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:09/07/2024

  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 used **** for a dryer that needed to be fixed because it was not getting hot. The unexperienced technician can out. He stated the problem and went to his carrot the part(left the trash in my house) he said he fixed it and I needed to clean the filter. I asked him what that had to do with it. He really couldn't tell me. He gave me a price that wasn't correct and I end up paying more for something wasn't fixed. He left and days later I called told him/company it still not getting hot after not using it until needed. I called numerous times and they stated they were going to send someone out to my house. They gave a time he never showed up and I called again no show. I am out of 284 dollars that the company got and sent out a unexperienced technician.

  

  Business Response

  Date: 09/08/2024

  Hi ******,
  
  We apologize for the delay in service and any inconvenience it may have caused.
  
  When you first reached out, we advised scheduling a professional cleaning of the vent to prevent overheating issues. However, we did not receive a response to set up a guarantee appointment with our technician.
  
  For your reference, heres a summary of the inspection conducted on 08/21/2024 between 1 pm and 3 pm:
  
  Initial Inspection:
  The technician discovered that the unit was not heating due to a faulty main fuse, likely caused by overheating. Both the cut-off and thermostat fuses were replaced, which should address the issue. If the problem persists, it may be related to the venting, particularly in an apartment complex.
  
  Post-Visit Checklist:
  Both the thermostat and cut-off fuses have been replaced, and the unit is now heating properly.
  
  The invoice and inspection report were sent to you before the bill was settled. Please find the attached file for your reference.
  
  To move forward with a guarantee appointment, please have a professional clean the vent. Once that is done, we will send a technician for a re-inspection at no additional cost.
  
  
  Best regards,
  **** Support Team
  *****************

  Customer Answer

  Date: 09/15/2024

   
  Complaint: 22253602
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********** *****

  Customer Answer

  Date: 09/17/2024

  I disagree with **** because I called and spoke to them and told me they were going to send someone to my house and it never happened.  I even called the tech and he stated he would come on a Saturday. I have the day I called. 

  

  Business Response

  Date: 09/17/2024

  
  Dear **********,
  
  We hope this message finds you well. We're writing to address your recent complaint regarding the appointment for your dryer and to outline our plan for resolving the issue.
  
  Firstly, we sincerely apologize for the inconvenience. We understand how frustrating this situation must be.
  
  To ensure your unit is properly addressed, we'll send a different technician to evaluate the situation. If the new technician identifies another issue, there will be no charge for the reassessment. However, if he determine that professional vent cleaning is necessary, you will be covering for the cost of that service. 
  
  After the new technician completes their assessment, we will review his findings and discuss the best way to proceed based on his recommendations.
  
  Please let us know a convenient time for the new technician to visit, or if you have any other questions or concerns.
  
  
  
  Sincerely,  
  ****** ***
  **** Team
  **************

• Initial Complaint

  Date:09/01/2024

  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.

  Recurrent unauthorized charges of ***** made on 9/1/24, 8/19/24 and one previous other totaling $41.40. I do not own a home and would never order a home repair service or smart phone service.

  

  Business Response

  Date: 09/01/2024

  Hi ******, 
  
  Weve reviewed your membership and confirmed it is active, having been purchased on 09-17-2023 with monthly billing. Please note that customers are notified 30 days before each payment is processed.
  
  The billed amounts are accurate according to the terms of your membership contract (viewable at ************************************************). The Click & Fix membership is billed monthly as part of an annual plan, with benefits non-transferable and discounts not combinable with other offers unless specified.
  
  As these terms were agreed to upon signup, we are unable to issue a refund.
  
  We have sent a cancellation link for you to review the charges before finalizing the cancellation.
  
  For any questions or further assistance, please reply to this email or call us at **************.
  
  
  
  Best regards,
  The **** Team
  *****************

• Initial Complaint

  Date:08/26/2024

  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 left work early 2 days in a row & the technician never showed up No answer ever at **** number

  

  Business Response

  Date: 08/27/2024

  Hi ********.

  We sincerely apologize for the inconvenience youve experienced. This does not reflect the level of service we strive for. Weve sent a Technician Incident Report (TIR) to the technician for this issue. To make amends, wed like to offer you a $50.00 discount if youre willing to reschedule. We will make every effort to assign a technician for this last attempt. Thank you for bringing this to our attention, and we appreciate your patience.
  
  
  **** Team
  **************
  ****************

• Initial Complaint

  Date:08/26/2024

  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 used the **** Appliance Repair website, because my *********** dryer that we purchased in Feb. 2024, was not longer blowing out heated air to dry the clothess. They sent a Repair Technician to our house on Aug 9, 2024 and charged us $375 that we had to pay. We didn't get what he even did to fix the dryer, and when my husband texted him that it still wasn't working, the Repair Technician did not respond.I then sent two emails to ****, because they said their work was guaranteed, but in order to back their guarantee, they were going to send out the same technician. We felt since he didn't fix it in the first place, we did not want the same technician to come back. I have since sent another email to their support address and have not heard back from them.Is there anything you can do to help, besides us just filing a grievance?****

  

  Business Response

  Date: 08/27/2024

  Hi *******,
  
  Were truly sorry to hear about your experience and the issues with your dryer repair. We understand how frustrating this must be for you.
  
  To address this, wed like to offer a new technician to reassess and provide the necessary service, as your appointment is still under our 90-day guarantee. Please let us know your availability so we can arrange for a new technician to visit and resolve the issue.
  
  Thank you for bringing this to our attention, and we appreciate your patience as we work to make things right.

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

• Initial Complaint

  Date:08/23/2024

  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.

  We requested a microwave installation from **** online.We included a picture of the location of the microwave installation in the kitchen, a description of the work, and the information on the new GE Profile model to be installed in the cabinet.**** provided and estimate of the cost of the work as 1-2 hours at a cost of $115.80 per hour.We signed off on this estimate and scheduled the appointment for 8/21/24 at an arrival time between 2 and 3 pm.The technician ******* arrived at 4:06 pm - over an hour late.Upon arrival, he informed my wife that it would take 4 hours to install and he began work.We were not concerned because it was an hourly rate and we would pay for the amount of time it actually took.Upon completion of the work at 4:50 pm, 44 minutes later, ******* requested/required payment from my wife for four hours of labor at a cost of $463.21.My wife and I discussed the situation and we were concerned about her getting into an argument with a large man in our home, so we paid the $461.21 and I told my wife I would pursue reimbursement later form **** for the obvious overcharging.I presented all of these facts to **** and they refused to refund the amount requested and are charging us for 4 hours of work for 44 minutes of work.Among the reasons they stated for the overcharging were - The microwave was heavier than a regular microwave - I included the model of the microwave which included the size and weight of the microwave.A mounting kit had to be installed - once again, we included all of the information on the model to be installed, including the picture of the similar microwave being replaced. This literally required four screws to be removed and four screws for installation.******* discussed the time required with my wife - he did say it could take up to 4 hours, be the rate quoted at inception and installation was an hourly rate. We had no idea they would charge 4X the actual time required.******* is a thief and a liar and **** backs him.

  

  Business Response

  Date: 08/24/2024

  Hello *****,
  
  We sincerely apologize for the less-than-positive experience you had with our service.

  Our technicians are highly skilled, and the labor charges reflect their expertise and the quality of workmanship we deliver. We always provide a repair quote after diagnosing the issue and proceed with the repair only after receiving customer approval. We offer customers the option to decline or refuse service and never pressure them into accepting a repair at the quoted price.
  
  We understand that you were not at home during the service and could not oversee it. However, as mentioned in our email responses, our technician discussed the repair with your wife and received her approval to proceed based on the estimate provided. This is why the technician continued with the job.
  
  We regret that we did not meet your expectations, which led to your review. Please know that we take your feedback seriously and will use it to improve our service in the future.
  
  Sincerely,
  **** Support

• 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!