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:09/27/2022

  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.

  Hello,I would like to file a complaint against ****. After finding a technician through a ****** search I was connected to ****. The technician was wonderful, so I decided to purchase a home warranty program. I have owned the full house membership two months. I delightedly shared my purchase to all of my neighbors encouraging them to also sign up. However My HAVAC went out yesterday (9/25/22). I used the app to report my claim no less than 4 times that day. It never did anything. I put in all of my details and then the app did nothing. No thank you, someone will call you. No nothing. Therefore, I called the support number 3 times in the course of the day! The first told me to wait and I would receive a call back. The second said maybe I should uninstall and reinstall the app. The third said they would connect me with someone to help me and hung up on me. Completely confused even after calling, I booked an appointment in the app for a service (not a claim - since that did nothing) to have someone come out. I was given between 4:00 5:00. A few hours later, I was texted and emailed I must reschedule at the earliest two days from now because they were busy. It has been over 24 hours and I live in ******. I need working HVAC. This is not what I thought I signed up. I am ok to wait but not just be hoping someone might or might not call me. I was so confused and unsatisfied I sent an email to cancel my membership the following day and explaining my troubles. They had the nerve to send me a bill! Sales Security & support fee waiver$12.42 Protection Discount$100.27 Cancelation Fee$25.00 Subtotal$137.69 Sales Tax$11.43 Total$149.12 Paid with: **** ***************** I replied that I was unsatisfied and got no service and that I desired a credit. I also told them that that I would report them to you if they did not rectify this matter. I have received no response.Thank you for your assistance.*************************

  

  Business Response

  Date: 09/27/2022

  Hi ******,
  
  
  
  Thank you for providing your feedback and letting us know about this issue. Were sorry to hear of your less-than-satisfactory experience and hope you will accept our sincerest apologies.
  
  
  We tried calling you to discuss your concern in detail but to no avail. After checking the details of your appointment, we can honor a full refund for the chargeback amounting to $149.12. We would like to confirm the last for digits of your card so we can process it right away.
  
  
  Thank you for bringing this to our attention. Hopefully, ou will give us the chance to improve your experience.
  
  
  **** Support
  
  

• Initial Complaint

  Date:09/25/2022

  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.

  The nature of my dispute is how **** conducts their warranty service.It is not adequately explained to the consumer purchasing the warranty. My husband had a technician fix our dryer sell him this warranty product. The warranty does not cover future repairs, it only 'reduces' the cost of those repairs.The fee that was quoted to my husband for the warranty was $7.99 the actual amount deducted monthly was $8.45.When we questioned this there was no explanation given. When we stated we wanted to cancel the warranty we were sent an email to do so but we were not told that there would be a cancellation fee charged. If the purchaser wants to cancel the warranty a cancellation fee is charged. The fee that was charged was over 4x the amount of the monthly fee. $35.11.The consumer is not quoted any of this in writing. I feel this wrong.I would like a refund of the cancellation amount only. Not the monthly fee that was charged for approximately 4-5 months.I feel that the business practices of this company should be evaluated as they seem to be less than fair to the consumer.

  

  Business Response

  Date: 09/25/2022

  
  Hi *****,
  
  
  Thank you for speaking with me today. We were sorry the plan was not fully explained to you. As discussed, our team has approved a refund for the chargeback amount of $35.11. Please wait for 3-5 business days for it to be processed.
  
  Thank you for your understanding on this matter.
  
  
  **** Support

• Initial Complaint

  Date:09/23/2022

  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.

  In short, if you have an appointment, you do not have an appointment. Booking an appointment, means they will try to find a local company to service you. If they don't find someone, they will not contact you and you can contact them to book another 'appointment'. This will repeat itself over and over again until you give up. They are advertising services they do not provide.

  

  Business Response

  Date: 09/24/2022

  Hi ******,
  
  
  
  Thank you for taking the time to tell us about your experience. We understand your frustration and we take responsibility for this issue. We have reviewed the details of your repair request and we deeply regret that we did not have any available technicians to provide service on your preferred schedules. 
  
  We truly care about all our customers. We deeply regret that this happened on your repair request. The timeframes indicated on our website are simply the common schedules that our technicians in different states are available. We offer same-day or next-day service to most of our service areas however at times due to unforeseen circumstances and a limited number in your market, those time frames are not met. This is the reason why we manually reached out to every technician we have to check if they can get to your preferred location at your requested timeframe. We understand that your time is important, and we deeply regret that it was wasted.
  
  We have notified our team regarding this issue, and they are currently working on a better resolution when it comes to scheduling. We are putting ourselves in your shoes to completely understand your displeasure. We do hope that you will consider our amends. We would still love to assist you, offering a $20.00 future discount for any future appointment on other services we offer. This is the least we could do to somehow alleviate this issue. 
  
  
  Thank you very much for letting us reach out and make things right. 
  
  
  Best Regards,
  **** Support
  
  

• Initial Complaint

  Date:09/19/2022

  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.

  On March 19, 2022, a technician scheduled from completing an online request to ****, came to my house. The technician replaced the pulley system, belt, and wheels on the back part of my dryer drum. On April 4, 2022, I again contacted **** via online, and they scheduled a technician to come to my house to tighten the top and side panels of the dryer because the original technician left them off. **** stated that I needed to pay the $89 plus tax service call, but I explained to the technician this appliance had a 90-day warranty from the initial work done on March 19.On September 12, 2022, I contacted **** again, via online, and requested service on the dryer. I am completely aware the 90-day warranty has expired. On September 16, 2022, the technician scheduled by **** arrived to my home. He took the dryer apart and located what appeared to be the problem, which was worn wheels on the front part of the dryer drum. He ordered three new wheels, scheduled my appointment for September 19, 2022. I paid $114 for his service call. Later the evening of September 19, **** contacted me and said they could not schedule the appointment for September 19, 2022, until I paid for my outstanding balance from April 2022. I tried explaining to the **** company that the April 2022 service was under warranty. The individual I spoke with stated that someone from the warranty department would contact me.On September 19, 2022, I had not heard from the warranty department, so I called **** at **************. The gentleman I spoke with put me on hold to "review my information". When he returned to the line, he reported that because I scheduled the technician to come out in April, the warranty was not going to be honored. I explained to him that I contacted **** via online and that I cannot schedule appointments. He argued that I should have contacted the original technician from March. I did not receive contact information for any technicians and was unaware that by requesting for service

  

  Business Response

  Date: 09/19/2022

  Hi ********,
  
  We tried reaching out to you but to no avail.
  
  First is we would like to apologize on how the appointment was handled and we would like to reach out to you to make this right.
  
  We will be closing out the appointment on April 5 and will not be collecting payment for the service call fee. We will let the technician proceed with the follow up repair.
  
  Kindly respond to the email sent to you if you have any questions or concerns.
  
  Thank you,
  **** Support

  Customer Answer

  Date: 09/20/2022

   
  Complaint: 18044723
  
  I am rejecting this response because:

  The company reached out to me via call (left a voicemail) during my work hours and a text message. After work, I followed up with the business to inquire about the appointment scheduled for 9/19/22. After speaking with the business, they informed me the technician would be coming to complete the work. The technician, ***, called and told me who could not make it due to the parts needed for the repair not being available. I informed him that I was able to purchase the parts via ********************** I also told him that the cost for the parts he had applied to the invoice would need to be removed since I purchased them out of pocket. He told me I would need to contact the business before he could confirm coming. I again contacted the business, sharing with them I purchased the required parts. I was told they would subtract the cost of the invoice to reflect this amount. The company also assured me the technician would be coming to complete the work. The technician did not show up and when I called the company to report this, I was informed it would have to wait until 9/21/22. There was no indication of a discount for failure to follow through with the originally scheduled appointment. This entire situation has caused me to make adjustments to my schedule and it has been a complete inconvenience.

  I would also like to share that the company charged me $441.94 back in March 2022 to replace rollers, belt, and pulley system on my dryer. I am unable to attach the invoice because it is hyperlinked in the email I received from ****. However, the invoice reflects the technician charged $279 for labor, which only took 1.5 hours to complete. That is almost double the cost for the parts ($141). I understand individuals and companies need to make money, but to charge almost $300 for a 1.5 hours of work is outrageous. I shared all of this with the **** company, and explained to them I would like a complete breakdown of the next invoice prior to me paying.
  

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

  

  Business Response

  Date: 09/22/2022

  Hi ********,
  
  
  We sincerely apologize for the less than a negative experience with the service.
  
  
  We know it has been frustrating and we appreciate you taking the time to speak with one of our representatives today. As discussed with you over the phone, we have requested a new technician on Sunday between **** AM. Our team will let you know once we can assign a technician for you. 
  
  The quote for the labor will be provided by the technician before the repair. Also, to avoid issues with the payment process, we have endorsed a refund for the 15% deposit you initially paid. As promised the $30 discount will be applied to your next appointment. You may also refer to the email sent to you and let us know if you have concerns so we can assist you.
  
  Thank you for your patience and understanding on this matter.
  
  
  **** Support

  Customer Answer

  Date: 09/27/2022

   
  Complaint: 18044723
  
  I am rejecting this response because:

  The technician that **** scheduled for 9/25/22 for an appointment between **** am, arrived at 9:23 am. I had to explain to this technician, **** what the original technician, ***, diagnosed as the problem from his 9/16/22 appointment. **** was unable to complete the job *** started back on 9/16/22, because **** reported he needed additional supplies/parts. After carefully considering the money and time I have spent trying to get this 13 year old dryer to work, I could have bought a new one. That is what I did; I bought a new dryer on 9/25/22 and on 9/26/22, I called **** to cancel the appointment **** scheduled.

  I will not recommend **** to other people due to the lack of communication between the customer, the contracted technicians **** scheduled, and even the lack of communication within the company with one another. 

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