ComplaintsforPure Flix

• Initial Complaint

  05/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  04/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  03/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  02/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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. 

• Initial Complaint

  02/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  02/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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

  02/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  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 response

  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

  02/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  01/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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. 

*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. ↩