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:04/02/2025

  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.

  5/16/2024 someone came out to replace the tension rods in our washing machine. It worked fine for about 5 months afterwards but then the same issue of the washer going off balance began again. A few months later and I could not run a full load of laundry from start to finish. I called **** and sent them a complaint via email and they told me I would have to start a new service request pay the fee etc. I had someone else come to take a look at the machine and they told me the tension rods that were used were cheap and installed incorrectly. So now I am out another 300 to get it fixed again. Same complaints as others. Shoddy, overpriced unprofessional work that will not last. Seems like the other complaints allign with my experience 100%.

  

  Business Response

  Date: 04/03/2025

   

  Hi, ********. 

  We value you as a customer and would like to help the best we can to resolve the matter brought to our attention. Our Guarantee is valid 90 days from the original date of repair. At this time, we are unable to approve your Guarantee Claim as it is past the coverage period. As you confirmed, the appliance worked for 5 months which is way past the 90 day Guarantee period, as you know other companies offer a 30-day Guarantee only. Given that the unit work for how many months, it confirmed that there is nothing wrong with the technician's repair as it should show up immediately even for a week after are using it. You should consider a lot of factors why the unit stopped working again given that there are a lot of things that might happened within that certain period. 

  Note: **** offers a 90 Day Guarantee on the part and or installation that was completed on the initial repair. Any other adjustments or failure to the same appliance that is not part and/or no correlation to the original repair completed and if an additional part needs to be replaced is subject to an additional service fee and will be charged accordingly.
  
  Thank you!

  *****

  **** Support Team

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23152068
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** ******

  Customer Answer

  Date: 04/10/2025

  Im writing in regard to the repair you performed on my washing machine, specifically the replacement of the tension rods. As you may recall, that service was carries out 8 months ago.
  Unfortunately, the same issue that led to the initial repair has resurfaced, and Ive since had to replace the tension rods againthis time through a different company. While youve stated that the time that has passed since your repair suggests the issue isnt a reflection of your work, I must respectfully disagree.
  The recurrence of the same exact problem and the fact that it required the same repair points strongly to the possibility that either faulty parts were used or the initial repair was not executed as thoroughly as it should have been. A few months of function does not necessarily indicate long-term quality or durability, especially when it comes to essential components like tension rods.
  I would appreciate a more thorough review of this case, as I believe its reasonable to expect a repair of this nature to last more than just a few months. Please let me know how you intend to address this situation.
  

  

  Business Response

  Date: 04/11/2025

  Hi ********, 

  As what we have mentioned previously, we will not be able to honor your Guarantee or your refund request. We understand that you mentioned that you had another service provider and replaced the same part needed however we want to let you know that you must consider a lot of factors why the unit is still encountering the same issues. **** offers 90-day guarantee coverage for the initial date of repair, whereas other companies usually offers 30 day only, we have decided to extend the guarantee coverage to ensure we are providing a high level of customer satisfaction. 

  Given that you confirmed that you are able to used the unit for 8 months, it was confirmed that there is nothing wrong with the repairs provided by the technician. If in any case that the technician didn't properly repaired the unit, the issue will be easily resurface in a week or even in a month. With this, sadly, we will not be able to provide a refund. 

  Thank you

  *****

  **** Support Team

   

• Initial Complaint

  Date:03/28/2025

  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.

  March 19, 2025 I had a **** technician come out to look at my refrigerator to tell me it was better to buy a new one from them. He took numbers from my fridge as well as a certificate from ******* to act like he was going through them, however I gave him cash (yes stupid on my part) and never received the product. However, **** is not taking responsibility, and I have been waiting for a call from their hiring manager since Monday the 24th. I don't believe they did a thorough background check for employees they are sending into people's homes. I sent them the invoice that I received from their tech, and they said they couldn't open it. I also uploaded a response I received from their Support team. I have talked to them on the phone as well.

  

  Business Response

  Date: 03/28/2025

  Hello *******,
  
  Thank you for forwarding the invoice. Unfortunately, we are unable to open the document you provided.
  
  To clarify, we were initially informed that the technician was dispatched to address your refrigerator service request. However, we were not made aware of any discussions or inquiries regarding pricing or additional work related to this service. As a result, we consider this job to have been performed and agreed upon without proper notification or consent from our side.
  
  Please be advised that, in order to ensure eligibility for our service guarantee, payment must be made exclusively through ****** or via credit or debit card using the secure payment link that was sent to your phone and email. We have strict protocols in place to ensure the quality of service provided by our contractors, and as part of this process, we automatically request feedback from customers after each service to address any concerns in a timely manner.
  
  Given the circumstances, we encourage you to reach out directly to the technician who performed the service, as they will be able to address any issues or clarifications regarding the work completed.
  
  Sincerely,
  ******** ******
  ******************************
  *****************
  
  

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23129082
  
  I am rejecting this response because: This technician came in like he was talking to his higher *** on this matter. He is not answering their calls what would make them think he would answer mine. He was hired through their company. I didn't even see their little notation at the bottom of the email, in which I received several emails after booking appointment with cancellation at first and then another email was sent to show a new date for him to come out. I did not in any way think he was ripping me off until I did not recieve my said appliance. 
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 04/05/2025

  Hi *******, we sincerely apologize for any confusion or frustration you experienced throughout this process. Your concerns are important to us, and we take them seriously.
  
  However, as mentioned in our previous reponse, we regard this job as having been carried out and agreed upon without adequate notification or authorization from our side. Kindly note that our email includes a disclaimer specifying that payments made outside of the platformsuch as through cash, ******, or Venmoare strictly prohibited. Please refer to the attached screenshot for the disclaimer note included in this response.
  
  We advised you to contact the technician directly, as he has already been suspended due to this concern. You can reach him at **************.
  
  Thank you for your patience and understanding.
  
  
  Sincerely,
  Mariel
  **** SMM Team
  **************
  
  

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23129082
  
  I am rejecting this response because: 
  They are telling me to contact someone they cannot contact either last time I spoke with **** the gentleman on the phone told me they were trying to contact him and was unable to. I understand you have your policy's however you haven't even tried to make it good on your part by send another tech out to fix this problem. I don't have a lot of options right now and all I was trying to do was to get my refrigerator fixed.  Now because of someone you employed I am out $600 as well as having a fridge that isn't fixed. I just want justice. I understand he has been terminated for what he did but where can I get my justice from a phone number, he won't answer, I just want my product fixed.
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:03/26/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/25/2025 I scheduled a handyman service through this company. They sent me several notifications stating the service was locked in and would be on time. I took time off of work to be available for the technician. I received a text stating the tech was on the way. 3 minutes before the scheduled arrival time I received notification that the service was canceled. No one called, there was no explanation. This is a horrible service I would not use again.

  

  Business Response

  Date: 03/26/2025

  Hi *******, 

  We sincerely apologize for any inconvenience caused. Upon reviewing your appointment, the technician reported on the day of the visit that he was on his way to your location and even called to inform you of his arrival. However, the appointment was canceled as you mentioned you had another appointment to go. If you'd like, we would be happy to assist you in rescheduling the appointment at your convenience.

  Thank you for your understanding.

   

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

• Initial Complaint

  Date:03/26/2025

  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.

  Im filing a complaint against ************ for fraud and failure to comply with my Appliance Protection Warranty.On April 19, 2024 I acquired an Appliance Protection Warranty for a monthly fee of $34.99. The initial purchase was due to a washing machine repair that was resolved after a $239.49 fee.On January 10, ********************************************************************************************************** $399.24 for labor and fees, plus an additional $75.65 to come out to install.On March ****** the washing machine broke down again and I had a no call; no show technician appointment that was rescheduled on March 12th. I was told by the March 12th technician that the drum on machine was broken and would be costly to fix.On March 15, 2025, **** sent another technician who stated the drum was broken and I was charged an additional $75.65 service charge for his unnecessary visited. **** says the fee was. Charged because the issue was different from the January 2025 issue, but the washing machine broke down again within 69 days.On March 18, 2025 **** advised my repair was not covered under warranty. Ive been a faithful paying customer and relied on **** Appliance Protection Warranty to repair or replace an appliance if the appliance was unrepairable. I have paid approximately $1,200 in labor and fees for a washing machine that was not protected as promised. The numerous times that the technicians examined and diagnosed the machine they should have identified the problem. Im asking for **** to return all of my monthly payments, the return of numerous service call fees; cancellation of future warranty charges and the unwarranted repair costs because I believe that Ive been frauded by ****.

  

  Business Response

  Date: 04/11/2025

  Hi, Lola. 

  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 service as we always strive to provide a successful repair. Nonetheless, we understand your sentiment and the position that you are coming from however, the team tried calling you to have this explained further sadly we have reached your voicemail. An email was also sent to you regarding this explaining that when a technician went to the location and have the unit inspected it was found that the cause of the issue is due to misuse which is not covered under your contract, please refer to Section VII, letter K for your reference. 

  VII. Whats Not Covered 

  K. Damage caused by: any improper care, negligence, neglect, intentional acts,misuse or abuse of the Product; any repair, replacement or handling of the Product other than as recommended or authorized by the manufacturer and/or Us; or any failure to comply with the manufacturers warranty;

  We have attached the copy of your contract on this email for you to also check it. As you know we do have the terms and conditions that we need to follow especially in filing a claim. 

  Sincerely, 

  *****

  **** Support Team

  
  
  
  

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23109410
  
  I am rejecting this response because:

  I purchased insurance because thus machine was getting old and had at least 7 years of usage.  Not only that, the insurance was acquired because of a repair .  If this was misuse why wasnt I advised before three repairs and service visits, which confirms that the machine was aging and would start requiring repairs.  This is an excuse to deny payment by your company.  I want my payments returned, and a discontinued payments.
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 04/18/2025

  Dear Ms. ********************* you for taking the time to share your concerns. We appreciate the opportunity to respond and provide clarification regarding your warranty claim and service history.

  We understand how frustrating it can be to experience multiple issues with an appliance, and we truly regret any inconvenience this situation has caused you. Our goal is always to provide reliable support and transparent communication to our valued customers.

  As mentioned in our previous communications, when you enrolled in the Appliance Protection Warranty on April 19, 2024, you agreed to the terms and conditions outlined in the service contract. These terms are in place to ensure clarity on what is and is not covered under the plan. In particular, Section VII, Letter K of the warranty contract specifies that damage resulting from misuseincluding overloadingis not covered.
  

  After a thorough review of the March 2025 service visit and the **********s report, it was determined that the drum failure in your washing machine was caused by consistent overloading of the unit. This type of usage places excessive strain on the internal componentsparticularly the drumand over time can lead to serious mechanical failure. Unfortunately, this cause falls outside the warrantys coverage, as it is considered preventable misuse rather than a defect or failure due to normal wear and tear.

  To clarify the timeline:
  On January 10, 2025, we performed a covered repair on the drain pump. This was completed under your warranty without issue.
  On March 8, 2025, the machine broke down again. The ********** noted the drum was damaged and cited overloading as the likely cause of failure.
  On March 15, 2025, a second ********** confirmed this diagnosis. As this was a new and unrelated issuenot stemming from the January repaira standard service fee was applied.

  While we completely understand your desire for continued support under your protection plan, the nature of this most recent issue unfortunately places it outside of the plans coverage. We hope this explanation provides transparency as to why the claim could not be approved.

  We truly value your business and the trust you've placed in us. While we are unable to issue a refund for services that fall outside the scope of your warranty, we remain committed to offering professional and courteous service, and we are here should you have any further questions or need assistance reviewing your plan in more detail.

  Thank you again for your understanding, and we appreciate the opportunity to address your concerns.

  Warm regards,
  Jem
  **** *****************************start="2891" data-end="2894">************

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23109410
  
  I am rejecting this response because:
  
  I vow that my washing machine was NEVER overloaded or misused.  My washing machine is over 7 years of age abd began having issues drain, shaking and leaking issues in 2024.  The initial **** technique advised I purchase a warranty due to the age of my machine.
  

  Second, research confirms that drum damage is a common failure of ******* machines after 3 years.  So, Ive really dodged a bullet with my machine operating effectively for so many years.  Third, other issues that may cause drum savage are drain pumps, worn bearings and leaks; all of which you identified and have serviced on my machine over the past year.  Thus, indicating and confirming normal wear and tear.
  

  Im requesting reimbursement all of my monthly fees and service costs for normal wear and tear, confirmed by the services performed by your technicians.

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

• Initial Complaint

  Date:03/18/2025

  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.

  Date of service: 3/16/2025 Charge: $420 ************** pitch is that it puts you in touch with vetted, background-checked professionals. Cool. In my case, they put me in touch with one of the sketchiest guys I've ever had in my home. He brought along someone who was likely NOT vetted or background-checked. They were supposed to fix my door trim, caulk and paint around a new vanity, then skim coat and paint around a light fixture. By the time they left, I just wanted them out of the house. Nobody who did such terrible work was going to be able to put it right again. I genuinely wonder whose truck they stole these tools from. **** actually called me unprompted to inquire about some shady activity with the payment they took. It figures that customer service is prompt when their money is involved. When I told the *** this story, he said I should chargeback the Zelle payment. Yeah, I'm gonna chargeback two crackheads who know the address where my children live and the floor plan of the home. When I shared this concern and asked what **** could do to help, the *** said verbatim: "**** won't help you with this. They won't do anything. Sorry."

  

  Business Response

  Date: 03/25/2025

  Hello Eben, 
  
  Thank you for reaching out and clarifying what happened. Sadly, we were only aware that the technician was sent out supposedly to assist you with your handyman request. We were not given any follow-up or inquiries or questions about the pricing nor discussion on anything relating to any other work. As the services was rendered without us being aware nor notified, this was a job considered to be agreed on and done on the side.
  
  We have notifications on our email confirmations and SMS messages stating that in order to avail of the service guarantee that the company offers, the payment should be made only via ******, Credit, or Debit cards on the secured payment link sent to your mobile and phone number. 
  
  
  We keep watch on how our contractors do their services and automatically send requests for feedback from customers after each and every service to be able to handle complaints immediately and accordingly. We can only direct you towards reaching out to the technician who did the service, also since you paid via Zelle, you can dispute the payment you made. 
  
  

  Kayle ******

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

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

   

  Sincerely, 

   **** Support Team

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 23084145
  
  I am rejecting this response because:

  Your companys only advertised product is its ability to link customers with professionals who are competent and trustworthy. When they are not - and these men were incompetent on a level I have never witnessed - you jettison any responsibility and ignore that you have failed to deliver the only thing you purport to do. We only select the top 10% of technicians who apply, and we require a comprehensive background check for every technician. Give me a break. Actually, give me two.

  I was not going to fight with these guys over payment in front of my children. They asked for Zelle. I was not even aware that **** handled payments.

  I should have seen the grift from a distance. I wont be fooled a second time, and neither will anyone I know if they ask about ****.

  SINCERELY,
  
  **** *****

  

  Business Response

  Date: 03/29/2025

  Hi Eben, 

  We deeply regret hearing about your experience and apologize for the inconvenience it has caused. Providing reliable and trustworthy professionals is our top priority, and it is concerning to learn that we did not meet that expectation in this instance.

  To clarify, the email you received when requesting the service contains a disclaimer advising customers to contact us if a technician requests payment outside of our platform. For your reference, we have included a screenshot of the disclaimer for better understanding.

  Please rest assured that this issue has been escalated to the Head of the Technician for internal review. This step is to ensure that such incidents are thoroughly addressed and prevented in the future. We take your feedback seriously and will use it to improve our processes. Your experience highlights areas where we can do better, and we are committed to learning from this situation.

  Once again, we sincerely apologize for not meeting your expectations. Thank you for bringing this matter to our attention.

   

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

• Initial Complaint

  Date:03/14/2025

  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.

  In the middle of February, our fridge stopped working. We reached out to ask this company to come look at it. We had to reschedule once; on Feb 27th, a service provider came and put in a new piece, charged for labor and the piece, asked us if we wanted a monthly payment warranty, and then said give the fridge 24 hours to start working. It didnt work so we called back and were told to unplug and give it another 48 hours; still didnt work. We reached out and they asked us to give them another chance. Then, the service repair man was supposed to come again on Saturday, March 8th and he canceled again. We then asked for the refund on Monday, March 10th. We were told we would get the refund within ***** hours since the fridge wasnt fixed and services were not provided. On Thursday, March 13th, after 72 hours, no refund was provided and we called again. We were never given a number for the refund team but were told we would get an email and a call the same day to receive the refund. We havent received either. I would like a full refund (including tip and warranty payment) immediately as the fridge was not fixed, no diagnostic work was done to figure it out, the service repair man never came back, and the service from the call center has been untruthful in their timelines.

  

  Business Response

  Date: 03/14/2025

   

  Hello, Hannah. 
  
  
  
  We sincerely apologize for the less-than positive experience and for any inconvenience we may have caused. We value customer's feedback as this gives us insight into what we should improve on. 
  
  
  We tried calling you but were routed to ******** voicemail. We are trying to reach out to check if you could give us one last chance to assist you further by having a different technician come out and inspect the appliance at no cost if you'd allow us. We sent you an email and you may get back to us at ************** to communicate or for immediate assistance. 
  
  
  
  
  
  Sincerely, 
  Dince
  **** Support
  
  

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 23063795
  
  I am rejecting this response because: we already gave them another chance this last time and the technician did not show up. We also previously asked for a different technician and were told they would not send a different one so I no longer will work with this company. I told them all of this on the phone this afternoon and they said they understood. 
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 03/18/2025

  Hello, I'm following up on my complaint #********. We have been asking for a refund on terrible service and have not yet received it. On 2/26 the business said, in writing, that the refund request was approved. And, as of today, 3/18/25, I have still not received the refund. Furthermore, they have now charged me $75 to cancel the $35/month warranty, despite telling us on the phone on Saturday, 3/15/25, that they would not charge us for the cancellation given the situation. I am looking for the promised refund from the initial charge of $586.08 plus the $50 technician tip. Additionally, I'd like the $75 warranty refunded. This business is horrific. They are putting us in circles. When we asked for a different technician to come they said no, let the same one return. He then cancelled and now they are asking, in the resolution with you all, to have a different technician come. NO. I do not want to work with this company anymore. I want my money back and I want them to take accountability for their horrible service. We're never given a number to talk to anyone in the refund branch--we're just told they'll look at it, email us, over and over again.

• Initial Complaint

  Date:03/13/2025

  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.

  I contracted with *** to provide repair service for my GE washer/dryer combo. The technician, Jin, arrived four hours before schedule. I showed him the appliance, and told him about the items that needed repair. Specifically, the unit was making a high-pitched whine and also dropped detergent during the dry cycle rather than the wash cycle. Jin did not inspect or even turn on my appliance, but said that he couldn't perform the repair. Because I was already charged a service fee, I asked him if he could at least service the unit while at my house. He replied that he "was a repairman, not a cleaner." He then opened the door of the washer for the first time, but, as it turns out, only to collect the serial number to complete the invoice and send a payment link. He spent less than ten minutes in my home, and less than 20 seconds actually at the appliance. I immediately contacted **** about the issue, and they responded that they would contact the technician and get back to me. A week later, when they still hadn't responded, I reached out again, requesting that I not be required to pay the $85 service fee, as the technician did not inspect my unit. Only then did they respond that the technician SHOULD be paid the service fee because he recommended to me that I buy tweezers to clean the washer gasket of the machine. Not only was this NOT what I called about, I actually told HIM that I'd used tweezers to clean the gasket, not the other way around. I had to hire another technician to come out and inspect and repair the machine.

  

  Business Response

  Date: 03/14/2025

  Hello, ****. 
  
  
  Thank you for bringing this to our attention and sharing your experience with us. We are truly sorry for any inconvenience caused and the negative experience, we are re-evaluating this case to assist and address this matter with you and we will be reaching out directly to communicate and discuss how we should move forward to resolve this concern. 
  
  
  Sincerely, 
  Dince
  **** Support
  
  

  Customer Answer

  Date: 03/19/2025

  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:03/02/2025

  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.

  **** sales practices is one Ive never seen before. I called them out for a dryer issue I was having no cost provided to me until after they fixed it the thermal fuse and thermostat fuse. A high cost for repair unless I purchase there membership where everything in the house is covered (appliances). First visit was -almost ****** for the repair. One month later call them back out same fuses blown how the charge totally different amount. I look those parts up on ******* website one was ***** and other *****. Cancelled membership today before renewal charge ****** to cancel. Investigate this company

  

  Business Response

  Date: 03/05/2025

  Hi ****, 
  
  Thank you for your feedback. We apologize for the inconvenience and frustration you experienced with our services. Your concerns are important to us, and we are committed to resolving this matter.
  
  Regarding your dryer appointment, our technician initially replaced the thermal fuse. When you contacted us again about your dryer not heating up, we promptly sent the technician back. Upon inspection, the technician found that the fuse had blown again due to a blocked vent. A clogged vent restricts airflow, causing the dryer to overheat and triggering the thermal fuse to break. Regular cleaning of the exhaust vent should prevent the thermal fuse from blowing again. The technician replaced the fuse again and advised you to clean the vent regularly. If you are still encountering issues with your dryer, please don't hesitate to email or call us, and we will assist you again.
  
  We understand that the repair cost may appear high compared to the prices of individual parts. Please be assured that our pricing reflects the intensity of the labor performed by our technicians and the quality of the parts used for the services.
  
  With your membership, you received discounts on your bill. We also detailed the terms and conditions in an email sent to you yesterday. Please check your inbox and respond if you have any further questions or concerns. We are happy to assist you with any membership-related issues.
  
  
  Sincerely,
  Mariel
  **** SMM Team
  **************

• Initial Complaint

  Date:03/01/2025

  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 Dec 24th my electric ignitor stopped working called **** from a online search. Someone named ****** came that night . Everything went fine. About six weeks later ignitor went up again. Called informed them of problem. Said they call when they could get someone in my area to come out . About a week. Not happy. Called several times. No one came. Insisted a refund, said they get back with me when they decided on refund. Please help ***** *****

  

  Business Response

  Date: 03/02/2025

  Hello *****, 
  
  We deeply apologize for the inconvenience and frustration caused by your recent experience with our service. Your feedback is invaluable to us, and we regret that the issue with your machine wasnt resolved as expected.
  
  Since your unit is still covered by our 90-day guarantee, wed like to send the technician back to reassess the situation. This evaluation will help determine if a refund is warranted and provide additional documentation to address your concerns thoroughly. Please note that we must follow the process outlined in our terms and conditions, which you have agreed to.
  
  Please be aware that we have sent you an email and are awaiting your response.
  
  
  Best,
  Mariel
  **** SMM Team
  **************
  
  

• Initial Complaint

  Date:02/23/2025

  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.

  1) I contracted to have my refrigerator fixed through their online website , scheduled for monday 2/17/2025.2) contractor failed to show and call. 3) rescheduled for tuesday 2/18/2025 between 1 and 3. 4) contractor showed up diagnosed as a possible clogged freon line. said he would let it try to cool and either call or return the next morning.5) refrigerator still not working I called **** on 2/19/2025 in the morning . they said they would get the technician to come back , assess and give me a quote.6) thursday evening i still had not heard anymore and email for an update. 7) friday email again. still no follow up .8) Saturday called and emailed. still no follow up from the technician.9) i then contracted with someone else to get the repair going since i cant go without a refrigerator. 10) called **** told them i had to get someone else since they had not provided the promised service. asked for a refund . also email them with the same information and request. 11) **** responded asking for more time to reach the technician even though i had told them i had hirded someone else. 12) Sunday early afternoon email and called them asking for a refund. they said they would submit the refund request. 13) 1600 sunday i recieve i suddenly recieve a quote to have a compressor replaced for 1400. compressor was never assessed . technician never came back to assess the compressor and did not find it to be defective on tuesday when he visited. In addition the quote sent me appears to be something **** generated in ********** since it does not have my name on it but someone else. In addition had the technician actually evaluted the compressor he would have known it was still under warranty by the manufacturor. Instead if this quote was intended for me then they should have researched it and known this. i will attach a copy of the fraudulent / incorrect invoice sent. it has the name of someone on it who does not live at my address but it does have my address.

  

  Business Response

  Date: 02/24/2025

  Hi ***,
  
  Thank you for reaching out and apologies for any inconvenience. As further confirmed, the invoice is supposed to be under *** *******. The other information added on the Repair Quote was directed to you and reflects the appointment number of the service initially rendered by Technician ******:
  
  Email: ******************************
  Phone: **************
  Address:******************************************************************************************
  
  The Service Call Fee you paid will still go towards the repair cost. The given quote was from the Technician.
  
  We understand your sentiment on what happened on this request of yours. Your request has been evaluated and if you would let us, we can proceed in sending a different Technician to inspect the unit at no cost. Your initial payment will go towards the new repair quote of the Technician who will complete the reinspection.
  
  For us to assist you further, may know when are you going to be available for us to start looking for a different Technician?
  
  Looking forward to your response for us to be able to assist you further.
  
  
  ****
  **** Refunds Team

  Customer Answer

  Date: 02/25/2025

   
  Complaint: 22980568
  
  I am rejecting this response because:

  As i told the business since they failed to respond in a reasonable time to schedule the next step of the repair i had to seek another option to get my refrigerater repaired . Clearly i cant do without a refrigerator and the business was not responding. 

  the business knows this and i even sent them a photo copy of the receipt from the other business to show that i had to seek another option

  had the business correctly assessed my refrigerator and made the effort repair the refrigerator then i would have been able to use the fees i was charged toward the final repair.

  instead they were unable to provide a quote and/or get the repairman to respond or return.

  i never received a quote from the company or repair technician. i only recieved a quote with some other customers name on it for a condition that was not diagnosed by the technician when he did visit. 

  i therefore strongly believe the quote they tried to claim was mine was simply somthing they falsly created in order to avoid refunding my money. 

  this company has no integrity. I made a sincere effort to give them every opportunity to fix this and all i recieved was a doctored quote for someone else. 
  
  Sincerely,
  
  *** *******

  

  Business Response

  Date: 02/26/2025

  Hello ***,
  
  Once again, we sincerely apologize for any inconvenience this has caused you.
  
  We fully understand your concern and have carefully considered the circumstances surrounding your case. We want to assure you that your refund request has already been approved, and we hope to resolve this matter promptly for you.
  
  Thank you!
  
  
  Sincerely,
  Mariel
  **** SMM Team
  **************
  
  
  

  Customer Answer

  Date: 03/02/2025

  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,
  
  *** *******