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Business Profile

Water Softener Installation and Repair

Pure Nova Innovations

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Water Softener Installation and Repair.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/08/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    On March 20, 2025, a Chance ******, came to our home for water testing. We were then pressured into financing the Pure Nova Innovations Eliminator for $8,995.00. I advised Chance, we just replaced our roof after having to pay two deductibles and had a concrete driveway poured and were not in a situation to come out of pocket. He pressured us into financing by stating there was a small window to be able to have it installed the next evening. He promised us after the installation was done that he would come back out to test the water again and get our order for free cleaning supplies, plus he promised no payments for 3 months. The following evening a gentleman showed up to install the system. Unfortunately, his emergency break failed and his trailer hit my husbands work truck. We later found out he had no insurance. After he finished the install he left our home close to 10 pm. Since then, we have not heard back from anybody and nobody will return our phone calls!

    Customer Answer

    Date: 07/21/2025

    I have not heard from the business in response to my complaint. Both my husband and myself have left voice messages with our phone numbers and email addresses to no avail. 

  • Initial Complaint

    Date:06/24/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 and signed our contracts for our Pure Nova Innovations water softener/purifier on 7/20/24. They installed it on 7/21/24. We signed and agreed as we were promised a 5year soap package through *************. We were told it would take 6 to 8 weeks before we got the 1st year of soap. Mr. ****** was the gentleman who came into our home to test our water and convinced us to purchase. Mr. ******** called to "welcome us to the family." Mr. ***** came into our home on 7/21/24 to help us pick out our fragrances for our soap. Unfortunately Mr. ***** passed away in September of 2024. We were nice enough to gave them some grace to get through this tough time. In late October/early November my husband contacted the company to let them know we have not received out soap yet. At that point we were told they would reach out to the soap company who then told them it would take more like 12 to 16 weeks. We gave them some more grace because of the Holidays. Come February we reached out again and got in contact with someone. About 2-3 weeks later we got the first trial supply of our soap. In the paperwork that came with that, it says to contact the company if we haven't received the first full year supply within 30 days. We did this and no one answered. We have called multiple time and left multiple voicemails with Pure Nova, Mr. ******** and Mr. ****** with no answers or call backs. Next month will be a year that we have had this system with NO assistance to get the soap package we were promised.

    Customer Answer

    Date: 07/05/2025

    I have not heard from the business in response to my complaint.

  • Initial Complaint

    Date:06/03/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Pure Nova Innovations installed a full home water filtration system in my home on 3/13/2025.They were to return in 30 to 60 days to do a follow up test on the system. They have not done this after scheduling two appointments. I've made repeated calls requesting the follow up test. They also promised free soap products that I have not received. The filter system cost $8,000.00. My loan for the product is with **************.

    Customer Answer

    Date: 06/16/2025

    I have not heard from the business in response to my complaint.

Pure Nova Innovations is NOT a BBB Accredited Business.

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