0 stars is what this incompetent operation deserves. Had the switch replaced by a honest professional pool contractor. Wish Pure Pool the worst . .. hope they close up shop and spare others their dishonesty ... read more

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. read more

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. Yelp 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 yelpers 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. read more

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!!! read more

Bonnie is the worst! Horrible customer service and her Tech, David is rude, dishonest and not clear in his analysis. Tells us to clean our filters out and he will come back to replace the drive for our pump. Our insurance warranty company calls us to let us know our claim has been denied and they are not replacing our heater as it was a pre-existing condition. The tech didn't even mention looking at our heater just told us to clean our filter and he would be back the next day to replace the drive for our pump. He never even mentioned this to our insurance company; just let them know he thought the heater was a pre-existing issue and denied our entire claim even though he told us the pump would be covered. read more

I also have joined the group I hate Pure Pools!! First American home warranty sent them to a residence. Bonnie is rude screaming on the phone.Tech came and left 5 minutes. It was so obvious they did not want the job.They told me they ordered parts 6 days later and the pool nice and green the Home warranty told me claim was denied unusual wear and tear. ON A POOL PUMP??????They then one week later started texting my phone they need pics and they could reverse the denial .thank God someone at the home warranty helped me. This company is horrid!!!!! read more

THE WORST!! Unfortunately I was also sent Pure Pool service from American Home Shield. Bonnie is the rudest person I have ever encountered. She hangs up on you when she doesn't know what to say. Schedules times and Sam doesn't show up. Had a similar experience to one of the other reviewers - wrong thing changed, wrong thing diagnosed and blamed the whole problem on a dirty filter. That was NOT the issue and they replaced an electrical box that didn't need replacing. Clearly the only reason these people are in business is because of American Home Shield - what a scam! read more

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! read more

Completely dirty and rude people the job I had them out for was to replace my filter and as they completed the job, they left a huge mess in my yard and had no respected for my property, I would never allow them on my property again, Stay away! read more

Stay far far away!! Our home warranty sent these people to our house. I am about to cancel our warranty services just because they are affiliated with Pure Pool Services. First American Warranty really needs to do a better job selecting who they work with. Bonnie has zero customer service skills and they are all cons! read more

Great service. They were very quick to respond and went above and beyond to fix my heater. I will definitely use them again.

This company has done an exceptional job. Quick service, friendly people, and very fair prices. Sam definitely knows what he's doing. We had issues with our heater and pump, and we literally had 2 other company's come out to service us, through our home warranty, and none of them knew what they were doing. Finally, and thankfully, Pure Pool came out and it didn't even take Sam 5 minute to assess the problem. Thanks again! We will definitely be using you in the future and will keep referring you to everyone we know. read more

Ignore the nasty reviews! Don't take it out on them just because your home warranty doesn't cover what's broken. I was skeptical when initially assigned to them but I couldn't have been more pleased. From the person who picks up the calls (believe her name is Destiny) to the owner, Bonnie, they are fast, no BS and will go out of their way to help their customers. The first time I engaged them, I had an "emergency" when the spa heater stopped working right before my daughter's birthday pool party. Bonnie had her tech come out immediately and with the parts to fix it on the spot. They called the next day to make sure it was working. When I had issues another time, I called and she walked me through how to resolve it (my own stupidity at not knowing certain things). Then a couple weeks ago, we had new issues and again, Bonnie sent the tech immediately. I cannot recommend them enough. This company isn't about $$, it really is all for their customers. read more

the service was great; they are on top of the issue; very communicative and timely with the appointment; the technician was also great, respectful and courteous. read more

My pool stopped filtering so I submitted an on-line service request with my home warranty on a Monday night. I received an immediate email confirmation that my request had been assigned to Pure Pool Services. Within an hour, I received another email from Pure Pool stating I had an appointment for Wed. morning. The next morning I received a phone call from Bonnie confirming my appointment for Wed., but said that it was supposed to rain so the technician may not be able to make the appointment. Sure enough, it rained from Tue-Thur but on Friday morning, I received a call from Bonnie telling me she would have the technician out that day. By noon, the technician arrived and diagnosed the problem as being a bad pump motor. That afternoon, I received a call from Bonnie saying she would order the pump and let me know on Monday. Monday afternoon the technician arrived and installed the new pump to my surprise. Bonnie called that night at 7:30 pm to ensure the work was completed to my satisfaction, which it was. The best and most expedient service I have received from my warranty service. Thank you Bonnie and Pure Pool. read more

This is a shady business. They are not reliable, they don't answer their phones. They were at my house 2 times in 1 week and my pool pump is still not working. I attempted to call no answer. Thank goodness I haven't paid them a dime and I reported them to American Home Shield warranty company so they are being added to their DO Not Use List read more

Initially, I was told that a technician would be at my house on Tuesday between 11:00 and 2:00. Great! Monday morning I was told a technician would be there Monday between 11:00. Again, Great! At 5:30 that evening, I got a call that the technician was there and couldn't get in the back because there was a lock on the door. True. My wife put the lock on because she figured no one was coming. So, the lady then demands that I have someone there within 10 mins to let the guy in. Whoa. Don't demand anything from me when you're 3.5 hours late. The guy spent 10-15 mins, turned on the equipment, and doesn't even put the vacuum in the water. The problem can only be recreated with the vacuum in the water. So, he doesn't have a clue what's happening. Then he tells my wife what needs to be done and leaves. So, Tuesday morning I called to get this resolved. I talked to the owner (who is just extremely rude) she says she will call me back when she talks to the technician. She calls me back (bonus) and tells me what the technician did. Yes, I know. I go through the issues with her and she says "You might have a problem with your skimmer." Yep. That's what I'm saying. So, then I get a call from her assistant. I go through the same thing with her... She tells me what the technician did, yes, I know. What he said to do, is the reason I called in the first place. She says "It definitely sounds like you have a pressure problem. I'll note this and pass it on to my boss." So, nothing. IT STILL DOESN'T WORK!!! So, my issues are left unresolved. I will NEVER use these guys again! read more

Don't hire this company for anything. They break your other pool equipments and refuse to repair them, so, they can charge you more. This is my first review on yelp. But I had to warn other people about this company. Jorge came to my home from my home warranty with an issue with pump motor. He didn't check capacitor or any other parts. He only opened my remote electric panel and touched wires inside and told me that I need another motor. Probably they fix it themselves and sell it for more as refurbished for more, instead of getting paid lower for just simple repairs. (I informed home warranty that I appropriate diagnosis was not done. I was also given incorrect pricing for LADWP variable speed pump for over $1500 which other companies charge only $200 because of $100 rebate- which I don't qualify because I only have a spa and a remote (variable pump can't be paired with remote. I requested a different company and Jermie from home warranty refused.) Pure pools informed home warranty that my pool pump was replace and ok for them to close the case ( this is before I called them to inform them if I want a new or refurbished one, so no work is done)! Of course, I called home warranty to re-open case. I made appointment with Bonnie, no one called to cancel and no one showed up either until after I called both pure pools and home warranty. They never made it that day. But Bonnie from pure pools called to make an appointment to come any other day, stressing that, I didn't need to be home. I explained to her that I had a remote and need to make sure pump is working with remote. She said. Good thing I told her because she needs to schedule a tech who is familiar with remotes. I guess, Jorge never even turned in any info about it. On the appointments day, Bonnie called prior to tech coming and asked me to show him them remote. A new person, Thomas, came and installed a refurbished motor. I informed him that Bonnie wants me to show you my remote. He wasn't interested. He was heavy set-guy and stepped all over other pumps and wires to get cross. As a result, he damaged the remote cable that is for pool heater temp sensor (so, he said). He refused to fix it. He will only fix it if I install a new or refurbished pool heater!!! (So, he agreed that he damaged it but he will only fix it if he got paid more for it)!! The pump he installed is no working with my remote. When I asked him to fixed it, he said Jorge touched cables not him and his order was only to install the motor even though they are the same company and Bonnie and him knew that I had a remote) I have informed both home warranty rep (Jermie) and Bonnie in the office and Thomas is also aware. Now Bonnie has told home warranty that I requested, Jorge to touch my remote electric panel. What lies!!! I guess, I have to tape every contractor who comes to my property to do work so I have concrete proof. Iied about fixing the pool pump way before it was fixed. Ps- I opened a case with home warranty beginning Feb and installation happen beginning March. read more

I have had their repair man out to my place 3 times in the past year. Every time is worse than the next, he has a bad attitude, he leaves a mess and his workmanship is terrible. He even replaced the wrong pool pump because he didn't check. Their most recent issue is that they replaced our sweeper pump because the previous one they installed burnt out in 5 months, now the new one that was put in yesterday squeals and does not even power the sweeper... they are the worst of the worst... read more

I used Pure Pool through my home warranty company to make a simple repair to my Jacuzzi. It has taken them 3 months to complete it! I have to keep calling asking when are you coming back then they keep flaking. Bonnie calls from a cell phone they don't even have an office line and has terrible reception so half the time you can't even get through to them. Then her husband wants to argue with you because she's rude. She was shouting at me before I let her have it! Terrible customer service the WORST! Do not think twice about finding a different company read more

Went above and beyond to assist in my pool repair- excellent service

This Pool company is not a repair company, not sure why Home Shield insurance have them on their list. David showed up guessing about what the problem is and he was not professional in his diagnosis. When I called Bonnie for him to call me back after the pool timer kicked in and nothing was working. All I got is excuses that he is in the pool now and he can not use his phone, hours later nothing happened, and more of the same. read more

Horrible customer service. Bonnie is extremely rude and began yelling at me when I questioned when my appointment time was. I told her I received an email confirmation of a time for Monday and she began raising her voice at me telling me to ignore the email and go by what she told me over the phone a week ago. I don't know how many of you people are busy and remember a conversation from a week ago without a confirmation. I asked her why she was raising her voice and yelling at me. She then had the audacity to hang up on me. I am calling AHS to report this company so they are removed them as one of their repair vendors. read more

***Buyer Beware*** Horrible customer service. DO NOT USE this company. I was assigned by crappy home warranty and they were just as bad. There are plenty of other pool repair companies out there, do yourself a favor and go somewhere else. read more

Pure Pool has been doing an excellent job on our Pool. Every week the pool is cleaned extremely well. We have a salt cell and a Jandy system. They service our equipment when we have a problem. Bonnie is very responsive. They come quickly, sometimes the same day, diagnose and fix. read more

Recent home warranty service. Repair not covered because the fault was not correctly described to the warranty company. Poor communication on when they planned to show up and what they did. Technician rude and dismissive to my wife. Reading the reviews, there is clearly a trend. read more

Stay away from these people....Bonnie is absolutely insane.....I had problems with them before, and when I switched to First American, I specifically asked that they never assign this Company because of her. I called today and they accidentally assigned them...when she called and I politely said "sorry, they called in the wrong Company", she said "f... you' and hung up. Unbelievable. Stay away! read more

Stay far away. Far, far away from this company. SCAM artists! Sent from First American, who I am also losing faith with, they say they fix the problem but don't. Then when you call back they say open a new claim, which gets them another $75 from First American. The problem never gets fixed! Do not let them near your pool! Bonnie, who answers the phone will just yell at you and not let you talk if you even hint that there's a problem! She actually hung up on me today. Horrible customer service! read more

I wish I could leave zero stars. Had this company come out a couple of times bc they are contracted with my home warranty. 1st time the guy was extremely rude and unprofessional. 2nd time I had them come out bc I was concerned about the pool water level going down. The guy told me to do the bucket test and left. Later that day at 9pm I get a text from Bonnie telling me I had a leak in my pool. How can she know this without doing any sort of testing? She proceeds to tell me she meant to text another customer. They're either very disorganized or were trying go scam me. Either way dont use this company. read more

Worse customer service ever! We have a claim thru American Home Shield to repair our pool heater. The first technician misdiagnosed our heater issue and insurance company denied our claim. After several phone calls (and over 6 weeks later), the insurance company told us they would replace the heater and that Pure Pool would call to schedule the appointment. 10 days later, Pure Pool finally called scheduled the appointment but they said they were going to repair not replace the heater. We schedule the appt for Wed, Sept 25th at 4:00 pm. 15 minutes prior to appt time, they called to cancel saying they part had not arrived (they didn't know this little bit of info that morning?) We rescheduled for the following Monday at 12:00. Again, just before scheduled arrival time, I got a call that the part had still not arrived. They wanted to reschedule for the following Thursday. At that time, I told them to call me once the part arrived and we would schedule the appt. Then, on Thursday I get a ring notification that someone is at my front door. Guess who - Pure Pool coming to repair my pool. I called and asked why they were there since we were waiting for the call that the part had arrived and had not scheduled the appointment. They said it was a misunderstanding and we rescheduled for the following Monday (Oct. 7th at 12:00). I get a call at 11:45 telling me that they need to reschedule because they are still waiting for the part to arrive from supplier. Seriously!!! What were they going to do last Thursday is they didn't even have the parts for the repair? Here it is almost 7 weeks later and we still do not have a working heater. read more

Used Pure Pool through my home warranty and they had us back up and running in 12 hours... most importantly in time for our child's swim party! First visit was early morning as we requested a rush and they came back about 4 hours later with the parts needed for the heater. Appreciate the quick response and effort! Thx Bonnie! read more

The company is horrible to work with. The lady that answers the phone is very rude, if she even answers at all. She yelled at me even after I took several pictures and sent them to her. She asked for the a picture of the serial number and model number that was sent to her three days prior. Once I sent it again she says oh so now you send the right information. I complained to first American home warranty, and they did nothing about. If your home warranty company sends them out please decline. read more

Worst Customer Service Ever!!!!!!! Stay away from this horrible company. Rude beyond comprehension The home warranty hires them to replace my heater a year ago, they installed it incorrectly voiding the warranty with Pentair. They hang up on me every time I call to try to get them to fix it. they wont even send me proof of the install, so I could go to someone else to fix it. They also told the home warranty that they would not fix it under warranty. read more

Run, do not walk, away from Pure Pool! Should be ZERO stars! I was dramatically overcharged and the information was misrepresented to my warranty company so it wouldn't be covered and they could charge more, then the initial problem was not fixed! If you have the home warranty, ask for Pure Pool instead. read more

This is the condensed and calm version of what went down... American Home Warranty assigned Pure Pools to us. I was very reluctant to have them come because of the terrible Yelp ratings. But upon meeting the repair guy David, he seemed very friendly, even cool. However, within a few minutes, he said nothing was wrong with the pool, told my husband how stupid he was, said "this is why I hate dealing with people who don't know what they're talking about," and literally YELLED at him! They almost got into a fist fight! After he continued to talk down to my husband and give his erroneous version of what was happening, my husband explained to him what the actual pool problem was - even though he is no repair man. If you do not know exactly what is wrong with your pool so that you can explain it to these guys, and if you hope to be treated with courtesy, do not use Pure Pools. read more

I'm with the last reviewer: for all those who gave them 1 star, it's probably due to expectations which maybe not part of what their contracts with American Home Shield have. So don't blame Pure Pool, it's your contract. Based on reading earlier reviews, I almost cancelled on them when AHS assigned them to me when I had an issue with my spa heater but I'm really glad I didn't. The person who picked up the phone was very pleasant, asked me for specific details about the issue (which I was very happy to provide) and got me scheduled. I also spoke to the owner and explained that I had my daughter's birthday party later that week and really needed the issue with my spa resolved. When the service technician arrived, the owner had made sure he had the replacement part (based on the issue I described) so that he could fix it right away. This was a first for me because typically, someone comes, makes a diagnosis, checks with AHS, comes back a different day with the right part and fixes it. They fixed it in 15 minutes and told me what exactly it was. The next day, I received a call to ask how things were and if everything was working well. A week later, we had a different issue and I called Pure Pool and spoke to the owner. She was AMAZING! She said it was not necessary to call for a service tech to come but that she would walk me through some troubleshooting while on the phone to see if that helped first. AND IT DID! I have nothing but great experiences and outcomes from Pure Pool so please do not hesitate to use them if you want real, no nonsense solutions to your pools and spas. read more

Assigned to fix my pump by AHS home warranty. Very experienced technicians from pure pool especially Sam, did a fantastic job, answered all my questions, explains in details the root cause of the problem, how they will fix it! They were available to answer questions, accommodate my requests. read more

G S. Marlene D. Sophie M. DO NOT USE: All you guys are so correct on what you say about this Company Pure Pool Service INC. I have had nothing but problems with the Lady that always answers the phone she is SO rude-mean-and hung up on me while speaking to her on the phone. Be very careful when they are trying to fix your pool, they will make it sound that because of your negligent s making it sound that it was your fault the problem happen, and tell the Insurance Company, so when the Insurance Company calls you the cost is going to be out of your pocket... Be very careful dealing with this Company, its all true what the previous Costumers are saying. I would not even rate them that's how bad they are................ read more

This is the worst company.. ever. Bonnie from pure pools is the most horrible person I have ever dealt with.. they ruined our filter system and lied about servicing it, they didn't clean it for a year and charged us for maintenance, now it's broken and when I called to ask them to fix it they hung up on me three times and told me they don't care about our business. This is a lying and cheating company that should be shut down immediately. Don't ever use them .. your pool won't be safe. read more

Please stay away from this company!they charge you for things that you don't need. The owners are very rude and not caring of your swimming pool needs! When they schedule a appointment they have come late or don't come at all with out calling ! There are plenty more swimming pool services out there! Try them instead ! read more