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:08/23/2024

  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.

  7/30/2024 My dishwasher was not draining because of a clog in somewhere in between the p drain and garbage disposal. I knew what the exact issue was, but didnt have the strength or desire to take it off myself and clean out, so I made a appointment with this company to have someone come out and do it for me. I made my appointment for dishwasher issue, because it wasnt draining HOWEVER, I spoke IN LENGTH with the tech assigned to me about the reason it wasnt draining (clog in p drain), before he came out to assess. I expressed to him that I knew the issue, I just didnt want to do it myself. He agreed and acknowledged the source of the plumbing issue and said he will get it taken care of for me the next day. He showed up, late, and tinkered around for 15 minutes and proceeded to tell me he was a DISHWASHER TECHNICIAN NOT A *LUMBER AND I NEED A *LUMBER TO FIX THE **** IN BETWEEN THE DOSHWSHER AND SINK AKA THE **** IN THE * DRAIN. I paid the service fee, and immediately called customer service. After a run around I was finally transferred to a supervisor who pulled up the messages the tech and I had before my scheduled appointment. He agreed that this was not ok, undeestood my frustration and said My situation is eligible for a refund, he would put the request in and receive it in ***** hours. I get an email from the refund team and they stated that they were unable to complete the refund because the technician was able to do an onsite inspections where he deemed a plumber was needed. I told this technician and have the messages to prove that he would be able to fix the **** in the *I*E connecting the sink to the dishwasher. If he was not a plumber, knew and agreeed to the EXACT issue I was having, why the heck did he say no problem, I can definitely help you out when he was not qualified to do so? Why, if he was a dishwasher technician and knew that the sink/pipes were definitely involved in my issue, did he not transfer my request to a qualified plumber?

  

  Business Response

  Date: 08/23/2024

   

  Hello, ******. 
  
  Thank you for sharing your feedback with the BBB community. 
  
  We are truly sorry for the negative experience. This is not the impression we want to have and our customers. 
  
  You originally booked the appointment on 07/30/2024, and the only description of the problem/issue you're encountering was - "Not draining". We understand you spoke to *** regarding the details before he arrived at your location. However, as we explained and stated before, our technicians are required to come out and perform a physical inspection/ on-site inspection of the appliance for them to be able to confirm details about what truly the problem is and provide recommendations of repair. Additionally, he reported that even after everything you told him about the problem, the dishwasher was still affected and wasn't draining which he informed you that there is now way for him to know what's going on without him going out there to see and properly diagnose it which you agreed on. 
  
  
  After confirming the problem, he discussed with you that it was a plumbing related issue which is also related to the garbage disposal that requires a plumber and that the dishwasher itself is functioning. Having said that, the $89 service call that was collected was the fee used to connect you with our technician who traveled to your location and performed inspection. 
  
  
  Thank you for your time and understanding. 
  
  
  
  PULS 

  Customer Answer

  Date: 08/23/2024

   
  Complaint: 22184438
  
  I am rejecting this response because:
  Youre continually reiterating things that are untrue.  You are not acknoledging that your tech was 100 percent aware of the issue before hand, and assured me he could fix the CLOGGED pipe. *ipes are for plumbers.  If he knew he couldnt touch pipes, and that was the ONLY CONCERN, then why did he accept this job? Any other reputable, honest company would have said, hey, you actually need a plumber for this issue, let me get you over to that department so we can get it right the first time. You could have just refunded me my hard earned money, for the mistake YOU made. That is what honest, reputable companies do when they make mistakes. 
  
  I told **** dishwasher isnt draining because the * drain is clogged.  I would do it myself but I dont have the strength and dont want to deal with the mess.  Thats why I hired someone to do it for me.  In which he stated if its just what youre describing, I can definitely keep it at that price range for you.  
  
  
  What was I describing?  THAT THE * DRAIN WAS CLOGGED. 
  Thats what I was describing. 
  He can definitely complete the task and keep it in my price range? That admits everything you should need to know to give me a refund. 
  At the end of the day, *** knew it was the p drain that was clogged. I knew it was the p drain that was clogged.  He should have steered me towards a plumber for the issue.  I found the issue beforehand and made a point to make sure he knew that it was the only and main concern.yet he still came out to make his easy $100 in 15 minute.  Why cant you just do the right thing here? 
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/27/2024

  Hello ******,

  After carefully reviewing the details, we regret to inform you that were unable to waive the service call or diagnosis fee. Since the necessary service was completed and our technicians time and expertise were involved, the fee is in line with our standard policy, which was indicated at the time of booking.

  
  We truly appreciate your understanding. If you have any further questions or concerns, please dont hesitate to reach out, and well be happy to assist you.
  
  Best regards,
  **** Team
  **************

  Customer Answer

  Date: 08/27/2024

   
  Complaint: 22184438
  
  I am rejecting this response because:

  I told **** dishwasher isnt draining because the * drain is clogged.  I would do it myself but I dont have the strength and dont want to deal with the mess.  Thats why I hired someone to do it for me.  In which he stated if its just what youre describing, I can definitely keep it at that price range for you.  
  
  
  What was I describing?  THAT THE * DRAIN WAS CLOGGED. 
  Thats what I was describing. 
  He can definitely complete the task and keep it in my price range? That admits everything you should need to know to give me a refund. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/12/2024

  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 contacted ****.com for appliance repair.Technician came, fixed my ************** was very happy. He mentioned joining **** with an annual contract which I agreed to and put on my citi **** card. This is AFTER i paid for the first service-$402.84 I did this based on having 2 refrigerators, *************** 2 ovens, 2 dishwashers, 2 stoves, & 2 microwaves.I then booked an appointment to fix the lock on self cleaning oven. After 2 no shows, no call, no text, no apologies (you have to be available for a 2-4 hour window of service arrival) I asked to cancel my contract- which was well within the 30 trial membership.Only to be told my cancelling would be charged $38.05.If you look at their web site, this is nowhere to be found. Nor was this ever mentioned.

  

  Business Response

  Date: 08/13/2024

  Hi *****, 
  
  Thank you for reaching out. We sincerely apologize for the cancellations of your appointments on 06-28-2024 and 07-16-2024. Here's an explanation of why these cancellations occurred:
  
  06-28-2024 (Appointment #*******): The cancellation was due to your request for a GE-certified technician for your dishwasher, which was not initially available.
  
  07-16-2024 (Appointment #*******): The appointment was canceled because our technician, Mr. ******* had a health issue. We attempted to reach you on 07-17-2024 but encountered a disconnected call.
  
  On 07-17-2024, you called to address the cancellation. We explained the situation, offered to reschedule, and noted your availability for the following Tuesday between 4 pm and 6 pm. You also mentioned receiving a $15 discount offer via email for rescheduling. We tried to confirm the new appointment but were unable to reach you due to a full voicemail.
  
  On 07-24-2024, you requested to cancel your membership and seek reimbursement. We sent you a cancellation email but did not receive a response to schedule a new appointment.
  
  On 07-31-2024, you called again asking why no new schedule was set. We reiterated our apologies and explained that the initial technicians health issue caused the delay.
  
  You requested a full refund for the membership. Our team explained that:
  
  Cancellation within 30 days: Eligible for a full refund.
  After 30 days: Refunds are not available.
  We reviewed your membership and found that it has not yet been canceled despite the cancellation email sent. Heres the breakdown of the refund calculation as of now:
  
  Monthly Cost: $34.99
  Total Discounts & Waivers: $65.60 (kindly see Appointment - #******* ||07/08/2024) 
  Months Completed: 2
  Months Remaining: 10
  Chargeback Amount: $54.67
  Cancellation Fee: $25
  Total Before Tax: $79.67
  For full details, please refer to our membership cancellation policy on our website here ************************************************, and your contract shows specifically Section III, Coverage Period, Section 6.
  
  If you have any further questions or need assistance, please let us know.
  
  
  Sincerely,
  **** Team
   **************

  Customer Answer

  Date: 08/15/2024

   
  Complaint: 22132198
  
  I am rejecting this response because:

  **** is stating I am Still being charged???

  Even though I have contacted them several times to cancel my subscription.

  How can this billing and not refunding any charges after the first and only successful service???

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

  

  Business Response

  Date: 08/17/2024

  Hi *****,
  
  Thank you for your recent phone call. One of our team members provided you with information about your **** membership, including details on the cancellation fee and chargeback process.
  
  As outlined in our previous email sent on July 24, 2024, we provided a detailed cancellation notice to your email, which includes a breakdown of all associated fees and charges. This was sent to allow you to review the information before we proceed with canceling your membership.
  
  We have not yet received a response to that email. On July 31, you requested a full refund for your membership, and our team member explained the related fees. We are still awaiting your reply regarding the cancellation details we sent earlier.
  
  If you have any further questions or need additional assistance, please do not hesitate to contact us.

  
  
  Best regards,
  The **** Team
  **************
  

  
  

• Initial Complaint

  Date:07/31/2024

  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.

  - Unrelated to my current issue, I first had my washer serviced for odor March 14, 2024.- In addition to paying for the service I agreed to a warranty subscription that covers all major appliances in my home.- July 1, 2024 my washing machine was serviced for a leak.- July 14 my washing machine began leaking again, started a loud noise with the drum, and now moves from it's stationary position by 3-6 inches when in use.- July 14 I contacted **** via email regarding repair needs.- July 15 **** responded via email asking me to submit a Guarantee Request Form and to wait for a response from the ********************** July 15 I submitted the Guarantee Request Form.- July 17 I responded to the email correspondence asking for an update. I had not been contacted by **** and I was not able to use my washing machine.- July 17 **** responded via email stating they were attempting to contact the original technician for thier availability.- July 22 I contacted **** again via email because I still had not been contacted regarding my repair, and still could not use my washer. I requested a call and for a technician to repair my washer July 22 rather than continuing to wait.- July 30 I contacted **** via their support phone numbers of ************ and ************. Neither number had a customer service representative pick up and there was not an option to leave a voice mail.- July 30 I contacted **** again via email regarding my broken washer and I have not received a response of any kind.I am requesting the washer to be fixed. In the event **** will not repair the washer, I would like a refund of the $245.65 I paid for services.

  

  Business Response

  Date: 07/31/2024

  Hi *******,
  
  We apologize for the delay in responding about your follow-up appointment for the washer.
  
  We have been in touch with the technician and will contact you as soon as the appointment is scheduled or we have an update.
  
  Thank you for your patience and understanding.
  
  Best regards,
  The **** Team
  
  
  

  Customer Answer

  Date: 07/31/2024

   
  Complaint: 22070167
  
  I am rejecting this response because: I've waited for weeks. I can not continue to wait. Send the technician to repair the washer or select someone else to complete the repair.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/02/2024

   

  Good **********************. 
  
  We appreciate your patience while the team reviews your ticket and communicates with the technician. 
  
  
  Our record shows that the issue reported when you booked the appointment with us is "Washing machine started leaking today underneath.'. The technician then re-sealed the weight in place and tightened the bolt holding the weigh to prevent the leak coming out of the unit, and advised that if the leak persists, the outer tub/basket would need to be replaced which he included on his checklist or repair report after the service on July. 
  
  Below is an estimated breakdown for the repair provided by the technician.
  
  Labor cost $350
  Part cost $307.05
  
  Plus tax - less your 15% membership discount
  
  
  
  Please let us know if you'd like to proceed so the team can coordinate with technician ****** and give him a go signal to purchase the part needed. You may also call us at ************** for questions and immediate assistance. 
  
  
  
  
  Best regards, 
  PULS 

  Customer Answer

  Date: 08/02/2024

   
  Complaint: 22070167
  
  I am rejecting this response because: the washer was repaired for leaks and it still leaks. It's been about 3 weeks since I've reported continued leaking. In that time the communication was unsatisfactory. In addition I am paying for a membership that is said to include: (appliance coverage, same or next day service, and full repair or replacement.) **** has not lived up to any of that.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/03/2024

  Hi *******,

  Thank you for the response! As further reviewed, the needed repair is for an additional repair which requires a part. This needs your approval for Technician to proceed in ordering the part and complete the repair needed. If we'll be sending a different Technician, that will be for another inspection and time for securing part needed.

  The breakdown of the additional cost was sent to you initially.

  Please let us know how you would like to proceed with the additional repair for us to be able to assist you further.

  Thank you!

• Initial Complaint

  Date:07/30/2024

  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 had a dishwasher repair person come and check out our dishwasher on 7/29. He tested the water flow and diagnosed the dishwasher with 2 issues. He gave me 2 options, 1 pay $700 to fix it or buy a new dishwasher. The dishwasher was working but not efficiently. After he left I had an LC error on the washer. I tried to reset it after he left and I couldn't. I emailed, text, called to have him come back to reset the error. I spoke with him today and he was very aggressive and threatening. He said he wouldn't come back unless I paid $250. I called the company and spent an hour on the phone with them with NO resolution. All they said was he'd have to come back and I'd have to pay the service fee. I told them I didn't trust having him in my home for safety since he's so aggressive and volatile. The company offered to send a new tech out but I'd have to pay. I told them if I needed to pay an additional fee I'd use another company since their customer service was horrible and I couldn't trust who they hire.

  

  Business Response

  Date: 07/31/2024

  Hi *******,
  
  We apologize for the inconvenience caused by your recent appointment.
  
  This is how our process works, the technician will travel to your location to fully diagnose the appliance. He will then discuss the problem or repair needed with you including the quote for the repair, then the technician will be collecting the $89 service call fee. 
  
  If the technician can do the repair without the parts needed then he can proceed with the repair the same day and will only collect the repair cost, however, if the repair would require parts, then the technician would need to set up a follow-up repair appointment but will already collect the service call fee and possible 15% deposit. If you agree to proceed with the follow-up repair, then the Service Call Fee and Deposit will be deducted from the repair cost. 
  
  Should you require any additional information or assistance, please don't hesitate to reach out to us. We value your business and are committed to ensuring your satisfaction.
  
  
  Regards,
  ****

• Initial Complaint

  Date:07/27/2024

  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.

  Had a code LC on my dishwasher, leakage check. Tech came took the dishwasher apart took a look and told me it could be the leakage sensor and to power off the dishwasher for an hour to reboot and reset the dishwasher. And if that does not work the sensor would need to be replace. Mind you the power was off to the dishwasher for 24 hours prior to him showing up. Then Did not replace the side panel or electrical cover, left them sitting on the kitchen floor. Received a bill $187 for standard repair and still have a dishwasher that is not working. Would not recommend or use this company.

  

  Business Response

  Date: 07/29/2024

  Hi *****,
  
  Thank you for bringing this to our attention.
  
  We attempted to contact you but reached your voicemail instead. Please let us know your availability so we can reschedule an appointment for a technician to re-diagnose and redo the repair. We aim to ensure the best service by arranging a reinspection.
  
  Best regards,
  **** Team
  **************

  Customer Answer

  Date: 07/30/2024

   
  Complaint: 22052568
  
  I am rejecting this response because: Im on the phone with them now at 7/30 3:52pm est and they Plu is telling me my dishwasher is fixed? My dishwasher is not fixed!
  
  Sincerely,
  
  ************

  

  Business Response

  Date: 07/31/2024

  Hi *****,
  
  Thank you for responding. The technician also noted that you provided the part after purchasing a new water connection, and he handled the installation since you were unable to do it yourself. After the installation, there was no more leaking, but the issue now is with the water sensor underneath the dishwasher, which is a separate problem. To resolve this, we need to replace the water leak sensor.
  
  We are only charging you the $89.00 fee, which is for the diagnosis only.
  
  Please be aware that, according to our Guarantee policy.

  Use of used and customer-purchased parts: Only new parts purchased by **** or a **** technician and installed by a **** technician will be eligible for a Service Guarantee if the failure for which the guarantee in question is being requested is due to a part failure. Parts purchased by a customer, whether used or new and regardless of where the part was purchased, will void the Service Guarantee. This includes previously used TV mounts and brackets.
  
  We sent you the payment link for the settlement of the appointment done on 07/26/2024.
  
  
  **** Support Team
  ***************

  Customer Answer

  Date: 07/31/2024

   
  Complaint: 22052568
  
  Hello,

  Ill respectfully disagree with your technician, I told him, the dishwasher was displaying a ** code, leakage check, I took off the water connector and replaced it with a new connector and the dishwasher was still displaying the ** code. Hence my inquiry to your company.  
  
  Upon your technician showing up, I informed him of the ** code error. He started to investigate the issue by removing the side panelI said do you want me to cut the power to the dishwasher? 101 schooling says cut the power first with anything electrical. He says, yes cut the power.  Next after he disconnects the water supply and reconnects it again, he asks me to turn on the water supply because he doesnt want to snap the hose. So I go under the sink to turn on the water supply, should I have to do this?
  Also should I have to do the followingHe asked me to hold up the dishwasher at an angle (did he mention this to you?) so he could check underneath for the leakage, curious if I was a 90 year old should I or any age? 
  By the way, he left, and two parts were still on my kitchen floor, the side panel and the electrical box cover, I guess Im supposed to attach them and put the dishwasher back in place?
  Your tech is a liability simply for not figuring out first to turn off the power to it.
  As far as the $89, your policy states diagnose $89, so are you doing me a favor by reducing the cost to $89?  he never said I can fix your dishwasher it will cost $187 to as in your wordshe connected a hose, and still a not working dishwasher. Your company is questionable and shady.
  
  Sincerely,
  
  ************
  

  

  Business Response

  Date: 08/03/2024

  Hello *****,
  
  Thank you for the response. As further reviewed, you requested for us to send out a technician for your leaking Dishwasher. We were able to send out a technician and what happened is that you provided the part (water connection) which you were unable to install on your end. The only payment being collected is for the Service Call Fee.
  
  As for policy, if part is provided by **** Tech, it will be covered as under Guarantee. However, since you did provide the part, it voided the Guarantee Coverage as we also need to consider the part compatibility. 
  
  In Addition, any DIY after the service rendered by the Technician would also void the Service Call rendered by the Technician as any issues may arise during any repair attempt.
  
  Thank you!

• Initial Complaint

  Date:07/19/2024

  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 don't understand how I'm able to find the studs and a professional failed to do so?

  

  Business Response

  Date: 07/20/2024

  
  
  
  Hi Adelphin,
  
  Thank you for reaching out.
  
  We would like to confirm if your email pertains to appointment *******, which was scheduled for December 17, 2023.
  
  As discussed with our team on June 24, 2024, this appointment has exceeded the guarantee timeframe according to our company policy. Unfortunately, we can no longer offer the guarantee for this appointment.
  
  For more details on our 90-day guarantee policy, please refer to our website **************************.
  
  To help address your current concerns, we would like to offer you a 10% discount on your next service booking with us.
  
  Please let us know if theres anything else we can assist you with.
  
  
  Best regards,
  Puls  Team

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 22015692
  
  I am rejecting this response because:  it doesn't make any sense how they did not do the job correctly the first time and think somehow it is acceptable to receive payment on what was essential an incomplete job.  The technician literally did not use any part of the 2X4 in the wall to brace the *** how am I to believe it wasn't intentional?  And their go to response is, the drywall held it up long enough?
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 07/25/2024

  Hi ********,

  Thank you for sending the photos however, the Guarantee Coverage for the service rendered was for 90 Days. The service was rendered on 12/17/2023 which is around 215 days when you filed for a report.

  ** MOUNT Guarantee Coverage

  => WHAT IS INCLUDED: 90-day guarantee on labor and parts used for the original service. For example, if a ****-provided bracket is faulty, we will reinstall the ** with a new mount at no cost.

  You have been offered an assistance with discount which you initially declined. 
  
  Thank you so much for your patience and understanding of the process.

• Initial Complaint

  Date:07/19/2024

  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.

  This situation has been a nightmare dealing with " PUL'S for repair of my refrigerator. This started on June 11, 24 when I booked an appointment with " **** " for repairs . The freezer had stopped working , but the frig was working fine . The first tech -named "Armon show up at 4:30PM as instructed , he was a very nice gentleman, he appeared to be confident about his ability to repair the freezer , he first made his acessment of what was wrong ****** Estimated a total of $ 520. dollars of repairs for a 15yr old ******** model 267 . Armon - was told not to start the job until payment was received. I paid him the $ ****** ****** got to work . after 3-4 days of him coming to work on my freezer , he said to put a bottle of water in the freezer it should start to freeze by the next day . I called Armon to inform him ****** stated he was on the road to ********* . I rescheduled to get another technician but it seemed to be a problem with the technician getting to my location becuase I dont get off work until 4:00pm. To make a long story short " ****** didn't show up for that appointment , - Due to high demand in your arera we had to cancel your appointment on July 3, 2024, I rescheduled for July 05, 2024 ****** called before he showed up at my house ****** was upset because ***'s penalized him for failure to reach my self on the phone for the July appointment . He was angry with me Like I had something to do with that fine from ***'s , when we finished that conversation I told him if he is angry with Me the customer & angry I don't want him to come to repair anything with that attitude. **** hires 3rd Party Contractors to represent the company , not all are certified to technicians , I currentiy have a 90 Day Warranty , I have tried to reschedule but it seems to be hard for the repair guy to come with my schedule . I have not spoken to anyone there that is willing to resolve this nightmare , Please Help , Thanks in Advance .

  

  Business Response

  Date: 07/20/2024

  Hi ********,
  
  Thank you for your feedback. Were sorry to hear about the issues youve faced with your refrigerator repair. This is not the standard we aim for.
  
  We are looking into the delays with the technicians, the handling of payment, and the communication issues. We will ensure these problems are resolved.
  
  Please let us know your preferred schedule and time so we can follow up and address your concerns promptly. We are committed to honoring your 90-day guarantee and finding a satisfactory solution.
  
  Thank you for your patience.

  
  
  Best regards,
  **** Team

• Initial Complaint

  Date:07/18/2024

  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 scheduled for a technician to come to my house for my washer that is not spinning. After an hour of him being unable to diagnose the problem, he told me that he fixed it and he invoiced me for the repair although he was unable to explain the problem or any repair work that he actually completed. I paid the invoice in full while he was at my home then I proceeded to place a load of clothes in the wash while he quickly left. Immediately I knew the washer was not fixed because it would not start at all. I called **** immediately, but they refused to send the technician back and refused to provide me with a refund for repair that was not completed even though I paid in full.

  

  Business Response

  Date: 07/20/2024

  Hi *******,
  

  Were sorry to hear that your unit is still not functioning properly after the recent repair and diagnosis.
  As part of our process, we will send a new technician to re-evaluate the issue and ensure we fully understand whats happening with your unit.
  According to our technician, the washer appears to be entering spin mode and functioning normally. However, we will perform a thorough re-diagnosis and determine the next steps based on the findings.
  
  Could you please let us know the most convenient time and date for us to schedule the re-diagnosis?
  
  We appreciate your patience as we work to resolve this issue.
  
  
  
  Best regards,
  **** Team

  Customer Answer

  Date: 07/24/2024

   
  Complaint: 22007474
  
  I am rejecting this response because:
  
  Although **** is claiming the technician completed a repair on the unit, they are unable to provide me with the diagnosis details or explanation of repair. I was charged $300 for labor, yet they cant explain to me what labor the technician completed to amount to $300. My argument is that no labor/repair occurred because he was unable to diagnose the problem. He spent an hour standing there, unable to figure it out. Then, he told me he doesnt know what is wrong and for me to try washing a small load and left. Although he claims the unit is properly going through the spin cycle, he never attempted to wash a load of clothes to see what it actually does. The manufacturer offers a technician hotline where he could have called in and requested assistance in diagnosis of the unit, but he did not. Then, instead of charging me the agreed $89 service fee for a washer he was unable to diagnose, he submitted a fraudulent claim and charged me $300 for labor and claimed to have repaired the unit yet he cant explain what repair was completed or what work he did. I immediately contacted **** and they agreed to offer a refund but then changed their minds and want to send a technician back out. The problem is that I dont trust this company. After the first fraudulent claim and being ripped off despite being promised a refund then changing their mind, why would I trust them to hire a technician to come back?! What is the status of my refund request? I received a confirmation email about the refund request but no updates except for them wanting me to invest more time and money into them? Im so happy I didnt buy their monthly membership plan. This company is a complete scam. Im not sure they even sent a certified technician the first time. 

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

  

  Business Response

  Date: 07/25/2024

  Hi *******,
  
  We understand that you would like to proceed with the refund instead, however, we cannot honor a refund since we offer a 90-day guarantee on our parts, repair, and installation.
  
  We are reaching out to ask if you would still consider having a technician back out to conduct a re-diagnostic at no cost for us to determine what's causing the appliance to not work.
  
  We have included a link on the email sent to you, where you will be prompted to submit a short Guarantee Request form. Once your details have been submitted, the ******************** will review all appointment details and respond as soon as possible.
  
  We appreciate your patience during this process, and please let us know if you have any questions.
  
  
  
  Thank you so much for your understanding.

  Customer Answer

  Date: 07/28/2024

   
  Complaint: 22007474
  
  I am rejecting this response because:

  They just copied/pasted the same message to me over again without addressing any of my concerns. Im requesting a refund because their technician filed a fraudulent claim and stated he completed $300 worth of labor to repair my unit, yet they cant explain to me what work/labor was completed. The technician is not able to even diagnose the unit so how did he proceed with a repair?? Also, what is his labor rate? $600 an hour? He was at my house for 30 minutes and charged $300 in labor which was him standing around trying to figure out what to do then he said everything was fine just run small loads. He never even tried to actually run a load, which I did as soon as he left and the unit wouldnt even start. It at least started up before he touched it, just wouldnt spin but now doesnt work at all. He charged me for work he didnt do and broke my machine! Why would I want them sending him back out and why would I pay him more money?! 

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

  

  Business Response

  Date: 07/31/2024

  Hello *******,
  
  Thank you for waiting while we review your refund request. Unfortunately, after a thorough review of the case, we will have to send out a technician to re-diagnose your unit to see what may have caused the issue to resurface. If the technician confirms that the repair done by the initial technician is not needed, your payment for the initial appointment will be credited toward the repair cost. However, if it is found to be for an additional repair, we will only proceed with the repair if you agree with the quote the technician will be providing you.
  
  May we ask your available time and date so we can book a new appointment?
  
  At your service,
  **** Support Team
  **************

  Customer Answer

  Date: 07/31/2024

   
  Complaint: 22007474
  
  I am rejecting this response because:

  I Submitted the warranty form to request further service as previously suggested but have not heard anything back about when a new technician would be coming back out. They still havent addressed my concerns and keep copying and pasting the same response. I requested a refund so that I may obtain a second opinion since they have not sent out a second *********** I also asked them to explain the labor their technician billed me for. What work did he complete on the unit for the $300 that was billed and what is his hourly rate for labor? 

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

  

  Business Response

  Date: 08/03/2024

  Hello *******,
  
  Please accept our sincerest apologies for the inconveniences caused. We genuinely value your time, and I sincerely apologize on behalf of the Team as we weren't able to provide the type of service that we are proud of.
  
  You mentioned that you got a second opinion. Can you send us their formal report coming from the Service Provider for us to have you request further reviewed? Again, we truly are very sorry for the delay, and we thank you for your patience and understanding. We look forward to your response.
  
  
  Kind regards,
  **** Support
  

  Customer Answer

  Date: 08/05/2024

   
  Complaint: 22007474
  
  I am rejecting this response because:

   I attempted to schedule for them to send a technician back out for the same ongoing problem; however, they informed me that there were no available technicians in my area now. Im requesting a full refund because I obtained a second opinion and was informed my unit has a bad transmission and required parts to be ordered to repair the problem. Yet, **** was unable to properly diagnose the unit or determine the problem despite charging me $300 and repeatedly claiming the unit was fixed. Im requesting a refund because I had to hire a second provider to properly diagnose and repair my washer. 

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

  

  Business Response

  Date: 08/07/2024

  Hi *******,

  
  We attempted to arrange a new technician but fell short. You mentioned getting a second opinion from another service provider, who confirmed that our technician misdiagnosed your unit.
  To move forward, please provide the recommendation from that service provider, as mentioned in your August 2, 2024 email, where you indicated that the misdiagnosis is why youre requesting a refund.
  If you cannot provide this documentation, we request one final opportunity to arrange a new technician to reassess the situation and determine the next steps.
  Please note:
  The refund amount will be based on the new technician's diagnosis.
  The new technician may identify minor adjustments needed for your unit.
  We understand this situation is frustrating and appreciate your patience as we work to resolve it.
  
  
  Best regards,
  **** Team

  Customer Answer

  Date: 08/14/2024

   
  Complaint: 22007474
  
  I am rejecting this response because:
  
  I attempted to schedule for a technician to come back out but my request was rejected because they said they didnt have available technicians in my area now. I paid another company for a second opinion and received a proper diagnosis that my washer requires a new transmission. Their technician was not able to properly diagnose my unit or order the appropriate parts to complete the repair. I paid another provider for parts and labor to repair my unit. **** was not able to diagnose it or repair it so I am requesting a full refund from them. 
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/15/2024

   

  
  Thank you for getting back. 
  
  
  For us to re-evaluate your ticket, we may need a copy of the diagnostic report from the other service provider who worked/looked at the appliance. This will serve as a supporting documentation for the team to deliberate if the refund is deemed valid and approved. 
  
  
  
  
  Best regards, 
  PULS 
  
  

  Customer Answer

  Date: 08/20/2024

   
  Complaint: 22007474
  
  I am rejecting this response because:

  I have provided all of the proper documentation as requested and still have not received a refund. Just as they promised to send a ********** back out but then emailed me privately and told me that none would be available, they also stated that a refund was under review but then told me privately that no it was not. I also requested their ************ service report as he filed a fraudulent claim stating that he diagnosed the unit and repaired it with the cost of labor being $300. They won't provide me with their ************ diagnosis or his service report to detail what labor was completed that amounted to $300. They won't answer as to what is his hourly rate as he was only at my house for 20 minutes and unable to find an adequate solution to fix the unit, yet he's claiming to have performed labor that cost $300. I'll be happy to provide the 2nd ************ full service report again but after I receive their ************ service report so that we can confirm that they are not going to just copy and paste what the 2nd service provider did to claim it as their own work. This company has not been honest and there is a high risk for further fraud. I paid the 2nd ********** $492 for parts and labor to adequately repair my unit. The issue at hand here is that their ********** did not diagnose or repair the unit yet charged me $300. They advertise that they guarantee their work but refused to send a ********** back out even though the original problem was never resolved. They can't provide a diagnosis or service report from their **********. Yet, they are refusing to apply a refund and demanding the information from the other service provider which is frankly not their business as it pertains to my unit which they were unable to repair. 

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

• Initial Complaint

  Date:07/17/2024

  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've attempted to contact Puls and they refuse to grant a refund. They did not fix my dishwasher and their technicians are clearly not licensed plumbers or electricians. They committed to repair my appliance and did not do that, instead they "fixed" some made-up issue and classified the work as done. The service was started on June 8, 2024. We paid $200 and nothing was fixed. Eventually, we called our local ***** technician and they were able to fix the dishwasher. Puls refuses to resolve the issue nor provide a refund.

  

  Business Response

  Date: 07/18/2024

   

  Hello, ******. 
  
  
  We are truly sorry for not meeting your expectations and we appreciate you sharing your experience. 
  
  As advised and discussed with you by one of the supervisors you spoke with, sadly, we are unable to honor a refund as the issue after the original repair was unrelated to the original problem that the appliance had. We understand you had ***** fix the problem, however, based on Sears' repair report, the problem was a different one. 
  
  It is our regret for not meeting your expectations as we strive to provide our customers with satisfactory assistance. Nonetheless, we still hope to be able to provide you with a better service in the future. 
  
  
  Sincerely, 
  PULS

  Customer Answer

  Date: 07/18/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because my husband and I notified Puls of the original problem with our dishwasher; the appliance was not operating due to an "FtD" error. Researching the error code in the GE washer's manual states "The FtD error code on a GE dishwasher indicates that the dishwasher has failed to drain. While the issue may seem to be with the drain pump or pressure sensor, it could be caused by something else, such as a clogged sump filter or a kinked drain hose, or a scensor issue" None of the technicians Puls sent fixed the FtD error.

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

  

  Business Response

  Date: 07/19/2024

  Hi ******, 
  
  We apologize once again for any inconvenience or negative experience you may have had. Our team always strives to provide the best service possible and we regret that we fell short in meeting your expectations. 
  
  As we have stated previously, the issue that you reported to us when you booked the appointment is that the unit  is "Central dish spraying unit became detached." none of this mentioned on regarding the error code. 
  
  The technician went back and re-inspect the unit in which he confirmed that it is a different issue which confirmed by Sears. Sadly, we do regret to inform you however, we won't be able to honor a refund since the technician was able to provide a service and the charges were valid.

  Sincerely,

  Puls Support Team

  Customer Answer

  Date: 07/22/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I never made the statement that the "Central dish spraying unit became detached." The uneducated and unlicensed technician inferred that based on their lack of knowledge. I provided video of the FtD error code as proof. Can Puls provide proof that I made an original claim or statement mentioning a spray unit? The money we were charged is invalid.
  
  
  
  Sincerely,
  
  
  
  ******* ********

  

  Business Response

  Date: 07/25/2024

  Hi *******,

  Unfortunately, as initially explained, your initial request was to reattach the spray arm, which our technician completed. No additional charges were applied when the technician reinspected the unit.
  Despite the difference in diagnostics, the leaking issue resolved by the other service provider is unrelated to the initial repair. Additionally, our technician's report did not indicate that any previous repairs caused damage to the unit.

  We understand your request, however as what we've been trying to explain via email as well, given the report coming from ***** and the Technician's inspection, we'll not be able to honor your request for refund.

  Thank you for your patience and understanding!

  Customer Answer

  Date: 07/25/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because my initial request was never to reattach the spray arm. My initial request was to fix the FtD error, which the technician did not do.
  
  
  
  Sincerely,
  
  
  
  ******* ********

  

  Business Response

  Date: 07/28/2024

  Hi *******,
  
  We apologize for any inconvenience this had caused. We'd like to clarify that when you booked your appointment on June 8, 2024, we didn’t have any information regarding an FtD error. The only issue noted at that time was that the "Central dish spraying unit became detached." The Central dish spraying unit you’re referring to is different from the issue ***** resolved, which was related to the dishwasher drain and pressure.
  
  Here’s a brief overview of the two issues:
  
  FTD Error Code: This code might appear if the drain pump is faulty, the drain hose is kinked or clogged, or the sump filter is blocked.
  
  The Central dish spraying unit distributes water throughout the appliance to clean the dishes and other items being washed. This issue has been addressed and resolved by our technician.
  
  According to the documents provided, ***** has not indicated that the adjustment of the Rack Spray arm by our technician caused any additional damage to the unit.

  Should you require any additional information or assistance, please don't hesitate to reach out to us. We value your business and are committed to ensuring your satisfaction.
  
  

  Regards,

  Puls Team

  Customer Answer

  Date: 07/29/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because when I booked my appointment on June 8, 2024, I clearly stated the FtD error and provided a video clip.
  
  
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 07/29/2024

  Hi *******,
  
  After careful review and team discussion, we regret to inform you that we are unable to process a refund. As previously communicated by one of our supervisors, the issue reported after the original repair was unrelated to the initial problem with the appliance. Although we understand that ***** addressed the issue, their repair report indicates that the problem was different from what was originally reported.

  We sincerely apologize for any inconvenience this may have caused.

   

  Best regards,
  Puls

  Customer Answer

  Date: 07/30/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is still unsatisfactory. But to maintain my sanity and peace of mind, I no longer wish to pursue the matter further. I'm so dissatisfied, I will recommend to all of my family, colleagues, and anyone willing to listen to never use you for any services. I'm certain, with your terrible business practices, that your business won't be around for very long.
  
  
  
  Sincerely,
  
  
  
  ******* ********

• Initial Complaint

  Date:07/13/2024

  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.

  They came to repair my dishwasher. I paid the bill immediately. A few weeks later my bank account is debited for $49.00 for some membership fee, which I think was going to be a monthly charge.??I emailed and told them to take me out of their system, that I never signed up for any membership and I wanted my money back. They responded by saying they would cancel whatever it is. I have NOT received a credit back to my account for the money!This is a huge scam. All I want is my money back, and I will never use them again, and I will tell other people to never use them.

  

  Business Response

  Date: 07/14/2024

  Hi *****,
  
  After reviewing the appointment details, you were sent a secure Payment link which gives you the option to choose the discounted price with the membership & a Price without. Upon payment, you chose the discounted option with the Membership.
  
  Upon cancellation, it provided you with a full refund of the plan payment minus the member saving received on your service. Since your member savings exceeded your plan payment, the difference which is estimated to be $49.74 was collected upon.
  
  For further information, please review our membership policy on the link sent to you via email.
  
  Thank you!