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:05/05/2025

  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.

  I needed my washing machine fixed. I called ****. They send out a technician on 11-06-24. He easily identified the problem and told me that the part was not readily available. He said I would need to pay for the part in full to order it. I paid $542.84! He said he could order it and it would be in, in a couple of weeks. I did not hear from anyone, so I called the technician and he said it was back ordered and it would take a couple more weeks! I waited patiently. I called him back and he did not answer, I called a second time and no answer again. I found a phone number for **** and called to get my money back. Twice I called **** and I was told they would submit a claim and I would get my money back. There is no other resolution because I sold my house. The second time I called it was the same story.

  

  Business Response

  Date: 05/08/2025

  Hello ***, 

  The message below was sent to your email address on file on March 16, 2025. We will also forward it to your email for you to be able to have a reference. 

  After a brief review with the technician, we can proceed with refunding your payment, excluding the part cost which amounts to $280. We want to clarify that refunds are not provided for backordered parts because they have already been allocated and reserved specifically for your repair request. This guarantees that the part will be delivered as soon as it becomes available and helps maintain a seamless process for addressing your repair needs. 
  
  The refund amount will be $280. To proceed, kindly verify the last four digits of your card. 

  *****

  **** Support Team

  Customer Answer

  Date: 05/09/2025

   
  Complaint: 23289546
  
  I am rejecting this response because: the fact is that I,  in good faith, paid them the money to get a part to fix  my washing machine. There was no discussion about back ordered items. I waited months with very minimal communication about when that part would arrive. I am entitled to receive all my money back.
  
  Sincerely,
  
  ******** *********

  

  Business Response

  Date: 05/19/2025

  Hello, ***.

  As previously explained, special order items are non-refundable, as outlined in our Terms and Conditions under section 1: Contractual Relationship Between User and Company.

  We recognize your frustration regarding the delay and the lack of communication about the back-ordered status. While we sincerely regret any inconvenience this may have caused, our policy remains in effect for all special-order transactions.
  
  That said, we will be processing a refund of $280, excluding the cost of the part. Please verify the last four digits of your card.
  
  We appreciate your patience and understanding.
  
  
  
  Sincerely,
  Mariel
  **** SMM Team
  **************
  

  
  

  Customer Answer

  Date: 05/21/2025

  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:05/05/2025

  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.

  Do not use the appliance fix vendor ****. $350 for a guy to tell me in 30 min that we have loose valves for our washer thats leaking. He leaves 4 washes later its still leaking. They have a 90 day Warrenty. I responded to get the Warrenty a WEEK later the guy can come back. He comes - 20 min looking at it- tells me multiple parts needed its better to buy a new one. Tells me the office will try to charge me over $500 for his 20 min re-assessment but that the warranty should apply so I should call the office to tell them myself. Terrible business.

  

  Business Response

  Date: 05/06/2025

  Hello, ******. We sincerely regret to hear about your experience with our service. Providing accurate assessments and lasting solutions is our priority, and its disappointing that we didnt meet your expectations. If there was any miscommunication regarding charges or warranty coverage, we would like to make it right.
  
  After reviewing your appointment, the technician initially discovered that the drain pump you had replaced had a loosely connected hose, which was causing the leak. He was able to correctly adjust it during the first visit.
  
  During the follow-up visit, the technician determined that the leak was now due to a damaged door gasket. To resolve the issue, the door boot seal needs to be replaced. Since the first visit addressed the improperly connected hose, the latest diagnosis identifies an additional repair. As a result, the required part replacement falls under an additional service fee and will be charged accordingly.
  
  
  Sincerely,
  Mariel
  **** SMM Team
  **************
  
  

• Initial Complaint

  Date:05/04/2025

  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 am seeking a refund of $473.63 from **** for a repair to my dryer that they did not complete. I had a **** service call to repair my clothes dryer on 3/16. Before the technician had left from completing the initial repair (on his second visit, 3/17), I noticed that he had caused something unrelated to stop working. I get that mistakes happen. He wasn't able to fix the new problem while he was there (he said he needed a part) and that **** would contact me to schedule a follow-up. After having not heard anything for a week, I contacted **** for status. After calling back and forth for a few days, they finally scheduled a follow-up for 4/3. The technician didn't show up for the appointment. I called ****, who had no idea what was going on. A few days later, they offered a follow-up appointment. The day before the appointment, I became concerned I hadn't gotten an email confirmation, called ****, and they stated that the technician hadn't accepted the appointment. They were not planning to tell me that. A few days later, I got a confirmed follow-up appointment for 4/16. Again, the technician failed to show up, nobody called, and when I called ****, they had no idea what was going on. I asked for a refund. On 4/23, **** denied my request, indicating that they would like to make another appointment. I asked to escalate my refund request. **** asked if they could make yet another appointment to fix it instead of giving me a refund. I declined. **** stated that they couldn't provide a refund until a technician diagnosed the problem. I reminded **** that their technician had already failed to show up for two appointments and that **** had already identified the problem. At the time of writing this, **** has attempted to close my ticket. **** didn't honor its service guarantee. Instead, they broke appointments. They made me chase them for information. And, they've refused to refund my money for a service they didn't successfully provide.

  

  Business Response

  Date: 05/05/2025

  Hi, *****. We sincerely regret the frustration and inconvenience youve experienced. A service guarantee should mean reliability, and its clear that we fell short in this case. We understand how important timely repairs and transparent communication are, and we deeply apologize for the repeated rescheduling and lack of follow-through.
  
  We have processed a refund request for you. Please allow our team 24 to 72 hours to review the case. We will carefully assess the details and provide you with an update. You can expect to receive our response via email. Rest assured, we are working to resolve this matter as quickly as possible.
  
  Please feel free to contact us at **************** or call ************** if you have further concern.
  
  
  Sincerely,
  Mariel
  **** SMM Team
  **************
  
  

• Initial Complaint

  Date:05/04/2025

  Type:Order 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 may 1st, i scheduled a washer repair service appointment and received SEVERAL texts and emails over the course of the next 3 days confirming the arrival time and Name of the assigned technician was for May 4th 10am-12pm. On may 4, at 840am EST, i received 2 missed phone calls from a Connecticut number, with no business name associated. After the 2nd call was missed, I immediately received text message that said "Hi *******, this text confirms your appointment with ****, a ************* has been canceled. Should you wish to reschedule, please click here"The link in the text just takes me to their general scheduling page and now I have a new appointment with an arrival time of 5pm-7pm. I haven't been able to do laundry for a week and I chose a morning appt with thr hopes I could have my appliance working by evening so I could do laundry.There was no reason provided as to why my original appt was cancelled 90mins before the arrival time. And of course all phone numbers for them including their support line are closed office hours until tomorrow.

  

  Business Response

  Date: 05/05/2025

  Hi, *******. We sincerely apologize for the unexpected cancellation and lack of clear communication regarding your appointment.
  
  After reviewing the situation, it seems the technician attempted to contact you but was unsuccessful. As a result, the appointment had to be canceled. We understand how frustrating this must have been and sincerely apologize for any inconvenience. Our team strives to maintain clear communication, and we appreciate your feedback.
  
  Please feel free to contact us at **************** or call ************** if you have further concern.
  
  
  Sincerely,
  Mariel
  **** SMM Team
  **************
  
  

• Initial Complaint

  Date:04/24/2025

  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 January 28, 2025, I requested PULS Technologies come to my home and repair my ** refrigerator. They ordered an icemaker and returned some time in February to replace the part. I paid $129.21 on the initial visit and $542.21 when the technician, ****** returned to install the component. We were advised to contact **** if the replacement part did not fix the problem. We contacted them and requested another appointment so they could continue to diagnose the issue. After nearly 12 weeks of not showing up when they set appointments and continued misdiagnosis's we requested **** return our $671.40. They responded with an email with a refund request number and requested up to 72 hours to review the case history. We still have not heard from them and have no idea if we are going to receive our refund.

  

  Business Response

  Date: 04/24/2025

  Dear Mr. ****************** you for bringing your concerns to our attention.
  
  We sincerely apologize for the inconvenience and frustration youve experienced. At ****, we always strive to provide timely, high-quality service, and we regret that we fell short in meeting your expectations in this case.

  We understand how disappointing it must have been to deal with ongoing issues even after the replacement of your ice maker. During the technicians visit, a defective factory part was identified and replaced. Unfortunately, it appears that even the replacement may not have resolved the issue completely. Additionally, our technician performed two more repairs to address problems with the defrost sensor and freezer functionality.

  We also acknowledge your concerns regarding delayed follow-ups and missed appointments, and we deeply regret any lack of communication that added to your frustration. Please know that this does not reflect the standards we hold ourselves to, and we appreciate your patience.

  We completely understand your request for a refund. However, to properly evaluate your refund request and ensure that we are taking the appropriate action, we are requesting one final opportunity to send a different technician to perform a re-diagnostic at no cost to you. This visit will help us gather accurate documentation, determine whether the previous repair was correctly performed or if another issue may be causing the problem, and ultimately make a fair and well-informed decision regarding your refund.

  Please let us know your availability so we may schedule this visit at your earliest convenience. We truly value you as our customer and are committed to making this right.

  Sincerely,
  Jem
  **** Refund Team
  **************

  
  

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23241508
  
  I am rejecting this response because:photos 2 and 3 show no ice in the storage tray and frozen ice in the tray that will not eject.
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 05/02/2025

  Hello, *******.

  As initially emailed to you, we have received approval for your refund of $540. This decision was made considering that the technician visited three times to address the issue. Before we move forward with the refund process, we kindly ask you to provide your availability. The technician will need to return to retrieve his part. Please let us know a convenient time for this so we can proceed accordingly.
  
  
  Sincerely,
  **** Refunds Team

• Initial Complaint

  Date:04/21/2025

  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 4/7 I paid **** $315 to repair my dryer. They sent a technician out, but the technician was not able to make the repair. He also let us know **** was a scam and to book with him separately. I requested money back for the repair on 4/11 and **** admitted on 4/12 that they owed me $226.56charging an $89 service fee. They told me they needed my ****** account details to process the refund. I told them they had my information and that I didnt feel comfortable providing even more information over email on 4/12. They did not respond. I followed up on 4/14 and told them if I didnt hear back, I would pursue a chargeback through ******. On 4/19 I opened a case with ******. I have still not heard anything from **** after they sent the scammy phishing message.

  

  Business Response

  Date: 04/22/2025

  Hi ****, thank you for bringing this to our attention. We sincerely apologize for the challenges youve experienced and fully understand your frustration.
  
  Wed like to inform you that we emailed you on April 12th regarding your refund. In that email, we confirmed that the refund amount of $225.56 was approved and requested your ****** detailsspecifically, the email address associated with your ****** accountso that we could promptly process the refund. Unfortunately, we have not received your response yet.  Please reply to our email with the email address linked to your ****** account.
  
  Unfortunately, upon reviewing your case, we noticed that there is an open dispute with your bank. Please note that we cannot proceed with the refund while this dispute remains active. We kindly request that you withdraw the dispute to allow us to complete the refund process.
  
  We have attached a screenshot for you to see that we have emailed you last April 12th with no response.

  Thank you.

   

  Sincerely,
  Mariel
  **** SMM Team
  **************
  
  

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23233864
  
  I am rejecting this response because I have attached two emailed responses, in addition to the communication through ******. Id prefer you respond to the ****** dispute.
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 04/25/2025

  Dear Mr. ******************** you for your response. We appreciate the opportunity to clarify the current status of your refund and your concerns regarding communication through *******

  For clarification, we initially contacted you via email on April 12th, confirming that your refund of $225.56 had been approved. In that email, we requested that you provide the email address associated with your ****** account so we could process the refund accordingly, as ****** was the payment method used when the original transaction was made.

  At this time, we have not received the requested information. We fully respect your hesitation in sharing personal details, and please rest assured that any information provided will be handled securely and used solely for processing your refund.

  Additionally, we have noted that there is currently an open dispute filed with your financial institution. Please be advised that we are unable to proceed with the refund while this dispute remains active, as it can interfere with payment processing or result in duplicate transactions. To continue, we kindly ask that you withdraw the dispute. Once it has been resolved and we receive your ****** email address, we will process the refund without further delay.

  Upon processing, the refund of $225.56 will reflect in your ****** account within 23 business days, depending on ******* processing times.

  We genuinely regret any inconvenience caused and appreciate your understanding as we work toward a resolution. Should you have any questions or wish to continue the conversation by email or phone, we are here to assist.

  Sincerely,
  Jem
  **** Refund Team
  **************

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23233864
  
  I am rejecting this response because I have contacted the business multiple times after the initial contact, as reflected in my previous attachments. 
  

  Given that the company has repeatedly lied about the reality of the contact that I tried to have with them for over a week before beginning this process , I will only cancel the open dispute with my bank after having received my money back. I have no reason to trust that this business will act ethically as they havent done so to date.  
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:04/08/2025

  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.

  My refrigerator stopped cooling and on Feb. 7 they came over to repair it. They said they had repaired it and charged me $400 (which seems to be a common amount for **** refrigerator repairs based on other complaints I have read). Less than two months later, on April 2, it stopped cooling again. It's not been 6 additional days and **** has been unresponsive. After I threatened to get a refund through my credit card company, the responded and said they would come back out for free under their "guarantee" policy. I scheduled a visit through their portal but, as I also see from other reviews is frequently the case, they canceled this at the last minute. They then asked me to schedule again, but this time they wanted to charge me $85 up front for this visit. For more than 48 hours I have been trying to address this since then but with no response. All the food in the refrigerator had to be thrown out. At minimum I would like a full refund for this horrible experience.

  

  Business Response

  Date: 04/09/2025

  Hi *****, thank you for bringing this issue to our attention. We deeply apologize for the inconvenience caused by your refrigerator repair experience. We understand how frustrating this situation has been and are working to resolve it promptly.
  
  We have scheduled a guarantee appointment as part of our policy and are in the process of assigning a technician to your requested visit. Rest assured, we are prioritizing this matter to provide you with the quality service you deserve. Your patience is greatly appreciated, and we will keep you updated on any changes or progress regarding your appointment.
  
  Additionally, we have sent an email with details about your guarantee appointment. Please check your inbox and confirm whether you would like to proceed. If you choose not to move forward with the appointment, we are happy to submit a refund request and review this with our team.

  
  
  Sincerely,
  Mariel
  **** SMM Team
  **************
  

  
  

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23175810
  
  I am rejecting this response because: I have not received the email they claim to have sent. They have been making claims about helping me for over a week and have done absolutely nothing to help me. Do you know what it's like to go a full week without a refrigerator? I would have used someone else but I paid them $400 for nothing and I want it back.
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 04/11/2025

  Hi, *****. 

   

  Upon checking on your account with us we saw that the technician was able to went back and have the unit re-inspected in which you are able to communicate with the team regarding this, 

  Thank you!

  **** Support Team

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23175810
  
  I am rejecting this response because: the result was unsatisfactory. It should not take two weeks to schedule a repair for a refrigerator. There was no attempt to provide a partial refund or to otherwise make good on the company's poor service.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:04/05/2025

  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 03/06/2025 I requested an appointment regarding a smell issue with a washer. Technician came and assesed to change the gasket.On 03/15/2025 technician came back to replace the gasket. No other job was performed on his side regarding the smell, as it remained.Days after on the first use we noticed water leaking from the bottom, restroom filed with water. I contacted **** to submit a warranty claim.**** approved the warranty and scheduled for 03/27/2025 after waiting for a technician for two hours and having to skip work to attend the appointment there was a no show. **** rescheduled for 04/03/2025 second appointment, no show. Rescheduled for saturday 04/05/2025 another no show.Unsure if these are retaliation practices for clients requesting warranties. But at this point, I want my washer repair, and to be paid the wash fold services we have had to use for the past 3 weeks.These practices are unbelievable

  

  Business Response

  Date: 04/06/2025

  Hi *****, thank you for bringing this to our attention. We sincerely apologize for the inconvenience and frustration you have experienced throughout this process.
  
  Upon reviewing your appointment, we noted a conversation with our Supervisor where you mentioned that you had already hired another company. You also agreed to share the inspection report from the other service provider so that we can move forward with reviewing your refund request. Additionally, we have sent you an emailplease respond to it with the requested supporting documents.
  
  Your feedback is invaluable in helping us improve our service standards and avoid similar situations in the future. Thank you for your patience and cooperation as we work to address this matter.
  
  
  Sincerely,
  Mariel
  **** SMM Team
  **************
  
  

• Initial Complaint

  Date:04/03/2025

  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 bought **** technology insurance and dryer repair services and when the tech came to fix my dryer he not only didnt install the dryer duct but my fuse blew. As a hvac tech this is extremely unprofessional. When i requested a new consultation they didn't honor it and said that the tech states I gave him aftermarket parts. I then showed the company text messages directly from the tech with his work phone number as provided on the invoice and they still didn't honor it due to the tech expressing I provided the parts. They told me I would have to purchase the service all over again when It didn't work from the beginning. Then I received an email stating free health of your appliances check up and when I called they said they couldn't do it. So not only was the job done poorly, the tech lied, and they didn't honor their insurance, or their promotion for a free health check up.

  

  Business Response

  Date: 04/03/2025

  Hi, *******. 

  We apologize for any inconvenience or negative experience you may have had. Our team always strives to provide the best service possible and we regret that we fell short in meeting your expectations. 

  We believe in providing value without compromising on the quality of the repair as we always strive to provide a successful repair. Nonetheless, we understand your sentiment and the position that you are coming from however it was come to our attention that you are the one who provided the part during the initial repairs. We understand that you have a direct communication with the technician however as you know the only communication that we had from you after the repair on September was on December. The team was able to sent you a response via email that we will not be able to honor your Guarantee request. 

  After that email we haven't receive any response from you until now, which is past the 90 days Guarantee period. Please feel free to check the link below for your reference regarding the Guarantee terms. 

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

  *****

  **** Support Team

  
  
  
  
  

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23154881
  
  I am rejecting this response because you sent an email about a free home check and I submit attachments directly from the workers work number claiming he has the part with him if you reviewed the attachments. Nonetheless the dryer fuse is blown due to the vent not being properly connected. All Im asking for is for proper installation. 
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 04/25/2025

  Dear Mr. ******************** you for your continued feedback. We understand your concerns and appreciate the opportunity to clarify our position.

  Our records show that your original appointment for the ************* took place on September 8, 2024. When our technician arrived, the unit was already disassembled, and the replacement part had been provided by you directly. Due to these circumstances, our technician noted that a Guarantee of Service (GT) could not be offered, as the repair did not follow our standard service and parts procedures. 
  

  You reached out to us again on December 3, 2024, regarding a blown fuse. At that point, the 90-day Guarantee period had already passed, and your membership had also been canceled. For these reasons, and based on the technicians documented report, we are unable to offer a guarantee for this service.

  We certainly understand your frustration, and we regret that your experience did not meet your expectations. While we are unable to approve your request at this time, we do remain committed to delivering quality service and appreciate your understanding.

  Please feel free to reach out if you have any further questions or if there's anything else we can assist you with.
  
  
  Sincerely,
  Jem
  **** Refund Team
  **************

• Initial Complaint

  Date:04/02/2025

  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.

  The technician charged a fee for coming out and falsely indicated that a part, citing the heating element was faulty. This assessment was inaccurate. He never showed me testing of the heating element. He made up the diagnosis of this part's failure. An estimate was disclosed of the wrong diagnosis.

  

  Business Response

  Date: 04/05/2025

  Hi **** thank you for sharing your feedback. We sincerely apologize for any inconvenience caused and appreciate the opportunity to address your concerns.
  
  Upon reviewing your appointment, the technician reported that, during his inspection, he identified the heating element as faulty and recommended its replacement. As part of our standard protocol, we kindly request supporting documentation if there is a concern about the technician's diagnosis. This could include a report from another technician or service provider outlining their findings so we can determine if a misdiagnosis occurred.Please feel free to send it to ***************** and we will gladly review your refund request.
  
  We appreciate your cooperation.
  
  
  Sincerely,
  Mariel
  **** SMM Team
  **************

  Customer Answer

  Date: 04/05/2025

  Here is the contact information for Mr. **** that tested the heating element and showed me directly where the gauge meter went all the way over to GREEN which proved the heating element was NOT FAULTY. He will provide me with documentation to my email account.
  

  Mr. **** ************** technician (owner) with Reliance Appliance 

  Complaint: 23153691
  
  I am rejecting this response because:
  
  Sincerely,
  
  *** ******

  

  Business Response

  Date: 04/08/2025

  Hello **** thank you for sharing this information. It's good to know that he will be sending the documentation to your email. We kindly ask that you forward a copy to us as well. This will allow our team to thoroughly review and assess the details and your request.

  We truly appreciate your cooperation!

  
  
  Sincerely,
  Mariel
  **** SMM Team
  **************
  

  
  

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23153691
  
  I am rejecting this response because: The company ****************** is expecting a call. He has not provided the documentation regarding the heating element working properly on my dryer. His contact information is enclosed ***********************

  The information was requested three(3) times. I have a cancelled check. Before submit I'll will reach out again.
  
  Sincerely,
  
  *** ******