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:04/23/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  How are they able to keep selling a defective unit? I purchased Purewick System on 12/21/2023 through Liberator. Unit never worked. Called, emailed, and other attempts to get unit to work. Company never offered to send a new one. Unit leaked continuously and left my mother soaking wet in her urine day after day .after multiple attempts at correction, I used diapers instead of this overpriced useless item. Multiple complaints come through BBB about this unit. I dont understand how they are able to sell it at all. I searched the internet and there are no poor reviews- they must have erased them. Once I searched the BBB and then a few other sources, I found hundreds of complaints. ** in advance!

• Initial Complaint

  Date:03/17/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 urologist suggested I get the PureWick System. Nowhere on the website did it say you had to lay on your back to have the System work properly. I would not have bought this if I knew this. I cannot lay on my back because of a medical problem. Also there was no statement about refunds.I paid $566 for this System. The System ***** a little bit and then leaks on my bed. The only way to get new tubing is to buy another PureWick System for $49.00. The ***** themselves cost $199.00. I have contacted PureWick at least 5 times and I just get the runaround.

• Initial Complaint

  Date:11/17/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  PureWick Urine Collection System Starter Set without Battery was purchased 10/14/2023. Item was not used due to person passing away. I initiated the return on 10/24. ***** never came (nor attempted) to pick up the product for the return. Ended up having to get a label from the company, print *** ****** via ***** on our own. Was initially told that refunds take 30 days (or the 15th of each month). It is now 11/17, & I have not received a refund. I called today, they received the return on 10/28 or 10/30 (after they could not find the correct tracking number). Apparently the product needs to go through a quarantine process that was not mentioned at the time of the initiated return. They are not offering proper information & at this time, I do not feel like I will get the large amount of money refunded. It will be 48 days on December 15th, which is outside of the initial scope that they gave.

• Initial Complaint

  Date:08/21/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Purchased purewick on June 6 2023 while was in the hospital. Didnt start using system until June 26th. Last week the machine started shutting off during the night. Performed all the trouble shooting without success. Phoned company and was told I needed to purchase canister and this would help fix the problem. I was told I had to purchase a new canister every 60 days for $49.99. I told them I hadnt used it for sixty days. The problem started before the sixty days. In the meantime because they wouldnt address the problem i soil my sheets at night and developed a urinary tract infection. Someone did return my phone call on 8/21 . No solution they just keep transferring me to a new customer service representative. I did order a new canister because I was told I need a new one every 60 days. My problem started before the sixty days were up. I want a new machine . I have multiple sclerosis and infections are hard for me

• Initial Complaint

  Date:08/12/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  7/27/23 $524 I'm 93 yrs young. This device does not work for me due to ********** make-up. I called the company to see if they'd reissue a refund due to the product isnt something I can use & benefit from. It's broken down 2 ************ even troubleshoot to fix the problem.I can't afford to throw away that kind of money especially when I bought it thinking it would work & now knowing it doesn't however I am unable to afford my medicine I'm to be taking.

• Initial Complaint

  Date:05/18/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 contacted this company and told them that their device did not work for my mom. My mom would not leave though pure wick device in place I realized. That she was unable to understand what the device was doing due to her dementia. Within a week contacted Bard and spoke of my problem. I was told that return information would be emailed to me and I never received such an email. I contacted them a second time and still there was no assistance with a return.