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: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 
  
  

• Initial Complaint

  Date:08/12/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **** came on July 12th and 14th, then on the 17th and 19th. Fridge still not repaired. Appointments (2) morning and afternoon, Saturday, July 22nd, no show no call, no show on Sunday the 23rd nor on Monday, the 24th. On Tuesday the 25th I was on hold for over an hour (house phone) and my call was dropped. I tried my cell phone and again it was more than 30 minutes when my call was dropped again. I paid a total of $479.90 and my fridge was not repaired. Temp. no lower than 50 degrees and Id been ghosted.On a friends recommendation I called Zee Appliance and paid another $370.57 but this time I got great results and the temperature is finally coming down to proper place. And this happened after the first replacement part was installed.A fair refund from **** would be around $300 since they came but were totally unsuccessful in repairing my fridge and wouldnt even respond to my calls.**********************

  

  Business Response

  Date: 08/20/2023

   

  Hello *****, 
  
  
  We are truly sorry for the inconvenience this has caused you, we never wish to put you in such a situation or leave you with a less-than positive experience. 
  
  We understand you already had another service provider fix your appliance and we would like to help you in any way we can. May we ask for a copy of the repair report from Zee appliance for us to evaluate with the team and finalize a resolution to rectify this issue. 
  
  
  
  Sincerely, 
  **** Support Team
  
  

• Initial Complaint

  Date:08/09/2023

  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 called them for a washer repair. They sent ************************* last month. He charged me an initial service fee, maybe $98. He said the issue was the sewer line wasn't draining properly, and water discharges all over the floor. So, we cleared out the sewer. Then I went to use the washing machine, but it would not function at all. They are asking for proof of the sewer being cleaned. We bought a new washer. I am asking to be reimbursed for the $98 service call.

  

  Business Response

  Date: 08/11/2023

  Hi *******, 
  
  Thank you for bringing this to our attention and for informing us about your concern. We aplogize as well for the inconvenience caused by this event as it is never our intention to leave customers unsatisfied with the service.
  
  After checking and deliberating with the team, sadly we are unable to honor the refund request as we have yet to recieve the diagnostic or repair report from the service provider that you consulted with. This diagnostic report will be one of our basis to evaluate on how to move forward. 
  
  Should there be any questions, feel free to let us know. 
  
  
  **** SUPPORT TEAM
  
  . 

• Initial Complaint

  Date:08/09/2023

  Type:Billing 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 8/3/2023 I used **** to schedule home appliance repair. They sent a **************** to repair and he took apart washing machine and asked for $120 cash for service call, despite the advertised charge of $89. He said he would be back on Monday and would need a new part costing $204. When he didn't arrive, I started texting him. He said he would let me know in the evening-but I had to text him again at 9:00 pm. He said two new parts each costing over $200 is needed now (but would not tell me why). I called **** and they kept reassigning **** to come look at it but I said I wanted to see someone new. They finally sent ***********************, who correctly diagnosed the problem (and helped me determine it was NOT worth repairing). This is what **** should have determined in his visit on 8/3/2023. I also discovered the call on 8/3 was covered under Warranty, as the previous repair was done on 6/5/2023 and **** should have not charged me $120. **** claimed they would do an investigation but they have not communicated with me regarding the situation. I have requested that someone call me but have been unsuccessful getting any customer service help. I would also want **** to review my 6/5 repair--after speaking with ***********************, it appears I was grossly overcharged.

  

  Business Response

  Date: 08/11/2023

  Hi ******, 
  
  Thank you for bringing this to our attention and for informing us about your concern. We are sorry to hear as well that you had a less satisfactory experience with us, which is unacceptable.
  
  After careful deliberation and reviewing the appointment details with the team. It has decided to refund you back for the extra $120 that you paid to technician ****. 
  
  We have sent you an email to confirm the card details so we can move forward with the refund. 
  
  Sincerely, 
  **** SUPPORT TEAM
  
  

  Customer Answer

  Date: 08/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/09/2023

  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 me a technician named Fuad. He diagosed my refridgerator which he said needed a fan and I payed him $95.23. He was supposed to come back after a few days with the part to fix it. Now, 17 days have passed and ive called him a total of 20 times, after the first 2 calls he stopped answering. Ive been calling my bank and credit card to dispute the chargs since i was scammed. I need my money back.

  

  Business Response

  Date: 08/15/2023

  Hello *****,
  
  We have received your complaint and we would like to apologize for what happened with your appointment. We understand how important it is for the initial technician to come back and do the repair for his diagnosis. We also know that it is frustrating to have 17 days of no contact with the technician whilst hoping to have the repair to which the service call will be waived. We are very sorry for all of these and the inconvenience and stress this whole ordeal might have caused.
  
  We have reached out to the technician, and we're informed that the part remains backordered from the stores where our technicians buy them from. Please be advised that we only buy original equipment manufacturers (OEM) parts from stores the assigned technician trusts, making them a bit more difficult to acquire and with a higher price compared to those seen available on e-Bay and Amazon. For reference, the part in question is DA97-20713A.
  
  And upon further deliberation of your case, the team has decided to honor you with a full refund amounting to $95.23 for the service call appointment that you had with us. However, please know that the service call fee is usually non-refundable as it covers the technician's consultation fee for diagnosing one unit and other fees for their travel and safety.
  
  To continue with the refund process, we will be reaching out to you directly through your email address registered in your appointment.

   

  Warm regards,

  **** Support

• Initial Complaint

  Date:08/04/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  August 3 a technician came to our house that was supposedly "vetted" by **** to install a dishwasher. They arrived late, with an additional person we had no idea would be there, not mentioned by ****, who behaved very unprofessionally. We were not given a confirmation of cost before work started, as is promised by ****. We had been quoted $94/hour online when we booked and yet were charged $400 for 2 hours (attached is a screenshot from when we booked and the invoice we paid). The tech was very reasonable, but the person with the tech refused to leave until we had paid immediately with the link provided by ****, without a possibility to discuss the price difference. A negative review was filed with ****, and an email was sent to their support email immediately after to let them know. It took over 24 hours for a response, via text only, acknowledging only the negative review, with no response to the email. The dishwasher is now leaking and a video was sent in response to the text and again to the email support. We do not feel comfortable having the tech return, or any other tech from ****, since their vetting process is clearly insufficient.

  

  Business Response

  Date: 08/17/2023

  Hello Andromeda, 

  We received your BBB complaint and we sympathize with your sentiment in this case. We respect and understand your decision in no longer wanting to have our services to correct this appointment. We would like to send our apologies for all of the inconveniences and stress this case may have caused and for not reaching your standards in having good communication. 

  
  The team has deliberated on your case and has decided to honor you with a refund of $212, which is the difference between the quoted amount and the charges on your bill. To proceed with this process, we will be reaching out to you through your registered email address to confirm important transaction details.

  Thank you for your understanding.

  -**** Support Team
  

  
  

• Initial Complaint

  Date:08/04/2023

  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 July 21, 2023 a service man came to the house to fix my single unit refrigerator and freezer. He seemed to know what he was doing and said it was the automatic defrost and gave me a new part.He went into the freezer as well and didn't report anything. For both he had to remove a build up of ice. He left, I gave him a good review AND a ***** tip! BUT, after 3-4 hours, I just happened to go to the freezer and it was completely chrystalized!! Not that way before he came, (its not why I called for service). It looked like a snow storm. I have been trying first to email support, then SEVERAL phone calls (option 3) to have someone come back. I consider this the same service call. I do not want to pay another ***** for a new service call! When I have called, early morning, mid day, and evening, recording says wait to speak with someone and after about a minute it cuts off, and goes into a busy signal.

  

  Business Response

  Date: 08/08/2023

  Hello, ************* 
  
  Thank you for bringing your concern to our attention and we want to apologize for not being able to provide you the service that we were supposed to deliver. Apart from that, we would also want to extend our apologies for the delay, we completely understand that your time is incredibly valuable. 
  
  We want to make things right and at least improve your experience with us. Thus, after discussing with the team, we will be assigning a new technician to reinspect and check on the issues with your appliance. 
  
  The team has sent you an email regarding this matter; however, in case you haven't received it yet. You can book an appointment through this link: 
  

  ***************************************************************************
  
  Let us know if you have further questions or concerns. 
  

  
  Best, 
  **** SUPPORT TEAM

• Initial Complaint

  Date:08/01/2023

  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 went to schedule an appointment on line with ****. I scheded it around 7:45am on 8/1. There was a range of 2 hour blocks and selected 2 to 4pm, same day. Two hours later I get a text with an update. The company said they did not have a tech aviaialbe and the next appointment would be on 8/3. So, I end up on the phone and find out that they made an appointment with out the avaiaiblity of a tech. This is horrible customer service and a bad businesss practice. To make an appointment with you to get your business and then string you along untiil they can provide a tech to your location. I did not make the follow up appointment. I will not being doing business with them in the future.

  

  Business Response

  Date: 08/04/2023

  Hello, *********** 
  
  Thank you for bringing this concern to our attention and we completely understand that your time is incredibly valuable. We want to apologize for not being able to provide you with the service that was supposed to be delivered, and also for the time that *** have been wasted.
  
  As reflected on our website, ****' predictive match technology will connect you with a reliable technician once an appointment is booked. The requested time frames normally match the availability of the technicians in your area; however, due to the demand, the team was unable to assign a technician for you. Rest assured that the team is already looking for ways to improve our services so that every appointment request will be catered to.
  
  On the other hand, the team tried to offer a suggested time frame for the next day; however, you declined which we totally understand. 
  
  We want to make things right and at least improve your experience with us. In case you want to reconsider, we have applied a 10% future discount to your next appointment, or you can use this coupon code: HANDYMAN20 for future handyman services. 
  
  
  **** SUPPORT TEAM

  Customer Answer

  Date: 08/07/2023

   
  Complaint: 20408310
  
  I am rejecting this response because:
  

  I'm not going to "book" an appointment that they do not keep or will "attempt" to find someone to work on my appliance.  Additinally, I found a local business that answers the phone and makes an appointment, and they showed up on the date/time scheduled.  

  Will not do business with "****". 

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

  

  Business Response

  Date: 08/08/2023

  Thank you for your response, *********** 
  
  We understand your sentiment and the position that you are coming from as we were unable to provide you with the best service that we ought to deliver. 
  
  Nevertheless, moving forward, we will take steps to enhance our service and implement measures to ensure that this issue does not occur again in the future.

   

  Sincerely,

  **** SUPPORT TEAM

  Customer Answer

  Date: 08/11/2023

   
  Complaint: 20408310
  
  I am rejecting this response because:  What specificly would you do to enhance a better customer service?
  

  It's great that you are going to "work" on it but, how?

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

  

  Business Response

  Date: 08/11/2023

  Hello, *********** 
  
  Thanks for your inquiry. ********* is one of our newly opened markets and were actively growing the market to accommodate a larger service area soon. 
  
  Hence, one of our goals and main objective is to increase the number of technicians so we can cater to the growing demand. The team is currently working on this campaign for us to improve the number of services that we ought to provide. 

  Sincerely, 

  **** SUPPORT TEAM