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:12/09/2024

  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 for repair of refrigerator on Thursday, November 14, 2024. We had water on the floor. A technician came, did some work, paid the company with a tip to the technician and he left. The refrigerator leaked water again. Called the company but did not get any response. The phone kept ringing. I would like to be refunded my money.

  

  Business Response

  Date: 12/10/2024

  Hi *****,
  
  Thank you for bringing this matter to our attention.
  
  After a thorough review, we confirmed that the repair was completed on November 14 between 1 PM and 3 PM. On November 15, 2024, you contacted us requesting a copy of the invoice for the repair conducted the previous day, which we promptly sent to you via email. However, we have not received any prior communication regarding a leak or any other issues with your refrigerator. Please note that our call center operates Monday through Friday from 6 AM to 5 PM PST, and on weekends from 7 AM to 3 PM PST.
  
  Regarding your current concerns, we have a standard procedure for processing refunds. Before proceeding, we must dispatch the technician for reassessment of your unit, as it remains under a 90-day guarantee. This reassessment will be conducted at no additional cost to you. Utilizing your guarantee allows us to address any potential underlying issues with the unit and ensure comprehensive resolution.
  
  Kindly fill-out the below information for our guarantee team to assist you asap. 
  
  ***********************************
  
  If you have further questions or would like to schedule the reassessment, please dont hesitate to reach out.
  
  
  
  Sincerely,
  Aj
  **** SMM Team
  **************
  
  
  
  
  

• Initial Complaint

  Date:11/29/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Wednesday 11/27 2024, I reached out to **** to send an appliance technician to replace a gasket in my washing machine, as it had worn out and considerable mildew was building up. I received an email from **** telling me they are unable to fulfill my request directly but have arranged for a "local trusted partner to handle the job". The partner, *** Appliance Repair", called me multiple times to schedule a site visit, and came out to my condo with a new gasket. **** partner proceeded to take the washing machine apart, and appeared to replace the gasket. They put the machine back together and ran a cycle to show me that the gasket was working. They had me sign an invoice, and send them $411 through zelle.An hour later, I noticed that the washing machine had a funny sound, so I examined the work done again, and the gasket was not changed at all. The trusted partner did not install the new gasket, and has not responded to my follow up phone calls. They scammed me, and **** was an accomplice to this, leveraging their "trusted partner" language to manipulate me to trust a scammer into coming into my home, taking my money for services not rendered, and disappearing.

  

  Business Response

  Date: 11/30/2024

  Hi ******,
  
  Thank you for reaching out and sharing your experience with us. We sincerely apologize for the inconvenience and frustration you experienced with the service from our partner, ********************
  
  We recognize the importance of having your appliance repaired accurately and promptly, especially given the issues you've described. It is unacceptable that the gasket was not replaced as agreed, and we appreciate you bringing this to our attention.
  
  Currently, we advise you to dispute the $411.00 payment you made via ***** with your bank, as this payment was directed to the lead partner. We will also contact the local partner to gather their feedback and will keep you informed of any updates regarding your situation. Additionally, we will escalate this matter to higher management for further investigation and to work towards a resolution for you.
  
  Thank you for your patience and understanding.
  
  We want to clarify that, based on the information you have received, **** will not be responsible for any issues that arose during the technician's service. Please note that the technician is the sole recipient of the payment for this service; we do not receive any portion of it.
  
  If you have any further questions or need assistance, please dont hesitate to contact us. Were here to help!
  
  
  
  Best regards,
  Aj
  **** SMM Team
  **************

  Customer Answer

  Date: 11/30/2024

   
  Complaint: 22619036
  
  I am rejecting this response because:
  

  As the business may know, there is no way to dispute a Zelle transaction once sent. Although **** just brokered the transaction, and  did not receive the payment for the services (which were fraudulently rendered), they are the party responsible for connecting this individual to me, verifying them as a trusted partner, and sharing my contact information with them. They are the source of this vulnerability, determining this individual as a trusted partner and describing them as such to me. I let this individual into my home and am thus incredibly exposed, especially during this dark time amidst the holidays.
  
  I hope they will do what is right to both resolve this and improve your system for future customers.

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

  

  Business Response

  Date: 12/02/2024

  Dear ******,

  
  Thank you for getting back to us.
  
  Please consider the following steps to dispute a Zelle payment:
  
  Contact the Recipient:
  Start by reaching out to the recipient to resolve the issue directly. Clearly explain the situation and kindly request a refund.
  
  For further assistance, please contact the lead partner, **** ******, at ******************* or *****************.
  
  Report to Your Bank:
  If the recipient is uncooperative, contact your bank to report the dispute. Be prepared to provide transaction details, any relevant documentation, and a clear explanation of the issue.
  
  Bank *************************** will investigate the matter and may communicate with the recipients bank to seek resolution. If the dispute is found valid, your bank might initiate steps to recover the funds.
  
  We want to clarify that while youve chosen to proceed with the lead partner, it is important to note that we cannot be held liable for any potential damages caused by the technician. This aligns with the notification shared with you before the lead partner technician began work on your unit.
  
  For reference, weve attached your agreement, which includes a clear statement that all matters of indemnification are to be addressed by the lead partner and not by our team.
  
  If you have any concerns, please direct them to **** ******.
  
  Thank you for your understanding and cooperation.
  
  
  Sincerely,
  Aj
  **** SMM Team
  **************

  Customer Answer

  Date: 12/04/2024

  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.
  

  I want to clarify that this resolution was entirely dependent on your suspending the partners account. Following that action, the partner finally responded and with enough pressure and triaging with ****, sent my money back to me  

   

  I hope you will do this for future customers and do better due diligence so vulnerable customers are not exposed to such malignant behavior on the part of scammers referred as trusted partners  

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

• Initial Complaint

  Date:11/21/2024

  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.

  November 21, 2024 $80.10 An appliance service tech was suppose to come to my house and evaluate the problem with my fridge and why the **************** was warm The nature of this dispute is the tech never tested anything, he came and looked at my fridge, took off the bottom panel and just looked at it, never took out any tool, tester, gadget to test anything He then looked in my fridge and seen that it said replace water ************ filter, he pulled out the air filter and it was clean and then he proceeded to tell me the reason why my fridge was warm was due to I did not replace the water filter which has nothing to do with why the fridge or the freezer is warm.I feel that I was cheated for a service call by them sending a technician that clearly has no education in appliance repairs which means it as all fraud in my eyes. A real service tech has the tools, gadgets, etc to test many things on appliance to see what is working and what is not. After reading the reviews I realized that I am one of many that have been scammed from this company by them saying they are appliance repair techs but they are not licensed or skilled in any knowledge to repair anything. A service technician testing a Kenmore Elite refrigerator that isn't cooling the fridge or freezer will likely check the following: power supply, thermostat settings, door seals, condenser coils for cleanliness, evaporator coils, defrost system functionality, compressor operation, refrigerant levels, electronic control board, and any internal air flow issues; they may also check for any error codes displayed on the control panel to pinpoint the problem. The technician showed up looked at the fridge, seen the light was on to replace air filter and water filter and said that was my issue but clearly telling me the air filter was spotless and the water filter needed to be changed was not what he was supposed to be there for. He did not do his job and I think I was scammed

  

  Business Response

  Date: 11/24/2024

  
  Hi *****, 
  
  Thank you for bringing this matter to our attention. We sincerely apologize for the experience you had during your recent service call on November 21, 2024. Your feedback is extremely valuable to us, and we take complaints like this very seriously.
  
  We understand your frustration regarding the evaluation process and the technicians approach. A proper diagnostic visit should involve a thorough inspection using the appropriate tools and testing methods to accurately identify the root cause of the issue. Based on your account, it appears this standard was not met, and we deeply regret any inconvenience or dissatisfaction this may have caused.
  
  After discussion with the management, we are offering a refund for the payment of $80.10 you made. 
  
  To process this may we verify the last 4 digit of your **** card number 
  to credit this back right away. 
  
  Should you have any questions or need assistance in the future, please feel free to reach out.
  
  
  
  Sincerely, 
  Aj
  **** Refund Team
  **************
  
  

  Customer Answer

  Date: 11/24/2024

  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:11/20/2024

  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.

  Used **** for a microwave repair. They offer a membership program for discounts for appliance repair. I declined membership verbally when speaking to staff on the phone . With out me noticing, they had applied a membership fee to my service invoice. Among the charges was a $12.90 membership fee. I received an email the following month saying the monthly fee would be due soon. Thats when I realized they had signed me up for their membership program even though I had verbally told staff I was not interested. I reached out to them and they asked me to fill out their online form to cancel the membership (which I never wanted) and they happy to have a $48 cancellation fee. Very deceptive practice on their part. I would like the $12.90 back and no further charges from this company.

  

  Business Response

  Date: 11/21/2024

   

  Hello, *******. 
  
  
  Thank you for sharing your feedback with us and we are truly sorry for the dissatisfaction. 
  
  
  We understand that you declined and did not agree to any membership subscription with us. However, our record shows that a secured payment link was sent to you after your repair appointment that you used to process your payment, and you opted to pay the discounted price which signed you up with the Click and Fix standard. 
  
  Nonetheless, we have manually canceled the membership on our end. Our usual process for cancellation as per our Terms and Conditions, since the discount you received is more than the amount you paid for the membership fee of $12.90, a charge back of the difference between your member savings and the membership fee should be collected. However, as a one-time courtesy, we can process a refund of the said chargeback, though it seems that you have been able to stop the payment for the upcoming charge on your card, hence, the charge did not go thru. 
  
   You may call us at ************** for questions or immediate assistance. 
  
  
  
  Sincerely, 
  Dince
  **** Support
  
  

• Initial Complaint

  Date:11/15/2024

  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.

  Dates of service: 9/8, 9/11, 9/30, 10/5, 10/11 Issues for which I called company: Broken icemaker, and water leakage in chiller Money paid: $136.26 on 9/8, $377.92 on 9/11. After which both issues were supposed to resolved, icemaker was changed and technician said a frozen pipe caused leaking which was fixed through service. 90 day guarantee as per website. Called customer service again, and technician arrived on 9/30 and said fan motor is not working , causing continued leaking and its a new problem. For me it was the same original problem, leaking in chiller. Technician returned on 10/11 and changed fan motor. Paid $ ****** on 10/******** Money paid = $713.09 Still leaking continued. Contacted customer service ********* they sent another technician who demands $450 and says whatever the previous technician did was not needed. And that pipes are frozen and need to pay this money to unclog. Why did they change the motor? why did they charge for unfreezing the pipe? and what about the 90day guarantee? When I asked for guarantee, the customer service keeps sendign emails that they are in touch with technician for the last 1.5months. Now after 2.5months, they are saying I need to pay $450 again to fix the issue. I would like a refund of all my money since my original issue with water leakage is still not resolved and I have spent much of my time and efforts in the back and forth, spent $713 and still left with MOLD in my fridge before the holidays,

  

  Business Response

  Date: 11/16/2024

  Dear ********,
  
  Thank you for reaching out and providing the details of your experience. We sincerely apologize for the frustration and inconvenience this has caused, especially considering the time, money, and effort you've already invested in trying to resolve the issue.
  
  Following the second ************ assessment, it was determined that the ice maker and fan motor did not require replacement. Based on this, we would like to offer applying the payments from appointments *******, *******, and ******* toward the recommended services from the new technician, which include:
  
  Unclogging the refrigerator drain pipe
  Performing maintenance on the water tube
  Sealing the ice maker box with specialized silicone
  The total cost for these services is $472.00, broken down as follows:
  
  Standard no-parts repair (extra sealing and general maintenance): $253.00
  Clean drain hose: $52.00
  Bioline maintenance: $31.00
  Ice buildup removal: $136.00

  Please let us know how you'd like to proceed.
  
  Thank you again for your patience and attention to this matter.

  
  
  Sincerely,
  Aj
  **** Refund/SMM Team
  **************

  Customer Answer

  Date: 11/16/2024

   
  Complaint: 22563791
  
  I am rejecting this response because:

  I paid total of $713 so far, so if we do these fixes which according to you are for $472, how and when will I get refund for remaining amount $241? Also what is the guarantee the problem will be fixed and I dont have to keep chasing to get thar $472 back or fridge fixed?

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

  

  Business Response

  Date: 11/18/2024

  Dear ********,
  
  Thank you for your patience throughout this process. We recognize that the initial repair did not fully resolve the issue with your unit, and we sincerely apologize for any inconvenience this has caused.
  
  To ensure the problem is properly addressed, we would like to send the second ********** to thoroughly overhaul your unit's issue. We appreciate your understanding and would like the opportunity to make things right.
  
  After the second ********** completes the necessary repairs, we will refund any difference between their quote and the amount you have already paid for the initial service.
  
  Could you please provide a convenient time for us to schedule the visit of the new **********? We are committed to resolving this matter quickly and to your satisfaction.
  
  
  
  Best regards,
  Aj
  **** Refund / SMM Team
  **************

  Customer Answer

  Date: 11/18/2024

   
  Complaint: 22563791
  
  I am rejecting this response because:

  Second technician already visited and provided quote of $450. However, I have paid total of $713 so far.

  Need **** to :

  fix my appliance and refund the balance $713-450 = $263 

  OR

  refund the entire amount of $713.
  
  Sincerely,
  
  ******** ****

  

  Business Response

  Date: 11/19/2024

  Hi ********,
  
  Following our recent conversation and the attached details, here is a summary of our commitment to resolving your issue:
  
  Our primary goal is to ensure that your issue is fully resolved to your satisfaction. If the upcoming repair by the new technician does not completely address the problem, and the issue persists, we will gladly arrange another visit at no additional cost to reassess the situation. Your 90-day guarantee will remain valid from the date of the most recent repair.
  
  Should the issue continue, we will escalate the matter to a senior technician for a more comprehensive solution.
  
  Please be assured that the refund will be processed once the new technician has completed the repair. 
  
  Thank you for giving us the opportunity to address this by sending the second *********** We have now scheduled the service for Friday, Nov. 22, 2024, between 9 AM and 4 PM, as agreed with the *********** We are hopeful this visit will fully resolve the issue with your unit.
  
  
  Best regards,
  Aj
  **** Refund Team
  **************

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22563791
  
  I am rejecting this response because:
  

  The second ********** visited today 11/22 morning and did a few things (no parts repair, but some servicing). I have noticed few drops of water in the chiller this evening on 11/22, but will know more by tomorrow if water is starting to pool again like before. If thats the case, I request full refund of the monies I paid so far to **** to get this fixed which is $713.

  If tomorrow however, water leaking is rectified, **** still owes me refund of $263. This is as per email exchange with customer service.

  There has been no discussion on refunds so far so I am rejecting this response and will update tomorrow regarding status of leaking.

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

  

  Business Response

  Date: 11/26/2024

  Dear ********,
  
  We sincerely apologize that the second repair attempt did not resolve the issue with your unit. As discussed in our recent email correspondence, a refund of $624.07 has been processed as per our agreement. This amount has been credited to your ****** account and should reflect on your card within 35 business days.
  
  Please see attached file for reference. 
  
  If you have any questions or require further assistance, please dont hesitate to reach out via email or by calling us at **************.

  
  
  Best regards,
  Aj
  Refund Team
  **************

• Initial Complaint

  Date:11/12/2024

  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 have a whirlpool stove and the codes to the fan are malfunctioning, I called the company and they said that they would send a technician to my home address listed on this issue... but stated that they need a deposit in this amount before anyone can come out. My appointment was scheduled on 11/11/24 and took the day off work to make sure that I was home for technician to show. The technician scheduled for repair never showed up and never received a courtesy call of the no show no call. So this morning I contact **** and there response to me was, " I'm sorry, may we send another repair technician out", I said no, I no longer trust or would like to continue doing business with ****, please return my money and I will look else where. **** is now telling my that I am not entitled to a refund of the money I paid up front to them for PARTS AND LABOR. This is something that was NEVER DISCLOSED to me up front. I have continued to ask for my refund, due to NO CALL NO SHOW, AND NO COURTESY CALL TO RESCHEDULE. A refund for my money would be appreciated. The only information they took from me was my name, address, email and debt card information.

  

  Business Response

  Date: 11/13/2024

  Dear *********,

  Thank you for sharing your experience. We sincerely apologize for the frustration this situation has caused. We understand how disappointing it is when expectations aren't met, especially when time and trust are on the line. Please know that we take your concerns seriously and are committed to resolving them.
  
  Let us have a brief context on what had happened. On November 5, 2024, a 15% deposit and a service call fee of $129.19 were processed. Our technician diagnosed the issue as a malfunctioning cooling fan, caused by an F8E0 error, which requires a replacement part.
  
  In regard to scheduling:
  
  On November 7, 2024, the technician informed us that the part was still in transit, and one of our service request team informed you about this and you requested rescheduling for either November 8 or 9, 2024, between 12:00 PM and 2:00 PM.
  The technician proposed Monday, November 11, 2024, within the same window, but unfortunately, did not show up as scheduled.
  We deeply regret this inconvenience and are addressing the matter internally. After reviewing your refund request, we are prepared to issue a partial refund of $40.19, excluding the service call fee, which covers the technicians travel and diagnostic work.
  
  To expedite this process, could you please confirm if your **** card ending in 6633 is the one we should use for the refund?
  
  We would also like to offer you a 10% discount as a gesture of goodwill to make up for the inconvenience this has caused.
  
  
  
  Sincerely,
  Aj
  **** Refund Team/ SMM
  **************
  

  
  

• Initial Complaint

  Date:10/31/2024

  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 contacted **** online to look at my washing machine. They came out that day. No tools , didnt touch the waahing machine and told me i needed a new belt and and to clean it. Theyd give me a estimate by email the next day. Charged $98. No receipt. I have the number called only and the repairmans name and phone number.

  

  Business Response

  Date: 11/01/2024

   

  Hello, *****. 
  
  
  Thank you for sharing your experience with us and we are sorry for any dissatisfaction. As the team checks on the details of your appointment and confirms your technician's inspection report, we were advised that the drum of the appliance visibly was misaligned. When turning on the machine, it immediately crashes. Given the visual state of the drum, he recommended to replace the said part.
  
   We are sorry that the repair needed for your appliance is expensive, however, please be advised that ****' standard pricing estimates are based on the average rates in and around your state. Our technicians do not base the repair cost on the time they spent working on the appliance, the pricing is determined by which part is needed to be replaced. Additionally, all our technicians are highly skilled and well-vetted as they have sufficient experiences in doing appliance repair. 
  
  
  Having said that, we regret that we are unable to refund the $89 service call fee as this fee was used to connect you with the technician who traveled to your location, diagnosed the appliance and provided you with a recommendation for repair. We'd still love to assist you and complete the repair with a $50 discount on the total repair cost as we see that your follow up repair appointment is currently scheduled for 11/13/2024 between 8 and 10 am. 
  
  
  
  Please call us at ************** for questions or immediate assistance. 
  
  
  
  
  Best regards, 
  Dince
  **** Support
  
  

• Initial Complaint

  Date:10/28/2024

  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.

  Approximately June 30, 2024, we called to have a Pols ********** come out to fix our washer. A ********** came out and diagnosed that we needed a lid lock mechanism. During the install, he broke the s**** for the lid lock. Second ********** was caught on film not doing any repairs. Third ********** was supposed to order parts and never did so. Subsequently, they notified me that the parts was not covered under warranty. After I paid $540, my washer is still not working. I called to file claim, and they wanted to charge me $85. I called to cancel service and they wanted to charge me $95. Washer still not working. Through all of this, every time I complained, they sent me a canned email. This process was very frustrating.

  

  Business Response

  Date: 10/29/2024

  Hi *****,

  Thank you for reaching out to us and sharing your experience. We sincerely apologize for the inconvenience and frustration you've faced with your washer service. We acknowledge that we have not met our standards, and we understand how disappointing this has been for you.
  
  Your concerns are very important to us. To address the situation, we would like to propose a resolution. We will apply your initial payment to the new quote provided by the technician, Jabrryah, and any remaining balance will be charged to you. If this solution does not work for you, please let us know how youd like to proceed.
  
  Our goal is to ensure your washer is functioning correctly or to discuss a fair compensation.
  
  Thank you for your patience, and we appreciate the opportunity to resolve this matter for you.
  
  
  Sincerely, 
  Aj
  **** SMM/ Refund Team
  **************
  
  
  

  
  

• Initial Complaint

  Date:10/28/2024

  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 became a member of the **** home Services on Apr 2024. I call **** to repair my ice maker in my refrig.. On Sat 7/27 the tech ******* ****** came to my house and told me to order part W10882923 from ****** he charged me ****** that day. Then on Mon July 29 ******* ****** came to my house and installed the part I rec'd from Amazon and charged me another ******. On 7/30 I text ******* and let him know that the ice maker still was not making ice. He reply back in a text msg that I still have "Sorry to hear that ma'am. Let me get a follow up appointment set up. There won't be any charge." 8/2 & I still have not heard anything back or seen *******. I sent him a text on 8/2 I'm suppose to sched the follow up appt or were you going to?" I rec'd no reply back. 8/5 I sent another text msg " Hello *******, should I contact **** to get anther appt my ice maker is still not making any ice after you replaced the part. Pls let me know what I should do. Thank you". He replied on 8/5Yes ma'am sorry for the late response. Let me get an appt set for this Wed 5pm. I will get it all setup. I waited for him& he never showed up.He changed the appt to Aug 7th and never showed up and he kept changing the day of the appt and never showed up. I called Puls& they would say he is waiting on a part.On 8/21 he texted me and said he had the part arriving later that evening and he would come tomorrow 8/22 from 5-7pm.Then on 8/22 he text me and said he got the part and it is the wrong part and was rescheduling for Monday @ 5pm. I waited for him Mon 8/26 and he never came and never text me back. I have not heard back from him. **** called me and ask me to pay another ***** for a warranty appt. then on Sun Oct 20 I rec any email from **** saying that cause I bought the part and that voids my guarantee and warranty. I texted ******* on Sunday and told him I was still waiting. Never heard from him but I can see he read my text. At this point I wantrefund$288.15 & cancel membership with ****.

  

  Business Response

  Date: 10/29/2024

  Dear *******,

  Thank you for getting in touch with us and sharing your experience. We sincerely apologize for the difficulties youve encountered with your ice maker repair and the communication issues with our technician, *******.

  We understand how frustrating it can be when an appliance isnt working correctly and when follow-up service falls short. We aim to provide our members with excellent support, and its clear we have not met those expectations in your situation.
  
  Regarding the charges and warranty concerns, we want to address this properly. We have approved a refund of $319.13, and to process this quickly, please verify your credit card number.
  
  Your satisfaction is important to us, and we are committed to making this right.

   

  Sincerely, 
  Aj
  **** Refund Team
  **************
  
  
  
  

  
  

  Customer Answer

  Date: 10/30/2024

  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:10/25/2024

  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.

  **** ******* and ******* ******* Phone numbers *****************-207-9911 10/17/24 Service ID *************** Technician : ************** Call We inspected the refrigerator thoroughly for potential safety or functionality issues. The f any contributing causes were identified, a solution was recommended and a firm price to issue was presented.Above is the technicians written response to the refrigerator malfunction.There is no mention of any specific part that needs to be replaced or cost of labor. I made numerous calls and requests to provide this in an invoice and they kept saying they were trying to reach the technician. They finally said on 10/23 that they were sending another technician for free but then said they were sending someone else and I would have to pay.

  

  Business Response

  Date: 10/26/2024

  Hi ****, 
  
  Thank you for bringing this matter to our attention and we would like to apologize for the inconvenience and distress that you went through. 
  
  We understand the frustration caused by this incident and we acknowledge our shortcomings as well since we could have handled this matter better on our end. Nonetheless, the team has reviewed and looked into the details of your appointments, and it has been decided that we will proceed to refund the $96.92 that you paid during the initial service. 
  
  Since we were unable to assign a **** in-house technician who was supposed to rediagnose the unit for free as provided before, the service request was transferred to our partner company Ready Up which is an independent service provider that operates on its own terms and conditions. Thus, they will be responsible for managing all aspects of the service, including pricing, guarantee, and technician follow-ups.
  
  The team has sent you a separate email to confirm the last four digits of the card that you used to proceed with the refund. 
  

  
  Regards, 

  **** Support Team