Complaints

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

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  Transformco

  5407 Trillium Blvd Ste B120 Hoffman Estates, IL 60192-3413

  
• 

  Transformco

  17550 Halsted St Homewood, IL 60430-2006

  
• 

  Transformco

  1235 Worcester St Natick, MA 01760-1512

• 

  Transformco

  2306 N Salisbury Blvd (WICOMICO) Salisbury, MD 21801

• 

  Transformco

  200 Kent Lndg (QUEEN ANNE'S) Stevensville, MD 21666

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:02/28/2023

  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.

  ** had requested for Kenmore cooktop repair through Sears and the appointment was scheduled for 31st Jan. ** were asked to pay the parts price in advance amounting to $674.00. But in the meantime we got to know the new cooktop will cost the same or even less so when the Technician named ****** came to premises on 31st Jan we declined for the repair . The technician took the parts we paid for along with him and assured us that just Visting fee of $109 will be charged to us and the remaining amount will get refunded. It has been almost a month now and every time we call the customer service they tell us that refund amount under processing is $275 only. Today I talked to customer service and they shared technician didnt update the returning of parts with them. As the technician took the parts with him and we no longer have them , we cant be made liable for its payment. I would request BBB to help me getting the promised refund amount instead of negligence by technician to return the parts to company.

  

  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 **************** complaint regarding the problems he encountered with the cooktop and his request for a refund.  Please be advised, ************** cancel the service.     
  
  We apologize that we failed **************** expectations in regards to the recent services he received for the cooktop.  We value his patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrations. We sincerely apologize to ************** for any inconvenience we may have caused.
  
  As of February 14, 2023, ************** was authorized to receive a refund in the amount of $545.22 for the incomplete cooktop repair, since it was a delay on a part, ************** requested the service to be cancel. Trip charges are not refundable. He should be aware that it could take his card issuer anywhere from 1-5 business days to post that refund to his account depending on their policies governing refunds, and if he has not received it within that timeframe he is welcome to email me for assistance at ****************************************. With that being said, since we did provide ************** with his requested resolution, we have closed our file.   
  
  We apologize for any problems or frustrations that ************** 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:02/28/2023

  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.

  Long story short is I have a valid warranty claim that's gone on for 2 months now. The item is out of stock, I have 110% verifiable proof that I've been told that I'm approved for replacement item in the amount of $849.99. The email also stated that anything over that amount of the 2 options they gave me is responsible or Either the responsibility of me to pay. That being said for a valid warranty claim which they've already said I have, I shouldn't have to pay anything yet here I am with 2 options they give me saying by the way if any of the options you choose are more money it's your responsibility. But it's also stated that I am allowed to comparably shop, now I did that andIt seems my complaint has since fallen on deaf ears and nobody cares including the idiots on Twitter.That being said this is for a 21 ft freezer and they gave me 2 options that would cost me more money that I should not have paid for warranty. I gave them a comparable option of a Frigidaire refrigerator freezer combo for the exact $849.99 amount, and it's been Zero Dark Thirty since. But I challenged them to tell me how a refrigerator freezer combo is not a comparable item just because it has an attached refrigerator. Because if you want to start splitting hairs on comparison's, we're gonna be here all day. My desired resolution is to get the Frigidaire freezer combo which is a comparable item for the exact amount they said I was approved for. End of story, because I will not choose something that cost me more money on a valid ******* warranty claim. I paid my dues when I bought the initial item! I almost forgot the coup de grce. The email which comes from a no reply address States to call a phone number that States to go to a Web page that is basically a 404 not found error. Even if you manage to get to the right start chat screen, any numbers you have to find your case aren't found Leaving you nowhere to proceed with chat. I fear my claim will lapse with them dragging feet...

  

  Business Response

  Date: 03/24/2023

  March 23, 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 freezer failed too soon and he was approved for a replacement under the manufacturers ***********************, 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 he may have experienced as a result of this issue.  Upon receiving his complaint, the freezer had been approved for a replacement under the manufacture warranty due to defective freezer door. He was provided $849.99 towards a replacement freezer unfortunately, he could not find a freezer that is available for delivery within the allocated amount. ******************** agreed a credit of $212.00 and he will keep the freezer as is. The replacement authorization had been canceled and voided. Since, he agreed to the credit of $212.00 and keep the freezer as is we have closed our file.
  
  Again, we apologize for any problems or frustrations that ******************** may have experienced with Sears. We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints or problems whenever possible.  If you have any further questions, you may contact me directly via email. 
  
  
  
  
  
  Sincerely,
  
  ***********************
  Regulatory Complaints Specialist
  Email: ******************************************************************************

  Customer Answer

  Date: 03/27/2023

   
  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,
  
  *****************************

   

  Ps; Credits been received by *********** but not settled to the account yet. Don't expect any issue w this, but should there be any. A new case will follow, *****

• Initial Complaint

  Date:02/27/2023

  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 a whole home appliance warranty thru Sears Home Warranty (contract # ********) which is the dba for Transformco. We filed a claim # SCCR133C4881 for our JennAir oven and microwave combo wall unit model JMW3430HP00. A technician came out on January 30th and determined we need a new user interface control panel asssembly based on error codes displayed on the *** screen. After 10 days with no contact, I called Sears Home Warranty (Transformco) and was told the part was backordered with no ETA. However, I found the part readily available online at several Replacement Parts websites including here: ************************************************************************************************************************************************************************************** For several weeks since, I have called and have been told repeatedly the issue was being escalated and would have a resolution in ***** hours. Every 4 days I call back and told the same thing. I was told my warranty allowed 30 days and if a part was not available I would receive a full replacement of the same or similar unit. It is over 30 days and today was told it will be another ***** hours. I had to purchase a counter microwave, but we have 3 children and not having an oven is severely detrimental. We need a fix or replacement asap.

  

  Business Response

  Date: 04/04/2023

  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 April 2022. The Terms and Conditions he was sent clearly state the obligor is Cinch not TransformCo or Sears. To be clear, Sears Home Warranty is NOT a dba for TransformCo.
  
  That being said Sears Home Services was contracted by Cinch to service Mr. ******* oven and according to our manufacture parts contacts the part needed was no longer available.This information was provided to Cinch as the Warranty obligor on 3/10/2023, if Cinch wants to use aftermarket parts as **************** pointed out may be available online then that would be their decision, not up to Sears *************
  
  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 which does not have any parts clause regarding the reason for replacement. 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
  **********************************************************

• Initial Complaint

  Date:02/27/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I own a Kenmore washing machine, purchased 8/16/2019. I purchased a 5 year in home warranty for this appliance. It stopped working in late December 2022. Sears sent a technician 1/5/23 to diagnose the machine. The control panel is not functioning. A replacement part was ordered 1/6/23. Sears has been unable to get the part. I have called 2/7/23, 2/16/23 & 2/27/23. I have been advised each time they have escalated the case and I can call back in **** business days. I cannot afford to purchase a new washer. I have requested to be reimbursed for the cost of the washer in the amount of $1044.99 plus the prorated time left on the warranty through 8/2024 so that I may go purchase a new washing machine. They have ignored all of my requests. I do not have a washing machine at this time. They have only reimbursed me $50 in cleaning fees. I cannot afford a new washer without this buy out. Can you please help be resolve my issue with Sears, as they keep just brushing me off when I clearly purchased a warranty from them. I have all of my original receipts.

  

  Business Response

  Date: 03/27/2023

  
  March 27, 2023
  
  Customer Relations
  ******* **********************
  *********************************************2006
  *******, ******** 60611
  
  
  Re: *****************************
         File Number 19507197
  
  Dear BBB Customer Relations:
  
  Before going further, we do want to note that due to the ******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 have completed our investigation of ************************ complaint regarding the problems she encountered with the washer.
  
  Upon receiving her complaint, we contacted the local service unit for assistance.  Our records indicate that the technician completed the repair on the washer on March 25,2023.  Per the technician: installed delivered part and tested unit, all tests okay.  Since we have confirmed the technician has completed the repair on the washer 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: 03/31/2023

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

  I do want to point out that this business did not respond until after I continuously made complaints and conveniently after my service appointment.

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

• Initial Complaint

  Date:02/27/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our initial service contract for furnace and central a/c was w/Sear's *** which was taken over by Transform **. On Oct 21, 2022 our furnace stopped, no heat. Transform ** could not give us a date until Dec 15,2022 to check our furnace. We are in our 80's. They gave us permission to hire a reputable company to do the work and stated in writing that they would reimburse us up to $1200.00. We called Horizon **. They charged us $1,301.89. We forwarded to Transform ** the invoices with detail work performed and the item(s) replaced. I have made 18 calls since October 2022 to obtain the status of our reimbursement. We get numerous people who answer the phone, even telling me that they mailed the check, but could provide no ck number. They did send us a check for $50.00 which we have not cashed. I am waiting for the full amount promised. In the mean time I have written a letter of Intent. I sent it through the post office by certified mail w/return receipt required. The post office could not locate them, they forwarded it to another address. We are still waiting for the letter to be returned to us. This is as concise as I can tell you the status of this situation. Transform ** should not be in business. We have an entire file of all the letters we have written to them. Any help that you can provide to us will be greatly appreciated. Sincerely, **************************** ************.

  

  Business Response

  Date: 04/18/2023

  
  
  
  
  
  
  April 18, 2023
  
  
  
  Better Business Bureau
  Customer Relations
  ******************************************* #****
  *******, ** *****
  
  Reference File # ******** *************************
  
  
  Dear BBB Customer Relations:
  
  We have completed the investigation of ****************** complaint regarding his dissatisfaction that he has not received the reimbursement check for the repair of his HVAC unit through his protection agreement.
  
  Firstly, we apologize for any inconvenience or frustration that **************** may have experienced. We reviewed the case notes related to the reimbursement and confirmed that the reimbursement claim was approved on November 15, 2022 for $1183.89; the check request was submitted. In ****************** case, we found that his claim was just not handed off correctly to the next point of contact and remained in an unintended stalled status where it failed to progress. On February 21, 2023 our contract department received ****************** letter regarding the same issue and it was investigated. The issue was corrected so that the claim could be corrected. On February 24, 2023 we issued **************** check number ********* for $1183.89 and it was cashed on March 14, 2023. 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:02/27/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a massage chair got a tiny package didnt open it returned to wish for a refund they have the item back and all the information but still have not given my my refund I want my money back like it says money back guarantee

  

  Business Response

  Date: 04/09/2023

  April 8, 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.
  
  The correspondence ********************** provided us with did not include enough identifying information to locate the order mentioned in her complaint. We ask that ********************** provide the email address she used at the time of placing the order online or an order confirmation number and name of website she ordered from. Since we do not have enough information to facilitate a resolution, we will need to close this issue pending the receipt of more identifying information. At that time, we would be pleased to re-open Ms.********** **************** Should ********************* have any questions, she may contact us via email at ********************************************************* the interim, we have noted Ms. ********** concerns and we respectfully ask to have this matter closed.
  
  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:02/27/2023

  Type:Product 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.

  February 10, 2023 I called Sears Home Services to repair my refrigerator. On February 11, 2023 the repair technician came out and diagnosed the problem. He said he needs to order two parts and I would need to pay in advance (Parts and Labor) a total of $519.72. I went ahead and wrote him the check though I was uncomfortable doing so. I figured surely I could trust Sears. The technician said the parts would be shipped to me in 3 to 5 days and he would be back on February 23, 2023 to install them.On February 14, 2023 I received an email stating one of the parts has been back-ordered. The email instructed me to check back on the website to see the status of the parts. After a few days of checking and no change to the status and still no refrigerator, I needed to find a different solution. I called Sears Home Services (one of the few times I was able to get a live person on the phone) and explained the problem. They understood my complaint and said they would cancel the order #*************** and they would send in a request to refund my money. Later that day I received an email stating they have cancelled my order but as of the time of this posting, I still have not been refunded

  

  Business Response

  Date: 03/22/2023

  
  March 22, 2023
  
  Customer Relations
  **********************
  ******************************************* #****
  *******, **  60611
  
  
  Re:  # ******** *************************
  
  
  Unfortunately, due to extraordinary circumstances surrounding COVID-19 we have seen delays in all areas of customer and technical service. We are also experiencing a shortage of staff and service techs due to furloughs, the illness or the need for isolation per state mandates and/or furloughs which is seriously affecting all aspects of business.Everyone is feeling the effects of this pandemic. Please be assured that we are doing the best we can with the available resources.
  Dear BBB Customer Relations;
  
  We have completed the investigation of Mr. ********* complaint regarding the charges for a part needed for the repairs of his refrigerator.
  
  Upon receiving Mr. **************;complaint, we reviewed the notes in our service regarding his refrigerator repair.  Since it appears that parts ordered were delayed by the manufacturer, and repairs were not completed, Charges were refunded to him on via check for the amount of $519.72 on March 22, 2023. We would note that it can take 2-3 weeks to receive the check.  If he has not received it within that timeframe he is welcome to email me for assistance at ****************************************. With that being said, since we did provide Mr. **************;with his 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: 03/23/2023

   
  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:02/27/2023

  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 had Sears out to my home on 01/04/23 to provide me with a quote and to repair the appliance that I purchased from Sears. The technician that came put was unable to provide me with a quote to repair my stove top. I refused to pay the $156.45 diagnostic charge because there was absolutely nothing done to my stove. He puled out the range, took a picture of the model and then contacted 'Sears'. Sears told him that the model didn't match the oven and they were unable to provide a quote because of this. Since they were unable to provide a service, I refused payment. The service man was visibly upset and making me uncomfortable so I asked him to leave. He had someone else speak to me and I explained why I was not willing to pay for a service I did not receive. He then sat out in his truck when he finally left my house and then proceeded to tear up my yard and drive over my culvert when he left. I continue to receive notices regarding a balance due. I have followed all of the instructions but never am able to get ahold of anyone. They do not answer the phone, respond to my emails, nor do they respond to my written requests for the bill to be canceled. It feels like a scam. I called Sears and some other company came out. Then I was told the appliance I purchased doesn't even match the model number in their system which makes no sense. The bottom line is that not only could they not repair it, they couldn't even tell me what was wrong with it and they did not provide me anything to allow me to be able to have my stove repaired. The 'repair' person that came out literally ONLY pulled the stove out and took a picture of the model number & that's it.

  

  Business Response

  Date: 03/23/2023

  
  
  
  
  
  
  March 23, 2023
  
  
  
  Better Business Bureau
  Customer Relations
  ******************************************* #****
  *******, ** *****
  
  Reference File # ******** ***********************
  
  
  Dear BBB Customer Relations:
  
  We have completed the investigation of Ms. ******* complaint regarding the charges she incurred for the in-home service visit for the range.
  
  Firstly, we apologize for any inconvenience or frustration that **************** may have experience. We would like to note that we were also notified of her concerns through ********** The issue was investigated by Manager Shoulders and an agreement was made with ****************. The billing has been stopped and **************** will no longer be contacted by the collection company. With that being said, since we have addressed the issue brought forth in Ms. ******* complaint, we have closed our file.
  
  We apologize for any problems or frustrations that **************** may have experienced with Sears. We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints or problems whenever possible. If you have any further questions, you may contact me at **************.
  
  Sincerely,
  
  ***************************
  Regulatory Complaints Specialist
  
  
  
  

• Initial Complaint

  Date:02/27/2023

  Type:Product 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 purchased a freezer on May 25th 2022 for a total of $866.55 The first freezer I received had a warped door and wouldnt seal without wrapping a rope around it, they delivered a second freezer with the same issue so I refused it. The third freezer looked good so I went with it, but what I found was the top of the door isnt sealing correctly, a technician came out and stated on their records that he fixed it but it still has the same issue, I got another technician out in January who finally agreed that this door is warped as well, he put in a ticket to replace it and Im still waiting for them to follow up. I dial into ************ and cant get a real person unless I opt for a new ticket with no help .Order #********* Kenmore ***** **** cu. ft. Upright Freezer, Auto Defrost, Garage Ready - White$849.99 ssin : A104480510

• Initial Complaint

  Date:02/25/2023

  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.

  Order Part #*******A - Gasket for Fridge Door from Sears PartDirect on-line 0n Oct. 25, 2022, with Order #W412107 $189.54. Due to Sears' computer glitch, a duplicate order (#C758781) was created on Oct. 28 and charged $220.05 through my Chase credit card. Both charges showed on my Chase Oct. statement, but a credit of $220.05 also provided, so no issue there. However, in November, the $220.05 was rebilled to my statement and I disputed the charge with ***** but to no avail.On 2/7/2023, I called ************ at Sears and was informed by *** that a refund was issued on 11/25/2022 was issued with Sales check #************. I requested *** to email me the proof of refund so I can provide that to Chase for the credit and she agreed to forward the request to "back office".On 2/9, I called Sears and was ensured by ****** that the credit will show on my Chase account in 2-3 business days. On 2/16, I called Sears and talked to Royale and he promised to email the proof for me to claim against Chase.After 4 hours wait, I called Sears and talked to ****** and she advised me to email all the documentations to ********************************************** which I did, on 2/16 and 2/21, no respond.On 2/17, i called and talked to ****** and she asked me to wait for 3-5 business days.On 2/24, I called and talked to ***** and *****, both continued to give me the run-around.Hopefully, your organization can resolve this for me by getting the $220.05 double charge refund back for me. Thank you.

  

  Business Response

  Date: 03/22/2023

  March 22, 2023
  
  Customer Relations
  **********************
  ******************************************* #****
  ******** **  60611
  
  Re:  # ******** ***********************
  COVID-19 Impacts: Due to the ongoing COVID -19 pandemic, we are experiencing longer than normal response times to work with a representative. We have been impacted by the global supply chain shortage which has caused delays in processing concessions and benefits. The pandemic has also impacted repair services, availability of parts, and delivery of replacement products. We apologize for any delays and inconveniences resulting from this pandemic. We are doing our very best to provide the services as safely and quickly as possible. We appreciate your patience.
  
   Dear BBB Customer Relations,
  We have completed the investigation of Mr. ********************* regarding his dissatisfaction with
  The fulfillment of his order from Parts Direct Website.
  
   After receiving ************** complaint, we have reach out to our Parts ************************ and they responded as follows;
  The $****** charge is for order C758781. ************** responded with the bank statement, verified and reprocessed refund as they are recharged for this order.  Refund issued on February 28, 2023. Amount ******. Order W412107 shipped November 4,2022 under tracking number 1ZAT23110329403146.We have spoken with **** ****** and he confirmed this was previously settle. 
  With that being said, since we did provide ************** with his requested resolution, we have closed our file.   .   
  
   We apologize for any problems or frustrations that ************** have experienced with Sears. We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints. Please feel free to contact me at **************************************** if you have any further questions.
  
  
  
  Sincerely,
  
  *************************
  Regulatory Complaints Specialist