Business Profile

Department Stores

Transformco

Headquarters

Complaints

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

Customer Complaints Summary

6,288 total complaints in the last 3 years.
2,207 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:03/08/2023
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.
Bought A New Upright Freezer Online SEARS. I contacted them about air leaking thru the door. Ice is all over the top and side of the freezer. The tech Came out on 2-21-23 Said it would have to be replaced. Also that he has had lots of problems with this pictular freezer. I called sears they give me the run around the tech said he put the order in for the replacement but has no idea when it will come. When he was out here he said 7 to 10 days. The warranty will expire on 5-3-23
Business Response
Date: 04/11/2023
April 11, 2023

BBB Customer Relations
**********************
******************************************* #****
*******, ** 60611

Re: *********************
Complaint ID: ********

We have completed the investigations of Ms. ******** complaint and his dissatisfaction that the freezer had failed to soon and it was not repaired in a timely manner.

First, we would like to apologize for any inconveniences or frustration Ms. ******** may have experienced in this matter. The satisfaction of our members and customers is our top priority. We do not take these matters lightly and we sincerely regret any difficulty she may have experienced as a result of this issue. Upon receipt of her complaint, we discovered the freezer had been approved for a replacement under the manufacture warranty.Unfortunately, it was not put in to replacement and we apologize for the oversight. We completed the replacement process and set up a delivery for the same freezer and expected to be delivered on May 3rd. We sent her email at ***************** and provided her with the replacement information and delivery date. Since, it was our understanding the replacement freezer resolved her complaint we ask to have this matter close.

Again, we apologize for any problems or frustrations that ****************** may have experienced with Sears. We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints or problems whenever possible. If you have any further questions, you may contact me directly via email.

Sincerely,

***********************
Regulatory Complaints Specialist
Email: ******************************************************************************
Initial Complaint
Date:03/08/2023
Type:Customer Service 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.
My stove is leaking gas and giving off excessive high levels of carbon monoxide and has been disconnected by peoples gas on Feb 9 of 2023.
Business Response
Date: 04/10/2023
April 10, 2023

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

Re: ******** ***********************

Dear BBB Customer Relations:

We have completed the investigation of Ms. ******* complaint regarding her concerns that her stove is leaking gas.

After reviewing Ms.******* ********** we contacted customer service and were informed that since we do not have a local installer in Ms. ******* area of residence, a check was mailed out on April 05, 2023 since her range was replaced under her Master Protection Agreement. It is our hope that Ms. ******* range will provide her with long term satisfaction. At this time, we have closed our files.

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

Sincerely,

Regulatory Specialist,Regulatory Complaints
Transformco LLC
imx integrated member experience
Initial Complaint
Date:03/08/2023
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.
On Jan 11, 2023, *********************** sold ** a KitchenAid range for $2**4.00, claiming it was brand new. She did not give me a receipt, saying it owuld be presented to us on delivery. On Jan 17, 2023, the deliveryman knew nothing about the receipt. Upon contacting KitchenAid, the range was manufactured in 2015. ********* has never sent a receipt and doesn&#**;t retur our calls. The range needed some repairs which we had to pay for.
Business Response
Date: 04/10/2023

April 10, 2023

Better Business Bureau
Customer Relations
******************************************* #****
*******, ** *****

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

Dear BBB Customer Relations:

We have completed the investigation of Mr. and Mrs. ******** complaint regarding their dissatisfaction that the Kitchenaide range purchased at the Hometown Store failed too soon.

We would like to note that the salescheck number that ****************** provided confirms that the range was purchased at a closing HomeTown store and during their liquidation sale. As clarification, during a liquidation sale, all items are sold as is, and all sales are final. Since the purchase came from a HomeTown store, and they have filed for bankruptcy and ceased all operations. They are a separate entity from Transformco and from a sales standpoint, we have no obligation regarding any sale made from them. Transform has no connection with or liability for the purchase that the Chapmans made from the HomeTown store. We are providing a link to the official HomeTown Store clerk and docket for their bankruptcy filing; ********************************************************. We suggest that they reach out to the bankruptcy court for additional information. With that being said, since we have explained why we are not the responsible party for issuing the Chapmans a refund and in fact have no way to issue a refund from that business, but we have directed them to the only contact that *** be able to issue a refund of some kind, we have closed our file.

We apologize for any problems or frustrations that Mr. and ******************* *** have experienced. 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 *** contact me at **************.

Sincerely,

***************************
Regulatory Complaints Specialist
Initial Complaint
Date:03/08/2023
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 installed an ** Washing Machine in my home on 3-4-23 under the protection agreement I have had for 14 years. It immediately failed and flooded my kitchen. The overseas Sears Reps are annoyed with me, because they want me to buy additional protection agreements and I told them I won't do it until they fix the situation with the **. Even though the Sears Rep in the US agreed to exchange it for another washing machine on the evening of 3-4-23, the overseas reps are refusing to take the ** washing machine back. I called ** for a resolution, but the overseas Sears Reps told them not to cooperate with me and machine back. Sears is forcing me to keep the defective machine and they have accused me of criminal fraud for accepting a replacement of my 14 year old Kenmore that Sears agreed to replace on their own. This is the first benefit I have received from Sears in 14 years. The overseas Sears reps *** say they want to inspect the Kenmore, but Sears hauled it to the dump on 3-4-23 and won't return it to me. If the overseas Sears Reps are going to accuse me of criminal fraud they should file a criminal complaint with the *** or the state I live in and not merely hurl accusations at me. I am a cancer survivor and the stress from this situation could cause my cancer to reoccur. I do not want to be forced to keep a defective machine and to wait until 3-21-23 for a repair that will surely leak again. When the Sears delivery men took the ** off their truck and put it in my garage on 3-2-23, they jerked the ** violently. I believe this is when the damage occurred that flooded my kitchen. I''m not sure that the leak is the fault of the manufacturer - **
Business Response
Date: 04/10/2023
April 10, 2023

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

Re: ******** *********************

Dear BBB Customer Relations:

We have completed the investigation of ************** complaint regarding the recent delivery of her in warranty replacement.

After reviewing Ms. *************** we contacted customer service to archive the order in question.
Once completed, we were able to determine that on April 05, 2023 a service call was completed to install a filter lid. Once this was completed, the service technician determined that the washer was in working order. Based off the aforementioned, we have closed our files.

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

Sincerely,

Regulatory Specialist,Regulatory Complaints
Transformco LLC
imx integrated member experience
Initial Complaint
Date:03/07/2023
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 bought a refrigerator from sears. Paid $3000.00 for it, about 6 years ago. The thing drops dead last year6/22.Contacted Sears they charge me $169.00 to come out and inspect the fridge. **** told it need a motor and a compressor and another part which would amount $761.52 included the service call fee. I ordered it thru sears original parts on 6/21/22 the part came. On 6/29/22 the install the new parts, and warrant it for 90 days, however I did not buy extra warranty because I just change out the entire stomach of the fridge with their original parts. However, 8/9 they had to come back to repair it because it wasn't working properly. On 2/15 the thing drop dead again now it needs a new compressor again I had to pay another $169.40 all my food I had to throw away now they won't reimburse me, and their original parts was no good if it only lasts for 90 days. **** told that they would give me back the $594.12 that I paid for the compressor and motor but now they claim that I didn't buy the extra warranty, how could I if the parts are brand new and it didn't even last that means that the parts, they are selling is no good and it's a scam, so you buy warranty. It should be original sears parts how can the part that is brand new original dies within 6 months. Had to buy a new refrigerator all I need is the money I paid for the part that wasn't good.
Business Response
Date: 04/11/2023
April 11, 2023

Customer Relations
**********************
******************************************* #****
*******, ** 60611

Re: # 1919550852 ***********************************

COVID-19 Impacts: Due to the ongoing COVID -19 pandemic, we are experiencing longer than normal response times to work with a representative. We have been impacted by the global supply chain shortage which has caused delays in processing concessions and benefits. The pandemic has also impacted repair services, availability of parts, and delivery of replacement products. We apologize for any delays and inconveniences resulting from this pandemic. We are doing our very best to provide the services as safely and quickly as possible. We appreciate your patience.

Dear BBB Customer Relations;

Dear ******************** Customer Relations,

We have not completed the investigation of Ms. ********** complaint regarding the refrigerator and his dissatisfaction that it was not repaired in a timely manner. We ask for additional time.
First, we would like to apologize for any inconveniences or frustration Ms. ********** may have experienced in this matter. The satisfaction of our members and customers is our top priority. We value ********************** as a loyal customer and we regret the delay in resolving this issue.. For further checking, we have reach out to our service unit on regards of ********************** complaint and we are pending response at this time. Since, BBB give ** limited time to provide a response to the complaint, we ask to have this matter close. We will reach out to ********************** with an update regarding her complaint.
Again, we apologize for any problems or frustrations that ********************** may have experienced with Sears. We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints or problems whenever possible. If you have any further questions, you may contact me directly via email at ******************************************

Sincerely,

*************************
Regulatory Complaints Specialist

Customer Answer
Date: 04/14/2023

Complaint: 19550852

I am rejecting this response because:To date Sears has not responded or reached out Ive been calling on numerous occasions.Every day its a different response no one wants to take responsibility for their defaulty products.this has been going on for three months now without any answer,Iwill appreciate BBB to continue to pursue this matter on my behalf thank you.

Sincerely,

***********************************
Business Response
Date: 04/26/2023
Transform SR ******* ********** LLC

April 26, 2023

Customer Relations
**********************
******************************************* #****
*******, ** 60611

Re: # 1919550852 ***********************************

COVID-19 Impacts: Due to the ongoing COVID -19 pandemic, we are experiencing longer than normal response times to work with a representative. We have been impacted by the global supply chain shortage which has caused delays in processing concessions and benefits. The pandemic has also impacted repair services, availability of parts, and delivery of replacement products. We apologize for any delays and inconveniences resulting from this pandemic. We are doing our very best to provide the services as safely and quickly as possible. We appreciate your patience.

Dear BBB Customer Relations;

We have not completed the investigation of Ms. ***************;complaint regarding the refrigerator and his dissatisfaction that it was not repaired in a timely manner. We ask for additional time.
After receiving ********************** rebuttal, we have contacted ********************** and we have discussed the issues with the repairs being not successful and the need of a new compressor again. First, we would like to apologize for any inconveniences or frustration Ms. ********** may have experienced in this matter.
We have submitted a request for a refund for $424.72 as a courtesy back to her credit card, for service order ******** and also, we processed a check for the trip charges of $169.40 on order ********. Please be aware that the refund for the service can take 3 to 5 business days to be posted to her credit card account, and the check can take 2 to 3 weeks to arrive at her address. With that being said, we have closed our file.
Again, we apologize for any problems or frustrations that ********************** may have experienced with Sears. We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints or problems whenever possible. If you have any further questions, you may contact me directly via email at **************************************** .

Sincerely,

*************************
Regulatory Complaints Specialist

Customer Answer
Date: 05/02/2023

Complaint: 19550852

I am rejecting this response because:
I spoke to a lady **** ****** on 4/26/23 .She expressed that I will be getting a refund for $424.72 thats been processed on my account.I called the card billing department to see if a refund is being processed today 5/2/23 and is pending and its not processed in the system.She even said that she is mailing out the balance of$169.96 check but that *** take a couple of days to process.but if the account isnt processed in the system I dont know if I can trust them at this time thank you for your time in helping me with this process.
Sincerely,

***********************************
Business Response
Date: 05/04/2023
Transform SR ******* ********** LLC

May 4, 2023

Customer Relations
**********************
******************************************* #****
*******, ** 60611

Re: # 1919550852 ***********************************

COVID-19 Impacts: Due to the ongoing COVID -19 pandemic, we are experiencing longer than normal response times to work with a representative. We have been impacted by the global supply chain shortage which has caused delays in processing concessions and benefits. The pandemic has also impacted repair services, availability of parts, and delivery of replacement products. We apologize for any delays and inconveniences resulting from this pandemic. We are doing our very best to provide the services as safely and quickly as possible. We appreciate your patience.

Dear BBB Customer Relations;

We have not completed the investigation of Ms. ***************;complaint regarding the refrigerator and his dissatisfaction that it was not repaired in a timely manner. We ask for additional time.
After receiving ********************** rebuttal, we have contacted ********************* and we have discussed the issues with the repairs being not successful and the need of a new compressor again. First, we would like to apologize for any inconveniences or frustration Ms. ********** may have experienced in this matter.
After receiving Ms. ********** rebuttal, we have reviewed her account, and all the refunds have been processed. For the credit card, it normally takes 3 to 5 business days for the credit to be posted on her account ( not including weekends) Also, the check takes 2 to 3 weeks to arrive at her address. We have fulfilled our responsibility in issuing all the refunds at this time as promised. With that being said, we have closed our file.
Again, we apologize for any problems or frustrations that ********************** may have experienced with Sears. We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints or problems whenever possible. If you have any further questions, you may contact me directly via email at **************************************** .

Sincerely,

*************************
Regulatory Complaints Specialist

Customer Answer
Date: 05/13/2023

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,

***********************************
Customer Answer
Date: 06/29/2023

Good afternoon this case was opened in early may between Sears and myself.Thanks to you the case was resolved I received my money back.now Sears put back $442.00 on my statement and reversed the payment that was put back on my card for the faulty refrigerator motor and compressor.I need your help I tried reaching out with email to ************************* but the emails no going through.thanks for your help.
Initial Complaint
Date:03/07/2023
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.
I have a "Sears Protection Agreement" contract with Sears Home Services for my washer. On Feb 7, SHS sent a contracted appliance repairman to do maintenance on my Kenmore washer. Since then I've had numerous calls with SHS representatives by phone. The core of my complaint is that they've NEVER gotten back in touch with me; they say things will be resolved in one way or another in X days, and after that time, I hear nothing, so I call. Often the representative seems to have no knowledge other than that there is a maintenance call scheduled for 7 Feb - which has long past. I've been told that the parts for my machine aren't available several times over the intervening weeks, and they'll get back to me about a replacement. When I call again, they've no record of this and I'll have to wait to see if they can find parts in Y business days. On 28 Feb I was told that a claim for a replacement was being sent and a claim number was given to me (******). On 6 March I was told that the claim ****** was to reimburse me for my laundromat visits, not replace the machine, that had been rejected because no service order was open for my machine. The correct "procedure" had not been followed and the agent I was talking to would escalate my case, and he gave me a case number to track it (*******). I called on 7 March to track progress on *******, and was told this was involving my laundromat reimbursement claim, not replacing the machine, and there was no open service ticket. I was forwarded to the "overflow" team who told me that it was definitive that on 28 Feb my washer was determined irreparable because there were no parts. NOW I have a new "service task #" ******** and the "offline team" will get in touch with me about what SHS is going to do about a replacement. They also like to fault their contractor for reporting the service needed. However, the contractor sent a parts list to SHS on 9 Feb. On 14 Feb phone call with "overflow" SHS confirmed they had the list.
Business Response
Date: 04/07/2023
April 7, 2023

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

Re: ******** ***********************************

Dear BBB Customer Relations:

We have completed the investigation of Mr. *********** complaint regarding the delay in receiving her purchase agreement replacement.

We would first like to apologize that Mr. *********** washer failed to meet his expectations of longevity. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer.
After reviewing Mr. *********** complaint and our records, we contacted customer service and were informed that based off the previous service repair, a replacement was authorized. Records show that there is a pending delivery that is scheduled for April 21, 2023.Based off the aforementioned, we have closed our files.

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

Sincerely,

Regulatory Specialist,Regulatory Complaints
Transformco LLC
imx integrated member experience

Customer Answer
Date: 04/10/2023

Complaint: 19553745

I am rejecting this response because:
They'll have taken total of 7 weeks before I'll have a replacement washing machine. The only response I ever got was from AFTER many phone calls and a final resolution - after I refused to wait another 7 to 10 business days after 5 weeks of this nonsense and got forwarded to the "replacement team". Otherwise, without those phone calls I'm reasonably confident that I'd still be waiting for a response.
Even in the end, they were giving me a 730 dollar washer that no longer exists, and when I found (notice I, me found) a replacement washer, the lowest cost then available, it was 749 - and they wanted me to pay the difference between their non-existant washer, and the lowest cost one available to them. I refused - the deal is to replace my washer, not for me to pay ANYTHING in the process.
In the interim, I've been to the Laundromat 4 times, at a cost of about $30 per trip, for which they've re-embursed me a total of $50. Given the run arounds I got, I'd appreciate an apology that it taken weeks after it was apparent the replacement parts were no longer available before I finally wrangled out this final deal. And it would be nice to get another check to make up for the difference between the $120 I spent at the laundromat while they wasted my time chasing them on the phone, and the $50 they've given me so far.
Note, I still don't have a washer, so I really hope they deliver and correctly install the machine they've promised in prefect working order, as currently scheduled. I'm not holding my breath.
Sincerely,

***********************************
Business Response
Date: 04/17/2023
April 17, 2023

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

Re: ******** ***********************************

Dear BBB Customer Relations:

We have completed the investigation of Mr. *********** rebuttal to the ******** we previously sent.

After reviewing Mr.*********** ******** , unfortunately, we are not always able to arrive at a resolution that would meet with a consumers complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to ****** As stated previously, we do not have empowerment over the manufacture with orders,productivity and freight shipping. We apologize and appreciate our valued customers patience. Based off the aforementioned, we have closed our files.

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

Sincerely,

Regulatory Specialist,Regulatory Complaints
Transformco LLC
imx integrated member experience
Initial Complaint
Date:03/07/2023
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.
Our washer quit working and we had it since July 2022. We called them and told them it quit working and needed someone to come out and fix it for us. I called one number that was incorrect and called another number, they cancelled the first call and wouldn&#**;t come out. So then I called the correct number and they rescheduled the call to come out and then, *****, came out and worked on it and it worked but it was loud. ***** said it will work for a while but not very long. She said to call her if it stops, it lasted two weeks and stopped again. So we put in another call and ***** came back out and she ordered a whole bunch of parts. We have the paperwork, the parts all came to our house. She said to wait for six pieces and call and she would come back out and put them in. In the meantime, it was H32373435343230**3134H Home Warranty, somewhere in between there Cinch bought it. ***** was having problems with her boss and she came in after hours to help us. I was having back problems and had to take my laundry in to do it. She finally got all of the pieces put in, the machine was noisy and she tried to fix it. She said we will tell them you need a new washer. She said they told us to go get a new washer and they would give us an e-check to cover the old washer. We had to put the cost of the new washer on our credit card. We were supposed to wait to here something in 3 days or 7 days. I called and asked to speak to a manager and no call back from them. On Dec. 16 a guy called and said it had to be reviewed and that we would definitely hear something in 7 - 10 business days and this was on 12-16-22. It never happened.
Business Response
Date: 04/10/2023
BBB Customer Relations
**********************
******************************************* #****
*******, ** 60611

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

Dear BBB Customer Relations:

Before going further, we do want to note that due to the ongoing COVID-19 pandemic, we are experiencing longer than normal response times to work with a representative. We have been impacted by the global supply chain shortage which has caused delays in processing concessions and benefits. The pandemic has also impacted repair services, availability of parts, and delivery of replacement products. We apologize for any delays and inconveniences resulting from this pandemic. We are doing our very best to provide the services as safely and quickly as possible including our responses to complaints such as those filed with the BBB. We appreciate everyones patience.

We do sell the Sears branded Sears Home Warranty (***) to our customers and we believe it presents a great value to them as well as an alternative choice to the product specific protection agreement coverage we have carried for years and that we also continue to sell. Sometimes as part of our sale of the **** we might have a promotion that will discount the service on a non-working appliance in exchange for purchasing the *** for at least a period of time that would cost equal to the discount provided (usually a maximum discount of $150.00). If the contract is canceled before at least the discounted amount is collected in the form of monthly charges, even when no other service is used, then the promotion is invalidated and the full amount of the repair is due.

Once the coverage becomes active though 30 days after purchase, and we would note that items are expected to be in good working order at the onset of coverage and if they are not, it could be considered to have a pre-existing condition that could cause it to not be covered, we are no longer involved with the contract.The actual *** contract is issued, administered, and the obligor is listed to be, different entities dependent on the state where issued; but all are subsidiaries of Cinch Home Services. When the *** number is called, it is their customer service that is dispatching service and they make any decisions regarding replacement of product and the application of any terms and conditions of the contract, including whether something is covered or not.There are times that Sears might be the service provider used if we have technicians available in the area and provide the service needed, and other times that other service providers might be contracted by Cinch.

In this case, The Denniss have had a *** since 2022 therefore we have forwarded this complaint over to our direct contacts at Cinch and they are committed to fairly resolving any issues we send to them but they will enforce the terms of the contract. If the Denniss feels they do not take care of this issue or that they still have a valid dispute against the terms of this coverage, they are also able to file a complaint directly against his Sears Home Warranty/Cinch by filing with the ******* BBB. Prior to doing so,Cinch does state on their BBB site:

If you are considering filing a complaint through BBB, Homesure of ******** **** would like customers to contact their customer service ********************** at **************. Homesure staff are available to support you from 8 a.m. - 5 p.m., (ET) Monday through Friday. General Support for new and existing claims is available 24/7 using the primary contact number associated with your warranty.

With that said, since we do have them working on the Denniss issue we have entered this information to close this out on our end as there is nothing further we are able to do since we do not administer the contract.

Sincerely,

*******************************
Regulatory Complaint Specialist
**********************************************************
Customer Answer
Date: 04/17/2023

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:03/07/2023
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.
We have had a Sears Home Services "Master Protectdion Agreement" on our Kenmore Range since 1999.(CONTRACT NUMBER: *************** CONTRACT EXPIRATION: 10/26/2023) The oven has not been heating properly. I contacted Sears in early November and a technician first came out Nov. 15, 2022. At that time he said that it would need parts but that one part was no longer made. He said I needed to wait 21 days for a "search" to me made to see if the part could be found. That part was never found. The technician came out again on Nov. 30, 2023 and said that the range couldn't be fixed and that they would submit the paperwork for Sears to give me a new range, as per my protection agreement. I have called the service protection number at LEAST 5 times to see why I haven't been given instructions to get the new range. Different representatives have told me different stories: One said that the technician put the request on the wrong "template" because the correct templates weren't coming up properly on the computer. Another Sears representative on Feb. 7, 2023 said that the replacement range should be approved -- according to what he read on their records. Each representative said that they would "escalate" the request and that I needed to wait 3-5 business days before I would hear anything. Today I called once again and the Sears representative said she made a new work order and when the technician called to let him know that he needed to write "Unrepairable" on the service order and close the order. (Why can't the Sears representatives contact the repairman and get the problem fixed?) I have no faith that this issue will not be resolved without intervention from you or a lawyer (which I really can't afford). By the way, numerous meals have been ruined while I have waited for this to be resolved. I try to use the grill or crock pot as much as possible, but a Thanksgiving turkey, for example, needs to go in the oven....our last one was cooked on the neck side but raw near the legs after 3+ hours in the oven.) I sincerely hope that you can help in getting a resolution to this problem.
Business Response
Date: 04/05/2023
April 5, 2023

Customer Relations
******* **********************
*********************************************2006
*******, ******** 60611

Re: ********************
      File Number 19551370

Dear BBB Customer Relations:

We want to note that due to the ******19 pandemic, we are experiencing longer than normal response times to work with a representative.We have we have seen delays in all areas and have been impacted by the global supply chain shortage which has caused delays in processing concessions and benefits. The pandemic has also impacted repair services, availability of parts, and delivery of replacement products. We apologize for any delays and inconveniences resulting from this pandemic. We are doing our very best to provide the services as safely and quickly as possible including our responses to complaints such as those filed with the BBB. We appreciate everyones patience.

We have completed the investigation of Ms. ******** complaint regarding the problem she encountered with the range.

Upon receiving her complaint, we made contact with the local service unit for assistance. Our records indicate that Ms. ******* was authorized to receive a replacement range valued at $878.00, this is in accordance with the terms of her warranty, the Master Protection Agreement (MPA). Per receipt number ************ the range will be delivered to her home on June 24,2023. Since Ms. ******* has completed the replacement and is aware of the delivery date of her selected range, we have closed our file.

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

Sincerely,

***************************
Regulatory Complaints Specialist
******************************************************
Initial Complaint
Date:03/07/2023
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 need my washer repaired as of January the 6th 2023 I have been without a washer they cannot find parts for my washer I have been a loyal customer since **** and today I am still without a washer nobody wants to answer my calls anymore I don't know what to do I'm very frustrated and I'm 83 years old
Business Response
Date: 04/03/2023
April 3, 2023

BBB Customer Relations
**********************
******************************************* #****
*******, ** 60611

Re: ***********************************
Complaint ID: ********

Dear BBB Customer Relations,

We have completed the investigations of Ms. ************ complaint and her dissatisfaction that the washer was not repaired in a timely manner.

First, we would like to apologize for any inconveniences or frustration Ms. ************ may have experienced in this matter.The satisfaction of our members and customers is our top priority. We do not take these matters lightly and we sincerely regret any difficulty she may have experienced as a result of this issue. For consideration, we authorized a replacement under the agreement for $500.00. This amount is included in the delivery charges, haul away of the old one and installation of the new one. .We sent her an email with the authorized amount and with the replacement information. Since, it was our understanding the replacement washer resolved her complaint we ask to have this matter close. Should she has any additional questions of concerns he can contact me directly via email.

Again, we apologize for any problems or frustrations that ************************** may have experienced with Sears. We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints or problems whenever possible. If you have any further questions, you may contact me directly via email.

Sincerely,

***********************
Regulatory Complaints Specialist
Email: ******************************************************************************
Initial Complaint
Date:03/06/2023
Type:Billing 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 booked an appointment through Sears.com to have my Kenmore dryer serviced. The technician came as expected on Nov 30, 2022 and billed me that same day. He ran my credit card and sent me an e- receipt showing I had paid the bill in full ($451). I later saw the charge appear on my credit card statement as expected. Around Jan 10 2023 I received a letter via US mail from Sears Home Services (dated Jan 3) indicating I had an outstanding bill totaling $451 for services rendered on Nov 30. The letter stated that the bill would go to collections if I did not pay it within 45 days from Jan 3. I got a second letter a week later and a third letter 2 weeks later. On Jan 23 and 24 I sent emails to ************************************ and ********************************** explaining their billing error and I attached a copy of my e- receipt. (There is unfortunately no means to contact Sears or transformco via telephone). I did not receive any response. On Feb 17 I received a notice via US mail from a collection agency dated Feb 9 ( clearly not 45 days from Jan 3). I immediately then emailed Sears at both addresses once more and attached a photo of the collections notice. On Tues Feb 21 I was able to reach a representative from the collections agency. She indicated that her records showed the claim had been closed when the bill was paid on Feb 20. I requested written documentation of this but it has not yet arrived. Neither Sears nor Transformco have acknowledged receipt of any of my correspondence nor have they addressed my concerns directly. I would expect written verification that the issue has been resolved and assurance that their mistake will not adversely affect my credit rating.
Business Response
Date: 03/29/2023
Transform SR ******* ********** LLC

March 29, 2023

Customer Relations
**********************
******************************************* #****
*******,** 60611

Reference File # 19542650 ***********************

Unfortunately, due to extraordinary circumstances surrounding COVID-19 we have seen delays in all areas of customer and technical service. We are also experiencing a shortage of staff and service techs due to furloughs, the illness or the need for isolation per state mandates and/or furloughs which is seriously affecting all aspects of business.Everyone is feeling the effects of this pandemic. Please be assured that we are doing the best we can with the available resources.

Dear BBB Customer Relations;

We have not completed the investigation of Ms. ******** complaint regarding the bill received for the repairs on her washer.
First, we would like to apologize to ****************** for failing her expectations. We do not take these matters lightly and we sincerely regret any inconvenience. We had contacted our accounting department, and it looks like our automatic audit system did not find the merchant credit payment for the original charge, so it generated a bill.

Sometimes that happens where the authorization process doesnt complete, and the customers account *** or *** not have the funds withdrawn and they *** or *** not be deposited to us. In this case, we determined that the funds were withdrawn from that account but were not linked to a deposit made in our account. Our accounting person was able to find the payment in an unmatched sort of limbo and match it to ours, so this bill was closed out on March 18, 2023. **************** should not receive any further notices as of February 20, 2023. Furthermore, this letter will serve as ****************** documentation that she does not owe Sears Home Services for the service call.
We dont report our collection efforts so our billing would not have any impact on her credit history or score. With that said, since we did provide ****************** with her requested resolution, we have closed our file.

Again, we apologize for any problems or frustrations that ****************** *** 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 *** contact me directly via email at **************************************** .

Sincerely,
*************************
Regulatory ******************************************************* Corporation
Customer Answer
Date: 04/13/2023

Complaint: 19542650

I am rejecting this response because:
Thank you for your response. I sent the following communication directly to *************** as I wasnt entirely satisfied with her response to my registered concern.
I wasnt sure how to express this scenario through the link you sent which is why I responded through an email instead.

Dear ****************,
Thank you for your recent response to the complaint I filed through the Better Business Bureau (ref file # 19542650). I appreciate the time and courtesy youve extended.
In your message you explained We dont report our collection efforts so our billing would not have any impact on her credit history or score.
This statement puzzles me because I received a letter from a collection agency pertaining to this billing error. In fact, the bill I received on January 3rd from Transform included a statement outlining a process of notifying collections if I didnt address my bill within 45 days. My notice from RMS was dated 2/9/23- only 37 days from your initial notification.
I remain concerned that my credit has been adversely affected from the billing mistake your company made.
I hope you might be able to clarify this discrepancy and provide me with written verification that my outstanding credit remains intact.
I regret that my communications trying to call attention to this mistake went unanswered for multiple weeks. I feel the problem might have been solved swiftly with less complexity if Transform or Sears provided a phone number to consumers.
Thank you again for your attention to my concerns. I look forward to receiving your response. Attached, please find a copy of the letter I received from RMS.
<image1.jpeg>

Sincerely,
***********************

Sent from my iPhone

Business Response
Date: 04/13/2023
Transform SR ******* ********** LLC

April 13, 2023

Customer Relations
**********************
******************************************* #****
*******,** 60611

Reference File # 19542650 ***********************

Unfortunately, due to extraordinary circumstances surrounding COVID-19 we have seen delays in all areas of customer and technical service. We are also experiencing a shortage of staff and service techs due to furloughs, the illness or the need for isolation per state mandates and/or furloughs which is seriously affecting all aspects of business.Everyone is feeling the effects of this pandemic. Please be assured that we are doing the best we can with the available resources.

Dear BBB Customer Relations;

We have not completed the investigation of Ms. ******** complaint regarding the bill received for the repairs on her washer.
We received Ms. ******** email, and we apologized for the delay on response. (Been out the office) In regards of the bill received, the copy of the letter received is from before the bill been closed. RMS was notified on February 20, 2023 that this bill was closed, and the account was closed.
Furthermore, this letter will serve as ****************** documentation that she does not owe Sears Home Services for the service call.
We dont report our collection efforts so our billing would not have any impact on her credit history or score. With that said, since we did provide ****************** with her requested resolution, we have closed our file.

Again, we apologize for any problems or frustrations that ****************** may have experienced with Sears. We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints or problems whenever possible. If you have any further questions, you may contact me directly via email at **************************************** .

Sincerely,
*************************
Regulatory ******************************************************* Corporation
Customer Answer
Date: 04/14/2023

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,

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Transformco is BBB Accredited.