ComplaintsforPuls Technologies, Inc.

• Initial Complaint

  10/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I became a member of the **** home Services on Apr 2024. I call **** to repair my ice maker in my refrig.. On Sat 7/27 the tech ******* ****** came to my house and told me to order part W10882923 from ****** he charged me ****** that day. Then on Mon July 29 ******* ****** came to my house and installed the part I rec'd from Amazon and charged me another ******. On 7/30 I text ******* and let him know that the ice maker still was not making ice. He reply back in a text msg that I still have "Sorry to hear that ma'am. Let me get a follow up appointment set up. There won't be any charge." 8/2 & I still have not heard anything back or seen *******. I sent him a text on 8/2 I'm suppose to sched the follow up appt or were you going to?" I rec'd no reply back. 8/5 I sent another text msg " Hello *******, should I contact **** to get anther appt my ice maker is still not making any ice after you replaced the part. Pls let me know what I should do. Thank you". He replied on 8/5Yes ma'am sorry for the late response. Let me get an appt set for this Wed 5pm. I will get it all setup. I waited for him& he never showed up.He changed the appt to Aug 7th and never showed up and he kept changing the day of the appt and never showed up. I called Puls& they would say he is waiting on a part.On 8/21 he texted me and said he had the part arriving later that evening and he would come tomorrow 8/22 from 5-7pm.Then on 8/22 he text me and said he got the part and it is the wrong part and was rescheduling for Monday @ 5pm. I waited for him Mon 8/26 and he never came and never text me back. I have not heard back from him. **** called me and ask me to pay another ***** for a warranty appt. then on Sun Oct 20 I rec any email from **** saying that cause I bought the part and that voids my guarantee and warranty. I texted ******* on Sunday and told him I was still waiting. Never heard from him but I can see he read my text. At this point I wantrefund$288.15 & cancel membership with ****.

  

  Business response

  10/29/2024

  Dear *******,

  Thank you for getting in touch with us and sharing your experience. We sincerely apologize for the difficulties youve encountered with your ice maker repair and the communication issues with our technician, *******.

  We understand how frustrating it can be when an appliance isnt working correctly and when follow-up service falls short. We aim to provide our members with excellent support, and its clear we have not met those expectations in your situation.
  
  Regarding the charges and warranty concerns, we want to address this properly. We have approved a refund of $319.13, and to process this quickly, please verify your credit card number.
  
  Your satisfaction is important to us, and we are committed to making this right.

   

  Sincerely, 
  Aj
  **** Refund Team
  **************
  
  
  
  

  
  

  Customer response

  10/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  10/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 10/16/24 I booked refrigerator repair through the **** online website. On 10/18/24 the trusted **** partner showed up for five minutes and replaced the main board. The business partner provided a vague business name only, with no contact information such as email, address or phone number.After 48 hours the refrigerator did not stabilize at proper temperatures and it was not repaired correctly. At this point, I contacted **** and the local appliance repair company name that was provided by ****. **** said that the repair was not their responsibility since they did not directly perform the repair work. They advised I was on my own to resolve any issue or concerns with the partner even though time was of the ********** return calls or email have been returned by either **** partner in four days. Spoiled food was thrown out in the garbage today because the repair was not made. **** still refuses after several emails to take any responsibility for their role stating they have no responsibility and to contact their partner who will not return any communication.When I entered into the arrangement for **** to provide guaranteed parts and service and quality installation & repairs I was never told they would not stand behind their partners that they contacted to perform.**** is unable to tell me what expertise and responsibility they bring to having my appliance repaired. As it stands now, I have to purchase a new refrigerator for $4,000. I have lost food and I am out the $735.78 which I will dispute with the credit card company since either partner and **** is unresponsive.**** has failed on many levels by not taking ANY responsibility for their relationship with their own trusted **** partner and not being able to obtain any warranty service, let alone put me in touch with the technician they chose. They have also violated their warranty, service charge and no up front billing policies.

  

  Business response

  10/24/2024

  
  Hi *******,

  Thank you for reaching out and sharing your experience. We sincerely apologize for the frustration and inconvenience you've faced regarding your refrigerator repair. Your concerns are valid, and we understand how upsetting this situation is, especially considering the loss of food and the financial implications.
  
  We regret that the communication from both our partner and **** has not met your expectations. We strive to ensure our customers receive timely and effective support, and its clear we fell short in this instance.
  
  We understand you have questions regarding our service guarantee and the background checks of our technicians. While we work to ensure all technicians meet our standards, its important to note that the specific appointment was conducted between you and the local partner, not directly through ****. As such, we are unable to apply our service guarantee in this case.
  
  We acknowledge that you have disputed this with your bank, which is the course of action at this time, as the payment you made was directed to the lead partner. However, we will reach out to the local partner to obtain their feedback and will keep you updated on any developments regarding your situation. In the meantime, we will reach out to higher management to investigate this matter further and work towards a resolution for you.
  
  Thank you for your patience and understanding.
  
  
  
  Sincerely, 
  Aj
  **** SMM Team
  **************
  

  
  

  Customer response

  10/25/2024

   
  Complaint: 22464761
  
  I am rejecting this response because:

  **** has refused on at least four times to address any of my questions to them.

  I would not have used **** for their services to allow unlicensed, unvetted technicians into my home based on their recommendation and assurances that they had vetted the technician for skill and background checks.  They have done neither.  At no point does **** say the technicians are not their responsibility and in fact says they guarantee the work, and would waive the service charge if work was performed

  **** refuses to advise what value they bring to the table.  I am quite capable of getting technicians that can't perform the services correctly on my own without **** help, interference and mark-up to the technicians cost who they claim they don't represent.

  Their standard reply is "not their people, not their problem"  I would not have made the arrangements through **** for a technician without their promise of clear up-front pricing, paying after job completion and that they have trusted technicians (vetted and screened), nationwide with only 10% meeting their screening criteria.  In addition they guarantee all of their services for a minimum of 90 days and that they will waive the $89.00 trip charge if services are performed.  **** has not delivered on ay of their promises.  I have performed more due diligence in attempting to repair my appliance than **** every performed.

   Sincerely,

  ******* ****

  

  Business response

  10/29/2024

  Hi *******,

  We hope this message finds you well! We wanted to provide you with an update regarding your service request. The technician has confirmed that he is prepared to assist you and has been in direct contact to address your concerns. Please direct any inquiries or issues to him, as he conducted the service. He has also assured us that he will take full responsibility for any potential issues with your unit and has provided a 2-year warranty to guarantee the longevity and effectiveness of the repair.

  It's important to clarify that, based on the information you've received, **** will not be accountable for any complications that arose during the technicians service. Please note that the technician is the sole recipient of the payment for this service; we do not receive any portion of it.
  

  For your convenience, We've attached the document that was previously sent to you prior to the technician's engagement.
  

  If you have any further questions or need assistance, please dont hesitate to reach out. Were here to help!

   

  Respectfully, 
  Aj
  **** SMM Team
  **************
  
  

  Customer response

  10/29/2024

   
  Complaint: 22464761
  
  I am rejecting this response because:

  I have never received the email dated 10/17/24 from ****.  It is not in spam, trash or in any received emails. In addition both *************************************************************************************************** emails.

  Thanks to **** for the seamless experience from start to finish and exceeding my expectations on a miserable repair.

  The BBB may close the complaint out with this final response as I am done wasting my time with **** now and in the future.  Thank you to the BBB.
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  10/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have attached an account of what is happening. **** technician mis-diagnosed the issue with my washing machine and ordered a part that I did not need.

  

  Business response

  10/22/2024

  Dear *****,
  
  Thank you for reaching out to ***
  
  Heres a summary of your appointment and the services provided:
  
  On September 11, 2024, our technician diagnosed your unit and found that it needed a replacement water valve, as you reported issues with the washer starting properly. You noted that after selecting a mode and starting it, the washer would stop and fail to fill, requiring multiple attempts to get it to work.
  
  On September 23, 2024, the technician replaced the inlet water valve, and the unit worked correctly afterward. However, on October 16, 2024, he discovered a switch floating in the water line and recommended that you consult a plumber, as the water line issues could damage the new valve. The problems may also be due to low or high pressure or insufficient water in the line.
  
  Initially, we declined your refund request because the technician's repair was warranted. The situation requires a plumber to address the switch issue, which was not a misdiagnosis. However, after discussing your concerns with the technician, we have agreed to refund you $303.32. We will not be issuing a full refund, as the valve was a necessary expense incurred by the technician.
  
  We have sent an email to confirm your credit card number so we can process this refund promptly.
  
  Payment Summary:
  
  Total Paid: $502.27
  Less cost of the inlet valve: $198.95

  We are still waiting for your confirmation regarding your card number.
  
  
  Best regards,
  Aj
  **** Refund / SMM Team
  **************
  
  
  
  

  
  

• Initial Complaint

  10/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I contacted **** on 9/22 to fix my refrigerator. A technician came to my house and, according to my invoice, replaced a fan. He went into the basement to turn off the water line that went to my ice maker. I noticed he turned the valve to the left and questioned why he wasn't turning it to the right. He said that's the way this worked and I shouldn't touch it. Said he had to order a part to fix the ice maker and charged me for it.All that week I caught dripping water in bowls, put towels on the floor up against it to absorb the leakage. This was a daily and hourly job. The technician was supposed to come during that time but he was a no show. This happened once before. By Sunday, I'd had more than enough. I went to the basement, turned the valve all the way to the right and the water stopped leaking. The freezer had been turning the water into thick blocks of ice. There were icicles hanging everywhere and water had frozen on the walls. All of my food was encased in thick ice. I had to use a hammer and s**** driver to get rid of it. I threw away a lot of meat that had become waterlogged and then had refrozen.I'd reported what was going on and they said they'd send the same technician to correct the problem. I said I wanted a different one and was told it had to be him. After standing me up twice, I didn't want anything to do with him. I sent emails asking for my money back and the replies asked if the technician could come back. The part, which I've paid for, had finally come in. The didn't offer any explanation about returning my $527.70. They've sent countless emails requesting I let the tech in to fix whatever hadn't been fixed. I don't want to deal with them anymore, so I closed my membership. My bank account was immediately charged $66.86. I have no idea what this was for.I believe I'm owed a refund and additional money for the mess he created and that I had to deal with day after day for 2 weeks.

  

  Business response

  10/10/2024

  Hello *****, 
  This is regarding your concern on BBB.
  Thank you for your patience and for keeping us informed about the issues with your freezer and fridge. We understand how distressing it can be to deal with melting ice and food spoilage, and Im here to help.
  Appointment Summary:
  09/22/2024: Your initial appointment (#*******)the technician addressed the cooling and noise issues by replacing the faulty evaporator fan and water valve, for a total of $527.70.
  09/24/2024: You reached out regarding a guarantee request as the same issue persisted.
  09/25/2024: Our technician contacted you to agree on a new schedule. A status request member tried to call you but left a voicemail, left message regarding the information
  09/26/2024: During the guarantee appointment (#*******), it was identified that a new valve was needed at no additional charge.
  09/27/2024: The technician went to your home to check the unit and informed you that the part would arrive on 09/28, and he planned to visit on either 09/29 or 09/30 between 12-2 PM. A status request member tried to call you but left a voicemail, left message regarding the information
  09/30/2024: The appointment was rescheduled to 10/02/2024 due to the part delay. A status request member tried to call you but left a voicemail, left message regarding the information
  10/02/2024: The technician had the part ready, but the appointment was canceled by you.
  10/06/2024: You emailed us stating that the unit is now working, but you still experienced ice buildup.
  10/07/2024: Our team offered to dispatch a technician to replace the water valve at no additional cost to resolve the ice issue completely and we had no response after that.
  Regarding food spoilage, we understand how disappointing it is, but per our guarantee, we cannot issue refunds for any food loss that occurs due to delays or product failures, regardless of timing. Kindly reference **************************.
  Membership Details:
  You purchased your appliance protection plan on 09/22/2024. We applied a 15% member discount of $86.95 during your initial appointment, along with a deduction of the security and support fee ($14.90). Heres a breakdown of your charges:
  Labor Cost:                      $270
  Evaporator Fan Motor:    $176.57
  Water Valve:                    $133.09
  Total Before Discounts:   $579.66
  Less Member Discount:  $86.95
  Membership Payment:    $34.99
  Total Paid:                       $527.70
  If you decide to cancel your membership within 30 days of purchase, there will be no cancellation fee, but a chargeback will apply.
  
  At this time, we are unable to process it, as we need to send a technician to assess and resolve the issue youre experiencing. This step is essential to ensure that we address the problem effectively. We appreciate your understanding and cooperation.

   Please let us know how you would like to proceed regarding the technician visit for the water valve replacement. Were committed to resolving this for you.
  
  
  
  Sincerely,
  AJ
  **** Refund / SMM Team
  **************
  
  

  
  

  Customer response

  10/13/2024

   
  Complaint: 22402521
  
  I am rejecting this response because:

  1. The invoice in the amount of $527.70 included a charge of $133.09 for the valve i never received.   The technician told me he would order it and charged me ahead of time.

  2. He was a no-show for 2 of the visits listed above. I didnt want anything more to do with him. I requested a new tech and was told that it had to be him. No explanation was given. 

  3. He went to the basement to turn off the valve that supplied water to the icemaker. I noticed that he turned it all the way to the left. When I asked him why he didn't turn it to the right,  he said turning it to the left was what my refrigerator required. He told me not to fool with it.

  4. For the next week I was constantly soaking up water that leaked out . It was a mess. I had bath towels on the floor that became totally soaked .  This was due to the water coming from the ice maker. On 9/28, I went down to the basement to and turned the valve all the way to the right. Voila,  the water stopped.

  5. Then the ice came. I had to use a hammer and s**** driver to get to my food. Thats when i found out that most of what I had in it was that first, it had been soaked in the water, then refrozen into a block of ice.

  6. During this time, I was in touch with ****. They were calling until i told them I wanted everything in writing.  I asked for my money back. Then i decided I should be compensated for all of the work I had to do  because of the technician's fault.

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

  

  Business response

  10/15/2024

  Dear Ms. ****************** sincerely apologize for the frustration and inconvenience youve encountered.
  

  We understand that the technician mistakenly adjusted the water valve to the left instead of the right, resulting in a leak on your floor. We are truly sorry for any mess this may have caused. Could you please share some photos of the affected area?
  

  Regarding the no-show mentioned in our previous response, we attempted to call you several times but only reached your voicemail as we wanted to update you about the delay with the part.
  

  To address your concerns fairly, we would like to send a new technician to assess the situation at no charge. If the technician confirms that no parts were installed and that an error was made in the assessment, we will review the situation and provide you with feedback afterward.
  
  If you agree we would like to know your availability so we can send out the new technician.
  
  Thank you for your understanding.
  
  
  Sincerely, 
  Aj
  **** Refund/SMM Team
  **************

  Customer response

  10/15/2024

   
  Complaint: 22402521
  
  I am rejecting this response because: I never received any voice-mails from them;

  I was treated unfairly because of a mistake made by the technician, for which they take no blame;. I want my money refunded, plus $500 for the time I spent cleaning up the mess on a daily/hourly basis. The technician made a mistake and I had to pay for it.

  I was charged for a water valve in advance. It was never installed.
  

  The only thing **** has offered to do is to send a new technician.  They've done this over and over again.  My refrigerator is now working but the icemaker isn't.

  Let me know if you can assist me with getting this resolved.

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

  Customer response

  10/16/2024

  I sent 3 pics. Did you get them?

  Customer response

  10/17/2024

  I'm hoping all photos are viewable. 

  Please let me know you can see them.

  If there's another way to do it then send me the link, please.

  ***** Andrews 

  Customer response

  10/17/2024

  I'm attaching pictures of the ice I had to remove from the freezer. 

  Some food had water that had seeped inside and refrozen, which was thrown out

  

  Business response

  10/19/2024

  Dear *****,
  
  Thank you for sharing the photos of the frozen food and ice buildup in your freezer. We sincerely apologize for the condition of your food and the inconvenience this has caused you.
  
  We understand how distressing it must be to discover that your food items were damaged due to the issues with your refrigerator. The photos clearly illustrate the extent of the problem, and we appreciate you providing this evidence to help us understand your situation better.
  
  Given the circumstances, we want to assure you that we take this matter seriously. While our policy generally does not permit refunds for food loss, we recognize the significant impact this has had on you. To help make amends, wed like to offer you a 10% discount on your next appliance appointment, as well as a $50 discount on handyman services. You can use the code handyman$50 when scheduling your next appointment with us, should you choose to continue using our services.
  
  Additionally, we recommend prioritizing a technician visit to ensure the ice issue is resolved permanently and that your refrigerator operates properly moving forward. We have confirmed that the water valve will be provided at no charge, and the technician already has the part on hand.
  
  Could you please let us know your preferred schedule for the appointment?
  
  Thank you for your understanding.
  
  Sincerely,
  Aj
  **** SMM Team
  **************

  Customer response

  10/19/2024

   
  Complaint: 22402521
  
  I am rejecting this response because: you offer the valve free of charge.  You charged me for it on the invoice i paid, so I've already paid for it. I need the amount refunded asap.

  I'm sticking with my original plan.  ***** made a big mistake and caused all of the damage. I had to keep controlling the water as it leaked from my refrigerator, through the floor into my basement and after I'd turned off the water, I had to get rid of huge, thick pieces of ice that I removed using a hammer and s**** driver. I don't need a technician,  so why do you keep offering to send one, over and over? 

  I want my money back, plus an additional amount for the mess I had to deal with. Your responses never mention this, accept to say you're sorry.  Sorry isn't good enough.
  
  Sincerely,
  
  ***** *******

  

  Business response

  10/21/2024

  Hi *****,

  We recognize how frustrating this situation has been for you, and weve taken your concerns seriously by escalating them to higher management. We can offer you a 50% refund of $263.85 to help address the inconvenience and disruption caused by our service.
  
  Regrettably, we cannot provide a full refund because the parts installed remain in your refrigerator, and the technician covered these out-of-pocket expenses. We appreciate your understanding, and please note that this decision is final.
  
  Heres a breakdown of the parts paid for by the technician:
  
  Evaporator fan motor: $176.57
  Water valve:                $133.09

  To expedite your refund, please confirm if your **** credit card number ends in 5138.
  
  Thank you for your cooperation.
  
  Best regards,
  AJ
  **** Refund Team
  **************

  Customer response

  10/22/2024

   
  Complaint: 22402521
  
  I am rejecting this response because: I paid for the water valve but it was never received/installed. The technician charged me for it before it had even been ordered. If you'll add the $133.09 to the $263.85, I'll accept your offer.
  
  Sincerely,
  
  ***** *******

  Customer response

  10/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I have a new card on which to credit the refund. Let me know when to give the number to you.

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

• Initial Complaint

  10/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Our dryer first went out in April my husband replaced the heatint element but only12 days later it went out again.we were able to get a replacement part from ******, as the failure was due to a faulty element, not an issue related to lint buildup. My husband regularly cleans the lint vent and exhaust, so we are confident that the issue was with the part itself. In April when the dryer again stopped heating, we decided to reach out for professional assistance.A technician was dispatched, completed the repair $313.90 and recommended that we purchase the monthly insurance plan, which was presented as covering the dryer and other home appliances in the event of any future issues.$37.54 a month we have paid since april. However, the events that have unfolded since then have been frustrating. What should have been a straightforward repair has turned into a prolonged, stressful experience. When the technician came on Monday, 9/30/24, 2024, he diagnosed the dryer, but after disassembling it, the machine now wont start at all. The dryer now displays a message stating the door is open when its not, making it impossible to use even for tumble drying. This is particularly upsetting my husband took two consecutive days off workfirst 9/30/24 and then again on 10/01/24 when we were told the technician would return to complete the repair only after we paid $89 to do a claim. Now they are denying the claim saying the heating element went out due to the vents being clogged.we sent proof that the vents were totally clear and well maintained.They claimed the tech said that. we messaged him and he denied saying that. They are trying everything not to honor the claim and I am very disappointed in this situation.they are saying we need to pay full price to fix the dryer another $300. I am extremely upset I tried to resolve this all week. Many emails and phone calls and they are not resolving this issue.

  Customer response

  10/04/2024

  Hey this is ****** *******. The code for my report is 
  700880652C1FD. 
  I wanted to give more information on what all has transpired with this company. I have been dealing with this all week and this is some of our email conversations I have not heard back from them in days. 
  When they first denied the claim they said it was cause the technician put our heating element went out due to poor care and the lint clogging the dryer which voids their warranty. We asked the tech he said no he never said that. When I asked **** they said we'll in most cases with a heating element out that's the reason. We had taken photos of the well kept vents and there was no clogs. The *** said okay he will get it taken care of and if I just send him pictures of the vents we can get someone out to fix it. So far I have not heard back I have followed up with several emails and nothing. They claimed the insurance that I pay would cover anymore issues and that doesn't seem to be rhe case. At this point i either want a refund for the $89 claim and a refund on my monthly $37.54 I've been paying towards the insurance for the last 6 months. Ideally I would like for them to come and fix the dryer cause when the technician came to diagnose it he broke the door. So now it has 2 issues. I'm sorry for all this if you need more info let me know i have a lot more. 
  

  
  

  

  Business response

  10/04/2024

   

  Hello, ******. 
  
  
  Thank you for sharing your feedback and letting us know your insight. We are truly sorry for any inconvenience caused and the less-than-positive experience. 
  
  After further deliberation with the team, the coverage of the repair has already been confirmed and an appointment for the technician's return to complete the repair has been scheduled for 10/05/2024 between 11 am and 1 pm.  As you were told by our membership care team, in case the heating element once again fails despite the clean vents up to the exhaust, it is highly likely that there is an issue with the venting, such as the vent being too long. If this happens, the plan will no longer be able to cover for its next replacement.
  
  
  We appreciate your time and patience with the process, and you may call us at ************** for immediate assistance. 
  
  
  
  Dince, 
  **** Support

  Customer response

  10/07/2024

  I just wanted you to know tbey came out and fixed the dryer. Thanks for your time!

• Initial Complaint

  09/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 3, 2024, I contacted **** ************* to repair my refrigerator. The refrigerator had been leaking and the bottom freezer was frozen shut. A technician came to my home on March 4th, conducted a repair, and assured me the issue had been resolved. He said the freeze was leaking due to the freeze seal being loose, which had caused ice to build up at the bottom of the freezer. Additionally, I was sold a service plan at the time of the repair, which I agreed to.On August 14, 2024, I reached out to **** again because the refrigerator was leaking and ice was building up at the bottom of the freezer. Upon reviewing my claim, **** denied service, stating the cause was a clogged drain due to algae. However, during the original visit in March, the technician did not inspect the drain or mention algae buildup as a potential cause. I believe the current issue stems from the same underlying problem that was improperly addressed in March 2024.I am dissatisfied with the service and denial of my claim because the problem was never properly diagnosed or resolved during the initial repair. I feel I have been misled, both in terms of the original repair quality and the terms of the service plan.3/4 - I paid $267.54 + $40 for the membership 4/4 - 9/4 - I paid $37.44 monthly 9/22 - I paid $42 to cancel the membership

  

  Business response

  09/24/2024

  Hi ******,
  
  After reviewing the appointments and  after discussing with the technician, it was determined that the condensate drain was blocked by ice buildup, leading to water leaking onto the floor. Due to the much ice build up, tech cleared everything. Also, it was leaking because of the freeze seal loose that time. The freezer functioned well for over five months following this repair.
  
  On August 15, 2024, the technician returned to your location and found that the drain pipe had algae buildup. According to your membership terms, this issue is not covered due to lack of maintenance and will incur a standard fee for no parts repairs.
  
  Please reference our terms. Section VII: Whats Not Covered (H) states that maintenance, service, repair, or replacement needed due to damage from anything other than normal use, storage, and operation according to the manufacturers specifications is not covered.
  
  We also informed you via email that the plan covers mechanical and electrical breakdowns but does not include maintenance services or repairs required for damage resulting from lack of maintenance.
  
  Thank you!
  
  
  Sincerely, 
  Aj
  **** Team
  **************
  
  

• Initial Complaint

  09/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They came to repair the refrigerator's ice maker. They informed me that it needed a new ice maker. They replaced it, and three months later, it stopped working. They failed to provide me with an electronic receipt of my purchase. I called back when it stopped working, asking them to repair it. They denied my request. They insisted that due to a 90-day policy, they would charge me full price for the repair. They denied me access to a manager when requested. I requested specifications of the manufacturer of the product they installed, and they have not sent me any specifics to reach out to the manufacturer to request a replacement of what is a defective product, or they installed an old icemaker and charged me as it was a new one.

  

  Business response

  09/16/2024

  Dear *********, 
  
  Thank you for bringing your concerns to our attention. Were genuinely sorry to hear about the issues with your refrigerator's ice maker and the service you received.
  
  Heres a summary of your situation:
  
  Initial Repair: Our records show that our technician replaced the ice maker in your refrigerator with a part from trusted suppliers like Reliable Parts, *******, Tribles, and PartSelect. You were billed as per our standard procedure. Also, an electronic receipt for the repair has been issued and is attached for your review.
  
  Repair Denial and Policy: Our policy includes a 90-day guarantee on parts and labor. Since the issue arose after this period, additional repairs would normally be charged. We apologize for any confusion about this policy and for not providing you with manager support at the time. Details can be found on our website: **************************.
  
  Manufacturer Specifications: We are working to obtain the manufacturers specifications for the part installed and will provide this information as soon as we receive a response from our technicinan, so you can contact the manufacturer if needed.
  
  Part Quality Concerns: We understand your concern about the ice maker. If you believe the part was defective or improperly installed, we would appreciate any documentation or evidence you can provide to support this. Please keep in mind that the ice maker functioned beyond our 90-day guarantee period. We are committed to addressing your concerns and will review any additional information you provide to ensure a satisfactory resolution.
  
  We appreciate your patience as we await a response from our technician and work towards resolving this matter.
  
  
  Best regards,
  **** Team
  **************

• Initial Complaint

  09/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I used **** for a dryer that needed to be fixed because it was not getting hot. The unexperienced technician can out. He stated the problem and went to his carrot the part(left the trash in my house) he said he fixed it and I needed to clean the filter. I asked him what that had to do with it. He really couldn't tell me. He gave me a price that wasn't correct and I end up paying more for something wasn't fixed. He left and days later I called told him/company it still not getting hot after not using it until needed. I called numerous times and they stated they were going to send someone out to my house. They gave a time he never showed up and I called again no show. I am out of 284 dollars that the company got and sent out a unexperienced technician.

  

  Business response

  09/08/2024

  Hi ******,
  
  We apologize for the delay in service and any inconvenience it may have caused.
  
  When you first reached out, we advised scheduling a professional cleaning of the vent to prevent overheating issues. However, we did not receive a response to set up a guarantee appointment with our technician.
  
  For your reference, heres a summary of the inspection conducted on 08/21/2024 between 1 pm and 3 pm:
  
  Initial Inspection:
  The technician discovered that the unit was not heating due to a faulty main fuse, likely caused by overheating. Both the cut-off and thermostat fuses were replaced, which should address the issue. If the problem persists, it may be related to the venting, particularly in an apartment complex.
  
  Post-Visit Checklist:
  Both the thermostat and cut-off fuses have been replaced, and the unit is now heating properly.
  
  The invoice and inspection report were sent to you before the bill was settled. Please find the attached file for your reference.
  
  To move forward with a guarantee appointment, please have a professional clean the vent. Once that is done, we will send a technician for a re-inspection at no additional cost.
  
  
  Best regards,
  **** Support Team
  *****************

  Customer response

  09/15/2024

   
  Complaint: 22253602
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********** *****

  Customer response

  09/17/2024

  I disagree with **** because I called and spoke to them and told me they were going to send someone to my house and it never happened.  I even called the tech and he stated he would come on a Saturday. I have the day I called. 

  

  Business response

  09/17/2024

  
  Dear **********,
  
  We hope this message finds you well. We're writing to address your recent complaint regarding the appointment for your dryer and to outline our plan for resolving the issue.
  
  Firstly, we sincerely apologize for the inconvenience. We understand how frustrating this situation must be.
  
  To ensure your unit is properly addressed, we'll send a different technician to evaluate the situation. If the new technician identifies another issue, there will be no charge for the reassessment. However, if he determine that professional vent cleaning is necessary, you will be covering for the cost of that service. 
  
  After the new technician completes their assessment, we will review his findings and discuss the best way to proceed based on his recommendations.
  
  Please let us know a convenient time for the new technician to visit, or if you have any other questions or concerns.
  
  
  
  Sincerely,  
  ****** ***
  **** Team
  **************

• Initial Complaint

  09/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Recurrent unauthorized charges of ***** made on 9/1/24, 8/19/24 and one previous other totaling $41.40. I do not own a home and would never order a home repair service or smart phone service.

  

  Business response

  09/01/2024

  Hi ******, 
  
  Weve reviewed your membership and confirmed it is active, having been purchased on 09-17-2023 with monthly billing. Please note that customers are notified 30 days before each payment is processed.
  
  The billed amounts are accurate according to the terms of your membership contract (viewable at ************************************************). The Click & Fix membership is billed monthly as part of an annual plan, with benefits non-transferable and discounts not combinable with other offers unless specified.
  
  As these terms were agreed to upon signup, we are unable to issue a refund.
  
  We have sent a cancellation link for you to review the charges before finalizing the cancellation.
  
  For any questions or further assistance, please reply to this email or call us at **************.
  
  
  
  Best regards,
  The **** Team
  *****************

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I left work early 2 days in a row & the technician never showed up No answer ever at **** number

  

  Business response

  08/27/2024

  Hi ********.

  We sincerely apologize for the inconvenience youve experienced. This does not reflect the level of service we strive for. Weve sent a Technician Incident Report (TIR) to the technician for this issue. To make amends, wed like to offer you a $50.00 discount if youre willing to reschedule. We will make every effort to assign a technician for this last attempt. Thank you for bringing this to our attention, and we appreciate your patience.
  
  
  **** Team
  **************
  ****************

*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. ↩