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.

close

Find a Location

Puls Technologies, Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:09/23/2022

  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.

  In short, if you have an appointment, you do not have an appointment. Booking an appointment, means they will try to find a local company to service you. If they don't find someone, they will not contact you and you can contact them to book another 'appointment'. This will repeat itself over and over again until you give up. They are advertising services they do not provide.

  

  Business Response

  Date: 09/24/2022

  Hi ******,
  
  
  
  Thank you for taking the time to tell us about your experience. We understand your frustration and we take responsibility for this issue. We have reviewed the details of your repair request and we deeply regret that we did not have any available technicians to provide service on your preferred schedules. 
  
  We truly care about all our customers. We deeply regret that this happened on your repair request. The timeframes indicated on our website are simply the common schedules that our technicians in different states are available. We offer same-day or next-day service to most of our service areas however at times due to unforeseen circumstances and a limited number in your market, those time frames are not met. This is the reason why we manually reached out to every technician we have to check if they can get to your preferred location at your requested timeframe. We understand that your time is important, and we deeply regret that it was wasted.
  
  We have notified our team regarding this issue, and they are currently working on a better resolution when it comes to scheduling. We are putting ourselves in your shoes to completely understand your displeasure. We do hope that you will consider our amends. We would still love to assist you, offering a $20.00 future discount for any future appointment on other services we offer. This is the least we could do to somehow alleviate this issue. 
  
  
  Thank you very much for letting us reach out and make things right. 
  
  
  Best Regards,
  **** Support
  
  

• Initial Complaint

  Date:09/19/2022

  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.

  On March 19, 2022, a technician scheduled from completing an online request to ****, came to my house. The technician replaced the pulley system, belt, and wheels on the back part of my dryer drum. On April 4, 2022, I again contacted **** via online, and they scheduled a technician to come to my house to tighten the top and side panels of the dryer because the original technician left them off. **** stated that I needed to pay the $89 plus tax service call, but I explained to the technician this appliance had a 90-day warranty from the initial work done on March 19.On September 12, 2022, I contacted **** again, via online, and requested service on the dryer. I am completely aware the 90-day warranty has expired. On September 16, 2022, the technician scheduled by **** arrived to my home. He took the dryer apart and located what appeared to be the problem, which was worn wheels on the front part of the dryer drum. He ordered three new wheels, scheduled my appointment for September 19, 2022. I paid $114 for his service call. Later the evening of September 19, **** contacted me and said they could not schedule the appointment for September 19, 2022, until I paid for my outstanding balance from April 2022. I tried explaining to the **** company that the April 2022 service was under warranty. The individual I spoke with stated that someone from the warranty department would contact me.On September 19, 2022, I had not heard from the warranty department, so I called **** at **************. The gentleman I spoke with put me on hold to "review my information". When he returned to the line, he reported that because I scheduled the technician to come out in April, the warranty was not going to be honored. I explained to him that I contacted **** via online and that I cannot schedule appointments. He argued that I should have contacted the original technician from March. I did not receive contact information for any technicians and was unaware that by requesting for service

  

  Business Response

  Date: 09/19/2022

  Hi ********,
  
  We tried reaching out to you but to no avail.
  
  First is we would like to apologize on how the appointment was handled and we would like to reach out to you to make this right.
  
  We will be closing out the appointment on April 5 and will not be collecting payment for the service call fee. We will let the technician proceed with the follow up repair.
  
  Kindly respond to the email sent to you if you have any questions or concerns.
  
  Thank you,
  **** Support

  Customer Answer

  Date: 09/20/2022

   
  Complaint: 18044723
  
  I am rejecting this response because:

  The company reached out to me via call (left a voicemail) during my work hours and a text message. After work, I followed up with the business to inquire about the appointment scheduled for 9/19/22. After speaking with the business, they informed me the technician would be coming to complete the work. The technician, ***, called and told me who could not make it due to the parts needed for the repair not being available. I informed him that I was able to purchase the parts via ********************** I also told him that the cost for the parts he had applied to the invoice would need to be removed since I purchased them out of pocket. He told me I would need to contact the business before he could confirm coming. I again contacted the business, sharing with them I purchased the required parts. I was told they would subtract the cost of the invoice to reflect this amount. The company also assured me the technician would be coming to complete the work. The technician did not show up and when I called the company to report this, I was informed it would have to wait until 9/21/22. There was no indication of a discount for failure to follow through with the originally scheduled appointment. This entire situation has caused me to make adjustments to my schedule and it has been a complete inconvenience.

  I would also like to share that the company charged me $441.94 back in March 2022 to replace rollers, belt, and pulley system on my dryer. I am unable to attach the invoice because it is hyperlinked in the email I received from ****. However, the invoice reflects the technician charged $279 for labor, which only took 1.5 hours to complete. That is almost double the cost for the parts ($141). I understand individuals and companies need to make money, but to charge almost $300 for a 1.5 hours of work is outrageous. I shared all of this with the **** company, and explained to them I would like a complete breakdown of the next invoice prior to me paying.
  

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

  

  Business Response

  Date: 09/22/2022

  Hi ********,
  
  
  We sincerely apologize for the less than a negative experience with the service.
  
  
  We know it has been frustrating and we appreciate you taking the time to speak with one of our representatives today. As discussed with you over the phone, we have requested a new technician on Sunday between **** AM. Our team will let you know once we can assign a technician for you. 
  
  The quote for the labor will be provided by the technician before the repair. Also, to avoid issues with the payment process, we have endorsed a refund for the 15% deposit you initially paid. As promised the $30 discount will be applied to your next appointment. You may also refer to the email sent to you and let us know if you have concerns so we can assist you.
  
  Thank you for your patience and understanding on this matter.
  
  
  **** Support

  Customer Answer

  Date: 09/27/2022

   
  Complaint: 18044723
  
  I am rejecting this response because:

  The technician that **** scheduled for 9/25/22 for an appointment between **** am, arrived at 9:23 am. I had to explain to this technician, **** what the original technician, ***, diagnosed as the problem from his 9/16/22 appointment. **** was unable to complete the job *** started back on 9/16/22, because **** reported he needed additional supplies/parts. After carefully considering the money and time I have spent trying to get this 13 year old dryer to work, I could have bought a new one. That is what I did; I bought a new dryer on 9/25/22 and on 9/26/22, I called **** to cancel the appointment **** scheduled.

  I will not recommend **** to other people due to the lack of communication between the customer, the contracted technicians **** scheduled, and even the lack of communication within the company with one another. 

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

• Initial Complaint

  Date:09/14/2022

  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.

  8/8/22 ordered from Abt Electronics a Bosch Stainless Steel Cooktop delivered 8/10/22.8/10/22 I contacted **** Appliance Repair ********* (aka Puls Technologies) to perform install. **** offers a 90 day guarantee & claims millions in insurance. Cooktop was new-in-box & remained packaged until installer arrived.8/11/22 ****** **** tech performed install. After install, ***** asked for towel to sweep floor. I gave him a clean towel; he ran it under kitchen faucet, wrung it out & started wiping up floor. I went into another room. When I returned ***** was wiping down new cooktop with same wet towel he had used to mop the floor. I yelled "Don't do that! you'll scratch it!!" I went to cooktop & saw the scratches all over the cooktop surface. ***** saw what he had done. He took Windex bottle on the kitchen counter & started spraying cooktop trying to wipe it down with paper towels. Scratches had penetrated factory sealant & were down into metal. ***** said hed go to store & buy "cremma" ( stainless steel polish?). I said no, scratches were too deep for polish to remove & black writing on cooktop couldn't be restored. I told ******* would call **** & ask for a replacement. ***** admitted causing the damage & offered to "come back and install new cooktop. ***** did not ask for payment & left. No pay as work not "complete". I mmediately called ****, reported damage to cooktop caused by installer; & given **************** email address. I took photos, sent them to **** with request for replacement or refund. **** tactically admitted causing damage & wants to send SAME tech back to try to remove the scratches. I have spent month+ trying to give **** opportunity to try to repair the damage (cant be restored) or to inspect. I agreed to having a different tech but **** refused (**** demanding payment for 2nd service call!). FOURTEEN emails, several phone calls to **** (all initiated by me) & 2 PROMISES that claim escalated to ****************** NO resolution.

  

  Business Response

  Date: 09/20/2022

  Hello *****,
  
  
  Thank you for bringing this to our attention. We apologize for a less than negative experience with us and the damages the technician caused. We never intend to cause any inconvenience to you. This is an isolated incident and has been forwarded to the Head of our Technicians so they can follow up on the technician internally.
  
  Our team is currently looking into this further and as discussed, we would like to ask for current photos of your cooktop as well as the model number so the team can assess the damages. We are looking forward to your response.
  
  Thank you for your patience and understanding on this matter.
  
  
  **** Support
  
  

• Initial Complaint

  Date:09/06/2022

  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.

  I started having an appliance is*** April 17 2022. My refrigerator was leaking. Its in a cabinet in my kitchen which is connected to my dining room and living room. I looked up appliance repair companies and found **** online. At this time there was no real damage to my floors. The tech came out and supposedly fixed the is***. April 19 and April 22. I was charged 130 for the first visit and then 385. I was 7 months pregnant and my baby shower was scheduled for April 30th so I just paid and thought it was fixed. July 4th we discovered the refrigerator leaking again. Now this time he comes out July 6th the same technician and says the is*** is different. He charges me 218 which includes a protection plan and 192 for the new repairs. At this point I still believed he was honest and paid. August 24th the is*** happens again. I ask the company for a new technician and they tell me they cannot send a different one. He comes out and still cannot fix fix the is*** so he disabled the ice maker. Mind you this is the same exact is*** from before. He states he knew it was something lose but he tightened it. It came lose again but he never told us this was an is*** or to monitor it. Since my refrigerator is in a cabinet the leaking is such a slow leak you see it from the bottom trickle to the front but it take weeks to notice. Also my floor damage is now going to cost me thousands. I want the company to pay for the damage but I have a newborn. I dont have money to *** them. I had to use my insurance and will have to pay my deductible.

  

  Business Response

  Date: 09/14/2022

  Hi ******,
  
  Thank you for responding back.
  
  We're incredibly sorry for the inconvenience we have caused as the technician did not represent our company professionally. This incident will absolutely not be overlooked and our Head of ********************* is currently looking into this for the technician to be followed up accordingly.
  
  I would like to sincerely apologize as well for the poor quality service you received from us. We recognize that we failed to live up to your expectations and understand how frustrated and upset you were. I looked into your situation and our refund/reimbursement policy does not allow one in this case and I'm so sorry that we were unable to make an exception in your case.
  
  Your feedback is very important to us as it gives us crucial insight into what we need to improve on to better our market performance and ensure customer satisfaction. 
  
  
  Thank you so much for confirming your PayPal account. We went ahead and processed the refund and please be advised that the funds will be credited back within 3-5 business days or depending on your bank's policy.
  
  
  
  Again, we truly are very sorry for the delay and we thank you for your patience and understanding.

• Initial Complaint

  Date:09/01/2022

  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.

  On 4/21/2022 we had Puls Technologies **** of Phoenix come out to fix our washing machine. It did not have cold water coming in. Tech came out. He fix the problem for about a week then washing machine did not have any called water again. He left his own business card so he was moonlight over **** Hours or come back later on his time and fix it right. It did not work no 90 days. Or they just want to fix nothing and sell service contracts. We were charged $168,90 and nothing was fixed!

  

  Business Response

  Date: 09/02/2022

  Hi *****,
  
  Thank you for providing your feedback and letting us know about  this issue. We tried calling you directly but to no avail. After re-evaluating the details of your appointment, we send out our technician for a same-day repair on March 14, 2022.  Our Guarantee team sent you an email after letting the team know that you are having the same issue. Apparently, we weren't able to receive any feedback from you.
  
  Sadly, we won't be able to honor a refund for the repair as we have of Guarantee process being followed. We are still happy to assist you by approving this for a one-time Guarantee for diagnostic only. We were able to send you an email and we are looking forward to you response.
  
  Thank you for bringing this to our attention.
  
  
  **** Support

• Initial Complaint

  Date:08/28/2022

  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.

  My mothers fridge needed repair. Booked on 7/21 for appointment on 7/22. Technician showed up, diagnosed issue as control panel needing replacement. Paid $138.56 for service call + 15% deposit for work + taxes. Technician showed up on 8/5 to perform work. He personally texts me to say that the fridge also needed a gasket and that he could order it on his own and we could pay him directly for the part. Technician personally texts me on 8/8 inquiring why I havent paid. He was told fridge is not working could he go back to look at it. Technician never responded. To avoid a potential lawsuit for nonpayment of services, my mother paid over $334.42the balance of the invoice. ******************* contacted on august 10th to request another technician look at the fridge. Warranty **** approves on 8/14 and an appointment is made for 8/16 which was cancelled on their end. Another appointment was made for 8/17 and technician was a no-show that day, the day after, and the next day. On 8/20 I contacted the company inquiring where technician waswas told a part had been ordered and was waiting for arrival so an appointment could be made for the technician. How do you order a part for a job when the original job was not successful and a second technician had never arrived to confirm that? I requested a refund on 8/22. On 8/28 I was informed that a refund would not be possible: After carefully reviewing the details of your appointment, we do regret to inform you that, we won't be able to honor a refund since the technician was able to confirm with us that the initial repair done was successful and still working thus making the charges valid. The issue you have with your appliance now is an additional repair as per the technician which is not correlated with the initial repair done. Today is 8/28 an entire month after the initial service request and the fridge still doesnt work. Groceries cannot be purchased because they will spoil. Were incredibly disappointed in ****.

  

  Business Response

  Date: 08/29/2022

  Hi *******,
  
  
  Thank you for your initial repair request and for sharing your experience with our Support Team as well as with the BBB Community. Please accept our sincerest apologies for the inconveniences we have caused, we would never want to leave our customers with a non-working device. 
  
  I appreciate you speaking with me today. As discussed, our team approved a refund less service fee. We have already endorsed a refund amount of $383.98 to our Accounting Team for processing.
  
  Thank you so much for your patience during this matter and for allowing us to address all concerns.
  
  
  **** Support

  Customer Answer

  Date: 08/30/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. However, the email sent early in the morning of 8/30 states the refund will be $334.32 and not the amount stated above. If the lesser amount is fully refunded, I will contact the company directly and dispute the amount. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/17/2022

  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.

  CALLED ****.COM ON 8/1 to repair washer, they came said it was a bad pump, they replaced the pump a day later the washer still leaking from the bottom, another tech was called out he said they never should of installed the first pump because the machine was still defective. Yesterday ANOTHER TECH CAME OUT AND RAN THE ***** AGAIN, LEAVING IT FILLED TO THE TOP, WITH A LEAK IN THE BOTTOM. I called **** to get ************ to clean up the mess NO ONE CALLED BACK. I SENT AN EMAIL TO ***************** they keep telling me to leave my phone line open for someone to call me NO ONE HAS YET. THEY NEED TO TAKE RESPONSIBILITY THE CARELESSNESS AND NEGLIGENCE

  

  Business Response

  Date: 08/18/2022

  Hello ********,
  
  One of our Support Manager has tried calling you yesterday, however, reached your voice mail.
  
  We are happy to send a technician who can re-diagnose you appliance this Friday, 11 AM, should you decide to schedule a repair request with us. If this does not work, we can approve a different Technician.
  
  Please let us know how you wish to proceed.
  
  Thank you so much for your patience during this matter.
  
  
  Kind regards,
  **** Support

• Initial Complaint

  Date:08/16/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/12/22, ***** came out to diagnose our dishwasher not powering up. He identified a burned out part and replaced it and I paid. My wife and I noticed the dishwasher was now turning on, but barely cleaning dishes. Unsure of the issue, we made another appt with **** and Faycel came out. ****** said ***** had turned off the water before he replaced the part and only partially reopened the water valve after. Upon Faycel fully opening the water valve, the dishwasher again started working. **** has a written guarantee of "Your home appliance is absolutely important to us and we want to help in any way possible. After further review and discussion with the Guarantee team, we have decided to have a Technician be sent to your location to diagnose your device and see if the issue exists is correlated to our original repair. If it is, we will entirely waive the fee for you and repair it for free under Guarantee Call - Home Appliance [#****] - having the same problem." As ****** pointed out the only reason for the 8/15 visit was to correct the negligence of ***** in not reopening the valve, it seemed like a clear case of ****' guarantee. I expected that **** would apologize for the oversight (which left us without a dishwasher for a week with 2 toddlers), but to the contrary, I've received a half dozen calls, texts, and emails over 24 hours after ****** opened the valve including ******* from **** sending me a text message threatening "This invoice will be sent to our collections agency if not paid within 24 hours". I called in to **** a couple of times today trying to speak with team members about the service, but all they could do was state that every visit requires a service fee. On each call I asked to speak with a manager and each time I was told one will call me back later today. They did not. I am requesting the **** cancel the invoice for Faycel reopening the dishwasher valve so that I can cancel my membership and I am requesting that ****' reps stop contacting me.

  

  Business Response

  Date: 08/17/2022

  Hi *****,
  
  Thank you for your initial repair request and for sharing your experience with our Support Team as well as with the BBB  Community.
  
  Please accept our sincerest apologies for the inconveniences we have caused, we would never intend to mislead our customers and leave them with a non-working appliance.
  
  After carefully reviewing the details of your appointment, ***** checked the dishwasher and you confirmed he was able to fix the initial issue you reported, which is not powering up.
  
  When you reached out three days after the repair, you reported a different issue, which is not cleaning properly. As per ******'s diagnosis, the dishwasher's water valve Was half way off the sink thats why the dishwasher is not getting enough water to wash the dishes which is not related to what was initially repaired, as confirmed by Faycel. However, he was able to fix the issue.
  
  In addition, the kitchen sink faucet with a retractable head and the hose under the sink is also not related to the initial repair done because it not connected to the dishwasher, thus, a plumber is required for such repair. As to why we are unable to honor this under a warranty service.
  
  
  We hold the tenets of customer service in the highest regards and would love the opportunity to restore your faith in our company.
  With that being said, we hope that you'll allow us the opportunity to rectify the situation. We are happy to apply a 10%  discount towards the service call fee. 
  
  
  Thank you so much for understanding the process.

  Customer Answer

  Date: 08/17/2022

   
  Complaint: 17727080
  
  I am rejecting this response because:

  This is a ridiculous response from ****. ***** asked me for access to under the sink (there is a child protective lock because we have young children), he completely moved the dishwasher out of the space it was in and fixed it. Then he moved it back to its space. When he accessed the area under the sink he turned the water off before moving the dishwasher out of its nook as any reasonable technician would. He forgot to fully open the water valve, which is what Faycel later fixed. **** is now claiming that ***** moved the dishwasher out of its space, repaired it, and moved it back into its space without ever closing the water valve and that the more likely explanation is that I randomly decided to go under the sink and tinker with the water valve for no reason the same day ***** performed the work. I cannot believe **** would actually try to argue this in a public forum. This is a very simple case, ***** closed the valve, he forgot to fully reopen it and ****** fixed his oversight. It is unreasonable to invoice us for ****** fixing *****'s mistake. Please cancel this invoice so that I can terminate my membership with ****!

  *****

  

  Business Response

  Date: 08/24/2022

  
  
  Hi ******,
  
  Thank you getting back to us.
  
  As indicated prior, Faycel  explained that the water valve was already half way open prior to the service he rendered.
  
  It was due to leak coming from the sink, causing the dishwasher not getting enough water causing it not to clean the ****** properly.
  
  
  We appreciate your patience as we were getting this resolved for you.
  
  

  Customer Answer

  Date: 08/29/2022

   
  Complaint: 17727080
  
  I am rejecting this response because:

  Yes, we are in agreement that ****** explained the water valve was open halfway because ***** forgot to close it. That's the basis of my complaint. If ***** had fully closed the water valve, we would not have been without a dishwasher and we would not have needed to have Faycel out. Given that fact, how do you justify charging me for ******'s visit? Your own employee ****** told me in my kitchen that the only thing he needed to do was close the valve because your previous technician forgot. He assured me that would be reflected in his notes.

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

• Initial Complaint

  Date:08/15/2022

  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 contracted for and repair of a refrigerator repair of fan motor agreeing to $79.00 fee. I found someone in charged us for an unauthorized service contract of 409 dollars in 2021 and another unauthorized service contract charge 0f 269 dollars in 2022. We never signed up nor agreed to any contract and had no knowledge nor used this company except one time and had have work completed by me. The information supplied by **** has my name incorrect and the email incorrect. This service was not authorized nor desired by ****. I know how to work on items DYI. 5 Years at ********** and I did not sign nor received any contract paperwork or approval. Please refund my money and stop sending and attempting to charge us for services never received. Your contractor needs to heavy question because this fraud and violation of trust or felony.

  

  Business Response

  Date: 08/16/2022

  Hi ******,
  
  
  
  Thank you for taking the time to tell us about your experience. We apologize for the inconvenience this has caused you.
  
  
  After reviewing the details of your appointment with us. You had a same-day repair on the 17th of May, 2021 and you received a secure payment link and processed payment amount of $409.37 for the repair. You chose the payment option with a discount which includes the membership plan.
  
  We approved a Guarantee appointment on the 20th of May, 2021 and your technician went back since you are having the same issue with your appliance.
  
  We won't be able to honor a refund for the $409.37 as it was for the service cost while the team approved a refund for the renewal charge amounting to $269.67. You would need to drop the dispute filed so we can endorse a refund to our Accounting Team right away.
  
  
  Thank you for understanding how our process works.
  
  
  **** Support
  
  

  Customer Answer

  Date: 08/16/2022

   
  Complaint: 17721455
  
  I am rejecting this response because: of the attempt to Bully via email because the service was paid for $79 and you signed us up for service, we did not request nor need using the wrong email address and name. We only found out about the charge from my credit union when you tried and did remove ****** from my account for service contract cost which was stated for ****** charge and now, you're changing to service contract. No service contract nor authorization was ever given nor received nor signup for. Thus, fraud is the result.  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/22/2022

  Hi ****************,
  
  
  Thank you for getting to us. We were attach invoice and documentation of the service and of the repair done. We won't be able to refund the repair cost  amounting to $409.37 as the charges were valid.
  
  
  As of now we won't be able to process the $269.67 for the membership for we have an open dispute. Once it has been dropped or has shown our favor, we would process it right away. If the result is in your favor the funds taken will be distributed back to your account. 
  
  
  **** Support
  
  

  Customer Answer

  Date: 08/25/2022

   
  Complaint: 17721455
  
  I am rejecting this response because: You're want hostage me for a claim.
  This not right refund the money now for 269 without me become a hostage. As stated per the email response I would allow the service fee of 129 of the ************************************************************************************************* up for unwanted service contract and the deception that I approve a good rating using my name and email incorrectly spell and fraudulent claims of be pleased with work done. Plus contact me via email to try to bypass the BBB process
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/11/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On august 10, 2022 **** fraudulently and without my authorization charged my credit card $806 instead of the $36 of my remaining 3 months of 12 month membership. I implicitly requested to cancel my membership at the end of remaining 3 months membership because of poor services offered . Despite, my multiple calls to reverse fraudulent charges, they arrogantly refused to do so and send me a vague cancelation policy that in no shape or form justify their fraudulent charges. STAY AWAY FROM ****. IT IS A COMPANY OF CROOKS WITH POOR CUSTOMER SERVICE THAT FRAUDULENTLY CHARGED YOUR CREDIT CARD THAT YOU ONCE PROVIDED THEM WHENEVER AND HOWEVER THEY FEEL LIKE FOR QUESTIONABLE CHARGES AND ARROGANTLY REFUSED TO EXPLAIN THE CHARGES. THEY CHARGED ME $806 FOR MEMBERSHIP CANCELLATION FEE INSTEAD OF $36 OF A REMANING 3 MONTHS OF 12 MONTHE MEMBERSHIP; AND THEN DISHONESTLY , ARROGANTLY APOLOGIZE WITHOUT HOWEVER REVERSE THE FRAUDULENT CHARGES. I HAVE REPORTED THE ISSUE TO MY CREDIT CARD COMPANY. **** ALSO HAS THE REPUTATION OF OVERCHARGING CUSTOMERS FOR SERVICE FEE WITHOUT GIVING YOU AN ESTIMATE BEFORE STARTING YOUR WORK. AND THEIR OFFSHORE CUSTOMER SERVICE WITH INDIAN ACCENT ARE VERY RUDE. USE ***** LIST, HANDYMAN, YELLOW PAGE INSTEAD OF USING ****. STAY AWAY FROM THAT COMPANY OF CROOKS.

  

  Business Response

  Date: 08/11/2022

  Hello Corantin,

  
  Thank you for taking the time to speak with me earlier! As per our agreement, we have processed your refund in the amount of $806.10 & should reflect in your account within 3-5 business days depending on your banks policy.

  
  Again, we do apologize for any confusion & inconvenience this may have caused!

  
  Please reach out if there is anything else we can help you with!