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:05/15/2024

  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.

  I contacted Pups as my fridge was not working properly. The tech ****** came to my house on Friday, April 19th.He stated he needed to order the part. He made two different appointments but canceled both. He did not return until Friday the 26th ( if I have my dates right. He replaced the thermostat stating that was the issue. He stated to give it two days. , When it was not cooling properly I called the company and they put in a service guarantee request. ****** has been back to my house twice and the unit is still not working properly. He was scheduled to return on May 14th between 12 and 2 pm. At 2:30 I received a text he was here. But he was not. I called the company and they reached out to *****. He advised them that was in error, but needed to reach again. I advised the representative I wanted another technician. I received an email from the company asking me to allow ****** to come back out. I replied at this point I just want a refund. I feel if he has not fixed the issue in four visits. One more is not going to solve the issue. Since I ask for a refund I have not heard back from the company. Please assist with getting my refund is $375.00. Thank you *******************

  

  Business Response

  Date: 05/20/2024

   

  Hello *****, 

  We truly appreciate your patience while the team deliberates on this matter, and we sincerely apologize for the inconvenience this has caused you. As mentioned on the email we sent you, a refund of $285.06 has already been sent to our finance for processing and the funds should be available within 3-5 business days or depending on your bank's policy. 

  Once again, thank you for your time and understanding. 

   

   

  Sincerely, 

  ****

  Customer Answer

  Date: 05/22/2024

   
  Complaint: 21715025
  
  I am rejecting this response because: I really feel they should refund the $89.00 service charge do not fixing the issue in four trip. I did receive the $280..
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 05/23/2024

   

  Hello *****,
  
  
  We appreciate you getting back. 
  
  
  Unfortunately, we are unable to refund the $89 service call fee as this fee was used to connect you with the technician who traveled to your location and diagnosed the appliance. Furthermore, as per the email that was sent to you by our support team confirming the approved refund of $285.06, you agreed to the said amount which we already processed upon your confirmation. 
  
  
  
  
  Best, 
  ****
  
  

  Customer Answer

  Date: 05/23/2024

   
  Complaint: 21715025
  
  I am rejecting this response because: they are charging me for connecting me with a technician who after four trips, and three or four cancellation and could not fix the issue. They should refund the $89.00 for the inconvenience They caused.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:05/06/2024

  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.

  **** sent repair men to fix my refrigerator ice maker three times. It never worked even though they replaced some parts. I didnt pay them any money. I quit a service plan from them and they are charging me $99.00

  

  Business Response

  Date: 05/06/2024

  Hello ******,
  
  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 hope that you'll allow us the opportunity to rectify the situation. We have been approved to refund the $99.3.
  
  May we please confirm if the last four digits of the **** card ending in 3592 that was used in settling the payment is correct for us to process it right away?
  
  Thank you so much for your patience during this matter and for allowing us to address all concerns.
  
  
  Kind regards,
  **** Customer Support Team

• Initial Complaint

  Date:04/30/2024

  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.

  We had an issue with the dishwasher not draining. My husband phoned ****.com for help with it. They told him they could send someone out to do a reset for $89.The serviceman turned up and then my husband stepped out to buy some food. The servicemen pressed a button on the dishwasher and said you just need to do a hard reset. And now I needed to pay him $250. I said that wasn't what we agreed, and also seemed unfair given he didn't use any parts, he just pressed a button. He said we had to pay $250, but what we SHOULD do is sign up for the **** "all you can eat" service where we can call out a serviceperson any time for appliances, but also other home services, because this annual service is better value than paying $250 one time.I told him we weren't interested in that. He said ok fine, you have to pay $250 now. I was upset. This was not what we agreed and he did not tell me it would be $250 before he went and looked at the dishwasher and pressed a button. However, he was over 6'0 and I'm a 5'0 woman alone in the house at this point. He said I had to pay, and he also said I needed to tip, so it came out to $275.We have Ring security footage capturing the conversation.We told **** about what happened and they refused to do anything about it. I then wrote a negative review on TrustPilot, and then they solicited me to write to them, which I did, but even then, they said they would only refund the tip amount.

  

  Business Response

  Date: 05/01/2024

  Hello ****, 
  
  We understand that you want this matter resolved as soon as possible and we want to help you the best way that we can to have this matter resolved. 
  
  As stated in our previous email, a dispute is still open on the payment you made and it hinders us from processing any refund for you. After further review and escalation, once the dispute has been dropped we can move forward in refunding the payment you made less the service call fee. However, we want also to let you know that once a refund is processed your Guarantee will be voided since the only payment that will left is for the service call fee only. 
  
  Please let us know how would you like to proceed. 
  
  Sincerely,
  **** Support Team

  Customer Answer

  Date: 05/14/2024

  Hi guys - you can close this dispute. Business has resolved it for me now, thanks
  
  

• Initial Complaint

  Date:04/28/2024

  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.

  Technician showed up on March 1, 2024 to fix a leak. He didn't have any tools in his hands and was on the phone for most of the time he was there. Then he said that the leak was fixed. Few minutes after he left, the washer machine was leaking again. He charged $370 for "changing the drain hose". I opened the washer machine and the hose is the original still but it was clogged with dirt accumulated since it was bought. I cleaned the hose and the leak was fixed.

  

  Business Response

  Date: 04/30/2024

  Hello ****, 
  
  We received your complaint and 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. 
  
  After checking on our records the team tried to call you as we have received an update from the technician that they are willing to have the issue resolved and provide a resolution however, we reached your voicemail. We understand your sentiment on this matter and as much as we want to help you regarding your refund, the payment and the transaction were not made through us. As we have mentioned before, an email was sent to you that all the transactions and inquiries will be with them and you also have an option to proceed or not with their recommendation. The service provider is no longer one of our partners for how many months now. Sadly, all we can do now is provide the information of the technician on file for you to reach out to them. 
  
  
  *****************
  *******************
  
  
  
  Sincerely,
  **** Support Team

   

  Customer Answer

  Date: 04/30/2024

   
  Complaint: 21637096
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************** *******

  Customer Answer

  Date: 05/02/2024

  I don't understand what clarification you need. Your email is not clear and there is no specific question posted  

  Please clarify

• Initial Complaint

  Date:04/25/2024

  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.

  **** recommended their "trusted third party" to come to my home and provide a service on my appliance. The company you sent me was not even a real company. I trusted them because you referred them. The refused to do any work until I paid them a $675 deposit. They took my money and left. I have been trying to track down this company for a month to get my money back. I have emailed you several times asking for your assistance with this matter. You have ignored me. Please contact me and help me get my money back. The company you sent to my home Neighborhood Appliance Repair. I have fearful as they were in my home, they know where I live and they have stolen money. No telling what else they may do.

  

  Business Response

  Date: 04/25/2024

  Hello ******, 
  
  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. 
  
  We want to help our customers as much as possible which is why we are contacting local service providers if we are unable to provide our in-house technicians. A notification email was sent to you after we successfully assigned a service provider that indicates that all the transactions will be directly working with them. 
  
  We reached out to them and they stated that last April 1st they were able to diagnose the unit and ordered the part needed and received a cancelation on the next day. The payment they asked for is for them to order the part since it is a bit pricey. They also mentioned that they are in contact with you regarding this and they will cancel the supposed refund via Check and will process it via Zelle instead. 
  
  We will have this monitored and continue to follow up with the service provider. Moving forward, we will take steps to enhance our service and implement measures to ensure that this issue does not occur again in the future.
  
  Sincerely,
  **** Support Team

  Customer Answer

  Date: 04/26/2024

   
  Complaint: 21626580
  
  I am rejecting this response because: This is not resolved. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 04/30/2024

  Hello ******, 
  
  After further checking your concern, we saw that you are able to receive the refund provided by the service provider. We understand that you are asking for the restocking fee however based on the invoice that you forwarded to us it was indicated that there was a $75 for that fee. 
  
  We understand that you canceled your request immediately however, most of the technicians, once they provided a quote and you agreed to proceed with the repairs they will order the part immediately to ensure its availability. The restocking fee may be used for the cancelation fees once they cancel their order for the parts as some parts are backorder or special orders which need a reservation first. if you still want to have a refund for the $75 fee, we highly advise you to continue your communication with them. 
  
  Sincerely,
  **** Support

  Customer Answer

  Date: 05/02/2024

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

• Initial Complaint

  Date:04/20/2024

  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 Wednesday, April 17, I have contacted this company To Make a repair on my dryer. The company has sent the technician out to my house. The timeframe was between 5 to 6. The technician did not show up at a proper time. He showed up at 8:30 at night. I told him it was too late to come at my front door.to Pay $89 for the service call because I refuse service because he arrived too late after he refused to leave because I didnt want to pay the $89 because he didnt keep the timeframe we went ahead and let them in to do the repair attempt to make the repair the next day I tried the dryer and it was not working which was Thursday the 18th. I contacted them. They said they had to get with him. I told him I did not feel comfortable with him coming back to my house. The first encounter they agreed to a different technician , nobody had arrived. Friday was the 19th I contacted them at 9 AM because attempt to make repairs to have another technician come for repairs. Nobody showed up all day Friday numerous times to the point I asked for a refund is Saturday 20th. My dryer is still not working after I paid $279 , not only that when I provided my card to the technician, he enrolled me into auto plan that I did not agree to without my permission once I found out I canceled I was charged 3150 for cancellation knowledge. Basically this is a scam and they rip people off to the point they dont even answer my calls no more .

  

  Business Response

  Date: 04/23/2024

  Hi ***,
  
  Thank you for reaching out and for informing us about this matter. We acknowledge your request for a refund due to the ongoing issue; hence, we apologize for the unsatisfactory experience and for the inconvenience that this has caused you. 
  
  We value your patience and would like to request an opportunity to send out another technician to address the matter. This step is crucial for us to fulfill our Guarantee process and gather comprehensive details on the current issue. Should we encounter any difficulty in assigning a technician, we will proceed with the next steps accordingly.
  
  Please feel free to share your thoughts or concerns.
  
  Best regards,

  **** Support Team

  Customer Answer

  Date: 04/23/2024

   
  Complaint: 21603537
  
  I am rejecting this response because: they have told me before that they was going to send me technicians out. They never arrived. I also uploaded screenshots and with the manager agreed to only give me $130 back after they fraudulently sign me up for membership after I encounter the first technician being very difficult in behavior in my home, I want refund and I refuse to let them back in my residence 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 04/29/2024

  Hi ***, 
  
  We are sorry that the previous response has not satisfied you. We completely understand your sentiment regarding this case, which is why the team had it re-escalated to management. After much deliberation, the team was authorized to proceed with the refund amounting to $309.9. Please be advised that the team will be processing the refund of this amount in two transactions, as one part is for the total appointment cost and the other for the membership chargeback. However, after checking the status of your payment transaction, we see that there exists an open dispute for your last payment, which hinders us from having this resolution executed. For this reason, we regret to inform you that we will have to wait for the filed dispute to be either finalized or dropped before it is processed. 

  We will also be sending you an email regarding this so that the processing of the resolution can be monitored and the needed verification can be completed while we wait for the dispute's finalization.

  
  Best,
  **** Support Team
  

  
  

• Initial Complaint

  Date:04/18/2024

  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.

  I called prior to tech coming out to fix dryer and was told it was an $89 service call and they take credit cards. Tech arrived in a car, not a truck. He diagnosed the problem and said service call was $94 (tax added, which I was NOT told upfront) plus extra $ for parts and labor, I was NOT told this either. Tech told my husband if he gave him cash it would be $110 and drove my husband to the bank (totally inappropriate). I had the money on my credit card. Now tech is saying he never got cash from my husband, he just drove him to get cigarettes. And they want me to pay on their app- Im not paying and am certainly not paying with Zmy credit card on their app so they have access to my credit card #. Company is saying I signed an agreement, I was at work so how did I sign.

  

  Business Response

  Date: 04/22/2024

  Hello *******, 
  
  Thank you for bringing this concern to our attention. We are sorry to hear about your experience and we would like to apologize for the inconvenience and dissatisfaction. 
  
  As part of our standard operating procedures, the terms and conditions must be accepted and agreed upon before you confirm the booking appointment. Since we have to abide by the tax laws and follow the standard rate depending on the state area, we included in our terms and conditions which explicitly state that: "Charges will be inclusive of applicable taxes where required by law". Therefore, the service is subjected to tax. 
  
  On the other hand, our policy explicitly states that the only accepted forms of payment are via the **** Platform or App. Customers are also informed that any payment requests outside the **** platform, such as cash, check, or Venmo, should be reported to our support team for further assistance, as these methods are not permitted. We understand your concern about sharing the details of your card number, but we assure you that the payment links sent are unique links protected with encryption. 
  
  Nevertheless, we will cease collection attempts on the payment for the service since the technician already settled it on his end. If you have anything that you would like to share, please don't hesitate to let us know so we can assist you accordingly. 
  
  
  **** Support Team
  
  

  Customer Answer

  Date: 04/29/2024

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

• Initial Complaint

  Date:04/15/2024

  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.

  Had a repair done to my refrigerator in December of 2023. Repair was done but frig needed needed another part which was obsolete and not available. We had to purchase a new refrigerator.The problem is, since the repair was done, I have been receiving a monthly bill of $13.80 for a maintenance plan I never ordered. I have spoken to **** office and was assured I would receive a full credit for the 4 months of unauthorized billing. To this date, I'm still being billed for services I never wanted.

  

  Business Response

  Date: 04/15/2024

   

  Hello ****, 
  
  
  We sincerely apologize for the negative experience and thank you for sharing your feedback. 
  
  
  As we review the membership plan that you were charged for, our record shows that after your Refrigerator repair on 12/13/2023, a secured payment link was sent to you which shows you the breakdown of the charges and provides you with an option whether to pay with the discounted price or without. You then opted to settle your payment for the discounted amount which signed you up for the said plan. Additionally, the contract of the membership was automatically sent to you after the purchase which notifies you of it. 
  
  We understand you reached out to us via email and requested to cancel the membership on 03/26/2024, our support team then sent you a cancellation link that allows you to review and process the cancellation. Nonetheless, we'll have the cancellation processed here on our end which will provide you with a full refund of the plan payment minus the member savings received on your service. If your member savings exceed your plan payment, the difference will be collected upon cancellation. For further information, please review our membership policy here . 
  
  
  
  
  Thank you. 
  ****

• Initial Complaint

  Date:04/11/2024

  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.

  I contacted **** regarding a repair cost. I stated that I must have been overcharged. I paid $240 to replace a garbage disposal. The invoice documents estimated 1.5 hours of repair service with no other detail. Here is what happened - My appointment was scheduled for between 12-1pm - The technician ********************* called me at 1.01pm and arrived late at 1.41pm according to my phone record. ( see screenshot #1 below) He parked in the 30 min parking spaces in the front of my building - and did not want to move his car since he said he would be quick. Camera records at my condo can prove this - He replaced the garbage disposal in approx 20 mins . Please note I purchased the replaced part - He left and refused to dispose of the used part although asked - this has been my experience with all **** servicemen When I contacted **** they refused to give me an itemized bill of the services provided - my experience with all previous **** services included an itemized bill. See below for previous bills (Screenshots Dec 1st 2022, Sept 15th 2022) Previous bills have itemized the issue and repair needed. **** continues to state that the charge is correct but refuses to detail the repair done. They also cannot account for the time charge. I believe that the charge would be different based on what is advertised on their website for members which I was. (see screenshot of **** website). Although I have asked several times, they refuse to provide any additional information regarding the details of the service or why the cost was so high other than "that is what the technician said." I believe this to be fraudulent based on the cost of their advertised services, and the time that was spent doing the actual repair vs the time I was charged for.

  

  Business Response

  Date: 04/15/2024

   

  Hello *******, 
  
  Thank you for sharing your feedback with us and bringing this to our attention. Please accept our sincerest apology for the less-than-positive experience and for any inconvenience caused. 
  
  
  The team is currently conducting a review and discussing this matter with your technician for us to evaluate and provide proper resolution in rectifying the issue. You stated that you had camera records that *** prove how ******************* stayed at your location during the service, *** we request you to send us a copy of it that we can include on the investigation? 
  
  We look forward to your response, you *** also call us at ************** or send us an email to ********************
  
  
  Sincerely, 
  ****
  
  

• Initial Complaint

  Date:04/08/2024

  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.

  ************ sent a tech out to fix my *ryer on 3/20 the tech KEi was here for 30 minutes an* fix a spark plug on the heating element. The heating has 5 components an* just one thing shoul*nt have been replace*. Its a heating element kit that all 5-6 components shoul* be replace* fixe*. The *ryer worke* for less than 8 *ays. The tech ma*e /$250 in 30 minutes an* *i* not fix the problem. I calle* the company an* they sai* they woul* repair un*er warranty 90 Day warranty. They finally sent another tech out on 3/30 an* he sai* he thought it was another component of the heating element that shoul*ve been replace*. After an hour of waiting the technician sai* it nee*e* to be the original tech that *i*nt fix it on 3/20 that nee*e* to come an* fix un*er warranty. Explaine* the *ryer wasnt working an* aske* them to sr * the same tech that came on 3/20 which they *i* not they sent another technician. I calle* every *ay for 5 *ays when the original technician they state* that the technician is not respon*ing to sche*ule* a time to come out, I Aske* for a refun* an* they sai* they woul* process the refun* but it has to go through their refun* team. If its not fixe* an* it worke* for 8 *ays 3/20-3/28 an* they tol* me I was covere* un*er warranty they shoul* be refun*ing me, they are not honoring their warranty after they tol* me several times it was covere* an* still havent sent anyone to fix it its 4/6/24 over a week with no repairs. They emaile* to*ay me an* sai* theyve *iagnose* a new problem an* it will cost me $76 more. Thats over $300 to fix my *ryer for both techs to be here less than 30 minutes, mis*iagnose* 1st time an* *i*nt even *iagnose it the 2n* time by opening up the *ryer just ma*e something up that something else was wrong with it. You cant say something else is wrong with it when you *ont open up the *ryer an* *iagnose the problem the tech was just guessing an* saying it was something else with the heating component ************ has lie* to me repeate*ly, sai* it was covere* by warranty an* now they want more money. I have been without a *ryer 3/28. I *o not want them to come fix it I want a refun* I have been scamme* an* I want a refun*. **** nee*s to make this right for me an* my family Ive been scamme* an* lie* to an* strung along just to be aske* to pay more money to fix it again. The secon* tech *oesnt even know what is wrong with the *ryer, he *i*nt test it or *o anything he just sai* its something else without truthfully knowing what it is. I am *eman*ing a refun* from **** I have voicemails that states its covere* un*er warranty. Refun* me asap so I can fin* another company to fix my *ryer, Ive ha* to spen* a**itional fun*s at the laun*ry mat *oing laun*ry for my family since they have strung me along with repairs on their warranty. I *o not trust this company I have been scamme* an* tol* repeate*ly its covere* un*er warranty.

  

  Business Response

  Date: 04/10/2024

  Hello ******,
  
  Thank you for bringing this concern to our attention and we are very sorry to hear that this has been your experience with us. Our utmost priority is to ensure that quality service is always observed and provided along with customer satisfaction.
  
  We understand the frustration caused by being unable to resolve the issue with your appliance as well as the inconvenience that this has caused you.
  
  Thus, the team has reviewed the appointment details and the Guarantee ticket, which we deliberated in consideration of your desired settlement. Unfortunately, we regret to inform you that we cannot provide a full refund for the service call fee. The Guarantee team has offered to cover the cost of the heating element repair since the new technician that was sent has determined that the whole heating assembly must be replaced to ensure that the problem is resolved. Apart from that, the service call fee is strictly non-refundable for as long as any of the technicians provide a correct and thorough diagnosis. The service call fee is the fee that we are using to connect customers to our technicians; hence, given that the new technician did a complete and in-depth diagnostic service, we have to deduct the service call fee towards the refund cost.
  
  On the other hand, we would like to clarify as well that the creation of a refund ticket is not an affirmation that the refund request is immediately approved. **** have a standard procedure for reviewing and validating the request which may take between ***** hours to assess; however, it may take more than the average hours depending on some cases.
  
  We understand this may not be the outcome you were hoping for, however, we can proceed to process the refund amounting to $143.82. Kindly respond to our email confirming the **** card that was used to settle the repair cost in order to immediately process the refund.
  
  
  Sincerely,
  **** Support Team