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:01/18/2025

  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.

  We purchased a whole home filtration system from Pure Life Water Corp. The price was $6990 and included 2 Health Way Compact air purifiers and a ************* Eco-Pack 5 Year Soap Package upon a review of the company, which occurred. We have not received the air purifiers or soap from October 4, which was the date of purchase.

  

  Business Response

  Date: 01/25/2025

  First off, Pure Life Water apologies for the issues with the promo items included on the Promotional Agreement that have not been delivered yet.  We are dedicated to rectify the issues, and we will provide confirmation of the orders very soon.

  To confirm, yes, there was an email notification on Saturday, 1/18, that a complaint was filed with the BBB.  At that time a 7 day window starts to respond through the BBB portal.  We did call the customer directly on Tuesday, 1/21, to discuss the situation and next steps, but the customer didnt answer so we left a voicemail.  However, the customer never called back, so our goal was ***ly to the BBB complaint through the portal by today, 1/25, which would be the 7th day.  Matter of fact, the customer and the sales *** exchanged text messages in the early evening of Saturday 1/25, and the sales *** informed the customer that ********************** would be responding to the BBB complaint shortly.

  To clarify, the owner provided internal feedback that the Pure & Gentle soap order was not on file.  However, now that this oversight is acknowledged, we will get the initial soap order placed.  Following the initial shipment, the customer will then have 4 refill shipments, and all resulting in years and years of free all-natural soap, shampoo, detergent, and cleaning products.

  As far as the air purifiers, the partnership between Pure Life Water and HealthWay was very new when this promotion was provided back in October.  Unbeknownst to Pure Life Water, our partnership in ********** system was never active.  Now that it has been highlighted that this air purifier order hasnt been fulfilled, the owner of Pure Life Water has spent the last week trying to complete the proper documentation with the HealthWay ***, but it seems that well need to meet directly, but the *** has been traveling.  A resolution will be finalized very soon.  Again, well follow up with clarification about next steps.

• Initial Complaint

  Date:01/14/2025

  Type:Order 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.

  Urgent Resolution Required: Breach of Contract and Unacceptable Conduct Three years ago, we financed a water purifier system from Pure Life Water Systems through Castle Credit. According to the contract we signed, we were promised soaps, cleaners, a warranty, and ongoing service. However, following the installation, the company has effectively vanished. They have blocked our phone numbers, rendering it impossible for us to make contact. It took significant effort and a few years to locate them online, where I discovered they continue to operate under the same name in ********We purchased this system from a salesman who visited our home in ***********, **, shortly after we moved in. Since that time, we have received none of the promised items or services, apart from a malfunctioning water purifier. This situation constitutes a blatant breach of contract and severely suggests that this business is operating as a scam. To further compound this unacceptable situation, we were shocked to discover that a lien has been placed on our house over this matter. We refuse to continue payment to a company that has not only failed to fulfill its contractual obligations but has also actively obstructed our attempts to resolve this issue. We demand an immediate resolution to this situation, including the removal of the lien and demand this system be picked up immediately and a refund issued immediately ($8,200 thats including the outstanding fees with Castle Credit) or this will become very ugly, legally. Most sincerely, ************** *****

  

  Business Response

  Date: 01/14/2025

  We are sorry for your situation, but we have to point out that this complaint is lodged with the wrong company.  In your write-up you mention you were not able to locate or contact the company you purchased the water filter system for in *********, but finally tracked the company down online, and that this company is now doing business in *******.  Resulting in the BBB compliant we are now responding to.

  However, if you look closer to the BBB search guide, you will see the company ********* of Tennessee.  That is the company you need to deal with.  We are Pure Life Water Corp., and we only operate in metro-*******, *******.  We have never done business in *********, and our company is owned and operated by totally different people.  This complaint does not apply to us.

  On the Pure Life Tennessee BBB page, youll see the following information:

  ****************************************

  ************** & **************

  ***, **************** Manager

  Pure Life Tennessee is not an accredited BBB company, and they have an F rating.  Pure Life Water Corp. in *******, ** is A+ rated, and weve been accredited since 2018.

  Please remove this review from our account.  Good luck with remedying your situation with Pure Life of Tennessee.

• Initial Complaint

  Date:07/17/2024

  Type:Sales and Advertising 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.

  The filtration system installed ended up leaking in 2 different places. We called the company and they ignoredthe issue for a month while we had flooding in our basement, having to use buckets for leaks which had to be dumped 2 times a day. My husband had to fix one leak and they finally sent a sub-contractor to fix the "leak in the kitchen " but the leak was in the basement. They continued to ignore us. This company does not deserve a BBB backing.

  

  Business Response

  Date: 07/25/2024

  Pure Life Water is very sorry for the situation that occurred.  The sales representative was trying to coordinate the Service Team and upper management/ownership to address the issues.  There may have been some initial confusion from the leaks being reported separately (the first was the water main, which the customer stated they were going to fix, the second was on the system valves).  However, Pure Life Water does apologize for the delay in getting the system valves fixed.  There was never any intention to ignore you, but you were dealing with the sales rep, not the Service Team directly.  So sometimes that person could be in appointments or in a holding-pattern waiting on feedback from upper management or the owner.  No excuses at all, but in the future its better to go through the customer service line, for additional communication.  However, at this time, Pure Life Water has come to a resolution with the client.  We paid a reimbursement fee and are providing 2 years worth of solar salt. The client has confirmed they love the clean water from the filtration system, they were just disappointed and frustrated with how the service played out.  We will ensure we are working more  in the future.

• Initial Complaint

  Date:05/10/2024

  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.

  We had a water filtration system installed in our home April of *****. Upon installing we were promised incentives for purchasing the water system that included 5 years worth of soaps and house cleaning products, a dish set, and movie tickets. It is now April of 2024 and we have been told twice that it takes 4-8 weeks for the soaps to come in and we have still not received any of the incentives that were to be included in this purchase. This is extremely misleading and had we known this we would not have made any purchases with this company. The ****** reviews speak volumes, we are not the only ones that have fallen victim to this company. It is a Scam and we want this rectified.

  

  Business Response

  Date: 05/17/2024

  First off, we are sorry that it came to having to lodge a complaint with the BBB, and we will definitely rectify and clarify any outstanding issues.  However, I do want to point out that the primary product and benefit that our company provides is whole-home water filtration, and there is no complaint about the filtration system that was installed or water quality in the house.  Clean water is invaluable when it comes to your health and investment in your home.  We are definitely not a scam, as the complaint states.  The customer received a fully functioning, high-end water filtration system that has been providing clean water for over a year.  The issue is with the incentives.

  Regarding the Pure & Gentle soap promotion.  The owner verified the order was placed with the soap company previously, but for whatever reason the order was never fulfilled, I guess.  However, we followed up, and I do have confirmation as of last night (5/16/24), that Pure & Gentle processed the order.  The customer will be receiving their first order very soon.  If P&G has the customers email, they will send them a verification email directly with tracking info.  I can check with P&G today (5/17/24) to clarify further.

  Regarding the dish set and movie tickets.  The representative that worked with the customer has been dealing with a medical issue/procedure that has required a lot of doctors appointments, including travel out of state recently.  We are working with our teammate to get a copy of the Promotional Agreement from this deal.  The Promitional Agreement should hopefully provide some detail and clarity about these things.  Once we get this document, I can provide more specifics (and parallel to this, if the customer has their copy that they can provide, that would also help).  So, right now, I can only provide a possible interpretation of these issues.

  When a deal is completed, typically the financing application or Purchase Agreement (if a cash purchase) is sent to the management team.  The Promotional Agreement is not explicitly submitted, but the summary of the deal (including promos) are sent, and management does not have any notes about a dish set or movie tickets in their records.  The movie tickets may have been offered by the representative as a personal gift to the customer, but then there may have been an oversight when communicating that to management?  Either way, if the customer is supposed to get 2 movie tickets, we will definitely provide them.  

  However, as far as the dish set, that needs more scrutiny because Im assuming the customer is referring to the stainless steel cookware set we offer a referral gift.  It is rare that we just include the cookware set in with the purchase of the water filtration system.  Instead, what is standard is if a customer provides referrals, and we either demo 3 referrals, or if 1 referral purchases a filter system that is installed, then we offer a cookware set as a gift.  What may be the confusion, is that this is a line item on the Promotional Agreement document, and now after the fact, the customer may be misinterpreting the intent of this reference to the cookware set?  This is where the actual Promotional Agreement will help us understand this better.  We are continuing to work on our end to clarify this.

  Please take this as a good faith effort to remedy this complaint.  We will follow up ASAP with further info and steps to complete everything.

• Initial Complaint

  Date:04/09/2024

  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.

  Installed Whole House Water Filter on 2/8/2024 and Reverse Osmosis system on 2/12/2024.The company has never called to ask if everything is working okay or if I have questions or to inform about delays for 2 remaining items: brushed nickel RO faucet and Home Soap delivery.No one has been helpful after they got paid! I think this is a very small company that did a good job of appearing to be larger than they are: ***************** (Director) won't ever return a call and **** is a bit more responsive, but it took me calling them and multiple texts to come back to test my water - supposed to be done about a month after install; after 3 calls and 3 texts, it was done 50 days after install.Still haven't received the brushed nickel faucet for my Reverse Osmosis system (I was told it should take 2 to 3 weeks). My install was on 2/8/24. I called around 2/26 and told it would be ordered (why wasn't it ordered already??) and again multiple calls and texts on 3/29 to finally get a response from ************ that he would check into it !?Just beware as Pure Life Water is at all the home shows. The system looks good and the presentation is impressive, but customer service does not exist.Also, still waiting for my Home Soap to be delivered, which should have started weeks ago!!

  

  Business Response

  Date: 04/12/2024

  Pure Life Water first off wants to apologize for any lack of communication, correspondence, or customer service to **************.  As he stated, we are an exhibitor at all of the Atlanta Home Show events, and we value and respect all of our Home Show clients.  I was actually the person who spoke to ************** at the Home Show booth, although I was not the rep who met him at his house and signed him up for the water filtration promotional program.  However, I reviewed all of the info provided and sent it to the ownership and management for feedback and follow up.
  

  As of today (Friday 4/12), ************** has already provided an update that his brushed nickel ** faucet was received.  Also, I can confirm that his soap order has been finalized.  I spoke to Pure and Gentle, our soap partner, this morning, and they informed me they will be sending ************** an email on Monday (4/15) with the tracking info for his shipment.  Also, his system check and water re-test was performed around 50 days after the install.  So, other than scheduling the install of the ** faucet, all of the obligations have been fulfilled.  However, let me provide some further clarity on all of these items.
  

  System Check and Water Re-Test -- This is called our "Performance Pledge", and ************** is slightly mistaken about it being required within 30 days.  The exact verbiage of the "Performance Pledge", which ************** has a copy of on his "Promotional Agreement", which he signed, is the following:
  "We guarantee to fix your water hardness and chlorine as discussed.  If we cannot fix your water problem based on your initial recommendation, we will make alterations at our expense.  Pure Life Water reserves the right to repair necessary water problems that are not cleared up by initial recommendation, at their expense and no additional cost to the customer.  The customer is entitled to a follow up visit and company will provide the performance pledge for the first ninety days from initial purchase."
  So, in writing we promise to come back at some point within the first 90 days to check the system and re-test the water to ensure the system is working properly.  We completed this well within the 90 days.  The misunderstanding *** be that we usually tell the customer that we will come out at some point after the ***** day **** because we need to let the system regenerate (i.e. backwash) once or twice first, and regeneration occurs every 21 days.  This *** have also been compounded by the fact that ************** said he called/texted multiple times to get some kind of update.  So, the Service Team could have been more responsive, but in the end, we performed within the contracted window.
  

  ** Faucet -- The ** undersink system comes with a faucet that has a polished chrome finish.  This can cause issues because that *** not match the customer's fixtures and they want everything to match aesthetically.  In some cases, the customer will buy their own faucet and we install it, or there is supposed to be an upcharge if Pure Life Water is providing the faucet with a specific finish, other than what comes out-of-the-box.  Then, if Pure Life Water is the one providing the faucet upgrade, it needs to be special ordered, which can take time and cause delays.  Again, this could have been communicated better on our end, but the custom faucet order did get handled, albeit with a delay.  In the end, the ** system ************** has installed is working completely (along with the whole-home system), he didn't have any complaint about the water quality or functionality of the systems.  It was a lack of communication on our part, which we apologize for and will be better at in the future.
  

  Soap Order -- On the "Promotional Agreement" that ************** has a signed copy of, it states:
  "Customer Agrees to perform the following items to obtain promotional items listed below: Letter (30 Days), 10 Qualified Referrals (30 days), Lawn Sign"
  Typically, the rep will check the box for "Letter (30 Days)" and "10 Qualified Referrals (30 days)", which refers to the customer agreeing to provide us with a customer review (in their own words) and also up to 10 referrals that we can call on.  Once these are fulfilled, then the promotions (i.e. Pure and Gentle soap package) are provided.  I don't know what was checked on ****************** Promotional Agreement.  However, taking that out of the equation, Pure Life Water as a standard business practice, waits to place the actual soap order until after the system has been checked and the water re-tested.  We need to confirm the whole-house system is properly conditioning the water for the Pure and Gentle soaps to even work.  The Pure and Gentle products are ultra-concentrated, and they require 'conditioned' water to work.  Once the system is checked, then we typically place the order with Pure and Gentle.  Then that sets in motion essentially a 5 year supply of free soap, shampoo, detergent, and cleaning products for the future.  If ****************** system was installed on 2/8, and the re-test was 50 days later, then that would mean the order would have been placed on 3/29.  So, there was a slight delay because the order was placed on 4/11, but it has been placed, and ************** will now have 5 years of free products coming his way.  Again, we could have communicated better, and we apologize.
  

  We hope that this provides clarification on the situation at hand.  The water filtration systems that ************** and his family have installed in their homes are top-of-the-line advanced filtration systems, and nowhere in his complaint does he have anything negative to say about the systems or the water quality he now has in his house.  We just weren't as responsive as we should have been, and this compounded his feelings because of the slight delays in a couple of the items.  However, these items are now addressed.  The last open item is his ** faucet install, which we will have to follow up on.  I hope that we can expedite this item, and perhaps ************** doesn't see the need to keep the BBB complaint active?  Please let us know of any feedback or next steps.

  Customer Answer

  Date: 04/12/2024

  I appreciate the response and agree with most of the details.  Communication or lack thereof was the entire problem and it sounds like Pure Life Water will make an effort to improve communication with me and hopefully their entire client base.

  If possible, I would like to keep this complaint active until all items have been resolved and the only one remaining is the ** faucet install. 

  Thanks,

  ***.

  

  Business Response

  Date: 04/19/2024

  I initially forwarded **************** response to my team on the 15th, but to follow up, I spoke directly to the owner this morning (Friday 4/19).  He requested all of **************** contact info, and he is going to personally instruct the Install Team to contact ************** to schedule the ** faucet install.  We are committed to finalizing all of these issues and open items.  If ************** wants to follow up on the scheduling, he can call the Service Line at **************.

  Customer Answer

  Date: 04/19/2024

  I called PLW yesterday and left a message because no one answered and no one replied to my message, so I called again yesterday and was given the plumbers phone number and told to call him directly.  I called ****** yesterday and spoke about my need, he was going to call me back yesterday afternoon.  He did not call me, so I called him again today and he said he would get my install completed by the end of next week.

  Everyone else can see this is not how **************** should work, right?  The customer, me, should have my call returned and the Company should arrange for the install (which should have been scheduled by now) and inform me when to expect it.

  Not sure what the owner can do that I haven't already, but glad he/she is willing to get involved after hours of frustration with the Company and no real sign that anything is improving.  I look forward to getting everything completed from my original purchase and desperately hope nothing goes wrong that actually needs ****************!

  

  Business Response

  Date: 04/28/2024

  Apologies for any back and forth.  The reason they had you communicate with the installer directly is because we dont know your schedule and availability.  If we just arbitrarily dictate a day and time, there is a good chance you wont be home or have a conflict or it doesnt work for you in any number of ways.  So, over time, we have found it better logistically for everyone to have the end customer coordinate directly with the installer.  That way you can help dictate your schedule to align with the installers schedule too.

  However, I am going to re-connect with the owner and service team to make sure we are addressing your faucet install.  I have stressed to everyone that its all about communication, and we are all in agreement.