I am filing this formal consumer complaint against LivePure regarding repeated failure to provide satisfactory service for my Rental RO, failure to honour the committed service SLA, repeated closure o[censored]nresolved complaints, and a serious concern regarding the integrity and auditability of the company's complaint-management system.
This is no longer a simple delay in service. The repeated pattern of complaints being closed without satisfactory resolution, followed by my having to raise fresh complaints, raises serious concerns regarding consumer service records, system controls, audit trails and the manner in which SLA performance is being recorded.
I request that this matter be investigated at an appropriate senior management / grievance / IT audit level.
1. RO stopped working – 1 August 2026
On 1 August 2026, my LivePure Rental RO stopped working.
I immediately contacted LivePure customer care and raised a service complaint. I was informed that the applicable SLA was 24–48 hours.
Despite multiple follow-ups with customer care and attempts to contact the assigned engineer, no engineer attended the issue within the committed SLA.
Instead, after approximately six days, the complaint was closed in the system even though the issue had not been resolved.
What makes this more concerning is that the system subsequently generated a 4-star rating against the closed complaint, despite the fact that the service had not actually been satisfactorily completed.
I did not consider the matter resolved.
2. Forced to raise another complaint – 7 August 2026
Because the original complaint had been closed without resolution, I was effectively forced to contact LivePure again and raise a new complaint on 7 August 2026.
An engineer finally visited on 8 August 2026 and repaired the RO.
When I questioned customer care regarding the premature closure of my earlier complaint, I was told that the complaint had allegedly been closed because of a system issue / automatic closure.
I specifically requested that this matter be registered as a complaint and investigated.
I was informed that a formal complaint could not be raised for this issue, but the customer-care representative stated that an internal ticket had been raised to investigate the matter.
I request that LivePure provide the reference number and outcome of this internal investigation.
3. Water quality deteriorated again
Unfortunately, the problem did not end with the repair.
Within approximately 4–5 days, the taste of the water again deteriorated significantly and the TDS/TST reading was approximately 200.
Considering that this is a drinking-water purification appliance, I was concerned about the quality of the water being supplied through the RO.
Therefore, I raised another complaint on 12 August 2026.
However, this complaint was again closed yesterday at approximately 9:00 PM, despite the underlying concern not being satisfactorily resolved from my perspective.
Once again, a 4-star rating was associated with the closed complaint.
As a result, I have today been forced to raise yet another fresh complaint, which has again restarted the service process and extended the applicable SLA by another 24–48 hours.
This repeated cycle is unacceptable.
4. Repeated premature closure – serious concern
The sequence of events is now extremely concerning:
Complaint raised → SLA approaches/expires → complaint closed → issue remains unresolved → customer forced to raise a new complaint → new SLA starts.
This has happened repeatedly.
When I contacted customer support, I was again informed that the closure was allegedly related to a system upgrade/system issue.
If this explanation is correct, it indicates a serious failure in the company's complaint-management controls.
An automated system should never mark an unresolved consumer complaint as successfully closed merely because an SLA/system process has been triggered.
5. Serious System Integrity / Audit Concern
I want to specifically emphasise that I am not treating this merely as an SLA dispute.
The repeated unexplained closure o[censored]nresolved complaints raises a serious concern regarding the integrity of LivePure's customer-service records and the controls governing backend access and modification of those records.
I therefore request a proper IT/security/audit investigation to establish:
Whether each complaint was closed automatically or manually.
The exact date and time at which each status change occurred.
The user/employee/system ID that initiated or triggered each closure.
The complete ticket-status history before and after closure.
Whether any backend user manually modified the complaint.
Whether any information was subsequently modified, overwritten or deleted.
Why a 4-star rating was generated for an unresolved complaint.
Whether customer confirmation is required before closing a complaint.
Whether the alleged system upgrade affected complaint status.
Whether similar incidents occurred with other customers.
Whether appropriate audit logs exist for all such activities.
Whether those audit logs are protected against modification or deletion.
I am not alleging that any particular employee deliberately manipulated my complaints without evidence.
However, the repeated pattern creates a legitimate concern that either:
a) there is a significant failure in LivePure's automated complaint-management controls, or
b) complaints are being manually closed/modified from the backend without the underlying service actually being completed.
Both possibilities warrant investigation.
6. Concern regarding preservation of evidence and audit records
The relevant backend information is exclusively maintained and controlled by LivePure.
As the consumer, I only have access to the customer-facing information such as complaint numbers, status notifications, screenshots and communications.
Therefore, I request that LivePure preserve all relevant records and audit trails, including:
Complete complaint history
Status-change logs
Assignment/reassignment logs
Engineer visit records
Closure records
Backend access logs
User IDs associated with status changes
System-generated events
Rating-generation records
Customer-care call records
Internal investigation records
Relevant system/application logs
Records relating to the alleged system upgrade
These records should be preserved so that the actual sequence of events can be independently established.
7. Deficiency in Service
Based on the above events, I believe there has been clear deficiency in service, including:
Failure to provide service within the committed 24–48 hour SLA.
Failure to attend the first complaint within the committed period.
Repeated customer-care follow-ups.
Failure to resolve the issue before closing the complaint.
Premature closure of complaints.
Forcing the consumer to repeatedly raise fresh complaints.
Repeated restarting of the SLA.
Recurrence of the water-quality concern shortly after repair.
Closure of the subsequent complaint without satisfactory resolution.
Significant inconvenience and loss of time caused to the consumer.
8. Relief / Resolution Requested
I request that the appropriate Consumer Grievance Authority require LivePure to:
A. Service Resolution
Immediately arrange a complete technical inspection of my RO.
Check the filtration system, filters/membranes and water-quality parameters.
Establish and rectify the reason for the recurring deterioration in water taste and TDS/TST.
Provide written confirmation that the RO is functioning properly and the water-quality concern has been resolved.
B. Complaint Investigation
Investigate all my complaints from 1 August 2026 onwards.
Explain why each complaint was closed.
Confirm whether each closure was manual or automated.
Provide the relevant ticket history and closure reason.
Provide the reference number and outcome of the internal investigation previously mentioned by customer care.
C. IT / Audit Investigation
Conduct an appropriate IT/security/audit review of the complaint closures.
Preserve and review relevant backend audit logs.
Establish who/system initiated each closure.
Determine whether the alleged system upgrade caused the issue.
Determine whether any unauthorised or inappropriate modification of my service records occurred.
Take corrective action if any system-control failure or improper access is identified.
D. Consumer Relief*
Provide appropriate compensation for the service disruption, repeated inconvenience and time spent pursuing unresolved complaints.
Provide an appropriate rental subscription extension/refund/adjustment for the period during which the promised service was unavailable or inadequately provided.
Ensure that future complaints are not closed without actual resolution and appropriate consumer confirmation.
9. Final Submission
I subscribed to LivePure Rental RO with the expectation that a drinking-water purification service would be supported by reliable maintenance and timely customer service.
Instead, within a short period, I have had to:
raise multiple complaints → repeatedly contact customer care → chase the assigned engineer → have complaints closed without resolution → raise fresh complaints → restart the SLA.
This is not an acceptable customer-service experience.
More importantly, a complaint being marked "Closed" in a company's internal system does not necessarily mean that the consumer's problem has been resolved.
If the closures were genuinely caused by an automated system failure, then LivePure needs to explain why its system permitted unresolved consumer complaints to be closed.
If they were manually initiated, LivePure should be able to identify the responsible user through its audit trail.
I therefore request that this matter be treated as a formal consumer complaint involving deficiency in service, failure to honour the committed SLA, improper complaint closure and a potential system-control/audit issue, rather than simply being closed as another routine customer-service ticket.
I have preserved screenshots of the complaints, ticket status, dates, ratings and other relevant evidence and can provide them as supporting documentation.
I request acknowledgement of this complaint and a written, point-by-point response addressing the above concerns.
Regards,
Krishna Maurya
Registered Mobile: [protected]
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