Business ProfileforPure & Secure, LLC

Customer Service is terrible. After a tremendous amount of research I chose to purchase the Midi-Classic. We took full delivery on April 18, 2024. After about a month, I needed to push the heater reset daily as the machine was just shutting down. I contacted customer service and they said they would mail me out a new heater reset switch to install. Pure Water advised that they were currently out of the replacement switches, so it would be a few weeks. Finally on June 5th they sent out the reset replacement switch. I asked if they could possibly send 2 out since it had been 3 weeks since I first notified them of the problem, but they said that was NOT possible. Of course, it was possible, they just didn't want to do it....even though I had basically been without the consistent use of the distiller for 3 weeks. While the reset was fairly easy to install and worked quite well from June 10th to June 20th, on June 21st I started experiencing the same problem. I have now been emailing and calling Pure Water a couple times each week asking what they were going to do. As of today, it has been OVER 5 weeks and I have NOT had the courtesy of either an email or a call from their customer service. Last week I let them know I was at my wits end, since it had been over a month and they had not responded with ANY communication with respect to my warranty. I advised them that if they didn't contact me last week, I would be leaving a very unfavorable review but ONLY as a last resort because it appears they have no concern for existing customers who are making warranty claims. This is not an inexpensive machine and I chose this company because they did have positive reviews. I have copies of ALL of my emails requesting assistance with no responses for anyone that is considering using this company for your water distilling needs. I do like the machine [when it works correctly] but I have no positive responses for such a poor level of customer service.

Hello Dana, I am so sorry to learn of your experience with us and I'm also sorry it took to posting here in order for me to find out. This my family's business and we truly do want our customers to be satisfied, so I am not pleased to hear this. I most certainly will be addressing this with my employees. Meanwhile, let's see what we can do to improve your experience with us. That is unusual that you would need 2 new resets right away. I would like to send you a new Midi distiller to replace the original one. We just finished building and testing a run of new Midis, so we can send a new distiller out right away. We will include a shipping label for you to box up the original distiller and send it back. I understand there was also discussion about the warranty with the delay of the stand, so the new distiller will have a new warranty period. Please let me know if you have any further questions or concerns, you can contact me directly at [email protected] or 402-467-9300 x 114. Kind Regards, Courtney Lawyer Vice President Pure & Secure, LLC 4511 NW 42nd St. Lincoln, NE 68524 USA