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:10/09/2023

  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.

  Contacted to fix dishwasher. Someone came to my home and said dishwasher needed a sensor that cost $225. I paid for the sensor and it was ordered. Was told sensor would be here by Sunday and someone would come install it Monday. Sensor never arrived. Was not given a way to contact company. Found phone number and was hung up on twice. Sent out 3 emails. No one contacted me about installing the part that was ordered. No one called me the day the installation was to take place. Was not given a way to track the sensor part that I paid for and ordered but never received. Invoice on website says that the installation was done, completed and everything was working fine. That is NOT the case. I never received the ordered part to even be installed. Job was never completed. Someone came to my house and spent 10 mins here saying I needed to order a sensor. That was all that has been done. I would like my full $225 refunded as the services was NEVER completed and the part I paid for was never received.

  

  Business Response

  Date: 10/11/2023

  Hello, ******* 
  
  We hope that this email finds you well in good health and spirits. 
  
  Thank you for letting us be aware of the current issue and concern that you had from the latest appointment that you had with us. We never wish to disappoint nor let our customers have unsatisfactory service leading to inconvenience and distress. We hope that you can give us a chance to rectify this situation. 
  
  The team has checked and looked into the details of the appointment and the technician was able to include in his document that he replaced the sensors; however, since this was not the case and he was able to post and process the appointment as a repair, you are eligible to submit a Guarantee Request Ticket. The 90-day ***************** can be utilized for every repair, installation, and part. Apart from that, we can send a new technician to check and reinspect the unit with no charge applied. 
  
  If you want to proceed, kindly fill out the necessary details from the email that we sent you directly along with the said form. 

  Or you can check and click: ***************************************************************************************************

  
  Let us know if you have further concerns and questions so we can immediately assist you. 
  
  
  Sincerely, 
  **** SUPPORT TEAM 

  Customer Answer

  Date: 10/12/2023

   
  Complaint: 20713949
  
  I am rejecting this response because: the service was not completed. A deeper look into your tech should be done as he is lying about my sensor being replaced. I have attached two videos of your tech arriving and leaving my house. They are time stamped in the lower right corner. He was at my house for 18 mins and you want to tell me he took my dishwasher apart, diagnosed the problem, told me to hat was wrong, took payment, fixed the sensor and put my dishwasher back together in less than 18 minutes? He is lying to you about completing this service. Your company is scamming me out of $225 because your tech was too lazy to actually complete the job. Again I am requesting a full refund because your tech did NOTHING. He was at my house 18 minutes and my videos show him leaving my house with ALL his stuff. You need to investigate this tech of yours. I would like to talk to him as well. I would like to see if he would lie to my face that he completed this job. He DID NOTHING AND HE IS LYING AND HE STOLE $225 FROM ME. 
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 10/14/2023

  Hello, ******* 
  
  Thanks for your response and we would like to apologize once again for the unsatisfactory and bad experience that you had with the service. We have already reported the technician to ************** Management Team and are currently investigating this matter. We'll make sure that this won't happen again. 
  
  On the other hand, we have re-escalated the case with the team and deliberated on what action is best to rectify this matter. Thus, it has been decided that a full refund will proceed. Please expect that the funds will reflect and be processed within 3-5 business days or depending on your bank account's policy.
  
  If you have further concerns, feel free to reach us at ************** or you can also send us an email at ********************
  

  Sincerely,
  **** Support Team

  Customer Answer

  Date: 10/16/2023

  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:10/09/2023

  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 sept 20, 2023. We called this company to repair our refrigerator. A technician called us back and asked us what was going on with our fridge. We told him that it stopped cooling. He immediately knew what the problem was, he told us that we needed a new fan. So he came and installed a new fan, and charged us almost $700. The problem wasnt resolved, all of our food went bad. He came back to look at it again and said oh actually the problem is the motherboard but they dont sell that anymore so we requested a refund, it took them almost a whole week to get back to us. They told us that they cannot honor our refund because the parts ordered were necessary for the repair which obviously is not true, given the fact that the problem is the motherboard, not the fan. If the technician had bothered to inspect the problem, rather than just assume over the phone, we would have not wasted money on the part we didnt need. If the problem was the mother board, he should have told us that initially, instead of charging us for a part that would not fix the issue.

  

  Business Response

  Date: 10/10/2023

   

  Hello Savannah, 
  
  
  We would first like to apologize for the inconvenience this has caused you and for the less-than positive experience you had. 
  
  After checking on our record, unfortunately, we are unable to locate your appointment with us using the information provided with your complaint. May we ask for the email and/or phone number used when you booked with us or the name it was booked under for us to review and evaluate the said concern? 
  
  
  We look forward to hearing back from you. 
  
  
  
  Kind regards, 
  **** Support Team
  
  

  Customer Answer

  Date: 10/11/2023

   
  Complaint: 20705385
  
  I am rejecting this response because: I have already gotten in contact with the business and gave them the information they need. 
  
  Sincerely,
  
  ***************************************

  

  Business Response

  Date: 10/12/2023

  Hi ********,
  
  We received your reply regarding the appointment clarification, and we see that you have already been warranted a partial refund last October 11, 2023, for your previous appointment with **.
  
  At your service,
  **** Support Team

  Customer Answer

  Date: 10/12/2023

   
  Complaint: 20705385
  
  I am rejecting this response because: a small part of labor (less than $200) is NOT an acceptable compensation for the almost $700 this company took from us. I am expecting to be FULLY COMPENSATED on our wasted money. I expect this company to have integrity as a legitimate business. You did not even compensate us HALF of what we paid. You need to make this right. Refund us the rest of our money. We are hard working people and do not deserve to be scammed by a company we trusted. 
  
  Sincerely,
  
  ***************************************

  

  Business Response

  Date: 10/23/2023

  Hello, Savannah. 
  
  Thank you for your response. We understand the importance of addressing your issue promptly and ensuring your satisfaction.
  

  We are pleased to inform you that we have re-evaluated your case, and our team has thoroughly reviewed the circumstances surrounding your complaint. After careful consideration, we are pleased to inform you that we have approved a refund for the remaining labor cost, which is $146.5.
  
  To expedite the refund process, please expect to receive the refunded amount within 3-5 business days through the same payment method used for the original transaction.
  

  Should you have any further questions or require assistance with any aspect of your refund, please do not hesitate to inform us.

  
  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:10/03/2023

  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.

  Contacted this company in June of *********************************************************** our home. We paid in full for the repairs and then began getting a monthly charge to our credit card for the amount of $13.97. When we contacted customer service to stop this we were told we would be charged a cancellation fee and may be assessed fees for "discounts" we received through this "membership." We never agreed to any membership and never agreed to ongoing charges to our credit card.

  

  Business Response

  Date: 10/04/2023

  Hi, ******* 
  
  Thank you for bringing this to our attention and we apologize for the inconvenience and unsatisfactory service. 
  
  Each of our membership subscription plans varies in perks and benefits, and we offer this to every interested customer who wants to avail of discounts for every service request and claim coverage requests for each device and unit. This is an optional add-on upon paying the service request and we never pressure customers to opt for this choice; thus, the reason we send a payment link is to provide options for the customer if they would like to avail a membership plan or not. 
  
  After checking and reviewing the details of the appointment, a payment link was sent to your end, and you opted to pay for the appointment with a membership plan subscription. The discounts were then applied to your service requests; hence, you were able to use the discount feature of your membership. Apart from that, an email is automatically sent upon subscribing to the plan with the details and the terms and conditions of the contract. Furthermore, we always send an email notice five days prior to the monthly billing date. 
  
  Should you still wish to cancel, as stated in your, if the membership is canceled within the first 30 days, then the membership may be eligible for a full refund. However, if the membership is canceled at any other time, a cancellation fee may be applied if the amount of discounts received by being a member is greater than the amount of monthly payments that were made. In this case, **** will collect the difference between these 2 amounts, and then process the cancellation.

  
  You can cancel your membership by emailing us at ************************ or by logging into your customer portal at consumer.****.com.
  
  Sincerely,
  **** Support Team

  Customer Answer

  Date: 10/04/2023

   
  Complaint: 20690580
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 10/07/2023

  Hi ***,
  
  We are sad to know that the previous response from our company has not satisfied you. However,regarding your case, we cannot disregard the cancelation fees for your account.This is because when a link was sent to you for the appointment that you had with us, you were provided with two options one with the membership plan and the regular payment, you may have accidentally chosen the discounted cost with the membership attached.
  
  Also, upon the purchase of your membership via the payment link, a discount to that very appointment was automatically applied. After further assessment of the discounts applied, we can confirm that you were granted a total discount of $49.42 and while the accumulated charges collected for the membership plan amounted to $51.6. And as per new company policy, Click and ************ Membership, the plan you are currently subscribed to, no longer has any cancelation fees even after 30 days from the day of purchase.
  
  We advise that you process the cancelation of the membership plan by following through the cancelation email that we sent to you. Once you have processed this, there will be an automatic refund of the difference of the discount received and the accumulated payment for the plan. Should you have further concerns, please don't hesitate to reach out to us via email so that we can have It addressed as soon as we can.
  
  For your references regarding the discounts received from the previous appointment, please see the copy of invoice attached.
  
  At your service,
  **** Support Team

  Customer Answer

  Date: 10/11/2023

  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.

  However, they continue to assert that I chose a membership when sent a "payment link." I NEVER paid through any link or purchased a membership. The service technician swiped my credit card on a handheld device in my home. There was no link used to pay or agree to this membership. I still believe it was fraudulent to charge my credit card for months of membership. 
  
  Sincerely,
  
  *******************

• 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
  **************