Complaints

• Initial Complaint

  01/23/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a service contract with **** in July 2024 after a service call on our oven. I paid a monthly fee of $34.99 for future service. January 2025 I made an online request for service on a dishwasher door spring and a freezer not keeping cold. On 1/16 a service man came. He said the freezer compressor was not covered under our plan. We did not go ahead with the repair as he said it would be approximately $1500. He did fix the cord on the dishwasher door. He simply reattached the cord. It did not require any new parts and he did not say that it was not covered as he did with the refrigerator. I paid the $89 fees for both appliances. I was angry about the non coverage so I canceled my policy that day. I was told this plan could be canceled at anytime. I had been paying the fee for 6 months. They collected the $34.99 for January, two $89 fees for the visit, they charged me $53 to cancel, and a week later (1/22) we get a text that a tech is scheduled to come on 1/23 to work on the dishwasher! I replied to the email and said we did not request any service. Then I get an email saying the dishwasher was not covered and we owe $187.90. I should not have to pay more after the transaction is completed.

  

  Business response

  01/24/2025

  Hi Don,
  Thank you for reaching out. Upon review, heres a summary of our findings:
  Dishwasher Repair (1/16/2025):
  The technician repaired the door link, which isnt covered under your warranty (per Section VII of your membership terms).
  Outstanding Balance (1/23/2025):
  Since you paid $89.00 on 1/16/2025, an additional $98.90 remains due for the standard repair totaling to $187.90. Please note that your membership benefits were not applied, as your membership had already been canceled at the time of the repair.
  Please see breakdown bellow
  Standard Repair :$173.0
  Security & support fee: $14.90

  Refrigerator Repair:
  The sealed system was covered under warranty, and we apologize for the lack of clear communication from the technician. However, your membership was canceled before we finalized the claim.
  Membership Charges:
  The monthly membership fee is non-refundable, as you were notified 35 days prior to the charge. Upon cancellation of the membership you were charged for the discounts your received on 07/16/2024 for your oven appointment.  Kindly visit our ************************************************ for your reference.
  If you have any further questions, please let us know.
  
  
  Sincerely,
  Aj
  **** Refund/SMM  Team
  **************

  
  

  Customer response

  01/25/2025

   
  Complaint: 22847287
  
  I am rejecting this response because:  I paid $266 for the tech to reattach a cord on the dishwasher door. I should have been told whether or not it was covered BEFORE he did it. I would not have paid for services not covered. I canceled the contract After he finished the appointment. He was standing in the kitchen talking to my husband telling him to call ** about the refrigerator. If the tech was incorrect in telling me that the dishwasher was covered, that is on HIM, not me. It did not require any parts. It was a matter of reattaching the end of a cord. He did NOTHING to the refrigerator other than take a temperature reading. As it is, I paid another company to fix the refrigerator that should have been covered under the contract. 
  
   
  Sincerely,
  
  *** ****

  

  Business response

  01/28/2025

  
  Hi ******************* records indicate a payment of $89.00 for the dishwasher service. If you made a payment of $266.00, it does not appear in our system. Could you please confirm the payment method and the date of the transaction so we can investigate further?
  
  The technician identified the dishwasher door link issue as a result of normal wear and tear, which falls outside the scope of your warranty coverage (as specified in Section VII, Letter A of your membership terms). Despite this, the technician explained the situation to you at the time, and you consented to proceed with the repair under the standard terms and charges.We charged you $187.90 for labor, but you only paid $89.00 at the time of the repair. This leaves an outstanding balance of $98.90.
  
  As for the refrigerator, the issue (sealed system) would have been covered under warranty, but your cancellation of the membership voided this coverage.
  
  Please refer to the attached file for your membership terms and conditions for your reference.
  
  We apologize if there was any misunderstanding or if our service fell short of expectations. If another provider successfully repaired the sealed system issue, we kindly request their diagnostic report for review.
  
  
  Sincerely,
  Aj
  **** SMM Team
  **************

• Initial Complaint

  01/13/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had my dryer serviced in October ************************** Jan 2025 due to the same problem it was having hence the reason for repair! Is should still be under warranty and they are giving me the run around about someone coming to fix the problem. I have called for a week straight. They sent someone out to determine If the problem is under warranty. The tech stated that it is and no one has come to fix the problem

  

  Business response

  01/14/2025

  Hi *******,
  
  We wanted to provide you with an update regarding your dryer service. Upon reviewing both service appointments, the new ********** has determined that the pulley and belt should have been replaced on the intial repair service. Based on this assessment, we recommend having the second ********** repair both the pulley and the belt.
  
  Since you have already covered the labor costs, we will only charge for the pulley part, which is estimated at $75.68 plus tax.
  
  Please let us know if youd like to proceed so we can arrange for the ********** to order the part and schedule the repair. For any questions or immediate assistance, feel free to call us at **************.
  
  Sincerely,
  AJ
  **** SMM Team
  **************

  Customer response

  01/15/2025

  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

  01/09/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  October 2, 2024 Called to have refrigerator fixed; error code on front panel. Technician came and was on ******* to figure out problem. Told to unplug and leave doors open for 24 hours. Called merchant and requested they send some else. After time passed they sent someone but because I disputed charge, they cancelled. Capitol One went ahead and paid ****. There was a 90 day warranty that expired on 1/2/2025. I have read reviews that they do this to people all the time. I would never recommend this company.

  

  Business response

  01/09/2025

  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 service as we always strive to provide a successful repair. Nonetheless, we understand your sentiment and the position that you are coming from as we were unable to provide you with the best service that we ought to deliver.
  
  The team was able to send you a follow-up messages regarding the dispute and we haven't received until a call which was over your past the 90-days Guarantee period. 
  
  As much as we want to help and assist you sadly we do also have terms and condition which you agreed when you booked and paid the appointment with us. 
  

  Sincerely, 

  **** Support Team

  
  

  Customer response

  01/13/2025

   
  Complaint: 22789759
  
  I am rejecting this response because:  I called various times within the 90 period.  Each call resulted in being told you would get back to me; never did.  I believe you planned on waiting until the 90 period was up; which was January 2nd.  I am so disappointed to have paid $407.98 and received no help in getting my refrigerator repaired.  I have review numerous reviews online and people have complained about same handling of their service. 
  
  Sincerely,
  
  ******* ********

  

  Business response

  01/14/2025

  Dear *******,
  
  We would like to provide a detailed overview of the service history for your refrigerator:
  
  On October 3, 2024, a ********** replaced the evaporator fan motor to address the noise issue.
  On October 26, 2024, you filed a guarantee request, reporting that your refrigerator was still making noise and had started leaking.
  On October 28, 2024, the ********** visited your home and recommended turning the unit off for 24 hours and leaving the door open to reset the temperature control board.
  On October 31, 2024, you reported that the issue persisted. As a result, we dispatched another ********** on November 4, 2024, who diagnosed a failure in the icemaker fan. The failure was determined to be due to wear and tear, unrelated to the previously replaced part.
  We understand you have since filed a dispute. On November 4, 2024, we emailed you explaining that we would continue servicing your unit once the dispute was resolved. A follow-up email was sent on November 18, 2024, but we have not received a response.
  
  To ensure your concerns are addressed promptly, we are arranging for a third ********** to assess your unit at no cost to you. We will provide an update once the ********** completes the diagnosis.
  
  Please feel free to reach out if you have any questions or concerns. 
  
  Sincerely,
  Aj
  **** SMM Team
  **************

  Customer response

  01/14/2025

   
  Complaint: 22789759
  
  I am rejecting this response because:

  I had no other choice after 3 1/2 months to get another company to repair the refrigerator.  **** is lying about me not responding; I called and called and was constantly told they would get back to me with no response.  I contacted my credit card company again and unfortunately they paid the $407.98.  I am now out of my money and have to pay another company.  The lies from this merchant continue to mount.  They offer a 90 day warranty on service.  The ********** who came on October 2nd, only looked at ******* video and suggested I unplug the refrigerator and leave my door open for 24 hours.  The second ********** Mo explained the part needed, but **** would not repair.

  Emails I received:
  

  10/31/2024 - We are sorry to hear that you are still having an issue with the unit after the most recent visit of the **********. We have taken your feedback seriously and as a result we are now sending a different ********** to reinspect your unit for second opinion.
  
  We have scheduled the appointment for tomorrow 11/01/24 between 1-3 PM.
  Once a ********** is assigned a confirmation will be sent.
  

  11/1/2024 - Due to high demand in your area, your requested appointment time is no longer available. We are deeply sorry for any inconvenience this may have caused you.
  We have alternate times available for you to choose from. Please click "Select a new appt time" button below to select a new date and time that work for you.
  

  11/4/2024 - This email confirms that your appointment with us regarding your Refrigerator for Friday, Nov 15, 2024 between 1:00pm - 3:00pm has been cancelled.
  Should you wish to book a new appointment with us, you can do so by visiting ************ or by clicking the 'book a service' button below.

  11/18/2024 - We have received your request,  and we are sorry to hear about the current issue of the unit. We understand your concerns and are committed in resolving your issue as promptly as possible.
  
  However, it appears that there is still an open dispute for the repair charges. Thus, before we proceed with the service we kindly ask to drop the current dispute as our policy requires any outstanding disputes to be resolved to proceed with the service. This ensures that we can focus entirely on addressing the unit's problem, following the process without
  any conflicting issues.
  
  Once the dispute is dropped, we can send the ********** back immediately. 
  
  

   

   

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

  

  Business response

  01/14/2025

  Dear *******,
  
  We sincerely apologize for the oversight on our part. To make amends, wed like to offer a complimentary reassessment of your service by a different technician. While it has been two months since your last appointment, this follow-up is intended to ensure everything operates at its best.
  
  That said, we fully understand your decision to work with another company that successfully overhauled your unit. Although we regret not having the opportunity to fully resolve the issue, we deeply value your trust and hope to assist you again in the future.
  
  As a gesture of our commitment, were pleased to offer you a $50 discount on any future handyman service. Simply use the code HANDYMAN$50 when booking with us.
  
  Thank you for giving us the chance to serve you. We hope to restore your confidence in us down the road.
  
  Warm regards,
  Aj
  **** SMM Team
  **************

  Customer response

  01/15/2025

   
  Complaint: 22789759
  
  I am rejecting this response because:

  I lost $407.98 and received no repair and had to pay out $306 on 1/14/2025 for proper repair of my refrigerator, 3 months after using ****.  After constant back and forth, constant calling the merchant, as well as my credit card company with no resolution.  To offer $50 is a slap in the face.  I would never use this service, nor would I recommend to anyone.  The company that came yesterday was professional, resolved issue and I finally have my appliance up and working.  I honestly feel as if I was scammed by ****, especially since they received $407.98, which I still have to pay.
  
  Sincerely,
  
  ******* ********

  

  Business response

  01/17/2025

  Dear *******,
  
  We deeply regret the inconvenience and frustration youve experienced. We sincerely apologize that you had to seek further professional assistance from another service provider, when we should have arranged for a new technician to assess the issue at no additional cost to you. We understand your concerns about the service and communication, and we are committed to thoroughly reviewing this matter. While the $50 offer was intended as a gesture of goodwill, we realize it may not fully address your inconvenience. If you could kindly provide us with the inspection report from the service provider who successfully overhauled your unit, it would help us review the repair done by our technician and may provide an amicable resolution.

  
  
  
  Sincerely, 
  Aj
  **** SMM Team
  **************

  Customer response

  01/20/2025

   
  Complaint: 22789759
  
  I am rejecting this response because:

  On January 14, 2025, I went through Angi's List to hire a contractor to complete the work.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  01/04/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted ************ for repair my ** dryer on 1/2/25. I was put in contact with repair technician ********. ******** came to my home and diagnosed a defective part. It was to late to obtain defective part and he would return the following day. The laundry area was small. ******** disassembled the dryer and never once asked me to remove the door. He returned the following day and completed the work. I did check to ensure the dryer was getting out. I went into the laundry room to clean up and mop the floor. Upon entering the laundry room I noticed the paint on the door was damaged. I immediately telephoned ******** and asked him to return. He advised me me was 20 minutes away and would not return. I texted him the pictures. He said he did not do the damage. You could tell the damage was FRESH. I found an 800 number for ************ and telephoned them. I spoke with a ***** and ****. I emailed them the same pictures and advised you could see the damage was new. I advised them I wanted my door repaired. They stated they would have to contact ********. I also sent them the picture of the custom paint label from ******* ******** paint. On 1/3/25 **** got back with me to state they would not be able to repair my door. I now search the Internet looking for a street address and was not able to locate however I did find negative experiences customers had. This company advertises online the Better Business Bureau logo. I would appreciate your help in contacting this business on my behalf. I checked the Georgia Secretary of the State to see if a business was registered in ******* with no success.

  

  Business response

  01/05/2025

  Hi ******,
  
  Thank you for sharing your concerns and providing images of the damage. Upon thorough review and consultation with our technician, we have determined that the damage does not appear to have occurred during our service. However, we are committed to investigating this matter further. If you could provide any images or documentation from before the incident, it would greatly assist us in our review.
  
  In the meantime, we truly value your business and want to support you in resolving this issue. As a gesture of goodwill, we'd like to offer you a $20 discount toward handyman services. Please use the code HANDYMAN$20 at your convenience.
  
  Thank you for your understanding, and please do not hesitate to reach out if you have any further questions or concerns.
  
  
  
  Sincerely, 
  Aj
  **** SMM Team
  **************

  Customer response

  01/05/2025

   
  Complaint: 22766872
  
  I am rejecting this response because: You can see the scratches are fresh ! The paint that was scratched is still there ! The technician stated he carried the drum OVER his head. He had to get it out first. 
  I am unable to add a video. Anyone can see this is freshly done
  Sincerely,
  
  ****** E ******-******

  

  Business response

  01/09/2025

  Hi ******, 
  
  We sincerely understand your frustrations and are committed to resolving this issue promptly.

  To help us further review your case, could you please provide a photo of the entire door showing the whole laundry area? You may also send a video to ****************************.
  

   

  
  Best, 
  Mariel
  **** SMM Team
  **************
  

  
  

  Customer response

  01/12/2025

   
  Complaint: 22766872
  
  I am rejecting this response because:

  Please find the entire door as requested.  The files are too large

  
  
  Sincerely,
  
  ****** E ******-******

  Customer response

  01/15/2025

  Thank you for responding.  The laundry area is a very small area. With the appliances in there, there is no room to move in order to send the pictures you are requesting. This is the reason the pictures are in sections. Prior to me contacting your local BBB all the pictures and videos were sent to you . Are these treated as separate cases. I even sent where the paint on the door was custom paint.

   

  I AM HAVING DIFFICULTY UPLOADING ADDITIONAL PICTURES ON BBB WEBSITE. I HAVE LEFT A COUPLE OF MESSAGES FOR BBB TO RETURN CALL.

   

  YOU HAVE THE PICTURES. I AM UNABLE TO TAKE A PICTURE OF THE ENTIRE DOOR DUE TO RESTRICTION OF SPACE

  

  Business response

  01/21/2025

  Hi ******, 

  The team was able to respond to your complaint to send us pictures and video or your whole laundry area given that the technician also confirms that there is now way for him to damaged the **** as the unit that fixed was not near or the doer area, please send it to **************************

  Sincerely, 
  *****
  **** Support Team
  
  

  Customer response

  01/22/2025

   
  ******
  I did respond to BBB via Internet on this past Thursday. The email was sent to *******************************************************************.

  Two emails were sent. Please advise if this is satisfactory.

  
  Sincerely,
  
  ****** E ******-******

  

  Business response

  01/23/2025

  Hi ******, 

  Were eager to resolve this issue with you.

  We have received the video showing the scratches. However, to thoroughly review your case, we kindly ask for a video or photos of the entire laundry area, from the door to the inside. You may send it to ****************************.

  We appreciate your patience and cooperation.

   

  Best, 
  Mariel
  **** SMM Team
  **************
  
  

• Initial Complaint

  01/02/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went on the **** app and requested for a hvac technician for my furnace he called me but I missed his call so I called him back and he said he had to cancel because I didnt answer then he asked me what was wrong with my furnace so I stated to him that it wasnt any electric going to my furnace so he said if dont nobody fix it when I make another order from **** to call him in the morning so i put another order in for another technician to come out on **** and I guess he called because he was the technician again so he came out to my house and he went down to my furnace with a electric tester and said theres no electric going to the furnace so he suggested that I call a real electrician then he proceeded to tell me its 150 dollars so I said *** I told you on the phone that it wasnt any electric going yo the furnace if you knew you couldnt do electric work why did you bother to come so I asked him to speak to a supervisor he said the office is closed because its Sunday do I said ok Ill call tomorrow so he asked for my card numbers and he put them in his phone and paid the bill hisself after he left I tried to rate the service but it said it was done already so he did that hisself also then the next day I check my email and it says he did a subscription with my card without my consent I spoke with a supervisor and I told him thats fraud and he agreed but he dont agree with me getting my money back and no action take against this technician

  

  Business response

  01/03/2025

  Hi ******,

  Thank you for bringing this serious matter to our attention. We sincerely apologize for the inconvenience and distress youve experienced. This is not the level of service we strive to provide, and we are committed to addressing this issue promptly.

  Please contact our customer service team directly to resolve this matter, ensure that you are refunded appropriately, and investigate the technician's actions. Your satisfaction is important to us, and we want to make things right. We appreciate your patience and understanding as we work to resolve this issue.

   

  Best, 
  Mariel
  **** SMM Team
  **************
  
  

• Initial Complaint

  12/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Puls Technologies, Inc.A handyman ***************************** The compliant for **** lack of any qualified contractor contact info, proof of any bond/license and or proof of professional vetting. No issue with tech, tech was professional but he didnt do anything more than I did when I could not find cooktop k*** igniter parts myself locally. I also sent unit model number and photos in advance of setting **** appointment with request to come to service address with required parts. And I was still ok with service call arriving unprepared without parts. Issue is **** later sent their service invoice electronically without providing any real contractor ledger, billing information or bond/lic info in case anything should happen and/or point us back to **** ****************** service provided. Our stove cooktop handle/burner was left disabled, not fixed b/c new knob/ingiter parts are obsolete on this model. Good to know before doing a call. I trust anything that was done during evaluation was done safely, but Im not the qualified person here to verify safety here. Shocked when contractor info was missing on bill. Weird. **** wont speak on whom is qualified, and I am no longer waiting on requested valid information. Appears like suspicious business model for **** to operate calls/services just underneath CA handyman legal bond threshold, and quickly sending qualified or unqualified techs out across **, other states etc at the homeowners risk.People. Find a local shop, avoid this online booking service. All the risk is placed on tech and home owner after you pay service invoice and click on service agreement terms. Techs this **** will cheat you when customers dont agree to **** policy/service terms. This is likely a scam or pity ploy when someone actually has to fix something, do real work, or take ownership of bad/harmful work done to homes.

  

  Business response

  12/30/2024

  Dear *****,
  
  Thank you for sharing your feedback regarding your recent experience with ****. We sincerely apologize that our service did not meet your expectations and for any frustration this may have caused.
  
  At ****, we are committed to ensuring that every service call is handled professionally and efficiently. We're pleased to hear that the technician demonstrated professionalism during the visit.
  
  To accurately diagnose the issue, the technician must personally assess the unit and identify the root cause of the problem. We apologize if there was any misunderstanding about the repair process or if it wasnt clearly explained during the initial visit.
  
  After reviewing the technicians diagnostic report, it appears that the gas valve and the left front igniter rod were identified as faulty and require replacement. As part of our process, repairs can only proceed once the necessary parts are available. Unfortunately, the technician did not have the required parts during the initial visit. A service call fee is collected for the diagnosis, and if you choose to move forward with the repair, this amount will be credited toward the final service cost. The technician will order the parts and schedule a follow-up visit once the part arrive.
  
  Regarding the technicians qualifications, please rest assured that all our technicians are thoroughly vetted and highly skilled specialists in their respective fields, including appliances such as cooktops. Each technician undergoes a rigorous screening process before joining our network to ensure they meet our professional standards.
  
  Lastly, please note that our technicians operate as independent contractors, **** act as an middle man to facilitate their services.
  
  We value your feedback and your trust in ****. If theres anything further we can assist with, or if you have additional concerns, please dont hesitate to reach out.
  
  
  Warm regards,
  Aj
  **** SMM Team
  **************

  Customer response

  12/30/2024

   
  Complaint: 22743835
  
  I am rejecting this response because:

  The independent contractor here and/or **** have both failed to disclose to me upon several requests whom provided service call (contact info) and their qualifications/bonding/contractor license to do such work. This information is normally provided, especially for a legitimate business receipt/transaction. Valid Name , Phone, Address, license/bond  and insurance help identify the  qualified from the unqualified or  fraudulent persons. Foremost, contact info, bond/license  will allow me to locate the responsible person if ever needed in the future, in regards to a specific service provided. If ****, or this independent contractor are legitimate, then there is nothing to worry about here. Writing something on your **** mission statement does not qualify as valid credentials nor contact info if I need to contact someone. I expect normal lookup information needed to verify credentials or bonding of the person responsible for billing me here. Without such customary normal disclosure, what business does Puls Technologies have sending possibly unqualified persons to house calls at the homeowners risk.  Right now, Im fortunate this was only a ****** diagnosis and not a repair I have no way of verifying is anyway home safe unless I find a qualified bonded/ licensed contractor/handyman.

  Please provide within Puls Technologies service invoice (before i agree to service terms or pay anything) the/your/their contact (business)info and associated CA license/bonding number so I can verify for peace of mind of whom Im doing business with here.

  
  Sincerely,
  
  J Medi

  

  Business response

  01/09/2025

  Hi J Medi, 

  Thank you for reaching out and sharing your concerns. We value your feedback and are committed to providing transparent, professional, and reliable services.

  At ****, we prioritize the safety and satisfaction of our customers. Our technicians are thoroughly vetted and meet our standards, including licenses and insurance where required. Due to privacy considerations, we may not always share individual contractor details, but we stand by the quality of their work.

  If you have any specific questions or need further assurances, please let us know. We appreciate your trust and will continue to enhance transparency in our process.
  

   

  Best, 
  Mariel
  **** SMM Team
  **************
  
  

  Customer response

  01/13/2025

   
  Complaint: 22743835
  
  I am rejecting this response because: Again Pulse, your independent contractor, and you **** are both Not willing to follow through with any 'transparency' statements made to me before or now here.  ****, you are hiding something behind your pay wall and your 30-day collection threats. So ****, you can just cancel service invoice Appoint ID #***************/28/24, if you do not want to provide the requested contractor's contact info plus the CA contractor license/or bonding numbers. Please don't forget to send me confirmation of service bill cancellation Appoint ID #***************/28/24.

  ****, you have placed me, my home and my peace of mind at great Risk on 12/28.  If private home or property would get damaged or someone gets hurt or a repair job is left incomplete or job is done wrong, do you expect **** customers to wave your empty statement on transparency, or qualification vetting inside court or to their insurance agent?   Just Shocked, that I would have to ask for contactor 'doing' business info and that i am still weeks wondering whom i am doing business with or whom is even is asking me to pay them money electronically.

  ****, are you some dubious pyramid floating under minimum $500 threshold to avoid expected CA license/bonding vetting?  ****, I could have been easily strung along by your guy... for more money to cover more **** services and **** materials to no end.  I asked for a qualified professional and ****, your responses and these delays prove to be very unprofessional and quite alarming. 

  I do not feel your independent guy was qualified to do service calls because there's NO credentials to speak of and NO business info to reference.  When you are ready ****, you may just please show me otherwise by showing the contractors' qualifications you say **** already had before 12/28. ****, Please put the requested contractor and license/bond information into **** service link invoice by the end of THIS week Sat 1/18/25.  Remember the **** payment link is secure, so privacy will be maintained.

  
  Sincerely,
  
  J Medi

• Initial Complaint

  12/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a app. 12/22/25 to see if I could get my dryer repaired repair man from **** shows up name was ***** disassembled the dryer everything door drum top said some coils and a igniter needs to be replaced ,said he had to order the parts asked if he could leave it disassembled til 12/27/25 that's when he would return 12/27 I get a text saying the repairman would be here btw 1-3pm hour later the receptionist at **** calls me and says the repairman can't fix it I put down a deposit because in order for him to proceed in ordering parts I had to confirm I agreed to the amount being charged and I had to put down a portion of the 510$ they said it would be no refund or no one has reassembled my dryer customer service is hard to reach I believe this company is scaming people sending unqualified techs to make money I am hoping to get my dryer reassembled as and refund I don't believe this tech had any knowledge of what was wrong with it he told **** something different from what he told me

  

  Business response

  12/29/2024

  Dear *********,
  
  We appreciate you choosing our service and want to provide clarity regarding your recent appointment and refund.
  
  You booked an appointment on December 22, 2024, during which the technician diagnosed that your dryer is not heating on any setting. The inspection revealed that both the gas valve ignition and the igniter are defective. You paid $166.84, comprising an $89 service call fee and a 15% deposit of $77.84.
  
  On December 27, 2024, the technician informed us that replacing the necessary part would require work on the gas line. Unfortunately, handling gas lines is outside the technicians scope of expertise. Therefore, the technician recommended contacting a licensed gas company to address this issue.
  
  To assist with the situation, we scheduled an appointment today between 12 PM and 2 PM for the technician to reassemble your dryer. Additionally, we will be issuing a refund for the 15% deposit you paid.
  
  We sincerely apologize for any inconvenience caused. While we strive to provide the highest quality service, the technicians qualifications limit our ability to resolve this specific issue.
  
  To process your refund promptly, kindly verify your credit card number ending in 2343.
  
  Thank you for your understanding, and please dont hesitate to reach out if you have further questions or need assistance.
  
  
  
  Sincerely,
  Aj
  **** Refund Team
  **************

• Initial Complaint

  12/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On. Dec. 4th, 2024, I scheduled a tech from the **** website to perform handyman work in my home on Dec. 13th. The tech was scheduled to come between 2PM and 3PM EST. On Dec. 13th, at 3:16PM, I emailed support (there was no customer support number or chat function located on the website) to let them know that the tech scheduled to be at my home was late. I received a fairly prompt response at 3:21PM advising that they would reach out to the tech to get an ETA. They also offered a 10% discount on the next ********** 3:32PM, I emailed support again to let them know the tech still had not shown up, and if she didn't arrive by 4PM EST, I would need to cancel. I didn't get a response until 5:51PM, more than 2 hours later, saying they were unable to reach the tech. Support asked if I wanted to reschedule for the following day with a new tech and I said yes. I did however request the 10% discount for the current service.I never heard back from support.

  

  Business response

  12/14/2024

  Dear Yendia,
  
  Thank you for reaching out and sharing your experience with us. Please accept our sincere apologies for the inconvenience caused by the delay and lack of communication regarding your scheduled handyman service. Providing seamless and reliable service is our priority, and its clear we fell short in this instance.
  
  We understand how frustrating it must have been to wait for a technician who failed to arrive as scheduled, compounded by delayed updates from our support team. Your time is valuable, and we regret not meeting your expectations.
  
  Heres what weve done to address this situation:
  
  Technician Follow-Up: The assigned technician, who was unresponsive despite multiple attempts to reach her, has been issued a TIR (Technician Incident Report).
  Rescheduling Your Appointment: We understand you agreed to reschedule for the today. However, since your message was received mid-day, scheduling an appointment for today may not be feasible. Could you kindly let us know your availability for tomorrow? We will prioritize your request to ensure timely service.
  Process Improvements: We are actively reviewing our internal communication processes to ensure urgent matters, such as missed appointments, are handled more swiftly in the future.
  Your feedback has been escalated to our operations team, and we are committed to making the necessary adjustments to prevent similar occurrences moving forward.
  
  
  
  Sincerely,
  Aj
  **** SMM Team
  **************

  Customer response

  12/15/2024

   
  Complaint: 22686692
  
  I am rejecting this response because:

  I responded to the message they sent me via email and did not receive a reply indicating what I wrote as a response is no longer applicable.

  The response I gave is below and attached:

  Thank you for the follow-up. I want to confirm that I responded 7 minutes after the email was sent regarding rescheduling. If it wasn't feasible for a tech to be rescheduled for today because of the time of the conversation, then today should not have been presented as an option in the correspondence. 
  
  With that being said, I do have availability tomorrow for the same time the original tech was supposed to arrive yesterday

  Sincerely,
  
  Yendia ******

  

  Business response

  12/16/2024

  Dear Yendia,
  
  Greetings from the **** Refund Team. We understand the importance of timely communication and sincerely apologize for the delay in responding to your service request.
  We are pleased to confirm your appointment scheduled for December 17, 2024, from 2:00 PM to 3:00 PM. To express our appreciation for your patience, we have applied a $50.00 discount to your service.
  Rest assured, you will receive a notification as soon as a qualified technician is assigned to your case.
  Should you have any questions or require further assistance, please do not hesitate to contact us via email or by phone at **************.
  We value your business and look forward to resolving your issue promptly.
  
  
  Sincerely,
  Aj
  **** Refund Team
  **************

  Customer response

  12/16/2024

  Email sent to business: 
  

  Good afternoon,
  
  Please do not schedule appointments on my behalf. I am not available on that day at that time. I gave you my availability and it was ignored - twice. I'm not available again until Friday at 4PM.
  
  Best.
  
  Yendia ******, MBA
  
  
  
  On Monday, December 16, 2024 at 03:15:51 PM EST, General Support <****************************> wrote:
  
  
  
  
  
  
  
  Dear Yendia,
  
  Greetings from the **** Refund Team. We understand the importance of timely communication and sincerely apologize for the delay in responding to your service request.
  We are pleased to confirm your appointment scheduled for December 17, 2024, from 2:00 PM to 3:00 PM. To express our appreciation for your patience, we have applied a $50.00 discount to your service.
  Rest assured, you will receive a notification as soon as a qualified technician is assigned to your case.
  Should you have any questions or require further assistance, please do not hesitate to contact us via email or by phone at **************.
  We value your business and look forward to resolving your issue promptly.
  
  
  Sincerely,
  Aj
  **** Refund Team
  
  **************

   

  Complaint: 22686692
  
  I am rejecting this response because:
  
  Sincerely,
  
  Yendia ******

• Initial Complaint

  12/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This all started with a repair to dryer on 10/18/24. my technician arrived between his ***** window. his name is *****. he arrives at my home went into basement 5min later he back upstairs. he says he know the part i needed he quoted me the price which i agreed to because it would roll into the fee for service call is $89.00 the part he said was around $85. Ok he leaves for 2hrs came back i said what happen to you he said he had to get the part for me ok thats a long time gone goes back in basement 5min or less comes back upstairs and said i also needed a circuit breaker and my button on dryer is broke. this would be included no worries. first my button was not broke until he broke it, anyway i will be back tomorrow to fix it i said if you went all that time to get the part why not fix it now. he said his truck was broke that why he had his car and all tools needed was on truck. any way give a deposit by credit for $119.. $89 for diagnostic the additional $30.. was toward the part. going forward 10/19 got a text saying ***** on the way never seen or heard from him called his phone ************. he answered said ia will call you back never did. It wasnt until 10/31/24. when he called and asked me if i still wanted to wait on part was having trouble gettting it. WHOO, YOU SAYED YOU HAD THE PART . This is when i knew something was a scam because i got text from first day until the 31ST AND NOTHING DONE. i did pay my credit card just so i wouldnt mess up my credit and deal with them later like now. i am seeking a full refund. i got a electrician out there was nothing wrong with the circuit breaker or outlet he but the button back together that ***** took off and move something in dryer not only did it come on but it was hot and working as usually did, i am seeking a full refunded for service not rendedred. after checking reviews i see this is frequent with this comapany. executive team RAZ ******** /CTO .MARKENTING SHIRI ERLIJMAN/ HEAD OF FINANCE/

  

  Business response

  12/14/2024

  Hi ********,
  
  Thank you for sharing your experience with us. We deeply regret the inconvenience and frustration this situation has caused. Providing exceptional service is our priority, and we recognize that we fell short in meeting your expectations.
  
  Your feedback is extremely valuable, and we are conducting a thorough review of this matter. Its clear that there were several points where the technician's service fell below standard. 
  To address these issues, we will carefully review the technicians actions and timelines to identify where things went wrong.
  To assist you further and work toward an equitable resolution, we kindly request the diagnostic report from the technician who assessed your unit following Mr. ******* inspection.
  
  Thank you for bringing this to our attention. We are committed to resolving this matter promptly.
  
  
  Best regards,
  Aj
  **** Refund/SMM Team
  **************
  
  

• Initial Complaint

  12/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Called for repair of refrigerator on Thursday, November 14, 2024. We had water on the floor. A technician came, did some work, paid the company with a tip to the technician and he left. The refrigerator leaked water again. Called the company but did not get any response. The phone kept ringing. I would like to be refunded my money.

  

  Business response

  12/10/2024

  Hi *****,
  
  Thank you for bringing this matter to our attention.
  
  After a thorough review, we confirmed that the repair was completed on November 14 between 1 PM and 3 PM. On November 15, 2024, you contacted us requesting a copy of the invoice for the repair conducted the previous day, which we promptly sent to you via email. However, we have not received any prior communication regarding a leak or any other issues with your refrigerator. Please note that our call center operates Monday through Friday from 6 AM to 5 PM PST, and on weekends from 7 AM to 3 PM PST.
  
  Regarding your current concerns, we have a standard procedure for processing refunds. Before proceeding, we must dispatch the technician for reassessment of your unit, as it remains under a 90-day guarantee. This reassessment will be conducted at no additional cost to you. Utilizing your guarantee allows us to address any potential underlying issues with the unit and ensure comprehensive resolution.
  
  Kindly fill-out the below information for our guarantee team to assist you asap. 
  
  ***********************************
  
  If you have further questions or would like to schedule the reassessment, please dont hesitate to reach out.
  
  
  
  Sincerely,
  Aj
  **** SMM 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. ↩