Complaints

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.

• Initial Complaint

  Date:07/01/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 PureFlix during the free trial. After the trial it was going to be 8.99. I was going to cancel and was offered to keep it at 6.99. Now I got an email not even a month later that its going to 9.99. As a company that proclaims to be ********* to raise the price not even 1 month seems to be false advertising and deception. I tried to chat in and all they want to do is recommend movies to watch. I think it should be honored for the price of 6.99 and not to mention new sign *** is 8.99 a month so why is mine going up a dollar more then the regular price.

  Business Response

  Date: 07/03/2024

  Hello, thank you for sharing your experience and we do apologize as this was not our intention. The account happened to be created right before we sent out notifications of a price change effective 8/1/24.  The timing of it was unfortunate and out of our control at the time. It is important to note that new members are currently being offered $9.99 a month. We hate to lose you and would love the opportunity to keep you as we do need and appreciate support of members like yourself. However, we also understand that finances can be tight. Therefore, we do often run promotions and encourage you to keep an eye out for one that *** fit your budget. If you like we can offer a lower annual price if that would be helpful? Please feel free to give us a call or chat with us and we can explore the options we have today. God bless you and the feedback you have provided as making a price change is never an easy decision. 

  Customer Answer

  Date: 07/03/2024

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

• Initial Complaint

  Date:06/16/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 canceled my account over a year ago with pure flix which has been bought and renamed great American PureFlix. I was charged 75,58 June 2023, this was after I requested my account be closed, they did not refund my money, they again charged my account ***** on June 16,2024. I am unable to use this platform pure flix on my TV and I was told by customer service that my account was canceled in January of 2022. This company is a rip off. I am unable to reach anyone at the number provided . Currently my bank is disputing the current charge, but I need to remove my card information and there is no way to do this. I did not give this company permission to renew my services with them.

  Business Response

  Date: 06/17/2024

  Hello, there appears to be a misunderstanding of some sort and we do apologize for that as this is never our intention. In addition, we can see that you have been with us for many years and it appears that the service was used as recently as April 2024. When we review the past correspondence we don't see that we spoke more recently than two years ago, unless there was a different phone number used? We also do not see an account cancellation on our side as mentioned in the complaint.  Overall, we would love the opportunity to assist further and get this all cleared up. We are open during the week 6am-6pm MST. Please feel free to reach out so we can assist. ************** Thank you!

• Initial Complaint

  Date:06/16/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 was charged for a service that I cancelled.

  Business Response

  Date: 06/20/2024

  Hello, it appears that you have since spoken to to one of our ****** Services representatives and were given a refund. If there is anything you need do not hesitate to reach out. God Bless!

  Customer Answer

  Date: 06/20/2024

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

• Initial Complaint

  Date:05/31/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 had a subscription to pureflix movie app for several years. I have not watched it for awhile. I seen a movie advertisement and logged on to watch it. I received a message my subscription was deactivated. I checked and my subscription information said it was paid upto date. I called pureflix.com. they said my subscription had been closed since February 2024.That I must have another account. I told them this was the only account I have had for years. ************************ I have sent you the same receipt I sent them. It clearly shows the account used. Thank you for any help you can provide.

  Business Response

  Date: 06/04/2024

  Thank you for reaching out. We are having one of our ****** Services leaders reach out to you via phone. We want to assist and understand that this can be complex when dealing with outside providers who accept payment for subscriptions. Overall, we want to assist and greatly appreciate you being one of our loyal members for so long. God Bless!

• Initial Complaint

  Date:05/08/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 started getting charges every month starting January 7th 2024 for 7.99 from pure Flix so I went to the website to see how to cancel but there was no account with any of my emails, after months of trying to get in contact with them and months of charges (my most recent charge on April 7th as of now, 4 charges ) I finally get a hold of them and we find its an email I do not use. *** never watched their shows and they refuse to give me this money back of fraudulent charges or do anything about it. They tell me their stuff is nonrefundable, but I never signed up it and if they look they can see I have never ever watched their stuff with any of my emails. My email is @outlook and the one they have is @gmail. They were rude and condescending also, looking at their reviews it seems this is a common thing taking money from customers fraudulently and refusing to return it, or not canceling when people ask and still taking money. They are scam artists

  Business Response

  Date: 05/13/2024

  Hello, thank you for reaching out and sharing your experience. We sincerely apologize if you felt any of our agents were rude, as that is never our intention. Also, after reviewing the correspondence with our ****** Services team it appears that there is a slight misunderstanding. We do understand that finding out you are being charged for a service you were unaware of is concerning. When dealing with potential fraud we would never want that to be taken lightly. We often give refunds within certain policy guidelines when we can, but if someone used your financial information to sign up for an account we would hate for additional damage to be done. Therefore, our agent was suggesting that you reach out to your bank to report the fraudulent activity to ensure your information is safe from being compromised any further. On our side, it appears that someone signed up for an account that closely matched your original email and there was some movie viewing as well. Therefore, we have cancelled the account so there will be no further charges. Lastly, we do urge you to involve your bank so they can handle the potential fraud claims properly. Overall, we want you to be protected and we hope this better clarifies our intentions. 

• Initial Complaint

  Date:05/03/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 was billed $99.99 by Pure Flix. It is no longer available to use. but I was billed anyway. Difficult to access any type of information on Pure Flix.

  Business Response

  Date: 05/03/2024

  Hello ****, we sure hate to lose you but it appears you ended up reaching out to our customer service team and getting a refund. God Bless hope you consider us again in the future. 

• Initial Complaint

  Date:04/14/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  They are charging people and renewing without approval, and they dont allow you to remove any credit card information from their website which means they keep renewing without customer approval. I had called them last year and told them NEVER to renew without calling me. They talked me into another year, but I told them it would be my last and no automatic renewal. They didnt hold up their end of that agreement, and put me on automatic renewal. Ive also filled fraudulent charges with my bank because in no way do I approve such charges, and had even processed a do not renew request last year, yet that request continently disappeared from non renewal to automatic renewal without my permission. I want nothing to do with this company that claims to be ********** but rips people off.

  Business Response

  Date: 04/15/2024

  Hello, *** thank you for reaching out. We can see that last year you did call to cancel but decided to switch to a lower priced offer. We also see that you attempted to reach out on Sunday when we were closed. We are sorry that you are unhappy but would love the opportunity to assist and come up with a better resolution. It is never our intention to cause frustration as ********** about all of our members and take every ounce of feedback seriously. We are hoping we caught you before filing a dispute with the bank as that will take away our ability to assist and leave it in the hands of the bank. Please reach out this week as we are open Monday - Friday 6am-6pm MST. Call: ************** God Bless!

  Customer Answer

  Date: 04/19/2024

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

• Initial Complaint

  Date:03/20/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  My Pure Flix account auto renewed in January 2024. I have had this service for over a year and was fine with it renewing except that the company, without giving warning, changed what devices I can stream Pure Flix on. Now I can no longer watch shows from Pure Flix because I stream on an Amazon Fire device. Had the company been responsible and explained this change I would have cancelled before renewal but they did not. I just recently attempted to watch Pure Flix, could not due to the companys change, contacted them and they refuse to give a refund. I paid for a complete year so I am missing out on ***** months of service because of their decision to change streaming devices. I have read that others are having the same complaint and issues. Shame on a ***************** for taking money in this way. I am seeking a full year refund from this company and will warn others of this bad business practice

  Business Response

  Date: 03/21/2024

  Hello, we do apologize for the frustration this has caused.  Our goal is for you to be able to enjoy the content without issues.  One of our supervisors reached out today via email offering either a refund or an alternative way to view our content.  We value your feedback and support.  Lastly, you can call us if you have further questions Mon-Fri 6am-6pm.MST, **************.

  Customer Answer

  Date: 03/24/2024

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

• Initial Complaint

  Date:02/24/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 a one year subscription to pure flix last year. I received no notice of renewal. I was charged ***** 1/24/24 . I do not like pure flix. I do not want to renew. Seeking refund. Thank you

  Business Response

  Date: 03/04/2024

  Hello!

  Thank you for reaching out.   We reviewed your account and noticed that we did not have the opportunity to assist with your request.  We apologize for the experience.  There was viewing on your account after your billing date of 12/28/2023.  We have gone ahead and issued a pro-rated refund that you should see in 3-5 business days.  You will receive an email regarding the refund amount.  

  Customer Answer

  Date: 03/09/2024

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

• Initial Complaint

  Date:02/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 a subscriber for over a year. My renewal date is 3.18.2024. Starting 2.1.2024, the streaming service went black, and after multiple attempts to reach out to the Pureflix customer service team, we were notified today (2.16.2024) via customer support text that they performed an update, without notifying us (the consumer) and not longer support our ********* This forced us into a cancellation. Refund for the remaining time has been requested to no response from Pureflix. I would prefer to keep my subscription, but if they are forcing us out, a refund at the very least should be given. This change has been

  Business Response

  Date: 02/23/2024

  Hello, we see that you have been with us since March of 2021 and we thank you for your support. We hate to lose you due to your device no longer being supported and we agree that this is unfortunate. Though your account is up for renewal March 18th, 2024 we would still like to refund you enough of a credit that would allow you to purchase a Roku device. We are processing a credit for you right away in hopes that you decide to stay with us as it appears that enjoy our content. Overall, we are grateful for you and appreciate your feedback.