ComplaintsforTransform ServiceLive, LLC

• Initial Complaint

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  8/31 repair tech assess and ordered a part replacement part arrived and next appt was 9/7 9/7. Same repair tech comes and realizes that was the wrong part ordered. Tells me the other part is a lot more money. Which I agree to only if it will be fix as soon as possible. That appt is set for 9/18. another 11 days wait. I asked the tech for earlier dates and he said that i can try to reschedule online if appt opens up.Received the correct part 9/10. Went online to reschedule and 9/12 was available and selected. Received an email confirmation 9/12. Receive an automated call to reschedule and now the earliest available date is now 9/21. Tried calling support number, cant reach anyone. Options were only to reschedule, cancel and verify and option 7 for Spanish. Nothing to help me. Decided for 9/22 but now I do not feel confident in this company and decided to cancel. Who know if that was the correct item ordered or will fix the issue. Why should I have to wait till the 9/21 or 9/22.. Who know if they will show up the next appt. What happens if it gets rescheduled again. Full refund and return shipping label for this item. Nothing was fixed or attempted to be rectified,

  Business response

  09/20/2023

  
  Transform SR ******* ********** LLC
  
  
  September 20,2023
  
  Customer Relations
  **********************
  ******************************************* #****
  *******, ** 60611
  
  
  Re:  # ******** *****************
  
  
  Dear BBB Customer Relations;
  
  
  We have completed the investigation of ************ complaint regarding her dissatisfaction with
  The repairs for the diagnostic on his dryer.
  
   Upon receiving Mr. Kims complaint, we research and found out that our EMS team is working with ********** to have his issue resolved. Since this matter is been handle it by our business partners, and refund will be issued when part is received. we have closed our file.    
  
  We apologize for any problems or frustration that ********** have experienced with ****** We do value our customers and strive for their complete satisfaction including a reasonable
  Resolution of any complaints. Please feel free to contact me at **************************************** if
  You have any further questions.
  
  
  *************************************************
  Regulatory Complaints Specialist
  
  
  
  

• Initial Complaint

  12/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Back in July 2022, we contacted ***** regarding a fridge we had purchased that stopped cooling. It took from July to September for the fridge to be repaired. In between these months, a total of four repairman to come out with each one saying the issue was fixed. However, within a hour of them leaving, it would stop working. After the last visit in September, the fridge worked up until the first week of December. We tried calling to have someone come out to look at the fridge again since we only had a 90 day warranty on the repair, but kept getting passed off to different departments, with each one saying they were not the correct area to contact. I finally asked that a supervisor and/or manager call me. I called back today to find out why no one called me back and to again ask for the supervisor. I told them that I was having the same issue with the fridge and it needed to be fixed, since it was giving us the same type of issue as before. We were told that we were now past 90 days, and would have to pay again to have the problem with the fridge repaired. I tried explaining that when we called, it was within the 90 days, so our issue should be covered. We were basically told we were out of luck, and would need to pay if we wanted to have our fridge repaired. I feel that we have been given the run around and that the employees of the company willfully prevent people asking for service under warranty from connecting with the correct department or area to get the service/repairs that are covered. Even though our refrigerator was still under warrant, we got the ***** Home Warranty coverage.

  Business response

  01/23/2023

  BBB Customer Relations
  **********************
  330 ****************., Ste. #****
  *******, **  60611
  
  Re:       ***************************
              18658573
  
  Dear BBB Customer Relations:
  
  We have completed the investigation of Mr. ******* complaint regarding being charged for a service under a service guarantee.
  
  We do show that **************** currently has an open SO for his refrigerator and it is waiting parts but there have been no charges to him on this service. We will be happy to review any service if he can provide us documentation showing he has been charged as he states but at this time wwe have closed this case since we have addressed this issue.
  
  We apologize for any problems or frustrations that *************** may have experienced with Sears.  We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints or problems whenever possible.  If you have any further questions, you may contact me at ***************************************************. 
  
  Sincerely,
  
  
  ********************************
  Regulatory Complaint Specialist
  **********************************************************

  Customer response

  01/27/2023

   
  Complaint: 18658573
  
  I am rejecting this response because I contacted the company within 90 days of my last visit, and they said they would have someone call me back.  When they did not, I called them again.  At this time, I was told I was past the 90 days.  I told them I had done so, but they kept telling me I did not.  I was told if I wanted them to come back out regarding my original issue, I would need to pay them to do so.  The document attached shows where I had to pay them.  I would like my money back and the warranty cancelled without the early cancellation penalty fee charged to me.  It does not make any sense to me to continue to pay for something when I can't seem to get the service I am paying for. and agreements/warranties are not honored.  ====
  
  Sincerely,
  
  ***************************

  Business response

  02/20/2023

  We have completed the investigation of Mr. ******* rebuttal to the response previously provided.

  We are not sure that **************** understands what amounts he was charged and why, and why he would need to pay a fee if he canceled his ***** Home Warranty so we would like to clarify this. When **************** first contacted us to service his refrigerator, he no longer had regular warranty coverage but he did have an exceptional parts warranty of 5 years on the entire sealed system and 10 years for the compressor only. That warranty only covers the cost of the part or parts and the consumer is responsible for all labor costs.

  When ************** went out on July 28, 2022, he or she found that **************** was having issues with the evaporator fan. The evaporator is part of the sealed system, but not sure that all the parts were technically part of the sealed system. However, the technician charged all three parts to the manufacturers exceptional part warranty, leaving **************** responsible for the labor charges of $397.00. He accepted a promotion we were running where in exchange for a discount of $150.00 of his labor charges, he committed to purchasing a ***** Home Warranty (***) that provides coverage for one years and is billable to him monthly for $45.00. The *** would become active in ******************************************************************************************************** good working order at the onset of coverage. For the appliance being repair, it is considered to be in good working order once the repair has lasted past the 90 day repair guarantee. For each covered repair, he would owe a $75.00 deductible payment, which would be collected by *******************, the company that administers his *** once the coverage becomes active.

  After that first repair was completed on August 15, 2022, **************** contacted us again on August 16, 2022, indicating the refrigerator was still not working properly, we went out August 22, 2022, and found the compressor and board needed to be replaced. Under our 90 day guarantee, the labor for any subsequent repair is covered as is any part that was previously replaced or that is covered under any part warranty. In his case, the compressor was covered under the manufacturers warranty but the board was not. However, the technician did not charge him for this and waived the part cost on that of $263.45. The repair was completed on September 6, 2022.

  **************** contacted us the very next day on September 7, 2022, and said the refrigerator was still not working properly. The technician went back out on September 12, *************************************************************************** from the previous repair. This was remedied and we did not hear from **************** again until December 29, 2022. This is clearly more than ********************************************************** general on August 23, 2022, and active on the refrigerator December 11, 2022. **************** should bear in mind though that the *** does not cover anything that is covered under any other warranty. His exceptional parts warranty on all the parts making up the sealed system expired October 9, 2022, but he still has an exceptional parts warranty on the compressor only until October 9, 2027. 

  With that said, when we went out on the last service call that we have on record on January 4, 2023, with the complaint that the refrigerator was making noise, the technician found that there was ice build-up around the bin and door. So even if this had been within the 90 day repair guarantee it would not have been covered since it was a new issue and not related to the sealed system repair we did. As we explained though, this was not covered under the repair guarantee because it had expired, and this order was set up under the *** and the $75.00 deductible was collected by Cinch.

  We installed the gaskets on January 27, 2023. As you can see, we did not do anything wrong or keep **************** from getting the coverage he was entitled to receive under his manufacturers warranty, his repair guarantee, or his ***** Home Warranty. The promotion he accepted was for a discount in exchange for the one year contract. If he decides to cancel that contract before the one year period is over, then the promotion becomes null and void and it means he would then owe us the $150.00. This is not an early termination fee but just the amount due because he did not fulfill his part of the agreed condition of the promotion. In addition to owing that fee, if he has had other repairs besides the one to the refrigerator that we completed in January and that had a charge that Cinch paid of $215.88 in addition to his $75.00 deductible, then any paid claims would be deducted from payments made. I believe the cancelation fee is $25.00. So once that is deducted and if he does cancel his *** and pay the discount back, then it really does not leave him a substantial refund. It might be in his best interest to just let the coverage play out until the natural expiration date of August 23, 2023, and just let them know he wants to cancel and not have it auto-renew. That way he can use the remaining coverage if he has any other appliance that has since failed or that fails between now and August.

  So as we have explained, **************** is not entitled to a refund of his deductible, or to having his contract canceled and refunded without penalty and not have the terms and conditions apply. Anything we collected for repair were monies owed. Since we have provided this in-depth explanation as to what charges were paid by **************** and do not find that we owe him any refunds, and if he wants to cancel his coverage he would need to call Cinch in order to do his as we do not administer his ***, we have closed our file.

  We apologize to **************** and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.

  Sincerely,

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

  Manager, Escalated and Media Complaints

  Email: *********************************************

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

  MANAGER, ESCALATED AND MEDIA COMPLAINTS

  O: ************ | F: ************

  TRANSFORMCO

  Customer response

  02/20/2023

   
  Complaint: 18658573
  
  I am rejecting this response because:  I contacted the office prior to the expiration of the 90 days.  At the time we contacted the office, we still had 2 days left before the 90 day warranty was up.  When we did not hear back from someone, we called again which was later in December and was told we were outside of of the 90 days.  We tried explaining that we had called in early December and were passed around until we asked for a manager and was told one would call us back.  We also explained that  when we spoke with a manager back in September and they said if we had any more issues, they would just replace the refrigerator if we had any more issues.  We were told by the rep they did not see anything in the records with anyone saying this.  This whole ordeal has been nothing but a pain.  No one wants to help and they just keep passing you around, i think hoping you will finally just give up and hang up.  There is no reason why we should have issues with our refrigerator every five years and the people that they send out do not know how to fix it.  When we try to call ***** we get no help.  This is the reason why we say the warranty they offer on appliances is not worth the paper it is written on. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  11/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My 4 year old washer deposited small black pieces on my clothes. I ran a 4 hour clean cycle and still had the small pieces in the drum. Concerned that a part was deteriorating, I contacted ***** who told me to call Service Live. Prepaid $210 service fee of which part would be applied to any needed parts. A local tech checked my washer. He determined that the pieces were the **** build up between the drums that had let loose.There were no repairs. He only wiped the glass door clean with paper towels & cleaner that I furnished. The summary email to me stated the washer is running normally. I have contacted people in charge and was told the amount I pre-paid stands. Definitely feel the company should have worked with me to refund a portion of that fee. The tech only used his eyesthat is a service call to me but not a repair!Appreciate your help,*********************** Order No 574-9624-6885-36 There were NO repairsTech only used his eyes!!Average service call here is between $50 and $150.

  Business response

  12/12/2022

  December 12, 2022
  
  
  Customer Relations
  **********************
  330 ****************., Ste. #****
  *******, **  60611
  
  
  Reference File # ******** ***********************
  
  COVID-19 Impacts: Due to the ongoing COVID -19 pandemic, we are experiencing longer than normal response times to work with a representative. We have been impacted by the global supply chain shortage which has caused delays in processing concessions and benefits. The pandemic has also impacted repair services, availability of parts, and delivery of replacement products. We apologize for any delays and inconveniences resulting from this pandemic. We are doing our very best to provide the services as safely and quickly as possible. We appreciate your patience.
  
   Dear BBB Customer Relations;
  
  We completed the investigation of ****************** complaint regarding the diagnosis she received from the technician and her allegation that he did not performed such.
  
  We have reach out to the company that performed the job Lloyds repair and they responded as follows;
  We have had a few conversations with **************** in regards to the total charges for her service request on order 574-9624-6885-36.
  
  **************** feels that due to no repair being needed that she should not have been charged the full amount of $210.00. We contacted the Firm and asked if there was any conversation while on site that there would be a discount to the final amount. Per the owner there was no discussion about reducing the ******
  When **************** called in to request service she stated that the stackable ******* front load washer was working however there are little black pieces of rubber on her clothes.
  On 11/03/2022 **************** called in due to a reschedule request, and was provided the information about the charges, and she accepted.
  
  On 11/17/2022 **************** called in stating the tech did an Awesome Job, She did not receive an invoice and is asking what the total price will be. She reports he was only there for half an hour so she is hoping the price will be less than the maximum. She didn't want to call the Tech herself.We let her know that we would reach out to the tech to see if there would be a discount on the max ****** **************** stated on the call that if the full amount of $210.00 was the final price then she was ok with that.
  With that being said, we provided an update to **************** that the price was correct, based on our conversation with the Firm/tech. At this time, we request this file to be closed. 
  
  We apologize for any problems or frustrations that **************** may have experienced with Service Live. We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints. Please feel free to contact me at **************************************************** if you have any further questions.
  
  
  Sincerely,
  
  *************************
  Regulatory Complaints Specialist
  

• Initial Complaint

  08/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 16, 2022, I ordered a part to fix my washing machine. The item was available for shipping and was to be delivered to my house on July 20, 2022. The price of the part (Product #W10371566 Washer Outer Tub) was $207.21 and that amount was immediately charged and taken out of my banking account. My husband and I have called multiple times asking when the part would be delivered. We were told initially it was processing and most recently that it was on back order and they could not give an estimated shipping date. We asked for a complete refund a couple weeks ago and we still have not received our money back.In the meantime, we have been spending approximately $50 a week since July 16th to do our laundry at the local laundry mat and have spent more money waiting on the part or refund than if we would have just bought a new washer to begin with. Unfortunately, we are going to have to buy a new washer now because we cannot get the part to fix ours but we have to wait for the money we have already paid to be refunded. As you can imagine...each day that goes by, it is costing us more and more money that we don't have.We would not have ordered the part to begin with if we would have known it was on backorder but we were told it would be delivered in just a few days. This company continues to lie to us and not refund or send the part and they falsely advertised the availability of a part.

  Business response

  08/30/2022

  August 30,2022
  
  
  Customer Relations
  **********************
  330 ****************., Ste. #****
  *******,**  60611
  
  
  Reference File # ******** *****************
  
  
  Dear BBB Customer Relations;
  
  ******** Impacts: Due to the ongoing COVID -19 pandemic, we are experiencing longer than normal response times to work with a representative. We have been impacted by the global supply chain shortage which has caused delays in processing concessions and benefits. The pandemic has also impacted repair services, availability of parts, and delivery of replacement products. We apologize for any delays and inconveniences resulting from this pandemic. We are doing our very best to provide the services as safely and quickly as possible. We appreciate your patience.
  
  
  We have completed the investigation of Ms.**********;complaint regarding her dissatisfaction with
  The fulfillment of her order from Parts Direct Website.
  
   Upon investigation, our records showed that the part is still on backorder from the manufacturer.
  Unfortunately, we have no control over the delay by the manufacturer. Per Ms. ***** request, the order was canceled.
  
  Charges were refunded to her on her credit card ending on **** for the amount of $207.21 on August 16, 2022. She should be aware that it could take her card issuer anywhere from 1-5 business days to post that refund to her account depending on their policies governing refunds, and if she has not received it within that timeframe she is welcome to email me for assistance at ****************************************. With that being said, since we did provide ************ with her requested resolution, we have closed our file.    
  
  We apologize for any problems or frustrations that ************ may have experienced with ****** We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints.Please feel free to contact me at **************************************** if you have any further questions.
  
  
  Sincerely,
  
  *************************
  Regulatory Complaints Specialist
  
  
  
  

  Customer response

  08/30/2022

   
  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,
  
  *****************

*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. ↩