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

6,276 total complaints in the last 3 years.
2,211 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:02/22/2023
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.
Placed online order for 5 parts on 12/27/22. Sears PartsDirect website stating all five parts were in stock and expected delivery date was 12/30/22.We received two of the five parts ordered. Several days past and I contacted Sears PartsDirect and they told me the remaining parts were being processed. This happened several times until I explained we could no longer wait and cancelled the remaining order on 1/16/23. I spoke with **** and she said she would refund remaining amount to the original method of payment and it would take three to five days.On 2/17/23 I contacted Sears PartsDirect and spoke with **** and explained the situation asking why we have not received our money back yet. I told ********** did not think it was ethical that Sears PartsDirect charged my card before the order was even processed. In regards to the refund of the $86.79 which **** told me would be returned in 3-5 days he said they first had to receive a request for cancellation notice from the vendor. We went round and round until he said he could refund for one part because it was stating out of stock which it did not when I ordered.I received an email from SPD and it stated a refund was in process, however it was not the amount I was told it would be as **** broke down the amount for each part.I phoned again on 2/18/23 speaking with ****** who said dont worry you are in the right department and I will fix it. The following day I received an email stating I would be notified when my parts ship.I just want what I asked for on 1/16/23, my method of payment credited for the parts I never received and cancelled on 1/16/23.This has been a very disappointing experience and very frustrating. I feel we have just been lead along and definitely the web site is not truthful.Bad business and we will never use them again and I am reminded not to forget to do my due diligence in confirming the validity and integrity of a business before we use them. Thank you BBB for being there.
Business Response
Date: 03/15/2023

Transform SR ******* ********** LLC

March 15, 2023

Customer Relations
**********************
330 ****************., Ste. #****
*******, ** 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 Ms. ******************** regarding her dissatisfaction with
The delay on the refund for the parts ordered on Parts Direct website.

After receiving ************ complaint, we have reach out to out Parts direct Escalations team for assistance. They have responded as follow:
We have called ************ this morning, left a voice mail message to confirm the refunds processed for order W589303 (amount $88.02) and offer our sincere apologies for her customer service experience.. With that being said, since we did provide ************ with her requested resolution, we have closed our file.
We apologize for any problems or frustrations that ************ has experienced with Sears. We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints. Please feel free to contact me at **************************************************** if you have any further questions.

Sincerely,

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

Sincerely,

*****************
Initial Complaint
Date:02/22/2023
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.
1/19/2023Service ************** performed a diagnostic service on my dishwasher. We declined the repair because on the price to repair. We were billed $155.95 and paid the tech with a Mastercard for the service. Our Mastercard statement shows that $155.95 for paid to Sears Service on 1/19/23.I received a bill for that amount and send them and explanation and supportive documents showing where the $155.95 was paid to Sears Services. I received a second statement from Sears today. I called the number on the statement to explain the situation but could not speak to a service rep. I have excellent credit and do not want this to ruin it.
Business Response
Date: 03/16/2023
Transform SR ******* ********** LLC

March 16, 2023

Customer Relations
**********************
330 ****************., Ste. #****
*******,** 60611

Reference File # 19446632 *********************************

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 not completed the investigation of ************************** complaint regarding the bill received for the repairs on the dishwasher.
First, we would like to apologize to ********************** for failing her expectations. We do not take these matters lightly and we sincerely regret any inconvenience. We had contacted our accounting department, and it looks like our automatic audit system did not find the merchant credit payment for the original charge, so it generated a bill.

Sometimes that happens where the authorization process doesnt complete, and the customers account *** or *** not have the funds withdrawn and they *** or *** not be deposited to us. In this case, we determined that the funds were withdrawn from that account but were not linked to a deposit made in our account. Our accounting person was able to find the payment in an unmatched sort of limbo and match it to ours, so this bill was closed out on February 21 2023. **************** should not receive any further notices as of February 21, 2023. Furthermore, this letter will serve as ********************** documentation that he does not owe Sears Home Services for the service call.
We dont report our collection efforts so our billing would not have any impact on his credit history or score. With that said, since we did provide ********************** with his requested resolution, we have closed our file.

Again, 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 or problems whenever possible. If you have any further questions, you *** contact me directly via email at **************************************** .

Sincerely,
*************************
Regulatory ******************************************************* Corporation
Customer Answer
Date: 03/17/2023

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:02/21/2023
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.
To whom it may concern I purchase some windows from Transform ** in March 2022. When I received my order in September 2022 three of my windows were improperly measured. Improperly measured because numerous time I requested a 20 foot ladder sent during measurements. The measurement was inaccurate due to the measurement guess the measurements because no ladder was bought to the home. The Divine construction Company that was sent to install my new windows didn't properly install them and failed to cap my window. The company stated that transform failed to supply the capping and for me to hire a masonry company to finish the project. This delay caused water damage to my interior of the house in which I had to hire a masonry company to stop the leak. The masonry damage cost $2300 plus $500 to repair the sheetrock the water damages. A total of $2800. After going back and forth with ********************* she sent over *** a window installer who called her in my presence and told her all the windows must be taken out and reset because they were all install improperly. In January 2023 i asked transformed to reduce the price of my windows by $2800 which I was told NO. I need my windows and transform failed to deliver my windows as agreed. If I can't get my windows, I will have no other choice to seek other solutions from another window company. I've reached out to 3 different managers via email with no response. My invoice # ********. My intent is to pay for my windows and move on.
Business Response
Date: 03/16/2023
TMarch 16, 2023

Better Business Bureau
Attn: *****************************
****************************************** 2006
*******, ** 60611

Our File No: 29106459
BBB File No: 19439934/*****************************
Via BBB Website: *****************************************
Dear ********************,

Thank you for contacting Transform SR **** Improvement Products regarding your inquiry concerning the above-referenced file. We appreciate the opportunity to address the customers concern. When I spoke to ****************** on 03/15/23 she told me everything had been taken care of and to cancel the complaint.

At this time, we respectfully request that you close your file. On behalf of Transform, please know that we value ****************** as a customer and apologize for any frustrations or inconveniences she may have experienced. If you have any questions or concerns, please contact me at *******************, or via email at ***********************************************************.

Sincerely,

***************************
Transform Regulatory Complaint Specialist

cc: ****************** Via USPS

ell us why here...
Initial Complaint
Date:02/21/2023
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.
American Home Shield contractor out A& E Sears Factory Services. A&E technician scheduled a maintenance window on January 31, 2023, between 8Am - 5PM. The technician was a no-show. A& E Sears schedule another time on Feb. 16, 2023, between 8Am - 5PM. The technician was a no-who. I've called A&E Sears multiple times, but no one is answering my calls at A&E nor returning my calls. Need help, please.
Business Response
Date: 03/17/2023
March 17, 2023

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

Re: *************************
       File Number: 19439644

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 the investigation of Ms. ****** complaint regarding the problems she required for her ** washer.

We would like to clarify that we are not the obligor of the warranty on Ms. ****** washer. We are just the repair provider that American Home Shield (AHS) contracted to provide repairs to her washer so they could fulfill their warranty obligations. Any questions or requests regarding the warranty coverage, including requests for a different service provider, a replacement or even a refund, would need to be directed to the obligor of her warranty which in this case is American Home Shield (AHS).

Upon receiving Ms. ****** complaint we contacted the local service unit for assistance. Our records indicate that the technician went to the home on March 16, 2023 and tagged the service order NH (Not Home), the technician also notated that he knocked three times, called twice and left. Voicemail sent, no answer.

If service is still needed for the washer, ************** will need to reschedule a new appointment with her warranty obligor American Home Shield for the tech to return. Accordingly, we have closed our file.

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

Sincerely,
***************************
Regulatory Complaints Specialist
******************************************************
Initial Complaint
Date:02/21/2023
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 a Sears refrigerator, the 1st time in needed repair they signed me up for their service plan, for years Sears has charged me $49.99 a month,. M y refrigerator needed repair last Friday, I called trheir service number, I was told they had no service tech in my area, call some tech and send them the paperwork and they would check it might reimburse me the money. The serviceman came out and checked my refrigerator. He checked on Monday and he could not get the parts. If they get them in it could be over 3 months. I want the service call paid for and my $49.99 monthly fee for the last several years refunded. I, want them to cancel the service contract so I can purchase one from Lowes. I had to order a new refrigerator today from Lowes. This cost me $1500.00. It will be delivered on the 23rd. I am a 100% homebound retired U S Army veteran.
Customer Answer
Date: 03/17/2023
Sirs:
Both charges are on my Master card
My phone number was typed wrong, the correct number is ************

Service company that came to my home:

Posted Date
02/21/2023
Purchase Date
02/17/2023
Description
OMG APPLIANCE REPAIR I *********** ** ***
Amount
$119.00

Sears service charge
Posted Date
02/16/2023
Purchase Date
02/15/2023
Description
CCM*SEARS WARRANTY ************ ** ***
Amount
$75.00

I checked my complaint and it has not been updated with the information I sent you. Now Sears is trying to not pay the sevice call after they said they had no service tech in my area and to call one myself and send them the bill. Sears is still charging me the monthly service charge of $49.99. see bank entry
03/17/2023 CROSS COUNTRY SEARSWRNTY230316 -$49.99

SFC ***************************, *** ***
414 S 4th St
**************** 97051-2616
Phone: ************
email: **************
SFC ***************************, *** ***
******************************************************-2616
Phone: ************
email: **************
Business Response
Date: 04/24/2023
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 2019. **************** should never just take someones verbal word, which can never be proved, about something as important as a warranty. This is why a full terms and conditions is sent out to every customer shortly after enrollment and yearly thereafter, The terms and conditions are very clear on what the warranty covers and what it does not.

Since Transformco is not a part of Cinch we do not have access to any premium questions 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 he still has a valid dispute against the terms of his coverage, he is 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: 04/26/2023

Complaint: 19439643

I am rejecting this response because: I have written permission from Sears and I want my money back. It is becoming clear that Sears has become a unreliable company to do business with.

Sincerely,

***************************
Business Response
Date: 04/27/2023
BBB Customer Relations
**********************
*********************************************** #****
*******, ** 60611

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

Dear BBB Customer Relations:

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

We have reviewed both our response and Mr. ******* rebuttal, and we do not find that he has brought any new information to the complaint. In fact the document he provides stating he has written permission from Sears is a letter from Cinch Home Services, in fact the name Sears does not appear once in the entire document. Just as we said in our closure letter on 4/24/2023 **************** will need to address this with Cinch HomeSure directly. We provided instructions on how to proceed via Cinch HomeSures escalation process.

TransformCo can do nothing for **************** on this issue. To continue to insist we do so is much like insisting the **************** do something about your Water Bill or Service. We have no power over *********************** actions. We do not know how much more we can stress that **************** will need to address this matter with Cinch HomeSure. This case remains closed with TransformCo/Sears.

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
**********************************************************
Customer Answer
Date: 04/27/2023

Complaint: 19439643

I am rejecting this response because: SEARS is now playing the name game, my monthly payment went to Sears, if they contracted the service out, They should take care of the problem. I have not gone public, but I will and tell them to stop taking $49.99 out of my account. They have collected $1000.00's from me and are not providing the repair service. They have took more money from me than the cost of my new refrigerator. My house was full of Sears appliance, but none of my new appliances will be purchased from Sears. Srars has become a rip-off company that plays word games with those that purchase items from them and then need repairs

Sincerely,

***************************
Initial Complaint
Date:02/21/2023
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.
In October of 2022, my refrigerator stopped working. I had purchased the unit from Sears in ******* two years earlier. I did not purchase an extended warranty because my last refrigerator lasted 18 years, and Ive never had issues with any appliance Ive purchased. I called for a Sears repairman. He came to my house on October 10. At that time I paid $800 and parts were ordered. In addition, I was sold a warranty that covers all the appliance in my home. (This costs me $60 per month.) I was told the parts would be mailed directly to my house. An appoint to install those parts was made ***** days out. At this time, I had not reason to be concerned. The night before the technician was to arrive, I received an automated all. I was directed to call or the appointment would be cancelled. I called promptly. The automated system recognized my number, told me my parts had not been shipped, and disconnected. I called in regularly over the next few weeks and received the same response. I was never able to speak to a person. Eventually, I tired of this and decided to call the number that would lead to scheduling a new appointment for the sole purpose of speaking to a human. This worked (temporarily). I spoke to a woman who provided me with 2 additional numbers to call. (As always, I repeated the numbers back to her and was told I had copied them correctly.) One of those two numbers was specifically for the warranty department. (The woman with whom I spoke told me I was entitled to a loaner refrigerator and that, once my fridge had been repaired, I would be reimbursed a minimum of $500, depending on the situation.) over a period of days, I called those numbers repeatedly. I never connected with a human. One of two things happenedI have limited characters remaining, so I cannot provide additional information. The refrigerator does not work, and I need to purchase another before the Presidents Day ends.*** been living out of a cooler for 5 months. That ends today.
Business Response
Date: 05/09/2023

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

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

Dear BBB Customer Relations:

We have completed our investigation of ************ complaint regarding her refrigerator.

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.

It may be at the time of calling in for service or by the service technician when the customer receives the estimate for **********************. The agent or service technician will offer the customer a ********************** Branded Home Warranty (***) to cover all appliances with the first service on the currently broken appliance receiving a discount of 50%up to $150.00 in exchange for a one-year commitment to our *** that is billed in monthly installments.

Once the warranty goes into effect in 30 days of enrollment all appliances are covered up to $10,000.00 with the understanding that all appliances (including the appliance that is/was being repaired at time of enrollment) are in good working order at the time the warranty goes into effect. All Sears cash services repairs are covered for 90 days if any issues or recalls are needed for that appliance.

In this case, ********** purchased the *** for the service discount. We have no records of recall service requests after our service competed on 2/17/2023. A control board was installed on that date. We would have to have a service technician out to confirm the repair didnt fix her refrigerator before we could entertain a service refund for the refrigerator.

As for the ***, that 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. As the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programs. Cinch Home Services, **** is not a related or owned entity of Sears ******************** Sears ******* & Company or Sears Home Services (collectively Sears); the Agreement is branded with the Sears name only.

If ********** would like the warranty she purchased canceled she can contact Cinch Home Services 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 since we at TransformCo do not have access to any premium usage.

Meanwhile since we will not be honoring ************ request to reimburse her for a new refrigerator under her manufactures warranty since that was only for one year and ********** was not under any type of service warranty.that being said we have closed this case.

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:02/21/2023
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 purchased several parts from Sears Parts Direct in October and November of 2022. I have received a couple refunds. I have not received a refund for the following order numbers. 1. Order no. E698290 for $145.00 (two items, W10876537 Dish Drain Pump and WPW10346525 Float Assembly).2. Order no. C766900 for $49.99 (one item, WPW10195039 Float Switch).I have called at least eight times and I get the same BS story every time I called. Finally got to a supervisor who was also feeding me a line. My calls have been worthless and no one calls me back. I used an overnight label sent to me by them and they are claiming that the parts did not get returned to their warehouse with all the parts in one envelope. This is not my problem. They are blaming me and refuse to give me a refund. I don't have the tracking number of the package as one would think they would have in their records. I see there are similar complaints against Sears Parts Direct. I supplied the details by providing the order numbers and part numbers below.They are the WORST customer service!I want my refund of $195.91 immediately.
Business Response
Date: 03/15/2023
March 15, 2023

Customer Relations
**********************
330 ****************., Ste. #****
*******, ** 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 Ms. ******************** regarding her dissatisfaction with
The delay on the refund for the parts returned to Parts Direct.

After receiving Ms. **** complaint, we have reach out to out Parts direct Escalations team for assistance. They have responded as follow:

We have called and spoken with ************ this afternoon in regard to the returns for orders E698290, C766900. ************ states she used only one of the return labels issued which resulted in a partial refund for the item registered with the label. We located the return tracking number used, completed the refunds and reviewed the return instructions with *************Refunds are now complete; C766900 - $90.98 and E698290 - $145.92 .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 ************ has experienced with Sears. We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints. Please feel free to contact me at **************************************************** if you have any further questions.

Sincerely,

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.

Sincerely,

***************************
Initial Complaint
Date:02/20/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a Haier refrigerator from ********** 2 years ago. I purchased and *********** warranty for 5 years. A&E is under the Transform Holdco umbrella. The refrigerator broke after 1.5 years. The compressor is completely gone. I have had 8 appointments to get it fixed. A&E has decided that they can't access the refrigerator (they refuse to pull it out away from the wall) and hence refuse to fix it. Since they will not honor the warranty and fix the fridge, I'd like a refund of the warranty.
Business Response
Date: 03/14/2023

March 14, 2023

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

Re: ***************************
       File Number 19438622

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 would like to clarify that we did not sell **************** her refrigerator nor are we the warranty obligor of ****************** warranty on her refrigerator. We are just the repair provider that ********** contracted to provide repairs to ****************** refrigerator so they could fulfill their warranty obligations. Any questions or requests regarding the warranty coverage, including requests for a different service provider, a replacement or even a refund, would need to be directed to the obligor of their warranty which in this case is **********.

With that said, we apologize but we are unable to investigate this complaint at this time. Unfortunately, we were unable to review the repair history on the washer & dryer due to the repair history was not found with the phone number and address provided by ****************.   Regarding ****************** portion of her complaint involving the technician not being able to access the refrigerator to repair, we made contact with the local service unit and per management, the consumer is responsible for making the appliance(s)accessibly for the tech to render service. Accordingly, we have closed our file.

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

Sincerely,

***************************
Regulatory Complaints Specialist
******************************************************
Initial Complaint
Date:02/20/2023
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.
We have a Master Protection Agreement through Sears Home Services that began August 9, 2022 and expires August 22, ****. The cost is $3499.95. One of the appliances it covers is our refrigerator purchased November 20, 2020. December 4, 2022 it stopped working. It was only two years old. December 7, 2022, the repairman said it required a new compressor and three other parts. Today's date is February 20,2023 and we are still using a borrowed Yeti cooler and buying ice! We have received only one of the four required parts. We are paying for a Master Protection Agreement and gotten no service for three months, December, January and February, that is going to, for sure, push into March if not April. We are seniors and my husband is a veteran on Trulicity that requires refrigeration! Our complaint list includes: long wait times to speak to Sears, no contact from Sears-we initiate all contact, each contact assures us something positive is going to happen the following week but fails, Today we realized NOTHING was being done to resolve our hardship until we called (again) February 9. More explaining the situation and being told wait a week and call again. Our February 20 call resulted in "you should have an email by March 3." We are not holding our breath. Our case number is *******. At the very least, an employee named ***** was the most helpful thus far.
Business Response
Date: 04/17/2023
April 17, 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

Customer Answer
Date: 04/18/2023

Complaint: 19437418

I am rejecting this response because: we are seniors, my husband is a veteran and for diabetes requires the medication Trulicity that must be refrigerated. Our refrigerator has been broke since December with the first repair service fail happening on December 7, 2022. Our case was filed February 20, 2023. Today's date is April 18, 2023 and we have no refrigerator replacement or reimbursement from Sears. We have used a borrowed Yeti cooler and bought ice since December, 2022 after paying $3832.45 for a Sears Master Protection Agreement. Tons of fruitless time and energy have been spent to resolve the problem but we continue to be ignored and disrespected. The most recent update is three delivery cancellations in April and a new delivery date of May 19, 2023 that carries no credibility and too much frustration. It is clear that Sears should earn a suspension from the Better Business Bureau. Again, this is on-going since December and we are seniors, a veteran and have a diabetes medication, Trulicity, that requires refrigeration.

Sincerely,

*******************
Business Response
Date: 04/28/2023
April 28, 2023

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

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

Dear BBB Customer Relations:

We have completed the investigation of ************** complaint regarding the delay in receiving her purchase agreement replacement.

After reviewing ************** complaint and our records, we were able to determine that due to the pandemic,productivity and shipping has been delayed and is some cases ceased from the manufacture. We have been impacted by the global supply chain shortage which has caused delays in processing. Unfortunately we do not have empowerment over the manufacture with orders, productivity and freight shipping. We apologize and appreciate our valued customers patience.

It is our understanding that due to several delivery reschedules, a cash buyout was offered to ************, which she accepted. 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: 05/02/2023

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. However, it appears they are deflecting ownership of the complaint by blaming the pandemic and the manufacturer when their extremely poor business practices and lack of credibility are the true root cause. The only way we were able to reach any type of resolution after several months, much frustration and much time seeking a resolution was to get reimbursement rather than replacement (again, don't believe that the blame placed on the pandemic and the manufacturer explains the situation) so we can take the cash payout and get a new refrigerator without any assistance from them. Master Protection Agreement buyer beware!

Sincerely,

*******************
Initial Complaint
Date:02/20/2023
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.
After $439.72 (including parts ordered by a serviceman and installed by a second ******* when they arrived), and extensive time both workers spent trying to get reception on their 'burner phones' in my kitchen, I was informed a necessary part in the control system was no longer available, and the dishwasher could not be repaired. Within days, Sears Home Services in ********, ** closed with no forwarding address. On January 3, I contacted ************ and was told my **** would be credited with a refund. Since then, various names at various email/phone numbers have commiserated and made vague promises. No refund or contact.The company's policy was that there would be a charge of $149 for the service call even if the appliance could not be repaired. I would - and did - accept that.
Business Response
Date: 04/18/2023
Transform SR ******* ********** LLC

April 18, 2023

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

Re: # 19436806 *****************************

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. ******** request to be refunded for the service on her dishwasher.

****************** was provided a refund for services rendered on January 3, 2023 that was not successful due to one part been no longer available. A refund in the amount of $439.72 was processed on April 4, 2023, we would note that it can take 2-3 weeks to receive the check and if she has not received it within that timeframe she is welcome to email me for assistance at ***************************************** With that said, since we did provide ****************** 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 or problems whenever possible. If you have any further questions, you may contact me at *********************************************.

Sincerely,

*************************
Regulatory Complaints 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,

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

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