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:01/03/2024

  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.

  A service tech from **** looked at my refrigerator told me I needed new parts. $470 was what the amount came to. He said his boss was doing holiday cash specials and even tho it was the day after he would check with his boss to see if he could do the cash deal for me. He got on his phone and spoke to someone and confirming he was able to do the cash deal for ******. So that's what I paid him plus a 20 dollar tip. The service tech said he will order parts and they would arrive January 2nd. I contacted Puls technologies they told me the person doesn't work for them anymore, sorry what happened and then gave me the guys supposed contact information and told me to try to get ahold of him myself to get him to pay me because there was nothing they could do. I even have an email confirming I pd cash to their **** service tech and they aren't willing to refund me.

  

  Business Response

  Date: 01/05/2024

  Hi ******,
  
  We received your BBB complaint, and we are very sorry for the sad encounter. We understand that you paid the technician a certain amount as a deposit for the repair, which you have reported to us during your first call on December 26. However, please be advised that as the transaction was not completed through the secured payment link sent by ****, there were no records of it on our system. Note that on the email notification that was sent to you before the appointment, it was clearly indicated that any payment for our services should only be done through the **** App and any attempts of collection by the technician through cash should be reported to the support team immediately.
  
  As much as we would like to help you with the concern you raised, unfortunately we neither have your money, nor a proof of your transaction, nor do we still have the technician that was assigned to you. With the limited course of actions we can take, we have provided you with contact details to help you get in touch with the technician and hopefully resolve the issue outside of Pulsthe same way the transaction was completed.
  
  Having said all these, we deeply regret to inform you that we cannot ***** you the refund you are requesting.
  
  Sincerely, 

  ****

• Initial Complaint

  Date:12/28/2023

  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.

  **** did not pay me what they owe me. Pay me what you owe me. *** had the conversation with ***** many time you owe me for 2 warranty contractors and 3 service calls that you never paid me for. I expect payment asap.

  

  Business Response

  Date: 01/03/2024

  Hi *******,
  
  We do apologzie for the inconvenience. However, upon checking the recent appointments, the pay outs were already processed. In the history you will date of when it was processed which would hit on the next business day
  
  Attached are some of  the payout reports we processed on the day they were paid out and processed with it hitting the next business day to your bank account
  
  Please let us know which appointments were not paid out yet so we can verify this in our system.

• Initial Complaint

  Date:12/21/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have scheduled and rescheduled the installation of a Fluidmaster 400H-002 Performax Universal Toilet Fill Valve High Performance Tank and Bowl Water Control more than 10 times because **** keeps saying this:Hi Barbie,Due to high demand in your area, your requested appointment time is no longer available. We are deeply sorry for any inconvenience this may have caused you.We have alternate times available for you to choose from. Please click "Select a new appt time" button below to select a new date and time that work for you.I am very stressed and frustrated and want to be reimbursed the $34.99 membership fee I paid in November, and I want my membership cancelled. I refuse to pay anything else. I've never experienced a less reliable service.

  

  Business Response

  Date: 12/22/2023

  Hello ******, 
  
  Thank you for informing us about the experience that you had, and we apologize as we were unable to provide you with the service that you were expecting from us. Apart from that, we apologize for causing such inconvenience and distress on your end. 
  
  Hence, we have reviewed the details of the issue and discussed this matter with the *************** Team. We can have your membership plan canceled on our end and refund the payment for the month of December; however, we are unable to waive the chargeback as you were able to use the membership discounts during the initial dryer repair. 
  
  The membership has a monthly subscription fee that runs for a 12-month term, and based on your membership cancellation policy, you can cancel anytime within the annual term, but a chargeback shall take effect along with the $25 cancellation fee as per the terms and conditions. The chargeback is the amount billed upon cancellation of the membership plan, which is the difference between the payments you made for the membership and the savings you received for all appointments paid while it was still active. The breakdown is given as follows:
  
  Membership Monthly Cost: $34.99
  Total Discounts & Waivers: $59.42
  Cancelation Fee:                  $25
  TOTAL BEFORE TAX:      $74.52
  
  Please let us know if you would like to proceed. 
  
  Kind regards,
  **** Support Team 

  Customer Answer

  Date: 12/22/2023

  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:12/21/2023

  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 came to my house 12/14 to clean washing machine to remove mold and bad odor. Technician used my own towl, bowl and cleaning supplies for the job, had me sign for the payment without telling me I was signing saying I inspected the work (which the washer was running so I couldn't have), and left before the washer was finished cycling. After inspecting the job done none of the mold or bad smell was gone. I contacted the **** customer service wanting a refund for the job not done. The offered to send the tech back to finish the job on their 90 day service guarantee but I refused as I don't trust the tech or them to do the job right. Over the phone on a recorded line with customer service they said I would get a refund in 3-5 buisness days. The next day I received emails saying they wouldn't honor the refund only the 90 day guarantee and they haven't budged.

  

  Business Response

  Date: 12/21/2023

  Hi ****,
  
  We received your BBB complaint and we are very sorry for the very disappointing service that was provided. We understand that you expected a different kind of professional service from the technician that was sent to your location, other than using baking soda. The technician that went to your location thought that it would be the least invasive and mostly effective method of getting rid of odor issues.Knowing that the service provided by the technician did not work, we were willing to send him back and re-check the unit to understand what has to be done to resolve the issue. However, on your contact with the customer representative, you confirmed that you no longer wish to have any services from us, even with a different technician. We understand and respect your decision regarding this, but for a refund request to be fully evaluated, we will have to send out a technician that would verify the unit's condition. For this appointment to be settled, we will be reaching out to you via your email address.
  
  We truly wish to make things right, however, in reviewing the case, we have to follow the complete process of investigation.
  
  Asking for your understanding in the matter,
  **** Support Team

• Initial Complaint

  Date:12/15/2023

  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.

  Our refrigerator was intermittently make a very loud fan noise and High Temp alarm would come on. We contacted **** on 10/5/23 and ******* came out that day. Said it was a bad temperature sensor and charged us $418 to replace it. ******* called me at work to inform me of the repair and I asked if a bad sensor would cause the very loud fan noise. I was assured it would so we paid for the repair. Within a few days we had the exact same issue. I called and they sent ****** out on 10/22/23 to look at the unit. At the time of his arrival the refrigerator was working fine, he checked some things and said everything looked good. We paid the $89 trip charge. Within hours of ****** leaving the unit was again making a very loud noise and the high temp alarm was on. I called ******* again and said she would schedule ****** to come back out, but on the scheduled date they canceled due to an "emergency repair". This was October 30th. We were scheduled again for November 6th and this time according to the text I was sent "I was double checking with the tech and I sent him to a different address and different *** :(". On November 15th I was asked to send a video of the unit malfunctioning, I did so and did not hear back. On November 17th I asked for a refund since we had paid right at $500 and were having the exact same issues as when we first called. I received 3 texts back: "I was still expecting the approval for the refund". "Please expect a refund within the next 5-7 business days". "Please expect the refund on Nov 30th the most". The refund has not been received as of today (12/14/23) and calls, texts, and emails have not been answered. The last text I received on 12/1/23 said "I am sending this information to upper management for review. Once I have information, I will let you know, thank you". Very frustrating to not only pay for repairs that didn't fix anything, but to then be promised a refund and then nothing happen.

  

  Business Response

  Date: 12/18/2023

  Hello ***,

  Thank you for informing us about the unsatisfactory experience that you had with our services. It is not our intention to delay nor inconvenience you in any way. 

  Hence, we'll make sure to improve our services and how we assist customers with their complaints, issues, and concerns. 

  Upon checking the status of the refund, as approved by our team, it has already been endorsed to our Accounting team for processing. Kindly expect the refund to reflect back to your account within 3-5 business days. Should there be any concerns, feel free to reach us at **************. 

  Sincerely, 

  **** SUPPORT TEAM

  Customer Answer

  Date: 12/19/2023

  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. 

  Response was timely and communication was very good.  Pleasant and friendly also.  Refund has been received.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/12/2023

  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.

  Tech came 45 minutes late to my house in ** even though the app said he arrived on time. The tech messaged me through ****** messaging app, which confirms he was 45 minutes late. He said my refrigerator needed a relay. He didn't fix the relay. Tried to say the refrigerator was blowing cold air after the repair - it wasn't. Then charged me $383.19. When I called **** they refused to give a refund and said that they'll let me know within three days whether the tech will come back out.

  

  Business Response

  Date: 12/16/2023

  Hi *******, 

  Thank you for bringing this matter to our attention. We sincerely apologize for not being able to resolve the issue with your appliance and for the inconvenience that this has caused.

  We have a 90-day guarantee service for every repair service, installation, and handyman service that we provide in the event that an issue occurs after the repair. As long as the customer notifies us about the problem within the 90-day coverage period, we automatically assist them in submitting a Guarantee Request ticket. But before moving forward with the refund process, we have to undergo the guarantee process first to check and determine the cause of the issue despite the repair being provided, and we have to check the correlations between the issues and the repair provided.

  Upon checking the details of your case, it has been brought to our attention that there is an open dispute with your card holder, and because of this, we are unable to proceed or provide further assistance until the dispute is dropped or has shown in our favor. If the dispute is in your favor, no action by us will need to be taken as the funds will already be distributed into your account.

  Please let us know how you would like to proceed so that we can assist you with the further steps accordingly.

   

  At your service, 

  **** SUPPORT TEAM 

• Initial Complaint

  Date:12/10/2023

  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 made an appointment for a repair on my oven. I was quoted $89.99 at the time of the appointment but was then charged $323.87. Thats fine. I paid it and I thought it was over. I then received an email saying that I was now part of a membership that costs $13.99 monthly. I was not told about this membership at any time during the appointment setup or the actual appointment. I emailed the company several times and was also texted that I was going to get an email to cancel the membership. Ok, I go through the email and click on the cancellation process. As Im trying to cancel, this company wants to charge me $36.59 for the cancellation. Luckily, I had cancelled my credit card because the charge had gone through even though I did not push the Submit button or check off the T&Cs box that outlines the agreement of the . Why should I pay for a cancellation fee of a membership I never agreed to?! This company is a scam. Also, to add insult injury, when the technician is finished and tells me the total, the credit card machine also asked for a 20% tip on top of the $323.87. Please understand that all this guy did was replace the igniter in the oven in less than an hour. How is this even legal?!

  

  Business Response

  Date: 12/18/2023

  Hi ******, 

  Thank you for bringing this to our attention. Our apologies for the distress and bad experience that you had. 

  It is beyond our intention to charge customers additional services or plans without their approval or without being aware; hence, our apologies once again. We'll make sure that we handle this internally in order to prevent technicians from misleading our customers. 

  In line with the concern, we have already manually canceled the membership on our end; hence, you will not be charged for the further months. Regarding the chargeback, the system did not automatically levy you the expected fee; hence, you can just simply disregard the request for its payment.

  Should there be any concerns, let us know. 

  Sincerely, 

  **** SUPPORT TEAM

• Initial Complaint

  Date:12/08/2023

  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.

  We contacted **** requesting a repair on our washer. A technician was sent out to diagnose the problem. He advised us of the parts needed for the repair and stated we needed to pre-pay for the repair/service and that a different tech would come once the parts became available. We paid $360.02. We did not hear from the company again.We then discovered that they had closed our case as a dryer repaired. Again our appliance to be repair was a washer.We contacted the company and they said they would refund our money and send a new tech. We received emails confirming a tech had been assigned and one stating he was in route. No one came, no one repaired/serviced anything.We got a call from the company the day the second tech was scheduled asking if he had arrived. We said no, they said they'd send another tech. That was the last we heard from them.To date, we have not received anything; not a refund or a service; from this company.

  

  Business Response

  Date: 12/13/2023

  Hi ****, we do apologize for the inconvenience and for making you wait. However, upon checking out system, we were able to see that the refund was already processed on December 7, 2023 the same day that you confirmed your card number through the email we sent and it would have taken 3 to 5 business days after that to reflect your account or depending on your bank's policy. We will be sending you the documents through email so that you can check with your bank. 

  Customer Answer

  Date: 12/13/2023

  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:12/07/2023

  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 12/05/23 I had a Technician from **** come to my house to fix an ** washer that was slightly leaking during the spin cycle. The technician stated it was a hose. He left to get the hose I was needing and came back to "fix" my washer. At the end he said it was fixed and charged me $310 dollars. Today I go to use my washer and the washer is now leaking when I start it up. Flooding my whole laundry room. I have called **** **************** and sat on the phone twice for 30 mins each call to get hung up on. I am beyond upset. I feel fooled. I want my washer fixed at no additional cost as it should have been fixed the first time. If you cannot fix it I want my money back.

  

  Business Response

  Date: 12/08/2023

  Hi ********, we sincerely apologize for what happened in the initial appointment and for any inconvenience this has caused you. However, upon checking, the technician was able to come back and resolve the issue. We also sent you an email yesterday regarding the guarantee appointment. If you ever need help again or if the issue comes back, please don't hesitate to contact us and we will make sure to assist you the best we can. 

• Initial Complaint

  Date:12/06/2023

  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.

  1) **************** Call Sept 25, ******) Issue recurred within 7 days of original service call. (Beginning of Oct)3) Contacted Original Technician Directly - no response. (Beginning of Oct)4) Contacted **** to exercise their guarantee. (Beginning of Oct)5) Sent Technician ***************** Part Ordered (part is readily available from manufacturer online). - Oct 24, 2023. (3 weeks later)6) **** continues to be unable to successfully schedule a technician (they have cancelled follow up appts 3x on us), order the parts needed, or fix the issue with our refrigerator.7) Their guarantee states that they will cover any follow up repairs associated with the original repair request.8) 2 Different **** Managers have called and confirmed that I will not be charged for any additional Service Calls or Required Parts as the same issue we originally called on is recurring. 9) **** continues to fail to deliver on their guarantee. No technician has been back to our home and the issue still exists. 10) We have lost everything in our refrigerator 2x (~$650 total) since calling **** to resolve our issue.Requesting: Complete Resolution, Refund of Our Original ******** ************** for the Lost Food since they were first involved on Sept 25th and again following their visit on Oct 23rd.

  

  Business Response

  Date: 12/11/2023

   

  Hello ****, 
  
  
  We are very sorry for the experience you had, we never wish to cause inconvenience in any way, and this is not the kind of service we want to provide our customers.
  
  
  After re-evaluation and discussion, the team has decided to process a refund of the amount you paid less the $89 service call, amounting to $285.95 of approved refund. Our support team will be reaching out to you directly via email to confirm necessary information to proceed with the refund. 
  
  
  
  
  
  Sincerely, 
  **** Refund Team
  
  

  Customer Answer

  Date: 12/11/2023

   
  Complaint: 20966313
  
  I am rejecting this response because:

   This or sold my appointment less than 30 minutes before it was scheduled to occur on three separate occasions and dragged out this repair for what is approaching 3 months and they're said to operate under a service guarantee where a technician was sent out. They charged me for a service call but the technician didn't even resolve the issue. So then even charging a service call is ridiculous. Further, based on their scheduling and the confidence they communicated, we did not anticipate losing two additional rounds of food in our refrigerator due to last minute canceled calls. Our total loss was basically 90 days of time. The total amount we paid them plus an additional $600 or more in lost food and our issue is still not resolved. My wife even ask the technician when they revisited our home if he was confident we could put food in the refrigerator and he was 100% confident that the issue was resolved yet we lost another round of food. Their offer seems to be something that would be offered and say the first two weeks or 3 weeks from our initial call as their unable to satisfy the repair based on lack of staffing in our area and they refuse to admit the reality that they can't support the guarantee they offer. Again, the total amount we paid plus $600 would see more than satisfactory based on their inability to perform the guarantee they offer and their inability to resolve the issue after what is now approaching 90 days from our original call. Even today, they could not resolve the issue if we called them today in a refrigerator is still readily available in many retailers. So it's not an old refrigerator with a lack of availability of replacement parts. They lack expertise in any sort of guarantee that they can support. I absolutely do not accept their offer. It seems way under what would be considered satisfactory to resolve our damages. 

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

  

  Business Response

  Date: 12/14/2023

  Hi ****,
  
  We do understand your frustrations and we never intended to put you in such a bad situation. However, we have already sent you an email regarding the refund and we will be further discussing this directly through email.

  Customer Answer

  Date: 12/18/2023

   
  Complaint: 20966313
  
  I am rejecting this response because:

  This organization dragged me along for days and then weeks and then months completely lacking the ability, experience, and staffing to complete the repair. They should not be conducting business, nor implying an ongoing commitment to a "guarantee" of their work when they lack the ability to effectively complete any appliance repair work in our area. In trusting them, we have lost 1) money 2) time 3) refrigerated goods as they continue to make false claims around their business practices. Do not hire this organization under any circumstances.

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