Pure Pool Services

I WOULD LOVE TO GIVE THIS NEGATIVE REVIEWS BUT SADLY CANNOT.
Like many other unfortunate homeowners, I was also assigned this company by First American Home Buyers Insurance. I believe the idea is to solve any problems we have, as the home insurance company should be taking care of everything. Simple right? Wrong… I will just say that the entire process with them has been a nightmare. This company never follows their appointments, rather just randomly show up and say the job is done even though the problem persists. The lady that handles appoints, is incapable of making an appointment that works for the homeowner, and instead just sends the guy out whenever we are not home. The guy that was supposed to fix the filter unit and ensure the pump was working correctly but was extremely rude to both me and my wife and complained about the filter being dirty and that he does not clean it. The guy has come out over 5 times and each time just walked into our backyard without our knowledge and leaves without informing us of anything that was done, so that when we get a call later they say he came out and its all fixed, but the problems still occur. The guy also left a bunch of trash in our backyard and our filter now looks like it was built from a scrap yard.
Avoid this company if possible

I needed my pump repaired and this was the company sent out by my home warranty company, AHS. They apparently took it upon themselves to just show up on a random day with no appointment when no one was home and the gate was locked and then tried to bill us for the visit. After fighting with AHS we were refunded our deductible. When they did show up for the appointment, the man was exceptionally rude. He took two steps into my backyard and complained that it smelled like dog urine. Yes, I have dogs and they do urinate in the backyard, where else should they go? He then proceeded to tell me that the pump was ruined by dog urine and therefore voided our warrantee and he could not repair it. Let me point out that one of my dogs is a dachshund mix and would need to stand on a chair to get to the unit. The other dog has had both back knees replaced and cannot lift his leg high enough to get to the unit. So, as soon as this rude man left my property, I called AHS to complain, so they called up Pure Pool to try to sort this out for us and as soon as they mentioned the address, Pure Pool hung up on them and refused to answer when they called back. It is my understanding that AHS will be dropping them as a company due to their rudeness and incompetence. There are a lot of reputable pool companies out there, do NOT use Pure Pool unless you like being verbally abused and lied to.

Let me start out by saying if I could give them negative stars, I would! This company was assigned to me by our home warranty company. I had one run in with them over a year ago and was blown away by a rude text message they sent me. They tried to back pedal and offer me our repair for $ 50 to make up for it. Needless to say, we didn’t accept and went with someone else.
Fast forward to this week. I requested service from my home warranty company and specifically said I did not want this company. I was told there was no other company in our area. I thought maybe our last experience was a one time thing. Well, the technician just left our home and WOW!!! What a «fill in the blank»!!!
The technician told me that my pool man is incompetent and that the filter is broken because of him. He was very rude and just kept saying «I don’t come here to clean up a mess, I come to repair». My yard and equipment is clean, but he said there is mud inside the filter. I said that I understood that, and asked how I can get it cleaned. He kept repeating that he doesn’t clean, he repairs! I asked if there was a number my pool man could call and he got angry. He said it’s your pool man’s fault so he doesn’t need to call us! He then said «Why don’t you have your pool man clean it since it’s his fault!» At this point I had enough of this man yelling at me in my own yard and just said «That’s fine, we are done» and walked away.
I am a very nice person and can’t believe how this man treated me! I never raised my voice or got nasty with him.
I will not be paying him his service fee and will never use this company again. I will also be letting everyone I know to not to let this company come anywhere near their property!!!

I also got stuck with these hacks from my home warranty company, AHS, when my pool pump had a catastrophic leak. I also experienced the lack of communication, not returning my calls or providing proper notice when anyone was going to show up. They did come out quickly, but did a very sloppy repair. When I turned the pump on it was making strange sounds and appeared to be leaking. When I checked it again quite a few hours later, the ground was still wet. I had my regular pool guy come take a look at it and he agreed it was a shoddy repair and obviously worn seals were not replaced. He also noticed that my spa was no longer holding water and it was just fine the day before. I had my guy fix it at significant cost to me, I was not about to let those hacks back on my property. I called in a complaint with AHS, but that lousy company refuses to refund the copay.

Don’t use Pure Pool. They were assigned to us by our home warranty company and violated our property twice after being given explicit instructions not to enter our property without an appointment when someone would be home. On the second time, they left our pool pump in pieces and now who knows when they will be back to fix it. In the mean while, our pool goes without any filtering. Beware of this company and refuse them if they are assigned by your home warranty company.
This is a followup to my previous review above. Bonnie called me back and denied any wrong doing. She told me that Pure Pool was the number one pool service in the country. I asked how she justified that and was told it was a fact. Unilocal was unimportant and people can put anything there. She promised to have someone out to my house today to take care of the pump problem between 9 – 11 am. I called her at 11:10 because, of course, no one had showed up. At about 11:30, her technician showed up. His name is David. He was extremely professional and apologetic for what I was going thru with his boss. He found another problem with the pump and even though he originally said he would have to order a part and come back on Tuesday, he made the decision to replace the entire pump with one that he had on the truck. It is now fixed and is working better than ever. I raised the stars to two, although as a company they probably still deserve one due to leadership. If I could rate David alone, I would give him 5 stars. He is the only redeeming quality of this company. If they lose him, they might as well close up shop. Bonnie needs to do some serious work on customer service. They never answer the telephone and based on another Unilocalers review, they were told by her that she screens calls and only answers calls from people she knows. (Sounds like a great policy for a business, right?) Anyway, use extreme caution when using Pure Pool and use them only if you can get David as the technician.

I had a great experience with Pure Pool Service. I had an issue with my pool heater and contacted my home warranty American Home shield. Bonnie called me the same day to schedule an appointment. Sam came out and diagnosed the problem right away. Sam ordered the part and came out a few days later and repaired the unit. Sam also fixed a separate issue (valve leak) during his visit. Sam is very knowledgeable about pool equipment; he gave me great advice on future maintenance on my Jandy Saltwater system.

I had a horrible experience with Bonnie at Pure Pool (through American Home Shield) a few months ago, so I decided to check Unilocal to see if i was the only one who had the same experience with this rude, volatile, unprofessional woman. Turns out I’m not crazy. I have never dealt with anyone like her in my life. She started yelling at me and talking over me and hung up on me when I asked her to get the service technician out again because the problem with my pool heater was (of course) not fixed. I don’t blame Pure Pool, I blame American Home Shield. They contract the cheapest and most unprofessional companies to scam homeowners. I’m done with them. From now on I will hire independent contractors who are honest and reputable. BEWARE OF BONNIE!

I feel the need to add an opinion. First, let me say that I have First American Home Warranty and I HATE THEM. They suck. They screw over policyholders every way imaginable. And up until now, 95% of the companies they have sent out to my house have been HORRIBLE. That said, I was fearful when I read the reviews below. My experience turned out completely different. Bonnie was very responsive to my calls. The technician came out and fixed one part on our very old, non-​working heater. When that didn’t work, he put in for another part, came back a few days later, and made that repair. The technician explained exactly what he was doing, and explained some of the issues. He even agreed with us that the heater should be replaced by First American… but good luck with that, right? Anyway, it seems to me that the problems people may have experienced with their service is specifically due to First American dictating what Pure Pools can and more often, can not, do.

Worst customer service! The tech was sent out for a pool heater problem via our home warranty company. We have had Sam sent out to us before and he was generally very nice, but today this guy was AWFUL! Dismissive of our issue, he wasn’t willing to wait for the equipment to heat up and said we should have had it on before he got there. (Ummm shouldn’t they have told us that on the phone when we made the appointment?) then basically said he had to go as he had other appointments. When asked if someone else would be coming out he said, «yea but you need to call and set up the appointment.» HUH? Then when I told him that this was poor service, he agreed but then said, I’m not going to argue with you, I gotta go! (There was more but –I don’t care to type it)
Needless to say we immediately called our Home Warranty company to lodge a complaint against them and we also called Bonnie the owner. She told me to do whatever I had to do, and that he didn’t do anything wrong. When I said he wouldn’t even try to reset the appointment with his boss, she said «she was the owner and he can’t do anything,» Umm he’s a representative of you company lady! She agreed and the stated again, he didn’t do anything wrong. Got a bit vicious and said Do whatever you think you need to! Ok, well I did, I lodged a complaint against you with your bread and butter, and called you to let you know you have bad people representing you. Too bad you don’t listen! Judging my the complaints on Unilocal this is an ongoing issue!
Stay away from these people. Bad news and she’s crazy.

This must be the most unprofessional and incompetent company I ever encountered. They came to check out our problem just to come back 6 days later and leave a note stating they ordered the wrong part and to please reschedule another time. ARE THEY KIDDING? You can’t call them. You can only call some lady’s cell phone. Her name is Bonnie. She doesn’t answer or return calls. Now it’s three weeks later & we still have a non-​working pool. They need to be shut down. Home warranty set us up with these morons. I don’t take time to write reviews but they are that bad & more!!!

I call my home warranty to have my pool heater, I talk to Bonnie who is not not very nice over. The guy come once to find to have to order a piece. We reschedule for the following week in the morning. At 11:30 I call talk to Bonnie who say that she schedule for the afternoon, Bonnie hang up on me twice. Very Nice… it’s 4:30 still no one…

I also was contacted and sent to this company by the home insurance company and Bonnie gave me zero customer service and they were inefficient and was left without a pool for a long time. With this kind of service I wouldn’t recommend this company to anybody. As a matter of fact I might not renew my insurance for next year knowing they hire contractors like this. Shame

STAY AWAY FROM THIS NIGHTMARE!
Those of you who gave this business 5 stars are either friends or relatives of Bonnie (The owner of this joke). It takes days for someone to come out. I’m on my second week now, (WAITING) to get my pool motor replaced. Never answers calls. When I asked the service why she didn’t answer the phone, he said, «She only answers if she knows who’s calling!» Ummm? I thought this was s business? She’s obvious playing the system. She seems to get most of her business from the Home Warranty Companies, at their expense. This experience has recently made me consider canceling my policy. If you do contract this company, you do it at your own risk. YOU’VE BEEN WARNED!

I called my home warranty and I contacted Bonnie from Pure Pool. She was very nice and the technician that came told me I needed to clean out my filter which was true.
I paid to clean my filter and they did a good job.
At this time everything is working ok. I found Bonnie to be very accommodating.

Bonnie is incapable of scheduling a simple appointment. I have lost count of the number of times times we have been stood up because Bonnie «forgot» she had scheduled us for a certain a date and time, or because she failed to notice that the rep was running late and couldn’t keep the appointment.
It’s not rocket science, Bonnie! All you have to do is keep track of the average number of appointments you can reasonably keep in a day and schedule accordingly. Plus, perhaps a phone call to let your hapless customers know when there is no point in waiting around any longer would be a nice touch.
Kerri seems equally incompetent. He replaced a control panel for us in the spring. Several months, two attempts at on-​site repairs, about a dozen missed appointments and countless phone calls later, it is still not working correctly.
The only knowledgeable and polite representative we have dealt with is Sam. We have been trying to get him to come back, but no luck so far.
STAY AWAY!

Absolute cheats!!! They told me they would give me an estimate on how much it would cost to fix something that they had JUST installed 3 months ago. In defense the service guy was very nice and said he thought the 1^st person who installed it may not have tightened it properly. I asked how much it would cost and he said nothing and he had already finished. 2 weeks later i had a bill for $ 120!
I called to tell them I had been told there was no charge and I had not been given an estimate, thinking it MUST be a mistake the receptionist starts YELLING at me about how I have to pay for his time. SERIOUSLY $ 120 to tighten a screw that their company had not installed properly in the first place! If she had charged me $ 50 I would have said fine, because we had a misunderstanding and would just have been more careful next time. Hopefully the service guy finds a more honorable company to work for.
NEVER AGAIN, but if you do make sure you know you will be charged $ 120 just for them to show up.

Worst customer service hands down by the rudeness of Bonnie. We were having a problem with our pool circulation and Kerri was sent per the recommendation of First American Warranty and from the reviews First AM should remove them as a contractor. Kerri was supposed to come back as scheduled by Bonnie and she didn’t show I waited for 2 days and Bonnie excuse was she at the doctors office for a broken foot (which had nothing to do with me and the repair of filter) & she wasn’t able to reach Kerri. I explained to Bonnie im sorry about her foot but its her duty to call & let the customer knkw Kerri will or wouldn’t make it out today. Bonnie tried to over talk me but i repeated that Im the customer and i have no idea that her foot is broke or what conversations are taking place in the office, just call the customer back and say Im sorry i have to reschedule. Kerri came back and attempted to fix the problem but the problem wasn’t fixed correctly. I called and spoke to First AM requesting another company & I was told that I would have to pay for another company, I agreed to allow them to complete the job & First AM sent an email explaining my dissatisfaction and immediately Bonnie was calling before I could get off the phone with First AM. Bonnie asked me to explain the problem to another tech he came out Wed & told me the problem and said that he would be back in 1 to 2 days because he didn’t have the parts with him. I called & left a message on Mon 5 – 19 @10am, the tech arrived at 1045 fixed the problem (which he did a great job) Bonnie doesn’t return my call until 1:30 then says yes my guy should be there today I have him scheduled. I said umm he has been here n fixed the problem but I would have been great to know that he was coming Bonnie states that her assistant left a message & I told her no one called me that’s the reason I left a message. I said I just want to let you know that the customer service u provide is lousy and she said a few words & hung up in my face. Bonnie is rude and nasty & pure pool probably gets most of their customers through First AM. A rep called today & I told her that the job was done well but I have nothing else nice to say about the company & I would never ever refer anyone due to the nastiness of Bonnie.
I called First AM & informed them again about Bonnie & to make sure they never refer them again as long as my warranty is valid through them.
It’s sad that Bonnie is a representative of Pure Pool because the guy that came out is good at what he does and knowledgeable. I had to choose a star

Few months ago I called my home warranty company in regard to my spa. I have several issues with it. I received a call from pure pool requesting an appointment. Surely the technician came on time checked everything order some parts and came at a later time to complete the job. In my opinion Sam was very polite and humble. Above all he did a great job. Thank you sam for all your help I will definitely call you again if the need arise.
nabil k

We just hot finished with a remodel. Now that we moved in we have noticed things that don’t work like our pool heater. Very stressful and intimidating for us who are used to an apt. Sam the rep came out and after he resolved out issue he took the time to explain everything to me and how it operated. Also they were very honest and made me comfortable. Fast and friendly from the scheduling to the end. Thanks!

Wow, this is perhaps the worst company I have used in years. First American Home Warranty contracted them to fix my above ground jacuzzi. What a nightmare! First, Bonnie, the receptionist is extremely rude and will bold face lie to you. In a nut shell. They performed a repair which didn’t address the problem. They had to come back again, this time they said the main electronic board needs to be replaced. They supposedly ordered parts, came to do the repair… they ripped out all of the old electronics and topside control and placed a cheap, generic control. They said original parts couldn’t be found which is an outright lie. The new control doesn’t fit the spa and does not provide the same features that were there before. They left sticky glue all over the top of the spa after ripping off the old control panel and said that it wasn’t their responsibility to clean it off. Additionally, the way they installed it, causes water to leak through the spa into the mother board. Bonnie would yell at me telling me that it was an equivalent panel and that everything works well. When I inspected it further, I found that they hid the wires to the ozonator under some spa equipment making it look like it was hooked up correctly, however it wasn’t hooked up at all. This is straight fraud!!! They took the old equipment which has made everything that much more difficult to repair and rebuild. I have spent hours on the phone with First American and Pure Pools. This simple $ 400 job is not costing more than $ 1500 and taking months to hopefully complete. They came back to my house, without my knowledge and hooked up the ozonator! I found it correctly hooked up a few days after the phone call. Long story short. 6 months later I am still dealing with First American trying to get them to correct the mess that Pure Pools made! DO NOT TRUST THEM!!! THEY MADE EVERYTHING WORSE. THEY ARE DISHONEST, THEY LIE AND TRESPASS!!! BEWARE!!!
I posted some pictures of their work. They are of the blue color spa with redwood trim.