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:10/02/2023

  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 contacted this company to repair a refrigerator that would not cool. A man came and inspected the refrigerator. He told me what the problem was. I tried to ask questions about repairs and scheduling, and he didnt give me any clear information. He told me approximately what it would cost and how long, but then nothing was ever finalized, further communicated, or scheduled. It was a very confusing interaction. I called the company after he left to find out more and made it clear to the man on the phone that I want to proceed with a repair but I want to know what it will cost and approve that first. I was told I needed to pay the inspection invoice in order to move forward and get this information. Once I paid the invoice, there was a message that said a firm price was presented and I declined to proceed with a repair. This is completely untrue. I was charged an inspection fee, which should have been applied to any repairs made. From my phone call, I was told there would be follow-up. There hasnt been. I also emailed them expressing my concerns. This was such an unusual service visit, and the company feels suspicious and untrustworthy.

  

  Business Response

  Date: 10/04/2023

  Hi, ***************** 
  
  Thank you for bringing your concern to our attention and we would like to apologize, firstly, for the confusion and inconvenience. We understand your skepticism towards the service as we could have informed you about how the process works more clearly. 
  
  In this regard, we would like to provide you with further details. We send technicians for the service call appointment to inspect the issue with the unit and check what's causing the problem and the technician will provide his repair recommendation and the estimate of the repair. The $89 service call fee is for the inspection fee and this will be deducted if you wish to proceed with the repair; otherwise, you will just need to pay for the $89 service call fee which may be subjected to tax. 
  
  We have reached out to the technician to provide a detailed quote for the repair, which is as follows: 
  Fan Motor Replacement - $200
  fan motor (Part)              - $130
  less SCF                          - (-$89)
  Security and Support      -$14.90
  Tax                                  - $9.93
  =========================
                           Total     - $265.83
  
  We have sent you an email as well regarding this matter. Please let us know if you wish to move forward with the repair.

   

  Sincerely,

  **** Support Team 

• Initial Complaint

  Date:09/29/2023

  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.

  Hello i have job number ******* I'm tecnitian with **** **** company.**** company sent me repair job i have been customers same say and fix issue and write invoice customer about job.then **** company deduct my money when i ask company why ?they say "A refund was processed for the customer since the new tech found that the same parts and additional parts needed to be replaced. The team was not able to send you back since the customer requested a new technician. The initial repair did not last for a week. The customer was provided a full refund however, the total deduction that was processed on your end was 75%.For appointment ******* you were paid $51.46 and for appointment ******* you were paid $475.39. Your total earnings for this customer was $702.47 and 75% of that was $526.85"In that situation they sold be make recall and i can be solve issue but they didnt.and pulse refund customer money back but i used parts for fix issue.they dont cover my part price and labor price please help me pulse shold be refund my money back.

  

  Business Response

  Date: 09/30/2023

  Hi Nail, 
  
  Thank you for letting us know about your situation. 
  
  Apart from aiming to provide and deliver a quality service to the customers, we also assure that technicians are also in a good condition and assure that the terms are clear between the company and the service providers.
  
  In this regard, the team has thoroughly reviewed the situation, and we have taken immediate steps to rectify the situation. We are pleased to inform you that the refund process has already been initiated, and the deducted amount will be fully reimbursed to you promptly.
  
  We understand the importance of timely and accurate compensation for your hard work and dedication.
  
  For further concerns or question, please send us an email at *******************. 

  **** SUPPORT TEAM

  Customer Answer

  Date: 10/02/2023

  Hello i didn't get any money back yet 

  

  Business Response

  Date: 10/03/2023

   

  Hello Nail,
  
  
  Thank you for reaching back and we sincerely apologize for the confusion. 

  After re-evaluation with the team, we are unable to honor a refund/reimbursement for the deduction that has occurred due to the nature of the issue as it was stated in the terms and conditions, and thus has been agreed during the onboarding process that these terms are clear and agreed with:

  IX. Customer Warranty Claims - Section 3
  In the event a Customer makes a warranty claim, and the warranty claim is determined by Company to be an at fault claim, the Request will be considered incomplete and a ******* Fee not earned. An at fault claim results in the following

  - ** able, ******* Provider can choose to return to the Customer and complete the Request in order to avoid the payments described in (b) and (c) below;
  - ** ******* Provider is unwilling, unavailable or unable to return to the Customer to complete the ******** the ******* Provider agrees to pay Company up to 75% of the ******* Fee for each at fault warranty claim and ******* Provider authorizes such charges to be deducted from ******* **************** Fees;
  - ** the Customer requests that the ******* Provider not return to complete the ******** and therefore the ******* Provider is unable to complete the ******** ******* Provider agrees to pay Company up to 75% of the ******* Fee for each at fault warranty claim and ******* Provider authorizes such charges to deducted from ********************************************* ******* Fees - Section 8 
  Refunds: In the event it is necessary for Company to refund ******* Fees to a Customer as a result of the *******s performed by ******* Provider, the amount paid to ******* Provider by Company for the Request that was refunded will be due and payable to the Company by ******* Provider within seven (7) calendar days of the date Company provides notice to ******* Provider of the refund. Company may offset any refunds required to be paid to Customers against any amounts, including ******* Fees owed to ******* Provider.
  

  
  Please know that our terms and conditions are in place to maintain the standards of service and ensure a fair and consistent experience for all our customers. As such, in accordance with the terms and conditions, we are left with no choice but to implement the actions and repercussions stipulated therein.

   

  Best regards, 
  **** Support Team
  

   

  Customer Answer

  Date: 10/04/2023

   
  Complaint: 20673143
  
  I am rejecting this response because:

  1)i fixed 2 appliances like on invoice.(picture copy added attachment )

  2) i used brand new expensive part .Before deduct you **** company need make reappointment  i can solve issue or i can get back my part.Pulse compny send customer another tecnitian why.job is mine i shold be solve issue or i can get back my parts.in that situation i can fix 2 problme i charge customer for 2 appliances.i lost my part , money ,and time 
  
  Sincerely,
  
  *************

  

  Business Response

  Date: 10/06/2023

   

  Hello Nail, 
  
  
  Our tech terms and conditions (***************************) state the following which was signed when filling out the onboarding packet:
  
  IX. Customer Warranty Claims - Section 3

  In the event a Customer makes a warranty claim, and the warranty claim is determined by Company to be an at fault claim, the Request will be considered incomplete and a ******* Fee not earned. An at fault claim results in the following:

  
  - ** able, ******* Provider can choose to return to the Customer and complete the Request in order to avoid the payments described in (b) and (c) below;
  - ** ******* Provider is unwilling, unavailable or unable to return to the Customer to complete the ******** the ******* Provider agrees to pay Company up to 75% of the ******* Fee for each at fault warranty claim and ******* Provider authorizes such charges to be deducted from ******* **************** Fees;
  - ** the Customer requests that the ******* Provider not return to complete the ******** and therefore the ******* Provider is unable to complete the ******** ******* Provider agrees to pay Company up to 75% of the ******* Fee for each at fault warranty claim and ******* Provider authorizes such charges to deducted from ********************************************** ******* Fees - Section 8
  Refunds: In the event it is necessary for Company to refund ******* Fees to a Customer as a result of the *******s performed by ******* Provider, the amount paid to ******* Provider by Company for the Request that was refunded will be due and payable to the Company by ******* Provider within seven (7) calendar days of the date Company provides notice to ******* Provider of the refund. Company may offset any refunds required to be paid to Customers against any amounts, including ******* Fees owed to ******* Provider.
  
  
  The appointment initially took place on 07/18/2023 as the customer was experiencing, Clicking and tapping noise during wash cycle and some food particles remaining after wash. You had deemed that "water is not circulated well, needing to replace the circulation pump motor." 
  
  You then returned for the follow up on job ******* that took place on 07/22/2023. On this, you charged both the Sump Pump Repair, Sensor/Switch Replacement and parts related to the circulation pump and position motor.
  
  On 08/1/2023, 10 days after the repair, the customer created a guarantee request stating We were charged and original issue not only exists but since technician touched its even noisier. We purchased this unit originally due to its lack of noise when operating. Do not send the same technician. His last suggestion was to just replace all parts..thats incompetence. During this time we pushed the customer to try having this solved by you, but the customer was unwilling as they stated you had returned twice and made the problem worse.
  
  A new tech was sent on 08/10/2023 deeming that the drain pump and pump motor needed to be replaced as it was correlated to the initial repair. He also stated that the replaced motor had not been working properly and along with the noise that was occurring on their original issue.
  
  The customer later requested a refund, which was approved for the full cost of the repair as the repair did not solve this issue. A 75% deduction was then created for both appointments ******* and ******* due to the refund for not solving the issue and guarantees at fault claim.
  
  
  Thank you!
  **** Support Team 
  
  

  Customer Answer

  Date: 10/09/2023

   
  Complaint: 20673143
  
  I am rejecting this response because:
  i used brand new orginal parts i need to you cover my part price or return my part back to me 

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

  

  Business Response

  Date: 10/12/2023

  Hi Nail,

  
  We kindly reiterate that the part you have replaced, specifically the one for garbage disposal, has not been indicated on the appointment charges and thus not added to the payment collected from the customer. Furthermore, we would like to emphasize that since the appointment was approved for a full refund, due to the misdiagnosis of the unit, you were able to keep 25% of the ***** appointment's cost, while the remaining 75% was refunded back to the customer. Again, please be advised that this does not include the parts ordered other than "circulation pump ,position motor" for reasons that they were not added to the appointment's charges.
  
  Note that the rulings applied to your case have been directly based on the terms and conditions you agreed upon the completion of your application with ****. 
  
  -**** Support Team
  

  
  

• Initial Complaint

  Date:09/24/2023

  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.

  We called the company to come out and service the detergent door on our whirlpool dishwasher. We waited three days for the part to come in. The technician came back out and install the door and didnt test it he sat on the floor speaking Russian or ********* on a private phone call or personal phone call and didnt test the dishwasher. We ran a cycle and the dishwasher leaked all over the floor. We called them the next day after putting a service call in requesting them come out and fix it. They have done nothing today but give us a run around because we didnt pay them when they completed the service call due to the fact that my dishwasher is now leaking it has a problem that it did not have before their technician came out the only thing we were asking was they fix this before we pay the second half of the bill which is reasonable.

  

  Business Response

  Date: 09/26/2023

  Hello ******,

  We received your BBB complaint regarding a failed dishwasher repair appointment.

  To help you in rectifying your case, we tried looking for the appointment you pointed out in our records. However, despite looking for records associated with either of your phone number, email address, or name, we could not locate any existing records. We also tried calling you to confirm your complaint, but was only directed to voicemail. We have also reached out to you via your email address, to which you may reply to confirm your complaint.

  At your service,
  **** Support Team

  Customer Answer

  Date: 09/26/2023

   
  Complaint: 20649137
  
  I am rejecting this response because: the complaint was made BY ME. The service was at my home made BY *****************************. His phone number is **********. Our address is ****************************************************************************.
  

  You ruined our dishwasher and we are now taking legal action with the ******* ************************ in hope that you lose your ******* business license. We have to purchase a new dishwasher because your service man **** (********* who was on the phone the whole time having a personal conversation while taking my dishwasher apart) ruined it  

  ***************************

  

  Business Response

  Date: 09/29/2023

  Hello, ************* 
  
  We sincerely apologize for what happened and for not being able to provide you with the service that you were expecting from us. We never intend to cause any inconvenience nor worsen any problem that you have so we hope to get this resolved as well. 
  
  After looking into what happened with the team, what we can do is to send another technician to rediagnose the unit and issue, and to check as well if the repair done by the initial technician was necessary. 
  
  An email will be sent to this email address: ************************* as well to coordinate with your availability should you proceed with this. 
  
  Thank you so much. 

   

  Best Regards,

  **** SUPPORT TEAM 

• Initial Complaint

  Date:09/22/2023

  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.

  I had a technician from **** to come over for refrigerator repair. After completing his work I paid him by using a credit card. He asked me to sign on his smart phone which I thought I was accepting completion of the service. However, now I find that I have accepted a membership and paying $12.90 per month for it. I had absolutely no idea that what I was signing was not just completion of the service but included membership. The technician never mentioned anything about membership. They have been charging since April but I did not notice it till now. I think they tricked me in getting me their membership.

  

  Business Response

  Date: 09/26/2023

  Hello ******,

  We are very sorry for the confusion regarding your membership plan. We understand your concern, and thus, your case had been escalated to the management team. And after a series of investigation and thorough deliberation, the team has decided to honor you a refund for your membership payments from May to August. The reason why your payment for ***** will not be included in the refund is because on the day of the appointment when you purchased the membership, a discount has already been applied, which is of the same amount with your monthly payment.

  To proceed with the refund, please check your email to which we will be sending confirmation.

  At your service,

  **** Support Team

   

  Customer Answer

  Date: 09/26/2023

  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:09/11/2023

  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 had repairman come fix and they replace a part on Jun 11 for my dryer. On Sep 9 the dryer stopped working again with exact same issue. Given it was still 90 days and Sep 9 being a Saturday. I tried calling on 9th but couldnt get through. So I called again **** on Sep 11 Monday . **** refused to honor 90 day guarantee on service for 1 day. After spending close to 300$ on a part that is faulty I am left with a dryer that is not working and **** refusing to servixe . **** has the nerve to tell me they can open a new service. Sorry never using ur service again not recommending to anyone

  

  Business Response

  Date: 09/12/2023

  Hi *****,
  
  Thank you so much for reaching out in regards to your concern. It has been further reviewed and unfortunately, based on the record for Sept. 9 , we're unable to pull up any logs of any calls from you which would automatically pull up on your record.
  
  As this is past the 90 day coverage, what we can do is to proceed with a regular service with $20 *** discount.
  
  Looking forward to your response for us to be able to assist you further.
  
  
  Thank you,
  **** Support

• Initial Complaint

  Date:09/01/2023

  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 hired a technician to fix my refrigerator on June 30th. Without my consent **** charged me for a service membership that charges $37.34/mth. On Aug 31, I asked for a technician to fix my microwave. They did not reply to this request. on Sept 1, I cancelled the membership that I never asked for, **** charged me $97.73 for cancelling the service. **** sells memberships and does not provide any service. **** charged for a membership that I never asked for, did not provide any service and when I cancelled the membership, **** charged me a cancellation fee of $97.73. I want back the 2 months of the service membership I never asked for (2x 37.34=74.68), plus the membership cancellation fee of $97.73, for a total of $172.41

  

  Business Response

  Date: 09/06/2023

  Hello, *******,
  
  Thanks for bringing your concern to our attention and we sincerely apologize for how this has been handled. We never intend to leave customers with a bad experience and cause any further trouble. 
  
  After looking into the details of your account, the team has decided to approve a partial refund which amounts to $122.25. We are deducting the membership discounts that were  applied to your appointment as you were able to use the said benefit.  The following details are the breakdown of the amount to be refunded: 
  MONTHLY PAYMENT - $37.54* 3 months =$112.62
  CHARGEBACK - $97.73
  less overall discount - (-$88.1)
  AMOUNT TO BE REFUNDED = $122.25
  
  We have sent an email as well to confirm which payment mode will be used to process refund. 
  
  Sincerely,
  **** SUPPORT TEAM
  

• Initial Complaint

  Date:08/31/2023

  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 I scheduled for an emergency refrigerator repair technician came to the house insisted I give him $320 via PayPal to a personal account to order parts promise to arrive. The next day never showed up never provided a I scheduled for an emergency refrigerator repair technician came to the house insisted I give him $320 via PayPal to a personal account to order parts promised to arrive. The next day never showed up never provided any service company stated they would give a refund. but I have never received the refund.

  

  Business Response

  Date: 09/05/2023

  Hello ****, 

  We received your BBB complaint and we understand from your complaint details that you have paid the technician $320 through PayPal. Please be advised that this transaction is not recorded in our system, which only indicates that the appointment you had with the technician was cancelled on site last August 27. Based on your complaint, we assume that the cancelation claimed by the technician wasnt authorized. Know that we did not expect this from tech Tavarion. 

  We understand the source of your concern and your wish to have this amount refunded back to you. However, before doing so, we will first have to gather enough documentation for the team to have it evaluated. Thus, we ask for a copy of a proof of payment showing the exact amount you have paid the technician. And since this transaction was made outside ****, our actions and resolution may be limited in someway. Nonetheless, we will be doing the best we can, understanding that this has inconvenienced one of our customers. In the meantime, you may try reaching out directly to the technician with the contact information provided below. 

  *****************************
  *****************
  *****************************

  We do not tolerate such unprofessionalism from our technicians thus we have already submitted a Technician Incident Report on the mentioned technician. We have also reached out to you via e-mail, and you may have the proof sent there. Once an update has been released for your case, we will have you notified immediately in the same manner.
  
  Waiting for the proof of payment, 

  **** Support Team
  **************
  

  
  

• Initial Complaint

  Date:08/28/2023

  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.

  8/26/2023 Called to get ice maker repaired. Repairman took it completely apart, gears and everything. Said hed order from Amazon and send old one back and tell them it was damaged. Said it may be two or three weeks he had other things to do. Was coming next day to clean up mess. His number was disconnected. Called the company and told ***** if they didnt have a resolution in 45 minutes Id stop payt on the cc. She said thats fine.? I waited tried to call back and they wouldnt answer my calls. Tried on 8/25, 26 and gave up

  

  Business Response

  Date: 08/31/2023

  Hello *****,

  We received your BBB complaint and we are very sorry for all of the troubles you might have gone through. However, upon investigating your case and communicating with the technician that was assigned, we understood that you cancelled the repair appointment with despite the technician already successfully placing the order for the part needed. Nonetheless, in contrast to the completed and paid status **** on your appointment, the technician confirmed that he failed to complete the repair needed to fix the issue due to this appointments cancellation. And after a thorough discussion with the team, we can now honor you a refund amounting to $101.00. This is from the charges for the Ice maker repair which wasnt completed, amounting to $190.00, less the service call fee of $89.00. This service call fee shall be honored to the assigned technician who despite the following appointment conflicts, were able to successfully inspect the units problems. And since the coil condenser cleaning service was completed, the $21.00 charge for it cannot be included to the refunded amount.
  

  To officially begin the refund of $101.00 please check your **** registered email address as our team will be reaching out to you through e-mail.
  

  Warm regards, 
  **** Support Team

  Customer Answer

  Date: 09/06/2023

  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:08/26/2023

  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.

  On July 18, 2023 a **** technician initially visited to investigate issues with our dishwasher; one being a clicking sound intermittently while operating accompanied with detergent not properly dispensing. The initial technician **** claimed he needed to replace multiple pumps and returned a little over a week later to so. After his 2nd visit we were charged ****** and told to wait 24 hours until using which we did. Upon testing the 1st load not only was the original sound still present but also a new sound..as well as the detergent still not dispensing properly. This was immediately reported to the technician who was clearly not aware of what the proper fix was as he then stated he would just replace all parts in the unit which was a red flag. I reported this to **** customer service and requested a new technician and ***** was sent out a week later. ***** after investigating the dishwasher seemed very frustrated with the previous technician and claimed the same "pumps" the initial technician **** claimed he replaced needed replaced but that **** had to approve it. I have several communications with **** customer service where they tried to charge me even more to fix what is still the initial issue I called them for; and finally they rather than giving me a refund (as requested) claim they will honor their remit via a 90 day warranty. I have gotten very little in the way of a response via daily email and phone calls from **** other than for a week they've been trying to get in contact with the technician to even see if parts were ordered. I am doubtful they will fix properly and the fact they cannot get ahold of their own contracted technician am skeptical as we go on a month and a half (washing dishes by hand) that this will not just drag on until they claim outside 90 day warranty when in reality they never fixed original issues but surely charged and collected our money as though they had; please help!

  

  Business Response

  Date: 08/30/2023

  Hello *******,

  We received your BBB complaint, and we are very sorry for any inconvenience this may have caused. We understand how frustrating this may have been for your case, seeing that the issue has already persisted for more than a month. The team has been having a thorough discussion to see how we can have you compensated for your case. The team has now decided, after considering all of the troubles that this may have caused you, that we will now go ahead and have you refunded for the repair costs amounting to $1032.27. To officially proceed with this procedure, we will be reaching out to you through your registered email address.
  

  Sincerely,
  **** Support Team
  

  
  

  Customer Answer

  Date: 09/02/2023

  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.  Please note I'm yet to receive the referenced refund into my bank account.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/14/2023

  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 purchased **** home warranty in June 2023. I filed a claim on 07/30/2023, the fridge stopped cooling on 07/29/2023 I submitted this information with the claim, **** had me scheduled an appointment that later was canceled that evening stating they did not have a technician available (understandable) and that I should schedule a technician on my own for a diagnosis they will review what needs to be fixed and I would be reimbursed. I was able to find one, unfortunately no techs were available until a week out. I message **** let them know when the tech will be out and they stated that prior to having the fridge fixed they would need to approve which could take 3-5 business days (understandable). The tech was out diagnosed stated he has the parts in hand and could fix same day, I thanked the tech stated I am unable to get it fixed until **** approves the claim. Tech stated okay and to call when I am ready to fix the fridge. I send **** the diagnosis paperwork with amount to fix and diagnosis cost which is a total of $360 they state it is not covered because it was outside of the period. **** initially had the date of when the fridge broke down, they could have initially stated it was not covered, but chose to hold that information, waited almost 3 weeks without a working fridge when it could have been less time when the tech had come out for diagnosis and could have fixed then. Its understandable that its not covered but that should have been disclosed initially and I could have had a working fridge sooner. I asked them for the inconvenience of not being honest upfront to reimburse the full amount but I have not heard back from them.

  

  Business Response

  Date: 08/16/2023

   

  Hi Bliss,
  
  Thank you for sharing your feedback with the community and we are truly sorry for this experience, we never wish to cause you any inconvenience. 
  
  After review and discussion with our claims dpeartment, besides the notice date, it was confirmed that the part replaced on the refrigerator by the other service provider is also not covered based on the T&Cs of your membership coverage. 
  
  However,  the reimbursement amounting to $251.70 which is for the repair cost you paid for both the refrigerator and the cooktop($336.70 less the $85 service fee) has already been submitted to **************** for processing. 
  
  Please let us know if you need further assistance regarding this matter. 
  
  
  Sincerely, 
  **** Support Team