Complaints

This profile includes complaints for Puls Technologies, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Puls Technologies, Inc.

  849 E Stanley Blvd PMB 203 Livermore, CA 94550-4008

  
• 

  Puls Technologies, Inc.

  444 Spear St San Francisco, CA 94105-1684

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/08/2025

  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.

  My refrigerator stopped cooling and on Feb. 7 they came over to repair it. They said they had repaired it and charged me $400 (which seems to be a common amount for **** refrigerator repairs based on other complaints I have read). Less than two months later, on April 2, it stopped cooling again. It's not been 6 additional days and **** has been unresponsive. After I threatened to get a refund through my credit card company, the responded and said they would come back out for free under their "guarantee" policy. I scheduled a visit through their portal but, as I also see from other reviews is frequently the case, they canceled this at the last minute. They then asked me to schedule again, but this time they wanted to charge me $85 up front for this visit. For more than 48 hours I have been trying to address this since then but with no response. All the food in the refrigerator had to be thrown out. At minimum I would like a full refund for this horrible experience.

  

  Business Response

  Date: 04/09/2025

  Hi *****, thank you for bringing this issue to our attention. We deeply apologize for the inconvenience caused by your refrigerator repair experience. We understand how frustrating this situation has been and are working to resolve it promptly.
  
  We have scheduled a guarantee appointment as part of our policy and are in the process of assigning a technician to your requested visit. Rest assured, we are prioritizing this matter to provide you with the quality service you deserve. Your patience is greatly appreciated, and we will keep you updated on any changes or progress regarding your appointment.
  
  Additionally, we have sent an email with details about your guarantee appointment. Please check your inbox and confirm whether you would like to proceed. If you choose not to move forward with the appointment, we are happy to submit a refund request and review this with our team.

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

  
  

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23175810
  
  I am rejecting this response because: I have not received the email they claim to have sent. They have been making claims about helping me for over a week and have done absolutely nothing to help me. Do you know what it's like to go a full week without a refrigerator? I would have used someone else but I paid them $400 for nothing and I want it back.
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 04/11/2025

  Hi, *****. 

   

  Upon checking on your account with us we saw that the technician was able to went back and have the unit re-inspected in which you are able to communicate with the team regarding this, 

  Thank you!

  **** Support Team

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23175810
  
  I am rejecting this response because: the result was unsatisfactory. It should not take two weeks to schedule a repair for a refrigerator. There was no attempt to provide a partial refund or to otherwise make good on the company's poor service.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:04/05/2025

  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 03/06/2025 I requested an appointment regarding a smell issue with a washer. Technician came and assesed to change the gasket.On 03/15/2025 technician came back to replace the gasket. No other job was performed on his side regarding the smell, as it remained.Days after on the first use we noticed water leaking from the bottom, restroom filed with water. I contacted **** to submit a warranty claim.**** approved the warranty and scheduled for 03/27/2025 after waiting for a technician for two hours and having to skip work to attend the appointment there was a no show. **** rescheduled for 04/03/2025 second appointment, no show. Rescheduled for saturday 04/05/2025 another no show.Unsure if these are retaliation practices for clients requesting warranties. But at this point, I want my washer repair, and to be paid the wash fold services we have had to use for the past 3 weeks.These practices are unbelievable

  

  Business Response

  Date: 04/06/2025

  Hi *****, thank you for bringing this to our attention. We sincerely apologize for the inconvenience and frustration you have experienced throughout this process.
  
  Upon reviewing your appointment, we noted a conversation with our Supervisor where you mentioned that you had already hired another company. You also agreed to share the inspection report from the other service provider so that we can move forward with reviewing your refund request. Additionally, we have sent you an emailplease respond to it with the requested supporting documents.
  
  Your feedback is invaluable in helping us improve our service standards and avoid similar situations in the future. Thank you for your patience and cooperation as we work to address this matter.
  
  
  Sincerely,
  Mariel
  **** SMM Team
  **************
  
  

• Initial Complaint

  Date:04/03/2025

  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 bought **** technology insurance and dryer repair services and when the tech came to fix my dryer he not only didnt install the dryer duct but my fuse blew. As a hvac tech this is extremely unprofessional. When i requested a new consultation they didn't honor it and said that the tech states I gave him aftermarket parts. I then showed the company text messages directly from the tech with his work phone number as provided on the invoice and they still didn't honor it due to the tech expressing I provided the parts. They told me I would have to purchase the service all over again when It didn't work from the beginning. Then I received an email stating free health of your appliances check up and when I called they said they couldn't do it. So not only was the job done poorly, the tech lied, and they didn't honor their insurance, or their promotion for a free health check up.

  

  Business Response

  Date: 04/03/2025

  Hi, *******. 

  We apologize for any inconvenience or negative experience you may have had. Our team always strives to provide the best service possible and we regret that we fell short in meeting your expectations. 

  We believe in providing value without compromising on the quality of the repair as we always strive to provide a successful repair. Nonetheless, we understand your sentiment and the position that you are coming from however it was come to our attention that you are the one who provided the part during the initial repairs. We understand that you have a direct communication with the technician however as you know the only communication that we had from you after the repair on September was on December. The team was able to sent you a response via email that we will not be able to honor your Guarantee request. 

  After that email we haven't receive any response from you until now, which is past the 90 days Guarantee period. Please feel free to check the link below for your reference regarding the Guarantee terms. 

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

  *****

  **** Support Team

  
  
  
  
  

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23154881
  
  I am rejecting this response because you sent an email about a free home check and I submit attachments directly from the workers work number claiming he has the part with him if you reviewed the attachments. Nonetheless the dryer fuse is blown due to the vent not being properly connected. All Im asking for is for proper installation. 
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 04/25/2025

  Dear Mr. ******************** you for your continued feedback. We understand your concerns and appreciate the opportunity to clarify our position.

  Our records show that your original appointment for the ************* took place on September 8, 2024. When our technician arrived, the unit was already disassembled, and the replacement part had been provided by you directly. Due to these circumstances, our technician noted that a Guarantee of Service (GT) could not be offered, as the repair did not follow our standard service and parts procedures. 
  

  You reached out to us again on December 3, 2024, regarding a blown fuse. At that point, the 90-day Guarantee period had already passed, and your membership had also been canceled. For these reasons, and based on the technicians documented report, we are unable to offer a guarantee for this service.

  We certainly understand your frustration, and we regret that your experience did not meet your expectations. While we are unable to approve your request at this time, we do remain committed to delivering quality service and appreciate your understanding.

  Please feel free to reach out if you have any further questions or if there's anything else we can assist you with.
  
  
  Sincerely,
  Jem
  **** Refund Team
  **************

• Initial Complaint

  Date:04/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The technician charged a fee for coming out and falsely indicated that a part, citing the heating element was faulty. This assessment was inaccurate. He never showed me testing of the heating element. He made up the diagnosis of this part's failure. An estimate was disclosed of the wrong diagnosis.

  

  Business Response

  Date: 04/05/2025

  Hi **** thank you for sharing your feedback. We sincerely apologize for any inconvenience caused and appreciate the opportunity to address your concerns.
  
  Upon reviewing your appointment, the technician reported that, during his inspection, he identified the heating element as faulty and recommended its replacement. As part of our standard protocol, we kindly request supporting documentation if there is a concern about the technician's diagnosis. This could include a report from another technician or service provider outlining their findings so we can determine if a misdiagnosis occurred.Please feel free to send it to ***************** and we will gladly review your refund request.
  
  We appreciate your cooperation.
  
  
  Sincerely,
  Mariel
  **** SMM Team
  **************

  Customer Answer

  Date: 04/05/2025

  Here is the contact information for Mr. **** that tested the heating element and showed me directly where the gauge meter went all the way over to GREEN which proved the heating element was NOT FAULTY. He will provide me with documentation to my email account.
  

  Mr. **** ************** technician (owner) with Reliance Appliance 

  Complaint: 23153691
  
  I am rejecting this response because:
  
  Sincerely,
  
  *** ******

  

  Business Response

  Date: 04/08/2025

  Hello **** thank you for sharing this information. It's good to know that he will be sending the documentation to your email. We kindly ask that you forward a copy to us as well. This will allow our team to thoroughly review and assess the details and your request.

  We truly appreciate your cooperation!

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

  
  

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23153691
  
  I am rejecting this response because: The company ****************** is expecting a call. He has not provided the documentation regarding the heating element working properly on my dryer. His contact information is enclosed ***********************

  The information was requested three(3) times. I have a cancelled check. Before submit I'll will reach out again.
  
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:04/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 04/03/2025

   

  Hi, ********. 

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

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

  *****

  **** Support Team

  Customer Answer

  Date: 04/04/2025

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

  Customer Answer

  Date: 04/10/2025

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

  

  Business Response

  Date: 04/11/2025

  Hi ********, 

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

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

  Thank you

  *****

  **** Support Team

   

• Initial Complaint

  Date:03/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 03/28/2025

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

  Customer Answer

  Date: 04/01/2025

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

  

  Business Response

  Date: 04/05/2025

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

  Customer Answer

  Date: 04/07/2025

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

• Initial Complaint

  Date:03/26/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 03/26/2025

  Hi *******, 

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

  Thank you for your understanding.

   

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

• Initial Complaint

  Date:03/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 04/11/2025

  Hi, Lola. 

  We apologize for any inconvenience or negative experience you may have had. Our team always strives to provide the best service possible and we regret that we fell short in meeting your expectations. 
  
  We believe in providing value without compromising on the quality of the service as we always strive to provide a successful repair. Nonetheless, we understand your sentiment and the position that you are coming from however, the team tried calling you to have this explained further sadly we have reached your voicemail. An email was also sent to you regarding this explaining that when a technician went to the location and have the unit inspected it was found that the cause of the issue is due to misuse which is not covered under your contract, please refer to Section VII, letter K for your reference. 

  VII. Whats Not Covered 

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

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

  Sincerely, 

  *****

  **** Support Team

  
  
  
  

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23109410
  
  I am rejecting this response because:

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

  

  Business Response

  Date: 04/18/2025

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

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

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

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

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

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

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

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

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

  Customer Answer

  Date: 04/21/2025

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

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

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

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

• Initial Complaint

  Date:03/18/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 03/25/2025

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

  Kayle ******

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

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

   

  Sincerely, 

   **** Support Team

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 23084145
  
  I am rejecting this response because:

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

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

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

  SINCERELY,
  
  **** *****

  

  Business Response

  Date: 03/29/2025

  Hi Eben, 

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

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

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

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

   

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

• Initial Complaint

  Date:03/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 03/14/2025

   

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

  Customer Answer

  Date: 03/14/2025

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

  Customer Answer

  Date: 03/18/2025

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