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:12/09/2024

  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.

  when I cut and pasted my complaint your system said it was too long so I am uploading it as a word document

  

  Business Response

  Date: 01/20/2025

  This customer sent in his unit for us to change the filters where we did provide the service free of charge we only charged for shipping the unit back he stated that the filter is not working so we offered a refund but he has to ship the filters back to receive refund and we did not receive the filters back he is just trying to get them for free let him ship the filters back for a refund please
  
  Kind regards
  *** M

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 22661079
  
  I am rejecting this response because:

  As stated clearly in my complaint, I had to ship the unit back to ******** because Ms. ******* sent me different size filters that could not be replaced without connectors that she failed to provide.
  

  I already lost $20.35 paying for her mistake.
  

  As also previously stated, she grossly and fraudulently misrepresented the filters,stating that the ratio of waste water to pure water was 2:1 / 3:1 when in fact they are closer to 20:1 wastewater to pure water.
  

  Ms ******* stating that I am trying to get them for free is a joke.
  They are useless and wasteful, taking 5xs as long and wasting almost 10xs as much water than the previous unit.
  As also previously stated in my original complaint, I had to purchase another unit that works the way it is supposed to from another company over 4 months ago and have not used Pure Pros useless unit since then and will never use it again.
  

  Ms Hegazins fraudulent misrepresentation and her / Pure Pros incompetence has cost me 40 50 hours of valuable time, as well the $20.35 I lost.
  

  As also previously stated (over and over and over), she needs to send me a return shipping label and refund the $15 she stole from my debit card without my knowledge or consent.
  It was her fault that I had to send it back and I have no use for that worthless piece of garbage she sold me.
  
  Sincerely,
  
  *********** *****

  

  Business Response

  Date: 01/22/2025

  Dear Better Business Bureau,

  as mentioned before after spending hours with this customer over the phone to have him change his own filters he failed to respond to directions then I offered him to send it back to us we will change the filters for him test it and will ship it back we wont charge him for our time to change the filters but shipping back will be on his expense which we charge the $15.00 to ship back, I did not steal anything from him when he got the unit back the unit is working just like before he did not give it time nor he is knowledgeable of how it suppose to work where I explained to him it is working ok.  sorry but returning the product is on his expense if he wants to get refunded.  we had lost money for the technician to spend half an hour just to please this customer and he turn back to file a complaint it wasnt our job to change the filters if he had called a plumber to do it he would have paid hundred dollar at least.

  Customer Answer

  Date: 01/29/2025

   
  Complaint: 22661079
  
  I am rejecting this response because:

  Ms.Hegazins response:
  after spending hours with this customer over the phone to have him change his own filters he failed to respond to directions
  IS FAR LESS THAN TRUTHFUL.
  
  
  The fact of the matter is:
  She may have spent hours on the phone with some other customer not me.
  
  
  On 8/5/24 @ ****** Ms ******* sent me an email that stated (all quotes are word for word):
  It isnt hard to change filters you need to detach one line from the filter and then unscrew it from the fitting, then put some plumbers tape on the fitting and s**** the new filter in and each filter is feeding the other like in and out.
  (that was her hours on the phone)
  
  
  This is only true if the new filters openings are the same size as the old filters.
  Unfortunately,as I have stated OVER AND OVER AND OVER - Ms. ******* sent me 2 taste and odor removal filters that have markedly different size openings than the originals and required different connectors WHICH SHE FAILED TO PROVIDE even after I requested them over and over and over.
  In this complaint I provided photos of these 2 taste and odor removal filters that clearly indicate the markedly different size openings.
  Even an elementary school child is capable of distinguishing the difference in sizes and comprehending the necessity for different connectors.
  Not Ms. ********************* 8/10/24 @ 11:21 am I sent her an email titled photos with 5 photos clearly showing that the 2 new taste and odor removalfilters she sent me had different size openings and different size connectors than the other 3 filters and would require different size connectors / adapters to be sent to me.
  
  
  On 8/11/24 @ 12:12pm I sent her an email titled not compatiblestating (word for word):
  Hello again ***,
  As stated in yesterday's phone conversation, two of the filters you sent me are "not compatible" with the old unit.
  I can make the other 3 filters work, but the "taste and odor remover's" female ends are a different size from old.
  Attached are photos of both sides of the new and old "taste and odor remover" filters.
  Please send me 2 taste and odor remover filters that have the same ends as the other 3 you sent me or send me adapters that will make them work. (see attachment # 1 not compatible).
  
  
  On 8/12/24 @ 11:25am I sent her another email entitled not compatible with the EXACT SAME INFORMATION, additionally requesting a callback from her.
  
  
  Instead of sending me the adapters I requested on several occasions, she insisted on having me send the entire unit along with the new filters back to *********
  
  
  I am attaching 2 additional photos (see attachments 2 & 3 old connectors / new connectors) - one of the old filters and one of the system AFTER it was sent back to me with the new filters) that CLEARLY SHOW that Pure Pros techs NEEDED TO AND DID USE DIFFERENT CONNECTORS to attach the 2 taste and odor removalfilters to the other 3 filters.
  
  
  I am a Master ********* with 45 years experience, capable of building any house from the ground up.
  
  
  I am more than capable of constructing anything that any of her techs can put together providing I am given the required parts.
  
  
  NOBODY NOT A PLUMBER NOBODY would be able to switch out the filters without different connectors (WHICH SHE FAILED TO PROVIDE).
  
  
  (ps -only an absolute idiot would contact a plumber to assemble a Countertop Reverse Osmosis Water Purifier).
  
  
  Ms ******* claims to be an expert in the industry yet she does not understand this fundamental concept.
  
  
  Over and over and over again she refuses to acknowledge that different size opening require different connectors (WHICH SHE FAILED TO PROVIDE).
  
  
  She continues to make excuse after excuse all without foundation for her products lack of performance.
  
  
  In an 9/24/24 @ 11:52 am / in email response to a letter sent by my attorney on Ms ******* states:
  The unit is basically brand new he did not want to change the water supply valve which is probably restricting the flow or water supply to this unit.
  basically trying to blame her systems overt lack of performance on the diverter valve.
  
  
  She tried fleecing me for another $24.95 for a new diverter valvewhen all it needed was a ** **** washer.
  
  
  If it was the diverter valves fault why does the waste water gush out at almost a 20:1 ratio??
  It sure didnt slow down the wastewater flow just the pure water production??.
  
  
  When I asked Ms ******* what the ratio of waste water to pure water would be prior to the purchase of the new filters she stated 2:1 or 3:1.
  This is FRAUDULANT MISREPRESENTATION.
  
  
  Knowing this was not even close to accurate I performed a scientific experiment.
  I recorded the experiment on a video and on 9/23/24 @ 4:16pm sent it to ** ***** ************* as evidence for the debit card dispute I enacted in an attempt to recover my money from Pure Pro purchase).
  
  
  This experiment proved BEYOND A SHADOW OF A DOUBT that the ratio was closer to 20:1 wastewater to pure water.
  
  
  I used 2 similar containers and let the waste water drain into one and the pure water drain into another.
  By the time the waste water side bottle was filled up there was only a few drops in the pure water side.
  
  
  This was a scientific experiment that can not be disputed and none of Ms ******** excuses can change the results.
  
  
  In an email Ms ******* sent me on 8/25/25 @ 4:18 titled too slow(her response to my email the day before when I complained about the new filters overt slowness).
  She stated that:
  Nothing wrong with the filters I sold you, usually it will take time to fill up without the storage tank this is a tankless system therefore it does take time to fill up 4 gallons of water.
  
  
  Another groundless excuse.
  The system with the previous filters DID NOT have a tank and performed 5xs better.
  
  
  The new system I was forced to purchase from another company (****************) as a result of Pure Pros new filters overt lack of performance doesnt have a tank either yet it produces almost 100 gallons a day of water equally as pure.
  
  
  Most legitimate companies provide free shipping and handling with orders over $50 - $100.
  Not Pure Pro.
  
  
  Most legitimate companies provide return shipping labels when a customer is unsatisfied especially when their dissatisfaction is a result of fraudulent misrepresentation and the products overt lack of performance.
  Not Pure Pro
  
  
  The new 5-stage Reverse Osmosis Counter top Water Purification System I purchased was over $100 less expensive then Pure Pros, with free S&H, and ****************. honored a 10% discount bringing the total to $134 (see attachment #4).
  
  
  I made a second video which I also forwarded to ******* which showed that the **************** system actually did purify at close to a 2:1 ratio / waste water to pure / water equally as pure.
  
  
  Ms Hegazins excuse:
  the unit is working just like before he did not give it time nor he is knowledgeable of how it suppose to work where I explained to him it is working ok
  More lies.
  
  
  I was not even close to working the way the old filters worked.
  The new filters were 5x slower and wasted almost 10x more water.
  
  
  How long am I supposed to wait and how much water am I supposed to waste before her system magically begins to perform??
  
  
  Why is it that every other Water Purification System I ever purchased worked the way it was supposed to right out of the box / day one??
  
  
  When Ms. ******* states: nor he is knowledgeable of how it suppose to work.
  She flatters herself.
  As if water purification systems are some kind of rocket science.
  
  
  I sustained a 3.8 GPA throughout college consistently making the Deans List.
  I strongly doubt that she is capable of comprehending anything that I would not be able to.
  This is demonstrated in my ability to formulate a coherent sentence.
  
  
  How can she explain to me it is working ok when it MOST DEFINITELY IS NOT.
  More gibberish.
  
  
  I have copies of ALL of the emails I mentioned in this response which I would be happy to provide.
  I have copies of the videos I made, both of the scientific experiment I conducted, and of my new myaquafilter system that I am happy with.
  
  
  I tried to submit my response on 1/23/25 with the videos included, but was unsuccessful.
  
  
  After several failed attempts , I called the BBB and was told I needed email their customer.relations which I did 1/23/25 @ 4:51 stating:
  I spent several hours composing my reply - and found it necessary to attach a couple of JPG files as well as 2 video's (mp4 which I had to compress to zip files) as supporting evidence.
  After several attempts - your system "blocked me out" for security reasons???
  
  
  I received an automatic reply:
  Your message was received, and a Customer Relations Team Member will be reviewing your request and will send you a response within 1 business day.
  
  
  Unfortunately that was not the case and I still have not heard back from them.
  Since I needed to submit this response by 1/30/25 I decided to do so without the videos but saved copies and would be happy to provide.
  
  
  My case is based on fact:
  
  
  I was fraudulently misled into purchasing replacement filters, and sent filters that could not be assembled with pre exsisting connectors.
  
  
  I made it abundantly clear on numerous occasions that I needed them to be provided, to no avail.
  
  
  Instead of sending me the necessary accessories, Ms. ******* insisted that I mailed the old unit along with the new filters back to *********
  
  
  Without consultation or authorization, Ms. ******* removed $15 from my debit card account.
  
  
  When I received the rebuilt system, I was extremely disappointed with its performance and have no further use for it.
  
  
  Ms.******* continues to deny that there is anything wrong with it, over and over and over even after I produced overwhelming evidence to the contrary.
  
  
  Over and over and over she denies her mistakes and her systems uselessness instead blaming me, the diverter valve, tankless system, even Father ***** etc etc
  
  
  Since my first communication with Ms ******* regarding the replacement filters back in May 2024, I have wasted 50+ hours of valuable time and immeasurable aggravation with this ordeal. / fiasco.
  
  
  I had to find another bank, because td reversed their provisional refund, and I refuse to lose $170.70 for the worthless pieces of garbage that Pure Pro sold me.
  Instead of protecting me against fraud they decided to side with my adversary.
  No big loss there td was a bad bank.
  
  
  I had to spend $20.35 out of my own pocket to pay for Ms ******** fraudulent misrepresentation, mistakes and incompetence.
  
  
  Ms.******* needs to send me a return shipping label, as well as refunding the $15 she stole from my debit card as well as the $20.35 S&H.
  
  
  Why should I have to pay for her mistakes and incompetence?
  
  
  The time I lost alone is worth 20 of these systems.
  
  
  Not to mention the immeasurable aggravation.
  
  
  
  
  
  
  
  
  
  
  
  

  
  Sincerely,
  
  *********** *****

  

  Business Response

  Date: 01/30/2025

  we replaced the same filters and the unit is working therefore what we did was based on 25 years of experience, fitting was provided and the customer did not know what to do or how to replace the units I stayed with him hours on the phone trying to tell him he was not comprehending therefore we suggested to have it shipped to us and we will do it at no charge we change the filters and the fittings were added also at no extra charge the only charge was involved was shipping if the filters are not returned to us there will not be a refund also the refund will reflect the price of the filters he paid not shipping or restocking fees.