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.
2,217 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:02/20/2023
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 have had a Master Protection agreement on my HVAC since its purchase in 2008. Starting 12/22/22, my heat has stopped working intermittently, shutting off for 4 to 36 hours at a time. I had 4 Sears repair appointments between 12/29/22 and 01/23/23. One part was replaced. Another ordered. 0n 01/23/23 when they returned to replace the second part, they found corrosion and said the unit was unsafe to be left turned on. They turned the power off to the unit and ordered 3 more parts. I have been without heat since 01/23/23. I have had to pay for nights in a motel during extreme cold. I have had to buy 2 space heaters just to keep the temperatures in the 50's-60's. I have received 2 parts from Sears. Sears Home Services told me on 02/18/23 and again today 02/20/23 that the third part is unavailable, and they have no idea when it will be received. The Master Protection agreement says if a repair is not possible due to unavailability of parts, the unit will be replaced. When I asked for replacement, the person I spoke with today said she would send a follow up to the parts department and I would hear something in 3-5 days. She said there wouldn't be a replacement. I asked to speak to a supervisor or manager. She said she could not transfer me and would not provide a number I could call directly. Not only no heat now but I foresee no A/C since the unit has been deemed unsafe to operate. I recently purchased a new home in another city. I need to sell this house. I cannot sell a house without a working HVAC unit. Sears needs to replace this unit as they agreed to when they sold me the Master Protection Agreement.
Business Response
Date: 04/03/2023

April 3, 2023

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

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

Dear BBB Customer Relations:

We have completed the investigation of ****************** complaint regarding her dissatisfaction that the furnace has not been repaired in a timely manner; and her request for a replacement.

Firstly, we apologize for any inconvenience or frustration that ****************** may have experienced. We reached out to the service management team to review the service order and contacted the technician that serviced the unit. We received confirmation that the heat exchanger needed to be replaced, but it was not available to order. When a part is no longer available from the manufacturer, our parts research team will reach out to alternate providers to locate the part. A distributor did inform us that they would have one built, but later notified us that they could not. The tech manager also confirmed that we could not locate the part locally, and on March 16, 2023 the furnace was approved for a replacement.

Our HVAC replacement team confirmed that they have received the replacement request and will contact ****************** with the replacement process. With that being said, since our agreement with the Better Business Bureau restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarranted. If ****************** issue is not resolved to her satisfaction, she can reopen it later even if the Better Business Bureau has closed it as resolved. We respectfully ask to have this matter closed at this time.

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

Sincerely,

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

Customer Answer
Date: 04/04/2023

Complaint: 19435301

I am rejecting this response because: I was advised when I called the Sears Home Services 800# on 03/16/23 that my HVAC unit had been approved for replacement. I was told I would receive an email concerning the replacement within 3-5 days. It is now 04/04/23. I have never received any communication from the Replacement Team to set up the replacement. The reply by Sears acknowledges the replacement approval but gives no timeframe for the replacement. I do not believe they intend to replace the unit. Their response was only to make it appear that they are upholding the contract in the Master Protection Agreement to replace anything they can't repair. This is FRAUD. I have been without reliable heat since 12/22/22 and have had no heat since 01/23/23. They clearly intend to wear me down until I give up and replace the unit myself, letting them off the hook for replacement. I believe their response proves they do not intend to replace the unit since they state I can file a new complaint with BBB if I am not satisfied. They are thieves. This is FRAUD.

Sincerely,

*************************
Business Response
Date: 04/11/2023

April 11, 2023

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

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

Dear BBB Customer Relations:

We have completed the investigation of ****************** rebuttal to our response regarding her dissatisfaction that the furnace has not been repaired in a timely manner; and her request for a replacement.

We received ****************** rebuttal and apologize that she was not contacted by our HVAC replacement team in a timely manner. We reached out to our HVAC replacement team and requested an update on the replacement process. We received confirmation that ****************** was contacted on April 10, 2023 and was advised of the process. Since we do not have a contractor to install a new unit, we will offer ****************** a cash replacement which entitles her to a check to purchase the new unit and standard installation from another provider. ****************** has been instructed to provide quotes for the replacement. Once the quotes are received, our HVAC replacement team will review and contact ****************** to discuss the authorized amount for the replacement unit and standard installation. As clarification, standard installation is connecting the new unit to the existing electrical and plumbing; it does not cover additional parts, accessories, bringing the home up to code, or any fees. ****************** has been provided a direct contact number to our HVAC replacement team. However, she can also contact me via email at ***************************************** if she feels that her case is not progressing. With that 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: 04/18/2023

Complaint: 19435301

I am rejecting this response because: I was contacted by the Replacement Team on 04/10/23. Estimates from 2 HVAC providers were provided on 04/10/23 and 04/11/23. When I never heard further from the Replacement Team contact, I left him telephone messages on 04/13/23 and 04/14/23 which he never returned. I sent an email on 04/14/23 which he did return that afternoon with a phone call. He said the payment amount had been determined and case had gone to upper management to be approved. He said the approval takes ***** hours. Since that was a Friday afternoon, I did not hope to have information on the payment amount before 04/17/23. It is 5:45 p.m. CDT on 04/18/23. I've heard nothing. The Replacement Team Contact is on vacation this week. I have not tried calling the BBB contact, ***************************, as the week before the replacement team contacted me, I left phone messages for her which have never been returned. This is all dishonest, totally fraudulent business practices on the part of Sears Home Services and Transform Holdco. I went most of the winter without working heat in my home. It will be 85 degrees later this week. I DON'T HAVE AIR CONDITIONING EITHER. I need to be paid NOW. I can't select a replacement unit without knowing how much Sears is paying. They are worthless and continue to drag it out in a clear attempt to avoid responsibility for paying for the replacement.

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 purchased a Kenmore elite fridge in March 2022. In December of the same year the appliance began to make a constant dinging noise. By January I tried to purchase a new filter but the model had been changed and I had to special order it. The filter was replace but the dinging continued. I contacted Kenmore warranty and the directed me to a repair company. The first time I contacted ******* about this was a pleasant experience overall however, when the repair company came out (*******************) the two technicians that arrived at my home not only didn't have the necessary parts to repair my refrigerator, they severely damaged my real wood flooring when they moved the fridge to diagnose the problem. Fast forward a couple weeks, I had to contact ******* warranty again because the parts the technicians said would arrive before my new appointment on 2/9/23 weren't there. When I spoke with someone at Kenmore warranty on 2/10/23, they told me the parts hadn't even been ordered. Mysteriously, the parts (included extras) arrived soon after that call but at different times. Fast forward another several days, on 2/15/23 one of the same A&E technicians arrived at my house to finish the repair. Since there had been two techs previously and now there was only one, I asked if he was going to be able to move the fridge alone. He then went out to his vehicle to call his supervisor and when he returned, he told me that he was instructed to leave my house and not to work on the fridge at all. By this time, I am beside myself because I just want the dinging to stop and to not be swindled by the Kenmore ***************. The techs that came out to my house consistently kept telling me that **************** is notorious for delaying the work until the warranty date has passed and then telling customers they won't fix the problem. Since then, me and my daughter have called three more times and no one from Kenmore will call us back and the fridge is still dinging.
Business Response
Date: 03/28/2023
March 28, 2023

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

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

Dear BBB Customer Relations,

We have completed the investigations of Ms. ******* complaint and her dissatisfaction that refrigerator was not repaired in a timely manner.

First, we would like to apologize for any inconveniences or frustration Ms. ******* may have experienced in this matter. The satisfaction of our members and customers is our top priority. We do not take these matters lightly and we sincerely regret any difficulty she may have experienced as a result of this issue. Upon investigations, we discovered she bought the Kenmore branded refrigerator from Lowes. According to the parts team the valve with a part number 111 60154-0002304-00 is currently on backordered with no estimated time of arrival. We would like to clarify, that Transformco provides the repair so we could fulfill the Kenmore warranty obligations. Unfortunately, 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 Lowes as they are the obligor of her warranty. With this being said, since we addressed her concerns and since her warranty is with Lowes we ask to have this matter close.

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: 03/28/2023

Complaint: 19434922

I am rejecting this response because: the problem is not resolved. If the part I need to be able to use my fridge is on backorder with no ETA, the issue SHOULD NOT be closed. ****** has informed me that this should be under the manufacturer's warranty and the treatment I've experienced is unbelievable. They have dragged out this issue to the point that the warranty is almost up, yet I still don't have a working appliance.
I should not be forced to purchase a brand new fridge because of the *************** team's lack of accountability.

Please address not only the most recent issue but the installation of the other two parts I have that weren't installed. Keep in mind, I don't have a working appliance. This issue is not resolved.

At this point, I want my money to be refunded and someone can come get the fridge. If that means your customer service team contacts the retailer, make it so.

Sincerely,

***********************
Business Response
Date: 04/05/2023
April 5, 2023

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

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

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

We received Ms. ******* rebuttal to our response regarding the Kenmore refrigerator she bought form Lowes and has failed under the manufacture warranty.We apologize for the inconvenience she may have experience in this matter. The refrigerator is waiting to be repaired and its scheduled for April 7th for the technician to install the part. Again, ******* is fulfilling the warranty obligations by repairing the refrigerator and refund from Sears or Kenmore is not possible. She bought the refrigerator from Lowes as such her request to be refunded will only be from that retailer. Again, since the repair is scheduled for Friday to install the part we again ask to have this matter close.

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

Sincerely,

***********************
Regulatory Complaints Specialist
Email: ******************************************************************************
Customer Answer
Date: 04/09/2023

Complaint: 19434922

I am rejecting this response because:
The third party you have hired to do this warranty repair still hasn't completed the ticket. Yes, we had an appointment on the 7th of April but when the technician arrived, not only did he not know where the parts were supposed to go, once I told him what they were he didn't have the correct tools or knowledge to even start the job. So, my fridge is STILL not fixed. My floor is still damaged and ruined and your repair company just continues to give me the run around. When will Kenmore take accountability for the issues this fridge has caused?

Sincerely,

***********************
Initial Complaint
Date:02/19/2023
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.
Opened a ticket to service my refrigerator second week of January (1/17th). They attempted to repair, but part was not available. After several attempts to repair and to source the part they determined it was not possible. The contract states they would replace the appliance if repair is not possible. They have dragged the process since the beginning of February and even lied about work being done while the tech was in my house contradicting the dispatcher. At this point they are closing the ticket as work completed. There appears to be no recourse.
Business Response
Date: 05/08/2023
May 8, 2023

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

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

Dear BBB Customer Relations:

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

Sincerely,
Regulatory Specialist, Regulatory Complaints
imx integrated member experience
Initial Complaint
Date:02/19/2023
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 Protection Plan on our WasherCalled for service and technician ordered parts. It was determined that parts were not available and i was told that our washer needed to be replaced. That was done on a timely basis but since that moment i have been getting the run around. It has been almost 7 weeks without a washer. I call every week for the past 4 weeks with an average hold time of 45 mins and several passes to other departments with no remedy. They continue to tell me I will receive an e-mail update which I have not received one. No communication, no updates and no honoring the warranty Ive paid for. The unbelievable part is I get calls several times a week from them to upgrade other appliances to the warranty protection plan.
Business Response
Date: 04/10/2023
Please see the attached response.
Customer Answer
Date: 04/12/2023

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:02/18/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a brand new fridge and dishwasher from sears and also purchased a two year warranty for both. The ice dispenser on the fridge did not work since the day we bought it. For one year they kept trying to fix it and finally on 2-1-23 a repairman said it can't be fixed. Every time I called to find out about getting it replaced I would be transferred to another person and given another number to call. Today 2-17-23 I was transferred to 10 different people and got told that if I wanted a refund for the fridge I have to contact *******. It is absolutely ridiculous that I keep getting different numbers to call and transferred to different people. I will never purchase anything from sears again and don't recommend anyone else to either. I want a refund for a brand new fridge that I bought with special features that haven't worked since it was purchased and no one at sears will help me with a refund or a replacement. I did get a refund for the warranty but not the fridge
Business Response
Date: 03/14/2023
March 14, 2023

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

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

Dear BBB Customer Relations,

We have completed the investigations of ******************** complaint and her dissatisfaction that the refrigerator was not repaired in a timely manner.

First, we would like to apologize for any inconveniences or frustration ******************** may have experienced in this matter. The satisfaction of our members and customers is our top priority. We do not take these matters lightly and we sincerely regret any difficulty she may have experienced as a result of this issue. Upon receipt of her complaint, we discovered on February 22nd the refrigerator has been approved for a replacement under the manufacture warranty for $1150.00. We sent her an email with the authorized amount and with the replacement information. With that being said, since our agreement with the Better Business Bureau restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarranted. If ******************** issue is not resolved to her satisfaction, she can reopen it later even if the Better Business Bureau has closed it as resolved. We respectfully ask to have this matter closed at this time.

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

Sincerely,

***********************
Regulatory Complaints Specialist
Email: ******************************************************************************
Initial Complaint
Date:02/18/2023
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.
Date of transaction was 12/17/2022. My dishwasher suddenly stopped working. Order number is ***************. Since original dishwasher and most of home appliances are Kenmore Elite, I thought contacting Sears and not an outside company made more sense. Service person first arrived outside of the time frame and tracked snow through my home upon coming back later within the scheduled window. ***** was the tech's name. I offered to show him the electrical box and he stated it wasn't necessary. He then told me the control panel on my dishwasher had gone bad and they were no longer manufactured. He listed over $500 worth of additional parts I would need to get the dishwasher functioning again, and told me I would be better off purchasing a new one. When an order is closed out, a customer is prevented from providing feedback on the service. So I was unable to rate ***** and immediately let anyone know what happened. I spent $129 for the service call and over $800 to purchase a new dishwasher. Midway through running a cycle for my new dishwasher, the same thing happened. I knew it couldn't have gone bad because it was brand new, so I was able to surmise that having the dishwasher and washing machine on at the same time had tripped the circuit and this is what must've happened with the old dishwasher. So there was nothing wrong with it and I didn't need to purchase a new one; a trip to the circuit box, which ***** refused, would have remedied the problem. And I could have delayed purchasing a new dishwasher. I have tried reaching out to Sears by ********* email and regular mail. ******** could not find any record of my order. I got neither a response nor even an acknowledgement about my complaint from my email or letter. I found their phone number useless as I felt pressured by a sales person to purchase a home warranty plan I felt I didn't need. How many other customers have been told they've needed new major appliances they did not need? I would like a refund of my $129.
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 ****************** request to be refunded for the service diagnostic fee on her dishwasher.

As a gesture of good will, **************** was provided a refund for the service diagnostic fee for services rendered on December 17, 2022. A refund in the amount of $129.00 was processed on March 21, 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 being 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. 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:02/18/2023
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 ordered a part from Sears direct parts on January 24th. The part was listed as in stock.It was promised to be delivered by January 27th. I have a email and text message about when the delivery should arrive and both were listed as January 27th.One January 25th I was charged in full with no delivery information generated. On the 27th the part didnt arrive.When checking status it is listed as pending/in complete.I called and got a run around about to expect an email in 3 days about the status of the order. It never came so I called back and then I was promised the part was going to be delivered the following week on Thursday.Every time I call I get no where with the person who answers the phone. They offer no reason or explanation of why there is a hold up or where the part is or when it will arrive. They continue to spew the same message about a email will come in 3 days.***** later Im fed up and getting no where. I call again on today Feb 17th and demanded a refund. They said that they will cancel the order and gave me another 3 day bill about getting an email about canceling and then a 3-5 day window for refund to take place. I am not hopeful.
Business Response
Date: 03/16/2023
March 16, 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. ************;complaint regarding his dissatisfaction with the delay on parts ordered through Sears Parts Direct website.
Upon receipt of Mr. ******* complaint we reached out to our Parts Escalations team to assist with Mr. ************;concern. The parts team researched and found that the delivery was delayed by the manufacturer. The part order was shipped and delivered to Mr. ****** on Thursday March 16, 2023 under tracking number 1ZY767190301471415 at 11:55 AM at his front door. If **************** has any questions,he can contact me 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 **************** 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
Initial Complaint
Date:02/18/2023
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.
My refrigerator quit working and I lost over $400 worth of food. This occurred December 2, 2022. Lowes warranty was contacted. Took a month to even contact the *********** and it has been a losing battle since. I've had countless appointments and not one person has fixed my fridge. It's been almost three months and they took their sweet time to insure that my warranty expired. I've attached proof of the battle I've had with them. The week of Friday the 10th Feb 2023 I had an appointment and the service tech just took a picture of my house and left. He didn't call, or knock and claimed that I was not which in fact was a lie. I was sitting on the couch waiting. I called them they said they'd send him back out but he never showed up. Today Feb 17 2023 he was scheduled to come to fix it and didn't show up yet again I check my email and it suddenly says I've been rescheduled again for the 22nd. I've missed countless days of doctors appointments and my husband has missed days of work waiting for them to make right on this situation and quite frankly I'm done. They've caused me emotional and psychological stress for almost three months. I paid for this fridge and the 3 yr warranty and I contacted them whilst under warranty and I just don't want it fixed anymore I want a new one with a warranty on it. I refuse to spend another dime. Especially after the first technician broke my cabinet and the second one was very rude and threatened my dog. I called and complained about it twice. Nothing was done. I don't want to *** over a **** fridge, but if nothing is done I suppose I could. Please help me, I beg you.
Business Response
Date: 04/10/2023
Please see the attached response
Customer Answer
Date: 04/12/2023

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:02/18/2023
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.
On November 21 of 2022 my refrigerator went out. After a failed repair process with Sears, they approved a replacement for the refrigerator on or around December 13 of 2022. They did not have the first product that I selected for my replacement and after I had my grandson reply twice with another product I had to contact them by phone because they refused to get back in touch in regards to the second selection. The person we got hold of said it would be February 22 of 2023. Since then they have moved the date back twice, first to March 08 and then to March 15. They refuse to send me to money so that I can replace the refrigerator. I will have been over 3 months since I first contacted them about this. They did the same thing to about fixing my dishwasher. They made me wait 3 months just to get that fixed. This is unacceptable! I need help in dealing with them. If they refuse to send the money so I can just replace they should refund the money I have spent on the Master Protection agreement for the refrigerator that I have been paying on for OVER 20 YEARS!!
Business Response
Date: 05/08/2023
May 8, 2023

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

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

Dear BBB Customer Relations:

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

Sincerely,
Regulatory Specialist, Regulatory Complaints
imx integrated member experience

Customer Answer
Date: 05/09/2023

Complaint: 19427936

I am rejecting this response because: It doesn't resolve anything. I finally got my replacement 4 months after my old fridge went out and they sent the wrong one! The fridge we ended up with was the first replacement pick that they told ** they did not have so we selected another replacement two weeks later after they did not respond to my email. The second replacement was supposed to be a ******* product and we of course got the original pick which was a Frigidaire. 4 months to replace a refrigerator is unacceptable.

Sincerely,

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

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

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

Dear BBB Customer Relations:

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

After reviewing Ms.****** ********* we did not find that she has brought any new information to her complaint. Unfortunately, we are not always able to arrive at a resolution that would meet with a consumers complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. ************** case we do apologize that we failed her expectations, however, as stated previously, we do not have empowerment over the manufacture with orders, productivity and freight shipping. 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: 05/18/2023

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. We will no longer do business with them.

Sincerely,

*************************
Initial Complaint
Date:02/18/2023
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.
On Jan 6th, 2023 I placed an order on searspartsdirect.com for a washing machine Stator. The following replay was received on the same day - " Your order W518086 has been received and is currently being processed." Around the 21st of Jan I called the company requesting an order status since the website didn't offer much info and the attendant didn't have much info to offer either so I asked for the order to be cancelled On Jan 22nd I received an email with the following - "In reviewing your order details, we have learned that your order# W518086 is already in the process of being shipped. We unfortunately were unable to cancel this order for you however you can return this order to us after you have this delivered." On Feb 1st I called again and no concrete explanation explanation. Then received the following email - " Thank you for contacting us regarding your concerns with your recent order from searspartsdirect.com, we do appreciate your feedback. We regret that the part has not been shipped. We currently do not have inventory to fulfill the order. You can allow more time or request a cancellation. Kindly let us know which offer you prefer. We apologize for the inconvenience.If you have any questions or need any further assistance, you can reach us by either simply replying to this email or by calling us at ************ (8 AM - 4 PM CST Monday-Friday" Then again on Feb 4th got another email " Were are unable to cancel order W518086, it confirms as in process to ship. At this stage, the part may be returned within 60 days order date for the refund. " Don't know if they have the part or not . As of today no part. I need it badly so I ordered to another company and received it in 3 days. I cannot understand how a company cannot issue a refund.I do not need the part anymore and if they do ship it how am I to believe them I'll be issued a refund if I return it. Thanks in advance ***********************
Business Response
Date: 03/21/2023
March 21, 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.

Upon investigation, our records showed that the part is still on backorder from the manufacturer.
Unfortunately,we have no control over the delay by the manufacturer. Per Mr. ******** request, the order was canceled.

For the order W518086 Charges were refunded to him on his credit card ending on **** for the amount of $144.22 on March 16, 2023. He should be aware that it could take her 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 ****************** 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: 03/21/2023

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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