Reviews

Review Details

• Review fromDiane L

  Date: 10/07/2025

  1 star

  Diane L

  Date: 10/07/2025

  We had our pool liner put in by Purewater. Problem is, within months of it being installed the ribbing they put in kept starting to fall out. They came to fix it, then again the next year, and now again this year. Our new liner looks terrible with it hanging out all over the place. I contacted the Manager and she said that it was no longer under warrantly and would have to charge us about $400 to come out and look at it. I said that this has been happening since the first year and has never been fixed properly or what they are using is no good. They said water was getting behind it and pushing it out. We have been with them as a loyal customer, all our pool supplies, new pool heater, new pool pump Ii thought I would get a better answer/service with it originating from the very beginning of installation. It's embarrassing looking.
  

  Purewater Total Home Leisure

  Date: 11/07/2025

  This is a regrettable situation, and I apologize for any stress this has caused you. Purewater indeed returned in 2022 and ********************************************************************** September 2024 we returned and added an extra layer of prevention using liner bead lock. The return visits and bead lock were supplied at no charge to you, which appears to have created the expectation that this service would continue at no charge indefinitely. Over time, pool walls and coping will shift and move, and quite commonly, the coping track will stretch and expand. Moisture gets behind the bead and bead lock over the winter, and as it freezes and expands, it can cause the liner or liner bead to pop out, especially in a pool with older coping. Many pool owners must pop in a small section of liner or bead lock every spring, as part of their customary opening of the pool. We have several customers who will call us, as a paid service, to come every season or two or three to pop the liner bead or bead lock back in for them. These are pools and liners that come from multiple installers and service companies, which is to say that it is a widespread and common issue across all brands, makes, and installers of liners and pools; small sections of liners and bead lock can and regularly do pop out of the tracks. In light of the fact that you have been a long-standing client, Purewater is willing to return one more time at no charge to put the bead lock back in place. This would be a courtesy visit, the work is well outside of your warrantee, and should you need it popped in again in a year or two, you would need to pop it in yourself or book it as a billable service call. Sincerely ******* ********* Owner Purewater Total Home Leisure

• Review fromRobert C

  Date: 03/10/2024

  5 stars
  I am in the same business as these guys ( Competitor) and I have always found them help-full and forthcoming with parts and information when I needed it.I recently made a mistake with a shipment and found myself in a tight spot. They stepped up and helped me out , saving me a great deal of time and money. They have refused to take any form of compensation stating, " just happy to help" You can trust that if this is how they are " behind the scenes" , they will treat you with honesty and integrity. Thanks Again

• Review frommichelle M

  Date: 11/10/2023

  5 stars
  We just purchased a hot tub from Purewater. (we had first purchased our pool table from them many years ago). Our salesperson ****, was amazing, knowledgeable and patient when we were trying to decide which one would be perfect for us. The tub came quickly - and the team installing it was amazing. After a few uses there was a slight glitch with it. We contacted the service department and after working with their team, the owner herself coming to our yard and working on a solution - we discovered the cause. Within a day we were asked to come back to the store - select a new tub - and we're so so thrilled with the service received. We were made a priority, made to feel like we mattered. What an amazing store. Can't thank the team enough

• Review fromDaphne V

  Date: 04/06/2023

  2 stars

  Daphne V

  Date: 04/06/2023

  Acknowledge good reviews but for myself, very disappointed. Had my hot tub motor fixed with a 3 month warranty (refurbished motherboard). I agreed to this but confirmed I can only pick up in June. Turns out I have one month warranty because Purewater insists it started with chip installation even though it sat in the shop unused. No budging on this but after a rather awkward conversation *** been told that if something happens they will try to help. Im hope and dont expecting a failure of the equipment but certainly feel there was a failure in communication and proper customer service. Wouldnt have been much for a reputable company to offer the full three months, even if its a third party install.
  

  Purewater Total Home Leisure

  Date: 05/06/2023

  Hi,
  I have reviewed with the Service Manager the conversation you had with her on Friday June 2. What she was trying to say was that while technically the warrantee starts at installation, we can do a lot to ensure if you have a problem within th 3 month period it will be covered. I want to reassure you that you will be supported fully within 3 months of you having the unit in your possession. We are sorry for any miscommunication that occured. Please feel free to reach out to me with any further questions.
  Carolyn *********, Owner 613-726-0099 ext 103
  

  Purewater Total Home Leisure

  Date: 05/06/2023

  Hi,
  I have reviewed with the Service Manager the conversation you had with her on Friday June 2. What she was trying to say was that while technically the warrantee starts at installation, we can do a lot to ensure if you have a problem within th 3 month period it will be covered. I want to reassure you that you will be supported fully within 3 months of you having the unit in your possession. We are sorry for any miscommunication that occured. Please feel free to reach out to me with any further questions. ***** *********, Owner ********** *** ***

• Review fromVicki P

  Date: 27/01/2023

  5 stars

  Vicki P

  Date: 27/01/2023

  From purchase, to delivery and installation, everything was amazing! Everyone has *** very friendly and walked us through every step of our purchase process and gave us a thorough overview of care instructions once it was delivered! The pool table is bringing us hours of fun family time! A great big thank you to the entire team at Purewater from the Price family! You guys are truly the best!!
  

  Purewater Total Home Leisure

  Date: 30/01/2023

  Thank you so much for your kind words. I will forward this to everyone envolved! Please let us know if we can help with anything in the future.