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Business Profile

Pool Service

Pure Blue Pools, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pool Service.

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/09/2024

    Type:Billing Issues
    Status:
    Unanswered
    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.
    I have been incorrectly billed for services NOT rendered.

    Back in May’24 after contacting Tony w/ ****** Pools (division of ******; same address as Blue Pools), the pool cleaning crew came out once. I sent the email (included) that the pool was cleaned but not well…no response was ever received but I also did not immediately receive any invoice/bill. I never saw anyone come to clean until July’24 when I was out of town and my house-sitter was home. I received no advance notice and no service notes. However, in late July, I received a bill for 5/29/24 service and 6/13/24 service. I paid that bill knowing that ****** came out once in May and maybe I missed them in June…I gave them the benefit of the doubt. I mailed that check which was received 7/26/2024 and cashed 7/30/2024.

    However, now I have received invoices for cleaning services every 2 weeks through July and August 2024 and other than the ONE verified time in July mentioned above, NO ONE has been out to clean my pool! I have been cleaning the pool myself all summer and I admit having fallen behind in late August, which with the high heat resulted in algae growth in the pool lasting several weeks. IF someone had been out, then they would have cleaned that right!?

    I tried several times to call ****** pools, and the phone disconnects as soon as select pool services. I then tried other options but also disconnect. This suggests that this company is in decline. I emailed Tony and no response ever received. I found another email address for ****** construction and finally received response from Scott M****** that, “have copied the head of our outdoor services here, and someone will be in touch with you shortly.” I provided my contact information but never received any calls nor emails. I again emailed last week and still have no response. I then received this collections letter this week in the mail.

  • Initial Complaint

    Date:09/10/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    We had been working with the prior owner for over a year on a very large project. Had submitted 2700 for a drawing to be done. Was not made aware that ownership had changed. Was then pressured in to paying a deposit under the threat that our project could be delayed another year. Wrote a check in march for 80000. Check was immediately cashed. Never heard another word from them. No work done. Tracked them down after weeks of no replies and run arounds. Have spent months being lied to about the possibility of getting the refund plus interest as agreed or a payment plan of the sum but have seen nothing and now again cant get anyone to contact us back.

  • Initial Complaint

    Date:06/24/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    We had a pool installed by Kramer Pools that was completed in 2023. After installation we noticed deep scratches and dripped stain from the concrete all around the fiberglass shell. The issue was brought up when the pool was opened and ready for use in 2023. We were told by Kramer that to fix the issues, the pool water would have to be lowered and decided to wait until pool closing. We communicated this request then and before the pool closing in the fall of 2023. We were not home when the pool was closed, but were told that the issues were fixed. When Kramer opened our pool this April 2024, it was obvious that the repairs were not made. The Kramer workers lowered our pool water to have the repairs made. I spoke with someone at Kramer and was told that there would be workers sent to look at the issues and they would get back to me. I have not heard from anyone since. I have called multiple times and left messages, I have emailed and not received a reply. We have the cell phone number for several Kramer employees and no one is returning our call. I feel they are completely avoiding me. A neighbor and friend had a pool installed by Kramer and gave me her contact. I called that individual and left a message and no return call. I feel once they received our final payment, they have had no concern to help resolve the issue they created during installation. Our pool was over $120,000 and the visible blemishes they created during installation should be repaired by them.

    Business Response

    Date: 07/10/2024

    We have been in touch with **** ****** and are actively working on the repairs needed for her pool. Our manager, Terry Kramer, will be assessing the damage this morning to ensure we have all the necessary details to facilitate a prompt resolution. We appreciate your patience and understanding as we work to address this issue as quickly as possible. Thank you for your continued trust in Kramer Pools.

  • Initial Complaint

    Date:05/13/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Damage to the pool shell and concrete done by contractor. We have made several attempts to work with the contractor to fix the issue since September 2022. The contractor promised to fix then excuse why they couldn’t. In the contract on page 12 paragraph 13 dispute resolution they state to try to resolve in reasonable time. I believe waiting nearly 2 years is more than reasonable. I am seeking a replacement for pool and concrete work to be redone or a full refund since product damaged by contractor before we even used it.
    I have attached page of contract referenced above.

Pure Blue Pools, LLC is NOT a BBB Accredited Business.

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