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:07/25/2022

  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.

  I REQUESTED A STOVE TECHNICIAN BECAUSE 3 OF MY ELECTRIC STOVE TOP BURNERS ARE NOT WORKING. TECHNICIAN DEANROY CAME OUT TO LOOK AT MY PROBLEM. HE TALK FOR 15 MINUTES THEN HE TOLD ME HE WAS GOING TO ORDER THE PARTS FOR MY STOVE. I HAVE TO CALL HIM SEVERAL TIMES AND HE ONLY ANSWERED TWICE AND SAID WAS GOING TO CALL AGAIN TO TRY AND GET THE PARTS THIS WAS JUNE 20, 2022, AND NOT JULY 25, 2022, HE DOES ANSWER MY CALL AND HE TOOK MY MONEY TO DO NOTHING IN RETURN. I NEED MY MONEY SO I CAN FIND A REAL TECHNICIAN WHO KNOWS WHAT HE'S DOING. DESTROY SCANNER. WHO HAD NO INTENTION OF REPAIRING MY STOVE.

  

  Business Response

  Date: 07/26/2022

  Hi ******,
  
  
  Thank you for speaking with me today. We are sorry to hear that you have had such a negative experience. We never intend to put you on such a long delay. Sadly, we won't be able to honor a refund for the $89 since it was used for the inspection but as talked about, your technician confirmed that he needs to order the parts from Avanti. We asked him to give us an update before the day ends. If we weren't able to have any update on this, we can send a new technician to re-diagnose your appliance. We are looking into this issue and hope to resolve it promptly and accurately.
  
  
  Thanks so much for bringing this issue to our attention.
  
  
  Best Regards,
  **** Support

• Initial Complaint

  Date:07/22/2022

  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 28 June 2022, I contacted this company via internet because my ice maker quit working, A tech came out and said he'd return in a few hours to replace the original whirlpool ice maker. He returned and installed an ice maker. Charged $579.30 About 14 hours later it dropped some ice but began making a loud buzzing noise. I contacted this. company via internet. Explained the problem and they sent out another tech, He stared into the freezer briefly and proceeded to tell me it wasn't working and making the loud noise because I adjusted a thermostat. I never touched anything in the refrigerator. He shrugged his shoulders and demanded payment. $225.16 That night, it dropped a few ice cubes but began making the noise again and the ice maker stopped working.$804.46 I called and spoke to someone. I complained online via messenger. They sent they same man out here that installed the ice maker. He said there was nothing wrong with the ice maker. Told me to make a video of the noise. I did. He gave me his personal cell # and I text him what was going on and that he needed to come back and repair the ice maker. He informed me then that the problem was the panel underneath the ice maker. Not the ice maker itself even tho he installed a "new ice maker".Again - I reach out to ****. They send him again. This morning. He comes in and begins to tell me that the arm bar was done on ice maker and that's why I had no ice. That's just wrong. The sensor arm stays up while the ice maker is full and down when it's out - prompting more ice. (Either way, we tried up and down. Nothing)He sneered at me - saying we needed to prove that the ice maker wasn't working. Told me to make another video and packed up to leave. While doing this, I recorded him stating that the ice maker wasn't the problem. It was the wall underneath the ice maker. So why replace the ice maker? Why not fix the problem he described. He walked out.

  

  Business Response

  Date: 07/24/2022

  Hello ******,
  
  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. 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 send a technician who can re-diagnose you appliance, should you decide to schedule a repair request with us. 
  
  
  This is the least we can do at this time to make up for our oversight. Kindly let us know how would you wish to proceed.
  
  Thank you so much for your patience during this matter and for allowing us to address all concerns.
  
  

  Customer Answer

  Date: 07/30/2022

   
  Complaint: 1761220

  This has been going on for a month.  I paid almost **** dollars to replace an ice maker that wasn't broken.  Your technician that installed the ice maker knew the problem was under the ice maker - on the back wall.  He didn't get specific but he said this after I sent a video of the noise it makes after he installed this ice maker.

  I was very clear about my reason for having you send someone back two days later because the ice maker stopped working and the noise coming from the refrigerator was louder than ever.  A man came out - not knowing anything about the situation.  He walks in my kitchen and 5 minutes later he told me "I shouldn't have changed the thermostat".  I never touched the refrigerator or thermostat.   I asked him what else was wrong and he shrugged his shoulders at me then proceeded to charge almost $300 for doing nothing.  Then you sent the ice machine installer back who again, did nothing.   

  I don't wish to deal with your company any further.  I'll wait until it stops making ice again and call the Whirlpool dealer.  I had no ice during Fourth of July weekend.  I was without ice while my family was here.  Had to get dirty bags from the 7elven.  

  I would like all the money credited to my the credit card I used.

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

  

  Business Response

  Date: 08/03/2022

  Hi ******,
  
  Thank you getting back to us.

   

  As we are having your concern reviewed, we apologized as we are unable to honor a refund  until we figured out what was causing the appliance not to work, if it related or not related to the initial repair done. If you no longer wishes to  have another Technician out from ****, we would require a diagnostic report from a different service  provider we can review.

   

  Thank you so much for understanding and please let us know how you wish to proceed.

   

• Initial Complaint

  Date:07/22/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i needed service on my fridge because the ice maker was not working. i contacted **** who send a tech on Sunday the 3rd of july to check or check out the problem. the tech arrived but said he was unable to indentify the problem since he did not have the template to indentify the codes.he promise to return on tuesday since monday was a holiday and i had to pay. i comply. to this day i have not seem or heard from the tech. i called the company over half a dozen times. they keep telling me they will call the tech and i must call back the following day.today the 7/22/2022 they hung up y the telephone when i requested a return of my fees of $117.00

  

  Business Response

  Date: 07/24/2022

  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. 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 send a technician who can re-diagnose you appliance, should you decide to schedule a repair request with us. 
  
  If you have already made other arrangements and had your device repaired,  we would like to ask if you can send us their report for us to know if we misdiagnosed the appliance. If yes, we would be anbe to evaluate your request for a refund. 
  
  This is the least we can do at this time to make up for our oversight. Kindly let us know how would you wish to proceed.
  
  Thank you so much for your patience during this matter and for allowing us to address all concerns.
  
  

  Customer Answer

  Date: 07/26/2022

  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.
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 08/23/2022

  Please be inform that the company that took my money and fail to even diagnosed or return to do such, is now refusing to refund my money. As of today the problem with the fridge is not known or check and they have received payment. Please refer to complain #********. It's pass reasonable time.

  

  Business Response

  Date: 08/23/2022

  Hi *****,

  Were sorry to hear of your less-than-satisfactory experience and hope you will accept our sincerest apologies.

  We tried reaching out to you via phone call but to no avail and sent an email as well providing resolution to your claim. We re-evaluated your refund request and would like to inform you that we can now proceed with the refund of the Service Call Fee.

  Thank you for your patience and understanding,

  **** Support

  Customer Answer

  Date: 08/27/2022

  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:07/19/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  6/8/2022 my husband googled to search for refrigerator repair. Never do this - find a love person reference before you hire. Our 6 yr old double ice maker refrigerator stopped making ice.From 6/8-7/19 this company has stood us up 5 times on appointments .When Tech showed finally for 1 at assessment said we needed to replace both ice machines and 2 waterlines.When I asked what was the problem why all that - he said I dont know what the problem is , this is just our company policy . I should have listened to my inner self that told me that didnt sound right.Waited for part to come in - the came out again & installed & charged us $733. We paid .1- 2 - days a week We still had no ice.Based on poor communications , red flags and obviously their not rectifying the problem .I said I wanted a full refund.Communicating is never w a love person. This is a scam w/ 3 disconnected parties- but connected by $$.No accountability what so ever.Never could talk to a person on ****- only dispatchers who sounded like the were in a barn. Only emails telling us they would not refund us.So we caved- tech came out took out one ice maker and said it was broke - he needed to order a part.I said oh no- I bought this new and your wanting to order part for it.I want a new one. Mechanic left and told me he couldnt and to file a email complaint.They eventually replied and denied yet again refund or new machine.Here we are almost 2 months later $733 short and no ice. Big kicker is after he installed broken new bottom ice machine it leaked water into our freezer

  

  Business Response

  Date: 07/20/2022

  Hi *******, 
  
  Thank you for sharing your experience and for bringing this to our attention.
  
  
  We are truly sorry again that we won't be able to proceed with the refund as the technician who went for a guarantee diagnostic was able to confirm with us that the initial repair which was the Ice maker replacement is working and the technician also sent us photos of it. We won't be able to honor a refund too as the technician also added that he noticed a part was broken on the ice maker, and you told him that you tried to install a part you thought was not installed properly which caused the part to be damaged. 
  
  The best resolution we can offer to rectify this concern is to have the technician fix the ice maker which you agreed to and the appointment is scheduled for today.

  We appreciate your patience as we were getting this resolved for you. 
  
  

  Customer Answer

  Date: 07/22/2022

  Hello -

  So my husband made appointment for **** to come Monday.

  No one shows up - no one called.

  I got a random call from technician Tuesday ( Ive only spoke with scheduler company in past ). The technician offered to come replace the ice machine they installed w a new one- no charge. I said , ok to his offer to come at 9 am today .

  Just before 9 am - he texted & asked for model # . He said he would have to come between 3&5.

  It is now 7:59 pm. I texted him at 6:30 and asked why he didnt come . No answer. Then I got this voice message from the scheduling department - very strange and this has happened 2 other times on their now 8 missed appointments . The scheduler ( always hard to understand as they are foreign ) admits they dont get a response from tech- but are checking in with us to see if he arrived and did the work . Of which - he did not .

  
  Just building the file with proof- this is a scam. 

  As you and I conversed last- by your suggestion and our frustration we will terminate any further appointments ( they miss 3 times as many as they have showed up).

  Please proceed to finalize this and reward our compensation

  Customer Answer

  Date: 07/22/2022

   
  Complaint: 17590092
  
  I am rejecting this response because:
  

  Per: 7/20 email from ****-

  
  As shared with you Wednesday , the company didnt show up at 9 am scheduled appointment they gave us. The tech called me & asked to come at a later time while he was picking up new machine for us across town between 3-5 that day ( via email and text w/ technician ) and did not show up.

  
  I will go in and ** make remarks

    To 7/20 email 

  Even though  I gave your company more chances to come out this week to do as you said .. even though you left us hanging , abandoned us on 6 prior appointments we agreed & arranged for  your tech to visit this week - as of today Friday on 3 occasions and he never showed up.

  
  

  Each visit he was supposed to come. I have it in email - I have it from his personal text & I have voicemails .

  Your dispatch called us and said they couldnt get ahold of him , which has happened several weeks past same thing- even your company can not locate the tech.

  
  Your company sent us emails confirming appointments - but no one came .

  We have missed 6 days of work to meet your tech.

  
  But no one shows up and 3 times it happened this week.

  3: missed appointments this week alone!!!

  Monday , no call no show.

  9am  Wednesday no show

  3-5 pm no show  ( 2 times one day)

  
  The email 7/20 you sent us claims no refund

  The email says you will offer a technician to get in working order our 2 ice makers that we paid for.

  You failed 3 times this week to show up to complete what we hired you for **** 8.

  You failed what you explicitly said in 7/20 email to do - send repair tech to our home .

  
  Refund us our full payment today .

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

  Business Response

  Date: 07/26/2022

  Hi Natalie,
  
  
  Were sorry to hear of your less-than-satisfactory experience and hope you will accept our sincerest apologies.  Please know that a refund amount of $782.70 has already been approved by the team. Sadly, we won't be able to process it as of now since you filed a dispute on the 18th of July and another one today.  We would need you to drop the dispute for us to process the refund right away. Once dropped we can go ahead and endorse this to our Accounting team for processing. 
  
  Thank you for your patience and understanding of the process. 
  
  Best Regards,
  **** Support

  Customer Answer

  Date: 07/28/2022

  I am not satisfied with recent business response from ************************* one can read **** claims to have approved a reward of full refund in the amount of $782.70, however **** also attaches contingencies to move forward with refund, Sadly, we won't be able to process it as of now since you filed a dispute on the 18th of July and another one today.  We would need you to drop the dispute for us to process the refund right away. Once dropped we can go ahead and endorse this to our Accounting team for processing.
  
  The company sent this email to me and replied back , ccing the BBB . My reply basically was based on **** 2 months of documented inconsistencies I would not be dropping any disputes until the full refund in delivered to my personal account. The BBB should have this reply to **** on file. If a copy is needed, please let me know.
  
  I will keep all dispute files with the good people at the BBB & Nordstrom open until look **** fulfills their part , which is refunding my credit card or sending me a check for $782.70 as they have mentioned to have approved below. 
  

  Business Response

  Date: 07/28/2022

  Hi Natalie,

  We have sent you an email yesterday that the refund has been processed since we won the dispute.

  Kindly wait for 3-5 business days for it to reflect to your account.

   

  Thank you!

  Customer Answer

  Date: 08/02/2022

  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.Hooray!!!
  Accomplished - plz see the screen shots of the reimbursement from ****.
  Please let me know if you need anything from me.
  Really want to that you again for all your work. We hope that other customers who need appliance help will be able to avoid getting involved in poor service of **** .
  So glad to have this complete.
  Justice has been served .
  
  God bless 
  
  Sincerely,
  
  *****************************