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.
2,228 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:02/14/2023
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.
About two years ago I purchased a washer/dryer combo with the master agreement warranty. In November 2022 one of the pieces completely broke off. They sent a technician to repair but the piece needed to repair my unit is no longer made by the manufacturer. They determined that because they are not able to repair the unit I qualify for a replacement. I have been waiting over four months for my replacement. I call every week and Ive been pushed around in circles with no resolution. Today they told me their solution is starting the process from the beginning and sending another technician. I am not going to wait another four months for them to never resolve my case. This is one of the most frustrating situations I have ever been in. If they dont intend to replace broken appliances it shouldnt be a part of their warranty.
Business Response
Date: 03/13/2023

March 13, 2023

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

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

Dear BBB Customer Relations,

We have completed the investigations of Ms. ********* complaint and her dissatisfaction that the laundry center was not repaired in 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 receipt of her complaint we discovered, the part needed to complete the repair was not available from the original manufacturer and from another vendor. We made a decision to replace the laundry center under the agreement for $1300.00. 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 her 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:02/14/2023
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.
Purchase a Kenmore Elite Refrigerator from Sears in December of 2018 and in late November of 2022 it stopped working. Called Sears to come and look at it and the technician said it would costs us almost $1,500 to get it repaired. I told him we would call back if we wanted it to be fixed. I started reading the manual and the warranty and it stats that if the compressor broke with the first 5 years I would get a fee compress and that I was responsible for the labor. I called Sears and ask them to send me the part and that I was never told this by the technician when they came to my house. They kept telling me that I had to pay for the the labor and it had to be a Sears technician. I asked for them to show me in my warranty manual were it states that and they couldn't give me the compress without the labor being done by them. They couldn't it wasn't any where in writing. They only repeated themselves and were very unhelpful. I feel they printing faults information and I feel if they state they would send me a compressor for free that they should be doing what is in writing. I will worry about the labor as stated in their manual that I'm responsible to pay. It doesn't state that I'm responsible to pay a Sears technician. It never states it has to be one of their technician. Very unhappy customer who paid over $3,000.00 for a refrigerator that only worked for 3 years 11 months and Sears (Kenmore) will not do what is in their own policy that is in writing.
Business Response
Date: 03/29/2023

March 29, 2023

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

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

Dear BBB Customer Relations:

We have completed the investigation of ******************** complaint regarding the problem she encountered when she requested that we ship a warranty replacement compressor for her refrigerator.

Firstly, we apologize that ******************** refrigerator failed sooner than expected. We reviewed the warranty on the refrigerator model and confirmed that it does have a 5-year warranty on the sealed system and a 10-year warranty on the compressor. However, the labor to install the parts are not covered by the warranty, and the consumers responsibility.

****************** requested that we ship the compressor at no charge, and she would have it installed because she is concerned about the labor charges. We can ship the compressor to ****************** at no charge, but it must be installed by a certified technician due to the Freon. We would also like to note that it would void the manufacturers warranty. If ****************** decides to have a Sears technician provide the service, and finds that the refrigerator is non repairable, a Sears technician can submit for a replacement, which cannot be done by another service provider. As a good-will gesture, we will offer ****************** a 25% refund on the labor if she has the repair completed by Sears. ****************** can contact me with her decision at ****************************************** With that being said, since we have addressed the issue brought forth in ******************** complaint, we have closed our file.

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

Sincerely,

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

Customer Answer
Date: 03/31/2023

Complaint: 19400452

I am rejecting this response because: I want the compressor without having to use a certified technician from Sears or anyone they choose. The manual doesn't say the work has to be done by them. I am aware that I will lose my warranty. I have emailed ******* and left her a voice message. I haven't heard back from her. I want the compressor sent to my home as soon as possible. Thank you for all your help in helping me getting this issue resolved.

Sincerely,

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

Business Response
Date: 04/10/2023

April 10, 2023

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

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

Dear BBB Customer Relations:

We have completed the investigation of ******************** rebuttal to our response regarding the problem she encountered when she requested that we ship a warranty replacement compressor for her refrigerator.

We received ******************** rebuttal filed with your agency. We also received an email from ****************** declining our offer to schedule service through Sears. She requested that we ship the parts and stated that she would find her own service provider to install the compressor. ****************** confirmed that she is aware that this action will void the manufacturers warranty. On April 3, 2023 we ordered the compressor, valve and drier assembly to ship to ****************** at no charge; *** expected delivery by April 12, 2023. With that being said, since we have addressed the issue brought forth in ******************** rebuttal, 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
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 home warranty service through Choice Home Warranty. They assigned a business partner, Sears Repair and they were scheduled to come out on November 30, 2022 to come out to repair my ** Refrigerator. On November 30, 2022, I received a call from Sears Repair Refrig according to caller I.D., and a technician came out to service the request. Before he started, he asked for payment and instructed me to submit it via mobile device. It was done via mobile cell phone per his instructions. I paid via cell phone, it indicated Sears Home Services, Balance Due $65.00, which I paid and got a response; Sears Home Services, Payment Thank You. Your payment was successfully submitted. An email confirmation will be sent to you. It may take up to 48 hours for this transaction to appear in the payor's history. On this same date I got an email from Sears ************ stating: Thanking you for your payment of $65.00 at 11:29. The $65.00 amount was deducted from my account also. Starting in December 2022, I got letters from Sears stating that I owe the $65.00 with an automated number to contact them, with no options to speak to someone, and it gave a website to contact them which is a non working website. I had no way of informing them of their error. I reported the matter to Choice Home Warranty on three occasions and uploaded proof to them to notify Sears, since I could not. I have now been reported to a collection agency for non-payment. I sent them proof of payment. I need your help in getting this resolved. One-I would like Sears to update their records to reflect I did pay on the date of service, November 30, 2022. Two-remove any derogatory information that was reported about me paying late, since this is Sears error. Three-send me a confirmation letter or email ******************** that this is done. Four-Take the proper steps to have a number available for anyone to call to question/dispute a transaction.
Business Response
Date: 03/20/2023
Transform SR ******* ********** LLC

March 20, 2023

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

Reference File # 19400451 ***************************

Unfortunately, due to extraordinary circumstances surrounding COVID-19 we have seen delays in all areas of customer and technical service. We are also experiencing a shortage of staff and service techs due to furloughs, the illness or the need for isolation per state mandates and/or furloughs which is seriously affecting all aspects of business.Everyone is feeling the effects of this pandemic. Please be assured that we are doing the best we can with the available resources.

Dear BBB Customer Relations;

We have not completed the investigation of **************** complaint regarding the bill received for the repairs on her refrigerator.
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 18, 2023. **************** should not receive any further notices as of March 18, 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 Complaint Specialist
Sears *******s
Customer Answer
Date: 03/25/2023

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.
I would like to open a dispute and claim reimbursement regarding a service call that was not handled accordingly and repair was never performed as per my agreement. Initially, I contacted Sears home repair in August 2022 to open a repair request regarding my heating/cooling unit. When repair technicians came out it was recommended that welding be done on a rusted metal wall that supports the motor (pictures included). The part in question was beyond just welding needed. It was rusted and welding would not fix the issue as the part recommended to be welded was attached to the actual motor and unstable due to rust. The metal was thin, breaking and had corrosion. With the vibration of the motor and the metal being unstable to support such vibration the entire metal piece and motor should have been replaced. I explained this multiple times as there were many attempts at having this serviced properly. The tech advised me that I should hire someone to perform this on my own. When I had another heating and cooling company come out to look at the recommendations of the Sears technician, they were also in agreement due to the corrosion and unstableness of the metal supporting the motor that would not fix the issue.Finally, after months of trying to work with Sears and no willingness to fix the complete issue, temperatures plummeted into the low 20s and 30s. I could no longer go without heat. If you review the many attempts made to contact and request technicians come out I had to purchase a completely new unit as it was just to cold for me to be without heat.I am requesting reimbursement of my cost to purchase a new unit of $5,900 as my agreement with Sears for repair was not honored. I would request additional monies for the inconvenience of having no heat during the fall/winter months in excess of $200 additional. Please let this notice serve as my formal dispute for reimbursement.
Business Response
Date: 03/29/2023

March 29, 2023

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

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

Dear BBB Customer Relations:

We have not completed the investigation of Mr. ******** complaint regarding the problems he encountered with the repair of his HVAC system; and his request for reimbursement for the replacement unit.

We apologize for the delay in responding to this complaint. We have forwarded this matter to our HVAC service management team for review. 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 come to a decision. In the interim, should ****************** have any questions, he may contact me via email 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

Customer Answer
Date: 04/26/2023

Complaint: 19400450

I am rejecting this response because:
Hello BBB,
I am writing to you to advise there has not been any resolution into this compliant ID. The representative from Transform holdco that left her contact information in the response has not been available after repeated attempts to reach her at the phone number listed on her response ************. I am requesting this case be reopened. I would also like to have this email address updated for correspondence purposes. Please advise if we can proceed to reopen as this is not resolved. I ve tried to make repeated contact and handle directly however this organization is not responsive. Please let me know if we may proceed.

Sincerely,

*****************************
Business Response
Date: 05/03/2023

May 3, 2023

Better Business Bureau
Customer Relations
******************************************* #****
*******, ** 60611

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

Dear BBB Customer Relations:

We have completed the investigation of Mr. ******** complaint regarding the problems he encountered with the repair of his HVAC system; and his request for reimbursement for the replacement unit.

We received a response from our tech manager and he contacted ****************** to discuss his concerns and that a replacement was approved. ****************** stated that due to the delay, he had already purchased and installed a new unit. Our HVAC replacement team contacted ****************** and requested a copy of the paid invoice for review; the invoice was dated 12/30/22 for a total of $5900. The invoice was reviewed and approved on April 27, 2023.

On April 27, 2023 we offered ****************** a cash replacement which entitles him to a check for $5900. Our contract department emailed ****************** the documents for his review and signature. As of today we have not received the signed document. In order to expedite the process, ****************** can email me a copy of the signed cash replacement offer to ******************************************************. Once we receive the signed document, we will issue ****************** the check. 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. *************** 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.

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:02/14/2023
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.
Bought a kenmore **** cubic ft chest freezer from ********** ** lowes in first part of December. Unit ran for a few days, found it wasnt working just outside of lowes 48hr return policy. Had to contact *********** services for repair. Their tech has only showed up once and was a no show 4 other times at least. The freezer is brand new! Cost was approximately 900
Business Response
Date: 03/31/2023

March 31, 2023

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

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

Dear BBB Customer Relations:

We have completed the investigation of ******************** complaint regarding the problem he encountered with the repair of the Kenmore freezer.

Firstly, we apologize for any inconvenience that ****************** may have experienced. We would like to note that ****************** purchased the freezer from Lowes, and the Kenmore freezer was manufactured by Winia-USA; which is the obligor of the warranty.

We reviewed the service order and on December 21, 2022 the technician ordered a thermostat for the freezer. Unfortunately, the pandemic is still causing a delay in receiving parts. Due to the delay, ****************** attempted to repair the freezer himself, and installed a universal thermistor, but the unit was still not operational. ****************** voided the warranty when he added a *********** part, and that fact that he is not a certified technician. Therefore, the technician refused to continue with the repair. We have notified *****-USA of ******************** freezer and we received confirmation that they will contact him to discuss his warranty concern. With that being said, since Transform is not the obligor of the warranty, 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: 04/03/2023

Complaint: 19400449

I am rejecting this response because:
The repair tech stated no parts were available, after the forth no show. I was told they had to use a&e services for the repair. Also the service tech forged my signature for acceptance of the repairs.

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 the problem he encountered with the repair of the Kenmore freezer.

We received ******************** rebuttal and we do not find that he has brought any new information to his complaint. The refrigerator was purchased from Lowes and the obligor of the warranty on the freezer is Winia-USA. *************** was only contracted by Lowes/Winia-USA to service the freezer. As previously stated, ****************** took it upon himself to attempt and repair the freezer with a *********** part, which has voided the warranty. Therefore, ****************** must contact or file a complaint against Winia-USA regarding the warranty on his freezer. With that being said, with that being said, since we have addressed the issue brought forth in ******************** rebuttal, 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
Initial Complaint
Date:02/14/2023
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 protection agreement from Sears on my treadmill. The technician came 11/16/22 and said it needed a new motor. I waited over a month for the part to arrive. I have now been waiting over 2 months for a technician to replace the motor. I was told there are no technician available and they would call me back to schedule. I have never received a call back but i have documented calls to Sears repairs on 12/20, 12/21 ,12/22, 12/28, 1/3, 1/4, 1/18 1/22, 1/15, 1/26, 2/6, 2/8, 2/13 Each time I am told that they will call me within 3 days!! Never have i received a call back. I have a case #*******. They offered for me to find a technician but i can not. It is there job to replace or repair the treadmill according to the master protection agreement i have with them. They keep telling me the same thing..some one will contact me. They will find a tech in my area to fix the problem..it is now 3 months since this documented issue has been going on.
Business Response
Date: 05/10/2023
Please see the attached response.
Customer Answer
Date: 05/12/2023

Complaint: 19400448

I am rejecting this response because I am still waiting for the company to send me a check. It is now 6 months from the original start of this process.
If i receive the check i will let you know. They promised 6 weeks. from May 10, 2023.
They refused to send a tech to fix the problem. They are now paying for a replacement but the amount is no where near what it will cost to replace.
Thank you for your help.

Sincerely,

***********************
Business Response
Date: 05/24/2023
We do consider this matter closed. The document signed by ************** states that a check will be issued 21 business days after we receive the signed cash replacement document. We received ****************** document on May 12th, 2023. 21 business days thereafter would be June 5th, 2023.************* is welcome to reopen her case if the check is not received by the proposed date.
Customer Answer
Date: 05/25/2023

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:02/13/2023
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 had Sears ********************* to fix our major appliances for years (Contract in ************************ name). Technicians have previously came out same day to fix our refrigerator. On Jan 30, 2023 ******************** called in a service claim (charged$150) on our refrigerator. I believe the next day a technician came out (in his own car without parts), and could not determine what was wrong. He ordered a part which arrived on 2-6-23 but he would not come to install it until 2-10-23. However, the refrigerator did not work and he ordered another part, scheduled to arrive on Feb 22. Because one month is too long to be without a refrigerator, we tried to have service and parts expedited without success. It is virtually impossible to speak with anyone at Sears Home Warranty or their holding company, Transformco, about this issue. As a matter of fact, on 2-13-23 at 11:50 a clerk at Transformco *************) hung up on me twice when I tried to complain. Thus far we are out of (appx) $300 worth of meat and produce, plus $5 dollars per day for ice to save what we can until they decide to fix our refrigerator. This is the worst repair experience I have ever had, and as soon as this is fixed, we are cancelling coverage. We pay $70 per month and $150 for service calls. That is too much money for a company not to be efficient or establish ways of contacted them when its a problem. Previously Sears would send a technician in a Sears van with parts available for same day repairs. I don't know what's going on now, but it is clear that Transformco does not care and has an attitude about it. They are worthless. Part of our contract says they will replace the item if they cant fix it. I don't think they can fix it at this point, nor do they care.
Business Response
Date: 03/29/2023
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 2017. At this time we show there is an open service order for 3/31/2023. 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
**********************************************************
Customer Answer
Date: 03/29/2023

Complaint: 19397376

I am rejecting this response because: We have had Sears **************** contract since 2017 and have now been without a refrigerator since the last week of January 2023. There have been 6 service calls with a 7th call scheduled for 3-31-23, all pertaining to the refrigerator not properly cooling. The last technician stated that there may be some type of blockage somewhere inside the refrigerator (coil?) lines, but ordered more parts to install on 3-27-23. The last parts arrived later on 3-27-23, so repairs were rescheduled to 3-28-23. On 3-28-23 we were told that we would have to reschedule again. My initial call to TransformCo about this matter resulted in getting the phone hung up on me twice. It is too difficult to contact anyone in administration where there is a problem with warranty service. TransformCo sellls the contracts, and I believe that it is their responsibility to ensure that they are selling a quality product. At one time, Sears **************** was efficient and effective. That does not appear to be so any longer. It is time for Sears and Transformco to honor the terms of the contract: If they can't fix it, they will buy a new one. Plain and simple. Continued spoilage of food, purchase of fast food (due to no where to store cooked food), purchasing ice and ice buckets for 2 months is an unnecessary expense that we should not have been forced to incur.

Sincerely,

*****************************
Business Response
Date: 04/03/2023
BBB Customer Relations
**********************
*********************************************** #****
*******, ** 60611

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

Dear BBB Customer Relations:

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

We have reviewed both our response and **************** rebuttal, regarding service for Mr. ********* refrigerator and we do not find that she has brought any new information to her complaint.

As stated in our closure letter submitted on 3/29/2023 If ******************** has any issues with his warranty coverage he will need to address it with Cinch HomeSure directly. We provided instructions on how to proceed via Cinch HomeSures escalation process. In our original letter but will repeat it here: 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.

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

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

Sincerely,

********************************
Regulatory Complaint Specialist
**********************************************************
Initial Complaint
Date:02/13/2023
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 had an under warranty issue with my Sears refrigerator. I called sears and they sent out "************* Services" ( with the 1 Star Rating online ) to do the work. I have many issues with this company's service, but my main issue is to get my refund of $567 for "Labor" and "Taxes on Labor" I PREPAID to them. They didn't show up as scheduled, then rescheduled me for two weeks later. They had previously cancelled another appointment (waited a week that time), and I was done with them. I hired another company, who came out the same day and installed the parts delivered and paid for by me from A & E. Now, I just want a refund, and it's IMPOSSIBLE to get a human on the phone due to their automated system. I've be instructed to email my issue to them, which I have (3 times) and received no responses. I found a "****" and spoke to an individual about this issue, who just told me to email them, and then dropped me from the **** conversation. The work that was to be done was on 12/23/2022. So it's been way over a month waiting for a response from them. Thank you for any help in this ******************************* **************
Business Response
Date: 03/15/2023
Transform SR ******* ********** LLC

March 15, 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 refund on the repairs of his refrigerator.

Upon receiving Mr. ********* complaint, we reviewed the notes in our service regarding his refrigerator repair. Since it appears that the service was completed, we submitted a refund request for $352.95. Minus the parts, since he installed the parts that we sent out. The refund was processed on March 15,2023, 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 being said, since we did provide ******************** with his requested resolution, we have closed our file.

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

Sincerely,

*************************
Regulatory Complaints Specialist
Initial Complaint
Date:02/13/2023
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 ******* Dryer that was not working and contacted ******************* to come and repair it since I used them in the past. The Service was completed on November 30, 2022, and was paid for using a **** Gift Card processed by the technician. Since that time, I have received several mailed payment invoice statements for the service and tried several attempts to resolve this issue, including three online inquiries at ************************************** that were not responded to, calling ************** or **************, or mailed copies of the receipts, which were also not responded to by them. It very difficult to connect them by phone and when I did, I was either disconnected (3-4 times) or could not find a person competent to resolve this issue, thus disconnected. This Invoice has now been turned over to RMS, LCC Debt Collections. Can you help me resolve this issue.
Business Response
Date: 03/09/2023
Transform SR ******* ********** LLC

March 9, 2023

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

Reference File # 19388812 *****************************

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

Sometimes that happens where the authorization process doesnt complete, and the customers account *** or *** not have the funds withdrawn and they *** or *** not be deposited to us. In this case, we determined that the funds were withdrawn from that account but were not linked to a deposit made in our account. Our accounting person was able to find the payment in an unmatched sort of limbo and match it to ours, so this bill was closed out on February 16, 2023. ******************** should not receive any further notices as of February 16, 2023. Furthermore, this letter will serve as ******************** documentation that he does not owe Sears Home Services for the service call.
We dont report our collection efforts so our billing would not have any impact on his credit history or score. With that said, since we did provide ******************** with his requested resolution, we have closed our file.

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

Sincerely,
*************************
Regulatory ******************************************************* Corporation
Customer Answer
Date: 03/10/2023

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:02/12/2023
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 Service Order # SCCR1336231F for my clothes washer machine since January 2023. Technicians came to inspect, but they never come back to finish the job. Without the washer machine my family members have had difficult time in our living activities. It is very difficult to contact Sears Home Services or its contractor because all contact information and websites do not let customers get in touch whatsoever. Please fix the way this business performance.
Business Response
Date: 03/29/2023
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, Mr. ** has had a *** since 8/2022. Our records show that Sears was the service provider and the washer was repaired on 2/27/2023. If Mr. ** feels this issue is not taken care of or that they still have a valid dispute against the terms of their 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 Mr. ** 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
**********************************************************

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