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:06/27/2023

  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 just want to preface this by saying my Maytag is only 3 years old.Friday the 23rd, I scheduled repair for my washer. Saturday morning the 24th, *************** spent 2 hours looking over the machine. Couldn't find anything but a dime in the machine, said that ***** have caused friction. Ran it through a quick cycle check, and left. No parts, nothing done to the machine, ******, plus ***** tip. I have emailed them 5 times, to send someone back out. I have not heard a word from them. I am not asking for a refund from them, except the service charge which was *****. All I wanted was for him to come back out and look at it again, and they do not answer my emails or texts. **************** is so important if you want to survive.

  

  Business Response

  Date: 06/29/2023

  Hi *****, 

  
  Thank you for bringing your concern to our attention. 

  
  We truly apologize for the inconvenience caused by this event and for being unable to attend to your concern to the best that we could. We value your time and we hope that you can give us the chance to rectify this issue. 

  
  **** provide a 90-day ***************** coverage on every paid part, repair, and installation. Since the technician repaired the unit last 24th of June, you are eligible for a Guarantee Claim. In this regard, the technician was able to confirm that he could go back to check and inspect what caused the issue to arise. Please be advised that this is free of service and no charges shall be paid upon his reinspection. 

  
  We have set a schedule for his return on Friday. June 30, 2023, between 9 AM-11 AM.  In case the time or date is not convenient for you, please reach us at ************** for immediate assistance. 

  
  Best regard, 
  **** SUPPORT TEAM
  
  

  
  

• Initial Complaint

  Date:06/24/2023

  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 Thur 5/25, I contacted **** to send a technician to repair my dryer. The technician evaluated the issue, then said he would return Sat 5/27. I had to pay $144.23 for the first service call. On 5/27, he returned and fixed the dryer, but broke the dryer k*** in the process. He shoved something into the k*** to temporarily hold it in place. I had to pay $249.94 for this service call. The technician said he would return to fix the k*** He never did and he disappeared. I have to use a pair of pliers to adjust the dryer settings. I complained to **** service contact via ********* phone, and email. Their customer service contacted me via email. During much back & forth, they said they would send another technician, but I would be charged a service fee, then finally said I didnt have to pay. They sent a different technician on June 1st. The 2nd technician arrived with no explanation of the situation, expecting not only to be paid a service fee, but would also have to buy the part & return to install it, all of which would cost several hundred more dollars. I said no, this is not what I was promised. The technician called the **** dispatcher and was told they would send a replacement k*** directly to me at no cost. I never heard back. I emailed again and asked them to send the k*** They said they could send it, but it would void my service warranty. (This is a dryer knobyou just put it on, no installation). Much more emailing back and forth Finally, they said they would send another technician (because the last one wasnt responding, probably because he didnt get paid by the company to do a warranty service job?) who would come place a new k*** on my dryer. On Fri 6/23 a technician arrived. Again, no communication to the tech so he had no part and was expecting to be paid by me. Again, he called **** dispatcher and was told they would send a replacement k*** at no charge and would not void my warranty. Again, nothing happened and **** says they cant do that.

  

  Business Response

  Date: 06/29/2023

  Hello, ***************

  Good day!

  
  Thank you so much for informing us about your concern and also for providing us with the details of the past appointments. It was certainly helpful in the deliberation. 
  We truly apologize for the inconvenience caused by this event and for not being able to provide you with the service that you were expecting from us. We value your time and we hope that you can give us the chance to rectify this issue. 

  
  We have set a schedule for the technicians return on Friday. June 30, 2023, between 1-3 PM. No worries about the charges for the k*** replacement as this has been already covered under your ***************** Claim. 

  
  In case the time or date is not convenient for you, please reach us at ************** for immediate assistance. 

  
  Best regard, 
  **** SUPPORT TEAM
  
  

  
  

  Customer Answer

  Date: 06/30/2023

  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.
  

  The technician arrived today and replaced the dryer k*** It is working now. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/17/2023

  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.

  These guys ripped me off. I had a technician come out to the house. He didnt say a word. He pulled the fridge apart, looked at some things, rewired a relay switch in the back, and put everything together. He said it would take overnight for the fridge to cool down, but it WILL work. He then asked me to pay for the repair. $400! Never did he go over the price before doing the repair or mention the possibility that this was not the actual repair that would fix the fridge. And they never sent a receipt. Come a day later, and the fridge did not cool down. I called the company and they said the technician did everything right! What, not repairing anything is right? They refused to refund me or fix the problem. Not the way run a business.

  

  Business Response

  Date: 06/21/2023

   

  Hello ****, 
  
  
  Thank you for sharing your experience and I'm truly sorry you had a less-than positive experience. 
  
  After deliberation with the team, we are unable to honor a full refund as we would need to deduct the $89 service call fee as this fee was used to connect you with the technician who traveled to your location and diagnosed the unit. However, we can now go ahead and process a refund amounting to $296.76. 
  
  May we please confirm if the last four digits of the **** Card that was used in settling the payment ending in **** are correct so we can process it right away?
  
  
  Best regards, 
  **** Support Team 
  
  

  Customer Answer

  Date: 06/23/2023

  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 upon receipt of the funds offered.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/15/2023

  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.

  2 Weeks ago I scheduled a tech to come take a look at my brined washing machine. An obviously unknowledgeable tech showed up who recommended ordering a new part. I asked if they could order it and come back and install it once delivered. Fully ready to pay for the part and another visit, I waited a week with no word. Called texted and emailed the tech. No response. Reached out to customer service.. no response. After another week I finally heard from customer service who said that they emailed the tech (which I already did a week earlier). At this point Im 2+ weeks without a washing machine and totally left out to dry.This company stole $90 from me.

  

  Business Response

  Date: 06/18/2023

  Hello Van, 
  
  Thank you for bringing this to our attention. We sincerely apologize for the inconvenience that we may have caused as the supposed repair follow-up appointment is long overdue. 
  
  The team has carefully reviewed your concern as well as the details of the appointments that you had with us and it has been decided that we will refund the service call fee that was paid on June 05, 2023. 
  
  We have also sent you a separate email regarding this matter as well.
  
  Thank you so much for your patience and apologies again for the inconvenience. 
  
  **** SUPPORT TEAM
  
  

• Initial Complaint

  Date:06/15/2023

  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 set up an appointment with **** to service my washing machine. A technician arrived on Friday June 2 2023. His name is *****. I informed him that I had heard a bang from the washing machine one time during the spin cycle. After checking the machine for what I believe was about 30 minutes he let me know that there was nothing wrong it. He asked if the bang had annoyed me. I let him know that it did not. I just wanted to make sure nothing was wrong. He let me know that if clothes in the machine are unbalanced the washer would do a self leveling and it would make a banging noise. I went to get my credit card and a tip. I was speaking with my kitchen contractor and then realized that about 20 minutes went by. I went back to the laundry room and asked if he was ok. He said I fried your board. I asked exactly what that meant. He said he decided to run a diagnostic on the machine before he left and thats what happened. He apologized several times but added that he was on the phone with the company and would be back in four days to replace the board. No one from the company called about the occurrence. Four days later I called the technician to ask where he was. He informed me that the board was no longer being made. Also that it wasnt even possible to rebuild it. He asked that I text him my information to send to the insurance company. He said someone from **** would call me by the end of the day. No one did. I called them. They said that they were aware of the problem and someone would call the next day which was Saturday June 3 2023. No resolution. I called them. Got an apology but no resolution. Called Sunday. Spoke with ****. Very pleasant No resolution. Called Monday. No resolution. And so on until Thursday June 8 2023. A woman told me that I would need to let another technician come to my house to verify the problem. Great. Next day Faud the technician arrived. He stated yes, your board is fried. And I asked to verify that this was nothing that I could have caused correct? He said absolutely not. He said he was filing a report and again **** should call me by the end of the day. **** called me back later in the day to make sure that I was taken care of to which I replied no call. Once again I called them. Each person each phone call let me know that the matter had been escalated and a higher up would call the next day. Even as of todays phone call June *********************************************** the notes the admission from the first technician ***** that he was responsible. Everyone I speak to acknowledges the problem. They admit the technicians wrong doing but they wont take care of the problem. I have to do laundry for four people and incur the cost of that on top of the aggravation and time consuming calls. Id really appreciate help.

  

  Business Response

  Date: 06/16/2023

   

  Hello *****, 
  
  We would like to sincerely apologize for this experience and for the inconvenience caused by the technician. 
  
  Our normal process in the moment that ************** damages an appliance, we go through reimbursement of the depreciated cost of the appliance depending on the age from it was manufactured. Checking on the model of your appliance, it depreciated to zero. However, after deliberation with the team, we can go ahead and process a reimbursement of $750 which is our maximum liability that you can put towards a new unit and we have on the attached link is a different model, but a very close match of your appliance.

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

  Please let us know how you'd like to proceed. 

   

  Sincerely, 
  **** Support Team
  
  

   

  Customer Answer

  Date: 06/17/2023

  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,
  
  *********************

  Customer Answer

  Date: 07/06/2023

  . I am wondering how much time a company has to pay what they agreed to? My complaint is number ********. **** Technology agreed to pay on June 17

  

  Business Response

  Date: 07/06/2023

  Hello, *********** 
  
  Thank you for informing us about this matter. 
  
  On the other hand, we sincerely apologize for the delay in processing your reimbursement and for the inconvenience caused by the delay. 
  
  Nonetheless, we can proceed with the next step. We would like to check with you for the reimbursement method of your choice before we get it processed. The check reimbursement will take 5-7 business weeks whilst PayPal reimbursement will only take 3-5 business days. 
  
  Please let us know which method you prefer. 
  
  P.S. we have also sent an email regarding this matter to your email address at ***************** where you can directly reply for immediate action. 

   

  **** SUPPORT TEAM

  Customer Answer

  Date: 07/17/2023

  I apologize if I seem to be somewhat impatient. 
  The team at **** reached out to me. They once again asked if they could proceed with my payment. 
  I am not sure what the hold up was but yes, please proceed with payment. 
  They advised that a check would take 5-7 weeks. 
  If we chose PayPal it would only take 3-5 business days. 
  So we set up a PayPal account and let their team know that they could proceed with our payment through PayPal. 
  Now five business days have come and gone and we still have not received any payment whatsoever. 
  We emailed them for an update but got no response. 
  Not sure what to do at this point. 
  

  
  

  

  Business Response

  Date: 07/17/2023

  Hi *****, 
  
  Thank you for informing us about this matter and we are very sorry for the delay in processing the reimbursement. 
  
  Our Team have sent you an email requesting to confirm the email address associated in your Paypal account. 
  
  Once confirmed, it will be endorsed to **************** for processing. 
  
  Apologies once again for the late action and incurred inconvenience. 
  
  
  **** SUPPORT TEAM

• Initial Complaint

  Date:06/14/2023

  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.

  On 6/10/23, a **** technician (*************************) was sent to my home to repair my washing machine. I told him the error codes shown on the machine that indicated an electrical problem, but he was dismissive and told me that the problem was the door latch mechanism, which he replaced, costing me $421.90. I was told the repair had a 90-day guarantee. After 2 successful loads, the machine stopped working, showing the same error codes again. I called **** again, and was told that a follow-up could not be scheduled until 6/14/23. On 6/14/23, ****************** called and when I told him that the same error code was showing after his previous repair, he told me that there must be a "second issue" and that a new part needed to be replaced, so nothing would be covered under the 90-day guarantee. He also said the parts he needed were not on his truck, so he couldn't complete the repair at the scheduled time. I contacted **** and was told that a new technician would be sent to see if the current issue was related to the previous repair, at which point we could discuss "next steps." The second technician called and when I gave him the error code, he told me that a part would need to be replaced and would cost an additional $600. When I asked him how he had diagnosed the issue without even seeing the machine, he told me that he put the code into his computer and could tell what repair was needed. If this was the case, why would ****************** not have done that in the first place and replaced the correct part instead of the door latch? I have contacted **** multiple times trying to get a refund of my money as they have not fixed the issue and they have refused to refund my money. I have now been without my washing machine for over a week, they have taken $421.90 of my money, and nothing has been done to fix the issue. This company is running a scam and at the very least, I should be entitled to a refund of my money for the repair that they never completed.

  

  Business Response

  Date: 06/16/2023

   

   

  Hello ******, 
  
  Thank you for sharing your experience and I'm truly sorry you had a less-than positive experience. 
  
  After further deliberation with the team, we regret to inform you that we are unable to honor a refund. As per the review and discussion made with the technician, there was a probable cause to replace the door lock in the initial visit as it was failing to do its purpose, which proved to allow the appliance to function.   With the unit functioning and the error code showing up again after use, this prompts a failure in the board which is an additional repair and was confirmed by the 2nd technician as a necessary step in attempting to repair the appliance. 
  
  Thank you once again for your patience and understanding towards the process. 
  
  
  
  Best regards, 
  **** Support Team 
  

• Initial Complaint

  Date:06/07/2023

  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 May 29, 2023 I woke up to find my GE refrigerator not working. I went on ****.com and scheduled service for the next day. That night (the 29th) the repairman called and said he could come over that night. He said my refrigerator fan wasn't working so he charged me $120 via Cash App to replace it. He said he replaced it but the next day (May 30) it still wasn't working so he came back and said it was a different problem that needed a $210 part, which I paid through Cash App.He said he replaced that part but the refrigerator still wasn't working so I gave him one more chance and he charged me $180 for a third part but then never came back to replace it. I texted him to at least refund that $180 but he never responded.I filed two complaints with ****.com but they didn't refund my money. Overall, I spent $510 (plus $80 labor) and I never got my refrigerator fixed. Then I called a GE service line and they sent a tech out who not only updated the software (which the ****.com guy didn't do or even seem to know needed to be done) but replaced the fan, which was the originally broken one that the ****.com *** said needed replacing.So in sum, he correctly diagnosed that the problem was the fan, but then charged me for that part plus two others, none of which he actually installed. If ****.com is going to be doing business with shady characters like that, they at least need to factor in this kind of scam as a cost of doing business and refund consumers their money.

  

  Business Response

  Date: 06/10/2023

   

  Hello *******, 
  
  Thank you for sharing your experience and I'm truly sorry for the trouble this has caused you and how the technician represented the company. 
  
  After a review and evaluation, we regret to inform you that we are unable to honor a refund as the payment you made via cash app didn't go through the right payment process of **** and it was done outside of the platform which we never received. Since technician ***** is no longer with the company, what we can do is provide you with the technician's contact information which was sent to you via email and recommend disputing the payment you made with Cash App. 
  
  Thank you once again for your time and understanding throughout the process. 
  
  
  Best regards, 
  **** Support Team

  Customer Answer

  Date: 06/12/2023

   
  Complaint: 20155689
  
  I am rejecting this response because:

  The company is not taking responsibility for hiring its own workers. I didn't call ********************* to my house--**** sent him to me. I fail to understand why it isn't their responsibility to make their customers whole after one of their employees does harm. It's fine that ********************* no longer works for them, but that doesn't help me.

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

  

  Business Response

  Date: 06/14/2023

  Hello *******, 
  
  Apologies again for the inconvenience, *************** 
  
  We want to help you to the best that we can; however, there was no payments processed with ****. 
  
  You can reach with the technician through the following details:
  PHONE: *****************
  EMAil: ***********************
  
  
  Apologies as this is what we can only do. 
  
  Best Regards, 
  **** SUPPORT TEAM

  Customer Answer

  Date: 06/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. The resolution is completely unsatisfactory to me, but as they have no interested in repairing the damage that THEIR EMPLOYEE did, there is nothing I can do but accept the resolution. What a trash company. I hope they fail quickly and everyone in management is forced to look for work at a company that actually gives a s*** about its customers.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:06/05/2023

  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 found **** company on the website April 4, 2023 I checked the reviews ratings and they were pretty good, someone from **** company contacted me I told them the problem that I was having such as the refrigerator was leaking water at the bottom one sides was not freezing and the other side was not getting cold and not making ice. **** send a technician out by the name ******* April 5, 2023, ******* gave a diagnosis that the ************* needed to be replaced we pay a total of $566.68 on my charge card with ****. ******* came out four or five times the issue was still not resolved I contacted **** server time to let them know that the issue was not resolved now **** send out another technician name ****** who came out May 19, 22, 2023 he gave a diagnosis Fan/Motor Replacement charge for that $412.61 issue still not resolved ****** was supposed to come back out May 30, 2023 didnt show up I have tried to get this issue resolved by this company but have no luck we are paying money out but issue not resolved Thanks for your assistance *********************************** ************

  

  Business Response

  Date: 06/09/2023

  Hello ***************
  
  Thank you so much for reaching out to us and also for bringing your concern to our attention.
  
  The team tried to reach out to you last month regarding this matter but to no avail. 
  
  Hence, after careful deliberation and re-assessment with the team, sadly, we cannot honor the refund as the technician explained to ** that the soundbar would not have fallen off if there's no intrusion or physical intervention since the bracket are designed as a hook for the screws to support its weight. Furthermore, since the wall is not completely flat and smooth, it affected the orientation of the bracket. 
  
  Were sorry you had a bad experience. We will use the feedback to make us better and to ensure this doesnt happen again.
  
  Best Regards, 
  
  **** SUPPORT TEAM 
  
  

  Customer Answer

  Date: 06/10/2023

   
  Complaint: 20143002
  
  I am rejecting this response because:
  I received a email from **** stating their Technician saying the ************* needed to be replaced this is from the General Support Team dated June 7, 2023 (see attachment ) and also I talked to a representative by the name of Den or *** on June 7, 2023 saying they are waiting on the parts to come in, ****  will notify me when it comes, I was not told nothing about a sound bar fallen off if theres no intrusion or physical intervention since the bracket are designed as a hook for the screws to support its weight The original complaint and still today June 10, 2023, the refrigerator is not cooling, making ice and freezing. As a customer we paid for a service with this company and our issues are not resolved.

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

  

  Business Response

  Date: 06/14/2023

  Hello ********, 
  
  Thank you so much for responding. Our apologies for the confusion on our end as the response was intended for another customer's complaint as well as the inconvenience. We never intend to cause any misunderstanding.
  
  The team has carefully reviewed your concern as well as the details of the appointments that you had with us and it has been decided that we will cover the repair under your Guarantee Claim. 
  
  We have already set the schedule for the repair on June 16, 2023, between ***** PM with technician ******. In case the schedule is not convenient for you, you can call our Support Team at ************** to coordinate. 
  
  Thank you so much for your patience and apologies again for the inconvenience. 
  
  **** SUPPORT TEAM

• Initial Complaint

  Date:05/30/2023

  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 Puls Technologies for ********** Repair. **** referred me to to *****************************, Tag Appliance, ************, *******. *********************** or *************).******************** came to my home to repair my ** refrigerator, but was not an ** certified technician. He could not order parts unless he said I persuaded ** to certify him. I contacted ** and provided them with TAG Appliance contact information. At that point, ******************** "ghosted" me and did not return text messages, phone calls or emails.I have placed a stop payment on the **** Technology $89 REPAIR service charge, because no repairs were made. **** has denied my dispute because they say they provided me a service. However, I disagree, they told me the service repair man would be ** certified and he was not.I wish to collect the $89 service charge I was billed because a ** certified technician was NOT referred to me.

  

  Business Response

  Date: 06/05/2023

  Hello ***************

  Thank you so much for reaching out to us and also for bringing your concern to our attention.

  
  We are very sorry for not being able to meet the expectation that you had for us and also for the inconveniences incurred caused by this matter. Apart from that, we would like to apologize for the technician's behavior and how he handled your appointment. Because of that, we already submitted an incident report about this to prevent this kind of instances from happening again.
  

  
  After careful deliberation with the team, we can now proceed to refund the $89 that was paid. However, upon checking, you currently have an open dispute with your card holder and we will be unable to refund you until the dispute is dropped or has shown in our favor. If the dispute is in your favor, no action by us will need to be taken as the funds will already be distributed into your account.
  

  
  Kindly let us know how you would like to proceed.
  

  
  Best Regards, 
  
  **** SUPPORT TEAM 

  
  

• Initial Complaint

  Date:05/25/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had scheduled a refrigerator repair service call 1 week in advance only to have it cancelled the day of service after the service window was passed. I then reached out to reschedule for later that day to only have it cancelled again. Rescheduled for the following day with the same results of having it cancelled last minute. Third day, same result. I paid for the monthly membership which was supposed to guarantee same day service and couldn't even get service that was scheduled a week out. I took 3 days off of work to stay home and wait for a service tech that never showed or to just have the call cancelled last minute. Numerous calls to client support did nothing to get a technician scheduled or my refrigerator repaired. After wasting 3 days and not working I still do not have a functioning refrigerator. Beware of the false promises that this company promises.

  

  Business Response

  Date: 06/01/2023

  Hello ***************
  
  Thank you so much for reaching out to us and also for bringing your concern to our attention.
  
  After checking your appointment details with the team, it has been decided that a refund will be placed, amounting to $34.99, for the membership plan that you paid. We would like to sincerely apologize for the inconvenience and for not being able to assign a technician to any of your appointments as there were no available technician in your area. 
  
  We have already forwarded the refund to our accounting department for processing. Please expect it within 3-5 business days depending on your bank's policy.
  
  Best Regards, 
  
  **** SUPPORT TEAM