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.

close

Find a Location

Puls Technologies, Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:07/11/2025

  Type:Service or Repair Issues
  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.

  On July ****** tech came to repair my refrigerator. I was told that it needed a part. He gave me a quote and told me that I need to pay a deposit of ******. Which was paid on July ******. I received an invoice confirming that the payment was received. Tech made an appointment for July ******* for 5-7p. He missed the appointment. I have not heard from him. I just want my refrigerator repaired or a refund.

  

  Business Response

  Date: 07/12/2025

  Hello, Novella. Thank you for providing the details of your recent repair experience. We understand how frustrating this situation must be and truly appreciate your patience.
  
  Upon reviewing our records, although the technician scheduled a follow-up appointment for July 10 between 5:00 and 7:00 PM, we sincerely apologize that this appointment was missed and that you werent contacted promptly.
  
  However, we do see in our system that the repair was completed on July 11 at approximately 7:00 PM. If you're still experiencing issues with your refrigerator or if you feel the repair was not successful, please let us know right away. 

   

  Thank you,

  **** Team

  Customer Answer

  Date: 07/12/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* **********

• Initial Complaint

  Date:07/08/2025

  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.

  On 6/19/25, a Puls Technologies technician diagnosed my broken refrigerator, replaced a part with a 90-day warranty, and charged $486.90. The fridge broke again within 12 hours. I immediately informed **** and scheduled a follow-up appointment, requesting a full refund instead of further repairs.**** agreed to retrieve the replaced part on 6/21/25 between 10AM-12PM ET, but the technician never arrived. After 12PM, I called and was told they weren't coming to collect the part and would issue a refund.A week later, with no refund received, I called for an update and was told they were reviewing the case. I called again a few days later and received the same response. On my third call the following week, **** stated they wouldn't refund me until I provided proof of purchasing a new refrigerator. I explained this was irrelevant, as their technician failed to collect the part and I was promised a refund.I was escalated to a supervisor who said they were unaware of the missed appointment and would review the case. Another week passed without contact. On 7/8/25, I called again and was told after a 25-minute hold that I would receive a refund minus $89 for the initial "diagnosis." I disputed this, explaining the misdiagnosis evidenced by the quick breakdown after "repair."The Supervisor then stated they would only issue a full refund if another company confirmed ****** misdiagnosis, knowing I had already replaced the refrigerator. Despite my explanations and reminders of their failure to collect the part and promise of a refund, **** insisted on withholding $89.****** requirement for me to pay another company to confirm their misdiagnosis is unreasonable, as it would cost more than the $89 they're withholding. This situation would have been avoided if their technician had shown up as scheduled or if they had honored their promise of a full refund.I am requesting a full refund of $486.90 from Puls Technologies. Please advise if you need any additional information.

  

  Business Response

  Date: 07/09/2025

  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. 
  
  Upon checking your account with us we saw that we are able to process a refund regarding the payment you made. Sadly, we will not be able to proceed with processing the refund for the $89 as we are unable to proceed with the Guarantee process in which we could have send a new technician to confirm what happened on the repairs made by the technician as sometimes the part may be defective or just needs some adjustment which is not a fault or not the intention of the technician. 
  
  We also found that since you confirmed that you already bought a new unit the team has been following up with you to forward the receipt of the new unit for our documentation purposes as just like what we have stated above in any case that you still have the unit a new technician can be sent out. 
  
  *****
  **** Support Team
  
  

  Customer Answer

  Date: 07/10/2025

   
  Complaint: 23570824
  
  I am rejecting this response because: Prior to getting a new refrigerator I had an appointment scheduled for your technician to come on 6/21/25 from 10AM - 12PM ET to remove the replacement part to process the refund. The technician never showed. When I called them after waiting over 2 hours they said they were no longer coming because I bought a new refrigerator and I would be receiving the refund. They did not have the courtesy to call and tell me they were not coming. I had boughten a new refrigerator by that time, but postponed the delivery to allow for your technician to come an retrieve the part. If they had come, they would have been able to take back the replacement part and confirm their original diagnosis was inaccurate. 

  As for providing proof of purchase for the new refrigerator, that is irrelevant to your company not properly diagnosing the problem and installing a piece of equipment that did not last longer than 12 hours before breaking down. Not to mention, as I said previously, I had not received the new refrigerator at the time of the appointment for your tech to retrieve the old part. Additionally, I told 2 separate people on the customer service team that the email requests for the documentation were going to my landlord (***** ****, who originally scheduled the service) and not to me. I asked to be copied on these emails so I could receive any updates on two separate occasions and never once received an email or a call from your team.

  I should not be penalized $89 because your technician did not show to the scheduled appointment for them to retrieve the part. If they had, this entire back and forth over the past 3 weeks would have been avoided. Working with your company has been a horrible experience and it is sad to see how poorly you treat your customers. Please do right by your customer and process the full refund for the service I paid for that you did not execute. 

  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 07/11/2025

  Hi, ****. 
  
  We understand your sentiment on this matter however as you know, the only reason why the technician will go back to retrieve his parts is because you insisted on a refund despite having our Guarantee policy which was agreed on when you booked and paid the appointment. 
  
  Even if the technician was able to go back, retrieve his parts and confirmed that it is defective that is why the unit is still having issues we will still need to collect the $89 service call fee given that the technician was able to provide a service thus making the charges valid. 
  
  You have been advised that a receipt for the newly bought unit is needed for us to have it documented properly, an email was also sent to your landlord regarding this in which we didn't receive an update. Sadly, we will not be able to process a refund for this. 
  
  *****
  **** Support Team
  
  

• Initial Complaint

  Date:07/01/2025

  Type:Product Issues
  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.

  On May 7 **** came out to 560 Valley View to repair my washer. I had contacted them several days before to setup the appointment. You see that there is only 1 service person who came out(Diego) but you look at my charge statement and you see that **** is charging me twice for the same job. The charge is on the same day and same time. I called **** and they stated they could only see 1 charge but you clearly see two charges. The credit card company say they cannot refund money as **** has been paid. They stated submit infomation to support but when you call there is very little to no help with this matter. n

  

  Business Response

  Date: 07/02/2025

  Hi, Cinda/Kenneth. 

  We have received your complaint and we are able to checked this with our finance team which they confirmed that we only received one payment from you regarding the repairs for your Washer. We have included to this response the screenshot of the transaction which confirms that a payment amounting to $385.98 is the only amount that we have received. Our finance team confirmed that you should contact with your bank to have this further checked. 

  Danna

  Puls Support Team

  Customer Answer

  Date: 07/03/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23543361, and find that this resolution is satisfactory to me.
  
  
  
  Sincerely,
  
  
  
  Kenneth Boyd

• Initial Complaint

  Date:06/28/2025

  Type:Service or Repair Issues
  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.

  I hired **** to fix a balance issue with my washer and they came out june 25 Monday. The tech looked at my unit and said i needed parts which he didn't have so between his schedule my schedule we couldn't hook up until the next Monday. After installing the new parts and tested it i could hear it having the same problems. Then i could hear him taking something else apart, 15 minutes later he put it back together and told me it was good and took payment. Right after he left i did a load of laundry and the washer did the same thing like it was never touched. I didn't know if it was lack of experience because he had to use his phone a lot. I tried to contact **** and they kept telling me that they needed to contact the tech but no resolution since Monday. With it getting close to 2 weeks without a washer i had to buy another one which wasn't too much more than the $380 they're charging me. This is horrible customer service

  

  Business Response

  Date: 06/29/2025

  Hello, Lydell.

  Thank you for sharing your experience with us—we sincerely regret the frustration and inconvenience this situation has caused.

  We want to let you know that an email has already been sent to you regarding the approved refund. When you have a moment, please check your inbox and reply at your convenience so we can proceed accordingly.

  We appreciate your patience.

   

   

  Customer Answer

  Date: 06/29/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23532396, and find that this resolution is satisfactory to me.
  
  
  
  Sincerely,
  
  
  
  Lydell Moore

• Initial Complaint

  Date:06/27/2025

  Type:Service or Repair Issues
  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.

  6/5 scheduled service for washer repair for 6/7. Had to reschedule for 6/9. Repairman came and put belt back on. Charged $177.6//19 washer stopped spinning again.sceduled for that afternoon. Had to reschedule for 6/21. Had to reschedule for 6/23. Had to reschedule for 6/24 *************** Is still reviewing for costs. Despite multiple calls to them no one has answers. Asked to speak to supervisor. Supervisor nevered called. Bought a new washer today 6/26.

  

  Business Response

  Date: 06/30/2025

  Hi Brenda,
  
  We received a notice from BBB regarding the complaint you've filed however there's no settlement requested.
  
  We're truly very sorry for the scheduling complications and for the inconveniences that we have caused. We genuinely value your time and I sincerely apologize on behalf of the Team as we weren't able to provide the type of service that we are proud of.
  
  Customer feedback is very important to us as it gives us crucial insight into what we need to improve on to better our market performance and ensure customer satisfaction. We never wish to disappoint or inconvenience you in any way.
  
  We absolutely understand that you value your time, and we never wanted to keep you waiting or put in such a terrible situation. We will definitely improve for future endeavors.
  
  
  Puls Customer Support

  Customer Answer

  Date: 06/30/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23523033, and find that this resolution is satisfactory to me.
  
  
  
  Sincerely,
  
  
  
  Brenda Chandler

• Initial Complaint

  Date:06/18/2025

  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.

  Watch out for this company, they will double charge you. They also don't communicate. I set up an appointment to replace a washer drain hose with a longer one. I sent three messages (May 28th, June 4th & June 6th) to the assigned technienction, never received a response. He shows up with out a new hose, I asked him if he read my messages and he said no. I told him then he is wasting both our time not knowing what needs to be done. He got the model number to order a hose, told me I need to pay in advance for him to come tomorrow. The next day I received a message that he couldn't get the hose and will be out there next week. A new appointment was made for June 11th early in the day, he wasn't there by that time an I had to go somewhere. My daughter was there so she waited for him. He showed up shortly after I left to replace the part. After he finished he charged my daughter for the work that I already paid for. She did not know I already paid for it until I got back home. He charge her $198.40, $106.40 for hose and $92.00 for labor, the same thing he already billed me and I paid for. The only difference he charged me $14.90 for security and support fee. I am looking to get my daughters money back to her.

  

  Business Response

  Date: 06/19/2025

  Hi Robert,
  
  We sincerely apologize in regard to what happened. Your complaint has been reviewed and we can now move forward in processing the refund for the 2nd payment amounting to $198.40.
  
  May we please confirm if the last four digits of the Visa card ending in 9723 that was used in settling the payment is correct for us to process it right away? Kindly respond to the email sent to you. You can also call us back at (860) 596-0177 for assistance.
  
  Thank you for your time and understanding.
  
  
  Mary
  Puls Refunds Team

• Initial Complaint

  Date:06/17/2025

  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.

  A **** technician came out to repair my dryer 4/28/25. On 6/8/25, the dryer stopped heating again. I made an appointment for **** to come fix the issue because I purchased the warranty. The technician came 6/9/25 showed me the part that needed to be repair but wanted me to pay. I explained i purchased the warranty. I called ****, I was told the original technician who made the repair was required to make the new repair. That appointment was 6/12/25. On that appointment the **** technician stated the part that needs to be replaced was broken by the dryer being moved. The only person that touched the dryer since the original repair was the **** technician on 6/9/25. I refused to pay for the new part and called ****. I explained the entire situation and was told that there would be no exception because I had no proof the **** technician was the only person the touch the dryer. Why would I pay for a warranty and then touch the dryer to repair myself. It stopped working, I called for the repair because I had the warranty protection. I've now been told that the only way **** will repair is if I pay another $89 service fee for the technician to come back out. How does that make any since? They were here twice and could have fixed it both times per each technician. This company is only out for $ and not actually trying to fix appliances. A complete scam.

  

  Business Response

  Date: 06/18/2025

  Hello, ******. Thank you for sharing your experienceits clear youve gone through a frustrating and disappointing situation. Were genuinely sorry to hear about the ongoing issues with your dryer repair and the confusion surrounding your warranty coverage. Thats certainly not the experience we aim to provide.
  
  This matter has already been reviewed by our team, and its our understanding that youve spoken with one of our representatives, who offered you a refund of $89. We want to assure you that weve followed up with our refunds department to help ensure the process moves along smoothly. 
  
  Thank you again for your patience and understanding. 
  
  

   

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

  Customer Answer

  Date: 06/18/2025

   
  Complaint: 23480061
  
  I am rejecting this response because: i want **** to repair the now broken dryer because their employee broke the part.  I want **** to do this repair for free.
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 06/26/2025

  Hi ******,

  Apologies! I understand that you would like the unit to be fixed. Your concern has been escalated and being re-evaluated. The $89 that was initially approved for refund was the Claim Payment you made since this is being evaluated through Guarantee.

  Kindly respond to the email that was just sent for us to be able to assist you further.

   

  Thank you,

  **** Customer Support

  Customer Answer

  Date: 06/26/2025

   
  Complaint: 23480061
  
  I am rejecting this response because: **** has not accepted full responsibility for their technicians actions that lead to a faulty repair and then my dryer breaking because of the faulty repair.  I will not accept anything less than **** honoring the warranty protection I purchased with the $2,000 protection along with a full refund for the amount I've paid **** for a part replacement that was not completed by the **** technician. 
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 07/11/2025

  Hi ******, 
  
  
  We are truly sorry for the inconvenience that this has caused you. 
  
  Upon re-escalating your concern to the team given that we don't have solid proof regarding the damage with the part that was replaced what we can do is for you to file a claim again for the unit and your plan will cover the replacement for the part that is  need to replace. 
  
  *****
  **** Support Team
  
  

  Customer Answer

  Date: 07/11/2025

   
  Complaint: 23480061
  
  I am rejecting this response because:  your company has been provided with several pictures and numerous details proving your employee did not fulfill his obligations as stated in the invoice that a new igniter would be provided and installed.  ************ refuses to take responsibility for your employees actions and misrepresentation of the repair I paid for.  What proof does your company have that your employee installed a brand new igniter that I paid for in April.  Where is the proof from your company that indeed a new igniter was installed?
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 07/16/2025

  Hi, Tamsen. 

   

  The team is currently re-evaluating your concern and we will get back to you via email regarding the resolution that we will provide for this. 

  *****

  **** Support Team

  Customer Answer

  Date: 07/16/2025

   
  Complaint: 23480061
  
  I am rejecting this response because:  My dryer has not worked for 38 days.  I have provided you with an extensive amount of information proving your technician did not fulfill the repair as stated on the invoice I paid in April.  ************ has not proven to me that your technician did anything that I paid for in April.  I have requested a full refund for everything I have paid Puls Technologies and I will again request a full refund because my dryer was not repaired with the parts or service I paid for in April.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:06/12/2025

  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 called **** repair and a technician came out. He came with a bag of tool to fix my refrigerator. While inside he spoke In his language to someone. He open the refrigerator door and closed it never check anything and automatically said the control board for $800 but for the $ 200 he would reset it. When I saw what he was going to do for $200 I said Ive already done that. So he stopped and changed me *****. While I would never complain before but honestly he didnt even diagnose the control Board or check to see if anything with the fan or parts that could have been malfunctioning couldve been an issue he just looked at my refrigerator and eyeballed the issue only to charge me what he thinks. I expected a professional technician to give me an honest diagnosis. I didnt see any computer fail code or any real evidence that he gave me the right diagnosis. I tried to call and speak to a supervisor. When I did (****) would only say that they are trained technician and that I can understand your frustration. But basically too bad. The money wasnt the issue the fact that they are scamming innocent customers for not thoroughly doing their promised job.I just want my ***** back I just paid a person to drive and look at my refrigerator open the door and guess the problem. **** would not even give me her last name or her corporate phone number to try and resolve the problem.

  

  Business Response

  Date: 06/13/2025

  Hi, ********. 
  
  We apologize once again 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. 
  
  As I have mentioned yesterday, there are some appliance inspection that don't need to have the unit disassembled or take apart. The technicians will can check on both visual assessment and software diagnostics to evaluate its condition without disassembly. By carefully examining the exterior, they can detect visible signs of wear such as burn marks, corrosion, leaks, or faulty wiringpotential indicators of deeper mechanical or electrical issues. On the other hand, modern appliances equipped with built-in diagnostic software provide valuable insights through error codes or system status updates, allowing inspectors to identify internal malfunctions without physically opening the unit. These methods ensure a thorough yet non-invasive evaluation, helping maintain efficiency and safety. 
  
  We can evaluate your refund request because you confirmed that you called other service provider to have your unit checked. You can send us their report after including the name and contact information of the company so that we can have this review and provide a resolution regarding your concern. 
  
  Sincerely, 
  ****
  **** Support Team Supervisor

• Initial Complaint

  Date:06/12/2025

  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 friday June the 5 my toilet became clogged I scheduled an appointment and one of their technicians came. His name is *******. He "cleared" the blockage and left. I was not home at the time but someone else was. Immediately upon leaving the toilet was still flushing very slowly. I arrived home from work later that evening and noticed this as well. I paid the fee though. On June the 6th early in the morning I called as the toilet was not flushing and water was overflowing. The company promises a 90 day guarantee so I was told this was covered as it was literally less than 24 hours later. The technician came back and proceeded to claim that he had fixed it just fine the day before and that it was fine and that this was new. He called me and I explained that this was not the case. He stood quiet and just asked what did I want to do. I explained to clear it properly this time. He did so and left. A day later I get a bill from **** claiming it was a new event eventhough it was not and I had been told there was a 90 day guarantee. For the next week until today we went back and forth them claiming they were researching the matter further until today June 12 they tell me that "looking back" the initial event was caused by "wipes" something the technician had never stated before. They then tell me oh you still owe us because we don't cover wipes. I stated he never said it wipes and first of all isnt this something you tell people prior to the service. I was told no it is not and that I still owe them. I told them their technician was lying because and never did a good job the first time just to be able to bill twice for the same service which he is not supposed to with their false advertisement of 90 day guarantees. As such I am reporting them as they are a fraudalent company as are their workers. Charging someone twice for the same service is fraudalent when you claim you have a 90 day guarantee and making up reasons also shows lack of integrity.

  

  Business Response

  Date: 06/13/2025

  Hello Luis,
  Thank you for your continued cooperation.

  Our technician has informed us that he visited the property for a supposed guarantee revisit. According to his report, the issue was caused by non-flushable items being flushed down the toilet causing the drains to get clogged up again. He confirmed that he successfully unclogged the toilet during both visits.

  As the cause of the issue is due to improper use of the plumbing system, this falls outside the scope of our service guarantee.

  Unfortunately, we are unable to cover the cost under your 90-day guarantee and the charges being billed to you shall apply accordingly.

   Should you have any further questions, feel free to reach us at (860) 596-0177.

  Customer Answer

  Date: 06/13/2025

   
  
  Complaint: 23459927
  
  
  
  I am rejecting this response because:

  This is not the truth. As stated in my complaint the first day the bathroom was not completely cleared which is why he had to come back the second day. When he left the first day the water was still not flushing clearly. It did not flush properly until the second day after he came back. This means that he didnt complete the job the correct way the first time.  As far guarantee, a clogged toilet is a clogged toilet and there was never any transparency as to what was covered by their guarantee versus what was not. That being said this is a false claim on their part. And charging me twice shows they are a scam. Their 90 day guarantee is false and false advertising as is their technician. 
  
  
  
  Sincerely,
  
  
  
  Luis Velasquez

  

  Business Response

  Date: 06/25/2025

  Hello, Luis.  We understand your concerns and would like to respectfully clarify our position.
  
  As outlined in Item No. 8 of our Terms and Conditions, the Service Guarantee does not apply in cases where improper care or misuse occurs after our technician has completed the initial service. This is why an additional charge was applied for the follow-up visit. 

  https://puls.com/guarantee
  
  The technician successfully unclogged the toilet during the initial visit after it was brought to our attention—based on a comment from one of the workers—that wipes were being flushed down the toilet. On the second visit, the same issue recurred, and once again, the technician was able to resolve it by clearing the blockage.
  
   We acknowledge your frustration and apologize if any aspect of our coverage was not clearly communicated at the time of service. We strive to be transparent and fair in all our transactions, and your feedback helps us improve in that goal.
  
  If you have any additional questions, you're welcome to contact us at (860) 596-0177.

  Customer Answer

  Date: 06/25/2025

   
  
  Complaint: 23459927
  
  
  
  I am rejecting this response because:

  The technician did not fix the problem... one again as I stated which is why I had to then call again to get the job completed... so this running around in circles stating improper usage and all this stuff you are claiming is incorrect. It was never fixed to begin with. If you don't fix an initial problem from the beginning then it is not going to get fixed. Hence, it required him to have to come again. He documented what he did incorrectly or frankly lied about it in order to get paid twice which is what it comes down to. You in addition as a company support this as it saves you money. So no I do not accept this.
  
  
  
  Sincerely,
  
  
  
  Luis Velasquez

• Initial Complaint

  Date:06/10/2025

  Type:Billing Issues
  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.

  When I scheduled the service, their website clearly stated that I would pay a $89 service fee and that the technician would provide a breakdown of the costs for repairs. It also mentioned that I would have the option to decide whether or not to proceed with the repairs after reviewing the cost breakdown. However, my experience did not align with this process.The technician arrived and began working on the dryer. I was under the impression that he was simply inspecting the appliance to identify the issue, as no breakdown or quote was provided to me. To my surprise, he completed the repairs without my consent and informed me that the job was done, requesting payment for the service.I am extremely disappointed with this service, as it was not consistent with what was outlined in the confirmation email or on your website. I expected to be provided with a clear cost breakdown and to be given the opportunity to approve any repairs beforehand, which did not happen.

  

  Business Response

  Date: 06/13/2025

  Hi *******,
  
  As confirmed with the Technician, he did explain the repair quote/ price before completing the job. We also got the checklist having your signature, meaning that you were satisfied with the service and repair has been completed.
  
  **** believes in complete transparency. We always provide upfront, clear, standardized pricing. All our technicians are highly skilled and the labor price we charge is based on our technicians' expertise & the quality workmanship we deliver. We always provide customers repair quote after our diagnosis, and we move forward with the repair only upon customers' agreement to the price. We never pressure customers into a repair they do not wish to be completed at the price quoted. We respect our customers to make the decision to repair or replace the unit, our technicians do not make that decision for our customers.
  
  Kindly let us know if you have any further concerns.
  
  
  Thank you,
  **** Customer Support
  
  

  Customer Answer

  Date: 06/14/2025

   
  Complaint: 23450513
  
  I am rejecting this response because:

  The tech did not breakdown the cost before completing the repair. I had no choice but to pay because he had already completed the unauthorized repair. 
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 06/19/2025

  Hi *******,

  Apologies for the experience. This has been further reviewed and as the repair has been completed and the issue has been resolved, we can go ahead with a partial refund for the labor. We can refund $50.

  May we please confirm if the last four digits of the Master card ending in 5141 that was used in settling the payment is correct for us to process it right away? You can respond to the email or call us at **************.
  
  Thank you for your time and understanding.
  
  
  ****
  **** Refunds Team

  Customer Answer

  Date: 06/20/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****