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:06/27/2024

  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.

  This company boasted an $89 fee. Sent an unskilled unknowledgeable technician out who then claimed we owed $244 after having done nothing to our washing machine nor fixed the problem. When we followed up with a complained they sent the same technician who pretended to know what he was doing but made up ridiculous claims that were obvious and in contrast to the manual. I requested a refund but was only offered a partial refund after complaining to PayPal. This company seems to be scamming customers. When the tech came the second time he also detached a hose and didnt replace it with its hose clamp causing a flood to occur. Furthermore I found an unauthorized recurring charge on my PayPal account from them! The costumer service is barely comprehensible with their basic English. Very frustrating and a waste of four months and lots of hours and money.

  

  Business Response

  Date: 06/28/2024

   

  Hello Geneva, 
  
  
  Thank you for sharing your feedback with the BBB community. 
  
  We are truly sorry for the negative experience, the team would definitely love to rectify this matter and provide you with a resolution. However, our system shows that there's an ongoing dispute with your payment which does not allow us to proceed with any further steps at the moment and we may need to request you drop the said dispute for us to proceed. 
  
  Regarding the aforementioned charge, our records do not show any recurring/ongoing charge to your PayPal account. If you could send us a screenshot of it for us to check on review, that'd be great. 
  
  
  Please call us at ************** or you may respond to our email for immediate assistance. 
  
  
  Kind regards, 
  ****

  Customer Answer

  Date: 06/29/2024

   
  Complaint: 21913822
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 07/01/2024

  This company refuses to use the formal PayPal complaint platform to communicate. I have not escalated it for a PayPal review it simply allows our conversation to be documented. They continue to only communicate via personal email stating they will offer me partial refund only after I close the PayPal complaint platform. I do not accept partial reimbursement when they have not provided a service but rather causes more problems to our washer. We request the full refund of $294.50

  

  Business Response

  Date: 07/02/2024

  Hi Geneva,
  
  After careful review of your case, we are pleased to inform you that a refund of $155.90 plus $50.00 tip has been approved, following the deduction of a service fee amounting to $89.00, as discussed previously.
  
  Regarding the service call fee, the technician provided detailed diagnosis information for your unit. This fee was communicated by the technician before the diagnosis was conducted.
  
  Please be aware that our system requires the dispute to be dropped before we can proceed with the refund.
  
  If you have any questions or would like to discuss further steps, please feel free to reach out. We are here to assist you.
  
  Best regards,
  
  **** Refund Team

  Customer Answer

  Date: 07/02/2024

   
  Complaint: 21913822
  
  I am rejecting this response because this company continues to ignore the formal process of communicating via PayPal and has yet to reimburse us. Once they reimburse us the full amount via PayPal we will close the case. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 07/03/2024

  Hi Geneva,
  
  We received your rejection to our last response indicating the refund approval of $116.9. Although we understand your sentiment in this regard, we regret to inform you that the system is preventing us from processing the refund to your PayPal account with a dispute open. We can only wait for this dispute to either be dropped or finalized sooner before we can proceed with processing your refund. 
  
  Hoping for your understanding in this matter, 
  **** Support

• Initial Complaint

  Date:06/20/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I contacted **** for as my refrigerator was making a churning noise and I wanted to see what the issue was. The refrigerator was working fine, both the freezer and the refrigerator were cooling but I wanted to make sure the compressor wasn't going out. I contacted **** and they sent over a technician, ********. ******** advised that the issue was due to freon leaking through the evaporator. He advised it would cost around $600 dollars to repair. I advised I did not want to spend this and since it was operating fine to just keep until it no longer works. After ******** left the refrigerator was in worse shape than before he came. The refrigerator and freezer were both no longer cooling at all, the freezer was not making ice, and there was no water coming out. I requested that someone come out to return my appliance to how it was working before he arrived and the only response that I received was that they can send someone to repair the appliance, but I needed to approve the $600. I also provided a one-star rating and was advised someone would contact me but no one did. In the end the appliance was in worse shape than when the technician arrived, and I ended up having to throw out $100 worth of food due to this as well.

  

  Business Response

  Date: 06/21/2024

   

  Hello *******, 
  
  We appreciate you sharing your feedback with us. We sincerely apologize for the negative experience. 
  
  
  We understand that the only issue on the appliance that you reported when you booked with us is the noise issue - "churning noises". We then sent our technician to fully diagnose the problem and he reported that the noise is actually the freon running through the lines of the evaporator, which is bad and needs to be replaced as it causes the entire unit to not cool properly as it is supposed to. 
  
  
  We previously sent you a breakdown of the estimate/quote for the repair awaiting for your confirmation for us to give the technician a go signal to order the needed parts for the repair. 
  
  With that being said, regrettably, we are unable to honor a refund as the $89 service call fee was the fee used to connect you with the technician who traveled to your location and fully diagnosed the appliance. 
  
  
  
  Sincerely, 
  ****

  Customer Answer

  Date: 06/22/2024

   
  Complaint: 21871002
  
  I am rejecting this response because:
  This response only provides the diagnosis for the refrigerator and the cost to repair. They are not taking responsibility for the technician leaving the refrigerator in worse condition than when he arrived. After the technician left it no longer cooled, made ice, or was able to get water. I have explained this and **** is having a difficult time taking responsibility for this and acting with any type of integrity.
  Sincerely,
  
  *************************

  

  Business Response

  Date: 06/25/2024

  Hi *******, 
  
  We are really sorry for the dissatisfaction you have with the last response on your complaint. Know that we understand your sentiment in this case. We have your case re-escalated to the management team and after further deliberation, we can now proceed with refunding you the service call appointment last June 13, 2024, amounting to $89. 
  
  For us to proceed with this refund, please see your email, as the team will be reaching out to you for its processing.
  
  Best, 
  **** Support Team

  Customer Answer

  Date: 06/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/17/2024

  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.

  A techician name VU came out on 6-16-24 to fix my dryer. He assured me that the issue was with the lock switch and that they store was close for him to get the piece to fix my dryer and he left without connecting my dryer door back together because he said it would be better to leave the door off until i get it fix because it would be easier to put back on. So i was able to get the lock switch repair which wasnt the issue with my dryer because im still having the same problem. I call the office to speak with someone about the issue and asked them if they can send someone else out to fix my dryer and the lady told me that its nothing they can do. I feel so disguisted that i paid them $95.00 to give me false information and then for them not to try to fix the mistake that they made. They is a rip off and i wouldnt recommand nobody do business with them.

  

  Business Response

  Date: 06/17/2024

  Hi ******,
  
  Apologies, as initially explained and reiterated, due to the repair attempt on you end after the inspection, we are unable to send the technician back at no cost as apart from the appointment requests are service calls, based on the coverage of our ****************** DIY repairs are not covered. Please check and refer to our General Rules of our ***************** as the 6th section states that: 
  * Appliances that are serviced by the customer or another technician or service company after service has been performed by **** will void **** guarantee on the service provided. This includes:

  1. Any Do It Yourself (DIY) repair or repair attempts made by the customer after the initial service performed by **** will void the **** Service Guarantee

  2. Any repair attempts or work performed by another service company after **** service has been completed will void the Service Guarantee on the service provided by ****
  

  We understand your frustration as we also want every customer's issue to be resolved; however, please do note that freezer or refrigerator units have complex systems and mechanisms. Repairs made by individuals who are not legitimate and skilled technicians can pose further risks to one's appliance. In this regard, there *** be a possibility that the technician recommended the wrong part but there is also a possibility that he made the right recommendation; however, the attempted repair *** have caused further problems to the unit. 
  
  Nonetheless, the team has reconsidered a $20 discount if you want to book another inspection request.
  
  
  Kindly let us know how you would like to proceed.
  
  
  Thank you!

• Initial Complaint

  Date:06/13/2024

  Type:Customer Service 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 rescheduling my appointment three times, it is clear that they have no intention of coming to fix the problem, and are happy to keep any customer of their in limbo. Then charge the same fees regardless of poor customer service. Nobody online recommends this company, with 75 out of 75 reviews in my area giving one star reviews. Clearly a scam operation looking to extort money from their clients. Shameful and completely useless.

  

  Business Response

  Date: 06/15/2024

   

  Hello ***, thank you for sharing your feedback with us.
  
  Please accept our sincerest apology for the inconvenience this has caused you, it is unacceptable to be rescheduled multiple times without communication and we regret this shortcoming on our end. 
  
  Although this is not the experience we wish you to have and as the team did their best to assign a technician for your appointment, unfortunately, the number of technicians we have in your area is limited causing the failure to accommodate your service request. Regarding the aforementioned fees, our record shows that no charges have been collected and paid for by you. The company only charges fees for services that were provided and rendered by our technicians and the company.  
  
  We appreciate you considering ****, and we still hope to be able to service you in the future as we expand our services. 
  
  
  
  Sincerely, 
  ****

• Initial Complaint

  Date:06/11/2024

  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.

  I contacted the company for a diagnostic on a dryer issue. Multiple locations on their website show that the service fee for them to diagnose the issue is $89- it also states multiple times that you can decline a repair and only pay the $89. On the 1st scheduled day, the window was 1p-3p, I kept trying to reach out to the tech and the company and finally got a response at 2:55p stating he still had another appt before mine. We rescheduled that appt. The 1st rescheduled appt, the tech cancelled on me and scheduled for the next day. Once the tech came out 4 days later, he sat outside my house for approx. 20 minutes before approaching the door. Once the tech came inside and attempted to take apart my dryer, he stripped one of the screws and blamed it on someone else having worked on it- this is a 1.5yr old dryer that I've never had work on, I heard and observed him having issues with the s**** Once the dryer was opened, the tech found the issue- a small metal piece in the drum. He then advised me the cost to repair is $230- to which I declined the repair and told him that I would take care of it myself due to not having that money and only expecting to pay $89. The tech told me "oh well" then removed the piece. I repeated to him that I cannot pay the $230 and declined the repair. He reassembled the dryer, and did not replace the s**** that he stripped. He tried promoting his own separate business to pay him on the side inside of the **** company. I declined that. He then charged me $220.82. Since I felt uncomfortable at this point and needed him out of my house, I paid the fee and told him to leave. I've been in constant communication with the company to inform them of the issue and they refuse to listen to fix the problem. No where on their website does it say that you are required to pay the repair fee once you decline. That was the tech's choice to repair after I declined multiple times.

  

  Business Response

  Date: 06/11/2024

  Hello ********, 
  
  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. 
  
  After further evaluation of your request, we can now move forward with the refund less the service call fee, amounting to  $131.82. However, we saw that a dispute was submitted regarding the payment that you made and we will not be able to proceed with processing the refund as our system won't allow us. We highly advise you to have it canceled or have it dropped for us to proceed with your request. 
  
  We also want to let you know that since a refund was approved and we will reverse back the charge to the service call fee, your service Guarantee with us will be voided since the charge will be going back to inspection fee only. 
  
  Please let us know how you want to proceed. 
  
  Sincerely,
  **** Support Team

• Initial Complaint

  Date:06/10/2024

  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.

  Date of Transaction: 29 Nov -2Dec 2023 *** of ***** Paid the business: $913.23 What business committed to provide: Repair Refrigerator Nature of Dispute: Wrongly charged for products and services not provided Whether business has tried to resolve the problem: Not specifically, used vague and general terms to avoid providing specific responses to specific questions and, tried to get me to pay for an investigation Acct/Tracking #: Svs ID ********************************* Issue involves advertising: NO

  

  Business Response

  Date: 06/11/2024

  Hello, *******. 
  
  Thank you for bringing this to our attention and for informing us about the concern or issue that you had with your appointment. 
  
  We are very sorry for the inconvenience and we truly understand your sentiment to specify and document the part numbers and receipts. 
  
  Thus, after reviewing the details of your appointment and previous refund ticket, the team would like to offer and set a complimentary inspection to verify and check if the parts listed in the technician's repair report are installed which will be at no cost. This will provide us the confirmation needed to check and consider your eligibility for the refund, 
  
  I hope you can give us a chance to review and rectify this. 
  
  Please confirm the day and time of your availability so we can schedule and send a technician.
  
  Sincerely, 
  **** Support Team

  Customer Answer

  Date: 06/27/2024

  Ref: **************, **** Technician

  ************** was assigned to review and verify the refrigerator repair project of 2 Dec 23Mr. ***** was scheduled for Tuesday, 18 Jun 24, at 1000-1200pm ************** called me at 9:30am (18 Jun) to inform me that he would be late due to car problemsMr. ***** said he would call me once he had a time of arrival

  ************** called me back around 1130am to let me know that he was still having car problems and suggested rescheduling for Friday, 21 Jun 24

  I informed ************** that Friday would not work for me as I have a car appointmentHe then suggested 10:00am, Saturday, 22 Jun 24, and I agreed

  ************** called me again (around 1230pm) to ask, What is wrong with your refrigerator? I responded, nothing! The refrigerator is working fineI asked, **** didnt inform you the purpose of your visit? Your visit is to verify new parts listed on the invoice were installed

  ************** then changed his mind about the visit and said that he would call **** and have his appointment canceled because there was little that he could do to verify refrigerator parts were replacedMr. ***** said that he talked to **** to cancel his visit but **** wanted him to proceed and take photos and verify conditionsMr. ***** stated, I will cancel my visitWe are TechniciansWe are not GOD ************** visit was canceled and another tech, **************** was assigned

  My Recommendation to ****:  

  As previously recommended back on 13 Jun, please ensure your chosen tech is NOT the same tech who was initially assigned to this project and is in no way related i,e; kinship, friendship, relationship, job associate, or nepotism to **************...Also, your opening comments were "Refrigerator Repair" but the upcoming visit is not to repair but to verify repair and the use of repair parts...

  Mr. Abduls response to the above comments

  Yes, I know ***************************, we dont work togetherHe works for one contractor and I work for a different contractorBut, we know each other

  

  Business Response

  Date: 06/28/2024

   

  Hello *******, 
  
  
  Thank you for getting back. We understand this was how your communication with technician *****, however, one of our technicians ****** was able to come out on 06/22/2024. He was able to look at the appliance, and as we stated in our previous email, it has been confirmed that parts were indeed replaced on the unit. 
  
  
  Best regards,
  ****

  Customer Answer

  Date: 06/29/2024

   
  Complaint: 21822640
  
  I am rejecting this response because: The **** response is NOT TRUE... **************** (**** Tech) visited my home but only  reviewed and verified one (1) part for which I addressed in my response three days ago...The part that he reviewed (water Dispenser Panel) is not and has never been a subject for refund...None of the parts listed for refund were reviewed or verified...I did not see his report to **** but I assure you if it says that other parts listed in the invoice were reviewed and verified, he is mistaken...Does **** intend to release the report from ****************?  
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 07/02/2024

  
  Hi *******,
  
  Thank you for your feedback regarding your service appointment with us. 
  We understand your concerns and would like to address them promptly.
  Based on our previous conversation and your suggestion to send a different technician unrelated to the initial technician for a secondary diagnosis, we have completed this action. On 06/22/2024, we dispatched another technician who confirmed that two components were replaced: the display board and the refrigerator evaporator fan motor. This verification further substantiates that the amount paid adequately covers the services rendered, as your unit is now fully operational following the repair appointment and diagnostic assessment.

  
  **** Team

  Customer Answer

  Date: 07/02/2024

   
  Complaint: 21822640
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/03/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  May 25, 2024 A repairman came out to evaluate our refrigerator. He told us the compressor was bad. He replaced the compressor but that didn't fix the problem. He said that he would have to buy a new compressor for the job. He returned to our residence on May 26 but didn't have the parts. He returned on May28 and replaced the compressor again but he had played around with the main electrical board and tried to say it was the problem. We declined to have more money put into the refrigerator. He continued to call trying to come back to our residence to replace the board. Three days later he called to say the compressor was the wrong compressor and he needed to replace it again. We would not let him come back. We feel this is a scam company and the tech didn't know what he was doing. **** the tech was very pushy. We are 81 years old on fixed income and feel he used that against us. He stated he wanted our refrigerator and feel his dishonesty was used against us.

  

  Business Response

  Date: 06/03/2024

  Hello *****,
  
  Thank you for your initial repair request and for sharing your experience with our Support Team. Please accept our sincerest apologies for the inconveniences we have caused, we would never intend to mislead our customers and leave them with a non-working appliance. We hold the tenets of customer service in the highest regards and would love the opportunity to restore your faith in our company.
  
  With that being said, we had this further reviewed and unfortunately, it has been figured out that the Applicance was disposed without the Technician taking back his part. We can proceed in refunding your payment less the parts cost:
  
  Labor:
  Sealed System Repair - $400.00
  
  Parts
  compressor, materials, - $462.00
  
  Security & support fee - $14.90
  Before Tax - $876.90
  Total (incl. tax): $949.68
  
  Total Payment Less Parts Cost = $487.68 - Approved for Refund
  
  May we please confirm if the last four digits of the **** card ending in 1442 that was used in settling the payment is correct for us to process it right away?
  
  
  Kind regards,
  **** Refunds Team

  Customer Answer

  Date: 06/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 06/24/2024

  They have not contacted us by email.  After 10 business days and the refund was not credited to our account we contacted them by phone.  They told us that the documentation on their computer stated they had contacted us for the last 4 of the credit card.  But we had not received any email or correspondence from ****.  The last 4 of the credit was given to them by phone and they said another 10 business days.  They keep postponing any action that they say they are going to do.  It is always 10 more business days..
  
  The technician they sent out did not know what he was doing.  He changed the compressor twice with the wrong compressor.  He wanted to replace more parts for more money and we told him no we would need to buy a new refrigerator.  He continued to contact us trying to get into our home and after the last contact with him our new refrigerator was scheduled for delivery.  The next contact with this tech .was he needed to get the wrong compressor that he installed so he could get his refund.  By this time the new refrigerator had been delivered and we did not have the one he had worked on in our possession.  This whole  experience has been the worse in my 81 years of life.  He wanted our old refrigerator as it was a  35 cu ft.  That is why we opted to try and get it repaired.  The tech after supposedly checking the refrigerator immediately said he wanted the refrigerator.  We feel he sabotaged it so he could have it for himself.  The third time he was out to our home and replaced the compressor for the second time he spent 2 1/2 hours on his cell phone talking in a foreign language we couldn't understand.  He told us that he was talking to a friend that worked for ** telling him what to do.  This was after he had replaced the compressor for the second time.  Three days after he had replaced the compressor of the second time we got a phone call saying he needed the compressor he had installed so he could get his refund.  It has be5n one excuse after the other since he was in our home and did the first repair on May 25.  We are tired of excuses and 10 more business days.
  
  Each time we call customer support which is the only phone number we have found you get no further than the person who answers the phone.  Just one excuse after the other.
  

  

  Business Response

  Date: 06/25/2024

  Dear *****,

  We have read your feedback and please know that we've raised the refund request with our higher management. Although, we have tried contacting you with the email address you used in booking your appointment with us. We apologize that this had caused the delay of resolving this issue. 
  
  As indicated on our previous response, kindly refer to the breakdown below for the refund approved. 
  
  Labor: Sealed System Repair - $400.00
  
  Parts: Compressor, materials - $462.00
  
  Security & support fee - $14.90 Subtotal before tax - $876.90 Total (including tax) - $949.68
  
  Total Payment Less Parts Cost is $487.68 has been Approved for Refund. 
  
  May we ask you to confirm if the last four digits of the **** card ending in 1442, used for the payment are right so we can proceed with the refund as soon as possible. 
  
  We appreciate your understanding and look forward to resolving this matter smoothly.
  
  We also have sent this to your email address ***************** and *********************.
  
  
  Warm regards,
  **** Refunds Team

  Customer Answer

  Date: 06/26/2024

   
  Complaint: 21796496
  
  I am rejecting this response because:  I responded to the company request for the third time with the last 4 of the credit card used.  Their response each time has been 10 more business days.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 06/27/2024

   

  Hello *****, 

  A refund of $487.68 has already been processed yesterday (06/26/2024) back to your account with the card ending in 1442. An email confirmation was also sent, and please be advised that the funds should be available within 3-5 business days or depending on your bank's policy. 

   

  Best regards, 
  ****
  
  

  Customer Answer

  Date: 06/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you so much for your help in recovering part of our money from ****.  Still feel that we were scammed by an incompetent technician.  The refund of  $387.68 is on our credit card account.  Believe me I will check BBB before I trust ****** again.
  
  We can now close this claim.  Again thank you for all your help in getting this settled.
  
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/03/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have attempted to cancel this membership for a few months. I wrote the business in March asking them to cancel as there are several customer service numbers and they hang up after one ring. Eventually, they sent an email saying that they sent me a link to cancel the membership, but no such link was ever sent. Today, I called to cancel and was given the run around for a half an hour. When I called, the operator transferred me to a line where it rang for over 5 minutes and no one answered. When I called back, it rang once and disconnected over 15 times. I called from 5 different numbers before the very same operator who answered my original call finally answered again. I demanded he not transfer me until someone from that department answered the line, but he still transferred me and it rang over and over again. I called the number he gave me where the woman told me she sent me a link to cancel, but still no such link. She refused to cancel without the nonexistent link, then canceled when I insisted that the link process was just a way for them to make it intentionally difficult to cancel this. I asked for my money back for the months they charged me, despite it being in writing in an email that I wanted to cancel. She started a ticket and wouldn't give me my ticket number, but told me she'd email it to me. I insisted she give me the ticket number before we hung up because their emails seem to get lost in space. They responded just now to tell me that despite the fact they have my cancelation request in writing from March, they won't refund my money for the months I was wrongfully charged after many attempts to cancel and them having an intentionally difficult and misleading cancelation process.

  

  Business Response

  Date: 06/06/2024

   

  Hello ********, 
  
  
  Thank you for sharing your feedback with the BBB community and we are sorry you had a negative experience regarding your membership subscription. 
  
  After a review, a notice was sent to you via email, 30 days before the monthly charge to remind you ahead of time. You were charged on March 01, 2024, you then sent us an email requesting to cancel on March 04, 2024, hence, the team sent you an email with a link(please see attached photo) that includes the steps to cancel and the terms and conditions of cancellation as it is highly important that you are able to review and go over it. 
  
  With that being said, we can go ahead and refund only the charges for the months of April and May, amounting to $27.60 back to your account. 
  
  
  Our support team will be reaching out to you directly to coordinate the details needed for us to proceed with the said refund. 
  
  
  
  
  Sincerely, 
  ****
  
  

• Initial Complaint

  Date:05/31/2024

  Type:Customer Service 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.

  Microwave was operating but the door was not closing all the way. The door could be held and it would operate . The unit is a microwave and oven all in one unit. **** was working perfectly using the central control panel before first Tech arrived. The technician was called to take a look at the door hinges. He came out and 5/18 after he told me parts to order. He looked at unit first suggested that it was a sensor issue and he wanted to drill holes in front of unit. When he figured out that was not the right thing to do he Instead went to the breaker box and begin cutting circuit breaker on and off about 6/7 times in about 30 mins said it was the door hinge and left with nothing showing on main control board. This board was totally functional before he arrived. When he left the bored was black and he informed me he had turned breaker off because using microwave was not safe. I told him I could not be without both microwave and oven for several days and he told me to use my stovetop.After repeated calls to customer Service they said a supervisor would call Me and he did . He said not to order parts but that a new tech would Be back in 2 days. New tech says its now $600 control board because of the switching on and off of breaker which was done by first tech. 2 additional days later no use of appliance therefore I called new company and they say $600 plus labor of $200 to fix equipment which also does not include needed door hinge replacement .I asked them for documentation of what the tech did and they have yet to provide they keep telling me they will send in email. They said they are still investigating . I have been without a microwave and oven for almost 2 weeks. The new parts wont be in for another week, **** caused the damage to the control board and I am left with the bill.

  

  Business Response

  Date: 06/02/2024

   

  Good ******************. 
  
  We appreciate you sharing your feedback with us, please know that we take every complaint very seriously, and we hope that you accept our apology for the negative experience. 
  
  As discussed with one of the managers, please send us a copy of the repair report from the other service provider once the repair is completed for the team to conduct a review and assess the request for reimbursement. 
  
  You may respond to the email that we recently sent to you attaching the requested document or call us directly at ************** for immediate assistance. 
  
  
  
  
  Best regards, 
  ****

• Initial Complaint

  Date:05/30/2024

  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.

  Last week they came out to repair my refrigerator and claimed to have same day service, which they do not. After it took them 3 days to get the part in they repaired it but after only 3 days the same problem came back ....So I called them back and now its been 3 days and I cant get anyone to come out short of next week sometime And they don't cover any appliance until a "waiting period" so i decided to cancel my membership that they had sold me on the initial visit and found out there is a 30 day waiting period and it doesnt really cover much i attempted to cancel and was told I had to immediately pay an early cancelation fee. So now I am out the 550$ repair that doesn't work and some 100$ in membership fees Ill never use. This is a scam as I wanted to cancel for them not meeting the contractual obligations, I would expect a cancellation and my money back.

  

  Business Response

  Date: 06/01/2024

   

  Good ******************. 
  
  Thank you for sharing your feedback with us and we are sorry for any inconvenience caused. 
  
  
  As we check on your record regarding your membership that you signed up for, based on your plan coverage, you are eligible to file or submit a claim for a repair after the 30-day waiting period from the date you purchased your membership plan. This is part of the terms and conditions that were indicated on your contract that was sent to you upon signing up. 
  
  Meanwhile, we regret to let you know that we are unable to honor a refund.  The refrigerator repair you had with us on 05/13/2024 is still under the 365-day Guarantee coverage. As we coordinate with your technician, we were advised that he is available to return on Monday between 11 am - 1 pm for a re-inspection at no cost since you are still experiencing an issue on the appliance after the most recent repair. 
  
  We scheduled an appointment for the said date and time, if it does not work for you, please let us know so we can coordinate with your technician ahead of time. 
  
  
  
  
  Sincerely, 
  ****