Complaints

This profile includes complaints for Puryear Custom Pools's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Puryear Custom Pools

  2200 Cantrell Sansom Rd Fort Worth, TX 76131-1606

  
• 

  Puryear Custom Pools

  3309 N Central Expy Ste 330 Plano, TX 75023-6925

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Five years ago, my family entrusted Puryear Pools to construct our dream pool, based largely on their BBB rating. We also invested in the lifetime warranty to ensure peace of mind regarding the pool's finish. However, this so-called lifetime warranty has proven to be anything but reliable. We purchased the lifetime warranty for $7,000.00. Their lack of accountability and unwillingness to honor their commitments have left us with a deteriorating pool and a deeply frustrating experience. Our pool finish has now started peeling for the third time, and the situation has escalated with the pool also beginning to leak. Despite this, Puryear Pools is refusing to uphold their warranty. Instead, they have offered to refund the warranty amount, which we find unacceptable as it leaves us with a defective, leaking pool that we would then have to repair at our own expense.Adding insult to injury, Puryear Pools suggested they could fix the pool, after the warranty refund for an additional $6,300. When this was not an option for us because we don't have $6,300. for a finish that we paid for a lifetime warranty on. Alternatively, they offered to resurface the pool with a plain plaster finish for $1,800.00. However, this is still unacceptable as we initially paid extra for a beautiful blue-colored finish, which enhanced the aesthetics of our pool and again, they required additional money to fix our pool. We are not asking for anything beyond what was promised: a pool with a finish that does not peel and one that does not leak. Puryear Pools refusal to fulfill their obligations has left us feeling betrayed and disheartened. As a family, we saved and sacrificed to afford this pool, and it is devastating to be left in this position.We are reaching out to the BBB in hopes that you can mediate this issue and hold Puryear Pools accountable for their commitments. We appreciate your attention to this matter.

  Business Response

  Date: 12/13/2024

  This customers pool was completed on 05/07/2019. The Aqua Bright Finish was covered under a limited lifetime warranty. This customer did not purchase an additional warranty as stated in this complaint. Also as stated in this complaint, we have offered this customer a full refund for the amount that they paid for the Aqua Bright Finish because this product is no longer available. We are not refusing to uphold any warranty. If this customer is experiencing a pool leak, this would not be caused by the Aqua Bright Product as it is just a cosmetic product. We recommend having a leak detection done to determine the source of the leak. We are sorry to hear that this customer feels like we have betrayed them or not standing behind our warranty as we have offered this client a FULL refund of what they paid for the product. 

  Customer Answer

  Date: 12/27/2024

  Complaint: 22627460
  
  I am rejecting this response because:

  
  The response from Puryear is beyond disappointing!  The Aqua Brite product Puryear sold and applied is in fact under warranty, as evidenced by the fact that their provider ********** has repaired our pool twice already as recently as last year.  
  Puryear is currently engaged in a lawsuit with **********, the company that installed the Aqua Brite finish on our pool, as reported to me by a Puryear employee. The employee told me Puryear could no longer uphold the warranty because  ********** did not operate in ***************** anymore, so they would offer $7,000 to settle. As stated before , $7,000 will not make us whole again, as Puryear charges an additional $6300 to pay for a similar finish to be applied to our pool, for a total of $13,300.  We expect an honest and fair resolution with a lifetime warrantee as promised. Puryear knows that making us whole again is the right thing to do but refuses to do so.
  It is not our fault that Puryear is in a lawsuit with the company they used to build our pool.  Once again, we expect Puryear to fix our pool, at no cost to us.  People dont purchase warranties to only be told they will be refunded the amount of the warranty instead of getting their product fixed, and its absurd that Puryear would suggest they are being fair and doing the right thing by offering us a refund.  We are simply wanting our pool fixed at no cost to us and we expect Puryear to uphold their work because as of now, after owning a Puryear-built pool for 5-1/2 years we have found ourselves with a $58,000 disaster in our backyard.    
  The leak is not our primary concern, and we are certain that if Puryear fixes the finish our leak will be resolved as well.  If not, we will be happy to have a leak detection performed. 
  Bottom line, our pool is still under warranty, and we would like to know what are the next steps to getting our pool fixed at no cost to us?   We are very disappointed in Puryears response, and we reject it.  
  Regards,
  
  ***** ****

• Initial Complaint

  Date:10/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a pool built and was finished the last week of August 2024. I started seeing issues shortly after and reported them to the maintenance, pool builder and warranty team. Below are the issues that I need help resolving.1. Concrete is breaking in several areas on deck, worsens each day 2. Robot has been fixed 3 times, the bag to pool cleaning robot is defective and needs to be replaced. 3. The retaining wall was not sealed properly and is breaking, gets worse by the day. 4. The 5. Irrigation in the front tree is still not repaired and other areas in the back behind retaining wall still an issue. 6. Mastic job was done very poorly, coming up.

  Business Response

  Date: 11/06/2024

  We completed the pool project for this customer on 08/15/2024. On or about 9/16/2024 this customer contacted our office via email with some warranty concerns. The Construction Superintendent responded to this customer on 09/18/2024 and met with Mr. ****** onsite to review reported concerns. This customer has a neighbor uphill from their backyard that is creating a flooding situation of water that has caused issues with another neighbor and a shared fence to lean. Unfortunately, it appears that this has also caused ground movement of this customers pool and deck. Ground movement is not covered by any warranty. We have been in constant contact with this customer and have actually made some cosmetic repairs for them at no charge even though this is not a warranty or workmanship issue. 

  Customer Answer

  Date: 11/15/2024

  Complaint: 22481680
  
  I am rejecting this response because:

  I am rejecting the response provided regarding the drainage issue, as it is incorrect. The drainage problem mentioned pertains to our neighbors property, not ours. The only reason the vendor was aware of it is because, during his visit, our neighbor mistakenly thought he was there to assess the irrigation and requested that he speak with the neighbor behind us.
  The actual cause of the issues I am experiencing is the poor mastic application, which has allowed water to penetrate and cause damage. I am requesting that the mastic be redone for this project, and that the affected areas of concrete also be repaired. These issues are worsening with each passing day.

  
  Please refer to the attached photos, which were taken a few days ago, for further reference.
  

  Thank you for your attention to this matter. I look forward to your prompt resolution of the issue.

   

  
  
  Regards,
  
  ***** ******

  Business Response

  Date: 11/18/2024

  Once again, the issues that this customer is experiencing are not due to faulty workmanship. All related issues are due to ground movement and are not covered under any warranty. Mastic is simply a cosmetic item and the separation that this customer is experiencing is due to the ground movement. The mastic was done properly. 

• Initial Complaint

  Date:09/12/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a custom pool from Puryear Custom Pools and initiated the contract in the Spring/Summer of 2022. The Pool was completed in September of 2023. Since then, I have had numerous issues (some resolved, some unresolved) due to the manager Puryear had on that project. His name was ***. *** left many things incomplete and failed to properly supervise the crew building the pool. These issues were later inherited by another Puryear employee named ****. **** repeatedly left me waiting for months to get these issues resolved while my pool warranty was running out the clock. When we did finally start to make progress on getting these issues resolved, I was told **** abruptly left the company. This again left issues unresolved. I reported that my pool was not properly draining. The service department told me to "just keep an eye on it." They never came out to inspect it nor did they try to diagnose what the issue was. After I emailed and called back, they finally agreed to send some technicians out to look at it. The two techs came out, stated that the contractors installed the drain line too far down from the ground level. It was so far down, in fact, that it was covered with sod. They stated they would have plumbing contractors come out and fix the issue by adding an extension to the drain pipe so it sits at ground level. This was June of 2024. I never heard back from them and no one came out. I followed up in August and never heard back. I followed up again now in September and I was told that Puryear refused to do anything about the issue, stating it was no longer covered under warranty. We're talking a PVC extension to bring the drain pipe to the ground level. That's it. And they refuse to fix this with a $5 piece of PVC. Lovely customer service, guys. You're doing great. ****** refused to look at what was being asked for when I spoke with her today, citing the warranty. You need to fix this.

  Business Response

  Date: 09/13/2024

  Mr. ******* contracted for a new pool on 05/02/2022 and the pool was completed on 9/1/2022. We do not have any notes in our system of items that were not completed or are still outstanding. This customer signed a construction completion letter prior to plaster stating that all items were completed. This customer spoke with our office on 5/14/2024 about concerns that his pool overflow line was draining slowly. They advised that the pool had not ever overflowed but wanted it checked for proper operation. The line was inspected and found to be draining. We did not charge this customer a service call for this visit. This customer's warranty expired on 09/01/2023. It does appear that at some point that the overflow line has went further in the ground as found during inspection. This does not appear to affect the function of the line. This customer called our office on 09/12/2024 and did not want to finish having a conversation about this and hung up on our staff. The manager of the warranty department did reach out to this customer via email on 09/12/2024 to see what we could do to help this customer resolve any issue that they feel like they still have with the overflow line. Once again, it is our stance that the overflow line is functioning properly, and this does not affect the proper operation of this customers pool. The overflow line is a 1" pipe that is gravity fed when the water rises above a certain point in the pool due to rain fall. It appears that it has been functioning properly since this client's pool was completed 2 years ago. We had record rainfalls this year in *********** and this clients pool has not overflowed. 

  Customer Answer

  Date: 09/13/2024

  Complaint: 22275989
  
  I am rejecting this response because:

  This issue is not yet resolved. Despite the BBB response received from the business, a representative from Puryear reached out to me by phone. Once the issue was explained to someone willing to listen to me, it was determined that, according to the Puryear representative, this issue could be resolved by Puryear. Despite the notes in the response, the pool has never drained normally. I had to buy a sump pump to drain the pool prior to Puryear coming out to inspect it. This was relayed to Puryear technicians when they came out. It's apparent that was not included in their notes. The representative from Puryear is scheduled to come to my house on Tuesday, September 17, 2024 to see what can be done to fix the issue. If the issue is fixed, Puryear can respond to this complaint accordingly and I will  accept the business' response and close this complaint, despite them not responding to the all of the issues between *** and **** and the fact that ****** was unwilling to allow me to explain this issue fully before she said repeatedly that this wasn't Puryear's problem. And yes, I did I abruptly end the call due to frustration. It should be apparent why. 

  Despite all of this, I don't think Puryear as a company has unreasonable employees. At least one of them has offered to remedy this issue once he learned what the problem was. This is a minor issue and it should have been done correctly to begin with. Unfortunately, *** was not very attentive to his projects and I'm sure there are other customers that have had issues due to his incompetence. Again, I'm not saying that this is directly Mr. ************************ fault. I realize that's unreasonable. What is reasonable is that this issue be resolved since 1) I am not a pool expert and I have never constructed a pool and 2) You have at least one employee willing to fix the problem, which is a cheap fix with minimal work. If I had known this drain was installed incorrectly, I would have been happy to bring this up at final inspection. I didn't because I don't install drains for a living and had no idea this drain even existed because it was sitting below ground level. It was never shown to me. A different drain was shown to me and *** told me that this different drain was the overflow drain (it wasn't). Again, this is ***** expertise speaking...not mine. 

  Either way, If this is fixed on Tuesday, this complaint will be resolved and dropped. I'd appreciate it if the facts I presented were not called into question as being misleading or false because they aren't. I've been honest and upfront with all of the issues I have presented to Puryear. I felt that was the best course of action since they obviously pride themselves on their business enough to earn $65,000 from me for a pool. I don't think it's unreasonable to expect minimal effort to ensure it's done correctly and I haven't misrepresented anything that I have relayed in person, by phone, via email, or via the Better Business Bureau. 

  Regards,
  
  ***** *******

• Initial Complaint

  Date:08/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We hired puryearpools.com to install a swimming pool. On October 4, 2021, ********* Concrete owner ********************************* driver drove onto our driveway with dump truck full of sand our driveway was too small, he left tire marks in our front yard, and our driveway was not rated to hold the load of that size of a Class B truck.. He cracked our driveway. I want the two section of the driveway repaired in it's entirety. We have the driver on video recorded by our doorbell camera.

  Business Response

  Date: 09/28/2022

  We will be contacting customer to see if we can get something resolved.