Customer ReviewsforPure Pool Service

Came out 4 times for a single leak in my pool pump and didn’t fix it once. DO NOT USE THEM.

We came out once and told you that you needed a leak detection company. You’re likely referring to the leak detection company, not us.

If I could give no stars, I would. Similar story to below in terms of connecting with Pure Pool Service through home warranty. Pool/Spa heater non-operable. Once contracted and I advised of the make/model of the heater, I was told that they would order parts and schedule appointment. I was also advised that if I receive any notifications from the home warranty company, to "please ignore it." Now that I ignored the notifications, my case has been closed with the home warranty company, and I can no longer leave reviews/respond to the survey through the home warranty company... I had to reach out and follow up after a week to schedule the appointment. Once the technician finally came out, I was advised that the water heater was working. However another component, not covered by warranty of course, needed to be removed, which was causing restrictions. I paid $200 out of pocket, after the $85 service fee from the home warranty. The water heater still does not work. They are non-responsive to any follow up. And to top it off, their technician turned on a valve which led to a non-op gas line, leading to a swelling gas bubble in the ground underneath my lawn, which has been leaking gas in my backyard. Had to call utility for emergency service who came and identified the source/cause, but had to shut off the gas to my entire home now... Home warranty company wants to send Pure Pool Service back out... No thank you! I'm almost $300 in the hole, the heater still doesn't work, and my backyard was turned into a potential repeat of the San Bruno gas line eruption. Thank you Pure Pool Service.

Hi there, I apologize if you had a poor experience but we discussed this in great detail and your gas leak issue was something we discovered for you— you even thanked us for it. You wanted us to resolve something that we do not work on— you were advised to call a gas leak detection company immediately, because we are not one… we are in fact a pool company. Per our messages, you thanked us. Now you seem to be upset. We told you we would order parts for you during the interim (which we did) while we waited for you to resolve your issue with the gas… we waited and waited, hence why your home warranty rescheduled you once you took care of the leak issue. Then we came out. We even waived the service fee for you the first time. As for the “ignore the notification” — that was regarding the appointment time since you wanted it changed… In any case, I am so glad that we were able to help you by having a sound and knowledgeable technician come out and find the source of the issue and save you from what you referred to as a “potential… San Bruno gas line eruption.” As a homeowner, the responsibility of upkeep of your home is very important. Glad we can keep your household safe— you are very welcome. If you are still experiencing some sort of failure/ issue with your pool equipment, we would be more than happy to help you out— just give us a call or shoot us a text on the main office line. Best, Pure Pool, inc.

My home warrantee company sent my case to Pure Pool. The tech came to the conclusion my pool motor was seized and needed to be repaired / replaced. As I'm on the phone with them talking through options, I was told that I could either get the motor repaired, or use their second option. They started telling me that there is a loophole in the warrantee contract and that they could get me an "upgraded" motor out of the box for $110 out of pocket. Sounds great, I was in for the new motor. I started asking questions, asked for a picture of the motor so I could look it up. They sent me the picture from a secondary phone, texted me from a different phone, then called 4 times in a row to try and push me to buy it and get it installed that day. After speaking to and forwarding the photo to MY pool company, they informed me that my motor was a variable speed motor, and the one Pure Pool was trying to pass off as an "upgrade" was a single speed. They also informed me that what they tried to do is against Federal regulations as it could damage other parts of the system if installed in a variable speed motor pool system. They appeared to have also taken off the red sticker that says "Single Speed" which is also against Federal regulations in an apparent attempt to pass it off as a variable speed motor. If I hadn't done my due diligence, this motor would have been installed on my system and would have caused who knows what damage in the near / distant future. I contacted my warrantee company, made my case against Pure Pool, and have been sent to a new company (thankfully). Do your own research, because this company sure wont! Oh, I've also lodged a formal complaint with my warrantee company against them, in the hopes that this type of bad business doesn't happen to another un-suspecting customer in the future.

Hi ****, We are sorry you had a negative experience with our company— that is certainly not the sort of experience we want our customers to have. I do want to inform you that you have in fact been mislead by your pool company, not by us. By the way, the “secondary phone” is our business phone. Hence why the caller ID appears with the title of our business name. The “loophole” you mentioned isn’t a loophole— please review your contract with your home warranty. “Your” pool company is mistaken. The motor is in fact a variable speed— not single. We don’t take “stickers” off of anything, and we would never violate “Federal regulations.” Your home warranty is well aware of this. Where do you think we get the majority of our parts from? Your home warranty is one of our main suppliers. Although we appreciate you tried your best effort and due diligence in attempting to do your research, please understand that other pool company competitors attempt to mislead you by gaining you as a customer— happens all the time, unfortunately. This is what happened in your case by “your” pool company, not with us. We run a legitimate business hence why we are #1 in serving Southern California for the last 20+ years. I realize your intention wasn’t to make defamatory statements, but this is exactly what this is. If you would like to contact us directly, you may do so. Understand that you were misled and are mistaken, though. In any case, we hope your pool equipment is running smoothly and efficiently! Take care, Pure Pool, inc.

horrible experience. They came out under my home warranty company (AHS). First, they said I needed a new motor, so I paid the $75 deductible with AHS and had it replaced. It did not fix the problem. Then they said the second motor needed to be replaced. So they submitted ANOTHER claim to AHS, I paid the $75 and they replaced it. It did not fix the issue. They said they needed to increase the HP of the motor, sent ANOTHER claim to AHS, I paid another $75 and they said I would have to pay them $100 directly. It did NOT fix the problem and actually caused more of a problem so they had to come back and switch it back out. Somewhere in there they said I had to get a Pentair Intelli system and installed it. They did not submit a claim to AHS and charged me $1,000!!!! I called AHS and AHS advised me not to pay until a claim had been submitted and either paid by them or denied by them. By the way, the problem was still NOT fixed! I hired a local guy for $300 and he fixed the very simple issue. Turns out I did not need any of what they provided and I paid $225 to AHS for this. A YEAR later, I get a call from their collections department on the hundred dollar bill. I had to take pictures and remind them that they took back the higher horsepower motor so I did not do this. Then they came after me for $1050 (not sure how another $50 got tacked on). I reminded them of what AHS said. So they submit the claim to AHS (yes, a year later) which is denied and now are saying they will send me to collections if I don’t pay in CASH by next week. (For a system it turns out I did not need) They say I had a year to pay…which is crap it was on them to file the claim and let me know. AND I was supposed to authorize the work AFTER AMA denied claim, which did not happen. And now I have this woman texting me incessantly that they will take me to small claims court. Long story short, the technicians which they contract with and I’m not really employees were nice. But their service is terrible. Their diagnosis of the problem was nonexistent. I feel totally taken advantage of and will never work with them again.

Hi P****** *****, I don’t think you considered the fact that your very own home warranty records all phone calls. That said, they have your conversations. We all do. I also don’t believe you considered that all correspondence (in writing) is still in our system. That said, every single defamatory statement you have made against my company and staff can so easily be proven otherwise… very easily. You have changed your “story” so many times. Again, it’s a good thing everything is recorded. Do not request services you never intend on paying. To set the record straight (and you already know all of this of course) 1. Your home warranty (you contracted with them— not us) denied your claim 1 year ago. You were offered a bid by my company (the 3rd party) in which you accepted. You are insisting that you were never denied and that you never accepted services. You also claim that they told you not to pay the bill— everything is recorded and no such event occurred. The calls are recorded, Ms. Starr; and, your home warranty is well-aware of your intention to deceit, defame, and outright defraud in an attempt to get out of paying your bill. 2. You cannot claim you did not request the service, ma’am. You did— you were on a recorded line. In addition, if you didn’t request a service, why would you let someone onto your property for hours to repair and install something you didn’t request? You allowed them to do the necessary repairs and installations… otherwise you would have told them to leave since you claim “you didn’t request the service.” 3. Your bill has always been $1,050.00. We did not tack on any additional fees during the pandemic for your late bill because we realize that people are going through hardship during these times— this is something our company chose to do out of compassion. In fact, we even gave you a year to make payments— in which you made none. In fact, we could have tacked on late fees (customary in business) but we did not do such a thing, simply as a courtesy. 4. When we contacted you in August of this year, you had absolutely zero willingness to pay for services rendered. Therefore, the next step was to send it to collections. You are claiming that Sabrina was harassing you. But you neglected to consider that I am able to reach the written correspondence where it is very clear who is being rude and harassing. 5. You and I spoke last week where you requested a payment plan, which once again, I allowed. You made no such payment past the deadline. Instead, you wrote this misleading review. Ma’am, just pay your bills. If you have no intention of paying, that’s called fraud. 6. As for requesting in cash… once again, easily proven by our correspondence. I quote, “we do not accept cash or credit card. We only accept checks and Zelle where we are able to trace the funds.” Do you remember that conversation where Sabrina very clearly told you that we do not accept cash? We have never accepted cash… ever. I can send you the messages if you like, to jog your memory. It is unfortunate that it has come to this. Your home warranty is well aware of your conduct. It is unfortunate when a small business like ourselves have attempted to truly help you on numerous occasions by 1. Giving you plenty of time to pay— 1 year to be exact; 2. Not adding any late fees or penalties during that year in which you defaulted; 3. Giving you an option of making installment plans. And, it is a shame that you have written this extremely defamatory and misleading review in the effort of getting out of a bill… it won’t work. You are still responsible for your bill. Please do not do this to any other business again. At this point, since it has been over 1 year and you have shown absolutely zero willingness to pay, as a company, of course, we are going to proceed with sending you to collections and small claims. What do you expect when you default on a bill and defraud a company?

Hi P****** *****, I don’t think you considered the fact that your very own home warranty records all phone calls. That said, they have your conversations. We all do. I also don’t believe you considered that all correspondence (in writing) is still in our system. That said, every single defamatory statement you have made against my company and staff can so easily be proven otherwise… very easily. You have changed your “story” so many times. Again, it’s a good thing everything is recorded. Do not request services you never intend on paying. To set the record straight (and you already know all of this of course) 1. Your home warranty (you contracted with them— not us) denied your claim 1 year ago. You were offered a bid by my company (the 3rd party) in which you accepted. You are insisting that you were never denied and that you never accepted services. You also claim that they told you not to pay the bill— everything is recorded and no such event occurred. The calls are recorded, Ms. Starr; and, your home warranty is well-aware of your intention to deceit, defame, and outright defraud in an attempt to get out of paying your bill. 2. You cannot claim you did not request the service, ma’am. You did— you were on a recorded line. In addition, if you didn’t request a service, why would you let someone onto your property for hours to repair and install something you didn’t request? You allowed them to do the necessary repairs and installations… otherwise you would have told them to leave since you claim “you didn’t request the service.” 3. Your bill has always been $1,050.00. We did not tack on any additional fees during the pandemic for your late bill because we realize that people are going through hardship during these times— this is something our company chose to do out of compassion. In fact, we even gave you a year to make payments— in which you made none. In fact, we could have tacked on late fees (customary in business) but we did not do such a thing, simply as a courtesy. 4. When we contacted you in August of this year, you had absolutely zero willingness to pay for services rendered. Therefore, the next step was to send it to collections. You are claiming that Sabrina was harassing you. But you neglected to consider that I am able to reach the written correspondence where it is very clear who is being rude and harassing. 5. You and I spoke last week where you requested a payment plan, which once again, I allowed. You made no such payment past the deadline. Instead, you wrote this misleading review. Ma’am, just pay your bills. If you have no intention of paying, that’s called fraud. 6. As for requesting in cash… once again, easily proven by our correspondence. I quote, “we do not accept cash or credit card. We only accept checks and Zelle where we are able to trace the funds.” Do you remember that conversation where Sabrina very clearly told you that we do not accept cash? We have never accepted cash… ever. I can send you the messages if you like, to jog your memory. It is unfortunate that it has come to this. Your home warranty is well aware of your conduct. It is unfortunate when a small business like ourselves have attempted to truly help you on numerous occasions by 1. Giving you plenty of time to pay— 1 year to be exact; 2. Not adding any late fees or penalties during that year in which you defaulted; 3. Giving you an option of making installment plans. And, it is a shame that you have written this extremely defamatory and misleading review in the effort of getting out of a bill… it won’t work. You are still responsible for your bill. Please do not do this to any other business again. At this point, since it has been over 1 year and you have shown absolutely zero willingness to pay, as a company, of course, we are going to proceed with sending you to collections and small claims. What do you expect when you default on a bill and defraud a company?