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:09/02/2025

  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.

  Standard repair Roller and Pulley Technician came to repair and still doesn't work. Now the dryer does not even heat.Technician made the problem worse.

  

  Business Response

  Date: 09/03/2025

  Hi, Cristiane. 
  
  We are very sorry for the inconvenience that this has caused you. 
  
  Upon checking your account with us, sadly, we will not be able to provide a refund as we do have our Guarantee policy, which we saw that your concern is currently being handled by our Guarantee team. 
  
  We have checked your account with us and confirmed that he was able to go back today to replace the rollers again, and verified that the unit is working. 
  
  Please let us know if you have any questions or concerns. 
  
  *****
  **** Support Team
  
  

• Initial Complaint

  Date:08/28/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company **** appliance repair has their payment system set up so you cannot opt out of paying and signing up for a membership. They then charge an additional fee of $9 to cancel the membership. I was quoted a fee of $89 dollars to have my washer cleaned when it actually came to $210 with the membership fee, which again I wasnt able to not sign up for and still use their companies interface to pay the repairman.

  

  Business Response

  Date: 08/28/2025

  Hi **********,
  
  **** here! After reviewing the appointment details, you were sent a secure Payment link which gives you the option to choose the discounted price with the membership and a price without. Upon payment, you chose the discounted option with the Membership.
  
  Upon your membership cancellation being processed, it provided you a full refund of plan payment minus the member saving received on your service. Since your member savings exceed your plan payment, the difference was collected upon cancellation. 
  
  Appliance Protection Monthly = $34.99
  
  Savings Total = $44.9
  Member Savings = (-$30)
  Security and Support Fee Waiver = (-$14.90)
  
  DIFFERENCE = $9.91 - Collected upon cancellation.
  
  
  For further information, please review our membership policy here. Once your membership cancellation is processed, you will receive a final confirmation email.
  
  
  Thank you,
  **** Support Team

• Initial Complaint

  Date:08/23/2025

  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.

  Set up appointment to fix fridge and was given a time frame from 9 to 11 am. At 11am the tech called and said he was an hour and a half away. At 3 pm i called worried and the tech said the appointment was cancelled. My family wasted an entire Saturday waiting with no solution to our problem. Something needs to be done about this.

  

  Business Response

  Date: 08/24/2025

  Hello *****,
  
  We're truly very sorry for the scheduling complications and for the inconveniences that we have caused. We genuinely value your time and I sincerely apologize on behalf of the Team as we weren't able to provide the type of service that we are proud of.
  
  An internal report has been made on what the Technician did. Looking into the services, we received another request for this address with a different name but the same service needed and is currently scheduled today between 12-2 pm with a different Technician. You will be notified once Technician is on his way and once he arrives.
  
  
  Kind regards,
  **** Customer Support

• Initial Complaint

  Date:08/20/2025

  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.

  Called ******* for service to broken washing machine. ******* referred to Pulse on July 23, 2025. I have had a total of 3 service calls and still repair has not been done correctly. Also, the repairman ******* sent broke the pedestal on machine. When reported to *******, they said repairman would have to pay for cost to repair. I contacted repairman and he said he would pay to replace pedestal but is now giving excuses that he cannot find his wallet. Still waiting for repair person to repair washer and pay for broken pedestal. Complaint taken over the phone by ******** representative patS.

  

  Business Response

  Date: 08/21/2025

  Hello ******, thank you for reaching back. We want to assure you that we are not ignoring your concerns and are actively coordinating with the technician regarding the pedestal. He has mentioned that you both agreed he would provide you with funds so you could purchase a replacement but we are following up to confirm how is he to proceed with that.

  
  In addition, a new appointment has already been scheduled for tomorrow, 08/22/2025, between 8:0010:00 AM. Our dispatch team is in the process of assigning a new technician who will reinspect your washer so we can determine the underlying issues and the necessary repairs. Once the schedule gets confirmed, you will be notified as well.

  
  We appreciate your patience as we work to get this resolved for you.

   

  Thank you!

  Customer Answer

  Date: 08/25/2025

   
  Complaint: 23774718
  
  I am rejecting this response because: they are avoiding their financial responsibility by dismissing compensation after the repeated inconveniences which shows that they are more focused on ONLY profit over true customer service. The technician whom damaged the pedestal took accountability for his part as he stated after the fact that **** is supposed to supply him with a 2nd *********** The pedestal is unrelated to the issue with the washer FYI. Attached are the most recent communication. 

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

  

  Business Response

  Date: 08/27/2025

  Hi, ******. 

  We understand your sentiment on this, and we are truly sorry for what happened. The reason why the team needs to have this evaluated is that we still need to communicate with the first ********** and get his feedback, given that you are already asking for a refund, and as you know, the ********** was able to install a part. The team will continue to communicate with you about this, as we saw that a refund request has been submitted. 

  We will update you via email, and rest assured that the team will have this prioritized. 

   

  Sincerely, 

  *****

  **** Support Team

   

  Customer Answer

  Date: 08/28/2025

   
  Complaint: 23774718
  
  I am rejecting this response because: the generic response of "already receiving a refund" is to manipulate the situation. As we (myself & ****) are aware, his refund for the damage to my pedestal has nothing to do with the service refund that was discussed yesterday 8/27. You also still havent addressed compensation for the washer itself ($1700) worsening after the initial visit. (Attached) This website doesn't allow videos so I will send the full video in the email thread that we have.

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

  

  Business Response

  Date: 08/29/2025

  Hi ******,

  Apologies! Your concern is currently being evaluated and the attached file (video) needs to request access. Can you allow to have access without for permission?

  Kindly respond to the email that was sent to you.

  Thank you!

  Customer Answer

  Date: 09/03/2025

   
  Complaint: 23774718
  
  I am rejecting this response because: they were given access immediately right after. They did not follow thru with the promised resolution. Now they are just trying to buy time. The communications and more of my explanation between myself and them are attached.
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 09/05/2025

  Hello ******,
  
  Please accept our sincerest apologies for the inconveniences we have caused, we would never intend to mislead our customers and leave them with a non-working device/appliance. We hold the tenets of customer service in the highest regards and would love the opportunity to restore your faith in our company.

  With that being said, we hope that you'll allow us the opportunity to rectify the situation. We have been approved to offer a full refund so you can use those funds towards the necessary repair.

  Appointment - #******* = $207.49

  Appointment - #******* = $562.41

  This is the least we can do at this time to make up for our oversight. Thank you so much for your patience during this matter and for allowing us to address all concerns.

   

  Kindly respond to the email that was sent to you for us to proceed with the refund processing.
  
  
  Kind regards,
  Pul Support

  Customer Answer

  Date: 09/07/2025

   
  Complaint: 23774718
  

  Thank you for your email.  Those are the correct last four digits (6337) to process the refund right away. I will be sure to check my account in a few days to confirm it's been processed.

  I am rejecting this response because: while I accept the refund, I cannot accept this as the final resolution. Per the previous emails, we discussed a refund for the service appointments but also replacement ($1700) of my washer that no longer operates. As you are aware, the appliance is now smoking and no longer functioning properly, which poses a significant safety risk. This is a major issue, and it is your responsibility to address the cost of replacing the washer itself. 

  Given that this problem has directly resulted from the service provided, Im still requesting the compensation for the damaged and defective appliance in full or a suitable replacement. I trust that you understand the gravity of this situation.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:08/16/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We contacted ****, and they sent one of their contractors to our home on June 3rd, 2025. The contractor looked at our appliance, noted a part needed ordering and charged for both the inspection and part, $160. He requested ***** payment. Two weeks later we reached out to Nadir, the tech, and he claimed immigration problems, but that he would let us know when the part arrived. In July we sent more texts and nothing came from it. By August I couldnt take it and contacted **** again. They said they would send someone out for free after we showed the Venmo payment and the dates and service tech name all matched. They indicated Nadir no longer works for ****. The new techs showed up today. Expecting payment. When we explained the situation, they declined to perform work and then left.

  

  Business Response

  Date: 08/17/2025

  Hi, Brielle. 

  Thank you for reaching out and clarifying what happened. Sadly, we were only aware that the technician was sent out supposedly to assist with your Washer, which was complete,d thus a service cost was charged. 
  
  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 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 understand your sentiment on this; that is why the team approved a new technician for a rediagnostic at no cost. However, it seems that there was some misunderstanding. The new technician will only provide an inspection, and after that, he will provide you with an estimate regarding the repairs needed. And if you want to proceed, we will deduct the initial payment that was made to our system, which is $114.90. 
  
  We know that, as you confirmed, you can paid the technician amounting to $160; however, the only payment that was made through our system is the said amount above, $114.90. For documentation purposes, may we confirm that the only payment you made for the service is $160 to the technician via *****? As the payment we received on our end is paid via ******* 
  
  Additionally, may we know if you can allow us to send a new technician for a re-inspection at no cost? 
  
  
  Sincerely, 
  *****
  **** Support Team
  
  

   

• Initial Complaint

  Date:08/15/2025

  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 hired **** to remove mold from my front-load washer. Scheduling was difficultafter two weeks of rescheduling, the tech finally came, confirmed there were no mechanical issues, and recommended a deep clean over a costly seal replacement. On the service day, the tech never showed. After days with no response, I was forced to accept a late-evening visit. He stayed until nearly 10 PM, disrupting my home. Afterward, I noticed the soap dispenser was not reassembled properly. A week later, water was leaking into the pedestal due to loose screws left by the tech. **** offered only a discount toward further repairs, despite the damage being their fault. My washer, previously working fine, is now unusable due to their negligence. Im requesting that **** cover full repairs or refund the cost to have it fixed elsewhere.

  

  Business Response

  Date: 08/15/2025

  Hello ******,

  
  Thank you for taking the time to provide a detailed account of your experience. 

  
  Your case will be re-evaluated by our team so we can fully review the service history, the technicians work, and the issues youve reported. Once this review is complete, we will reach back out to you with the next steps toward resolution.

  
  We appreciate your patience as we work to address this matter properly.

  Should you have any further questions, feel free to reach us at **************.

  Thank you,

  **** Customer Support

  Customer Answer

  Date: 08/15/2025

   
  Complaint: 23747479
  
  I am rejecting this response because:

  This is the same response previously provided, in which additional time was taken but no meaningful solution was offered. The only option presented was to apply my prior payment as a credit toward work that was not needed. My original request was for a deep cleaning of my washing machine only.

  
  As outlined below, the workmanship provided by **** has left my washing machine unusable. This is unacceptable, especially as I have small children and require daily use of the appliance.

  
  I have a separate repair scheduled for Monday to correct the issue **** created. I am requesting either:

  
  Full reimbursement of my payment, or
  Immediate repair by a qualified technician at no additional cost to me.

  
  Please confirm in writing how **** intends to resolve this matter no later than 8/20/25.

   

  Complaint: ************ and Lack of Accountability Resulting in Damage to Appliance

  
  I contacted **** for assistance with mold and mildew removal in my front-loading washing machine, which is only two years old and still under warranty with the original retailer. That company, however, does not offer mold removal or deep cleaning services, so I turned to **** after reading about their appliance services.

  
  From the beginning, scheduling was difficult. I provided my availability, but the technician repeatedly rescheduled the initial assessment over the course of two weeks. When he finally arrived, he confirmed there were no mechanical issues with the machine and offered two options: a deep cleaning of the existing Microban seal or a full seal replacement. Because the replacement was expensive and unnecessary, I chose the deep cleaning.

  
  We then scheduled the cleaning for a later date. However, on the scheduled day, the technician failed to show up, despite my being home all day. I contacted ****, but received no response for several days. When they finally replied, I was told that the technician could only come on weekdays between 59 PM. I selected August 5th, and the technician arrived around 6:30 PM, staying until nearly 10 PM. This was extremely disruptive, especially with young children at home, and it made me uncomfortable having someone in my home that late.

  
  While the mold was removed during that visit, I later discovered the technician did not reassemble the washer correctly. The soap dispenser was not properly reinstalled and no longer sat flush with the machine. I immediately contacted **** but again received no response for several days.
  On August 12th, I noticed a puddle under the washer. Upon attempting to open the pedestal drawer, I discovered it had been collecting water for about a weeksomething that had never happened before. I cleaned the water and found loose screws in the pedestal, further indicating improper reassembly by the technician.

  
  When I contacted **** again, they offered a discount by applying my previous service charges toward the cost of a full seal replacement and leak repair. However, the leak and damage were caused by their technicians negligence. My washer, which had no mechanical issues prior to the service, was effectively rendered unusable. Despite repeated attempts to resolve this, **** has refused to take full responsibility and properly fix the problem at no additional cost to me.

  
  I am seeking full repair of the damage caused by their technician or reimbursement for the cost of professional repair elsewhere. This situation has caused significant inconvenience, stress, and potential damage to my appliance and home.

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

  

  Business Response

  Date: 08/15/2025

  Hi ******, please accept our sincerest apologies for the inconveniences we have caused, we would never intend to mislead our customers and leave them with a non-working appliance.
  
  You mentioned that you have separate repair schedule for Monday. Is this for a different Service Provider since we're unable to pull up an active appointment on our end?
  
  Looking forward to your response.
  
  Thank you!

  Customer Answer

  Date: 08/15/2025

   
  Complaint: 23747479
  
  I am rejecting this response because:

  I have another reliable company coming to fix the issue you created.

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

• Initial Complaint

  Date:08/14/2025

  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.

  7/25/25 booked consultation for 7/26/25 11a-1 payment of 147$ (89$ diagnostic + 15% downpayment for next service+ 35$ for a membership fee to receive 15% discounts on services)7/26/25 11a technician arrived to diagnose my washer said it was a switchboard problem wouldnt be able to fix it until the part came in on 7/30/25 12-2 p. 7/30/25 **** technician shows up at 230 pm (outside of the window with no excuse or apology) says he needs another part reschedules for 8/1/25 10a-12p 8/1/25 I receive an update the technician is on the way around 1030a. After 12p I message the technician and do not receive a response. Automatically rescheduled for 8/4/25 no notice or message an hour after the window closed. Requested a refund **** agreed to refund 15$ in membership fees nothing else. Technician does not show and I am automatically rescheduled for another appointment an hour or two after each scheduled window closes 8/4 8/5 8/6 8/7. 8/7/25 I request a full refund for all services I have a washer still not working filled with gross water the technician wouldnt drain and my stacked dryer is making odd noises. The representative requested I wait one more day and if he doesnt show to call back and request the refund again. 8/8/25 12-2 doesnt show with no notice or excuse. Automatically rescheduled for 8/10/25. Called 8/8/25 and requested a full refund for the remaining 132 dollars. They denied me a full refund on 8/9/25 agreed to only the 15% downpayment I paid which I still havet received as of 8/14/25

  

  Business Response

  Date: 08/14/2025

  Hi *******,

  Based on the records, the reschedules was due to part availability. Since you've requested for refund, you have been approved for the 15% Deposit, which you declined since you would like to be refunded in full. Your request for full refund was denied since Technician was able to render his inspection. We can no longer proceed in refunding the approved amount due to the dispute you filed which is currently open. Since you a dispute has been filed, we'll be waiting on the result.

   

  Thank you,

  **** Customer Support

• Initial Complaint

  Date:08/07/2025

  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.

  Date of Transaction: 12 Jul 2025 Amount of money paid: $189.99 What business committed to provide: Complete replacement of a stop water valve under kitchen sink. Nature of dispute: Recoup of funds due to improper work and damages. Has **** tried to solve the problem: NO Story:On the date of 12 Jul 2025, **** had a technician named Dismas scheduled to come to my home between 11AM - 1 PM. The technician arrived at 10:47AM (picture evidence). Upon arrival the technician looked at the sink and said that he would be able to fix it in less than an hour. He began to work on the sink after asking me to turn the water to the home off. After about 45 minutes he informed me that he accidentally destroyed the water supply line and did not have the tools to fix the issue. He tried to leave to service another customer but I informed him he needed to finish the job as I was still a customer as well and he had destroyed my property already. We also would be unable to use the water as he had removed the stop water valve. After ************************************************************************** to turn the water to the home on so he could get the repair parts needed. After turning the water on, he SCREAMED for me to shut it off. Turns out he did not replace the valve correctly and my kitchen was flooded. After cleaning as much water as possible I left the water to the home off and waited almost 2 hours for him to return with the parts needed. After another 1.5 hours passed he instructed me to turn the water on. When I turned it on he immediately asked me to turn it off again and I realized he flooded the kitchen again. After another 30 mins he told us to wait two hours to turn the water back on as he prepared to leave. We waited two hours and the stop valve was leaking still and fell off completely in less than 30 minutes. Not only did he ask us to pay cash which we found out was against his policy but the repairs to fix the valve and the damage cost over $1850

  

  Business Response

  Date: 08/08/2025

  Hi *******,
  
  We received the complaint that you filed with BBB. Please accept our sincerest apologies for the inconveniences we have caused, we would never intend to mislead our customers. We hold the tenets of customer service in the highest regards and would love the opportunity to restore your faith in our company.
  
  With that being said, we hope that you'll allow us the opportunity to rectify the situation.
  
  We would like to ask more details on the complaint and the photos you have attached.
  1. The payment we received reflecting on the appointment if for $89 Service Call Fee, however you mentioned paying $189.9.
  2. Regarding the Invoice having the amount of $450, is this with the Technician or a different Service Provider?
  3. As for the $1400 payment was this for another Servicer Provider as well?
  4. For any payment made to ****, how much is it and what's the payment method?
  

  Kindly respond to the email sent to you for us to further review.

  Thank you!

  Customer Answer

  Date: 08/09/2025

   
  Complaint: 23716983
  
  I am rejecting this response because:

  1. Sorry the payment was $189. $89 for the evaluation and $100 for the service. The technician instructed us to pay the rest via cash .

  2. The invoice with the $450 amount was from a different service provider that I had to contact to fix the botched job. 

  3. The $1400 payment was for a water restoration company I had to contact to dry out the ceiling and subfloor after the technician flooded our kitchen 

  4. See #1 

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

  

  Business Response

  Date: 08/12/2025

  Hello *******,
  
  Thank you for the additional information! May we have a formal copy of the Service Report coming from the other Service Provider who worked on the unit and the ceiling and subfloor.? Once requested document is received, we'll be able to review this concern further.
  
  
  Thank you!

  Customer Answer

  Date: 08/14/2025

   
  Complaint: 23716983
  
  I am rejecting this response because:
  

  Attached are all of the invoices as requested. Please let me know what the next steps will be moving forward with this matter. 

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

  

  Business Response

  Date: 08/15/2025

  Hi *******,

  Thank you for sending the documents over. These are being checked and Team would also like to confirm if you'll be able to provide a proof on what time the Technician left?

  You can send it in response to the email sent to you.

   

  Thank you!

  Customer Answer

  Date: 08/18/2025

   
  Complaint: 23716983
  
  I am rejecting this response because:

  I have uploaded proof of when the **** technician arrived (10:47:57AM on 12Jul2025) and when he left my home (3:15:09 PM on 12Jul2025). Please let me know what else needs to be done and how **** plans on resolving this matter. 

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

  

  Business Response

  Date: 08/19/2025

  Hi *******,

  Thank you for sending these photos. These have been added on file and currently being reviewed with the Team. We will be reaching out once we have an update on hand regarding the resolution.

   

  Thank you,

  **** Customer Support

  Customer Answer

  Date: 08/20/2025

   
  Complaint: 23716983
  
  I am rejecting this response because: I am waiting on resolution. 

  Any idea how long this will take? I am keeping this thread open until the issue is resolved. Thank you

   

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

• Initial Complaint

  Date:08/07/2025

  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.

  The first of many emails sent -cancelled appointments- still unresolved since June 23rd- the dishwasher is in a worse state then prior to service-stagnant water now in dishwasher and continuously runs effecting to motor.On behalf of my parents -resolved dishwasher repair at their residence located at **********************************************. Despite multiple visits and full payment for service, the repair remains incomplete, and several additional concerns have yet to be addressed.Issues Requiring Immediate Attention:Incomplete ****************** Malfunction After the initial service visit, the dishwasher seemed functional, but upon first use, the motor began running continuously and would not shut off. It had to be disconnected at the circuit breaker, likely causing further damage due to constant operation.Dishwasher Not Properly Reassembled The appliance was not fully reassembled and remains partially disassembled and improperly installed. It must be fully secured and made operational immediately.Damaged and Unrepaired Flooring During the initial visit, a section of the flooring was damaged, and part of it was not put back in place. This damage has not been corrected.Missed Follow-Up Appointments Three follow-up visits were cancelled due to heavy service volume in the area. With respect, this is not a valid reason to delay a repair that has already been paid for and remains unresolved. It is unreasonable for my parents to bear the consequences of your internal scheduling issues.Our Expectation:A qualified technician must be dispatched immediately to:Complete the full repair Properly reassemble and reinstall the dishwasher Restore the damaged flooring Since the initial repair was never completed, and my elderly parents have already paid for this service, we expect that no additional charges will be incurred to resolve this ******** elderly parents have been without a working dishwasher for several weeks and rescheduled appointments.

  

  Business Response

  Date: 08/08/2025

  Hi *****/*****,
  
  Apologies for any inconvenience caused during the Guarantee Process. Upon reviewing further, the Technician was scheduled for 08/05/2025 between 6-8 pm since we got an email stating that "Hello Mariel, My father advised he is available any day this week after 3:00 pm with the exception of Thursday." Team responded to the email stating that "You will receive an email confirmation once a technician is assigned to your service, including the technicians name and the confirmed appointment date."
  
  As for the $89 charge, it was only showing since the service added was for a Service Call however since the set visit was for a REDO, no payment is to be collected.
  
  We understand the frustration due to the delays and for any inconvenience caused.
  
  For us to proceed in getting a different Technician, may we get a specified timeframe of your father's availability for us to ensure that a Tech will not be showing up on a time he's no longer available?
  
  Kindly respond to the email sent to you. Thank you!

  Customer Answer

  Date: 08/11/2025

   
  Complaint: 23715987
  
  I am rejecting this response because: Below is the response email sent to the company on August 8th from the email response sent to you.

  Hello ****,
  Once again, the information youve provided is inaccurate. While you did send a follow-up email regarding a 68 PM appointment, it was sent around 5 PM, after you had already canceled the originally scheduled 3:00 PM appointment, and without any prior notification or discussion with us.
  How was my father expected to know that a new appointment had been set for later the same day, especially when your previous email explicitly instructed him to use the calendar link to reschedule? If you intended to override those instructions and schedule a new appointment unilaterally, a phone call would have been more appropriate, particularly given that my parents are not constantly monitoring their email and waiting for your company to decide when to show up.
  To be clear, the 68 PM timeframe was not the originally confirmed appointment. It was a time you selected after canceling the agreed-upon 3:00 PM slot for Tuesday, 08/05. The message stating, "Hello ******, my father advised he is available any day this week after 3:00 PM with the exception of Thursday," was sent in the context of confirming that original appointment and not as a blanket approval for your team to change the time as they see fit.
  This kind of miscommunication and disorganization is exactly why Im adding this incident, along with the cancellation emails from your company to our ongoing BBB complaint. As mentioned previously, your internal teams clearly need to align, as these ongoing issues are directly impacting your customer service and our experience.
  In response to the end of your email: Yes, my father is available next week any day after 3:00 PM. However, the appointment must be scheduled and confirmed in advance with a clear day and time window. My parents will not be waiting around indefinitely for your technician to arrive without a confirmed time.
  I dont believe your company fully understands the level of frustration this situation has caused. My parents have not had the use of their dishwasher since June, and on top of that, they will now need to repair their kitchen floor damage that occurred during the service visit, which your company did not take responsibility for.
  Let me also be clear: this redo is not a goodwill gesture; your company has already been paid for a service that was never properly completed and has resulted in additional damage.
  The amount of time and back-and-forth emails weve had to invest in trying to get resolution is completely unacceptable. Our frustration, as evident in this message, stems from weeks of miscommunication, inconsistent responses from different associates, and a continued lack of accountability.
  As stated in our BBB complaint, we are expecting appropriate compensation for the poor level of service, the damage caused, and the prolonged inconvenience. This situation has gone far beyond a scheduling issue and reflects a broader failure in service delivery and customer care. If your company's stance is not to offer any compensation, please confirm this in your email reply before confirming any scheduled dates.
  
  
  Thank you
  ***** ******
  On Behalf of ***** & ***** **********
  
  Sincerely,
  
  ***** **********

  

  Business Response

  Date: 08/12/2025

  Hello *****/*****,
  
  Please accept our sincerest apologies for the inconveniences we have caused, we would never intend to mislead our customers. We hold the tenets of customer service in the highest regards and would love the opportunity to restore your faith in our company.
  
  With that being said, we hope that you'll allow us the opportunity to rectify the situation. We have been approved to offer a full refund.
  
  Appointment - #*******
  SCF and 15% Deposit
  $133.84
  
  Appointment - #*******
  $226.10
  

  Kindly respond to the email sent with confirmation on information needed for us to proceed. Thank you!

• Initial Complaint

  Date:08/07/2025

  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 Saturday August 2, 2025 I contacted **** because our upright freezer was not freezing. I was given a time frame of coming out the next day (Sunday). I was told by text/email that ******* would be at my home Sunday between 10 am and 12 ******* the looks of their website and quick reponse to schedule a repair man, made me think this would be a good company to work with. On Sunday the 3rd, I waited and no one called nor showed up for the appointment. Around 1 pm I emailed the company to tell them to cancel my appointment. This wasted time for getting the freezer up and running before more food unthawed. This showed very poor customer service. So I am surprised their rateing is so high.Thank you, ***** *.

  

  Business Response

  Date: 08/08/2025

  Hi *****,
  
  Thank you for reaching out with ****. We sincerely apologize for any inconveniences we may have caused. We absolutely value each and every customer. We never wish to upset or disappoint you in any way.
  
  Please know that your feedback has also been escalated to our Research and Development Team to ensure this pain point is alleviated with new processes and policies implemented.
  
  We will definitely improve for future endeavors.
  
  Thanks for considering ****!
  
  
  **** Customer Support