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:06/14/2023

  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 6/10/23, a **** technician (*************************) was sent to my home to repair my washing machine. I told him the error codes shown on the machine that indicated an electrical problem, but he was dismissive and told me that the problem was the door latch mechanism, which he replaced, costing me $421.90. I was told the repair had a 90-day guarantee. After 2 successful loads, the machine stopped working, showing the same error codes again. I called **** again, and was told that a follow-up could not be scheduled until 6/14/23. On 6/14/23, ****************** called and when I told him that the same error code was showing after his previous repair, he told me that there must be a "second issue" and that a new part needed to be replaced, so nothing would be covered under the 90-day guarantee. He also said the parts he needed were not on his truck, so he couldn't complete the repair at the scheduled time. I contacted **** and was told that a new technician would be sent to see if the current issue was related to the previous repair, at which point we could discuss "next steps." The second technician called and when I gave him the error code, he told me that a part would need to be replaced and would cost an additional $600. When I asked him how he had diagnosed the issue without even seeing the machine, he told me that he put the code into his computer and could tell what repair was needed. If this was the case, why would ****************** not have done that in the first place and replaced the correct part instead of the door latch? I have contacted **** multiple times trying to get a refund of my money as they have not fixed the issue and they have refused to refund my money. I have now been without my washing machine for over a week, they have taken $421.90 of my money, and nothing has been done to fix the issue. This company is running a scam and at the very least, I should be entitled to a refund of my money for the repair that they never completed.

  

  Business Response

  Date: 06/16/2023

   

   

  Hello ******, 
  
  Thank you for sharing your experience and I'm truly sorry you had a less-than positive experience. 
  
  After further deliberation with the team, we regret to inform you that we are unable to honor a refund. As per the review and discussion made with the technician, there was a probable cause to replace the door lock in the initial visit as it was failing to do its purpose, which proved to allow the appliance to function.   With the unit functioning and the error code showing up again after use, this prompts a failure in the board which is an additional repair and was confirmed by the 2nd technician as a necessary step in attempting to repair the appliance. 
  
  Thank you once again for your patience and understanding towards the process. 
  
  
  
  Best regards, 
  **** Support Team 
  

• Initial Complaint

  Date:06/07/2023

  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 May 29, 2023 I woke up to find my GE refrigerator not working. I went on ****.com and scheduled service for the next day. That night (the 29th) the repairman called and said he could come over that night. He said my refrigerator fan wasn't working so he charged me $120 via Cash App to replace it. He said he replaced it but the next day (May 30) it still wasn't working so he came back and said it was a different problem that needed a $210 part, which I paid through Cash App.He said he replaced that part but the refrigerator still wasn't working so I gave him one more chance and he charged me $180 for a third part but then never came back to replace it. I texted him to at least refund that $180 but he never responded.I filed two complaints with ****.com but they didn't refund my money. Overall, I spent $510 (plus $80 labor) and I never got my refrigerator fixed. Then I called a GE service line and they sent a tech out who not only updated the software (which the ****.com guy didn't do or even seem to know needed to be done) but replaced the fan, which was the originally broken one that the ****.com *** said needed replacing.So in sum, he correctly diagnosed that the problem was the fan, but then charged me for that part plus two others, none of which he actually installed. If ****.com is going to be doing business with shady characters like that, they at least need to factor in this kind of scam as a cost of doing business and refund consumers their money.

  

  Business Response

  Date: 06/10/2023

   

  Hello *******, 
  
  Thank you for sharing your experience and I'm truly sorry for the trouble this has caused you and how the technician represented the company. 
  
  After a review and evaluation, we regret to inform you that we are unable to honor a refund as the payment you made via cash app didn't go through the right payment process of **** and it was done outside of the platform which we never received. Since technician ***** is no longer with the company, what we can do is provide you with the technician's contact information which was sent to you via email and recommend disputing the payment you made with Cash App. 
  
  Thank you once again for your time and understanding throughout the process. 
  
  
  Best regards, 
  **** Support Team

  Customer Answer

  Date: 06/12/2023

   
  Complaint: 20155689
  
  I am rejecting this response because:

  The company is not taking responsibility for hiring its own workers. I didn't call ********************* to my house--**** sent him to me. I fail to understand why it isn't their responsibility to make their customers whole after one of their employees does harm. It's fine that ********************* no longer works for them, but that doesn't help me.

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

  

  Business Response

  Date: 06/14/2023

  Hello *******, 
  
  Apologies again for the inconvenience, *************** 
  
  We want to help you to the best that we can; however, there was no payments processed with ****. 
  
  You can reach with the technician through the following details:
  PHONE: *****************
  EMAil: ***********************
  
  
  Apologies as this is what we can only do. 
  
  Best Regards, 
  **** SUPPORT TEAM

  Customer Answer

  Date: 06/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. The resolution is completely unsatisfactory to me, but as they have no interested in repairing the damage that THEIR EMPLOYEE did, there is nothing I can do but accept the resolution. What a trash company. I hope they fail quickly and everyone in management is forced to look for work at a company that actually gives a s*** about its customers.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:06/05/2023

  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 found **** company on the website April 4, 2023 I checked the reviews ratings and they were pretty good, someone from **** company contacted me I told them the problem that I was having such as the refrigerator was leaking water at the bottom one sides was not freezing and the other side was not getting cold and not making ice. **** send a technician out by the name ******* April 5, 2023, ******* gave a diagnosis that the ************* needed to be replaced we pay a total of $566.68 on my charge card with ****. ******* came out four or five times the issue was still not resolved I contacted **** server time to let them know that the issue was not resolved now **** send out another technician name ****** who came out May 19, 22, 2023 he gave a diagnosis Fan/Motor Replacement charge for that $412.61 issue still not resolved ****** was supposed to come back out May 30, 2023 didnt show up I have tried to get this issue resolved by this company but have no luck we are paying money out but issue not resolved Thanks for your assistance *********************************** ************

  

  Business Response

  Date: 06/09/2023

  Hello ***************
  
  Thank you so much for reaching out to us and also for bringing your concern to our attention.
  
  The team tried to reach out to you last month regarding this matter but to no avail. 
  
  Hence, after careful deliberation and re-assessment with the team, sadly, we cannot honor the refund as the technician explained to ** that the soundbar would not have fallen off if there's no intrusion or physical intervention since the bracket are designed as a hook for the screws to support its weight. Furthermore, since the wall is not completely flat and smooth, it affected the orientation of the bracket. 
  
  Were sorry you had a bad experience. We will use the feedback to make us better and to ensure this doesnt happen again.
  
  Best Regards, 
  
  **** SUPPORT TEAM 
  
  

  Customer Answer

  Date: 06/10/2023

   
  Complaint: 20143002
  
  I am rejecting this response because:
  I received a email from **** stating their Technician saying the ************* needed to be replaced this is from the General Support Team dated June 7, 2023 (see attachment ) and also I talked to a representative by the name of Den or *** on June 7, 2023 saying they are waiting on the parts to come in, ****  will notify me when it comes, I was not told nothing about a sound bar fallen off if theres no intrusion or physical intervention since the bracket are designed as a hook for the screws to support its weight The original complaint and still today June 10, 2023, the refrigerator is not cooling, making ice and freezing. As a customer we paid for a service with this company and our issues are not resolved.

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

  

  Business Response

  Date: 06/14/2023

  Hello ********, 
  
  Thank you so much for responding. Our apologies for the confusion on our end as the response was intended for another customer's complaint as well as the inconvenience. We never intend to cause any misunderstanding.
  
  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 cover the repair under your Guarantee Claim. 
  
  We have already set the schedule for the repair on June 16, 2023, between ***** PM with technician ******. In case the schedule is not convenient for you, you can call our Support Team at ************** to coordinate. 
  
  Thank you so much for your patience and apologies again for the inconvenience. 
  
  **** SUPPORT TEAM

• Initial Complaint

  Date:05/30/2023

  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 Puls Technologies for ********** Repair. **** referred me to to *****************************, Tag Appliance, ************, *******. *********************** or *************).******************** came to my home to repair my ** refrigerator, but was not an ** certified technician. He could not order parts unless he said I persuaded ** to certify him. I contacted ** and provided them with TAG Appliance contact information. At that point, ******************** "ghosted" me and did not return text messages, phone calls or emails.I have placed a stop payment on the **** Technology $89 REPAIR service charge, because no repairs were made. **** has denied my dispute because they say they provided me a service. However, I disagree, they told me the service repair man would be ** certified and he was not.I wish to collect the $89 service charge I was billed because a ** certified technician was NOT referred to me.

  

  Business Response

  Date: 06/05/2023

  Hello ***************

  Thank you so much for reaching out to us and also for bringing your concern to our attention.

  
  We are very sorry for not being able to meet the expectation that you had for us and also for the inconveniences incurred caused by this matter. Apart from that, we would like to apologize for the technician's behavior and how he handled your appointment. Because of that, we already submitted an incident report about this to prevent this kind of instances from happening again.
  

  
  After careful deliberation with the team, we can now proceed to refund the $89 that was paid. However, upon checking, you currently have an open dispute with your card holder and we will be unable to refund you until the dispute is dropped or has shown in our favor. If the dispute is in your favor, no action by us will need to be taken as the funds will already be distributed into your account.
  

  
  Kindly let us know how you would like to proceed.
  

  
  Best Regards, 
  
  **** SUPPORT TEAM 

  
  

• Initial Complaint

  Date:05/25/2023

  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.

  I had scheduled a refrigerator repair service call 1 week in advance only to have it cancelled the day of service after the service window was passed. I then reached out to reschedule for later that day to only have it cancelled again. Rescheduled for the following day with the same results of having it cancelled last minute. Third day, same result. I paid for the monthly membership which was supposed to guarantee same day service and couldn't even get service that was scheduled a week out. I took 3 days off of work to stay home and wait for a service tech that never showed or to just have the call cancelled last minute. Numerous calls to client support did nothing to get a technician scheduled or my refrigerator repaired. After wasting 3 days and not working I still do not have a functioning refrigerator. Beware of the false promises that this company promises.

  

  Business Response

  Date: 06/01/2023

  Hello ***************
  
  Thank you so much for reaching out to us and also for bringing your concern to our attention.
  
  After checking your appointment details with the team, it has been decided that a refund will be placed, amounting to $34.99, for the membership plan that you paid. We would like to sincerely apologize for the inconvenience and for not being able to assign a technician to any of your appointments as there were no available technician in your area. 
  
  We have already forwarded the refund to our accounting department for processing. Please expect it within 3-5 business days depending on your bank's policy.
  
  Best Regards, 
  
  **** SUPPORT TEAM 
  
  

• Initial Complaint

  Date:05/25/2023

  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.

  They damaged equipment in my home. They put my child at risk by hiring someone unsuitable for the job resulting on equipment falling on my infants play area. They did not complete the job or come by to finish the job. They did not rectify damage to my home or equipment.

  

  Business Response

  Date: 06/14/2023

  Hello ***************
  
  Thank you so much for reaching out to us and also for bringing your concern to our attention.
  
  The team tried to reach out to you last month regarding this matter but to no avail. 
  
  Hence, after careful deliberation and re-assessment with the team, sadly, we cannot honor the refund as the technician explained to ** that the soundbar would not have fallen off if there's no intrusion or physical intervention since the bracket are designed as a hook for the screws to support its weight. Furthermore, since the wall is not completely flat and smooth, it affected the orientation of the bracket. 
  
  Were sorry you had a bad experience. We will use the feedback to make us better and to ensure this doesnt happen again.
  
  Best Regards, 
  
  **** SUPPORT TEAM 
  
  

• Initial Complaint

  Date:05/22/2023

  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.

  Hello, On March 23, 2023, I utilized **** to diagnose and repair my refrigerator. **** alleges they are committed to providing excellent service, but this was not my experience. The booking ID for this matter is *******. Here, **** sent a Technician named ******, who proved to be incompetent in the refrigerator repair arena. ****** arrived to my home late, and misdiagnosed the refrigerator issue. He was not even close in his diagnosis, which led to me having purchase a brand new refrigerator for $1282.93---due to his incompetence.I raised this issue to ****, and advised them that I believed the first technician ****** was either trying to scam me, or was totally incompetent. Thus, they sent another Technician, ******* who specializes in refrigerator repair. He quickly diagnosed the issue, and my old refrigerator was working within minutes. However, I had already purchased a new refrigerator. I contacted **** and requested some type of remedy for my inconvenience, because but for the incompetence of their first technician, ******, I would not have purchased a brand new refrigerator. **** offered me $20 that I can use towards one of their services, which was such an insult after being out almost $1300. **** provided a second technician, who confirmed their first technician was incompetent, basically admitting that I was correct. However, they refused to rectify---or provide any substantive resolution to this matter. **** even refused to refund the first appointment costs. I have contacted **** via email on multiple occasions to rectify this issue. I have emails to prove my assertions as well. Therefore, I am requesting the assistance of the Better Business Bureau (BBB), to assist in rectifying this matter. Respectfully, ***************************

  

  Business Response

  Date: 05/24/2023

  Hello *************
  
  Thank you for bringing this to our attention and we sincerely apologize for the inconvenience and trouble that this incident may have caused. 
  
  The team has reviewed and re-evaluated your concern regarding what happened in your appointment with ** and how it has been handled. It was decided that we will refund the $89 for the incurred inconvenience and less-satisfactory experience. 
  
  For ** to move forward and process the refund immediately, please confirm if this is the Amex card ending in **** that you used in settling your appointments with **.
  
  Looking forward to your response!
  
  **** SUPPORT TEAM 
  
  

  Customer Answer

  Date: 05/25/2023

   
  Complaint: 20092603
  
  I am rejecting this response because:
  

  I appreciate the apology from ****. However, their offer does not provide any significant remedy to the loss my family and I have incurred. Due to their technician, we are at a loss of approximately $1300. We purchased a new refrigerator because of the technician's totally inaccurate diagnosis/analysis of the refrigerator's issue.  Again, if the refrigerator had been diagnosis correctly the first time, we would not have purchased a new refrigerator. I will say that **** has taken responsibility, but that does put us back in the position we were in, prior to their technician's inaccurate diagnosis. 

  For example, imagine taking your car to be checked, and being told you need a new engine, you purchase that engine, because you believe the mechanic has the knowledge, skill, experience, and training sufficient to provide an accurate diagnosis. You later find out the vehicle only required an oil change. Would you be upset, and disappointed? Well, that's how we feel, and we truly expected **** to handle this matter accordingly because we have had nothing but good experiences until this incident occurred. I am unsure why **** is refusing to rectify this matter. It's truly disheartening, because now its well-documented that **** sent a technician out who lacked the appropriate knowledge, skill, experience, and training sufficient to provide an accurate diagnosis regarding my refrigerator.

  Therefore, we are going to respectfully reject the offer provided by ****. 

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

  

  Business Response

  Date: 06/01/2023

  Hello *************
  
  Thank you so much for responding. We truly understand your decision on this matter and we apologize again for the inconvenience.
  
  The team has already checked and re-evaluated this matter; however, we can only refund the service call fee which we initially offered as the second technician who serviced your appliance was able to solve the issue. 
  
  The refund for the service call fee still stands. We can proceed to refund it if you confirm that this is the last 4 digit number of the Amex card **** that you used in settling the payment.
  
  Best Regards, 
  
  **** SUPPORT TEAM 
  
  

  Customer Answer

  Date: 06/08/2023

   
  Complaint: 20092603
  
  I am rejecting this response because: the offer presented does not satisfy the inconvenience and loss of money ($1300), we (family of 5) have incurred due to your technicians' incompetence.

  We literally purchased a brand-new refrigerator based off your technicians' inaccurate diagnosis/analysis, which was totally incorrect.

  However, I will accept your refund offer, if you add a free service repair that will be good to utilize until July ****. Thanks.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/20/2023

  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.

  I filed a complaint here (BBB) about unwillingness from **** to honor a coupon they send and misleading information provided to me that wiuld have prevented me from using the coupon unless I ourchased from them again. Through this channel the company agreed to refund the amount of my coupon to my credit card, however it has been over a month and I have not seen that refund yet. The screenshot below shows the businesss response. The case number is ******** and is considered closed because I accepted the proposed resolution. I still accept this resolution I just have not received payment and it does not seem like the business is following through.

  

  Business Response

  Date: 05/24/2023

  Hello *********
  
  Thank you for bringing this to our attention and we sincerely apologize for the inconvenience and trouble that this incident may have caused. 
  
  We would also like to apologize for not being able to process the refund as we have not been able to confirm your last 4 digit number on your credit card details. 
  
  For ** to move forward and process the refund immediately, please confirm if this is the **** card ending in **** that you used in settling your appointments with **?
  
  Looking forward to your response!
  
  **** SUPPORT TEAM 
  
  
  

  Customer Answer

  Date: 05/24/2023

   
  Complaint: 19974330
  
  I am rejecting this response because they need to confirm the last 4 digits of my card to process the refund. The card is the **** ending in **** as asked by the company. Please relay so the refund can be processed and we can close the complaint.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 05/27/2023

   

   

  Good day, ******************* 
  
  Thank you for confirming the last 4 digits of your card. We have successfully processed the refund amounting to $40. 
  
  The funds should reflect in your account within 3-5 business days or depending on your bank's policy. 
  
  
  
  Kind regards, 
  **** Support Team
  
  

  Customer Answer

  Date: 06/01/2023

  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:05/10/2023

  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.

  After cleaning our GE oven, there was a clicking noise when we unlocked one of the double ovens. We called ********* said since it was not under warranty, that we should call Puls Technologies **** (not to be confused with PULLS which IS a reputable company) to come repair the units.On January 5th, two technicians from Puls Technologies **** came to repair our double oven. Since they were recommended by GE, we thought they were a reputable company. After identifying the repairs that were needed, we were told that there was only one part available for this kind of oven and asked if we wanted to proceed and have them order the parts and then come back to do the repairs. We agreed and made the payment for the service call and a 15% deposit for the repair services totaling $135.20. We were told the payment had to be made before they could go to their next appointment. The technicians confirmed payment was received and they left. We were told they would call January 15th or 16th, when the part came in, so an appointment could be set up to do the repairs. Since we expected the technicians to return, they left both of the ovens disconnected, even though only one of the ovens wasnt working properly, leaving ** without an oven, almost 4 MONTHS later. As of January 26th, we hadnt heard anything from the technicians, so our daughter called customer service, at which point she was informed we hadnt paid, therefore they hadnt proceeded with ordering the parts. We had made the payment through PayPal on January 5th, but didnt receive payment confirmation from ****. We had no reason for concern, since the technician said it had been received. We were told we had not paid for the service. We asked **** to re-send the payment link at which point we resubmitted the payment and this time, we got a confirmation from ****. Our daughter called customer service back to verify all was well with the payment. They confirmed the payment had processed and said that the parts werent available now, so the supplier would have to make the part and we would be contacted when the part was ready; about 2 weeks. My daughter informed them that they needed to work on their communication skills, because had they called to let ** know there was a problem with the payment, we would have rectified it immediately and they could have ordered the only available part. Had they done that, our ovens would be working by now.Our daughter called on Feb 14th to see if they had received the parts since we hadn't heard from the technician. This time, she was told the part had to be made & it would take 2 months. She asked them to please keep ** updated either by email, text, or a phone call. Since we had not had any communication from them, our daughter called again on April 4th to check since the 2 month time frame was approaching. They said the part still had not be made & they didnt know when it would be, but they would keep ** informed. They said they called me about it March 25th. I checked my ********* did not receive a call or message from them.We had been without either of our ovens since January 5th with NO updates from them. This is NOT satisfactory service. We will never use them again & recommend that GE remove them from their list of companies that provide service for their products. The first week of May we had someone reconnect both ovens and they both work fine no problems and no repairs necessary. There are no words to describe how frustrated and angry we are about the situation and having chosen **** to call for repairs. We feel duped, scammed, misled, etc. Because of our frustration, we decided to file a complaint with Better Business Bureau. We noticed on their site they rated them B+ and that they showed 283 complaints closed in last 3 years and 94 complaints closed in last 12 months. Since BBB gives the a B+ rating after all those complaints, I am losing my confidence in them also.

  

  Business Response

  Date: 05/12/2023

  Hi ******, 
  
  Hope all is well. 
  
  Thank you for bringing this to our attention and we would like to apologize as well for the inconvenience that this has caused you. We would like to help the best we can to resolve the matter brought to our attention. 
  
  After carefully reviewing the details of your appointment and further discussion with the team and technician, we can now move forward to refund $135.20 that you initially paid for the appointment which includes the service call fee and the deposit for the part that is currently backordered. 
  
  We apologize again as we never intend to cause such problems. May we confirm the PayPal account that was used in settling the payment? So we can move forward to process the refund in your account. 
  
  
  **** SUPPORT TEAM

  Customer Answer

  Date: 05/12/2023

  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: 06/12/2023

   
  Complaint: 20043793
  
  I am rejecting this response because: They have not given me the refund.  I would like the money they stated, refunded to me through Pay Pal since that is the way they were paid.
  
  Sincerely,
  
  *************************************

  

  Business Response

  Date: 06/14/2023

  Hello ******, 
  
  Thank you so much for your follow-up. Our apologies for not being able to process the refund right away as we were waiting for the confirmation of the Paypal account. 
  
  We will have one of our Team to reach out and confirm the necessary detail so we can move forward with the next step. 
  
  Then, we will immediately endorse it to our ********************* for the processing. Please be advised that the funds will be credited back within 3-5 business days or depending on your bank's policy.
  

  
  Best Regards, 
  **** SUPPORT TEAM

• Initial Complaint

  Date:05/10/2023

  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.

  In early April 2023 I requested service from **** for our refrigerator that was not working properly. I was able to schedule the service visit and the tech came out the next day. He diagnosed the problem but his solution would have cost more than to replace the unit. Just the diagnostic visit cost more than $200! We declined to have him do the service and I thought my relationship with **** had ended. However, in early May our credit card was billed for a **** "membership" fee. I did not knowingly sign up for a membership and when I logged into the website it confirmed the company had enrolled me in a membership. I was unable to cancel in their portal, which in my view is an obvious attempt to make cancelling difficult, and had to call. When I reached a customer service representative I was told it was my fault for "paying the membership fee" which had somehow validated that I wanted the membership. He also claimed I had selected the option to enroll when requesting my **** service. I did not intend to enroll and demanded an immediate cancellation and refund. They then sent me a "cancellation" invoice for a total of $60+ in additional fees. I am now waiting for a call back from a manager but even if they do refund my money I think every consumer should be aware that this company is dishonest and scammy. If they won't refund the membership fee plus their ridiculous cancellation fees I will be forced to report them as fraudulent charges to my credit card.

  

  Business Response

  Date: 05/12/2023

  Hi ****, 
  
  Hope all is well. 
  
  Thank you for bringing this to our attention and we would like to apologize as well for the inconvenience that this has caused you. We would like to help the best we can to resolve the matter brought to our attention. 
  
  After carefully reviewing the details with the team, we can move forward to refund the chargeback from cancelling the membership plan. This amounts to $67.63. 
  
  May we confirm the **** card ending in ****************************************************************************************** your account. 
  
  We look forward to your response. 
  
  **** SUPPORT TEAM
  
  

  Customer Answer

  Date: 05/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************