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.
2,217 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:03/06/2023
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.
Sears ************ in *******, ** sent a technician to my home on February 17th to repair my washer. I paid with a credit card and the technician stated that an invoice would be sent by email. Two weeks later and many phone call (which are always redirected to multiple offices) and I still have not been able to get an invoice telling me what I paid for. They stated they charge $149 per hour for labor and the technician was only there for about 20 minutes to replace one part that costs less that $20. The bill was for $293 and they will not tell me why.I tried again today (March 2) and the only thing I get is a computer, they will not even answer the phone.I was redirected to the billing office and the only thing they provided was a receipt to verify that I had paid.
Business Response
Date: 03/30/2023
March 30, 2023

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

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

Dear BBB Customer Relations;

******** 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.

We have completed the investigation of Mr. *********************;regarding his dissatisfaction with the technician not providing copy of the receipt for cost for repairs on his washer.

First, we would like to apologize to ****************** for failing his expectations. We do not take these matters lightly and we sincerely regret any inconvenience he may have experienced as a result of this issue.

We had contacted our service unit, and requested that copy of the invoice to be emailed to ****************** *********** unit replied that on March 30,.2023, that **** was emailed to him.

If he have any questions, he are welcome to contact me via email at ***************************************** With that being said, since we did provide ****************** with his requested resolution, we have closed our file.

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.Please feel free to contact me at **************************************** if you have any further questions.

Sincerely,

*************************
Regulatory Complaints Specialist
Customer Answer
Date: 03/31/2023

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:03/06/2023
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.
I have had a Sears protection plan for over 30 years with no problems but Since November on 2022 I can not get repair service or repairs on My dishwasher or Refrigerator I can not get them to return calls the service man who usually does there work for them can't get them to send him parts or authorize him to come fix things they didn't renew his contract for service for *************************** place with them till November of 2023 but what good is it if they won't do the work I want the protection plan to be enforced and my appliance either fixed or replaced as our contract states
Business Response
Date: 03/30/2023
March 30, 2023

BBB Customer Relations
***** Business Bureau
******************************************* #****
*******, ** 60611

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

Dear BBB Customer Relations,

We have completed the investigations of Ms. **** complaint and her dissatisfaction that she was not getting any repairs with her refrigerator and dishwasher.

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 further investigations, we discovered the dishwasher had a repair visit on February 7th and it was determined that it can no longer be repaired due to the hole in the plastic tube. Unfortunately, it was not put in to replacement, we apologize for the oversight. We completed the replacement authorization under the agreement for $765.00 and this amount is included in the delivery charges, haul away of the old one and installation of the new one. *** sent her an email with the authorized amount and with the replacement information. Regarding the refrigerator we need to set up another repair visit as its not qualified for a replacement at this time. Since, it was our understanding the replacement dishwasher resolved her complaint and we will set up a repair visit for the refrigerator we ask to have this matter close. Should she has any additional questions of concerns she 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: ******************************************************************************
Customer Answer
Date: 04/03/2023

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:03/06/2023
Type:Customer Service 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 advised by GE Appliance to use this company to repair our refrigerator, there were other companies as well, but since this company was backed by Sears I thought it would be safe. The repairman came to our home and diagnosed the problem with the frig. There were 2 parts needed, which were ordered and we gave the repairman a check in the amount of $355.31. We received one part which cost $11.50. The other part after much hassle with A&E was discovered had been discontinued by GE. We advised A&E of this and gave A&E the NEW part number. We were finally told that because the repairman didn't order the new part number there was nothing they could do. I have been hassling this company since the end of January for a refund. You call, no one knows anything and that is assuming you can even get anyone of the phone. I finally started emailing, no response except from the parts department who stated the original part had been cancelled and it's OK to process the refund. On 2-24-23 I received a response stating that a refund has been processed for $229.36 via check which we have not received yet, that the diagnostic fee of $119 and fuel surcharge of $6.95 are non-refundable. Anything you can do to help would be greatly appreciated. This company is the worst to deal with. Never again. I also notified GE that should quit giving this name out for repairs. I also complained to Sears, but nothing came of that. I would have expected to receive the refund by now, but have not.
Initial Complaint
Date:03/05/2023
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.
Contacted Sears regarding water heater is leaking on February 13th, 2023. Was informed no service technician was available to assist me although I have Master Protection Agreement which has not yet expired. In my effort to obtain service, I have been given a run around for almost a month. Calling repeatedly and transfer for one department after another to with no resolution or appointment, only each department's representative trying to have me sigh up for some additional product or service. I have been sent web site contracts for DYI services, which are unnecessary, since water is visible and floor tiles are displaced from water heater leak. Each department also has advised contact will be made within 72 hours, but this has yet to happen.
Business Response
Date: 04/04/2023

April 4, 2023

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

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

Dear BBB Customer Relations:

We have completed the investigation of Ms. ****** complaint regarding the problem she encountered when she requested service for her water heater through her protection agreement.

Firstly, we apologize for any inconvenience or frustration that ************** may have experienced. We reviewed the case notes and found that on February 14, 2023 our contract department offered ************** up to $350 reimbursement to hire a local provider to service the water heater. However, there was a problem with receiving the estimate that ************** attempted to send, but it was finally received on March 21, 2023. The estimate was sent to our service unit for review and on March 29, 2023 the water heater was approved for replacement. Since we no longer sell water heaters, we offered ************** a cash replacement which entitles her to a check to use towards a replacement water heater and standard installation. On March 31, 2023 our contract team emailed ************** the cash replacement offer for her review and signature. Once we received the signed form, we will issue ************** a check for $1428. With that being said, since we have addressed the issue brought forth in Ms. ****** complaint, we have closed our file.

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 at **************.

Sincerely,

***************************
Regulatory Complaints Specialist
Initial Complaint
Date:03/05/2023
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 2/10/2023 I ordered a gear box it came with grease in the gearbox instead of the gear oil that the owners manual required, When I attached to the tiller the pressure produced by the grease caused the motor to literally blow up in my face. I was not injured but the motor that worked perfectly is now unusable.I cannot get them to respond. on February 23 I got this response "Your request (*******) has been received and is being reviewed by our support staff."I have been reimbursed for the gearbox but nothing for the motor.
Business Response
Date: 04/07/2023
April 7, 2023

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

Re: # ******** ***********************
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 completed the investigation of Mr. ******************** regarding his dissatisfaction with
The fulfillment of his order from Parts Direct Website.

After receiving ************ complaint, we have reach out to our Parts ************************ and they responded as follows;

Our member, ************, called back.He is very upset that the description of the product is different than what it says on his owner's manual. He calls it a tiller, Sears PartsDirect has the description "Cultivator". He has lost trust. We have offer to order the short block for frees; he said that we are making him angry and he wouldn't settle for anything less than a new tiller.
Unfortunately we cannot offer a new tiller. Our offer for the short block as a courtesy stands. If ************ accept the offer he can reach me at ********************************************************* that been said, we have closed our case.
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. Please feel free to contact me at **************************************** if you have any further questions.

Sincerely,

*************************
Regulatory Complaints Specialist
Customer Answer
Date: 04/07/2023

Complaint: 19541664

I am rejecting this response because:My original complaint is that the gearbox, that wich turns the tines, was filled with grease instead of oil as the manual requires.
Even if I replace the short block the new gear box will have the grease that caused the original problem with the motor.
They also continue to offer me a short block for a TRIMMER, not a cultivar /tiller.
If I accept this offer what happens if it blows the "new" short block.
No I have no trust in them at all.
Sincerely,

***********************
Business Response
Date: 04/10/2023
April 10, 2023

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

Re: # ******** ***********************
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 completed the investigation of Mr. ******************** regarding his dissatisfaction with
The fulfillment of his order from Parts Direct Website.

We have reviewed ************** rebuttal and we find that he has brought nothing forth that would change our response. We understand his frustration, and this is the reason that we as a courtesy offer to replace the short block free of charge. Unfortunately we cannot offer a new tiller. Our offer for the short block as a courtesy stands. If ************ accept the offer he can reach me at ***************************************** With that been said, we have closed our case.

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. Please feel free to contact me at **************************************** if you have any further questions.

Sincerely,

*************************
Regulatory Complaints Specialist
Customer Answer
Date: 04/11/2023

Complaint: 19541664

I am rejecting this response because:
If I am going to get the same thing that I first ordered I will get the same consequences.
Grease is much thicker than oil , again the manual say oil and even warns about too much.
How much clearer can I get?

Sincerely,

***********************
Initial Complaint
Date:03/04/2023
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.
My husband bought a craftsman from ace hardware store in **** **. And he paid $ ****** dollars. And the drill is not working correctly on the gears. He wants his money back. We are recovering from covid. And we are on oxygen. We are a disabled couple. We are on social security disability. Resolution, we want our money back. I have no password. Thank you.
Business Response
Date: 06/13/2023

June 13, 2023

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

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

Dear BBB Customer Relations:

We have completed the investigation of Ms. ********* complaint regarding her dissatisfaction that the Craftsman drill failed too soon and her request for a refund.

******************** mentioned on her complaint that the Craftsman drill was purchased at ACE hardware store. Since the drill was not purchased at Sears, she must contact the retailer, ACE Hardware, regarding her request for a refund; or contact Craftsman customer service at ************ regarding the warranty. With that being said, since the drill was not purchased at Sears, we have closed our file.

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 at **************.

Sincerely,

***************************
Regulatory Complaints Specialist
Initial Complaint
Date:03/03/2023
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 have an annual SEARS Master Protection Agreement that covers my dishwasher and other appliances. It states that if the appliance can't be repaired, it will be replaced. My dishwasher has been broken since October 2022. SEARS sent out repairmen over 7 times to try to fix it. They replaced various parts, but in the end could not fix it. After one of their visits, water collected in the bottom and in February, it got *****. There was no rust in October when it first broke. Now, SEARS is saying they will not replace my dishwasher because there is rust. It is unfair of them to not fix the unit and let the water sit in there for 6 months and get ***** and then claim they won't replace it because of the rust from the water. I have called SEARS over 25 times to try to fix or replace the dishwasher. Please help me get SEARS to replace my dishwasher!!/Ligi ***** ************************************************************ ************** ************** Master Protection Agreement ***************
Business Response
Date: 04/06/2023
April 6, 2023

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

Re: Ligi ***********************
      File Number 19536419

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 our investigation of Ms. ****** complaint regarding the problems she encountered with the dishwasher.

We received Ms. ****** complaint and reached out to the local service unit for assistance. Our records indicate that the tech was at the home on March 25, 2023, and notated that the tub leaking from heater clamp rivets, and he ordered the tub. The tub was delivered to ************** on March 29, 2023 via *** 1ZAE71031261258231 and delivered on Tuesday, April 04 at 10:02 A.M. and left at the front door. The tech is currently scheduled to return to the home on April 25, 2023.

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

Sincerely,
***************************
Regulatory Complaints Specialist
******************************************************
Customer Answer
Date: 04/09/2023

Complaint: 19536419

I am rejecting this response because:

SEARS sent another technician, but my dishwasher is still not fixed. The technician confirmed that there was actually no rust in my dishwasher, so it is not disqualified because of rust. They ordered a new tub, but the scheduled replacement date is weeks after the BBB 7 day period to accept or reject the response, so I am rejecting because I don't know if they will actually fix my dishwasher.
Moreover, my contract states that if SEARS is unable to fix my dishwasher in 4 visits, then SEARS will replace it. They have come out at least 8 times to try and fix my dishwasher, so they really should replace it. This is what is required under the contract, and I don't want them to keep sending technicians to my home who are unable to fix it. This takes much time because I have to stay home (sometimes for 5 hours) every time the techs come out. I've spent at least 60 hours on trying to get this fixed and I just want SEARS to honor the contract and replace the dishwasher.

Sincerely,

Ligi ***********************
Business Response
Date: 04/11/2023
April 11, 2023

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

Re: Ligi ***********************
      File Number 19536419

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 our investigation of Ms. ****** rebuttal to a response we previously sent.

Upon reviewing her service orders,************** currently has two qualifying services, per the terms of her contract and the unit has not been deemed non repairable by the visiting technicians, therefore a replacement has been denied. The tech is currently scheduled to return to the home on April 25, 2023.

NO LEMON GUARANTEE. In accordance with the foregoing provisions, at your request we will replace your Covered Product under this MPA after three (3) separate product failures and a fourth (4th) repair is required due to defects in parts or workmanship within any continuous twelve (12) month period that the product is covered by this Agreement. Product failure will be determined by us. Product failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturers product recall. Your request for replacement of a Covered Product must occur within sixty (60) days from its last product failure. To secure authorization, call **************.

We appreciate the opportunity to address this matter.

Sincerely,
***************************
Regulatory Complaints Specialist
******************************************************
Customer Answer
Date: 04/18/2023

Complaint: 19536419

I am rejecting this response because:
Dear ********************,

You recently denied my request for a dishwasher replacement on the grounds that I had only two qualifying services and the unit has not been deemed nonrepairable by the visiting technicians. This is incorrect. My dishwasher has required repair for 4 different reasons (broken soap dispenser and wheel; broken main control board,broken sump assembly, leak in tub due to missing screw) on the dates below. Also, two separate PAR technicians and PARs admin team have said my dishwasher is not repairable.
9-2-2022: soap dispenser and wheel on the bottom rack broke Peninsula Appliance Repair (PAR)tech came out and ordered parts
9-14-22: PAR tech came and installed soap dispenser and wheel on bottom rack
10-27-22: dishwasher stopped working PAR tech came out and said main control board was broken,ordered parts
11-16-22: PAR tech came out and installed new main control board. Dishwasher still not working. Tech said sump assembly was broken too. He ordered the part
11-25-22: scheduled visit to install new sump assembly, but PAR tech never showed up
12-19-22 PAR tech installed sump assembly. He ran it to test it and it worked, but right after he left, we noticed water leaking from under the unit. We called and they said to turn off the machine midcycle until the tech could return.
12-21-22: PAR tech came again and said he couldnt fix the leak. He said it was from the newly installed sump assembly, but it wouldnt make sense to replace it again because it would leak again. He said the unit was unrepairable. He left the water sitting in the bottom of the dishwasher.
1-13-23: called PAR and they said my unit was broken due to my lack of maintenance so they would not send another tech out and they cancelled my ticket. I asked what type of maintenance was required in a dishwasher. They had no answer.
2-2-23: ****** from PAR came and said he was unable to fix the dishwasher.
2-6-23: PAR said the unit is not repairable so they would not schedule another visit by a technician. They closed the order stating the unit is ***** and rust is not covered under my contract. SEARS denied my request to replace the dishwasher on the grounds that my unit was *****. However, I inspected the dishwasher and saw that what they thought was rust was actually dirty water that was sitting in the bottom from when I had to stop the unit midcycle. It had turned orange. I wiped it off with a rag. There was no rust.
3-25-23: SEARS tech came out and confirmed there was no rust in the unit. He said a screws were missing in the bottom of the tub and thats where water leaked. He said the previous tech probably forgot to put the tub screws back in when he replaced the sump assembly. He ordered a whole new tub.

I have already had 9 scheduled visits by your technicians! Each time, I had to take off work and stay home for a 4 hour window to wait for the tech. I also have spent many hours on dozens of phone calls to SEARS and PAR to try to get my dishwasher fixed. This amount of time that I have spent trying to obtain service under my contract is grossly unreasonable. I dont want to have to continue to have more technicians come to my house and try to fix this again and again. After 4 separate problems with the dishwasher,it is obvious that it needs to be replaced. I have had this annual contract with SEARS for many years now and the first time that I ask for a unit to be replaced under this contract, SEARS has been giving me the run-around and not honoring the contract. My dishwasher has been broken since September 2022 thats 7 months! Please dont make up any more false excuses. Please just replace it.

Sincerely,

Ligi ***********************
Initial Complaint
Date:03/03/2023
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.
On 1/4/2020 purchased a freezer from Sears in *************. We bought the extended warranty which expires 1/7/2025. In March of 2022 the handle broke and we have been trying to either get a new handle or a repair done. I offered to do the repair myself if they would just send the handle. after many months of trying to get the handle ordered, we were informed they no longer make the part. We were then informed that we would be contacted about a replacement, and that our case had been escalated. I was told on Monday 2/27/23 that my case had again been escalated and that a supervisor would email me within 48 hours to resolve this. This did not happen. I called BBB and was given information about Transform Holdco having taken over. I tried calling there for a resolution but they sent me to the same recording I got every time I called Sears. I have made literally dozens of phone calls and have hours invested in trying to get this taken care of. I simply do not know what to do to get this resolved. Please help. my warranty number is **********. I have never been told so many different stories or been transferred to someone new who I had to tell my story to. It is clear they are not wanting to take care of this warranty. I would be satisfied with my ****** back that I paid for the warranty, and half the purchase price for the freezer, which is $300.00 (purchased for ******) since I have to use it without the handle. I have to bread the seal with my fingers which will eventually cause the seal to break. we also have a case #******* given to us on 1/30/2023
Business Response
Date: 03/29/2023
March 29, 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 freezer was not authorized for a replacement 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 further investigations, we discovered the part needed to fix the freezer was not available unfortunately it was not put in to replacement and we apologize for the oversight. We completed the replacement authorization under the agreement for $600.00. 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 freezer 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: ********************************************************************************** us why here...
Customer Answer
Date: 04/10/2023

Complaint: 19535122

I am rejecting this response because:
this issue has not been resolved. I have been in contact with the company and I'm having trouble with the replacement.
please don't close the case

Sincerely,

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

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

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

Dear BBB Customer Relations,

We have completed the investigations of Ms. ********* complaint and her rejection to our response.

We received Ms. ********* rebuttal to our response regarding the replacement freezer she has been approved in the amount of $600.00. We confirmed the dollar amount will cover the amount necessary to provide the contract holder with a comparable freezer. ******************** confirmed that the freezer is working properly and the only issue was for the freezer handle that is broken. The replacement amount is not transferable to other appliances. She has 90 days from March 29th to June 29th to complete the replacement process. If she wanted to buy the handle assembly with her own money we will be happy to refund her back once she submitted the invoice. 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. We respectfully ask to have this matter close at this time.

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:03/03/2023
Type:Order 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.
114-4805455-3557026 Order number . Hello good day. I'm writing to say that I ordered this item , when I opened the package I noticed that the item sent was nothing like what I ordered so I message this company and they told me to return it and that they would immediately refund me . It's been almost a month still no refund . I just need my refund from this company please since I already returned the incorrect item they sent me . Also seller sent me an email stating they sent a refund but unfortunately that email was a scam because I never got the refund . May you help me please ? Thank you kindly
Business Response
Date: 04/09/2023
April 9, 2023

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

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

Dear BBB Customer Relations,

We have completed the investigation of Ms. ******* complaint regarding her recent online order experience.

As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that *** be used to select only Sears items or to narrow the results returned from an item search.

It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the sellers pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website.

With that said, our records indicate that **************** placed an order with a Third Party Marketplace vendor, not Sears. In Ms. ******* case, the order was fulfilled by Tags Weekly located at ************************* ********* ** *****, Email: ****************************************** and telephone number ************. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Ms.******* records, we have included our disclaimer below:

Third Party Advertisements and Links to Third Party Sites
We *** display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein.

Placing an Order
Some products offered through the Sears Site *** be fulfilled by third-party sellers, such as Sears Marketplace items. Third-party/Marketplace sellers' shipping and delivery policies *** differ from those offered by Sears.When ordering a product sold by a third-party or Marketplace seller, you should check their page for details on their shipping and delivery policies. Sears is an agent of third-party/Marketplace sellers for the sole and express purpose of receiving funds as payment for their merchandise sold on the Sears Site, and transmitting those funds to the third party/Marketplace seller. You agree that Sears' receipt of funds on behalf of a Marketplace seller is tantamount to receipt of the funds directly by the Marketplace seller, even if such funds are not subsequently remitted to the Marketplace seller for any reason; when you tender payment to Sears for third-party/Marketplace merchandise, you have fulfilled your obligation to purchase such merchandise.

You should contact third-party/Marketplace sellers directly via the contact information provided for any inquiries or customer service issues related to their merchandise, such as returns, or warranty issues. As payment agent, Sears will refund any money to you for returns of third-party/Marketplace merchandise via the payment method used to purchase the merchandise, after we receive notice from the third-party/Marketplace seller that you have returned merchandise to them in accordance with their return policy.

Returns and Cancellations
Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details.

After researching the order,our records a chargeback was filed and accepted. The credit was received via PayPal. In closure, since a refund has been received, 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
TransformCo
Customer Answer
Date: 04/10/2023

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:03/03/2023
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 purchased a Sole F80 Treadmill from Sears on 11/26/12. The treadmill has a lifetime warranty on the frame and motor, and was specifically the reason I purchased this brand. The motor on my treadmill has started to fail and I've been trying for over a year to get support to honor their warranty. Each time I call they tell me that I have to call Sears about the warranty because Sears and Sole had some type of agreement in place that was not ever made aware to the consumers. When I call Sears they tell me that the warranty is a manufactures warranty that must be handled through Sole. Neither company is helping me and both continue to redirect to me the other company. I am filing complaints against both Sears ******************************** Fitness). I've corresponded via email, phone and text - and in ll correspondences, I've been told that my issue IS covered by their warranty but eventually they quit responding and never help me.
Business Response
Date: 04/03/2023
April 3, 2023

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

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

We have completed the investigations of ****************** complaint.

First, we would like to apologize for any inconveniences or frustration ****************** 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 he may have experienced as a result of this issue. Upon receiving his complaint and determined that the treadmill has a lifetime warranty for the motor we asked our parts team to place the order. We have a confirmation that the motor was placed on order today April 3rd with a reference number 114-7928025-5495458. Its expected to be delivered on April 6th to April 10th. Since, we addressed his concerns and placed the part needed for his treadmill we have closed our file. Should he has any additional questions or 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: ******************************************************************************

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