Complaints

This profile includes complaints for The Pure Experts's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The Pure Experts

  352 Warren Avenue Portland, ME 04103

• 

  The Pure Experts

  352 Warren Ave Ste 1 Suite 1 Portland, ME 04103-1188

• 

  The Pure Experts

  75 Maverick Street Rockland, ME 04841

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  The Pure Experts

  119 Bath Road Brunswick, ME 04011

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:01/08/2025

  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.

  New water filters and tanks were contracted to be installed to augment the water system. However, the company's plumber technician sent to do the job made a serious mistake. Reversed pipes and connections caused the system to spew fouling agent throughout the whole house water system instead of purifying the water as intended. It has been a process of 3 months to rectify and restore the system, with constant cleaning of fixtures, etc. Plus we have been without drinking water and hot water as the flushing process was undertaken. Additional expenses were incurred in replacing product and paying for independent water tests. The Pure Experts company has been ambiguous and deflating in its response and has not offered any compensation. Given the inconveniences and damages suffered, it seems a full refund is in order. Since it seems we must hire another company, there is likely to be major costs to having them repair and replace tanks, filters, appliances, etc. as needed.

  Customer Answer

  Date: 01/21/2025

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

  Business Response

  Date: 01/22/2025

  Mr. *****, we have been diligently trying to get your to allow us to schedule correction since 11/21/24. I've attached the last email we sent to you on 1/8/25.

  "Mr. *****,
  Please stop with the disrespectful manner in which you speak to and about any member of this company. There's no need to point fingers or use foul and degrading language. If this behavior continues, I will be forced stop all communication between you and the company, immediately. 
  
  We totally understand that you're frustrated with the situation but not allowing us to correct it, which first we need to confirm that the problem is persisting, isn't helping us to correct any lingering concerns. 
  
  Points of miscommunication:
  you're emailing team members from multiple emails, currently 3 and counting. ******************** **************** ***************************)
  you're declining to allow us to come correct the issue. 
  Many days in between returned calls
  Requesting a full refund in lieu of allowing us to correct the issue at hand 
  Reaching out to multiple members of the team instead of the single point person - this caused delays and confusion. Laya is the only person you should be in touch with at this point. 
  Requesting that the calls be escalated when the request for a refund has been denied - there's no need to get more people involved, everyone is already aware and involved. 
  The photo you sent to ***** ****** today is the same photo that you sent on October 18th. That is not your current water quality. If you're sending photos 3 months later pertaining to water problems, please be specific on what dates they're from and make sure to take new photos if you're referring to the current water quality. 
  
  When we send emails that say: "we will eagerly be looking for your response." And you don't reply, then email a different person in the company, from multiple email addresses, with photos from 3 months ago insinuating this is your current water quality, it makes it very difficult internally, let alone to communicate with you regarding a proper correction.
  
  A contracted plumber made a mistake at your original installation, which was corrected 10 days later, which would have been sooner, but you wouldn't now allow us to come earlier. Mind you, his insurance is liable for any future claims, not ours.  We came back another 30 days later (because that was the earliest you would allow us) to confirm if any additional corrections were needed and have made countless attempts to contact you to schedule that correction. 
  
  You have chosen to decline the service and requested a refund, which will not happening, mainly because 75% of the work that was performed at the installation of the ISM150 was for equipment other than that system.
  
  Replacement WC100 tank & media (that's 80% of a brand-new water conditioner) 
  Add calcite media to C150. 
  Add Quantum Disinfection system for bacteria. 
  75% of the labor Involved was for these items. 
  All this work was done in additional to installing the ISM150.
  
  However, if you would like to allow us to schedule an appointment to confirm the service(s) needed and perform the service(s) needed to correct this current problem at hand, we can happily do that. Given it's been nearly 2 months, a reassessment is imperative. 
  
  We have been trying to get this corrected. The delay is not because we aren't willing, lack the time or abilities on our side of things, but because we have not been able to confirm a correction date & time, or even that you will allow a correction at all.  We understand that you are busy, and we can empathize with you on that, but we still would prefer to get this squared away ASAP. 
  
  Generally, when things are expressed to be urgent, we make the time swiftly, like we tried to do with you. From the beginning, it has been quite confusing when situations are referred to as an "emergency," but corrections can only be scheduled several days or weeks later. We have ****** customers. When and if problems arise, the quicker we correct them the less time, energy and resources are spent on correcting them.
  We hope this email finds you well, and that you respond with some dates and times that work best for you so we can make sure that your 4-stage treatment system is functioning properly, as designed. Ideally, we will confirm one of those available dates and move forward towards the resolution. 
  
  Please "reply all" to this email and all future emails to ensure all necessary members of the team are included on all future email correspondence to minimize confusion and maximize efficiency. 
  
  Have a great evening.

  Best,
  ***** ****" -1/8/25"

  Customer Answer

  Date: 01/23/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [I have made many efforts for a settlement on the matter resulting from the companys mistake, the resulting damages, and failure by the company to provide compensation for the significant inconvenience and damages. I have been patient and respectful in dealing with the companys personnel, but have received responses for schedules for all to be rectified. The company simply needs to make amends as any business would do in compensating for its mistakes and not fulfilling a contractual obligation.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  Business Response

  Date: 01/29/2025

  Mr. *****,

  The contract already is fulfilled.  We offered to do additional work, to go above and beyond rectifying the installers error.  IF you will not allow us to come there, we cannot complete that work but it doesn't actually need to be completed.  The work order installation has been completed. The systems work. We are not refunding you for this purchase. We have one additional service issue to address that was offered a month after the installation correction, that was above and beyond our work agreement, not part of it. Please keep in mind that you borderline harassed us for 3 years over several bags of salt and we know you have no intention of correcting this swiftly unless it is fully in your financial favor. We, however, have been more than willing to swiftly correct the installers error and did so as quickly as you would possibly allow us to. We tried going the same day you called but wouldn't allow us to come for 10 days after the initial installation. Going to the BBB isn't going to charge our answer. Your systems are installed and they're working exactly as designed.  We offered to rebed a tank, in addition to our already completed installation. It doesn't actually need to be done, we just offered it in hopes of going above and beyond only correcting the issue.  You already had a C150 (pH neutralizer - raises pH), WC100 (water conditioner - reduces hardness) and RO400B (reverse osmosis - purified drinking & cooking water) installed from 11/2019. At the new 10/11/2024 installation we installed a new BB10 (inline sediment system) and a new QuantumX (bacteria system), replacement tank and media for your WC100 (80% of the system), All 4 replacement filters for your RO400B, added media to your C150, as well as a new ISM150 (iron, hydrogen sulfide, manganese reduction system). Everything is currently working as it's supposed to be. A tiny bit of media came out of the ISM150 upon installation, was corrected, and everything is now working fine. You haven't asked to be compensated for anything other than a full refund, which will not happen. 80% of the work performed at your home was for systems other than the ISM150.  If we were going to give you a refund, we would issue it for 20% of the $5438.36 and remove the ISM150. However, that system is working properly. A refund and/or removal is not necessary. Talking back and forth through BBB posts most certainly isn't going to get this done any quicker. If you would like to schedule a call with me to coordinate the extra work we offered, please let me know.  You have my email and cell phone number on the email I sent you.

  Customer Answer

  Date: 01/30/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as 

  The company response is unacceptable as it s full of misinformation and false statements . Some is incomprehensible ad we hav no idea what the reference to 3 years is about. We have mot reused any service. The company has refused to make mutually agreeable times. Furthermore the company has made a number of visits and suggestions in a piecemeal fashion indicating it is unable to acknowledge and fix the problem and compensate for damages. It refused to put in writing the plan to make corrections and different personnel each offered different advice and action. Thus who can confidence in that? So we have had to consult another company and enlist an independent lab. The company has been derelict and rude and a refund is more than due us. We would have preferred a mutually agreeable solution but the company has been unwilling to work on that as would be proper. Instead the company makes false statements and denies responsibility. Very sad.
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  Date:12/20/2024

  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.

  I am writing in response to your email dated December 19 regarding the invoice for services discussed on December 2 with **** ****, where we agreed on a fee of $479.Laya scheduled an appointment for December 20 between 9:00 and 10:00 am to complete the following services:Disconnect the whole house water filter located in my crawl space.Disconnect and remove the under-sink drinking water units, or, if I chose to keep them, bring the correct filters.This agreement was confirmed during our recorded conversation. I specifically requested the correct filters due to a previous oversight by a technician on November 19, 2024.On December 20, I had a packed schedule and expected the technician to finish before my important Zoom meeting at 11:00 am. Unfortunately, the technician did not arrive within the scheduled timeframe. At 10:30, I called Pure Experts, and Laya promised to check with dispatch. After not hearing back, I called again at 10:52, growing concerned.During my Zoom meeting, I received a text from Laya explaining that my technician had been diverted due to an emergency and that another technician would come. The technician arrived just before 12:30 and promptly disconnected the water filter. However, he lacked the correct filters for my under-sink units and needed to retrieve them from another technician.Despite reminding him that I had to leave by 3:00 pm, I waited until 2:37 with no updates. When I called, I left a message about rescheduling, feeling frustrated. When the technician finally arrived at 2:50 with the filters, I had to inform him that I could not proceed and would need to reschedule.When I spoke with Laya, I was met with demands for immediate payment and threats of collections, which I find unprofessional, especially as a long-time customer who has always paid on time.I urge Pure Experts to reconsider their stance on payment and work towards a resolution that ensures satisfaction for all parties involved.Thank you for your attention.

  Customer Answer

  Date: 12/31/2024

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

  Business Response

  Date: 01/04/2025

  *******,

  After looking into this matter further, not a single part of this complaint is accurate or true.  You did not buy the water treatment equipment you have in your home from us. You asked us to inspect your home, we informed you that there were new concerns with the water, you asked us to special order filters for your Reverse Osmosis (**) and schedule a time for one of our plumbers to come disconnect the other companies equipment.  You then called our office repeatedly asking different people to explain the same inspection results to you hoping you'd find a different answers. We have 9 documented incoming calls since the initial appointment for inspection and water testing as proof of you changing your mind multiples times on if you wanted ** filters replaced or not and that the appointment was tentative, not set in stone. Then decided you didn't want the filters so they weren't brought to the appointment. We didn't even make an official appointment with you as we didn't have any openings available before Christmas but you were very intent on getting the systems disconnected before the holiday so we offered to try and squeeze you in at the end of a long Friday, which means the appointment was tentative to begin with. Then, after the installer arrives you decided you did want the ** filters replaced so we had the installer drive all the way back to our office to get them. Once he returned, you jumped in your vehicle to leave before allowing the installer to replace the ** filters. The installer had to walk up to your vehicle in the driveway so the dispatch manager could speak with you to confirm that we performed the work the installer was sent there to do that day (disconnect your systems), what you were quoted beforehand, and make sure you knew that payment was due now. Your response was, "I'm not paying you for a long long long long time", in a loud, aggressive manner while laughing. Regardless of the tone and manner, we simply made sure to express that you could either pay the bill within 72 hours or we will be forced to send the invoice to collections, which is standard procedure for the extremely rare times we've ever had to deal with a situation when a customer refused to pay for services. Had you given the installer the 5 minutes needed to replace the filters, that could have been completed. You were quoted and informed of the charges prior to the appointment, changed your mind several times on if you wanted the ** filters replaced, we made it abundantly clear that the only way we could get to your home before the holiday was to set a tentative appointment at the end of a long work day and that it may not be possible at all, we tried to perform work that you eventually decided you wanted done, you disrespected multiple members of our staff and said you weren't paying. My stance and final decision is that unless you're going to authorize a new estimate prior to us coming that includes the work that was already performed and the cost of the filters, and pay us upon arrival with a bank check, we cannot service you. Unfortunately, trust has been broken. All we did was offer you a free inspection and on the water treatment equipment you bought from another company and a free water test. As a thank you for notifying you of changes to your water quality since you installed equipment several years prior, we received this review. We're in excellent standings with the BBB, State of Maine, and I was just awarded top 25 CEO's in ***** last year because we go to great lengths maintain full legal compliance and to ensure the satisfaction of our customers (all ****** of them) when we are treated with respect and compensated for the work we're asked to perform, not because we do wrong by people. This review was unnecessary, inaccurate, and just not true. We have recorded conversations, GPS records, and work documentation to support our side of this ************** have my personal cell phone number and email.  Please contact me directly for any future concerns. 

  Sincerly,

  ***** ****

  Customer Answer

  Date: 01/08/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  I do not appreciate being labelled as falsifying incidents that have happened to me and other people in your company when you were not an active participant in any of the events.  I would like more respect and care for my needs as well as yours.  I do not mean to harm anyone or any company with this complaint.  I wanted your company to understand my position as well as yours.  ************ and you have been awarded a top position for making sure that your company goes to great lengths to ensure satisfaction of their customers.  Please consider that I am your customer and have been an ********************** customer for a long time.  I do not lie. and abhor being  told that my facts are inaccurate and not true.  I think there has been misunderstanding on both sides and I just want to go forward without any more complaining or arguing.

  Thank you.
  
  Regards,

  ********

   

   

  Business Response

  Date: 01/29/2025

  ********,

  I stated that we were willing to help you once you paid for the work that has already been performed and paid up front for the future work you're requesting to be performed.  Regardless of who said what, you chose to intentionally not pay for your last invoice for services that we performed. We are not the same company as the Aerus Franchise you bought the equipment from originally. The responsibilities fall on Midcoast Aerus, a company that is now closed.  Our offer to help you was simply that, just an offer to try and help a customer. We do not have any legal requirements to assist you in any way, shape of form.  The fact that you made a BBB post without first calling the office and asking to speak to the owner, means that you did intend to cause harm to the company.  Though the BBB is a 3rd party company, holds no legal rights to hold any company accountable for anything, and allows most companies to pay them for an A+ rating which I don't think is fair at all, many consumers hold the company in high regard and take complaints and poor reviews very seriously. None of this was needed.  Had you called the office, asked to speak with me, I'm sure whatever work you're requesting would have been completed by now. However, you intentionally chose to go directly to social media, which to me, as a business owner, is an intent to harm the reputation of a business, especially when the business owner didn't even have a chance to get involved.  The only negative reviews we've ever had over my 7 years of being a business owner were when a customer failed to contact the company and/or me directly to rectify a situation. There's been countless customers over the years who've had concerns, called, and I've always corrected them all. Even times when I would win a legal dispute, purely out of principle because we were not in the wrong, and then refunded money afterward because I believed it was the right thing to do.  I will always go to great lengths to make sure people are happy with their water & air quality and floorcare equipment.  Once you have paid the unpaid invoice from the prior visit, we will call you to schedule the additional work you're requesting. Once we arrive, we just ask that you pay upon arrival for the services. We are still willing to help you, these are the terms. I will make sure your unpaid invoice is resent via email and mailed to you today.