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:10/03/2022

  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.

  Our dishwasher was not draining and we found **** and made an appointment for repairs. They sent 2 techs out and confirmed it was the drain pump. They replaced it and it works great! They said the charge would be $436.40 but if we signed up for their membership service it would be $340.20. Now the issue starts, they charged ************** Tax on the whole bill. ******** does not charge tax for service repair or for membership fees. Service Fee of $270.00 & New Drain Pump $166.40 Tax should have only been $9.98 for the pump, not $20.41 for the whole bill.We signed up for the membership and notice that they are trying to charge tax again. I have called several times to get this issue resolved and no response. Resolution: Remove the state sales tax and we will be glad to continue paying for the membership or prove that ******** tax law has changed.

  

  Business Response

  Date: 10/03/2022

  Hi ***,
  
  Thank you so much for allowing us to rectify the situation and we sincerely apologize if this was not addressed when you called our Customer Support Team initially.
  
  We will now be processing a refund for the total amount of the tax that was charged on the appointment, which is $20.41, and funds will be available depending on your bank's policy
  
  Thank you
  

  Customer Answer

  Date: 10/04/2022

   
  Complaint: 18158075
  
  I am rejecting this response because: My complaint is not just related to being over charged on tax for the services but that you want to charge tax for the monthly membership. Membership billing is not taxed in the *****************. Once this issue is resolved, I'll be more than happy to pay my monthly membership.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 10/08/2022

  Hi ***,
  
  
  Thank you for bringing this to our attention. Apparently, as we checked on your account, your membership has already been canceled. It seems your card declined the subscription making the payment unsuccessful way back September.  This is the reason why there is a remaining balance as chargeback for the discounts and waivers you received on your appointment.
  
  
  Since the Membership plan has been canceled your card will no longer be charged for the monthly installments.
  
  
  **** Support
  
  

• Initial Complaint

  Date:10/01/2022

  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.

  ** Refrigerator not cooling. On Sept 16th **** technician **** came to evaluate problem and we paid for a service call; the fridge was then unplugged, and we purchased dry ice to avoid food spoilage. A tech was supposed to come the following morning, Sept 17th but that day we were informed that tech was in a car accident and that **** would come on the 19th. On September 19th repairs were made and we paid $1,632.75 for parts and labor. Even though parts are covered under ** warranty we had to pay for them upfront then seek reimbursement from **; this is not a sound business practice for a company claiming to be an authorized ** *********** made to **, but they stated it would *********** weeks to get their check.Because fridge temp was at 50 and system running compressor running 24/7 for a week, on Sept 27th booked appointment for that afternoon. Even though **** said repairs were guaranteed for 90 days the appointment showed a service charge. After appointment window we were informed that **** couldn't come, and a new date was set for September 28th. Later informed that date was cancelled, and a new date was set for September 30th morning also with a service charge. I called ************** afternoon of September 29th; informed that there should be no SC because of warranty but that tech couldn't come till October 3rd or 4th; rep was hard to understand due to heavy accent and made no mention that Sept 30th appointment was cancelled.After tech no show on Sept 30th I called ************ and was told that I would be notified by email when tech would come.**** is: hard to deal with, hides behind a wall of anonymity, doesn't keep promises, nobody seems to have any authority, is inconsistent in communications (sometimes text & other times email), has no centralized customer service and doesn't care that my food is rotting.

  

  Business Response

  Date: 10/02/2022

  Hi *******,
  
  Thank you for your initial repair request and for sharing your experience with our Support Team. 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 over the phone, we would need to send out a new technician to re-diagnose your appliance. As agreed, your appointment has been scheduled for tomorrow, October 3, 2022, around 1-3 PM. Our team is now looking for an available sealed system technician for you and if there is a time suggestion we will let you know. 
  
  Thank you so much for your patience during this matter and for allowing us to address all concerns.
  
  
  **** Support
  
  
  

  Customer Answer

  Date: 10/03/2022

  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, I received a message that the tech may not be here tomorrow between 1pm & 3pm.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:09/28/2022

  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.

  Back in June of 2022 i contacted **** to schedule a appt for my ** refrigerator At that time an appt was scheduled and also a coverage plan discussed and purchased which would cover all my household appliances.The tech was scheduled to come the following day in which he did,. He checked everything and told me it needed a compressor and he would need to order. A few days later he returned and installed the compressor, told us the fridge was all fixed and operating. The next day went out and filled the fridge and freezer with hundreds of dollars worth of groceries. Two days later the entire unit stopped working. Called **** and they sent tech back. He checked something else and said ok now it should work. Next morning NOT working again. Called multiple times and scheduled appts and he was either a no show or cancelled last minute. Called **** again and the tech came back out and "tried more fixes" 2 weeks later ****** not working again. put in another claim and the tech arrives checks fridge and the next morning not working. I have called **** for the past 2 weeks to get updates and every representative that answers tells me they need to escalate to a supervisor to see what to do. Hours later a supervisor will call and say they are escalating to HQ for a resolution. This has been EVERYDAY for the past 2 weeks. I have NOT had a working Unit in 3 months and they keep saying ohh we will send a tech and the tech arrives and says he cant do anything more. I have escalated multiple times and ZERO resolution Beyond Ridiculous

  

  Business Response

  Date: 09/28/2022

  Hi ********,
  
  

  We sincerely apologize for the inconvenience this has caused you and for the negative experience.
  
  

  We would like to thank you as well for allowing us to speak to you to discuss the matter. As discussed with one of our supervisors, an approval for the reimbursement is currently being worked on and once approved, we will be reaching out to you directly to update you.
  
  

  Thank you

• Initial Complaint

  Date:09/27/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a **** technician at my home in June 2022 . He could not fix my freezer as he said it was too complicated for him. I paid for the service call by signing his phone whee instructed by this technician. It turns out he signed me up for an ongoing membership at $42/month which I only found out on my bank statement. I called to explain to **** I never authorized the membership. They charged me $56 to cancel a contract I never agreed to. I called the company to complain and the Supervisor I spoke to said they do not refund charges regardless of the reason.

  

  Business Response

  Date: 09/28/2022

  Hi *****,

   

  We sincerely apologize for what happened and thank you as well for allowing us to reach out to you to discuss the matter.

   

  A refund has been approved for the amount that was charged back to you and regarding the additional request for the refund of the total payment made will be reviewed and we will be reaching out to you to give an update.

   

  Kindly check your email for any updates from us as well.

   

  Thank you

• Initial Complaint

  Date:09/27/2022

  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.

  The **** technician came on 9/22, He was courteous and prompt but did NOT give me an estimate before proceeding with the repair. I was charged $357 to replace a $58 door switch on a 4-year-old dryer that cost $467 brand new. I would NEVER have consented to a repair at that price. I felt like I had no choice since the work had already been completed.

  

  Business Response

  Date: 09/28/2022

  Hi ********,
  
  Thank you for letting us know of the situation and as we discussed this with the technician, he confirmed that he showed you the quote prior to him starting with the ******************** believes in complete transparency. We always provide upfront, clear, standardized pricing. All our technicians are highly skilled and the labor price we charge is based on our technicians' expertise & the quality workmanship we deliver. We always provide customers repair quote after our diagnosis, and we move forward with the repair only upon customers' agreement to the price. We never pressure customer into a repair they do not wish to be completed at the price quoted. We respect our customers to make the decision to repair or replace the unit, our technicians do not make that decision for our customers.
  
  We can apply a $20 discount for future service with ****.
  
  Thank you for understanding

  Customer Answer

  Date: 09/29/2022

   
  Complaint: 18136760
  
  I am rejecting this response because:

  The technician most certainly did not give me a total for the repair before the work was completed.  There is nothing to show that he did and my grown son was present agrees with me.  I purchased this dryer 4 years ago for $397.80. Common sense would prevent most people from paying $357 for a repair under these circumstances.  I would be willing to split the bill to have this resolved but a response that insinuates that I'm a liar is most definitely unacceptable. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 10/04/2022

  Hi ********,
  
  
  
  Thank you for getting back to us to clarify what happened to the service. We sincerely apologize if the quote is not discussed before the technician proceed with the repair. We have submitted an incident report for your technician to be followed-up internally. Unfortunately, we won't be able to honor a refund since the repair was done and we do not allow the customer to process the payment if not satisfied with the service. Thus, making the charges valid.
  
   We are still happy to assist you with a 10% discount on any future repair service. This is the least we could do to improve your experience.
  
  
  Thank you for your patience and understanding on this matter.
  
  
  
  **** Support

  Customer Answer

  Date: 10/06/2022

   
  Complaint: 18136760
  
  I am rejecting this response because: It is utterly ridiculous to refuse an adjustment based on the work having been done.  I felt I had no choice except to pay since the work was done.  I would not have proceeded with the repair if I had known the cost UP FRONT and before the work was completed as your website promises.  I certainly don't want a discount for a future service as I have no intention of using your service again.  I would like a refund in the amount of half of the bill.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:09/27/2022

  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.

  Sept 13,2022 we agreed to a contract with **** for a home warranty to fix our refrigerator & when the technician arrived, he told us he did not have the part we needed, he scheduled 3 other appts & then cancelled them but would return on monday 9/19 between 2 & 4 pm.. We were without refrigeration for almost 2 weeks before the technician finally fixed the appliance. We had to throw out a lot of spoiled food & no one cared nor did they offer to reimburse us This was after we paid an $89 service fee & almost $400.00 for the part, then when I called to cancel the contract they charged me another $125 cancellation fee when the contract stated if we cancel within 30 days we would get back the fees we paid

  

  Business Response

  Date: 09/27/2022

  Hi *******,
  
  
  Thank you for sharing your experience with the team. We were sorry for the negative experience you had.
  
  We understand that you wanted to have your refrigerator back to its working condition and we never intend to leave you with a non-working appliance for two weeks. After reviewing the details, we regret to inform you that our team won't be able to honor a refund. We want to offer same-day service but were unsuccessful due to parts availability. Our team has no control over the part being ordered especially part delays.
  
  The membership is an annual contract and since you decided to cancel, we would need to charge you for the discounts and waivers you received to pay for the regular cost of the service. We are still happy to assist you with a $20 discount on future services.
  
  Thank you for understanding how our process works.
  
  
  
  **** Support

  Customer Answer

  Date: 09/28/2022

   
  Complaint: 18132784
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 09/29/2022

  THE **** *** IS REFUSING TO REFUND OR REIMBURSE US FOR FOOD THAT HAD TO THROWN OUT

  

  Business Response

  Date: 09/29/2022

  Hi *******,
  
  
  Thank you for reaching out to us and letting us know of the issue. After checking the details of your appointment, we regret to inform you that we won't be able to honor a refund. We do understand the need of fixing your appliance right away but in your case, the part needs to be ordered. We do not have any control over the part being ordered as this depends on the courier. 
  
  The Membership plan is an annual contract since you decided to cancel, we would need to charge you for the discounts and waivers applied as if you paid for the regular cost of the service.
  
  
  We would still be happy to assist you with a $20 discount on future services.
  Thank you for understanding how our process works. 
  
  
  
  Best Regards,
  **** Support

  Customer Answer

  Date: 10/01/2022

   
  Complaint: 18132784
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 10/05/2022

  We have been getting the run around since day 1

  

  Business Response

  Date: 10/06/2022

  Hi *******,
  
  
  Thank you for reaching out to the team. We were sorry for the inconvenience this has caused. We understand that you wanted to have the repair done due to the food. Sadly, we won't be able to honor a refund as it was stated on the contract that if you decided to cancel the membership within 30 days, there would be no cancelation fee, but the discounts received will be voided. Also, we have no control over the part once ordered since it depends on the courier.
  
  
  Thank you for your patience and understanding of how our process works.
  
  
  **** Support
  
  

  Customer Answer

  Date: 10/08/2022

   
  Complaint: 18132784
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  We WERE charged a fee for cancelling of $124.79 on 9/26/22 , so why aren't we getting a refund for that???
  

  

  Business Response

  Date: 10/10/2022

  Hi *******,
  
  

  Thank you for getting back to us and we apologize if we won't be able to honor a refund.
  
  

  Here are the discounts received while you still have the membership and was applied to the services you had with ****.
  1163267: Total discount received- $142.06
  1156706: Total discount received- $32.71
  
  Total amount paid for the membership is only during the first month, amounting to $54.99. Since you canceled the membership, we would need to chargeback the total amount of discounts received less the amount paid for the membership as if you paid for the regular price of the service.
  
  
  

  Thank you for understanding
  

• Initial Complaint

  Date:09/27/2022

  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.

  Hello,I would like to file a complaint against ****. After finding a technician through a ****** search I was connected to ****. The technician was wonderful, so I decided to purchase a home warranty program. I have owned the full house membership two months. I delightedly shared my purchase to all of my neighbors encouraging them to also sign up. However My HAVAC went out yesterday (9/25/22). I used the app to report my claim no less than 4 times that day. It never did anything. I put in all of my details and then the app did nothing. No thank you, someone will call you. No nothing. Therefore, I called the support number 3 times in the course of the day! The first told me to wait and I would receive a call back. The second said maybe I should uninstall and reinstall the app. The third said they would connect me with someone to help me and hung up on me. Completely confused even after calling, I booked an appointment in the app for a service (not a claim - since that did nothing) to have someone come out. I was given between 4:00 5:00. A few hours later, I was texted and emailed I must reschedule at the earliest two days from now because they were busy. It has been over 24 hours and I live in ******. I need working HVAC. This is not what I thought I signed up. I am ok to wait but not just be hoping someone might or might not call me. I was so confused and unsatisfied I sent an email to cancel my membership the following day and explaining my troubles. They had the nerve to send me a bill! Sales Security & support fee waiver$12.42 Protection Discount$100.27 Cancelation Fee$25.00 Subtotal$137.69 Sales Tax$11.43 Total$149.12 Paid with: **** ***************** I replied that I was unsatisfied and got no service and that I desired a credit. I also told them that that I would report them to you if they did not rectify this matter. I have received no response.Thank you for your assistance.*************************

  

  Business Response

  Date: 09/27/2022

  Hi ******,
  
  
  
  Thank you for providing your feedback and letting us know about this issue. Were sorry to hear of your less-than-satisfactory experience and hope you will accept our sincerest apologies.
  
  
  We tried calling you to discuss your concern in detail but to no avail. After checking the details of your appointment, we can honor a full refund for the chargeback amounting to $149.12. We would like to confirm the last for digits of your card so we can process it right away.
  
  
  Thank you for bringing this to our attention. Hopefully, ou will give us the chance to improve your experience.
  
  
  **** Support
  
  

• Initial Complaint

  Date:09/25/2022

  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.

  The nature of my dispute is how **** conducts their warranty service.It is not adequately explained to the consumer purchasing the warranty. My husband had a technician fix our dryer sell him this warranty product. The warranty does not cover future repairs, it only 'reduces' the cost of those repairs.The fee that was quoted to my husband for the warranty was $7.99 the actual amount deducted monthly was $8.45.When we questioned this there was no explanation given. When we stated we wanted to cancel the warranty we were sent an email to do so but we were not told that there would be a cancellation fee charged. If the purchaser wants to cancel the warranty a cancellation fee is charged. The fee that was charged was over 4x the amount of the monthly fee. $35.11.The consumer is not quoted any of this in writing. I feel this wrong.I would like a refund of the cancellation amount only. Not the monthly fee that was charged for approximately 4-5 months.I feel that the business practices of this company should be evaluated as they seem to be less than fair to the consumer.

  

  Business Response

  Date: 09/25/2022

  
  Hi *****,
  
  
  Thank you for speaking with me today. We were sorry the plan was not fully explained to you. As discussed, our team has approved a refund for the chargeback amount of $35.11. Please wait for 3-5 business days for it to be processed.
  
  Thank you for your understanding on this matter.
  
  
  **** Support

• 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,
  
  *****************************