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:10/13/2023

  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.

  **** sent a tech that never turned on a washing machine and told us seal needed replaced (which I had stated) and sensor. He said we'd be getting a written estimate. Proceeded to say he did other things too. He was to installed cupboard door handles. They were uneven and he never attached bottoms. It was apparent he did this without measuring to ensure they were even and he never used a drill but had forced in with a screwdriver-causing jagged damages at the hold. He argued they were even and that it was the doors.**** was dismissive. Several hang-**** my daughter-in-law would get through on her phone when I was placed on hold for several minutes. They said tech said we refused a new motor and seal replacement. WE NEVER RECEIVED A WRITTEN ESTIMATE AND MOTOR WAS NEVER MENTIONED. The motor is obviously fine. They received emails but claim they never received photos and then said he never touched the doors. They refused to give me insurance information or tech's full name. They want all my documentation from another tech we hired but refuse to even give me a written estimate. We've been called liars. They sent an unqualified person-who may have been posing for another technician for all I know-into my son's home and then they call us liars. I have more info but it takes too many characters to write. Cupboard doors are $540 and this doesn't include installing the hinges and hanging. I was trying to save my son who has 5 kids time and now this. I don't believe their tech is insured and they were responsible for him in my home. If he wasn't supposed to add to the job then that is on them. He was working under their direction and they were supposed to insure that he was insured. If he is insured then why won't they provide info.

  

  Business Response

  Date: 10/18/2023

  Hello ***, 
  
  Thank you for reaching out to us and for informing us about the experience that you had during the appointment.
  
  We apologize for the bad experience, and it is beyond our intention to cause distress and inconvenience to our customers.
  
  In this regard, we have checked and reviewed the details of the appointment that was booked online on October 1, 2023, for a washer service call appointment. Upon getting in touch and investigating the case with the technician, he checked and inspected the washer unit and found that the unit needed to repair the motor and rubber seal. Since you did not wish to proceed with his recommendation, the service call fee was only paid. Upon further delving into the concerns that you had, one of the team members reported that the technician performed a handyman service on the handles of the cabinet; however, we could not pull up any records, appointments, or reports from the technician that he rendered service on the cabinet for the reason that it is outside of his skill set since he only works on appliance repairs.
  
  However, we would like to request any copy of the repair report that you had with the other service provider that you consulted with and documentation that you have in regard to your concern so we can further evaluate and review this matter. 
  
  Thank you, and we hope for your understanding.
  
  
  Sincerely, 
  **** Support Team

  Customer Answer

  Date: 10/19/2023

  
  Complaint: 20733236
  
  I am rejecting this response because: 1) What the technician reported to us VS you are 2 different things.  He told us door seal-which I told him_ and sensor.  You say motor.  2) I never received an estimate.  Technician said I would be receiving one through you.  I believe this didn't happen because he knew he screwed up our cupboards 3) Why should I provide something to you that you are unwilling to give me.  You have refused to give me an estimate that I paid your company for.  How can I formally decline a service when I never received an exact estimate that your technician said he'd provide.  Remember we have more than one person witnessing when he told us what was wrong.  Why would I give you another technician's report?  So you can copy it?  4)  You sent this man to the house-if he wasn't supposed to add onto the job that's between you and him.  5)  It was a little odd that first we were told ************** was cancelled because no one was available.  The guy said it was because it was in the system multiple times.  At this point I kind of wonder if this was really the technician or if he sent someone else in his place.  6)  We have an entire house that knows that NO OTHER TECHNICIAN WAS IN THE HOUSE.  Why would we make up that he messed up our cabinets and get everyone in the house to lie.  DO YOU REALLY TRUST SENDING THIS PERSON TO SOMEONE ELSE'S HOUSE?  Maybe your technician sent someone else to the house.  Do you have photos of these people?

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

  

  Business Response

  Date: 10/21/2023

  Hello, *******
  
  Thank you for your response, and we understand your worries and concerns about this matter.

  We want to clarify that our request for the document or repair/diagnostic report from the other service company provider that you consulted with is solely for the purpose of re-evaluating the refund request and cross-checking the diagnoses by both technicians with the team and our in-house technicians. Our company is committed to ensuring transparency and fairness in our refund process, and the document is essential for us to conduct a thorough review.

  
  We understand that our request *** be misconstrued as an attempt to alter or copy sensitive information; however, we want to assure you that our intention is to resolve this matter in an honest and ethical manner. The document will be handled with the utmost care and confidentiality, adhering to our strict data protection policies.

  
  In light of this, we would like to assure that the document will be securely stored and only accessible to authorized personnel involved in the re-evaluation process. It will not be used for any purpose other than re-evaluating the refund request, and our company is committed to safeguarding the confidentiality of personal and sensitive information.

  
  We apologize for any misunderstanding that *** have arisen from our initial communication. We are dedicated to addressing their concerns promptly and professionally.
  
  Thank you for your attention to this matter, and please do not hesitate to reach out to us if you require any additional information or if there are further steps we need to take to address this complaint.

  
  Sincerely,
  **** Support Team 

  Customer Answer

  Date: 10/28/2023

   
  Complaint: 20733236
  
  I am rejecting this response because:
  Again, you did not pay me for my second repairman visit, I paid you for the one by your guy.  He said that the company would be getting back with me on the cost of the repair.  Before he mutilated the cupboard doors we were considering having him repair the machine.  We were going to compare the cost of the repair to new machines.  Because our trust was lost in him, my daughter-in-law had a reputable repairman come and look at the machine.  He actually did a diagnostic test and actually turned the machine on.  I will not provide any of that information until I receive from you what you are requesting from me.  I PAID YOU, not the other way around.  I'm confused.  Why is that a problem?  Further more, I want the full name of the repair person that you were supposed to have checked and verified that he was insured.  If he was truly insured then I assume he can submit the cupboard doors to his insurance.  He came to the house at your direction, he obviously didn't do a through inspection of the machine.  He damaged property while there and tried to tell us that was the new style for the handles to not be symmetrical.  He then apparently completed a false report and statement to you.  We were told we would be receiving an estimate.  I PAID FOR THIS.

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

• Initial Complaint

  Date:10/13/2023

  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.

  Date of transaction: 10/11/23 Amount of money: $71 Business promised: A service call Nature of dispute: I specifically requested a plumber who could remove a diverter valve from behind shower tile and they sent a plumber without the tools, who didn't own them, and couldn't or wouldn't purchase it to complete the job (as business claimed would happen). When called out, they claimed it was an inspection and required payment.Business resolution attempts: Has not tried to resolve it. Twenty minutes speaking to customer support got me nowhere, with them insisting they keep the money and send a follow up "service call" for an additional fee + labor.

  

  Business Response

  Date: 10/17/2023

  Hello ******, 
  
  Thank you for reaching out and for bringing the concern that you have to our attention. 
  
  We apologize if we weren't able to provide you with the service that you were expecting from us and for the non-satisfactory service that was provided to you.
  
  After checking the details of the appointment and following up with the technician as well, the technician has provided you with his recommendation that the tile has to be cut further since the space is too narrow to be able to replace the valve without affecting the water line. However, you did not proceed with the repair that he recommended. In this regard, since the technician was able to inspect and check the service request and provide his recommendation, the appointment only charged you for the service call fee. This fee is used to connect you with a technician who went to your location and did a full diagnosis.
  
  We are still happy to assist with your concerns and are able to dispatch another technician back out for a second opinion regarding the issue with a $20.00 discount. Please let us know if you wish to proceed. 
  
  
  Sincerely, 
  **** Support Team

  Customer Answer

  Date: 10/17/2023

   
  Complaint: 20732468
  
  This isnt acceptable. I asked for a specific service, not an inspection, because I knew exactly what had to be done. He declined to perform the work due to lack of tools and indicated he wouldnt return (see below). Ill continue updating the BBB complaint with these responses.
  
  Sincerely,
  *************************

  

  Business Response

  Date: 10/19/2023

  Thank you for your response, *************
  
  We understand that you want the technician to proceed with the ************ away; however, the technician has to inspect and review the scope of work first and consult with customers if they agree with their recommended repair before doing the service, which is included in the disclaimer when booking an appointment online. Once we agree with the recommendation, we can schedule a follow-up appointment thereafter.
  
  If you still want to have the bathroom service, we can send a new technician applying a $20 discount in case you want to proceed.
  
  Let us know how you would like to move forward.
  
  
  Sincerely, 
  **** Support Team

• Initial Complaint

  Date:10/13/2023

  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.

  A technician came out on 10/10/23 for a very loud noise from the motor of my GE refrigerator. He said he replaced the motor with one he had in his truck. I never saw a motor. He returned today seemingly confused that it wasn't working and said I needed to call GE about the motor part so they can access the correct information. GE had no idea what I was talking about. The **** guarantee states the technician would tell you what the problem was and the cost before doing any repairs. This didn't happen. Finding a correct phone number takes time and patience, both of which I no longer have. I want the repair done and then a credit on the amount I paid

  

  Business Response

  Date: 10/14/2023

  Hello, *************** 
  
  Thank you for informing us about this matter and we apologize for not being able to resolve the issue with your unit. We hope that you will give us a chance to rectify this matter. 
  
  We absolutely understand that you value your time, and we never wanted to keep you waiting or put you in such a terrible situation.
  
  Our team is currently reaching out to the technician regarding this since it may take a while for us to send a new technician for a rediagnostic as most of our technicians in your area are fully booked at the moment. We will now move forward with refunding the payment you made amounting to $376.14. 
  
  We have already endorsed the refund to our ********************* for processing; thus, please be advised that the funds will be reflected back to your account within 3-5 business days or it may depend on your bank account's policy. 
  
  If you have further concerns or questions, let us know and you may reach us at **************** or through our Support Line at **************
  
  
  Sincerely, 
  **** Support Team

  Customer Answer

  Date: 10/15/2023

  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:10/10/2023

  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 10/2/23 a **** technician serviced my freezer. The problem was not fully resolved. I was told I would need to book a return visit for that. I was charged $177 for the service call. I paid by **** as checks were not accepted. Subsequently, at 5:**** on 10/2/23 I received an email welcoming me to appliance protection. I would be charged $37.09 per month with automatic renewal at the end of the year. I emailed **** that I had not signed up for this plan and did not want it. On 10/4 I received an email with a link for membership cancellation: [ref:_00D1UyKwJ._5006T2J5ida:ref}. This link is a scam. On 10/5 I received an email from ***** from ****: Welcome to **** Appliance Protection. I reported this potential **** bill to my bank. The bank representative also found the link to be bogus. Another link to Unsubscribe to **** was found not to exist by Apple. I am submitting this complaint to warn others away from this business where they will risk false monetary charges and a maze of miscommunications intended to prevent the client from canceling. I would like to emphasize that this is not a complaint against the technician ****** who was polite and hard working.

  

  Business Response

  Date: 10/11/2023

  Hello, *********** 
  
  Thank you for bringing your concern to our attention. We always want to ensure that our customers are satisfied and are provided with a quality service delivered. 
  
  We apologize for the inconvenience and distress that this has caused you and we hope that you will give us a chance to rectify your concerns. 
  
  Upon checking and reviewing the details of the appointment that you had with technician Bashir, the said appointment was for a service call fee wherein the technicians checked and inspected the unit's issue. He will be the one to provide the necessary details such as the cause of the issue, the possible outturn, and his suggested repair. Afterward, he will expound on the needed repair as well as the possible cost. 
  
  We would also like to apologize that the necessary details were not discussed with you during the time when you reached out to us. In this regard, we would like to take the opportunity to set forth the important details regarding the membership subscription. We have checked the history of the appointment activities using the system and it has been determined that a payment link was sent to you in which you chose the more affordable option as the membership plan automatically deducts the discount from the appointment. Thereafter, a copy of the membership contract is sent to your email comprising the terms and conditions of the subscription. 
  
  The membership has a monthly subscription fee which 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. The chargeback is the amount billed upon cancellation of the membership plan, which is the difference of the payments you made for the membership and the savings you received for all appointments paid while it was still active.
  
  You can call us at ************** for further details. If you have concerns, and further questions, feel free to inform us. 
  
  Sincerely, 
  **** Support Team 

  Customer Answer

  Date: 10/11/2023

   
  Complaint: 20708043
  
  I am rejecting this response because:You still intend to charge me monthly for a membership I did not request or agree to. I want you to remove my name from any further connection with your business. As you know, the link you sent to end membership is bogus. It doesnt work. But in any case, I dont have a membership with you. You have no evidence of such. I have requested **** and my bank to reject any claim from you. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 10/13/2023

  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 already canceled your Membership, and there will be no more charges for this. We want you also to know that we are not forcing our customers to purchase a Membership, after the service we are sending a secure payment link for the customers to have their options to see the difference between payment with and without the plan. 

  Sincerely,

  **** Support

   

• Initial Complaint

  Date:10/10/2023

  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 have the same issue as some of the other complaints about this company. They look good on the website, but once you pay with your credit card, one month later they charge you for a maintenance agreement that you didnt ask for or sign in. I disputed this charge in July. I tried on several attempts to reach these people and the phone would ring at least ***** minutes before they would answer only to use excuses like your email address is spelled wrong and they cant change it on their end you have to go to another department. I went to several people with a time period today of 2 hours of being on the phone, I finally got someone to say they would agree to cancel but there would be a percentage that I would have to pay. Again,I NEVER ASKED FOR A MAINTENANCE AGREEMENT. NO WHERE HAVE I SEEN ANYTHING BUT A CHARGE OF $34.77 a month to my credit card. As I said there are several complaints in the BBB on this company for just this foolishness. And they arent stopping this SCAM. I have gone as far as canceling the charge card that they were using to make the $34.77 and some how they have gotten around this and are on the new card this month. THEY WONT LET ME CANCEL. PLEASE HELP ME STOP THIS SCAM.

  

  Business Response

  Date: 10/11/2023

  Hello, ******* 
  
  Thank you for bringing your concern to our attention. Our team received your complaint submitted to the Better Business Bureau.
  
  We apologize for the inconvenience and distress that this has caused you and we hope that you will give us a chance to rectify your concerns. We always want to ensure that our customers are satisfied and are provided with a quality service delivered. 
  
  Upon checking and reviewing the details of the appointment that you had with technician **************** we would like to take the opportunity to set forth the important details regarding the membership subscription. We have checked the history of the appointment activities using the system and it has been determined that a payment link was sent to you in which you chose the more affordable option as the membership plan automatically deducts the discount from the appointment. Thereafter, a copy of the membership contract is sent to your email comprising the terms and conditions of the subscription. 
  
  The membership has a monthly subscription fee which 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. 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. Thus, sadly, we were unable to proceed with the refund.
  
  You can call us at ************** for further details. If you have concerns or further questions, feel free to inform us. 
  
  Sincerely, 
  **** Support Team 

  Customer Answer

  Date: 10/12/2023

   
  Complaint: 20718864
  
  I am rejecting this response because: I was not informed by this technician of any type of discount towards my $478.00 bill to fix my refrigerator. I have no idea of what you are talking about. You guys send your people in, they fix the problem and claim we agreed to a maintenance agreement. NO WAY!  This is not right. They have your charge card and they wait 30 days and the  charge shows up.I have no idea of this agreement. What does it cover? Where is my agreement in writing? I have spoke with a couple of people and I dont have this agreement documented anywhere. They never sent the agreement to me thru email. I have nothing. No idea as to what it covers.

  
  
  Sincerely,
  
  *** Commodore

  

  Business Response

  Date: 10/18/2023

  Thank you for your response, ******* 
  
  Payment links are sent to customers after the appointment, and they have the option to proceed with paying with the membership plan or not. Upon checking the records, you opted to pay the service call fee appointment that was scheduled on 06/14/2023 with the membership plan; hence, the membership benefits were applied afterward. The membership contract with the terms and conditions and the details of the coverage were sent to this email address: ************************. 
  
  Should you wish to proceed in canceling the membership plan, please let us know so we can assist you. 
  
  However, please be advised that a chargeback may be incurred since the cancelation falls after the 30-day plan purchase and before the full 12-month term. 
  
  Sincerely,
  **** Support Team

• Initial Complaint

  Date:10/09/2023

  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.

  Contacted to fix dishwasher. Someone came to my home and said dishwasher needed a sensor that cost $225. I paid for the sensor and it was ordered. Was told sensor would be here by Sunday and someone would come install it Monday. Sensor never arrived. Was not given a way to contact company. Found phone number and was hung up on twice. Sent out 3 emails. No one contacted me about installing the part that was ordered. No one called me the day the installation was to take place. Was not given a way to track the sensor part that I paid for and ordered but never received. Invoice on website says that the installation was done, completed and everything was working fine. That is NOT the case. I never received the ordered part to even be installed. Job was never completed. Someone came to my house and spent 10 mins here saying I needed to order a sensor. That was all that has been done. I would like my full $225 refunded as the services was NEVER completed and the part I paid for was never received.

  

  Business Response

  Date: 10/11/2023

  Hello, ******* 
  
  We hope that this email finds you well in good health and spirits. 
  
  Thank you for letting us be aware of the current issue and concern that you had from the latest appointment that you had with us. We never wish to disappoint nor let our customers have unsatisfactory service leading to inconvenience and distress. We hope that you can give us a chance to rectify this situation. 
  
  The team has checked and looked into the details of the appointment and the technician was able to include in his document that he replaced the sensors; however, since this was not the case and he was able to post and process the appointment as a repair, you are eligible to submit a Guarantee Request Ticket. The 90-day ***************** can be utilized for every repair, installation, and part. Apart from that, we can send a new technician to check and reinspect the unit with no charge applied. 
  
  If you want to proceed, kindly fill out the necessary details from the email that we sent you directly along with the said form. 

  Or you can check and click: ***************************************************************************************************

  
  Let us know if you have further concerns and questions so we can immediately assist you. 
  
  
  Sincerely, 
  **** SUPPORT TEAM 

  Customer Answer

  Date: 10/12/2023

   
  Complaint: 20713949
  
  I am rejecting this response because: the service was not completed. A deeper look into your tech should be done as he is lying about my sensor being replaced. I have attached two videos of your tech arriving and leaving my house. They are time stamped in the lower right corner. He was at my house for 18 mins and you want to tell me he took my dishwasher apart, diagnosed the problem, told me to hat was wrong, took payment, fixed the sensor and put my dishwasher back together in less than 18 minutes? He is lying to you about completing this service. Your company is scamming me out of $225 because your tech was too lazy to actually complete the job. Again I am requesting a full refund because your tech did NOTHING. He was at my house 18 minutes and my videos show him leaving my house with ALL his stuff. You need to investigate this tech of yours. I would like to talk to him as well. I would like to see if he would lie to my face that he completed this job. He DID NOTHING AND HE IS LYING AND HE STOLE $225 FROM ME. 
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 10/14/2023

  Hello, ******* 
  
  Thanks for your response and we would like to apologize once again for the unsatisfactory and bad experience that you had with the service. We have already reported the technician to ************** Management Team and are currently investigating this matter. We'll make sure that this won't happen again. 
  
  On the other hand, we have re-escalated the case with the team and deliberated on what action is best to rectify this matter. Thus, it has been decided that a full refund will proceed. Please expect that the funds will reflect and be processed within 3-5 business days or depending on your bank account's policy.
  
  If you have further concerns, feel free to reach us at ************** or you can also send us an email at ********************
  

  Sincerely,
  **** Support Team

  Customer Answer

  Date: 10/16/2023

  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:10/09/2023

  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.

  On sept 20, 2023. We called this company to repair our refrigerator. A technician called us back and asked us what was going on with our fridge. We told him that it stopped cooling. He immediately knew what the problem was, he told us that we needed a new fan. So he came and installed a new fan, and charged us almost $700. The problem wasnt resolved, all of our food went bad. He came back to look at it again and said oh actually the problem is the motherboard but they dont sell that anymore so we requested a refund, it took them almost a whole week to get back to us. They told us that they cannot honor our refund because the parts ordered were necessary for the repair which obviously is not true, given the fact that the problem is the motherboard, not the fan. If the technician had bothered to inspect the problem, rather than just assume over the phone, we would have not wasted money on the part we didnt need. If the problem was the mother board, he should have told us that initially, instead of charging us for a part that would not fix the issue.

  

  Business Response

  Date: 10/10/2023

   

  Hello Savannah, 
  
  
  We would first like to apologize for the inconvenience this has caused you and for the less-than positive experience you had. 
  
  After checking on our record, unfortunately, we are unable to locate your appointment with us using the information provided with your complaint. May we ask for the email and/or phone number used when you booked with us or the name it was booked under for us to review and evaluate the said concern? 
  
  
  We look forward to hearing back from you. 
  
  
  
  Kind regards, 
  **** Support Team
  
  

  Customer Answer

  Date: 10/11/2023

   
  Complaint: 20705385
  
  I am rejecting this response because: I have already gotten in contact with the business and gave them the information they need. 
  
  Sincerely,
  
  ***************************************

  

  Business Response

  Date: 10/12/2023

  Hi ********,
  
  We received your reply regarding the appointment clarification, and we see that you have already been warranted a partial refund last October 11, 2023, for your previous appointment with **.
  
  At your service,
  **** Support Team

  Customer Answer

  Date: 10/12/2023

   
  Complaint: 20705385
  
  I am rejecting this response because: a small part of labor (less than $200) is NOT an acceptable compensation for the almost $700 this company took from us. I am expecting to be FULLY COMPENSATED on our wasted money. I expect this company to have integrity as a legitimate business. You did not even compensate us HALF of what we paid. You need to make this right. Refund us the rest of our money. We are hard working people and do not deserve to be scammed by a company we trusted. 
  
  Sincerely,
  
  ***************************************

  

  Business Response

  Date: 10/23/2023

  Hello, Savannah. 
  
  Thank you for your response. We understand the importance of addressing your issue promptly and ensuring your satisfaction.
  

  We are pleased to inform you that we have re-evaluated your case, and our team has thoroughly reviewed the circumstances surrounding your complaint. After careful consideration, we are pleased to inform you that we have approved a refund for the remaining labor cost, which is $146.5.
  
  To expedite the refund process, please expect to receive the refunded amount within 3-5 business days through the same payment method used for the original transaction.
  

  Should you have any further questions or require assistance with any aspect of your refund, please do not hesitate to inform us.

  
  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:10/03/2023

  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.

  Contacted this company in June of *********************************************************** our home. We paid in full for the repairs and then began getting a monthly charge to our credit card for the amount of $13.97. When we contacted customer service to stop this we were told we would be charged a cancellation fee and may be assessed fees for "discounts" we received through this "membership." We never agreed to any membership and never agreed to ongoing charges to our credit card.

  

  Business Response

  Date: 10/04/2023

  Hi, ******* 
  
  Thank you for bringing this to our attention and we apologize for the inconvenience and unsatisfactory service. 
  
  Each of our membership subscription plans varies in perks and benefits, and we offer this to every interested customer who wants to avail of discounts for every service request and claim coverage requests for each device and unit. This is an optional add-on upon paying the service request and we never pressure customers to opt for this choice; thus, the reason we send a payment link is to provide options for the customer if they would like to avail a membership plan or not. 
  
  After checking and reviewing the details of the appointment, a payment link was sent to your end, and you opted to pay for the appointment with a membership plan subscription. The discounts were then applied to your service requests; hence, you were able to use the discount feature of your membership. Apart from that, an email is automatically sent upon subscribing to the plan with the details and the terms and conditions of the contract. Furthermore, we always send an email notice five days prior to the monthly billing date. 
  
  Should you still wish to cancel, as stated in your, if the membership is canceled within the first 30 days, then the membership may be eligible for a full refund. However, if the membership is canceled at any other time, a cancellation fee may be applied if the amount of discounts received by being a member is greater than the amount of monthly payments that were made. In this case, **** will collect the difference between these 2 amounts, and then process the cancellation.

  
  You can cancel your membership by emailing us at ************************ or by logging into your customer portal at consumer.****.com.
  
  Sincerely,
  **** Support Team

  Customer Answer

  Date: 10/04/2023

   
  Complaint: 20690580
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 10/07/2023

  Hi ***,
  
  We are sad to know that the previous response from our company has not satisfied you. However,regarding your case, we cannot disregard the cancelation fees for your account.This is because when a link was sent to you for the appointment that you had with us, you were provided with two options one with the membership plan and the regular payment, you may have accidentally chosen the discounted cost with the membership attached.
  
  Also, upon the purchase of your membership via the payment link, a discount to that very appointment was automatically applied. After further assessment of the discounts applied, we can confirm that you were granted a total discount of $49.42 and while the accumulated charges collected for the membership plan amounted to $51.6. And as per new company policy, Click and ************ Membership, the plan you are currently subscribed to, no longer has any cancelation fees even after 30 days from the day of purchase.
  
  We advise that you process the cancelation of the membership plan by following through the cancelation email that we sent to you. Once you have processed this, there will be an automatic refund of the difference of the discount received and the accumulated payment for the plan. Should you have further concerns, please don't hesitate to reach out to us via email so that we can have It addressed as soon as we can.
  
  For your references regarding the discounts received from the previous appointment, please see the copy of invoice attached.
  
  At your service,
  **** Support Team

  Customer Answer

  Date: 10/11/2023

  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.

  However, they continue to assert that I chose a membership when sent a "payment link." I NEVER paid through any link or purchased a membership. The service technician swiped my credit card on a handheld device in my home. There was no link used to pay or agree to this membership. I still believe it was fraudulent to charge my credit card for months of membership. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:10/02/2023

  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 contacted this company to repair a refrigerator that would not cool. A man came and inspected the refrigerator. He told me what the problem was. I tried to ask questions about repairs and scheduling, and he didnt give me any clear information. He told me approximately what it would cost and how long, but then nothing was ever finalized, further communicated, or scheduled. It was a very confusing interaction. I called the company after he left to find out more and made it clear to the man on the phone that I want to proceed with a repair but I want to know what it will cost and approve that first. I was told I needed to pay the inspection invoice in order to move forward and get this information. Once I paid the invoice, there was a message that said a firm price was presented and I declined to proceed with a repair. This is completely untrue. I was charged an inspection fee, which should have been applied to any repairs made. From my phone call, I was told there would be follow-up. There hasnt been. I also emailed them expressing my concerns. This was such an unusual service visit, and the company feels suspicious and untrustworthy.

  

  Business Response

  Date: 10/04/2023

  Hi, ***************** 
  
  Thank you for bringing your concern to our attention and we would like to apologize, firstly, for the confusion and inconvenience. We understand your skepticism towards the service as we could have informed you about how the process works more clearly. 
  
  In this regard, we would like to provide you with further details. We send technicians for the service call appointment to inspect the issue with the unit and check what's causing the problem and the technician will provide his repair recommendation and the estimate of the repair. The $89 service call fee is for the inspection fee and this will be deducted if you wish to proceed with the repair; otherwise, you will just need to pay for the $89 service call fee which may be subjected to tax. 
  
  We have reached out to the technician to provide a detailed quote for the repair, which is as follows: 
  Fan Motor Replacement - $200
  fan motor (Part)              - $130
  less SCF                          - (-$89)
  Security and Support      -$14.90
  Tax                                  - $9.93
  =========================
                           Total     - $265.83
  
  We have sent you an email as well regarding this matter. Please let us know if you wish to move forward with the repair.

   

  Sincerely,

  **** Support Team 

• Initial Complaint

  Date:09/29/2023

  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.

  Hello i have job number ******* I'm tecnitian with **** **** company.**** company sent me repair job i have been customers same say and fix issue and write invoice customer about job.then **** company deduct my money when i ask company why ?they say "A refund was processed for the customer since the new tech found that the same parts and additional parts needed to be replaced. The team was not able to send you back since the customer requested a new technician. The initial repair did not last for a week. The customer was provided a full refund however, the total deduction that was processed on your end was 75%.For appointment ******* you were paid $51.46 and for appointment ******* you were paid $475.39. Your total earnings for this customer was $702.47 and 75% of that was $526.85"In that situation they sold be make recall and i can be solve issue but they didnt.and pulse refund customer money back but i used parts for fix issue.they dont cover my part price and labor price please help me pulse shold be refund my money back.

  

  Business Response

  Date: 09/30/2023

  Hi Nail, 
  
  Thank you for letting us know about your situation. 
  
  Apart from aiming to provide and deliver a quality service to the customers, we also assure that technicians are also in a good condition and assure that the terms are clear between the company and the service providers.
  
  In this regard, the team has thoroughly reviewed the situation, and we have taken immediate steps to rectify the situation. We are pleased to inform you that the refund process has already been initiated, and the deducted amount will be fully reimbursed to you promptly.
  
  We understand the importance of timely and accurate compensation for your hard work and dedication.
  
  For further concerns or question, please send us an email at *******************. 

  **** SUPPORT TEAM

  Customer Answer

  Date: 10/02/2023

  Hello i didn't get any money back yet 

  

  Business Response

  Date: 10/03/2023

   

  Hello Nail,
  
  
  Thank you for reaching back and we sincerely apologize for the confusion. 

  After re-evaluation with the team, we are unable to honor a refund/reimbursement for the deduction that has occurred due to the nature of the issue as it was stated in the terms and conditions, and thus has been agreed during the onboarding process that these terms are clear and agreed with:

  IX. Customer Warranty Claims - Section 3
  In the event a Customer makes a warranty claim, and the warranty claim is determined by Company to be an at fault claim, the Request will be considered incomplete and a ******* Fee not earned. An at fault claim results in the following

  - ** able, ******* Provider can choose to return to the Customer and complete the Request in order to avoid the payments described in (b) and (c) below;
  - ** ******* Provider is unwilling, unavailable or unable to return to the Customer to complete the ******** the ******* Provider agrees to pay Company up to 75% of the ******* Fee for each at fault warranty claim and ******* Provider authorizes such charges to be deducted from ******* **************** Fees;
  - ** the Customer requests that the ******* Provider not return to complete the ******** and therefore the ******* Provider is unable to complete the ******** ******* Provider agrees to pay Company up to 75% of the ******* Fee for each at fault warranty claim and ******* Provider authorizes such charges to deducted from ********************************************* ******* Fees - Section 8 
  Refunds: In the event it is necessary for Company to refund ******* Fees to a Customer as a result of the *******s performed by ******* Provider, the amount paid to ******* Provider by Company for the Request that was refunded will be due and payable to the Company by ******* Provider within seven (7) calendar days of the date Company provides notice to ******* Provider of the refund. Company may offset any refunds required to be paid to Customers against any amounts, including ******* Fees owed to ******* Provider.
  

  
  Please know that our terms and conditions are in place to maintain the standards of service and ensure a fair and consistent experience for all our customers. As such, in accordance with the terms and conditions, we are left with no choice but to implement the actions and repercussions stipulated therein.

   

  Best regards, 
  **** Support Team
  

   

  Customer Answer

  Date: 10/04/2023

   
  Complaint: 20673143
  
  I am rejecting this response because:

  1)i fixed 2 appliances like on invoice.(picture copy added attachment )

  2) i used brand new expensive part .Before deduct you **** company need make reappointment  i can solve issue or i can get back my part.Pulse compny send customer another tecnitian why.job is mine i shold be solve issue or i can get back my parts.in that situation i can fix 2 problme i charge customer for 2 appliances.i lost my part , money ,and time 
  
  Sincerely,
  
  *************

  

  Business Response

  Date: 10/06/2023

   

  Hello Nail, 
  
  
  Our tech terms and conditions (***************************) state the following which was signed when filling out the onboarding packet:
  
  IX. Customer Warranty Claims - Section 3

  In the event a Customer makes a warranty claim, and the warranty claim is determined by Company to be an at fault claim, the Request will be considered incomplete and a ******* Fee not earned. An at fault claim results in the following:

  
  - ** able, ******* Provider can choose to return to the Customer and complete the Request in order to avoid the payments described in (b) and (c) below;
  - ** ******* Provider is unwilling, unavailable or unable to return to the Customer to complete the ******** the ******* Provider agrees to pay Company up to 75% of the ******* Fee for each at fault warranty claim and ******* Provider authorizes such charges to be deducted from ******* **************** Fees;
  - ** the Customer requests that the ******* Provider not return to complete the ******** and therefore the ******* Provider is unable to complete the ******** ******* Provider agrees to pay Company up to 75% of the ******* Fee for each at fault warranty claim and ******* Provider authorizes such charges to deducted from ********************************************** ******* Fees - Section 8
  Refunds: In the event it is necessary for Company to refund ******* Fees to a Customer as a result of the *******s performed by ******* Provider, the amount paid to ******* Provider by Company for the Request that was refunded will be due and payable to the Company by ******* Provider within seven (7) calendar days of the date Company provides notice to ******* Provider of the refund. Company may offset any refunds required to be paid to Customers against any amounts, including ******* Fees owed to ******* Provider.
  
  
  The appointment initially took place on 07/18/2023 as the customer was experiencing, Clicking and tapping noise during wash cycle and some food particles remaining after wash. You had deemed that "water is not circulated well, needing to replace the circulation pump motor." 
  
  You then returned for the follow up on job ******* that took place on 07/22/2023. On this, you charged both the Sump Pump Repair, Sensor/Switch Replacement and parts related to the circulation pump and position motor.
  
  On 08/1/2023, 10 days after the repair, the customer created a guarantee request stating We were charged and original issue not only exists but since technician touched its even noisier. We purchased this unit originally due to its lack of noise when operating. Do not send the same technician. His last suggestion was to just replace all parts..thats incompetence. During this time we pushed the customer to try having this solved by you, but the customer was unwilling as they stated you had returned twice and made the problem worse.
  
  A new tech was sent on 08/10/2023 deeming that the drain pump and pump motor needed to be replaced as it was correlated to the initial repair. He also stated that the replaced motor had not been working properly and along with the noise that was occurring on their original issue.
  
  The customer later requested a refund, which was approved for the full cost of the repair as the repair did not solve this issue. A 75% deduction was then created for both appointments ******* and ******* due to the refund for not solving the issue and guarantees at fault claim.
  
  
  Thank you!
  **** Support Team 
  
  

  Customer Answer

  Date: 10/09/2023

   
  Complaint: 20673143
  
  I am rejecting this response because:
  i used brand new orginal parts i need to you cover my part price or return my part back to me 

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

  

  Business Response

  Date: 10/12/2023

  Hi Nail,

  
  We kindly reiterate that the part you have replaced, specifically the one for garbage disposal, has not been indicated on the appointment charges and thus not added to the payment collected from the customer. Furthermore, we would like to emphasize that since the appointment was approved for a full refund, due to the misdiagnosis of the unit, you were able to keep 25% of the ***** appointment's cost, while the remaining 75% was refunded back to the customer. Again, please be advised that this does not include the parts ordered other than "circulation pump ,position motor" for reasons that they were not added to the appointment's charges.
  
  Note that the rulings applied to your case have been directly based on the terms and conditions you agreed upon the completion of your application with ****. 
  
  -**** Support Team