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:01/12/2024

  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.

  I used this company to repair an appliance. I specifically told them I wanted a one time repair and did not desire a monthly membership and they can me the membership anyway. I have been trying to cancel since September. They always send me a link to cancel that dosas work, so I have to call back just for them to tell me that they will cancel it manually and they never do.

  

  Business Response

  Date: 01/13/2024

  Hi *******, we sincerely apologize for the inconvenience this has caused you. We apologize as well that this has not been resolved since September. We will be reaching out to you directly so we can cancel the membership manually and will be prioritized by our team. Please keep your lines open and you will receive a call within this day.

  Customer Answer

  Date: 01/13/2024

   
  Complaint: 21135409
  
  I am rejecting this response because: the business charged me an additional $52.96 to cancel, and I never authorized this membership. I only wanted my washing machine repaired.

  Had I known I would be forced into a membership that I did not want, I would have never used this company.
  

  This is a rip off and it needs to be stopped, not just for me, but for others who are experiencing the same thing.

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

  

  Business Response

  Date: 01/17/2024

  Hi *******,
   
  We received your BBB complaint, and we are very sorry about what happened with your account and our inability to cancel your appointment on time. We have reached out to the management team to have your refund request approved, and after much deliberation, we have been authorized to refund you the amount of $131.09. Before breaking down the reasons why this is the amount to be refunded, we would like to make clarifications in the case why we were not able to cancel your membership as soon as you had wished.
  
  After you reached out to us via email for the cancellation of your membership, we sent you a response containing the breakdown of the chargebacks for the cancellation, knowing that you were automatically granted a discount for the appointment it has been attached tothe repair appointment on 08/08/2023. The discrepancy between the first monthly payment of ***** and the discounts acquired ($55.46) amounted to $20.47, and thus the chargeback of this amount. We were ready to cancel your membership once you verified and agreed with the charges, but we were not able to hear back from you. Nonetheless, we understand that you wished to have canceled your membership back then, and we see that you have not acquired any more of our services since. We have used these facts in appealing your case to the management team for the refund request. And after much deliberation, we can now proceed with the refund amounting to $168.98 after considering the breakdown below:
   
  Service Completed on August 8th with the membership discounts applied: $157.29
  Service Completed on August 8th without the membership discounts: $212.7
  Total Discount acquired: $55.46
  Total Membership payments: $224.44 [$***** (tax is already included in the appointment) + $37.89 x 5 (with sales tax)]
  Total amount to be refunded: $168.98
  
  To proceed with the refund, we will be reaching out to you via the email address that we have on file, which is ******************************.
  
  At your service,
  **** Support Team

  Customer Answer

  Date: 01/23/2024

  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:01/03/2024

  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.

  I first connected with **** on 10/1/23 when they came to do an inspection on my fridge. When the tech (******) arrived he never did an inspection he simply starred at the fridge and mentioned the fridge has a fan inside that will need to be replaced. The tech told me the total price of $244.31 will be for the replacement of the fan and labor. He explained I would be charged $121.24 today and the remining balance of $123.07 will be paid after the fridge was fixed. I agreed to pay as the tech stated he was confident this will solve my problem. When the tech returned on 10/4/23 to replace the fan he completed the job and mentioned the fridge would take about 24 hours to get cold again. it only took a few minutes for me to begin feeling the cold of the fridge. the following morning when I went to the fridge to make breakfast everything in my fridge was frozen. I would not get ****** back to see the problem till 10/25/**************** came again only starred at the fridge and told me the thermostat needed to be replaced. ****** needed to order the part and came back on 11/2/23 to complete the install because the part was back order. On 11/5/23 my fridge was back to not getting cold. I reached out to customer support to make a formal complaint only to have them say a tech will be at my house to inspect the fridge on 11/26/2023. The tech ended up being ****** again who mentioned he couldn't figure out what was wrong with my fridge and that I should ask for a refund. Since then I have been emailing customer support back and forth trying to get my refund after sending multiple emails the supervisor called me and told me he wanted to close the ticket and the best he can do is refund me half on what was charged. I told them I wanted a full refund. I was only refunded $123.07. I sent another email to customer support and they reviewed the ticket and refunded me an additional $32.24 on 1/2/24 because of an oversight? I continue to request my full refund and they simply give me the runaround. I never got my fridge fixed and had to but a new one. In addition I lost over $400 in groceries I had to throw away because of **** and ******.

  

  Business Response

  Date: 01/05/2024

  Hi *****,
  
  We received your BBB complaint and checked the details of your transaction with us. Upon checking, we can verify that you were indeed already refunded $123.07 before being refunded with another $32.24 for the 15% deposit. A partial refund to your full payment of $244.31. We initially denied your refund request for the service call fee in consideration of the diagnosis of the technician and the efforts he put in to repair the unit. Nonetheless, we understand that despite his efforts,the unit was not repaired, which is why your case was re-escalated to the management team. After much consideration, the team has now authorized the refund of half the service call fee, amounting to $44.5. Please understand that we were not able to send out a different technician to correct our mistakes upon your request of no longer having another technician for the repair and we were informed that you already have a new unit. This refund will now sum up the whole refunded amount to your account to $199.81.
  
  We are truly sorry for all the inconvenience the whole transaction with us may have caused. The team will be reaching out to you through your email for the transaction of the additional refund.
  
  Sincerely,
  ****

  Customer Answer

  Date: 01/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21093929. 

   

  Thank you for your prompt response and for addressing my concerns. I appreciate your efforts in reviewing my case with the BBB and your subsequent actions.
  I acknowledge the refund of $199.81, which covers the partial refund of the service call fee. 

  
  I would like to express my gratitude for your reconsideration however given the inconvenience and additional thousands of dollars this cost me and my family in wasted food, and buying a new fridge, why wouldn't **** and its management team do right in giving me my full refund? 

  
  Regarding the last digits of my card, that is correct my card ends in 8568.

  
  Thank you for your attention to this matter.
  Sincerely, Edder

• Initial Complaint

  Date:01/03/2024

  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.

  A service tech from **** looked at my refrigerator told me I needed new parts. $470 was what the amount came to. He said his boss was doing holiday cash specials and even tho it was the day after he would check with his boss to see if he could do the cash deal for me. He got on his phone and spoke to someone and confirming he was able to do the cash deal for ******. So that's what I paid him plus a 20 dollar tip. The service tech said he will order parts and they would arrive January 2nd. I contacted Puls technologies they told me the person doesn't work for them anymore, sorry what happened and then gave me the guys supposed contact information and told me to try to get ahold of him myself to get him to pay me because there was nothing they could do. I even have an email confirming I pd cash to their **** service tech and they aren't willing to refund me.

  

  Business Response

  Date: 01/05/2024

  Hi ******,
  
  We received your BBB complaint, and we are very sorry for the sad encounter. We understand that you paid the technician a certain amount as a deposit for the repair, which you have reported to us during your first call on December 26. However, please be advised that as the transaction was not completed through the secured payment link sent by ****, there were no records of it on our system. Note that on the email notification that was sent to you before the appointment, it was clearly indicated that any payment for our services should only be done through the **** App and any attempts of collection by the technician through cash should be reported to the support team immediately.
  
  As much as we would like to help you with the concern you raised, unfortunately we neither have your money, nor a proof of your transaction, nor do we still have the technician that was assigned to you. With the limited course of actions we can take, we have provided you with contact details to help you get in touch with the technician and hopefully resolve the issue outside of Pulsthe same way the transaction was completed.
  
  Having said all these, we deeply regret to inform you that we cannot ***** you the refund you are requesting.
  
  Sincerely, 

  ****

• Initial Complaint

  Date:12/28/2023

  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.

  **** did not pay me what they owe me. Pay me what you owe me. *** had the conversation with ***** many time you owe me for 2 warranty contractors and 3 service calls that you never paid me for. I expect payment asap.

  

  Business Response

  Date: 01/03/2024

  Hi *******,
  
  We do apologzie for the inconvenience. However, upon checking the recent appointments, the pay outs were already processed. In the history you will date of when it was processed which would hit on the next business day
  
  Attached are some of  the payout reports we processed on the day they were paid out and processed with it hitting the next business day to your bank account
  
  Please let us know which appointments were not paid out yet so we can verify this in our system.

• Initial Complaint

  Date:12/21/2023

  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.

  I have scheduled and rescheduled the installation of a Fluidmaster 400H-002 Performax Universal Toilet Fill Valve High Performance Tank and Bowl Water Control more than 10 times because **** keeps saying this:Hi Barbie,Due to high demand in your area, your requested appointment time is no longer available. We are deeply sorry for any inconvenience this may have caused you.We have alternate times available for you to choose from. Please click "Select a new appt time" button below to select a new date and time that work for you.I am very stressed and frustrated and want to be reimbursed the $34.99 membership fee I paid in November, and I want my membership cancelled. I refuse to pay anything else. I've never experienced a less reliable service.

  

  Business Response

  Date: 12/22/2023

  Hello ******, 
  
  Thank you for informing us about the experience that you had, and we apologize as we were unable to provide you with the service that you were expecting from us. Apart from that, we apologize for causing such inconvenience and distress on your end. 
  
  Hence, we have reviewed the details of the issue and discussed this matter with the *************** Team. We can have your membership plan canceled on our end and refund the payment for the month of December; however, we are unable to waive the chargeback as you were able to use the membership discounts during the initial dryer repair. 
  
  The membership has a monthly subscription fee that runs for a 12-month term, and based on your membership cancellation policy, you can cancel anytime within the annual term, but a chargeback shall take effect along with the $25 cancellation fee as per the terms and conditions. The chargeback is the amount billed upon cancellation of the membership plan, which is the difference between the payments you made for the membership and the savings you received for all appointments paid while it was still active. The breakdown is given as follows:
  
  Membership Monthly Cost: $34.99
  Total Discounts & Waivers: $59.42
  Cancelation Fee:                  $25
  TOTAL BEFORE TAX:      $74.52
  
  Please let us know if you would like to proceed. 
  
  Kind regards,
  **** Support Team 

  Customer Answer

  Date: 12/22/2023

  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:12/21/2023

  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.

  Technician came to my house 12/14 to clean washing machine to remove mold and bad odor. Technician used my own towl, bowl and cleaning supplies for the job, had me sign for the payment without telling me I was signing saying I inspected the work (which the washer was running so I couldn't have), and left before the washer was finished cycling. After inspecting the job done none of the mold or bad smell was gone. I contacted the **** customer service wanting a refund for the job not done. The offered to send the tech back to finish the job on their 90 day service guarantee but I refused as I don't trust the tech or them to do the job right. Over the phone on a recorded line with customer service they said I would get a refund in 3-5 buisness days. The next day I received emails saying they wouldn't honor the refund only the 90 day guarantee and they haven't budged.

  

  Business Response

  Date: 12/21/2023

  Hi ****,
  
  We received your BBB complaint and we are very sorry for the very disappointing service that was provided. We understand that you expected a different kind of professional service from the technician that was sent to your location, other than using baking soda. The technician that went to your location thought that it would be the least invasive and mostly effective method of getting rid of odor issues.Knowing that the service provided by the technician did not work, we were willing to send him back and re-check the unit to understand what has to be done to resolve the issue. However, on your contact with the customer representative, you confirmed that you no longer wish to have any services from us, even with a different technician. We understand and respect your decision regarding this, but for a refund request to be fully evaluated, we will have to send out a technician that would verify the unit's condition. For this appointment to be settled, we will be reaching out to you via your email address.
  
  We truly wish to make things right, however, in reviewing the case, we have to follow the complete process of investigation.
  
  Asking for your understanding in the matter,
  **** Support Team

• Initial Complaint

  Date:12/15/2023

  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.

  Our refrigerator was intermittently make a very loud fan noise and High Temp alarm would come on. We contacted **** on 10/5/23 and ******* came out that day. Said it was a bad temperature sensor and charged us $418 to replace it. ******* called me at work to inform me of the repair and I asked if a bad sensor would cause the very loud fan noise. I was assured it would so we paid for the repair. Within a few days we had the exact same issue. I called and they sent ****** out on 10/22/23 to look at the unit. At the time of his arrival the refrigerator was working fine, he checked some things and said everything looked good. We paid the $89 trip charge. Within hours of ****** leaving the unit was again making a very loud noise and the high temp alarm was on. I called ******* again and said she would schedule ****** to come back out, but on the scheduled date they canceled due to an "emergency repair". This was October 30th. We were scheduled again for November 6th and this time according to the text I was sent "I was double checking with the tech and I sent him to a different address and different *** :(". On November 15th I was asked to send a video of the unit malfunctioning, I did so and did not hear back. On November 17th I asked for a refund since we had paid right at $500 and were having the exact same issues as when we first called. I received 3 texts back: "I was still expecting the approval for the refund". "Please expect a refund within the next 5-7 business days". "Please expect the refund on Nov 30th the most". The refund has not been received as of today (12/14/23) and calls, texts, and emails have not been answered. The last text I received on 12/1/23 said "I am sending this information to upper management for review. Once I have information, I will let you know, thank you". Very frustrating to not only pay for repairs that didn't fix anything, but to then be promised a refund and then nothing happen.

  

  Business Response

  Date: 12/18/2023

  Hello ***,

  Thank you for informing us about the unsatisfactory experience that you had with our services. It is not our intention to delay nor inconvenience you in any way. 

  Hence, we'll make sure to improve our services and how we assist customers with their complaints, issues, and concerns. 

  Upon checking the status of the refund, as approved by our team, it has already been endorsed to our Accounting team for processing. Kindly expect the refund to reflect back to your account within 3-5 business days. Should there be any concerns, feel free to reach us at **************. 

  Sincerely, 

  **** SUPPORT TEAM

  Customer Answer

  Date: 12/19/2023

  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. 

  Response was timely and communication was very good.  Pleasant and friendly also.  Refund has been received.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/12/2023

  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.

  Tech came 45 minutes late to my house in ** even though the app said he arrived on time. The tech messaged me through ****** messaging app, which confirms he was 45 minutes late. He said my refrigerator needed a relay. He didn't fix the relay. Tried to say the refrigerator was blowing cold air after the repair - it wasn't. Then charged me $383.19. When I called **** they refused to give a refund and said that they'll let me know within three days whether the tech will come back out.

  

  Business Response

  Date: 12/16/2023

  Hi *******, 

  Thank you for bringing this matter to our attention. We sincerely apologize for not being able to resolve the issue with your appliance and for the inconvenience that this has caused.

  We have a 90-day guarantee service for every repair service, installation, and handyman service that we provide in the event that an issue occurs after the repair. As long as the customer notifies us about the problem within the 90-day coverage period, we automatically assist them in submitting a Guarantee Request ticket. But before moving forward with the refund process, we have to undergo the guarantee process first to check and determine the cause of the issue despite the repair being provided, and we have to check the correlations between the issues and the repair provided.

  Upon checking the details of your case, it has been brought to our attention that there is an open dispute with your card holder, and because of this, we are unable to proceed or provide further assistance until the dispute is dropped or has shown in our favor. If the dispute is in your favor, no action by us will need to be taken as the funds will already be distributed into your account.

  Please let us know how you would like to proceed so that we can assist you with the further steps accordingly.

   

  At your service, 

  **** SUPPORT TEAM 

• Initial Complaint

  Date:12/10/2023

  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 made an appointment for a repair on my oven. I was quoted $89.99 at the time of the appointment but was then charged $323.87. Thats fine. I paid it and I thought it was over. I then received an email saying that I was now part of a membership that costs $13.99 monthly. I was not told about this membership at any time during the appointment setup or the actual appointment. I emailed the company several times and was also texted that I was going to get an email to cancel the membership. Ok, I go through the email and click on the cancellation process. As Im trying to cancel, this company wants to charge me $36.59 for the cancellation. Luckily, I had cancelled my credit card because the charge had gone through even though I did not push the Submit button or check off the T&Cs box that outlines the agreement of the . Why should I pay for a cancellation fee of a membership I never agreed to?! This company is a scam. Also, to add insult injury, when the technician is finished and tells me the total, the credit card machine also asked for a 20% tip on top of the $323.87. Please understand that all this guy did was replace the igniter in the oven in less than an hour. How is this even legal?!

  

  Business Response

  Date: 12/18/2023

  Hi ******, 

  Thank you for bringing this to our attention. Our apologies for the distress and bad experience that you had. 

  It is beyond our intention to charge customers additional services or plans without their approval or without being aware; hence, our apologies once again. We'll make sure that we handle this internally in order to prevent technicians from misleading our customers. 

  In line with the concern, we have already manually canceled the membership on our end; hence, you will not be charged for the further months. Regarding the chargeback, the system did not automatically levy you the expected fee; hence, you can just simply disregard the request for its payment.

  Should there be any concerns, let us know. 

  Sincerely, 

  **** SUPPORT TEAM

• Initial Complaint

  Date:12/08/2023

  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.

  We contacted **** requesting a repair on our washer. A technician was sent out to diagnose the problem. He advised us of the parts needed for the repair and stated we needed to pre-pay for the repair/service and that a different tech would come once the parts became available. We paid $360.02. We did not hear from the company again.We then discovered that they had closed our case as a dryer repaired. Again our appliance to be repair was a washer.We contacted the company and they said they would refund our money and send a new tech. We received emails confirming a tech had been assigned and one stating he was in route. No one came, no one repaired/serviced anything.We got a call from the company the day the second tech was scheduled asking if he had arrived. We said no, they said they'd send another tech. That was the last we heard from them.To date, we have not received anything; not a refund or a service; from this company.

  

  Business Response

  Date: 12/13/2023

  Hi ****, we do apologize for the inconvenience and for making you wait. However, upon checking out system, we were able to see that the refund was already processed on December 7, 2023 the same day that you confirmed your card number through the email we sent and it would have taken 3 to 5 business days after that to reflect your account or depending on your bank's policy. We will be sending you the documents through email so that you can check with your bank. 

  Customer Answer

  Date: 12/13/2023

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