Puryear Custom Pools

Although some of the events he listed are accurate, not all are correct; he also has neglected to tell how many times they had to rework several parts of the project due to poor craftsmanship and wrong communication from Puryear to their contractors

I will have my office send you a check for the $so we can resolve this matter

We appreciate your response but would like to know when you will be able to start the work Regards, [redacted]

We were hired by Mr [redacted] in July to service his pool We were taking over a pool that was neglected and very green I have included a picture dated 6/21/to show After several weeks of shocking, brushing, and cleaning we got the water cleared up enough to reveal a really bad case of black algae on the walls and floors I included a picture dated 8/16/to show We continued to shock the pool and battle the black algae the entire rest of the summer It is one of the hardest algaes to treat and it grows inside the plaster which makes it almost impossible to get rid of We would shock the pool enough to put it at bay as in the picture dated 8-22-but the slightest rain or heavy use of the pool would cause the algae problem to flair up again With the algae inside the plaster as evidenced in the picture dated 10/3/16, it became a pool that was very hard for us to maintain On 10/27/Mr [redacted] told us he would not like our service any longerThe last weekly service we performed was on 10/31/and I again included a picture of what it looked like when we left dated 10-31- Mr [redacted] called the first week of November while we were out of town at a Pool Show and threatened to go online and bad mouth us if we didn't offer to drain and acid wash his pool and replace his filters again "at our expense" As a courtesy and trying to keep him from going online we sent our service manager out who found his pool green and turned off He dumped 50lbs of shock in and turned his equipment back on Three weeks later we sent someone by as a courtesy to check on his pool and backwash his filter for him The pool looked good at that time I believe that we could have done a better job of getting his pool turned around this summer He had every right to fire us As an apology we refunded month of service, trips out there, and over $in chemicals were given to himAs for the filters I would be happy to replace his He can come by office anytime and pick up a new set The booster pump we had nothing to do with If that is the original booster pump, the average life span is only years on an year old pool There is no "plate" that we left off There is no maintenance required of that pump so a service tech would not do anything to that pumpHe also stated that we drained his pool by backwashing it and made his pump run dry His pool is Sqft so to drain it 3" would take the pump running over minutes A usual backwashing takes less than minutes plus we are also not responsible for the water level in the pool That is a homeowners responsibility

Once again, I remind you that I can back up my dates with GPS location information on our vehicles You continue to tell us that we are wrong and you are right but you cannot give any evidence that you have cared for your pool Let's assume [redacted] cannot find months of weekly records of water testing because of a computer glitch Can you provide any receipts showing your purchases for the chemicals you should be adding to your pool? To further the point that you are neglectful, you have continued to allow your pool to sit "unusable" as you have stated only allowing the problem to get worse...all the while continuing to blame us for having an unusable and cosmetically flawed swimming pool You have to admit that knowingly allowing the problem to continue only worsens the plaster and yet you still choose to do nothing even when we have told you how to fix the issue Why would you risk your investment over your ego? I just don't comprehend why you continue to have the energy fight us on this matter when you haven't even made ANY EFFORT to fix the problem in the manner we have suggested I can certainly understand your arguments if you have tried that and then complained about the price of the chemical or worse yet if it didn't fix the problem You just continue to assume we are wrong without making any efforts If you don't want to maintain the pool now even when you know you have this issue, who is to say you cared week to week to maintain your chemicals? On a side note, we were planning on offering said chemical to you free of charge until you continuously verbally attacked and threatened multiple employees No one deserves to be disrespected in this way We were going to offer the chemical to you on our dime, not because we felt like we were at fault, but because that is the company we are We have an outstanding reputation and have been recognized for years in a row as a nationally recognized pool company by the pool industry's top publication We did not earn this prestigious award from backing away from responsibilityUnfortunately your decision to increasingly harass us and slander this company on every internet outlet you could find led us to the decision that even when the chemical we provided to you was used and fixed the problem, you would again point the finger of blame at us when your pool meets the same fate another year from now and leaves us in the same position that we are in now Arguments are more successful with evidence and facts You have failed to provide either despite our constant requests for such Sure you have contacted various plaster companies and you are stating their comments based on what you have told them but not what they have seen with their own eyes I myself could contact the same companies and give them my version and they would easily agree with me We have been the ONLY company that has actually seen your pool in person and provided a demonstration on how to fix the issue Even if you had the documentation from Klapprodt's showing what they told you to purchase and the receipts proving that you in fact purchased them, doesn’t mean that you tested your water and put in the appropriate amounts Furthermore, if there was that much sediment in your pool, your filters would have needed replacing and or constant cleaning After nearly a year it is impossible to suggest that rock dust has caused this problem One of the biggest complaints from a pool owner is plaster fading and discolorationNine of ten complaints on plaster are due to improper water maintenance Improper water maintenance causes discoloration and or fading If you read your contract it clearly states in multiple places that we are not responsible for warranty for either regardless of the cause I beg you please get the Jack’s Magic, get your pool cleaned up before it gets even worse and enjoy your summer In the future, please consider hiring a company that does weekly pool cleanings and water balancing

The multiple times the rock work was redone was because the customer did not like the coloring of the rock Rock is a natural made material and our contract reads that their will be color variations in said rock work With that being said, we have, at our cost, redone the work to make the customer happy The rock is now a uniform color, which our subs hand picked out the lightest rocks in order to bring the customer happiness with her pool She continually compared the coloring of her rock to what we have at the shop, which is multi colored Despite the fact that her rock initially looked the same, the customer complained that it was too dark and thus our continuous rework The rework was not done because of poor quality but because we tried to make this customer happy We are not legally bound to find exact color matches in rock as our contract clearly covers this and were not obligated to do anything after the first time We have gone out of our way to make this customer happy We have even given them a retaining wall that was found to be needed on the project with out charging the homeowner as we pride ourselves on not nickel and diming our customers Most other companies would have charged for this extra work, we did not because we feel that it is our responsibilty to catch such things prior to contract signing It is unfortunate that despite our best efforts to to bring satisfaction to the customer and going beyond what is necessary to do so, that this customer is still unhappy I'm not sure what more we can possibly do We do not create stone that is pulled from the earth We give our best examples that customers can choose from for their material selections and inform our customers that there will not be an exact color match to our samples and even line out such information on a contract that is signed bu the customer We have not done anything deceitful and have done our absolute best to be more than fair and honest

My manager has told me has apologized and I have set you up for months of free pool service and they will be scheduling another pool school with youIn the future if you ever have any problems please call the office and talk to [redacted]

This is in response
to the customer complaint. 12-29-Contract
was signed, value of $53,568.23 1-6-Down payment
of $was paid. 1-7-Plans sent to
Electric co 1-22-Plans picked
up from Electric and sent to City. 3-12-City
approved the
plans (during this time the city official contacted Puryear and
told us if the home owner continued to call
them and harass them that they would deny the permit request). 3-24-Excavation
was done. 3-24-Excavation
payment was paid per contract (first 1/payment). 3-27-Gunite was
installed. 3-27-Gunite
payment was paid per contract (second 1/payment). 4-3-Tile and
coping started. 4-6-the home
owner texted pictures of the progress made of installing the stone veneer on
the spa to the superintendentHe
asked if she liked it and she replied “Yes we really like itHe is doing a
really good job”Once the tile, coping,
and spa veneer were installed the home owner requested we do not proceed to the
deck phase until a portion of the
veneer was corrected to their satisfactionA small area of the veneer was not
as straight as the rest, due to the shape of
the natural stone, coping was not level in this areaThis was corrected
During this time the home owner never
voiced being unhappy with the color or type of stone that was installed. 4-17-the home
owner gave approval of the stone veneer repair and we proceeded with decking. 5-1-after
multiple rain delays the decking was poured. 5-1-Decking
payment was paid per contract (third 1/payment). 5-2-the home
owner sent a text to the Superintendent that reads “I’m drumming up you some
more business!!!!!”
Customer seems completely satisfied at this point. 5-5-we started
building the retaining wall (cinder block portion) 5-6-we started
the stone veneer on the wallAt the end of this day home the owner sends a
text reading “it looks nice”At this time
she asks if the wall will be taller than what she seesThe superintended
informs her that the wall will be about 12”
tallThe contract reads SF (square feet) Retaining Wall, LF (linear
feet) Wall Cap, and LF (linear feet) Concrete
FooterThis means the wall will be approximately inches tall and feet
longThe wall needed to be
longer to help with proper yard drainageThe superintendant was prepared to
build the wall approximately
inches tall and feet long at no additional cost to the home owner 5-8-the home
owner requests a price to make the wall tallerShe had assumed the wall to be
18”-24” tallShe also voices her
concern of the color of stone being usedThe superintendent provides her a
price the same day to raise the wall to
18”He offers to have the stone that she does not like be removed from the
yard and some different stone
brought in 5-9-she insisted we build the wall taller
and refuses to pay any more moneyThe superintendant explains he is not authorized to
build the wall tallerHe let her know he will put the job on hold until this
is resolvedHe informs her that he will
have the owners of Puryear Pools contact herShe replies “The job does not
need to be put on hold Put the wall to
inches and cap leaving all stone work off the wall”Put a co in for thisGet
it to me asap and we will sign off”. 5-11-she sent a text saying “finish the
way you originally planned”. So we
finished the wall inches tall, with the same stone
veneer that is on the spa. We have since
completed a clean up, rough grade, and rerouted sprinklers to her
specificationsRemaining is to spread one load of top
soil, plaster the pool, punch list, start the pool equipment, Final inspection,
and perform pool schoolWeather has
been a huge set back during this pool buildWe are currently on track to
finish the project in the estimated time
that reads on her contract including weather delaysWe have built her pool to
meet the contract, and have even included
some extra amenities at no additional chargeThe pool is built to code and has
passed all city inspections
required to dateWe think she is currently happy

Puryear finally did reach out to us but it was too late the damage was done. An offer was made to repair the problem by *** *** but rescinded. We are not claiming that Puryear took a long time to address the sediment from the grinding of the spillover rather we are stating a factWe kept being told that the spillover was flowing the way it should. We have found some emails since the filing of our original complaint.so we can recollect some of the timing of eventsThe grinding of the water fall stone was done when the weather had changed a little and it was very windy. We had requested from *** a list of dates that warranty work and date work was performed and was denied this requestIts our recollection that pool school was 60-days from the date of finish as of August indicated an email we found from ***. So the date of August is incorrectIf the spillover was actually fixed on August 20th as your statement has indicated the problem could be worse than we are thinking. It’s our understanding that the plaster takes a long time to cure but the first days are critical. The pool was finished on the 5th of August which means the grinding of the stone (August 20th indicated in your response) took place during first crucial days. The dates of August 25th and August 27th were to address a leak. We noticed that we had to replenish the water line and *** called about this numerous times. He finally spoke to *** to tell him his frustrations of lack of response. Kevin came out and it was decided a bucket test was in order and a leak was found. The 25th and 27th was to repair the leak which was done by repair guy not ***. We have always used the same company to check our water weekly and adjust if needed any chemicals we are told to useWe have used the same company for over nine years and never had an issue regarding stains with our pool at *** *** *** for the nearly years that we lived in that house. Your first response to a review on the internet stated that *** came to our house regarding this staining of the stone plaster*** did not come to our house until week of May 16th only after I called to say *** never came out and addressed the problem. *** *** came to our house on April He told us as I stated earlier that Puryear could drain the pool and acid wash or do the chemical approachThe first option (drain the pool) we were cautioned could cause roughing slightly of the pebbles and second option was told to us would take 6-months to see a complete resolution. The 6-month time period was not something we stated but something we were toldThe problem was the service people never showed up as *** stated they would and that is why *** was called. Mind you that we had been calling about this problem for months. *** assured us he would come out the following week but that never happened. When we finally did get in touch with him he apologized and said he had someone with an indoor pool have a problem that took a long time to address. *** did come out and did some testing. He told us that it was a ph problem that caused the issue. He went on to state that the ph should have been kept at ph during the winter months. This is a statement later denied by ***. We had no reason to state this as it would serve no purposeHe handed a small envelope of *** *** product and said you will need to get this product and it will take care of the problem. The envelope is stain solution #the copper and scale stuff At this time we are becoming very concerned about the conflicting information and whether we had a fixable problem. We called Pebbletec, Stonescape and Crystal stone to obtain their opinion regarding the circumstances as we did not want to make assumptionsThe facts were given as they played out as we wanted not to sway opinion and all agreed that Oklahoma chop is a natural stoneNatural stone that has minerals in them Sandstone is a type of rock that forms when grains of sand are compacted together over significant periods of timeNormally this sand is rich is quartz but can also contain other minerals and materials such as calcium carbonate and silicaWe had grinding of these rocks going on for hours to a point that our pool was completely cloudy for weeks upon weeksThis was not a little cloudy it was couldn’t see in the bottom cloudy. We were told by Puryear that the cleaner would pick the debris and sediment up. It is now our understanding that this sediment could not be picked up by the pool cleaner. It has also now being told to us that this would have needed to be removed immediately or it was going to sink to the bottom and over a long period of time it would continue to harden along with the pebble plaster (as it was a new pool and hardened of the plaster takes a long time to cure completelyThere is a big difference to water flowing over a rock and grinding the rock and allowing all that sediment to fall into the pool at one time. A fact we believe you are aware. The point missing is that we started to notice this problem beginning to happen months ago and kept being put offThere is a lack of communicationThe response time was lacking on this matter as wellGood example is *** came out on April 19th and stated what he would do and we waited for someone to show up and it didn’t happenA phone call was made to you and it took a whole month before you came out which was May We didn’t make up the 6-month time periodThis time situation was stated by *** ***We DO NOT have our fill using our well water and this was told to you and ***It is set up to come from the house waterThe point is why are we fixing a problem that we did not create? I believe a person at your company can verify that we are responsible pool ownersI will reiterate that PebbleTec and the other companies all said checking your water once a week and adding what the company tells you to add is all you should have had to doThere is nothing different then plaster or pebbletec in this regard it requires same maintenanceThe owner told us on the phone that he would deal with the issue but that is not what happened. He showed up announced that this is what you need to do. This is the problem we have here It became our problem to fix and that is where we left in disappointment. We have never once stated what the stain is but rather were told that it was calcium. We did everything we were supposed to do in maintaining our pool and we are NOT responsible for this mess. The option of draining the pool and doing the acid wash was rejected because it was our understanding this would cause the pebble Tec to become a little worn down. We also did mention that expense of refilling the pool. Your cost analysis is for filling the pool is wrong according to the City of Keller. They are stating it is not a simple multiply by gallons and price per gallon. They are stating there is no way it would only cost $or so to fill it. They are telling us that during our fill our water bill was in the high $range. Also mentioned is the water testing recordsWe went to *** about pulling all the records of our weekly water check since the pool was built and unfortunately they had a computer problem and lost all records and only have records from April We cannot control their computer issues but I am sure they will verify that they had computer problems and lost a lot of dataThe people that we spoke to are all representatives from pebbletec type companies which we had already statedWe never stated that we would not attempt to utilize the products and we immediately began consulting with *** at *** *** and *** to determine what needed to be done because *** did not tell us all the particulars involved in the process of utilizing the *** *** products*** knew this because I called him to consult with where the valves for the heater were as they needed to be turned off to do *** *** treatmentWe have not been able to use our pool for over weeksI have been driving back and forth to the pool store and on the phone daily with *** ***We have spent over $(I have all receipts) trying to rectify this problemAs of today June 7, we have a pool that looks horribleToday we had a representative from the Stonescape company outA decision will be made by weeks end what needs to be doneWe trusted Puryear with nearly $80,to build our pool and we would expect whether it was $or $a company would admit their mistakes and take accountability of their word and fix a problem they createdInstead they chose to try blame the customer stating the customer did something wrong

Although some of the events he listed are accurate, not all are correct; he also has neglected to tell how many times they had to rework several parts of the project due to poor craftsmanship and wrong communication from Puryear to their contractors.

My manager has told me has apologized and I have set you up for 2 months of free pool service and they will be scheduling another pool school with you. In the future if you ever have any problems please call the office and talk to [redacted]

We were hired by Mr. [redacted] in July to service his pool.  We were taking over a pool that was neglected and very green.  I have included a picture dated 6/21/16 to show.  After several weeks of shocking, brushing, and cleaning we got the water cleared up enough to reveal a really bad...

case of black algae on the walls and floors.  I included a picture dated 8/16/16 to show.  We continued to shock the pool and battle the black algae the entire rest of the summer.  It is one of the hardest algaes to treat and it grows inside the plaster which makes it almost impossible to get rid of.  We would shock the pool enough to put it at bay as in the picture dated 8-22-16 but the slightest rain or heavy use of the pool would cause the algae problem to flair up again.  With the algae inside the plaster as evidenced in the picture dated 10/3/16, it became a pool that was very hard for us to maintain.  On 10/27/16 Mr. [redacted] told us he would not like our service any longer. The last weekly service we performed was on 10/31/16 and I again included a picture of what it looked like when we left dated 10-31-16.  Mr. [redacted] called the first week of November while we were out of town at a Pool Show and threatened to go online and bad mouth us if we didn't offer to drain and acid wash his pool and replace his filters again "at our expense".  As a courtesy and trying to keep him from going online we sent our service manager out who found his pool green and turned off.  He dumped 50lbs of shock in and turned his equipment back on.  Three weeks later we sent someone by as a courtesy to check on his pool and backwash his filter for him.  The pool looked good at that time.  I believe that we could have done a better job of getting his pool turned around this summer.  He had every right to fire us.  As an apology we refunded 1 month of service, 2 trips out there, and over $200 in chemicals were given to him. As for the filters I would be happy to replace his.  He can come by office anytime and pick up a new set.  The booster pump we had nothing to do with.  If that is the original booster pump, the average life span is only 6 years on an 8 year old pool.  There is no "plate" that we left off .  There is no maintenance required of that pump so a service tech would not do anything to that pump. He also stated that we drained his pool by backwashing it and made his pump run dry.  His pool is 863 Sqft so to drain it 3" would take the pump running over 20 minutes.  A usual backwashing takes less than 3 minutes plus we are also not responsible for the water level in the pool.  That is a homeowners responsibility.

I will have my office send you a check for the $780 so we can resolve this matter.

Our reputation means everything to us and while we have continuously tried to reach out to you to help you with your plaster issue, it is disheartening to see that you have taken to social media to depict a very hurtful complaint. We could easily block this comment and “make it go away” but instead...

we are choosing to inform the public our side of things and also to put in writing a reiteration of points made to you this week and solid facts.To start, you claim that we took a very long time to even address your spillover issue after multiple calls and complaints. We GPS track our vehicles, and we did the repair on August 20th, 2015. Your pool school was performed with you on August 12th, which means that less than 2 weeks went by before we did the repair. This is a very fast turn around as we would have scheduled this with our subcontractor. You made mention that we did not come and clean your pool after the repair was completed. We sent our service department out on August 25th, 2015 and again on August 27th, 2015 to get the pool cleaned up. You have calcium build up on your pool which is caused from improper chemical maintenance of your pool water. We don’t believe that you are denying that it is calcium buildup on your pool. You are claiming that this is not because of poor water maintenance but from the dust from the repair 9 months ago. The dust is from the grinding on sandstone which would then become sand. Sand does not stain plaster. When [redacted] was at your home, he suggested the build up was from a high pH in your pool over a long period of time. You argued that was impossible as you had your water tested weekly at a testing facility that showed your water chemistry was optimal. So if you are agreeing that you have calcium build up in your pool and blaming it on the dust from 9 months ago, the testing facility should have still shown you that the calcium level was too high, regardless of the cause. To say that your water has always tested perfect cannot be true or the facility that you are choosing to trust has been misinforming you. Furthermore, if you continue to claim that the stone has calcium in it and it was added to your water from grinding, it would be safe to assume that since all natural rock (you have Oklahoma by the way) wears down over time that calcium would be going in to your pool whenever you are running the spillover feature and if this was in fact a problem, all of our pools would have similar issues to you as their water runs over the same rock into their pools daily. To reiterate, you can’t claim that your water has been perfect for the last 8 months then blame this on calcium which is something they test. Fun Fact…some calcium in water is a good thing. It only becomes bad when your pH gets too high and causes the calcium to leach out of the water. Seven months after the repair was made you call about a white haze that was forming on your plaster. If it was from the dust, why wait this long to call? After sending several people to your house to try and explain this, the owner personally went to your house and used a Stain ID Kit to prove to you that it was scale, which formed from having a high pH. He not only told you what chemical to purchase to rectify the situation but demonstrated the ease in which it would work and cleaned a spot to show you. These chemicals will take 2 days to approximately 2 weeks to notice a difference, not 6 – 8 months as stated above. We offered an easy solution of acid washing your pool, however using the chemical suggested above is easier on your plaster, but you claim that you do not want to spend $1500.00 to fill your pool back up as that is how much it cost you to fill it last time. This is not the cost of filling a pool so we are not sure as to why your water bill was so high at that time. To help you calculate the actual price of filling a pool, we contacted the City of Keller to inquire about residential water charges, which are between $3.62 to $5.92 per thousand gallons, depending on how much water you use. Your pool is 24,000 gallons, which calculated at the top rate of $5.92 is only $142.08. While you filled your pool using city water, your auto fill is hooked to your well. When your pool is filled using well water and you have black plaster, scale is always going to be an issue. We have asked for your water testing records which you will not provide. You claim to have spoken to several experts but you will not disclose who they are. We are a nationally recognized pool builder who pride ourselves on customer service and helping a customer when needed, and often free of charge. There are chemicals that can help you with this, yet you are refusing to use it. You trusted us with your money to build you a pool so we do not understand why you are now choosing to trust a water testing facility over a Top 50 pool builder in America that has built thousands of pools, on how to take care of your pool. You are choosing to take advice from people that have never been to your house, and have not ever seen your pool or plaster. Why aren’t you questioning this company who gave you “perfect water reports” when you aren’t even debating that calcium build up is the issue, regardless of the cause. The scale you have is not something we put into your pool. It is a water chemistry issue. The owner personally came to your home and cleaned a spot to show you that it is scale on top of the plaster and not an issue with the plaster itself. We have only tried to help you and we do not understand why you no longer trust us. It is perfectly normal for new pool owners to have improper water balance. This is why there are so many pool service companies out there that do weekly maintenance. We only want to help you and have gone out of our way to try and do just that. This is a simple fix that we have told you how to go about doing it. Not only have we communicated the same information to you, we have made to service calls to your home (one done by the owner) to discuss your options. Typically we charge $95 per hour for a service call and we have not charged you for either one of these visits. To say that we show no accountability in our mistakes is far from factual. If we do not hold ourselves accountable, why then would we have sent anyone to your home to adjust the spillover in the first place? We not only admitted the problem was ours but fixed it at our cost. We admitted when we made a mistake and spent the money to fix it. The water chemistry is your mistake, or rather the company that has been misguiding you on your water chemistry, and therefore must be fixed. This is not our mistake and we are not paying for this one. May we suggest you contact the company that gave you false information about your water chemistry and ask them to pay for the chemical necessary to fix the problem with your plaster?  We have asked for the weekly reports from said company to see what they have been telling you to add to the water and you have refused to give it to us.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  The pool is available for repair immediately.  We would also appreciate the potential problem of a leak to be addressed at the same time.  Thanks for you help in this matter.

Once again, I remind you that I can back up my dates with GPS location information on our vehicles.  You continue to tell us that we are wrong and you are right but you cannot give any evidence that you have cared for your pool.  Let's assume [redacted] cannot find 9 months of weekly records of water testing because of a computer glitch.  Can you provide any receipts showing your purchases for the chemicals you should be adding to your pool?  To further the point that you are neglectful, you have continued to allow your pool to sit "unusable" as you have stated only allowing the problem to get worse...all the while continuing to blame us for having an unusable and cosmetically flawed swimming pool.  You have to admit that knowingly allowing the problem to continue only worsens the plaster and yet you still choose to do nothing even when we have told you how to fix the issue.  Why would you risk your investment over your ego?  I just don't comprehend why you continue to have the energy fight us on this matter when you haven't even made ANY EFFORT to fix the problem in the manner we have suggested.  I can certainly understand your arguments if you have tried that and then complained about the price of the chemical or worse yet if it didn't fix the problem.  You just continue to assume we are wrong without making any efforts.  If you don't want to maintain the pool now even when you know you have this issue, who is to say you cared week to week to maintain your chemicals?  On a side note, we were planning on offering said chemical to you free of charge until you continuously verbally attacked and threatened multiple employees.  No one deserves to be disrespected in this way.  We were going to offer the chemical to you on our dime, not because we felt like we were at fault, but because that is the company we are.  We have an outstanding reputation and have been recognized for 5 years in a row as a nationally recognized pool company by the pool industry's top publication.  We did not earn this prestigious award from backing away from responsibility. Unfortunately your decision to increasingly harass us and slander this company on every internet outlet you could find led us to the decision that even when the chemical we provided to you was used and fixed the problem, you would again point the finger of blame at us when your pool meets the same fate another year from now and leaves us in the same position that we are in now.   Arguments are more successful with evidence and facts.  You have failed to provide either despite our constant requests for such  Sure you have contacted various plaster companies and you are stating their comments based on what you have told them but not what they have seen with their own eyes.  I myself could contact the same companies and give them my version and they would easily agree with me.  We have been the ONLY company that has actually seen your pool in person and provided a demonstration on how to fix the issue.  Even if you had the documentation from Klapprodt's showing what they told you to purchase and the receipts proving that you in fact purchased them, doesn’t mean that you tested your water and put in the appropriate amounts.  Furthermore, if there was that much sediment in your pool, your filters would have needed replacing and or constant cleaning.  After nearly a year it is impossible to suggest that rock dust has caused this problem.  One of the biggest complaints from a pool owner is plaster fading and discoloration. Nine of ten complaints on plaster are due to improper water maintenance.  Improper water maintenance causes discoloration and or fading.   If you read your contract it clearly states in multiple places that we are not responsible for warranty for either regardless of the cause.   I beg you please get the Jack’s Magic, get your pool cleaned up before it gets even worse and enjoy your summer.  In the future, please consider hiring a company that does weekly pool cleanings and water balancing.

The multiple times the rock work was redone was because the customer did not like the coloring of the rock.  Rock is a natural made material and our contract reads that their will be color variations in said rock work.  With that being said, we have, at our cost, redone the work to make the customer happy.  The rock is now a uniform color, which our subs hand picked out the lightest rocks in order to bring the customer happiness with her pool.  She continually compared the coloring of her rock to what we have at the shop, which is multi colored.  Despite the fact that her rock initially looked the same, the customer complained that it was too dark and thus our continuous rework.  The rework was not done because of poor quality but because we tried to make this customer happy.  We are not legally bound to find exact color matches in rock as our contract clearly covers this and were not obligated to do anything after the first time.  We have gone out of our way to make this customer happy.  We have even given them a retaining wall that was found to be needed on the project with out charging the homeowner as we pride ourselves on not nickel and diming our customers.  Most other companies would have charged for this extra work, we did not because we feel that it is our responsibilty to catch such things prior to contract signing.  It is unfortunate that despite our best efforts to to bring satisfaction to the customer and going beyond what is necessary to do so, that this customer is still unhappy.  I'm not sure what more we can possibly do.  We do not create stone that is pulled from the earth.  We give our best examples that customers can choose from for their material selections and inform our customers that there will not be an exact color match to our samples and even line out such information on a contract that is signed bu the customer.  We have not done anything deceitful and have done our absolute best to be more than fair and honest.

We appreciate your response but would like to know when you will be able to start the work.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  Puryear Pools has failed to take responsibility for their service issues that resulted in significant expense.  This included $280 for new D.E. filters that needed to be replaced after only a few months because of Puryear's failure to properly service the pool. The Puryear response was also factually inaccurate regarding how their service technician ruined my booster pump that cost $500 to replace.  As I previously communicated to Puryear, I have evidence of a text from Puryear Pool Service Department that [redacted] came and performed work on my pool on 12/12/16.  On the same day, the booster pump glass cover was left undone and the in auto program mode. The system went dry as a result and burned up the pump.  The reference by Puryear that the pump was older and not their issue is the same as loaning a used car to someone, have them total it, and then they tell you it was an older car anyway.  The booster pump had no issues prior to 12/12/16 reported by me or by Puryear, who was supposedly servicing the pool.The offer by Puryear for me to pick up new filters is disingenuous.  Puryear gave me no choice after months of patience then to finally seek support from another company ([redacted]).  The alternative was absolutely necessary to allow further decay of the pool.  The filters were therefore replaced after only a few months at the cost of $280 per the invoices I have previously submitted.  I still have the previous filters destroyed due to lack of appropriate Puryear service as evidence.  Puryear needs to reimburse me for that $280 expense as well as the invoice for $500 to replace the booster pump that they ruined.Puryear is correct that I initially asked them to take over a pool that was in bad shape.  Unfortunately, they made it much worse.  Multiple Puryear technicians due to turnover, missed service appointments, inadequate chemicals initially applied, failure to properly backwash and relieve system pressure that ruined brand new filters purchased from Puryear, and a destroyed booster pump due to technician error.I will continue to seek reimbursement for the $780.  This is the minimum resolution considering the expense incurred, the summer months my pool was unusable, and the frustrations of managing this matter. 
Regards,
[redacted]