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Business Profile

Entertainment

Pure Flix

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 69 total complaints in the last 3 years.
  • 16 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/05/2025

    Type:Customer Service Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am upset. Most companies let you know you are having an upcoming renewal. I cancelled this and I want a refund of unused months. I dont recommend pureflix. They are dishonest and scam you out of money.

    Business Response

    Date: 04/10/2025

    We apologize for any frustration the unexpected charge may have caused. We appreciate you reaching out and we do see that on April 7, 2025 a refund was processed. It appears this issue has been resolved. Overall, thank you for your feedback as it does help us improve. 

  • Initial Complaint

    Date:01/30/2025

    Type:Order Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I cancelled my annual subscription with Pureflix in January 2024 after I was billed. I wasn't using the service. This year I get billed AGAIN for 108 and some change. I send a message to cust suppt regarding the situation and they respond with info about their current membership plan. Had nothing to do with my situation. I responded that I cancelled last year and being billed again this year. They respond that they DO NOT have an account associated with my email...mind you...I'm LOGGED IN to the Pureflix account associated with my email trying to figure out what's going on. And they said my email was NEVER registered with Pure Flix. I responded that it was strange that I'm logged into the account and even had to do a password reset and "somehow" an email from support was sent to my email (you know...the one that doesn't have a pureflix account associated to it) and I was able to reset my password and log in. Somebody please explain to me how I can get a password reset on an account that supposedly doesn't exist??? I sent them a screen shot of that email and now it's CRICKETS....haven't heard from them since when they were so quick to respond earlier. My account shows NO ACTIVE PLAN (as expected since I cancelled it a year ago) and doesn't display my card info. But having 25+ years in IT, I know good and well that just because data isn't displayed on the screen..DOES NOT AUTOMATICALLY MEAN the organization does not have your data. I tried using another email..just in case I signed up with something different. As expected, Pureflix couldn't find THAT email. So something shady is going on with Pureflix. Nutshell...I cancelled pureflix, got billed again and don't even have an active plan to show for it. I DO NOT want an active plan ...I WANT my money back AND proof of deletion of my cc info. I have no problem in submitting a CEO complaint if I have to.

    Business Response

    Date: 02/12/2025

    ****** *****

  • Initial Complaint

    Date:01/15/2025

    Type:Customer Service Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have been charged twice for a Pureflix account that I never signed for, and did not even know what Pureflix is. I tried to log in to find how I have been charged, but I do not have a login because I dont have an account. I have no idea how Pureflix has my bank info. Apparently I have a subscription I will continue to be billed for

    Business Response

    Date: 01/17/2025

    Hello, thank you for reaching out. We have reviewed our system and do not see where we have had a chance to speak with you. We would be more than happy to assist with locating the active account and coming up with a resolution. You can visit us at pureflix.com and request a password reset to log in. Otherwise, please feel free to call us Monday - Friday from 6AM - 6PM. We thank you for your time, and are reachable for question via phone/text at **************

  • Initial Complaint

    Date:12/18/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Every year I get billed by pure Flix ***** since 2020 I follow up with them and they assure me they're canceling the subscription they're going to refund my money and I have yet to receive a refund I asked for my $400 back today with supervisor I asked for items and writing to facilitate my claim they hung up on me and refused to give me anything in writing or any details please see attached emails for all details and dates

  • Initial Complaint

    Date:11/03/2024

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered a free trial and paid $59.95 for a full year of service thru ******. The features such as My List, save, and favorites with heart icons did not appear on my tv screen and did not work at all. They told me to reset my tv. That didnt work. I tried several options and nothing worked. So I asked for a full refund. They did cancel my service in the first week, but did not refund my money, so I filed a ****** claim. They said they would refund my money but only ****** could refund claiming they could not access the bank payment. They repeatedly refused to respond to multiple ****** inquiries to confirm the service did not work. ****** denied my refund, so I refiled a second time. Again customer service said I could have a refund but again they have refused multiple inquiries from ****** confirming the service is not working. I need this resolved and am due a full refund of $59.95. Their refusal to respond to ****** is the problem and they are lying repeatedly when they claim they cant access the payment. They can absolutely refund themselves from ****** just like they can accept payments from ******. This company is bordering on scamming people. I want my $59.95 back. I have already ordered ******** separately at a higher price because PureFlix does NOT work. My guess they have wrongly denied so many refunds a class action lawsuit is in order. I have read tons of complaints about them.

    Business Response

    Date: 11/15/2024

    Hello, we certainly understand your frustration with wanting a refund. We are always happy to assist especially when you aren't happy with the product and inform us in a timely manner, which you did do. The issue is that since a dispute was filed with the bank, this unfortunately ties our hands and takes away our ability to process a refund since the situation has been placed in the hands of the bank. We will not fight the dispute once it comes across our desk from the bank. The dispute process can be lengthy, but we will now need to wait on the banks process. Overall, we apologize for the misunderstanding. 

  • Initial Complaint

    Date:10/08/2024

    Type:Customer Service Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Pure Flix continues attempting to pull ***** after cancellation. I've logged into my account to view the yearly subscription and indeed it is cancelled. However they will not stop charging my card. I attempted contacting them by every contact method available on their website and they all stated some reason as to why I was unable to communicate with someone from pureflix. At this point all I can do is state my card is compromised and get another, but this business is deceptive because it's states multiple ways to contact customer support to resolve any issues, yet there is no one to actually communicate with.

    Business Response

    Date: 10/11/2024

    Hello, it looks like you were able to speak to our Member Services team and they were able to get you taken care of. Wishing you the best! God Bless!

  • Initial Complaint

    Date:10/05/2024

    Type:Sales and Advertising Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I just found out that I'm being charged for a Pureflix subscription that I never signed up for. I also never signed up for a free trial. I had never even heard of this company, and I'm an atheist, so I would never ever want to watch a religiously affiliated movie or show.

    Business Response

    Date: 10/11/2024

    Hello, Erica. It looks like you spoke to our Member Services team and they were able to clear up the confusion. Bless you and thanks for reaching out!

  • Initial Complaint

    Date:10/03/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I signed up for Pure Flix On February 27, 2023, I was able to log on once without issue, after that it kept telling me I didnt have an active account. I reached out to Pureflix and they said it was an issue with ***** and to create another Pureflix account, which I did, and resumed subscription, yet, I could never get into the account. I have made many good faith attempts in getting this resolved and after over a year of the back and forth, and Pureflix telling me today that I again dont have an active account though I have proof of monthly payments since last year, I am asking for help in getting a full refund from this company. I cannot believe a company would use my Faith to scam me out of my hard earned money!

    Business Response

    Date: 10/11/2024

    Hello, We can only imagine how frustrating this must be for you. There are various ways that people can sign up for Pure Flix and unfortunately as badly as we want to assist, we are unable to see what email address was used since the sign up went through the Apple payment system. We want you to be able to enjoy our content and hate to lose you over this situation. We can only suggest you reach out to ***** as they hold the power of being able to potentially refund and figure out what email address was used to sign you up. Overall, we wholeheartedly wish we could do more however our hands are tied as we don't have access to the system. If you cancel and want to sign up through PureFlix.com we would have control over that system for future. Blessings! Again, we do apologize. 

    Customer Answer

    Date: 10/11/2024

    I did discuss my account with ***** repeatedly and they showed payment made to Pureflix, also I provided both emails to your business as well as the fact that I was able to log on once under the old email address and again, when you made me open a new account with another address. I just no longer had an active account after each initial log on. All my subscriptions go through ***** and I have no issues with any of those so how is it yours is the only one? I dont believe it and in all fairness, I did everything I could to be patient, and understanding. I still seek full reimbursement for monies paid to you for a service I could not use. Reimburse me and since your claims are that ***** didnt pay you, then seek reimbursement from them. I shouldnt even be going through this, which clearly shows the customer service provided by your company. 

    Business Response

    Date: 10/23/2024

    We would love to help. However, ***** is managing this account and are the only ones that can cancel and or refund etc. We do not have direct access to *****'s internal billing system. We recommend contacting ***** to see how they can assist as they are the ones collecting your payment each month. We truly wish we could assist. 

    Customer Answer

    Date: 10/31/2024

    I will reach out to ***** yet again, but I am not satisfied with response from Pureflix. 

  • Initial Complaint

    Date:08/08/2024

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have tried to cancel my Pureflix account online twice and thought it was resolved. Then I looked at my bank statement and realized I've still been charged all along. Or else it was renewed without my permission. I have never received any kind of email information or confirmations of any kind.

    Business Response

    Date: 08/22/2024

    Hello, I apologize for the confusion. We can see that you were paying monthly at $7.99 and when you contacted *************** on April 10th the account was cancelled as requested. There is not refund due at this time as you pay for access and not use but I do understand. However, you will not be charged again and haven't been charged since March 10th, 2024. If you are still seeing charges, I recommend you contact ***************, and we can see if there is another account under another email address. Overall, we would be happy to assist. Thank you!  We are open M-F 6am-6pm MST **************

  • Initial Complaint

    Date:07/04/2024

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This business charged me for services I did not agree to using a closed debit card. They never sent any communication to me about the upcoming charge and failed to verify where the refund was going to. Now they are not taking email communications so I cant even follow up on the claim I made.

    Customer Answer

    Date: 07/09/2024


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

    Regards,

    *************************

     

Pure Flix is NOT a BBB Accredited Business.

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