Sorry Sam Y! You didn't investigate thoroughly enough! The service request was for a problem with the pump, not the filter. Your technician said that it was the filter that was the problem, which was a clear misdiagnosis. That's why he came back the second time to discover that it was the timer which turned on the pump that was at fault. This should have been discovered in the first visit, which means that there should have been only one fee! I shouldn't pay double for your technician's incompetence. If he would have come while I was at the house, I could have explained the problem to him. His coming while I was not home was part of the problem. Please correct your records & reverse the fee! Thank you! read more

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. read more

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 read more

I had a horrible experience with Bonnie at Pure Pool (through American Home Shield) a few months ago, so I decided to check Yelp 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! read more

AHS sent this company out to repair our pool filter. They were rude, incompetent, unknowledgeable and extremely unprofessional. Repaired our filter with used parts. Had to return because they left it leaking. Insisted our pool man was to blame for not cleaning the filter because of the necessary diatomaceous earth that is found in this filter which is necessary for it to function. It took them almost 3 weeks to complete the job. Don't use them unless you have to because of your AHS warranty. read more

They came and to repair the problem on my pool heater and ordered a part. When they installed the the part they were able to see another problem and ordered the new part and repaired very timely. They from American Home Shield. read more

Avoid!!! Stay away from this company. By far, one of the worst experiences with a company. Bonnie is rude, clueless about pool operations, short tempered, screams, yells and does not listen. They replaced my pool filter and did not install DE after it was mechanically installed and left multiple spare parts inside of the filter. The filter needed to be taken apart and cleaned within 2 months because of them. The heater stopped working because they improperly installed the filter. She refused to believe my story and immediately became defensive and rude. This company is horrible. Avoid them at all costs. read more

My wife and I recently moved into a new house. We were so excited about the fact that it had a spa. Turns out the spa was leaking. Our home warranty company set us up with Sam at Pure Pool Services. All I can say is...this guy is amazing at what he does. The leak was coming from a bad connector. Sam was able to easily remove the bad connector and replace it with a new one. For weeks I had a small but noticeable puddle of water sitting at bottom back side of the spa. This morning when I woke up, for the first time...it was 100% dry and there was no leaking! Sam did a fantastic job and also gave me some tips about how to care for my spa with out spending a whole lot of money. He's also an incredibly nice guy and was very enjoyable to work with. Sam is now our go to guy for fixing our spa! read more

Honestly, I was super nervous when AHS appointed this company to service my pool filter (after reading all of these reviews). HOWEVER...I received A+ service from the beginning! The office staff I spoke to were always pleasant and the technician was knowledgeable, professional, and gave me great tips on servicing my pool. I am very happy with this company overall, and I would definitely recommend them! read more

My pool contractor told me that my pool pump was not working properly. I told them that I had a home warranty policy and that it should be covered. Upon arrival of pure pools I was told the diagnosis was incorrect. They tried to up sell me. After a third opinion I found my pool contractor to be correct. The customer service is terrible! After talking with my neighbors I found this to be common. I would not recommend them to anyone... If I could give zero stars I would! read more

Just amazing how greed can lead you to such a bad service. I had to open up a Yelp account just so I can share with everyone else and hopefully this company will understand that in America if you give a good customer service and work with your customers, and not only try to milk them for $, then maybe you will do better. Or the flip side, they will be able to join all those businesses that had short term thinking and became non existing. Long story short, since it is amazing how similar it is to other reviews here, my pump was not working right. Placed an order, they sent someone to look at it, he determined problem with the pump and need a new pump. Came the next day and installed the pump and left a note on the door that new motor was installed BUT there is an electric issue as well and they need to order new electric conduit. The second I saw this note I already knew where this is leading to, since just yesterday I was browsing the reviews here, and of course just got a call from one of their rude so called 'customer service' people telling me that they can fix it BUT I need to place and new order with the insurance, so it would be another $75 service fee. Of course trying to argue that their guy was there to inspect the issues before even replacing the motor, a guy with experience that knows not only the motor but other things can be not working well or need repair as well, but that didnt help. They claim that he could only learn about the electric issue after placing the new motor. So here I am telling you this story since I already contacted AHS and hope everyone with an issue will do the same so at some point they will take this company off their contractors list. Moral of the story - if you are desperate to screw your customers with $75 you are probably a pretty bad service provider anyway, and should be out of business. PLEASE MAKE SURE NOT TO USE AND ONCE YOU ARE ASSIGNED TO THEM ASK TO REPLACE ASAP. Oh and to the company - please dont bother commenting how sorry you are, and that there was a misunderstanding, or that these are just the rules you follow. Please, with so many 1 star reviews just be honest with yourself and try to understand that maybe something is wrong with YOU! Here is an update from this morning 7/10: So yesterday called AHS and informed them about all the issues. They contacted Bonnie who told them the pump is working and the electrical is only a recommendation for me to fix. AHS assured me that if the pump is not working, does not matter for what reason, it is under the same service request and will be fixed with no charge of additional $75. I am coming home and the pump is dead. Called the company and Bonnie was yelling at me and telling me that it is my fault since I did not want the electrical fixed. Also told me that my complaint was about a noisy pump and therefore electrical was not part of it (absolutely lie - I have submitted the request online and it is documented my complaint was about a very hot, not working properly pump. What that and noise has to do with each other?!). Then she also denied telling the insurance AHS that the pump is working otherwise (again a lie). Someone else was at the background screaming at me too (real class by the way, good job sir!). Finally some younger lady jumped on and as a "favor" said she will send someone to fix the electric and will waive the $75 fee for me. Well let's see. I will keep updating this review until I make sure everything is done properly. read 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........... read more

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. read more

Had a service call through my home warranty, Pure Pool called within 1 hour to schedule an appointment. Tech came next day on time and called 30min before arriving.. Issue was found with under ground pluming. unfortunately is not covered with our warranty, however pure service did their job and customer service was great. Thanks read more

Scheduler very willing to help, scheduled within the day. Send David to do repairs. He took time to explain concerns and pool care with me. Fixed the problems. Will call and request David again! Thank you! read more

Great experience with Pure Pool Services. They were sent by AHS and I was hesitant based on the reviews I have read here. Sam arrived as scheduled, quickly diagnosed the problem and ordered the required part. Sam was back within a week, quickly installed the part and the pool heater is now working great. I am happy they used a factory original replacement part. Thanks for the quick and efficient service! read more

Incredibly unprofessional--I too was assigned to them via AHS. If you have a choice in the matter, steer clear of Pure Pools. They were awful to deal with. read more

Very unprofessional and rude service. Home warranty company assigned Pure Pool services and after multiple calls finally they made it to the appointment after 4 days . The technician Shawn had zero knowledge about pool repair or maintenance. He didn't know where was the suction side air leak which causes low filter pressure. I was unfortunate that I was assigned to pure pool by the home warranty insurance. Stay away from this contractor. They wont respond to calls or wont respect the owner. Don't ever use pure pool! If home warranty insurance company assigns Pure Pool, Don't accept and ask for different contractor. read more

This is a terrible company. I got them through my home warranty company AHS. This makes me question my home warranty co too! Why would they use a pool company with so many bad reviews? Anyway, this company is horrible. They came out to my home and said I needed new grids for my filter. They left after 2 minutes and showed up 2 weeks later!! Supposedly they were going to install the grids but then they said the center rod was missing. Wait a minute? Are you telling me they didn't see this missing rod situation when they looked at the filter the first time? Or maybe they never even looked at the filter? Who knows. Each time they were here for just a few minutes and then left. Not only that, when my regular pool guy came he said that 4 of the new grids in the box were already broken!! My home warranty co. then called me later to inform me the cost was over 300.00 to fix. Something just doesn't seem right here.Either way, the service men that were here never communicated with me and like I said earlier they were only here for a few minutes and left. They never did the repair because I demanded a second opinion. I have lived in my home for 18 years and never did one of my pool guys tell me I had a missing rod!! Hmmmm........ I find the whole situation appalling. Especially because I have to pay a 75.00 service fee. This company is not worth a penny! Do NOT use them!! If you do, you will be sorry! read more

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. read more

I am only giving one star because I can not give negative stars. I contacted this company to obtain a quote to do some work around our pool decking expansion joints. Spoke with Bonnie on several occasions to arrange for the estimate. I was given a quote of $900 for the work and gave them the okay to do the work. They were scheduled to do the work on a Saturday. When I arrived from being out of town I found that the work had not been done. I called but there was no answer. I then texted Bonnie to find out what had happened and why the work we had agreed upon was not completed. I was informed by text that the quote was now $1500 and that they were happy to complete the work at the new, higher, price when nothing had changed at our home or around the pool. They, apparently, decided that the job was bigger than they had estimated and wanted more money now. A number of texts later and I was informed that they were "the best rated in the US" and that the work would be done only at the higher price quote in spite of the agreed upon initial quote. TERRIBLY WAY TO CONDUCT A BUSINESS. I strongly recommend looking elsewhere for any and all of your pool service needs. DO NOT TRUST THEM. read more

Horrible company. Bonnie is both rude and angry. The techs do not know anything. I simply asked the tech who was fixing a pump leak to set the timer as well. He messed with the pins and now the timer does not turn off. We asked them to come back and fix the timer. They sneak in out of backyard without telling you they are there. The tech came and said I am not a pull guy. Hello you are from Pure Pool Service. He then said that the timer is not covered by insurance and he is not supposed to touch it and just left. Now that I look, I see that he damaged the pins trying to move them. I am now left with a broken timer. Very unprofessional. I do not know how they stay in business. read more

Pure pools deserves 5 stars in my book! They came immediately to my home through my home warranty company and changed out my pool motor and then I needed to call them back to fix a valve...they didn't hesitate but were here the next day and all is working well!! A job well done with professionalism and efficiency!! Thank you Pure Pools!! read more

This company was referred to us by our insurance company! They are HORRIBLE! We had asked for someone to fix our pool filters and the first time the tech was supposed to show up he went to the wrong house yet accused us of dogs attacking him!!! the second time the tech managed to find our house, was there for 5 minutes, said he couldnt fix and left. We called the next day to get some feedback and spoke to Bonnie, who i assume is the receptionist, was EXTREMELY rude and does not know the meaning of customer service. She accused us of negligence which is completely FALSE, refused service and hung up on me! How are these people still in business?!?! After reading all these reviews, I see we are not alone! read more

Used this company through our home warranty. They installed a refurbished filter pump that lasted maybe 6 months. Horrible. Not using them again. read more

Tech came and replace motor but heater still wasn't working. He said he didn't know how to fix it. What kind of repair man is that!!!! Have left 6 messages with the company and still no call back. Sam has come out on a few occasions and has been great. I wishi I could give them negative starts for service. AHS should be ashamed for using them and standing behind them read more

Our Home Warranty also assigned Pure Pool. I was very happy with the technician and Bonnie. They both were extremely kind and went out of their way to help us. read more

My home warranty sent out Pure Pool Services and they were excellent. Darianna and Bonnie always kept me informed regarding scheduling, ordering parts and technician visits. The technicians were efficient and timely. Pool equioment is running better than everI would definitely use them again. read more

Total scam! I wish I read reviews first but I trusted our home warranty company First American. Not only are they rude but totally dishonest and unprofessional. Like many mentioned Bonnie is terrible to deal with. She even lied and said her tech showed up for an appointment when he never did because I was home the entire day and we have security camera everywhere and I told her your tech was not on video footage. She then backtracked and said oh he just forgot he needed a new part so he'll come tomorrow. Well we let him come and try and fix leak in filter. An hour after he left we turned pool equipment on and water started squirting out of the pump. Whatever they did caused a new leak and they have the nerve to tell us we must request a new service order for pump (pay another $75) for them to fix the leak they just caused! Are you kidding me??? Unbelievable and we refuse to ever let these people back to our house. I am shocked first American continues to use them (not really though because they save first AM thousands of dollars by lying about what diagnosis is). Stay far away from this company. Highly disappointed they can treat people like this and still sleep at night read more

I am really shocked at all the bad reviews, I have been using these folks for years. They have always been polite, and fair. I recently changed my filter medium, and accidently tore one of the filters, resulting in DE going direct back into the pool. One call to Bonnie, and the technician is on site, with a replacement filter, and anything else it could been, within 36 hours. What more can you ask for, he was in and out in less than an hour, problem solved. Enough said, I think the negative rating are probably his competitors trying to drag down the rating for Pure Pool... read more

Fair is fair. I read all reviews and was concerned. But AHS had assigned them to fix my pool pump. I was impressed with their work. Office scheduling, follow up call all went well. Dave showed up as scheduled, ordered the part, came back and replaced the motor. No gimmick, no excuses, no headache. They exceeded my expectations, and I'm not too easy to impress. read more

Lots of issues with this company. The tech was scheduled to show up one evening to fix the whirlpool tub and never showed up. Finally got a scheduled date and the Tech did not have a ladder to access the motor on the outside of the house. He borrowed my ladder...I stayed with him the entire time and he said the motor needs to be replaced. He would order the part and schedule a return visit. At that visit two Techs showed up. They asked me to turn on the switch...so I got in the tub and opened the window to talk to them. The tech said it Is not the motor it is the switch. As I got out of the tub the doorbell rang downstairs and they wanted me to go upstairs and take some pictures of the parts. I told him you take the pics. He said hed go to go their business and get the part and come back. He never showed up or called. I called the company and complained I had to provide a ladder and he did not show up or call...etc. The company's then proceeded to tell me that they are doing me a favor...they Do not work on the outside of two homes because of liability. I tried explaining but she hung up the phone then we texted. I explained numerous times I'm a renter Not the owner. There is also an issue that English is obviously not her native language.I explained I have no idea what you and the owner discussed but the tub needs to be fixed. I pay rent for the tub to work. She called the owner of the house and lied about what had transpired. She was so unprofessional. The house owner is suppose to be at the house when they return to repair the tub and I will not be providing a ladder because they need to bring one. Do not use this company...they are extremely unprofessional and are currently texting me random info I assume in their language...I texted them to stop harassing me. The company is part of a home warranty program. read more

A Disaster company. Pure Pool cost me so much money time and hassle!!! I am strongly suggesting you don't use them. They will try to get away with doing NO work at all if it is through your warrantee.And worse yet they blame it on something else which you fix at great expense and it doesn't fix the problem. Awful. read more

I have a home warranty and my company referred Pure Pools. I had a very positive experience beginning with Bonnie who contacted me by phone. She was very professional and very nice. She followed up with two phone call to keep me posted on the status of my repair. The repair (replacing a an O ring) was done in a timely manner. I would absolutely use this company again. read more

I scheduled a Appointment for a Monday through bonnie, and yes she is very rude. I asked if she could give me an hour notice prior to arrival so I could drive from my work to my home. She said OK. I will tell the Technician. Sam called me when he was in front of my house and insisted he would never give a client 1 hour notice he is too busy. He refused to wait and left. I immediately called American Home Shield and demanded another contractor as this is the same one the screwed up my last service request and cost me $1,346.00. AHS assured me I would get a call from another Contractor - That did not happen. What I got was a more cooperative Sam and Bonnie rescheduling and promising to give me notice for my next appointment. When Sam arrived he was more pleasant then the last Technician or even his last communication with me. He inspected my heater - Told me my module was bad and needed replaced. Looked at the leaking in the unit and without further investigation as to why it was leaking and from where concluded my heat exchanger needed replacement. Promised to report to AHS and Bonnie would call me to arrange repairs the following week. The Only call I got was from AHS stating the equipment was not covered because the contractor reported the pool chemicals were out of balance! What does an electronic device have to do with water chemicals in my pool? Sam never tested the chemicals in my pool in fact he only looked at and partially inspected the heater. He was kind enough to provide a quote of 2,700.00 to perform the repairs. Although I had it checked out prior to his arrival by my Pool Repair guy who told me the problems and provided me the cost of 2,100.00 to make the repairs. The cause of the problem - the equipment is more than 15 years old, is no longer code compliant and no parts are available so it must be replace with a more efficient and safe model. This is the second service call from these guys - they are a joke. They get paid bonuses to deny claims not make repairs - Check out American Home Shield lawsuits and claims - it is all a scam! I intend to report them the the state license board, the better business bureau, and the Ventura County district Attorney for Fraud. So Far they have taken me for 1,496.00 including the $75 fee required for each of the two service calls. read more

pure pool service contracted by american home shield warranty is by far the worst company i have ever dealt with, bonnie informed me that pool filter grids being installed were used but in good condition, when i complained to a.h.s that grids were used and should've been brand new (totally unsanitary) they contacted bonnie who lied to them and said oh the grids are brand new, brand new grids being pulled out of a trash bag don't have a blood stain on one of the grids and earth caked on 2-3 of the other grids,unbelievable! so basically this company plays the shell game with warranty companies, charged them for brand new products and installs used products in the customers homes, total scam!!! if your home warranty company assigns pure pool service ask for another service company immediately!!!! i will be reporting them to the better business bureau and considering legal options against this company! look at the negative yelp reviews do you see the same story over and over again! it would have been cheaper for me to just buy the entire grid brand new on amazon! pure pools you should be ashamed of yourself! they are not an honest company and you have been warned!!!! read more

Used in conjunction with American Home Warranty (so, not a good start). My pool motor was tripping the circuit breaker. Pure Pool came out and said I needed a new motor, with all the assorted options. I opted for the refurbished motor since I couldn't get any good information from "Bonnie" on whether the variable speed motor was compatible with my remote system. Motor was installed and seemed to work. A couple weeks later I noticed two things: 1) The breaker was tripping again 2) There was a leak where the motor was installed. I decided to have the breaker replaced, which worked and I likely didn't need a new motor. I let that one slide, but wanted Pure Pool to come out and tighten the area around the leak. They refused without me placing another claim. So, here I was seemingly scammed on the new motor, let that slide, and they didn't have the common decency to fix the work I didn't need in the first place. Absolutely avoid this company. read more

STAY AWAY!!! I am also an unfortunate homeowner that has been assigned Pure Pools by American Home Shield. I would never, ever, ever hire this company! 3rd time to my house for the same simple fix that they just can't get right. Sloppy, careless and unprofessional in both appearance and the "work" they perform. 3 times to my house for the same problem, I open my door and the pool "tech" greets me with "hey dude". Really? The rest of the "experience" is downhill. I asked him to wait a minute while I put my dogs away. I come back to the door and he's gone. I walk around back and he let himself right in to our backyard. Just weird. I felt violated. It was like he didn't care about me asking him to wait and was doing what ever he wanted. To cap it off, I went back in the house and the pool guy left and never said anything to me about what he did. He just left without a word! Oh, wait...He left a one sentence, illegible tag on the ground at my front door. Just terrible. read more

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. read more

I would give this company a Negative "5" stars!!! Our landlord pays for there crapy service!!!! The guy doesn't know but we are home when they come and they say they add chemicals and stuff but most the time they don't. Then today when it is 101 and my son was getting ready to swim the guy puts conditioner in. I saw him leaving so I went to find out when we could swim. And the guy said, "oh not for two days". WHAT??? The time they decide to add chemicals, is when we really need to be able to swim. I asked "why" he wouldn't have asked us first before putting in those chemicals that wouldn't allow us to swim on these extremely hot days? He said, "we never tell the customer, we just do what needs to be done, for the pool, with the chemicals. When I called to complain I was very upset and the guy just kept saying this is being recorded. I told him I don't care, I'm sure he wanted to say some choice words to me but he couldn't. This company is a joke! They definitely can't be called a "pool service" since they do NOTHING!!! I wouldn't even recommend this company TO MY WORSE ENEMY!!! They should be closed down! They lie, cheat & steal. Thanks Mom for Posting this for me! read more