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:07/30/2025

  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 July 21, 2025, a technician from this company came to repair my freezer and stated that it would begin functioning properly within 48 hours. However, the issue was not resolvedthe freezer still does not get cold.Since the service visit, I have made multiple attempts to contact the business to address the problem, but I have received no response. As a result of this ongoing lack of communication and failure to provide a working solution, I have contacted my bank to dispute the charges. I am also prepared to pursue this matter further if necessary.I am filing this complaint in the hope of reaching a fair and timely resolution. I am requesting one of the following:1.A prompt and complete repair of my freezer at no additional cost, or 2.A full refund for the service that failed to resolve the issue.I would prefer to resolve this matter directly and amicably but am prepared to take further steps if needed.

  

  Business Response

  Date: 07/31/2025

  Hi *****/*******,
  
  We've received your complaint and request regarding the ******************** that was initially rendered.
  
  Unfortunately, we'll not be honoring your request which are "Repair at no additional Cost" and "Full Refund", at the same time. Since we offer a 90 day guarantee on our parts, repair, and installation, we can proceed in sending a different Technician out for reinspection at no cost for us to confirm why the recent repair did not work.
  
  Link provided below to schedule a Guarantee Visit for Reinspection at no cost on the email sent to *********************************.
  
  
  Thank you!

  Customer Answer

  Date: 07/31/2025

   
  Complaint: 23672357
  
  I am rejecting this response because:
  Im not closing out this case or further action until someone comes out to finish the repair. Per your email sent today which  a suggested service date of Aug 2nd. I have not received a confirmation as promised in your email that a tech has been assigned. The freezer was not fixed from the original repair and we were told they would be back in 48 hours if it did not get cold. 90 day guarantee please explain. 
  
  Sincerely,
  
  ******* *********

  

  Business Response

  Date: 08/05/2025

  Hi, *****/*******. 

  We are very sorry for the inconvenience that this has caused you. 

  We have checked your account with us, and we saw that a new technician has already gone out to inspect the unit. The team is currently following up with him regarding his findings so that we can get back to you to have this matter rectified. 

  Sincerely, 

  *****

  **** Support Team

   

   

• Initial Complaint

  Date:07/30/2025

  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.

  I had two pictures hung in my family room. The service was supposed to be $181.90. The Tech did the job and sent me a link on my cell phone to pay him, he checked off what he did and charged me $213.52. When he left i got an email with the breakdown, they charged me for a contract that i don't want or need. So I sent them an email telling them this. Last night night i got an email with an additional charge of $9.58. Thhis was for cancelling the contract and the difference in charges for work done on cantract and work done off contract. I am willing to pay the orriginal $181.90 ut nothing else

  

  Business Response

  Date: 07/31/2025

  Greetings!
  
  We reviewed how the membership was purchased, and you may have mistakenly chosen the discounted rate on the payment link. The payment link sent to your device offers two options: regular pricing and discounted pricing with the membership. The system also automatically sends the invoices for the purchases to be able to correct accidental purchases timely. You may be able to find them in your spam folder if it is not in your inbox. 
  
  We went ahead and canceled it manually. You will be receiving details on the cancellation in a separate email to ***************************. 
  
  You were charged $9.58 for a chargeback as per contract terms. The cost of the membership paid amounts to $34.99; you received discounts/waivers from the membership amounting to $43.94.
  
  The difference is $8.95, after would be $9.58, which was charged back. 

  Feel free to respond to the email initially sent to you. Thank you!

• Initial Complaint

  Date:07/28/2025

  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.

  I booked an appointment with **** on July 27, 2025. This is our first time using ****. I called them out to fix our 1 year old ******* refrigerator that wasn't cooling. The technician did not perform ANY diagnostics via the interior control panel or the computer app that links to the appliance. He merely removed the back panel & stated that the compressor had been worked on before (it had not), that either the compressor and/or evaporator were bad & that we had a freon leak. He said "repairs were very expensive with his company" & "either way, no repair today," collected the service fee ($96!) & left! A different company came out today & there was no problem with the condenser or evaporator, nor was there a freon leak. The problem was a broken fan motor, which the new company will replace tomorrow. I attempted to contact **** to discuss the problem with their technician, but was unable to reach anyone due to their computerized AI call system "looping" back to the main menu rather than connecting to a live representative.

  

  Business Response

  Date: 07/30/2025

  Hi, *******.

  Thank you for sharing your experience, and were truly sorry for the frustration and inconvenience this situation has caused.
  
  Could you please share the inspection report from the other technician who inspected your unit? You may send it to **************** so our team can carefully assess the findings and determine whether a misdiagnosis may have occurred during your original appointment.
  
  We appreciate your patience and the opportunity to make things right.

   

  Sincerely,
  Mariel
  **** SMM Team
  **************
  
  

• Initial Complaint

  Date:07/28/2025

  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.

  6/29 Hired **** to fix my freezer that was leaking.7/4: ****** ************ replaced the gasket within less than 30 minutes. Paid $318.06 (not including initial fee for him to come prior to this appointment). ******* still leaking a few days later. Went through the **** warranty 7/10: ****** returned, took apart the freezer inside and in the back of the fridge. Reported the drain was clogged and there was ice in the inside back wall of the freezer. He instructed to defrost the entire refrigerator for 24 hours. 7/11: Turned breaker back on (fridge).7/13- The fridge (not the freezer) was not getting cold. ******* was working fine with no leaking. Fridge part was never an issue prior to the technician working on it on 7/10.7/17: New technician ***** came and looked over the refrigerator. He reported that the gasket was not put on properly not aligned well by the previous technician and adjusted it by breaking it in with vaseline. When he was checking the freezer, he pointed that the fan was not running and then within a few minutes (freezer door was open for at least 30 minutes now) the fan randomly turned on. The fridge started getting colder. 7/18- **** called me to ask how everything went. I explained what happened yesterday and the language barrier with the tech made it difficult. I explained that I was going away for a little over a week and would not be able to report back until afterward.7/22 & 24- A friend of mine checked the fridge and reported the fridge was no longer cold. The freezer was fine and not leaking.7/28- The fridge was not cold. The freezer is still fine with no leaking. I want a refund of $318.06 from ****. I am not going to continue to work with a company responsible for breaking my fridge and that did not effectively rectify the situation. Timeline doc includes emails, invoice, and phone call timeline. I have grocery invoices prior to 7/10 proving the fridge was fine prior to all of this and can provide it if needed.

  

  Business Response

  Date: 07/30/2025

  Hi, Niocole.

  We truly apologize for the inconvenience and frustration you've experiencedits never the kind of service we intend to provide.
  
  Please know that weve escalated your concern to the team for a thorough review. This includes assessing the service timeline and the technician's reports. We will follow up with you via email regarding this matter.
  
  Thank you for your patience while we work to make this right.

  Customer Answer

  Date: 07/30/2025

   
  Complaint: 23666018
  
  I am rejecting this response because: As I appreciate the efforts of escalating the issue and reviewing my case, however, I would like to remain having communication with the Better Business Bureau involved instead of communicating via email. My position of requesting a refund is not going to change. Based on the timeline of events, I believe that the second visit with the first ********** who took apart the refrigeration system created an issue that was never a problem prior to him interacting with the fridge. To further support my point, I have attached a photo of the bottom floor of my freezer that now has a blemish from when he was doing the work and is evidence of his carelessness. I did not bring this to anyone's attention initially as it technically does not interfere with the freezer working. However, due to now having a problem with the fridge section of my refrigerator, again that was never an issue prior to all of this, it is now relevant for me to provide this information as evidence of carelessness. I look forward to hearing your response through this complaint on the Better Business Bureau.

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

  

  Business Response

  Date: 08/05/2025

  Hi, ******. 
  
  We apologize once again for any inconvenience or negative experience you may have had. Our team always strives to provide the best service possible, and we regret that we fell short in meeting your expectations. 
  
  After further evaluation of the team regarding the service issue, it was confirmed that the initial repair performed was indeed necessary, as also deemed by the second *********** As you know, appliances have interconnected mechanics; repairing one component can reveal problems in other parts as well. This may be because newer parts are causing strain on older parts, or it may uncover hidden damage that was not present until disassembly. Additionally, both technicians who went to the location provided the same recommendation regarding the additional repairs needed. 

  Sincerely, 

  *****

  **** Support Team

   

   

  Customer Answer

  Date: 08/05/2025

   
  Complaint: 23666018
  
  Thank you for your follow up. I appreciate your response, but I must respectfully disagree with several points you outlined.
  
  During the first ************ visit, he replaced components as part of his initial diagnosis of the freezer issue. However, after the freezer continued leaking, he returned for a second visit and disassembled the freezer. At that time, he informed me the issue was due to a clogged drain, which he was able to clear. He explicitly stated that if the leaking continued, it might indicate a gas issue and suggested that a replacement fridge could be necessary. At no point did he mention any concerns about the fan or circulation system, which, as I noted from the start, was not a problem prior to these visits.
  
  I am open to adjusting the amount Im requesting and removing the cost of the gasket. However, the manual labor performed during the second visit appears to have directly impacted the refrigerators cooling function. Following that visit, the fridge section stopped working properly, an issue that did not exist before.
  
  The second ********** was the only one to raise the possibility of needing future part replacements, including the fan. He also pointed out that the gasket had not been properly installed by the first **********. This further supports my concern regarding the quality of work performed during the initial visit. In addition, I submitted an image with my BBB complaint showing visible damage left inside the freezer, again another indication of carelessness on the part of the first **********.
  
  I am requesting compensation because there is clear evidence that the first **********s work negatively impacted the refrigerators functionality. The damage and new issue with the fridge only occurred following his service, and I do not believe it to be a coincidence.
  
  Additionally, I find it inconsistent that both **********s who went to the location provided the same recommendation regarding the additional repairs needed, especially considering my original service request was solely regarding the freezer leak. If the first **********s report includes recommendations about the circulation system or the fridge section, it would seem that his notes do not accurately reflect the situation as it occurred.
  
  I understand your point regarding newer parts potentially placing strain on older ones or revealing hidden issues after disassembly. However, neither ********** communicated this to me at any time. If hidden damage was discovered during disassembly, I should have been informed. Since I was not, I reasonably concluded that no such damage existed prior. Also, the second ********** did not report to me about any sort of potential strain that the refrigerator was experiencing.
  
  Given the circumstances and the lack of clear communication, I believe your internal records may not fully reflect what transpired. Unfortunately, this experience has led me to lose confidence in the service provided. I do not intend to use or recommend your company in the future, especially after reviewing other customer complaints on the ******************** which mirror similar issues with ********** performance.
  
  Again, I am seeking compensation for the damage and inconvenience caused. However, based on your response, I am concerned that this request may be dismissed. I will await your reply and will update my complaint with the BBB accordingly.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:07/23/2025

  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.

  I had a **** technician come to my house to fix my dryer as it was not heating. The technician replaced a connector but the dryer failed after one load. He came back to the house and this time he spliced two wires together. The dryer quit working after one load again. I asked him why he didnt just replace the entire wire, he said its too expensive. I again contacted the company (which you can only email) and told the dryer is not working again. This was on Sunday and she said she would get back to menothing yet. I have a disabled person in my house and the dryer is critical. I have asked for a refund, nothing on that either.

  

  Business Response

  Date: 07/23/2025

  Hi, *******. 

  We apologize 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. 
  

  At our core, we are committed to providing value without compromising the quality of our service, as we endeavor to ensure successful repairs. We fully understand your concerns and the perspective you are coming from to address this issue. We apologize for any inconvenience caused and have reported the technician to our engagement team. Additionally, an incident report has been filed regarding what occurred, and it has been forwarded so they can take the appropriate disciplinary action.
  

  Upon checking your account with us we saw that it was already approved for a new technician and an appointment has been set for a re-inspection at no cost for tomorrow between 5 to 7 PM. Once the diagnostics has been done, the team will be reaching out to the new technician to follow up with his finings and for us to know the next step that we can provide regarding your concerns. 

   

  Sincerely, 

  Danna 

  **** Support Team

• Initial Complaint

  Date:07/22/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 19 July 25 ***** ******** was dispatched to my home on behalf of Puls Technologies to troubleshoot and repair a Frigidaire refrigerator ice dispenser. He arrived late with no prior communication, but arrived nonetheless, and went to work. He removed the control panel, performed no repair, and reinstalled the original part. He tested the appliance, claimed it worked, and asked me for a signature. Unbeknownst to me, the credit card I provided was charged $292.90 (invoice attached), but I was quoted $89.00 up front (quote attached). He also completed a satisfaction rating on my behalf without my knowledge, and left. A few minutes after his departure, I discovered that the issue was still present. He returned, presumably under warranty, on the evening of 21 July 25, and performed additional diagnostics (diagnostics using ******* on his phone). He determined at that point that the auger motor needed to be replaced, and attempted to quote me an additional $250 for the repair. When I mentioned that the repair should be covered under warranty, he became argumentative. I then asked for proof that he was authorized by Frigidaire to work on their equipment, but he refused. He further refused to provide access to his supervisor, or customer service department. At that point I asked him to leave. He argued against leaving, so I insisted and followed him outside. When I saw his personal vehicle in my driveway, I immediately noticed an Ontario license plate and asked if he was legally allowed to work in *****************. At that point, he jumped into his vehicle and sped off, chirping his tires on the way up our street. Additionally, he dropped a drill on our wood floor during his first visit, leaving behind a noticeable dent in the floor. I wholeheartedly believe this :"technician" is working in the country illegally, and not only did he trick me into authorizing a charge, he deliberately misrepresented a quoted price.

  

  Business Response

  Date: 07/23/2025

  Hi, ******. 

  We apologize 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. 
  
  At our core, we are committed to providing value without compromising the quality of our service, as we endeavor to ensure successful repairs. We fully understand your concerns and the perspective you are coming from to address this issue. We apologize for any inconvenience caused and have reported the technician to our engagement team, as he has also violated the terms of being part of the platform. Additionally, an incident report has been filed regarding what occurred, and it has been forwarded so they can take the appropriate disciplinary action.
  
  Sadly, we will not be able to proceed with the refund since the technician confirmed that the auger motor needs a replacement. The technician understood that you already paid for the labor in which he will only collect the payment for the part amounting to $122 before taxes. 
  
  Please let us know how would you like to proceed. 
  
  Sincerely, 
  *****
  **** Support Team
  
  

  Customer Answer

  Date: 07/24/2025

   
  Complaint: 23635738
  
  I am rejecting this response because:

  There has been no effort made to prove that the technician is legally authorized to work in the *************, and it is therefore my position that the money he collected was collected illegally. Furthermore, he could not show proof that he is factory certified through ********** to diagnose or repair their appliances. He showed me a part that he believes would correct the symptom, but had no diagnostic evidence of his findings to confirm the root cause analysis. Please also note that on the invoice for which I am seeking reimbursement the technician concluded that the issue had been resolved, and alleged that the root cause was a dirty control board. I am a licensed master electrician, and factory certified master generator technician who is extremely well-versed in control wiring for both AC & DC circuits, as well as electrical motors. Also, I am currently in an administrative position as the head of a generator dealership, and understand extremely well the requirements of factory certification when you are working on brand-specific equipment, particularly where warranty coverage may be of concern. When I questioned the technician about his qualifications during the most recent visit, he assumed a condescending tone and asked if I called Frigidaire, or called ****. If he were qualified, he would understand that his question is irrelevant. To put it in perspective, if you have an issue with a vehicle, you don't call the manufacturer, you call a factory authorized service dealer. That is exactly what I was led to believe I had done when I booked the initial visit. I used the ****** search engine to search for "Frigidaire Appliance Repair near me" and **** was at the top of the list. Considering conventional SEO & digital marketing practices, it is my position that your marketing staff is misrepresenting your company's capabilities, and for that reason alone, I feel that I am entitled to a full refund. Otherwise, what evidence can you provide to prove that the technician did not damage my auger motor during his initial visit?

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

  

  Business Response

  Date: 07/25/2025

  Hi ******,
  
  Your concern has been evaluated and we can now move forward in processing the refund amounting to $292.90.
  
  The stated amount will be refunded to your **** card ending in 7190. This has been forwarded to Finance for processing.
  
  Thank you for your time and understanding.
  
  
  **** Customer Support

  Customer Answer

  Date: 07/26/2025

  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:07/21/2025

  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.

  Consumers need to check reviews as this company is unethical. Case and point: Our dryer wasn't heating. Booked online appt. with **** to check it out. Agreed to $89 bill to assess the situation. We did not approve to be charged $292.90 and was told that sometimes estimates are increased. I don't agree to any work unless the estimate is in writing. Reached out to **** on numerous occasions to correct the billing as the triple charged amount was not agreed upon prior to any repairs. Their final up charged bill indicates NO Parts Repair and there was not no documentation of anything repaired. This is clearly a BAIT and SWITCH bill for $292.90. Requested information on repairs in which no documentation was supplied as no repairs were done. Requested my bill be adjusted and the response was that they would take 10% off. However, the agreement was $89. My bill needs to be adjusted. Checked Reddit and other consumer complaints and found hundreds of issues with this company. **** is hurting consumers and is running Deceptive Consumer Practices ************ I wish to report potential violations of consumer protection and financial regulation standards.Despite representing itself as a reliable service provider, **** has:Imposed unauthorized charges beyond agreed terms Refused to honor quoted estimates even after documented proof Enforced cancellation fees for memberships without transparent disclosure Embedded unfair terms into its consumer agreements These tactics closely mirror financial misrepresentation

  

  Business Response

  Date: 07/23/2025

  Hi, ****. 
  
  We understand your sentiment; however, **** also has our policies in which our technicians are not proceeding with the repairs without any approval from the customers or by the adults present during the service. The reason why we are unable to change the cost of the service is that you are not present at the location, and our technicians are fully aware that even the customer is not present at the location however there is an adult who can make decisions for the customer is at the location at the moment whom allowed them to proceed or gave them permission with the service they can proceed with repairs needed as the one presents represents the customer itself. 
  
  What we are trying to explain is given you didn't agree with the repairs, your brother-in-law, in whom the technician and the team have been trying to explain multiple times, allowed the technician to proceed, given that he confirmed that he will be the one to relay it to you. With that being said, permission has been granted by the technician to continue with the service. 
  
  Sincerely, 
  *****
  **** Support Team

• Initial Complaint

  Date:07/21/2025

  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.

  I called **** because I had a problem with my oven. The assigned me a technician and he told he he will arrive at the apartment between 10 and 12 in the morning. He never showed up so I called him and he said he will arrive between 12 and 2:00 pm. He never showed up. Finally he went and he said he had to replace the ignitor, he did and left. I paid him 320 dollars. 2 or 3 days after I called him because the oven was not really fixed. He came back and said that the problem was the panel and not the ignitor. He said he was going to order the part and come back which he never did. I called him several times and he never answer. He was not answer from June 6 to July 9th. I had to call the company to complain. They sent me another technician who replace the panel. Now they are charging me 249 dollars besides the 320 I paid before. I told them I should not be paying the 320 because it was not my fault that they replace the wrong part. Please help me. This is not fair. Besides it took them 5 weeks to repair my oven. They caused me a lot of problems.

  

  Business Response

  Date: 07/21/2025

  Hi *******,

  Apologies for any inconvenience caused. Your concern is being reviewed by the ******************** and unfortunately, we are unable to honor your refund request as settlement since Technician Farid was able to render the Control Board Replacement. You will be notified via email on any updates regarding the repair review.

  We will continue to communicate with you via email for any updates.

  Thank you!

• Initial Complaint

  Date:07/17/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Called **** for a repair of ice maker for refrigerator on 6/14. ***** ***** showed .up on 6/14. Gave check for filter of $50, Also have charges on 6/14 ****** and ****** a 6/ 17 25.. and 6/24 ******. Note ice maker still not working as of 6/25 Called the company again. Requested someone come out and repair this or remove the ice maker that is not working. Employee has been here 6/14/6/16/6/17/6/20 and 6/24.

  

  Business Response

  Date: 07/18/2025

  Hi ******,
  
  Thank you for reaching out with ****. We sincerely apologize for the scheduling complications and the inconveniences we may have caused. As much as we wanted to send a technician as immediately as possible, it really depends on the availability of our techs in your area and if they have the correct parts/tools to support the service requested.
  
  We are working on getting a different Technician assigned for your new requested time for tomorrow and you will be notified as soon as we have an update.
  
  Thank you so much for your understanding. You can also reach out to our Support Team ************** for assistance.
  

  
  **** Customer Support

  Customer Answer

  Date: 07/22/2025

   
  Complaint: 23518531
  
  I am rejecting this response because: Please see attachement 
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 07/23/2025

  Hi, ******. 

  We truly sorry for the inconvenience that this has caused you. We just wanted to clarify what happened because the only payment that we received is for the water inlet valve and for the ice maker replacement and not for the water filter. Additionally, we are sorry for the confusion as the $89 that was sent for the service is just for the technician's payout and it is not for your to pay for the diagnostics fee. 

  Upon checking your account a service request has been set for tomorrow for a new technician to check what happened on the recent repairs provided. Our broadcasting team is currently working on assigning a technician to do the re-inspection. Once a technician is assigned a notification will be sent via email and SMS. 

   

  Sincerely, 
  *****

  **** Support Team

  Customer Answer

  Date: 07/24/2025

   
  Complaint: 23518531
  
  I am rejecting this response because: Received your email regarding the disputed $89 service fee.  I will be available for another tech to come in and check refrigerator.  the email you sent has jamed my computer had to log out to rid the error message.  On June 14 charge of $129.04; June 17 charge $25 and a check made out to ***** ***** for $50; June 17 charge 174.78;June 24 120.63.
  
  I have received no information about a tech for tomorrow July 25 have one for July 26.  July 25 I have an x-ray scheduled for 7 am so will be home by 745 am will be ready for tech the rest of the day and will be ready for tech on July 26 all day also. Would like aproximate time for arrival.
  
  Message me at ************ or use above email **********************************
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 07/25/2025

  Hi ******,
  
  We sincerely apologize for the scheduling complications and the inconveniences we may have caused. As much as we wanted to send a technician as immediately as possible, it really depends on the availability of our techs in your area and if they have the correct parts/tools to support the service requested.
  
  We are working on your new requested time for tomorrow and you will be notified as soon as we have an update.
  
  Thank you so much for your understanding. You can also reach out to our Support Team ************** for assistance.
  
  
  **** Customer Support

  Customer Answer

  Date: 08/11/2025

  Please see attachment 

  

  Business Response

  Date: 08/11/2025

  Hi ******,

  Thank you for your initial repair request and for sharing your experience with our Support Team. Please accept our sincerest apologies for the inconveniences we have caused, we would never intend to mislead our customers and leave them with a non-working appliance.
  
  This has been re-evaluated and discussed with Technician *****. We have been approved to send out a different Technician for reinspection at no cost for us to get another opinion. Tech ***** notified the Team that he's unable to confirm the exact issue due to previous repairs. We sincerely apologize any inconvenience. For us to start looking for a different Technician, may we have you multiple availability?
  
  Kindly respond to the email sent. Thank you!

   

  Customer Answer

  Date: 08/11/2025

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

  I responded that my availability was as follows:August *****, 18, 19 in the mornings  along with 25.  Sept 4 in the afternoon week of September 8,99,and ************************************************************************************************* taking my neighbor to pt.

• Initial Complaint

  Date:07/16/2025

  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 receiving no response to my request for a refund of the $89 service charge after several emails, I called customer service today and was told that my request had been "declined." I asked for an explanation for the decision based on information that I have already provided. Specifically:1. Improper Inspection/Diagnosis. The ONLY thing that the technician did was to take a temperature reading. He then said that the evaporative fan motor AND the control board needed to be replaced and that these were common problems. I learned later that my refrigerator has a diagnostic function to quickly and accurately identify problems but the tech did not use it. 2. The tech filed a false appointment summary stating that he "thoroughly" inspected the refrigerator and he "checked unit found faulty board and fan motor assembly" which are outright lies. 3. The tech enrolled me in a membership plan that I specifically did NOT authorize. I told him that I would not sign up for the plan until I discussed it with my husband and read the contract. He said I had to pay for the service charge and a deposit for the parts that day and asked for my credit card. I later received an invoice and learned that he signed me up for the membership and charged my credit card for it without my authorization. 4. The tech falsified the customer signature block on the quote. I later received the quote that states "Please have the customer review the following quote and sign in the signature box below." The tech did not show me the quote (which also includes the membership fee) or ask me to sign. The signature on the form is NOT mine. 5. The response to my Yelp review states that the tech's "behavior has been formally reported . . . for Disciplinary action" which is an admission that the tech acted improperly and/or illegally. I am getting the "run-around" and I am sick of it. Why isn't the above sufficient to refund the service charge?

  

  Business Response

  Date: 07/17/2025

  Hi ******,
  
  Apologies for the delay! Your request has been forwarded to re-evaluation and we have been given the approval to proceed in refunding the $89 as well. The stated amount will be refunded to your **** Card ending in 4563.
  
  Kindly let us know if you have any further concerns. You can respond to the email sent to you.

   

  Thank you!