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:07/17/2023

  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.

  I've used **** several times and recommended them countless times in the past as being quick and reasonable. I had my dryer serviced last Friday and was charged over $400. I got texts from both **** and the technician all weekend looking for payment. I pulled up the payment link Sunday and noticed that the part was $105 and $320 was labor. The tech was here 27 minutes (Ring video to prove). There was even a charge for an extra 30 minutes of labor? (Do the math on that one). The technician texted me on Saturday stating that he could not accept any more work until I paid. Does **** really do that, seemed Shady! No more for me.

  

  Business Response

  Date: 07/18/2023

   

  Hi ******,
  
  Thank you for sharing your experience and I'm truly sorry you had a less than positive experience.
  
  After review and discussion, we were able to make adjustment on your bill for the Dryer repair rendered by the technician. The extra 30 minutes of labor was taken off. We understand you mentioned that the technician only spent 27 minutes, however, ****' standard pricing estimates are based on the average rates in and around your state. Our technicians do not base the repair cost on the time they spent working on the appliance, the pricing is determined by which part is needed to be replaced. We sent you an updated payment link that you may use to make your payment. 
  
  
  Thank you once again for your patience and understanding towards the process. 

   

  Customer Answer

  Date: 07/18/2023

   
  Complaint: 20333937
  
  I am rejecting this response because:

  Stop acting like you are doing me a favor taking off the EXTRA 30 minutes of labor that you tried to sneak in.   EXTRA 30 minutes does not exist when the tech was here for 27 minutes unless there is some new math that I am not aware of.
  

  Rates in my state are not $600 labor rate for dryer repair,you need to do some rechecking.  Ive been spending my time reviewing your site and going back to my recommendations in my community forums clarifying to people that I was mistaken recommending ****.   Very shady trying to slip extra time in when the EXTRA time is more than the actual time onsite.   Even without that extra time it comes out to a $500 per hour labor rate which IS NOT in line with my area.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 07/21/2023

  Hello, ************* 
  
  Thanks for your response. Apologies for the confusion and if we ever misconstrued our intentions to resolve this matter. It is beyond our intention to cause any misunderstandings and negative sentiments on your end. 
  
  After reviewing the appointment that you booked, the technician replaced the heating element and also cleaned the vent in your appliance; thus, the breakdown of the charges given as follows:
  
  DRYER VENT CLEANING - $29
  HEATING ELEMENT REPLACEMENT - $219
  HEATING ELEMENT (PART) - $105
  SECURITY AND SUPPORT FEE - $14.90
  (less coupon voucher)        - (-$35.30)
  TOTAL (after tax)              - $332.60
  
  The team have deliberated and looked further into the appointment, and it has been decided that we can add another $50 discount on top of the coupon that was applied. 
  
  In case you want to proceed, let us know so we can assist you. 
  
  
  Best Regards, 
  **** SUPPORT TEAM
  
  

• Initial Complaint

  Date:07/16/2023

  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.

  Horrible experience. They sent a technician out and he said the motor needs to be replaced on my refrigerator. He replaced the motor and they day after it started making a loud noise. I paid almost $400 for the replacement and called customer service and the sent another technician out finally. This technician took my moms hair dryer and melted some ice and left. Not even 30 minutes after he left the loud noise started again. Its been almost two months now and they will not send someone to fix it and every time I call they say they are looking over the file. This company does horrible work and takes peoples money. The advertise 90 day guarantee and its no more than a false advertisement. Now the refrigerator is not cooling again which was a waste of money since the repair was not done correctly. They have not tried to reach out and make things right regardless of all the calls I have placed to them.

  

  Business Response

  Date: 07/19/2023

   

  Hello ******, 
  
  
  Thank you for sharing your feedback and we are sorry you had a less-than-positive experience. 
  
  After review and discussion with the team and the technician, he originally replaced the fan motor since the original issue with the appliance was - "Not cooling". He went back to re-inspect the appliance at no cost since the repair is still within our 90-Guarantee and confirmed that the sensor is needed to replace which is not correlated to the original repair as the fan he initially installed is working fine. Hence, we regret to inform you that we are unable to honor a refund for the initial payment made as the initial part needed was replaced, and a repair was rendered making the charges valid. 
  
  
  We would still love to assist you and provide $50 discount towards the additional repair if decide to proceed. 
  
  
  
  Sincerely, 
  **** Support Team
  
  

  Customer Answer

  Date: 07/19/2023

   
  Complaint: 20329651
  
  I am rejecting this response because:
   First of all the original technician changed the motor which started making loud noise. The 2nd time you sent someone different that said nothing about a sensor and only stuck my mothers hair dryer to some ice to melt it. He said the ice was causing the motor to make the sound. Nothing was mentioned about a sensor. He left and the sound started back. What he didnt didnt help and now its not cooling and motor not working. I spoke to another repair company and this talk of a sensor is just an excuse for you to get out of making this right. Im paying another company to fix it and has nothing to do with a sensor. Maybe if you would have sent someone out you would have seen this yourself but you didnt. Instead you gave me the run around and had no interest in helping. What you are doing is no different than a thief coming in my house and taking my hard earned money. I should have read the bad reviews on BBB before hiring you. It would have saved me money and aggravation. 
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 07/21/2023

  Hello, ************* 
  
  Thank you for your response and for sharing your sentiments, we totally understand where you are coming from. 
  
  Our most sincere apologies once again. 
  
  For us to review and re-escalate your request with the team, may we request that you forward the repair report or diagnosis report of the technician that you consulted with? 
  
  We will then proceed to deliberate and compare both technicians' inspections and services provided. 
  
  Hoping for your cooperation and understanding. 

   

  Best Regard, 

  **** SUPPORT

• Initial Complaint

  Date:07/14/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We needed a minor repair on our dishwasher. I contacted this company to send a technician to repair the problem. The technician they sent broke an unrelated part of the dishwasher, said "oh no," left to go buy super glue, glued the piece he broke back, reassembled the inside of the dishwasher, and told the company that he fixed the issue. It was absolutely not fixed, obviously.They kept sending an invoice to be paid for the service. I called them to tell them that nothing was repaired. The original problem wasn't repaired, and their tech broke a piece of the dishwasher and then tried to glue it back together, and then left. The problem was never fixed, he just reacted more problems. They said they'd waive the charge and send someone out the next day to fix it.Well, "the next day" is today. No one showed up, and we're still getting invoice charges. My wife called customer service to find out how much longer it would be before the new tech showed up, and the representative said that there wasn't anything scheduled for a new tech, and they would send one out tomorrow. Not only that, but there were no notes from the previous calls about the issue.She was asked for proof that the tech didn't fix the issue and broke the clasp holding the sprayer arm assembly. This was because the initial tech marked the repair as completed, and that there was nothing more that needed to be done. He even took a picture of his finished work (as I referenced in the first paragraph).Now, it's been three days that we've been waiting to figure out how to get this issue resolved as soon as possible. We had company come over today, and we have two small children. We really need our dishwasher to work, and this whole fiasco is incredibly infuriating.Not only are their technicians apparently useless, they're dishonest. Also, not only are their customer service representatives incompetent, they're also awful at documenting.

  

  Business Response

  Date: 07/21/2023

  Hello, *********** 
  
  Thak you for bringing this to our attention and we sincerely apologize for the bad experience that you had with us during the technician's inspection visit. 
  
  We never wished to disappoint you nor leave you with a less-satisfactory experience; thus, we hope that you will give us the chance to resolve this matter. 
  
  After checking and reviewing with the team, a reimbursement has been approved for a maximum liability amounting to $750 in accordance to our policy terms.
  
  We can process the reimbursement either PayPal which *** take 3-5 business days or thru check that *** take 3-5 business weeks. 
  
  Please let us know on how you would like to proceed. 
  
  
  Sincerely,
  **** SUPPORT TEAM

  Customer Answer

  Date: 07/22/2023

   
  Complaint: 20324740
  
  I am rejecting this response because:

  I don't want there to be confusion between this incident, and the other incident involving the second technician you sent to our house, who left the dishwasher drain hose off of the garbage disposal, which led to water damage in our ceiling and flooring.

  The estimate for those repairs are $900, and $750 isn't enough to cover the damage your second technician caused.

  We're beyond the damage that the first technician caused, because the second technician said we needed a new dishwasher, which we already purchased.

  All we are looking for is to have the damages caused by your technician paid for, and then move on.

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

  

  Business Response

  Date: 07/25/2023

  Hello *****, 
  
  Thanks for your response. We understand your sentiments; hence, the team decided to deliberate on your concern once again as we want to improve your experience with ****, at the least. 

  The management have come up with a decision to reimburse a total amount of $900 to cover the damage.

  **************** will process this so please expect your funds to go back within 3-5 business days. 
  
  In case the funds are not reflecting or haven't been received yet, you can always reach out to us. 
  

  
  Sincerely,
  **** SUPPORT TEAM

  Customer Answer

  Date: 07/25/2023

  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:07/14/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The person they sent to my house, *****, I thought was very nice and helpful. Until later, when looking over the work that he did after he left, I noticed that he never changed the circuitboard like he said that I needed. I dont even know what made me take the back off and look. I almost wish I didnt. The one in my refrigerator and the one that he showed me were totally different. I mean basically he ripped me off. He charged $528 for work that was not completed, $264 for a part that was not installed. I feel horrible! Dont they run a check on these people or something? Im sure that theres nothing that can be done. All I know is I will never use this company again.

  

  Business Response

  Date: 07/17/2023

  Hi *****, 
  
  Thank you for bringing this to our attention for us to take a look at your concern. We are very sorry for the inconvenience caused by what happened and we never intend to leave customers unsatisfied with the service. 
  
  In regard to what the technician did, we have already submitted an incident report to the Tech Engagement Team for proper investigation and sanction, 
  
  On the other hand, the team have deliberated and reviewed your complaint on what happened during the technician's visit. The team have decided to refund the part cost amounting to $230. We will be directly reaching out to you so we can proceed with the next step for the refund. 
  
  Thank you for your patience and understanding. 
  
  
  **** SUPPORT TEAM

  Customer Answer

  Date: 07/17/2023

   
  Complaint: 20320782
  
  I am rejecting this response because:

  If the cost of the part was $230 and the cost of installing it was $264, which neither things were done to my refrigerator, because he never replaced the board, than why would I accept that?

  Since all the repair man did was defrost my refrigerator then why wouldn't I only pay a service call fee which according to their website is $89. I don't understand that "offer" at all.

  Also, the service man said the cost would be "around $200" before he said I needed the circuit board. The most I should be responsible for is $200. 

  I have attached a copy of the invoice I received.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 07/21/2023

  Hi *****, 

  Thanks for your response. 

  We have re-escalated your concerns with the team and after further deliberation, a refund of $98 is approved on top of the initial amount refunded. 

  We will be sending you an email as well for the confirmation of your Paypal account in case you want to proceed. 

  Let us know if you have further questions or concerns regarding this matter. 

   

  Best Regards,

  **** SUPPORT TEAM

  Customer Answer

  Date: 07/25/2023

  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 only if the total amount is $230 + $98 = $328.
  I would like them to acknowledge what the total refund will be, which would be $328, then yes I will accept that. I have so far not received any refund yet to date. Thank you for your help.

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

• Initial Complaint

  Date:07/07/2023

  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.

  Company came out in May 2023 to repair washer. I was charge 303 dollars which was fine. The next Month I Received an email about stating that i need to pay a monthly fee of ***** . I called and stated that I didn't realize there was a monthly fee since I just needed my washer fixed once. I have no needs to repair anything else in my home insurance covered everything. They said ok they will send me a cancellation and I was jot told that they would charge me a few of *****. This amount was never disclosed. I called the company and they refused to refund the money. As a single woman I am always looking out for scams and I wouldn't have agreed to pay monthly for a service I didn't need or could afford. They claimed that i received a discount amount for fixing my washer which was not disclosed at that time or I would have went with another company.

  

  Business Response

  Date: 07/11/2023

   

   

  Hello *********,  

  
  Thank you for sharing your experience and we are truly sorry you had a less than positive experience. 
  
  After checking on the appointment, our record shows that you were sent a secured Payment link which gives you the option to choose the discounted price with the membership and a price without. Upon payment, you chose the discounted option with the Membership. 
  
  We do not usually honor refund for membership as this is non-refundable, however, after deliberation with the team, we can only refund the chargeback amounting to $85.82 as we are unable to refund the membership fee. 

  
  May we please confirm if the last four digits of the Master card that was used in settling the payment ending in **** are correct so we can process it right away? 
  
  
  Best regards, 
  **** Support Team 
  
  

• Initial Complaint

  Date:06/27/2023

  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.

  I just want to preface this by saying my Maytag is only 3 years old.Friday the 23rd, I scheduled repair for my washer. Saturday morning the 24th, *************** spent 2 hours looking over the machine. Couldn't find anything but a dime in the machine, said that ***** have caused friction. Ran it through a quick cycle check, and left. No parts, nothing done to the machine, ******, plus ***** tip. I have emailed them 5 times, to send someone back out. I have not heard a word from them. I am not asking for a refund from them, except the service charge which was *****. All I wanted was for him to come back out and look at it again, and they do not answer my emails or texts. **************** is so important if you want to survive.

  

  Business Response

  Date: 06/29/2023

  Hi *****, 

  
  Thank you for bringing your concern to our attention. 

  
  We truly apologize for the inconvenience caused by this event and for being unable to attend to your concern to the best that we could. We value your time and we hope that you can give us the chance to rectify this issue. 

  
  **** provide a 90-day ***************** coverage on every paid part, repair, and installation. Since the technician repaired the unit last 24th of June, you are eligible for a Guarantee Claim. In this regard, the technician was able to confirm that he could go back to check and inspect what caused the issue to arise. Please be advised that this is free of service and no charges shall be paid upon his reinspection. 

  
  We have set a schedule for his return on Friday. June 30, 2023, between 9 AM-11 AM.  In case the time or date is not convenient for you, please reach us at ************** for immediate assistance. 

  
  Best regard, 
  **** SUPPORT TEAM
  
  

  
  

• Initial Complaint

  Date:06/24/2023

  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 Thur 5/25, I contacted **** to send a technician to repair my dryer. The technician evaluated the issue, then said he would return Sat 5/27. I had to pay $144.23 for the first service call. On 5/27, he returned and fixed the dryer, but broke the dryer k*** in the process. He shoved something into the k*** to temporarily hold it in place. I had to pay $249.94 for this service call. The technician said he would return to fix the k*** He never did and he disappeared. I have to use a pair of pliers to adjust the dryer settings. I complained to **** service contact via ********* phone, and email. Their customer service contacted me via email. During much back & forth, they said they would send another technician, but I would be charged a service fee, then finally said I didnt have to pay. They sent a different technician on June 1st. The 2nd technician arrived with no explanation of the situation, expecting not only to be paid a service fee, but would also have to buy the part & return to install it, all of which would cost several hundred more dollars. I said no, this is not what I was promised. The technician called the **** dispatcher and was told they would send a replacement k*** directly to me at no cost. I never heard back. I emailed again and asked them to send the k*** They said they could send it, but it would void my service warranty. (This is a dryer knobyou just put it on, no installation). Much more emailing back and forth Finally, they said they would send another technician (because the last one wasnt responding, probably because he didnt get paid by the company to do a warranty service job?) who would come place a new k*** on my dryer. On Fri 6/23 a technician arrived. Again, no communication to the tech so he had no part and was expecting to be paid by me. Again, he called **** dispatcher and was told they would send a replacement k*** at no charge and would not void my warranty. Again, nothing happened and **** says they cant do that.

  

  Business Response

  Date: 06/29/2023

  Hello, ***************

  Good day!

  
  Thank you so much for informing us about your concern and also for providing us with the details of the past appointments. It was certainly helpful in the deliberation. 
  We truly apologize for the inconvenience caused by this event and for not being able to provide you with the service that you were expecting from us. We value your time and we hope that you can give us the chance to rectify this issue. 

  
  We have set a schedule for the technicians return on Friday. June 30, 2023, between 1-3 PM. No worries about the charges for the k*** replacement as this has been already covered under your ***************** Claim. 

  
  In case the time or date is not convenient for you, please reach us at ************** for immediate assistance. 

  
  Best regard, 
  **** SUPPORT TEAM
  
  

  
  

  Customer Answer

  Date: 06/30/2023

  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.
  

  The technician arrived today and replaced the dryer k*** It is working now. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/17/2023

  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.

  These guys ripped me off. I had a technician come out to the house. He didnt say a word. He pulled the fridge apart, looked at some things, rewired a relay switch in the back, and put everything together. He said it would take overnight for the fridge to cool down, but it WILL work. He then asked me to pay for the repair. $400! Never did he go over the price before doing the repair or mention the possibility that this was not the actual repair that would fix the fridge. And they never sent a receipt. Come a day later, and the fridge did not cool down. I called the company and they said the technician did everything right! What, not repairing anything is right? They refused to refund me or fix the problem. Not the way run a business.

  

  Business Response

  Date: 06/21/2023

   

  Hello ****, 
  
  
  Thank you for sharing your experience and I'm truly sorry you had a less-than positive experience. 
  
  After deliberation with the team, we are unable to honor a full refund as we would need to deduct the $89 service call fee as this fee was used to connect you with the technician who traveled to your location and diagnosed the unit. However, we can now go ahead and process a refund amounting to $296.76. 
  
  May we please confirm if the last four digits of the **** Card that was used in settling the payment ending in **** are correct so we can process it right away?
  
  
  Best regards, 
  **** Support Team 
  
  

  Customer Answer

  Date: 06/23/2023

  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 upon receipt of the funds offered.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/15/2023

  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.

  2 Weeks ago I scheduled a tech to come take a look at my brined washing machine. An obviously unknowledgeable tech showed up who recommended ordering a new part. I asked if they could order it and come back and install it once delivered. Fully ready to pay for the part and another visit, I waited a week with no word. Called texted and emailed the tech. No response. Reached out to customer service.. no response. After another week I finally heard from customer service who said that they emailed the tech (which I already did a week earlier). At this point Im 2+ weeks without a washing machine and totally left out to dry.This company stole $90 from me.

  

  Business Response

  Date: 06/18/2023

  Hello Van, 
  
  Thank you for bringing this to our attention. We sincerely apologize for the inconvenience that we may have caused as the supposed repair follow-up appointment is long overdue. 
  
  The team has carefully reviewed your concern as well as the details of the appointments that you had with us and it has been decided that we will refund the service call fee that was paid on June 05, 2023. 
  
  We have also sent you a separate email regarding this matter as well.
  
  Thank you so much for your patience and apologies again for the inconvenience. 
  
  **** SUPPORT TEAM
  
  

• Initial Complaint

  Date:06/15/2023

  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.

  I set up an appointment with **** to service my washing machine. A technician arrived on Friday June 2 2023. His name is *****. I informed him that I had heard a bang from the washing machine one time during the spin cycle. After checking the machine for what I believe was about 30 minutes he let me know that there was nothing wrong it. He asked if the bang had annoyed me. I let him know that it did not. I just wanted to make sure nothing was wrong. He let me know that if clothes in the machine are unbalanced the washer would do a self leveling and it would make a banging noise. I went to get my credit card and a tip. I was speaking with my kitchen contractor and then realized that about 20 minutes went by. I went back to the laundry room and asked if he was ok. He said I fried your board. I asked exactly what that meant. He said he decided to run a diagnostic on the machine before he left and thats what happened. He apologized several times but added that he was on the phone with the company and would be back in four days to replace the board. No one from the company called about the occurrence. Four days later I called the technician to ask where he was. He informed me that the board was no longer being made. Also that it wasnt even possible to rebuild it. He asked that I text him my information to send to the insurance company. He said someone from **** would call me by the end of the day. No one did. I called them. They said that they were aware of the problem and someone would call the next day which was Saturday June 3 2023. No resolution. I called them. Got an apology but no resolution. Called Sunday. Spoke with ****. Very pleasant No resolution. Called Monday. No resolution. And so on until Thursday June 8 2023. A woman told me that I would need to let another technician come to my house to verify the problem. Great. Next day Faud the technician arrived. He stated yes, your board is fried. And I asked to verify that this was nothing that I could have caused correct? He said absolutely not. He said he was filing a report and again **** should call me by the end of the day. **** called me back later in the day to make sure that I was taken care of to which I replied no call. Once again I called them. Each person each phone call let me know that the matter had been escalated and a higher up would call the next day. Even as of todays phone call June *********************************************** the notes the admission from the first technician ***** that he was responsible. Everyone I speak to acknowledges the problem. They admit the technicians wrong doing but they wont take care of the problem. I have to do laundry for four people and incur the cost of that on top of the aggravation and time consuming calls. Id really appreciate help.

  

  Business Response

  Date: 06/16/2023

   

  Hello *****, 
  
  We would like to sincerely apologize for this experience and for the inconvenience caused by the technician. 
  
  Our normal process in the moment that ************** damages an appliance, we go through reimbursement of the depreciated cost of the appliance depending on the age from it was manufactured. Checking on the model of your appliance, it depreciated to zero. However, after deliberation with the team, we can go ahead and process a reimbursement of $750 which is our maximum liability that you can put towards a new unit and we have on the attached link is a different model, but a very close match of your appliance.

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

  Please let us know how you'd like to proceed. 

   

  Sincerely, 
  **** Support Team
  
  

   

  Customer Answer

  Date: 06/17/2023

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

  Customer Answer

  Date: 07/06/2023

  . I am wondering how much time a company has to pay what they agreed to? My complaint is number ********. **** Technology agreed to pay on June 17

  

  Business Response

  Date: 07/06/2023

  Hello, *********** 
  
  Thank you for informing us about this matter. 
  
  On the other hand, we sincerely apologize for the delay in processing your reimbursement and for the inconvenience caused by the delay. 
  
  Nonetheless, we can proceed with the next step. We would like to check with you for the reimbursement method of your choice before we get it processed. The check reimbursement will take 5-7 business weeks whilst PayPal reimbursement will only take 3-5 business days. 
  
  Please let us know which method you prefer. 
  
  P.S. we have also sent an email regarding this matter to your email address at ***************** where you can directly reply for immediate action. 

   

  **** SUPPORT TEAM

  Customer Answer

  Date: 07/17/2023

  I apologize if I seem to be somewhat impatient. 
  The team at **** reached out to me. They once again asked if they could proceed with my payment. 
  I am not sure what the hold up was but yes, please proceed with payment. 
  They advised that a check would take 5-7 weeks. 
  If we chose PayPal it would only take 3-5 business days. 
  So we set up a PayPal account and let their team know that they could proceed with our payment through PayPal. 
  Now five business days have come and gone and we still have not received any payment whatsoever. 
  We emailed them for an update but got no response. 
  Not sure what to do at this point. 
  

  
  

  

  Business Response

  Date: 07/17/2023

  Hi *****, 
  
  Thank you for informing us about this matter and we are very sorry for the delay in processing the reimbursement. 
  
  Our Team have sent you an email requesting to confirm the email address associated in your Paypal account. 
  
  Once confirmed, it will be endorsed to **************** for processing. 
  
  Apologies once again for the late action and incurred inconvenience. 
  
  
  **** SUPPORT TEAM