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:03/18/2023

  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.

  I originally engaged **** for a dishwasher repair on August 24, 2021. The technician spent some time trying to figure out what part was missing/broken. Had to come back a week later to fix it.Still have problems with it. But the real problem I had with the way they continued to bill me $12 a month each month, then renewed every year after without telling me in email after I checked my email history. This practice is deceptive, and after checking with SiteJabber (who based on reviews gave them 1.2 out of 5 stars and Trust Pilot 3/5 with many unhappy customers claiming deceptive billing, and technicians not qualified to work on appliances they say they're experienced in, I see there are many other very dissatisfied customers. They need to make VERY EXPLICIT this recurring billing charge, and tell their members about upcoming renewals. I would never recommend this site, they are ranked 40th of home repair sites according to Sitejabber - Extremely unhappy with the way they treated me.

  

  Business Response

  Date: 03/19/2023

   

   

  Hi *******
  ,
  
  Thank you for sharing your experience and we sincerely apologize you had a less than positive experience. 
  
  After further review and discussion, our record shows that you were informed about the membership program and were sent a contract of it via email. Additionally, a notification is being sent to you prior to the monthly charge.
  
  We can go ahead and process a refund of the charges from December 27, 2022 up to February 27, 2023 amounting to $38.70 but not the already paid monthly charge from year 2021. 
  
  With regards the problem you're having with your dishwasher which was repaired on 08/26/2021, we regret to inform you as it is already past our 90-day Guarantee. 
  

   

  Thank you once again for your patience and understanding towards the process.
  
  

• Initial Complaint

  Date:03/15/2023

  Type:Sales and Advertising 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.

  The technician came to my home on 3/13/23 to inspect an issue with my refrigerators icemaker. He was very prompt and professional. He quoted me $420 for the entire repair. I agreed and he said I had to pay the $89.00 plus a deposit because they had to order a new icemaker. On 3/15/23 he came back out to do the repair. Again, he was prompt and professional. When he was done, I received the bill and with the money I had already paid ($157.88), they charged me $343 and change, which came to over $500.00. I said something to the technician and he made a call and said someone would be getting back with me in a few minutes. 40 min. later, still no call. I called them and got into an argument with the person on the phone because he said I was charged tax on the first service call when no repairs or products were used. You cant charge tax on labor only in FL unless they replace a part. Anyway, he said he would ask for a $50.00 credit, which I did get rebilled at the lower price. I still paid $30.00 more than I was quoted.

  

  Business Response

  Date: 03/17/2023

  Hi *****,
  
  
  
  Thank you for sharing your experience and I'm truly sorry you had a less than positive experience.
  
  After a review and discussion with the team, we can now go ahead and process a refund amounting to $30. The funds will be credited back to your account with the credit card ending in **** and will ************** 3-5 business days or depending on your bank account.
  
  An email regarding this resolution was also sent to you, please do not hesitate to reach out if you have further questions or concerns. 
  
  
  
  Sincerely, 
  **** Support Team

• Initial Complaint

  Date:02/27/2023

  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 January 29th technician ******* came out to see why our oven wasn't heating. I was charged an $89 service fee and ******* said he would contact us about the part he would need and to schedule installing it. I emailed on January 30th and February 1st and received no response to those messages. I called several times but no one had an answer about my oven or technician. On February 3rd **** said ******* would contact me directly. On February 6th I was finally told, "After checking with the technician, we apologize as the technician informed us that the parts needed for repair are no longer available and out of the market so sadly, he would not be able to complete the repair."******* never contacted me back. My oven is a 2019 oven and, of course, another repairman found the part for it. I feel like ******* dropped the ball here. I am fine with a service fee that is connected to a repair, but a service fee and then a one-week wait time and never getting to correspond with my actual technician, and then told that there is no part available for a 4-year-old oven is not an honest answer. Yes, he came out to see the oven. But he did not finish a repairable job or was not honest that he did not have the expertise to finish the job. Which is fine, but I think it is bad practice for me to pay for a technician that is not qualified. I requested a refund from **** and they refused with this response, "We are truly sorry as we won't be able to honor a refund as it shows on our system that we only charged you for a service call fee and a coupon was also applied to the service. " There was an $8.90 coupon applied to the invoice. So I believe they owe me $80.10.

  

  Business Response

  Date: 02/28/2023

  Hi *******,
  
  We've tried reaching out via phone call unfortunately, wasn't able to get a hold of someone.
  
  First is, we would like to apologize for how the appointment was handled and we would like to let you know that a refund has been approved for the Service Call fee paid on the appointment, amounting to $86.75 including tax.
  
  We've sent an email as well to confirm the details of your card for processing. If you have any questions or concerns, don't hesitate to respond to the email that was sent to you.

  
  Thank you and best regards,
  **** Support Team

  Customer Answer

  Date: 03/01/2023

  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:02/21/2023

  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.

  In September 2022, I signed up with **** for an ***************** Agreement.I called **** for service to resolve a temperature problem on our Viking Double Oven. On Dec 13, **** provided a technician to troubleshoot. The Technician arrived at 6:00 PM, three hours late. He confirmed that each oven's temperature range was off by ***** degrees. He diagnosed that the temperature probes in each oven needed to be replaced.The technician made an appointment with us to replace the probes between 10:00- 12:00 on Dec 17th. He didn't show and called me two hours after the appointment time to tell us he didnt have the parts.We were traveling for Christmas, the technician told us he could replace the probes between 12:00 -2:00 on December 28th. He didn't show *********** us.I emailed **** on December 30 and complained. We agreed to have the technician come on January 4th. He arrived late again; had the parts; installed the probe in the top oven; and bungled the probe in the bottom oven. On January 13th, the technician arrived again (two hours late). He pulled the double oven from the wall and replaced the lower temperature probe from the back of the oven. He tested the ovens and determined that the probes were not the issue. He noticed a burned connector on the upper oven computer board and determined that the board was faulty. I ordered the board. It arrived on January 25th. The technician arrived 2 hours late again and installed the board on January 31st. It didn't resolve the issue.I cancelled **** February 13. They sent me a cancellation invoice for $197.70 which includes ****************** Fee Waiver for $8.69; Protection Discount for $94.16; ************** for $24.85; another ****************** Fee Waiver for $8.69; and Cancellation Fee for $25.00. The fees are not defined in the terms and conditions. I don't know what they are for, and **** refuses to explain them or tell me how they're calculated.

  

  Business Response

  Date: 02/28/2023

  Hi ******,
  
  Thank you for getting this to our attention and this has been noted.
  
  Our Membership team has been prioritizing the case for the past few days and we apologized for the delayed response from time to time as this was being reviewed by our Escalations team as well.
  
  We would like to let you know that a refund has been approved in terms of the chargeback associated with the membership cancelation however, this can be processed once the dispute that you filed with your bank has been drop.
  
  In terms of the issue with the unit, we would still need a report coming from the technician or service provider who worked on the unit to help our team review this further as we would need a proper documentation supporting the claim.
  
  An email was sent to you containing the resolution and don't hesitate to let us know if you have any question or concern.
  
  Thank you and best regards,
  **** Support Team

  Customer Answer

  Date: 03/01/2023

   
  Complaint: 19427475
  
  I am rejecting this response because:

   

  1. P*** didnt state the amount they settled on.  I need to know the amount before I agree to anything with them;

   

  2. **** wants me to get a statement from the second tech who told me that the parts replaced by the first tech didnt need to be replaced. To dont have any control over the second tec. Pin addition, the second tech works for ****.  If they need the statement from him they can get it themselves.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/15/2023

  Hi ******,

   

  Thank you for being patient while the Team re-evaluate the case.

   

  After further review and discussion, we can proceed with the refund for the service less the service call fee as this fee was used to connect you with a technician who traveled to your location and did a full diagnostic of your appliance. As well as a refund for the chargeback that you received in relation to your Membership.

  However, before we can proceed we would need to ask you to drop the dispute that is currently open with your card holder. At this time there is 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.

  You can respond to the email that we will be sending as well.

   

  Thank you for understanding,

  **** Support Team

  Customer Answer

  Date: 03/15/2023

   
  Complaint: 19427475
  
  I am rejecting this response because:

  I requested from **** to give me an exact dollar amount they have determined for settlement.  Their letter is intentionally vague regarding the dollar amount. I will gladly when they respond with the dollar amount that they owe me or want from me if the amount they state is reasonable.

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

  

  Business Response

  Date: 03/17/2023

   

  Hi *****,
  

   

  
  Thank you for sharing your experience and I'm truly sorry you had a less than positive experience.
  
  After a review and discussion with the team, we can now go ahead and process a refund amounting to $30. The funds will be credited back to your account with the credit card ending in **** and will ************** 3-5 business days or depending on your bank account.
  
  An email regarding this resolution was also sent to you, please do not hesitate to reach out if you have further questions or concerns. 
  
  

   

  Sincerely, 
  **** Support Team
  
  

  Customer Answer

  Date: 03/21/2023

  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. **** has agreed to pay $532.32 and this acceptable to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/16/2023

  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 1/30, a **** technician, ***************************** came to my house to repair my washer. He did not only have the company bill me for the visit, he also charged me an extra $205.00 for his own pocket. I tried to pay him via PayPal. He said the first account was old and he could not get to it. I sent it to his current one. He claimed he could not get the money out of PayPal. He said he would refund both payments if I paid him via Zelle. I paid him and he refused to refund the money. He also did not finish the repair of the washer. The company owes me $436.81 since he was in their employee and represented them when he charged me. He is just a thief and so is ****. I reported it to **** and they refused to do anything.

  

  Business Response

  Date: 02/17/2023

  Hi ******, 
  
  Thank you for reaching out to us and taking the time to share your experience with the Community.
  We sincerely apologize, but we are unable to ***** you a refund for the amount you requested. After double-checking the appointment, we discovered that only the $103.90 payment was made under ****, and we weren't able to locate the other payment since you paid it to the technician using the other mode of payment. Nonetheless, we would be happy to assist you in fixing the washer by sending a new technician for rediagnostic at no cost and if ****************** indicates that the washer requires extra repairs and you accept the price quote, you will be paying for those costs. We are also currently in contact with the technician who billed much for the washer and will provide an update as soon as we hear back from him.
  
  Thank you so much for your patience and understanding.
  
  **** Support Team
  
  

  Customer Answer

  Date: 02/18/2023

  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.  They have a technician coming and sent an invoice for this visit.  I will not pay it per their statement.  
  Sincerely,
  
  ******************

• Initial Complaint

  Date:02/16/2023

  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.

  **** sent a technician to my house to address the issue with my dishwasher. The technician, *****, worked on the dishwasher for about 20 minutes and then claimed that I needed a replacement part that costs about $500, so we should probably just buy a new dishwasher. I asked him if he could provide that information in writing because I need to provide it to my landlord. ***** said that would be emailed to me with my receipt for the service. All fine up to this point. He then tells me that I need to pay him through Venmo because the **** app isn't working. I tried to confirm this with the app support, but couldn't find any help. I said that I was supposed to get a secure link to pay, but he insisted that the app was down and I had to pay him by ***** and he refused to leave my house until I paid him through Venmo. It was later in the evening and I was home alone with this stranger and I truly felt I had no other option than to pay him. The following day I contacted **** and they said they couldn't help me because I paid through Venmo, but I honestly felt unsafe! They should be responsible for sending this man to my house! At this point, I don't mind having paid the fee if I can get a receipt from them and the information on the issue so I can give it to my landlord. But at this point, I can't get reimbursed and I can't get my dishwasher replaced/fixed because ***** is not completing my service request in the **** system and **** refuses to take any responsibility to fix this issue. This cannot be legal and it most certainly is not acceptable behavior for a business.

  

  Business Response

  Date: 02/17/2023

  Hi ****,
  
  Thank you for reaching out to us and taking the time to share your experience with the Community.
  
  We've tried reaching out via phone call to discuss the issue and provide resolution however, we're unable to get in touch with someone.
  After the inspection he found a problem with the circulation pump in where there are some plastic parts that where crushed inside the pump. The technician recommended to replace the circulation pump apparently this part is currently out of stock and not available.
  
  We've sent an email as well containing the invoice and report from the technician and please don't hesitate to respond to the email if there were any other concerns that you would like to address.
  
  Thank you for your patience and understanding.
  **** Support Team

• Initial Complaint

  Date:02/08/2023

  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.

  I am writing in regards to several issues I have had with **** services and customer support. These issues are causing me to consider whether or not I want to continue paying for my **** Whole Home membership. This began with a service that I scheduled to repair a malfunctioning dryer. I was informed that the dryer was not connected to any external ventilation system. The tech informed me that he would be able to install an internal system that would allow the dryer to vent into a water bucket inside the home. I was told that this would be a sustainable solution. This turned out to be incorrect because the issue returned within a month. I then scheduled another tech who stated that the water bucket system would not work at all and was causing my dryer to overheat. He stated that the only option was to install window ventilation for the dryer and refused to do any repair until this was done. I paid another company to install the window vent and had a **** tech come back out to replace the broken heating system in the dryer. This repair lasted less than a month as the dryer not only failed to heat but did not turn on at all. I scheduled another **** tech to come out who stated that the issue was with the thermal fuse within the dryer which he replaced. The following day the dryer stopped heating again. I contacted **** to have that tech come out again. He stated that this time the issue was the thermostat, which he replaced. The very next day the dryer would not turn on again. I contacted **** again to send the tech back out and the tech either completely refused or just ignored any requests so another tech was scheduled in his place. At this point I was also in the process of scheduling service for a broken range hood. The range hood service was scheduled near the end of December. I was told after a week of waiting that there was no one in my area who would be able to to repair a range hood and that it was up to me to find a technician on my own and have **** reimburse me. This sounded a bit strange to me as I live in a major metropolitan area and there would be a low chance that none of the techs you have contracted would be able to provide this service. After repeated days of calls from **** customer service representatives inquiring whether or not I was able to find my own technician the thought occurred to me that the sudden unavailability of techs may have been due to the fact that this was around the holiday season. At this point the holidays were over and we were about half way into the first week of the new year. The next time I received a call from a customer services rep requesting me to find my own technician, I requested that they try to reach out to local technicians again. They agreed, but for some reason this did not stop the daily calls requesting me to find my own technician. I had to tell 3 different customer service reps that this ticket was supposed to be reopened before they actually reopened the ticket. Just as I had assumed there was a tech available and it was picked up almost immediately by a technician named ******. ****** was also scheduled to repair my broken dryer. Even though these appointments were scheduled for two different days ****** stated that he could look at both on the same day. We both looked at the dryer and noticed that the front panel was broken by the previous technician and was completely unsecured. ******'s diagnosis for the dryer was that the power outlet was not providing enough power for the dryer. This made no sense to me as the dryer had been running so far with no electrical issues, and if the dryer was attempting to draw more power than the outlet was capable of providing this surely would have tripped my circuit breaker. I decided in order to avoid any sort of disagreement with ****** that I would have my own personal electrician as well as a tech from the **** handyman service check the outlet afterwards. After the dryer ****** checked the range hood and noticed that the fan was broken and stated that he would order the replacement fan and come back to replace it. Later that week I had my personal electrician and the **** handyman both confirm that there was nothing wrong with the outlet. At that point I decided to contact **** and request another tech to repair my range hood because I no longer trusted ******'s judgement. When looking at the list of my appointments I saw that my range hood repair was marked as "done". This was strange to me because no work was ever completed on my range hood. I decided to have the **** handyman tech repair the range hood. He provided several other services for me that day and offered some good advice for other issues I had including mounting a Ring video doorbell. He stated that he would also be able to fix the broken range hood and repair the loose kitchen sink. He stated that he would have to schedule two separate appointments for that through **** and that he would then have to manually accept the jobs through the portal on his end or I could contact **** directly and request him. I contacted **** and was told by a customer service rep that both services would be covered under my warranty plan and that in the case that it was not automatically applied, I could contact **** to correct the mistake. At that point both appointments were scheduled. I later received a notification that ****** was scheduled again to repair the range hood to my surprise. I contacted **** to tell them that I did not want ****** because I did not trust him. For some reason that call was disconnected and I received a text message stating that I HAD to let ****** complete the job because he was already scheduled. When I replied explaining the situation and inquiring why I HAD to let someone in my home that I did not trust I did not get a response. However what I did get was a notification and a phone call from ****** the day of an appointment that I did not schedule an hour before the "scheduled" time which I immediately cancelled.At this point another tech was scheduled for the dryer revisit. Hamed was PERFECT. Not only did he notice all of the mistakes that previous techs had made, (including missing bolts, leaving broken replacement parts within and below the dryer, and the broken front panel) he also solved the root cause of the issue which was that the dryer was wobbling too much and would cause the thermal fuse to disconnect. So far my dryer has been running for about a week with no issues.I also had a revisit for the kitchen sink repair (which again I was told would be covered under warranty) by a technician named *******, who again was PERFECT, he pointed out the mistakes of the previous technician and was able to repair and replace the sink in the same day! I was later contacted by a customer support rep requesting payment for services. I explained that I was told that this would be covered under my warranty service. The rep then told me that I would have to file a claim. I explained to them that if I filed a claim it would force me to schedule a service that I do not need as well as pay the initial service fee which, because this was a revisit, was already paid. The rep then stated that I should pay the cost for the service and that they would contact the claims department who would then offer a refund. This was unacceptable to me and so far I have refused to pay for a service that I was told would be covered as well as a service fee that was already paid.I have sent an email to my "personal concierge" with no response, and again today I received a call stating that I can not have this appointment claimed under the Whole Home coverage membership unless I pay another $89 service fee.

  

  Business Response

  Date: 02/08/2023

  Hi *******,
  
  Were sorry to hear of your less-than-satisfactory experience and hope you will accept our sincerest apologies.
  
  Thank you as well for allowing us to reach out to you to discuss this matter. As mentioned on the phone call we have processed the refund for the $89 Service Call Fee and at the same time thank you for giving us the chance to proceed with the process and getting the matter resolved.
  
  Our ***************** was notified in regards to your follow-up for your rangehood and they will be in contact with you to discuss this.
  
  Once again, thank you and best regards,
  **** Support Team

• Initial Complaint

  Date:02/07/2023

  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 requested a technician come over to fix my microwave. I told him, I changed the fuse and a microswitch. I showed him the microswitch that I took out. He took my microwave apart and started to troubleshooting. He first change the blown fuse but later said he thought it was the diode. He stated he was unsure how to check the diode. I went to ******* and showed him, how to check it. When he changed the diode and fuse, he connected it and the fuse immediately blew. He then said it was the circuit board that the fuse was connected to. He said my microswitch was good after checking it. I informed him that the ******* video stated that if the fuse wasn't the problem, it would be the microswitches. He then tried to change the microswitch I replaced but he changed the wrong one. I told him and he stated, I was trying to tell him how to do his job. He then proceed to to change it and was confused how to reattach it. He got frustrated and put the microwave back together and probably damage it more. I called the company several times to try and get someone to follow up on their technician and they said, he said I cancelled the job. This company actually don't care if you log a complaint against them. They contract incompetent technicians and fail to take responsibility for their ineptitude. Failure on customer service part in not resolving the problem, and failure on the part of the company for not vetting their technicians. I am disappointed and probably will have to pay more to fix any additional problems with my microwave.

  

  Business Response

  Date: 02/08/2023

  Hi ****,
  
  Your concern has been received and reviewed
  
  We don't normally work on appliance that has an attempt of repair from our customers. 
  
  We are unable to determine if there's an additional issue after the technician left the location since it was both touched by you and **************.

  Should you have any other question or concern, please let us know.

  
  Thank you,
  **** Support Team

  Customer Answer

  Date: 02/09/2023

   
  Complaint: 19342212
  
  I am rejecting this response because: I spoke to another agent on yesterday in response to my complaint. All they seem to want to do is push the blame to the customer. I informed the technician prior to him working on my appliance that I changed the fuse and a microswitch. He could at that time inform the company and request I sign a waiver to relieve them of liability. He did not call the company and started working on my microwave. He was a technician that was incompetent and not fully qualified to work on the appliance. He tried to replace a switch I told that was the original one and I am not sure he replaced it correctly or damage my microwave even further. This was poor craftsmanship. I am still disappointed in the response and company.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 02/13/2023

  Hi ****, 
  
  Thank you for gettingback to us, We sincerely apologize for the inconvenience as much as we would love to assist you with your microwave unit. However,the team reviewed your appointment and discovered that the service you were supposed to have with us had been canceled. 
  
  We won't be able to determine who caused the damage, given that both of you worked on the unit and that ************** was aiding you when the damage occurred.
  
  Sadly we are not liable with issue of the *** since theres no repair was done with us.
  
  Thank you for your patience and understanding.
  
  **** Support Team Tell us why here...

• Initial Complaint

  Date:02/07/2023

  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.

  I hired **** appliance repair to fix the freezer on my ******* refrigerator which cost over $1800.00 their technician came to the house and said we need a no compressor for the unit he came back and install a different compressor which made noise and still was not freezing. The technician came back again and took out the Freon and said that was why it was making the loud noise and to wait and it would start working correctly. Now we have waited and it is still not freezing anything the Ice Cream is soup in one day from the store. Now when I call we must pay again, after paying them over $1800.00 because we waited as told and it is so called out of warranty.

  

  Business Response

  Date: 02/09/2023

  Hi *****,
  
  This has been received and reviewed already. 
  
  After carefully reviewing the details of your appointment and further discussion with the team, we apologize if we are unable to honor your refund request.
  
  We've reviewed the report you've sent from *********** Services, it indicates that the compressor that was installed is correct. This is the part that ************** installed and is the problem during the time that we serviced your appliance.
  
  The report does not indicate misdiagnostics from our end and only states that the evaporator and condenser needs to be replaced however, part is no longer available. Those part and repair needed is for a different repair and issue which does not correlates to the problem that was reported on our end.
  
  We've followed up with you last October 27, same day that you've reached out to us and filed a guarantee claim. We weren't able to receive any updates afterwards and last outreach was on January 24 which is already past our 90-day guarantee coverage.
  
  Thank you for understanding,
  
  **** Support Team

  Customer Answer

  Date: 02/09/2023

   
  Complaint: 18965556
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  The compressor they replaced and billed me for was working just fine, the only part of the refrigerator that was not working was the lower freezer compartment. If the main compressor was not working no areas of the refrigerator would be cold and working even the ice maker. The technician even put the compressor In wrong and had to come back because of loud noise from the refrigerator then he removed the Freon which the second company had to put in. Their tech made the refrigerator not work at all because of no ********** Their technician didnt know what to do and was poorly trained. Just do something and create a bill, is what this company wants from the technician so customers just pay for nothing!

  

  Business Response

  Date: 02/11/2023

  
   Hi  ***** ,
  
  The report you sent us  from *********** Services indicates that the evaporator and condenser need to be replaced However,  that the part is no longer available. It does not state that the compressor doesn't need to be changed or replaced rather, it only states that the technician checked the compressor and found it to be in good working order thus the making the charges valid. The part and repair that are required are for a distinct issue that have nothing to do with the initial service that was reported on our end.

  
  Our team was able to be followed up to you last October 27 as the technician confirm, as the unit is working fine however, we don't receive any response form you until January 24. Once again, as stated on the previous email sent, report does not show that compressor that doesn't need necessary replacement.
  
  Thank for your patience and understanding.
  
  **** support Team 
  

  
  

  Customer Answer

  Date: 02/15/2023

   
  Complaint: 18965556
  
  I am rejecting this response because: The refrigerator worked just fine in all compartments but the lower freezer compartment if the main compressor was not working the the rest of the refrigerator would not be working even the ice maker. So the main compressor had to still be working correctly.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 02/16/2023

  
  Hi ***** , 
  
  Thank you for reaching out to us  Based on the previous email we sent you, it appears from the report of the other service provider that the replaced compressor is not the issue and that it is functioning normally with the appliance. We are sorry for the difficulties you have had with your appliance; while we would love to assist you, we regret that the 90-day warranty we provide for the repair has already expired.
  
  **** Support Team 
  
  

  Customer Answer

  Date: 02/16/2023

   
  Complaint: 18965556
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  When I called you in January and was still in the warranty time frame from the dates from payments at my bank account when you got paid, you said it was out of warranty when it wasnt. Yes it is now, but your service technician took out the Freon which made the complete refrigerator not work. But as it turns out we didnt need a new compressor but the parts it did need are no longer made by the manufacturer so your technician should have known this and just said it could not be fixed, instead of putting in a new compressor that it did not need since the rest of the refrigerator was working properly just the lower freezer was not working!!

  

  Business Response

  Date: 02/18/2023

  Hello *****, 
  
  
  We sincerely apologize as we are still unable to honor your request. Our record shows that you reached out to our support team on Jan 24, 2023, which is past the 90-day warranty from when the repair was done. We have also already reviewed the report from *********** Services, and as per our previous statement, the report indicates that the compressor that was installed by ************** is correct and does not indicate misdiagnostics from our end. The repair and part that is needed this time, which is no longer available, is for a different repair and issue which does not correlates to the problem that was reported to us. 

   

  Sincerely, 

  **** Support Team

• Initial Complaint

  Date:01/28/2023

  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.

  I cant even begin to say how horrible my experience was. The technicians clearly did not know what they were doing nor were they prepared for the job. We paid $700 for two tv mounting services plus in wall cord installation. The kicker is that the cords were left outside of the wall except the cable cord was placed in the wall. They cut unnecessary holes in our wall and tried to cover it up with our dresser and entertainment center. I literally cried for hours after they left because we spent hard earned money to baby proof our home for our 9 month old son, and the job is worse now than before they came. Im so upset. I contacted them via email and phone numerous times and all they can say is theyll get back to me and they cannot issue a refund. If I am able to post pictures here I will but its jaw dropping truly. I have videos that show the scenario much better.

  

  Business Response

  Date: 01/29/2023

  Hi ****,
  
  
  We are sorry for the less than a negative experience. We never intend to disappoint you in any way. Please know that we do not tolerate poor quality of work from our technicians, and this has been endorsed to the higher management for further review. 
  
  After checking the details of your appointment, the team has successfully scheduled the guarantee appointment for a new technician to be sent out on your requested time (02/03/23). Once a technician is assigned, an email notification will be sent to you with his name. You may also refer to the email we sent you and you may respond if you have concerns so we can assist.
  
  Thank you for your patience on this matter.
  
  
  Best Regards,
  **** Support
  
  

  Customer Answer

  Date: 02/03/2023

   
  Complaint: 18945145
  
  I am rejecting this response because: I have one of the technicians here to fix the service that was done horribly wrong. He states that the job is not fixable and he would need to remove everything, because the tv mounts were installed incorrectly, the wall outlets were installed incorrectly and visible when they shouldve been hidden. The wires were not correctly routed as well. He stated that he has never seen such a messed up job and cannot fix it alone. He also stated the company was charging me to fix the issue when it was supposedly covered with a 90 day guarantee. This company needs to be investigated, if this happened to me imagine how many other people have probably went through the same issue.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 02/03/2023

  Hi ****,

   

  Once again, we sincerely apologize for the inconvenience and for the negative experience.

   

  A full refund has been processed already for the service as discussed with you via email.

   

  You can respond to the email if you still have other concerns,

   

  **** Support Team

  Customer Answer

  Date: 02/10/2023

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