swimming Pools & Spa Association of Victoria has me beat. I will not be recommending this company to any of my friends as their after service care is NIL and have only given 1 star as it would otherwise not allow me to post"

"As others have stated, ZERO after sales support, massive hold times when calling- usually I give up after 15mins on hold. If anything is to be done under warranty to the pool it takes at least a few weeks for someone to come out to have a look or fix. Our pool pump failed within warranty period, took overall 2months to be repaired and the pool could then be used again, then the "repaired pump" failed a few months later- they would not cover this anymore and when contacted I was directed to consumer affairs. Over complicated products which are unreliable & poor customer support! Do yourself a favor and avoid if you love actually using your pool!"

"Poor service, unhelpful, very expensive spare parts - VERY long wait times on hold, and I've heard from others the same experience. When I did get through, the guy was friendly enough but knew nothing. Stated that because my pool equipment is out of warranty, Astral DO NOT PROVIDE SERVICE. They recommended another service tech. They wouldn't offer me any troubleshooting advice, and if they had, I could easily have purchased the replacement part and fixed myself. Replacement part was outrageously expensive - $850 approx for a simple control panel. This is the third fault we've had with major equipment since we had the pool installed 3 years ago."