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:02/15/2024

  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 have tried for months to cancel my Pureflix account. it will not let me cancel. It will not let me delete my card. they dont need to make it so hard for you to cancel your account

  Business Response

  Date: 02/22/2024

  Hello, *****. After reviewing the email address provided with your BBB complaint, there does not appear to be an active account. However, there may be another account under a different email which could be causing the problem. We hate to lose you but would be more than happy to get to the bottom of this for you. Please feel free to give us a call MON-FRI 6a-6p MST at ************** and we can help! God Bless!

  Customer Answer

  Date: 03/21/2024

  This has not been resolved with my account to get ********************** to cancel my account after talking with them they said they dont have the an account with my email with my address and they just took my charges out again today. 

  Business Response

  Date: 03/22/2024

  Hello, we do apologize for the frustration. Making it difficult for you to cancel is not our intent. When reviewing the correspondence with our member services team it appears that the screenshot of the charges you provided indicated the account is managed through your Amazon prime membership. Therefore, you will need to cancel through Amazon. We don't have control over that process and wish we could do more but you should be able to get this taken care of once you log onto your Amazon account. Thank you for reaching out and we hope you consider us again in the future. God Bless. 

• Initial Complaint

  Date:02/15/2024

  Type:Customer Service 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 received a renewal charge on my credit card for Pure Flix. I was not sent an email or notified of the yearly renewal. I immediately cancelled my subscription and contacted Pure Flix and requested that I be reimbursed the yearly fee. I was told they could not reverse the payment and my cancellation will be effective one year from the date I was last charged. I find this fraudulent! They do not inform you that your subscription will automatically renew. Their customer service is horrible and you can not speak to a live person. I cancelled the service and should not be charged for the year!

  Business Response

  Date: 02/22/2024

  Hello, it looks like you were able to speak with someone from the team and they issued a refund for you. We apologize for the frustration but are glad that you were taken care of. Thank you!

• Initial Complaint

  Date:02/07/2024

  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.

  Bought a subscription in November of 2023, paid a full year in advance to save money. Everything was fine until February 2024 when Pureflix no longer no longer supported the Kindle pad for viewing. They stopped supporting this device without any notice. Tried to contact them, no luck, then tried to go online to cancel subscription only to find this disabled on their web site. Tried again to contact them via phone and waited on hold over an hour before finally getting to talk to someone only to be told they dont give ************* buy a device that would support their app. But she did set my account to cancel for November when subscription runs out. On their web site you can chat with a robot but it is useless. So I will see if they really cancel or recharge my card. I do not trust this business.

  Business Response

  Date: 02/16/2024

  We can understand the frustration, and certainly apologize. However, it appears that you have had the subscription since November 2023 and have watched several shows. The cancel process is not disabled on our site and we are sorry you had trouble. We would love to help further as there are many ways to watch our content. Please reach out so we can help further. Call ************** Tues - Fri 6am-6pm MST, as we are closed for Presidents day. We would like to assist. 

  Customer Answer

  Date: 02/17/2024

  all one needs do is read the complaints to see the fraud in this companys billing practices. It is a lie that the cancel button was not disabled, it was. And to change supported devices in the middle of a subscription is unheard of.  
  God will take care of this. Stop bad business practices. If they can live with it I can live without it.

  Buyer beware!

  Business Response

  Date: 02/22/2024

  Hello, ***********; You are correct. Since the Kindle Fire was discontinued which was not your fault you are due a prorated refund which has been processed. After taking a deeper dive into your account it appears that a movie was viewed recently via the Website which gave us the impression there was still another way you could watch Great American Pure Flix. We apologize for the confusion and oversight on our part which was not at all intentional. Thank you for speaking up so we could have the opportunity to get a refund processed. The credit should appear in your account in 3-5 business days. God Bless you and again thank you for the feedback! 

  Customer Answer

  Date: 02/28/2024

  
  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:02/06/2024

  Type:Customer Service 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.

  So pureflix, a streaming service, offers several different series, and movies. In December of 2023, My family and I started watching a series, that is offered on Pureflix, We watched until we got to Season 8. Season 9, shows all of the Shows from Season 7, and titles from Season 7, when you go into watch season 9 episode one, which shows Season 7 Episode 1 title, it starts Season 7 Episode 1 even though it does show Season 9 Ep 1. I have called Pureflix, and done all of their troubleshooting, reset Roku, deleted apps, reinstalled apps, and still have the same issue. The customer Service at **********************, refuses to assist me in getting in touch with the engineering **** to further diagnose and resolve this issue. I have asked for supervisors to speak to, and ***** is available to speak to me. Seems they dont want to assist in getting the issue resolved.

  Business Response

  Date: 02/08/2024

  Thank you ****************. We reviewed the entire communication history with the team. First, we want to thank you for taking the time to provide feedback regarding your device and troubleshooting as well as the service you experienced. We take all feedback seriously and truly welcome it as it helps us to improve. We see that since this BBB review was submitted you spoke with one of our Supervisors. Aside from learning from this experience please let us know if there is anything else you may need. God bless you!

  Customer Answer

  Date: 02/08/2024

  So, in other words since I have spoken to a supervisor nothing will be done to address the BBB complaint? So the BBB complaint goes unresolved, there has been no resolution at all. This needs to be addressed.

  Business Response

  Date: 02/16/2024

  No sir that is not the case, we have engaged with engineering and the issue is being looked into as our Supervisor expressed over the phone the other day. We would love to fix the issue for you quickly but we are waiting for resolution. We apologize. Please let me know how you would like me to proceed? Our intention is not to be difficult, we are on your side. 

  Customer Answer

  Date: 02/28/2024

  As far as PureFlix not intending to be difficult, it has taken over 2 weeks for a response to the BBB complaint, and still nothing has been done to fix the issues that are going on with the streaming service. It seems the the engineering team is sending me emails on a weekly basis, and adivisng me they have not been able to do anything about, due to them not being able to duplicate the issue, even though the same issue is still happening. I have offered to take pictures, take video, and have even answered all the questions about my network, I have answered all the questions about my streaming device. The issue is on Pureflix side, i have done everything on my side, now its time for Pureflix to take action, and fix the issue, Its bad I have had to subscribe to a different streaming service to finish the shows I have been wanting to watch. It's been almost 3 months since this issue first arose. It's time to get the issues resolved.

• Initial Complaint

  Date:01/11/2024

  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 have had a subscription with pureflix but have recently cancelled unused subscriptions, with pureflix being one of these. Within a day or two of cancelling my subscription on 1/5/24, (also screenshotting my cancelation confirmation) I received text notification from my bank that they were attempting charges. I immediately deleted my account from their website assuming that theyd no longer have access to my debit card and most importantly NO AUTHORIZATION to continue charging it. However, I was somehow mistaken in this assumption as well as in my naive belief that being a professed faith-based company, surely they would thrive to maintain morally ethic business practices that line-up with such. Unfortunately, *** found this not to be the case as *** continued receiving numerous text notifications from my bank alerting me of attempted charges from pureflix. Im on a very limited fixed income due to stage 4 cancer diagnosis and even the smallest unexpected charge being made on my account (and again, unauthorized) easily puts me in a financial bind. It may just be $9 to pureflix but that unplanned expense causes my checking account to be over-drawn with the added charges attached which also results in living-expense bills left unpaid. While me and my children can live without pureflix, there are necessities that we cant live without which their unethical business practices are leaving us burdened with. How is this not considered to be fraudulent practices?? How is it legal for a company to maintain access to personal account/billing information of previous subscriber even after cancellation has been reacted to, confirmed, AND deleted?? And how shameful that based on others complaints Ive read, the most common response is NOT a resolve but instead a redundant and seemingly insincere God Bless from Pureflix which each time I read, felt almost patronizing and humiliating. Sorry but they might as well just give us all the finger.

  Business Response

  Date: 01/16/2024

  Hi, ****

  Thank you for reaching out. First, I am sorry about the misunderstanding and most of all for your illness. Praying for you and your family. I see that you did cancel your account on 1/5/24 which is the same day the account was due for payment and is why the system attempted to charge the account. It was a simple timing issue. However, I do see that we were unsuccessful in charging your account and you are now completely cancelled out. The last charge that went through was back on December 5th 2023. Overall, we appreciate the time you were with us and sincerely apologize for the confusion. In the future, please know that we have an entire team dedicated to assisting and are happy to help if issues ever arise. You can reach out to us at **************. Overall, we appreciate your feedback as it only helps us to improve. 

• Initial Complaint

  Date:12/22/2023

  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.

  We subscribe to Pureflix for $7.99 per month plus tax. Today our credit card statement arrived and there is a charge for$74.80. i looked up the number and it is Great American Pureflix. Is this some subscription and how often? I tried calling and sending messages right away because we did not sign up for Great American or whatever it is. No answer , no reply to chat, no way to leave a message!!! I am not sure if this happened when holiday guests were here and they saw free trial? Or what? In any case, I promptly contacted credit card company to document dispute and wondering if this company will ever reply? Did Pureflix change and now its more than $7.99 per month? That charge is also on the cc statement. I'd like to know how/when this "subscription" was enabled? Not impressed and frustrated.

  Business Response

  Date: 01/04/2024

  Hello, our apologies as we were off for the New Years holiday and that resulted in very busy first week back. We would love to assist, it sounds like you potentially got signed up for the annual plan and we would love to see if your holiday guests were the culprit as well. No need to worry as we are now called Great American Pure Flix but we would like to help get to the bottom of this. Unfortunately, we are unable to locate your account with the email address provided. We would love to help.  Please call or text us at: ************** from 6:00 AM - 6:00 PM MST Monday - Friday.  Or, chat with us at support.pureflix.com. Thank you for reaching out!

• Initial Complaint

  Date:10/22/2023

  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.

  We noticed the charge for $69.99 on our statement closing date 10-6-23 and called PureFlix to verify that it is an annual charge we did not know was being applied to our credit card. We decided to keep the charge and try a movie on 10-21-23. We could hardly watch as there was a commercial every 5 minutes! The closer we got to the end, the longer the commercial time with the longest at 6 minutes! We are very frustrated with this, especially since there was a commercial with inappropriate content that does not align with the values advertised! We would like a prorated credit for the remainder of the years' subscription. Thank you.

  Business Response

  Date: 11/01/2023

  Hello, thank you for reaching out. There appears to be some confusion as our site does not have commercials. Your subscription was for Great American Pure Flix, which is a streaming service accessed through PureFlix.com. It does appear that you spoke to our member services department and they gave you a full refund. We hate to lose you over a misunderstanding and would love for you to consider us again in the future. We are here to help if you have any further questions. Thank you and God Bless!

• Initial Complaint

  Date:10/05/2023

  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.

  Pure Flix has been charging us for services since 2019, on an expired company credit card. We have no record of ever starting the service, we have no email or account with them, ********************** is unable to find an account for us but will not stop charging us $99.99 annually. We have reached out numerous times trying to get any information regarding the account holder, they cannot find anything in their records. They have told us to reach out to our bank, bank has told us to contact Pure Flix. We just want the fraudulent account closed and a refund for services never used or even known about. They are not able to find anything or give us any answers, they have been unhelpful through this entire process.

  Business Response

  Date: 10/12/2023

  Thank you for reaching out, I assure you that this is not a normal situation. We have spent quite a bit of time trying to locate this account. Since the card was a corporate card, it is causing us to jump through some extra hoops. We are seeing what other options we can explore to locate this information so we can assist you with getting this cancelled out. Thank you for your patience as we see what we can pull on the backend. Overall, we apologize for the frustration and please understand that we do want to help if you would be so kind as to give us a few more days. God Bless. 

• Initial Complaint

  Date:09/24/2023

  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.

  Auto charges happened to my account after signing up for $69.00 fee a few years back. Not enough content to justify these charges. No email came about payment reminder or even receipt and this company just up and charged me ****** out of the blue without any notice. Very deceitful practices for a ****************** What's up with THAT?!I want my money back!

  Business Response

  Date: 09/27/2023

  Hello, we apologize you had a poor experience. It appears you signed up for a $75 promo that then went to $99 the next year. It appears you did enjoy some of our programs previously and we would love the opportunity to keep you and offer you a lower price. However, we have gone ahead and issued a prorated refund. You should see this back in your account within 3-4 business days. God Bless 

• Initial Complaint

  Date:09/15/2023

  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 was charged an annual subscription of ***** was not sent an email or letter warning of an upcoming renewal. For a supposed Faith based company it is very sneaky. I tried to cancel today as the charge is pending and it allows it but no refund and you are stuck with it for another year.

  Business Response

  Date: 09/27/2023

  Hello, it appears that after this complaint was made that our ****** Services team was able to respond and assist with a prorated refund. We hope you keep us in mind for the future. God Bless!