Poor customer service
ETA: I see that you responded to my review. I have never spoken to a Supervisor to my knowledge. No one I have spoken with has identified themselves as such. One of your reps, however, told me that the technician told YOU that he offered me that Saturday slot and I declined, which is blatantly untrue. I have had NO communication with him since May 28 as he has not returned a single phone call or text message. Further, I have received an email from you confirming the Saturday appointment despite your not having been able to speak with him directly to gain his agreement. Your rep also told me that if a new technician had to be sent out to replace the control board because Seth did not return, that I would be responsible for the cost of that one. If it comes to that, I will be requesting a full refund since it would cost me less to actually just buy a new washer. Finally, your response below did not address any of my initial concerns. I do not recommend using Puls for appliance repair services. Puls contracts repairs out to local companies, but based on my experience, they appear to have little oversight or accountability for their subcontractors. In April, my washing machine began shutting down before the spin cycle. Puls dispatched a technician, Seth from Coop Repairs, on a Tuesday. He returned two days later and installed a new control panel. At the time, he told me the part carried only a 30-day warranty, despite Puls advertising a 90-day warranty on parts and labor. On day 31, the washing machine began exhibiting the exact same problem. Puls sent Seth back on May 19. He confirmed that the control panel had failed again but said it would take about a week and a half to obtain a replacement. He also stated that the control panel he had originally installed was made with “substandard parts,” which was why it only came with a 30-day guarantee. Needless to say, that explanation raised serious concerns. Seth was scheduled to return on May 28 between 9:00 and 11:00 a.m. At 9:47 a.m., I received a text message from him stating that the replacement part had been delayed and that the appointment had been rescheduled to June 2 between 11:00 a.m. and 1:00 p.m. June 2 came and went. Seth never showed up, and neither he nor Puls contacted me to explain why. When I finally reached Puls customer service, I was told that the part was delayed and that the repair had been placed on hold. They could not provide any additional information, a revised repair date, or even contact their own technician. Later that day, I called again and was told that Seth had provided a tracking number. When I reviewed the tracking information, I discovered that the replacement part had not even shipped until June 1, indicating that it had not been ordered in a timely manner. As of June 4, I still have no working washing machine, no repair date, and no meaningful updates. I have paid more than $625 to Puls and remain without a resolution. The lack of communication, poor service coordination, and inability to stand behind previous repairs have made this an extremely frustrating experience. Puls customer service has been disappointing throughout the process. If negative stars were an option, I would give them.