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:01/29/2024

  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.

  On Monday Jan 22nd I booked an appointment through **** website to come take a look at my fridge that found out not working after a arrived from vacation. They booked me for same day. A technician came by and ran a diagnostic said motor was not working. He offer a cash offer saying it would be cheaper. I payed $375. Next day, Tuesday, technician called me and tells me he needs to order a second part if I could cashapp or Apple Pay so he could go ahead and order. I did I sent him the amount of $160. He was supposed to be back Thursday Jan 25th no one showed up. Called **** and they said ******(tech who showed up Monday) was no longer working with them. They schedule me for next day(Friday) also no one showed up. Called **** once again to find out they did not have any technicians available to which doesnt not make sense for them to make appointments and take people money if they dont have workers. I told them to refund me so I could find someone else to come fix my fridge which I need. Next day I received and email from **** telling me they cannot refund my money because I payed that money directly to technician. A technician who was working for ****, and which **** send to do this job. They should take responsibility for their workers. I did not get my money refunded neither did I get my fridge fixed.

  

  Business Response

  Date: 02/01/2024

  Hello, *******

  We appreciate the opportunity to address your concerns and would like to extend our sincere apologies for any inconvenience you may have experienced. 

  As part of our commitment to transparency, we communicate our payment policies clearly through booking confirmations and tech assignment emails. These communications highlight that the only accepted forms of payment are via the **** Platform or App. Any payment requests outside the **** platform, such as cash, check, or Venmo, are strictly prohibited.  As the services was rendered without us being aware nor notified, this was a job considered to be agreed on and done on the side and not involving the company.

  In your case, we understand that there was an unexpected challenge with the technician who handled your service, as they are no longer affiliated with the **** platform. In this regard, a complementary ***************** has been approved in order to check if the issue with the unit can still be resolved but unfortunately, we currently do not have an available technician in the *************** to fulfill the service.
  

  We keep watch on how our contractors do their services and automatically send requests for feedback from customers after each and every service to be able to handle complaints immediately and accordingly, sadly as your complaint is in regard to a service that did not involve us. We can only direct you towards reaching out to the technician who did the
  service.
  
  Please reach out to him using these details:
  NAME: *************************
  PHONE NUMBER: *****************
  EMAIL ADDRESS: ************************

  
  Sincerely, 
  **** Support Team

• Initial Complaint

  Date:01/25/2024

  Type:Customer Service 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.

  Called **** on 12/6/23, about ** WM3997H*A it had stopped draining water. Gave the error code OE. Looked it up, drain pump. Technician came 1/8/23, ****. Tech Ceown came, took my machine apart, and used my sheets and blankets to soak up the water that didn't drain. Propped it up with some wood I had near it. Paid $188..67 the fee and scheduled for them to order the part and to install it. Received a text from the tech stating, the part was not in until the evening. can he reschedule for the next day which was the 10th? No call no show all appointments are scheduled between the hours of **** am. Called ****, customer service rep stated that they needed to contact tech No contact w/ tech, asked to speak to Supervisor no callback. Email Customer support kept receiving emails about we are sorry for my troubles. They caused it. Couldn't find a tech until 12/28/23. The machine is still in pieces. He needed diagnostics on the machine. I ask how when it's in pieces. Still sent him, and tried to charge a service fee. 1/4/24 is scheduled for tech to come out, the 5th is when he put the machine back together to the best of his ability. With screws missing. Stated, drain pump, duh. On 1/12/24, my machine's drain pump was installed. Took 3 times to install. Paid ****** & used the machine with a small load to test. Heard this squeal/smelled something burning when to the machine that was what it was. It stopped again. Called ****, Rep stated the tech who did the repairs would have to do it. Couldn't find the first one. The 2nd tech stated two more parts were needed. Parts are covered under my ** 10-year warranty. The next email stated The following details are the breakdown of the service cost. Please be advised that the following figures may be subject to change as this is an estimate only: LABOR - $308.00, (Washer Rotor Assembly) - $199.41, (Stator Assembly) - $231.43, Security/Support - $14.90, Total Before Tax: $753.74. ** stated parts are covered under a 10-year warranty.

  

  Business Response

  Date: 01/30/2024

  Hi Tuesday, we sincerely apologize for what happened and all the inconvenience this has caused you. It was never our intention to put you through this. However, checking the appointments and reports from the technician, we'd like to clarify that for the initial appointment, the technician confirmed that it was a drain pump issue, we understand that he disassembled the unit and did not come back. Hence, we sent a new technician who also confirmed that it was a drain pump issue and reassembled the unit. After a week, it was reported to us that a burning smell had started to occur. We let the second technician come back to inspect the unit again and he saw that this time, there was a problem with the motor and stator needing to be replaced. We  investigated this thoroughly and we can guarantee that  this is unrelated to the drain pump. We do understand how this may upset you. However, the new issue will not be covered by the guarantee as there is no correlation between the repairs done by the technician and the motor and stator
  
  

  Customer Answer

  Date: 01/30/2024

   
  Complaint: 21197904
  
  I am rejecting this response because: Because when he took my machine apart he damaged it. Why didn't both techs state that the stator and motor assembly was damaged, along with the drain pump. The 2 tech didn't diagnose the machine, or he would have stated that. When he put the pump on he didn't say in order for the machine to work you need to get those parts for the machine? Because he went on the word of the first tech. And they stated to me that if they sent a tech out, that tech is sent back to fix his mistake. The 2nd tech didn't even run the machine to test it or knew what the first tech did. Also stated that screws were missing. And had to put it on 3 times because he didn't know how. He told me, and I heard him running his shop vac to get the water out of the machine. 
  
  Sincerely,
  
  Tuesday *****

  

  Business Response

  Date: 02/01/2024

  Hello Tuesday,

  
  We appreciate the opportunity to address your concerns and would like to extend our sincere apologies for any inconvenience you may have experienced.
  Upon re-escalating your Guarantee request ticket and checking on the technicians' repairs with our in-house expert technicians, it appears that the issue is related to a cracked magnet in the stator. The recent technician diligently followed the troubleshooting steps outlined in the service manual, leading to the recommendation of replacing both the stator and motor rotor.
  
  We understand the importance of clarifying the nature of the identified issue. Different issues may arise post-repair due to various factors and causes, and we acknowledge the complexity of appliance systems. In this specific case, the technician has determined that the cracked magnet in the stator, which appears to be the root cause of the current issue, is unrelated to the initial drain pump repair. While we understand that it can be frustrating to encounter additional problems, especially after a service has been performed, it's essential to recognize that appliances are intricate systems with various components.

  
  Our technicians follow a comprehensive service manual and troubleshooting steps to address the reported concerns. However, unforeseen issues may surface due to factors beyond our control. The cracked magnet in the stator is one such instance, and we want to assure you that it has been identified as a separate issue through careful examination.

  
  We understand the frustration that can arise from unexpected complications, and we genuinely regret any inconvenience this may have caused you. Our commitment to providing quality service remains unwavering.
  
  
  Sincerely, 
  **** Support Team 
  
  

  
  

  Customer Answer

  Date: 02/07/2024

   
  Complaint: 21197904
  
  I am rejecting this response because: When the first technician Ceown came and disassembled my machine and stated that it was the drain pump only. Then the 2nd technician ********* reassembled my machine and stated that it was the drain pump only. ********* ***** the drain pump and puts it on, then it starts squealing and smoking? Now it's the stator and motor assembly. Why wasn't that stated when he diagnosed the drain pump and put it back together? Had a perfect opportunity to see if it was by putting it back together. Now it is the stator, motor and drain pump. Never got it to work, tested it with a small amount of clothes. I didn't want anymore clothes that I had to ring out by hand. Still had 10 totes of clothes to wash but couldn't here, had to use a laundry mat. .
  
  Sincerely,
  
  Tuesday *****

  

  Business Response

  Date: 02/16/2024

  Hello Tuesday, 
  
  
  Thank you for your patience and understanding during this process. 
  
  After further evaluation and re-escalation of the team, we can now move forward in processing the refund amounting to $204.03. We deducted the cost of the service call and the parts cost as it was confirmed by our in-house technicians that the new issue of the unit does not have a correlation with the drain pump replacement, it has been verified also that the additional repair needed is the caused by disassembling the unit as the issue with the error code was resolved after replacing the drain pump. 
  
  Please let us know how would you like to proceed. 
  
  Sincerely,
  **** Support Team

  Customer Answer

  Date: 02/23/2024

  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,
  
  Tuesday *****

• Initial Complaint

  Date:01/24/2024

  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.

  My initial appointment with *******, a Puls Technologies representative was on Nov. 15, 2023. Needing repair on my gas dryer, he and I inspected the most common component, (the *************** there was no burn marks or odor on the board. He then removed the drum and found a worn pulley that during operation caused a sensor switch to be damaged by the belt sliding off of the pulley. Now needing 2 parts, (pulley), and (sensor switch).I was told 5-7 days for delivery. Im impressed at this point. Next appointment 11/20/2023, ******* did not show, he blamed dispatch.He showed up 11/22/2023. With new parts installed them and dryer did not work. Then, ******* showed me a obviously burnt component on the already inspected control board. He said that he would take it home and (WELD) a new replacement component, and return the next night. He returned late the next night with 3/16 diameter glob of silver solder and an area of black residue that extended another inch. It obviously did not work. He said that (I) could go and purchase a new control board in ******* for about $200.00. My wife and I said, "WHO"? ******* said, "I will purchase the control board and return the next night to install it at no cost to us". That was the last we saw or heard from *******. Numerous calls resulted in mostly no answers, and a "We can't reach him either". Dispatch said they could send a new representative in about a week, with no guarantees of a new control board. We declined, stating "We are reaching out to another company".Through a series of emails Puls Technologies has agreed to refund me $40.04 of $129.04 that I payed them. $89.00 service call I'm uncertain of. As of now I have received $0.00 refund. The $377.51 I paid Southwest Appliance on 12/07/2023 for a new control board, labor, taxes, and testing is the amount that I feel is fairly owed to me from Puls Technologies. The $86.75 total cost of the 2 new parts can be covered by the service call $89.00, and the deposit $40.04.

  

  Business Response

  Date: 01/24/2024

   

  Hello *******,
  
  
  Thank you for sharing your experience and we are truly sorry for any inconvenience and for the less-than positive experience. 
  
  
  We understand you requested for a refund of what you paid for and sadly, we are unable to honor a full refund as we would need to deduct the $89 service call since this fee was used to connect you to the technician who traveled to your location and diagnosed the appliance. As the repair was not completed due to issues encountered on securing the needed part, the team has approved to refund the deposit you paid for amounting to $40.04. Our support team communicated via email and has yet to confirm the last 4-digits of the **** card used on the payment for us to proceed with the said refund. 
  
  
  
  We look forward to your response. 
  
  
  
  Best, 
  **** Support
  
  

  Customer Answer

  Date: 01/31/2024

   
  Complaint: 21189489
  
  I am rejecting this response because: I feel that the $86.75 for the total cost of the 2 parts, and the $89.00 charge that Puls Technologies refuses to refund me are a wash, or a fair ground zero beginning. With the $377.51 I had to pay Southwest Appliances after 3 1/2 weeks and a ton of frustration to complete the job that Puls Technologies started, I am willing to swallow half of my pride simply to settle this dispute. I, ************************* am willing to accept 1/2 of the $377.51 plus the ***** that Puls Technologies has already agreed to refund me. This would be a of total $228.79 that I now will accept to resolve this complaint.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/02/2024

  Hello *******, 
  
  We understand your sentiments on this matter and we want to help you in the best way that we can to resolve this issue. 
  
  After further review of your request with us sadly we will be unable to proceed with your refund as it was confirmed that the findings of the technician are correct. The original issue of the unit was that it had no power and the technician was able to install the switch and pulley which helped him to further inspect the appliance and found out that the cause of the problem was the control board was damaged due to a power surge. Some repairs or parts need to be done first so that the main cause of the problem can be resolved. 
  
  Checking on the report of the service provider who worked on your unit, there is no indication or notes that the initial parts that were installed by the technician are not needed and by replacing the control board the unit was fixed which means that the diagnostic of technician ****** is correct. 
  
  With this, what we can offer is to refund you back the $40.04 that you paid for the 15% deposit for the repair. Please let us know how would you like to proceed. 
  
  **** Support Team

  Customer Answer

  Date: 02/07/2024

   
  Complaint: 21189489
  
  I am rejecting this response because: It is nice that Puls Technologies and *******, their technician have now found a means of communication that had been absent the last time I was involved. It seems to me that ******* has provided Puls Technologies with a lot of vital information to support their cause. Does ******* deny that both he and I inspected the control board as an initial issue? ******* did not mention anything about a power surge when he showed me the control board the 2nd time, only showing me the damage that occurred while he was working on the unit. Instead he offered to take the control board home and weld a new component to it. When he returned with a butchered control board that did not work, he wanted me to purchase a new control board. After my wife and I sternly questioned his request, he responded that he would purchase the new control board and install it at no cost to us. I reiterate, still no mention of a power surge, only an agreement that he was taking full responsibility. Furthermore, I ask of Puls Technologies to please tell me the whereabouts of my original control board, and why ******* has yet try to make contact with me? My generous offer stands the same as my last correspondence.

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

  

  Business Response

  Date: 02/16/2024

  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. 
  
  After further review and re-escalation of your concern with the team, we can now move forward in refunding the payment you made amounting to $129.04. This is the only amount that we can refund back to you as stated in our previous email it was confirmed that additional repairs are needed.  
  
  Given that the technician tried to repair the control board it was verified by the service provider who went and installed the part that the control board fixed the issue, meaning that it was already damaged before the technician welded it and it needs a replacement. 
  
  Please let us know how would you like to proceed. 
  
  Sincerely,
  **** Support Team

  Customer Answer

  Date: 02/22/2024

   
  Complaint: 21189489
  
  I am rejecting this response because: the control board was inspected by *******, and the customer prior to digging in to the mechanical portion of the drier. Only after diagnosing, and replacing the two damaged parts did the control board show obvious burn and odor to the control board. ******* was the only person up on the ladder, therefore the only one to witness the damaging spark. After soldering the control board component in a very poor manner did the control board continue failed operations. Please remember that the customer also witnessed the condition of the control board during these two steps of the repair. Puls Technologies continues to ignore the irresponsible act of their representative leaving with my control board with a promise to return with a new control board, and ******* vanished into the night, never to be seen or heard from, never answering his phone, and never returning phone messages. Puls Technologies, where is my control board?
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/23/2024

  Hi *******, 
  
  The team has re-escalated this matter and reviewed the details of the appointment once again. 
  
  Our utmost apologies once again for the inconvenience.  We always make sure that customer's feedback are handled and resolved and that we provide resolution based on the terms and conditions and policies of the company. Thus, it has been decided by the management that we'll be refunding the initial amount that was paid for the service call which is $129.04.
  
  In order to proceed with the refund, please give us a call at ************** so we can assist you with the steps.
   
  
  Sincerely,
  **** Support Team

• Initial Complaint

  Date:01/23/2024

  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.

  I CALLED **** FOR APPLIANCE REPAIR SERVICE. THE COMPANY SENT THE TECHNICIAN AMAREJAI TO MY HOME TO FIX MY GE REFRIGERATOR 12/22/2023 (REF# **D1U0yKeJ,!5**6T02NW3p8:reference. MR. ******** CAME TO MY HOME AND ASSESSED THE **** HE CHARGED ME $4** AND SAID HE WILL RETURN AND FIX MY REFRIGERATOR. TO DATE HE HAS NOT BEEN BACK. I CALLED THE COMPANY AND COMPLAINED ABOUT THE PERSON. GENERAL SUPPORT EMAILED ME BACK TO SAY, THEY WERE SORRY FOR THE INCONVENIENCE BUT THAT THEIR WORKER WAS NO LONGER WITH THE COMPANY AND THEY COULD NOT REFUND MY $4**. I AM ELDERLY 81 YEARS OLD AND I BELIEVE I HAVE BEEN TAKEN ADVANTAGE OF BECAUSE I AM ELDERLY. I

  

  Business Response

  Date: 01/23/2024

  Hello, ******************* 
  
  Thank you for bringing this matter to our attention. 
  
  Our utmost apologies for the great inconvenience and for the distress that this event has caused you. We do not intend to cause serious problems or collect unserviced repair payments. 
  
  The team has checked and reviewed the details of the previous service request for your Refrigerator, and after further evaluation, we regret to inform you that we cannot proceed with the refund for the cash payment that the technician collected since there was no transaction recorded that was directed to ****. 
  
  As much as we want to assist you further in resolving this matter, sadly, we can only provide you with the following details: 
  NAME:*******************
  EMAIL ADDRESS: *********************
  CONTACT NUMBER: *****************
  
  
  **** Support Team

• Initial Complaint

  Date:01/22/2024

  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.

  The incident occurred on January 16, ****, I am making this complaint on the January 17, ****, I contacted a company named **** known in two states, IN and **. I live in Md. My regular warranty company was not available, so I contacted another company seeking service for my Refrig. (it was not cooling) I am not happy with the service. The tech. took the part with him when he left. Now they want to charge me another $34.99 monthly for a contact, I do not want. I want my $34.99 back from the $384.88 I paid to them. It is not hard at all. I do not want to contract with you. You were paid for services that you did not perform professionally and I had to pay to first before you even attempted to service my refrig.

  

  Business Response

  Date: 01/23/2024

  Hi ****, 

  Thank you so much for bringing this issue to our attention. We apologize for the unsatisfactory experience with the service that has been provided to you and also for the inconvenience, as your concern has not been resolved.

  Nonetheless, thank you for the feedback and for informing us about this matter. After checking and reviewing the details of the previous appointment and after a careful evaluation with the team, as you do not wish to proceed with the monthly payment subscription, we have already manually cancelled the membership. Since there was no debit for the chargeback to your account, simply disregard the email that was sent to you with the payment link to settle it. 
  
  If you have questions or concerns, kindly send us an email at ***************** or you may call our Support Line: **************.

   

  Kind Regards, 

  **** Support Team 

  
  
  : 

• Initial Complaint

  Date:01/19/2024

  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 contacted **** the first of December to check out our ** dishwasher. The first tech was a no show. The second tech came out December 12 and determined the motor was bad but we have a 10 year warranty. He charged us $89 and ordered the part. Four weeks later we still had not heard from him and started calling.he agreed it had been a long time and said he would call next day but the motor was in. He never called back and I started calling and texting every day. No response and Ive been without a dishwasher for 6 weeks.We scheduled someone else to come out today and he was a no show. Searching online I cant find a number or way to contact the business. The only number I have is the second ********, ************.Please advise if you know of anything I can do. Thank you.*********************, ************

  

  Business Response

  Date: 01/22/2024

  Hi *****,
  
  We received your BBB complaint regarding the previous technician that was sent to your location for the completion of your service request. We are truly sorry to hear about this uncompleted repair appointment with ********. This is not something we would like our customers to experience, and checking the details of your record, the appointment that was booked with us happened to be one of the appointments that were transferred by the company to local repair service providers, which in this case is the Appliance Repair **********. This was notified to you through the email that was sent to the registered email address on your **** account,*****************. We understand that you are having a problem in the completion of the repair, however, the records of your transactions with them are no longer with us. And as much as we would like to help you with, we can only provide you with their contact information, you can try contacting for an update regarding the service.
  
  Appliance Repair **********
  *****************
  
  For your reference,please see the picture attached that shows the notification on the service request being transferred.
  
  Best,
  ****

• Initial Complaint

  Date:01/17/2024

  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.

  **** technician coming to my home months after service provided just continuously doing pop *****

  

  Business Response

  Date: 01/18/2024

   

  Hello Shonquarius, 
  
  
  Thank you for sharing your experience  and we are truly sorry you had a less-than positive experience. 
  
  We would like to investigate the problem for us to be able to address your concern properly. As we are not able to locate your record on our system using your details, may we ask for the phone number and/or email used on your appointment with us? 
  
  
  You may also call us directly at ************** or email us at **************** for immediate assistance. We look forward to rectifying this matter with you. 
  
  
  
  Sincerely, 
  ****
  
  

• Initial Complaint

  Date:01/16/2024

  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.

  **** came and fixed my refrigerator leak on 12/3/24. I was quoted a price of $332 and ok'd it to fix. When I received the bill there was a courtesy and service fee of $14.90 included in the price. Also I was billed for taxes on the entire amount, which came to $332. The actual repair was $299 no parts needed. I questioned the fees and taxes and was told they were system generated and could not be deducted. I told them labor charges were NOT TAXABLE, only parts. But they insisted I pay the tax. I was not satisfied and said I would pay, once the tax and fees were removed. They finally gave me a discount equall to the fees and tax for a discounted price of $269.24. I paid the bill thru a credit card, but still the bill showed tax was billed. Is this within the law in ******** to charge taxes and fees on labor only for a refrigerator repair, where no parts were used? I read what can or can't be charged taxes on. When I called your office and asked for advice, I was told to just pay it. What kind of answer is that from a company that I relied on for a reasonable answer? I don't have much trust or faith in the BBB as I used to, when I'm offered no other choice than to just pay it. Even though they adjusted the bill with the fees and tax deducted, it still showed them on the bill. I hope they claim the taxes on their returns, since they're still showing it on the bill. This is against ************** LAW. I will never use this company again. I will never advise anyone to use or give a good review for this company.

  

  Business Response

  Date: 01/17/2024

  Hi ***,
  
  We received your complaint and are terribly sorry for the displeasure you experienced from our services and their charges. We have checked the details of the appointment that you had with us and we understand that you would not like to pay for the taxes and the security and support fee. This request was initially declined by the team but after giving in this case much consideration, the team has decided to manually discount the charges for the security and support fees as well as the taxes. This is because there is nothing we can do with our system, which automatically adds those charges for appointments that have-to-have taxes, security, and support fees. We understand that you wish to have a receipt that doesnt include these charges,thus, we will be reaching out to you via your email address to provide you with another official receipt from our company, which has omitted the said charges.
  
  At your service,
  **** Support Team

   

• Initial Complaint

  Date:01/12/2024

  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 used this company to repair an appliance. I specifically told them I wanted a one time repair and did not desire a monthly membership and they can me the membership anyway. I have been trying to cancel since September. They always send me a link to cancel that dosas work, so I have to call back just for them to tell me that they will cancel it manually and they never do.

  

  Business Response

  Date: 01/13/2024

  Hi *******, we sincerely apologize for the inconvenience this has caused you. We apologize as well that this has not been resolved since September. We will be reaching out to you directly so we can cancel the membership manually and will be prioritized by our team. Please keep your lines open and you will receive a call within this day.

  Customer Answer

  Date: 01/13/2024

   
  Complaint: 21135409
  
  I am rejecting this response because: the business charged me an additional $52.96 to cancel, and I never authorized this membership. I only wanted my washing machine repaired.

  Had I known I would be forced into a membership that I did not want, I would have never used this company.
  

  This is a rip off and it needs to be stopped, not just for me, but for others who are experiencing the same thing.

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

  

  Business Response

  Date: 01/17/2024

  Hi *******,
   
  We received your BBB complaint, and we are very sorry about what happened with your account and our inability to cancel your appointment on time. We have reached out to the management team to have your refund request approved, and after much deliberation, we have been authorized to refund you the amount of $131.09. Before breaking down the reasons why this is the amount to be refunded, we would like to make clarifications in the case why we were not able to cancel your membership as soon as you had wished.
  
  After you reached out to us via email for the cancellation of your membership, we sent you a response containing the breakdown of the chargebacks for the cancellation, knowing that you were automatically granted a discount for the appointment it has been attached tothe repair appointment on 08/08/2023. The discrepancy between the first monthly payment of ***** and the discounts acquired ($55.46) amounted to $20.47, and thus the chargeback of this amount. We were ready to cancel your membership once you verified and agreed with the charges, but we were not able to hear back from you. Nonetheless, we understand that you wished to have canceled your membership back then, and we see that you have not acquired any more of our services since. We have used these facts in appealing your case to the management team for the refund request. And after much deliberation, we can now proceed with the refund amounting to $168.98 after considering the breakdown below:
   
  Service Completed on August 8th with the membership discounts applied: $157.29
  Service Completed on August 8th without the membership discounts: $212.7
  Total Discount acquired: $55.46
  Total Membership payments: $224.44 [$***** (tax is already included in the appointment) + $37.89 x 5 (with sales tax)]
  Total amount to be refunded: $168.98
  
  To proceed with the refund, we will be reaching out to you via the email address that we have on file, which is ******************************.
  
  At your service,
  **** Support Team

  Customer Answer

  Date: 01/23/2024

  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:01/03/2024

  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.

  I first connected with **** on 10/1/23 when they came to do an inspection on my fridge. When the tech (******) arrived he never did an inspection he simply starred at the fridge and mentioned the fridge has a fan inside that will need to be replaced. The tech told me the total price of $244.31 will be for the replacement of the fan and labor. He explained I would be charged $121.24 today and the remining balance of $123.07 will be paid after the fridge was fixed. I agreed to pay as the tech stated he was confident this will solve my problem. When the tech returned on 10/4/23 to replace the fan he completed the job and mentioned the fridge would take about 24 hours to get cold again. it only took a few minutes for me to begin feeling the cold of the fridge. the following morning when I went to the fridge to make breakfast everything in my fridge was frozen. I would not get ****** back to see the problem till 10/25/**************** came again only starred at the fridge and told me the thermostat needed to be replaced. ****** needed to order the part and came back on 11/2/23 to complete the install because the part was back order. On 11/5/23 my fridge was back to not getting cold. I reached out to customer support to make a formal complaint only to have them say a tech will be at my house to inspect the fridge on 11/26/2023. The tech ended up being ****** again who mentioned he couldn't figure out what was wrong with my fridge and that I should ask for a refund. Since then I have been emailing customer support back and forth trying to get my refund after sending multiple emails the supervisor called me and told me he wanted to close the ticket and the best he can do is refund me half on what was charged. I told them I wanted a full refund. I was only refunded $123.07. I sent another email to customer support and they reviewed the ticket and refunded me an additional $32.24 on 1/2/24 because of an oversight? I continue to request my full refund and they simply give me the runaround. I never got my fridge fixed and had to but a new one. In addition I lost over $400 in groceries I had to throw away because of **** and ******.

  

  Business Response

  Date: 01/05/2024

  Hi *****,
  
  We received your BBB complaint and checked the details of your transaction with us. Upon checking, we can verify that you were indeed already refunded $123.07 before being refunded with another $32.24 for the 15% deposit. A partial refund to your full payment of $244.31. We initially denied your refund request for the service call fee in consideration of the diagnosis of the technician and the efforts he put in to repair the unit. Nonetheless, we understand that despite his efforts,the unit was not repaired, which is why your case was re-escalated to the management team. After much consideration, the team has now authorized the refund of half the service call fee, amounting to $44.5. Please understand that we were not able to send out a different technician to correct our mistakes upon your request of no longer having another technician for the repair and we were informed that you already have a new unit. This refund will now sum up the whole refunded amount to your account to $199.81.
  
  We are truly sorry for all the inconvenience the whole transaction with us may have caused. The team will be reaching out to you through your email for the transaction of the additional refund.
  
  Sincerely,
  ****

  Customer Answer

  Date: 01/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21093929. 

   

  Thank you for your prompt response and for addressing my concerns. I appreciate your efforts in reviewing my case with the BBB and your subsequent actions.
  I acknowledge the refund of $199.81, which covers the partial refund of the service call fee. 

  
  I would like to express my gratitude for your reconsideration however given the inconvenience and additional thousands of dollars this cost me and my family in wasted food, and buying a new fridge, why wouldn't **** and its management team do right in giving me my full refund? 

  
  Regarding the last digits of my card, that is correct my card ends in 8568.

  
  Thank you for your attention to this matter.
  Sincerely, Edder