Customer ReviewsforPuryear Custom Pools
3 Customer Reviews
- Date
- Highest Rating
- Lowest Rating
Review from Jim B.
1 star03/29/2023
They did not install tile correctly and it came off my pool. When I asked them to at least help me get it fixed ***** tried to charge me $3000 for less than 50 linear feet of tile. It was only $6500 to have the entire pool redone.They do not stand behind the work and even worse they try and take advantage of clients. I wish I had never had them do my pool. It's bad enough they would not fix it but I could not sleep at night trying to overcharge and take advantage of someone like thisPuryear Custom Pools Response
03/30/2023
The tile for this project was installed to industry standards and appears to have failed due to water chemistry and/or freeze damage. The tile warranty for this project expired on 08/14/2021. The tile in question is an upgraded glow in the dark tile and it is very expensive to install/replace. The cost of the tile alone is the majority of the amount offered to this customer. This was also a free upgrade done at the time of construction. This tile is a level 7 tile and the rest of the pool tile is a standard level 0 tile. We were willing to replace the tile at below cost in an attempt to help the customer resolve this situation. This customer declined our offer. We are still willing to work with this customer and we were absolutely not trying to "overcharge and take advantage" of them.Customer Response
03/31/2023
I was told I could have any glass tile for my spillway and level one tile for $6500 when the entire pool is being fixed. Once I just wanted the spillway the tile cost magically increases to a ridiculous cost. I was not even asking to go back with the tile that was not installed correctly in the first place. This company not only did not stand behind the workmanship they refused to help me fix the mistake at a reasonable price.Puryear Custom Pools Response
05/25/2023
I believe that this is a case of misunderstanding. The quote that you received for just the spillway was for the glow in the dark tile. The glow in the dark tile is not a standard glass tile. Yes, you can get regular glass tile much cheaper than what you were quoted for the glow in the dark tile and we would have been happy to quote that but you never gave ** that opportunity. You never once told ** that you were looking for a different tile. We still stand by our product and assure you that your tile was not installed incorrectly. If you would like to discuss this further, please contact ********************* at our office.Review from Cheryl M.
1 star09/26/2022
Puryear started the installation of our pool in May of 2019. They completed the project in July of 2019. The process was horrible. They did not communicate during any of the process. They did not secure our yard for the dogs. They left their trash everywhere and they left huge low spots in the yard. I guess spending nearly $100,000 wasn't enough to get the "top notch" service they advertise. Three years (and two months) later and we have had to spend an additional $5000 to replace all of the equipment (part of which they installed incorrectly) and repair plaster that cracked. None of which was covered under warranty. (warranty is only for 3 years.) I would not recommend this company to anyone, regardless of what they have to spend on a pool.Puryear Custom Pools Response
03/30/2023
The Jandy pool equipment for this project was covered by a three year manufactures warranty. The equipment warranty expired on 6/17/2022. We are not sure what may be wrong with the pool equipment as we have not been to this customers home for service since 6/21/22 when we replaced the booster pump that was actually a few days out of the manufacture warranty period. We have not quoted any equipment repairs for this project since. This pool was completed on 6/17/2019 and we were not called back out for service until 4/29/22 when the customer advised that the salt system was not operating properly. Our techs found that someone outside of our company had recently installed the salt cell backwards and removed some of the pipe causing damage to the unit. The cracks in the plaster were not caused by a failure of the product and unfortunately were not covered under warranty. This customer was quoted for the repairs of the plaster and approved them. The repairs were completed on 6/14/2022.Customer Response
04/05/2023
Unfortunately, Puryear's records are inaccurate, Listed below are the dates and reasons Puryear came to "service" the pool from 6-17-19 to date.6-19-19 ******* was not connected. ******* was supposed to come out. Aqua Bright was not finished and there was a leak in the Auto fill line.6-27-19 Aqua Bright was completed.6-28-19 Text Message from the ****************** "you can use the pool, but there are still some issues to be resolved"6-29-19 Auto Fill still leaking.07-01-19 Salt System not complete 07-02-19 ****************** began Salt Cell but, had to wait on plumber to complete installation.07-09-19 Auto Fill still leaking 07-13-19 Plumber came to fix leak in Auto fill.07-15-19 ****************** completed Salt Cell Installation 07-26-19 Final Inspection of pool Noticed Tequila Table shaft would not fit in sleeve.08-20-19 Yard was not levelled as promised 10-22-19 Tequila Table repair began 11-19-19 Tequila Table sleeve was replaced, but shaft was too long to sit correctly in sleeve.11-20-19 New Tequila Table Shaft was installed.11-27-19 Puryear ****************** came out.2020 and 2021 The pool was used very little due to Covid and a death in the family that rocked our world.04-25-22 Notified *** with Puryear there was a crack in the plaster.4-***** We took a sample of water to a pool supply company and they advised us there was probably something wrong with the salt system. The salt was almost non-existent.04-***** Puryear ****************** was notified of salt issue.04-28-22 We sent pictures of the pool equipment to the Salt Cell manufacturer. They said it was impossible for the salt cell to be installed correctly due to the way the plumbing was installed.(Puryear personnel were the ONLY ones to install or service the equipment to this date.)05-06-22 Puryear quoted $850 to repair crack in pool. They would begin repairs once the money was paid.05-09-22 Service Tech said the warranty on the Salt Cell was voided because it was backwards. Puryear main office accused us of installing the salt cell backwards. (we had to pay another company to install a new salt cell with guidance from the salt cell Manufacturer)06-13-23 We paid the $850 and Puryear repaired the crack in plaster and fix AquaBright. 06-17-22 ****************** came out to look at crack in Boost Pump Cover 06-21-22 ****************** came out to replace Boost Pump Cover for $************ Notified *** with Puryear the crack in the plaster has returned in the exact place. 04-05-23 Puryear's reply to the crack is "there is no warranty on cracks in the plaster. The AquaBright finish is damaged by the crack and therefore not under warranty."Puryear has stated they will no longer make repairs to our pool or equipment because I have given them a bad review.So we will need to contact Ecofinish to find a qualified rep to repair the finish on the pool.Puryear Custom Pools Response
05/25/2023
We stand behind our original response to this review and completely disagree with this customers response.Review from Matt M
1 star08/23/2022
We were handed off our pool just over a month ago. We are plagued with issues with our pool and the cleanup after construction was poor. Their sub contractors damaged parts of my home that still have not been rectified. We have called into the warranty department multiple times and still have not gotten a call back. I stopped into their office to speak to someone and was passed off to their service manager Zach. He assured me everything would be resolved and he would call me in a. Few days with a game plan. That was 2 weeks ago and he has never called. Initially he was responsive to text but hasnt responded in a week. I reached out to the owner on ******** and have been ignored. I dont know what to do at this point. They are paid in full and my pool still isnt functioning as designed.Puryear Custom Pools Response
03/30/2023
Thank you for providing your feedback. We set a high standard for ourselves and we are very sorry to hear that we could not meet your expectations. Per our notes, everything mentioned in this review had been resolved prior to this review being posted. We wish you nothing but the best with your beautiful pool.
Customer Review Rating
Average of 3 Customer Reviews
Contact Information
2200 Cantrell Sansom Rd
Fort Worth, TX 76131-1606
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