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: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,
  
  *****************

• Initial Complaint

  Date:12/07/2023

  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 12/05/23 I had a Technician from **** come to my house to fix an ** washer that was slightly leaking during the spin cycle. The technician stated it was a hose. He left to get the hose I was needing and came back to "fix" my washer. At the end he said it was fixed and charged me $310 dollars. Today I go to use my washer and the washer is now leaking when I start it up. Flooding my whole laundry room. I have called **** **************** and sat on the phone twice for 30 mins each call to get hung up on. I am beyond upset. I feel fooled. I want my washer fixed at no additional cost as it should have been fixed the first time. If you cannot fix it I want my money back.

  

  Business Response

  Date: 12/08/2023

  Hi ********, we sincerely apologize for what happened in the initial appointment and for any inconvenience this has caused you. However, upon checking, the technician was able to come back and resolve the issue. We also sent you an email yesterday regarding the guarantee appointment. If you ever need help again or if the issue comes back, please don't hesitate to contact us and we will make sure to assist you the best we can. 

• Initial Complaint

  Date:12/06/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1) **************** Call Sept 25, ******) Issue recurred within 7 days of original service call. (Beginning of Oct)3) Contacted Original Technician Directly - no response. (Beginning of Oct)4) Contacted **** to exercise their guarantee. (Beginning of Oct)5) Sent Technician ***************** Part Ordered (part is readily available from manufacturer online). - Oct 24, 2023. (3 weeks later)6) **** continues to be unable to successfully schedule a technician (they have cancelled follow up appts 3x on us), order the parts needed, or fix the issue with our refrigerator.7) Their guarantee states that they will cover any follow up repairs associated with the original repair request.8) 2 Different **** Managers have called and confirmed that I will not be charged for any additional Service Calls or Required Parts as the same issue we originally called on is recurring. 9) **** continues to fail to deliver on their guarantee. No technician has been back to our home and the issue still exists. 10) We have lost everything in our refrigerator 2x (~$650 total) since calling **** to resolve our issue.Requesting: Complete Resolution, Refund of Our Original ******** ************** for the Lost Food since they were first involved on Sept 25th and again following their visit on Oct 23rd.

  

  Business Response

  Date: 12/11/2023

   

  Hello ****, 
  
  
  We are very sorry for the experience you had, we never wish to cause inconvenience in any way, and this is not the kind of service we want to provide our customers.
  
  
  After re-evaluation and discussion, the team has decided to process a refund of the amount you paid less the $89 service call, amounting to $285.95 of approved refund. Our support team will be reaching out to you directly via email to confirm necessary information to proceed with the refund. 
  
  
  
  
  
  Sincerely, 
  **** Refund Team
  
  

  Customer Answer

  Date: 12/11/2023

   
  Complaint: 20966313
  
  I am rejecting this response because:

   This or sold my appointment less than 30 minutes before it was scheduled to occur on three separate occasions and dragged out this repair for what is approaching 3 months and they're said to operate under a service guarantee where a technician was sent out. They charged me for a service call but the technician didn't even resolve the issue. So then even charging a service call is ridiculous. Further, based on their scheduling and the confidence they communicated, we did not anticipate losing two additional rounds of food in our refrigerator due to last minute canceled calls. Our total loss was basically 90 days of time. The total amount we paid them plus an additional $600 or more in lost food and our issue is still not resolved. My wife even ask the technician when they revisited our home if he was confident we could put food in the refrigerator and he was 100% confident that the issue was resolved yet we lost another round of food. Their offer seems to be something that would be offered and say the first two weeks or 3 weeks from our initial call as their unable to satisfy the repair based on lack of staffing in our area and they refuse to admit the reality that they can't support the guarantee they offer. Again, the total amount we paid plus $600 would see more than satisfactory based on their inability to perform the guarantee they offer and their inability to resolve the issue after what is now approaching 90 days from our original call. Even today, they could not resolve the issue if we called them today in a refrigerator is still readily available in many retailers. So it's not an old refrigerator with a lack of availability of replacement parts. They lack expertise in any sort of guarantee that they can support. I absolutely do not accept their offer. It seems way under what would be considered satisfactory to resolve our damages. 

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

  

  Business Response

  Date: 12/14/2023

  Hi ****,
  
  We do understand your frustrations and we never intended to put you in such a bad situation. However, we have already sent you an email regarding the refund and we will be further discussing this directly through email.

  Customer Answer

  Date: 12/18/2023

   
  Complaint: 20966313
  
  I am rejecting this response because:

  This organization dragged me along for days and then weeks and then months completely lacking the ability, experience, and staffing to complete the repair. They should not be conducting business, nor implying an ongoing commitment to a "guarantee" of their work when they lack the ability to effectively complete any appliance repair work in our area. In trusting them, we have lost 1) money 2) time 3) refrigerated goods as they continue to make false claims around their business practices. Do not hire this organization under any circumstances.

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

• Initial Complaint

  Date:12/04/2023

  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.

  My washing machine was not draining so I looked into hiring a technician via **** to fix the issue. When the technician came, he took out my dryer and left it in my kitchen and said the pump was broken. I asked how and he said he just knows. He replaced the pump, but the washing machine was still not working. He said the issue is actually the motor. He fixed a pump that was not even the issue. The motor was the issue. After he installed the new pump, he handed me an iphone to sign and pay for $563.81 or he would not leave. He did not even tell me how much it would cost before he did the service and replaced the pump. Now after paying all that, I am still left with a broken washing machine. My washer is dismantled and my dryer is still in my kitchen. HE LEFT. He said he would come back to fix the motor, but I refuse to have any other technician via **** come into my home. This experience has been an absolute nightmare and this company should be shut down for scamming others. **** brought in a technician to fix a "problem" that was not even the issue and then charged me for that. The technician told me a new washer would be around $2k so he said it was cheaper to fix it. Meanwhile, a brand new ** washer is roughly $600. I should have paid this than suffer from my experience with **** and get scammed $563.81. I was left scared, uncomfortable, and pressured into paying for a service that did not even fix the problem.

  

  Business Response

  Date: 12/07/2023

  Hello *****, 
  
  We sincerely apologize for the inconvenience that this has caused you. We understand that you value your time, and we never wanted to keep you waiting or put you in such a terrible situation.
  
  After carefully reviewing the details with the team, we regret to inform you, however, we can not honor a refund since we offer a 90-day guarantee on our parts, repair, and installation. We know that you just wanted to move forward with a refund however, we cannot proceed in processing a refund without proper documentation on what happened to the repairs done by the technician. We are humbly asking you to give us another chance to send out a new technician for a re-inspection at no cost for us to check what happened to the repairs performed initially and after the inspection, we can move forward with evaluating your refund request. We also wanted to let you know that you need to go under the Guarantee process first as per our terms and conditions which you agreed to when you booked the appointment. 
  
  Please let us know how would like to proceed. 
  
  Sincerely,
  **** Support Team

  Customer Answer

  Date: 12/08/2023

   
  Complaint: 20958329
  
  I am rejecting this response because:

  I feel uncomfortable having **** bring another of their technicians into my home after bringing me nothing but emotional distress throughout the past week. I also told them to arrange someone to come this weekend and I have not heard a response from them.

  This company is a scam and they need to make it right and refund me so I can find someone else to fix the issue who wont bring me emotional distress.

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

  

  Business Response

  Date: 12/13/2023

  Hi *****, we do apologize for what happened and for the emotional distress that we have caused you. This was never our intention and we truly want to rectify this situation. We can go ahead and send out a new technician who will be able to fix the issue under the 90 day guarantee. We will be sending you a follow up email regarding this. 

  Customer Answer

  Date: 12/13/2023

   
  Complaint: 20958329
  
  I am rejecting this response because:
  
  The company has been saying they will fix it but they never have. 

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

  

  Business Response

  Date: 12/20/2023

  Hi *****, 
  
  Thank you for your response and we apologize once again for the inconvenience and distress that this has caused you. 

  
  After carefully reviewing the details of your appointment with the Team, we are unable to honor a full refund as we would have to deduct the service call fee as this fee was used to connect you with a technician who traveled to your location and did a full diagnostic of your appliance. However, we can now move forward in processing the refund amounting to $474.81.
  
  But before we proceed with the refund, may we know if you still have the unit with you, as the technician needs to get back the part he installed? 
  
  Looking forward to your response. 
  
  Sincerely,

  **** SUPPORT TEAM 

  Customer Answer

  Date: 12/21/2023

   
  Complaint: 20958329
  
  I am rejecting this response because:
  
  You sent another technician to look at my broken machine and he even told you my machine is broken after the other technician did not even fix it.

  And now youre asking me for the part that wasnt even necessary back? This is extremely unprofessional. I had to buy another washing machine and the other technician broke my dryer when he removed it above my washing machine so I had to pay to have that fix too.

  This company is a scam and should be shut down. Their business practices are unprofessional, insufficient, dehumanizing. I refuse to let **** anywhere near my home again for the trauma they have caused throughout the past few weeks. ****, you have the audacity to ask to come back to my mom and bring the old technician who did not even fix this. 

  
  Please make this right.

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

  

  Business Response

  Date: 12/22/2023

  Thank you for getting back, *****

  
  The team deliberated on this case as a re-escalation ticket has been submitted; hence, we can proceed with the refund without letting the technician go back and retrieve the part. However, we still have to deduct the $89 service call fee as diagnostic services have been provided. The amount approved for refund is $474.81. 
  
  In order to proceed with the next step, kindly confirm if this is the **** card ending in **** that was used in processing the previous payment. 
  
  Sincerely. 

  **** Support Team 

• Initial Complaint

  Date:12/04/2023

  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.

  they were supposed to fix my dishwasher on 8/25/2023. their technician broke my dishwasher instead and has now rendered it completely nonoperational AND he left in the middle of it. and their company has stopped responding. I've been without a functional dishwasher for over 3 months. Full email with lots of details is attached in the documents that I uploaded. I want them to cover the full cost of the replacement of the dishwasher and to compensate me for not having a dishwasher for so long and having to deal with them while 9 months pregnant.

  

  Business Response

  Date: 12/12/2023

  Hi *****, we sincerely apologize for what happened. We never intended to keep you waiting or put you in such a terrible situation. We will be reaching out to you directly to help rectify the situation. We will make sure to look into this further and see the best resolution to this issue. 

• Initial Complaint

  Date:11/24/2023

  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.

  On October 21, 2023 a **** handyman (*****************************) hung a mirror in my home that was well over 150 pounds. When making the appointment, I informed ****, as well as the tech when he reached out to me on his way to my house that it was a two man job as it was impossible for one man to lift the mirror, ***** arrived alone. Thankfully my son-in-law was here and helped ********************** lift the mirror on the wall.The very next day the mirror was sliding off the wall. If this mirror would have fallen it would have gravely hurt a child, even an adult and would have definitely damaged several of my newly installed floor tiles. When I texted photos of the falling mirror to the handyman directly he informed me that the hardware provided with the mirror was not sturdy enough to hold up such a heavy mirror (I have his text messages)...however he never mentioned that to me before mounting the mirror, or gave me the option of paying him extra for the correct hardware. HE JUST MOUNTED THE MIRROR KNOWING IT WOULD EVENTUALLY FALL!! I reached out to **** and rescheduled with another handyman, but honestly I was afraid to use this company again, so I cancelled the appointment and paid someone else to mount the mirror. **** REFUSED to issue a refund, so I disputed the charge with my ***************** **** then challenged my dispute with ****, so I had to reopen another dispute with ****. **** is now asking me to close my dispute and they will issue a refund. But there is of course no guarantee they will do that. So I've repeatedly told them (via email) to issue a refund and **** will automatically close the dispute, but **** still refuses to issue a refund.I sent **** the text messages from ***** admitting that the hardware that came with the mirror was not sturdy enough, yet he still used it. **** should have immediately issued a refund due to his unprofessionalism and GROSS NEGLIGENCE.

  

  Business Response

  Date: 12/03/2023

   

  Hello *****, 
  
  
  Thank you for sharing your experience with us
  
  We are truly sorry for the less than positive experience throughout the process, we would like to help you with the best way we can. Checking on your ticket regarding your request for a refund, this has already been approved by the team and as previously stated and mentioned via the email conversations you had with our support team, our finance will only be able to process the approved refund amounting to $178.58 if dispute filed has been dropped/lifted as it won't allow us to proceed with the refund due to the ongoing/open dispute. Otherwise, we would need to wait until the dispute ends. 
  
  
  
  
  
  Sincerely, 
  **** Support Team 
  
  

  Customer Answer

  Date: 12/03/2023

   
  Complaint: 20911005
  
  I am rejecting this response because:

  When I initially requested a refund, they refused to provide a refund which is why I disputed the charge with ***************** If **** processes my refund, **************** will automatically close the dispute, **** knows this....why won't they just process the refund? I WILL NOT CLOSE THE DISPUTE as I have ZERO guarantee **** will give me a refund if I close the dispute. 

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

  

  Business Response

  Date: 12/06/2023

   

  Thank you for getting back, ***********

  As we spoke to you on the phone regarding this matter, in reiteration, we are unable to process the refund due to the ongoing dispute that needs to be dropped on your end. However, since you are not willing to, the team will now need to wait for the result and move forward from there.

   

  Best,
  **** Service Refund Team

  Customer Answer

  Date: 12/10/2023

   
  Complaint: 20911005
  
  I am rejecting this response because:

  This company wants me to close my dispute with **************** so they can ignore me like they did when I initially requested a response. I have no guarantee that they will provide a refund if I close my dispute. A PROFESSIONAL and REPUTABLE company would have given me a refund from the beginning. This company is a SCAM.

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

• Initial Complaint

  Date:11/21/2023

  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.

  I requested a repair service for my gas range stove. A techn came to my home and disassembled the unit in 2-3 hours, to discover the problem which I found via a ****** web search in under 5 minutes. He concluded that we needed to replace a control panel circuit board. I was asked to make a down payment for parts and labor totalling $139.75. He returned a few days later with the part. When he finished installing, he told us the board may have been faulty and that he would bring another one the next day. He came and installed the new part. Upon completion he told us the oven was still producing an error code related to the cooling fan. He said he had one and he would come back promptly with a replacement. When he finished working, the oven still gave an error code. At which point he concluded he could not repair it. He attributed the problem to an insect infestation, stating that they may be nesting inside the wires and causing issues which would become more costly to fix. Recommended us to replace the range. I left a low rating of him. I was then contacted by **** and offered a free secondary assessment due to my dissatisfaction. The new technician arrived and explained to us that the prior technician had no idea what he was doing. The cooling fan was missing parts. He showed us a picture of a properly assembled fan. There were disconnected wires with electrical tape on their ends, andthe new tech said he could not find only the circuit board in his work order directory. He said that when replacing such a part, you would need to order the entire top panel for replacement, not just the circuit board. He relayed his report to the company, letting them know that the first technician did not complete the job right. The company only wants to refund 20% value of my down payment due to the ***** infestation in the range being a cause for more problems to occur. I want a full refund because I wasn't told that repairs would not be guaranteed to work due to infestation.

  

  Business Response

  Date: 11/25/2023

  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. 
  
  We believe in providing value without compromising on the quality of the service as we always strive to provide a successful repair. Nonetheless, we understand your sentiment and the position that you are coming from as we were unable to provide you with the best service that we ought to deliver.
  
  After re-evaluation of your request, we can now move forward in refunding the payment you made amounting to $139.75. May we please confirm if the last four digits of the **** card ending in **** that was used in settling the payment are correct for us to process it right away?
  

  You can also respond to the email that we sent to you separately for us to process the refund. 

  Sincerely,
  **** Support Team

• Initial Complaint

  Date:11/20/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In Oct, I contacted **** to repair my Whirlpool Refrigerator ice-maker. The cost for the repair was $415, which included a self-initiated "tip" by the repairman because "he was not making much money on the repair".He also engaged in a high-pressure for a **** repair contract of $41.00 that day and a recurring charge of $34.99 monthly. He it would save me money next time, but not to file any repair request until after the first of the year, so it would not seem suspicious to the company.My home is a new build, 3 years old. My wife and I are both disabled seniors, in our 70s.With the service contract, I was told "Oh yea.. you can cancel anytime, no problem." I was never informed in any manner that there would be "fees" associated with the cancellation. I read the contract, and could find no explanation of the "fees" anywhere.I paid:$415 repair cost, with "tip"$41.00 contract initiation fee $34.99 monthly $93.42 "cancellation fees"Attached is a breakdown of the "cancellation" fees. I do not see any justification for any fees. I do not mind the $25 cancellation fee, but the remainder is not acceptable. Even the $25 cancellation fee is a hidden cost, not explained to me, in the beginning.

  

  Business Response

  Date: 11/24/2023

  Hi ***, 
  
  Thank you for informing us of what happened and the experience that you had with us. We apologize for the less-satisfactory service and if this incident has also caused you inconvenience. Rest assured that we'll take measures to prevent this from happening again in the future, with the pursuit of improving our services as well. 
  
  Upon checking the details of your account and appointment with us, along with careful deliberation with the team, we regret to inform you that we cannot fulfill your request as we have to adhere to the terms and conditions provided by the membership plan. As you've given consent to move forward and add the membership subscription with the appointment, we are also sending payment links to customers so that they can reconsider if they would like to pay simply for the repair or with the membership and discounts added to it. Hence, you paid with the latter, and the discount benefits were immediately added to the repair appointment. Apart from that, the contract, which includes the terms and conditions of the membership, is sent to your email afterwards. 
  
  As stipulated in the terms and conditions of the membership plan, you may cancel your annual membership at any time prior to your 1-year anniversary date of purchase by emailing ************************ or by logging into your customer portal at consumer.****.com. You will retain any premium features or benefits through the end of the month in which you paid. In case of protection plan cancellation within 30 days of plan purchase, you will receive a 100% refund of the Plan Price, less the actual cost of any service, labor, payments, reimbursements, replacements, parts, coverages, and/or benefits received, including but not limited to the given Protection Plan Reward and waived security & support fee.
  
  For cancellations after 30 days of plan purchase and before the full 12-month term, you will receive a pro rata refund of the Plan Price, less the actual cost of any service, labor, payments, reimbursements, replacements, parts, coverages, and/or benefits received, including but not limited to the given Protection Plan Reward and waived security & support fee. and less a cancellation fee of twenty-five dollars ($25.00) or ten percent (10%) of the Plan Price, whichever is less.
  
  Thus, the incurred charges are valid. 
  
  Sincerely, 
  **** Support Team 

  Customer Answer

  Date: 11/25/2023

   
  Complaint: 20893716
  
  I am rejecting this response because:

  The repairman is also a sales agent.  **** utilizes a high-pressure sales technique on the part of the repairman.

  At no time was the contract made available to me.  It was on the repairman's computer... "Oh yea... you can cancel at any time... no problem"... "Just sign here".

  Is the "repairman" paid by **** fir any contract sales?  Why is that not disclosed?

  **** fails to address the conduct of the repairman to self-enter a "tip" on top of the massive repair costs because "I didn't make much on this repair".

  The facts behind the ability to cancel the contracts are hidden, and not explained by the "sales agent", ie, "repairman".  There is no opportunity to provide any "informed consent" to the terms of the termination fees of the Contract.

  At any rate, I am glad to be free of ****.  I will inform the public of the tactics utilized by ****, and will only use local repair persons, in the future.

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

  

  Business Response

  Date: 11/28/2023

  Hello ***,
  
  We are very sorry if the previous response to your complaint has not pleased you. We truly understand your concern and we wish to help you in feeling better regarding your experience with ****. However, checking your records, we are sad to inform you that we truly cannot honor you the requested resolution. This is because we see that the charges are valid.
  
  To elaborate:
  - The membership plan that was purchased upon the completion of the appointment was explained to you before having it added to the charges. We understand that in cases such as when the technician applies for the membership plan, there might be some misunderstandings and that some details were not elaborated. For this reason, we do not apply any cancellation fee for cancellations within 30 days from the date of purchase. Cancellation within this period also completely nullifies the membership plan benefits, including the discounts that was automatically applied to all appointments since the day of purchase, thus the chargebacks (membership fee minus the discounts). acquired).
  - Aside from having the terms and conditions of our membership plans available from the website, a copy was also sent to your email address for you to review after the purchase was completed. From here on, you had 30 days to cancel the plan and nullify the membership without paying for the cancellation fee. Furthermore, a confirmation of the monthly renewal is being emailed to your account before and after the renewal is done, thus you were given time to browse the terms and conditions that were initially forwarded to you to decide if you still wish to proceed with the plan.
  - Regarding the sales contract with the technicians, it is a company management strategy to provide incentives to technicians who are able to convince clients to purchase a membership plan by providing quality service to their customers. Also this compensates them for their much-appreciated contribution to the company. This fact is unnecessary to be disclosed to the public/customers as this is a managerial strategy of the company in compensating, motivating, and managing its employees.
  - For tipping the technician, we are very sorry if you felt pressured on this, however, you were given the chance to review the payment link's inclusion by processing it from your end. Thus, technically, you permitted the tip for the technician when you processed and agreed with the payment link that you have settled.
  
  Please refer to the link attached below for further concerns.
  ************************************************
  
  At your service,
  **** Support Team
  

  Customer Answer

  Date: 11/29/2023

   
  Complaint: 20893716
  
  I am rejecting this response because:

  The tactics utilized, as explained herein, by you, described a deceptive practice.  You state that the terms are on the website, and you apologize that your agent, the repairperson, did not explain them.

  You further said that the fact that the repairperson intimidated us into allowing him to self-tip was acceptable to you, because I had the "opportunity" to not submit it.

  You also did not address the fact that the serviceman required me yo pay him $175 cash for the repair part, which was not listed in the receipt or online billing.

  The tactics of your company are beyond bad... I will forward a complaint to the ************** **************************  

  You are victimizing disabled senior citizens. Our refrigerator was broke... your serviceman failed to show twice.  He only showed when I told him I wanted to cancel the call-ticket and hire a local repairman.

  I do not expect you to refund any money.  You have already investing more time responding here than a refund would have been.

  However, the ******** to be made aware of your agent's practices, which are apparently authorized by you.  Intimidation, adding costs to the bill by forcing a tip, requirement hidden costs to be paid by cash for the parts... all of those are not in the "best-practices" of a business.

  I am done... I reject your explanation, but I am finished here.

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