Business Profile

Department Stores

Transformco

Complaints

This profile includes complaints for Transformco's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

6,330 total complaints in the last 3 years.
2,405 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:07/11/2025
Type:Service or Repair Issues
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 6/3/2025 I prepaid Sears ************ $ ****** to repair my ** dryer based on their repair estimate. This included parts, labor and cleaning. The parts needed to be ordered and the technician would return once they were delivered to my house.On 6/11/2025 the repair was completed. My final invoice was $433.73. An overpayment of $192.42. The technician said a refund was due to the parts being less expensive than the estimate.On 6/12/25 I called the customer service number and filed a request for the overpayment to be refunded. I was told 3-5 business days but not to call back until 14 days had passed.On 7/2/2025 I called customer service to report I had not received the overpayment refund. First ***** told me to call the next day. I asked to speak to a manager and was connected to another service *****, this ***** then told me I had the wrong department and connected me to another customer service *****. This ***** said the request was still pending but it would be processed in 3-5 business days.7/11/2025 it has now been one month and my refund has not been processed. It seems the customer service *****s can not really help. They just say to wait another 3-5 business days. There is no way to speak to any one in management. Doing some research online the only way anyone has received a refund of an overpayment was to file a complaint with BBB.
Business Response
Date: 07/17/2025
***********************************

July 17, 2025

Customer Relations
**********************
************************************************************
*******, *******;60611

Complaint # ******** ******** ********

Dear BBB Customer Relations:

Thank you for the opportunity to respond to Ms. ********* concerns. We understand her frustration and have thoroughly reviewed the details she provided in her complaint.
Ms. ******** stated that she overpaid the technician, as her final invoice totaled $433.73, resulting in an overpayment of $192.42.
We confirm that a refund in the amount of $192.42 was issued back to her card ending in 1420 on July 14, 2025. Please note that the refund may take between 35 business days to be posted to her account, depending on her financial institution.With the refund processed and no further action required, we consider this matter resolved and our case closed.

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 Specialist
Customer Answer
Date: 07/18/2025

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:07/10/2025
Type:Service or Repair Issues
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 was charged ahead of time for refrigerator parts that ended up not being needed or used. No work was done on my refrigerator. I should only owe the service charge for coming out to my house ($129) I need to be refunded to ($620)
Business Response
Date: 07/14/2025

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

July 14, 2025

Customer Relations
**********************
************************************************************
*******, *******;60611

Re: # ******** ****** *********

Dear BBB Customer Relations;

We have completed our investigation regarding Mr. ********** complaint about the delay in the refund for the parts that were not use for the repairs to his refrigerator.
While we understand Mr. ********* dissatisfaction, our records indicate that he initiated a chargeback with his credit card company. In order to proceed with any refunds, Mr. ********* is required to provide documentation showing that the chargeback has been reversed, as it has not been reflected on our end. Once this proof of reversal is provided, we will review the matter and move forward with honoring any refund that may be due.
We respectfully request that this case be closed on your end, while we will keep our file open pending the necessary documentation from ******************** he have any questions or need assistance, he can reach out directly to me at ****************************************.
We apologize for any problems or frustrations that Mr. ********* have experienced with Sears. We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints. Please feel free to contact me at **************************************** if you have any further questions.

Sincerely,

****** ******
Regulatory Complaints Specialist
Customer Answer
Date: 07/16/2025

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:07/08/2025
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.
In April of 2025 I had a repair man tell me I need a control panel for my dishwasher. He said he would order it and I never heard back. I made another appointment, on May 12th, that repair man ordered it and also made me an appointment for June 9th for the repair, on that day my parts were sent out ,according to the date on the packaging. I received the parts and made an appointment for June 23 2025 ,I was not visited by the repair man ,I called they.told me their server was not working call back . I made another appointment for July ****** ,I called the voice said I was on the list at 1-5pm. Nobody showed up .I called the voice said I was rescheduled for July 10 ***** between 1&5 . I had to call again and reschedule for July 12 *****
Business Response
Date: 07/14/2025
Please see the attached response.
Initial Complaint
Date:07/04/2025
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.
I purchased an appliance warranty one year ago, 6/19/2024. After a dozen visits by this company to repair my appliance, they deemed the appliance unrepairable. The warranty clearly states if they cannot repair the appliance they will replace it with a similar product. I placed a service call on June 9 for service and made an appointment for June 13, they were unable to keep the appointment and rescheduled for June 20th. on June 19th the 12 month warranty expired. On June 20th the technician came to my house and deemed the refrigerator unrepairable. I have called the company to request fulfillment of the warranty but was told since the warranty had expired they will not provide a replacement.
Business Response
Date: 07/15/2025
July 15, 2025

Customer Relations
******* **********************
**************************************************************
***********************

Re: ***** *******
       File Number 23557228

Dear BBB Customer Relations:

We have completed the investigation of Mr. ************** complaint regarding the delay he encountered in attempting to have his Whirlpool branded refrigerator repaired.

Our records indicate that Mr. ******* has a Sears Protect Home Warranty. The technician   deemed the refrigerator unrepairable due to an unrepairable sealed system. On July, ********** was authorized to receive a replacement refrigerator valued at $2110.00. An email with the authorization code was sent to him for online selection and purchase.
In the interim, since we have provided ********** with a resolution, we have closed our file.

We apologize for any problems or frustrations that Mr. ******* may have experienced with Sears and we appreciate the opportunity to address this matter.

Sincerely,

***** ********
Regulatory Complaints Specialist
********************************************************************************
Initial Complaint
Date:07/03/2025
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.
**** home warranty did some work on my house for plumbing. I paid them $820. They were supposed to reimburse me but they have notyet and Im not satisfied with the outcome that they given me I had to find my own plumber, which was their job I did and I did everything they told me to, but theyre giving me the ************
Business Response
Date: 07/15/2025
July 15, 2025

Customer Relations
******* **********************
************************************************************
*******, *******; 60611

Re: #******** ********* *****
Dear BBB Customer Relations:
We have completed the investigation of Ms. ****** complaint regarding her dissatisfaction with her Sears Home Warranty plan.
In order to investigate and respond, we had to reach out to Cinch Home Services. In case Ms. ***** was unaware, her Sears Home Warranty is issued and administered by HomeSure Services, **** ************************, HomeSure Protection of ****************, or HomeSure of **************, depending on the state she lives in. All of those variations though are subsidiaries of Cinch Home Services, and Cinch provides the customer support when any customer calls into the ********************** Home Warranty line. Since Ms. ****** complaint strictly involved the administration of her contract and we have no control over that, we reached out to Cinch so that they could explain their position regarding Ms. ****** complaint and any details of any resolution they provided. We received the following response from ****** on their Escalated Customer Support Team:
Reviewed customer paid invoice which is attached to service bench. The warranty addresses the plumbing stoppages as well as waste and overflow that is leaking. The repair was done. Customer deductible was waived.Processing reimbursement to customer for $802.50. Called customer and advised her of a full refund and she was very happy.
We apologize for any problems or frustrations that Ms. ***** may have experienced with Sears or with our business partners like Cinch Home Services. 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 **************************************************************************.

**** ******
Regulatory Complaints Specialist
*********************;
Initial Complaint
Date:07/03/2025
Type:Service or Repair Issues
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.
Repairs on my washing machine was from 8/2024.Repairman orders parts and changes the part. Still making noises, called again, then some other part is ordered. Also, I take off from work several times and I get a message, that the appointment has *** rescheduled. I asked the *** if they will pay me for loss time from work, since it has happened more than once.I have another appointment on 7/16/2025, another part has been ordered.This is going around in a circle for repairs. Another day I have to take off from ******* extended warranty will be ending soon. I was told that the parts that were ordered were covered. In the meantime, if it happens after the warranty, I have to pay for the repairs. I don't want to extend my warranty with them. I think that it is about time they ***lace the machine.
Business Response
Date: 07/14/2025
July 14, 2025

Customer Relations
******* **********************
**************************************************************
***********************

Re: ****** ********
       File Number 23553696

Dear BBB Customer Relations:

We have completed the investigation of Ms. ********** complaint regarding the delay she encountered in attempting to have her Frigidaire branded laundry center repaired.

Our records indicate that Ms. ******** has a Master Protection Agreement covering her laundry center. Due to multiple repair attempts, Ms. ******** was authorized to receive a replacement laundry center valued at $1348.99 on July 9, 2025. Since we are unable to provide direct replacements in ******, Ms. ********* was authorized to receive a check in lieu of a direct replacement laundry center.   A check for $1557.99 (this includes basic install and delivery) was issued to Ms. ********* she should receive the within 3 weeks.

In the interim, since we have provided Ms. ******** with a resolution, we have closed our file.

We apologize for any problems or frustrations that Ms. ******** may have experienced with Sears and we appreciate the opportunity to address this matter.

Sincerely,

***** ********
Regulatory Complaints Specialist
********************************************************************************
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. The problem has been resolved. I have received a check to replace the Washer/dryer combo.

Thank You,

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

Sincerely,

****** ********
Initial Complaint
Date:07/03/2025
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.
The Kenmore Elite refrigerator has been giving problems since July 2024. Finally in April 2025 it finally Stop working. All this time I have been calling for repairs, We are July 2025 no repairs have been done. Parts were ordered, Parts were damaged during transport, Technicians rescheduling appointments, Sears customer service not following up by not making notes every time we spoke, At one point no reorders were made. I requested a replacement it was denied. I finally had to buy a smaller fridge because i got tired of buying ice and coolers to keep the food fresh. i have 2 homes and all the appliances are from Sears. I no longer have the faith in this company that i had 50yrs ago when I started being a Sears customer. My husband is a disable veteran.
Business Response
Date: 07/09/2025
July 9, 2025

Customer Relations
******* **********************
**************************************************************
**********************

Re: *** *****
      File Number 23550905

Dear BBB Customer Relations:

We have completed the investigation of Ms. ****** complaint regarding the repair she required for her Kenmore Elite branded refrigerator. We would like to note that prior to filing a complaint with the Better Business Bureau, Ms. ***** filed a complaint with the ***************************** & ************ of Consumer Protection for the same complaint.

Upon receiving Ms. ****** complaint, we contacted the local service unit for assistance. Our record indicate that the refrigerator repair was completed on July 8, 2025. The technician noted: Power on, but no cooling in both compartments. Verified power supply and outlet voltage. Replaced compressor.

Since we have confirmed with the technician that the repair is complete, 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
********************************************************************************
Customer Answer
Date: 07/11/2025

Complaint: 23550905

I am rejecting this response because: It has taken Sears repair more than 2 months for them to repair the Elite Refrigerator. Also I was approved for food loss in April which as of today I have not received it. I also had to buy a small refrigerator to compensate for the one the one that was broken. who is going to reimburse me for that. I could have rented one from Sears but the way they are handling there business I could not trust them to ensure that I would receive one in time. Technicians came and went without providing me satisfaction I lost more food then their purpose amount. My husband and I are retired. My husband is disable veteran. Living on pension doesn't give the us the ability to spend money unnecessarily. Between Protection Agreement customer service and the ********************** technician incompetence. The reason I purchase Protection Agreement was to be sure that the products were repaired in a timely manner. In all the years that I have been a Sears customer never encountered this problem. The technician who order the Ice maker, never set up an appointment to install it. Sears never did an appointment either even though I call to make one and to this date no one has installed it. Every Technician who came said it was not for them to do. I believe that one technician had said that when he came in June the refrigerator was full of ice, so he could not install it. The refrigerator was not working since April, how is it possible when he came in June the refrigerator would be full of ice. this is the issue with Sears and the technicians, They lie to cover themselves and protect their jobs. But that does not help me. My Stress level has gone through the roof with this issue. Now I have to wonder if any of the other appliances i have would result in the same fashion, because all of them are from Sears.
Sincerely,

*** *****
Business Response
Date: 07/14/2025
July 14, 2025

Customer Relations
******* **********************
**************************************************************
***********************

Re: *** *****
      File Number 23550905

Dear BBB Customer Relations:

We have completed the investigation of Ms. ****** rebuttal.

Upon receiving Ms. ****** email regarding her food loss check she has not received from Aprils claim, we responded to her as of today, July 14, 2025 and advised that we have checked with the warranty team and the $300 food loss check that was approved on May 5, 2025, per claim# ******,check # ******* was submitted for reissued on June 16, 2025, to be mailed to the mailing address of *************************************************************************** ****** request, with an estimated arrival within 21 business days. If she do not receive the check within a week or 2, she can email me at the address below and we can contact the warranty team.
We appreciate the opportunity to address this matter.

Sincerely,
***** ********
Regulatory Complaints Specialist
********************************************************************************
Initial Complaint
Date:07/01/2025
Type:Product 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.
Placed a call to have refrigerator looked at. Repair guy came out and unfortunately was unable to repair that day but they did reschedule another day to repair the fridge. Fast forward to the repair day. The repair man said that he was unable to fix the fridge and that we either could run the fridge we have as is (without ice/water dispenser working) or we could look at a new fridge.We are running the fridge currently with no water/ice dispenser When we paid for the service back in March, we also signed up for a yearly repairman service that I quickly cancelled within 30 days, so I wasn't charged. Good choice as they are unreliable Both repairmen were both very nice and explained things. My issue is with trying to get my refund for the service I paid for but did not receive due to the issue unable to be fixed. The repair man told us that we should see the refund typically about 21 days So, I called on 4/30 which was well over the 21 days to follow up. I was told that it was still pending. Told try in 21 days again. Was told would be refunded by 5/13. At this time my fianc told them that the card on file has been deactivated and inquired how we would see the refund. She was told don't worry about it you will see the refund I called on 6/26 inquiring what the deal was since it's been over 4 months since service. I was told it was still pending. I asked how we would see the refund and was told it would go back to the card on file It's been over 4 months. We have called 4-5 times. No one is taking notes of our conversations. They don't even have a way to refund me and keep telling me to wait 21 days to kick the can down the road.Everything is borderline automated these days. I just want the refund so I can go on my way
Business Response
Date: 07/22/2025
July 22, 2025

Customer Relations
**********************
***********************************************************************************

Re: 23544161 **** *****

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 experience
Initial Complaint
Date:06/30/2025
Type:Product 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 have a ******* top-loading washer with a broken door. We searched online for a replacement and found one on the Sears website, which was the only place it was listed as "in stock." After we ordered, it was not delivered within the stated time-frame, so we called and were told that the item was not actually in stock, no one had bothered to reach out to tell us, and they were just keeping our money with the hope that they would be able to get one for us at some undetermined time in the future. We asked for a cancellation, which they agreed to give, but that refund never came. We have now called back repeatedly to be told that the last person "didn't cancel it properly" and our refund is in limbo. Given how this was handled, we strongly suspect that this practice is on purpose - falsely advertise an item as "in stock" and try to hold on to the money as long as possible (perhaps collecting interest on it?) before giving it back or hoping the customer forgets to ask for a refund. This is wildly unethical at worst, and exceptionally disorganized at best.
Business Response
Date: 07/16/2025
***********************************

July 16, 2025

Customer Relations
**********************
************************************************************
*******, *******;60611

Re: # ******** - ********* ******

Dear BBB Customer Relations:

Our escalation team has attempted to contact Ms. ****** regarding her Parts Direct Order C182716; however, our calls have not been answered, and her voicemail is currently unavailable.
We would like to inform Ms. ****** that her order has been canceled. The refund is being processed through her dispute case. Per the order notes, the chargeback has been accepted, and no further action is needed on our end at this time. We appreciate the opportunity to address this matter, with that been said, we have closed our file.
We sincerely apologize for any inconvenience or frustration Ms. ****** may have experienced. At Sears, we value our customers and are committed to providing satisfactory service and addressing any issues that arise. We value our customers and strive for their complete satisfaction, including a reasonable resolution of any complaints. Please get in touch with me at ****************************************************************************** if you have any further questions.

Sincerely,

****** ******
Regulatory Complaints Specialist
Initial Complaint
Date:06/30/2025
Type:Order 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 have an electric water heater on a 12 years warranty buy at Sears warranty under *******,the water heater stop working have to call Sears for a thecnitian visit to be check and diagnosis wich come out non reparable need to be change, Kenmore send me and email on May ****** letting me know they don't have the water heater available and they will pay $799.00 for a new one I need to buy the water heater and Kenmore will refund me the money they , will issue the check for the amount of $779.00 instead of $799.00 on May 13 and will take up to 21 days to arrive which never arrive at this time they send me another email on June ****** they need to research with the bank about the check that dont arrive by mail, on June ******* send me another email that they issue a check for $779.00 and need to allow up to 21 more days to get the check by mail, they havent answer my emails to explain me why they change the amount of the refund when was authorize for $799.00 the phone number they provide no way to get in contact and still stock with the refund
Business Response
Date: 07/21/2025

July 21, 2025

Better Business Bureau
Customer Relations
************************************************************
*******, *******; 60611

Reference File # ******** ***** *******

Dear BBB Customer Relations:

We have completed the investigation of Mr. ******** complaint regarding his dissatisfaction that he has not received the reimbursement check for the water heater.

We reviewed the case notes and confirmed that on May 7, 2025 Mr. ******* was authorized reimbursement for the purchase of a replacement water heater. On May 13, 2025 we received a copy of the invoice for the replacement unit, and we issued Mr. ******* a check in the amount of $779.00; check #*******. ***************** reported that he did not receive the check, we submitted a check research, and received confirmation that the check has not been cashed. Therefore, we submitted a request to have the check cancelled and have reissued the reimbursement on check #******* on July 17, 2025. Mr. ******* should receive the check within 7 21 business days. With that being said, since our agreement with the Better Business Bureau restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarranted. If Mr. ******** issue is not resolved to his satisfaction, he can reopen it later even if the Better Business Bureau has closed it as resolved. We respectfully ask to have this matter closed at this time.

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

Customer Answer
Date: 07/22/2025

Complaint: 23530455

I am rejecting this response because:
As July ******* I havent receive my refund check of $779.00 only an email promise to wait 72 hrs. on July ******* to let me know a resolution for my situation.

Sincerely,

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

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