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

  400 E. Rollins Rd. (LAKE) Round Lake, IL 60073

  
• 

  Transformco

  500 W Chrysler Dr (BOONE) Belvidere, IL 61008

  
• 

  Transformco

  5500 Trillium Blvd Bldg Ec-130a Elm (COOK) Hoffman Est, IL 60192

  
• 

  Sears

  1040 Annapolis Mall (ANNE ARUNDEL) Annapolis, MD 21401

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:02/24/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have called multiple times for them to cancel my plan, they confirm its cancelled but they continue to charge my card. I cancelled the service right after the tech came (July 2022) and gave me a ridiculous quote to fix my oven. I have called and they have confirmed multiple times that they are issuing me a refund back to the original date but it never happens. I have called and they pass me around to a few agents but they never give me to a manager. They currently owe me $349.99

  

  Business Response

  Date: 04/10/2023

  
  BBB Customer Relations
  **********************
  ******************************************* #****
  *******, **  60611
  
  Re: # ********Alicia *****
  
  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 July of 2022, and the *** was canceled on January 2023.  If ************** feels she still has 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:02/24/2023

  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.

  To whom it may concern: I am asking for your help in resolving an issue we are having with Sears. We are having trouble with our upright freezer that we purchased in 2016. We have the master agreement on it, and we renew it every October. We have had 7 different Sears technicians here since October 2022. They keep saying the water is not going down the drain hole as it should, causing the water to run inside the bottom of our freezer and freezing there. Each of the technicians say the same thing and they bring in a steamer to unthaw it. Then it does it all over again. They said there is no parts to repair it and that the cabinet is defected. So under the lemon law the Sears rep said after 3 visits it needs to be replaced. So on Tuesday February 21, 2023, the 7th technician came here and said the same thing. The cabinet is defective. So he went to his vehicle and called his boss, and then he came in the house and said Sears will call me either that day or yesterday. They never called, so I called and talked to a rep and she said the rep that was here on February 21, 2023 never noted anything about getting a replacement because the cabinet was defective. So she is sending the 8th technician on March 06, 2023 to look at it again, then message them to let them know it is defective. I am done with this! I have over $2000 worth of food in my freezer, and if it gets ruined, I ******************************* because she said if my food gets spoiled, they only allow $300 payback for the food. This is seriously ridiculous. They even told ** to use my blowdryer to melt the ice that's accumulating. No! Why should we? That is why we have the master agreement in case something is wrong. Please help ** get this resolved.Thank you!Sincerely,****************************** and ****************************

  

  Business Response

  Date: 05/05/2023

  May 5, 2023
  
  BBB Customer Relations
  **********************
  ******************************************* #****
  *******, **  60611
  
  Re:  ******** ****************************
  
  Dear BBB Customer Relations:
  
  Before going further, we do want to note that due to the ongoing COVID-19 pandemic, we are experiencing longer than normal response times to work with a representative. We have been impacted by the global supply chain shortage which has caused delays in processing concessions and benefits. The pandemic has also impacted repair services, availability of parts, and delivery of replacement products. We apologize for any delays and inconveniences resulting from this pandemic. We are doing our very best to provide the services as safely and quickly as possible including our responses to complaints such as those filed with the BBB. We appreciate everyones patience.
  
  After researching the service history, our records show that a replacement was authorized. The new transaction was processed on March 13,2023. Since a replacement has been completed, we have closed our file.   
  
  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:02/24/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have been paying for a Sears Home Warranty for 1+ years. Every time we call to get service on something the technical will show up and say they do not have a part and then reschedule. The second visit never happens. This all while we are being charge a monthly rate of $60 and an extra service call of $75. We recently had our dishwasher go out. The tech came out and said he fixed the issue and left. We turned on the dishwasher and it leaked water all over the kitchen. We called to have a tech come back out and it has been over a month with 5 rescheduled appointments including today and yet nobody has shown up. Yesterday we got a part deliver for the dishwasher yet nobody has even come out to diagnose what the real issue is. We have paid over $1000 in monthly subscription fees and service fees yet nobody is willing to help us. When we try to call customer service we just get call forwarded to more and more people that will not help and then our calls mysteriously get dropped. Last year our washing machine went out. The tech that came out said he did not have the part to fix and it would take 3 months to get the part. We have 4 children living in our house and could not afford to go without a washing machine so we bought a new one. Under the warranty the said fix or replace. I want to cancel our subscription and get all of our money we paid into this farce refunded.

  

  Business Response

  Date: 04/10/2023

  
  BBB Customer Relations
  **********************
  ******************************************* #****
  *******, **  60611
  
  Re: # ******** ***************************
  
  Dear BBB Customer Relations:
  
  Before going further, we do want to note that due to the ongoing COVID-19 pandemic, we are experiencing longer than normal response times to work with a representative. We have been impacted by the global supply chain shortage which has caused delays in processing concessions and benefits. The pandemic has also impacted repair services, availability of parts, and delivery of replacement products. We apologize for any delays and inconveniences resulting from this pandemic. We are doing our very best to provide the services as safely and quickly as possible including our responses to complaints such as those filed with the BBB. We appreciate everyones patience.
  
  We do sell the Sears branded Sears Home Warranty (***) to our customers and we believe it presents a great value to them as well as an alternative choice to the product specific protection agreement coverage we have carried for years and that we also continue to sell. Sometimes as part of our sale of the **** we might have a promotion that will discount the service on a non-working appliance in exchange for purchasing the *** for at least a period of time that would cost equal to the discount provided (usually a maximum discount of $150.00). If the contract is canceled before at least the discounted amount is collected in the form of monthly charges, even when no other service is used, then the promotion is invalidated and the full amount of the repair is due.
  
  Once the coverage becomes active though 30 days after purchase, and we would note that items are expected to be in good working order at the onset of coverage and if they are not, it could be considered to have a pre-existing condition that could cause it to not be covered, we are no longer involved with the contract.The actual *** contract is issued, administered, and the obligor is listed to be, different entities dependent on the state where issued; but all are subsidiaries of Cinch Home Services. When the *** number is called, it is their customer service that is dispatching service and they make any decisions regarding replacement of product and the application of any terms and conditions of the contract, including whether something is covered or not.There are times that Sears might be the service provider used if we have technicians available in the area and provide the service needed, and other times that other service providers might be contracted by Cinch.
  
  In this case, we have no records of ****************** having a *** 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
  **********************************************************
  

• Initial Complaint

  Date:02/24/2023

  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.

  Ordered a dishwasher from sears in September, received and installed about 3 weeks ago. Day 1 the dishwasher is not working. Have tried to get them to repair the dishwasher since then and every time the scheduled appointment to repair the dishwasher we either get no call and we have to call them again or they cancel and want to reschedule the appointment(of which they do not call until after the time was scheduled for the tech to show).I want a working dishwasher. Not the run around we keep getting from Sears. We can't even get them on the phone as our scheduled repair date (which has already gone by by a week) keeps the menu option from allowing us to talk to a person.They can come and pull this piece of junk out and give us our money back or get a new replacement asap.

  

  Business Response

  Date: 04/18/2023

  April 18, 2023
  
  Customer Relations
  **********************
  *************************************
  *******, **  60611
  
  Re:  ******** *********************  
  
  Dear BBB Customer Relations:
  
  We have completed the investigation of Mr. ******* complaint regarding his dissatisfaction that his dishwasher failed sooner than he expected.
  
  We would fist like to apologize that Mr. ******* dishwasher failed to meet his expectations of longevity. . The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer.

  After reviewing Mr. ******* complaint and our records, we contacted our service department and were informed that on March 10, 2023 a service technician determined that there was an issue with the food disposal plug. Once the issue was addressed, the technician found the dishwasher was in working order. Based off the aforementioned, we have closed our files.

  
  We appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.
  
  Sincerely,
  
  Regulatory Specialist,Regulatory Complaints
  Transformco LLC
  imx integrated member experience

• Initial Complaint

  Date:02/24/2023

  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.

  Sears Home Services was first contacted on 4-19-2022 about an issue with our refrigerator. After many, many months of trying to repair it Sears made the decision it was going to replace it. That was Oct. 5 2022, on Oct. 17 2022 we were told the new refrigerator would be delivered on 1 -17 *****. Yes unbelievable. Then on **** we were told it would now be **** then on **** we told it would be to 1 -24. Then on 1 -15 we were told it would be on **** - 2023. Then told it would be delivered on *********. So, today **** we are told it will not be delivered today. My wife and I do not know what to do at this point. We do not believe any date we are given. This whole thing seems like a scam, they do not want to replace our refrigerator it would appear. I have heard this same story from others. I do not want another date from Sears , I want a cash payout of the value of the refrigerator they say they were going to replace ours with. A course this is not what they want or there contract says. Our case number for this *******. My wife has been main contact, her name is *********************************, ************. HELP it has been lmost a year since this nightmare began.

  

  Business Response

  Date: 04/18/2023

  April 18, 2023
  
  Customer Relations
  **********************
  *************************************
  *******, **  60611
  
  Re:  ******** *******************************
  
  Dear BBB Customer Relations:
  
  We have completed the investigation of Mr. ************ rebuttal the response we previously sent.
  
  After reviewing Mr.************ ********* we contacted customer service and were informed that the delivery of Mr. ************ in warranty replacement was completed on April 15, 2023. It is our hope that Mr. ************ appliance will provide her with long term satisfaction. At this time, we have closed our files.
  
  We appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.
  
  Sincerely,
  
  Regulatory Specialist,Regulatory Complaints
  Transformco LLC
  imx integrated member experience

   

  Customer Answer

  Date: 04/20/2023

   
  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:02/24/2023

  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.

  A fridge repairman from Sears looked at our broken fridge on 1/24 - we paid $160 for the visit. We also paid $560 for him to come back on 2/1 with parts to fix the fridge. He did not show up on 2/1 - I contacted Sears and they said they were unaware when the part would be available but it would be shipped to my house. On 2/7 I reached out to see if the part had shipped and they said it was back ordered and they would get me an ETA on the part within 72 business hours. After 72 hours on 2/11 I reached out to cancel service and request a refund. They said they were unable to provide an ETA on service because the part hadn't shipped yet. I called their support on Monday 2/13 to request cancellation and a full refund and someone said I would receive it within 3 business days. After that timeframe I reached out on Friday 2/17 for an update and they said it was escalated to management. On Monday 2/20 I reached out for an update and they said they are waiting for an update. I already have a new fridge installed from a different vendor and want a full refund for both the original repair visit / consultation ($160) and for the amount I paid for the parts and repairs ($560).

  

  Business Response

  Date: 03/21/2023

  March 21, 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 Mr. ****** complaint regarding the problems she encountered with the refrigerator and his request for a refund.  Please be advised,************** cancel the service.     
  
  We apologize that we failed Mr. ****** expectations in regards to the recent services he received for the refrigerator.  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 13, 2023, **************,was authorized to receive a refund in the amount of $403.09 for the incomplete refrigerator repair, since it was a delay on a part, ************* requested the service to be cancel. Trip charges are not refundable. She 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 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
  
  
  
  
  

• Initial Complaint

  Date:02/23/2023

  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 home warranty through Home Warranty of America. They dispatched Sears Home Services for the repair of a refrigerator in January of 2023. The service valve and filter dryer were not covered, so I was told I would be responsible for $88.50. When the service was completed, I was charged $161.93. Both the ********************* and Sears show the $88.50 records and believe it was a system error, but when they send it to the ************** they always respond that no refund is due. The billing will not respond to emails from me or the *** company and customer service has no direct line to deal with these issues. I am asking for someone from Sears to reach out to me and assist with getting the appropriate refund.

  

  Business Response

  Date: 04/28/2023

  April 28, 2023
  
  Customer Relations
  **********************
  *************************************
  *******, **  60611
  
  Re:  ******** *********************
  
  Dear BBB Customer Relations:
  
  This letter will acknowledge receipt of the above referenced customers follow up complaint, which was referred to our office for response.

  This matter has been forwarded to the appropriate Sears unit for investigation. Upon completion of our investigation, your office will receive a response to confirm resolution of the complaint. Please feel free to contact me if you have any further questions or concerns.

  We appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.
  
  Sincerely,
  
  Regulatory Specialist, Regulatory Complaints
  imx integrated member experience

   

  
  

• Initial Complaint

  Date:02/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9.16.2022 My husband and I purchased a home warranty plan to cover the appliances. Technician ID . ******* sold ** the plan. However, we learned over a month later that we did not have the plan that we requested. We were given the systems plan which does not cover appliances. This plan covers water heater, water softener, faucets etc. I called customer service asked to speak with a manager, described the issues and asked if we could have the appliance added to the current plan or just switch to what we originally requested to purchase. I was told there was nothing that could be done. I was also told recently by ****** that they have a whole home plan. I called and requested to be switched to the whole house plan and was told it was to late. As the technicians are processing your purchase there is no computer screen to view. You have to trust that they are saleing you what you have requested. This is very dishonest. The system would not allow me to go back and correct the business information. Correct business info: Sears Home Warranty HomeSure of *******, *** P.O. Box ****** ********** **. ************.************ Phone my.searshomewarrenty.com Plan= ********

  

  Business Response

  Date: 05/09/2023

  BBB Customer Relations
  **********************
  ******************************************* #****
  *******, **  60611
  
  Re: # ********Belinda *************************
  
  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.
  
  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, 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:02/23/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I HAVE A SEARS HOME PROTECTION AGREEMENT ON M* ** WASHER..THE WASHER GIVING ME PROBLEMS WITH NOISE AND SMOKE COMING OUT. I REPORTED TO SEARS AND THE * CAME 1/31/23 AND STATED IT NEEDED A COMPLETE TUB JOB AND ORDERED THE PARTS. PARTS CAME AND TECH CAME BACK 2/7/23 AND STATED ALL THE PARTS WERE WRONG AND REORDERED THE PARTS AGAIN. MORE PARTS CAME AND TECHS CAME BACK 2/17/23 AND SAID ALL THE NEW PARTS ARE WRONG AGAIN. HE CALLED PARTS SECTION AND WAS TOLD THE PARTS ARE NO LONGER MADE AND NOT AVAILABLE. HE THEN CALLED HIS SUPERVISOR AND WAS TOLD I WOULD GET A REPLACEMENT WASHING MACHINE. I HAVE BEEN CALLING SEARS AND THE* CANNOT FIND REPLACEMENT REQUEST AND OR APPROVAL SEARS HAS ABOUT 15 PHONE NUMBERS AND THE* SLL GO TO THE SAME RECORDINGS AND I CANNOT GET AN*WHERE. WHEN THE* DO ANSWER THE* SA* CALL ANOTH NUMBER AND IT GOES BACK TO THE SAME RECORDING. THE* WILL NOT EVEN PICK UP THE NEW PARTS AND THESE BIG BOXES TAKE UP M* WHOLE GARAGE. AND M* WASHER WAS PLACED THERE AND ITS TOTALL* TAKEN APART. TECH DIDNT WANT TO PUT IT TOGETHER BECAUSE IT CANNOT BE FIXED. I CANNOT PUT M* CAR IN THE GARAGE DUE TO ALL THIS. I WOULD LIKE A MONETAR* SETTLEMENT FOR THE WASHER INSTEAD OF A REPLACEMENT AT THIS TIME. I WOULD ALSO LIKE TO CANCEL M* HOME PROTECTION AGREEMENT ON M* WASHER, DR*ER, AND REFRIGERATOR FOR A PRORATED MONETAR* REFUND.

  

  Business Response

  Date: 03/15/2023

  
  
  
  
  
  
  March 15, 2023
  
  
  
  Better Business Bureau
  Customer Relations
  330 *****************************************************************************
  
  Reference File # ******** *********************
  
  
  Dear BBB Customer Relations:
  
  We have completed the investigation of **************** complaint regarding the problem she encountered when she requested service for her washer through the protection agreement.
  
  Firstly, we apologize for any inconvenience or frustration that ************** may have experienced. We reviewed the service orders and found that on March 3, 2023 the technician reordered the parts, and noted that the parts were unavailable. When parts are not available or delayed from the manufacturer, our parts research team will reach out to other providers to locate the parts. Unfortunately, we were unable to locate the parts needed to complete the repair. Therefore the washer has been approved for a replacement.
  
  We have emailed ************** the authorization amount and instructions for the replacement washer. ************** can contact me with her selection and to place the order; ****************************************** 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
  
  
  
  

  Customer Answer

  Date: 03/16/2023

   
  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.
  
  *********************************************

• Initial Complaint

  Date:02/22/2023

  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 valid home warranty with Sears. The technician who showed up could not find the warranty info. I called Sears and they told me that they have two systems, one for those who do not have warranties and the other for those who have. When I scheduled on the website, it did ask me if I had warranty. Obviously their systems do not talk to each other. The technician ID is ******* and service order number is ******* ******** on 2/21/2023. Since the technician came from the non-warranty group, he charged with me for the diagnosis for *****.Now I have to schedule another technician to do the same work again and I paid another 75 for Astro Appliances to be at my home on 2/23/2023. I tried to reach out to customer service at ********************** Home ********************, but their prompts gave me no option for customer rep. I demand that ********************** Home ******************** refund me the ***** I can be reached at ************ or ********************

  

  Business Response

  Date: 04/11/2023

  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 2020, 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
  **********************************************************