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:06/10/2024

  Type:Billing 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.

  Date of Transaction: 29 Nov -2Dec 2023 *** of ***** Paid the business: $913.23 What business committed to provide: Repair Refrigerator Nature of Dispute: Wrongly charged for products and services not provided Whether business has tried to resolve the problem: Not specifically, used vague and general terms to avoid providing specific responses to specific questions and, tried to get me to pay for an investigation Acct/Tracking #: Svs ID ********************************* Issue involves advertising: NO

  

  Business Response

  Date: 06/11/2024

  Hello, *******. 
  
  Thank you for bringing this to our attention and for informing us about the concern or issue that you had with your appointment. 
  
  We are very sorry for the inconvenience and we truly understand your sentiment to specify and document the part numbers and receipts. 
  
  Thus, after reviewing the details of your appointment and previous refund ticket, the team would like to offer and set a complimentary inspection to verify and check if the parts listed in the technician's repair report are installed which will be at no cost. This will provide us the confirmation needed to check and consider your eligibility for the refund, 
  
  I hope you can give us a chance to review and rectify this. 
  
  Please confirm the day and time of your availability so we can schedule and send a technician.
  
  Sincerely, 
  **** Support Team

  Customer Answer

  Date: 06/27/2024

  Ref: **************, **** Technician

  ************** was assigned to review and verify the refrigerator repair project of 2 Dec 23Mr. ***** was scheduled for Tuesday, 18 Jun 24, at 1000-1200pm ************** called me at 9:30am (18 Jun) to inform me that he would be late due to car problemsMr. ***** said he would call me once he had a time of arrival

  ************** called me back around 1130am to let me know that he was still having car problems and suggested rescheduling for Friday, 21 Jun 24

  I informed ************** that Friday would not work for me as I have a car appointmentHe then suggested 10:00am, Saturday, 22 Jun 24, and I agreed

  ************** called me again (around 1230pm) to ask, What is wrong with your refrigerator? I responded, nothing! The refrigerator is working fineI asked, **** didnt inform you the purpose of your visit? Your visit is to verify new parts listed on the invoice were installed

  ************** then changed his mind about the visit and said that he would call **** and have his appointment canceled because there was little that he could do to verify refrigerator parts were replacedMr. ***** said that he talked to **** to cancel his visit but **** wanted him to proceed and take photos and verify conditionsMr. ***** stated, I will cancel my visitWe are TechniciansWe are not GOD ************** visit was canceled and another tech, **************** was assigned

  My Recommendation to ****:  

  As previously recommended back on 13 Jun, please ensure your chosen tech is NOT the same tech who was initially assigned to this project and is in no way related i,e; kinship, friendship, relationship, job associate, or nepotism to **************...Also, your opening comments were "Refrigerator Repair" but the upcoming visit is not to repair but to verify repair and the use of repair parts...

  Mr. Abduls response to the above comments

  Yes, I know ***************************, we dont work togetherHe works for one contractor and I work for a different contractorBut, we know each other

  

  Business Response

  Date: 06/28/2024

   

  Hello *******, 
  
  
  Thank you for getting back. We understand this was how your communication with technician *****, however, one of our technicians ****** was able to come out on 06/22/2024. He was able to look at the appliance, and as we stated in our previous email, it has been confirmed that parts were indeed replaced on the unit. 
  
  
  Best regards,
  ****

  Customer Answer

  Date: 06/29/2024

   
  Complaint: 21822640
  
  I am rejecting this response because: The **** response is NOT TRUE... **************** (**** Tech) visited my home but only  reviewed and verified one (1) part for which I addressed in my response three days ago...The part that he reviewed (water Dispenser Panel) is not and has never been a subject for refund...None of the parts listed for refund were reviewed or verified...I did not see his report to **** but I assure you if it says that other parts listed in the invoice were reviewed and verified, he is mistaken...Does **** intend to release the report from ****************?  
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 07/02/2024

  
  Hi *******,
  
  Thank you for your feedback regarding your service appointment with us. 
  We understand your concerns and would like to address them promptly.
  Based on our previous conversation and your suggestion to send a different technician unrelated to the initial technician for a secondary diagnosis, we have completed this action. On 06/22/2024, we dispatched another technician who confirmed that two components were replaced: the display board and the refrigerator evaporator fan motor. This verification further substantiates that the amount paid adequately covers the services rendered, as your unit is now fully operational following the repair appointment and diagnostic assessment.

  
  **** Team

  Customer Answer

  Date: 07/02/2024

   
  Complaint: 21822640
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/03/2024

  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.

  May 25, 2024 A repairman came out to evaluate our refrigerator. He told us the compressor was bad. He replaced the compressor but that didn't fix the problem. He said that he would have to buy a new compressor for the job. He returned to our residence on May 26 but didn't have the parts. He returned on May28 and replaced the compressor again but he had played around with the main electrical board and tried to say it was the problem. We declined to have more money put into the refrigerator. He continued to call trying to come back to our residence to replace the board. Three days later he called to say the compressor was the wrong compressor and he needed to replace it again. We would not let him come back. We feel this is a scam company and the tech didn't know what he was doing. **** the tech was very pushy. We are 81 years old on fixed income and feel he used that against us. He stated he wanted our refrigerator and feel his dishonesty was used against us.

  

  Business Response

  Date: 06/03/2024

  Hello *****,
  
  Thank you for your initial repair request and for sharing your experience with our Support Team. Please accept our sincerest apologies for the inconveniences we have caused, we would never intend to mislead our customers and leave them with a non-working appliance. We hold the tenets of customer service in the highest regards and would love the opportunity to restore your faith in our company.
  
  With that being said, we had this further reviewed and unfortunately, it has been figured out that the Applicance was disposed without the Technician taking back his part. We can proceed in refunding your payment less the parts cost:
  
  Labor:
  Sealed System Repair - $400.00
  
  Parts
  compressor, materials, - $462.00
  
  Security & support fee - $14.90
  Before Tax - $876.90
  Total (incl. tax): $949.68
  
  Total Payment Less Parts Cost = $487.68 - Approved for Refund
  
  May we please confirm if the last four digits of the **** card ending in 1442 that was used in settling the payment is correct for us to process it right away?
  
  
  Kind regards,
  **** Refunds Team

  Customer Answer

  Date: 06/09/2024

  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,
  
  *********************

  Customer Answer

  Date: 06/24/2024

  They have not contacted us by email.  After 10 business days and the refund was not credited to our account we contacted them by phone.  They told us that the documentation on their computer stated they had contacted us for the last 4 of the credit card.  But we had not received any email or correspondence from ****.  The last 4 of the credit was given to them by phone and they said another 10 business days.  They keep postponing any action that they say they are going to do.  It is always 10 more business days..
  
  The technician they sent out did not know what he was doing.  He changed the compressor twice with the wrong compressor.  He wanted to replace more parts for more money and we told him no we would need to buy a new refrigerator.  He continued to contact us trying to get into our home and after the last contact with him our new refrigerator was scheduled for delivery.  The next contact with this tech .was he needed to get the wrong compressor that he installed so he could get his refund.  By this time the new refrigerator had been delivered and we did not have the one he had worked on in our possession.  This whole  experience has been the worse in my 81 years of life.  He wanted our old refrigerator as it was a  35 cu ft.  That is why we opted to try and get it repaired.  The tech after supposedly checking the refrigerator immediately said he wanted the refrigerator.  We feel he sabotaged it so he could have it for himself.  The third time he was out to our home and replaced the compressor for the second time he spent 2 1/2 hours on his cell phone talking in a foreign language we couldn't understand.  He told us that he was talking to a friend that worked for ** telling him what to do.  This was after he had replaced the compressor for the second time.  Three days after he had replaced the compressor of the second time we got a phone call saying he needed the compressor he had installed so he could get his refund.  It has be5n one excuse after the other since he was in our home and did the first repair on May 25.  We are tired of excuses and 10 more business days.
  
  Each time we call customer support which is the only phone number we have found you get no further than the person who answers the phone.  Just one excuse after the other.
  

  

  Business Response

  Date: 06/25/2024

  Dear *****,

  We have read your feedback and please know that we've raised the refund request with our higher management. Although, we have tried contacting you with the email address you used in booking your appointment with us. We apologize that this had caused the delay of resolving this issue. 
  
  As indicated on our previous response, kindly refer to the breakdown below for the refund approved. 
  
  Labor: Sealed System Repair - $400.00
  
  Parts: Compressor, materials - $462.00
  
  Security & support fee - $14.90 Subtotal before tax - $876.90 Total (including tax) - $949.68
  
  Total Payment Less Parts Cost is $487.68 has been Approved for Refund. 
  
  May we ask you to confirm if the last four digits of the **** card ending in 1442, used for the payment are right so we can proceed with the refund as soon as possible. 
  
  We appreciate your understanding and look forward to resolving this matter smoothly.
  
  We also have sent this to your email address ***************** and *********************.
  
  
  Warm regards,
  **** Refunds Team

  Customer Answer

  Date: 06/26/2024

   
  Complaint: 21796496
  
  I am rejecting this response because:  I responded to the company request for the third time with the last 4 of the credit card used.  Their response each time has been 10 more business days.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 06/27/2024

   

  Hello *****, 

  A refund of $487.68 has already been processed yesterday (06/26/2024) back to your account with the card ending in 1442. An email confirmation was also sent, and please be advised that the funds should be available within 3-5 business days or depending on your bank's policy. 

   

  Best regards, 
  ****
  
  

  Customer Answer

  Date: 06/28/2024

  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. Thank you so much for your help in recovering part of our money from ****.  Still feel that we were scammed by an incompetent technician.  The refund of  $387.68 is on our credit card account.  Believe me I will check BBB before I trust ****** again.
  
  We can now close this claim.  Again thank you for all your help in getting this settled.
  
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/03/2024

  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.

  I have attempted to cancel this membership for a few months. I wrote the business in March asking them to cancel as there are several customer service numbers and they hang up after one ring. Eventually, they sent an email saying that they sent me a link to cancel the membership, but no such link was ever sent. Today, I called to cancel and was given the run around for a half an hour. When I called, the operator transferred me to a line where it rang for over 5 minutes and no one answered. When I called back, it rang once and disconnected over 15 times. I called from 5 different numbers before the very same operator who answered my original call finally answered again. I demanded he not transfer me until someone from that department answered the line, but he still transferred me and it rang over and over again. I called the number he gave me where the woman told me she sent me a link to cancel, but still no such link. She refused to cancel without the nonexistent link, then canceled when I insisted that the link process was just a way for them to make it intentionally difficult to cancel this. I asked for my money back for the months they charged me, despite it being in writing in an email that I wanted to cancel. She started a ticket and wouldn't give me my ticket number, but told me she'd email it to me. I insisted she give me the ticket number before we hung up because their emails seem to get lost in space. They responded just now to tell me that despite the fact they have my cancelation request in writing from March, they won't refund my money for the months I was wrongfully charged after many attempts to cancel and them having an intentionally difficult and misleading cancelation process.

  

  Business Response

  Date: 06/06/2024

   

  Hello ********, 
  
  
  Thank you for sharing your feedback with the BBB community and we are sorry you had a negative experience regarding your membership subscription. 
  
  After a review, a notice was sent to you via email, 30 days before the monthly charge to remind you ahead of time. You were charged on March 01, 2024, you then sent us an email requesting to cancel on March 04, 2024, hence, the team sent you an email with a link(please see attached photo) that includes the steps to cancel and the terms and conditions of cancellation as it is highly important that you are able to review and go over it. 
  
  With that being said, we can go ahead and refund only the charges for the months of April and May, amounting to $27.60 back to your account. 
  
  
  Our support team will be reaching out to you directly to coordinate the details needed for us to proceed with the said refund. 
  
  
  
  
  Sincerely, 
  ****
  
  

• Initial Complaint

  Date:05/31/2024

  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.

  Microwave was operating but the door was not closing all the way. The door could be held and it would operate . The unit is a microwave and oven all in one unit. **** was working perfectly using the central control panel before first Tech arrived. The technician was called to take a look at the door hinges. He came out and 5/18 after he told me parts to order. He looked at unit first suggested that it was a sensor issue and he wanted to drill holes in front of unit. When he figured out that was not the right thing to do he Instead went to the breaker box and begin cutting circuit breaker on and off about 6/7 times in about 30 mins said it was the door hinge and left with nothing showing on main control board. This board was totally functional before he arrived. When he left the bored was black and he informed me he had turned breaker off because using microwave was not safe. I told him I could not be without both microwave and oven for several days and he told me to use my stovetop.After repeated calls to customer Service they said a supervisor would call Me and he did . He said not to order parts but that a new tech would Be back in 2 days. New tech says its now $600 control board because of the switching on and off of breaker which was done by first tech. 2 additional days later no use of appliance therefore I called new company and they say $600 plus labor of $200 to fix equipment which also does not include needed door hinge replacement .I asked them for documentation of what the tech did and they have yet to provide they keep telling me they will send in email. They said they are still investigating . I have been without a microwave and oven for almost 2 weeks. The new parts wont be in for another week, **** caused the damage to the control board and I am left with the bill.

  

  Business Response

  Date: 06/02/2024

   

  Good ******************. 
  
  We appreciate you sharing your feedback with us, please know that we take every complaint very seriously, and we hope that you accept our apology for the negative experience. 
  
  As discussed with one of the managers, please send us a copy of the repair report from the other service provider once the repair is completed for the team to conduct a review and assess the request for reimbursement. 
  
  You may respond to the email that we recently sent to you attaching the requested document or call us directly at ************** for immediate assistance. 
  
  
  
  
  Best regards, 
  ****

• Initial Complaint

  Date:05/30/2024

  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.

  Last week they came out to repair my refrigerator and claimed to have same day service, which they do not. After it took them 3 days to get the part in they repaired it but after only 3 days the same problem came back ....So I called them back and now its been 3 days and I cant get anyone to come out short of next week sometime And they don't cover any appliance until a "waiting period" so i decided to cancel my membership that they had sold me on the initial visit and found out there is a 30 day waiting period and it doesnt really cover much i attempted to cancel and was told I had to immediately pay an early cancelation fee. So now I am out the 550$ repair that doesn't work and some 100$ in membership fees Ill never use. This is a scam as I wanted to cancel for them not meeting the contractual obligations, I would expect a cancellation and my money back.

  

  Business Response

  Date: 06/01/2024

   

  Good ******************. 
  
  Thank you for sharing your feedback with us and we are sorry for any inconvenience caused. 
  
  
  As we check on your record regarding your membership that you signed up for, based on your plan coverage, you are eligible to file or submit a claim for a repair after the 30-day waiting period from the date you purchased your membership plan. This is part of the terms and conditions that were indicated on your contract that was sent to you upon signing up. 
  
  Meanwhile, we regret to let you know that we are unable to honor a refund.  The refrigerator repair you had with us on 05/13/2024 is still under the 365-day Guarantee coverage. As we coordinate with your technician, we were advised that he is available to return on Monday between 11 am - 1 pm for a re-inspection at no cost since you are still experiencing an issue on the appliance after the most recent repair. 
  
  We scheduled an appointment for the said date and time, if it does not work for you, please let us know so we can coordinate with your technician ahead of time. 
  
  
  
  
  Sincerely, 
  ****

• Initial Complaint

  Date:05/30/2024

  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.

  After trying numerous times, I cannot reach **** either by email or by phone. No one has responded to my email or picks up the phone.The repair on my dryer lasted less than 60 days before I had to get it repaired again. The second repair person believes that aftermarket parts were used in the repair of my dryer. I have tried to resolve this with **** but cannot get any response.I have uploaded the original invoice and the second invoice where it states that it appears that aftermarket parts were used.

  

  Business Response

  Date: 05/31/2024

   

  Hello ******, 
  
  
  Thank you for sharing your feedback with the BBB community. Please know that the team takes every complaint and feedback very seriously as this gives us insight into what we need to improve and work on to provide better experience and satisfaction. 
  
  First, we would like to apologize the inconvenience caused including the delayed response by our support team, and we also regret to let you know that we are unable to honor a refund. Our record shows that the repair done by our technician was on 02/20/2024, which is past our 90-day ****************** We understand you had another service/repair company fixed the unit recently, however, the invoice you submitted is dated 05/24, which indicates that our repair worked within our Guarantee coverage before you reached out to us via email on 05/28. Additionally, the invoice does not report or indicate that the part used on the repair didn't fix the issue nor caused the problem to reoccur. 
  

  
  Thank you once again for your time and understanding of the process. 
  
  
  
  Best regards, 
  ****
  
  

• Initial Complaint

  Date:05/29/2024

  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.

  Called to have a washer repaired. Man named ****** came a gave an estimate on May 13. Made a check out to a person called *****************************. Promised repair would be made on May 28. No one showed. Person at **** told me today no one was here on May 13 and had no record o a payment.

  

  Business Response

  Date: 05/29/2024

  Hi *******,
  
  We sincerely apologize for the inconvenience that this has caused you. We absolutely understand that you value your time, and we never wanted to keep you waiting or put in such a terrible situation.
  
  As further reviewed, no payment was received and as much as we would like to assist you further, we don't have any visibility on the payment made as this was made outside ****. You can also reach out to your bank in regard to the payment made.
  
  Thank you so much for your understanding!

• Initial Complaint

  Date:05/29/2024

  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.

  We had originally gotten an appointment through **** on their website to come on May 14, 2024 between 3-5pm. They then said they had to reschedule us and we rescheduled for that following Friday May 17, 2024, between 12-2. The technician came out, identified the problem, then charged my grandmother for the part. He said he would be back that next Wednesday the 22nd. I had to call them, just to find out he wasn't coming. They then rescheduled us for Thursday the 23rd between 11-1p. They then say they have to reschedule us AGAIN even though we paid for the part. So we rescheduled it to Today, Saturday 25, 2024. They then said they cannot come AGAIN and have to reschedule us for the third time AFTER we already paid for the part. I called them and told them they need to come out today or refund my grandmother her money. I was told they couldn't keep todays appointment because no technicians. Then I was told they would put in a request for refund, but it may be denied. The girl ****** said "I don't think they will deny this, but you will know in ***** hours" That is completely unacceptable. They rescheduled us without our knowledge TWICE, had a technician NO SHOW, then are now saying we may not be getting my grandmother her money back. I have attached text screen shots of the automated messages they had sent regarding every appointment.

  

  Business Response

  Date: 05/29/2024

  Hi *********,

  We sincerely apologize for what happened. As further reviewed, Team has been communicating with you via email and this has been approved for Full Refund for the amount of $301. We've seen that you responded to the initial email asking for the card's last 4-digit. Thank you for the confirmation on the information needed. Rest assured that the this has been forwarded to Finance for processing. It would take 3-5 business days to reflect on your account, depending on your Bank Policy.

  Kindly respond to the email sent if you have any further concern.

   

  Thank you!

• Initial Complaint

  Date:05/20/2024

  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.

  No longer a viable option for any work in my house!My first mistake was trying to save 50$ by using ****, and my 2nd mistake was using them a 2nd time. Fortunately they are very responsive and on time, unfortunately they come ill prepared. The tech showed up not only alone, but he was expecting us to help remove the old 75 inch ** from the wall and help hang the new one. Isn't this the point in paying them to perform all the work, what if the homeowner was elderly and / or unable to help? This install would not have happened.To add to our dissatisfaction, the installer failed to bother cleaning up the sheet rock dust left from adjusting the mounting bracket on the other ** and then ended up damaging our custom cut fireplace leather granite piece, as well as the fire place screen when he dropped a bracket from the ** mount. But even more disturbing was the fact he cleaned the area afterwards and left without saying a word, as if nothing ever happened.So at the end of the day we saved no money on this install, as a matter of fact we LOST money and now have to fix the damages to our house. Even more reaffirming this venture with **** was a total mistake, they looked into the complaint and sided with the installer even after he blatantly lied. All future work like this will done by the big box retailer to ensure there is accountability in the event anything like this happens again.

  

  Business Response

  Date: 05/21/2024

  Hi ********, 
  
  We received your BBB complaint regarding the past ** mounting service that you had with us. We understand your frustration regarding the ** mounting service, as this is not something we wish our customers to experience. We aim to provide our customers with the best services, from the booking of the appointment to the completion of the service. We were able to locate your appointment in the system, and after  our communication with the technician, we were able to contract a licensed home improvement contractor who will be rectifying this case. 
  
  The team will also be relaying this good news to you via your email address for your convenience.
  
  Best, 
  **** Support Team. 

• Initial Complaint

  Date:05/20/2024

  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.

  Do NOT hire **** to mount your flat screen **s! We moved into our brand new house in 2018. We hired **** back then to mount 3 **s on the wall. We had two 65" **s and one 75" ** that was being mounted above the fireplace. Our techician arrived with a helper and everything went fine.Fast forward to May 2024, we upgraded our **s. I hired **** again to assist with mounting two **s. One in our loft on drywall and another 75" ** above our fireplace. We got the same technician that was hired in 2018. However, the only difference this time is he arrived alone. We paid $430 and had to assist with the ** install! That is CRAZY!On top of having to help with the ** install, the technician DROPPED the ** mount bracket. It put a chip in our granite slab in front of our fireplace. In additional to the chip, the technician tore our fireplace screen. We didn't notice until the next morning. I contacted **** right away to report the damage.**** reached out to the technician and he claimed that he dropped his "******** screwdriver." I'm sorry, but a screwdriver does not chip granite and tear our fireplace screen.**** is siding with the technician and calling us liars! They attached the photo of the fireplace after the work was completed. They are saying there's no tear in the screen. Ummm, zoom in on the photo. You can clearly see the tear! Also, why would we lie? We're repeat customers. Mistakes happen. All we want is our fireplace screen replaced! Nope! **** is pushing back and calling us liars! NEVER AGAIN! We should have paid the extra $50 and hired Best Buy to hang the ** knowing we would have got professionals and 2 people to do the work. We should NOT have to assist with an install when we are hiring YOU!****, shame on you. Do better. You will NEVER get our business again.

  

  Business Response

  Date: 05/21/2024

  Hi *******, 
  
  We received your BBB complaint regarding the past ** mounting service that you had with us. We understand your frustration regarding the ** mounting service, as this is not something we wish our customers to experience. We aim to provide our customers with the best services, from the booking of the appointment to the completion of the service. We were able to locate your appointment in the system, and after  our communication with the technician, we were able to contract a licensed home improvement contractor who will be rectifying this case. 
  
  The team will also be relaying this good news to you via your email address for your convenience.
  
  Best, 
  **** Support Team 

  Customer Answer

  Date: 05/21/2024

  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,
  
  ***********************