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:08/01/2023

  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 called **** to come in and fix my refrigerator. A Tech showed up analyzed the issue said he would order the parts and charged me $85.00 to start the prosses. he shows up TWO weeks later charged me $400.00 and said it's all set two days later it stopped working again.I have called him, (I'll be back in a few days) never showed up it's been 18 days I've called the company's phones mutable ,mutable times and no one ever answers. This is what I do for a living I hire contractors for 23 years. I have never ever been so appalled by a company in all my life. This is by far the worse company I have ever delt with.

  

  Business Response

  Date: 08/07/2023

  Hello Sarge, 

  We have received your complaint and we understand that you are frustrated with the prolonged delay in repairing your refrigerator. We never intend for this to happen as we always wish to provide our customers a fast and reliable service, thus we sincerely apologize for all the inconvenience this have caused you.

  
  To know the status of your refrigerators guarantee repair, we have been in touch with the technician assigned, who informed us that the part needed for the repair was hard to find. Please be advised that the parts we use for repairs may take longer in getting delivered as we specially order them from trusted OEM (Original Equipment Manufacturer) parts supplier, which may also increase its pricing compared to e-Bay and Amazon. Nonetheless, the technician was able to find a couple of websites where the part needed is available and has attempted to order the part twice. Hopefully, the second order attempt ends up a success and gets delivered soon. However, in the meantime we are still waiting for updates regarding the parts order status and, once it has been acquired, updates about the earliest date and time the technician can come back for the repair.

  
  On an additional note, may we ask for you to confirm your updated contact information by sending it to ***************** This is because in hopes of keeping you updated, the technician tried calling your registered number on the appointment but to no avail. 

  
  We are terribly sorry for failing to keep you posted with the updates in your appointment. To make up for this, we will also be reaching out to you via your registered email address with us to ensure a close monitoring on your case.

  
  Sincerely,
  **** Support Team

  Customer Answer

  Date: 08/07/2023

   
  Complaint: 20405593
  
  I am rejecting this response because:

  The main problem with the company is they never bothered to reach out to me and explain anything. I tried numerous times to contact ****, no response NOTHING. The only time they bothered to contact me was because of BBB. The technician just disappeared, no email no phone call nothing.
  It has now been over six weeks since I contacted **** - how long did they think I was going to go without a refrigerator.
  I have already had to purchase a new one because I got no response from them.
  I will keep the old one on site and see if they ever bother to come back and fix it.

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

  

  Business Response

  Date: 08/09/2023

  Hello, ****** 
  
  We deeply apologize for the lack of communication and for not being able to reach out to you. It is crucial to establish transparent communication to establish trust and reach our objectives. 
  
  In this regard, may we confirm if this email address: *********************** is currently active? We have been sending email updates to the email above. 
  
  We understand and respect your decision of purchasing a new unit; hence, in case you still want your previous refrigerator to be checked and serviced again, the team has decided to send a new technician to re-diagnose the unit's issue. 
  
  Please use the link below to book an appointment:
  *************************************************************************************
  
  Let us know if you are having difficulties or have encountered any issues. 
  
  
  **** SUPPORT TEAM

  Customer Answer

  Date: 08/10/2023

   
  Complaint: 20405593
  
  I am rejecting this response because:
  I do not want to close out the case yet, I will wait for the outcome of the case and see how **** handles the situation.
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 08/11/2023

  Hey Sarge!
  
  No problem at all, we also want to let you know as well that the case is still open as you currently have an open Guarantee ticket. Rest assured that the case will be monitored and is under review. 
  
  We have already assigned a technician to re-inspect and re-diagnose the unit and it was set to August 14, 2023. Once we get the technician's report, the Guarantee Team will further review this to move forward with the next step. 
  
  Let us know if you have further concerns and questions. 
  
  
  **** SUPPORT TEAM 

• Initial Complaint

  Date:07/27/2023

  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.

  App not working. Will not allow me to move on after accepting ******************* Using *************** S-22 ****** ******* will not respond to emails, phone lines intentionally blocked for calls. Serious concerns as to integrity if ************** Issue #2. Attempting to opt out of binding arbitration, prohibits by insurance company rules. Plz advise

  

  Business Response

  Date: 07/28/2023

  Hello *******,
  
  We understand your concern, and we apologize for the conflicts you have been experiencing with the application and communication with ****.
  
  Our team has traced your issues and found out that the cause of all your troubles is a glitch in our system. Unfortunately, **** services are not yet open in your city, which has accepted your application by mistake, allowing you to proceed with the onboarding process.
  
  As we are still in the process of opening the market, no jobs are being accepted until all necessary steps prior to launching our services have been taken.
  
  We are very sorry for this and know that we are currently fixing this bug so that nothing like this ever happens again.

  Customer Answer

  Date: 07/28/2023

   
  Complaint: 20383475
  
  I am rejecting this response because:

   

  The so-called "glitch" is widespread. I spent better than two hours taking assessments.  At no time, even up to including passing the background check, did ****, ever disclose that our area isn't an option. When placing a ********** ad for gigs, these gigs are separated by geographical area. This means that whenever someone targets a demographic, its intended for advertising to commense in that area. I'm a long time ********** account holder.  What's really going on is the collection of personal data of unsuspecting individuals. That data, is collected under false pretenses and without the consumers consent, including email addresses,  phone numbers, social demographics, and is sold to information brokers. There was never any intent to contract with anyone, therefore, it's identity theft. My experience as a litigatir will come in handy. Unscrupulous company's such as this, must be taught an expensive ******* There is no "glitch", this is a disingenuous response from the organization. Personally, I believe this is a criminal act.
  
  Sincerely,
  
  *******'s J

  

  Business Response

  Date: 08/04/2023

  Hi *******, 
  
  Thanks for responding, and we understand your sentiments regarding this matter. 
  
  In this regard, we would like to assure you that **** is a legitimate repair service company that provides a platform for technicians to deliver in-home services such *******************, TV installation, handyman services, and more. We would like to apologize again for the inconvenience caused by the technical error that led to our recruiting page being open in areas we don't service. Nevertheless, the team is already looking into this matter to prevent this kind of incident to happen again. 
  
  On the other hand, we would like to make things right for you and resolve the concerns you have regarding your personal information and privacy. Hence, we can ensure that your profile and any personal data will be deleted from our system.

   

  Sincerely, 

  **** SUPPORT TEAM

   

   

  Customer Answer

  Date: 08/04/2023

  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,
  
  *******'s J

• Initial Complaint

  Date:07/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid $89 for a technician come to my house on 7/5/23 and assess an issue with my washer. The technician could not diagnose the issue and gave me his cell phone number to contact him about the issue stating that he would return to try to figure out what was wrong. When I tried to text his cell number to ask questions he would not respond. During the process he told me several issues that he thought it could have been but none of them were the issue. He never told me what was actually wrong with my washer. I contacted **** to receive a refund of $89 on a service that I did not receive and was told no.

  

  Business Response

  Date: 07/28/2023

  Hello *****,
  
  We are terribly sorry since the tech failed to properly diagnose your unit. We value the time of our customers whenever they do business with us, which is why we understand that having such failed appointment has caused you inconvenience. We also apologize for the unresponsiveness of the technician when you had your questions regarding the diagnosis. Please know that we will apply appropriate actions when handling this concern internally.
  
  After further discussion with the team, we have decided to honor you a refund of $89 for the service call appointment that you had with us. Please wait for 3-5 business days for the refund to reflect in your account, but please note that the number of days may depend on your bank policy.
  
  Thank you for your understanding.

• Initial Complaint

  Date:07/25/2023

  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.

  **** does not hire qualified technicians and has failed to adequately and professionally repair submitted claims. Additionally, **** techs caused damage to my home when working on a repair and never actually repaired it to its original state. Lastly, **** failed to repair my washer and after submitting a guarantee claim to ****, it refused to make the repair. Whenever I call **** to inquire about the repair, the agents hang up on me.

  

  Business Response

  Date: 07/31/2023

  Hi ******,

  Thank you for getting back to us and for your patience as we evaluated your case.

  After reviewing the details with our in-house technician, it was determined that the original repair on the timer is correlated with the control board repair currently needed for the washer as a control board and timer would need to work hand in hand. This confirms that the repair on the timer which was done was necessary.Our team has checked on covering for the currently needed repair, however, it appears that the repair cost would already exceed the $1000 maximum coverage for unit over 12 years old as laid out in your plan. As the initial repair was deemed necessary, the $429.35 cost of that repair is considered valid as a used amount in the coverage. Adding this amount to the quote of the currently needed repair would exceed the maximum, and due to that, a reimbursement of the remaining amount of your coverage has been approved. The total reimbursement approved is $570.65.

  May we please confirm a PayPal account, and the email address associated with it for us to process the reimbursement?

  We look forward to your response.

  Kind regards,

  **** Support Team

• Initial Complaint

  Date:07/23/2023

  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.

  7/1/23: Service technician arrived to give diagnosis/estimate to repair refrigerator.Estimate: $355 for 3 parts+tax, $562 for labor (services). The parts were an overload, a relay and a condensor fan motor.Technician required a 15% deposit for ******* Services" for $84.29. I pay for today's service call and the 15% deposit for future repair service. Return visit scheduled for 7/7.Technician texts me on 7/6 saying can only locate one of the parts so far (the condensor fan motor) and needs to move schedule out one week. Also says manufacturer recommends replacing additional part for another ~$900 for parts+labor. I say $1800+ is too much for a 20-year old refrigerator and tell him to cancel the service. He says he understands and that there will be no cancellation charge.I didn't receive a refund for my deposit after several days and call support who says it will take a few more days to process. Nothing received after several days so I start emailing support every day to inquire about an update with no response.I ultimately receive an email response on 7/21 stating no refund will be honored because parts that were ordered on my behalf can not be returned and instead offer me $50 off on future service. I checked the manufacturer's official parts web-site for the one part he said he was able to find at the time I cancelled and it is fully refundable within 30 days. I paid a deposit for ******* Services" which were cancelled well in advance and never rendered and am entitled for a full refund of that deposit. The part that he supposedly purchased on my behalf is fully refundable on every web-site I found it on including Amazon where it lists for as low as $31. In addition, the additional part he recommended I replace for an additional $900 doesn't even exist in my model refrigerator. He even took a picture of the manufacturer's label on my refrigerator showing the model and serial number clearly.The **** Service ID for this transaction is 1048740_1324499

  

  Business Response

  Date: 07/25/2023

  Hello, ********* 

  
  Thank you for bringing your concern to our attention.  We sincerely apologize for any inconvenience brought upon by this situation and hope you can give us a chance to improve your experience with ****, at the very least.

  
  The team checked and reviewed the appointment that you had with technician Kal. We would like to clarify that we do not procure parts from ************* or any other online shops as they do not have warranties on the parts, and we cannot be sure if it would work. We are getting it directly from the manufacturer or a certified OEM parts seller such as GE, Whirlpool, and ***** as to why the price is much more expensive. And since the part model procured is uncommon to the market, there is an imposed liability from the part seller. 

  
  Albeit to this, the team decided to approve the refund on the deposit you paid which amounts to $84.29. 
  We will be reaching out to you directly to verify a few details to process the refund. 
  
  **** SUPPORT TEAM 
  

  
  

  Customer Answer

  Date: 07/27/2023

  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:07/17/2023

  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.

  I've used **** several times and recommended them countless times in the past as being quick and reasonable. I had my dryer serviced last Friday and was charged over $400. I got texts from both **** and the technician all weekend looking for payment. I pulled up the payment link Sunday and noticed that the part was $105 and $320 was labor. The tech was here 27 minutes (Ring video to prove). There was even a charge for an extra 30 minutes of labor? (Do the math on that one). The technician texted me on Saturday stating that he could not accept any more work until I paid. Does **** really do that, seemed Shady! No more for me.

  

  Business Response

  Date: 07/18/2023

   

  Hi ******,
  
  Thank you for sharing your experience and I'm truly sorry you had a less than positive experience.
  
  After review and discussion, we were able to make adjustment on your bill for the Dryer repair rendered by the technician. The extra 30 minutes of labor was taken off. We understand you mentioned that the technician only spent 27 minutes, however, ****' standard pricing estimates are based on the average rates in and around your state. Our technicians do not base the repair cost on the time they spent working on the appliance, the pricing is determined by which part is needed to be replaced. We sent you an updated payment link that you may use to make your payment. 
  
  
  Thank you once again for your patience and understanding towards the process. 

   

  Customer Answer

  Date: 07/18/2023

   
  Complaint: 20333937
  
  I am rejecting this response because:

  Stop acting like you are doing me a favor taking off the EXTRA 30 minutes of labor that you tried to sneak in.   EXTRA 30 minutes does not exist when the tech was here for 27 minutes unless there is some new math that I am not aware of.
  

  Rates in my state are not $600 labor rate for dryer repair,you need to do some rechecking.  Ive been spending my time reviewing your site and going back to my recommendations in my community forums clarifying to people that I was mistaken recommending ****.   Very shady trying to slip extra time in when the EXTRA time is more than the actual time onsite.   Even without that extra time it comes out to a $500 per hour labor rate which IS NOT in line with my area.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 07/21/2023

  Hello, ************* 
  
  Thanks for your response. Apologies for the confusion and if we ever misconstrued our intentions to resolve this matter. It is beyond our intention to cause any misunderstandings and negative sentiments on your end. 
  
  After reviewing the appointment that you booked, the technician replaced the heating element and also cleaned the vent in your appliance; thus, the breakdown of the charges given as follows:
  
  DRYER VENT CLEANING - $29
  HEATING ELEMENT REPLACEMENT - $219
  HEATING ELEMENT (PART) - $105
  SECURITY AND SUPPORT FEE - $14.90
  (less coupon voucher)        - (-$35.30)
  TOTAL (after tax)              - $332.60
  
  The team have deliberated and looked further into the appointment, and it has been decided that we can add another $50 discount on top of the coupon that was applied. 
  
  In case you want to proceed, let us know so we can assist you. 
  
  
  Best Regards, 
  **** SUPPORT TEAM
  
  

• Initial Complaint

  Date:07/16/2023

  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.

  Horrible experience. They sent a technician out and he said the motor needs to be replaced on my refrigerator. He replaced the motor and they day after it started making a loud noise. I paid almost $400 for the replacement and called customer service and the sent another technician out finally. This technician took my moms hair dryer and melted some ice and left. Not even 30 minutes after he left the loud noise started again. Its been almost two months now and they will not send someone to fix it and every time I call they say they are looking over the file. This company does horrible work and takes peoples money. The advertise 90 day guarantee and its no more than a false advertisement. Now the refrigerator is not cooling again which was a waste of money since the repair was not done correctly. They have not tried to reach out and make things right regardless of all the calls I have placed to them.

  

  Business Response

  Date: 07/19/2023

   

  Hello ******, 
  
  
  Thank you for sharing your feedback and we are sorry you had a less-than-positive experience. 
  
  After review and discussion with the team and the technician, he originally replaced the fan motor since the original issue with the appliance was - "Not cooling". He went back to re-inspect the appliance at no cost since the repair is still within our 90-Guarantee and confirmed that the sensor is needed to replace which is not correlated to the original repair as the fan he initially installed is working fine. Hence, we regret to inform you that we are unable to honor a refund for the initial payment made as the initial part needed was replaced, and a repair was rendered making the charges valid. 
  
  
  We would still love to assist you and provide $50 discount towards the additional repair if decide to proceed. 
  
  
  
  Sincerely, 
  **** Support Team
  
  

  Customer Answer

  Date: 07/19/2023

   
  Complaint: 20329651
  
  I am rejecting this response because:
   First of all the original technician changed the motor which started making loud noise. The 2nd time you sent someone different that said nothing about a sensor and only stuck my mothers hair dryer to some ice to melt it. He said the ice was causing the motor to make the sound. Nothing was mentioned about a sensor. He left and the sound started back. What he didnt didnt help and now its not cooling and motor not working. I spoke to another repair company and this talk of a sensor is just an excuse for you to get out of making this right. Im paying another company to fix it and has nothing to do with a sensor. Maybe if you would have sent someone out you would have seen this yourself but you didnt. Instead you gave me the run around and had no interest in helping. What you are doing is no different than a thief coming in my house and taking my hard earned money. I should have read the bad reviews on BBB before hiring you. It would have saved me money and aggravation. 
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 07/21/2023

  Hello, ************* 
  
  Thank you for your response and for sharing your sentiments, we totally understand where you are coming from. 
  
  Our most sincere apologies once again. 
  
  For us to review and re-escalate your request with the team, may we request that you forward the repair report or diagnosis report of the technician that you consulted with? 
  
  We will then proceed to deliberate and compare both technicians' inspections and services provided. 
  
  Hoping for your cooperation and understanding. 

   

  Best Regard, 

  **** SUPPORT

• Initial Complaint

  Date:07/14/2023

  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.

  We needed a minor repair on our dishwasher. I contacted this company to send a technician to repair the problem. The technician they sent broke an unrelated part of the dishwasher, said "oh no," left to go buy super glue, glued the piece he broke back, reassembled the inside of the dishwasher, and told the company that he fixed the issue. It was absolutely not fixed, obviously.They kept sending an invoice to be paid for the service. I called them to tell them that nothing was repaired. The original problem wasn't repaired, and their tech broke a piece of the dishwasher and then tried to glue it back together, and then left. The problem was never fixed, he just reacted more problems. They said they'd waive the charge and send someone out the next day to fix it.Well, "the next day" is today. No one showed up, and we're still getting invoice charges. My wife called customer service to find out how much longer it would be before the new tech showed up, and the representative said that there wasn't anything scheduled for a new tech, and they would send one out tomorrow. Not only that, but there were no notes from the previous calls about the issue.She was asked for proof that the tech didn't fix the issue and broke the clasp holding the sprayer arm assembly. This was because the initial tech marked the repair as completed, and that there was nothing more that needed to be done. He even took a picture of his finished work (as I referenced in the first paragraph).Now, it's been three days that we've been waiting to figure out how to get this issue resolved as soon as possible. We had company come over today, and we have two small children. We really need our dishwasher to work, and this whole fiasco is incredibly infuriating.Not only are their technicians apparently useless, they're dishonest. Also, not only are their customer service representatives incompetent, they're also awful at documenting.

  

  Business Response

  Date: 07/21/2023

  Hello, *********** 
  
  Thak you for bringing this to our attention and we sincerely apologize for the bad experience that you had with us during the technician's inspection visit. 
  
  We never wished to disappoint you nor leave you with a less-satisfactory experience; thus, we hope that you will give us the chance to resolve this matter. 
  
  After checking and reviewing with the team, a reimbursement has been approved for a maximum liability amounting to $750 in accordance to our policy terms.
  
  We can process the reimbursement either PayPal which *** take 3-5 business days or thru check that *** take 3-5 business weeks. 
  
  Please let us know on how you would like to proceed. 
  
  
  Sincerely,
  **** SUPPORT TEAM

  Customer Answer

  Date: 07/22/2023

   
  Complaint: 20324740
  
  I am rejecting this response because:

  I don't want there to be confusion between this incident, and the other incident involving the second technician you sent to our house, who left the dishwasher drain hose off of the garbage disposal, which led to water damage in our ceiling and flooring.

  The estimate for those repairs are $900, and $750 isn't enough to cover the damage your second technician caused.

  We're beyond the damage that the first technician caused, because the second technician said we needed a new dishwasher, which we already purchased.

  All we are looking for is to have the damages caused by your technician paid for, and then move on.

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

  

  Business Response

  Date: 07/25/2023

  Hello *****, 
  
  Thanks for your response. We understand your sentiments; hence, the team decided to deliberate on your concern once again as we want to improve your experience with ****, at the least. 

  The management have come up with a decision to reimburse a total amount of $900 to cover the damage.

  **************** will process this so please expect your funds to go back within 3-5 business days. 
  
  In case the funds are not reflecting or haven't been received yet, you can always reach out to us. 
  

  
  Sincerely,
  **** SUPPORT TEAM

  Customer Answer

  Date: 07/25/2023

  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:07/14/2023

  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.

  The person they sent to my house, *****, I thought was very nice and helpful. Until later, when looking over the work that he did after he left, I noticed that he never changed the circuitboard like he said that I needed. I dont even know what made me take the back off and look. I almost wish I didnt. The one in my refrigerator and the one that he showed me were totally different. I mean basically he ripped me off. He charged $528 for work that was not completed, $264 for a part that was not installed. I feel horrible! Dont they run a check on these people or something? Im sure that theres nothing that can be done. All I know is I will never use this company again.

  

  Business Response

  Date: 07/17/2023

  Hi *****, 
  
  Thank you for bringing this to our attention for us to take a look at your concern. We are very sorry for the inconvenience caused by what happened and we never intend to leave customers unsatisfied with the service. 
  
  In regard to what the technician did, we have already submitted an incident report to the Tech Engagement Team for proper investigation and sanction, 
  
  On the other hand, the team have deliberated and reviewed your complaint on what happened during the technician's visit. The team have decided to refund the part cost amounting to $230. We will be directly reaching out to you so we can proceed with the next step for the refund. 
  
  Thank you for your patience and understanding. 
  
  
  **** SUPPORT TEAM

  Customer Answer

  Date: 07/17/2023

   
  Complaint: 20320782
  
  I am rejecting this response because:

  If the cost of the part was $230 and the cost of installing it was $264, which neither things were done to my refrigerator, because he never replaced the board, than why would I accept that?

  Since all the repair man did was defrost my refrigerator then why wouldn't I only pay a service call fee which according to their website is $89. I don't understand that "offer" at all.

  Also, the service man said the cost would be "around $200" before he said I needed the circuit board. The most I should be responsible for is $200. 

  I have attached a copy of the invoice I received.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 07/21/2023

  Hi *****, 

  Thanks for your response. 

  We have re-escalated your concerns with the team and after further deliberation, a refund of $98 is approved on top of the initial amount refunded. 

  We will be sending you an email as well for the confirmation of your Paypal account in case you want to proceed. 

  Let us know if you have further questions or concerns regarding this matter. 

   

  Best Regards,

  **** SUPPORT TEAM

  Customer Answer

  Date: 07/25/2023

  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 only if the total amount is $230 + $98 = $328.
  I would like them to acknowledge what the total refund will be, which would be $328, then yes I will accept that. I have so far not received any refund yet to date. Thank you for your help.

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

• Initial Complaint

  Date:07/07/2023

  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.

  Company came out in May 2023 to repair washer. I was charge 303 dollars which was fine. The next Month I Received an email about stating that i need to pay a monthly fee of ***** . I called and stated that I didn't realize there was a monthly fee since I just needed my washer fixed once. I have no needs to repair anything else in my home insurance covered everything. They said ok they will send me a cancellation and I was jot told that they would charge me a few of *****. This amount was never disclosed. I called the company and they refused to refund the money. As a single woman I am always looking out for scams and I wouldn't have agreed to pay monthly for a service I didn't need or could afford. They claimed that i received a discount amount for fixing my washer which was not disclosed at that time or I would have went with another company.

  

  Business Response

  Date: 07/11/2023

   

   

  Hello *********,  

  
  Thank you for sharing your experience and we are truly sorry you had a less than positive experience. 
  
  After checking on the appointment, our record shows that you were sent a secured Payment link which gives you the option to choose the discounted price with the membership and a price without. Upon payment, you chose the discounted option with the Membership. 
  
  We do not usually honor refund for membership as this is non-refundable, however, after deliberation with the team, we can only refund the chargeback amounting to $85.82 as we are unable to refund the membership fee. 

  
  May we please confirm if the last four digits of the Master card that was used in settling the payment ending in **** are correct so we can process it right away? 
  
  
  Best regards, 
  **** Support Team