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.
2,217 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:02/15/2023
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.
My ******* icemaker stopped working November 3, 2022 and I called Sears to get an appointment since I have a home warranty with them. A repair man came out and said parts had to be ordered to fix it. This was December 12 , 2022. I have called at least 15 times. Every time I call I get the same answer. They are not available. I decided to find the parts myself and I found them in a matter of minutes at Appliance Parts Pro ready to be shipped out. I called Sears and they said they used another company and I had to wait. **************** said it might take another 3 to 4 months before the parts would arrive.I pay $54.00 monthly for service I am not getting. Sears won't listen to me, maybe they will listen to you.
Business Response
Date: 04/03/2023
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 December of 2021. Any services Sears may be contracted to do is with Cinch and we must follow their process. If ************ wants to use her own parts in the future she will need to request this from Cinch, not Sears/TransformCo. That being said we show that Sears service tech installed all parts ordered on 3/9/23. If ************ is still needing assistance she will need to contact Cinch directly.

If ************ feels they have not taken care of this issue or that they still have a valid dispute against the terms of this coverage, they are also able to file a complaint directly against his Sears Home Warranty/Cinch by filing with the ******* BBB. Prior to doing so, Cinch does state on their BBB site:

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

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

Sincerely,

*******************************
Regulatory Complaint Specialist
**********************************************************
Initial Complaint
Date:02/15/2023
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.
On 8/30/22, a Sears service man came to look at my Kenmore Elit Ref. He pulled the refrigerator from the wall, looked at the back, said there were two water valves, one was bad. He then ordered the part, gave me an estimate of $495.18. I paid at that time, $321.18 with the balance to be paid when he returned to install the part which would be mailed to me. After thinking about this service man and the price, I decided to get a second opinion. Called another company, this man was much more through in examining the ref., and said there was nothing at all wrong w/the water valve. It was a diff. part altogether. I called Sears on 9/6/22 cancelling the return of the service man and sending the part back to them. They owe me $321.18. So far, I have received a check for ***** and ******. I have been calling Sears "repair care " department since 9/6/22! The last call I made was on 2/10/23, I am always told the same thing, "would receive a call back within 24 to 48 hours" Sears has never called me ever! They still owe me $105.95. Please help me! Thank you
Business Response
Date: 03/14/2023
March 14, 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 ****************** complaint regarding her dissatisfaction with
Refund due for the repairs on her refrigerator.

Upon our investigation our records reflect that the refund of $68.05 was issued on September 13, 2022 via check. And another check was issued on November 14, 2022 for $147.18 we reach out to our accounting department and checks are been traced and both checks were cashed by ****************. The difference of $105.95 charges are the trip charges that are not refundable. (Cashed check attached) since our company fulfilled our obligation and monies were received by ****************, we have closed out 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: 03/15/2023

Complaint: 19409154

I am rejecting this response because:Sears did not repair this product, their rep. did not do the job of fully inspecting the product, I called to cancel this service call after tec. left. I had NEVER been told that there would be a "trip"charge of $105.! Whoever heard of such a thing! I was told however, that there would be a $99.00 service fee that would be waivered if repairs were done and parts used. The repairs were never done nor parts used. I was promised a "full refund" when spoken to at the very beginning when I first called back in Sept. I have made call, after call, trying to get that "full" refund from this company!

Sincerely,

**************************
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 ****************** complaint regarding her dissatisfaction with
Refund due for the repairs on her refrigerator.

We have received **************** rebuttal, and as she said on her rebuttal, she was told that she will be charged $99.00 +tax $105.00 that will be waived if service and parts are completed. However, as she stated, there were no service and parts completed, so she is responsible for the trip charges. .since our company fulfilled our obligation and monies were received by **************** we have closed out 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: 03/28/2023

Complaint: 19409154

I am rejecting this response because:
I am not very good at knowing how to do these things on my computer. The last message I received from you, I thought I answered correctly as I did "click" on the "not accepting" response and typed my reason! Must not have done it correctly! I do not accept their answer that $105.00 was for trip charge! Whoever heard of that odd amount for trip charge! Sears originally told me there was a $99.00 service fee that would be waivered if repairs were made to the refrigerator! However, since the tech did not access appliance properly, but ordered a part which I returned since it was not needed nor the cause of the problem. I did have to call a different repair company! Since the appliance was not diagnosed correctly, I was told when I first called Sears back in Sept. that I would not be charged and would receive a FULL refund. I have only received two checks and still owed the balance! My case # is 19409154. Thank you

Sincerely,

**************************
Initial Complaint
Date:02/15/2023
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.
Around may of 2022 my sister and I purchased a refrigerator freezer from the store. My sister put her purchase on her Sears Mastercard, I wrote a check #*** for $1624.88 from ******************** on may 31st was when it ****** They attempted to deliver the fridge but they never did so my sister canceled the order. Around the middle of June my sister called sears about our refund and she was told it would take about 10 busuness days. So since then we have been going back and forward about our refund.My sister finally got her charges reversed in October, I have yet to get my refund. We were told at one time that they would send a check and it had to be in my sisters name that wasn't a problem but nothing ever happened.We've tried calling the store knowone answers it asks for a code then hangs up **************.I thought after you cancel an order you would get your money back I have my statement from the bank showing my check did clear. If you need to contact me my number again is ************** I hope this resolved soon its been 9 months to long to get money back for somthing you never received.
Business Response
Date: 04/04/2023

April 4, 2023

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

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

Dear BBB Customer Relations:

We have completed the investigation of **************** complaint regarding the problem she encountered with receiving the full refund for the cancelled refrigerator ordered from the hometown store.

We contacted **************** and she provided the salescheck number listed on the receipt. We confirmed that the purchase came from a HomeTown store, and they have filed for bankruptcy and ceased all operations. They are a separate entity from Transformco and from a sales standpoint, we have no obligation regarding any sale made from them. Transform has no connection with or liability for the purchase **************** made from the HomeTown store. We have provided **************** a link to the official HomeTown Store clerk and docket for their bankruptcy filing. We suggest that she reach out to the bankruptcy court for additional information. With that being said, since we have explained why we are not the responsible party for issuing **************** a refund and in fact have no way to issue a refund from that business but we have directed her to the only contact that *** be able to issue a refund of some kind, we have closed our file.

We apologize for any problems or frustrations that **************** *** have experienced. 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 at **************.

Sincerely,

***************************
Regulatory Complaints Specialist
Initial Complaint
Date:02/15/2023
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 an upright freezer for $1,000 from Sears ********** ** store in May of 2022. It broke so i called a repairman from Sears because it was under warranty. He said when he came in September of 2022 that it was not repairable and it would be replaced under warranty. He submitted his professional opinion that the top of the door was warped, it was a factory defect, it was not fixable, and it needed to be replaced altogether. It is now February of 2023. I have called repeatedly and been promised repeatedly that they are going to send me a new freezer. They refused to issue a refund. They being the Sears ***************. Now my local store has closed (their emails and calls did no good either) and I am still waiting on the warranty to make this right. They have not called as they said they would. They have not emailed as they said they would. They have simply stalled me and refused to honor my warranty. At this point i am requesting a full refund including taxes, any extra warranty i purchased, and an apology for wasting so many hours of my time.
Business Response
Date: 03/21/2023
March 21, 2023

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

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

Dear BBB Customer Relations,

We have completed the investigations of ********************** complaint and her dissatisfaction that the freezer 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 he may have experienced as a result of this issue. Upon receipt of her complaint,we reached out to our service provider how the repair is progressing. It was determined that the freezer door has not been placed on order as such we made a decision to replace the freezer under the manufacturers warranty for $999.99.The provider also confirmed that the freezer was purchased under a business account and place of work. Per the terms and conditions of the manufacturer's warranty the freezer is not meant for business or commercial use it's only for personal use. Appliances that are being used for business or commercial use have a 90-day manufacturer warranty only. As a courtesy and one time offer if the freezer will be used for commercial used again and failed there will be no warranty for it. Since, we addressed her concerns and offered a replacement under the manufacturers warranty we have close our file.

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

Sincerely,

***********************
Regulatory Complaints Specialist
Email: ******************************************************************************
Initial Complaint
Date:02/15/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have a warranty on my fridge and it hasnt been working since November. They have come out a few times and never fixed the problem which is that the ice maker doesnt make ice. They have also canceled 20 minutes before the time frame they have given me 4 times and each time I have had to take off work. I want to start being reimbursed for taking off work should this continue or have my fridge completely replaced. Canceling 4 times in a month is unprofessional and unacceptable. I have asked to speak to a supervisor and every time I do they disconnect the call and never call back.
Business Response
Date: 04/03/2023
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 2018 therefore 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:02/15/2023
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 12/30/2022 our Frigidaire refrigerator stopped working. The refrigerator is less than 1 year old. We immediately contacted ****** where we purchased the refrigerator and they transferred us to Frigidaire. Frigidaire set up an appointment with ********************* for the warranty-covered repair. The problem is ********************* and the refrigerator is still not repaired. On 1/6/2023, an A& E Repair Man came to our home and advised us that they ordered 3 parts, the parts would be delivered to our home within the next week and then we were to call A & E back and schedule the repair. Problem is, the 3rd part never came. We were advised by ********** that the part was on back-order. We contacted A & E and they sent a Repair Man out again- this time he stated that the he didn't know when or if the part would be available again. We asked for a replacement refrigerator- they declined. I followed- up with A & E and ********** (who I've been in touch with through out this problem) and they advised that A & E closed the repair ticket and called it complete. This is incorrect, we still have no working refrigerator today 2/14/2023. Frigidaire advised us to contact A & E via telephone at ************ to schedule the appointment for the repair. The telephone number has 3 automated options, 2 which don't work. The automated system was unable to find our order number because A & E closed it. I utilized the A & E website to try and schedule the appointment (per the automated message) *********************************** selected the "schedule service" link on the main page and the website it routed me to isn't complete- the scheduling system is not available online. I reached out to a REP on the webpage via the chat now feature, they stated someone would reach out to us. We have been told this numerous times and we still haven't received a phone call from A & E for resolution. At this point, I used the contact us feature on their site and sent them an email regarding the problem and the need for the refrigerator to be repaired as it's been 45 days without an essential appliance.Their response came this morning. It stated we needed to contact ********** to schedule the appointment since we declined the repair. We never declined any repair! And ********** told us that we needed to call A & ***'m looking for assistance with this problem. We still do not have a working refrigerator.
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

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:02/14/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have a Sears Master Protection Agreement since 11/19/2003 for my electric range and have paid a significant amount of money annually for the protection. The oven stopped working on 4/29/22 and I called for a repair. They came and replaced a sensor on 5/12/22 and the oven worked. On 6/22/22 the oven once again stopped working and gave the error message E0-F3. They were not able to come to repair it for almost a month but came on 7/19/22 and the repair man said the main circuit panel needed to be replaced but it is no longer available! When he called it in he was told by his superior to just change the heat sensor again which he did. Once again the oven stopped working on 12/14/22 and they did not come to repair it until 1/10/23. The repair man said the main circuit panel needed to be replaced but the part was no longer available but he had to have them try to find the part and would return on 7/31/23, the repair mans name was **** tech ID# ******. Nothing ever happened as the part is NOT AVAILABLE! I have called Sears numerous times regarding their guarantee to replace my oven if it cannot be fixed. I called on 1/30/23 and spoke with a ******* who said an authorization for a new oven was being processed and I would hear from them within ***** hours, no reply from them. I called back on 2/2/23 and spoke with ***** who said he would elevate the request and I would hear back within 7-10days. I called back on 2/10/23 and spoke with ******** as nobody got back to me and once again was told they would elevate the request for the approval for the new oven as they were no longer looking for the part that is NLA. Every time I call I ask to speak with a manager or supervisor and they always say they will handle it. I have been without an oven for 2 months and have spent quite a bit of money having to eat out and order out due to being without my oven. My very costly agreement states if they can't fix it they will replace it!! Please help me if you can??
Business Response
Date: 03/13/2023
March 13, 20**

H363137393**8313831H Customer Relations
**********************
330 ****************., Ste. #****
*******, ** 60611

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

Dear H363137393**8313831H Customer Relations,

We have completed the investigations of Mr. ****** complaint and his dissatisfaction that the range was not H3**533373336313**737Hed in a timely manner. He also filed a complaint through the VA Attorney General offices with a file number FILE #**-010206-M1.

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 receipt of his complaint, we discovered the part needed to complete the H3**533373336313**737H was still on backordered with no estimated time of availability. We made a decision to replace the refrigerator under agreement in the amount of $899.99. We sent him and email with authorized amount and with the replacement information. He chose a replacement model and has been processed. It was scheduled to be delivered on March 11th. Since, it was our understanding the replacement range resolved his complaint we have closed our file.

Again, we apologize for any problems or frustrations that ************** may have experienced with H3**73435343**0393134H. 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: 03/14/2023

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:02/14/2023
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have a billing dispute with Sears Home Services in the amount of $812.70 for several service calls in which I did not receive the repair I was billed for. I have repeatedly attempted to contact Sears Home Services via telephone, emails and a letter. The dates of my attempts to resolve this issue with Sears Home Services are as follows:Phone calls to ************* (800-469-4663) 11/15/2022 & 11/29/2022;Emails 11/15/2022, 11/21/2022 & 12/28/2022;Letter via **** 1/9/2023.I have yet to receive a response from Sears other than an unexplained $219.75 refund which is inadequate and unreasonable. Attached are copies of the above letter and three emails to which Sears Home Services is yet to respond.
Business Response
Date: 03/16/2023
Transform SR ******* ********** LLC

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. Bens complaint regarding his dissatisfaction with the refund on the repairs of his refrigerator.

Upon receiving Mr. Bens complaint, we reached out to the service unit regarding his refrigerator repair. Since it appears that some service was not successful at first, we submitted a refund request for $102.80 processed on March 10, *****, for order ********, and then another refund for $142.20 on March 10, 2023 on order ******** and the last refund of $178.95 on March 14, 2023. In addition, he previously received a refund for $219.75 on January 13, 2023. At this time all the refunds are a total of $643.70, we would note that it can take 2-3 weeks to receive the checks 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 Mr. Bens 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: 03/21/2023

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,

***********************
Initial Complaint
Date:02/14/2023
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.
Washer broke innovation 2022 called since I have a warranty. As of Feb 11,2023 still broken they have been sending techs to my home to fix. They keep ordering parts to fix problem still not working. They say its fixed I do a load of clothes still does the same thing stops in !Middle of wash & door does not open. This happens every time tech is here I'm very angry. Jan 31, 2023 sent tech he said its fine I told him wait till I do a wash it happened again while he was here. He stated he will call his manager to get me a new replacement. I called on maybe Feb 6 they said tech said it was fixed I just can't understand what their problem is. I called again will send a tech to fix it. Then I found out the parts are no longer available due to the age of washer which I bought in 2010. They keep giving me the run around I could have bought a brand new washer. The ************ they are wasting on this its ridiculous. its now going on almost 3 months I just don't know what to do anymore. Its a hassle going back & forth to laundry mat. Anything you can do would be much appreciated.
Business Response
Date: 03/09/2023
March 9, 2023
Customer Relations
******* **********************
330 ****************, Suite #****
*******, ******** 60611

Re: ***********************
File Number 19391944

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.

With that said, we have completed our investigation of Ms. ******* complaint regarding the problems she encountered with the washer.

Upon receiving Ms. ******* complaint, we contacted the local service unit for assistance. Our records indicate that the technician completed the washer repair on February 17, 2023. The technician notated that the motor and control board were replaced and the washer tested okay. Since we have confirmed that the repair is complete, we have closed our file.

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

Sincerely,
***************************
Regulatory Complaints Specialist
******************************************************
Initial Complaint
Date:02/14/2023
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 paid for both my washing machine and dryer to be serviced. After the technician finished servicing my dryer he left. When my wife went to use the dryer it would not start. I contacted A&E within 30 minutes from the time the guy left to inform them that my dryer was not working after their technician serviced it. I was promised that the guy would come back that day. I called every three hours to check the status of when he was going to return and was promised multiple times that he would. He never came. I called the next day and was told that I had to have a new appointment and I would have to pay for them to come out. This is totally unacceptable. I should not have to pay for a repair that the technician created.
Business Response
Date: 03/15/2023
March 15, 2023

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

*******************************
       File Number 19400826

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 Mr. ******** complaint regarding the problems he encountered with the dryer.

We would like to clarify that we did not sell Mr. ******** his dryer and we are not the manufacturer or the obligor of his manufacturers warranty on his dryer. We are just the repair provider that ** contracted to provide repairs to Mr. ******** dryer 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 his warranty which in this case is **.

Upon receiving Mr. ******** complaint, we contacted the local service unit for assistance. Our record indicate that the service technician completed the repairs to the dryer on February 13, 2023. Should additional service is required for the dryer, ****************** will need to schedule a new appointment with his warranty obligor **.

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

Sincerely,
***************************
Regulatory Complaints Specialist
******************************************************
Customer Answer
Date: 03/16/2023

Complaint: 19400826

I am rejecting this response because: this was never a warranty call. My dryer has been out of warranty for a couple years. This call was for getting the dryer lint cleaned from inside the dryer and when the technician put it back together the dryer did not run. I was told a technician would come back and they never did

Sincerely,

***********************
Business Response
Date: 03/20/2023
March 20, 2023

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

*******************************
       File Number 19400826

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 Mr. ******** rebuttal to a response we previously sent.

We would like to clarify that we did not sell Mr. ******** his dryer and we are not the manufacturer or the obligor of his manufacturers warranty on his dryer. We are just the repair provider that ** contracted to provide repairs to Mr. ******** dryer 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 his warranty which in this case is **.

Upon receiving Mr. ******** complaint, we contacted the local service unit for assistance. Our records indicate that a new service order was created and a technician is scheduled to return to his home on the next available service date which is Thursday, March 30, 2023 to service the dryer. Accordingly, we have closed our file.

We appreciate the opportunity to address this matter.

Sincerely,
***************************
Regulatory Complaints Specialist
******************************************************
Customer Answer
Date: 03/20/2023

Complaint: 19400826

I am rejecting this response because: I should not have had to wait 3 weeks for the technician to come back to my house to fix the problem that the technician created. I already paid out of pocket to have a more reputable local company come and fix the connector that A&E's technician did not plug back in. Please do not come to my house. Cancel this work order. Your company is complete trash.

Sincerely,

***********************
Business Response
Date: 03/24/2023
March 24, 2023

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

*******************************
       File Number 19400826

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 Mr. ******** rebuttal to a response we previously sent.

We would like to clarify that we did not sell Mr. ******** his dryer and we are not the manufacturer or the obligor of his manufacturers warranty on his dryer. We are just the repair provider that ** contracted to provide repairs to Mr. ******** dryer 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 his warranty which in this case is **.

Upon receiving Mr. ******** complaint, we contacted the local service unit for assistance.
Our records indicate that a new service order was canceled on March 21, 2023 per his request. Accordingly, we have closed our file.

We appreciate the opportunity to address this matter.

Sincerely,
***************************
Regulatory Complaints Specialist
******************************************************

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