We had a very disappointing experience with the Fibreglass Pool Company.
While the initial stages of the project (excavation and shell installation) went smoothly, everything that followed was frustrating and poorly managed. We were not provided with a project manager, or a consistent team member for the remainder of the build and as such had issues with our concrete pour which then resulted in ongoing issues with our tiling including uneven surfaces, and water collection.
Their trades had no consideration for the project or owners - in one instance, they left the fence down on a Friday, around the completely filled pool (at a house with small and young children).
There were repeated delays that pushed the project beyond the contract period. We constantly had to ask for plans for dates for trade visits and these were often rescheduled.
When we raised our concerns to the owners, we were met with dismissive comments - with the owners informing us to take the matter up with QBCC. We were offered no opportunity for dispute resolution, and were subjected to many weeks of emotional upset on our end, while we awaited the QBCC ruling. This ruling was in our favour and demonstrated that our concerns were valid.
At no point in this process did either owners Wes or Amanda, come and view our pool build themselves.
Additionally, any comments that we have made on pool Facebook groups around this company have been deleted or blocked, which raises further concerns to us around how they manage public feedback. They constantly accused us of “nitpicking," but this overlooks the fact that we paid for a premium service, and as consumers, we have every right to expect professional workmanship and respectful communication. We would not recommend this company.
Response from the owner:Hi Caitlin,
Thank you for your feedback. While we’re always open to hearing from our customers—both positive and constructive—we do feel it’s important to clarify a few key points for the sake of transparency.
Firstly, your pool was installed during what was officially recorded as one of the wettest summers on record. Unfortunately, this significantly impacted the availability and scheduling of trades across the industry. Despite these challenges, your pool was still completed within the 60-day contracted timeframe, which is something we’re proud to have achieved under difficult weather conditions.
Regarding your concerns about communication and site management—while we acknowledge that not everything went perfectly, it’s important to note that there was ongoing communication from our team throughout the build, including me talking you through the tiling process on my wedding day. Our manager, who you mentioned, did their best to coordinate the job despite the frequent rain delays and shifting trade schedules. It’s also worth noting that your husband openly expressed to several of our staff that some of the issues being raised were driven by frustration with how he perceived our manager’s tone, rather than the quality of the work itself.
We take site safety seriously, and any trade who leaves a job incomplete—such as fencing not being reinstalled—would be addressed internally. If this occurred, we apologise and acknowledge it should not have happened. We were not informed of this occurring.
As for dispute resolution, when communication broke down, we followed the appropriate industry protocols and advised you to lodge a complaint with QBCC so that an independent third party could review the matter. We respected that process, and the minor ruling on 4 tiles pooling water that was made in your favour was actioned accordingly and immediately.
We understand your disappointment and are genuinely sorry the experience didn’t meet your expectations. However, we stand by the quality of our work and the efforts our team made under extremely challenging weather conditions.
— Amanda & Wes
Owners, The Fibreglass Pool Company
