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:05/20/2023

  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.

  I filed a complaint here (BBB) about unwillingness from **** to honor a coupon they send and misleading information provided to me that wiuld have prevented me from using the coupon unless I ourchased from them again. Through this channel the company agreed to refund the amount of my coupon to my credit card, however it has been over a month and I have not seen that refund yet. The screenshot below shows the businesss response. The case number is ******** and is considered closed because I accepted the proposed resolution. I still accept this resolution I just have not received payment and it does not seem like the business is following through.

  

  Business Response

  Date: 05/24/2023

  Hello *********
  
  Thank you for bringing this to our attention and we sincerely apologize for the inconvenience and trouble that this incident may have caused. 
  
  We would also like to apologize for not being able to process the refund as we have not been able to confirm your last 4 digit number on your credit card details. 
  
  For ** to move forward and process the refund immediately, please confirm if this is the **** card ending in **** that you used in settling your appointments with **?
  
  Looking forward to your response!
  
  **** SUPPORT TEAM 
  
  
  

  Customer Answer

  Date: 05/24/2023

   
  Complaint: 19974330
  
  I am rejecting this response because they need to confirm the last 4 digits of my card to process the refund. The card is the **** ending in **** as asked by the company. Please relay so the refund can be processed and we can close the complaint.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 05/27/2023

   

   

  Good day, ******************* 
  
  Thank you for confirming the last 4 digits of your card. We have successfully processed the refund amounting to $40. 
  
  The funds should reflect in your account within 3-5 business days or depending on your bank's policy. 
  
  
  
  Kind regards, 
  **** Support Team
  
  

  Customer Answer

  Date: 06/01/2023

  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:05/10/2023

  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.

  After cleaning our GE oven, there was a clicking noise when we unlocked one of the double ovens. We called ********* said since it was not under warranty, that we should call Puls Technologies **** (not to be confused with PULLS which IS a reputable company) to come repair the units.On January 5th, two technicians from Puls Technologies **** came to repair our double oven. Since they were recommended by GE, we thought they were a reputable company. After identifying the repairs that were needed, we were told that there was only one part available for this kind of oven and asked if we wanted to proceed and have them order the parts and then come back to do the repairs. We agreed and made the payment for the service call and a 15% deposit for the repair services totaling $135.20. We were told the payment had to be made before they could go to their next appointment. The technicians confirmed payment was received and they left. We were told they would call January 15th or 16th, when the part came in, so an appointment could be set up to do the repairs. Since we expected the technicians to return, they left both of the ovens disconnected, even though only one of the ovens wasnt working properly, leaving ** without an oven, almost 4 MONTHS later. As of January 26th, we hadnt heard anything from the technicians, so our daughter called customer service, at which point she was informed we hadnt paid, therefore they hadnt proceeded with ordering the parts. We had made the payment through PayPal on January 5th, but didnt receive payment confirmation from ****. We had no reason for concern, since the technician said it had been received. We were told we had not paid for the service. We asked **** to re-send the payment link at which point we resubmitted the payment and this time, we got a confirmation from ****. Our daughter called customer service back to verify all was well with the payment. They confirmed the payment had processed and said that the parts werent available now, so the supplier would have to make the part and we would be contacted when the part was ready; about 2 weeks. My daughter informed them that they needed to work on their communication skills, because had they called to let ** know there was a problem with the payment, we would have rectified it immediately and they could have ordered the only available part. Had they done that, our ovens would be working by now.Our daughter called on Feb 14th to see if they had received the parts since we hadn't heard from the technician. This time, she was told the part had to be made & it would take 2 months. She asked them to please keep ** updated either by email, text, or a phone call. Since we had not had any communication from them, our daughter called again on April 4th to check since the 2 month time frame was approaching. They said the part still had not be made & they didnt know when it would be, but they would keep ** informed. They said they called me about it March 25th. I checked my ********* did not receive a call or message from them.We had been without either of our ovens since January 5th with NO updates from them. This is NOT satisfactory service. We will never use them again & recommend that GE remove them from their list of companies that provide service for their products. The first week of May we had someone reconnect both ovens and they both work fine no problems and no repairs necessary. There are no words to describe how frustrated and angry we are about the situation and having chosen **** to call for repairs. We feel duped, scammed, misled, etc. Because of our frustration, we decided to file a complaint with Better Business Bureau. We noticed on their site they rated them B+ and that they showed 283 complaints closed in last 3 years and 94 complaints closed in last 12 months. Since BBB gives the a B+ rating after all those complaints, I am losing my confidence in them also.

  

  Business Response

  Date: 05/12/2023

  Hi ******, 
  
  Hope all is well. 
  
  Thank you for bringing this to our attention and we would like to apologize as well for the inconvenience that this has caused you. We would like to help the best we can to resolve the matter brought to our attention. 
  
  After carefully reviewing the details of your appointment and further discussion with the team and technician, we can now move forward to refund $135.20 that you initially paid for the appointment which includes the service call fee and the deposit for the part that is currently backordered. 
  
  We apologize again as we never intend to cause such problems. May we confirm the PayPal account that was used in settling the payment? So we can move forward to process the refund in your account. 
  
  
  **** SUPPORT TEAM

  Customer Answer

  Date: 05/12/2023

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

  Customer Answer

  Date: 06/12/2023

   
  Complaint: 20043793
  
  I am rejecting this response because: They have not given me the refund.  I would like the money they stated, refunded to me through Pay Pal since that is the way they were paid.
  
  Sincerely,
  
  *************************************

  

  Business Response

  Date: 06/14/2023

  Hello ******, 
  
  Thank you so much for your follow-up. Our apologies for not being able to process the refund right away as we were waiting for the confirmation of the Paypal account. 
  
  We will have one of our Team to reach out and confirm the necessary detail so we can move forward with the next step. 
  
  Then, we will immediately endorse it to our ********************* for the processing. Please be advised that the funds will be credited back within 3-5 business days or depending on your bank's policy.
  

  
  Best Regards, 
  **** SUPPORT TEAM

• Initial Complaint

  Date:05/09/2023

  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.

  Complaint: **** not resolving issue for refrigerator repair: (ice maker not working, freezer not freezing- food thawed, refrigerator cool, not cold) in a timely manner and false advertising. We have a membership with ****. My husbands credit card pays the annual fee, however the account is under my name as he travels and not always available. My husband made an appointment and made aware we had a membership, **** tech was scheduled to arrive Wednesday 5/3. **** cancelled the appointment as they would not honor the membership since my husband called instead of me. I called them on 5/3 and they would still not honor the membership or appointment scheduled. They arrived 5/4 to diagnose. 5/5 installed a compressor. Charged $900 -$1,000 to fix and said it would take up to 48 hrs to cool and all issues would resolve. 48 hrs later, still with all the same issue- ice maker not working, freezer not freezing, refrigerator cool not cold as the temperature set. Scheduled another appointment for 5/8 which **** cancelled and have not resolved or schedule another appointment. Grocerys are very expensive which I lost a large *** of $ on. I had picked up more groceries on 5/6 expecting the issue being fixed. Now loosing even more $ on groceries. They are not handling in a timely manner. False advertising: Advertising dedicated phone support for members. Not true. The app button for support appears to be for looks and doesnt actually work. Initial membership email said to contact *************** for issues. This is not dedicated phone support, its email and just goes to a general email box. There is no dedicated support. I tried calling the general phone line 4 times on 5/8 but when I choose to talk to someone, it just disconnects. Please help resolve this issue. Thank you

  

  Business Response

  Date: 05/10/2023

  Hi *****, 
  
  Hope all is well. 
  
  Thank you for bringing this to our attention and we would like to apologize as well for the inconvenience that this has caused you. 
  
  We would like to help the best we can to resolve the matter brought to our attention. Our Guarantee is valid 365 days from the original date of repair.
  
  After carefully reviewing the details of your appointment and further discussion with the technicians, we were able to confirm with the recent technician that the previous compressor caused the issue. Hence, we will be covering the repair cost for the compressor replacement,  condenser and evaporators replacement for both parts and labor.
  
  Please do inform ** if you have any concerns regarding this. We have already inform the technician to move forward with the next step and we will update you once a schedule is already set. 
  
  Thank you for your patience and understanding. 
  
  **** SUPPORT TEAM
  
  

• Initial Complaint

  Date:04/26/2023

  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.

  Initially contracted a refrigerator repair. A technician came out and performed a repair replacing parts with a total of $389.78. 11 days later the repair failed, I tried to contact the company twice by email with no response. My partner finally called and a different tech came and looked, and said he would need to contact dispatch on what to do. When we do hear back it's a quote for $547.10 to replace the same parts and no mention of the guaranteed work being taken off the new quote. Just a brand new contract to do repair work that was already performed partially but failed, Why do I need to pay twice? Why do they offer a 90-day guarantee if they don't honor it? I now just want a refund for the initial repair because it failed in 11 days and should have been covered. I won't even talk about the entire refrigerator and freezer full of lost food I now have to replace.

  

  Business Response

  Date: 04/30/2023

  Hello *****, 
  
  Thank you for bringing this to our attention and we would like to apologize for the inconvenience that this has caused you. We never intend to cause any trouble and we hope that you'll accept our sincere apology.
  

  
  After further evaluation and discussion with the team, we can now move forward with the refund for the repair that you initially paid as it didn't resolve the issue with your appliance less the service call fee; hence, amounting to $300.78.

  
  May we confirm if this is the **** card ending in number **** that you used in processing the payment? Kindly let us know so we can process the refund. 
  
  
  Sincerely, 
  **** SUPPORT TEAM

• Initial Complaint

  Date:04/22/2023

  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.

  I have my dryer break they came out and fix it charge d me 400$ for 10 min of work and the dryer breaks again within less than a month and they wanna charge me again to fix

  

  Business Response

  Date: 05/01/2023

  Hello *******, 
  
  Thank you for bringing this to our attention and we would like to apologize for the inconvenience that this has caused you. We never intend to cause any trouble and we hope that you'll accept our sincere apology. Our Guarantee is valid 90 days from the original date of repair.
  
  
  Any other adjustments or failure to the same appliance that is not part and/or have no correlation to the original repair completed and if an additional part needs to be replaced is subject to an additional service fee and will be charged accordingly.
  

  Initial repair targets the initial problem. The problem may arise after the repair. 

  After carefully reviewing the details of your appointment and further discussion with the technician, he initially replaced the heating element to fix the heating issue with your dryer. However, he told ** that he reached out to you as the dryer stopped running. So, he went back last 04/22/2023 and found out that the unit needs an additional service to change the temperature sensor as this is outside the Guarantee Coverage. 
  
  
  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:
  
  Sensor / Switch Replacement $264
  Temperature sensor              $47.34
  Total (after tax)                      $333.13
  
  Please do inform ** if you have any concerns regarding this and please do let ** know if you wish to proceed with the repair. 
  
  Sincerely, 
  **** SUPPORT TEAM

  Customer Answer

  Date: 05/02/2023

   
  Complaint: 19969761
  
  I am rejecting this response because: I just paid 400$ to fix my dryer and it breaks not even a month later and now you wanna charge me another 400$ almost to fix that is bull c*** I will never use you services again and will file a negative complaint with this company. You guys fix something and break another thing so that I would need your services then charge a insane amount to fix it on top of that your technician shows up to my house unannounced trying to fix it so that Im force to pay the ridiculous price I will be reaching out to a lawyer
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 05/03/2023

  Hello *******, 
  
  Thank you for getting back to us, we totally understand your frustration regarding this matter. 
  
  However, after further reviewing this matter again with our internal technician, the heating element that was initially repaired is unrelated to the initial issue with its current issue that is continuously running. 
  
  Our Guarantee covers the cost of the same parts, service, and installation from the repair appointment. However, in your case, it was determined that the issues are not correlated and indeed need additional repair. 
  
  Furthermore, ******* units usually and will eventually lead to failed main control and also faulty power supply on the motor. Thus, continuous running is a common issue. 

  If there's anything you'd like to share, please let ** know and all your concerns will be addressed. Hoping for your understanding.

   

  **** SUPPORT TEAM

  
  

  Customer Answer

  Date: 05/05/2023

   
  Complaint: 19969761
  
  I am rejecting this response because: the tech that came out to do the repair showed that me would have only charged me 200 but plus tech charges another 200 for the company this is unacceptable work practices you should be shut down you fix things and break others to have the tech come out and charge more money I paid 400$ for a repair and still have a broken dryer 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 05/09/2023

   

   

  Hello *******, 
  
  We would like to once again, apologize for the trouble this has caused you. 
  
  As we stated in our previous response, the needed repair is not correlated to the original repair  done on the unit. Please be advised that other issues occur only after a repair or a part is replaced. 
  
  
  Thank you for your time and understanding.

   

  Best regards, 

  **** Support Team

   

  Customer Answer

  Date: 05/12/2023

   
  Complaint: 19969761
  
  I am rejecting this response because: there was no resolution to the problem this company is obviously running a bait and switch where they fix something and break another thing
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/18/2023

  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.

  Received a service for a water leak on my washer. Charged $303 and the washing machine did not work. Called customer service numerous times and emailed numerous times. Was told a technician would contact me. Never did. Finally five days later customers service said they could not fix my problem. The customer service person did not speak proper english.

  

  Business Response

  Date: 04/19/2023

  Hello ******, 
  
  Thank you for bringing your concern to our attention. We do apologize for the inconvenience that this has caused you and also for how the service was provided. 
  
  After carefully reviewing your concern and appointment details with the team, since the repair is still under our 90-day Guarantee coverage, we have decided to have a new Technician to be sent to diagnose your device and see if the issue exists is correlated to our original repair. If it is, we will entirely waive the fee for you and repair it for free under Guarantee Call - Home Appliance. 
  
  We can now move forward with the next step. Please let us know the date and time of your convenience so we can also endorse this to ************** Broadcasting Team to assign and locate a new technician. You can also use the link below which was also sent to you to schedule an appointment.
  

  ********************************************************************************;
  
  **** offers a 90 Day Guarantee on the part and or installation that was completed on the initial repair. Any other adjustments or failure to the same appliance that is not part and/or no correlation to the original repair completed and if an additional part needs to be replaced is subject to an additional service fee and will be charged accordingly.
  
  Thank you so much for your patience and understanding of the process.

  Sincerely,

  **** SUPPORT TEAM

  Customer Answer

  Date: 04/19/2023

   
  Complaint: 19952414
  
  I am rejecting this response because:

  Because of the failure of **** to send a technician on the Saturday when I initially complain (the said a technician will call me) and Because I did not hear from the company as they promised me on that Saturday. ( I made contact on Tuesday afternoon and was treated very rudely by their customer service rep). I ordered and had installed new washer and dryers.  I could not go 6-7 days without a working washing machine.  I had the broken one hauled off.  My complain is the lack of technician follow up. They advertise 24 hour support! And the rude customer service rep on the phone. They did attempt a repair and I did pay for it.  What would satisfy me is to be refund me the labor $130 and **** can keep the parts fee.  In addition the company should provide better customer service should call you back when the technician  is supposed too
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 04/29/2023

   

  Hi ******,
  
  Thank you for sharing your experience and I'm truly sorry you had a less than positive experience.
  
  As we agreed on, we have already forwarded the refund amounting to $130 to finance for processing. Please be advised  that the funds will be credited back within 3-5 business days or dependig on your bank's policy. 
  
  Thank you once again for your patience and understanding towards the process.
  
  

  Customer Answer

  Date: 05/02/2023

  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:04/16/2023

  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.

  In October 2022, I requested to cancel my service. Per the website ****.com it is stated to request a cancellation of service by emailing support providing your e-mail and phone number, and stating that you would like to cancel. I assumed my account was closed and noticed that my card was still being charged in February 2023; I called and stated that I requested a cancellation months ago and needed to be credited back for the two months I was charged. The rep stated that I would be credited back the funds and canceled. So I looked today and noticed that my credit card is still being charged. I am due back approximately $55.00 (rounded up) and need my account canceled. I should not have to request to have my account closed continuously. **** are stealing money from their customers, and that is not right.

  

  Business Response

  Date: 04/17/2023

  Hello *******, 
  
  We appreciate you bringing this up with us and we would like to apologize for the inconvenience that this has caused you. We never intend to cause any trouble and we hope that you'll accept our sincere apology.
  
  Your membership information and request have been reviewed and evaluated. As a result, we've already canceled the membership plan and we can now also move forward to refund the charges that was credited to your account amounting to $60.27. 
  
  May we confirm if this is the **** card ending in number **** that you used in processing the payment? Kindly let us know so we can process the refund. 
  

  
  Sincerely, 
  **** SUPPORT TEAM

  Customer Answer

  Date: 04/21/2023

   
  Complaint: 19943465
  
  I am rejecting this response because: The Credit that has the charges is *******************. The credit card ending in **** was closed. If it is better I'll take a check for the $60.27 made out to ******************************* and mailed to *********************************************************************** 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 04/24/2023

   

   

  Hello *******, 
  
  
  Thank you for getting back. As we have discussed over the phone, we will now process the refund amounting to $60.27, please be advised that the funds will be credited back to your account within 3-5 business days or depending on your bank's policy. 
  
  
  Best regards, 
  **** Support Team
  
  

• Initial Complaint

  Date:04/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/6/2023 I called **** customer service and informed the *** that I had. a issue with my washer nit spinning. She scheduled a tech Sabir to come on Saturday morning. He came out no problem, and attempted to fix the issue with my washer Sunday my washer went out doing the same issue that I paid $299 to get fixed. I called **** Monday morning they said I had a 90 day gurantee to get the washer fixed! Someone was suppose to reach out to me within 48 hours. After waiting the 48 hours I called back because I had not heard from anyone. I received a email to schedule a different tech. I scheduled the tech ***** for 4/13/23 5pm-7pm. Well I never heard from ***** regarding commit out around 6:34pm I called and asked what should we do. They *** said he would reach out to the tech. By 6:58pm I called back and urged them escalate the issue. The *** said I would hear from someone by 7:30 pm I directly asked that *** what time does this department close he said 9pm which was not true. I got a text from ***** at 7:31 saying it was a schedule mix up and he thought the job was scheduled for Saturday, but he was 46 minutes away, and did I still want him to come out tonight I said PLEASE come out . Well 46 minutes go by and I text ***** what's his ETA no response. This whole process has been a complete disaster and a great example of POOR customer service. I paid good money for a service that was not complete and I feel discriminated against for the run around and direct lies that have been told to me by representatives for **** Tech. I have lost several hours of my day and missed out on business opportunities of my own. I am a requesting a full refund and to be compensated for my time wasted!

  

  Business Response

  Date: 04/15/2023

   

   

  Hi Arcell ,
  
  Thank you for sharing your experience and we are truly sorry for the inconvenience this has caused you, we understand your time is valuable and we never meant to put you in such a terrible situation. 
  
  After review and discussion, we have already submitted a refund of $299.26 to our finance for processing. Please be advised that the funds will be back in your account within 3-5 business days or depending on your bank's policy. 
  
  
  Thank you once again for your patience and understanding towards the process.
  

• Initial Complaint

  Date:04/05/2023

  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.

  Service call with **** on refrigerator making noise. Technician diagnosed problem quickly and ordered part. At the same service call, asked about water dispenser not working. Technician checked icemaker and water dispenser, discovered problem, ordered part. Technician returned next day to repair problems. Technician fixed freezer fan and attempted to fix water dispenser. Replacement part did not correct problem. Technician said different issue with water dispenser, different part. Technician was to return the 3rd day, did not return. Called **** to inquire if technician returning. Was told through text that technician was coming later after I waited all day for confirmation call. A few minutes later got a text from technician that the problem with the water dispenser was a circuit board that would need to be ordered. the order would take 2-3 business days and would call to set up service call. I would receive a refund on the part that was replaced, which I did receive. What wasn't clear, since the technician had difficulty with English, if indeed there would be a repair call OR a refund. After calling **** again, I discovered that there was no intention of fixing the water dispenser that I had received a refund on the previous service. That was not my understanding. I repeatedly asked the technician to clarify was was indeed going to happen. Clearly that was not the case. After waiting to a technician for 3 days total, then finding out there was not to be a repair, I am frustrated and angry. there was not clear communication and respect for my time. Only after I called **** that I found out what was happening. I will not recommend **** to others for any service and will contact *** brand of my refrigerator, regarding the service I received and did not receive.

  

  Business Response

  Date: 04/07/2023

  Hi *****, 
  

  
  Thank you for taking the time to share your experience.

  
  We are truly sorry for the misunderstanding and the confusion throughout the process, it is not our intention to waste your time and cause any inconvenience.

   

  Please know that we take every complaint very seriously as it gives us crucial insight not what we need to improve on to provide **************** in the future.

   

  Sincerely,
  **** Support Team
  

  
  

• Initial Complaint

  Date:03/21/2023

  Type:Order 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.

  Essentially, I would like consumers to be informed that this company uses bait and switch techniques. The initial process of getting them out to the home is exceptional. However, they pressure you into getting a membership. Once the membership is signed, it is essentially impossible for them to come out to provide services there after (cancellations, extra charges). It is also impossible to get out of the contract due to bad services and you have to pay for cancellation which they dont tell you upfront. Essentially they are grifting money from you monthly and then you have to pay to cancel for the awful services.

  

  Business Response

  Date: 03/27/2023

   

  Hi *****,

  
  Thank you for sharing your experience and we are truly sorry you had a less than positive experience.
  
  After a review and discussion with the team, a refund for the $7.9 was forwarded to our finance for processing. We appreciate your patience and understanding throughout this process. 
  
  
  
  Sincerely, 
  **** Support Team