ComplaintsforPuls Technologies, Inc.

• Initial Complaint

  04/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ************ sent a tech out to fix my *ryer on 3/20 the tech KEi was here for 30 minutes an* fix a spark plug on the heating element. The heating has 5 components an* just one thing shoul*nt have been replace*. Its a heating element kit that all 5-6 components shoul* be replace* fixe*. The *ryer worke* for less than 8 *ays. The tech ma*e /$250 in 30 minutes an* *i* not fix the problem. I calle* the company an* they sai* they woul* repair un*er warranty 90 Day warranty. They finally sent another tech out on 3/30 an* he sai* he thought it was another component of the heating element that shoul*ve been replace*. After an hour of waiting the technician sai* it nee*e* to be the original tech that *i*nt fix it on 3/20 that nee*e* to come an* fix un*er warranty. Explaine* the *ryer wasnt working an* aske* them to sr * the same tech that came on 3/20 which they *i* not they sent another technician. I calle* every *ay for 5 *ays when the original technician they state* that the technician is not respon*ing to sche*ule* a time to come out, I Aske* for a refun* an* they sai* they woul* process the refun* but it has to go through their refun* team. If its not fixe* an* it worke* for 8 *ays 3/20-3/28 an* they tol* me I was covere* un*er warranty they shoul* be refun*ing me, they are not honoring their warranty after they tol* me several times it was covere* an* still havent sent anyone to fix it its 4/6/24 over a week with no repairs. They emaile* to*ay me an* sai* theyve *iagnose* a new problem an* it will cost me $76 more. Thats over $300 to fix my *ryer for both techs to be here less than 30 minutes, mis*iagnose* 1st time an* *i*nt even *iagnose it the 2n* time by opening up the *ryer just ma*e something up that something else was wrong with it. You cant say something else is wrong with it when you *ont open up the *ryer an* *iagnose the problem the tech was just guessing an* saying it was something else with the heating component ************ has lie* to me repeate*ly, sai* it was covere* by warranty an* now they want more money. I have been without a *ryer 3/28. I *o not want them to come fix it I want a refun* I have been scamme* an* I want a refun*. **** nee*s to make this right for me an* my family Ive been scamme* an* lie* to an* strung along just to be aske* to pay more money to fix it again. The secon* tech *oesnt even know what is wrong with the *ryer, he *i*nt test it or *o anything he just sai* its something else without truthfully knowing what it is. I am *eman*ing a refun* from **** I have voicemails that states its covere* un*er warranty. Refun* me asap so I can fin* another company to fix my *ryer, Ive ha* to spen* a**itional fun*s at the laun*ry mat *oing laun*ry for my family since they have strung me along with repairs on their warranty. I *o not trust this company I have been scamme* an* tol* repeate*ly its covere* un*er warranty.

  

  Business response

  04/10/2024

  Hello ******,
  
  Thank you for bringing this concern to our attention and we are very sorry to hear that this has been your experience with us. Our utmost priority is to ensure that quality service is always observed and provided along with customer satisfaction.
  
  We understand the frustration caused by being unable to resolve the issue with your appliance as well as the inconvenience that this has caused you.
  
  Thus, the team has reviewed the appointment details and the Guarantee ticket, which we deliberated in consideration of your desired settlement. Unfortunately, we regret to inform you that we cannot provide a full refund for the service call fee. The Guarantee team has offered to cover the cost of the heating element repair since the new technician that was sent has determined that the whole heating assembly must be replaced to ensure that the problem is resolved. Apart from that, the service call fee is strictly non-refundable for as long as any of the technicians provide a correct and thorough diagnosis. The service call fee is the fee that we are using to connect customers to our technicians; hence, given that the new technician did a complete and in-depth diagnostic service, we have to deduct the service call fee towards the refund cost.
  
  On the other hand, we would like to clarify as well that the creation of a refund ticket is not an affirmation that the refund request is immediately approved. **** have a standard procedure for reviewing and validating the request which may take between ***** hours to assess; however, it may take more than the average hours depending on some cases.
  
  We understand this may not be the outcome you were hoping for, however, we can proceed to process the refund amounting to $143.82. Kindly respond to our email confirming the **** card that was used to settle the repair cost in order to immediately process the refund.
  
  
  Sincerely,
  **** Support Team

• Initial Complaint

  04/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 02/19/2024, a technician for **** repaired my dryer. I asked when he was leaving if **** also repaired icemakers. He said yes. After briefly opening my freezer and noting the model number to check if the part he thought needed to be replaced was available, he said I could pay for the part at that time and he would come back a week later to install it. After several attempts to send me a payment link from ****, he said he had a poor cellphone connection and would try to send to me later that day. After he left, I received a payment link for $114.29, which was less than the amount he said the part would cost (over $200 if I recall correctly). I paid the amount shown due via PayPal assuming this was a new price for the part,A week later on 02/26/2024, I reached out to the technician to request an update since I had not heard back from **** after this payment. After not hearing back, I texted the technician back on March 1 asking if I needed to contact **** directly for a reply. The technician texted me back, but initially said he did not recall any discussion of an icemaker repair or even repairing my dryer. He asked me to send a copy of the receipt for the icemaker part. I sent him the PayPal receipt for this transaction because I never received a receipt from **** for the part he was ordering. He then called me with a customer support team member from ****, who also said **** had no record of this charge and asked me to email the PayPal receipt. **** Support subsequently reached to me a couple of weeks later to say that they determine what had happened, but that they would only refund me $25.29 because they were charging me an $89 diagnostic fee, even though I explained that no formal diagnosis had been done beyond the few minutes the technician briefly looked at my freezer. And when pressed, **** could not explain why they charged me $114.29 if the diagnostic fee was $89, which I never agreed to in advance as I had for the dryer repair.

  

  Business response

  04/02/2024

  Hello, ****. 

  Thank you for bringing this to our attention. And we assure you that **** adheres to company's protocols and processes for addressing concerns. Thus, we sincerely regret any dissatisfaction caused.

  We understand the impact this situation has had on your experience with our company, and we apologize as we could have done better to handle your concern on our end. 

  Our team will conduct a thorough re-evaluation of the refund request to meticulously examine the details of the of the payment you processed for a supposed refrigerator repair with us.
  
  Upon checking the details of the appointment linked to the paid refrigerator service that you paid for, it was registered under a different name, specifically *************************, with the following contact information:
  Email: *************************
  Phone: **************
  Address: *******************************************************************
  
  In this regard, could you please confirm the model and serial number of your refrigerator unit?

  We aim to rectify and resolve this matter and it is our utmost priority to provide you with the best possible resolution to address this concerns you may have.

   

  Sincerely, 

  **** Support Team 

  Customer response

  04/03/2024

   
  Complaint: 21506942
  
  I am rejecting this response because: 

  **** also sent me this email directly. I indicated that the source of the problem may be the fact that they have billed me for someone else's repair request since they indicate that the name, email and phone number they have on file for a "paid refrigerator repair" are not mine and no one named "*************************" lives at my address. This may explain why I never received a bill for this expense; instead, I received a prompt by text to pay. 

  Here's response I sent them yesterday by email: 

  "That may be the source of the issue. I have no idea who *********************** is and don't recognize that phone number. 
  
  "Also,I never had an appointment to repair my refrigerator -- I had an appointment to repair my dryer. As stated repeatedly, I simply asked the technician when he finished repairing the dryer and has paid him if he also did refrigerator repairs. 
  
  "In fact, when I finally reached the technician a week later and he patched me into a call with **** customer support, I was told **** had NO record of any request to repair my refrigerator.
  
  "It appears to me that **** records inaccurately charged me for someone else's service call."

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

  

  Business response

  04/04/2024

   

  Thank you for getting back, ****. 
  
  
  It was never our intention to cause any confusion as the supposed charge for the inspection was created under the said name who is also one of the technician's customers which might have caused a mix-up with the payment link that was sent to you. 
  
  To clarify, *** we request that you confirm the model and serial number of your refrigerator? 
  
  
  
  
  Regards, 
  ****

  Customer response

  04/05/2024

   
  Complaint: 21506942
  
  I am rejecting this response because:

  **** Support also reached out to me by email and I provided them with the model number and serial number for my refrigerator as requested. However, I again noted that the scheduled visit was for a ******* dryer. I am still waiting for a response to my request for a refund.

  Sincerely,

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

  

  Business response

  04/11/2024

   

  Hello ****,
  
  We truly appreciate your extended patience as the team deliberates further on this ticket. 
  
  Attached is the invoice for the service you paid for and a photo that shows the Model number of the appliance that was serviced by the technician which matches the same Model number you provided. As much as we wish to provide you with a favorable resolution, we regret to inform you that we are still unable to honor a full refund as the $89 service call fee was the fee used to connect you with the technician who exerted effort to travel to your location and inspected your refrigerator. 
  
  Again, we would like to express our sincerest apology for not being able to meet your expectations and provide satisfaction. Still, thank you for your time and understanding of the process. 
  
  
  
  
  Sincerely, 
  **** Refund Team

• Initial Complaint

  04/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Company was initially very responsive. Sent a technician out the same day (Monday 3/25) for a dryer repair and I was charged $125 for that service call. Technician informed me that he needed to order a part and would return on Friday 3/29 to install and scheduled a two-hour arrival window, Technician did not show and I received no call. I called and was connected to an overseas call center who was of little help. When I did get someone with knowledge of the situation, they said the part had not arrived and requested a reschedule to today 4/1 with a two hour arrival window. Again, no technician and no call. I called again and was told someone would call me back to explain and rectify the situation. Nothing. I've taken off work two consecutive days now for a company that hasn't shown up and hasn't notified me that they weren't coming, and they swindled me out of $125. Now I have a broken dryer, I have to start over with a different service company, and I'm starting $125 in the hole.

  

  Business response

  04/02/2024

  
  Hello ****, 
  
  Thank you for bringing this concern to our attention. We genuinely apologize for the delays you faced during this process, especially to your appliance.
  
  Your feedback is crucial to us, and I want to assure you that we take your concerns seriously. We understand the impact this situation has had on your experience with our company, and we regret any inconvenience it may have caused.
  
  We have checked and reviewed the details of the appointment and upon checking, the technician was able to complete the repair for today, 04/02/2024 for the replacement of your main control board. May we confirm if this is the case? Please let us know as well if the issue is also resolved. 
  
  Once again, we apologize for the difficulties you've faced, and I appreciate your candor. If there's anything more we can do to assist you or if you have further concerns, please don't hesitate to reach out.
  
  
  **** Support Team 

  Customer response

  04/03/2024

  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

  03/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I found a Maytag repair contractor online to fix my washer and dryer. I contacted the repair company and was connected to ****. It appeared reputable and they sent me information online telling me it would be $89 for the technician to come to my home to review the problem. I was connected to **** contractor named *** and his information was sent to me. I scheduled the appointment and he came out and told me he needed to order the part and would return after the weekend, on Monday. *** returned with the part on Monday and fixed both the washer and dryer. The cost was $350 for the washer and $400 for the dryer. Everything was done through an app, including payment. *** left and showed me the washer and dryer worked. Later that day I put my clothes into the washer and then into the dryer and the dryer did not work. I tried to contact the contractor to let him know because he said there is a 90 day warranty. The text thread I used through the app no longer works and I have no way to get in touch with the company or contractor. I have contacted **** support and not heard back. I fear the company is a scam.

  

  Business response

  03/25/2024

  Hi ****, 
  
  Thank you for bringing this matter to our attention and we are so sorry to hear about the issue that occurred despite the repair done to your dryer unit. 
  
  Your satisfaction is our utmost priority and we also want to rectify this matter and resolve the problem. 
  
  **** has 90-day Guarantee coverage for every appliance repair, TV Mounting, and ***************** Upon checking, a Guarantee request ticket has been submitted concerning the issue with your dryer. The technician was able to go back and check on the unit on 03/21/2024 and determined that the drum belt was ripped which he was able to replace. 
  
  The Guarantee team tried to get in touch to confirm the unit's condition; however, we were unable to reach you directly. Nevertheless, the team sent two follow-up emails as well to confirm if the issue had been resolved. In case there is still an occurring problem, please let us know by reaching out ************** or by responding to the follow-up email that was previously sent. 
  
  Please let us know if our assistance is still needed.
  
  
  Sincerely, 
  **** Support Team

• Initial Complaint

  03/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired **** to evaluate and repair a leaking washing machine on March 15, 2024. They made an appointment for March 17, 2024 (I did not use the machine in the interim). The technician came and removed the outer covers of the machine after my description of it leaking. He stated we were putting too much laundry in the machine and tested it without laundry and said it works fine and we could use use it completely safely. We ran a load with the setting he showed us worked without laundry while he was there testing it and we only put minor tiny items in the machine (very little laundry, almost nothing) and minutes later the water started overflowing from the machine in the upstairs laundry room through my downstairs ceiling and raining on the ground floor of my house and I am still cleaning up and worried about mould in my ground flood ceiling now. The company will not answer phone after hours and has no help line.

  

  Business response

  03/25/2024

  Hello ******,
  
  We genuinely apologize for the inconvenience and dissatisfaction you faced during this process. We understand the impact this situation has had on your experience with our company and we want to rectify this matter as we want to provide you with the best possible resolution to address any concerns you *** have.
  
  The team is still reviewing the details of the appointment that you had with the technician as we were tediously following up with the technician regarding the details of the service he provided. He informed us that he instructed you to not overload the machine when in use; however, as you reported that the water overflowed during the test load, *** we request photos of the aftermath so that we can have a reference as this will be helpful in our evaluation. We would also like to ask what was the setting that the technician recommended.
  
  We recognize the importance of resolving this matter promptly and accurately. Rest assured, we are diligently working to gather all necessary details to determine the appropriate course of action.
  
  
  Regards,
  **** Support Team

• Initial Complaint

  03/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This company sent a contractor out to fix our washer and did not fix the issue. They have a 90 day guarantee and when we contacted them they have refused to actually send someone to come correct the issue. No one at the company has sent anyone , my husband had to drive to their warehouse to go get a part which is absolutely ridiculous and they still have not sent anyone to fix it. I want all of my money back from the services in January of this year as it did not fix the problem and I still do not have a working washer. This has been by the far the most unprofessional company I have ever encountered and I want no one else to ever experience the frustration I have had to.

  

  Business response

  03/15/2024

   

  Hello *********, 
  
  Thank you for sharing your feedback and we are truly sorry for the less-than-positive experience. 
  
  
  We've tried reaching out to you via a direct phone call but to no avail. As discussed, and agreed upon with the team, a reimbursement of $31.64 has been approved for processing and we would like to confirm if the last 4 digits of the Master card used in settling your payments with us ending in 1932 are correct for us to process it right away? Sadly, the reimbursement can only be processed to the same card you initially used, however, if you no longer have that card, we can either have a check sent to you, which will take 3-5 business weeks, or through PayPal which we only need to confirm the email address associated with your account. 
  
  Additionally, your Guarantee repair was completed on 03/13/2024 and we would also want to check and make sure that the issue has been resolved and if anything else is needed from our end. 
  
  
  You may call us directly at ************** for immediate assistance or email us at ********************
  
  
  
  Best regards, 
  ****
  
  

  Customer response

  03/15/2024

  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

  03/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I paid for a technician to fix a leak in my dishwasher at my rental unit. The tech took a month to come out to complete the repair, and left without plugging the dishwasher back in/checking to make sure the job was completed. When a plumber from another company (SSI, whose notes are attached) plugged it back in, the dishwasher was still leaking. Due to the lease with my renter, I ended up replacing the dishwasher as I could not leave them without one for any longer. I asked **** for a refund as services were not rendered, but they claim that since the technician came out they would only refund half of the labor fee, despite nothing being done as promised.

  

  Business response

  03/18/2024

  Hi ****, 
  
  Thank you for reaching out to inform us about your concern and for bringing this matter to our attention. 
  
  We understand the frustration that can arise from unexpected complications, and we genuinely regret any inconvenience this may have caused you. Our commitment to providing quality service remains unwavering.
  
  After checking and reviewing the details of the appointment as well as the repair done by the other service provider that you reached out to, the team has approved to proceed with the refund amounting to $571.60 which is the full cost of the payment on the said repair. 
  
  The team will be sending out an email for the confirmation of the payment method for the processing of the refund. 
  
  Our apologies once again for the inconvenience and distress that this has caused. 
  
  Nevertheless, please don't hesitate to reach out if you have other concerns or issues that need to be addressed. 
  
  
  Regards, 
  **** Support Team

  Customer response

  03/20/2024

  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. While I am disappointed in your business that it took reporting you to the BBB to get my money back after a failed job, I thank you for resolving this matter.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  03/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked an appointment for 12/21/23 for a TV wall mounting for $99 before tax and used a discount promo code from a company they partner with called UPDATER, after taxes and fees it was around $120 at the time of booking. When booking I declined the offer for a monthly membership fee as I had a discount that was roughly the same in savings and have no need for it. After the work is done the technician sends a payment link that came to be the around $120+tip with no indication of singing up for a membership. During the entire appointment a membership/protection plan was never discussed. I only noticed I was being charged in February as all of January I was moving and had many bank transaction around the same cost of the membership $34.99. Upon reaching out about a refund I got sent a link to to cancel and was told I would be getting one, instead I was charged $47.32 as a cancellation fee. Reaching out again they told me they submitted a refund request and to give them 1-3 days for it that ended with no refund. An email explaining that after 30 days a refund amount based on the applied discounts subtracted from the monthly charges would be refund, ($34.99+$34.99) - $14.90 = $55.08 should have been refunded. I am now getting non-answers and told no even after pointing out the refund policy they sent me. One of the responses I got back was telling me that the membership was pre-attached when the payment link was sent. All I want is a refund for these monthly charges and cancellation fee as it was clear from booking that I never wanted this membership and upon further research is a common issue with this company from complaints on BBB.org.

  

  Business response

  03/04/2024

  Hi ******, 
  
  We received your BBB complaint, and we are truly sorry for the displeasure regarding the charges on your appointment, but we regret to inform you that we cannot ***** you the refund you are requesting.
  
  We have checked the details of your appointment, and we see that there was indeed a membership plan included in the charges that you paid for. After reviewing the history log of the appointment's updated details, we were able to confirm that the subscription for appliance protection was not added by the technician who has serviced your unit. 
  
  On December 21, 2023, at exactly 12:03:30 PM, after having your TV mounted, a payment link was sent to you providing two options: one with the appliance protection plan (as indicated by ***** membership") and one without the membership (as indicated by "Excl. membership"). You may have accidentally chosen the discounted cost with the membership attached, causing the subscription fees to be charged from your account. 
  
  Furthermore, please be advised that since this subscription plan is a 12-month-term contract that is monthly charged, we sent your account's registered email address a notification days before the charges apply for the next month. The email sent to the customers serves as a reminder and a means for monthly confirmation of whether they would like to keep the plan. A copy of the detailed invoice for the completed TV mounting service on December 21, 2023, was also sent to the email address you have indicated for the appointment's completion. This document indicates that you have paid for the appliance protection monthly fee of $34.99. 
  
  We will also be reaching out to you via email for better communication regarding your previous charges.
  
  Best, 
  **** Support Team 
  
  

  Customer response

  03/05/2024

   
  Complaint: 21378608
  
  I am rejecting this response because:
  Your membership plan is a deceptive business model that is pre-selected when a payment link is sent despite the option being denied when a service is booked and replacing the discount from promotions to appear that the customer has redeemed the promotion, with no membership charge till the following month so the total at the time of paying is similar to the booking price. Based off how your refund policy was explained and works I should still be eligible for a prorated refund as it has been clear from booking that I was not interested in a membership plan that is considered an appliance protection plan. It is clear that this company operates on the hope that a membership gets attached to a payment and that the customer doesn't notice/cancel in the first 30 days, as anything later than that cost the customer more as a cancellation fee. There has been no real attempt at trying to even find a middle ground from this company on a resolution.
  Sincerely,
  
  *******************************

  

  Business response

  03/07/2024

  Hello, ******. 
  
  Thanks for getting back and we understand where you are coming from. Hence, our apologies again for the inconvenience and unsatisfactory experience brought up by this matter. 
  
  **** values and upholds transparency and assures that this is reflected in our services. From the appointment up to the cost of the service, we make sure that the technicians and our representatives will be coordinated and explained to the customer accordingly. Furthermore, we send unique payment links to every customer for them to check and validate if the charges correspond to the quote and service provided. Apart from that, with the payment link, customers are given an option to choose whether to pay the appointment per se, or move forward with the discounted price and agree to enroll with the membership plan. 
  
  In this regard, we would like to clarify that we do not send any pre-selected or automated payment option with the membership plan to any of our payment links as this does not conform to our company's policy. We have attached a screenshot of a sample payment method that we send to customers (please note a web browser was used).
  
  On the other hand, we regret to inform you that we cannot reconsider the refund for the incurred chargeback. As per our cancelation policy, a $25 cancelation fee is applied if a member wishes to cancel the plan beyond 30 days of enrollment. Additionally, a refund will be given if the cost of the pro-rated price of the plan is more than the membership discounts received plus the cancelation fee, refunding its difference. However, a chargeback shall take effect in case the membership discounts received with the cancelation fee are greater than the pro rated cost of the monthly payment that was paid. Apart from that, since you added the membership to your payment using the link that was sent to you and we also send the contract simultaneously upon enrollment, we are unable to proceed with the refund.

   

  Regards, 

  **** Support Team

  Customer response

  03/08/2024

   
  Complaint: 21378608
  
  I am rejecting this response because:
  I have already come to terms that a refund will not happen unlike others I have seen make a complaint being in the exact same situation and getting one. To avoid this issue and complaint in the future I would recommend to allow someone to pay at the time of booking as the worst case would be a service was never performed then the customer will get a refund. Deceptive business practices are used to get memberships added and the customer service quality is less than helpful. How the discount of $14.90+$25 cancellation fee is greater than 2 months $70 membership fees being requested still puzzles me.
  Sincerely,
  
  *******************************

  

  Business response

  03/11/2024

  Hello ******,

  Thanks again for informing us about your concern and your dissatisfaction. We commit addressing every customer's concern to the best that we can in accordance to our policy.

  As you received the secured payment link with the opportunity to select between a price with the membership discount and a price without, we regret that we are unable to fulfill your request for a refund at this time. Upon payment and during the payment process, you chose the discounted option, thus signing up for the membership back on the 21st of December, 2023.The membership has a monthly subscription fee which runs for a 12-month term and based on your membership cancellation policy, you can cancel anytime within the annual term but a chargeback shall take effect. The chargeback is the amount billed upon cancellation of the membership plan, which is the difference of the payments you made for the membership and the savings you received for all appointments paid while it was still active. The breakdown is given as follows:

  Membership Monthly Cost: $34.99

   Total Discounts & Waivers: $29.75

  Chargeback: $47.32 = (total discounts/12 x remaining months completed) + ($25 cancelation fee) + (tax)

  TOTAL AFTER TAX: $47.32

   

  On the other hand, we would also like to address and clarify that our payment links don't have a pre-selected feature as we aim to provide options to our customer. However, our team will work on improving the user-experience of our features.

  Kind regards,
  **** Support Team

• Initial Complaint

  02/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I scheduled a dishwasher through **** who arrived to the appointment an hour and a half late. He told me that instead of the diagnostic fee I was quoted (less than 100) he would be charging me a labor cost for the visit (over 380 dollars). My understanding was that he would fix the dishwasher which was my objective. Instead, he simply switched the electricity on and off, and removed the filter which didnt have any debris in it. He manually removed some water from the dishwasher. Then before even checking to see if the dishwasher would run a full cycle, he was gone and done within 15 minutes. I proceeded to run the dishwasher which again stalled mid cycle as it had been. I was shocked that the issue hadnt been fixed after I paid and the man had given me the impression he had solved the problem. Later over text when I said he hadnt even diagnosed the full issue, he said the cost of the diagnostic is simply for showing up at my door, not for doing any work. I asked what work did you do, seeing as nothing is fixed and now Im out almost 400 dollars. He said he would potentially have to swap out the pump, but the only way to diagnose this is through trial and error. I am extremely upset that he charged me for a repair when he didnt fix anything and left without even confirming if his work was effective and then telling me that a diagnostic charge is for just showing up at the apartment. I filed a complaint with **** and they refused to confirm the name of the technician and said they would Call me back but have yet to do so.

  

  Business response

  02/28/2024

  Hi *****, 

  Thank you for bringing this matter to our attention, and we extend our sincere apologies for the inconvenience you encountered during your recent service request with the local service provider through ****. We deeply regret any lapse in the service provided to you.
  

  Firstly, we want to give clarity, as it is essential to clarify that the service call fee or diagnostic fee for each appliance service request is set at $89 with our local in-house technician. This fee is for the technician's diagnostic service. 
  

  Upon thorough examination of the circumstances, it has come to our attention that a local service provider technician accommodated your service request due to the unavailability of our in-house technicians, who are currently fully booked on the date of the scheduled request. It is disheartening to learn about the delayed arrival, unexpected charges, and the apparent lack of resolution to the issue with your dishwasher. I understand your frustration, and I want to assure you that we take your feedback seriously. We acknowledge that your experience with the technician did not meet your expectations, causing inconvenience, and for this, we express our sincere apologies.

  We want to express our apologies for the confusion regarding the charges and the lack of clarity on the diagnostic fee. It is certainly not our intention to leave our customers dissatisfied. To address this matter promptly, we have documented the details of the appointment and informed the lead partner technician to initiate communication concerning your case. It is imperative to follow up with both you and the repairman to ensure the swift resolution of any outstanding issues to your complete satisfaction.
  

  Contact Details for the Lead Partner Technician:
  Contact Number: *****************
  Email Address: ****************************

  
  Please do not hesitate to reach out to them directly for any further concerns or if additional assistance is required. Your satisfaction remains our top priority, and we are committed to taking all necessary measures to address and resolve the challenges you have encountered.

  
  This incident has been documented and reported, and we are currently conducting an internal review to determine the most appropriate course of action moving forward. Recognizing the paramount importance of reliable service, we assure you that we are approaching this matter with the utmost seriousness.
  Once again, we extend our apologies for any inconvenience caused and appreciate your patience and understanding as we actively work to rectify the situation.
  Thank you for your understanding.

  
  Sincerely,
  **** Support Team

• Initial Complaint

  01/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  First appointment with **** was on 12/8/23, diagnosis was a clutch assembly and I was quoted and charged $189.41 as a deposit to order the clutch to fix the washer. After chasing the tech, the "fix" took place on 12/20/23, whereas the balance of $487.88 was charged to my card. Total to "fix" the washer, with a 90day warranty, was $677.29. When trying to run the clean washer cycle on 1/22/24, the washer would not spin, would not fill with water, same error code E5F7. I emailed **** support for the guarantee, to have my washer fixed properly. While looking for their contact information I found an email where I had been signed up for a warranty program without my knowledge. My card had been charged $34.99. While waiting on a email reply from the support team, I called ****. I was told that they would open a claim with the guarantee department on my behalf. I asked how long that would take and they said they could not provide a timeline, but they would work on it asap. I called back on 1/24/24, spoke to the same person and she gave me the same reply about opening a claim. I asked for a status and she said they were waiting to hear back from the tech that he had not responded yet. I told her I would text him and ask him to call. I did text him, and apparently he responded to **** as I received a confirmed appointment within minutes with a scheduled return. The original tech came back on 1/29/24, and though the machine threw the same code, he said the machine was worse off than he thought, actually involved a bent rod and transmission problem and it would cost another $500 in parts alone to fix it with repairs exceeding the cost of a new machine. If he had been honest the first time, I would not have asked for repairs. The tech that was sent apparently has an expertise in HVAC, not appliances. He also said at that time that **** would refund the installation cost, however a part was installed that was not the fix for the error code. No response from ****.

  

  Business response

  02/04/2024

   

  Hello *******, 
  
  Thank you for sharing your experience and we are truly sorry you had a less-than-positive experience. 
  
  Checking on the record of the appointment, the original repair was done on 12/20/2023 which was almost a month after when you reached out to us on 01/22/2024. The technician initially fixed the original issue you reported when you booked with us which is the error code F7E5. He tested the functions and calibrated the machine before leaving to make sure the repair was successful. He went back on 01/29/2024 as per your request and re-inspected the appliance to check what was causing the issue after his original repair. He then found out that the shaft was bent, and this was caused by the overloading of the machine. Due to this, he recommended replacing the transmission, shaft, and stator motor, additionally, he also heard a scraping noise from the unit indicating possible, more damage. 
  
  We understand you feel that he would've informed you about all the possible repairs needed on the machine in his first visit, however, please be advised that some issues on an appliance show themselves or occur only after a repair was done or a part was installed which is why we have a 90-days Guarantee in case you experience a problem for us to check if it is the same or a different problem that requires additional repair. The shaft on the unit was in good condition during the technician's visit, and since the issue needs additional parts, we regret to inform you that we are unable to honor a refund as initial repair was rendered thus, making the charges valid. 
  
  
  
  
  Best regards, 
  **** Support

  Customer response

  02/05/2024

   
  Complaint: 21222873
  
  I am rejecting this response because the original repair was not completed, the washing machine was giving the exact same error code, which means the repair that the **** tech they sent out did not know how to fix the problem.  I have video of the exact error code, sent it to the tech prior to his return.  When he did return, and I brought up the code on the machine, his immediate response was to say he would order a new part and replace it again.  Then he spent more time working on the machine and changed his diagnosis.  Being **** and not an appliance repair tech is a problem.  Reading from a manual on how to fix an appliance is a problem.  I should not be penalized due to their inexperience or lack of training. The tech said he was able to "force" the machine and it was working, though he didn't know for how long. leading me to believe that he forced it the first time.  As he was well aware, this is a second home for me so I am not here often, which is why it was 30 days before I encountered the exact same problem again.  I used the machine maybe 3 times since the visit on 12/20/23, so encountered the same error code, same issue very quickly. Again, I should not be penalized for the **** misdiagnosis and error in repair.    
  
  Sincerely,
  
  *************************

  

  Business response

  02/09/2024

  Hello *****,
  
  
  We appreciate the opportunity to address your concerns and would like to extend our sincere apologies for any inconvenience you may have experienced.
  
  Upon re-escalating your Guarantee Request ticket and checking on the technicians' repairs with our in-house expert technicians, it appears that the issue is related to the bent shaft. The recent technician diligently followed the troubleshooting steps outlined in the service manual, leading to the recommendation of replacing both the transmission, shaft, and stator motor.
  
  We understand the importance of clarifying the nature of the identified issue. Different issues may arise post-repair due to various factors and causes, and we acknowledge the complexity of appliance systems. In this specific case, the repair made to fix the error code was deemed necessary; however, we understand that it can be frustrating to encounter additional problems, especially after a service has been performed. It's essential to recognize that appliances are intricate systems with various components.
  
  
  Our technicians follow a comprehensive service manual and troubleshooting steps to address the reported concerns. However, unforeseen issues may surface due to factors beyond our control. 
  
  We understand the frustration that can arise from unexpected complications, and we genuinely regret any inconvenience this may have caused you. Our commitment to providing quality service remains unwavering. However, since the diagnosis and repair recommendation showcase a different issue, we regret to inform you that we could not honor the refund request. Please refer to the Guarantee's terms and conditions regarding additional and unrelated repair/issues given below:

  (**************************)
  The Service Guarantee will only apply to the scope of work and initial failure reason from the original appointment booked with ****: If new issues arise with a product after the original service appointment with **** and those issues are unrelated to the initial work performed by ****, the Service Guarantee will not apply to any work or part failures unrelated to the work performed on the initial appointment.

  
  Sincerely, 
  **** Support Team 

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