ComplaintsforPure Home

• Initial Complaint

  10/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dates of Work: 09/28-10/03 I had a small prolonged water leak from the back of my toilet. It created a mold problem in my downstairs half bath floor and the crawl space. I hired Pure Home to remove the mold, water damaged wood, and to fog the house and crawl space as well as clean the cross beams in the crawl space. *I have attached the entire story because of the character limit.*After the job was complete we were not given a walkthrough. We did one ourselves and found that the crawlspace still had water damaged wood and that the spray left spray stains on the cross beams. Because of the staining it was easy to see just how inconsistent the spraying was. We the contacted a mold testing company and received a report that showed our house still has elevated mold.

  Business response

  10/18/2023

  Good Day Mr. and ***************,

  As we have mentioned before, we are happy to have our supervisor come out and reinspect the property to ensure that the remediation was done correctly.  Unfortunately, you have not afforded us the opportunity.  We called you several times and you have not responded, we would love to re-service the area, please let us know when.

  Customer response

  10/18/2023

   
  Complaint: 20727749
  
  I am rejecting this response because: We feel taken advantage of by your company. From our experience, we do not feel Pure Home is qualified to deal with mold as evidenced by the previous actions of your employees. We have zero faith that allowing your company back in our home would accomplish anything other than costing us more money and causing us more stress. We have hired a new company which has only strengthen our resolve to not allow you back into our home as we now see how a real mold remediation should occur.

  The phone calls we received from Pure Home (******) occurred after we posted a negative review, but before we had the mold levels in our home tested. We would also like to state that on our last phone conversation with **** we did let him know that we had found wet wood in the crawl space and we did not feel the job was complete. On this phone call **** acknowledged that no one from Pure Home had done a final walkthrough with us on this project. He downplayed our findings and insisted we pay immediately. This would have been his opportunity to rectify the mistakes, but he opted to give us a small discount to move on. We were not told we would have a NET ZERO payment option. Pure Home should have waited until we had our mold tests completed. 

  What we desire is for your company to own up to its mistakes and acknowledge you did nothing correctly on our job in regard to the mold remediation and to refund us at least a large portion of the money we paid you, because the only thing you accomplished was replacing a piece of our subfloor and removing some dry wall. 
  
  Sincerely,
  
  *************************

  Business response

  10/19/2023

  Good Day ***************,

  We can see from the results that the control is higher than the inside.  We are happy to have a conversation to walk through what has been done.  Please let us know how we can help by calling the office.

  Best,
  Customer Service

  Customer response

  10/23/2023

   
  Complaint: 20727749
  
  I am rejecting this response because: We will not be having any conversations via phone. Everything can be in writing. In regard to the report, there were mold species (mainly Cladosporium) which was found in the house and not in the outdoor control. Therefore, the mold levels in the house are deemed toxic. We do not require your help with remediation. We hired another company that was able to get us a clean mold report. We are asking for a refund of $1,707.06 (invoice attached) since we had to hire another company to do the job PureHome couldn't in 2 attempts. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  02/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Pure Home Technologies has not delivered on their promised work on our kitchen remodel. ******************* promised us a fully customized kitchen remodel, assuring us we can fully choose what we want. However, once we began making choices of sink, backsplash, countertops, etc, we were told by the ** that we are going outside of cost. We were never provided limits or ranges for cost we were to stay within by *********** upon signing the agreement. From the date the company started the work, they made numerous mistakes and conducted work that was low quality, stressful and unprofessional. For example, they cracked cabinets when s******* them in, then refused to replace them and offered to fix them, when we did not accept the poor quality fixes, they delayed work. They still have not replaced one of the cabinets and are now telling us that it was our fault although we have all documented in pictures and texts. Many cabinets are hung unevenly, and many cabinets have scratches on the outside and inside due to poor labor. The cabinet for the built-in oven was sized incorrectly and when our appliance was delivered, the oven was unable to be installed. The cabinets over the fridge do not fit, and their solution was to place a 3 inch panel to correct this. This was not shown on the rendering. This is not a custom cabinet for our kitchen. The countertops were cut incorrectly to fit the sink and cooktop. Although the specs were provided to *****************************, the ** many weeks in advance. They're still refusing to correct this. A lower cabinet was covering the vent and ****** stated in a text message that they do not see an issue with this. We engaged **** for resolution and he refused to correct the mistakes or address us with respect. Both ****'s and ******'s texts were rude, bullying, and unprofessional. When **** came to our home he represented himself to be the owner of the company when confronted via text he stated he is not. This company has put our family through tremendous stress.

  Business response

  03/03/2023

  We have refunded the client.

  Customer response

  03/06/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  02/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Pure Home is unprofessional and will grossly overcharge you if you are not careful. They charged us $7.385.00 for a job that should have been less than half of that charge.The problem was not solved and they will not even discuss the unbelievable charge. In their presentation they made the problem sound like a dire emergency and had to be done now. My husband and I are in our mid 70s and on a fixed income. Because of the urgency they implied and reference to an Engineer repeatedly we felt this was a much bigger problem than it actually was. A total of 9 hours was spent on this job, none of which had skilled workers in the mold field. At no time during the 9 hours did anyone (engineer) show up to inspect any of the work going on or had been done. I urge anyone thinking of doing business with Pure Home to be careful and check with the BBB and ***************************** prior to a contract. We feel this company is a scam and we are reporting to both.

  Business response

  02/13/2023

  Good Day Mr. and ***************,

  We have tried to contact you several times to perform a service call and identify what is the issue.  We dismantled your deck and installed French drains, to your specific request.  We have called you several times with no answer.  We have performed all the work contracted.  You performed a rigorous walk through to ensure you were happy and did not pay, or accept terms, until you were completely satisfied.  We even did waterproofing which was not written on the contract.

• Initial Complaint

  12/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I hired these people to remove mold from my basement on or about November 10, 2022. Because of the inconsistencies in the information that they were giving me, I had the area tested again for mold after they did the mold remediation. There was absolutely no change in the mold reading. Not just that, but you could still see active mold in the area that they treated. I have asked them 6 times for the material safety data sheet for the substances that they used on my home. Over a month and I have received nothing. The actions or inactions of this company are putting my family in danger.

  Business response

  12/21/2022

  ****************, there is still a balance that is due to Pure Home.  We recommended a protocol that you rejected.  The SDS sheet has been provided to you prior to the work being started. As a repeat client, we entrusted that you would pay us and you have not done that despite the several times that you have promised that you would. 

• Initial Complaint

  07/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid Pure home over $15K to install 22 windows and repair rotted wood around 1/2 moon window. 19 of the windows was to be full screen, 1 was to be tempered glass because it is a picture window over a bathtub (this is GA code). Job started in Nov 2021 I paid balance in Jan 2022, Pure home showed up to install the windows (Nov 21), 2 of them was the wrong size and the tempered window came broken and was not tempered glass. Pure home installed *************************************************************** they would order the 3 windows and come back to replace and the picture window will be tempered glass. When they left they left the 2 wrong size windows in my garage saying they did not have enough room on the truck and would pick them up when they come back to install the other windows and repair wood. Pure home called me for balance due in Jan of 2022. I informed them I would not pay the balance until the job is completed, **** w/Pure home (sales director) got on the phone and ensured me the windows was ordered and job would get completed as soon as the windows arrived however, they needed to close out their books for 2021. I payed the balance. In Feb, I called for a status on the 3 windows and **** state the account was closed out and he thought the job had been completed. I informed him it was not and he sent someone out to measure the 2 windows again and ensured me the job would get completed. Pure home came out and install the 2 wrong size windows however they had the 1/2 screens instead of the full screen. I asked about the wood repair around the 1/2 moon window and was told they was not informed to repair the wood. I was told they would order the full screens for the 2windows, the broken window with tempered glass and repair the rotted wood back in Feb 22. I have been calling/e-mailing them since Feb and no response or call backs. They no longer answer their phones and have a 3rd party answering service.

  Business response

  08/04/2022

  Good Day ******,

  You have had conversations with ***** ****** and *****.  We explained that you did not pay for the tempered glass and that we had to do a special order for you.  We are still waiting for the replacement windows, due to an ownership change with the window manufacturer that has caused delays that several clients are dealing with.  This delay has put us in a difficult situation and we ask for your continued patience with the replacement windows.  

*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. ↩