Complaints
This profile includes complaints for Transformco's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 6,336 total complaints in the last 3 years.
- 2,410 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:07/28/2025
Type:Status:ResolvedMore 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 took this Sears Home Protection coverage plan out on 9/11/24 for $659.88. I have never had to use this plan until 6/12/25 when my Kenmore refrigerator ice maker stopped making ice. I called Sears protection plan and gotten an appointment for 6/30/25. I received an email on the service date that my appointment was canceled and my new appointment date was 7/15/25 and there was a no call no show on this date. I called Sears protection customer service for them to tell me the technician has said he fixed the problem and changed my credit card on file $******. I was home all day on 7/15/25 and plus I have a door bell camera and no Sear ever camed. I ask them to send me a copy of the service papers the tech should have turned in and they said he did not turn any paperwork in. I did got another appointment for 7/21/25 to do a phone video from *****am. I took off work again to be beside the refrigerator when Sears called and they never called, but I got another appointment email at 11am to let me know my service appointment was cancel. I did get my ****** refunded back to my account on 7/22/25, and promised to get an outside electric company to fix my ice maker (claim#******). I call customer service today 7/28/25 and they still have not gotten anyone to work on my refrigerator.All I want from Sears is my $659.88 back for this ************ Plan. I have giving them soon will be 3 months to fixed my refrigerator.Initial Complaint
Date:07/24/2025
Type:Status:ResolvedMore 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.
Ordered a part for my washing machine. It never shipped. Eventually got an email that said it is on back order, so I cancelled. Never got a refund. Have reached out a few times and they keep saying it will be processed but it never is. It's been 2 months now. Here is the email I received on 5/23/25:"We have received a request regarding the status of the part on your order# W701776. We have contacted the manufacturer and was informed that the part is on Backorder and they were unable to provide us the estimated shipping date at this time. Once the part is shipped, you will receive the tracking information. If you wish to receive the order, please ignore this email. If you wish to cancel the part, please click on the following link: ************************************************ to chat with us. You can also call us at ************** for further assistance. Please accept our apologies for the inconvenience. "I paid $116.48 that was charged on 5/18/25
Business Response
Date: 07/28/2025
***********************************
July 28, 2025
Customer Relations
**********************
************************************************************
*******, *******; 60611
Reference File # ******** ****** *******
Dear BBB Customer Relations:
We regret any inconvenience Mr. ******* has experienced regarding his recent parts direct order.
Unfortunately,the board he ordered is currently on backorder from the manufacturer, and no estimated shipping date was available. Per Mr. ******** request, we have canceled the part order due to the extended delay.
A refund in the amount of $116.48 was issued back to his card ending in 4107 on July 28, 2025. Please note that it may take ******************************************** his account, depending on his financial institution.
We sincerely apologize for the inconvenience Mr. ******* has experienced and appreciate his patience in this matter. With that been said, we have closed our file.
We apologize for any inconvenience or frustration Mr. ******* may have experienced with Sears Parts Direct. We value our customers and strive for their complete satisfaction, including the prompt resolution of any complaints.If you have any further questions, please feel free to contact me at ******************************************************************************.
Sincerely,
****** ******
Regulatory Complaints Specialist
******************************************************************************Customer Answer
Date: 07/29/2025
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.Thank you to you and the company for handling this - I'n sure it was just an oversight on SEARSPARTSDIRECT's part and not intentional.
Sincerely,
****** *******Initial Complaint
Date:07/22/2025
Type: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 have a Master Protection Agreement for our appliances through Sears Home Services. Paid ****** at time of renewal.Our washing machine broke down. Repairman from Sears Home Services could not repair it. March 4, 2025, We ordered a replacement washer. On that same date we ordered and paid $871.19 for a dryer. Every two weeks from that date, we get a call from the ************* of Sears Home services telling us the washer and dryer will be delivered on such and such a date. One of us takes the day off from work for the delivery and they never arrive. We call, they set a new date and we start all over. I started loosing my patience, so at the beginning of July I started calling everyday to confirm the washer and dryer would arrive. I would ask where the customer service was located, the name of the person I was speaking with and if there was a manager available. They would tell me they weren't allowed to give their information and there was no one higher up in the company to help me. They could not tell me where their warehouse was located or who the vendor was. I Still Have NO washer or dryer. I called the BBB in *******, who informed me I should call Transformco. When I call this number, it directs me straight back to the nice people in customer service for ********************** Home *********************** this point I am done. I feel they have breached our contract. I feel this is a scam. I would like to get my $****** back for the Protection Agreement and My $871. 19 for the dryer we paid for.Business Response
Date: 07/23/2025
July 23, 2025
Customer Relations
******* **********************
**************************************************************
***********************
Re: ***** ****
File Number 913586302
Dear BBB Customer Relations:
We have completed the investigation of Ms. ***** complaint regarding the delay she encountered in having her ** branded replacement washer delivered.
Our records indicate that Ms. **** has a Sears Protect Home Warranty on her washer and she was authorized a replacement refrigerator valued at $699.99. According to our records, Ms. **** received delivery of her replacement washer on July 22, 2025.
Since the delivery of the replacement washer and the dryer Ms. **** purchased, have been delivered, we have closed our file.
We apologize for any problems or frustrations that Ms. **** may have experienced. We appreciate the opportunity to address this matter.
Sincerely,
***** ********
Regulatory Complaints Specialist
********************************************************************************Initial Complaint
Date:07/21/2025
Type:Status:ResolvedMore 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.
Purchased a master protection agreement with, pay a monthly fee, have had it for ***** years. Called Sears to repair ice dispenser on refrigerator, part ordered after 7 cancelled appointments by Sears tech finally came out and tried to install new part and broke the whole unit. Been waiting since June 12 for new part, which I was told isn't make for my make/model of dispenser anymore. Been waiting forever no luck, no supervisor to speak to no number to escalate. Contract states if it can't be fixed, they must replace it with company's model.Initial Complaint
Date:07/21/2025
Type:Status:ResolvedMore 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.
Placed an online order July 10, 2025 for two refrigerator parts. Both parts show as In Stock. I have been charged for both parts but only one part was ever shipped. My order history on the website shows that only one part has shipped. I have contacted **************** twice and I have been assured both times that someone would follow up with me immediately. I have never heard back from them and my part has still not shipped.Business Response
Date: 07/24/2025
***********************************
May 24, 2025
Customer Relations
**********************
************************************************************
*******, *******; 60611
Reference File # ******** - **** ******
Dear BBB Customer Relations;
We apologize for the inconvenience Mr. ****** experienced regarding his online order placed on July 10, 2025. The order included two refrigerator parts, both of which were listed as in stock at the time of purchase. However, only one part was shipped, and the second item remained pending with no further updates reflected in his order history.
Our escalations team has reviewed the matter and reached out to Mr. ******* A voicemail message was left to advise that order W752483, part number 6871JB2061B,has been canceled, as there is currently no ETA for availability.
A refund in the amount of $98.65 has been processed for the unshipped part. The funds have been released immediately; however, posting times may vary depending on the members financial institution.
Should Mr. ****** have any further questions or need additional assistance, he may contact our team directly at ************, available Monday through Friday, 8:00 AM to 4:00 PM CST. We regret any frustration this situation has caused and thank Mr. ****** for his patience while we worked to resolve this matter. With that been said, we are closed our file.
We apologize for any inconvenience or frustration Mr. ****** may have experienced with Sears Parts Direct. We value our customers and strive for their complete satisfaction, including the prompt resolution of any complaints.If you have any further questions, please feel free to contact me at *******************************************************************************
Sincerely,
****** ******
Regulatory Complaints Specialist
******************************************************************************Customer Answer
Date: 07/25/2025
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
Date:07/18/2025
Type: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 contacted Sears Home Services for washing machine repair. They sent a technician. He diagnosed and then charged me for the pump and labor, to be installed after receipt. He explained htat he was not allowed to order parts unless I paid the full amount including installation. The pump didn't come. The entire operation is chat bots and AI agents so you can not speak to a person, even with persistance with the options menus and AI agents. 4 times they have rescheduled my installation. After having an 11 hour window so missing work, they are no shows. You cant talk to them. I have hhte pump so have subtracted that from the amount I want refunded.Business Response
Date: 07/22/2025
Please see the attached response.Initial Complaint
Date:07/18/2025
Type:Status:ResolvedMore 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 purchased a part from them on 6/13/25, was supposed to receive around 6/18/25. The amount of the purchase is $224.80 I never received an update on shipping. I called the week of 6/23/25 and cancelled the order. The employee stated I'd get an email confirming cancellation is 2-3 days. Never received an email. I've called over 5 times now and asked for a supervisor/manager to speak to and they're always "not on the floor, I will have them call you today", never receive a callback. The order is still showing as "processing" and I keep get the run-around. This company is stealing from the public.Business Response
Date: 07/28/2025
*************************** Holding
July 28, 2025
Customer Relations
**********************
************************************************************
*****************
BBB Case # ******** *** ******
Dear BBB Customer Relations,
We apologize to Mr. ****** for the inconvenience he experienced regarding his recent order.
Unfortunately,the part he ordered is currently on backorder from the manufacturer, and we have no control over the delay in availability or shipment. Per Mr. ******* request, we have canceled the order and processed a full refund in the amount of $224.80 back to his original form of payment ending in 0080 on July 23, 2025.
Please note that refunds may take 35 business days to be posted back to his account, depending on his financial institutions processing time. With that being said, we consider this matter resolved and have closed our file.
We apologize for any inconvenience experienced and value the opportunity to improve our service. Should Mr. ****** have any further questions or concerns, they are encouraged to reach out to me directly at ******************************************************************************.Sincerely,
****** ******
Regulatory Complaints SpecialistCustomer Answer
Date: 07/29/2025
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
Date:07/16/2025
Type: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.
When our washer broke, we made an appointment with Sears home services to come and diagnose the issue on 5/19/25. They came and found the problem and provided a quote to come back four days later on 5/23/25 with parts to fix it, which we had to pre-pay and we did. At the day of the appointment to fix the washer we received an email that the parts had not arrived and there was no new schedule time available. We called and cancelled the appointment and were told that our payment (minus the diagnostic fee) would be refunded within 2 weeks. We still have not received the refund over six weeks later and the only people we can reach is their scheduling agents who say that they see the refund request but cannot help us. In fact they provided an email address for me to send the information to that is not deliverable and a phone number that is a sales/marketing number that is trying to sell us other parts.The charge on our credit card on 5/19/25 for the full repair, which never took place was $448.38 which included the diagnostic fee of $150, so we are still owed the difference.Business Response
Date: 07/22/2025
Please see the attached response.Initial Complaint
Date:07/14/2025
Type:Status:ResolvedMore 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.
4/24 **************** technician arrived & diagnosed. Stated he ordered parts, payment made 4/26 Technician arrived, PARTS NEVER ARRIVED. Technician was unable to provide any tracking information to confirm where parts were delivered. Left and rescheduled 5/1 Technician arrived no parts arrived, brought parts with him and tore apart dryer. Was unable to reassemble correctly & caused dryer to short needing new parts.5/5 Technician arrived & took dryer back to shop with him. 5/9 Technician arrived (on his day off) & returned dryer. Upon return, he explained to me his medical issues, that he had to use his own money to put parts in to my machine (which I did not authorize nor ask for). He then continued to tell me how he has cancer & can't afford treatment to save his life. He then requested to come back to my home again because the dryer still did not work. I immediately contacted **************** to report the issue and explained this at length to them. **************** told me that they would issue a full refund they also stated that I would get an email confirming my refund in 7 days.5/20 7 busdays later and no email. Called Cust Svc 5/23 Sent email, no response 5/27 Sent email, no response 5/30 14 bus days, no email. Called Cust Svc 6/5 Sent email, no response until 7/10 6/10 21 bus days, no email. Called Cust Svc The technician that failed to make any of the repairs was doing work outside of his work hours which is not only inappropriate but unprofessional. I doubt he logged any of this information as according to him "it was his mistake". Parts never arrived. Sears is stating they did but will not provide any tracking information confirming this. I checked all of my security cameras and no delivery was made. Dryer is broken. After 2 months, Sears finally respond on 7/10 stating no refund will be issued and that I need to return the parts. I have no parts. They are not keeping accurate records.Business Response
Date: 07/21/2025
Please see the attached response.Customer Answer
Date: 07/22/2025
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 at this time. Will revisit the issue if required after the September 2, 2025 dispute resolution date.
Sincerely,
******** ******Initial Complaint
Date:07/13/2025
Type:Status:ResolvedMore 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've purchased our washers and master protection agreements from Sears for many years. In April 2024, our washer broke down and Sears response was to repair it with a refurbished panel. In November 2024, the washer broke down again and Sears gave us an allowance of $611 to purchase a new unit from them. We ordered a new unit in December 2024 and we have yet to receive it. We also filed a claim for reimbursement ($400) for the out of pocket expenses used on the laundromat but never received any reimbursement.Business Response
Date: 07/22/2025
July 22, 2025
Customer Relations
******* **********************
**************************************************************
**********************
Re: **** ****
File Number 23593872
Dear BBB Customer Relations:
We have completed the investigation of Ms. ***** complaint regarding the delivery delays of her replacement Kenmore washer.
Our records indicate that Ms. **** had a Master Protection Agreement on her washer. And she was approved to receive a replacement washer valued at $611.99.
Upon reviewing her complaint, we contacted the delivery team for assistance. We were informed that due to inventory issues, the washer had not been received at the warehouse from the vendor.
As of July 21, 2025, we contacted Ms. **** with the option to cancel the order and receive a check in lieu of a replacement washer or she could leave the case as is and wait for the delivery. Ms. **** agreed to cancel the order and receive a cash reimbursement. We explained that reimbursement check would be for the authorized $611.99 plus basic deliver/ install (the warranty team will provide the final reimbursement total). The additional $41.74 paid was been refunded back to the original payment method. Ms. **** will be contacted via email with the final reimbursement amount to purchase her washer.
We apologize for any problems or frustrations that Ms. **** may have experienced and we appreciate the opportunity to address this matter.
Sincerely,
***** ********
Regulatory Complaints Specialist
********************************************************************************Customer Answer
Date: 07/23/2025
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,
**** ****
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