ComplaintsforPure Flix

• Initial Complaint

  11/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  10/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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

  10/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  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

  08/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  07/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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 response

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

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  06/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  06/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was charged for a service that I cancelled.

  Business response

  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 response

  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

  05/31/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  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

  05/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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. 

*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. ↩