The initial process started off quite positive. A sales rep attended my home, measured up, answered all my concerns and provided me with a formal quote promptly.

We discussed timeframes for installation, to which I was informed that the time frame due to COVID was pushed out to about Jan/Feb 2022.

A few days later, I attended the show room to look at the pool displays, and was informed by the same sales rep who came to my home that if I was to purchase a larger pool, (at a greater cost), they would be able to meet installation date by Christmas.

I committed to this, and a revised quote, along with a formal contract was sent to me not long after.

I paid the deposit in full, along with the remaining balance of the pool to ensure no delays. I maintained regular contact with the sales rep, of which at all times, i was provided with reassurance, both via text and email that the pool would be installed by Christmas along with being told on multiple occasions that the application has been submitted to council.

I made my own enquires through Plan SA and City of PAE council just to ensure that the information i was being provided by freedom pools, and despite being informed otherwise, both Plan SA and Council confirmed no application had been received.

I followed up with the sales rep, and was informed that there was an issue with Freedom Pools insurance policy, meaning that the application was delayed from being submitted, and was not going to be submitted until the 9th of September. Whilst i expressed my disappointment with not being informed of this earlier, the sales rep did contact me and again provide reassurance that he had spoken with management, and again confirmed that the pool would be installed by Christmas.

On the 12 sept, I made additional enquiries with Plan SA and council, again to be told that thered been no application received.

I contacted freedom pools and requested to speak with the sales rep who had been handling my enquiry, and was told that he was in the office and id be transferred through to him.

After waiting on hold, i was transferred to someone else whom id not ever spoken with or dealt with before. She was aware of my query, and advised that my application had not been submitted through to council, as it had not even been assessed by the CAD drawers.

I expressed my greatest disappointment, reflecting on prior conversations, along with expressing how I couldn't help to have felt as if id been taken advantage of as the entire reason for going with the larger pool (an addition $4,000 in cost) was to meet the Christmas deadline as promised. It was also frustrating to know that the person who had provided this reassurance to me time and time again, didn't even have the decency to contact me and discuss/apologise.

The person over the phone apologised on his behalf, and advised that she would contact me the following day to discuss time frames.

Much to my disappointment, the following day came, and by 4pm, I had still not received any contact regarding this. This took any faith in freedom pools being able to complete this job away, and as such, I contacted and terminated my contract.

To date, I have not had any correspondence from the sales rep apologising, not have i had anyone contact me from management regarding the matter.

What should have been an exciting investment, ended up being a total disappointment.

Freedom pools is not a company I would recommend whatsoever.

PP aftersales service