Complaints

This profile includes complaints for Puls Technologies, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Puls Technologies, Inc.

  849 E Stanley Blvd PMB 203 Livermore, CA 94550-4008

  
• 

  Puls Technologies, Inc.

  444 Spear St San Francisco, CA 94105-1684

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/22/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 19 July 25 ***** ******** was dispatched to my home on behalf of Puls Technologies to troubleshoot and repair a Frigidaire refrigerator ice dispenser. He arrived late with no prior communication, but arrived nonetheless, and went to work. He removed the control panel, performed no repair, and reinstalled the original part. He tested the appliance, claimed it worked, and asked me for a signature. Unbeknownst to me, the credit card I provided was charged $292.90 (invoice attached), but I was quoted $89.00 up front (quote attached). He also completed a satisfaction rating on my behalf without my knowledge, and left. A few minutes after his departure, I discovered that the issue was still present. He returned, presumably under warranty, on the evening of 21 July 25, and performed additional diagnostics (diagnostics using ******* on his phone). He determined at that point that the auger motor needed to be replaced, and attempted to quote me an additional $250 for the repair. When I mentioned that the repair should be covered under warranty, he became argumentative. I then asked for proof that he was authorized by Frigidaire to work on their equipment, but he refused. He further refused to provide access to his supervisor, or customer service department. At that point I asked him to leave. He argued against leaving, so I insisted and followed him outside. When I saw his personal vehicle in my driveway, I immediately noticed an Ontario license plate and asked if he was legally allowed to work in *****************. At that point, he jumped into his vehicle and sped off, chirping his tires on the way up our street. Additionally, he dropped a drill on our wood floor during his first visit, leaving behind a noticeable dent in the floor. I wholeheartedly believe this :"technician" is working in the country illegally, and not only did he trick me into authorizing a charge, he deliberately misrepresented a quoted price.

  

  Business Response

  Date: 07/23/2025

  Hi, ******. 

  We apologize 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. 
  
  At our core, we are committed to providing value without compromising the quality of our service, as we endeavor to ensure successful repairs. We fully understand your concerns and the perspective you are coming from to address this issue. We apologize for any inconvenience caused and have reported the technician to our engagement team, as he has also violated the terms of being part of the platform. Additionally, an incident report has been filed regarding what occurred, and it has been forwarded so they can take the appropriate disciplinary action.
  
  Sadly, we will not be able to proceed with the refund since the technician confirmed that the auger motor needs a replacement. The technician understood that you already paid for the labor in which he will only collect the payment for the part amounting to $122 before taxes. 
  
  Please let us know how would you like to proceed. 
  
  Sincerely, 
  *****
  **** Support Team
  
  

  Customer Answer

  Date: 07/24/2025

   
  Complaint: 23635738
  
  I am rejecting this response because:

  There has been no effort made to prove that the technician is legally authorized to work in the *************, and it is therefore my position that the money he collected was collected illegally. Furthermore, he could not show proof that he is factory certified through ********** to diagnose or repair their appliances. He showed me a part that he believes would correct the symptom, but had no diagnostic evidence of his findings to confirm the root cause analysis. Please also note that on the invoice for which I am seeking reimbursement the technician concluded that the issue had been resolved, and alleged that the root cause was a dirty control board. I am a licensed master electrician, and factory certified master generator technician who is extremely well-versed in control wiring for both AC & DC circuits, as well as electrical motors. Also, I am currently in an administrative position as the head of a generator dealership, and understand extremely well the requirements of factory certification when you are working on brand-specific equipment, particularly where warranty coverage may be of concern. When I questioned the technician about his qualifications during the most recent visit, he assumed a condescending tone and asked if I called Frigidaire, or called ****. If he were qualified, he would understand that his question is irrelevant. To put it in perspective, if you have an issue with a vehicle, you don't call the manufacturer, you call a factory authorized service dealer. That is exactly what I was led to believe I had done when I booked the initial visit. I used the ****** search engine to search for "Frigidaire Appliance Repair near me" and **** was at the top of the list. Considering conventional SEO & digital marketing practices, it is my position that your marketing staff is misrepresenting your company's capabilities, and for that reason alone, I feel that I am entitled to a full refund. Otherwise, what evidence can you provide to prove that the technician did not damage my auger motor during his initial visit?

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

  

  Business Response

  Date: 07/25/2025

  Hi ******,
  
  Your concern has been evaluated and we can now move forward in processing the refund amounting to $292.90.
  
  The stated amount will be refunded to your **** card ending in 7190. This has been forwarded to Finance for processing.
  
  Thank you for your time and understanding.
  
  
  **** Customer Support

  Customer Answer

  Date: 07/26/2025

  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:07/21/2025

  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.

  I called **** because I had a problem with my oven. The assigned me a technician and he told he he will arrive at the apartment between 10 and 12 in the morning. He never showed up so I called him and he said he will arrive between 12 and 2:00 pm. He never showed up. Finally he went and he said he had to replace the ignitor, he did and left. I paid him 320 dollars. 2 or 3 days after I called him because the oven was not really fixed. He came back and said that the problem was the panel and not the ignitor. He said he was going to order the part and come back which he never did. I called him several times and he never answer. He was not answer from June 6 to July 9th. I had to call the company to complain. They sent me another technician who replace the panel. Now they are charging me 249 dollars besides the 320 I paid before. I told them I should not be paying the 320 because it was not my fault that they replace the wrong part. Please help me. This is not fair. Besides it took them 5 weeks to repair my oven. They caused me a lot of problems.

  

  Business Response

  Date: 07/21/2025

  Hi *******,

  Apologies for any inconvenience caused. Your concern is being reviewed by the ******************** and unfortunately, we are unable to honor your refund request as settlement since Technician Farid was able to render the Control Board Replacement. You will be notified via email on any updates regarding the repair review.

  We will continue to communicate with you via email for any updates.

  Thank you!

• Initial Complaint

  Date:07/17/2025

  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.

  Called **** for a repair of ice maker for refrigerator on 6/14. ***** ***** showed .up on 6/14. Gave check for filter of $50, Also have charges on 6/14 ****** and ****** a 6/ 17 25.. and 6/24 ******. Note ice maker still not working as of 6/25 Called the company again. Requested someone come out and repair this or remove the ice maker that is not working. Employee has been here 6/14/6/16/6/17/6/20 and 6/24.

  

  Business Response

  Date: 07/18/2025

  Hi ******,
  
  Thank you for reaching out with ****. We sincerely apologize for the scheduling complications and the inconveniences we may have caused. As much as we wanted to send a technician as immediately as possible, it really depends on the availability of our techs in your area and if they have the correct parts/tools to support the service requested.
  
  We are working on getting a different Technician assigned for your new requested time for tomorrow and you will be notified as soon as we have an update.
  
  Thank you so much for your understanding. You can also reach out to our Support Team ************** for assistance.
  

  
  **** Customer Support

  Customer Answer

  Date: 07/22/2025

   
  Complaint: 23518531
  
  I am rejecting this response because: Please see attachement 
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 07/23/2025

  Hi, ******. 

  We truly sorry for the inconvenience that this has caused you. We just wanted to clarify what happened because the only payment that we received is for the water inlet valve and for the ice maker replacement and not for the water filter. Additionally, we are sorry for the confusion as the $89 that was sent for the service is just for the technician's payout and it is not for your to pay for the diagnostics fee. 

  Upon checking your account a service request has been set for tomorrow for a new technician to check what happened on the recent repairs provided. Our broadcasting team is currently working on assigning a technician to do the re-inspection. Once a technician is assigned a notification will be sent via email and SMS. 

   

  Sincerely, 
  *****

  **** Support Team

  Customer Answer

  Date: 07/24/2025

   
  Complaint: 23518531
  
  I am rejecting this response because: Received your email regarding the disputed $89 service fee.  I will be available for another tech to come in and check refrigerator.  the email you sent has jamed my computer had to log out to rid the error message.  On June 14 charge of $129.04; June 17 charge $25 and a check made out to ***** ***** for $50; June 17 charge 174.78;June 24 120.63.
  
  I have received no information about a tech for tomorrow July 25 have one for July 26.  July 25 I have an x-ray scheduled for 7 am so will be home by 745 am will be ready for tech the rest of the day and will be ready for tech on July 26 all day also. Would like aproximate time for arrival.
  
  Message me at ************ or use above email **********************************
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 07/25/2025

  Hi ******,
  
  We sincerely apologize for the scheduling complications and the inconveniences we may have caused. As much as we wanted to send a technician as immediately as possible, it really depends on the availability of our techs in your area and if they have the correct parts/tools to support the service requested.
  
  We are working on your new requested time for tomorrow and you will be notified as soon as we have an update.
  
  Thank you so much for your understanding. You can also reach out to our Support Team ************** for assistance.
  
  
  **** Customer Support

• Initial Complaint

  Date:07/16/2025

  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.

  After receiving no response to my request for a refund of the $89 service charge after several emails, I called customer service today and was told that my request had been "declined." I asked for an explanation for the decision based on information that I have already provided. Specifically:1. Improper Inspection/Diagnosis. The ONLY thing that the technician did was to take a temperature reading. He then said that the evaporative fan motor AND the control board needed to be replaced and that these were common problems. I learned later that my refrigerator has a diagnostic function to quickly and accurately identify problems but the tech did not use it. 2. The tech filed a false appointment summary stating that he "thoroughly" inspected the refrigerator and he "checked unit found faulty board and fan motor assembly" which are outright lies. 3. The tech enrolled me in a membership plan that I specifically did NOT authorize. I told him that I would not sign up for the plan until I discussed it with my husband and read the contract. He said I had to pay for the service charge and a deposit for the parts that day and asked for my credit card. I later received an invoice and learned that he signed me up for the membership and charged my credit card for it without my authorization. 4. The tech falsified the customer signature block on the quote. I later received the quote that states "Please have the customer review the following quote and sign in the signature box below." The tech did not show me the quote (which also includes the membership fee) or ask me to sign. The signature on the form is NOT mine. 5. The response to my Yelp review states that the tech's "behavior has been formally reported . . . for Disciplinary action" which is an admission that the tech acted improperly and/or illegally. I am getting the "run-around" and I am sick of it. Why isn't the above sufficient to refund the service charge?

  

  Business Response

  Date: 07/17/2025

  Hi ******,
  
  Apologies for the delay! Your request has been forwarded to re-evaluation and we have been given the approval to proceed in refunding the $89 as well. The stated amount will be refunded to your **** Card ending in 4563.
  
  Kindly let us know if you have any further concerns. You can respond to the email sent to you.

   

  Thank you!

• Initial Complaint

  Date:07/11/2025

  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.

  **** is one of the biggest scams I have ever come across. I became a member about a year ago. I paid for their high level membership ($59.99) per month. My recent experience with them over my dryer repair is unbelievable. I had a technician show up about two weeks ago and claimed that the problem for my dryer was due to the vent not being cleaned, he charged me money to "clean" inside the dryer ($161) on top over the service call fee. I had my dryer vent cleaned and the problem still persisted. The same technician showed up last week and "repaired" the dryer and left. The dryer did not work again. I tried to call **** because their policy is if they cant fix it, they will replace the appliance. I had a supervisor play phone tag with me and the message he left was that "based on the the team's review, you will need to pay more money for repairs". That sounds like complete BS. It is a good way to frustrate and make customers leave. I canceled my membership just today. Do not listen to this company and all of their gimmicks, they are con artists in the truest sense.

  

  Business Response

  Date: 07/14/2025

  Hi Junaid,

  Apologies for any inconvenience caused. As reviewed, Team was having the options discussed with you and you did not notify the Team that the issue still persists after you had the vent cleaned. Since you mentioned that you had the vent cleaned, can you send us the Service Report provided by the Service Provider who cleaned the vent?

  Based on the record, you had your plan cancelled so we can no longer review your concern under the warranty that you initially have. About the warranty coverage, there is Terms and Conditions regarding what is being covered and what is not. Attached is the document for you to check.

  Thank you!

• Initial Complaint

  Date:07/11/2025

  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 June 13, 2025 we called a repairperson to our home to fix an appliance. The price was more than $500 - he then told us that his company has a monthly plan where you pay $35 a month for a 15% discount on repairs. He said we could cancel at any time - no charge. He pressured us into signing up - he could not move forward with authorizing the repair until we decided if we wanted to enroll. He specifically told us people often just cancel after one month. We never had a contract. Today I went to cancel at the end of our first month and was told it would cost $86.98 because we now have to pay fees as well as the money we allegedly saved on the repair. I asked if new would have to pay back the fees and saving no matter when we canceled and he said "Of course!"This is a scam! Also - we did not specifically call this company **** to do the repair - I called Whirlpool and this is who they sent

  

  Business Response

  Date: 07/12/2025

  Hello, Esme. Thank you for reaching out and sharing your experiencewere sorry to hear about your frustration and appreciate the opportunity to clarify.
  
  Based on our records, your membership was canceled within the initial 30-day period. While we understand you were informed the membership could be canceled at any time, our policy also notes that if cancellation occurs within the first month, any discounts applied to recent services are reversed. This means the amount of $86.98 reflects the discounted rate you received under the membership plan. 
  
  Appointment - #******* 
  Member savings - $21.40
  
  Appointment - #*******
  Member savings - $85.68
  Security & support fee waiver- $14.90
  
  We certainly regret any confusion during the enrollment process, and we take your feedback seriously. We aim to ensure all communication is clear and transparent, and we're reviewing this internally.

   

  Thank you, 

  **** Team

  
  

  Customer Answer

  Date: 07/18/2025

   
  Complaint: 23587254
  
  I am rejecting this response because: We were pressured into signing up for this service with no contract. This is not a service you are running but a scam to get $35 a month out of customers who them have to repay any savings when he service is canceled. No one ever explained this or told us how this works. Respectfully, I would like a refund of the fees you charged to cancel.
  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 07/19/2025

  Hi Esme,
  
  Upon your member cancellation request being processed, it provided you with a full refund of plan payment minus the member saving received on your service. Since your member savings exceeded your plan payment, the difference was collected upon cancellation.

  Appointment - #*******
  Plan Payment = $34.99
  Savings - $21.40
  
  Appointment - #*******
  Security & Support Fee Waiver - $14.90
  Member Savings - $85.68
  
  Total Discounts - $121.98
  
  DIFFERENCE = $86.99 - Collected upon cancellation.

  
  Thank you,
  **** Support

• Initial Complaint

  Date:07/11/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July ****** tech came to repair my refrigerator. I was told that it needed a part. He gave me a quote and told me that I need to pay a deposit of ******. Which was paid on July ******. I received an invoice confirming that the payment was received. Tech made an appointment for July ******* for 5-7p. He missed the appointment. I have not heard from him. I just want my refrigerator repaired or a refund.

  

  Business Response

  Date: 07/12/2025

  Hello, Novella. Thank you for providing the details of your recent repair experience. We understand how frustrating this situation must be and truly appreciate your patience.
  
  Upon reviewing our records, although the technician scheduled a follow-up appointment for July 10 between 5:00 and 7:00 PM, we sincerely apologize that this appointment was missed and that you werent contacted promptly.
  
  However, we do see in our system that the repair was completed on July 11 at approximately 7:00 PM. If you're still experiencing issues with your refrigerator or if you feel the repair was not successful, please let us know right away. 

   

  Thank you,

  **** Team

  Customer Answer

  Date: 07/12/2025

  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:07/10/2025

  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.

  Made appt to fix dryer 7/8/2025. Appt date 7/9/2025. Tech arrived within given time. 11:45. Said appliance (dryer) needed timer. Didnt have part would call back within 1-1/2 with quote. Never called back. Finally was able to reach someone in office after 6pm. Was told also needed thermo fuse. What? Spoke with tech for a few minutes never mentioned this but ok. Was told she would text with quote for parts and labor. Tried calling numerous times the next day and no contact with tech or office. Was told no later than Thursday. Well looked up reviews and this seems to be a common issue. Would like refund of 89 so I can apply it to reliable company.

  

  Business Response

  Date: 07/10/2025

  Hi *********,

  We had your complaint reviewed on our end and based on the Service Report you've submitted, this is not with **** but with Priority ****************** We tried pulling up any record for ******************************************** however, we're unable to pull up any request. Kindly reach out to the correct Service Provider for you to be assisted.

   

  Thank you!

• Initial Complaint

  Date:07/08/2025

  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.

  On 6/19/25, a Puls Technologies technician diagnosed my broken refrigerator, replaced a part with a 90-day warranty, and charged $486.90. The fridge broke again within 12 hours. I immediately informed **** and scheduled a follow-up appointment, requesting a full refund instead of further repairs.**** agreed to retrieve the replaced part on 6/21/25 between 10AM-12PM ET, but the technician never arrived. After 12PM, I called and was told they weren't coming to collect the part and would issue a refund.A week later, with no refund received, I called for an update and was told they were reviewing the case. I called again a few days later and received the same response. On my third call the following week, **** stated they wouldn't refund me until I provided proof of purchasing a new refrigerator. I explained this was irrelevant, as their technician failed to collect the part and I was promised a refund.I was escalated to a supervisor who said they were unaware of the missed appointment and would review the case. Another week passed without contact. On 7/8/25, I called again and was told after a 25-minute hold that I would receive a refund minus $89 for the initial "diagnosis." I disputed this, explaining the misdiagnosis evidenced by the quick breakdown after "repair."The Supervisor then stated they would only issue a full refund if another company confirmed ****** misdiagnosis, knowing I had already replaced the refrigerator. Despite my explanations and reminders of their failure to collect the part and promise of a refund, **** insisted on withholding $89.****** requirement for me to pay another company to confirm their misdiagnosis is unreasonable, as it would cost more than the $89 they're withholding. This situation would have been avoided if their technician had shown up as scheduled or if they had honored their promise of a full refund.I am requesting a full refund of $486.90 from Puls Technologies. Please advise if you need any additional information.

  

  Business Response

  Date: 07/09/2025

  Hi, ****. 
  
  We apologize 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. 
  
  Upon checking your account with us we saw that we are able to process a refund regarding the payment you made. Sadly, we will not be able to proceed with processing the refund for the $89 as we are unable to proceed with the Guarantee process in which we could have send a new technician to confirm what happened on the repairs made by the technician as sometimes the part may be defective or just needs some adjustment which is not a fault or not the intention of the technician. 
  
  We also found that since you confirmed that you already bought a new unit the team has been following up with you to forward the receipt of the new unit for our documentation purposes as just like what we have stated above in any case that you still have the unit a new technician can be sent out. 
  
  *****
  **** Support Team
  
  

  Customer Answer

  Date: 07/10/2025

   
  Complaint: 23570824
  
  I am rejecting this response because: Prior to getting a new refrigerator I had an appointment scheduled for your technician to come on 6/21/25 from 10AM - 12PM ET to remove the replacement part to process the refund. The technician never showed. When I called them after waiting over 2 hours they said they were no longer coming because I bought a new refrigerator and I would be receiving the refund. They did not have the courtesy to call and tell me they were not coming. I had boughten a new refrigerator by that time, but postponed the delivery to allow for your technician to come an retrieve the part. If they had come, they would have been able to take back the replacement part and confirm their original diagnosis was inaccurate. 

  As for providing proof of purchase for the new refrigerator, that is irrelevant to your company not properly diagnosing the problem and installing a piece of equipment that did not last longer than 12 hours before breaking down. Not to mention, as I said previously, I had not received the new refrigerator at the time of the appointment for your tech to retrieve the old part. Additionally, I told 2 separate people on the customer service team that the email requests for the documentation were going to my landlord (***** ****, who originally scheduled the service) and not to me. I asked to be copied on these emails so I could receive any updates on two separate occasions and never once received an email or a call from your team.

  I should not be penalized $89 because your technician did not show to the scheduled appointment for them to retrieve the part. If they had, this entire back and forth over the past 3 weeks would have been avoided. Working with your company has been a horrible experience and it is sad to see how poorly you treat your customers. Please do right by your customer and process the full refund for the service I paid for that you did not execute. 

  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 07/11/2025

  Hi, ****. 
  
  We understand your sentiment on this matter however as you know, the only reason why the technician will go back to retrieve his parts is because you insisted on a refund despite having our Guarantee policy which was agreed on when you booked and paid the appointment. 
  
  Even if the technician was able to go back, retrieve his parts and confirmed that it is defective that is why the unit is still having issues we will still need to collect the $89 service call fee given that the technician was able to provide a service thus making the charges valid. 
  
  You have been advised that a receipt for the newly bought unit is needed for us to have it documented properly, an email was also sent to your landlord regarding this in which we didn't receive an update. Sadly, we will not be able to process a refund for this. 
  
  *****
  **** Support Team
  
  

• Initial Complaint

  Date:07/01/2025

  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.

  On May 7 **** came out to 560 Valley View to repair my washer. I had contacted them several days before to setup the appointment. You see that there is only 1 service person who came out(Diego) but you look at my charge statement and you see that **** is charging me twice for the same job. The charge is on the same day and same time. I called **** and they stated they could only see 1 charge but you clearly see two charges. The credit card company say they cannot refund money as **** has been paid. They stated submit infomation to support but when you call there is very little to no help with this matter. n

  

  Business Response

  Date: 07/02/2025

  Hi, *****/*******. 

  We have received your complaint and we are able to checked this with our finance team which they confirmed that we only received one payment from you regarding the repairs for your Washer. We have included to this response the screenshot of the transaction which confirms that a payment amounting to $385.98 is the only amount that we have received. Our finance team confirmed that you should contact with your bank to have this further checked. 

  *****

  **** Support Team

  Customer Answer

  Date: 07/03/2025

  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,
  
  ******* ****