Puryear Custom Pools

They installed my pool several years ago and currently service my pool. Their pool service is terrible, I currently have a cartridge pool filter on the side of my pool that the lid wasn’t put back on and it was leaking water all over the place and making a funny noise, my hot tub has no water in it and I called and left a voicemail, plus text the number that their phone system had me text with no response. I can share numerous texts and emails I have sent to their service number that ends in 5169 - I never get a response. I’ve emailed Kevin Terry before multiple times about fungus issues that happened right after they are the ones that cleaned my pool. I’ve emailed Brian Drake over the years, this company is terrible. Never have done anything to make up for all the mistakes they have made. I have to call them and email them at least 4-5 times a year about additional problems with my pool and equipment and it takes them weeks to get back to me and at least multiple calls.

Puryear Custom Pools (PCP) from the get-go, listened to what we wanted and delivered where other companies designed what they wanted to instead. Our goal was to add a pool/spa to our backyard and for it to be the centerpiece while the other companies wanted to add landscaping and throw a pool in. We were under contract in December 2021 and by April 2022 we were filling with water. We just completed our fourth summer with it and couldn't be happier with it and PCP. Our only regret was not doing it sooner. From design, to build to service, PCP has proven to be a professional organization that stands behind what they do. If for ever reason we are in a position to build another pool, our first call is to PCP. A special shout-out to Steve P., you're a rock-star.

Review update at ONE YEAR OF OPEN POOL SEASON: I have had a few problems with everything working properly, but not ONE time has Puryear failed to come out, and they continued to come back as many times as needed to find the problem. They also take total accountability for all problems and correct them right away. It took a while to find the problem, but they have handled it 100% without issue. All warranty work, 100% not an issue. Would recommend Puryear again and again! The entire crew is always very respectful, prompt and tolerate my crazy farm at each visit. Updated review, we're complete!! This was such a fun build and I'm so in love with our pool! We've had water for a month now, and they are still very much involved with the process to make sure everything is the way it should be! Thanks to George, the first tech that came out and taught us about part of the system. He is very knowledgeable, proficient and professional! Thank you, Puryear! Excellent process so far!

We had a large backyard/pool remodel that broke ground 11/2023, and was slated to be completed in approximately 3-4 months. It was complex, and we picked this contractor because he assured us “my pencil is SHARP” and he would get things done and not nickel and dime us. This guy was an utter disaster. Never seemed to be around, did not adequately supervise his crew, and the job site was always a mess. Damaged the cement on one of our terraces so we then had to retile all of the terraces. “Forgot” to remodel one of the retaining walls, so then we had to pay extra for that. Damaged the steps that he installed, used mismatched grout colors, did a horrendously sloppy job on tiling the pool waterline and coping stones, and the new pebble tec pool surface has multiple shades of blue and somehow brown. Did not properly plumb the waterfall and we had a leak out of a planter bed for months. Never plumbed the overflow from the spa to the pool correctly and so we had a leak in that for months, that covered our steps in efflorescence and cracked the decking underneath. The stamped cool decking, which he assured us “lasts many many years” is cracked and crumbling after 1 year. I constantly had to police and supervise him, always calling out problems and errors. Then this guy disappears after about 6 or 7 months. After calling the company multiple times they finally learned just how awful this sub contractor was and he is no longer with the company. I have subsequently worked with multiple members of their staff to redo and repair the majority of the job, but it is still not fully finished because of the failing cool decking. The staff that has been helping me in the last year have been gracious and understanding, and they have fixed almost everything that was done incorrectly, but I think some of it will just never be right (like the pool surface) and this is month 19.

Sasha was sensitive to our needs when a piece of equipment was inoperable. We scheduled service, but the service department was not able to complete the repair, having to schedule a third party to complete the work. It was just over a month before the problem was fixed. *note…we have been faithful customers for 4 years. Puryear has been the only vendor from our initial build to weekly/quarterly service maintenance that has worked on our pool (except when a third party was needed). For continuity, I’d like to continue this relationship. When your team members are as sensitive, responsive, and understanding as Sasha and many of the other front staff team members, it makes it easier to do just that.

Puryear Pools exceeded all my expectations. The customer service given by the entire team was over the top for my third pool. The sales and design we experienced with Alex was not only a joy but we feel we have gained a friend. Our builder Scott was always on site and scheduled our project seamlessly along with fantastic and professional subs. Josh in service handled pool set up with a plethora of knowledge for us in our first saltwater pool. Also, Puryear’s office staff is not only attentive but follows through quickly and efficiently. Hands down the best of our three pool experiences and we will confidently recommend Puryear to anyone who inquires. Thank you Puryear Team for an outstanding experience!