ComplaintsforPurehome

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  05/29/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Horrible experience with Pure Home. Do NOT sign their DPA - theyll say its just Direct Payment Authorize but will later try to use it as a contract for services they did not render. Their DPA explicitly states its for remediation- mold, biohazards, etc., and has no verbiage related to repair, remodel, renovate, etc.At the beginning of the process everything was yes, no problem. Later on, everything was a problem. They also use this DPA to employ bullying tactics, get you locked in, and then tell you what color vanity you have to select or that you cant change the color of your cabinets even though insurance is paying them to prep, prime, and paint. ******* knew we intended to reuse our granite but went into our garage and took photos of minuscule damage and even coached me on how to take the photos once the home owners insurance requested more (screenshot). I still did not want to replace the granite. The ** **** did advise that they could give me a 3.5k credit toward something else for 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

  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.

  Customer response

  05/29/2024

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

  

  Business response

  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 response

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

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