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: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

• Initial Complaint

  Date:07/30/2025

  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 July 21, 2025, a technician from this company came to repair my freezer and stated that it would begin functioning properly within 48 hours. However, the issue was not resolvedthe freezer still does not get cold.Since the service visit, I have made multiple attempts to contact the business to address the problem, but I have received no response. As a result of this ongoing lack of communication and failure to provide a working solution, I have contacted my bank to dispute the charges. I am also prepared to pursue this matter further if necessary.I am filing this complaint in the hope of reaching a fair and timely resolution. I am requesting one of the following:1.A prompt and complete repair of my freezer at no additional cost, or 2.A full refund for the service that failed to resolve the issue.I would prefer to resolve this matter directly and amicably but am prepared to take further steps if needed.

  

  Business Response

  Date: 07/31/2025

  Hi *****/*******,
  
  We've received your complaint and request regarding the ******************** that was initially rendered.
  
  Unfortunately, we'll not be honoring your request which are "Repair at no additional Cost" and "Full Refund", at the same time. Since we offer a 90 day guarantee on our parts, repair, and installation, we can proceed in sending a different Technician out for reinspection at no cost for us to confirm why the recent repair did not work.
  
  Link provided below to schedule a Guarantee Visit for Reinspection at no cost on the email sent to *********************************.
  
  
  Thank you!

  Customer Answer

  Date: 07/31/2025

   
  Complaint: 23672357
  
  I am rejecting this response because:
  Im not closing out this case or further action until someone comes out to finish the repair. Per your email sent today which  a suggested service date of Aug 2nd. I have not received a confirmation as promised in your email that a tech has been assigned. The freezer was not fixed from the original repair and we were told they would be back in 48 hours if it did not get cold. 90 day guarantee please explain. 
  
  Sincerely,
  
  ******* *********

  

  Business Response

  Date: 08/05/2025

  Hi, *****/*******. 

  We are very sorry for the inconvenience that this has caused you. 

  We have checked your account with us, and we saw that a new technician has already gone out to inspect the unit. The team is currently following up with him regarding his findings so that we can get back to you to have this matter rectified. 

  Sincerely, 

  *****

  **** Support Team

   

   

• Initial Complaint

  Date:07/30/2025

  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.

  I had two pictures hung in my family room. The service was supposed to be $181.90. The Tech did the job and sent me a link on my cell phone to pay him, he checked off what he did and charged me $213.52. When he left i got an email with the breakdown, they charged me for a contract that i don't want or need. So I sent them an email telling them this. Last night night i got an email with an additional charge of $9.58. Thhis was for cancelling the contract and the difference in charges for work done on cantract and work done off contract. I am willing to pay the orriginal $181.90 ut nothing else

  

  Business Response

  Date: 07/31/2025

  Greetings!
  
  We reviewed how the membership was purchased, and you may have mistakenly chosen the discounted rate on the payment link. The payment link sent to your device offers two options: regular pricing and discounted pricing with the membership. The system also automatically sends the invoices for the purchases to be able to correct accidental purchases timely. You may be able to find them in your spam folder if it is not in your inbox. 
  
  We went ahead and canceled it manually. You will be receiving details on the cancellation in a separate email to ***************************. 
  
  You were charged $9.58 for a chargeback as per contract terms. The cost of the membership paid amounts to $34.99; you received discounts/waivers from the membership amounting to $43.94.
  
  The difference is $8.95, after would be $9.58, which was charged back. 

  Feel free to respond to the email initially sent to you. Thank you!

• Initial Complaint

  Date:07/28/2025

  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 booked an appointment with **** on July 27, 2025. This is our first time using ****. I called them out to fix our 1 year old ******* refrigerator that wasn't cooling. The technician did not perform ANY diagnostics via the interior control panel or the computer app that links to the appliance. He merely removed the back panel & stated that the compressor had been worked on before (it had not), that either the compressor and/or evaporator were bad & that we had a freon leak. He said "repairs were very expensive with his company" & "either way, no repair today," collected the service fee ($96!) & left! A different company came out today & there was no problem with the condenser or evaporator, nor was there a freon leak. The problem was a broken fan motor, which the new company will replace tomorrow. I attempted to contact **** to discuss the problem with their technician, but was unable to reach anyone due to their computerized AI call system "looping" back to the main menu rather than connecting to a live representative.

  

  Business Response

  Date: 07/30/2025

  Hi, *******.

  Thank you for sharing your experience, and were truly sorry for the frustration and inconvenience this situation has caused.
  
  Could you please share the inspection report from the other technician who inspected your unit? You may send it to **************** so our team can carefully assess the findings and determine whether a misdiagnosis may have occurred during your original appointment.
  
  We appreciate your patience and the opportunity to make things right.

   

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

• Initial Complaint

  Date:07/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  6/29 Hired **** to fix my freezer that was leaking.7/4: ****** ************ replaced the gasket within less than 30 minutes. Paid $318.06 (not including initial fee for him to come prior to this appointment). ******* still leaking a few days later. Went through the **** warranty 7/10: ****** returned, took apart the freezer inside and in the back of the fridge. Reported the drain was clogged and there was ice in the inside back wall of the freezer. He instructed to defrost the entire refrigerator for 24 hours. 7/11: Turned breaker back on (fridge).7/13- The fridge (not the freezer) was not getting cold. ******* was working fine with no leaking. Fridge part was never an issue prior to the technician working on it on 7/10.7/17: New technician ***** came and looked over the refrigerator. He reported that the gasket was not put on properly not aligned well by the previous technician and adjusted it by breaking it in with vaseline. When he was checking the freezer, he pointed that the fan was not running and then within a few minutes (freezer door was open for at least 30 minutes now) the fan randomly turned on. The fridge started getting colder. 7/18- **** called me to ask how everything went. I explained what happened yesterday and the language barrier with the tech made it difficult. I explained that I was going away for a little over a week and would not be able to report back until afterward.7/22 & 24- A friend of mine checked the fridge and reported the fridge was no longer cold. The freezer was fine and not leaking.7/28- The fridge was not cold. The freezer is still fine with no leaking. I want a refund of $318.06 from ****. I am not going to continue to work with a company responsible for breaking my fridge and that did not effectively rectify the situation. Timeline doc includes emails, invoice, and phone call timeline. I have grocery invoices prior to 7/10 proving the fridge was fine prior to all of this and can provide it if needed.

  

  Business Response

  Date: 07/30/2025

  Hi, Niocole.

  We truly apologize for the inconvenience and frustration you've experiencedits never the kind of service we intend to provide.
  
  Please know that weve escalated your concern to the team for a thorough review. This includes assessing the service timeline and the technician's reports. We will follow up with you via email regarding this matter.
  
  Thank you for your patience while we work to make this right.

  Customer Answer

  Date: 07/30/2025

   
  Complaint: 23666018
  
  I am rejecting this response because: As I appreciate the efforts of escalating the issue and reviewing my case, however, I would like to remain having communication with the Better Business Bureau involved instead of communicating via email. My position of requesting a refund is not going to change. Based on the timeline of events, I believe that the second visit with the first ********** who took apart the refrigeration system created an issue that was never a problem prior to him interacting with the fridge. To further support my point, I have attached a photo of the bottom floor of my freezer that now has a blemish from when he was doing the work and is evidence of his carelessness. I did not bring this to anyone's attention initially as it technically does not interfere with the freezer working. However, due to now having a problem with the fridge section of my refrigerator, again that was never an issue prior to all of this, it is now relevant for me to provide this information as evidence of carelessness. I look forward to hearing your response through this complaint on the Better Business Bureau.

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

  

  Business Response

  Date: 08/05/2025

  Hi, ******. 
  
  We apologize once again 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. 
  
  After further evaluation of the team regarding the service issue, it was confirmed that the initial repair performed was indeed necessary, as also deemed by the second *********** As you know, appliances have interconnected mechanics; repairing one component can reveal problems in other parts as well. This may be because newer parts are causing strain on older parts, or it may uncover hidden damage that was not present until disassembly. Additionally, both technicians who went to the location provided the same recommendation regarding the additional repairs needed. 

  Sincerely, 

  *****

  **** Support Team

   

   

  Customer Answer

  Date: 08/05/2025

   
  Complaint: 23666018
  
  Thank you for your follow up. I appreciate your response, but I must respectfully disagree with several points you outlined.
  
  During the first ************ visit, he replaced components as part of his initial diagnosis of the freezer issue. However, after the freezer continued leaking, he returned for a second visit and disassembled the freezer. At that time, he informed me the issue was due to a clogged drain, which he was able to clear. He explicitly stated that if the leaking continued, it might indicate a gas issue and suggested that a replacement fridge could be necessary. At no point did he mention any concerns about the fan or circulation system, which, as I noted from the start, was not a problem prior to these visits.
  
  I am open to adjusting the amount Im requesting and removing the cost of the gasket. However, the manual labor performed during the second visit appears to have directly impacted the refrigerators cooling function. Following that visit, the fridge section stopped working properly, an issue that did not exist before.
  
  The second ********** was the only one to raise the possibility of needing future part replacements, including the fan. He also pointed out that the gasket had not been properly installed by the first **********. This further supports my concern regarding the quality of work performed during the initial visit. In addition, I submitted an image with my BBB complaint showing visible damage left inside the freezer, again another indication of carelessness on the part of the first **********.
  
  I am requesting compensation because there is clear evidence that the first **********s work negatively impacted the refrigerators functionality. The damage and new issue with the fridge only occurred following his service, and I do not believe it to be a coincidence.
  
  Additionally, I find it inconsistent that both **********s who went to the location provided the same recommendation regarding the additional repairs needed, especially considering my original service request was solely regarding the freezer leak. If the first **********s report includes recommendations about the circulation system or the fridge section, it would seem that his notes do not accurately reflect the situation as it occurred.
  
  I understand your point regarding newer parts potentially placing strain on older ones or revealing hidden issues after disassembly. However, neither ********** communicated this to me at any time. If hidden damage was discovered during disassembly, I should have been informed. Since I was not, I reasonably concluded that no such damage existed prior. Also, the second ********** did not report to me about any sort of potential strain that the refrigerator was experiencing.
  
  Given the circumstances and the lack of clear communication, I believe your internal records may not fully reflect what transpired. Unfortunately, this experience has led me to lose confidence in the service provided. I do not intend to use or recommend your company in the future, especially after reviewing other customer complaints on the ******************** which mirror similar issues with ********** performance.
  
  Again, I am seeking compensation for the damage and inconvenience caused. However, based on your response, I am concerned that this request may be dismissed. I will await your reply and will update my complaint with the BBB accordingly.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:07/23/2025

  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.

  I had a **** technician come to my house to fix my dryer as it was not heating. The technician replaced a connector but the dryer failed after one load. He came back to the house and this time he spliced two wires together. The dryer quit working after one load again. I asked him why he didnt just replace the entire wire, he said its too expensive. I again contacted the company (which you can only email) and told the dryer is not working again. This was on Sunday and she said she would get back to menothing yet. I have a disabled person in my house and the dryer is critical. I have asked for a refund, nothing on that either.

  

  Business Response

  Date: 07/23/2025

  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. 
  

  At our core, we are committed to providing value without compromising the quality of our service, as we endeavor to ensure successful repairs. We fully understand your concerns and the perspective you are coming from to address this issue. We apologize for any inconvenience caused and have reported the technician to our engagement team. Additionally, an incident report has been filed regarding what occurred, and it has been forwarded so they can take the appropriate disciplinary action.
  

  Upon checking your account with us we saw that it was already approved for a new technician and an appointment has been set for a re-inspection at no cost for tomorrow between 5 to 7 PM. Once the diagnostics has been done, the team will be reaching out to the new technician to follow up with his finings and for us to know the next step that we can provide regarding your concerns. 

   

  Sincerely, 

  Danna 

  **** Support Team