AstralPool Australia Reviews 21

A most difficult Company to deal with. They don't even answer phone calls. Purchased a CA filter, after 6 years had to replace the bowl 4 times as kept breaking down with glass filter media entering and ruining pump (had to replace) with spiggots dislodging and bowl leaking. They brag about their warranty- just try to lodge a claim. In my opinion/experience their product is rubbish and I would never use them again so be wary of them.

Bought and had installed by local pool shop company an Astral C340 filter and multiport valve to replace my old Hayward after 20 years of service - Valve is leaking out top of seal, a fault of the valve - not the fitting, so thought they would honour as a good faith repair fixing this, as yes, 2.5 yrs old - nope - Warranty is 12 months! - Why bother even having one! - Honestly! - Two long polite emails explaining situation and a phone call only to be told sorry - No - 12 months! - This company does not stand behind their products - Had I known I would have paid more for someone else's product - Don't touch this group with a barge pole

My FLUIDRA Organised warranty work for I had a VX 7T - CHLORINATOR with a three year warranty. Chlorinator was under three years and Pool kept going green and was not producing any chlorine. It was fixed apparently by Gold Coast chlorinators. After I received it back, the pool went green straight away again and did not produce any chlorine, hence had not been fixed at all. I went back to My FLUIDRA, who would not accept that it had not been rectified, and would not accept responsibility as i had an after market tested and approved to standard. It was not the underlying cause of the fault. Therefore I would not get my money back, as the repairer would say there was nothing wrong with the chlorinator. I know this because I took it back to Gold Coast chlorinators to see for myself and they told me there was nothing wrong with the chlorinator. I then purchased a new chlorinator and cell, and it worked perfectly - producing chlorine and not going green at all. To purchase a new chlorinator due to unsatisfactory service from My FLUIDRA, they wanted to charge me to get the chlorinator and cell looked at again as they believed it was repaired sufficiently. My FLUIDRA staff were rude and argumentative, and had said that they had not received emails that I had sent to them. When I produced screenshot emails and photographs, i emailed them to prove to the contrary.

Its a good system when its new after you paid $1638 and only lasts for 3years for their salt chlorinators and they stopped the work. It's not good service and products at all. That's why they only do 2y warranty as they know their products will fail work in 3rd year.

Chose an Astral Pool UV Sanitiser for my new small therapeutic pool 2 1/2 yrs ago as 2ndry sanitiser (to run with the salt chlorinator so I could use less chlorine), approx cost $3K. The globes now need replacing and there began the unsolvable highly stressful drama of many weeks.
Spoke to Astral (now owned by Fluidra), got part number, ordered through pool shop. 2 globes at $100 each arrived, totally wrong size. They insist repeatedly it is right part, I had a professional try to install them, obviously not going to fit as 6mm too wide in diameter for my Astral UV Sanitiser tube where globe goes.
I provided approx 10 photos as requested, each showing every aspect of my obviously Astral system & the globes (old & new) so obviously different side by side.
Clearly 3 yrs ago they made it differently for some unknown & not recorded reason. The globes last 9000 hrs & here I am at replacement time completely failed by Astral/Fluidra.
Weeks of contact with them, weeks of emails and still all they can manage is it is the right part & the only part we have for it.
I am shocked and appalled at their attitude for an expensive piece of pool equipment.
I have done approx 50 hrs of research trying to find the right globe as they then provided with my system.
My therapeutic pool for my serious spinal injuries now not swimmable until I buy another alternative $3000 2ndry sanitiser. Totally unacceptable for a $3000 equipment to be dead for lack of bulbs available. I will never buy an Astral/Fluidra brand product again and will never understand such an attitude from an Australian business

Buyers beware.
This company does not honor warranties, even worse they lie to blame it on you then stop communicating. Their Products are made with very poor-quality standards. Read through their reviews they are despicable and dishonest, consistently.
My Spa Heater lasted 11 months.
They should be banned from trading in Australia.
Do not buy their products if you expect any after sales service.

While they’ve had some issues, they are definitely improving. Hopefully it continues. I spend a lot with them!

Would give MINUS 5 stars if possible!
We've had nothing but trouble with all pieces of our Astral equipment since installation - we've replaced every part, some twice, over the past 9 years. We're currently staring down the barrel of spending another $1K on repairs/replacement of parts. Astral themselves want nothing to do with customers post-sale, you have to deal with Fluidra who are equally as awful to deal with. If we had the money, we would replace our entire system with a different brand.

Fluidra Warranty is Abysmal
I have been waiting for nearly 4 weeks for a Zodiac pool cleaner to be repaired under warranty. I have tried to be accommodating and even took the unit to the local Zodiac dealer rather than have a technician come out to assess and repair it. The part required has a 1 - 4 week wait on delivery as its "out of stock". That means there are a lot of warramty claims or they just do not carry adequate stock. Service is abysmal so I would NEVER buy a Zodiac cleaner again.

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.

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.

Product doesn’t work
Every excuse under the Sun

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.

Absolutely hopeless company
They have a gas heater re call and now they are in hiding
Fraudulent company
Stay away and save your money

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?

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!

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!!!

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!

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.