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:01/28/2023

  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.

  **** made a mistake and didn't process my membership Payment when I submitted it. My HVAC uni is in need of repairs, and because they didn't process the payment properly, we couldn't initially schedule a technician to come take a look at the problem. I had to spend dozens of hours on the phone and via email to get them to fix the payment issue. Once they did, they sent a completely clueless technician out to take a look. He clearly had NO IDEA how an HVAC system works. This 'technician' filed an inaccurate report of what he thought was wrong with the unit, so **** called me and said that my wife and I would have to pay for an actual HVAC technician to come out and diagnose what is wrong with the unit. They said they give us a refund for the first visit. At this point, I have no confidence that I can rely on **** to provide the necessary repairs.

  

  Business Response

  Date: 01/29/2023

  Hi *******, 
  
  We deeply apologize for the less than satisfactory experience you had with us.
  
  As discussed with you yesterday, a refund for the service call fee has been endorsed to **************** for processing. Please wait for at least 3-5 business days for it to be credited back to your account or depending on your bank's policy.
  
  Once this completely processed, we will be waiting for you so we can book a claim appointment as what you have agreed. You can call us at ************* or email us at **************** for immediate assistance.
  
  Thank you for bringing this to our attention. Once again, we apologize on how your appointment was handled.
  
  Best regards,
  **** Support
  
  

  Customer Answer

  Date: 02/04/2023

   
  Complaint: 18944791
  
  I am rejecting this response because: they already missed the rescheduled appointment.  I do not trust this business.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 02/07/2023

  Hi *******,
  
  We sincerely apologize if we're unable to send out a technician from our end.
  
  Our ***************** have advised and provided you an option to contact your preferred Service provider to perform diagnostics on the service since we are unable to assign a technician from our end.
  
  You still have the option to contact other Service Provider who would be able to inspect the scope of work and to identify the issue and what is the repair required. 
  
  Kindly reach out to us for any other concern and you can respond to the email sent to you by our ***************** who's handling your case right now.
  
  Thank you,
  **** Support Team

  Customer Answer

  Date: 02/15/2023

   
  Complaint: 18944791
  
  I am rejecting this response because: While technically, ****' response does reflect their direct response to me, it doesn't reflect the larger issue that they keep making mistakes in terms of my coverage over and over again.  First it was the payment they didn't process, then it was sending me a technician who was utterly clueless about HVAC issue.  I simply don't trust them at this point.  What I need in their response to me is a commitment to 1. Send a qualified technician next time and 2. Once that technician files a report on what repairs my HVAC system needs, they commit to covering those repairs.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 02/28/2023

  Hi *******,
  
  We sincerely apologize for the delayed response in here but we appreciate that yous till gave us time to re-evaluate the claim.
  
  The buyout process has been approved and funds should be available to your PayPal account amounting to $1000 within 3-5 business days or depending on your bank's policy.
  
  Should you have any questions, don't hesitate to let us know.
  
  Once again, we appreciate your patience.
  
  Best regards,
  **** Support Team

• Initial Complaint

  Date:01/18/2023

  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 December 11th we had a technician come out to the residence to repair our Dryer. during the initial appointment he stated that the Belt was the issue of our dryer not working and charged $351.79 to do the repair. After several delays, he returned on Dec 20th to repair the unit. After working for a total of 2 days, the unit started having the same issues on top of being very loud when it started. We set up a follow-up appointment for the same technician to come out and fix the issue. On Dec 24th a completely different technician, under the name of the original technician, came out and stated that the belt wasnt the problem at all. He stated our drum seal was the main issue and that while he could fix the original problem, our dryer would just always be loud. After coming back from the Holiday break on Jan 3rd, we used the driver a total of 3 times before a loud snap shut the dryer off completely. We called **** again and set up a completely new technician to come out to the residence to fix the unit. On January 15th this new technician diagnosed a 3rd completely different issue with the dryer. He stated the Drum Wheel was the true reason the dryer was making such a loud noise and smelled of burning on the inside. It would be a another $350 charge to repair the actual problem with the dryer. I have been in contact with **** since January 13th trying to understand:1. Why a Technician was coming to the home under the name of another person 2. Why I'm being charged for another repair when 3 different technicians have come out and diagnosed the issue as coming from 3 different areas of the dryer I've been told multiple times that it would take ***** hours to get an update from the "Guarantee Team" when in reality it has been nearly 96 hours and I still don't have an answer. Multiple times I've called and been hung up on.At this point I want a refund back because I've been without a dryer for 38 days.

  

  Business Response

  Date: 01/19/2023

  Hi ***** & ******,
  
  
  Were sorry to hear of your less-than-satisfactory experience and hope you will accept our sincerest apologies.
  
  As discussed, a refund has been endorsed to **************** for processing. It would take 3-4 business days or depending on your bank's policy.
  
  Total Payment $352.79 - service call $89 = Total Refund $262.79
  
  We also submitted an incident report for your technician to be followed up internally. Thank you for bringing this to our attention.
  
  
  **** Support
  
  

  Customer Answer

  Date: 01/19/2023

  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:01/11/2023

  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 have a smart washer, its a newer GE smart washer from ********** dispatched a guy that replaced a pump, then he disappeared after he said he needed another part that was backordered. One full month went by and I contacted the company, they sent another guy. He replaced a pump that still wouldn't work but he thought it was the wrong pump so he orders another one. He came back to my house at least 6 times. It was never fixed then the guy stopped communicating and the company nor anyone has contacted me. I hired another company that came out and discovered the previous guy had damaged the mother board as well as installed the wrong pump. He even went as far as to use a zip tie instead of a hose clamp on one part. I've spent $650 with the second company after wasting over 3 months with ****! Not to mention their inexperienced technician cost me more money than I should have spent. Still zero contact from the company.

  

  Business Response

  Date: 01/12/2023

  Hi Cy,
  
  
  Were sorry to hear of your less-than-satisfactory experience and hope you will accept our sincerest apologies. As communicated via email, a refund the amount of $135.11 (inspection and 1st-month membership) & $38.7 for 3 months paid has already been endorsed to ****************. This is the least we can do to improve your experience with us. 
  
  If you have further concern, you may respond to the email we sent you.
  
  **** Support
  
  

• Initial Complaint

  Date:01/07/2023

  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.

  Hired **** to repair my ** refrigerator, in November of 2022, because my refrigerator was not get cold and there was an error code. The initial assessment identified an issue with the motor and board, those parts needed to be replaced because they were not operating. A price of $650 was quoted for the cost of repairs. I then hired **** and proceeded with the repair. The initial technician sent another technician who soldered when installed the parts. After the service was performed, the refrigerator still did not work. I informed the initial technician and after assessing the issue, he admitted he forget to unplug the refrigerator which caused the compressor to stop working. He stated he would pay for the replacement of the condenser and not report it to **** as a part of the repairs made to the refrigerator. The second technician installed the condenser and left the job without notifying me that the job was complete. The refrigerator still did not work. I complained to the customer service department and requested a different technician assess the issues with the refrigerator and possibly make the necessary repairs. The third technician determined the wrong compressor was installed and it would cost up to $1100 for the repair. Recommended I purchase a new refrigerator. I followed up with customer service and requested they would make the repairs with no cost to me because the first technician caused the compressor to fail. Plus took over a month to evaluate the issue, leaving me without a refrigerator. **** decided to send a ** appliance specialist ***** the refrigerator to determine the issues and estimate the cost of repairs. The ** specialist concluded the parts were not installed correctly and the fiber on the back of the refrigerator was burned and would cause internal problems. He didn't want to repair the refrigerator due to pure workmanship. I have requested **** to compensate me $1100 because they were responsible for the damage. **** agreed to pay $200.

  

  Business Response

  Date: 01/10/2023

  Hi ******,
  
  We were sorry for the less than a negative experience.
  
  As per escalation and we have informed you via email. The refund amount of $131 payment collected for the service and additional $500 has been endorsed to **************** for processing. If you have any concerns, you can respond to the email we sent you so we can assist you.
  
  
  **** Support
  
  

  Customer Answer

  Date: 01/11/2023

   
  Complaint: 18702787
  
  I am rejecting this response because I requested $1100, the cost of repairs due to the damage caused by the second **** Technician. This is what I will have to pay to another company. This also compensate for the number of days I have been without a refrigerator. **** did not honor their part in the poor service they provided and others should know of their poor services. This was a refrigerator I inherited from my dad after he passed away in 2022. It is very disappointing to have to possibly get rid of this refrigerator at because of **** Services and their mistakes, not because of problem with the refrigerator. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/12/2023

  Hi ******,
  
  Thank you for getting back to us. Sadly, we won't be able to ***** your request as the $500 on top of the $131.30 paid on the initial visit offered is determined by the age of the appliance and takes into account the fact that prior repairs were required even before the original technician's operations. This the least we can do to improve your experience.
  
  **** Support
  
  

• Initial Complaint

  Date:01/06/2023

  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 am in need of an emergency appliance repair. I contacted ****.COM and scheduled an appointment for today between 4pm and 6pm. **** sent two confermations of the appointment, so I took off work to be here for the appointment and 50 min before the appointment the sent a text cancelling the appointment. Even though they sent two confermations they state they dont have any repair person.

  

  Business Response

  Date: 01/07/2023

  Hi ******,
  
  Thank you for your initial repair request and for sharing your experience with our Support Team. We are incredibly sorry that we were unable to dispatch a Technician to you within your requested time window. We understand that your time is valuable and truly appreciate your patience while we actively searched for a Technician. 
  
  We regret to inform you that we won't be able to reimburse what you have lost because of the appointment. We are still able to assist you with a $30 discount for future services. Our team is currently increasing the number of technicians in your area to avoid this from recurring and have backup technicians ready to send out. We hope we can service your device very soon.
  
  **** Support
  
  

  Customer Answer

  Date: 01/07/2023

   
  Complaint: 18699173
  
  I am rejecting this response because I would NEVER use such a disrespectful, unprofessional company.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 01/12/2023

  Hi ******,
  
  We sincerely apologize for the scheduling complications and inconvenience that this has caused you. We absolutely understand that you value your time, and we never wanted to keep you waiting or put in such a terrible situation. Please accept our apologies for what happened with the appointment. 
  
   We will be looking into this further and see what we can do to resolve the issues you experienced and what we can do to help you feel better about your experience with ****. You may keep the discount we offered in case you change your mind.
  
  Thank you so much for your understanding and have a good one.
  
  
  **** Support
  
  

• Initial Complaint

  Date:01/05/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 20, 2022, I called **** because my refrigerator freezer was unthawing the food. I called them because they could send a technician quickly by it being close to the holidays. A technician was sent to my home to diagnose the problem. The technician told me that I had a leak so he could repair the leak and add refrigerant for a cost of $471.00. I agreed to the repair. On December 30th, the problem that was supposedly fixed return because the repair did not hold. I called customer service and they rescheduled for the same technician to come back on December 31st and all he did was add new refrigerant and told me that if it leaked again my three year old refrigerator would need to have all the lines replaced and they could do this job for another $1400. I quickly and mentally dismissed this idea because that was not going to happen. I asked the technician what if this repair does not work the second time and he told me that I had a 90 day guarantee/warranty on the repair so I could get my money back.Less than a week later, on January 3rd, 2023 I had to call customer service because the refrigerator still was unthawing my food and the refrigerant did not leak out. The original complaint for which I called them out is still not fixed so I believe the root of the problem is not diagnosed properly. When I spoke to someone in customer service, I requested a refund of my money since it is still was not working. The customer service representative from **** first apologized for my inconvenience and then asked for me to give them a third try to come fix the problem but this time they will send me a MASTER Technician?? Apparently, the person they sent was not specialized for my refrigerator brand of appliance and I am out $471.00 and still have a broke refrigerator. Adamant about not wanting to have someone else from their company return to my home, the customer service person sent my request for a refund to the appropriate department and told me that I should have a response in 72 hours. I received an email on January 5th, *************************************************************** a $20 discount if I wish to have them to continue with the repair and this is unacceptable.

  

  Business Response

  Date: 01/06/2023

  Hi ******,
  
  
  Thanks for speaking with me today. Please accept our sincerest apologies for the inconvenience we have caused, we would never intend to mislead our customers and leave them with a non-working appliance. 
  
  As discussed, the team has approved a refund less the service call fee for your refrigerant service with us. This has already been endorsed for processing. You may refer to the email we have sent you and respond to it if you have other concerns so we can help. 
  
  Thanks for your patience and understanding.
  
  
  **** Support
  
  

  Customer Answer

  Date: 01/08/2023

  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:01/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 6th 2022 I hired this company to repair my dry the senor went bad .they came to home to look at my dry they quote me a price which I paid $119.32 they had to order the part the came back on November 9th 2022 to finish the work they wanted more money which I paid $180.55 and than I told them that I did not want to do business with them any more .because the wanted to munch money now. two months later they are telling me that they only way that I can cancel my plan with them is I have to pay them another $109 which is crazy to I'm writing you

  

  Business Response

  Date: 01/05/2023

  Hi ******,
  
  Thank you for taking the time to share your feedback. After reviewing the details, membership was subscribed when you paid using the link applying discounts on your appointment. The membership is an annual plan and since you had it canceled, we would need to charge you back with all the discounts and waivers received as if you paid the regular cost. 
  
  We apologize the team was not able to remind you of the terms and conditions. With these, the team has decided to waive the chargeback on your appointment. Please ignore collection messages since there are automated. 
  
  Thank you for understanding how our process works.
  
  
  Best regards,
  **** Support

• Initial Complaint

  Date:01/03/2023

  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.

  On Wednesday, November 30, 2022 the technician arrived at 5:30pm to fix our washing machine. After an hour and a half, he let us know that the washing machine had been fixed and that he had run multiple tests to make sure. We paid the $420.96 as billed and thanked him for his services. After he left, we attempted to do a load of laundry. The machine now had multiple error messages that it did not have before and was filling with water which would not drain. At this point, we called the technician back. He said he was sure the machine was fixed as he had run so many tests (obviously untrue). He wanted to buy additional parts to try to solve the problem. These parts didn't even relate to the error messages on the machine and would of course be an additional charge. The trust in competency was obviously gone at this point. The morning of December 1st, I called **** customer service and explained the situation. I was told that a full refund would show on my credit card in 3-5 days. I kindly thanked the representative for his help and proceeded to call someone else to fix it. As of Monday, December 12th my refund had not yet been issued. I called customer service again to inquire about the refund. The representative told me, "oh I'm glad you called back, the billing department rejected the refund". I was not made aware of the rejection until I called myself (unprofessional). He rudely claimed that I would have to send a report that I paid someone else to fix the washing machine. He then told me it was company policy that they have to come back and fix it...no refunds. As this is quite a different story than I heard the week before, I asked to speak to a supervisor. He told me I couldn't speak with one and that I should have read the company policy prior to payment. I proceeded to ask the customer service representative to forward the policy section he was quoting. He told me to find it online; he won't email it.

  

  Business Response

  Date: 01/05/2023

  
  Hi ******, 
  
  
  Thank you for taking the time to tell us about your experience. Were sorry to hear of your less-than-satisfactory experience and hope you will accept our sincerest apologies.
  
  
  After reviewing the details, we can either send back your technician or a different technician to re-diagnose your appliance under our 90-day guarantee process. Also, you can send us a report or receipt from another service provider so we can have your refund request re-evaluated. You may refer to the email we have sent you and respond to it so we can move forward on this.
  
  
  Let us know how you wish to proceed. Looking forward to your response.
  
  
  **** Support
  
  

• Initial Complaint

  Date:12/27/2022

  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.

  My initial service took place on 12/3/22. My dryer was displaying an E64 error. That same day a technician came out to assess the problem. He told me it was the heating element, and the ducts were clogged. I was quoted on the part as well as the rest of the cost upon return. $178 was paid that day, and upon return $302 was to be paid. The technician stated he had to order the part and would be back in a few days to finish the job. The appointment was made for Monday 12/5, however the technician NEVER showed. No one even called me to reschedule the appt. I finally get ahold of someone on 12/6 and was told he had been terminated and a new service request would have to be put in. They could not get another technician out to me until 12/14. I was diagnosed with the same issue and they tried to charge me $198 which I refused to pay since I had already paid for a service call. I was told the part had to be ordered, again. I waited over a week for this said part. On 12/23 a technician came out replaced my part and cleaned the ducts. I was then charged $500. Which I paid even though it was $200 higher than the original estimate. I didnt even get through one cycle and my dryer displayed the same error code. I called on 12/24 explaining my frustration. I was told they would rush the process and have someone out within 24hrs to fix the issue free of charge, as long as there were no other parts needing to be purchased. It is now 12/27 and I still dont have a definitive answer as to when my dryer will be fixed. So 4 weeks and $700 later my dryer is still broken. Not to mention what I have spent on dry cleaning. This is the most unprofessional service and company I have ever dealt with in my entire life. At this point I would simply like a refund for ALL of my money and wasted time with this company. I would also like management to call me directly in regards to this issue. This has been very frustrating and I want something done about it ASAP!Thanks,*************************** ************

  

  Business Response

  Date: 12/30/2022

  Hi *******,
  
  Were sorry to hear of your less-than-satisfactory experience and hope you will accept our sincerest apologies. 
  
  This has been escalated with the higher management and this incident will absolutely not be overlooked and our Head of ********************* is currently looking into this for the technician to be followed up accordingly.
  
  After reviewing the details, as per the head of technicians, if the dryer vent itself is somehow energized by an exposed wire inside the wall or similar, it will cause the dryer to show that same E64 error code. Internal problems with the dryer have previously been ruled out due to the replacement of the heating element. This could be the reason why the technician recommended you to request for an electrician. We have sent you an email requesting for the service receipt or invoice from the electrician who rendered you the service so we can have this forwarded to the Escalation Team. You can also refer to the email we have sent you and respond to it.
  
  
  **** Support
  
  

• Initial Complaint

  Date:12/26/2022

  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 signed up for the service on 12-24-22 because the water dispenser on my fridge stopped working. They set an appointment up for the next day for a technician to come to diagnose and repair the issue. Prior to the technician coming I received an automated text message with a link to buy a membership with the service that covered repair and replacement of parts relating to my appliances as well as a discount off services. So I signed up prior to my appointment. If they had made it clear about any sort of wait period or my appointment would not fall under the service I would have never signed up and they never disclosed any of it prior to purchase. When the technician came he had as much technical knowledge as I did. He went into his phone and googled the ** website for troubleshooting steps which I did and then tried the same to filters in the fridge that I had and tried. Afterwards he said I should buy a new filter and maybe that would fix it but couldnt even give me any definitive answer. I was charged 35 dollars for the monthly membership protection plan that they refuse to honor for my appointment and 81 dollars for the visit which did nothing. Their customer service is worse then their technicians making you jump through hoops to try to get a common sense and reasonable response and resolution which doesnt happen. Their statement being, that him stepping through my door and being in his phone on the manufacturers website troubleshooting the problem by pressing the same two button my fridge and not replacing my filters or removing the error code in the fridge justifies a successful service call under their terms.

  

  Business Response

  Date: 12/27/2022

  Hi *******,
  
  We would like to thank you for letting us know of your concern and it is our not our intention to provide any negative experience.
  
  We have tried reaching out to you directly but wasn't able to reach someone.
  
  The Service Call Fee are used to connect you with a technician and provide a full diagnostic to set proper expectation of what part or repair needs to be rendered. Also, **** offers a 90 Day Guarantee on the part and or installation that was completed on the initial repair that helps our customers file a claim after every repair that encounters an issue after ************** completed a repair.
  
  If you could kindly forward us a copy of a report from other service provider showing that the technician provided an incorrect diagnostics to help us re-evaluate your request.
  
  An email will be sent to you as well and you can respond to it if you have any questions or concerns.
  
  **** Support Team
  

  Customer Answer

  Date: 12/27/2022

   
  Complaint: 18641330
  
  I am rejecting this response because:
  
  as I stated in my initial complaint the technician and I use the term very loosely came into my home with no tools let alone knowledge of the equipment he was there to service. He ******d the same things I did and I am not claiming to be any sort of technician. He tried the two filters I had already used unsuccessfully and then told me that maybe I needed to get a new filter and if that doesnt work that i would maybe have to change the filter system out itself but he didnt run any sort of actual diagnostic or even open the fridge up to look at the appliances motherboard which is what the troubleshooting website says to do. Again he had as much technical expertise as me which is a true indictment of your service that you supposedly provide. Im waiting for the order to be delivered of new filters to attempt but a repairman to come to my house will take atleast a week and cost me 200 dollars for the visit which will be worth it because theyll do more then just try the same filters I did. But your technician not having any ability to fix or perform any actual diagnostic on my fridge is only half the issue. Your companies deceptive advertising on purchasing memberships that claim to cover the cost of repair and or replacement of parts only to find out that its only active after 30 days and the text message with the link you send prior to service makes no mention of that as well as the actual membership site, you only find this out after you spend the 35 non refundable dollars that thats the case. And then your customer service reps ******* to tell me that the $117 (35 for the membership and 81 for the service call) I spent was for a technician to come and ****** how to fix my fridge, not be able to fix or give me a definitive answer to my problem just a maybe without even opening the fridge up past the putting in and taking out of the same filter I did and used to do the same thing was totally justified and I shouldnt complain because I should have been charged 89 dollars and not **************************************************************** fact how you run a business that relies on deceptive advertising and technicians that have no knowledge or technical ability on the appliances theyre supposed to know that the rest of the public should know and be aware of such a thing and be warned to not use the service. 
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 01/06/2023

  
  Hi *******,
  
  
  We sincerely apologize for the less than a negative experience. We tried calling you but to no avail. After reviewing the details or your appointment, the team has approved a refund for the payment collected. Please respond to the email we have sent you with the email address associated to your PayPal account for processing.
  
  
  Looking forward to your response.
  
  
  **** Support