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:02/12/2024

  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.

  A church member of mine whos now become a sister to me told me about Aqua Brilliance, she said she has to sell products to family/friends to be retained as she was still in training. She told me about the water purifier and I was interested. I spoke with ******, the manager and she gave me an option to finance or pay out rightly. I knew financing would affect my credit score so I opted out. I paid $8,776.13 on 19 November, 2024 for this product to be installed and signed a contract that I can cancel within 10days without a reason to cancel. On Friday, 22 November, I received an email that an hard enquiry was done on my credit by this company and 5pts was pulled. I was upset because my husband was not even pleased about the whole water purifier. I called this company to cancel on Friday, November 22 and was told to call back on Monday. Called on Monday and was shocked to hear I cant cancel even after the contract says I can cancel within 10days. Theyve refused to refund me. I do not want this product because it doesnt serve the use it was bought for and I opted to cancel after *****.

  Customer Answer

  Date: 02/12/2024

  I got to know Natural Purity from a friend turned sister. She told me she was just hired by this employer and needs to get a family/friend to sign up. She told me about the water purifier and I was interested. I spoke with ******, the manager and she gave me 2 options; to finance or pay out rightly. I knew financing would affect my credit score so I opted out. I paid $8,776.13 on 19 November, 2024 for this product to be installed and signed a contract that I can cancel within 10days without a reason to cancel. On Friday, 22 November, I received an email that an hard enquiry was done on my credit by this company and 5pts was pulled. I was upset because my husband was not even pleased about the whole water purifier. I called this company to cancel on Friday, November 22 and was told to call back on Monday. Called on Monday and was shocked to hear I cant cancel even after the contract says I can cancel within 10days. My husband even felt so silly because of how their manager ****** spoke to him rudely. Theyve refused to refund me. I do not want this product because it doesnt serve the use it was bought for and I opted to cancel after *****. I have uploaded a photo of the contract that says I can cancel without any clause. I have called and sent several emails, I havent gotten any response.

  Business Response

  Date: 11/12/2024

  Omotoke,
  Thank you for taking the time to let us know of your concerns. We appreciate the opportunity to clarify several misunderstandings that you seem to have. For clarification we never once told our customer representative,whose name is ****, that we ordered her to sell to her friends and family. We did however ask her to practice her presentation with friends and family. **** told us that you, being her sister, approached her with the intent to purchase a water treatment system. She did not in any way shape or form entice you to purchase anything and because you approached her to purchase a system there is no cancellation involved, and all sales are final. We also wish to state that when our installer showed up to install the system, you were not home, and you requested him to come back the next day to install the water treatment system. There again indicating your intent to purchase the water treatment system.

  As for a credit check, we do not perform credit checks on anyone with their direct written approval. You provided your personal information when you agreed to purchase the equipment and then stated that you preferred to finance your purchase.  At that time, you signed a credit check consent and agreed to have your credit pulled from the credit bureau. However shortly after that you changed your mind and then decided to pay for the purchase by credit card, at this point however the credit check had already been completed. Omotoke, we hope this clarifies any misunderstanding and we look forward to servicing your water treatment system for years to come. Thank you. 

  Customer Answer

  Date: 14/12/2024

  Complaint: 22613019
  
  I am rejecting this response because:
    ******* has refunded me in full, there was back and forth tho hence my reason for sourcing BBB. I only signed a contract with you which stated I could cancel within 10days. Im glad I cancelled after 3days. 
  PS: My home is opened anytime youre ready to come uninstall your water purifier. 
  

  Thank you 
  
  
  Sincerely,
  
  Omotoke *****