Complaints
Customer Complaints Summary
- 2 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/24/2024
Type:Status:ResolvedMore 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.
Date of sale:2/20/2024 for Countertop Water Distiller Cost:$593.75. When we recieved the distiller in Feb 2024 it did not work 100%, after take parts off, sending picture, and doing the repair the company advised it worked fine until Aug 2024. Aug 16 2024 started emailing from the same thread with the company regarding second issue. After sending all information company requested Aug 21, no response to me by Aug 28 so emailed again. Got a response, and the final response "Goodness, something isn't right. I will get back with you when he gets in tomorrow"but no response for 27days now. 9/19 I contacted the lawyer info from another complaint, but no response. This was alot of money for me, and I need a water machine that works! Puddles of water in the floor from it is not acceptable. I am tired of having to follow up and the no response now. Like the other complaint filed, customer service is terrible. I hope this company is not ripping off the elderly as not many I know could do repairs the company ask for there expensive machine.
Business Response
Date: 09/25/2024
I responded within 1 1/2 hours of the email from Homer. I'm happy to replace his distiller. I want him to be a satisfied customer but I did not get a response. My offer still stands, I look forward to his response.
From: ******** ****** ****************************
Sent: Thursday, September 19, 2024 12:47 PM
To: ***** ****** ***************
Subject: Re: H.Walker - Fw: Distiller Troubleshooting
Hello ******
I'm so glad you reached out to me! I do not want any customers to be unhappy with their purchase. This sounds like a very unusual scenario with the SteamPure and I'm sorry you've had a frustrating experience with this. Would you like us to send you a new distiller? I would be willing to send you a new one no charge. We have them in stock again so I we can ship it out right away! We would include a return shipping label so we get the original unit back.
Please let me know.
Kind Regards,
******** ******
Vice President
Pure & Secure, LLC
**** ** **** ***
Lincoln, NE 68524 USA
************
**************************
*******************
Improving the Quality of Life by Improving the Quality of Water!
The information contained in this message and the accompanying documents is privileged and confidential and is intended for use only by the person or entity to which it is addressed. Please be aware that any copying, disclosure, re-transmission, or dissemination of this information in any form is strictly prohibited and may be subject to legal restriction or sanction. If you think that you have received this message in error, please notify the sender and delete from your system.Customer Answer
Date: 09/25/2024
Better Business Bureau:
I sincerely wish I would have seen ********** response but it didn't not come up in my email. I did the auto search each day in my email for her response and it did not come up. My intent was to avoid BBB and save myself an 45 minutes worth of time filling out the BBB form. Thank you ******** for your quick response. Please let me know the steps required to receive the new distiller. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Kind regards.
Sincerely,
***** ******
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