Complaints
This profile includes complaints for Transformco's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 6,368 total complaints in the last 3 years.
- 2,463 complaints closed in the last 12 months.
If you've experienced an issue
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:06/27/2025
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 ordered the part on July 28, 2025. When I purchased the part, it stated in stock with a delivery promise of June 2, 2025. I haven't received anything. I call the support number with little to no help. I get told I can't submit complaints over the phone and that an email will be provided to me. I never received a email. I was also told searsparts direct works with a supplier and they are to contact me about an update. I've called twice over the last months and no update from anyone. I want what I paid for. I want someone to hold this company accountable. They are advertising all of their products as in stock ready to ship when that is obviously a lie. There are so many other complaints online about the same issue. BBB needs to bump this business down from thei or A+ rating, that makes BBB look complicit with this shady business.
Business Response
Date: 06/30/2025
Transform SR Holding
Management LLC
June 30, 2025
Customer Relations
Better Business Bureau
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Reference File # 23529045. – Jeffrey Dodson
Dear BBB
Customer Relations;
We
sincerely apologize for the inconvenience Mr. Dodson has experienced. Upon review, we found that the second part he ordered is
currently on backorder from the manufacturer, which caused the unexpected
delay.
Per
Mr. Dodson request, we have canceled the order. A refund
in the amount of $94.48 was issued back to his card ending in 1947 on June 30, 2025. Please note that it may take 3–5 business days for the refund to be reflected in his account, depending on his financial institution.
With this resolution in place, we consider this matter closed on our end.
We understand that Mr. Dodson has experienced problems and frustration with Sears
Parts Direct, and we sincerely apologize for any inconvenience this has caused
him. We value our customers and strive to achieve their complete satisfaction,
including the resolution of any complaints in a reasonable manner. Please do
not hesitate to contact me at [email protected] if you have any
further questions.
Sincerely,
Sandra Acosta
Regulatory
Complaints Specialist
[email protected]Customer Answer
Date: 07/01/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23529045, and find that this resolution is satisfactory to me.
Sincerely,
Jeffrey DodsonInitial Complaint
Date:06/27/2025
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.
On 12/02/24, Sears ordered 2 parts for my clothes dryer. On the same day, I decided not to move forward with the repair, and I called Sears and cancelled the parts order. Over the next 2 days, I received the parts even though they assured me they had cancelled the order. After receiving the 1st part, I called Sears and was again reassured they had cancelled my order, but then I received the 2nd part. I then had to return the 2 parts per their protocol. I returned both parts via the ****. I received receipts with tracking numbers, and I was advised to complete a form for each part using the forms (Part Return Refund Request) that Sears had emailed to me, and I submitted these forms to Sears in order to receive reimbursement. I returned the parts on 1/08/25, and I completed and submitted the refund request forms to Sears on the same day. The one part was received on 1/13/25, per tracking. The second part was not received until 3/24/25 per tracking. I have called Sears 4 times since February regarding my refund. The last call was on 5/12/25. I was told that my refund request had been sent to the billing department today (5/12), and they will be working on my refund request. I was advised that the refund amount of $361.55 will be credited back to my credit card in 14 business days. I was also advised that I would receive a text or email with an update on the refund. I never received an update, and I have not heard anything from Sears about my refund. I am still waiting to receive my refund, after dragging on all these months later.Business Response
Date: 07/03/2025
***********************************
July 3, 2025
Customer Relations
**********************
************************************************************
*******, *******;60611
Complaint # ******** ***** *****
Dear BBB Customer Relations:
Thank you for the opportunity to respond to Ms. ****** concerns.
We apologize for the inconvenience Ms. ***** experienced with the cancellation and return of the dryer parts. Per our records, the parts were ordered on 12/02/2024. Although Ms. ***** contacted us the same day to cancel the order, the items had already shipped.
Ms. ***** returned both parts via **** and submitted the proper refund request forms on 01/08/2025. One part was received on 01/13/2025,and the second on 03/24/2025. Unfortunately, the service order was closed incorrectly, and when the parts were received, the refund was not processed as it should have been.
At this time, we have issued a refund in the amount of $353.81 back to Ms. ****** credit card ending in 0579 on July 3, 2025.Please note it may take 35 business days for the refund to reflect on her account, depending on her financial institution.
We sincerely regret the delay and the inconvenience this situation has caused. With the refund now issued, we consider this matter resolved and have closed our file.
We apologize to Ms. ***** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns at ******************************************************************************
.
Sincerely,
****** ******
Regulatory Complaints SpecialistCustomer Answer
Date: 07/07/2025
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:06/25/2025
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 ordered parts from them almost 2 weeks ago. I received one part and the other part was supposed to be here 2 days ago. I called and they said it hadn&#**;t shipped yet. I can&#**;t order parts and then wait 3 weeks for them to get here. I asked for a refund and they said it would take 6-7 days to get the refund. I would like to get a refund on the second part that hasn&#**;t shipped.Business Response
Date: 06/26/2025
***********************************
June 26, 2025
Customer Relations
**********************
************************************************************
*******, *******; 60611
Reference File # ******** ****** *******
Dear BBB Customer Relations;
We sincerely apologize for the inconvenience Mr. ******* has experienced. Upon review, we found that the second part he ordered is currently on backorder from the manufacturer, which caused the unexpected delay.
Per Mr. ******** request, we have canceled the order for the second part. A refund in the amount of $64.17 was issued back to his card ending in 0254 on June 26, 2025. Please note that it may take ************************************************** his account, depending on his financial institution.
With this resolution in place, we consider this matter closed on our end.
We understand that Mr. ******* has experienced problems and frustration with Sears Parts Direct, and we sincerely apologize for any inconvenience this has caused him. We value our customers and strive to achieve their complete satisfaction, including the resolution of any complaints in a reasonable manner. Please do not hesitate to contact me at **************************************** if you have any further questions.
Sincerely,
****** ******
Regulatory Complaints Specialist
****************************************Initial Complaint
Date:06/24/2025
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.
Sears sent a serviceman to my home on 5-28-25 for repair of my oven.They were paid $129 for the diagnostic. I was told to order a control board which was the part needing replacement, F14 code error. I ordered the part, but decided to have someone else replace it (an electrical engineer). In the process of installation, oven still not working with old or new board. Then it was found that the board was never the problem, but the latch that locks the oven door. Engineer showed me the algorithm the repairman followed to end up with advising a new control board. Sears never explored any other options, but just guessed that when all else failed on algorithm, it must just be the board. So, new board, same old problem. Noone to call, only AI ******** or reschedule another repair and pay another fee.This must be the most ingenious underground business a once reputable company like Sears could do to customers. No personalized service, only AI. And when they cannot help, just nothing.Sending workmen with poor diagnostic skills to waste customer money and deceive. Still left having to fix the real problem and return a part that was never the problem. Shame on you Sears, you deserve a big zero! You do not even deserve the name you bear that once represented a standard.See link and attached F14 error algorithm:****************************************************************************************************************************************************Business Response
Date: 06/26/2025
***********************************
June 26, 2025
Customer Relations
**********************
************************************************************
*******, *******; 60611
Reference File # ******** *****-*** *********
Dear BBB Customer Relations;
We sincerely regret the inconvenience Ms. ********* experienced during her recent service with Sears.
To properly evaluate her concern and determine whether a misdiagnosis occurred, we respectfully request that Ms. ********* provide a copy of the receipt or service report from the third-party company she hired, along with documentation of their findings. Once received, we will conduct a thorough review of the case and consider the possibility of issuing a refund based on the new information.
If Ms. ********* has any questions or would like to submit the documentation directly, she is welcome to contact me at ****************************************.With this response, we kindly request that this file be closed. However, we will keep our internal file open and active pending Ms. ********** reply and documentation.
We understand that Ms. ********* has experienced problems and frustration with Sears, and we sincerely apologize for any inconvenience this has caused him. We value our customers and strive to achieve their complete satisfaction, including the resolution of any complaints in a reasonable manner. Please do not hesitate to contact me at **************************************** if you have any further questions.
Sincerely,
****** ******
Regulatory Complaints Specialist
****************************************Initial Complaint
Date:06/23/2025
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.
Non-repairable refrigerator under Sears Home Warranty. Sears determined it had to be replaced. Ten days after this determination, they allowed us $1,888.99 toward a new fridge, ordered from Sears. We ordered it on March 26, with delivery on June 2, 2025. It wasn't delivered, and on June 3, it showed a delivery date of June 20. Today is June 20, and, as of 4 am PDT, it shows a delivery date of July 2.Business Response
Date: 07/09/2025
July 9, 2025
Customer Relations
******* **********************
**************************************************************
***********************
Re: ******* *********
File Number 23495497
Dear BBB Customer Relations:
We have completed the investigation of Mr.********** ********* regarding the delay he encountered in having his replacement ******* refrigerator delivered.
Our records indicate that Mr. ********* has an active Sears Protect Home covering his refrigerator. He was authorized a replacement refrigerator on May 19, 2025 valued at $1888.99. He placed the order on May 26, 2025, however encountered delays in getting the refrigerator delivered. According to our records, Mr. ********* received delivery of his replacement refrigerator on July 8, 2025.
We have confirmed with the ****** delivery team the delivery is complete, we have closed our file.
We apologize for any problems or frustrations that Mr. ********* may have experienced. We appreciate the opportunity to address this matter.
Sincerely,
***** ********
Regulatory Complaints Specialist
********************************************************************************Customer Answer
Date: 07/10/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, I will confirm we did receive a refrigerator on July 8. If fulfills their obligation but does little to assure us of any hope of a timely response in case of another filing. Thank you, BBB, for bringing this to their attention. You may close out our complaint
Sincerely,
******* *********Initial Complaint
Date:06/19/2025
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.
Subject: Complaint Regarding Technician Cancellation and Miscommunication on Food Loss Claim Dear Sears Customer Service,I am writing to express my deep disappointment with the recent service experience regarding my refrigerator repair. As someone with health issues who relies on a properly functioning refrigerator to store essential medication, this situation has caused me significant stress and inconvenience.A few weeks ago, a technician came to service the refrigerator and defrosted it. At that time, I filed a food loss claim and showed the technician that all the food inside was completely frozen solid. After the service visit, we restocked the refrigerator with groceries, expecting the problem to be resolved.Unfortunately, the refrigerator began freezing up again. I was anticipating the technicians return as scheduled; however, when I called late in the afternoon to confirm the appointment, I was disappointed to learn that it had been rescheduled without my knowledge. When I called to address this, I was told that this was the only available opening and was reassured this situation would not happen again.I also informed the representative that I experienced additional food loss. She advised me not to worry, saying I could write to Agreement Benefits and submit another claim. However, when I contacted Master Protection, I was told I could not file another food loss claim because only one claim is allowed per incident.This is extremely disappointing and misleading. I believe I am entitled to additional compensation given the ongoing issues, miscommunication, and the direct impact on my health and household expenses.I respectfully request that this matter be reviewed and resolved fairly.Sincerely,***** *****Business Response
Date: 07/08/2025
July 8, 2025
Customer Relations
**********************
*********************************************>*******, *******; 60611
Re: ******** ***** *****
Dear BBB Customer Relations:
This letter will acknowledge receipt of the above referenced customers follow up complaint, which was referred to our office for response.This matter has been forwarded to the appropriate Sears unit for investigation to determine what monies, if any, is owed. Upon completion of our investigation, your office will receive a response to confirm resolution of the complaint. Please feel free to contact me if you have any further questions or concerns.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Ema C
Regulatory Specialist, Regulatory Complaints
imx integrated member experienceCustomer Answer
Date: 07/09/2025
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:06/18/2025
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.
system was only halfway fixed. Was told the temperature would drop in my home was repair was completed and it has stayed consistently at *****. Sears refused to come back repair immediately next day instead told me it would be two weeks until they could returnBusiness Response
Date: 06/27/2025
June 27, 2025
Customer Relations
******* **********************
**************************************************************
***********************
Re: **** ********
File Number 23487204
Dear BBB Customer Relations:
We have completed the investigation of Mr. ********* complaint regarding the repair he required for his ******* branded central AC unit.
We would like to clarify that we are not the manufacturer or the obligor of the manufacturers warranty on his Central AC unit. We are just the repair provider that Choice Home Warranty (CHW) contracted to provide repairs to his central AC unit so they could fulfill their warranty obligations. Any questions or requests regarding the warranty coverage, including requests for a different service provider, a replacement or even a refund, would need to be directed to the obligor of his warranty which in this case is Choice Home Warranty (CHW).
Upon receiving his complaint, we contacted the local service unit for assistance. Our record indicate a repair was completed on June 25,2025. The technician noted: No cool air coming from vents ~No cool air coming from vents Client Contacted -Additional repair declined.
We have confirmed with the technician that the repair order is closed complete, we have closed our file.
We apologize for any problems or frustrations that Mr. ******** may have experienced. We appreciate the opportunity to address this matter.
Sincerely,
***** ********
Regulatory Complaints Specialist
********************************************************************************Customer Answer
Date: 06/30/2025
Complaint: 23487204
I am rejecting this response because:The readings found by the repair technician were incorrect. It should not take two weeks for a company to come back out for a recall.
Sincerely,
**** ********Business Response
Date: 07/01/2025
July 1, 2025
Customer Relations
******* **********************
**************************************************************
***********************
Re: **** ********
File Number 23487204
Dear BBB Customer Relations:
We have completed the investigation of Mr. ********* rebuttal.
We would like to clarify that we are not the manufacturer or the obligor of the manufacturers warranty on his Central ** unit. We are just the repair provider that Choice Home Warranty (CHW) contracted to provide repairs to his central ** unit so they could fulfill their warranty obligations. Any questions or requests regarding the warranty coverage, including requests for a different service provider, a replacement or even a refund, would need to be directed to the obligor of his warranty which in this case is Choice Home Warranty (CHW).
According to our records, we were able to send a technician to Mr. ********* home on June 12, 2025, and the tech completed the repair and noted:Burnt wiring detected in control panel Burnt wiring detected in control panel ~Replaced/repaired damaged or corroded wire. A recall appointment was created on June 13, 2025, for the earliest available date on Wednesday, June 25, 2025 and a sooner date request was submitted, however, no sooner date was available. The tech completed the service on June 25, 2025.
Should Mr. ******** need further repair assistance for the ** unit, he will need to contact his warranty obligor Choice Home warranty and schedule a return visit.
We appreciate the opportunity to address this matter.
Sincerely,
***** ********
Regulatory Complaints Specialist
********************************************************************************Initial Complaint
Date:06/17/2025
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 are formally seeking reimbursement for expenses incurred due to the repeated failure of Sears Home Services to adequately repair our refrigerator, resulting in the purchase of a new unit and the loss of perishable food. Beginning with service order #******** on 11/2/24, multiple service attempts were madeincluding replacement of various components such as the defrost control, heater, damper assembly, thermostat, and evaporatoreach providing only temporary relief. Despite numerous service calls and our explicit requests for a replacement recommendation, Sears continued to pursue ineffective repairs, culminating in service order #********. A final diagnostic assessment on 3/11/25 confirmed the ongoing failure, yet no action toward replacement or restitution followed. After over three months with no resolution or communication, we were forced to independently purchase a new refrigerator. Sears Home Services has failed to honor their contractual obligation and has offered no compensation for our financial losses. We are therefore requesting full reimbursement for both the cost of the replacement refrigerator and the spoiled food items.Business Response
Date: 07/02/2025
July 2, 2025
Customer Relations
******* **********************
**************************************************************
***********************
Re: ****** & **** ******
File Number: 23482131
Dear BBB Customer Relations:
We have completed the investigation of ********************* complaint regarding their dissatisfaction with the multiple repair attempts they encountered while trying to have their Kenmore branded refrigerator repaired and their request for a refund of the replacement refrigerator and food loss.
Our records indicate that the Smalls have a Sears Protect Home Warranty covering their refrigerator and his current contract was canceled on April 2025. Upon reviewing their complaint and due to multiple services performed and the refrigerator still not working, a one-time exception was made and they were authorized a replacement refrigerator valued at $997.50 on June 19, 2025.However, they had already purchased a new refrigerator. We reviewed the purchase receipt for the refrigerator and as of June 27, 2025, a check request was submitted for the $997.50 they paid for the refrigerator they purchased. We would like to note that that this was an unauthorized replacement under the terms and conditions of their contract. Due to the delays, we authorized for an exception to be made as a one-time customer accommodation, so they could receive a check instead of a direct replacement refrigerator.
Regarding their request for food loss, the Smalls was informed that the Sears Protect Home Warranty plan doesn't cover food loss and since the plan was canceled, no other benefits can be provided. And as a customer courtesy, we authorized a replacement/cash reimbursement in lieu of a direct replacement refrigerator under the warranty. Accordingly, a check was issued in the amount of $997.50; they should receive this in approximately 1-3 weeks.
We apologize for any problems or frustrations that Mr.& Mrs. ****** may have experienced with Sears and we appreciate the opportunity to address this matter.
Sincerely,
***** ********
Regulatory Complaints Specialist
********************************************************************************Initial Complaint
Date:06/16/2025
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.
I scheduled to have my washer repaired. On two separate occasions, they canceled on me in the middle of the day. Mind you, each day had a NINE HOUR window where I had to be home. The second time, I had been assigned a technician, who then disappeared from my portal. I called the help line twice, who assured me they my issue was being forwarded to the dispatch center.Business Response
Date: 06/23/2025
Please see the attached responseInitial Complaint
Date:06/16/2025
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.
Sears ************ detected the problem with our ** refrigerator about 5 weeks ago and ordered a replacement part which was delivered the next day but it was the wrong part. The correct part was ordered and arrived 2 days later. We paid in full for the part and the service charge. Sears has failed to honor as many as 12 scheduled service dates and keeps moving the date forward without explanation! Our refrigerator has not been repaired several weeks later and we have not received an explanation.Business Response
Date: 06/23/2025
June 23, 2025
BBB Customer Relations
Better Business Bureau
330 North
Wabash Ave., Ste. #2006
Chicago,
IL 60611
Re: 23474329 – Arthur Andrew
Dear BBB Customer Relations,
After reviewing the complaint filed, we reached out to the
service unit to ensure the technician was on route. Service was completed June
20, 2025, with the technician replacing the fan motor. In the interim, since repair
has been completed, we have closed our file.
We appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concerns.
Sincerely,
Regulatory Complaint Specialist
TransformCoCustomer Answer
Date: 06/24/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23474329, and find that this resolution is satisfactory to me.
Sincerely,
Arthur Andrew
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