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:03/14/2024

  Type:Billing 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.

  This company sent a contractor out to fix our washer and did not fix the issue. They have a 90 day guarantee and when we contacted them they have refused to actually send someone to come correct the issue. No one at the company has sent anyone , my husband had to drive to their warehouse to go get a part which is absolutely ridiculous and they still have not sent anyone to fix it. I want all of my money back from the services in January of this year as it did not fix the problem and I still do not have a working washer. This has been by the far the most unprofessional company I have ever encountered and I want no one else to ever experience the frustration I have had to.

  

  Business Response

  Date: 03/15/2024

   

  Hello *********, 
  
  Thank you for sharing your feedback and we are truly sorry for the less-than-positive experience. 
  
  
  We've tried reaching out to you via a direct phone call but to no avail. As discussed, and agreed upon with the team, a reimbursement of $31.64 has been approved for processing and we would like to confirm if the last 4 digits of the Master card used in settling your payments with us ending in 1932 are correct for us to process it right away? Sadly, the reimbursement can only be processed to the same card you initially used, however, if you no longer have that card, we can either have a check sent to you, which will take 3-5 business weeks, or through PayPal which we only need to confirm the email address associated with your account. 
  
  Additionally, your Guarantee repair was completed on 03/13/2024 and we would also want to check and make sure that the issue has been resolved and if anything else is needed from our end. 
  
  
  You may call us directly at ************** for immediate assistance or email us at ********************
  
  
  
  Best regards, 
  ****
  
  

  Customer Answer

  Date: 03/15/2024

  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:03/14/2024

  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 paid for a technician to fix a leak in my dishwasher at my rental unit. The tech took a month to come out to complete the repair, and left without plugging the dishwasher back in/checking to make sure the job was completed. When a plumber from another company (SSI, whose notes are attached) plugged it back in, the dishwasher was still leaking. Due to the lease with my renter, I ended up replacing the dishwasher as I could not leave them without one for any longer. I asked **** for a refund as services were not rendered, but they claim that since the technician came out they would only refund half of the labor fee, despite nothing being done as promised.

  

  Business Response

  Date: 03/18/2024

  Hi ****, 
  
  Thank you for reaching out to inform us about your concern and for bringing this matter to our attention. 
  
  We understand the frustration that can arise from unexpected complications, and we genuinely regret any inconvenience this may have caused you. Our commitment to providing quality service remains unwavering.
  
  After checking and reviewing the details of the appointment as well as the repair done by the other service provider that you reached out to, the team has approved to proceed with the refund amounting to $571.60 which is the full cost of the payment on the said repair. 
  
  The team will be sending out an email for the confirmation of the payment method for the processing of the refund. 
  
  Our apologies once again for the inconvenience and distress that this has caused. 
  
  Nevertheless, please don't hesitate to reach out if you have other concerns or issues that need to be addressed. 
  
  
  Regards, 
  **** Support Team

  Customer Answer

  Date: 03/20/2024

  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. While I am disappointed in your business that it took reporting you to the BBB to get my money back after a failed job, I thank you for resolving this matter.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/03/2024

  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.

  I booked an appointment for 12/21/23 for a TV wall mounting for $99 before tax and used a discount promo code from a company they partner with called UPDATER, after taxes and fees it was around $120 at the time of booking. When booking I declined the offer for a monthly membership fee as I had a discount that was roughly the same in savings and have no need for it. After the work is done the technician sends a payment link that came to be the around $120+tip with no indication of singing up for a membership. During the entire appointment a membership/protection plan was never discussed. I only noticed I was being charged in February as all of January I was moving and had many bank transaction around the same cost of the membership $34.99. Upon reaching out about a refund I got sent a link to to cancel and was told I would be getting one, instead I was charged $47.32 as a cancellation fee. Reaching out again they told me they submitted a refund request and to give them 1-3 days for it that ended with no refund. An email explaining that after 30 days a refund amount based on the applied discounts subtracted from the monthly charges would be refund, ($34.99+$34.99) - $14.90 = $55.08 should have been refunded. I am now getting non-answers and told no even after pointing out the refund policy they sent me. One of the responses I got back was telling me that the membership was pre-attached when the payment link was sent. All I want is a refund for these monthly charges and cancellation fee as it was clear from booking that I never wanted this membership and upon further research is a common issue with this company from complaints on BBB.org.

  

  Business Response

  Date: 03/04/2024

  Hi ******, 
  
  We received your BBB complaint, and we are truly sorry for the displeasure regarding the charges on your appointment, but we regret to inform you that we cannot ***** you the refund you are requesting.
  
  We have checked the details of your appointment, and we see that there was indeed a membership plan included in the charges that you paid for. After reviewing the history log of the appointment's updated details, we were able to confirm that the subscription for appliance protection was not added by the technician who has serviced your unit. 
  
  On December 21, 2023, at exactly 12:03:30 PM, after having your TV mounted, a payment link was sent to you providing two options: one with the appliance protection plan (as indicated by ***** membership") and one without the membership (as indicated by "Excl. membership"). You may have accidentally chosen the discounted cost with the membership attached, causing the subscription fees to be charged from your account. 
  
  Furthermore, please be advised that since this subscription plan is a 12-month-term contract that is monthly charged, we sent your account's registered email address a notification days before the charges apply for the next month. The email sent to the customers serves as a reminder and a means for monthly confirmation of whether they would like to keep the plan. A copy of the detailed invoice for the completed TV mounting service on December 21, 2023, was also sent to the email address you have indicated for the appointment's completion. This document indicates that you have paid for the appliance protection monthly fee of $34.99. 
  
  We will also be reaching out to you via email for better communication regarding your previous charges.
  
  Best, 
  **** Support Team 
  
  

  Customer Answer

  Date: 03/05/2024

   
  Complaint: 21378608
  
  I am rejecting this response because:
  Your membership plan is a deceptive business model that is pre-selected when a payment link is sent despite the option being denied when a service is booked and replacing the discount from promotions to appear that the customer has redeemed the promotion, with no membership charge till the following month so the total at the time of paying is similar to the booking price. Based off how your refund policy was explained and works I should still be eligible for a prorated refund as it has been clear from booking that I was not interested in a membership plan that is considered an appliance protection plan. It is clear that this company operates on the hope that a membership gets attached to a payment and that the customer doesn't notice/cancel in the first 30 days, as anything later than that cost the customer more as a cancellation fee. There has been no real attempt at trying to even find a middle ground from this company on a resolution.
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 03/07/2024

  Hello, ******. 
  
  Thanks for getting back and we understand where you are coming from. Hence, our apologies again for the inconvenience and unsatisfactory experience brought up by this matter. 
  
  **** values and upholds transparency and assures that this is reflected in our services. From the appointment up to the cost of the service, we make sure that the technicians and our representatives will be coordinated and explained to the customer accordingly. Furthermore, we send unique payment links to every customer for them to check and validate if the charges correspond to the quote and service provided. Apart from that, with the payment link, customers are given an option to choose whether to pay the appointment per se, or move forward with the discounted price and agree to enroll with the membership plan. 
  
  In this regard, we would like to clarify that we do not send any pre-selected or automated payment option with the membership plan to any of our payment links as this does not conform to our company's policy. We have attached a screenshot of a sample payment method that we send to customers (please note a web browser was used).
  
  On the other hand, we regret to inform you that we cannot reconsider the refund for the incurred chargeback. As per our cancelation policy, a $25 cancelation fee is applied if a member wishes to cancel the plan beyond 30 days of enrollment. Additionally, a refund will be given if the cost of the pro-rated price of the plan is more than the membership discounts received plus the cancelation fee, refunding its difference. However, a chargeback shall take effect in case the membership discounts received with the cancelation fee are greater than the pro rated cost of the monthly payment that was paid. Apart from that, since you added the membership to your payment using the link that was sent to you and we also send the contract simultaneously upon enrollment, we are unable to proceed with the refund.

   

  Regards, 

  **** Support Team

  Customer Answer

  Date: 03/08/2024

   
  Complaint: 21378608
  
  I am rejecting this response because:
  I have already come to terms that a refund will not happen unlike others I have seen make a complaint being in the exact same situation and getting one. To avoid this issue and complaint in the future I would recommend to allow someone to pay at the time of booking as the worst case would be a service was never performed then the customer will get a refund. Deceptive business practices are used to get memberships added and the customer service quality is less than helpful. How the discount of $14.90+$25 cancellation fee is greater than 2 months $70 membership fees being requested still puzzles me.
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 03/11/2024

  Hello ******,

  Thanks again for informing us about your concern and your dissatisfaction. We commit addressing every customer's concern to the best that we can in accordance to our policy.

  As you received the secured payment link with the opportunity to select between a price with the membership discount and a price without, we regret that we are unable to fulfill your request for a refund at this time. Upon payment and during the payment process, you chose the discounted option, thus signing up for the membership back on the 21st of December, 2023.The membership has a monthly subscription fee which 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. The chargeback is the amount billed upon cancellation of the membership plan, which is the difference of 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: $29.75

  Chargeback: $47.32 = (total discounts/12 x remaining months completed) + ($25 cancelation fee) + (tax)

  TOTAL AFTER TAX: $47.32

   

  On the other hand, we would also like to address and clarify that our payment links don't have a pre-selected feature as we aim to provide options to our customer. However, our team will work on improving the user-experience of our features.

  Kind regards,
  **** Support Team

• Initial Complaint

  Date:02/27/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I scheduled a dishwasher through **** who arrived to the appointment an hour and a half late. He told me that instead of the diagnostic fee I was quoted (less than 100) he would be charging me a labor cost for the visit (over 380 dollars). My understanding was that he would fix the dishwasher which was my objective. Instead, he simply switched the electricity on and off, and removed the filter which didnt have any debris in it. He manually removed some water from the dishwasher. Then before even checking to see if the dishwasher would run a full cycle, he was gone and done within 15 minutes. I proceeded to run the dishwasher which again stalled mid cycle as it had been. I was shocked that the issue hadnt been fixed after I paid and the man had given me the impression he had solved the problem. Later over text when I said he hadnt even diagnosed the full issue, he said the cost of the diagnostic is simply for showing up at my door, not for doing any work. I asked what work did you do, seeing as nothing is fixed and now Im out almost 400 dollars. He said he would potentially have to swap out the pump, but the only way to diagnose this is through trial and error. I am extremely upset that he charged me for a repair when he didnt fix anything and left without even confirming if his work was effective and then telling me that a diagnostic charge is for just showing up at the apartment. I filed a complaint with **** and they refused to confirm the name of the technician and said they would Call me back but have yet to do so.

  

  Business Response

  Date: 02/28/2024

  Hi *****, 

  Thank you for bringing this matter to our attention, and we extend our sincere apologies for the inconvenience you encountered during your recent service request with the local service provider through ****. We deeply regret any lapse in the service provided to you.
  

  Firstly, we want to give clarity, as it is essential to clarify that the service call fee or diagnostic fee for each appliance service request is set at $89 with our local in-house technician. This fee is for the technician's diagnostic service. 
  

  Upon thorough examination of the circumstances, it has come to our attention that a local service provider technician accommodated your service request due to the unavailability of our in-house technicians, who are currently fully booked on the date of the scheduled request. It is disheartening to learn about the delayed arrival, unexpected charges, and the apparent lack of resolution to the issue with your dishwasher. I understand your frustration, and I want to assure you that we take your feedback seriously. We acknowledge that your experience with the technician did not meet your expectations, causing inconvenience, and for this, we express our sincere apologies.

  We want to express our apologies for the confusion regarding the charges and the lack of clarity on the diagnostic fee. It is certainly not our intention to leave our customers dissatisfied. To address this matter promptly, we have documented the details of the appointment and informed the lead partner technician to initiate communication concerning your case. It is imperative to follow up with both you and the repairman to ensure the swift resolution of any outstanding issues to your complete satisfaction.
  

  Contact Details for the Lead Partner Technician:
  Contact Number: *****************
  Email Address: ****************************

  
  Please do not hesitate to reach out to them directly for any further concerns or if additional assistance is required. Your satisfaction remains our top priority, and we are committed to taking all necessary measures to address and resolve the challenges you have encountered.

  
  This incident has been documented and reported, and we are currently conducting an internal review to determine the most appropriate course of action moving forward. Recognizing the paramount importance of reliable service, we assure you that we are approaching this matter with the utmost seriousness.
  Once again, we extend our apologies for any inconvenience caused and appreciate your patience and understanding as we actively work to rectify the situation.
  Thank you for your understanding.

  
  Sincerely,
  **** Support Team

• Initial Complaint

  Date:01/30/2024

  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.

  First appointment with **** was on 12/8/23, diagnosis was a clutch assembly and I was quoted and charged $189.41 as a deposit to order the clutch to fix the washer. After chasing the tech, the "fix" took place on 12/20/23, whereas the balance of $487.88 was charged to my card. Total to "fix" the washer, with a 90day warranty, was $677.29. When trying to run the clean washer cycle on 1/22/24, the washer would not spin, would not fill with water, same error code E5F7. I emailed **** support for the guarantee, to have my washer fixed properly. While looking for their contact information I found an email where I had been signed up for a warranty program without my knowledge. My card had been charged $34.99. While waiting on a email reply from the support team, I called ****. I was told that they would open a claim with the guarantee department on my behalf. I asked how long that would take and they said they could not provide a timeline, but they would work on it asap. I called back on 1/24/24, spoke to the same person and she gave me the same reply about opening a claim. I asked for a status and she said they were waiting to hear back from the tech that he had not responded yet. I told her I would text him and ask him to call. I did text him, and apparently he responded to **** as I received a confirmed appointment within minutes with a scheduled return. The original tech came back on 1/29/24, and though the machine threw the same code, he said the machine was worse off than he thought, actually involved a bent rod and transmission problem and it would cost another $500 in parts alone to fix it with repairs exceeding the cost of a new machine. If he had been honest the first time, I would not have asked for repairs. The tech that was sent apparently has an expertise in HVAC, not appliances. He also said at that time that **** would refund the installation cost, however a part was installed that was not the fix for the error code. No response from ****.

  

  Business Response

  Date: 02/04/2024

   

  Hello *******, 
  
  Thank you for sharing your experience and we are truly sorry you had a less-than-positive experience. 
  
  Checking on the record of the appointment, the original repair was done on 12/20/2023 which was almost a month after when you reached out to us on 01/22/2024. The technician initially fixed the original issue you reported when you booked with us which is the error code F7E5. He tested the functions and calibrated the machine before leaving to make sure the repair was successful. He went back on 01/29/2024 as per your request and re-inspected the appliance to check what was causing the issue after his original repair. He then found out that the shaft was bent, and this was caused by the overloading of the machine. Due to this, he recommended replacing the transmission, shaft, and stator motor, additionally, he also heard a scraping noise from the unit indicating possible, more damage. 
  
  We understand you feel that he would've informed you about all the possible repairs needed on the machine in his first visit, however, please be advised that some issues on an appliance show themselves or occur only after a repair was done or a part was installed which is why we have a 90-days Guarantee in case you experience a problem for us to check if it is the same or a different problem that requires additional repair. The shaft on the unit was in good condition during the technician's visit, and since the issue needs additional parts, we regret to inform you that we are unable to honor a refund as initial repair was rendered thus, making the charges valid. 
  
  
  
  
  Best regards, 
  **** Support

  Customer Answer

  Date: 02/05/2024

   
  Complaint: 21222873
  
  I am rejecting this response because the original repair was not completed, the washing machine was giving the exact same error code, which means the repair that the **** tech they sent out did not know how to fix the problem.  I have video of the exact error code, sent it to the tech prior to his return.  When he did return, and I brought up the code on the machine, his immediate response was to say he would order a new part and replace it again.  Then he spent more time working on the machine and changed his diagnosis.  Being **** and not an appliance repair tech is a problem.  Reading from a manual on how to fix an appliance is a problem.  I should not be penalized due to their inexperience or lack of training. The tech said he was able to "force" the machine and it was working, though he didn't know for how long. leading me to believe that he forced it the first time.  As he was well aware, this is a second home for me so I am not here often, which is why it was 30 days before I encountered the exact same problem again.  I used the machine maybe 3 times since the visit on 12/20/23, so encountered the same error code, same issue very quickly. Again, I should not be penalized for the **** misdiagnosis and error in repair.    
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/09/2024

  Hello *****,
  
  
  We appreciate the opportunity to address your concerns and would like to extend our sincere apologies for any inconvenience you may have experienced.
  
  Upon re-escalating your Guarantee Request ticket and checking on the technicians' repairs with our in-house expert technicians, it appears that the issue is related to the bent shaft. The recent technician diligently followed the troubleshooting steps outlined in the service manual, leading to the recommendation of replacing both the transmission, shaft, and stator motor.
  
  We understand the importance of clarifying the nature of the identified issue. Different issues may arise post-repair due to various factors and causes, and we acknowledge the complexity of appliance systems. In this specific case, the repair made to fix the error code was deemed necessary; however, we understand that it can be frustrating to encounter additional problems, especially after a service has been performed. It's essential to recognize that appliances are intricate systems with various components.
  
  
  Our technicians follow a comprehensive service manual and troubleshooting steps to address the reported concerns. However, unforeseen issues may surface due to factors beyond our control. 
  
  We understand the frustration that can arise from unexpected complications, and we genuinely regret any inconvenience this may have caused you. Our commitment to providing quality service remains unwavering. However, since the diagnosis and repair recommendation showcase a different issue, we regret to inform you that we could not honor the refund request. Please refer to the Guarantee's terms and conditions regarding additional and unrelated repair/issues given below:

  (**************************)
  The Service Guarantee will only apply to the scope of work and initial failure reason from the original appointment booked with ****: If new issues arise with a product after the original service appointment with **** and those issues are unrelated to the initial work performed by ****, the Service Guarantee will not apply to any work or part failures unrelated to the work performed on the initial appointment.

  
  Sincerely, 
  **** Support Team 

• Initial Complaint

  Date:01/29/2024

  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.

  On Monday Jan 22nd I booked an appointment through **** website to come take a look at my fridge that found out not working after a arrived from vacation. They booked me for same day. A technician came by and ran a diagnostic said motor was not working. He offer a cash offer saying it would be cheaper. I payed $375. Next day, Tuesday, technician called me and tells me he needs to order a second part if I could cashapp or Apple Pay so he could go ahead and order. I did I sent him the amount of $160. He was supposed to be back Thursday Jan 25th no one showed up. Called **** and they said ******(tech who showed up Monday) was no longer working with them. They schedule me for next day(Friday) also no one showed up. Called **** once again to find out they did not have any technicians available to which doesnt not make sense for them to make appointments and take people money if they dont have workers. I told them to refund me so I could find someone else to come fix my fridge which I need. Next day I received and email from **** telling me they cannot refund my money because I payed that money directly to technician. A technician who was working for ****, and which **** send to do this job. They should take responsibility for their workers. I did not get my money refunded neither did I get my fridge fixed.

  

  Business Response

  Date: 02/01/2024

  Hello, *******

  We appreciate the opportunity to address your concerns and would like to extend our sincere apologies for any inconvenience you may have experienced. 

  As part of our commitment to transparency, we communicate our payment policies clearly through booking confirmations and tech assignment emails. These communications highlight that the only accepted forms of payment are via the **** Platform or App. Any payment requests outside the **** platform, such as cash, check, or Venmo, are strictly prohibited.  As the services was rendered without us being aware nor notified, this was a job considered to be agreed on and done on the side and not involving the company.

  In your case, we understand that there was an unexpected challenge with the technician who handled your service, as they are no longer affiliated with the **** platform. In this regard, a complementary ***************** has been approved in order to check if the issue with the unit can still be resolved but unfortunately, we currently do not have an available technician in the *************** to fulfill the service.
  

  We keep watch on how our contractors do their services and automatically send requests for feedback from customers after each and every service to be able to handle complaints immediately and accordingly, sadly as your complaint is in regard to a service that did not involve us. We can only direct you towards reaching out to the technician who did the
  service.
  
  Please reach out to him using these details:
  NAME: *************************
  PHONE NUMBER: *****************
  EMAIL ADDRESS: ************************

  
  Sincerely, 
  **** Support Team

• Initial Complaint

  Date:01/25/2024

  Type:Customer Service 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.

  Called **** on 12/6/23, about ** WM3997H*A it had stopped draining water. Gave the error code OE. Looked it up, drain pump. Technician came 1/8/23, ****. Tech Ceown came, took my machine apart, and used my sheets and blankets to soak up the water that didn't drain. Propped it up with some wood I had near it. Paid $188..67 the fee and scheduled for them to order the part and to install it. Received a text from the tech stating, the part was not in until the evening. can he reschedule for the next day which was the 10th? No call no show all appointments are scheduled between the hours of **** am. Called ****, customer service rep stated that they needed to contact tech No contact w/ tech, asked to speak to Supervisor no callback. Email Customer support kept receiving emails about we are sorry for my troubles. They caused it. Couldn't find a tech until 12/28/23. The machine is still in pieces. He needed diagnostics on the machine. I ask how when it's in pieces. Still sent him, and tried to charge a service fee. 1/4/24 is scheduled for tech to come out, the 5th is when he put the machine back together to the best of his ability. With screws missing. Stated, drain pump, duh. On 1/12/24, my machine's drain pump was installed. Took 3 times to install. Paid ****** & used the machine with a small load to test. Heard this squeal/smelled something burning when to the machine that was what it was. It stopped again. Called ****, Rep stated the tech who did the repairs would have to do it. Couldn't find the first one. The 2nd tech stated two more parts were needed. Parts are covered under my ** 10-year warranty. The next email stated The following details are the breakdown of the service cost. Please be advised that the following figures may be subject to change as this is an estimate only: LABOR - $308.00, (Washer Rotor Assembly) - $199.41, (Stator Assembly) - $231.43, Security/Support - $14.90, Total Before Tax: $753.74. ** stated parts are covered under a 10-year warranty.

  

  Business Response

  Date: 01/30/2024

  Hi Tuesday, we sincerely apologize for what happened and all the inconvenience this has caused you. It was never our intention to put you through this. However, checking the appointments and reports from the technician, we'd like to clarify that for the initial appointment, the technician confirmed that it was a drain pump issue, we understand that he disassembled the unit and did not come back. Hence, we sent a new technician who also confirmed that it was a drain pump issue and reassembled the unit. After a week, it was reported to us that a burning smell had started to occur. We let the second technician come back to inspect the unit again and he saw that this time, there was a problem with the motor and stator needing to be replaced. We  investigated this thoroughly and we can guarantee that  this is unrelated to the drain pump. We do understand how this may upset you. However, the new issue will not be covered by the guarantee as there is no correlation between the repairs done by the technician and the motor and stator
  
  

  Customer Answer

  Date: 01/30/2024

   
  Complaint: 21197904
  
  I am rejecting this response because: Because when he took my machine apart he damaged it. Why didn't both techs state that the stator and motor assembly was damaged, along with the drain pump. The 2 tech didn't diagnose the machine, or he would have stated that. When he put the pump on he didn't say in order for the machine to work you need to get those parts for the machine? Because he went on the word of the first tech. And they stated to me that if they sent a tech out, that tech is sent back to fix his mistake. The 2nd tech didn't even run the machine to test it or knew what the first tech did. Also stated that screws were missing. And had to put it on 3 times because he didn't know how. He told me, and I heard him running his shop vac to get the water out of the machine. 
  
  Sincerely,
  
  Tuesday *****

  

  Business Response

  Date: 02/01/2024

  Hello Tuesday,

  
  We appreciate the opportunity to address your concerns and would like to extend our sincere apologies for any inconvenience you may have experienced.
  Upon re-escalating your Guarantee request ticket and checking on the technicians' repairs with our in-house expert technicians, it appears that the issue is related to a cracked magnet in the stator. The recent technician diligently followed the troubleshooting steps outlined in the service manual, leading to the recommendation of replacing both the stator and motor rotor.
  
  We understand the importance of clarifying the nature of the identified issue. Different issues may arise post-repair due to various factors and causes, and we acknowledge the complexity of appliance systems. In this specific case, the technician has determined that the cracked magnet in the stator, which appears to be the root cause of the current issue, is unrelated to the initial drain pump repair. While we understand that it can be frustrating to encounter additional problems, especially after a service has been performed, it's essential to recognize that appliances are intricate systems with various components.

  
  Our technicians follow a comprehensive service manual and troubleshooting steps to address the reported concerns. However, unforeseen issues may surface due to factors beyond our control. The cracked magnet in the stator is one such instance, and we want to assure you that it has been identified as a separate issue through careful examination.

  
  We understand the frustration that can arise from unexpected complications, and we genuinely regret any inconvenience this may have caused you. Our commitment to providing quality service remains unwavering.
  
  
  Sincerely, 
  **** Support Team 
  
  

  
  

  Customer Answer

  Date: 02/07/2024

   
  Complaint: 21197904
  
  I am rejecting this response because: When the first technician Ceown came and disassembled my machine and stated that it was the drain pump only. Then the 2nd technician ********* reassembled my machine and stated that it was the drain pump only. ********* ***** the drain pump and puts it on, then it starts squealing and smoking? Now it's the stator and motor assembly. Why wasn't that stated when he diagnosed the drain pump and put it back together? Had a perfect opportunity to see if it was by putting it back together. Now it is the stator, motor and drain pump. Never got it to work, tested it with a small amount of clothes. I didn't want anymore clothes that I had to ring out by hand. Still had 10 totes of clothes to wash but couldn't here, had to use a laundry mat. .
  
  Sincerely,
  
  Tuesday *****

  

  Business Response

  Date: 02/16/2024

  Hello Tuesday, 
  
  
  Thank you for your patience and understanding during this process. 
  
  After further evaluation and re-escalation of the team, we can now move forward in processing the refund amounting to $204.03. We deducted the cost of the service call and the parts cost as it was confirmed by our in-house technicians that the new issue of the unit does not have a correlation with the drain pump replacement, it has been verified also that the additional repair needed is the caused by disassembling the unit as the issue with the error code was resolved after replacing the drain pump. 
  
  Please let us know how would you like to proceed. 
  
  Sincerely,
  **** Support Team

  Customer Answer

  Date: 02/23/2024

  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,
  
  Tuesday *****

• Initial Complaint

  Date:01/24/2024

  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.

  My initial appointment with *******, a Puls Technologies representative was on Nov. 15, 2023. Needing repair on my gas dryer, he and I inspected the most common component, (the *************** there was no burn marks or odor on the board. He then removed the drum and found a worn pulley that during operation caused a sensor switch to be damaged by the belt sliding off of the pulley. Now needing 2 parts, (pulley), and (sensor switch).I was told 5-7 days for delivery. Im impressed at this point. Next appointment 11/20/2023, ******* did not show, he blamed dispatch.He showed up 11/22/2023. With new parts installed them and dryer did not work. Then, ******* showed me a obviously burnt component on the already inspected control board. He said that he would take it home and (WELD) a new replacement component, and return the next night. He returned late the next night with 3/16 diameter glob of silver solder and an area of black residue that extended another inch. It obviously did not work. He said that (I) could go and purchase a new control board in ******* for about $200.00. My wife and I said, "WHO"? ******* said, "I will purchase the control board and return the next night to install it at no cost to us". That was the last we saw or heard from *******. Numerous calls resulted in mostly no answers, and a "We can't reach him either". Dispatch said they could send a new representative in about a week, with no guarantees of a new control board. We declined, stating "We are reaching out to another company".Through a series of emails Puls Technologies has agreed to refund me $40.04 of $129.04 that I payed them. $89.00 service call I'm uncertain of. As of now I have received $0.00 refund. The $377.51 I paid Southwest Appliance on 12/07/2023 for a new control board, labor, taxes, and testing is the amount that I feel is fairly owed to me from Puls Technologies. The $86.75 total cost of the 2 new parts can be covered by the service call $89.00, and the deposit $40.04.

  

  Business Response

  Date: 01/24/2024

   

  Hello *******,
  
  
  Thank you for sharing your experience and we are truly sorry for any inconvenience and for the less-than positive experience. 
  
  
  We understand you requested for a refund of what you paid for and sadly, we are unable to honor a full refund as we would need to deduct the $89 service call since this fee was used to connect you to the technician who traveled to your location and diagnosed the appliance. As the repair was not completed due to issues encountered on securing the needed part, the team has approved to refund the deposit you paid for amounting to $40.04. Our support team communicated via email and has yet to confirm the last 4-digits of the **** card used on the payment for us to proceed with the said refund. 
  
  
  
  We look forward to your response. 
  
  
  
  Best, 
  **** Support
  
  

  Customer Answer

  Date: 01/31/2024

   
  Complaint: 21189489
  
  I am rejecting this response because: I feel that the $86.75 for the total cost of the 2 parts, and the $89.00 charge that Puls Technologies refuses to refund me are a wash, or a fair ground zero beginning. With the $377.51 I had to pay Southwest Appliances after 3 1/2 weeks and a ton of frustration to complete the job that Puls Technologies started, I am willing to swallow half of my pride simply to settle this dispute. I, ************************* am willing to accept 1/2 of the $377.51 plus the ***** that Puls Technologies has already agreed to refund me. This would be a of total $228.79 that I now will accept to resolve this complaint.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/02/2024

  Hello *******, 
  
  We understand your sentiments on this matter and we want to help you in the best way that we can to resolve this issue. 
  
  After further review of your request with us sadly we will be unable to proceed with your refund as it was confirmed that the findings of the technician are correct. The original issue of the unit was that it had no power and the technician was able to install the switch and pulley which helped him to further inspect the appliance and found out that the cause of the problem was the control board was damaged due to a power surge. Some repairs or parts need to be done first so that the main cause of the problem can be resolved. 
  
  Checking on the report of the service provider who worked on your unit, there is no indication or notes that the initial parts that were installed by the technician are not needed and by replacing the control board the unit was fixed which means that the diagnostic of technician ****** is correct. 
  
  With this, what we can offer is to refund you back the $40.04 that you paid for the 15% deposit for the repair. Please let us know how would you like to proceed. 
  
  **** Support Team

  Customer Answer

  Date: 02/07/2024

   
  Complaint: 21189489
  
  I am rejecting this response because: It is nice that Puls Technologies and *******, their technician have now found a means of communication that had been absent the last time I was involved. It seems to me that ******* has provided Puls Technologies with a lot of vital information to support their cause. Does ******* deny that both he and I inspected the control board as an initial issue? ******* did not mention anything about a power surge when he showed me the control board the 2nd time, only showing me the damage that occurred while he was working on the unit. Instead he offered to take the control board home and weld a new component to it. When he returned with a butchered control board that did not work, he wanted me to purchase a new control board. After my wife and I sternly questioned his request, he responded that he would purchase the new control board and install it at no cost to us. I reiterate, still no mention of a power surge, only an agreement that he was taking full responsibility. Furthermore, I ask of Puls Technologies to please tell me the whereabouts of my original control board, and why ******* has yet try to make contact with me? My generous offer stands the same as my last correspondence.

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

  

  Business Response

  Date: 02/16/2024

  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 review and re-escalation of your concern with the team, we can now move forward in refunding the payment you made amounting to $129.04. This is the only amount that we can refund back to you as stated in our previous email it was confirmed that additional repairs are needed.  
  
  Given that the technician tried to repair the control board it was verified by the service provider who went and installed the part that the control board fixed the issue, meaning that it was already damaged before the technician welded it and it needs a replacement. 
  
  Please let us know how would you like to proceed. 
  
  Sincerely,
  **** Support Team

  Customer Answer

  Date: 02/22/2024

   
  Complaint: 21189489
  
  I am rejecting this response because: the control board was inspected by *******, and the customer prior to digging in to the mechanical portion of the drier. Only after diagnosing, and replacing the two damaged parts did the control board show obvious burn and odor to the control board. ******* was the only person up on the ladder, therefore the only one to witness the damaging spark. After soldering the control board component in a very poor manner did the control board continue failed operations. Please remember that the customer also witnessed the condition of the control board during these two steps of the repair. Puls Technologies continues to ignore the irresponsible act of their representative leaving with my control board with a promise to return with a new control board, and ******* vanished into the night, never to be seen or heard from, never answering his phone, and never returning phone messages. Puls Technologies, where is my control board?
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/23/2024

  Hi *******, 
  
  The team has re-escalated this matter and reviewed the details of the appointment once again. 
  
  Our utmost apologies once again for the inconvenience.  We always make sure that customer's feedback are handled and resolved and that we provide resolution based on the terms and conditions and policies of the company. Thus, it has been decided by the management that we'll be refunding the initial amount that was paid for the service call which is $129.04.
  
  In order to proceed with the refund, please give us a call at ************** so we can assist you with the steps.
   
  
  Sincerely,
  **** Support Team

• Initial Complaint

  Date:01/23/2024

  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 CALLED **** FOR APPLIANCE REPAIR SERVICE. THE COMPANY SENT THE TECHNICIAN AMAREJAI TO MY HOME TO FIX MY GE REFRIGERATOR 12/22/2023 (REF# **D1U0yKeJ,!5**6T02NW3p8:reference. MR. ******** CAME TO MY HOME AND ASSESSED THE **** HE CHARGED ME $4** AND SAID HE WILL RETURN AND FIX MY REFRIGERATOR. TO DATE HE HAS NOT BEEN BACK. I CALLED THE COMPANY AND COMPLAINED ABOUT THE PERSON. GENERAL SUPPORT EMAILED ME BACK TO SAY, THEY WERE SORRY FOR THE INCONVENIENCE BUT THAT THEIR WORKER WAS NO LONGER WITH THE COMPANY AND THEY COULD NOT REFUND MY $4**. I AM ELDERLY 81 YEARS OLD AND I BELIEVE I HAVE BEEN TAKEN ADVANTAGE OF BECAUSE I AM ELDERLY. I

  

  Business Response

  Date: 01/23/2024

  Hello, ******************* 
  
  Thank you for bringing this matter to our attention. 
  
  Our utmost apologies for the great inconvenience and for the distress that this event has caused you. We do not intend to cause serious problems or collect unserviced repair payments. 
  
  The team has checked and reviewed the details of the previous service request for your Refrigerator, and after further evaluation, we regret to inform you that we cannot proceed with the refund for the cash payment that the technician collected since there was no transaction recorded that was directed to ****. 
  
  As much as we want to assist you further in resolving this matter, sadly, we can only provide you with the following details: 
  NAME:*******************
  EMAIL ADDRESS: *********************
  CONTACT NUMBER: *****************
  
  
  **** Support Team

• Initial Complaint

  Date:01/22/2024

  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.

  The incident occurred on January 16, ****, I am making this complaint on the January 17, ****, I contacted a company named **** known in two states, IN and **. I live in Md. My regular warranty company was not available, so I contacted another company seeking service for my Refrig. (it was not cooling) I am not happy with the service. The tech. took the part with him when he left. Now they want to charge me another $34.99 monthly for a contact, I do not want. I want my $34.99 back from the $384.88 I paid to them. It is not hard at all. I do not want to contract with you. You were paid for services that you did not perform professionally and I had to pay to first before you even attempted to service my refrig.

  

  Business Response

  Date: 01/23/2024

  Hi ****, 

  Thank you so much for bringing this issue to our attention. We apologize for the unsatisfactory experience with the service that has been provided to you and also for the inconvenience, as your concern has not been resolved.

  Nonetheless, thank you for the feedback and for informing us about this matter. After checking and reviewing the details of the previous appointment and after a careful evaluation with the team, as you do not wish to proceed with the monthly payment subscription, we have already manually cancelled the membership. Since there was no debit for the chargeback to your account, simply disregard the email that was sent to you with the payment link to settle it. 
  
  If you have questions or concerns, kindly send us an email at ***************** or you may call our Support Line: **************.

   

  Kind Regards, 

  **** Support Team 

  
  
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