Purewater Total Home Leisure

*Beware of the cancellation policy* We just bought a home where the previous owners had recommended Purewater for servicing the spa. Unfortunately, my interactions and experience has been nothing but unpleasant. I requested for a close down of the spa, but had to consistently follow-up to get a date, which was only scheduled for 3 weeks later. An earlier date did open up for rescheduling but just as I confirmed, another service provider was able to serve me sooner. I called the following morning to cancel and unfortunately they charged me $50 since their idea of two business days cancellation is actually 3 business days - not the 48 hours they otherwise claim. They are clearly large enough that they don't value my business amongst the 100s of other clients they have, but they have lost a repeat client due to lack of flexibility and misleading cancellation policies.

Edit. Finally got the table installed Oct 4th. The install crew Stefan and Andrew were amazing. But it didn’t end there. While going through everything we noticed the billiard balls were missing. Lucky we had also ordered a set of snooker balls so we could still play. We have to pick up the billiard balls in store (we will be in the area so not a big deal) or they would mail them. We also noticed when playing the first couple games that the manufacture markings on the felt are visible on the end rail. Waiting for a response but it’s the long weekend so I’m hoping by Wednesday I get a response.

Communication has been non existent since we ordered our pool table. We talked to a sales person in January through email and were told if we order soon we will be in the spring shipment. So we came in and ordered a 4.5x9 billiards table with extra drawer, snooker balls, upgraded the felt, and wanted delivery and paid extra because of the distance. First, in January, we were told we would get the table late spring or early to mid summer by the sales associate. February, the service coordinator contacted me to get some information and I was told mid summer. When I hadn’t heard anything around May I contacted their service coordinator and was told August. August 5th rolls around and I haven’t heard anything so I contact again. This time I’m told early September. I ask why is there a delay and get told “ My apologies, but I am not sure why there has been a change in the ETA.  “. So I contacted the sales person I was dealing with and asked if he can look into it he said he contacted the manufacturer and they said it should be in the next shipment and should be there mid to late September. I emailed September 5 to see what’s going on It’s now September 12 and still no contact from ANYONE. I understand it can take a couple of days to respond to their many customers and that the delays may be out of their control. HOWEVER, THIS SHOULD BE COMMUNICATED. I would be significantly less upset if I was contacted and told “hey, there has been a delay at the manufacturer so your order will be delayed by a month”. Instead, I have been ignored unless I chase them down for answers. Considering the amount of money paid for this custom table and the complete and utter lack of customer service once the purchase was made, it has made my wife and I decide to look elsewhere for a hot tub.

We just bought our hot tub through Purewater. Staff were so helpful, great to work with and went above and beyond to help us. We bought our pool table through them years ago- and again - the service was amazing. Everyone is lovely to deal with, professional and they know their products.

We’ve been using Purewater for pool opening/closing and sometime maintenance since buying our house 4 years ago. Service has always been excellent, with the office and pool service staff always friendly and professional. Quotes for work are detailed and accurate, scheduling is clear, and response times to requests are very reasonable. I’d never owned a pool before this and the service staff who work on the pool, and the staff in the water test lab in the store, have been happy to help me learn what I need to do to be able to maintain it myself through the summer. The pool, deck, and shed are always left clean and tidy. Great service all around.

Bought my hot tub here in 2016 and had it repaired last year by them. Great service. Always go there for my supplies. Wish the bubble hockey tables were cheaper though! Wink.

See those negative reviews on the after sales support and service? Believe them. Brand new hot tub purchase which is already significantly leaking. Getting a response from anyone other than sales is like pulling teeth, and be prepared to wait a minimum 4-6 weeks in turn around for service. If you're considering dealing with them, go with somebody else.

Edit: Bumping from 1 to 3 stars. I can't knock the sales or service folks (Seth and Stefan are great respectively). Be prepared to throw a wobbly to get anything moving, though. My whining led to a sudden cancellation availability, and I really hate having to do that.

Used their vacation pool cleaning services. Was not impressed. First cleaning they charged us for a huge amount of chemicals, we've never had to use 10 scoops of shock even when the pool was green + pucks +. They left the pool with severely low water levels and wrote in the report for us to top it up. We were away on vacation.our neighbors sent us pictures and the bottom was covered in white powder from the shock which is bad for the liner. When we brought this up to the manager they honestly just seemed annoyed and kept saying the pool was green and had zero chlorine levels and that the cleaners only have 1 hr. When we explained that they should vacuum to filter vice waste and then backwash we could tell they didn't understand as that would prevent the water levels from getting too low within the 1 hr they are allocated for cleaning. We asked if they pre mixed the chlorine powder prior to throwing in and they said they agitated in the pool. That might work for 1-3 scoops but 10! The chemical cost was double the cost of the cleaning services and frankly was a rip off. When we explained that a neighbor had to interveen due to the water levels they seemed sympathetic but didn't offer any discount. We are giving a three star as at least nothing broken but did not feel like we could trust them and wouldn't use again. Might be fine for regular maintenance where they can be supervised.

Great service in-store, staff are very knowledgeable and helpful.
Service Department is excellent - recently had a new pool filter installed and a liner replaced. Very happy with the work performed for both jobs, and with the follow up from the Service Manager and technicians on all questions and concerns I had along the way.

Always a pleasure to deal with for service on my hot tub. Spa Marty and his coworker are amazing service techs and able to diagnose problems fast.

I had a very bad experience. I went to check for a pump part, customer service was disgusting. Nobody greeted me, they were trying to rip me off with the cost of the part. Also, they didn't want to share the part number. I found the part somewhere else for thirty percent less in cost. If you want to save some money and get better customer service, go to some other pool place like Brady's, at least they treat you with respect, and prices are reasonable.

Very good at sales, delivery and water analysis but not very responsive when it comes to after sales issues. We had an issue regarding the installation of our hot tub which may result in an issue down the road if not resolved. After contacting service, providing more detail along with photos, we are still without an answer after a week. One would expect that as experts they would be able to advise as soon as possible. We are not looking for a service call but rather an answer regarding the installation of the tub. So far crickets! Update: The company was not helpful in providing advice or direction in preparing the base. In fact they steer away from it purposely in order to avoid any liability or issue from their end. Instead they rely on pictures rather than have someone come out prior to installation to ensure the site is prepared satisfactorily. As a result our base did not hold up on one end not catestrophic however enough to be low on one end by 1 1/2 inches. They didn’t think that was an issue however, aside from feeling like you’re drowning on one end, the aesthetics weren’t good. To fix it they charged us 2 service calls to simply push the tub out and then another to slide it back again 2 weeks later. All to say that the company really doesn’t care about customer issues. They will help but you figure it out and, you will pay full freight. Period. That kind of attitude will hurt them in the long run. The one positive for this company is the installation team, the lead Stephan is very responsive and takes his job seriously. If not for him, this company rating would be a one! There are much better, responsive companies out there

Amazing experience! So far we can say the sale, service installation and water testing of our Spa has been great!

Purewater was excellent to deal with. Their team was very professional and on time when they came to replace our pool liner.
We will definitely recommend to our friends!

We bought our hot tub here two years ago. We bring in our water samples for testing regularly. I find all of their staff very friendly, helpful and knowledgeable.

I’ve been to the store plenty of times and they always offer exceptional customer service. Last time I visited I had many questions and Andrew helped me out and helped me load my vehicle and I will continue using the store even though it’s a 45 minute drive away from my home.

They are the worst company ever for service calls. They made 4 trips, cost us almost 2K$ and it’s not fixed, and they couldn’t care less. It takes them 2 - 3 months before they can assess the problem. And even then, they can’t fix it. We ended up going to a different company to fix it. And they are amazing. Almost 1/2 price. New company brought up the fact that u can’t find a leak if it’s flipped on its side. Which is what pure water wanted us to do. This new company mentioned that with big companies like pure water, they don’t know what they are doing. My new hot tub company just cleans up after their messes.
I’ve been without my hot tub for 18 months because of pure water.
Worst company ever!

You’d have a better chance getting a response from trying to contact the dead rather than this business.

They don’t respond to phone calls or emails for days at a time.

They were contracted by the previous owner to install a new pool liner. They installed it with many wrinkles. They asked me to refill the pool and warm it up (at my expense) so they could remove them. They came back a week later and did not resolve the problems. Now they want to leave the problems until next year. Absolutely unacceptable. Horrible customer service and experience.

Update 1:

Finally received a call 6 days after an email. The sales person completely contradicted what the installer had said to me. Completely contradicted what's available online. The job started on the 12th, then 14th then 21st and all of sudden on the 23rd, it was too cold for them to finish. Not a single word from the person who did the install about weather. Absolute deception at play. The person was taunting me that they had already taken payment and it was their call when they would complete the process.

I have dealt with some great pool companies. Brady Pool just up the road provided helpful advice without hesitation and at no charge when I was experiencing filter issues. Campbell and Mermaid have also been great in the past. Best to look at them for your needs.

Very nice store. I bought a hot tub. Kevin was very helpful with my purchase. Totally recommend this place

They were very helpful great staff that work there great place to by ur pool stuff n have alot of hottubs in there showroom to look at as well.they knw there stuff.

Excellent customer service. As a new pool owner, I can't say enough about how good the staff is. Attend their Pool School seminar too if you can.

Great service, they always replied to my emails and questions
Very fast and nice service
Worked with me to get to my place on time I needed!
Would definitely recommend