Swimart - Castle Hill Avis 189

I was a loyal customer of Swimart Castle Hill for past 5 years, however am appalled at new store management attitude and lack of accountability and customer service. Store Manager happy to collect your cash then takes no accountability with customer satisfaction or product claims they have made when selling. This is disappointing as their staff in store were quite helpful and I had years of great service until the change in management.

After taking my Dolphin s300i for service I was recommended to send it off to Maytronics to inspect by their helpful staff. I was informed there was an issue that would cost $1500 to repair and was recommended to replace with equivalent and newer Hydro Plus model for $2500 instead. Upon purchasing & receiving the Hydro Plus (no model in store to inspect), I learned there is no functional control (only on/off), no fine filter inner basket, and no ability for user to control where to direct the robot to clean. Immediately I requested my old Dolphin s300i back but I was told this was disposed of, which I never approved. Regardless I attempted multiple cleans over a 7 day period and discovered the Hydro Plus highly ineffective. Not only was there leaf debris at the bottom but there were clear areas of the floors, walls and waterlines that had never been touched. In addition, the robot would frequently spin mid-water, lose grip on the walls and go off in random directions.

Upon escalation first to Swimart, I was requested to bring the robot in for inspection. I tried to remove and clean the basket however the flimsy plastic latch was jammed and I didn't want to force and break it, but was asked to leave it in the store for inspection. After a week I called again and was informed as I had already used it, it was working fine in their view and I needed to keep the model I had purchased. I located the Store Manager's details and strongly escalated my concerns relating to lack of performance vs prior Dolphin model and strongly requested escalation to Maytronics for review. This time he listened, ran some tests and confirmed that Hydro Plus was misguided, spinning mid-water and potentially an electronic issue so he was going to raise with Maytronics.

After another month of no pool cleaner, I was informed a plumber would come out to install the new Robot at 7am. Despite rearranging my day, 3 text msgs and multiple phone calls to store confirming he was on his way, he finally arrived more than 6 hours later. By this stage I had given up but found another time when I could next rearrange to accommodate. This time the plumber arrived with what looked like the original Hydro Plus. The plumber was unable to explain what the issue was, what had been repaired (if any) but put it in my pool and said it is doing the best job this model can do. Upon challenge of the lack of cleaning for floors, walls and waterline, he insulted the choice of plants around the pool, blamed the shape of the pool (inc steps) and explained I must have 'got lucky' with my older Dolphin s300i model for possible reasons this model was ineffective.

Regardless I attempted to clean the pool with the returned Hydro Plus multiple times over the next week and same issue: Unable to effectively clean the floor, walls and waterline despite the product claims and recommendation by staff. I called Maytronics to get advice and they requested I take it back to address at the Swimart store where I purchased, as this is the process for all retail consumer contracts. Undeterred I again escalated to Store Manager to request refund for this ineffective model and was appalled at his response. The Store Manager told me: I was not to bring the product back as Swimart would 'throw it in the bin and there would be no record' His Swimart store would only refund me if he was refunded from Maytronics first. In his view the robot is fine, my money is gone and I'm stuck with the robot 'case closed'

It is now 5 months without an effective pool robot, my issue remains unresolved and I am $2.5k out of pocket. I strongly recommend all potential Swimart Castle Hill customers to take your business elsewhere.

Prompt water analysis, helpful advice, options explained and cost effective solutions explored are the hallmarks of the staff at Castle Hill Swimart.

Always excellent customer service and advice.

I have been going to Tony and the team at Swimmart now for over 20 years and during that time I have received consistent exceptional service and attention towards the on going issues that pool ownership can sometimes throw at you you. I highly recommend the team at Swimmart if you are considering entrusting the ongoing care and maintenance of your best asset in-your back yard as you won’t be disappointed.

Great service. Staffed by people with specialist knowledge. Reliable.

Always friendly and helpful. Never feel like you are being pushed to buy. Excellent advice. Will always get my pool supplies here.

Good,quick, efficient service always. Even during Covid, No difference!
Keep up the good work and enjoy the benefit of it.
Joe

The staff at Swimart are always helpful and knowledgeable and looking for ways to assist their customers. Service is usually pretty swift, even when busy. Very happy with their product line and service.

Brad is a highly experienced pool and spa technician who guided and assisted me with the startup of my spa. I didn't have a clue what to do and he provided many tips and tricks on spa maintenance and had all the tools and chemicals at had to do the job.
Thanks again Brad!

Always friendly service with easy process

Good services, good products, I can not ask anymore than this. Thanks for the good work. Keep it up.

Great service and pleasant maintenance person. Would recommend this franchisee for future work.

Service agent was curtious and very helpful. resolved our problem while present. Gave me additional help and advice while on site. thankyou

Great service - quick and fairly priced. Will return.

Thanks for running my pool with new equipment. Anthony, specifically provided professional service with plumbing. He patiently answered my questions and trained me how to use pool equipment effectively.
I appreciate your help, Swimart Castle Hill.

We have been using Swimart at our new home in North Kellyville for over a year and have always found them to be reliable, super efficient and great at communicating any concerns with our pool and/or their attendance at the agreed appointment time.

Highly recommended.

Process was quick and easy, could not want for more.
Graham

Even working under the current COVID restrictions the staff are still helpful and cheery.