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:03/02/2023
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.
reimbursement promised / not received after sears home services neglected to show up for their appointment without contacting us of their cancellation on 11-jan-2023 / rescheduling 26-jan-2023 / required to use commercial laundry services!
Business Response
Date: 03/24/2023
March 24, 2023

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

Re: *********************
       File Number 19524542

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.

With that said, we have completed our investigation of ***************** complaint regarding the problems he encountered with the dryer.

Upon receiving his complaint, we contacted the local service unit for assistance. Our records indicate that the technician completed the dryer repairs on January 26,2023. Per the technician, he replaced all shocks and checked operation, all checks good. Since we have confirmed with the technician that the dryer is in working order, we have closed our file.

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

Sincerely,

***************************
Regulatory Complaints Specialist
******************************************************
Customer Answer
Date: 03/25/2023

Complaint: 19524542

I am rejecting this response because:

Sincerel

*********************
Sear's Warranty Services (SWS) drop the scheduled service that was promised in first week of January (08:00 - 16:00) without notifying myself / I called in @ 15:00
SWS and asked if the technician was still planning to service the dryer & @ that time was told the service was cancelled - I got an apology & was told for that interruption
I would be receiving a $50.00 inconvenience check through the mail for the laundry services (laundry mat) charges I would incur.

I never received the promised check - when I called back - about 3 weeks later - SWS said they do not store phone/transcript records - therefore I was not going to receive this payment as promised!

No, I am not satisfied
gth
Business Response
Date: 03/27/2023
March 27, 2023

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

Re: *********************
      File Number 19524542

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.

With that said, we have completed our investigation of ****************** rebuttal to a response we previously sent.

Upon receiving his complaint, we reviewed our records for the washer and the dryer, the dryer repair was canceled on December 28, 2022, and however there are no documentations regarding a check for $50 nor for the washer which the repairs were completed on January 26, 2023. Per the agreement, the $50 service promise check is only issued if the repairs werent completed after an attempt to repair is made by the technician. Please see terms of contract below. Accordingly,we have closed our file.

SERVICE PROMISE. In the event that we do not repair your Covered laundry, kitchen or HVAC Product on our first (1st) in-home repair attempt and you will be without the use of your Covered Product, we will provide you with a one-time rental reimbursement or allowance up to $50 at our sole discretion. To file a claim go to www.searspabenefits.com.

We appreciate the opportunity to address this issue.

Sincerely,

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

Complaint: 19524542

I am rejecting this response because:

Sincerely,

*********************
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 purchased my refrigerator from ********** in the fall of 2020 with an extended 3 year warranty (Sears). On January 12, the fridge stopped working due to to a power surge. I had someone come out and test it who told me a control board needs to be changed. After that I waited for the first available appointment from A & E Services on Jan 25, 2023 where the technician showed up and closed my case without repairing the appliance or ordering the part. After multiple calls, the part was ordered and sent to my house and another appointment was scheduled for March 1st. On March 1st, my appointment with A&E Services was cancelled without my consent and rescheduled for another day in March. At this point my family has been without a refrigerator for over 30 days.
Business Response
Date: 05/09/2023
May 9, 2023

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

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

Dear BBB Customer Relations:

We have completed the investigation of Ms. ******** ********* regarding his dissatisfaction that his fridge failed sooner than he expected.

After reviewing Ms.******** ********* and our records, we contacted our service department and were informed that our third party service department completed a service repair on March 15, 2023. The service technician that the main board needed to be replaced. Once this repair was done, the fridge was found to be in working order. Based off the aforementioned, we have closed our files.

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

Sincerely,

Regulatory Specialist,Regulatory Complaints
Transformco LLC
imx integrated member experience

Customer Answer
Date: 05/09/2023

Complaint: 19524541

I am rejecting this response because my complaint was not about the fixability of the refrigerator, it was about the length of wait it took for the third party to repair the appliance. If you checked the records, the first visit from the technician was on Feb 13, this is already two weeks after I reported the failure. On Feb 13th i informed the technician that it was the control panel. It took 2 more visits and almost 2 months more to repair this. This [rotection plan is an absulte disgrace and it was not executed in good faith.

Sincerely,

*********************************
Business Response
Date: 05/16/2023
May 16, 2023

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

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

Dear BBB Customer Relations:

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

We have reviewed Ms.******** rebuttal, and we do not find that ****************** has brought any new information to her complaint. Unfortunately, we are not always able to arrive at a resolution that would meet with a consumers complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. Based off the aforementioned, we have closed our files.

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

Sincerely,

Regulatory Specialist,Regulatory Complaints
Transformco LLC
imx integrated member experience
Initial Complaint
Date:03/02/2023
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.
$4,000I bought a fridge from them and paid for warranty and extended warranty and my fridge has been leaking water everywhere, it hasnt made ice since my purchase, and it makes loud noises like a lawn mower. I have called multiple people trying to get this resolved, and they always transfer me to another agent then hang up. They have came to my home multiple times and say they fixed it but it is never fixed and I am wanting my money back so I can afford to go to another company and purchase a fridge that actually works. I shouldnt have to be paying 150 a month for my fridge payments and warranty payments and it still not work.
Business Response
Date: 05/09/2023
BBB Customer Relations
**********************
******************************************* #****
*******, ** 60611

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

Dear BBB Customer Relations:

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

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

************ has had a *** since 2021 and since Transformco is not a part of Cinch we do not have any premium payments and this complaint will need to be address with Cinch/HomeSure directly. We know Cinch is committed to fairly resolving any issues sent to them but they will enforce the terms of the contract.

If ************ feels they have not taken care of this issue or that they still have a valid dispute against the terms of this coverage, they are also able to file a complaint directly against his Sears Home Warranty/Cinch by filing with the ******* BBB. Prior to doing so, Cinch does state on their BBB site:

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

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

Sincerely,

*******************************
Regulatory Complaint Specialist
**********************************************************
Customer Answer
Date: 05/13/2023

Complaint: 19524539

I am rejecting this response because:
Even though our warranty expired and we bought more through a company they promoted and pushed ** into purchasing, we called multiple times during their warranty time period. We were always brushed off or they sent the same guy to fix the problem and he would always just come to our house and Im assuming he just did a temporary repair because the appliance was never fixed and would do the same thing it was before. We complained multiple times on this service man but nothing was ever down they always had an excuse that there was something else was wrong. We also requested that they send a different service man but they never did because they stated that was the only one they had a south ***********. Whenever I would call back and try to get answers or a solution to our issue the customer service representative would always hang up on me or just keep transferring me to another representative which it would then ring for 10 mins until the call was hung up on their end. We finally were fed up with their customer service and care and our warranty expired to which we purchased a different kind/ brand that they promoted to be excellent and better for repair on appliances. After I purchased that warranty then they explained that they dont have any service representatives any where near my area and they would have to contract another outside company to come repair my appliance but they would not be able to give me an estimate on when they service man would be here. Which was not a big problem until they told me we had to pay the $100 deductible before we could even put in a request. Who would pay that without knowing when the service would be done or even looked at. This is such a big issue because I have 2 children under 3 and I can not keep any refrigerated items because my fridge does not work, and I do not have a lot of extra money to just go purchase a new refrigerator. I really need something to be done like just a refund for my refrigerator and they can come pick it up or a replacement.
Sincerely,

***************************
Business Response
Date: 05/16/2023
BBB Customer Relations
**********************
*********************************************** #****
*******, ** 60611

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

Dear BBB Customer Relations:

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

We have reviewed both our response and Ms. ***** rebuttal, we understand she is not happy with our results but we do not find that she has brought any new information to her complaint to change our standing.

************ purchased her refrigerator in 2019. We have no records of request for service until 2021. So we have no records of her refrigerator or ice maker not working from the beginning. It should be noted that ************ paid only $1200.00 for her refrigerator in 2019, not the $4000.00 she indicates.

Records show that despite Ms. ***** allegations she had no issues with her refrigerator for 2 years after purchase. We see no need to honor her request to replace a 4 year old refrigerator under a one year manufacture warranty therefore this case remains closed.

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
**********************************************************
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.
My daughter purchased a gas oven for me in September 2017. Within a few months of having and barely using, in 2018 the glass in oven door shattered. I called and technician came a few days later to replace.. A year later the rubber around the oven door loosened. On the 20th of February, the oven went out. I called and a young lady stated someone would reach out to me. That never happened. I called again and finally talked to someone. She states the stove is too old and not under warranty. I stated it's barely 5 years old. The normal life of an oven, refrigerator or any major appliances is ***** years when purchased brand new. The lady ************* argued with me.She also lied and said she would waive fees that technician would charge for coming out. The technician called on this morning, which is March 1st, and stated what she said was not correct. He said he would charge for coming out and if I decided to get oven repaired he would take the $99 service charge and deduct from the cost of repairs. This oven is basically new and should not be already having this much repair. It's been well maintained as well as not used often. I'm filing this complaint against this company for a defective oven. They can either fix free of charge or give me a brand new one free of charge.
Business Response
Date: 05/03/2023

May 3, 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 range failed too soon; and her request for service at no charge.

We apologize that Ms. ******** range failed to meet her expectations of longevity. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially after the manufacturers warranty has expired and covered repairs are not an option. It is for this reason that Sears, and most other retailers, offer some sort of extended warranty coverage; ****************** did not purchase an extended warranty. We researched and there are no service bulletins provided from the manufacturer related to her range model.

We reviewed the case notes and service order related to the range. According to our records, the range was purchased in 2017 and this model held a one-year manufacturers warranty. We found that ****************** was working with our Executive Member Support team regarding the same issue. As a good-will gesture, ****************** was offered to schedule service through Sears service and that the technician would waive the diagnostic fee. Unfortunately, the technicians do not have the capability to waive fees on non-warranty service orders (cash calls), and the technician informed ****************** that he would have to charge her for the visit; she cancelled service. We want to assure ****************** that our management team was submitted feedback regarding the incorrect offer, and will be used as a coaching opportunity.

We contacted ****************** and advised that we could not waive the $99 diagnostic fee, but we could offer a $99 refund after the service is completed by our technician. We offered to schedule service once again with the $99 refund offer. ****************** declined the offer and reiterated her dissatisfaction with the quality of the range and that it should not have failed within 5 years. If ****************** changes her mind and decides to continue with the repair, she can contact me on or before May 19, 2023 or the offer will expire. 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

Customer Answer
Date: 05/11/2023

Complaint: 19524538

I am rejecting this response because:
I do give my apologies for not getting back to you sooner. However, I read the information sent but, I will never agree to this decision. This was an experience that I hope no one else encounters. I'm basically asked to spend even more money for a technician. I DO NOT trust a reimbursement. I believe the company knew this range was poor quality. They should have been obligated to stand behind their products. Being this is not the case, I hope they will understand consumers like myself want quality and not things that are defective.
Sincerely,

***************************
Business Response
Date: 05/16/2023

May 16, 2023

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

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

Dear BBB Customer Relations:

We have completed the investigation of Ms. ******** rebuttal to our response regarding her dissatisfaction that the range failed too soon; and her request for service at no charge.

We have Ms.******** rebuttal, and we do not find that she has brought any new information to her complaint. While we understand that she was dissatisfied with the quality of the range and that it failed sooner than expected, we are unable to ***** her request for service at no charge. The fact remains that ***************** was not covered under any type of warranty or protection agreement and therefore is not entitled to receive service at no charge. Unfortunately, we are not always able to arrive at a resolution that would meet with a consumers complete satisfaction. *************** case we do apologize that we failed her expectations, but we feel that our offer to a $99 refund after the service is completed is reasonable; which she has refused. With that being said, since we have addressed the issue brought forth in Ms. ******** rebuttal,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

Customer Answer
Date: 05/16/2023

Complaint: 19524538

I am rejecting this response because:I do not trust paying an additional $99 fee. It more than likely will not be refunded immediately. Therefore if the company can't honor this request, I will be discussing with a lawyer what's for my best interests. Best regards to all concerned. Thank you!

Sincerely,

***************************
Initial Complaint
Date:03/01/2023
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.
01/21/23 - ************** Range was delivered to my home as replacement for *********** Range that was unrepairable under a Sears Master Appliance Protection Warranty (***************). On 1/5/23 service order #****-43470675 for the *********** Range escalated to the **** Team for replacement. Spoke with several ***************************************** between 1/4/23- 1/26/23, no resolution for Gas Range/Stove ordered on 1/16/23, spoke with Ari - operator ID#***************, Sears order # ************ - ********************** Range - Total $939, warranty credit - $687, I paid out by me -$288.51. I need the new gas range installed & the old range hauled away. The business Sears **************************** Holdco failed to install the replacement - new ************** Range/Stove in my home that was delivered on 1/21/23 and to this date is still in a box in my ********* have talked repeatedly to several Sears representatives to try to resolve this matter with no success. I have a range/stove that was delivered on 1/21/23 in a box and sitting in my garage still not installed. The only solution that Sear has offered to me was a check for $149.99 to cover the installation cost for an outside installer of this item (e.g., new Frigidaire Range/Stove) which is currently under a Sear Master Warranty and this price doesn't include removal and disposal of the irreparable Kenmore Range/Stove. As a matter of fact, Sears doesn't' know what it will cost for installation of the new range/stove, removal and disposal of the old range/stove. I need my new ********************** Range/Stove installed immediately by Licensed Sears or a Sub-Contractor of Sears of my new Gas Range/Stove replacement as promised by this business. I want to ensure that my Master Protection Warranty on my new Frigidaire Range/Stove will continue to be in full effect and installed by a licensed Sears Plumber. BBB's assistance to resolve this customer complaint will be much appreciated.Thank You,RGD
Business Response
Date: 05/03/2023

May 3, 2023

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

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

Dear BBB Customer Relations:

We have not completed the investigation of Ms. ****** complaint regarding the problem he encountered with the installation of the gas range that was replaced through his protection agreement.

Firstly, we apologize for any inconvenience or frustration that ************** may have experienced. We contacted ************** and she confirmed that the delivered range has not been installed. Unfortunately, we do not have a licensed contractor in the area to complete the gas installation. Therefore, our contract department issued ************** a check for $149 to hire a plumber/contractor to install the range. ************** is concerned that the installation and haul away cost will be more than $149. We would like to note that the protection agreement will only cover standard installation and haul away. Standard installation is connecting the new product to existing electrical and plumbing. It does not cover the cost of any additional parts for the installation (for examplevalves, hoses, pipes, conversion kits, fittings, etc).

************** has agreed to send me an itemized estimate for the installation for review. Once we receive the estimate, we will determine if any reimbursement will be issued for the installation. 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. ************* issue is not resolved to her satisfaction, she can reopen it later even if the Better Business Bureau has closed it as resolved. We respectfully ask to have this matter closed at this time.

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

Sincerely,

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

Customer Answer
Date: 05/07/2023
05/07/23
**mplaint: 19523803

I am rejecting this response because: I would prefer for the BBB complaint to stay open until the completion of the new gas stove installation and the haul away of the old irreparable stove. I have made contact with a reputable appliance repair & installation company to request a licensed plumber & a written estimate for the prior mentioned services. I hope to hear back from this company early next week with a written estimate then will email **************** this document for ** to determine next steps. Please see below my last email to this Transform ** representative. I would appreciate your reply about my request to keep the BBB complaint open until the compete resolution of the matter.
Sincerely,
******************************
05/02/23
Hello Ms. ************************ you prior email. The stove is still sitting in my ********* am working on finding a licensed plumber that can install gas stoves to get an estimate of the total installation and haul off charges. I hope to locate someone this week then I will follow up with you with a written estimate for us to discuss next steps. I would appreciate your patience regarding this matter and my locating a licensed plumber. I have been waiting for months to hear back from Sears, now Transformco. I heard nothing from your company until I filed a BBB complaint. I hope to be in touch soon.
Thank You,
******************************,
Disappointed Customer

Business Response
Date: 05/11/2023

*** 11, 2023

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

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

Dear BBB Customer Relations:

We have completed the investigation of Ms. ****** rebuttal to our response regarding the problem she encountered with the installation of the gas range that was replaced through her protection agreement.

We received Ms. ****** rebuttal and she also contacted ** on *** 8, 2023 to notify ** that she hired a plumber to install the range. However, she discovered that the range was damaged and the installation was not completed. We would like to note that a consumer has 72 hours after the delivery to report any physical damage and request an exchange; and Ms. ****** range was delivered in January 2023. As a good-will gesture, we offered to exchange the range. Unfortunately, the same model was not available to order, and ************** selected a different model.

On *** 11, 2023 we placed the order for the new range and the expected delivery date is set for *** 19th. We also found that the delivery team will be able to hook up the gas range, so ************** does not have to hire a plumber. 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. ************* issue is not resolved to her satisfaction, she can reopen it later even if the Better Business Bureau has closed it as resolved. We respectfully ask to have this matter closed at this time.

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

Sincerely,

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

Customer Answer
Date: 05/12/2023

Complaint: 19523803
05/12/23
I am rejecting this response because:
I truly appreciate **************** recent efforts to resolve this matter. I appreciate the exchange of the damaged replacement range with a new gas range to be delivered on or about 05/19/23. However, l was told in 01/23 by Sears after I notified them of the new replacement gas range delivery in a box, not installed by the delivers and placed in my garage that the new replacement gas range would be installed by a Sears installer within 48 hours. Well, as we are here in 05/23 and that warranty covered replacement gas range never happened. I placed numerous calls over several months to a Sears with No response. Also, I was not aware of the Sear appliance inspection guidelines until **************** made me aware of these as of May 8, 2023. I left the boxed stove unopened to avoid risk of issue arising about it being damaged while in my possession. know now that as soon as the newly ordered gas range is delivered I will make sure that they open it immediately for inspection. We will inspect it together before the delivery team leaves my home just in case it is damaged too. Although, *************** appears honorable, sincere in her efforts to resolve this matter. She implied in her correspondence via email that the damage could have happened while it sat in my garage for five months. I waited, waited for Sears to complete the job. I repeatedly reached out to various Sears Representatives with no success. It was not until I filed this BBB complaint that I got a response. My trust, faith in the Sears/TransformCo has sadly been broken and concerns about my satisfaction with the completion of the installation and resolution of the BBB complaint are still up in the air. Again, I would request that this BBB complaint remain open until after 05/19/23 when the new gas range and installation is to occur. It would be unfair to me as a customer /consumer to close out the ******************** complaint until the job is done. This would allow me one last follow up conversation with **************** to finalize my complete satisfaction with the resolution of this matter and the closure of the BBB complaint.
Sincerely,

******************************
Initial Complaint
Date:03/01/2023
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 Sears Home Warranty Plan, and I am very dissatisfied with the service experience I have had since reporting my over-the-range microwave inoperable in 12/2022 . A technician originally came to my house on 12/14/2022 and diagnosed the problem as a bad thermostat, which was subsequently ordered. On 1/4/2023, the technician came to install the thermostat, but the microwave was still not operable. He stated that someone would contact me about next steps; no one ever did.Since 1/4/2023, I lost track of the number of attempts I made to determine what would happen next. In each case, I had to initiate the contact. The only unsolicited contact I received was from the Parts Recovery Team wanting to know where the ordered part was. Throughout this time, I continued to check the Sears home warranty site (Cinch My Account (cinchhomeservices.com) but received no updated information. I called customer support repeatedly in early February and was told to check the status online in a few days and it would be updated. I checked back in a week, but nothing was updated. I called customer support twice on 2/14/2023 and finally reached a person without having my call dropped. I was told that the microwave could not be repaired. I was given the option of replacing or obtaining a buyout. I was told my warranty plan included delivery and installation. None of this information about replacement was reflected in the status of the warranty site, which proved useless, or communicated to me by phone or electronically.I eventually received a call from a third party and was told the microwave would be delivered and installed on 2/ 25/2023. The delivery person said he did not do installations. When I called the delivery company, I was told to call Sears Home Warranty.It took 9 phone calls on 2/28 to finally be told that no technician would be sent for the installation. I would have to arrange this myself and $100 was sent to me for this purpose. I have received no payment.
Business Response
Date: 04/17/2023
BBB Customer Relations
**********************
******************************************* #****
*******, ** 60611

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

Dear BBB Customer Relations:

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

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

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

In this case, ******************** has had a *** since 2018. The terms and conditions are very clear at this time we have forwarded this complaint over to our direct contacts at Cinch and they are committed to fairly resolving any issues we send to them but they will enforce the terms of the contract. If ******************** feels they do not take care of this issue or that they still have a valid dispute against the terms of this coverage, they are also able to file a complaint directly against his Sears Home Warranty/Cinch by filing with the ******* BBB. Prior to doing so, Cinch does state on their BBB site:

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

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

Sincerely,

*******************************
Regulatory Complaint Specialist
**********************************************************
Customer Answer
Date: 04/18/2023

Complaint: 19523743

I am rejecting this response because I did not receive the promised $100 that was supposed to cover costs to install a replacement microwave. The check was supposedly mailed by Cinch at the end of February 2023. (Cinch apparently now handles the Sears Warranty.)
I was told by Cinch that they cannot send a check to my post office box, which is where I receive all mail, and had sent the check to my physical address, (wWhere no mail is received). The *********** would have returned the check as undeliverable. I have not received it. I am owed $100 and verification that my account (********) with Sears Warranty was cancelled as I requested online on 3/20/2023 with a postal mail follow up on 4/9/23.
Sincerely,

*************************
Initial Complaint
Date:03/01/2023
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 called back in sept. 2022 to get a repair on my washer. I was told that my coverage was through a third party and they gave me a # to precision television. As i called i just get a recording. Never answer. Ive called back sears and the just transfer me to different people and i get the same response. I want my washer repaired or my money back on my extra coverage i received that i cant even use and its ready to expire in june. They even canceled my appointment that i had.
Business Response
Date: 03/28/2023
March 28, 2023

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

Re: *******************************
File Number 19508877

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 ************************ complaint regarding the problems she encountered with the washer.

We reviewed ************************ complaint and contacted the local service unit for assistance. Our records indicate that she was contacted on March 23, 2023 and an appointment was scheduled for a tech to return to the home on April 3, 2023 to service the washer.

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

Sincerely,
***************************
Regulatory Complaints Specialist
******************************************************
Initial Complaint
Date:03/01/2023
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.
On February 9, 2023 a Sears Home Services technician came to my home to evaluate why my Kenmore dryer was not working on sensor dry and to clean the lint from my dryer. He said the sensor was bad and the part was $8 and the repair would be $386.01. After agreeing and giving my Credit card information I called and cancelled 2 hours later because I figured the dryer still was working on the timed dry cycle. Nonetheless, I received the part on February 13. Every subsequent time I called, which was about 4 times, I was told someone would be contacting me in 2-5 days or within ***************************************** credited my card. I called someone else to clean the dryer because Sears never performed the cleaning. After they cleaned the dryer and vent it worked fine, as that was apparently all it needed. I called the home office today at ************** and the Kenmore specialist said she would credit my credit card. Then she said she could not credit the Discover Card and when I gave her a Sears Mastercard she insisted it was a prepaid card, which it is not. I gave her the third CC information and she asked for my name, address and CC information, then she asked for my DOB. At that point I said I was not comfortable with giving that information and asked how much she was crediting my card and she hung up. I immediately called my CC company and alerted them to possible fraud. I thought I was dealing with a company representing Sears and now I don't know what to think.
Business Response
Date: 03/22/2023
March 22, 2023

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

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

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 Ms. ********* complaint regarding the problems she encountered with the dryer and her request for a refund.

We apologize that we failed Ms. ********* expectations in regards to the recent services she received for the dryer. We value her patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrations. We sincerely apologize to ******************** for any inconvenience we may have caused.

As of March 8, 2023, ********************, was authorized to receive a refund in the amount of $249.98 since she canceled the service. We have issued another refund for $136.03 for the trip charges on March 22, 2023. Charges were refunded to her on her credit card ending on ****. She should be aware that it could take her card issuer anywhere from 1-5 business days to post that refund to her account depending on their policies governing refunds, and if she has not received it within that timeframe she is welcome to email me for assistance at ****************************************. With that being said, since we did provide Ms. *************;with her requested resolution, 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. Please feel free to contact me at **************************************** if you have any further questions.

Sincerely,

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

Customer Answer
Date: 03/22/2023

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:03/01/2023
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.
Sears home service fails to comply with contract repair agreement- 2 months without microwave and use of my stove due to ventilation issues. Sears subcontracted NYTech TV Repair to repair my Microwave and stove. Microwave stopped working and Stove had issue with steel trim on glass door. Repair company came out and did nothing for stove repair left and didnt tell us anything! Called them and they stated they cant help us that sears needs to contact us! Nobody called! Notice on text appointment that NY repair ordered and states installed parts for stove that they never replaced(Burner, fan and display) - never replaced- called and argued with sears to prove this occurred! They sent out another company to confirm- they did and replaced glass on stove! Same company also serviced Microwave! Technician states he hates working on microwave and appears not to have been knowledgeable on microwave repairs. He diagnosed issue and ordered fuse, circuit board and control module. This microwave at this point is only 2 years and never was serviced! When he dismantled- he broke grille tab and control board tab. They ordered control board but no grille- states not covered??? Parts arrived and same technician returned. He installed parts ordered and still not working. Upon further diagnostics, he blew out new glass fuse, caused a loud pop and spark in microwave and blew the 20amp circuit on my fuse panel! He concluded that the microwave needs more parts and would not be repairable! He left, They sent another technician who confirmed the same! 2 weeks later- no call from subcontractor or sears! Tried to get through to sears thru app and contact, but there phone system is confusing and misleading. Made about ten different attempts to contact them. Finally, i get through and they state unit is not covered due to misuse! I ask what was reason for misuse- no answer- no comment. Same company that defrauded them - is retaliating on us! Sears informed us they escalated this about 10 times
Business Response
Date: 04/19/2023

April 18, 2023

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

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

Dear BBB Customer Relations:

We have completed the investigation of Mr. ********** complaint regarding the problem he encountered when he requested service for the microwave through his protection agreement.

Firstly, we apologize for any inconvenience or frustration that ********************** may have experienced. We reviewed the service orders and case notes related to the microwave. We found that the initial service was performed by a contracted service provider. The assigned technician had ordered several parts for the repair. Our service management team contacted the provider to inquire the reason for the high cost of the repair. The technician reported that the microwave had substantial damage to the door handle, grille, and control panel front was broken off. Due to the alleged abuse/misuse reported, it was determined that the repair would not be covered by the protection agreement. However, ********************** disputed the alleged abuse/misuse and arrangements were made to send a Sears technician to re-diagnose and provide a second opinion.

On April 7, 2023 our technician found that the microwave needed a door switch replaced. The technician ordered the door switches, control panel, grill, and fuse to complete the repair. The parts have shipped to **********************, except for the control panel which currently on back order. Our parts research team is checking with other vendors to see if it can be shipped sooner. Once the part has been delivered, our technician will return to complete the repair. With that being said, since our agreement with the Better Business Bureau restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarranted. If Mr. ********** issue is not resolved to his satisfaction, he can reopen it later even if the Better Business Bureau has closed it as resolved. We respectfully ask to have this matter closed at this time.

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

Sincerely,

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

Customer Answer
Date: 04/27/2023

Complaint: 19518306

I am rejecting this response because:
Still not resolved! Although, they appear to be addressing the matter! Still waiting on part!
Sincerely,

*****************************
Business Response
Date: 05/03/2023

May 3, 2023

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

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

Dear BBB Customer Relations:

We have completed the investigation of Mr. ********** rebuttal to our response regarding the problem he encountered when he requested service for the microwave through his protection agreement.

We received Mr. ********** rebuttal and we do not find that he has brought any new information to his complaint. While we understand that he is dissatisfied that the repair has not been completed, we have informed him that the part is currently on back order from the manufacturer. Our parts research team were unable to locate the part from other sources for sooner service. Therefore, we are waiting on the manufacturer to ship the part. Unfortunately, the pandemic is still creating a delay in manufacturers receiving and providing parts. If the manufacture reports that the part is no longer available or if it has not shipped by May 19th, then we will move forward with a replacement product for **********************. If he has any questions, he can contact me at ****************************************** 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. ***************** issue is not resolved to his satisfaction, he can reopen it later even if the Better Business Bureau has closed it as resolved. We respectfully ask to have this matter closed at this time.

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

Sincerely,

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

Customer Answer
Date: 05/08/2023

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:03/01/2023
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 have a Sears home warranty, several years now. In November 2022, GEProfile refrigerator stated not cooling. Repairman took 3 weeks to come see what the problem was. Had to rent a refrigerator as it was during Thanksgiving and beyond. Part was replaced in December. Late January same problem, refrigerator not cooling. Same repairman came out. Ordered same part. Waited three weeks, no part ever delivered. I had to call to ask the holdup, found out no part available. Then was told it would have to go to authorization department to decide if it would be replaced. Assured it would take 5-7 days. That was about 10 days ago. Meanwhile, I cannot buy perishable items, and was never reimbursed before when I had to rent. In the contract they promise to be TIMELY, which is not true. I do not need the headache. They give me some poor customer service rep, so he can hear the rants but I never get to speak with anyone who can make anything happen!
Business Response
Date: 04/17/2023

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

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

Dear BBB Customer Relations:

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

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

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

In this case, ******************** has had a *** since June of 2020 therefore we have forwarded this complaint over to our direct contacts at Cinch and they are committed to fairly resolving any issues we send to them but they will enforce the terms of the contract. If ******************** feels they do not take care of this issue or that they still have a valid dispute against the terms of this coverage, they are also able to file a complaint directly against his Sears Home Warranty/Cinch by filing with the ******* BBB. Prior to doing so, Cinch does state on their BBB site:

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

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

Sincerely,

*******************************
Regulatory Complaint Specialist
**********************************************************
Customer Answer
Date: 04/18/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

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

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

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

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

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

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

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Transformco is BBB Accredited.