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:02/17/2025

  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.

  Pul is telling me I elected to become an Appliance protection member which i have no recollection of nor can they provide me with any documentation showing a customer signature either electronic or hard copy. They said I agreed to this at the time of service. They sent me contract that just showed my name with no signature and said they sent monthly emails advising me of the $37.26 mo charge. I told them I never recd any emails after checking both past emails and spam folders yet i did receive the recent email when I asked what documentation they had regarding the billed service amount. Unfortunately I did not notice the recurring chg until this month at which time I contacted them. They only agreed to refund me for the cancelation fee. When they said they could not refund me for the monthly charges incurred totaling $335.34 I told them I had no recourse except to file a claim with BBB. Companies must be transparent with these charges. I do NOT agree to memberships and would never have agreed to this especially at a time of huge distress as my husband just had brain surgery when the *** came and had nurses coming in and out that day due to complications. I am seeking full restitution for the 9 mos of recurring charges.

  

  Business Response

  Date: 02/19/2025

  Hi *****, 
  
  Thank you for taking the time to share your experience with us. We deeply regret the inconvenience and distress caused by this situation. Your feedback is valuable, and we want to ensure we address your concerns thoroughly.
  
  First and foremost, we apologize for any confusion or lack of clarity regarding your membership and the associated charges. However, we'd like to clarify that the membership agreement was confirmed by you. After the service, you were presented with two options: paying for the repair only, or opting for the Appliance Protection membership. As shown in the sample image below, when you proceeded to payment, ticking the box to agree to the **** service Terms & Conditions indicated your consent to the membership.
  
  Please be aware that if the membership is canceled within the first 30 days, it may qualify for a full refund. For cancellations beyond this period, a cancellation fee may apply. Furthermore, if the value of discounts received as a member surpasses the total amount of monthly payments made, a chargeback fee will be imposed. In such cases, we will calculate the difference between the two amounts and then proceed with the cancellation. Additionally, we send payment notices prior to the monthly dues. 
  
  
  Best,
  Mariel
  **** SMM Team
  **************

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22952470
  
  I am rejecting this response because: In reference to the above compliant # the business response was NOT satisfactory.  After receiving their response via your email ***ly from today dated 2-19-2025, I reached out to the person who responded to the complaint and referred it back to the supervisor. His response was the same of the one previously received with no documentation to validate their claim which was that I agreed to their membership option.  I previously asked for proof either electronic or hard copy indicating I agreed to this. In their ***ly they said to view the sample image below which said when you proceed to payment I ticked the box to agree to the **** service Terms & Conditions.  Additionally they stated they sent payment notices prior to the monthly dues, but I have no record of receiving any notices as I stated numerous times during prior phone conversations.  I explained when the *** came out I explicitly told him I only wanted to pay for the service call and never agreed to any membership nor did he give me a copy of any documents upon leaving.  Additionally my husband had just had brain surgery prior to the service call.  That day he started hermmoraging and on call nurses came to the house, there were people running in and out all day due to complications.  I explained to Pul that I was seeking reimbursement for the recurring monthly charges of *****/mo times 9 mos of charges for a total of $314.91. They had only agreed to reimburse me for the cancellation charge but have yet to provide any valid documentation to show I agreed to this membership.  Furthermore, I told them I do not due memberships with the exception of my Amazon prime membership.  I am asking for your help to pursue this complaint, based on the circumstances and facts provided,  as I do not feel this company has been transparent nor are they customer center focused.
  Regards,
  

  
  

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

  

  Business Response

  Date: 02/20/2025

  Hi *****,

  We had your claim evaluated and looking into the record, email was sent to you on May 31, 2024 as a confirmation on the plan being purchased. A sample in notices being sent prior to payment collection has been attached as well. It's the screenshot dated June 25, 2024.

  As further confirmed as we'll, you were given a discount amounting to $81.88 for your Refrigerator repair on May 31, 2024, which does reflect on the invoice, which is a benefit of the plan. Aside from that, you were approved for refund for the Chargeback amounting to $32.99, as a consideration.

  Unfortunately, having the notices sent out and the consideration done, we'll not be honoring further refunds for the plan payment.

   

  Thank you,

  **** Refunds Team

   

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22952470
  
  I am rejecting this response because the business is unable to provide me with documentation showing i authorized this membership either with an authorized signature or proof of where I selected the option of service call payment vs membership.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:02/17/2025

  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.

  **** Appliance Repair sent a technician to my house on 1-25-25 to solve an excruciating squeal occurring when I ran my dryer longer than 10 minutes. He took the machine apart, said it needed oil but he didn't have any, asked me for cooking oil spray, reassembled the dryer, and turned it on. It made no noise. I reminded him that it had never started making the noise less than 10 minutes into a drying cycle and asked him how he knew the problem was solved, and he assured me that the noise would not occur again. He brought no replacements parts with him and did not say that any part needed to be replaced. The noise resumed the next day. I asked **** for a refund. They refused and said their guarantee entitled them to try again to fix the appliance. They scheduled the same person to come back in a few days. The arrival window was between 4 and 6 PM. At 3 PM, the technician called me, interrupting a conference call, and stated that he would arrive in 25 minutes. I told him that I would not be arriving at my house by 3:25, nor between that time and 4:00, and reminded him what the scheduled time was. He said that, if I couldn't let him in at 3:25, he couldn't come until 7 PM or later. I again reminded him of the agreed time. He yelled, literally, that he couldn't arrive as scheduled due to his distance from my house and complained that I had "rescheduled" the appointment. (Actually, **** "schedules" appointments randomly/unilaterally without client input and calls it "rescheduling" when you contact them to set a real time.) I requested a more professional tech. They set an appointment for a few days later. I told them I would expect the repair that I'd already paid for to be done at that time. The second tech was less rude but did no repair. He said parts needed to be replaced (confirming that the first tech had misdiagnosed it) but he had no such parts and couldn't do any work until a week later. **** is still refusing to return my $439.

  

  Business Response

  Date: 02/18/2025

  Hi ******, we sincerely apologize for the inconvenience and frustration you've experienced with our service. We understand how important it is to have your appliances working correctly and on schedule. Your feedback highlights several areas where we fell short, and we are deeply sorry for that.
  
  We also apologize for the miscommunication and the scheduling issues you encountered. This situation is far from ideal, and we are taking steps to improve our scheduling process to ensure that it is more reliable and respectful of your time.
  
  We appreciate your patience in allowing us to send a second *********** However, it is clear that we need to address the misdiagnosis and the lack of parts on hand. We are reviewing our procedures to prevent such issues from occurring in the future.
  
  As for the refund, please be aware that we still have an open ticket for this concern. We emailed you yesterday, stating that this issue is being re-evaluated, and we will get back to you as soon as possible.
  
  Best,
  Mariel
  **** SMM Team
  **************
  
  

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22951796
  
  I am rejecting this response because:
  No valid reason has been given for an "open ticket," which evidently means a delay in returning my funds. The business has been paid $439 for an appliance repair and has provided no appliance repair in exchange for that money, over the course of a month. The law requires "consideration" in exchange for money paid. That means that a business is not legally entitled to keep a customer's money without providing the relevant service. A month is an absurd amount of time to expect to hold a customer's money after failing to deliver the service you were hired to deliver. Please refund my $439. Thank you.
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 02/20/2025

  Hi ******,
  
  Apologies for any inconvenience caused and thank you for your patience.
   
  Repair - Total Payment $382.90 - Service Call Fee $89 = $293.90
  Tip - $57

  
  Total - $350.90

  
  The stated amounts; $293.90 and the $57, are to be processed separately.
  
  
  Kindly let us know if you have any further concerns.
  
  
  Thank you,
  ****
  **** Refunds Team

  Customer Answer

  Date: 02/22/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution will be satisfactory if the business actually refunds my money as they have promised to do.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:02/03/2025

  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.

  ************ stated that it would only take 15 minutes for the handyman to do work(hang 1 piece of art). They charged me for (2) hours of labor-- totaling $197, when the website showed $83

  

  Business Response

  Date: 02/04/2025

  Hi JD, 

  ****' standard pricing estimates are based on the average rates in and around your state. When we send a technician to a job, we require that they proceed only with the customer's presence and approval.

  Regarding your service request, the technician confirmed that he provided information about the charges and moved forward with the repair only after obtaining your agreement. We never pressure customers into repairs they do not wish to proceed with at the quoted price.
  We also allow customers to pay after the service is completed so they can verify that the requested work has been done to their satisfaction. If customers are not satisfied, they can choose not to pay the fee and are welcome to reach out to our Support Team to discuss any concerns before making payment. Thank you for your understanding.

   

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

• Initial Complaint

  Date:02/03/2025

  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.

  Puls Technologies ********************************************** Repair I had an incredibly frustrating experience with Puls Technologies and their lackluster customer service. I filed a claim for my refrigerator, which was making a loud noise. The technician they sent out claimed he didnt hear the noise I was describing but still proceeded to replace the defrost sensor, charging me $430.Just two hours after he left, the refrigerator was still making the same noise. I immediately contacted him, but it took an entire week for him to return. During that time, I sent multiple videos clearly capturing the worsening noise, proving that the issue had not been resolved.When he finally came back on Saturday, he suddenly claimed he couldnt hear the noise from the videos and insisted it was now a different issue than before. Instead of addressing the original problem, he tried to charge me even more for an evaporator fan replacement.I reached out to **** for a refund since my refrigerator was never fixed in the first place, but they refused, claiming that because a part was replaced, I was not eligible. But if the sensor was truly the issue, my refrigerator would be working properly, right?**** essentially took my money without solving the problem. Their customer service is terrible, their technicians seem more interested in upselling unnecessary repairs than fixing appliances, and their refund policy is a complete scam. I do not recommend using Puls Technologies for any appliance repairs, youll just end up frustrated and out of money.

  

  Business Response

  Date: 02/04/2025

  Hi Chizobam, thank you for sharing your experience with us. We sincerely apologize for the frustration and inconvenience you faced with our service. This is not the standard we strive to maintain.

  We understand your concerns about the technician's diagnosis and the subsequent issues you encountered. Our goal is to provide effective and reliable repairs, and we regret that we did not meet your expectations in this instance.

  This matter has been escalated to our management team, and we kindly ask for your continued patience as we conduct a thorough review. Rest assured, we will get back to you with a resolution as soon as possible.

   

  Best, 
  Mariel
  **** SMM Team
  **************
  
  

• Initial Complaint

  Date:02/02/2025

  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.

  I am filing this complaint to formally report **** for fraudulent business practices, deceptive service, and unprofessional customer support. Despite my efforts to resolve the issue directly, the company has refused to issue a refund and has treated me in a condescending manner. I am requesting the Better Business Bureau to intervene and assist in securing my refund of $244.90.On 01/30/2025, I scheduled a repair with **** because my dishwasher was not draining. The technician told me he hopefully had the necessary pump and initially quoted me $350. After I voiced concerns about the cost, he returned with a reduced quote of $244.90, stating he would not charge me for the part but would still replace it. I agreed under the assumption that a legitimate repair was being done.After the technician left, I inspected the dishwasher and found that nothing had been replacedall components, wiring, and underlying areas still had visible five-year-old dust and showed no signs of work. Additionally, I took a photo of the box he brought in, and upon researching it, I found it was a GE control board for a range ovencompletely unrelated to my dishwasher. This proves the technician lied about replacing a part and deliberately misled me into believing work was done when it was not.When I contacted **** customer service, they were dismissive and condescending, telling me I wouldnt know what part was replaced. This response is unacceptable. If a part had truly been replaced, I would be able to see a new part installed, and there would not still be years of dust covering every component under my dishwasher. The evidence is clear that nothing was ********** this point, **** has refused to refund me despite the fraudulent service, and I consider this outright theft. I am requesting the BBB to investigate **** for deceptive and unethical business practices and help secure my refund.I appreciate your time and look forward to your response.

  

  Business Response

  Date: 02/03/2025

  Hi *******, thank you for sharing your experience with us.
  
  We deeply apologize for the frustration and inconvenience you faced. It's disheartening to hear that you felt misled and that the service did not meet your expectations. We take these matters very seriously and are committed to resolving this issue.
  
  Please be aware that we have received your email and refund request, and we are currently reviewing the matter. We ask for your patience as we carefully examine the details. Rest assured, we will keep you updated via email.
  

   

  Sincerely, 
  Mariel
  **** SMM Team
  (860) 596-017
  

   

• Initial Complaint

  Date:01/23/2025

  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 purchased a service contract with **** in July 2024 after a service call on our oven. I paid a monthly fee of $34.99 for future service. January 2025 I made an online request for service on a dishwasher door spring and a freezer not keeping cold. On 1/16 a service man came. He said the freezer compressor was not covered under our plan. We did not go ahead with the repair as he said it would be approximately $1500. He did fix the cord on the dishwasher door. He simply reattached the cord. It did not require any new parts and he did not say that it was not covered as he did with the refrigerator. I paid the $89 fees for both appliances. I was angry about the non coverage so I canceled my policy that day. I was told this plan could be canceled at anytime. I had been paying the fee for 6 months. They collected the $34.99 for January, two $89 fees for the visit, they charged me $53 to cancel, and a week later (1/22) we get a text that a tech is scheduled to come on 1/23 to work on the dishwasher! I replied to the email and said we did not request any service. Then I get an email saying the dishwasher was not covered and we owe $187.90. I should not have to pay more after the transaction is completed.

  

  Business Response

  Date: 01/24/2025

  Hi Don,
  Thank you for reaching out. Upon review, heres a summary of our findings:
  Dishwasher Repair (1/16/2025):
  The technician repaired the door link, which isnt covered under your warranty (per Section VII of your membership terms).
  Outstanding Balance (1/23/2025):
  Since you paid $89.00 on 1/16/2025, an additional $98.90 remains due for the standard repair totaling to $187.90. Please note that your membership benefits were not applied, as your membership had already been canceled at the time of the repair.
  Please see breakdown bellow
  Standard Repair :$173.0
  Security & support fee: $14.90

  Refrigerator Repair:
  The sealed system was covered under warranty, and we apologize for the lack of clear communication from the technician. However, your membership was canceled before we finalized the claim.
  Membership Charges:
  The monthly membership fee is non-refundable, as you were notified 35 days prior to the charge. Upon cancellation of the membership you were charged for the discounts your received on 07/16/2024 for your oven appointment.  Kindly visit our ************************************************ for your reference.
  If you have any further questions, please let us know.
  
  
  Sincerely,
  Aj
  **** Refund/SMM  Team
  **************

  
  

  Customer Answer

  Date: 01/25/2025

   
  Complaint: 22847287
  
  I am rejecting this response because:  I paid $266 for the tech to reattach a cord on the dishwasher door. I should have been told whether or not it was covered BEFORE he did it. I would not have paid for services not covered. I canceled the contract After he finished the appointment. He was standing in the kitchen talking to my husband telling him to call ** about the refrigerator. If the tech was incorrect in telling me that the dishwasher was covered, that is on HIM, not me. It did not require any parts. It was a matter of reattaching the end of a cord. He did NOTHING to the refrigerator other than take a temperature reading. As it is, I paid another company to fix the refrigerator that should have been covered under the contract. 
  
   
  Sincerely,
  
  *** ****

  

  Business Response

  Date: 01/28/2025

  
  Hi ******************* records indicate a payment of $89.00 for the dishwasher service. If you made a payment of $266.00, it does not appear in our system. Could you please confirm the payment method and the date of the transaction so we can investigate further?
  
  The technician identified the dishwasher door link issue as a result of normal wear and tear, which falls outside the scope of your warranty coverage (as specified in Section VII, Letter A of your membership terms). Despite this, the technician explained the situation to you at the time, and you consented to proceed with the repair under the standard terms and charges.We charged you $187.90 for labor, but you only paid $89.00 at the time of the repair. This leaves an outstanding balance of $98.90.
  
  As for the refrigerator, the issue (sealed system) would have been covered under warranty, but your cancellation of the membership voided this coverage.
  
  Please refer to the attached file for your membership terms and conditions for your reference.
  
  We apologize if there was any misunderstanding or if our service fell short of expectations. If another provider successfully repaired the sealed system issue, we kindly request their diagnostic report for review.
  
  
  Sincerely,
  Aj
  **** SMM Team
  **************

• Initial Complaint

  Date:01/13/2025

  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 had my dryer serviced in October ************************** Jan 2025 due to the same problem it was having hence the reason for repair! Is should still be under warranty and they are giving me the run around about someone coming to fix the problem. I have called for a week straight. They sent someone out to determine If the problem is under warranty. The tech stated that it is and no one has come to fix the problem

  

  Business Response

  Date: 01/14/2025

  Hi *******,
  
  We wanted to provide you with an update regarding your dryer service. Upon reviewing both service appointments, the new ********** has determined that the pulley and belt should have been replaced on the intial repair service. Based on this assessment, we recommend having the second ********** repair both the pulley and the belt.
  
  Since you have already covered the labor costs, we will only charge for the pulley part, which is estimated at $75.68 plus tax.
  
  Please let us know if youd like to proceed so we can arrange for the ********** to order the part and schedule the repair. For any questions or immediate assistance, feel free to call us at **************.
  
  Sincerely,
  AJ
  **** SMM Team
  **************

  Customer Answer

  Date: 01/15/2025

  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:01/09/2025

  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.

  October 2, 2024 Called to have refrigerator fixed; error code on front panel. Technician came and was on ******* to figure out problem. Told to unplug and leave doors open for 24 hours. Called merchant and requested they send some else. After time passed they sent someone but because I disputed charge, they cancelled. Capitol One went ahead and paid ****. There was a 90 day warranty that expired on 1/2/2025. I have read reviews that they do this to people all the time. I would never recommend this company.

  

  Business Response

  Date: 01/09/2025

  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 service as we always strive to provide a successful repair. Nonetheless, we understand your sentiment and the position that you are coming from as we were unable to provide you with the best service that we ought to deliver.
  
  The team was able to send you a follow-up messages regarding the dispute and we haven't received until a call which was over your past the 90-days Guarantee period. 
  
  As much as we want to help and assist you sadly we do also have terms and condition which you agreed when you booked and paid the appointment with us. 
  

  Sincerely, 

  **** Support Team

  
  

  Customer Answer

  Date: 01/13/2025

   
  Complaint: 22789759
  
  I am rejecting this response because:  I called various times within the 90 period.  Each call resulted in being told you would get back to me; never did.  I believe you planned on waiting until the 90 period was up; which was January 2nd.  I am so disappointed to have paid $407.98 and received no help in getting my refrigerator repaired.  I have review numerous reviews online and people have complained about same handling of their service. 
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 01/14/2025

  Dear *******,
  
  We would like to provide a detailed overview of the service history for your refrigerator:
  
  On October 3, 2024, a ********** replaced the evaporator fan motor to address the noise issue.
  On October 26, 2024, you filed a guarantee request, reporting that your refrigerator was still making noise and had started leaking.
  On October 28, 2024, the ********** visited your home and recommended turning the unit off for 24 hours and leaving the door open to reset the temperature control board.
  On October 31, 2024, you reported that the issue persisted. As a result, we dispatched another ********** on November 4, 2024, who diagnosed a failure in the icemaker fan. The failure was determined to be due to wear and tear, unrelated to the previously replaced part.
  We understand you have since filed a dispute. On November 4, 2024, we emailed you explaining that we would continue servicing your unit once the dispute was resolved. A follow-up email was sent on November 18, 2024, but we have not received a response.
  
  To ensure your concerns are addressed promptly, we are arranging for a third ********** to assess your unit at no cost to you. We will provide an update once the ********** completes the diagnosis.
  
  Please feel free to reach out if you have any questions or concerns. 
  
  Sincerely,
  Aj
  **** SMM Team
  **************

  Customer Answer

  Date: 01/14/2025

   
  Complaint: 22789759
  
  I am rejecting this response because:

  I had no other choice after 3 1/2 months to get another company to repair the refrigerator.  **** is lying about me not responding; I called and called and was constantly told they would get back to me with no response.  I contacted my credit card company again and unfortunately they paid the $407.98.  I am now out of my money and have to pay another company.  The lies from this merchant continue to mount.  They offer a 90 day warranty on service.  The ********** who came on October 2nd, only looked at ******* video and suggested I unplug the refrigerator and leave my door open for 24 hours.  The second ********** Mo explained the part needed, but **** would not repair.

  Emails I received:
  

  10/31/2024 - We are sorry to hear that you are still having an issue with the unit after the most recent visit of the **********. We have taken your feedback seriously and as a result we are now sending a different ********** to reinspect your unit for second opinion.
  
  We have scheduled the appointment for tomorrow 11/01/24 between 1-3 PM.
  Once a ********** is assigned a confirmation will be sent.
  

  11/1/2024 - Due to high demand in your area, your requested appointment time is no longer available. We are deeply sorry for any inconvenience this may have caused you.
  We have alternate times available for you to choose from. Please click "Select a new appt time" button below to select a new date and time that work for you.
  

  11/4/2024 - This email confirms that your appointment with us regarding your Refrigerator for Friday, Nov 15, 2024 between 1:00pm - 3:00pm has been cancelled.
  Should you wish to book a new appointment with us, you can do so by visiting ************ or by clicking the 'book a service' button below.

  11/18/2024 - We have received your request,  and we are sorry to hear about the current issue of the unit. We understand your concerns and are committed in resolving your issue as promptly as possible.
  
  However, it appears that there is still an open dispute for the repair charges. Thus, before we proceed with the service we kindly ask to drop the current dispute as our policy requires any outstanding disputes to be resolved to proceed with the service. This ensures that we can focus entirely on addressing the unit's problem, following the process without
  any conflicting issues.
  
  Once the dispute is dropped, we can send the ********** back immediately. 
  
  

   

   

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

  

  Business Response

  Date: 01/14/2025

  Dear *******,
  
  We sincerely apologize for the oversight on our part. To make amends, wed like to offer a complimentary reassessment of your service by a different technician. While it has been two months since your last appointment, this follow-up is intended to ensure everything operates at its best.
  
  That said, we fully understand your decision to work with another company that successfully overhauled your unit. Although we regret not having the opportunity to fully resolve the issue, we deeply value your trust and hope to assist you again in the future.
  
  As a gesture of our commitment, were pleased to offer you a $50 discount on any future handyman service. Simply use the code HANDYMAN$50 when booking with us.
  
  Thank you for giving us the chance to serve you. We hope to restore your confidence in us down the road.
  
  Warm regards,
  Aj
  **** SMM Team
  **************

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22789759
  
  I am rejecting this response because:

  I lost $407.98 and received no repair and had to pay out $306 on 1/14/2025 for proper repair of my refrigerator, 3 months after using ****.  After constant back and forth, constant calling the merchant, as well as my credit card company with no resolution.  To offer $50 is a slap in the face.  I would never use this service, nor would I recommend to anyone.  The company that came yesterday was professional, resolved issue and I finally have my appliance up and working.  I honestly feel as if I was scammed by ****, especially since they received $407.98, which I still have to pay.
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 01/17/2025

  Dear *******,
  
  We deeply regret the inconvenience and frustration youve experienced. We sincerely apologize that you had to seek further professional assistance from another service provider, when we should have arranged for a new technician to assess the issue at no additional cost to you. We understand your concerns about the service and communication, and we are committed to thoroughly reviewing this matter. While the $50 offer was intended as a gesture of goodwill, we realize it may not fully address your inconvenience. If you could kindly provide us with the inspection report from the service provider who successfully overhauled your unit, it would help us review the repair done by our technician and may provide an amicable resolution.

  
  
  
  Sincerely, 
  Aj
  **** SMM Team
  **************

  Customer Answer

  Date: 01/20/2025

   
  Complaint: 22789759
  
  I am rejecting this response because:

  On January 14, 2025, I went through Angi's List to hire a contractor to complete the work.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:01/04/2025

  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 contacted ************ for repair my ** dryer on 1/2/25. I was put in contact with repair technician ********. ******** came to my home and diagnosed a defective part. It was to late to obtain defective part and he would return the following day. The laundry area was small. ******** disassembled the dryer and never once asked me to remove the door. He returned the following day and completed the work. I did check to ensure the dryer was getting out. I went into the laundry room to clean up and mop the floor. Upon entering the laundry room I noticed the paint on the door was damaged. I immediately telephoned ******** and asked him to return. He advised me me was 20 minutes away and would not return. I texted him the pictures. He said he did not do the damage. You could tell the damage was FRESH. I found an 800 number for ************ and telephoned them. I spoke with a ***** and ****. I emailed them the same pictures and advised you could see the damage was new. I advised them I wanted my door repaired. They stated they would have to contact ********. I also sent them the picture of the custom paint label from ******* ******** paint. On 1/3/25 **** got back with me to state they would not be able to repair my door. I now search the Internet looking for a street address and was not able to locate however I did find negative experiences customers had. This company advertises online the Better Business Bureau logo. I would appreciate your help in contacting this business on my behalf. I checked the Georgia Secretary of the State to see if a business was registered in ******* with no success.

  

  Business Response

  Date: 01/05/2025

  Hi ******,
  
  Thank you for sharing your concerns and providing images of the damage. Upon thorough review and consultation with our technician, we have determined that the damage does not appear to have occurred during our service. However, we are committed to investigating this matter further. If you could provide any images or documentation from before the incident, it would greatly assist us in our review.
  
  In the meantime, we truly value your business and want to support you in resolving this issue. As a gesture of goodwill, we'd like to offer you a $20 discount toward handyman services. Please use the code HANDYMAN$20 at your convenience.
  
  Thank you for your understanding, and please do not hesitate to reach out if you have any further questions or concerns.
  
  
  
  Sincerely, 
  Aj
  **** SMM Team
  **************

  Customer Answer

  Date: 01/05/2025

   
  Complaint: 22766872
  
  I am rejecting this response because: You can see the scratches are fresh ! The paint that was scratched is still there ! The technician stated he carried the drum OVER his head. He had to get it out first. 
  I am unable to add a video. Anyone can see this is freshly done
  Sincerely,
  
  ****** E ******-******

  

  Business Response

  Date: 01/09/2025

  Hi ******, 
  
  We sincerely understand your frustrations and are committed to resolving this issue promptly.

  To help us further review your case, could you please provide a photo of the entire door showing the whole laundry area? You may also send a video to ****************************.
  

   

  
  Best, 
  Mariel
  **** SMM Team
  **************
  

  
  

  Customer Answer

  Date: 01/12/2025

   
  Complaint: 22766872
  
  I am rejecting this response because:

  Please find the entire door as requested.  The files are too large

  
  
  Sincerely,
  
  ****** E ******-******

  Customer Answer

  Date: 01/15/2025

  Thank you for responding.  The laundry area is a very small area. With the appliances in there, there is no room to move in order to send the pictures you are requesting. This is the reason the pictures are in sections. Prior to me contacting your local BBB all the pictures and videos were sent to you . Are these treated as separate cases. I even sent where the paint on the door was custom paint.

   

  I AM HAVING DIFFICULTY UPLOADING ADDITIONAL PICTURES ON BBB WEBSITE. I HAVE LEFT A COUPLE OF MESSAGES FOR BBB TO RETURN CALL.

   

  YOU HAVE THE PICTURES. I AM UNABLE TO TAKE A PICTURE OF THE ENTIRE DOOR DUE TO RESTRICTION OF SPACE

  

  Business Response

  Date: 01/21/2025

  Hi ******, 

  The team was able to respond to your complaint to send us pictures and video or your whole laundry area given that the technician also confirms that there is now way for him to damaged the **** as the unit that fixed was not near or the doer area, please send it to **************************

  Sincerely, 
  *****
  **** Support Team
  
  

  Customer Answer

  Date: 01/22/2025

   
  ******
  I did respond to BBB via Internet on this past Thursday. The email was sent to *******************************************************************.

  Two emails were sent. Please advise if this is satisfactory.

  
  Sincerely,
  
  ****** E ******-******

  

  Business Response

  Date: 01/23/2025

  Hi ******, 

  Were eager to resolve this issue with you.

  We have received the video showing the scratches. However, to thoroughly review your case, we kindly ask for a video or photos of the entire laundry area, from the door to the inside. You may send it to ****************************.

  We appreciate your patience and cooperation.

   

  Best, 
  Mariel
  **** SMM Team
  **************
  
  

• Initial Complaint

  Date:01/02/2025

  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.

  I went on the **** app and requested for a hvac technician for my furnace he called me but I missed his call so I called him back and he said he had to cancel because I didnt answer then he asked me what was wrong with my furnace so I stated to him that it wasnt any electric going to my furnace so he said if dont nobody fix it when I make another order from **** to call him in the morning so i put another order in for another technician to come out on **** and I guess he called because he was the technician again so he came out to my house and he went down to my furnace with a electric tester and said theres no electric going to the furnace so he suggested that I call a real electrician then he proceeded to tell me its 150 dollars so I said *** I told you on the phone that it wasnt any electric going yo the furnace if you knew you couldnt do electric work why did you bother to come so I asked him to speak to a supervisor he said the office is closed because its Sunday do I said ok Ill call tomorrow so he asked for my card numbers and he put them in his phone and paid the bill hisself after he left I tried to rate the service but it said it was done already so he did that hisself also then the next day I check my email and it says he did a subscription with my card without my consent I spoke with a supervisor and I told him thats fraud and he agreed but he dont agree with me getting my money back and no action take against this technician

  

  Business Response

  Date: 01/03/2025

  Hi ******,

  Thank you for bringing this serious matter to our attention. We sincerely apologize for the inconvenience and distress youve experienced. This is not the level of service we strive to provide, and we are committed to addressing this issue promptly.

  Please contact our customer service team directly to resolve this matter, ensure that you are refunded appropriately, and investigate the technician's actions. Your satisfaction is important to us, and we want to make things right. We appreciate your patience and understanding as we work to resolve this issue.

   

  Best, 
  Mariel
  **** SMM Team
  **************