Complaints

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:07/17/2025

  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.

   
  Complaint: 23617881
  
  I am rejecting this response. I want Pure Home to acknowledge the **** that there was a *PHYSICAL ALTERCATION* between employees on my property. At no point did **** ********* acknowledge this event on the phone and now I see that whoever is responding to complaints via Better Business Bureau is doing the same. What kind of business operates in this manner? How are you in good conscience able to move on from a dangerous situation instigated by the person managing the project remotely? **** ********* needs to be held accountable by either his employer or the BBB. Attached is a screenshot of **** ********* and a remote manager that we were never introduced to being made aware of the PHYSICAL ALTERCATION in written form. The phone numbers have been covered for their privacy. Minutes later **** ********* was VERBALLY told MULTIPLE TIMES that his workers were FIST FIGHTING each other. I'm not sure how this is not being addressed by ANY PARTIES. EM in itself) but when their boss is feeding them harmful information like "They don't want to pay you," and we cannot communicate with someone who is getting physically violent, a line has been crossed. Not only did a fistfight break out and the *** of sales didn't care, but one guys whole family showed up at the church across the street from us and ANOTHER fight broke out, resulting in one of the workers getting a black eye. There is ZERO excuse for what happened here and **** ********* should be fired from his position for his prolific negligence and endangerment of clients.

  

  Business Response

  Date: 07/22/2025

  Good Day Mrs. ************* want to begin by expressing our appreciation for allowing us the opportunity to work on your home. Our team worked diligently to ensure that your crawlspace project was completed properly and in full compliance with building codes.
  Throughout the process, we welcomed your husbands involvement during each phase of the project, including the multiple walkthroughs he requested. This level of oversight helped reinforce our commitment to meeting expectations and maintaining high standards.
  At one point, there was a discussion outside your home between crew members. This occurred because one section of the work did not initially meet Pure Homes standards. Our project manager immediately addressed the concern, held the responsible party accountable, and ensured that corrective steps were taken to maintain the quality we stand behind. He also used this moment as a teaching opportunity for the team to reinforce our values around delivering lasting quality and a positive experience for our clients.
  Regarding your request for a full refund, please note that the work has not only been completed but done so at a level that exceeds the original contract terms. In addition, you were already provided a significant discount as a gesture of goodwill. For these reasons, we will not be issuing a full refund.
  If there are any remaining concerns, we are happy to discuss them constructively. Our aim has always been to deliver the best service possible, and we value the opportunity to resolve any issues in good faith.
  Sincerely,
  Pure Home

  

  Business Response

  Date: 07/22/2025

  Good Day Mrs. ************* understand your concerns and want to provide some clarity. Unfortunately, we did not witness the interaction in question and therefore cannot confirm or deny whether any physical altercation occurred.
  Mark's role is to work directly with clients to find resolutions, while Marvins responsibility is to support the team and ensure their well-being.
  Regarding the pay structure referenced, **** addressed it appropriately, and based on your screenshot, we acknowledge that you requested a phone call. Our records confirm that **** did reach out to you by phone in an effort to resolve the matter.
  We remain committed to ensuring all issues are addressed professionally and respectfully.

  Customer Answer

  Date: 07/22/2025

   
  Complaint: 23617881
  

  This response is the definition of negligence. I'm going to post the screenshot again but this time show the part where **** ********* acknowledges that his actions lead to the physical dispute. Again, I want to state that at no point has Pure Home taken accountability or even acknowledgement for placing clients in a dangerous situation. ****** aggressive tone and demeanor made it very clear that he was not concerned about our safety and he was clearly more concerned about getting the contract signed. I hope people read these interactions and see this company for who they truly are: an entity who will create intimidating situations for their clients so they pay up instead of operating in a professional manner. 

• Initial Complaint

  Date:01/08/2025

  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.

   
  Complaint: 22784785
  
  I am rejecting this response because: Pure Home is playing the blame game and pulling the blanket over peoples eyes. FIRST, ************ received a loan application in my name because *** ****** (their employee) submitted it, not me. That loan application is fraudulent. MY SIGNATURE WAS COPIED AND PASTE 7 TIMES on said loan application.  I DID NOT GIVE ANYONE PROMISE TO HAVE POWER OF ATTORNEY OVER MY FINANCES. I deceived into signing something on an IPAD which later was used for the loan application. I read this company was investigated by the State of ********************************* for deceptive and unfair business practices. As I understand, they settle for $125K.  SECOND, is that the job was not done properly. The affected wall was 8 ft. high, they only cut 6 ft. high, leaving 2 ft. of affected wall space of  with mold. The water was not coming from the chimney and has nothing to do with Pure Home leaving the mold untouched. Also, I DO NOT feel safe enough to have this company come back into my home after all was said and done. As for as Docusign, I did not sign anything with ******** as far as this company is concerned.   
  
  Sincerely,
  
  ******* ******er and then spoke with a ***resentative. I explained what happened. She stated she would have the resolution department call me back. Approximately a week later the resolution team called back. I notified the *** I did not have any paperwork on the so-called loan. She then emailed the approved application. I quickly noticed the application was 20 pages, it had my signature copy and pasted several times. It also had me down as purchasing kitchen cabinets for $2,700., It had my ID verified (I never showed anyone ID), it stated I lived in my residence longer that I did, wrong income, and wrong employment information. This situation is still currently going on. I am afraid and feel violated. These people at *********, know where I live and have personal information about me. One of the employees who accused me of taking meds, also stated you dont want to go back and forth with me. I promise u.. This same employee is the one who fraudulently filled out that loan application.

  

  Business Response

  Date: 01/23/2025

  Good Day Ms. ************* understand that a significant part of your complaint involves Docusign and Aqua Finance. As weve explained, ******** is a widely recognized company that partners with millions of businesses globally. A digital signature, emailed to you upon signing, is an industry-standard practice. Additionally, we have your physical signature on our contract.
  Regarding your ID verification, this is managed directly through ************ via their secure portal.
  As for the staining youve mentioned, we remain ready and willing to perform a complimentary service call to inspect the issue. However, you declined to allow us to come out and even withheld our machines during this time. We encourage you to allow us the opportunity to assess the situation and address anything that may not have been done to protocol.
  Please note that due to the extended duration of the leak, there may be staining on the wood that cannot be resolved without replacement. You also mentioned that your contractor will be examining the area while repairing the chimney, which has been identified as the source of the leak causing damage to your siding and framing.
  We are committed to resolving any outstanding concerns and ensuring that your satisfaction is met. Please let us know how you would like to proceed with the service call.
  Best regards,

  Customer Service

  
  

  

  Business Response

  Date: 01/23/2025

  Thank you for responding and giving us the opportunity to address your concerns.
  First, I would like to clarify that safety has never been a concern in this matter, and any suggestion otherwise would be a misunderstanding of the situation. Additionally, I want to confirm that Pure Home was not involved in the referenced suit, and I encourage you to review the facts regarding this matter.
  Regarding the paperwork, I assure you that DocuSign was used for the necessary documentation, and your physical signature was obtained for our records. As such, we believe coercion is not a factor here, and a refund would not be warranted under these circumstances.
  That said, we remain committed to supporting you. We are more than happy to schedule a service call to address any specific issues you may be experiencing. Furthermore, during our initial visit, we performed a water test and clearly identified both the damage and its source for your reference.
  If there is anything further we can do to assist or clarify, please dont hesitate to let us know. Your satisfaction and understanding are important to us.

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22784785
  
  I am rejecting this response because: The only time I touched that IPAD was when *** told me to sign for the work to begin. He did not say anything about a loan application. If your company weren't so disrespectful, deceitful, argumentative, thuggish, and fraudulent I would entertain the idea of you coming back to do what you failed to do in the first place. You left faulty equipment that did nothing, you used chemicals that were not supposed to be used in the home. I asked you repeatedly to show me your credentials for mold remediation. You did not respond to that answer. The only thing you can say is NO REFUNDS.  As for your contract there isn't any wording that says "NO REFUNDS". So what is the reason I can not get a refund. My contract  says "Fog (kill of mold, mildew, bacteria), Drywall removal". I still had mold when you left, the equipment did nothing. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:12/06/2024

  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.

  The company's response shows exactly why I submitted a complaint. The gas company stated that the damage occured to the pipe because the cabinet was laying on it. Not me....GA GAS SOUTH said that. And they respond that they never touched the pipe. As if I installed the cabinets, cut the hole for the pipe, forced in granite backsplash, and left the cabinet laying on the pipe.

  Yes the plumber came to fix it. After I posted ****** reviews. He asked me to remove the ****** review and I did. Guess thats how they keep such a high rating. I really be trying to be accommodating.

  Pure Home Contractor told me he would be back to fix cabinet and drywall. That was last Friday the 6th. I called Pure Home on the 12th and was assured that I would get a call on the 13th with the date they would fix it next week. Never rec'd that call yesterday. But I sure rec'd this snarky reply....while I still have huge holes in my wall and brand new cabinet. Smh the nerve. 

  e last resort before filing a lawsuit. I need the cabinets removed **** so that I can have my warranty company replace the part. I have been waiting for a call back/visit since Monday after no one showed up last week. ******* said someone would come last Wednesday. No one has come.They ask for our trust that they will not do us wrong. They boast about their warranty and how they care.....and then I'm left with a gas leak/shutoff in the middle of winter.****, is this how your dad taught you to run a business?*******, are you not a man of your word?Im asking on BBB because yall will not return texts and calls.

  

  Business Response

  Date: 12/13/2024

  We have repaired the gas leak even though we did not touch the gas line. We sent a master plumber to get this repaired. We are waiting for the wood to come in to fix the box.

• Initial Complaint

  Date:08/09/2024

  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.

  July 3, 2024 representative **** from Pure Home came to my house to look at my bathroom for mole removal. We sat down in the kitchen and he spoke about a finance company, giving me six months promotion I told him thats the only way I will be able to do the process if I get six months to 12 months, no interest charges. he said he might cant get the 12 months for me, but he can get the six months promotion for me. I agreed to get the mold removed out of my bathroom. After the mold was removed out of my bathroom I text **** and called him stating that I needed the drywall place back in my bathroom. He told me I would have to go through another finance company to get the drywall done I didnt get approved for the drywall. He left me hung and dry. I felt like he came in my home and took advantage of me by lying to me about getting the six month promotion he kept stating that I didnt get approved but he said he will make sure I will get approved, I told him I was not working. Im on disability and he overcharged me for the mole removal didnt give me the six month promotion just blatantly lied. The manager *************************** never called me back dealing with this issue.

  

  Business Response

  Date: 08/09/2024

  Good Day ************,

  As we mentioned, unfortunately we were able to complete everything that we contracted for and the finance company could not allocate any further funding.  We tried contacting several banks and called them directly.  We are so sorry that it was not approved.  You are mold free and we are so happy that this is no longer affecting your health.

• Initial Complaint

  Date:05/29/2024

  Type:Order 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.

   
  Complaint: 21772817
  
  I am rejecting this response because: We did not agree to a fee for an estimate. You dont have a signed contract for repairs. The contract you keep referencing by your own admission is not a contact but a direct payment authorization for emergency remediation of biohazard materials. 
  

  We are more than happy to remit payment for said work upon receipt of an invoice for services completed by Pure Home.

  You typed yourself that you provided an estimate. Pertinent word being an estimate. Only the additional mitigation work on the estimate was completed fully. You were advised to submit an invoice to our home owners insurance mitigation department or to forward the invoice and be paid directly. 

  Instead youve request 7k+ for negotiating with our homeowners insurance - a fee we never agreed to verbally or in writing. Youre a bully. And Pure Home is a joke. Ive been looking for days and cant find your license # anywhere, you have 3 different addresses across the web, all of the bad review are buried. 

  My desire is not to sway you in ANY way. I am looking forward to finding a remedy in court.
  

  My goal in this BBB complaint is to ensure that the knowledge regarding your practices and mode of operandi is readily available for anyone seeking the information. 

  Sincerely,
  
  *******************************

  r keeping the granite the same as long as I signed something releasing Pure Home from liability pocketing some 5k. *** continually requested an itemized bill of services rendered to pay within 10 business day as their DPA stipulates. Theyre demanding I pay a fee of 7.1k for their negotiations with the home owners insurance. The little repair work that was completed (sheet rock and prepping for paint in the kitchen) was done incorrectly and will cost more money to have repaired. They moved our electric for the stove down and closed in our vent hood opening.******* did later send an official contract for services that I did not present to the home owner as I was already leery of Pure Home and requested to part ways a few days prior.Pure Home wants to make a ton of money off the home owners insurance for doing minimal work and providing the customer 0 options. Pure Home cares about lining their pockets NOT about the customer.

  

  Business Response

  Date: 05/29/2024

  Good Day ********************,

  As we discussed, we have provided you with an estimate that directly reflects our work.  The estimate has to be approved by the mortgage company and inspected in order to be paid.  We have done work without one cent of payment in your home.  You have also inaccurately depicted our conversations; for example, we were not "pocketing" the money for the granite.  We gave you a price to remove and reset it if you did not want to replace it.  The pricing is all dictated on a program called Xactimate, used by all insurance companies.  We have provided you with pricing and will not be threatened in any way.  Kindly remit payment.

  

  Business Response

  Date: 05/29/2024

  ********************,

  The document is a Direct Payment Authorization.  You agreed that we will receive payment and we have negotiated all terms.  You are now switching it because you could not alter the scope to get what you want.  You have received the price.  You can leave bad reviews and try to coerce us to lower our price but it has been negotiated.

  Customer Answer

  Date: 05/29/2024

   
  Complaint: 21772817
  

  The home owners insurance has assured me that colors of cabinets, choosing the vanity, and fixtures is well within the scope of work. Similarly,  3 other contract companies and the mortgage company have outlined the process and its now CLEAR as long as the home is repaired to its same state/quality we have a wealth of options. 
  
  I am positive the judge will award payment for the remediation services you completed. Im willing to pay the 1k no problem upon receipt of the invoice. Im even willing to pay the 1.6k for the poor sheet rock work Pure Home completed in the kitchen (of which you were immediately notified of the poor job 5/21).

  Payment for an estimate with no fully executed contract outlining said fees - unlikely. 46k payment for a complete project that you havent started and dont have a contact for? Highly unlikely. We will never agree to the facts. 

  But again, I am looking forward to finding a remedy in court. 
  
  Sincerely,
  
  *******************************