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

6,265 total complaints in the last 3 years.
2,219 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:02/11/2023
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 12/12/22 we had a technician from Sears Home Services to complete the following service:Washer and Dryer **************** Package $149.99 Two appliances, one great price! Keep your laundry spinning with cleaning and maintenance for your washer and dryer. We'll inspect both for proper functioning, wear and tear, excess noise, water and gas leaks, and clean internal components.All the tech did was hook up a device to the washer and showed me a code which he indicated the machine was working fine. He then wanted payment (we paid by check for $158.24). He did not do the work as advertised above.I followed up with Sears on 12/14/22, ***************) in which I explained all the work was not completed. I offered as a solution another tech to complete the work which was declined. I was told we would receive a refund check ***** days. I contacted Sears again on1/13/22 and was told it would take a full 30 days to receive the refund. I then contacted Sears on 1/26/23 and was told our request for refund was denied. I read the above Sears advertisement to the rep again advising all the promised work was not completed The rep indicated our request would be reviewed; and we would receive an email notification by 2/7/23. To date I have not received a response from Sears.
Business Response
Date: 02/23/2023
Transform SR ******* ********** LLC

February 23,2023

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

Re: # 19388510 *********************

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 completed the investigation of Mr. ******* complaint regarding the services he received from ************** and his allegation that it was incorrect.

As a courtesy,even do we provided the service to **************** we have provided a refund for the fee for services rendered. A refund in the amount of $158.24 was processed on February 23, 2023, we would note that it can take 2-3 weeks to receive the check and if he has not received it within that timeframe he is welcome to email me for assistance at ***************************************** With that said, since we did provide ****************
with his requested resolution, we have closed our file.

We apologize for any problems or frustrations that **************** 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: 02/23/2023

Complaint: 19388510

I am rejecting this response because:
I have been told previously we would be reimbursed;and, never received payment. When I followed up about this was then told reimbursement was declined. Based on past actions I would respectfully request the case be left open for verification that there was actual follow-through by the company.

Sincerely,

*********************
Business Response
Date: 03/01/2023
Transform SR ******* ********** LLC

March 1, 2023

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

Re: # 19388510 *********************

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;

A refund in the amount of $158.24 was processed on February 23, 2023, we would note that it can take 2-3 weeks to receive the check and if he has not received it within that timeframe he is welcome to email me for assistance at ***************************************** With that said, since we did provide **************** with his requested resolution, we requested to closed this file. We remain ours open until he received the refund.

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: 03/02/2023

Complaint: 19388510

I am rejecting this response because : I was told this same resolution early January 2023 only to be told a few days later it was denied. I would request this complaint be kept open until Sears actually follows through on promises made.

Sincerely,

*********************
Initial Complaint
Date:02/11/2023
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.
Sears Home Services is contracted via First American Home Warranty to repair and/or diagnose my faulty dryer. They have cancelled two separate 8-5 appointments, the day of the appointment, with zero warning. Each time I inquire why, they have a different answer (I.e. tech got sick, tech got busy, or I never confirmed). They continually reschedule the appointment for ~**** days in the future. My repair order number is ***************.
Business Response
Date: 03/08/2023
March 8, 2023
Customer Relations
******* **********************
330 ****************, Suite #****
*******,******** 60611

Re: *************************
File Number 19387966

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

We have completed the investigation of Mr. ********* complaint regarding the problems he encountered with his dryer.

We would like to clarify that we are not the manufacturer or the obligor of his manufacturers warranty on his dryer. We are just the repair provider that his warranty obligor First American Home Warranty 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 First American Home Warranty.

Upon receiving Mr. ********* complaint we contacted the local service unit for assistance. Our records indicate that repair order was closed on February 28, 2023. Accordingly, we have closed our file.
We apologize for any problems or frustrations that ******************* may have experienced. We appreciate the opportunity to address the matter.
Sincerely,
***************************
Regulatory Complaints Specialist
******************************************************
Customer Answer
Date: 03/09/2023

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.
This service was closed on the business behalf since the servicing warranty company reassigned the project.

Sincerely,

*************************
Initial Complaint
Date:02/11/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We had our 1st appt on 1/5/23 with Sears Home Services to replace the control board on our stove. Sears gives us a window of 8-5 for appointment. At 4:30 pm customer service calls to advised tech had to cancel (she said he had a personal event to attend). So, schedule the appointment for the following day 1/6/23. Technician **************** ID #******* arrived at 430pm. Looked at ************* and advised it would be $868.00 to repair (stove didn't even cost that much). Technician then stated we could purchase a rebuilt ************* for $398.97 with a warranty of 90 days. We agreed to the rebuilt CB. He advised the part would be delivered to our house within 10 days and set up appointment for 1/17/23. To date we still have no part and no working oven. **************** is terrible, not able to speak to anyone or reply to emails. I want my stove fixed ASAP or MY money back. Salesman also talked me into the warranty, of which I purchased. But after ready other reviews here on BBB I have since cancelled the warranty. Please advise how this will be rectified. PamelaB
Business Response
Date: 04/03/2023
BBB Customer Relations
**********************
******************************************* #****
*******, ** 60611

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

Dear BBB Customer Relations,

We have completed the investigation of Ms. ****** complaint regarding her dissatisfaction with her service for her Range.

It is unfortunate that we failed Ms. ****** expectations with her range repair. We value Ms. ****** patronage, but Covid19 has effected not only Sears but companies all over the world.

We apologize that the refurbished *********** that was ordered was so delayed by the parts company but understand her reluctance to continue waiting. That being said our records show that ************** was refunded all she paid excluding the none-refundable diagnostic fee for the service,$232.69 was refunded back to her **** card ending in **** on 3/21/23.

Since ************** has been refunded and the warranty was canceled before it went into effect we have closed this case.

Again, we apologize to Ms. ****** for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.

Sincerely,
********************************
Regulatory Complaint Specialist
**********************************************************
Customer Answer
Date: 04/03/2023

Complaint: 19387191

I am rejecting this response because:

Sincerely,

***********************
Initial Complaint
Date:02/10/2023
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.
Requested service for oven 10/18/22 Serviceman arrived, diagnosed problem and ordered a part Late October: GE part #WB21T10018 Sensor ASM arrived 12/06/22 Servicemen came to fix the oven and claimed that the first serviceman had misdiagnosed what was wrong with the oven and that the part that had arrived would not fix the problem. They charged more money and said they would order new parts to fix the oven later in the month. THEY TOOK THE SENSOR ASM PART WITH THEM.12/16/22 We decided that the cost of fixing the oven was not worth it and cancelled the repair. We were told that we would receive a refund of $159.62 (Authorization #*********)12/23/22 Email from Fort Parts Recovery wanting to know if we had received any parts after the cancellation.12/27/22 Email from Fort Parts Recovery stating that they had intercepted the part and we should not receive it.1/12/23 Phone call to A&E wanting to know where the refund was. Pending.1/20/23 A package arrived from Parts Return Center (packaged and shipped on 1/11/2023) with a part for our oven (OVER ONE MONTH AFTER THE REPAIR WAS CANCELLED).1/20/23 Several phone calls to A&E. **************** reps continued to update the file with our request. Refund could not happen until part returned.1/23/23 Part picked up by *** (Delivery to Parts Return Center *******, ** confirmed by ***)1/28/23 Email from Fort Part Recovery saying that the refund was denied until we return the original part that was delivered 10/25/22 (the part that was TAKEN AWAY BY ****************************************************** ID#******* - on Dec. 6,2022)Feb. 3,6, and 10 Phone calls to ******************* requesting the promised $159.62 refund for services not rendered. No luck.Total paid to A&E: $263.62 less the $104 diagnostic fee = promised refund of $159.62.
Initial Complaint
Date:02/10/2023
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.
Consumer states they have a protection plan on television and business has not responded to request for repair/replacement.
Business Response
Date: 04/17/2023
Please see the attached response.
Initial Complaint
Date:02/10/2023
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.
On January 26, 2023 I contacted Sears Home Warranty via customer website and requested service of my covered refrigerator. I received confirmation that they received my $100.00 deductible, and a technician would respond on January 27, 2023.On January 27, 2023, the technician responded and determined that several parts had to be ordered and when they arrive at my home call sears and they would be installed. On February 02, 2023, the parts arrived at my home and Sears was contacted immediately as instructed and I was given a install date of February 03 2023, between 8am and 5pm. No technician showed up or called after I was given written confirmation that installation would be accomplished on this date. I made several calls to sears customer service line and no reason was given as to why the technician failed to show, I advised the agent I have lost food and was promised that the job would be completed on this date. I asked for a supervisor and the agent laughed and said she has no idea how to even get a supervisor and she could schedule me for February 06, 2023, between the same hours and that's it.On February 06, 2023, the parts were installed, and I made inquiry in regard to being compensated for my loss via the customer service line and the agent laughed and terminated the call.I am asking $ ****** in compensation for my loss of food.
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 2015. Any request for compensation via his service warranty will need to be requested from Cinch not Sears. ****************** will need to make his request with ***** directly for any additional compensations not normally listed in his Terms and Conditions of his warranty.

If ****************** feels he has a valid dispute against the terms of this coverage, he is able to file a complaint directly against his Sears Home Warranty/Cinch by filing with the ******* BBB. Prior to doing so, Cinch does state on their BBB site:

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

With that said, 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

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:02/10/2023
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 contacted Sears Appliance Repair to have my Whirlpool refrigerator repaired. It was not defrosting properly. I scheduled an appointment with them in August of 2022. The appointment was 11 days away. When the tech showed, I paid the $155 appt fee and he broke up the ice in my bottom freezer and around the fan so that the air could flow. He said that should solve the problem. 3 wks later, the problem continues so I called again. They returned 10 days later & told me that the main board was bad. He told me its expensive to repair & said to get a new fridge. I continue to use the fridge turning it off at night & on in the day. My food was spoiling. I called Sears Direct for the part and they told me the part was $180. I purchased it (after tax $194) and it shipped to my home. I let them know that I had the part for repair. A tech came 10 days later. They waived appt fee of $155 and charged me $281 to install it. After installing the part, the fridge was not defrosting. I called them to come back. The tech told me it was the bimetal defrost thermostat. He said the main board was not needed. I told Sears to waive appt fee because this was within my 90 day warranty but they would not waive it. The repair tech just marked it as a canc appointment. I contacted another hearing &cooling company who came and installed the **************** had no issues since. I called Sears & requested a refund due to misdiagnosis. I did not ask for the parts fee but just service and labor of $281. He told me to wait 72 hrs for processing and I would receive an email. I didn't. I called back & was told it was pending. Today I called & they said my refund was declined. No explanation. I asked for a supvsr but none was available. Then told one would call me in ***** hrs. I feel like I am at least entitled to my labor cost of $281. I should have asked for part purchased to be refunded but it was already installed. I have all emails, receipts and emails sent.
Business Response
Date: 03/20/2023
Transform SR ******* ********** LLC

March 20, 2023

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

Re: # 19345491  ***************************

COVID-19 Impacts: Due to the ongoing COVID -19 pandemic, we are experiencing longer than normal response times to work with a representative. We have been impacted by the global supply chain shortage which has caused delays in processing concessions and benefits. The pandemic has also impacted repair services, availability of parts, and delivery of replacement products. We apologize for any delays and inconveniences resulting from this pandemic. We are doing our very best to provide the services as safely and quickly as possible. We appreciate your patience.

Dear BBB Customer Relations;

We have completed the investigation of ************** request to be refunded for the service fee on her refrigerator.

************** was provided a refund as a courtesy, for the service fee for services rendered on October 4, 2022. Since we were hired just to install a part. A refund in the amount of $281.00 was processed on March 18, 2023, via check. We would note that it can take 2-3 weeks to receive the check and if she has not received it within that timeframe she is welcome to email me for assistance at ***************************************** With that said, since we did provide ************** with her requested resolution, we have closed our file.

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

Sincerely,

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

Customer Answer
Date: 03/20/2023

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:02/10/2023
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.
Sears Home Services is the repair company I guess hired by Choice Warranty. It was diagnosed on January 24th on what was wrong with my dryer. Once authorized by Choice to complete the repair, the parts should have been ordered. A second repair person came to my home on February 3rd, 2023. I was expecting my dryer to be repaired. Instead, they just ordered the parts when the parts should have been ordered. Then, they scheduled my dryer to be repaired on February 11th. Then, I get a text on today that my dryer repair has been put off again until February 24th. Is Sears serious? I wouldn't do business with company. I want my dryer repaired ASAP. I am tired of them inconveniencing my family and costing us unnecessary funds. I am totally disappointed in this company. Then, I contacted ****** on the chat and to no avail I didn't get any help. They should give me funds for having to use dryer services for a large family or return my service fee of $65. They didn't do their job of satisfying the customer.
Business Response
Date: 03/29/2023
March 29, 2023

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

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

Dear BBB Customer Relations:

We have completed the investigation of Ms. ******** ********* regarding her recent customer service experience with service call repairs.

After reviewing Ms.******** ********* and our records, we contacted the service repair department to archive the history of the service repairs in question. Once completed, we were able to determine that on January 24, 2023, a service technician determine that the heating element needed to be replaced. The part was submitted for order from the manufacture. Records also show that on February 24, 2023 a second repair was completed to replace the heating element. ****************** was also advised that the dryer vent needed cleaning. Since we have confirmed that Mr. ******** appliance is in working order, we have closed our files.

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

Sincerely,

Regulatory Specialist,Regulatory Complaints
Transformco LLC
imx integrated member experience

Customer Answer
Date: 04/03/2023

Complaint: 19382879

I am rejecting this response because:
The information the company submitted is a lie. When the technician came to the house it was diagnosed and it was never repaired. The date the technician came to the house, they just ordered the part when the part shouldve been ordered the day the problem was diagnosed. Then, they canceled my appointment again causing me more costs due to taking a large household of clothes to the laundromat. The dialogue this company is providing is the untruth. I handed a hard copy complaint to the repair technician as well and nothing was done. I am due a refund due to how long it took this company to repair my dryer. If not, Ill pursue further complaints due to how this company left my family inconvenienced for well over a month.
Sincerely,

***********************
Business Response
Date: 04/14/2023
April 14, 2023

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

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

Dear BBB Customer Relations:

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

We have reviewed Ms. ******** rebuttal, and we do not find that ****************** has brought any new information to her complaint.Unfortunately, we are not always able to arrive at a resolution that would meet with a consumers complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to ****** Based off the aforementioned, we have closed our files.

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

Sincerely,
Regulatory Specialist, Regulatory Complaints
imx integrated member experience
Initial Complaint
Date:02/10/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Sears home service had me pay for the services the day they were complete. After which they sent multiple letters stating I owed them the money from the service. The company provided no means for contact to settle the issue other than an email. I emailed the address provided and included proof of payment on 1/23 and followed up on 1/30 with no response at all meaning they do not make any attempts to manage customer issues. Despite providing proof of payment from the date the services were rendered I was sent to collections on 2/7. Sears Home Services and their affiliated company Transform MIDCO/Transform HOLCO are clearing utilizing predatory and deceptive practices to double charge their customers or are operating in an extremely negligent manner. This matter needs to be cleared by them and they need to put in place proper procedures or proof that they are not engaging in a predatory scheme to double charge customers.
Business Response
Date: 03/09/2023
Transform SR ******* ********** LLC

March 9, 2023

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

Reference File # 19382463 ***************************

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 March 9, 2023. **************** should not receive any further notices as of March 9, 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
Initial Complaint
Date:02/10/2023
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 home warranty scheduled Sears to fix an appliance. The technician came out( very nice and knowledgeable) ordered parts and scheduled me for repairs when parts were set to arrive. No one showed up. I called and the guy gave me the run around and tried to sell me a home warranty. I called back 2 days later, same guy, rescheduled someone to come out 5 days later. I ask to speak with a supervisor , to which he says someone will call in 48 hours. No one called. No one showed up. I call, same guy transfers me to a woman. Who says shes sorry and scheduled me for next week( 6 days later). I ask for a supervisor. She says they dont have one. Then tells me to hold and she will find one. On hold for 22nd begore I was disconnected by them. Parts still at my house. Waiting on next technician. If they even show up next week !
Business Response
Date: 04/01/2023
April 1, 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.

After researching the service history, we found that service was completed on February 24, 2023, for the refrigerator. If ************** is dissatisfied with the service technicians findings, she may go back to open a new call as we have performed repairs to her appliance as an authorized service provider for her home warranty. We are unable to obtrude upon her warrantors actions and recommend that she contact them directly regarding the terms and conditions of her warranty agreement.

We apologize to ************** for any inconvenience she has experienced and 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

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