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

6,284 total complaints in the last 3 years.
2,210 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:03/03/2023
Type:Delivery 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 January 5th, 2023, I ordered a ******* range from Sears online. The item was leased through Katapult. I made a payment of $131 upon checkout. The lease was to be paid $25 per week after the initial payment. The item was supposed to be delivered from Sears on January 25th. About a week before I got a call to reschedule the delivery date. I agreed to February 16th and asked if the delivery fee of $79 can be waived. That fee was waived. About a week before February 16th, Sears calls to say that the order will have to be delivered on February 18th. I said ok. The week of February 18th, I received message about rescheduling the delivery. I called Sears and after a back and forth was told that after the representative checked with logistics, the stove is in stock and will be delivered on the Feb 18th. The next day, I received a text thanking me for rescheduling the delivery to March 2nd. I did not reschedule the delivery to that date. I called Sears on February 16th and canceled the order because I could not trust their delivery date. They said **** business days for the refund. I kept checking in and was told to give it the full 10 days. March 2nd is 10 business and I waited all day and did not get any confirmation that the refund was processed. I called and spoke to a representative who was again telling that shes going to escalate the case. Ive been hearing that since the order was cancelled. She then asked that I give them another ***** hrs to figure out why the refund was not is***d. This situation has caused me to lose sleep due to the stress and frustration of dealing with Sears. The company I leased the item through continues to withdraw payments from my account even though I dont have the item. They are claiming that the payments can only stop once Sears is***s the refund to them. I honestly feel like screaming because of the way Sears is handling the situation. I wish I had enough time and money to *** them so that they wouldnt do this to someone else.
Business Response
Date: 05/09/2023
May 9, 2023

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

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

Dear BBB Customer Relations:

After reviewing the complaint filed, we forwarded the matter to Sears Online to research further. We are unsure if **************** was able to stop the payment for the referenced online order; however, we are awaiting a confirmation on our end that the contract is canceled by the leasing company.Should **************** have any questions, she may contact ** via email at ********************************************************* the interim, we have noted ****************** concerns and have closed our file pending a response from the leasing company.

We apologize to **************** for any inconvenience she has experienced and 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
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.
Called on 1/28 to file a repair for a ** washer with extended warranty to ********** asurion. Virtually chatted to show damage to washer. Set up an appointment for February 2nd. On January 29th received a text that they had rescheduled for February 17th 8a-5p. We were out of town that weekend so I rescheduled for the first available which was February 23rd 8a-5p. Took the day off work for repair only to receive text at 9:44 that repair was rescheduled for March 2nd 8a-5p. Again took off work only to receive text at 11:43 that repair was rescheduled for March 8th 8a-5p. Have spent over 60 minutes on phone/live chats with A&E, Sears Repair and ** only for nobody to take responsibility. 1 company says weather is why they cancelled (it's sunny at 37 here), one says its d/t lack of repair availability. I get transferred, "call dropped", or "we will escalate and call you in 2-3 days." Still no washer since 1/28 and no one has even stopped to look at it to repair. Each company points fingers at the next but I ultimately end with A&E not being able to talk in person or explain why their repair service keeps cancelling. Meanwhile we lose income, spend money at a laundromat, and paid extra for an extended warranty.
Business Response
Date: 04/09/2023
April 9, 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.

After researching the service history, we found that service was completed on March 15, 2023, for the washer with the technician finding that repair was not covered under warranty. If ****************** is dissatisfied with the service technicians findings, she may open a new call as we are an authorized service provider for her warrantor. We are unable to obtrude upon her warrantors actions and recommend that she contact them directly regarding the terms and conditions of her warranty agreement.

We apologize to ****************** for any inconvenience she has experienced and 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
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 the Sears Master Protection Agreement which covers my washer and dryer. Upon servicing my machine, the technician expressed they were unable to repair the machine but offered a $700 credit towards a new machine. The replacement, however does not match our current one. Therefore I demanded a $700 cash settlement as the agreement states that "If we can't fix it, we will deliver and install a new one." Sears stated that they will not offer a cash settlement. This is unacceptable.
Business Response
Date: 04/27/2023

April 26, 2023

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

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

Dear BBB Customer Relations:

We have completed the investigation of ****************** complaint regarding the problem he encountered with the replacement authorization for the washer through his protection agreement.

Firstly, we would like to note that ****************** holds a Master Protection Agreement on both the washer and the dryer and it states under Coverage for Replacement, We have the sole right to determine whether a Covered Product will be repaired or replaced. If we determine that a Covered Product is not repairable due to unavailability of functional parts or technical information we will replace the Covered Product with a comparable product. We will determine and authorize the replacement amount but you will select your replacement product from a store as designated by us. It goes on to say, If you choose not to have your Covered Product replaced under this Agreement, then you may cancel this Agreement and we will refund the purchase price you paid for your current coverage. To clarify, his Master Protection Agreement does not have any provision for offering a check in lieu of a replacement. We would also like to note that under Limitations of Coverage it states, This Agreement does not coverReplacement of any Covered Product for product mismatch

According to our records, the washer was non repairable and on January 4, 2023 it was approved for replacement, and ****************** was authorized up to $700 to select a comparable model available from Sears; the dryer was not approved for replacement. If ****************** would like a matching dryer, he will have to purchase the dryer separately at his own expense. If ****************** decides he does not want a replacement washer from Sears, then he can choose to cancel his agreement and receive a refund of $185.39 (plus tax) for the coverage on the washer. ****************** can contact me with his selection for the washer replacement sold by Sears, or his request to cancel coverage on the washer and receive a refund of $185.39 (plus tax); ****************************************** With that being said, since we have addressed the issue brought forth in ****************** 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:03/02/2023
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.
In October 2022, our Kenmore Elite refrigerator, originally delivered in July 2018, stopped cooling. Repairs were attempted:10/13/22: Sears Homes Services technician diagnosed a refrigerant leak.11/1/22: Technician replaced filter dryer, compressor, service valve, evaporator.1/6/23: Unit not ************* identified another leak.1/16/23: Tech is replaced evaporator, compressor process tube, UV filter dryer.1/20/23: Refrigerator side not ************* diagnoses leak is in the cabinet and not repairable.Per the warranty, the sealed refrigerant system is covered for 5 years.1/23/23, used chat link to process a claim. Received an email stating allow 72 hours for an update.2/1/23, after no additional comms, contacted Sears Repair Care and was told a letter would be sent in **** business days with directions.On 2/16/23, after not receiving a letter went through the chat process again. The agent updated the case, said an update would be sent, and provided a number to call back to.On 2/20/23, again after not hearing anything we tried the phone number provided on 2/16. It directed to a company selling **************************** plans. Going back to the chat, engaged with an agent again. After some time looking at our case, she said the case had been escalated and we would receive an update in ***** hours.On 2/23/23, 48 hours later we received an email that we need to complete additional research in order to resolve your inquiry and to allow an additional 5 business days for us to complete our research. It has now been 5+ business days and we have received nothing.As noted, the failure is in the sealed refrigerant system in the cabinet, which cannot be repaired. The sealed refrigerant system is warranted for five years. We would like to know how to get our claim processed and a replacement refrigerator provided.
Business Response
Date: 04/01/2023
April 1, 2023

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

Re: # ******** ***********************
Dear BBB Customer Relations:

We have completed the investigation of Ms. ********* complaint regarding the problems she encountered with the repairs on her refrigerator.

******************** was authorized to exchange her refrigerator and this is in accordance with the terms of the Exceptional Parts Warranty. Once she selects the item she would like as her replacement, she will contact me and I will arrange to have it processed for her. Since it was our understanding that this resolution met with Ms. ******** approval, we have closed our file. Should ******************** have any further questions or concerns, she is welcome to contact me via email at ************************************************.

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

*********************
Regulatory Complaints Specialist
Transform SR *********************************
Initial Complaint
Date:03/02/2023
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 washer and dryer set from Sears in June. In November it broke. I had to fight to get them to honor the warranty, then had to wait more than two months to get parts. We now have the parts, and so far they have cancelled and rescheduled repair appointments no less than six times, most of the time they cancel the day theyre supposed to fix it! Were at the point of paying someone to fix it, then suing to recoup the costs and all the time missed from work.
Business Response
Date: 03/29/2023

March 29, 2023

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

Re: *********************
      File Number 19529369

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 Mr. ******* complaint regarding the problems he encountered with his Kenmore washer.

Upon receiving his complaint, we contacted the local service unit for assistance. Our records indicate that the technician closed the repair order on March 27,2023. Per the technician, customer hired 3rd party to complete ********************** to his washer, customer was not home. Since we have confirmed with the service unit that no further repair service is currently needed, we have we have closed our file.

We apologize for any problems or frustrations that **************** may have experienced. We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints.

Sincerely,

***************************
Regulatory Complaints Specialist
******************************************************
Customer Answer
Date: 03/29/2023
Using Covid as an excuse is BS. Multiple appointments were scheduled and cancelled by the repair company AFTER we received the parts. Every single time they cancelled the appointment- most of the time on the very day they were supposed to be there! We moved at the beginning of the month, after several months waiting for the washer to be repaired. We were forced to hire a third party to complete the repair due to the ridiculous lack of response and accountability of the Sears repair company.

Complaint: 19529369

I am rejecting this response because:

Sincerely,

*********************
Business Response
Date: 03/31/2023
March 31, 2023

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

Re: *********************
      File Number 19529369

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 Mr. ******* rebuttal to the response we previously sent.
We would like to apologize to **************** for failing his expectations. This is not Sears normal way of doing business, and we are truly sorry for any inconvenience we may have caused him. We would like to assure him his concerns have been taken very seriously, and an investigation will take place to ensure we improve from this member experience. Sears welcomes this type of feedback from our members as it allows us an opportunity to improve performance, a policy, or a process.
Again, we apologize to **************** and appreciate the opportunity to address this.

Sincerely,

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

Complaint: 19529369

I am rejecting this response because:
I notice nothing was mentioned about reimbursement for the repair I had to pay for myself due to the incompetence of Sears home repair, or the money I had to spend at the laundromat due to the MONTHS of not having a washer. Until this is remedied, I will continue to reject the cookie cutter responses I get from them.

Sincerely,

*********************
Initial Complaint
Date:03/02/2023
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.
12/28/21 I purchased a Master Protection Agreement.for a term of 5 years and paid $1199.80 Contact #****************. This was to cover an ** Washer Model #WM2101HW and ** Dryer Model #DLE2101W both purchased on 12/30/2010 at Sears in *******, ** The product came with a 10 year warranty. This required that I call early in December each year for an appointment to have the appliances inspected. On each subsequent check the appliances were operating without any recommendation for repair. On the last year of this warranty when I called in early December the appointment could not be sceduled during December, The first availalble date would be in January of 2021. I was assured this was to cover the inspection that should have taken place in December. On 12/28/21 I was contacted by Sears and agreed to purchase the 5 year maintenace agreement as the 10 year warrany had expired. On 10/27/21 the washer failed. Water had leaked into the tray under the machine and overflowed onto the floor. The first available appointment was on 11/21/22. On that day the required 2 technicians arrived and diagnosed the problem as a failed water pump. Parts were ordered and arrived at my address. The next first available appointment was 12/17/22. One technitian arrived and because the units are stacked he had to cancel. Since that date I have had 8 appoinments made and each cancelled on the day of the appointmet. I am convinced that Sears will not ever live up to their service aggreement which I purchased in good faith. I want the full purchase price refunded because Sears has failed the agreement since its inception.
Business Response
Date: 04/12/2023

April 12, 2023

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

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

Dear BBB Customer Relations:

We are unable to assist with the investigation of Ms. *********** complaint regarding the problem she encountered when she requested service for the washer through her protection agreement.

We were notified that the *********** have retained an attorney to represent them on this issue. The person who handles communicating with the attorneys, for these complaints that are pre-litigation, is already in contact with their attorney. Due to the fact that ************************ has secured legal services and is pursuing her issue through those channels, it is our understanding that the BBB is no longer the correct forum for resolution as we are unable to provide information on an issue that is undergoing litigation. Therefore, since are unable to proceed further, we respectfully request to have this matter closed

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:03/02/2023
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 MASTER PROTECTION AGREEMENT FROM THE ABOVE ON 2/1/2023 GOOD UNTIIL 2/1/2024..IT COVERS MY KENMORE RANGE AND MY REFRIG. SINCE THEN I HAD TO CALL THEM OUT TO SERVICE MY RANGE BECAUSE OF THE **** DOOR HINGE COMING LOOSE AND POSSIBLY FALLING OFF. THEY CANCELLED MY APPTS 4 TIMES NOW, ALTHOUGH A MAN DID COME OUT AND TAKE THE NUMBERS FOR THE HINGES WHICH HE ORDERED AS WELL AS ANOTHER PIECE. THIS IS A GAS RANGE;. I HAVE HAD THE PARTS DELIVERED TO ME A WEEK AGO AND ONCE AGAIN THEY CANCELLED MY APPT. NOW I AM WAITING FOR SOMEONE TO CALL ON THIS DATE 3/1/2023..WHEN I CALL ALL I GET IS THE RUN AROUND AND THEN ABOUT 4 IN THE AFTERNOON THEY CANCEL AND RESCHEDULE. NOW THE DOOR HAS GOTTEN VERY LOOSE AND I AM AFRAID TO USE MY **** FOR FEAR OF GETTING BURNED IF IT FALLS OFF. SOMEONE NEEDS TO BE HERE TODAY BEFORE I GET HURT WITH THIS. I AM A 73 YEAR OLD WOMAN WITH A BAD HEART AND THIS IS NOT HELPING IT AT ALL. I PAID FOR THIS WARRANTY ALL I ASK IS THEY HONOR IT .
Business Response
Date: 05/08/2023
May 8, 2023

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

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

Dear BBB Customer Relations:

This letter will acknowledge receipt of the above referenced customers follow up complaint, which was referred to our office for response.
This matter has been forwarded to the appropriate Sears unit for investigation. Upon completion of our investigation, your office will receive a response to confirm resolution of the complaint. Please feel free to contact me if you have any further questions or concerns.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.

Sincerely,
Regulatory Specialist, Regulatory Complaints
imx integrated member experience
Initial Complaint
Date:03/02/2023
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.
We purchased a refrigerator in January 2022 since then have had them come repair our icemakr 2 times. it has quit once again. this time it wont even make ice. i called them and the 1st rep said there would be no charge and put me on hold for tech support. the man i spoke to tells me i am going to be charged and wouldnt listen to anything i was telling him. i have investigated a little on my own and was informed by my regular repairman that this is a issue that many people are having with this particular appliance
Business Response
Date: 03/28/2023
March 28, 2023

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

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

Dear BBB Customer Relations,

We have completed the investigations of Ms. ********** complaint and her dissatisfaction that refrigerator 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 refrigerator repair was completed. The service technician noted HAD TO REPLACE DISPENSER AUGER. UNIT NOW DISPENSING ICE. CALL COMPLETED Since, we have a confirmation that the repair had been completed we have close our file.Should she has any additional question or 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: ******************************************************************************
Initial Complaint
Date:03/02/2023
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.
I have had a Sears Master Protection Agreement (***) since ****. The *** provides a yearly preventive maintenance (PM) and/or repair for all covered items. Further, the *** stipulates if Sears is unable to repair the item they will replace it. There are 10 items on the *** (copy provided). In Oct 2022 I requested the annual PM for the covered items, and advised that the range needed repair (oven control board (***) not functioning). The *** was ordered twice, one received and did not work and second *** cancelled due to the inability of finding the part.The attached audit trail shows the range repair scheduled/rescheduled three times (Nov, Dec 2022 and Jan 2023); that I have spoken with the *** Department three times with no return contact providing the replacement instructions/authorization to replace the range after advising Jan 16, 2023 that the range would be replaced; and we have not had use of the oven since Dec 13, 2022 (photo).
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 Mr. ********* complaint and his dissatisfaction that the range was not authorized for a replacement in a timely manner.

First, we would like to apologize for any inconveniences or frustration Mr. ********* 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 further investigations, we discovered the part needed to fix the range 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 $1300.00. This amount is included in the delivery charges, haul away of the old one and installation of the new one. We sent him an email with the authorized amount and with the replacement information. We also offered to issue a check in the amount of $100.00 for his inconvenience.Since, it was our understanding the replacement resolved his complaint we ask to have this matter close. Should he 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: ******************************************************************************
Customer Answer
Date: 04/02/2023

Complaint: 19524545

I am rejecting this response because:

The range being replaced is a Kenmore Elite white slide-in 30" dual oven all digital model.

Transform CO Specialist | Regulatory Complaints (Sears) has offered $1.300 (plus $100 inconvenience compensation) to include the replacement cost, tax,delivery, removal of the old range and installation of the new range. I was to select a replacement only from the sears.com website. Nothing close to the range being replaced is less than $3,200 on sears.com. My reclama is attached.

Subsequent to that Sears Home Services sent me the replacement approval and identified a comparable model to the one being replaced. Their comparable model is nothing close to the range being replaced. My reclama is attached.

First, the oven has been unusable since Dec 13, 2022, the last time a Sears Service Technician worked on the range.A $100 compensation is less than adequate for the now almost four months waiting for Sears to repair and/or replace the range.

Second, I still request the Desired Settlement identified in the complaint:Receive instructions/authorization to replace the range (have received); select replacement range; Sears uninstall/remove irreparable range, and install replacement range; receive inconvenience compensation for not having use of oven since Dec 13, 2022.

Sincerely,

*************************
Customer Answer
Date: 04/03/2023

Complaint: 19524545

I am rejecting this response because:
The range being replaced is a Kenmore Elite 30 white slide-in dual oven range with digital controls. There are three ranges on sears.com that almost meet that specification (see attached). None of them are priced anywhere near $1,300 ($1,400) and none of them have digital controls.

Sincerely,

*************************
Customer Answer
Date: 04/06/2023
Complaint: 19524545

I am rejecting this response because:

1. Via their 4/4/2023 email Transform CO Specialist | Regulatory Complaints (Sears) *********************** advises:

* For considerations, I increased the amount from $1300.00 to $1600.00. Under the agreement Mr. *************;was not required to accept the comparable model offered. The model is just referenced so that he knows how we determined the authorized amount that could be used towards whatever range he would like to select. We confirm that dollar amount will completely cover the amount necessary to provide the contract holder with a comparable range with no money due out-of-pocket. If he selects a different model with a sales price at, or lower, than the authorized amount, he will not be responsible for any charges and if it is less, then any amount not used is forfeited. If the consumer chooses a model that is selling for more than the authorized amount, he would be responsible for any price difference, plus any applicable taxes on that amount. Thanks.
2. Via their 3/29/2023 email Transform CO Specialist | Regulatory Complaints (Sears) *********************** offered:
* $1.300 (plus $100 inconvenience compensation) to include the replacement cost, tax, delivery, removal of the old range and installation of the new range.I was to select a replacement only from the sears.com website.Nothing close to the range being replaced is less than $3,200 on sears.com.
3. Questions to ***********************:
* Is the 4/4/2023 offer now for $1,600 plus the $100 inconvenience compensation for a total of $1,700?

* In view of the multiple times since Oct 2022 Ive spent on the phone with Sears MPA (talking to multiple people during each phone call), Sears Home Services (talking with multiple people during each phone call), Sears Scheduling and Parts, Sears Scheduled Dispatched Repair Technicians, etc., $100 is nowhere near an acceptable inconvenience compensation.

** I would consider a $100 inconvenience compensation for each month (Dec 13, 2022 April 6, 2023 (today and counting)) for $400 more suitable and fair.Especially in view of all the times going back to Oct 2022 Ive been told how sorry Sears is for any inconvenience Ive had.

* The attached listing identifies three suitable replacements for the range found today on sears.com.The primary choice would be the ******* NE63A6751SS/AA at the sears.com price of $1,393.However, nowhere is this item identified as being the needed 30 model. If this is a 30 model, it is acceptable.

** For considerations outlined above, I would like Sears to increase the amount to $2,000, order the ******* NE63A6751SS/AA (at the sears.com price of $1,393), schedule delivery, removal and disposal of the existing range and installation of its replacement.
Sincerely,

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

Customer Answer
Date: 04/07/2023

Complaint: 19524545

I am rejecting this response because:

1. Via their 4/4/2023 email Transform CO Specialist | Regulatory Complaints (Sears) *********************** advises:

* For considerations, I increased the amount from $1300.00 to $1600.00. Under the agreement ******************** was not required to accept the comparable model offered. The model is just referenced so that he knows how we determined the authorized amount that could be used towards whatever range he would like to select. We confirm that dollar amount will completely cover the amount necessary to provide the contract holder with a comparable range with no money due out-of-pocket. If he selects a different model with a sales price at, or lower, than the authorized amount, he will not be responsible for any charges and if it is less, then any amount not used is forfeited. If the consumer chooses a model that is selling for more than the authorized amount, he would be responsible for any price difference, plus any applicable taxes on that amount. Thanks.

2. Via their 3/29/2023 email Transform CO Specialist | Regulatory Complaints (Sears) *********************** offered:

* $1.300 (plus $100 inconvenience compensation) to include the replacement cost, tax, delivery, removal of the old range and installation of the new range.I was to select a replacement only from the sears.com website.Nothing close to the range being replaced is less than $3,200 on sears.com.

3. Questions to ***********************:

* Is the 4/4/2023 offer now for $1,600 plus the $100 inconvenience compensation for a total of $1,700?

* In view of the multiple times since Oct 2022 Ive spent on the phone with Sears MPA (talking to multiple people during each phone call), Sears Home Services (talking with multiple people during each phone call), Sears Scheduling and Parts, Sears Scheduled Dispatched Repair Technicians, etc., $100 is nowhere near an acceptable inconvenience compensation.

** I would consider a $100 inconvenience compensation for each month (Dec 13, 2022 April 6, 2023 (today and counting)) for $400 more suitable and fair.Especially in view of all the times going back to Oct 2022 Ive been told how sorry Sears is for any inconvenience Ive had.

* The attached listing identifies three suitable replacements for the range found today on sears.com.The primary choice would be the ******* NE63A6751SS/AA at the sears.com price of $1,393.However, nowhere is this item identified as being the needed 30 model. If this is a 30 model, it is acceptable.

** For considerations outlined above, I would like Sears to increase the amount to $2,000, order the ******* NE63A6751SS/AA (at the sears.com price of $1,393), schedule delivery, removal and disposal of the existing range and installation of its replacement.

Sincerely,

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

Business Response
Date: 04/12/2023
April 12, 2023

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

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

We completed the investigation of Mr. ********* rejection to my response.

We received Mr. Cwiekalos rejection to my response and his dissatisfaction that the authorized amount was not sufficient. We would first like to clarify that with any service oriented industry, there is always going to be the possibility that an appointment might need to be rescheduled. While there are various factors that can cause this to happen our technicians make effort to complete their assigned routes, but unfortunately there are times when it may not be possible. The offer stand for $1,600 and I will be happy to add the $100.00 compensation to the authorized amount for the total of $1700.00. My position to this matter is final and the $1700.00 is final as well. If ******************** wishes to purchase a range that is more expensive than the authorized amount he will be responsible for the price difference plus tax. The protection agreement requires him to choose and purchase the replacement model from Sears and he has 90 days to complete the replacement process. Again, we confirm that dollar amount will completely cover the amount necessary to provide the contract holder with a comparable range with no money due out-of-pocket. If he selects a different model with a sales price at, or lower, than the authorized amount, he will not be responsible for any charges and if it is less, then any amount not used is forfeited. With this being said,since we address his concerns and provided him sufficient amount towards the replacement we again ask to have this matter close.

Again, we apologize for any problems or frustrations that ******************** it 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: 04/17/2023

Complaint: 19524545

I am rejecting this response because:
Please see five (5) uploaded files.

Sincerely,

*************************
Business Response
Date: 04/24/2023
April 24, 2023

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

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

We have completed the investigations of Mr. ********* rebuttal to our response.

We received Mr. ********* rejection to our response regarding the range that have been approved for a replaemecement. For clarifications, he decline the authorized amount and I do not recall that he accepted the authorized amount of $1600.00 and the offer of $100.00. The replacement was not process because he did not acknowledge and approved the authorized amount and the additional $100.00 offer. If he wanted to have the replacement progress he must approved the offer and send me the confirmation approval via email. Again, I will be happy to progress his case and the replacement once I hear back from him with his approval as I do not assume that he accepted the offer. Again, I will respectfully ask this case to be close.

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

Sincerely,

***********************
Regulatory Complaints Specialist
Email: ******************************************************************************
Customer Answer
Date: 04/26/2023

Complaint: 19524545
I accept the authorized amount for the range replacement to be $1,700. Therefore, request Sears order the replacement (30 ******* NE63A6751SS/AA) and advise when it will be delivered,the old range removed and the replacement installed?

However, request the case NOT BE CLOSED until the replacement range is delivered and installed. Because as *********************** so emphatically articulates ... We would first like to clarify that with any service oriented industry, there is always going to be the possibility that an appointment might need to be rescheduled. While there are various factors that can cause this to happen our technicians make effort to complete their assigned routes, but unfortunately there are times when it may not be possible.

I dont want to get caught ** in another circle of canceled and/or rescheduled appointments for the delivery, removal and installation of the replacement range.

Sincerely,

*************************
Business Response
Date: 05/03/2023
Hello,
The range that was processed by the agreement ************** has been rescheduled to May 20th. as that is the next available delivery date. If this is not a good day let me know and I can see what is the next available date. Thanks.

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

SPECIALIST | REGULATORY COMPLAINTS

F: ************

TRANSFORMCO
Customer Answer
Date: 05/03/2023

Complaint: 19524545

I am rejecting this response because:
It doesn't tell me what is going to happen on May 20. Is the replacement range going to be delivered, the old one removed and the replacement installed on May 20? My sears.com account doesn't show any active order in the queue.

My wife and I have a church commitment for 3 pm on Sat, May 20. If the service time frame will go beyond 3 pm, we need to reschedule for another day please.
Sincerely,

*************************
Initial Complaint
Date:03/02/2023
Type:Billing 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.
12/20/2022I used Sears home repair services, the technician was late, I called to have the diagnostic fee waived since I missed a whole day of work. I was told that the diagnostic fee would be waived. I have an invoice that shows it was waived. However, Sears went around that and charged me for labor that was done. Technician finally showed up, he looked at the washer (diagnosed it), then told me what I needed to do to fix it. I proceeded to fix it, in front of him, then I ran the washer to make sure it worked. He didnt do any labor. Then he put in the notes, washer checked, test ran, washer checked ok. The technician wrote this as if he did the work when verbatim he told me if I click this button, youll owe this much money. If I dont and tell you what to do, you wont owe anything.Now Im stuck with an $89.00 charge, which is the exact amount for a diagnostic fee that I was told would be waived due to the technician showing up outside the service window.
Business Response
Date: 03/29/2023
March 29, 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. ******** request to be refunded for the trip charges fees to assess his washer.

****************** was provided a refund for the trip charges fee for services rendered on December 20, 2022. A refund in the amount of $89.00 was processed on March 29, 2023, we would note that it can take 2-3 weeks to receive the check and if he has not received it within that timeframe he is welcome to email me for assistance at ***************************************** With that said, since we did provide ****************** with his requested resolution, we have closed our file.

We apologize for any problems or frustrations that ****************** has 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

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