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

6,272 total complaints in the last 3 years.
2,212 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:02/18/2023
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.
We have a Sears warranty plan on our LF refrigerator. It stopped cooling about 4 weeks ago for the 2nd time in 7 months. Technician came, she looked inside unit, just looked took no readings, and said I will report unit non repairable. We lost all food and received check for about $300.00. MY wife has spent over 20 hours on phone with bureauacy with promises about replacement with people all over the world. Some spoke ENglish! After all this we were told the claim was filed wrong by their tech and it has start over.AFTER 4 WEEKS OF LIVING OUT OF COOLERS IN **********! We are promised replacements by several reps and we never speak to that rep ********** is 3rd compressor in unit.
Business Response
Date: 03/15/2023
March 14, 2023

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

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

Dear BBB Customer Relations,

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

First, we would like to apologize for any inconveniences or frustration Mr. ******** may have experienced in this matter. The satisfaction of our members and customers is our top priority. We do not take these matters lightly and we sincerely regret any difficulty he may have experienced as a result of this issue. Upon receipt of his complaint, we discovered the refrigerator had multiple repair visits. One of the service order stated that the refrigerator can no longer be repaired unfortunately, it was not put in to replacement. We apologize for the oversight. We completed the replacement authorization in the amount of $2800.00. We send him and 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 his issue is not resolved to his satisfaction, he can reopen it later even if the Better Business Bureau has closed it as resolved. We respectfully ask to have this matter closed at this time.

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: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 been paying for a home service plan for 10 years that is supposed to cover everything in my house and when my furnace needs repair they said since june my plan only covers appliances and said they wont cover my furnace, but i have never changed my agreement and have been paying for service all these years.
Business Response
Date: 03/17/2023

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

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

Dear BBB Customer Relations:

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

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

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

In this case, ****************** has had a *** since 2022. At this time we have forwarded this complaint over to our direct contacts at Cinch and they are committed to fairly resolving any issues we send to them but they will enforce the terms of the contract. If **************** feels they do not take care of this issue or that they still have a valid dispute against the terms of this coverage, they are also able to file a complaint directly against his Sears Home Warranty/Cinch by filing with the ******* BBB. Prior to doing so, Cinch does state on their BBB site:

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

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

Sincerely,

*******************************
Regulatory Complaint Specialist
**********************************************************
Initial Complaint
Date:02/17/2023
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 washing machine from Sears in 2014, with an extended warranty. I then renewed that extended warranty and it's currently in effect through ****. My washing machine broke right after Christmas 2022. Sears has been unresponsive and unhelpful and it's impossible to get a live person on the phone. As of this week, I still do not have a working washing machine 7+ weeks later. Their service technician consistently did not respond to calls and text messages inquiring about updates. I finally gave up and went out and bought a new washing machine. They now refuse to refund my warranty - which was over $800. Please help.
Business Response
Date: 04/03/2023

April 3, 2023

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

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

Dear BBB Customer Relations:

We have not completed the investigation of Ms. ********** complaint regarding the problem she encountered when she requested to cancel the protection agreement on her washer.

We apologize for the delay in responding to this complaint. We would like to note that ********************** holds a Master Protection Agreement (***) that covers both the washer and the dryer. The *** was renewed on August 2, 2019, and will expire on August 6, ****. Under Cancellation and Refunds in the terms and conditions of the *** it states, You may cancel this Agreement at any time for any reason by calling [ 1-800-4MY-HOME ] or by mailing written notice of cancellation to: Cancellation Services, [P.O. Box ****** **************, ** *****]. It goes on to say, After the first sixty (60) days of the term or after the expiration of the full manufacturers warranty for the Covered Product (whichever occurs last), excluding warranties covering component parts of the Covered Product, we will refund the purchase price allocable to the remainder of the Term of this Agreement prorated on a monthly basis, less any claims paid. In Ms. ********** case, the washer has a total of four paid service claims, and the dryer has one paid service claim. These service claims will be deducted from any prorated refund due.

According to our records, ********************** requested to cancel the *** on February 15, 2023. Unfortunately, coverage cannot be cancelled when there is an open service order. The service provider was contacted to close out the open service order. We apologize that the protection agreement was not cancelled after the order was closed out. Since ********************** is requesting to cancel, we have forwarded this matter to our contract department for review and to determine if any refund would be due. We are currently awaiting their response. We are committed to providing a fair and equitable resolution and ask that ********************** allow us five business days to complete the investigation. In the interim, should ********************** have any questions, she may contact me via email at ****************************************** or directly at **************.

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

Sincerely,

***************************
Regulatory Complaints Specialist
Initial Complaint
Date:02/17/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Friday Feb 10th 2023 a sears appliance repair technician came to my house for what I thought was a cleaning of my washer. Instead, he told me that he couldnt clean my appliance and that I couldnt cancel my appointment and I had scheduled it incorrectly. I paid $99 for this service. He looked at my appliance and left. I have contacted sears home services multiple times but cannot get a real person on the phone to explain that I need to discuss this with someone. I live chatted with one of their reps who said I would be getting a refund, yet I have seen no communication about this. I emailed the email address to try to discuss this issue, no one has responded. I have no way to get ahold of anyone.
Business Response
Date: 03/30/2023
March 30, 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 ******************** ls request to be refunded for the trip charges fees to assess his washer.

******************** was provided a refund for the trip charges fee for services rendered on February 10, 2023. A refund in the amount of $99.00 was processed on March 30 2023, we would note that it can take 2-3 weeks to receive the check and if he has not received it within that timeframe he is welcome to email me for assistance at ***************************************** With that 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,

*************************
Regulatory Complaints Specialist
Initial Complaint
Date:02/17/2023
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 October 5,2022 needed to have belts replaced on my riding lawn mower. It lasted approximately 55 minutes and machine would not move. Made another appointment for November 11th, 2022. Advised that I needed work done. The technician ordered parts totaling $109.76. ************* number ********, Service Unit number *******. I kept checking the website.Notice numerous delays. Parts back orered. After over 2 months, the service stated, canceled for all the parts. When I went to the website and chatted with service representative, they said that the delayed part was no longer made. When I asked about my $109.76 on approximately February 8, 2023. I was told I would get my refund. When I called today I was put on hold several times for long periods and then was advised that I would need to email some website.Since they canceled my service without any notification and deemed service completed without completing service, they should have refunded my $109.76. They did not.
Business Response
Date: 03/16/2023
Transform SR ******* ********** LLC

March 16, 2023

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

Re: # 19421721  *****************************

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 fee on her tractor.

****************** was provided a refund for the service fee for services rendered on January 19,2023. A refund in the amount of $109.76 was processed on March 16, 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: 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:02/16/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Sears ************ errored. They did not show up for repair appt because of THEIR error. This cost me a half day off work, and everything in my refrigerator. DISGUSTED. It will also cost me money tomorrow when I have to stay home AGAIN waiting for a technician. I WILL NEVER recommend Sears ************. They are completely INEPT. They have ZERO integrity and work ethic. Its actually unreal what they get away with. AGAIN, DISGUSTED. Because they have out of country call centers that either dont train their agents or they condone those agents lying, they cost me money by not showing up today. I requested a refund of my call fee (*****) as a courtesy for what theyve done and they refusethat is NOT customer service after they do a customer wrong. They said they will not refund me because I still owe it because a technician will EVENTUALLY show up and I have to pay for that. NO DUH. HOWEVER, your company can do the RIGHT THING and accept responsibility and accountability and absorb the ***** fee themselves because the customer did not error. The company errored. Where is their integrity? SO DISGUSTED. TRANSFORMCO - how about you contact me and offer me my refund for the now show, groceries that had to be trashed, and the hour and 20 minutes I spent on the phone with various representatives begging for you to get a technician out today.
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: 05/16/2023

Complaint: 19418152

I am rejecting this response because:
No, I do not have a resolution. My money should be refunded due to them causing me to miss time from work, the endless time on the phone with them and finally having to waste more time making a BBB complaint.
IN THE NAME OF CUSTOMER SERVICE, REFUND MY MONEY. Its the right thing to do since you screwed me around and. Sides me to miss work.
I know your POLICY does not call for you to issue me a refund. But someone in a position of authority, KNOWS after review you guys screwed me over and wasted my time.
REFUND MY MONEY! I beg of you. Redeem yourself after the awful display of INCOMPETENCE
Sincerely,

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

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

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

Dear BBB Customer Relations:

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

We have reviewed *********************** rebuttal, and we do 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. Since our decision is final,we have closed our files.

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

Sincerely,

Regulatory Specialist,Regulatory Complaints
Transformco LLC
imx integrated member experience
Initial Complaint
Date:02/16/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a refrigerator from this company five years ago. The refrigerator went out on 1/11/23. They came out and they looked over it. He told me he needed to order the parts and he gave me a date when they would fix it. They contacted me before they were supposed to come out. They told me they couldn&#**;t come out until all the parts were here. Now they&#**;ve rescheduled the appointment three times. The parts are here and I&#**;ve paid them for this repair. I need my refrigerator fixed.
Initial Complaint
Date:02/16/2023
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.
Sears Home Repair technincian was dispatched to my home on Jan 27th to repair =my refrigerator. They were contracted through my Home warranty company Select Home warranty. He completed the fist repair previous to Jan 27th date. When he came to replace the ** cover on the refrigerator he advised the wired inside were damp so he needed to order a wire harness. He then said he will unhook the one wire to that middle drawer so the lights will not work but everything else is in tact. Instead he cut all the wires in my refridgerator. so hours later i find my refridgerator has nt shut doen and food defrosting and spoiling. I called several times to get him back out to repair the damage. for over 2 weeks i requested a repair tech to come fix what damage he has caused. On top of that the part he ordernever came in because thy could not find it. I had to hire anoher company to come out and diagnose the issue. He ound the whold front door panel had to be replaced due to the wires being cut and the control board has shorted out and was smoking. I have lost over $250.00 in groceries and paid over $500 in having my refrigerator repaired. I have asked several times to have them rectify what their technician has caused. i have been given no resolution and no accountability for his actions. They kept referring me back to the warranty company. But they are responsible for their lack of professionalism and incompetence of their technician. I want to be reimbursed for all the food lost ( $250) the purchase of a second small refrigerator from ********** $225 and additional deductible $100 I paid . I shouldn't have to suffer for over 3 weeks to get this matter resolved. I have called over 10 times for help and no help at all.
Business Response
Date: 03/08/2023

March 8, 2023

Customer Relations
******* **********************
330 ****************, Suite #****
*******,******** 60611

Re: *************************
       File Number 19414974

Dear BBB Customer Relations:

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

We have completed our investigation of Ms. ****** complaint regarding the repairs she required for her Frigidaire refrigerator.

We would like to clarify that we did not sell ************** her refrigerator nor are we the manufacturer or the obligor of her manufacturers warranty on her refrigerator. We are just the repair provider that her warranty obligor Select Home Warranty (SHW) contracted to provide repairs to Ms. ****** 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 her warranty which in this case is Select Home Warranty (SHW).

Upon receiving Ms.****** ********** we contacted the local service unit for assistance. Our records indicate that the repair order was closed on March 7, 2023. Per the technician, water in little drawer,shorted system, total system failure, unable to repair unit replacement required. Since we have confirmed with the tech, the refrigerator is unrepairable and will be replaced through Ms. ****** warranty obligor, we have closed our file.

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

Sincerely,

***************************
Regulatory Complaints Specialist
******************************************************
Initial Complaint
Date:02/16/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On January 31, 2022 a technician from Major Appliance Solutions (a subcontractor of SEARS), came to my home to repair my refrigerator. I have an extended warranty contract with SEARS, that I've had for at least ten years.****** (the tech), claimed I needed two parts in order for the repair to be completed. He ordered them and they were shipped to my home. I called him around the 3rd of February, informing him that the parts arrived. All he said was 'okay.' Never mentioned when he would be back, nothing. I then contacted SEARS for assistance, they assisted me by giving me the run a round. One time I was transferred to the overflow **** just to be on hold for an hour.In my contract it reads: if the item cannot be repaired it needs to be replaced, and I want the replacement. I have been without a working refrigerator for more than three weeks, this is unacceptable. I am a senior at the young age of 84, and I do not participate in food delivery services. Everyday someone has to take me to the market, for me to purchase food items.
Business Response
Date: 03/08/2023
March 8, 2023

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

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

Dear BBB Customer Relations,

We have completed the investigations of ****************-debrews complaint and his dissatisfaction that the refrigerator was not repaired in timely manner.

First, we would like to apologize for any inconveniences or frustration ****************-debrews 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 the repair for the refrigerator was completed on February 3rd. The service technician noted REPLACED BOARD and close the service order. If the refrigerator still not working she can contact me directly via email. 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 ****************-debrews 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:02/16/2023
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.
Sears was sent out to service our dryer on December 13th of 2022. My husband paid the service fee of $65 over the phone with a card. Payment went through - no problem. A few weeks later we receive an invoice for the service fee we had already paid. This is the second time Sears has done this to us (the first was when they came out to look at our oven over a year ago). I was able to contact them and provide proof of payment for the first incident with the oven. This time around, Ive emailed them twice with proof of payment of the service fee and havent received a response. The number listed on their invoice doesnt have live customer service and is just essentially a payment collection line. Today I found out that the service fee charge has gone to collections. Im furious and concerned this will now affect our credit.
Business Response
Date: 03/15/2023
Transform SR ******* ********** LLC

March 15, 2023

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

Reference File # 19414972 *****************************

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 Ms. ********* complaint regarding the bill received for the repairs on her dryer.
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 March 15, 2023. ******************** should not receive any further notices as of March 15, 2023. Furthermore, this letter will serve as ******************** documentation that she 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 her credit history or score. With that said, since we did provide ******************** with her 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

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