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:11/01/2023

  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.

  On my credit card report dated 9/18/2023 I noticed a charge of $100.49 by **** at phone ************ CA . I called this company for an explanation, the person that answered told me that charge was due to an automatic charge for membership and that the charge would be reimbursed.Till today 10/2/ 2023 The reimburse has not been posted on my credit card balance.Thank you SO much for your help

  

  Business Response

  Date: 11/03/2023

  Hello ******,
  
  We sincerely apologize for the inconvenience that this has caused you. Please accept our sincerest apologies for the inconveniences we have caused. We hold the tenets of customer service in the highest regards and would love the opportunity to restore your faith in our company.
  
  With that being said, we hope that you'll allow us the opportunity to rectify the situation. We have been approved to offer a full refund of $100.49 which will be refunded to your **** card ending in 9601.
  
  Thank you so much for your patience during this matter and for allowing us to address all concerns.
  
  
  Kind regards,
  **** Support

• Initial Complaint

  Date:10/26/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Oct 5 **** sent their representative out to repair my Whirlpool ice maker and water dispenser. He said it was fixed except that I had to leave the door open at least 6 hours so it could defrost. That sounded strange but he said I had to pay before he could leave as if the service was completed. I paid via Paypal that day. It made ice once. Leaving the door open didn't fix the water dispenser. I texted him and he suggested I buy a tool that was like a syringe to inject hot water. This all sounded a bit ridiculous to me since I paid to have them fixed and not how to fix it myself. All this dialogue was on the phone or by text. I complained to the company and they sent the same guy back, even though I told them I would prefer someone else. Instead the same guy came back again. He said the icemaker was fixed by he had to get a valve part to fix the water. He left and about an hour later I was expecting ice - but no ice. I sent him a text. No answer. The next day I got an email saying the work was complete so I called **** and told them how unhappy I was. Within the hour I got a call from the repairman who was mad that I had called his company. He used profanity and told me that he wasn't coming back. Later **** called but I told them that I did not was this man back in my house after the was he yelled at me. Much of the back and forth was on the phone talking - like the profanity but I do have some test threads.

  

  Business Response

  Date: 10/27/2023

  Hello, ********* 
  
  Thank you for sharing your concerns and experiences. 

  
  We sincerely apologize for the inconvenience and unsatisfactory services, as we could have done better in resolving the issue with your unit. We would also like to apologize for the distress that this has caused you. 
  
  This is not the kind of experience that we want to deliver to our customers so we hope that you can give us the chance to rectify this matter. However, upon checking the details of the appointment, there is a current dispute with your account holder which holds us from moving forward and assisting you further. Hence, we advise you to retract the dispute as we will be unable to provide you resolution until the dispute is dropped or has shown in our favor.
  
  What we can do is send a new technician to reinspect your unit and review the Guarantee coverage of the service provided, or we can review the refund request. 
  
  On the other hand, 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 me know how you would like to proceed.
  
  Sincerely, 
  **** Support Team 

  Customer Answer

  Date: 10/28/2023

   
  Complaint: 20785786
  
  I am rejecting this response because:  **** says they won't refund my money unless I cancel my dispute with PayPal.  This seems like a scam because the dispute is my only recourse. They had an opportunity to make it right on the second return of the technician. Following that visit, and still not repaired, the technician spoke to me on the phone in a belittling manner and used profanity.  As retired senior female, who lives alone, this was a hostile and distressing experience. At that point, I did not want a third visit to make the repair. The continued insistence to cancel the dispute is disconcerting and no resolution. I just want a refund.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 10/31/2023

   

  Hello ****, 
  
  
  We appreciate you getting back to us.
  
  We are truly sorry that this process has been frustrating, however, for us to proceed with the next step in rectifying this concern, we would need to ask you to drop the dispute filed and provide us a copy of the report from the other service provider who worked on the appliance so the team will be able to re-evaluate your request for a refund. 
  
  In the case that the dispute falls on your favor, the funds will be credited back to your account, and no further action will be needed from our end. 
  
  
  Thank you for your patience and understanding. 
  
  

  Customer Answer

  Date: 11/07/2023

   
  Complaint: 20785786
  
  I am rejecting this response because: They are refusing a refund even though the work was not completed. That's not right. I googled them and I'm not the only one who thinks they scam people. I have never in my entire life had such a hard time getting a refund. Plus their technician yelled profanity at me because I let the company know he had been out twice and still it wasn't fixed. Apparently the company penalizes their technicians for returns? I don't' know, but I didn't get my ice maker/ water dispenser fixed, and I was treated badly. The only solution is a refund because I have had another company fix it.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/25/2023

  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.

  Technician ******* appointment to replace dryer sensor switch was scheduled 10/20. Deposit of $156.57 paid in advance. Technician never showed nor responded either to me or to company dispatcher. Called **** same day, and after eight consecutive calls, client ******* representative stated full refund would be initiated. Email regarding refund imitation received. 10/24, 10/25: no further update, emailed ****, **** has ignored. BBB shows a staggering 325 complaints filed against ****, with an unbelievable 101 complaints lodged in the last year alone.

  

  Business Response

  Date: 10/27/2023

  Hello, *************
  
  Thank you for informing us and for bringing your concerns to our attention. 
  
  First and foremost, we would also like to apologize for the inconvenience and for the distress. We highly value your time, and it is our utmost priority to deliver satisfactory and top-notch service, which we are unable to meet. 
  
  We would like to know if, instead of the refund, you would still like to consider a new technician to re-inspect your dryer unit at no cost. You can use the link below to schedule an appointment:
  
  **************************************************************************

  Sincerely, 
  **** Support Team 

  Customer Answer

  Date: 10/27/2023

   
  Complaint: 20782854
  
  I am rejecting this response because your representative promised refund for no-show no-repair technician. I do not want further dealings with a sketchy third-party contractor platform company that has had a staggering 101 complaints filed with the Better Business Bureau over the last 12 months alone. Your company would have me start all over again with a new diagnostics appointment and then a new repair appointment and your company is simply not trustworthy. Stop offering bait-switch nonsolutions and just complete refund immediately as promised.

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

  

  Business Response

  Date: 10/31/2023

   

  Thank you for getting back, ************* 
  
  
  After re-evaluating your ticket, the team has approved to process a refund amounting to $137.56. However, our record shows that a dispute with your credit card was filed, and for us to be able to process the said refund, we may need to ask you to reach out to your bank to drop the dispute. 
  
  
  Please let us know once this has been dropped so we can have it verified and confirmed with the finance team. 
  
  
  
  Best,
  **** Support Team 
  
  

  Customer Answer

  Date: 11/03/2023

   
  Complaint: 20782854
  
  I am temporarily rejecting company response until refund is actually posted/received. Because I must respond within 5 calendar days to BBB or complaint auto closes, I am doing so, because otherwise, to accept without actually receiving refund will allow company to let the 5 calendar days elapse without actually taking action to refund. I withdrew ******* ***** credit card dispute in agreement with company's request to do in exchange for honoring refund. Transaction has therefore officially cleared and officially posted again, but still no refund has been received. I have been advised by ******* ***** that dispute may be reinstated for company breach of refund agreement, and am now awaiting company to finally refund or dispute will be reinstated pursuant to refund agreement breach. 
  
  ***************************************************

• Initial Complaint

  Date:10/23/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked an appointment for appliance repair. We're were given an **** AM EST appointment. We confirmed the appointment got follow up text at 7AM EST on date of appointment no body showed up I called and was told they would have the technician call me an hour went by no call no show called back told they would send a different tech but later they were given a 2.5 hour window to get someone to my home they sent a text and said we can't we will schedule for a different day. Unacceptable that I had to call multiple times cause no one ever showed. Don't use this company for repairs they are unreliable.

  

  Business Response

  Date: 10/24/2023

  Hello, *********** 
  
  Thank you for letting us know about the issues that you encountered. Our apologies for not being able to provide you with **************** and for the inconvenience that you encountered.
  
  Customer feedback is very important to us, as it gives us crucial insight into what we need to improve our market performance and ensure customer satisfaction. This is not the experience that we want our customers to have. We value your time, and we never wanted to keep you waiting or put you in such a terrible situation. We'll make sure that the initial technician who was assigned will be properly sanctioned; on the other hand, we'll make sure to prevent this incident from happening again.
  
  Please know that we have placed a $20 credit on your account for a future service request, and you can also take advantage of this coupon "HANDYMAN20" in case you need handyman services in the future.
  
  Sincerely, 
  **** Support Team 

  Customer Answer

  Date: 10/24/2023

  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:10/18/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In September I called **** with complaint that my AC is not working properly. They scheduled an appt and rescheduled 3 times . The technician by name of **************** from **** to repair my AC because of possible malfunction . He charged $436.61 for filling up the freon to the top and left. I called next day saying that AC is still not working properly . They sent him out again and he checked again saying there is a leak . The leak had to be determined the first time he arrived and not waist freon and my money to determine the problem .my husband and I are retired people , my husband is 76 years old and we live on the 3rd floor under the roof in ***** degrees without AC . I had to buy stationary AC to make my husband breath . He was hyperventilating and we had very difficult time living without AC . The company promissed to refund and sent the email that they will refund the full amount, but till today they have not refunded the money . I am uploading the email where they promiss to refund ************ did not fix anything and got paid. I consulted on the phone with 2 other companies and they said that the leak test had to be performed prior to anything else . the test was never done.**** did not provide the service and did not refund the money . Please help to retrieve the payment from them .

  

  Business Response

  Date: 10/19/2023

  Hi Mila, 

  Thank you for bringing this to our attention, and we would like to apologize for the delay in updates and for not being able to respond to you in a timely manner. 

  We have already informed the refund team and endorsed the refund request ticket to be expedited for endorsement and processing by our Accounting Department. 

  You will be receiving a confirmation email regarding the processing of the refund. 

  In line with this, please expect the refund to reflect in your account within 3-5 business days or it may depend on your bank's policy. 

  Sincerely, 

  **** SUPPORT TEAM 

• Initial Complaint

  Date:10/13/2023

  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.

  **** sent a tech that never turned on a washing machine and told us seal needed replaced (which I had stated) and sensor. He said we'd be getting a written estimate. Proceeded to say he did other things too. He was to installed cupboard door handles. They were uneven and he never attached bottoms. It was apparent he did this without measuring to ensure they were even and he never used a drill but had forced in with a screwdriver-causing jagged damages at the hold. He argued they were even and that it was the doors.**** was dismissive. Several hang-**** my daughter-in-law would get through on her phone when I was placed on hold for several minutes. They said tech said we refused a new motor and seal replacement. WE NEVER RECEIVED A WRITTEN ESTIMATE AND MOTOR WAS NEVER MENTIONED. The motor is obviously fine. They received emails but claim they never received photos and then said he never touched the doors. They refused to give me insurance information or tech's full name. They want all my documentation from another tech we hired but refuse to even give me a written estimate. We've been called liars. They sent an unqualified person-who may have been posing for another technician for all I know-into my son's home and then they call us liars. I have more info but it takes too many characters to write. Cupboard doors are $540 and this doesn't include installing the hinges and hanging. I was trying to save my son who has 5 kids time and now this. I don't believe their tech is insured and they were responsible for him in my home. If he wasn't supposed to add to the job then that is on them. He was working under their direction and they were supposed to insure that he was insured. If he is insured then why won't they provide info.

  

  Business Response

  Date: 10/18/2023

  Hello ***, 
  
  Thank you for reaching out to us and for informing us about the experience that you had during the appointment.
  
  We apologize for the bad experience, and it is beyond our intention to cause distress and inconvenience to our customers.
  
  In this regard, we have checked and reviewed the details of the appointment that was booked online on October 1, 2023, for a washer service call appointment. Upon getting in touch and investigating the case with the technician, he checked and inspected the washer unit and found that the unit needed to repair the motor and rubber seal. Since you did not wish to proceed with his recommendation, the service call fee was only paid. Upon further delving into the concerns that you had, one of the team members reported that the technician performed a handyman service on the handles of the cabinet; however, we could not pull up any records, appointments, or reports from the technician that he rendered service on the cabinet for the reason that it is outside of his skill set since he only works on appliance repairs.
  
  However, we would like to request any copy of the repair report that you had with the other service provider that you consulted with and documentation that you have in regard to your concern so we can further evaluate and review this matter. 
  
  Thank you, and we hope for your understanding.
  
  
  Sincerely, 
  **** Support Team

  Customer Answer

  Date: 10/19/2023

  
  Complaint: 20733236
  
  I am rejecting this response because: 1) What the technician reported to us VS you are 2 different things.  He told us door seal-which I told him_ and sensor.  You say motor.  2) I never received an estimate.  Technician said I would be receiving one through you.  I believe this didn't happen because he knew he screwed up our cupboards 3) Why should I provide something to you that you are unwilling to give me.  You have refused to give me an estimate that I paid your company for.  How can I formally decline a service when I never received an exact estimate that your technician said he'd provide.  Remember we have more than one person witnessing when he told us what was wrong.  Why would I give you another technician's report?  So you can copy it?  4)  You sent this man to the house-if he wasn't supposed to add onto the job that's between you and him.  5)  It was a little odd that first we were told ************** was cancelled because no one was available.  The guy said it was because it was in the system multiple times.  At this point I kind of wonder if this was really the technician or if he sent someone else in his place.  6)  We have an entire house that knows that NO OTHER TECHNICIAN WAS IN THE HOUSE.  Why would we make up that he messed up our cabinets and get everyone in the house to lie.  DO YOU REALLY TRUST SENDING THIS PERSON TO SOMEONE ELSE'S HOUSE?  Maybe your technician sent someone else to the house.  Do you have photos of these people?

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

  

  Business Response

  Date: 10/21/2023

  Hello, *******
  
  Thank you for your response, and we understand your worries and concerns about this matter.

  We want to clarify that our request for the document or repair/diagnostic report from the other service company provider that you consulted with is solely for the purpose of re-evaluating the refund request and cross-checking the diagnoses by both technicians with the team and our in-house technicians. Our company is committed to ensuring transparency and fairness in our refund process, and the document is essential for us to conduct a thorough review.

  
  We understand that our request *** be misconstrued as an attempt to alter or copy sensitive information; however, we want to assure you that our intention is to resolve this matter in an honest and ethical manner. The document will be handled with the utmost care and confidentiality, adhering to our strict data protection policies.

  
  In light of this, we would like to assure that the document will be securely stored and only accessible to authorized personnel involved in the re-evaluation process. It will not be used for any purpose other than re-evaluating the refund request, and our company is committed to safeguarding the confidentiality of personal and sensitive information.

  
  We apologize for any misunderstanding that *** have arisen from our initial communication. We are dedicated to addressing their concerns promptly and professionally.
  
  Thank you for your attention to this matter, and please do not hesitate to reach out to us if you require any additional information or if there are further steps we need to take to address this complaint.

  
  Sincerely,
  **** Support Team 

  Customer Answer

  Date: 10/28/2023

   
  Complaint: 20733236
  
  I am rejecting this response because:
  Again, you did not pay me for my second repairman visit, I paid you for the one by your guy.  He said that the company would be getting back with me on the cost of the repair.  Before he mutilated the cupboard doors we were considering having him repair the machine.  We were going to compare the cost of the repair to new machines.  Because our trust was lost in him, my daughter-in-law had a reputable repairman come and look at the machine.  He actually did a diagnostic test and actually turned the machine on.  I will not provide any of that information until I receive from you what you are requesting from me.  I PAID YOU, not the other way around.  I'm confused.  Why is that a problem?  Further more, I want the full name of the repair person that you were supposed to have checked and verified that he was insured.  If he was truly insured then I assume he can submit the cupboard doors to his insurance.  He came to the house at your direction, he obviously didn't do a through inspection of the machine.  He damaged property while there and tried to tell us that was the new style for the handles to not be symmetrical.  He then apparently completed a false report and statement to you.  We were told we would be receiving an estimate.  I PAID FOR THIS.

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

• Initial Complaint

  Date:10/13/2023

  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.

  Date of transaction: 10/11/23 Amount of money: $71 Business promised: A service call Nature of dispute: I specifically requested a plumber who could remove a diverter valve from behind shower tile and they sent a plumber without the tools, who didn't own them, and couldn't or wouldn't purchase it to complete the job (as business claimed would happen). When called out, they claimed it was an inspection and required payment.Business resolution attempts: Has not tried to resolve it. Twenty minutes speaking to customer support got me nowhere, with them insisting they keep the money and send a follow up "service call" for an additional fee + labor.

  

  Business Response

  Date: 10/17/2023

  Hello ******, 
  
  Thank you for reaching out and for bringing the concern that you have to our attention. 
  
  We apologize if we weren't able to provide you with the service that you were expecting from us and for the non-satisfactory service that was provided to you.
  
  After checking the details of the appointment and following up with the technician as well, the technician has provided you with his recommendation that the tile has to be cut further since the space is too narrow to be able to replace the valve without affecting the water line. However, you did not proceed with the repair that he recommended. In this regard, since the technician was able to inspect and check the service request and provide his recommendation, the appointment only charged you for the service call fee. This fee is used to connect you with a technician who went to your location and did a full diagnosis.
  
  We are still happy to assist with your concerns and are able to dispatch another technician back out for a second opinion regarding the issue with a $20.00 discount. Please let us know if you wish to proceed. 
  
  
  Sincerely, 
  **** Support Team

  Customer Answer

  Date: 10/17/2023

   
  Complaint: 20732468
  
  This isnt acceptable. I asked for a specific service, not an inspection, because I knew exactly what had to be done. He declined to perform the work due to lack of tools and indicated he wouldnt return (see below). Ill continue updating the BBB complaint with these responses.
  
  Sincerely,
  *************************

  

  Business Response

  Date: 10/19/2023

  Thank you for your response, *************
  
  We understand that you want the technician to proceed with the ************ away; however, the technician has to inspect and review the scope of work first and consult with customers if they agree with their recommended repair before doing the service, which is included in the disclaimer when booking an appointment online. Once we agree with the recommendation, we can schedule a follow-up appointment thereafter.
  
  If you still want to have the bathroom service, we can send a new technician applying a $20 discount in case you want to proceed.
  
  Let us know how you would like to move forward.
  
  
  Sincerely, 
  **** Support Team

• Initial Complaint

  Date:10/13/2023

  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.

  A technician came out on 10/10/23 for a very loud noise from the motor of my GE refrigerator. He said he replaced the motor with one he had in his truck. I never saw a motor. He returned today seemingly confused that it wasn't working and said I needed to call GE about the motor part so they can access the correct information. GE had no idea what I was talking about. The **** guarantee states the technician would tell you what the problem was and the cost before doing any repairs. This didn't happen. Finding a correct phone number takes time and patience, both of which I no longer have. I want the repair done and then a credit on the amount I paid

  

  Business Response

  Date: 10/14/2023

  Hello, *************** 
  
  Thank you for informing us about this matter and we apologize for not being able to resolve the issue with your unit. We hope that you will give us a chance to rectify this matter. 
  
  We absolutely understand that you value your time, and we never wanted to keep you waiting or put you in such a terrible situation.
  
  Our team is currently reaching out to the technician regarding this since it may take a while for us to send a new technician for a rediagnostic as most of our technicians in your area are fully booked at the moment. We will now move forward with refunding the payment you made amounting to $376.14. 
  
  We have already endorsed the refund to our ********************* for processing; thus, please be advised that the funds will be reflected back to your account within 3-5 business days or it may depend on your bank account's policy. 
  
  If you have further concerns or questions, let us know and you may reach us at **************** or through our Support Line at **************
  
  
  Sincerely, 
  **** Support Team

  Customer Answer

  Date: 10/15/2023

  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:10/10/2023

  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 10/2/23 a **** technician serviced my freezer. The problem was not fully resolved. I was told I would need to book a return visit for that. I was charged $177 for the service call. I paid by **** as checks were not accepted. Subsequently, at 5:**** on 10/2/23 I received an email welcoming me to appliance protection. I would be charged $37.09 per month with automatic renewal at the end of the year. I emailed **** that I had not signed up for this plan and did not want it. On 10/4 I received an email with a link for membership cancellation: [ref:_00D1UyKwJ._5006T2J5ida:ref}. This link is a scam. On 10/5 I received an email from ***** from ****: Welcome to **** Appliance Protection. I reported this potential **** bill to my bank. The bank representative also found the link to be bogus. Another link to Unsubscribe to **** was found not to exist by Apple. I am submitting this complaint to warn others away from this business where they will risk false monetary charges and a maze of miscommunications intended to prevent the client from canceling. I would like to emphasize that this is not a complaint against the technician ****** who was polite and hard working.

  

  Business Response

  Date: 10/11/2023

  Hello, *********** 
  
  Thank you for bringing your concern to our attention. We always want to ensure that our customers are satisfied and are provided with a quality service delivered. 
  
  We apologize for the inconvenience and distress that this has caused you and we hope that you will give us a chance to rectify your concerns. 
  
  Upon checking and reviewing the details of the appointment that you had with technician Bashir, the said appointment was for a service call fee wherein the technicians checked and inspected the unit's issue. He will be the one to provide the necessary details such as the cause of the issue, the possible outturn, and his suggested repair. Afterward, he will expound on the needed repair as well as the possible cost. 
  
  We would also like to apologize that the necessary details were not discussed with you during the time when you reached out to us. In this regard, we would like to take the opportunity to set forth the important details regarding the membership subscription. We have checked the history of the appointment activities using the system and it has been determined that a payment link was sent to you in which you chose the more affordable option as the membership plan automatically deducts the discount from the appointment. Thereafter, a copy of the membership contract is sent to your email comprising the terms and conditions of the subscription. 
  
  The membership has a monthly subscription fee which runs for a 12-month term and based on your membership cancellation policy, you can cancel anytime within the annual term but a chargeback shall take effect. The chargeback is the amount billed upon cancellation of the membership plan, which is the difference of the payments you made for the membership and the savings you received for all appointments paid while it was still active.
  
  You can call us at ************** for further details. If you have concerns, and further questions, feel free to inform us. 
  
  Sincerely, 
  **** Support Team 

  Customer Answer

  Date: 10/11/2023

   
  Complaint: 20708043
  
  I am rejecting this response because:You still intend to charge me monthly for a membership I did not request or agree to. I want you to remove my name from any further connection with your business. As you know, the link you sent to end membership is bogus. It doesnt work. But in any case, I dont have a membership with you. You have no evidence of such. I have requested **** and my bank to reject any claim from you. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 10/13/2023

  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 already canceled your Membership, and there will be no more charges for this. We want you also to know that we are not forcing our customers to purchase a Membership, after the service we are sending a secure payment link for the customers to have their options to see the difference between payment with and without the plan. 

  Sincerely,

  **** Support

   

• Initial Complaint

  Date:10/10/2023

  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 have the same issue as some of the other complaints about this company. They look good on the website, but once you pay with your credit card, one month later they charge you for a maintenance agreement that you didnt ask for or sign in. I disputed this charge in July. I tried on several attempts to reach these people and the phone would ring at least ***** minutes before they would answer only to use excuses like your email address is spelled wrong and they cant change it on their end you have to go to another department. I went to several people with a time period today of 2 hours of being on the phone, I finally got someone to say they would agree to cancel but there would be a percentage that I would have to pay. Again,I NEVER ASKED FOR A MAINTENANCE AGREEMENT. NO WHERE HAVE I SEEN ANYTHING BUT A CHARGE OF $34.77 a month to my credit card. As I said there are several complaints in the BBB on this company for just this foolishness. And they arent stopping this SCAM. I have gone as far as canceling the charge card that they were using to make the $34.77 and some how they have gotten around this and are on the new card this month. THEY WONT LET ME CANCEL. PLEASE HELP ME STOP THIS SCAM.

  

  Business Response

  Date: 10/11/2023

  Hello, ******* 
  
  Thank you for bringing your concern to our attention. Our team received your complaint submitted to the Better Business Bureau.
  
  We apologize for the inconvenience and distress that this has caused you and we hope that you will give us a chance to rectify your concerns. We always want to ensure that our customers are satisfied and are provided with a quality service delivered. 
  
  Upon checking and reviewing the details of the appointment that you had with technician **************** we would like to take the opportunity to set forth the important details regarding the membership subscription. We have checked the history of the appointment activities using the system and it has been determined that a payment link was sent to you in which you chose the more affordable option as the membership plan automatically deducts the discount from the appointment. Thereafter, a copy of the membership contract is sent to your email comprising the terms and conditions of the subscription. 
  
  The membership has a monthly subscription fee which runs for a 12-month term and based on your membership cancellation policy, you can cancel anytime within the annual term but a chargeback shall take effect. The chargeback is the amount billed upon cancellation of the membership plan, which is the difference between the payments you made for the membership and the savings you received for all appointments paid while it was still active. Thus, sadly, we were unable to proceed with the refund.
  
  You can call us at ************** for further details. If you have concerns or further questions, feel free to inform us. 
  
  Sincerely, 
  **** Support Team 

  Customer Answer

  Date: 10/12/2023

   
  Complaint: 20718864
  
  I am rejecting this response because: I was not informed by this technician of any type of discount towards my $478.00 bill to fix my refrigerator. I have no idea of what you are talking about. You guys send your people in, they fix the problem and claim we agreed to a maintenance agreement. NO WAY!  This is not right. They have your charge card and they wait 30 days and the  charge shows up.I have no idea of this agreement. What does it cover? Where is my agreement in writing? I have spoke with a couple of people and I dont have this agreement documented anywhere. They never sent the agreement to me thru email. I have nothing. No idea as to what it covers.

  
  
  Sincerely,
  
  *** Commodore

  

  Business Response

  Date: 10/18/2023

  Thank you for your response, ******* 
  
  Payment links are sent to customers after the appointment, and they have the option to proceed with paying with the membership plan or not. Upon checking the records, you opted to pay the service call fee appointment that was scheduled on 06/14/2023 with the membership plan; hence, the membership benefits were applied afterward. The membership contract with the terms and conditions and the details of the coverage were sent to this email address: ************************. 
  
  Should you wish to proceed in canceling the membership plan, please let us know so we can assist you. 
  
  However, please be advised that a chargeback may be incurred since the cancelation falls after the 30-day plan purchase and before the full 12-month term. 
  
  Sincerely,
  **** Support Team