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:12/04/2023

  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.

  My washing machine was not draining so I looked into hiring a technician via **** to fix the issue. When the technician came, he took out my dryer and left it in my kitchen and said the pump was broken. I asked how and he said he just knows. He replaced the pump, but the washing machine was still not working. He said the issue is actually the motor. He fixed a pump that was not even the issue. The motor was the issue. After he installed the new pump, he handed me an iphone to sign and pay for $563.81 or he would not leave. He did not even tell me how much it would cost before he did the service and replaced the pump. Now after paying all that, I am still left with a broken washing machine. My washer is dismantled and my dryer is still in my kitchen. HE LEFT. He said he would come back to fix the motor, but I refuse to have any other technician via **** come into my home. This experience has been an absolute nightmare and this company should be shut down for scamming others. **** brought in a technician to fix a "problem" that was not even the issue and then charged me for that. The technician told me a new washer would be around $2k so he said it was cheaper to fix it. Meanwhile, a brand new ** washer is roughly $600. I should have paid this than suffer from my experience with **** and get scammed $563.81. I was left scared, uncomfortable, and pressured into paying for a service that did not even fix the problem.

  

  Business Response

  Date: 12/07/2023

  Hello *****, 
  
  We sincerely apologize for the inconvenience that this has caused you. We understand that you value your time, and we never wanted to keep you waiting or put you in such a terrible situation.
  
  After carefully reviewing the details with the team, we regret to inform you, however, we can not honor a refund since we offer a 90-day guarantee on our parts, repair, and installation. We know that you just wanted to move forward with a refund however, we cannot proceed in processing a refund without proper documentation on what happened to the repairs done by the technician. We are humbly asking you to give us another chance to send out a new technician for a re-inspection at no cost for us to check what happened to the repairs performed initially and after the inspection, we can move forward with evaluating your refund request. We also wanted to let you know that you need to go under the Guarantee process first as per our terms and conditions which you agreed to when you booked the appointment. 
  
  Please let us know how would like to proceed. 
  
  Sincerely,
  **** Support Team

  Customer Answer

  Date: 12/08/2023

   
  Complaint: 20958329
  
  I am rejecting this response because:

  I feel uncomfortable having **** bring another of their technicians into my home after bringing me nothing but emotional distress throughout the past week. I also told them to arrange someone to come this weekend and I have not heard a response from them.

  This company is a scam and they need to make it right and refund me so I can find someone else to fix the issue who wont bring me emotional distress.

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

  

  Business Response

  Date: 12/13/2023

  Hi *****, we do apologize for what happened and for the emotional distress that we have caused you. This was never our intention and we truly want to rectify this situation. We can go ahead and send out a new technician who will be able to fix the issue under the 90 day guarantee. We will be sending you a follow up email regarding this. 

  Customer Answer

  Date: 12/13/2023

   
  Complaint: 20958329
  
  I am rejecting this response because:
  
  The company has been saying they will fix it but they never have. 

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

  

  Business Response

  Date: 12/20/2023

  Hi *****, 
  
  Thank you for your response and we apologize once again for the inconvenience and distress that this has caused you. 

  
  After carefully reviewing the details of your appointment with the Team, we are unable to honor a full refund as we would have to deduct the service call fee as this fee was used to connect you with a technician who traveled to your location and did a full diagnostic of your appliance. However, we can now move forward in processing the refund amounting to $474.81.
  
  But before we proceed with the refund, may we know if you still have the unit with you, as the technician needs to get back the part he installed? 
  
  Looking forward to your response. 
  
  Sincerely,

  **** SUPPORT TEAM 

  Customer Answer

  Date: 12/21/2023

   
  Complaint: 20958329
  
  I am rejecting this response because:
  
  You sent another technician to look at my broken machine and he even told you my machine is broken after the other technician did not even fix it.

  And now youre asking me for the part that wasnt even necessary back? This is extremely unprofessional. I had to buy another washing machine and the other technician broke my dryer when he removed it above my washing machine so I had to pay to have that fix too.

  This company is a scam and should be shut down. Their business practices are unprofessional, insufficient, dehumanizing. I refuse to let **** anywhere near my home again for the trauma they have caused throughout the past few weeks. ****, you have the audacity to ask to come back to my mom and bring the old technician who did not even fix this. 

  
  Please make this right.

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

  

  Business Response

  Date: 12/22/2023

  Thank you for getting back, *****

  
  The team deliberated on this case as a re-escalation ticket has been submitted; hence, we can proceed with the refund without letting the technician go back and retrieve the part. However, we still have to deduct the $89 service call fee as diagnostic services have been provided. The amount approved for refund is $474.81. 
  
  In order to proceed with the next step, kindly confirm if this is the **** card ending in **** that was used in processing the previous payment. 
  
  Sincerely. 

  **** Support Team 

• Initial Complaint

  Date:12/04/2023

  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.

  they were supposed to fix my dishwasher on 8/25/2023. their technician broke my dishwasher instead and has now rendered it completely nonoperational AND he left in the middle of it. and their company has stopped responding. I've been without a functional dishwasher for over 3 months. Full email with lots of details is attached in the documents that I uploaded. I want them to cover the full cost of the replacement of the dishwasher and to compensate me for not having a dishwasher for so long and having to deal with them while 9 months pregnant.

  

  Business Response

  Date: 12/12/2023

  Hi *****, we sincerely apologize for what happened. We never intended to keep you waiting or put you in such a terrible situation. We will be reaching out to you directly to help rectify the situation. We will make sure to look into this further and see the best resolution to this issue. 

• Initial Complaint

  Date:11/24/2023

  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.

  On October 21, 2023 a **** handyman (*****************************) hung a mirror in my home that was well over 150 pounds. When making the appointment, I informed ****, as well as the tech when he reached out to me on his way to my house that it was a two man job as it was impossible for one man to lift the mirror, ***** arrived alone. Thankfully my son-in-law was here and helped ********************** lift the mirror on the wall.The very next day the mirror was sliding off the wall. If this mirror would have fallen it would have gravely hurt a child, even an adult and would have definitely damaged several of my newly installed floor tiles. When I texted photos of the falling mirror to the handyman directly he informed me that the hardware provided with the mirror was not sturdy enough to hold up such a heavy mirror (I have his text messages)...however he never mentioned that to me before mounting the mirror, or gave me the option of paying him extra for the correct hardware. HE JUST MOUNTED THE MIRROR KNOWING IT WOULD EVENTUALLY FALL!! I reached out to **** and rescheduled with another handyman, but honestly I was afraid to use this company again, so I cancelled the appointment and paid someone else to mount the mirror. **** REFUSED to issue a refund, so I disputed the charge with my ***************** **** then challenged my dispute with ****, so I had to reopen another dispute with ****. **** is now asking me to close my dispute and they will issue a refund. But there is of course no guarantee they will do that. So I've repeatedly told them (via email) to issue a refund and **** will automatically close the dispute, but **** still refuses to issue a refund.I sent **** the text messages from ***** admitting that the hardware that came with the mirror was not sturdy enough, yet he still used it. **** should have immediately issued a refund due to his unprofessionalism and GROSS NEGLIGENCE.

  

  Business Response

  Date: 12/03/2023

   

  Hello *****, 
  
  
  Thank you for sharing your experience with us
  
  We are truly sorry for the less than positive experience throughout the process, we would like to help you with the best way we can. Checking on your ticket regarding your request for a refund, this has already been approved by the team and as previously stated and mentioned via the email conversations you had with our support team, our finance will only be able to process the approved refund amounting to $178.58 if dispute filed has been dropped/lifted as it won't allow us to proceed with the refund due to the ongoing/open dispute. Otherwise, we would need to wait until the dispute ends. 
  
  
  
  
  
  Sincerely, 
  **** Support Team 
  
  

  Customer Answer

  Date: 12/03/2023

   
  Complaint: 20911005
  
  I am rejecting this response because:

  When I initially requested a refund, they refused to provide a refund which is why I disputed the charge with ***************** If **** processes my refund, **************** will automatically close the dispute, **** knows this....why won't they just process the refund? I WILL NOT CLOSE THE DISPUTE as I have ZERO guarantee **** will give me a refund if I close the dispute. 

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

  

  Business Response

  Date: 12/06/2023

   

  Thank you for getting back, ***********

  As we spoke to you on the phone regarding this matter, in reiteration, we are unable to process the refund due to the ongoing dispute that needs to be dropped on your end. However, since you are not willing to, the team will now need to wait for the result and move forward from there.

   

  Best,
  **** Service Refund Team

  Customer Answer

  Date: 12/10/2023

   
  Complaint: 20911005
  
  I am rejecting this response because:

  This company wants me to close my dispute with **************** so they can ignore me like they did when I initially requested a response. I have no guarantee that they will provide a refund if I close my dispute. A PROFESSIONAL and REPUTABLE company would have given me a refund from the beginning. This company is a SCAM.

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

• Initial Complaint

  Date:11/21/2023

  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.

  I requested a repair service for my gas range stove. A techn came to my home and disassembled the unit in 2-3 hours, to discover the problem which I found via a ****** web search in under 5 minutes. He concluded that we needed to replace a control panel circuit board. I was asked to make a down payment for parts and labor totalling $139.75. He returned a few days later with the part. When he finished installing, he told us the board may have been faulty and that he would bring another one the next day. He came and installed the new part. Upon completion he told us the oven was still producing an error code related to the cooling fan. He said he had one and he would come back promptly with a replacement. When he finished working, the oven still gave an error code. At which point he concluded he could not repair it. He attributed the problem to an insect infestation, stating that they may be nesting inside the wires and causing issues which would become more costly to fix. Recommended us to replace the range. I left a low rating of him. I was then contacted by **** and offered a free secondary assessment due to my dissatisfaction. The new technician arrived and explained to us that the prior technician had no idea what he was doing. The cooling fan was missing parts. He showed us a picture of a properly assembled fan. There were disconnected wires with electrical tape on their ends, andthe new tech said he could not find only the circuit board in his work order directory. He said that when replacing such a part, you would need to order the entire top panel for replacement, not just the circuit board. He relayed his report to the company, letting them know that the first technician did not complete the job right. The company only wants to refund 20% value of my down payment due to the ***** infestation in the range being a cause for more problems to occur. I want a full refund because I wasn't told that repairs would not be guaranteed to work due to infestation.

  

  Business Response

  Date: 11/25/2023

  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 believe in providing value without compromising on the quality of the service as we always strive to provide a successful repair. Nonetheless, we understand your sentiment and the position that you are coming from as we were unable to provide you with the best service that we ought to deliver.
  
  After re-evaluation of your request, we can now move forward in refunding the payment you made amounting to $139.75. May we please confirm if the last four digits of the **** card ending in **** that was used in settling the payment are correct for us to process it right away?
  

  You can also respond to the email that we sent to you separately for us to process the refund. 

  Sincerely,
  **** Support Team

• Initial Complaint

  Date:11/20/2023

  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.

  In Oct, I contacted **** to repair my Whirlpool Refrigerator ice-maker. The cost for the repair was $415, which included a self-initiated "tip" by the repairman because "he was not making much money on the repair".He also engaged in a high-pressure for a **** repair contract of $41.00 that day and a recurring charge of $34.99 monthly. He it would save me money next time, but not to file any repair request until after the first of the year, so it would not seem suspicious to the company.My home is a new build, 3 years old. My wife and I are both disabled seniors, in our 70s.With the service contract, I was told "Oh yea.. you can cancel anytime, no problem." I was never informed in any manner that there would be "fees" associated with the cancellation. I read the contract, and could find no explanation of the "fees" anywhere.I paid:$415 repair cost, with "tip"$41.00 contract initiation fee $34.99 monthly $93.42 "cancellation fees"Attached is a breakdown of the "cancellation" fees. I do not see any justification for any fees. I do not mind the $25 cancellation fee, but the remainder is not acceptable. Even the $25 cancellation fee is a hidden cost, not explained to me, in the beginning.

  

  Business Response

  Date: 11/24/2023

  Hi ***, 
  
  Thank you for informing us of what happened and the experience that you had with us. We apologize for the less-satisfactory service and if this incident has also caused you inconvenience. Rest assured that we'll take measures to prevent this from happening again in the future, with the pursuit of improving our services as well. 
  
  Upon checking the details of your account and appointment with us, along with careful deliberation with the team, we regret to inform you that we cannot fulfill your request as we have to adhere to the terms and conditions provided by the membership plan. As you've given consent to move forward and add the membership subscription with the appointment, we are also sending payment links to customers so that they can reconsider if they would like to pay simply for the repair or with the membership and discounts added to it. Hence, you paid with the latter, and the discount benefits were immediately added to the repair appointment. Apart from that, the contract, which includes the terms and conditions of the membership, is sent to your email afterwards. 
  
  As stipulated in the terms and conditions of the membership plan, you may cancel your annual membership at any time prior to your 1-year anniversary date of purchase by emailing ************************ or by logging into your customer portal at consumer.****.com. You will retain any premium features or benefits through the end of the month in which you paid. In case of protection plan cancellation within 30 days of plan purchase, you will receive a 100% refund of the Plan Price, less the actual cost of any service, labor, payments, reimbursements, replacements, parts, coverages, and/or benefits received, including but not limited to the given Protection Plan Reward and waived security & support fee.
  
  For cancellations after 30 days of plan purchase and before the full 12-month term, you will receive a pro rata refund of the Plan Price, less the actual cost of any service, labor, payments, reimbursements, replacements, parts, coverages, and/or benefits received, including but not limited to the given Protection Plan Reward and waived security & support fee. and less a cancellation fee of twenty-five dollars ($25.00) or ten percent (10%) of the Plan Price, whichever is less.
  
  Thus, the incurred charges are valid. 
  
  Sincerely, 
  **** Support Team 

  Customer Answer

  Date: 11/25/2023

   
  Complaint: 20893716
  
  I am rejecting this response because:

  The repairman is also a sales agent.  **** utilizes a high-pressure sales technique on the part of the repairman.

  At no time was the contract made available to me.  It was on the repairman's computer... "Oh yea... you can cancel at any time... no problem"... "Just sign here".

  Is the "repairman" paid by **** fir any contract sales?  Why is that not disclosed?

  **** fails to address the conduct of the repairman to self-enter a "tip" on top of the massive repair costs because "I didn't make much on this repair".

  The facts behind the ability to cancel the contracts are hidden, and not explained by the "sales agent", ie, "repairman".  There is no opportunity to provide any "informed consent" to the terms of the termination fees of the Contract.

  At any rate, I am glad to be free of ****.  I will inform the public of the tactics utilized by ****, and will only use local repair persons, in the future.

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

  

  Business Response

  Date: 11/28/2023

  Hello ***,
  
  We are very sorry if the previous response to your complaint has not pleased you. We truly understand your concern and we wish to help you in feeling better regarding your experience with ****. However, checking your records, we are sad to inform you that we truly cannot honor you the requested resolution. This is because we see that the charges are valid.
  
  To elaborate:
  - The membership plan that was purchased upon the completion of the appointment was explained to you before having it added to the charges. We understand that in cases such as when the technician applies for the membership plan, there might be some misunderstandings and that some details were not elaborated. For this reason, we do not apply any cancellation fee for cancellations within 30 days from the date of purchase. Cancellation within this period also completely nullifies the membership plan benefits, including the discounts that was automatically applied to all appointments since the day of purchase, thus the chargebacks (membership fee minus the discounts). acquired).
  - Aside from having the terms and conditions of our membership plans available from the website, a copy was also sent to your email address for you to review after the purchase was completed. From here on, you had 30 days to cancel the plan and nullify the membership without paying for the cancellation fee. Furthermore, a confirmation of the monthly renewal is being emailed to your account before and after the renewal is done, thus you were given time to browse the terms and conditions that were initially forwarded to you to decide if you still wish to proceed with the plan.
  - Regarding the sales contract with the technicians, it is a company management strategy to provide incentives to technicians who are able to convince clients to purchase a membership plan by providing quality service to their customers. Also this compensates them for their much-appreciated contribution to the company. This fact is unnecessary to be disclosed to the public/customers as this is a managerial strategy of the company in compensating, motivating, and managing its employees.
  - For tipping the technician, we are very sorry if you felt pressured on this, however, you were given the chance to review the payment link's inclusion by processing it from your end. Thus, technically, you permitted the tip for the technician when you processed and agreed with the payment link that you have settled.
  
  Please refer to the link attached below for further concerns.
  ************************************************
  
  At your service,
  **** Support Team
  

  Customer Answer

  Date: 11/29/2023

   
  Complaint: 20893716
  
  I am rejecting this response because:

  The tactics utilized, as explained herein, by you, described a deceptive practice.  You state that the terms are on the website, and you apologize that your agent, the repairperson, did not explain them.

  You further said that the fact that the repairperson intimidated us into allowing him to self-tip was acceptable to you, because I had the "opportunity" to not submit it.

  You also did not address the fact that the serviceman required me yo pay him $175 cash for the repair part, which was not listed in the receipt or online billing.

  The tactics of your company are beyond bad... I will forward a complaint to the ************** **************************  

  You are victimizing disabled senior citizens. Our refrigerator was broke... your serviceman failed to show twice.  He only showed when I told him I wanted to cancel the call-ticket and hire a local repairman.

  I do not expect you to refund any money.  You have already investing more time responding here than a refund would have been.

  However, the ******** to be made aware of your agent's practices, which are apparently authorized by you.  Intimidation, adding costs to the bill by forcing a tip, requirement hidden costs to be paid by cash for the parts... all of those are not in the "best-practices" of a business.

  I am done... I reject your explanation, but I am finished here.

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

• Initial Complaint

  Date:11/01/2023

  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.

  On my credit card report dated 9/18/2023 I noticed a charge of $100.49 by **** at phone ************ CA . I called this company for an explanation, the person that answered told me that charge was due to an automatic charge for membership and that the charge would be reimbursed.Till today 10/2/ 2023 The reimburse has not been posted on my credit card balance.Thank you SO much for your help

  

  Business Response

  Date: 11/03/2023

  Hello ******,
  
  We sincerely apologize for the inconvenience that this has caused you. Please accept our sincerest apologies for the inconveniences we have caused. 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 offer a full refund of $100.49 which will be refunded to your **** card ending in 9601.
  
  Thank you so much for your patience during this matter and for allowing us to address all concerns.
  
  
  Kind regards,
  **** Support

• Initial Complaint

  Date:10/26/2023

  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.

  On Oct 5 **** sent their representative out to repair my Whirlpool ice maker and water dispenser. He said it was fixed except that I had to leave the door open at least 6 hours so it could defrost. That sounded strange but he said I had to pay before he could leave as if the service was completed. I paid via Paypal that day. It made ice once. Leaving the door open didn't fix the water dispenser. I texted him and he suggested I buy a tool that was like a syringe to inject hot water. This all sounded a bit ridiculous to me since I paid to have them fixed and not how to fix it myself. All this dialogue was on the phone or by text. I complained to the company and they sent the same guy back, even though I told them I would prefer someone else. Instead the same guy came back again. He said the icemaker was fixed by he had to get a valve part to fix the water. He left and about an hour later I was expecting ice - but no ice. I sent him a text. No answer. The next day I got an email saying the work was complete so I called **** and told them how unhappy I was. Within the hour I got a call from the repairman who was mad that I had called his company. He used profanity and told me that he wasn't coming back. Later **** called but I told them that I did not was this man back in my house after the was he yelled at me. Much of the back and forth was on the phone talking - like the profanity but I do have some test threads.

  

  Business Response

  Date: 10/27/2023

  Hello, ********* 
  
  Thank you for sharing your concerns and experiences. 

  
  We sincerely apologize for the inconvenience and unsatisfactory services, as we could have done better in resolving the issue with your unit. We would also like to apologize for the distress that this has caused you. 
  
  This is not the kind of experience that we want to deliver to our customers so we hope that you can give us the chance to rectify this matter. However, upon checking the details of the appointment, there is a current dispute with your account holder which holds us from moving forward and assisting you further. Hence, we advise you to retract the dispute as we will be unable to provide you resolution until the dispute is dropped or has shown in our favor.
  
  What we can do is send a new technician to reinspect your unit and review the Guarantee coverage of the service provided, or we can review the refund request. 
  
  On the other hand, 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 me know how you would like to proceed.
  
  Sincerely, 
  **** Support Team 

  Customer Answer

  Date: 10/28/2023

   
  Complaint: 20785786
  
  I am rejecting this response because:  **** says they won't refund my money unless I cancel my dispute with PayPal.  This seems like a scam because the dispute is my only recourse. They had an opportunity to make it right on the second return of the technician. Following that visit, and still not repaired, the technician spoke to me on the phone in a belittling manner and used profanity.  As retired senior female, who lives alone, this was a hostile and distressing experience. At that point, I did not want a third visit to make the repair. The continued insistence to cancel the dispute is disconcerting and no resolution. I just want a refund.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 10/31/2023

   

  Hello ****, 
  
  
  We appreciate you getting back to us.
  
  We are truly sorry that this process has been frustrating, however, for us to proceed with the next step in rectifying this concern, we would need to ask you to drop the dispute filed and provide us a copy of the report from the other service provider who worked on the appliance so the team will be able to re-evaluate your request for a refund. 
  
  In the case that the dispute falls on your favor, the funds will be credited back to your account, and no further action will be needed from our end. 
  
  
  Thank you for your patience and understanding. 
  
  

  Customer Answer

  Date: 11/07/2023

   
  Complaint: 20785786
  
  I am rejecting this response because: They are refusing a refund even though the work was not completed. That's not right. I googled them and I'm not the only one who thinks they scam people. I have never in my entire life had such a hard time getting a refund. Plus their technician yelled profanity at me because I let the company know he had been out twice and still it wasn't fixed. Apparently the company penalizes their technicians for returns? I don't' know, but I didn't get my ice maker/ water dispenser fixed, and I was treated badly. The only solution is a refund because I have had another company fix it.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/25/2023

  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 ******* appointment to replace dryer sensor switch was scheduled 10/20. Deposit of $156.57 paid in advance. Technician never showed nor responded either to me or to company dispatcher. Called **** same day, and after eight consecutive calls, client ******* representative stated full refund would be initiated. Email regarding refund imitation received. 10/24, 10/25: no further update, emailed ****, **** has ignored. BBB shows a staggering 325 complaints filed against ****, with an unbelievable 101 complaints lodged in the last year alone.

  

  Business Response

  Date: 10/27/2023

  Hello, *************
  
  Thank you for informing us and for bringing your concerns to our attention. 
  
  First and foremost, we would also like to apologize for the inconvenience and for the distress. We highly value your time, and it is our utmost priority to deliver satisfactory and top-notch service, which we are unable to meet. 
  
  We would like to know if, instead of the refund, you would still like to consider a new technician to re-inspect your dryer unit at no cost. You can use the link below to schedule an appointment:
  
  **************************************************************************

  Sincerely, 
  **** Support Team 

  Customer Answer

  Date: 10/27/2023

   
  Complaint: 20782854
  
  I am rejecting this response because your representative promised refund for no-show no-repair technician. I do not want further dealings with a sketchy third-party contractor platform company that has had a staggering 101 complaints filed with the Better Business Bureau over the last 12 months alone. Your company would have me start all over again with a new diagnostics appointment and then a new repair appointment and your company is simply not trustworthy. Stop offering bait-switch nonsolutions and just complete refund immediately as promised.

  
  ***************************************************

  

  Business Response

  Date: 10/31/2023

   

  Thank you for getting back, ************* 
  
  
  After re-evaluating your ticket, the team has approved to process a refund amounting to $137.56. However, our record shows that a dispute with your credit card was filed, and for us to be able to process the said refund, we may need to ask you to reach out to your bank to drop the dispute. 
  
  
  Please let us know once this has been dropped so we can have it verified and confirmed with the finance team. 
  
  
  
  Best,
  **** Support Team 
  
  

  Customer Answer

  Date: 11/03/2023

   
  Complaint: 20782854
  
  I am temporarily rejecting company response until refund is actually posted/received. Because I must respond within 5 calendar days to BBB or complaint auto closes, I am doing so, because otherwise, to accept without actually receiving refund will allow company to let the 5 calendar days elapse without actually taking action to refund. I withdrew ******* ***** credit card dispute in agreement with company's request to do in exchange for honoring refund. Transaction has therefore officially cleared and officially posted again, but still no refund has been received. I have been advised by ******* ***** that dispute may be reinstated for company breach of refund agreement, and am now awaiting company to finally refund or dispute will be reinstated pursuant to refund agreement breach. 
  
  ***************************************************

• Initial Complaint

  Date:10/23/2023

  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.

  We booked an appointment for appliance repair. We're were given an **** AM EST appointment. We confirmed the appointment got follow up text at 7AM EST on date of appointment no body showed up I called and was told they would have the technician call me an hour went by no call no show called back told they would send a different tech but later they were given a 2.5 hour window to get someone to my home they sent a text and said we can't we will schedule for a different day. Unacceptable that I had to call multiple times cause no one ever showed. Don't use this company for repairs they are unreliable.

  

  Business Response

  Date: 10/24/2023

  Hello, *********** 
  
  Thank you for letting us know about the issues that you encountered. Our apologies for not being able to provide you with **************** and for the inconvenience that you encountered.
  
  Customer feedback is very important to us, as it gives us crucial insight into what we need to improve our market performance and ensure customer satisfaction. This is not the experience that we want our customers to have. We value your time, and we never wanted to keep you waiting or put you in such a terrible situation. We'll make sure that the initial technician who was assigned will be properly sanctioned; on the other hand, we'll make sure to prevent this incident from happening again.
  
  Please know that we have placed a $20 credit on your account for a future service request, and you can also take advantage of this coupon "HANDYMAN20" in case you need handyman services in the future.
  
  Sincerely, 
  **** Support Team 

  Customer Answer

  Date: 10/24/2023

  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:10/18/2023

  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.

  In September I called **** with complaint that my AC is not working properly. They scheduled an appt and rescheduled 3 times . The technician by name of **************** from **** to repair my AC because of possible malfunction . He charged $436.61 for filling up the freon to the top and left. I called next day saying that AC is still not working properly . They sent him out again and he checked again saying there is a leak . The leak had to be determined the first time he arrived and not waist freon and my money to determine the problem .my husband and I are retired people , my husband is 76 years old and we live on the 3rd floor under the roof in ***** degrees without AC . I had to buy stationary AC to make my husband breath . He was hyperventilating and we had very difficult time living without AC . The company promissed to refund and sent the email that they will refund the full amount, but till today they have not refunded the money . I am uploading the email where they promiss to refund ************ did not fix anything and got paid. I consulted on the phone with 2 other companies and they said that the leak test had to be performed prior to anything else . the test was never done.**** did not provide the service and did not refund the money . Please help to retrieve the payment from them .

  

  Business Response

  Date: 10/19/2023

  Hi Mila, 

  Thank you for bringing this to our attention, and we would like to apologize for the delay in updates and for not being able to respond to you in a timely manner. 

  We have already informed the refund team and endorsed the refund request ticket to be expedited for endorsement and processing by our Accounting Department. 

  You will be receiving a confirmation email regarding the processing of the refund. 

  In line with this, please expect the refund to reflect in your account within 3-5 business days or it may depend on your bank's policy. 

  Sincerely, 

  **** SUPPORT TEAM