Complaints

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

• Initial Complaint

  Date:03/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Mar 24, 8:00AM-5:00PM was scheduled to have appliance repair conducted by Sears ************** Purchased ************** Agreement Warranty when appliance was purchased for several hundred dollars. The business is suppose to provide service to appliance under this agreement. Continue to schedule appointments and no technician ever show up to conduct work. Then service order went to completed status; without any actual service performed. Called them back and was told that they did not have any available appointments for my area. I cannot get them to honor their service agreement over the past 2 years since purchasing.

  

  Business Response

  Date: 04/30/2025

  
  
  
  
  
  
  April 30, 2025
  
  
  
  Better Business Bureau
  Customer Relations
  ************************************************************
  *******,*******; 60611
  
  Reference File # ******** ****** ***********
  
  
  Dear BBB Customer Relations:
  
  We have completed the investigation of Mr. *********** complaint regarding the problem he encountered when he requested service for his refrigerator under the protection agreement.
  
  Firstly,we apologize for any inconvenience or frustration that Mr. *********** may have experienced.  According to our records,Mr. Rosencrant requested service on March 19, 2025 and service was scheduled for March 24, 2025.  Unfortunately, the service appointment was rescheduled due to tech availability.  ********************* held a protection agreement on the refrigerator, our benefits team offered him reimbursement to hire a local provider.   However, Mr. *********** refused the service reimbursement, and additional attempts were made to locate a service contractor in the area.  Due to the lack of service availability, on April 11, 2025 a replacement request was submitted for review.  On April 15th the replacement was approved and we emailed Mr. *********** an authorization code and instructions to order a replacement refrigerator through Sears.  With that being said, since we have addressed the issue brought forth in Mr. *********** complaint, we have closed our file.
  
  We apologize for any problems or frustrations that Mr. ********** 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 Complaints Specialist
  
  
  

• Initial Complaint

  Date:02/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had a Kenmore ************* conditioning put in Jan.2017. We have a warranty that was included in the price. It says 10 yrs on **************** on heat exchanger. Our furnace shut down n we called them. They send *********** looked it over m got it running. 2 days later it went down again. He came again n said it could be pressure switch. He said it would be covered. not labor. He said get someone local because he lived hour away. We got someone local but I forgot to tell him about warranty. He already ordered the part. He called n they told him my warranty expired in 2022. We called n got the runaround. We tried to get a Fax but it did not work. Maybe they gave us a useless one. Then we took pictures n tried to e-mail. Wrong e-mail no longer in service. I had another contract with Sears $1300.00. That was for 5 years where they came 2 times a year. That expired in2022. My warranty says10 years parts lifetime heat exchanger as long as we live where this was installed. It even has second owner offers. I paid $500.00 for the furnace fix. It was not a pressure switch it was a gas valve. All we want is them to pay the cost of the gas valve or send us a gas valve.

  

  Business Response

  Date: 03/12/2025

  March 12, 2025
  
  
  
  ***** ******
  ***************************************************************************
  
  Our File No: 82025111
  BBB Case No:  ******** ***** ******
  Via: BBB ******************************************* letter serves as ***************** Improvement ************ response regarding your furnace that was installed in 2017 by Sears/******************. Sears filed bankruptcy Oct. 2018. We became Transform Feb. 2019. ********* did not purchase Sears **** and/or is not obligated to address any expired warranty jobs affiliated with Sears. Your labor warranty was active from one year from the date of installation.  
  
  Per your complaint you requested service recently, which is 8 years from the date of installation. Also, 3 years from your master protection agreement being expired. While we understand that the product came with a manufacturer warranty, Transform or Sears is not the manufacturer and product warranty for **** does not include labor costs. This is why you were told labor was not covered. As for parts, each part of the unit has its own part warranty. Like you mentioned, the heat exchanger has lifetime and the other parts have a certain amount. This is per the manufacturers terms, not Sears or Transform. 
  
  Your complaint mentions that you needed a pressure switch or gas valve replaced. Those parts are not the heat exchanger so those parts do not have a lifetime warranty. To find out the coverage of the part that is needed and/or what coverage you may still have on the unit, you have to contact the manufacturer directly. ******* is manufactured by ****************************** (ICP) which is owned by *******. You can contact ICP at **************. Transform nor Sears have authority over the manufacture coverage. ********* also does not agree to any refund or able to service you at this time.  
  
  
  
  At this time, we are closing our file as Sears fulfilled the contractual obligations. If you have any additional questions or concerns, please contact me at ************, or via email at **********************************************************.
   
  Sincerely,
  
  
  
  ******* ******
  Transform Regulatory Complaint Supervisor
  
  cc: BBB Website
  

• Initial Complaint

  Date:01/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had windows and doors installed through at the time was sears. Which is now ************* Was 10/21 our job was started. We had 2 French doors and 13 windows installed. Was told no payments until project was completed. Our job dragged on one problem after another so we where told we need to go ahead and sign paperwork so we make sure we get our financing even though the job wasn't complete. We payed payments for almost a year and a half before job was completed. When the doors arrived the measurement was wrong so the installer cut the openings out on my house to make them fit. Doors where not installed correctly and leak air because of this. All the double hung windows wh there is 8 have leaked air from day one. The company came out 6 times to try to fix issue with these windows. They even replaced the bottom sashes once. But nothing they tried fixed the problem. I told installer instantly that the solution didn't fix the problem. I have had several windows that leaked water as well. The metal trim installed around the windows look terrible. Had the window in family room when the installer cut it out he damaged the sheetrock and told me I had to fix it. I have sent emails to the company and on January 15 2025 I got a call from ******* and she told me that they have been out six times and there is nothing more they can do. I asked to have manufacturer contact me to try to resolve this problem or per their policy issue a refund. I had a company come out and inspect my windows and doors. Was told the windows need replaced and the doors need reinstalled right to be air tight. I passed this all on to them and asked for a member of management or someone with the manufacturer to get with me to resolve this. I haven't heard from anyone. We basically payed almost ***** for a product that is worse than what we had. And we are paying more to heat and cool our house. We just wanted to improve our house and save money. Worse experience ever.

  

  Business Response

  Date: 03/03/2025

  March 3, 2025
  
  
  ******* Hudlemeyer 
  ******************
  ************************
  
  Our File No: ******** Window/Doors
  BBB Case No: ******** ******* **********
  Via Email: ****************************
  Via: BBB ***************************************************** letter serves as ***************** Improvement Products LLCs final response to you regarding the window and doors installed on 12/16/2021. While we understand that you are demanding either replacements or a refund because the windows allegedly have a draft, Transform cannot agree to replace or refund as there isnt any justification for either. 
  
  Per the contract, it clearly indicates that the windows had a 2 year labor/workmanship warranty and the doors have a 1 year labor/workmanship warranty. The door warranty expired on 12/15/2022 and the window warranty expired on 12/15/2023. 
  
  After reviewing the past service records, it appears that the window issues were a result of manufacturer defect, not workmanship.  Furthermore, the services indicate that we have done everything we can to prevent any alleged draft including re-wrapping the windows. You even informed us that you installed foam sealing along the windows. It is possible that your using that foam sealant may have voided your warranty, depending on the type of foam you used. 
  
  We are sorry for any confusion you may have experienced. The contract does not have anything listed under special instructions that the window/door replacements are guaranteed to prevent or control drafts in your home. Please be advised it is the homeowners responsibility to upkeep any maintenance for the windows and/or entire home for preventing elements from entering the home.
  
  Unfortunately, there is nothing further we can do for you at this time. We will be unable to open a service for you now or in the future.  Should you have any product warranty remaining you can contact the manufacturer directly. Transform/Sears is not the manufacturer and no longer offers window/door product. At this time our file is closed. 
  
  Sincerely,
  
  
  ******* ******
  Transform Regulatory Complaint Supervisor 
  
  cc: ***** ******** via BBB 
  
  

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 22871370
  
  I am rejecting this response because: I never installed anything at windows or doors. All on installer. I have asked for Sears to get  the manufacturer to get involved but I don't know who that is and haven't received any help with that. The air is coming straight through the windows not just perimeter. Every time the installer tried to fix anything we knew and documented that it was still leaking and didn't work if he didn't pass that on I can't control that. I just would like to get what I paid for. A energy efficient house. Any help would be greatly appreciated. 
  
  Sincerely,
  
  ******* **********

  

  Business Response

  Date: 03/18/2025

  March 18, 2025
  
  
  Better Business Bureau of ******* and *****************
  Attn: *****************************
  ******************************
  *****************
  
  Our File No: ******** Window/Doors
  BBB Case No: ******** ******* **********
  Via Email: ****************************
  Via: BBB *************************************************** letter serves as our final response. We provided the customer with the manufacturer information. However, the contractual agreement does not indicate we provide product that guarantees an entire energy efficient home. The contract agreement is for windows and doors. Depending on the type of glass and pane that a homeowner purchase's is what reflects on the type of energy efficiency that can be possibly earned. There is no set number on the energy efficiency savings because it varies on the type of glass/panes that is chosen as well as the other variables of the home that effect energy costs. For instance, the insulation of the home, the roof, the hvac unit, the appliances and windows and doors. We are sorry for any inconvenience that Mr. ********** may have experienced with his windows. We will not respond again as we fulfilled our contractual obligation. 
  
  Sincerely,
  
  
  ******* ******
  Transform Regulatory Complaint Supervisor 
  
  cc: Mr. ********** via BBB Website 

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 22871370
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* **********

• Initial Complaint

  Date:01/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/23/23 I purchased a gas steam boiler from Sears(Transform *******************************). On 11/07/23 they came to install the heater they brought a gas water boiler instead of a gas steam boiler after several conversations and several days later the proper gas steam heater was installed but it was supposed to be a Kenmore but they installed a Dunkirk gas steam boiler instead. It has been ongoing issues every since. On 11/15/23 there was a leak from the steam spout which they had to come back & install, 11/21/22 the bottom of the gas steam heaters was leaking some kind of fluid they had to come back and repair that, on 11/23/23 they failed to install the expansion tank after going back & forth with several people the manager agreed to do a settlement offer and refunded $349.00 back to me for the expansion tank, on 12/10/23 the water/steam was not properly getting to radiators which was causing LOUD knocking, banging, clanging & thumbing they had to come back again & replace pipes from the front radiators to the gas steam boiler. On 01/16/25 Sears came out because heat was not going to the radiators and the automatic feeder was inoperatable. The service technician stated that the GAS BOILER WAS NOT PROPERLY INSTALLED! Sears claimed that was a plumbing issue & although I have a master service contact it DOES NOT cover that! If the heater was not properly installed WHY am I responsible? I had to hire a plumber on 01/17/23 to come out replaced the automatic feeder so that my home can be heated equally, the plumber stated that the heater was not installed properly because the feeder was faulty from the start, this out of pocket expense cost $989.00 which should be reimburse back by Sears for INSTALLING A HEATER IMPROPERLY & NOT STANDING BY THE ***** THEY INSTALLED!

  

  Business Response

  Date: 02/10/2025

  
  
  February 10, 2022
  
  
  
  ******* *****
  *****************************>************, *******;
  
  Our File No: 29972657 
  BCA Case No:  99033502
  BBB Case No: ******** ******* *****
  Via Email: **********************************
  
  Dear Ms. ****************** letter serves as our response regarding your steam boiler concerns that was installed in November 2023. We apologize for any inconvenience that you may have experienced with scheduling a service with the Sears service department. Per our conversation on January 23, 2025, it was my understanding that you called in for a recent service due to the boiler not heating as it should. A Sears tech came out and recommended you contact a plumber because the water was not in the boiler. You expressed you went local to fix the boiler and will have the invoice forwarded for my review for a possible refund. 
  
  After reviewing the invoice dated Jan. 17, 2025, from your contractor, it appears that the contractor is not a licensed plumber. However, he replaced the water feeder and chimney stack that was cracked. It was explained to you on February 5th that I tried to reach out to the contractor because I had questions about the repairs but have not received a response. You mentioned that they will reach out to me but they have yet to do so. 
  
  That said I have reviewed the two items that your contractor repaired with our licensed contractor of the company who has over 50+ years experience. The chimney stack was not in the scope of the original contract therefore Transform/Sears is not responsible for a refund for repairs on something not included in the contractual agreement. Transform/Sears will also not be responsible for the water feeder repair because it worked as it should within the first-year workmanship warranty. If it was installed incorrectly then the boiler would have not worked properly when it was installed in Nov. 2023 until repairs were needed. The contractual agreement states on page 3 of 12 that we would repair/replace if installation proves faulty within one year after the completion date. The completion date was on Nov. 9, 2023. The workmanship warranty expired Nov. 9, 2024. 
  
  While you purchased a 7year master protection agreement (mpa) plan this plan only includes service for the steamed boiler itself. The *** does not cover items that are accessories to the unit. For instance, water feeders or any parts connected to the boiler. I have enclosed a copy of an mpa for your records. 
  
  At this time, we are closing our file as we fulfilled our contractual obligations. We are sorry for any confusion with the mpa coverage and inconvenience for service on the boiler. 
  
  If you have any additional questions or concerns, please contact me at ************, or via email at ************************************************************************.
   
  Sincerely,
  
  
  
  ******* ********
  Transform Regulatory Complaint Supervisor
  
  cc: BCA website
  BBB Website
  
  Enclosed (14)
  
  

• Initial Complaint

  Date:01/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  May of 2024 I purchased a HVAC system for ***************** Improvement ************ D/B/A Sears Home Improvement Products. System was purchased for $20,000, and installed May, 14 2024. January 6, 2025 the system stopped working. I called the number on the panel and was told I was not in their system. I gave them the serial number and model number but they were not able to ****** a manufacture warranty. I called the sales *** who sold me the unit and he said the system had a year warranty. For three days I called every number I found on the internet and on my contracts. One number I called was Sears Home Improvement and the recording said they were no longer in business. Calle 1800 4 myhome. Called the number and again was told I had no warranty but they could make an appointment for a Tech to come out but I would have to pay $140.00 and the labor cost, Finally after three days of calling. One of the customer service ***** put me on the phone with a tech, he did a face time with me and walked me through how to reset the system and thank God it worked. He told me that the system probably needed to be looked at because he should not have stopped the way it did. We are having a cold winter out here in ********. I am very disappointed at the treatment I have received., and angry that I was not informed that they were out of business and no one informed me what to do if my system needed service.

  

  Business Response

  Date: 01/29/2025

  January 29, 2025
  
  
  
  Better Business Bureau
  Attn: ***** ********
  ******************************
  *****************
  
  Our File No: 30063078
  BBB Case No:  ********-****** *********
  Via: BBB ********************************************** you for contacting Transform Home Improvement ************ dba Sears Home Improvement Products regarding Ms. ********** hvac concerns. We have spoken with the customer. The customer confirmed that a ********************** tech was able to help over the phone with the issue and the unit is working as it should at this time.  We are sorry for any inconvenience that Ms. ********* may have experienced with contacting the service department. 
  
  Per the contractual agreement the hvac unit has 1 year workmanship warranty from the date of installation. Should she need further assistance before the warranty expires in May of 2025, she can contact me directly, ************. As far as the manufacturers (mfr.) warranty that is covered by Carrier/********************* Products directly. Ms. ********* needs to contact Carrier to ensure that the unit is registered for the product warranty to be active. 
  
  At this time, our file is closed as we fulfilled our contractual obligation. If you have any questions or concerns, please contact me at *******************, or via email at ************************************************************************.
   
  Sincerely,
  
  
  
  ******* ********
  Transform Regulatory Complaint Supervisor 
  
  cc: ****** ********* via Email
  
  
  

• Initial Complaint

  Date:11/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Since day one I have nothing but issues with my dunkirk boiler sear sold and installed in my home . For the last year and a half my boiler has not worked no heat in the house . I have technician come to the house tell me he is not a plumber and cant replace the water pump inside the boiler. Made over ********************************************************************* refused to do anything when they show up and says it needs a plumber. Then to get told I need to get my own plumber to fix my boiler that is under there master protection agreement. They will not put you on the phone with any managers and I was told I should cancel the agreement.

  

  Business Response

  Date: 12/16/2024

   
  
  
  
  
  
  December 16, 2024
  
  
  
  Better Business Bureau
  Customer Relations
  ************************************************************
  *******, *******; 60611
  
  Reference File # ******** ***** ********
  
  
  Dear BBB Customer Relations:
  
  We have not completed the investigation of Mr. ********* complaint regarding his dissatisfaction with the multiple repairs on the boiler and his request a replacement.
  
  We apologize for the delay in responding to this complaint.  We reviewed the service orders and case notes related to the boiler.  According to our records, on May 16, 2024 the technician assessed the unit and noted that he provided Mr. ******** instructions regarding the boiler; no parts ordered.  On October 18, 2024 he requested service again and the technician returned on October 24th and noted that a plumber was required for the circulating pump.  Unfortunately, the technician did not provide details to determine why a plumber was required.   On October 31st another service order was created and it is noted that the part arrived damaged.   We have forwarded this matter to service management team for review.  We are currently awaiting their response. We are committed to providing a fair and equitable resolution and ask that Mr. ******** allow us seven business days to complete the investigation.  In the interim, should he have any questions, he may contact me via email at ***************************************** or directly at **************.  
  
  We apologize for any problems or frustrations that Mr. ******** 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 Complaints Specialist
  
  

• Initial Complaint

  Date:11/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The below is a copy of the email that I sent to Sears Home Improvement and Transform Home Improvement Products. My name is ****** ******. My mother, ***** ******, contracted Sears Home Improvement and Transform Home Improvement Products to complete a remodel project at her home that included cabinets, counter tops, plumbing, electrical and floors. The floors were replaced in the kitchen, formal and informal dining rooms, as well as the entryway and a small office/bedroom. This project took place in August of 2022. Since completion, the vinyl floor in the kitchen has been coming up at the seams in various areas. There are currently 4 spots ranging from wide to very thin and an inch long to over a foot. After 4 messages left with Transform Home Improvement Products over 4 weeks, I finally received a call back from a person by the name of *****, to whom I explained the situation and I requested a person come out to repair or replace the affected areas. She explained that she would get back to me in a few days. This was Tuesday October 14th. On Friday October 18th I received a text from ***** explaining that since Transform Home Improvement Products is no longer in the flooring business, I would need to contact the manufacturer. I explained that we have an agreement for a warranty with Transform Home Improvement Products and Sears Home Improvement. My mother is 79 years old and uses a ******. The floor coming apart has created a tripping hazard and needs to be addressed immediately to prevent injuries. If the floors are not repaired under warranty, we will have no choice but to come out of pocket to make the necessary repairs.

  

  Business Response

  Date: 11/14/2024

  November 13, 2024
  
  
  
  Better Business Bureau
  Attn: *****************************
  ***************************************************************************************************
  
  Our File No: 28575628
  BBB Case #: ********/****** ******
  Via BBB Website: *****************************************
  
  Dear Ms. ********************** you for contacting Transform ** regarding your inquiry concerning the above-referenced file.  We appreciate the opportunity to address the customers concern.  Transform is dedicated to its customers and to their overall satisfaction with any and all work performed by either ********* or a contracted affiliate.  We are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner. 
  
  The flooring was installed in Ms. ******* home in 2022.  Unfortunately, the workmanship warranty has expired.  Ms. ****** can contact the manufacturer, *****************, to see is the pieces of flooring could be replaced under the manufacturer warranty. She would need to hire a contractor of her choice to replace them as we have no techs available. The customer service number for **** flooring is ************.  
  
  The photos in our system show Ms. ****** uses a wheelchair.  During my research, I found that over time, a wheelchair can damage the flooring that was installed in Ms. ******* home over time. I have no way of knowing is this is the issue or not.
  
  At this time, we respectfully request that you close your file. On behalf of ********* please know that we value Mr. ****** as a customer and apologize for any frustrations or inconveniences he may have experienced. If you have any questions or concerns, please contact me at ************, or via email at ********************************************************************.
   
  Sincerely,
  
  
  ****** *******
  Transform Regulatory Complaint Specialist 
  
  cc: ****** ****** via USPS
  
  

  Customer Answer

  Date: 11/20/2024

   

  Complaint: 22511157
  
  I am rejecting this response because:

  Good morning,
  I respectfully request more time to consult the family attorney in this matter.
  Its my opinion that Sears Home Improvement admittedly had prior knowledge that my mother used a wheelchair, yet they still installed flooring that would not be damaged by the normal wear caused by a wheelchair. We do not accept responsibility for Sears installing a product that they admittedly knew or suspected would be inadequate.
  Again, I would request more time to consult the family attorney. I emailed the reply letter to him this morning.  Good morning,
  I respectfully request more time to consult the family attorney in this matter.
  Its my opinion that Sears Home Improvement admittedly had prior knowledge that my mother used a wheelchair, yet they still installed flooring that would not be damaged by the normal wear caused by a wheelchair. We do not accept responsibility for Sears installing a product that they admittedly knew or suspected would be inadequate.
  Again, I would request more time to consult the family attorney. I emailed the reply letter to him this morning.  
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 12/09/2024

  TDecember 9, 2024
  
  
  
  
  Better Business Bureau
  Attn: ****** ********
  *************************************************************
  *****************
  
  Our File No: 28575628
  BBB Case #: ********/****** ******/***** ******
  Via BBB Website: *****************************************
  
  Dear Ms. ********************* letter is in response to the rebuttal Mr. ****** filed on November 27,2024.  Mr. ****** has stated in the rebuttal, that he has contacted his family attorney. We have not received a letter of representation.  Please see my previous response to the complaint as nothing has changed.  
  
  The flooring was installed in Ms. ******* home in 2022.  Unfortunately, the workmanship warranty has expired.  Ms. ****** can contact the manufacturer, *****************, to see if the pieces of flooring could be replaced under the manufacturer warranty.  She would need to hire a contractor of her choice to replace them as we have no techs available.  The customer service number for **** flooring is ************.  
  
  The photos in our system show Ms. ****** uses a wheelchair.  During my research, I found that over time, a wheelchair can damage the flooring that was installed in Ms. ******* home over time.  I have no way of knowing is this is the issue or not.
  
  At this time, we respectfully request that you close your file. We will not address this complaint again.  On behalf of ********* please know that we value Ms. ****** as a customer and apologize for any frustrations or inconveniences she may have experienced. If you have any questions or concerns, please contact me at ************, or via email at ********************************************************************.
   
  Sincerely,
  
  
  ****** *******
  Transform Regulatory Complaint Specialist 
  
  cc: ****** and ***** ****** via USPSell us why here...

• Initial Complaint

  Date:10/06/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchase ******* central air conditioning unit with a ten year manufacturer warranty. Unit has fail and Sears doesnt have any available technician to service are repair my unit After close to 3 months and several phone calls sears continue to not honor it warranty

  

  Business Response

  Date: 10/21/2024

  October 21, 2024
  
  
  
  **** *******
  *************
  *********************
  
  Our File No: 23913765
  BBB Case No:   22386416 **** *******
  Via: 1st Class US Postage 
  Via Email: *********************************
  
  Dear Mr. ********************* you for contacting Transform Home Improvement ************ regarding your hvac manufacturer warranty concerns. Per my voice message I left you on 10/17/2024, your hvac unit was contracted through Sears Home Improvement ************* ************* business filed Bankruptcy on 10/14/2018. We are Transform Home Improvement Products ************. ********* did not purchase Sears/********. Transform was only obligated to address active Sears warranty issues. 
  
  Per your contract, the hvac workmanship warranty was active 1 year from the date of installation. The unit was installed on 5/24/18. The workmanship warranty expired on 5/24/2019. The contract indicates that you did not purchase any master protection agreement with Sears. Our records also indicate we have not serviced your unit since install. That said you can contact any local **** contractor to service your unit at your convenience and expense. 
  
  As for product (manufacturer) warranty, you will have to contact the manufacturer directly to verify what parts are covered. The manufacturer is who covers the parts warranty for their equipment. ****************************** (ICP) is the manufacturer which is owned by *******. Your local contractor has the capability to figure out what parts is covered under mfg. warranty by contacting Carrier/ICP and/or by the serial number on the unit. The manufacturer has their own requirements for product to be covered under warranty. The manufacture warranty typically only covers parts, not labor. ICP contact is ************** or *********************************************;
  
  Lastly, ************* no longer offers business in your area as a result of the covid aftermath. We apologize for this misunderstanding or inconvenience. At this time, our file is closed.  If you have any questions or concerns, please contact me at *******************, or via email at ************************************************************************.
   
  Sincerely,
  
  
  
  ******* ********
  Transform Regulatory Complaint Supervisor
  
  cc: BBB Website
  
  

• Initial Complaint

  Date:10/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sears Home Improvement installed siding on my house, and cover my dryer vent up (this was our of compliance), which l did not know was done. About a month ago my dryer stop working, and l called my warranty service to repair the dryer, and paid my service fee of $100.00. The tech check the dryer inside, and was not a problem. tech went outside the house, and discovered the dryer vent was cover up by the siding job. I have called Sears service solutions a total of three times on 9/16/24, 9/17/24 and 9/24/24, l have not got a call back from the service department as if this date 10/3/24. I have had to spend extra money going to do my laundry outside of my home. I am still paying on my Sears credit card for this purchase monthly , which l am being billed for, l cannot use my dryer at home, because the job they did putting the siding over the dryer vent.

  

  Business Response

  Date: 10/31/2024

  October 31, 2024
  
  
  
  
  Better Business Bureau
  Attn: *****************************
  *************************************************************
  *****************
  
  Our File No: 28343092
  BBB Case:  ********/******* ********
  Via BBB Website: *****************************************
  
  Dear Ms. ********************** you for contacting ***************************** Products, regarding your inquiry concerning the above-referenced file.  We appreciate the opportunity to address the customers concern.  Unfortunately, we are not able to correspond with your office accordingly because this customer is being actively represented by an attorney, so we want to respect the attorney client privilege. 
  
  At this time, we respectfully request that you close your file.  We have previously responded to Ms. ********* attorney and addressed this matter.  On behalf of *********, please know that we value Ms. ******** as a customer and apologize for any frustrations or inconveniences she may have experienced.  If you have any questions or concerns, please contact me at ************, or via email at **********************************************************************************************.
  
  Sincerely,
  
  
  
  ****** *******
  Transform Regulatory Complaint Specialist 
  D/B/A SHIP
  
  cc: ******* ********, via 1st class postage
  
  

• Initial Complaint

  Date:08/12/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had Transformco install a Carrier Minisplit with 2 zones in 2020. The Company based in *******, **. The system failed or stopped in July 2024. I contacted Transform & attempted to make at least 6 times. The appointments were made, but ***** ever showed up? This was during our first heat wave of the year, so I pulled out all of my old wndow units for some relief. I then made appointments with several other Hvac companies to find the problem. Estimates were high. The system was not properly installed, using the wrong parts, all freon leaked out, so all stopped. Transform never came out to even inspect. I have been told the installation problem has to be reviewed by the installer in order for Carrier to honor the conditions of equipment maintenance? I need Transform to see what happened in order to move forward. Please.

  

  Business Response

  Date: 09/05/2024

  September 4, 2024
  
  
  
  Better Business Bureau
  Attn: *****************************
  ************************************************************************************************************
  
  Our File No: 26875100
  BBB Case #: 22130380/*********************
  Via BBB Website: *****************************************
  
  Dear ********************,
  
  Thank you for contacting Transform ** regarding your inquiry concerning the above-referenced file.  We appreciate the opportunity to address the customers concern.  Transform is dedicated to its customers and to their overall satisfaction with any and all work performed by either Transform or a contracted affiliate.  We are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner. 
  
  I called and emailed ************** on 08/29/24, 08/30/24, 09/03/24 and again on 09/04/24.  ************** has not answered her phone or returned my call even though I have left messages on her voicemail.  In addition, ************** has not responded to my emails. Since I have been unable to contact **************, I am closing my file.  
  
  At this time, we respectfully request that you close your file. On behalf of Transform please know that we value ************** as a customer and apologize for any frustrations or inconveniences she may have experienced. If you have any questions or concerns, please contact me at ************, or via email at ************************************************.
   
  Sincerely,
  
  
  
  ***************************
  Transform Regulatory Complaint Specialist 
  
  cc: ********************* via USPS