ComplaintsforPure Flix

• Initial Complaint

  12/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  10/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  09/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  09/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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!

• Initial Complaint

  08/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Captioning is way off by a minute or two!

  Business response

  09/07/2023

  Hello, we hate to hear that you are having trouble. Please reach out to our member services team so we can help to troubleshoot and fix your issue. God Bless!  You can chat with us or even call us!  You can reach us via phone at ************** or Our *********** can be reached at support.pureflix.com from 6:00 AM - 6:00 PM MST Monday - Friday.

   

• Initial Complaint

  08/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We signed up for PureFlix in April, 2021 because there was some decent movies that we were hoping my family could watch and enjoy. Since then, the good movies come and go. There is not enough good content to justify paying $99 per year. I was unsure what my renewal date was until I was automatically charged without an email to get authorization to charge my credit card. They didn't even email me a receipt with confirmation of the charge. I only found out that I was charged for another year when I received my credit card statement. I find this method of billing very deceitful and unprofessional. I am self employed so I am very busy running my company, on top of illnesses and a death in the family, so a simple billing reminder would have been helpful to give me the chance to decide if I want to keep the service. I called Pureflix and asked to cancel my service and receive a refund, even a pro-rated refund minus the month I used, if necessary. The customer service associate told me that the only thing she could do was offer me a discounted price of $69.99 for the year instead of the $99.99 that I paid in April. I told her I wasn't interested and wanted a refund instead. She told me she would reach out to her manager to see if he could do something but they called me back and told me they do not offer refunds. I am reaching out to BBB to help me resolve this issue since PureFlix refuses to work with me.

  Business response

  09/07/2023

  Hello, we apologize for the poor experience as this is never our intention. Since we were not notified of the cancellation request in a timely manner and there was content watched after the charge took place, we were unable to provide a full refund. However, since you were offered $69.99, we will go ahead and honor that lower price and refund you the difference. Please enjoy the service until April 11, **** and watch for that partial refund to show ** in 3-5 business days. God Bless you and thank you for reaching out as feedback such as this helps us improve. 

• Initial Complaint

  08/02/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Transaction date: 8/1/2023 Amount: $107.11 I canceled my account but I was still charged. My husband lost his job and I absolutely cannot afford this charge. I would like to be refunded.

  Business response

  08/03/2023

  Hello, we are so sorry to hear that your husband lost his job. It appear that the cancel request happened the day after your annual charge went through. However, we have gone ahead and refunded the full amount which should be credited back within 3-5 business days, depending on your bank. We hope you will consider us again in the future as we are now able to offer you a better deal. *** Bless you and your family and may *** give your husband favor and open the door for an even better opportunity! Thank you for your business. 

  Customer response

  08/03/2023

  
  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

  07/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I used the 7day trail so long ago that I cant even remember when, cancelled it!!! Spoke with the company!!! Im so anger when now they all of a sudden on are charging me $99.00 for renewal!!! Im sick on vacation as if that isnt the worst but then to have to wait over the weekend to call this company to cancel is stressful. Im so made because every cent counts and I took care of this so long ago!!! Why?How after all this time am I being charged?! This is truly criminal.

  Business response

  08/03/2023

  Hello, sorry to hear you were not feeling well. It appears that you spoke to our ****** Services team and they were able to cancel the account and give a full refund. If you need anything else let us know. God Bless! Please keep us in mind for the future. 

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 10 2023 at 7:57pm, Pureflix charged $69.99 to my bank account. I did not authorize this charge.

  Business response

  07/14/2023

  Hello, it appears that someone signed up for the account on July 3rd, 2022 and the account renewed on July 3rd 2023. It doesn't appear that anyone from our member services department had the opportunity to assist. However, we have gone ahead and refunded the most recent charge which should show ** in your bank account in 3-5 business days. If you need anything additional, you are welcome to reach out to us Mon-Fri 6am-6pm MST at **************. God Bless, we hope you consider us again in the future. 

  Customer response

  07/14/2023

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

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