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:03/13/2025

  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.

  I contracted with *** to provide repair service for my GE washer/dryer combo. The technician, Jin, arrived four hours before schedule. I showed him the appliance, and told him about the items that needed repair. Specifically, the unit was making a high-pitched whine and also dropped detergent during the dry cycle rather than the wash cycle. Jin did not inspect or even turn on my appliance, but said that he couldn't perform the repair. Because I was already charged a service fee, I asked him if he could at least service the unit while at my house. He replied that he "was a repairman, not a cleaner." He then opened the door of the washer for the first time, but, as it turns out, only to collect the serial number to complete the invoice and send a payment link. He spent less than ten minutes in my home, and less than 20 seconds actually at the appliance. I immediately contacted **** about the issue, and they responded that they would contact the technician and get back to me. A week later, when they still hadn't responded, I reached out again, requesting that I not be required to pay the $85 service fee, as the technician did not inspect my unit. Only then did they respond that the technician SHOULD be paid the service fee because he recommended to me that I buy tweezers to clean the washer gasket of the machine. Not only was this NOT what I called about, I actually told HIM that I'd used tweezers to clean the gasket, not the other way around. I had to hire another technician to come out and inspect and repair the machine.

  

  Business Response

  Date: 03/14/2025

  Hello, ****. 
  
  
  Thank you for bringing this to our attention and sharing your experience with us. We are truly sorry for any inconvenience caused and the negative experience, we are re-evaluating this case to assist and address this matter with you and we will be reaching out directly to communicate and discuss how we should move forward to resolve this concern. 
  
  
  Sincerely, 
  Dince
  **** Support
  
  

  Customer Answer

  Date: 03/19/2025

  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:03/02/2025

  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.

  **** sales practices is one Ive never seen before. I called them out for a dryer issue I was having no cost provided to me until after they fixed it the thermal fuse and thermostat fuse. A high cost for repair unless I purchase there membership where everything in the house is covered (appliances). First visit was -almost ****** for the repair. One month later call them back out same fuses blown how the charge totally different amount. I look those parts up on ******* website one was ***** and other *****. Cancelled membership today before renewal charge ****** to cancel. Investigate this company

  

  Business Response

  Date: 03/05/2025

  Hi ****, 
  
  Thank you for your feedback. We apologize for the inconvenience and frustration you experienced with our services. Your concerns are important to us, and we are committed to resolving this matter.
  
  Regarding your dryer appointment, our technician initially replaced the thermal fuse. When you contacted us again about your dryer not heating up, we promptly sent the technician back. Upon inspection, the technician found that the fuse had blown again due to a blocked vent. A clogged vent restricts airflow, causing the dryer to overheat and triggering the thermal fuse to break. Regular cleaning of the exhaust vent should prevent the thermal fuse from blowing again. The technician replaced the fuse again and advised you to clean the vent regularly. If you are still encountering issues with your dryer, please don't hesitate to email or call us, and we will assist you again.
  
  We understand that the repair cost may appear high compared to the prices of individual parts. Please be assured that our pricing reflects the intensity of the labor performed by our technicians and the quality of the parts used for the services.
  
  With your membership, you received discounts on your bill. We also detailed the terms and conditions in an email sent to you yesterday. Please check your inbox and respond if you have any further questions or concerns. We are happy to assist you with any membership-related issues.
  
  
  Sincerely,
  Mariel
  **** SMM Team
  **************

• Initial Complaint

  Date:03/01/2025

  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 Dec 24th my electric ignitor stopped working called **** from a online search. Someone named ****** came that night . Everything went fine. About six weeks later ignitor went up again. Called informed them of problem. Said they call when they could get someone in my area to come out . About a week. Not happy. Called several times. No one came. Insisted a refund, said they get back with me when they decided on refund. Please help ***** *****

  

  Business Response

  Date: 03/02/2025

  Hello *****, 
  
  We deeply apologize for the inconvenience and frustration caused by your recent experience with our service. Your feedback is invaluable to us, and we regret that the issue with your machine wasnt resolved as expected.
  
  Since your unit is still covered by our 90-day guarantee, wed like to send the technician back to reassess the situation. This evaluation will help determine if a refund is warranted and provide additional documentation to address your concerns thoroughly. Please note that we must follow the process outlined in our terms and conditions, which you have agreed to.
  
  Please be aware that we have sent you an email and are awaiting your response.
  
  
  Best,
  Mariel
  **** SMM Team
  **************
  
  

• Initial Complaint

  Date:02/23/2025

  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.

  1) I contracted to have my refrigerator fixed through their online website , scheduled for monday 2/17/2025.2) contractor failed to show and call. 3) rescheduled for tuesday 2/18/2025 between 1 and 3. 4) contractor showed up diagnosed as a possible clogged freon line. said he would let it try to cool and either call or return the next morning.5) refrigerator still not working I called **** on 2/19/2025 in the morning . they said they would get the technician to come back , assess and give me a quote.6) thursday evening i still had not heard anymore and email for an update. 7) friday email again. still no follow up .8) Saturday called and emailed. still no follow up from the technician.9) i then contracted with someone else to get the repair going since i cant go without a refrigerator. 10) called **** told them i had to get someone else since they had not provided the promised service. asked for a refund . also email them with the same information and request. 11) **** responded asking for more time to reach the technician even though i had told them i had hirded someone else. 12) Sunday early afternoon email and called them asking for a refund. they said they would submit the refund request. 13) 1600 sunday i recieve i suddenly recieve a quote to have a compressor replaced for 1400. compressor was never assessed . technician never came back to assess the compressor and did not find it to be defective on tuesday when he visited. In addition the quote sent me appears to be something **** generated in ********** since it does not have my name on it but someone else. In addition had the technician actually evaluted the compressor he would have known it was still under warranty by the manufacturor. Instead if this quote was intended for me then they should have researched it and known this. i will attach a copy of the fraudulent / incorrect invoice sent. it has the name of someone on it who does not live at my address but it does have my address.

  

  Business Response

  Date: 02/24/2025

  Hi ***,
  
  Thank you for reaching out and apologies for any inconvenience. As further confirmed, the invoice is supposed to be under *** *******. The other information added on the Repair Quote was directed to you and reflects the appointment number of the service initially rendered by Technician ******:
  
  Email: ******************************
  Phone: **************
  Address:******************************************************************************************
  
  The Service Call Fee you paid will still go towards the repair cost. The given quote was from the Technician.
  
  We understand your sentiment on what happened on this request of yours. Your request has been evaluated and if you would let us, we can proceed in sending a different Technician to inspect the unit at no cost. Your initial payment will go towards the new repair quote of the Technician who will complete the reinspection.
  
  For us to assist you further, may know when are you going to be available for us to start looking for a different Technician?
  
  Looking forward to your response for us to be able to assist you further.
  
  
  ****
  **** Refunds Team

  Customer Answer

  Date: 02/25/2025

   
  Complaint: 22980568
  
  I am rejecting this response because:

  As i told the business since they failed to respond in a reasonable time to schedule the next step of the repair i had to seek another option to get my refrigerater repaired . Clearly i cant do without a refrigerator and the business was not responding. 

  the business knows this and i even sent them a photo copy of the receipt from the other business to show that i had to seek another option

  had the business correctly assessed my refrigerator and made the effort repair the refrigerator then i would have been able to use the fees i was charged toward the final repair.

  instead they were unable to provide a quote and/or get the repairman to respond or return.

  i never received a quote from the company or repair technician. i only recieved a quote with some other customers name on it for a condition that was not diagnosed by the technician when he did visit. 

  i therefore strongly believe the quote they tried to claim was mine was simply somthing they falsly created in order to avoid refunding my money. 

  this company has no integrity. I made a sincere effort to give them every opportunity to fix this and all i recieved was a doctored quote for someone else. 
  
  Sincerely,
  
  *** *******

  

  Business Response

  Date: 02/26/2025

  Hello ***,
  
  Once again, we sincerely apologize for any inconvenience this has caused you.
  
  We fully understand your concern and have carefully considered the circumstances surrounding your case. We want to assure you that your refund request has already been approved, and we hope to resolve this matter promptly for you.
  
  Thank you!
  
  
  Sincerely,
  Mariel
  **** SMM Team
  **************
  
  
  

  Customer Answer

  Date: 03/02/2025

  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:02/17/2025

  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.

  Pul is telling me I elected to become an Appliance protection member which i have no recollection of nor can they provide me with any documentation showing a customer signature either electronic or hard copy. They said I agreed to this at the time of service. They sent me contract that just showed my name with no signature and said they sent monthly emails advising me of the $37.26 mo charge. I told them I never recd any emails after checking both past emails and spam folders yet i did receive the recent email when I asked what documentation they had regarding the billed service amount. Unfortunately I did not notice the recurring chg until this month at which time I contacted them. They only agreed to refund me for the cancelation fee. When they said they could not refund me for the monthly charges incurred totaling $335.34 I told them I had no recourse except to file a claim with BBB. Companies must be transparent with these charges. I do NOT agree to memberships and would never have agreed to this especially at a time of huge distress as my husband just had brain surgery when the *** came and had nurses coming in and out that day due to complications. I am seeking full restitution for the 9 mos of recurring charges.

  

  Business Response

  Date: 02/19/2025

  Hi *****, 
  
  Thank you for taking the time to share your experience with us. We deeply regret the inconvenience and distress caused by this situation. Your feedback is valuable, and we want to ensure we address your concerns thoroughly.
  
  First and foremost, we apologize for any confusion or lack of clarity regarding your membership and the associated charges. However, we'd like to clarify that the membership agreement was confirmed by you. After the service, you were presented with two options: paying for the repair only, or opting for the Appliance Protection membership. As shown in the sample image below, when you proceeded to payment, ticking the box to agree to the **** service Terms & Conditions indicated your consent to the membership.
  
  Please be aware that if the membership is canceled within the first 30 days, it may qualify for a full refund. For cancellations beyond this period, a cancellation fee may apply. Furthermore, if the value of discounts received as a member surpasses the total amount of monthly payments made, a chargeback fee will be imposed. In such cases, we will calculate the difference between the two amounts and then proceed with the cancellation. Additionally, we send payment notices prior to the monthly dues. 
  
  
  Best,
  Mariel
  **** SMM Team
  **************

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22952470
  
  I am rejecting this response because: In reference to the above compliant # the business response was NOT satisfactory.  After receiving their response via your email ***ly from today dated 2-19-2025, I reached out to the person who responded to the complaint and referred it back to the supervisor. His response was the same of the one previously received with no documentation to validate their claim which was that I agreed to their membership option.  I previously asked for proof either electronic or hard copy indicating I agreed to this. In their ***ly they said to view the sample image below which said when you proceed to payment I ticked the box to agree to the **** service Terms & Conditions.  Additionally they stated they sent payment notices prior to the monthly dues, but I have no record of receiving any notices as I stated numerous times during prior phone conversations.  I explained when the *** came out I explicitly told him I only wanted to pay for the service call and never agreed to any membership nor did he give me a copy of any documents upon leaving.  Additionally my husband had just had brain surgery prior to the service call.  That day he started hermmoraging and on call nurses came to the house, there were people running in and out all day due to complications.  I explained to Pul that I was seeking reimbursement for the recurring monthly charges of *****/mo times 9 mos of charges for a total of $314.91. They had only agreed to reimburse me for the cancellation charge but have yet to provide any valid documentation to show I agreed to this membership.  Furthermore, I told them I do not due memberships with the exception of my Amazon prime membership.  I am asking for your help to pursue this complaint, based on the circumstances and facts provided,  as I do not feel this company has been transparent nor are they customer center focused.
  Regards,
  

  
  

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

  

  Business Response

  Date: 02/20/2025

  Hi *****,

  We had your claim evaluated and looking into the record, email was sent to you on May 31, 2024 as a confirmation on the plan being purchased. A sample in notices being sent prior to payment collection has been attached as well. It's the screenshot dated June 25, 2024.

  As further confirmed as we'll, you were given a discount amounting to $81.88 for your Refrigerator repair on May 31, 2024, which does reflect on the invoice, which is a benefit of the plan. Aside from that, you were approved for refund for the Chargeback amounting to $32.99, as a consideration.

  Unfortunately, having the notices sent out and the consideration done, we'll not be honoring further refunds for the plan payment.

   

  Thank you,

  **** Refunds Team

   

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22952470
  
  I am rejecting this response because the business is unable to provide me with documentation showing i authorized this membership either with an authorized signature or proof of where I selected the option of service call payment vs membership.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:02/17/2025

  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.

  **** Appliance Repair sent a technician to my house on 1-25-25 to solve an excruciating squeal occurring when I ran my dryer longer than 10 minutes. He took the machine apart, said it needed oil but he didn't have any, asked me for cooking oil spray, reassembled the dryer, and turned it on. It made no noise. I reminded him that it had never started making the noise less than 10 minutes into a drying cycle and asked him how he knew the problem was solved, and he assured me that the noise would not occur again. He brought no replacements parts with him and did not say that any part needed to be replaced. The noise resumed the next day. I asked **** for a refund. They refused and said their guarantee entitled them to try again to fix the appliance. They scheduled the same person to come back in a few days. The arrival window was between 4 and 6 PM. At 3 PM, the technician called me, interrupting a conference call, and stated that he would arrive in 25 minutes. I told him that I would not be arriving at my house by 3:25, nor between that time and 4:00, and reminded him what the scheduled time was. He said that, if I couldn't let him in at 3:25, he couldn't come until 7 PM or later. I again reminded him of the agreed time. He yelled, literally, that he couldn't arrive as scheduled due to his distance from my house and complained that I had "rescheduled" the appointment. (Actually, **** "schedules" appointments randomly/unilaterally without client input and calls it "rescheduling" when you contact them to set a real time.) I requested a more professional tech. They set an appointment for a few days later. I told them I would expect the repair that I'd already paid for to be done at that time. The second tech was less rude but did no repair. He said parts needed to be replaced (confirming that the first tech had misdiagnosed it) but he had no such parts and couldn't do any work until a week later. **** is still refusing to return my $439.

  

  Business Response

  Date: 02/18/2025

  Hi ******, we sincerely apologize for the inconvenience and frustration you've experienced with our service. We understand how important it is to have your appliances working correctly and on schedule. Your feedback highlights several areas where we fell short, and we are deeply sorry for that.
  
  We also apologize for the miscommunication and the scheduling issues you encountered. This situation is far from ideal, and we are taking steps to improve our scheduling process to ensure that it is more reliable and respectful of your time.
  
  We appreciate your patience in allowing us to send a second *********** However, it is clear that we need to address the misdiagnosis and the lack of parts on hand. We are reviewing our procedures to prevent such issues from occurring in the future.
  
  As for the refund, please be aware that we still have an open ticket for this concern. We emailed you yesterday, stating that this issue is being re-evaluated, and we will get back to you as soon as possible.
  
  Best,
  Mariel
  **** SMM Team
  **************
  
  

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22951796
  
  I am rejecting this response because:
  No valid reason has been given for an "open ticket," which evidently means a delay in returning my funds. The business has been paid $439 for an appliance repair and has provided no appliance repair in exchange for that money, over the course of a month. The law requires "consideration" in exchange for money paid. That means that a business is not legally entitled to keep a customer's money without providing the relevant service. A month is an absurd amount of time to expect to hold a customer's money after failing to deliver the service you were hired to deliver. Please refund my $439. Thank you.
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 02/20/2025

  Hi ******,
  
  Apologies for any inconvenience caused and thank you for your patience.
   
  Repair - Total Payment $382.90 - Service Call Fee $89 = $293.90
  Tip - $57

  
  Total - $350.90

  
  The stated amounts; $293.90 and the $57, are to be processed separately.
  
  
  Kindly let us know if you have any further concerns.
  
  
  Thank you,
  ****
  **** Refunds Team

  Customer Answer

  Date: 02/22/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution will be satisfactory if the business actually refunds my money as they have promised to do.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:02/03/2025

  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.

  ************ stated that it would only take 15 minutes for the handyman to do work(hang 1 piece of art). They charged me for (2) hours of labor-- totaling $197, when the website showed $83

  

  Business Response

  Date: 02/04/2025

  Hi JD, 

  ****' standard pricing estimates are based on the average rates in and around your state. When we send a technician to a job, we require that they proceed only with the customer's presence and approval.

  Regarding your service request, the technician confirmed that he provided information about the charges and moved forward with the repair only after obtaining your agreement. We never pressure customers into repairs they do not wish to proceed with at the quoted price.
  We also allow customers to pay after the service is completed so they can verify that the requested work has been done to their satisfaction. If customers are not satisfied, they can choose not to pay the fee and are welcome to reach out to our Support Team to discuss any concerns before making payment. Thank you for your understanding.

   

  Sincerely,
  Mariel
  **** SMM Team
  **************

• Initial Complaint

  Date:02/03/2025

  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.

  Puls Technologies ********************************************** Repair I had an incredibly frustrating experience with Puls Technologies and their lackluster customer service. I filed a claim for my refrigerator, which was making a loud noise. The technician they sent out claimed he didnt hear the noise I was describing but still proceeded to replace the defrost sensor, charging me $430.Just two hours after he left, the refrigerator was still making the same noise. I immediately contacted him, but it took an entire week for him to return. During that time, I sent multiple videos clearly capturing the worsening noise, proving that the issue had not been resolved.When he finally came back on Saturday, he suddenly claimed he couldnt hear the noise from the videos and insisted it was now a different issue than before. Instead of addressing the original problem, he tried to charge me even more for an evaporator fan replacement.I reached out to **** for a refund since my refrigerator was never fixed in the first place, but they refused, claiming that because a part was replaced, I was not eligible. But if the sensor was truly the issue, my refrigerator would be working properly, right?**** essentially took my money without solving the problem. Their customer service is terrible, their technicians seem more interested in upselling unnecessary repairs than fixing appliances, and their refund policy is a complete scam. I do not recommend using Puls Technologies for any appliance repairs, youll just end up frustrated and out of money.

  

  Business Response

  Date: 02/04/2025

  Hi Chizobam, thank you for sharing your experience with us. We sincerely apologize for the frustration and inconvenience you faced with our service. This is not the standard we strive to maintain.

  We understand your concerns about the technician's diagnosis and the subsequent issues you encountered. Our goal is to provide effective and reliable repairs, and we regret that we did not meet your expectations in this instance.

  This matter has been escalated to our management team, and we kindly ask for your continued patience as we conduct a thorough review. Rest assured, we will get back to you with a resolution as soon as possible.

   

  Best, 
  Mariel
  **** SMM Team
  **************
  
  

• Initial Complaint

  Date:02/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint to formally report **** for fraudulent business practices, deceptive service, and unprofessional customer support. Despite my efforts to resolve the issue directly, the company has refused to issue a refund and has treated me in a condescending manner. I am requesting the Better Business Bureau to intervene and assist in securing my refund of $244.90.On 01/30/2025, I scheduled a repair with **** because my dishwasher was not draining. The technician told me he hopefully had the necessary pump and initially quoted me $350. After I voiced concerns about the cost, he returned with a reduced quote of $244.90, stating he would not charge me for the part but would still replace it. I agreed under the assumption that a legitimate repair was being done.After the technician left, I inspected the dishwasher and found that nothing had been replacedall components, wiring, and underlying areas still had visible five-year-old dust and showed no signs of work. Additionally, I took a photo of the box he brought in, and upon researching it, I found it was a GE control board for a range ovencompletely unrelated to my dishwasher. This proves the technician lied about replacing a part and deliberately misled me into believing work was done when it was not.When I contacted **** customer service, they were dismissive and condescending, telling me I wouldnt know what part was replaced. This response is unacceptable. If a part had truly been replaced, I would be able to see a new part installed, and there would not still be years of dust covering every component under my dishwasher. The evidence is clear that nothing was ********** this point, **** has refused to refund me despite the fraudulent service, and I consider this outright theft. I am requesting the BBB to investigate **** for deceptive and unethical business practices and help secure my refund.I appreciate your time and look forward to your response.

  

  Business Response

  Date: 02/03/2025

  Hi *******, thank you for sharing your experience with us.
  
  We deeply apologize for the frustration and inconvenience you faced. It's disheartening to hear that you felt misled and that the service did not meet your expectations. We take these matters very seriously and are committed to resolving this issue.
  
  Please be aware that we have received your email and refund request, and we are currently reviewing the matter. We ask for your patience as we carefully examine the details. Rest assured, we will keep you updated via email.
  

   

  Sincerely, 
  Mariel
  **** SMM Team
  (860) 596-017
  

   

• Initial Complaint

  Date:01/23/2025

  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.

  I purchased a service contract with **** in July 2024 after a service call on our oven. I paid a monthly fee of $34.99 for future service. January 2025 I made an online request for service on a dishwasher door spring and a freezer not keeping cold. On 1/16 a service man came. He said the freezer compressor was not covered under our plan. We did not go ahead with the repair as he said it would be approximately $1500. He did fix the cord on the dishwasher door. He simply reattached the cord. It did not require any new parts and he did not say that it was not covered as he did with the refrigerator. I paid the $89 fees for both appliances. I was angry about the non coverage so I canceled my policy that day. I was told this plan could be canceled at anytime. I had been paying the fee for 6 months. They collected the $34.99 for January, two $89 fees for the visit, they charged me $53 to cancel, and a week later (1/22) we get a text that a tech is scheduled to come on 1/23 to work on the dishwasher! I replied to the email and said we did not request any service. Then I get an email saying the dishwasher was not covered and we owe $187.90. I should not have to pay more after the transaction is completed.

  

  Business Response

  Date: 01/24/2025

  Hi Don,
  Thank you for reaching out. Upon review, heres a summary of our findings:
  Dishwasher Repair (1/16/2025):
  The technician repaired the door link, which isnt covered under your warranty (per Section VII of your membership terms).
  Outstanding Balance (1/23/2025):
  Since you paid $89.00 on 1/16/2025, an additional $98.90 remains due for the standard repair totaling to $187.90. Please note that your membership benefits were not applied, as your membership had already been canceled at the time of the repair.
  Please see breakdown bellow
  Standard Repair :$173.0
  Security & support fee: $14.90

  Refrigerator Repair:
  The sealed system was covered under warranty, and we apologize for the lack of clear communication from the technician. However, your membership was canceled before we finalized the claim.
  Membership Charges:
  The monthly membership fee is non-refundable, as you were notified 35 days prior to the charge. Upon cancellation of the membership you were charged for the discounts your received on 07/16/2024 for your oven appointment.  Kindly visit our ************************************************ for your reference.
  If you have any further questions, please let us know.
  
  
  Sincerely,
  Aj
  **** Refund/SMM  Team
  **************

  
  

  Customer Answer

  Date: 01/25/2025

   
  Complaint: 22847287
  
  I am rejecting this response because:  I paid $266 for the tech to reattach a cord on the dishwasher door. I should have been told whether or not it was covered BEFORE he did it. I would not have paid for services not covered. I canceled the contract After he finished the appointment. He was standing in the kitchen talking to my husband telling him to call ** about the refrigerator. If the tech was incorrect in telling me that the dishwasher was covered, that is on HIM, not me. It did not require any parts. It was a matter of reattaching the end of a cord. He did NOTHING to the refrigerator other than take a temperature reading. As it is, I paid another company to fix the refrigerator that should have been covered under the contract. 
  
   
  Sincerely,
  
  *** ****

  

  Business Response

  Date: 01/28/2025

  
  Hi ******************* records indicate a payment of $89.00 for the dishwasher service. If you made a payment of $266.00, it does not appear in our system. Could you please confirm the payment method and the date of the transaction so we can investigate further?
  
  The technician identified the dishwasher door link issue as a result of normal wear and tear, which falls outside the scope of your warranty coverage (as specified in Section VII, Letter A of your membership terms). Despite this, the technician explained the situation to you at the time, and you consented to proceed with the repair under the standard terms and charges.We charged you $187.90 for labor, but you only paid $89.00 at the time of the repair. This leaves an outstanding balance of $98.90.
  
  As for the refrigerator, the issue (sealed system) would have been covered under warranty, but your cancellation of the membership voided this coverage.
  
  Please refer to the attached file for your membership terms and conditions for your reference.
  
  We apologize if there was any misunderstanding or if our service fell short of expectations. If another provider successfully repaired the sealed system issue, we kindly request their diagnostic report for review.
  
  
  Sincerely,
  Aj
  **** SMM Team
  **************