Complaints

This profile includes complaints for Puls Technologies, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Puls Technologies, Inc.

  849 E Stanley Blvd PMB 203 Livermore, CA 94550-4008

  
• 

  Puls Technologies, Inc.

  444 Spear St San Francisco, CA 94105-1684

  

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:04/24/2025

  Type:Product 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.

  On January 28, 2025, I requested PULS Technologies come to my home and repair my ** refrigerator. They ordered an icemaker and returned some time in February to replace the part. I paid $129.21 on the initial visit and $542.21 when the technician, ****** returned to install the component. We were advised to contact **** if the replacement part did not fix the problem. We contacted them and requested another appointment so they could continue to diagnose the issue. After nearly 12 weeks of not showing up when they set appointments and continued misdiagnosis's we requested **** return our $671.40. They responded with an email with a refund request number and requested up to 72 hours to review the case history. We still have not heard from them and have no idea if we are going to receive our refund.

  

  Business Response

  Date: 04/24/2025

  Dear Mr. ****************** you for bringing your concerns to our attention.
  
  We sincerely apologize for the inconvenience and frustration youve experienced. At ****, we always strive to provide timely, high-quality service, and we regret that we fell short in meeting your expectations in this case.

  We understand how disappointing it must have been to deal with ongoing issues even after the replacement of your ice maker. During the technicians visit, a defective factory part was identified and replaced. Unfortunately, it appears that even the replacement may not have resolved the issue completely. Additionally, our technician performed two more repairs to address problems with the defrost sensor and freezer functionality.

  We also acknowledge your concerns regarding delayed follow-ups and missed appointments, and we deeply regret any lack of communication that added to your frustration. Please know that this does not reflect the standards we hold ourselves to, and we appreciate your patience.

  We completely understand your request for a refund. However, to properly evaluate your refund request and ensure that we are taking the appropriate action, we are requesting one final opportunity to send a different technician to perform a re-diagnostic at no cost to you. This visit will help us gather accurate documentation, determine whether the previous repair was correctly performed or if another issue may be causing the problem, and ultimately make a fair and well-informed decision regarding your refund.

  Please let us know your availability so we may schedule this visit at your earliest convenience. We truly value you as our customer and are committed to making this right.

  Sincerely,
  Jem
  **** Refund Team
  **************

  
  

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23241508
  
  I am rejecting this response because:photos 2 and 3 show no ice in the storage tray and frozen ice in the tray that will not eject.
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 05/02/2025

  Hello, *******.

  As initially emailed to you, we have received approval for your refund of $540. This decision was made considering that the technician visited three times to address the issue. Before we move forward with the refund process, we kindly ask you to provide your availability. The technician will need to return to retrieve his part. Please let us know a convenient time for this so we can proceed accordingly.
  
  
  Sincerely,
  **** Refunds Team

• Initial Complaint

  Date:04/21/2025

  Type:Product 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.

  On 4/7 I paid **** $315 to repair my dryer. They sent a technician out, but the technician was not able to make the repair. He also let us know **** was a scam and to book with him separately. I requested money back for the repair on 4/11 and **** admitted on 4/12 that they owed me $226.56charging an $89 service fee. They told me they needed my ****** account details to process the refund. I told them they had my information and that I didnt feel comfortable providing even more information over email on 4/12. They did not respond. I followed up on 4/14 and told them if I didnt hear back, I would pursue a chargeback through ******. On 4/19 I opened a case with ******. I have still not heard anything from **** after they sent the scammy phishing message.

  

  Business Response

  Date: 04/22/2025

  Hi ****, thank you for bringing this to our attention. We sincerely apologize for the challenges youve experienced and fully understand your frustration.
  
  Wed like to inform you that we emailed you on April 12th regarding your refund. In that email, we confirmed that the refund amount of $225.56 was approved and requested your ****** detailsspecifically, the email address associated with your ****** accountso that we could promptly process the refund. Unfortunately, we have not received your response yet.  Please reply to our email with the email address linked to your ****** account.
  
  Unfortunately, upon reviewing your case, we noticed that there is an open dispute with your bank. Please note that we cannot proceed with the refund while this dispute remains active. We kindly request that you withdraw the dispute to allow us to complete the refund process.
  
  We have attached a screenshot for you to see that we have emailed you last April 12th with no response.

  Thank you.

   

  Sincerely,
  Mariel
  **** SMM Team
  **************
  
  

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23233864
  
  I am rejecting this response because I have attached two emailed responses, in addition to the communication through ******. Id prefer you respond to the ****** dispute.
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 04/25/2025

  Dear Mr. ******************** you for your response. We appreciate the opportunity to clarify the current status of your refund and your concerns regarding communication through *******

  For clarification, we initially contacted you via email on April 12th, confirming that your refund of $225.56 had been approved. In that email, we requested that you provide the email address associated with your ****** account so we could process the refund accordingly, as ****** was the payment method used when the original transaction was made.

  At this time, we have not received the requested information. We fully respect your hesitation in sharing personal details, and please rest assured that any information provided will be handled securely and used solely for processing your refund.

  Additionally, we have noted that there is currently an open dispute filed with your financial institution. Please be advised that we are unable to proceed with the refund while this dispute remains active, as it can interfere with payment processing or result in duplicate transactions. To continue, we kindly ask that you withdraw the dispute. Once it has been resolved and we receive your ****** email address, we will process the refund without further delay.

  Upon processing, the refund of $225.56 will reflect in your ****** account within 23 business days, depending on ******* processing times.

  We genuinely regret any inconvenience caused and appreciate your understanding as we work toward a resolution. Should you have any questions or wish to continue the conversation by email or phone, we are here to assist.

  Sincerely,
  Jem
  **** Refund Team
  **************

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23233864
  
  I am rejecting this response because I have contacted the business multiple times after the initial contact, as reflected in my previous attachments. 
  

  Given that the company has repeatedly lied about the reality of the contact that I tried to have with them for over a week before beginning this process , I will only cancel the open dispute with my bank after having received my money back. I have no reason to trust that this business will act ethically as they havent done so to date.  
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:04/08/2025

  Type:Product 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.

  My refrigerator stopped cooling and on Feb. 7 they came over to repair it. They said they had repaired it and charged me $400 (which seems to be a common amount for **** refrigerator repairs based on other complaints I have read). Less than two months later, on April 2, it stopped cooling again. It's not been 6 additional days and **** has been unresponsive. After I threatened to get a refund through my credit card company, the responded and said they would come back out for free under their "guarantee" policy. I scheduled a visit through their portal but, as I also see from other reviews is frequently the case, they canceled this at the last minute. They then asked me to schedule again, but this time they wanted to charge me $85 up front for this visit. For more than 48 hours I have been trying to address this since then but with no response. All the food in the refrigerator had to be thrown out. At minimum I would like a full refund for this horrible experience.

  

  Business Response

  Date: 04/09/2025

  Hi *****, thank you for bringing this issue to our attention. We deeply apologize for the inconvenience caused by your refrigerator repair experience. We understand how frustrating this situation has been and are working to resolve it promptly.
  
  We have scheduled a guarantee appointment as part of our policy and are in the process of assigning a technician to your requested visit. Rest assured, we are prioritizing this matter to provide you with the quality service you deserve. Your patience is greatly appreciated, and we will keep you updated on any changes or progress regarding your appointment.
  
  Additionally, we have sent an email with details about your guarantee appointment. Please check your inbox and confirm whether you would like to proceed. If you choose not to move forward with the appointment, we are happy to submit a refund request and review this with our team.

  
  
  Sincerely,
  Mariel
  **** SMM Team
  **************
  

  
  

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23175810
  
  I am rejecting this response because: I have not received the email they claim to have sent. They have been making claims about helping me for over a week and have done absolutely nothing to help me. Do you know what it's like to go a full week without a refrigerator? I would have used someone else but I paid them $400 for nothing and I want it back.
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 04/11/2025

  Hi, *****. 

   

  Upon checking on your account with us we saw that the technician was able to went back and have the unit re-inspected in which you are able to communicate with the team regarding this, 

  Thank you!

  **** Support Team

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23175810
  
  I am rejecting this response because: the result was unsatisfactory. It should not take two weeks to schedule a repair for a refrigerator. There was no attempt to provide a partial refund or to otherwise make good on the company's poor service.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:04/05/2025

  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.

  On 03/06/2025 I requested an appointment regarding a smell issue with a washer. Technician came and assesed to change the gasket.On 03/15/2025 technician came back to replace the gasket. No other job was performed on his side regarding the smell, as it remained.Days after on the first use we noticed water leaking from the bottom, restroom filed with water. I contacted **** to submit a warranty claim.**** approved the warranty and scheduled for 03/27/2025 after waiting for a technician for two hours and having to skip work to attend the appointment there was a no show. **** rescheduled for 04/03/2025 second appointment, no show. Rescheduled for saturday 04/05/2025 another no show.Unsure if these are retaliation practices for clients requesting warranties. But at this point, I want my washer repair, and to be paid the wash fold services we have had to use for the past 3 weeks.These practices are unbelievable

  

  Business Response

  Date: 04/06/2025

  Hi *****, thank you for bringing this to our attention. We sincerely apologize for the inconvenience and frustration you have experienced throughout this process.
  
  Upon reviewing your appointment, we noted a conversation with our Supervisor where you mentioned that you had already hired another company. You also agreed to share the inspection report from the other service provider so that we can move forward with reviewing your refund request. Additionally, we have sent you an emailplease respond to it with the requested supporting documents.
  
  Your feedback is invaluable in helping us improve our service standards and avoid similar situations in the future. Thank you for your patience and cooperation as we work to address this matter.
  
  
  Sincerely,
  Mariel
  **** SMM Team
  **************
  
  

• Initial Complaint

  Date:04/03/2025

  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.

  I bought **** technology insurance and dryer repair services and when the tech came to fix my dryer he not only didnt install the dryer duct but my fuse blew. As a hvac tech this is extremely unprofessional. When i requested a new consultation they didn't honor it and said that the tech states I gave him aftermarket parts. I then showed the company text messages directly from the tech with his work phone number as provided on the invoice and they still didn't honor it due to the tech expressing I provided the parts. They told me I would have to purchase the service all over again when It didn't work from the beginning. Then I received an email stating free health of your appliances check up and when I called they said they couldn't do it. So not only was the job done poorly, the tech lied, and they didn't honor their insurance, or their promotion for a free health check up.

  

  Business Response

  Date: 04/03/2025

  Hi, *******. 

  We apologize for any inconvenience or negative experience you may have had. Our team always strives to provide the best service possible and we regret that we fell short in meeting your expectations. 

  We believe in providing value without compromising on the quality of the repair as we always strive to provide a successful repair. Nonetheless, we understand your sentiment and the position that you are coming from however it was come to our attention that you are the one who provided the part during the initial repairs. We understand that you have a direct communication with the technician however as you know the only communication that we had from you after the repair on September was on December. The team was able to sent you a response via email that we will not be able to honor your Guarantee request. 

  After that email we haven't receive any response from you until now, which is past the 90 days Guarantee period. Please feel free to check the link below for your reference regarding the Guarantee terms. 

  **************************

  *****

  **** Support Team

  
  
  
  
  

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23154881
  
  I am rejecting this response because you sent an email about a free home check and I submit attachments directly from the workers work number claiming he has the part with him if you reviewed the attachments. Nonetheless the dryer fuse is blown due to the vent not being properly connected. All Im asking for is for proper installation. 
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 04/25/2025

  Dear Mr. ******************** you for your continued feedback. We understand your concerns and appreciate the opportunity to clarify our position.

  Our records show that your original appointment for the ************* took place on September 8, 2024. When our technician arrived, the unit was already disassembled, and the replacement part had been provided by you directly. Due to these circumstances, our technician noted that a Guarantee of Service (GT) could not be offered, as the repair did not follow our standard service and parts procedures. 
  

  You reached out to us again on December 3, 2024, regarding a blown fuse. At that point, the 90-day Guarantee period had already passed, and your membership had also been canceled. For these reasons, and based on the technicians documented report, we are unable to offer a guarantee for this service.

  We certainly understand your frustration, and we regret that your experience did not meet your expectations. While we are unable to approve your request at this time, we do remain committed to delivering quality service and appreciate your understanding.

  Please feel free to reach out if you have any further questions or if there's anything else we can assist you with.
  
  
  Sincerely,
  Jem
  **** Refund Team
  **************

• Initial Complaint

  Date:04/02/2025

  Type:Product 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.

  The technician charged a fee for coming out and falsely indicated that a part, citing the heating element was faulty. This assessment was inaccurate. He never showed me testing of the heating element. He made up the diagnosis of this part's failure. An estimate was disclosed of the wrong diagnosis.

  

  Business Response

  Date: 04/05/2025

  Hi **** thank you for sharing your feedback. We sincerely apologize for any inconvenience caused and appreciate the opportunity to address your concerns.
  
  Upon reviewing your appointment, the technician reported that, during his inspection, he identified the heating element as faulty and recommended its replacement. As part of our standard protocol, we kindly request supporting documentation if there is a concern about the technician's diagnosis. This could include a report from another technician or service provider outlining their findings so we can determine if a misdiagnosis occurred.Please feel free to send it to ***************** and we will gladly review your refund request.
  
  We appreciate your cooperation.
  
  
  Sincerely,
  Mariel
  **** SMM Team
  **************

  Customer Answer

  Date: 04/05/2025

  Here is the contact information for Mr. **** that tested the heating element and showed me directly where the gauge meter went all the way over to GREEN which proved the heating element was NOT FAULTY. He will provide me with documentation to my email account.
  

  Mr. **** ************** technician (owner) with Reliance Appliance 

  Complaint: 23153691
  
  I am rejecting this response because:
  
  Sincerely,
  
  *** ******

  

  Business Response

  Date: 04/08/2025

  Hello **** thank you for sharing this information. It's good to know that he will be sending the documentation to your email. We kindly ask that you forward a copy to us as well. This will allow our team to thoroughly review and assess the details and your request.

  We truly appreciate your cooperation!

  
  
  Sincerely,
  Mariel
  **** SMM Team
  **************
  

  
  

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23153691
  
  I am rejecting this response because: The company ****************** is expecting a call. He has not provided the documentation regarding the heating element working properly on my dryer. His contact information is enclosed ***********************

  The information was requested three(3) times. I have a cancelled check. Before submit I'll will reach out again.
  
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:04/02/2025

  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.

  5/16/2024 someone came out to replace the tension rods in our washing machine. It worked fine for about 5 months afterwards but then the same issue of the washer going off balance began again. A few months later and I could not run a full load of laundry from start to finish. I called **** and sent them a complaint via email and they told me I would have to start a new service request pay the fee etc. I had someone else come to take a look at the machine and they told me the tension rods that were used were cheap and installed incorrectly. So now I am out another 300 to get it fixed again. Same complaints as others. Shoddy, overpriced unprofessional work that will not last. Seems like the other complaints allign with my experience 100%.

  

  Business Response

  Date: 04/03/2025

   

  Hi, ********. 

  We value you as a customer and would like to help the best we can to resolve the matter brought to our attention. Our Guarantee is valid 90 days from the original date of repair. At this time, we are unable to approve your Guarantee Claim as it is past the coverage period. As you confirmed, the appliance worked for 5 months which is way past the 90 day Guarantee period, as you know other companies offer a 30-day Guarantee only. Given that the unit work for how many months, it confirmed that there is nothing wrong with the technician's repair as it should show up immediately even for a week after are using it. You should consider a lot of factors why the unit stopped working again given that there are a lot of things that might happened within that certain period. 

  Note: **** offers a 90 Day Guarantee on the part and or installation that was completed on the initial repair. Any other adjustments or failure to the same appliance that is not part and/or no correlation to the original repair completed and if an additional part needs to be replaced is subject to an additional service fee and will be charged accordingly.
  
  Thank you!

  *****

  **** Support Team

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23152068
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** ******

  Customer Answer

  Date: 04/10/2025

  Im writing in regard to the repair you performed on my washing machine, specifically the replacement of the tension rods. As you may recall, that service was carries out 8 months ago.
  Unfortunately, the same issue that led to the initial repair has resurfaced, and Ive since had to replace the tension rods againthis time through a different company. While youve stated that the time that has passed since your repair suggests the issue isnt a reflection of your work, I must respectfully disagree.
  The recurrence of the same exact problem and the fact that it required the same repair points strongly to the possibility that either faulty parts were used or the initial repair was not executed as thoroughly as it should have been. A few months of function does not necessarily indicate long-term quality or durability, especially when it comes to essential components like tension rods.
  I would appreciate a more thorough review of this case, as I believe its reasonable to expect a repair of this nature to last more than just a few months. Please let me know how you intend to address this situation.
  

  

  Business Response

  Date: 04/11/2025

  Hi ********, 

  As what we have mentioned previously, we will not be able to honor your Guarantee or your refund request. We understand that you mentioned that you had another service provider and replaced the same part needed however we want to let you know that you must consider a lot of factors why the unit is still encountering the same issues. **** offers 90-day guarantee coverage for the initial date of repair, whereas other companies usually offers 30 day only, we have decided to extend the guarantee coverage to ensure we are providing a high level of customer satisfaction. 

  Given that you confirmed that you are able to used the unit for 8 months, it was confirmed that there is nothing wrong with the repairs provided by the technician. If in any case that the technician didn't properly repaired the unit, the issue will be easily resurface in a week or even in a month. With this, sadly, we will not be able to provide a refund. 

  Thank you

  *****

  **** Support Team

   

• Initial Complaint

  Date:03/28/2025

  Type:Product 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.

  March 19, 2025 I had a **** technician come out to look at my refrigerator to tell me it was better to buy a new one from them. He took numbers from my fridge as well as a certificate from ******* to act like he was going through them, however I gave him cash (yes stupid on my part) and never received the product. However, **** is not taking responsibility, and I have been waiting for a call from their hiring manager since Monday the 24th. I don't believe they did a thorough background check for employees they are sending into people's homes. I sent them the invoice that I received from their tech, and they said they couldn't open it. I also uploaded a response I received from their Support team. I have talked to them on the phone as well.

  

  Business Response

  Date: 03/28/2025

  Hello *******,
  
  Thank you for forwarding the invoice. Unfortunately, we are unable to open the document you provided.
  
  To clarify, we were initially informed that the technician was dispatched to address your refrigerator service request. However, we were not made aware of any discussions or inquiries regarding pricing or additional work related to this service. As a result, we consider this job to have been performed and agreed upon without proper notification or consent from our side.
  
  Please be advised that, in order to ensure eligibility for our service guarantee, payment must be made exclusively through ****** or via credit or debit card using the secure payment link that was sent to your phone and email. We have strict protocols in place to ensure the quality of service provided by our contractors, and as part of this process, we automatically request feedback from customers after each service to address any concerns in a timely manner.
  
  Given the circumstances, we encourage you to reach out directly to the technician who performed the service, as they will be able to address any issues or clarifications regarding the work completed.
  
  Sincerely,
  ******** ******
  ******************************
  *****************
  
  

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23129082
  
  I am rejecting this response because: This technician came in like he was talking to his higher *** on this matter. He is not answering their calls what would make them think he would answer mine. He was hired through their company. I didn't even see their little notation at the bottom of the email, in which I received several emails after booking appointment with cancellation at first and then another email was sent to show a new date for him to come out. I did not in any way think he was ripping me off until I did not recieve my said appliance. 
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 04/05/2025

  Hi *******, we sincerely apologize for any confusion or frustration you experienced throughout this process. Your concerns are important to us, and we take them seriously.
  
  However, as mentioned in our previous reponse, we regard this job as having been carried out and agreed upon without adequate notification or authorization from our side. Kindly note that our email includes a disclaimer specifying that payments made outside of the platformsuch as through cash, ******, or Venmoare strictly prohibited. Please refer to the attached screenshot for the disclaimer note included in this response.
  
  We advised you to contact the technician directly, as he has already been suspended due to this concern. You can reach him at **************.
  
  Thank you for your patience and understanding.
  
  
  Sincerely,
  Mariel
  **** SMM Team
  **************
  
  

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23129082
  
  I am rejecting this response because: 
  They are telling me to contact someone they cannot contact either last time I spoke with **** the gentleman on the phone told me they were trying to contact him and was unable to. I understand you have your policy's however you haven't even tried to make it good on your part by send another tech out to fix this problem. I don't have a lot of options right now and all I was trying to do was to get my refrigerator fixed.  Now because of someone you employed I am out $600 as well as having a fridge that isn't fixed. I just want justice. I understand he has been terminated for what he did but where can I get my justice from a phone number, he won't answer, I just want my product fixed.
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:03/26/2025

  Type:Customer Service 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.

  On 3/25/2025 I scheduled a handyman service through this company. They sent me several notifications stating the service was locked in and would be on time. I took time off of work to be available for the technician. I received a text stating the tech was on the way. 3 minutes before the scheduled arrival time I received notification that the service was canceled. No one called, there was no explanation. This is a horrible service I would not use again.

  

  Business Response

  Date: 03/26/2025

  Hi *******, 

  We sincerely apologize for any inconvenience caused. Upon reviewing your appointment, the technician reported on the day of the visit that he was on his way to your location and even called to inform you of his arrival. However, the appointment was canceled as you mentioned you had another appointment to go. If you'd like, we would be happy to assist you in rescheduling the appointment at your convenience.

  Thank you for your understanding.

   

  Sincerely,
  Mariel
  **** SMM Team
  **************
  
  

• Initial Complaint

  Date:03/26/2025

  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.

  Im filing a complaint against ************ for fraud and failure to comply with my Appliance Protection Warranty.On April 19, 2024 I acquired an Appliance Protection Warranty for a monthly fee of $34.99. The initial purchase was due to a washing machine repair that was resolved after a $239.49 fee.On January 10, ********************************************************************************************************** $399.24 for labor and fees, plus an additional $75.65 to come out to install.On March ****** the washing machine broke down again and I had a no call; no show technician appointment that was rescheduled on March 12th. I was told by the March 12th technician that the drum on machine was broken and would be costly to fix.On March 15, 2025, **** sent another technician who stated the drum was broken and I was charged an additional $75.65 service charge for his unnecessary visited. **** says the fee was. Charged because the issue was different from the January 2025 issue, but the washing machine broke down again within 69 days.On March 18, 2025 **** advised my repair was not covered under warranty. Ive been a faithful paying customer and relied on **** Appliance Protection Warranty to repair or replace an appliance if the appliance was unrepairable. I have paid approximately $1,200 in labor and fees for a washing machine that was not protected as promised. The numerous times that the technicians examined and diagnosed the machine they should have identified the problem. Im asking for **** to return all of my monthly payments, the return of numerous service call fees; cancellation of future warranty charges and the unwarranted repair costs because I believe that Ive been frauded by ****.

  

  Business Response

  Date: 04/11/2025

  Hi, Lola. 

  We apologize for any inconvenience or negative experience you may have had. Our team always strives to provide the best service possible and we regret that we fell short in meeting your expectations. 
  
  We believe in providing value without compromising on the quality of the service as we always strive to provide a successful repair. Nonetheless, we understand your sentiment and the position that you are coming from however, the team tried calling you to have this explained further sadly we have reached your voicemail. An email was also sent to you regarding this explaining that when a technician went to the location and have the unit inspected it was found that the cause of the issue is due to misuse which is not covered under your contract, please refer to Section VII, letter K for your reference. 

  VII. Whats Not Covered 

  K. Damage caused by: any improper care, negligence, neglect, intentional acts,misuse or abuse of the Product; any repair, replacement or handling of the Product other than as recommended or authorized by the manufacturer and/or Us; or any failure to comply with the manufacturers warranty;

  We have attached the copy of your contract on this email for you to also check it. As you know we do have the terms and conditions that we need to follow especially in filing a claim. 

  Sincerely, 

  *****

  **** Support Team

  
  
  
  

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23109410
  
  I am rejecting this response because:

  I purchased insurance because thus machine was getting old and had at least 7 years of usage.  Not only that, the insurance was acquired because of a repair .  If this was misuse why wasnt I advised before three repairs and service visits, which confirms that the machine was aging and would start requiring repairs.  This is an excuse to deny payment by your company.  I want my payments returned, and a discontinued payments.
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 04/18/2025

  Dear Ms. ********************* you for taking the time to share your concerns. We appreciate the opportunity to respond and provide clarification regarding your warranty claim and service history.

  We understand how frustrating it can be to experience multiple issues with an appliance, and we truly regret any inconvenience this situation has caused you. Our goal is always to provide reliable support and transparent communication to our valued customers.

  As mentioned in our previous communications, when you enrolled in the Appliance Protection Warranty on April 19, 2024, you agreed to the terms and conditions outlined in the service contract. These terms are in place to ensure clarity on what is and is not covered under the plan. In particular, Section VII, Letter K of the warranty contract specifies that damage resulting from misuseincluding overloadingis not covered.
  

  After a thorough review of the March 2025 service visit and the **********s report, it was determined that the drum failure in your washing machine was caused by consistent overloading of the unit. This type of usage places excessive strain on the internal componentsparticularly the drumand over time can lead to serious mechanical failure. Unfortunately, this cause falls outside the warrantys coverage, as it is considered preventable misuse rather than a defect or failure due to normal wear and tear.

  To clarify the timeline:
  On January 10, 2025, we performed a covered repair on the drain pump. This was completed under your warranty without issue.
  On March 8, 2025, the machine broke down again. The ********** noted the drum was damaged and cited overloading as the likely cause of failure.
  On March 15, 2025, a second ********** confirmed this diagnosis. As this was a new and unrelated issuenot stemming from the January repaira standard service fee was applied.

  While we completely understand your desire for continued support under your protection plan, the nature of this most recent issue unfortunately places it outside of the plans coverage. We hope this explanation provides transparency as to why the claim could not be approved.

  We truly value your business and the trust you've placed in us. While we are unable to issue a refund for services that fall outside the scope of your warranty, we remain committed to offering professional and courteous service, and we are here should you have any further questions or need assistance reviewing your plan in more detail.

  Thank you again for your understanding, and we appreciate the opportunity to address your concerns.

  Warm regards,
  Jem
  **** *****************************start="2891" data-end="2894">************

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23109410
  
  I am rejecting this response because:
  
  I vow that my washing machine was NEVER overloaded or misused.  My washing machine is over 7 years of age abd began having issues drain, shaking and leaking issues in 2024.  The initial **** technique advised I purchase a warranty due to the age of my machine.
  

  Second, research confirms that drum damage is a common failure of ******* machines after 3 years.  So, Ive really dodged a bullet with my machine operating effectively for so many years.  Third, other issues that may cause drum savage are drain pumps, worn bearings and leaks; all of which you identified and have serviced on my machine over the past year.  Thus, indicating and confirming normal wear and tear.
  

  Im requesting reimbursement all of my monthly fees and service costs for normal wear and tear, confirmed by the services performed by your technicians.

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