Complaints

This profile includes complaints for Transformco's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Transformco has 2986 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Transformco

  5407 Trillium Blvd Ste B120 Hoffman Estates, IL 60192-3413

  
• 

  Transformco

  400 E. Rollins Rd. (LAKE) Round Lake, IL 60073

  
• 

  Transformco

  500 W Chrysler Dr (BOONE) Belvidere, IL 61008

  
• 

  Transformco

  5500 Trillium Blvd Bldg Ec-130a Elm (COOK) Hoffman Est, IL 60192

  
• 

  Sears

  1040 Annapolis Mall (ANNE ARUNDEL) Annapolis, MD 21401

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:02/10/2023

  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.

  I have had to call Sears home warranty 7 times in less than a month in an attempt to have them fix a covered warranty claim on my Oven appliance. They left a live wire behind my lower oven and told me not to use either the upper or lower oven. The part that malfunctioned was delivered but they claim there is a back order on two screws. The burner needs to be installed so that I can continue to use the other oven that is otherwise working. They claimed a technician would arrive on Friday 2/3/23 between 8-5. No technician arrived, nor did I receive a phone call. I called back and was told a technician would arrive 2/9 8-5. Again, they have not and they have not called. I am not sure how to get Sears to hold up their end of the service agreement that I paid for. I would like my oven fixed and if it can't be fixed due to a back ordered part, repaired to the extend that I can use the other upper oven.

  

  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.
  
  It is unfortunate that we failed ************** expectations and we can understand his frustration with the series of events noted in his complaint.After researching the service order, we confirmed that service was completed on February 17, 2023. In the interim, we have noted ************** concerns, and have closed our file.
  
  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:02/10/2023

  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.

  In 2022 I purchased a three year Master Protection Agreement for our washer and dryer through Sears Home Services. This was a continuation of the agreement I've had for the appliances since 2011. I was able to get the annual maintenance service in 2022. The annual maintenance needed to keep the protection agreement valid was due in January. I started trying to schedule that service in December. I was told there were no service provider appointments available. So continued to try scheduling through January and into February and finally was told they do not have technicians in the area. I was told I could schedule maintenance check and file to get reimbursed up to I think it was $90. That wasn't the service I purchased with the service agreement so decided to cancel my policy.When I went to cancel the policy they would only refund in the amount of one of the years left. Instead of the two left in the agreement. Basically they are pocketing as much as they are refunding me and they are the ones who broke the service agreement because they do not have service people in our area.

  

  Business Response

  Date: 03/15/2023

  
  
  
  
  
  
  March 15, 2023
  
  
  
  Better Business Bureau
  Customer Relations
  ******************************************* #****
  *******, ** *****
  
  Reference File # ******** ***************************
  
  
  Dear BBB Customer Relations:
  
  We have completed the investigation of ************** complaint regarding her dissatisfaction with the refund amount received when she cancelled the protection agreement coverage on the washer and dryer.
  
  Firstly, we would like to note that ************ held a Master Protection Agreement that states under Cancellations and Refunds, If this Agreement is cancelled by you or usAfter the first sixty (60) days of the term or after the expiration of the full manufacturers warranty for the Covered Product (whichever occurs last), excluding warranties covering component parts of the Covered Product, we will refund the purchase price allocable to the remainder of the Term of this Agreement prorated on a monthly basis, less any claims paid.
  
  According to our records, ************ renewed the 3-year protection agreement on January 14, 2022 and was charged $579.66. That same day she requested preventive maintenance checks on both the washer and the dryer. This service was completed on January 20, 2022; this paid claim was valued at $99 per unit for a total of $198.00. On December 30, 2022 ************ requested preventive maintenance checks again on both units. Unfortunately, we did not have an available tech to schedule for preventive maintenance checks in her area. As clarification, preventive maintenance checks are only performed on working appliances, and scheduling checks may be delayed due to the limited certified technicians needed for non-working appliances. ************ mentioned that she was offered reimbursement to hire a local service provider to perform the preventive maintenance checks, but she refused the offer.
  
  On February 9, 2023 ************ cancelled the protection agreement and we issued her a prorated refund, and deducted the paid claims from January 2022. Therefore, the refund amount of $188.44 is correct and was issued to her **** ending in ****. 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
  
  
  
  

• Initial Complaint

  Date:02/10/2023

  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.

  I have been trying to get my Sears Kenmore Elite refrigerator replaced by my master service plan.I have been doing this since 1-16-23I have spoken to numerous representatives and sent to different departments and still no resolution I was told on 2-2-23 that everything was in order and I would hear in 3-5 days ( its always 3-5 days)I called back today only to find out that they still had the wrong email even though Ive corrected it with them several timesToday the representative thought it was fixed but when she tried to order the new refrigerator it would not go through She found out that in fact the district manager had not signed offShe emailed them with all the info and now it will be another 3-5 daysIm sure that will stretch out againThe bottom line is this company most likely has no intention of honoring my master service plan

  

  Business Response

  Date: 05/10/2023

  Please see the attached response.

  Customer Answer

  Date: 05/15/2023

   
  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: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 purchased a warranty from Sears for our ******* Microwave on November 28th, 2022.We set up the first appointment to have our microwave fix at that time. The sears service center wound up canceling and rescheduling 4X's They let ** know each time the day of the appointment. We had to be available all day for the service person to arrive. Each time we had to take our Rhodesian Ridgeback dog to the doggie care center. The cost was $73 each time. Each time we were promised that the issue would be addressed and escalated with a promised call back or email.I have never received an email or call. Sears is breaching their contract with **. After being canceled 4X's we had to purchase another new microwave. I was told that they have only one service representative to cover Washington, ***** and ******.Sears Contract: $300Doggie ********* $72 X 4 = $288

  

  Business Response

  Date: 05/10/2023

  Please see the attached response.

• Initial Complaint

  Date:02/10/2023

  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.

  I am a senior citizen in my 90s. I purchased a warranty from Sears to cover my stove. My stove has a gas leak. They have not repaired the stove and thus I have been without a stove for several months. I can't get them to resolve this issue.

  

  Business Response

  Date: 03/15/2023

  
  
  March 14, 2023
  
  
  BBB Customer Relations
  **********************
  ******************************************* #****
  *******, **  60611
  
  
  
  Re: ***********************************
  Complaint ID: ********
  
  
  Dear BBB Customer Relations,
  
  
  We have completed the investigations of ******************** complaint and her dissatisfaction that the range 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 the service provider and how the repair is progressing. We were told that the part needed to complete the repair still on backordered with no estimated time of availability. We authorized a replacement under the agreement for $700.00. We sent her an email with the authorized amount and with the replacement information. With this 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 this 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:02/10/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Kenmore Refrigerator from Sears ********** **. Location. The first Refrigerator had to be returned because it was too big. After settling on a smaller model, the Refrigerator was delivered and installed. Upon installation, the service technician said a piece was missing. And that he would order the piece, and return to install it. Over the next year I called concerning the part and was told it was on order, and when it came in they would come install it. We made it through the summer, but when the fall started and warm weather food was prepared it was spoiling. I've made several calls about the Refrigerator. I can't afford to keep throwing food away because the Refrigerator doesn't work. It was purchased brand new. Not refurbished for over ******* and I can't afford to buy another one. I also can't afford to eat out everyday. I'm diabetic, and I need to be able to handle my nutrition, and I can't do it thus way. It was even suggested by one of the technician that I go purchased something called "shims". I explained it was still under warranty. It's not fair that for the last 4 months I can't keep milk. Please help me get a new refrigerator or the repairs.

  

  Business Response

  Date: 03/15/2023

  BBB Customer Relations
  **********************
  ******************************************* #****
  *******, **  60611
  
  
  
  Re: ******* & ***********************
  Complaint ID: ********
  
  
  Dear BBB Customer Relations,
  
  
  We have completed the investigations of **************** complaint and his dissatisfaction that the refrigerator was not repaired in a timely manner.
  
  First, we would like to apologize for any inconveniences or frustration **************** may have experienced in this matter. The satisfaction of our members and customers is our top priority. We do not take these matters lightly and we sincerely regret any difficulty he may have experienced as a result of this issue. Upon receipt of his complaint, we reached out to the service provider and how the repair is progressing. We were told that the part needed to complete the repair still on backordered with no estimated time of availability. We will consider replacing the refrigerator once we received a copy of the purchase receipt. With that being said, since our agreement with the Better Business Bureau restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarranted. If his issue is not resolved to his satisfaction, he can reopen it later even if the Better Business Bureau has closed it as resolved. We respectfully ask to have this matter closed at this time.
  
  Again, we apologize for any problems or frustrations that ************** may have experienced with Sears. We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints or problems whenever possible.  If you have any further questions, you may contact me directly via email. 
  
  
  
  
  
  Sincerely,
  
  ***********************
  Regulatory Complaints Specialist
  Email: ******************************************************************************

• Initial Complaint

  Date:02/09/2023

  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.

  We've had a Sears Master Protection Agreement for over 20 years & the Service/Repairs were always great until Transformco took over Service/Repairs. Our S/S Refrigerator quit working on 12/2/22. Contacted "Sears Repair Service" to schedule a repair & were given a date of 12/17/22. Appt was cancelled as "the technician" was unavailable. Repair rescheduled to 1/5/23 & technician came, hooked up his computer to our refrigerator & said, "it says the parts are not available." He said: I'm going to call my Supervisor & went out to his vehicle. Came back & said, "they are asking for 1 week to find *************** should call you with an update by 1/13/23." No call. Svc Order ************. Text: Repair appt 1/20/22-cancelled-no parts-rescheduled to 1/31/23-cancelled-2/3 parts delivered-rescheduled to 2/9/23. 3/3`parts delivered-cancelled=4th part not delivered?!?!? Not aware of a 4th part-no info given other than "it shows Not Available." I have known that since 1/5/23!! Have contacted "Sears Repair/Maintenace Program Services"=Transformco continuously & have been put off with "we need to escalate this, it will take 3-5/5-7 business days." *********** is asking for another 3-5 days." 2/9/23-Escalated (again)-Repair appt-2/21/23. 2/10/23=10 WEEKS! Claim# provided 2/9/23: *******. Master Protection Agreement **************. How can Transformco expect anyone to live without a Kitchen refrigerator/freezer for 3 months! During my multiple calls, I asked several times for a Supervisor/Manager only to be told there wasn't one available/they escalated-"have to wait 3-5 business days." Searched Corporate (***************, **) to speak to someone, called & asked for Management to attempt resolution, & was sent back to the same loop I've experienced this entire time. Don'tt believe reps don't have a chain of command. Called: ************-ext 3 ext. then 4. Corporate: ************. I'm done being played by Transformco. This should have been replaced/reimbursed already.

  

  Business Response

  Date: 03/20/2023

  March 20, 2023
  
  
  BBB Customer Relations
  **********************
  ******************************************* #****
  *******, **  60611
  
  
  Re: ***********************
  Re: 19379734
  
  
  Dear BBB Customer Relations,
  
  
  We have completed the investigations of Ms. ******* complaint and his dissatisfaction that the refrigerator was not repaired in a timely manner.
  
  First, we would like to apologize for any inconveniences or frustration 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 he may have experienced as a result of this issue. Our record shows the refrigerator can no longer be repaired due to manufacture defect unfortunately, it was not put in to replacement and we apologize for the oversight. We completed the replacement authorization under the agreement for $1200.00. We sent an email to **************** and provided her 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 the issue is not resolved to his 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: ******************************************************************************

  Customer Answer

  Date: 03/22/2023

   
  Complaint: 19379734
  
  I am rejecting this response because:

   

   

  Thank you for the update,

  
  

  I received an email and I am only able to respond to *********************** via email to coordinate the replacement of my refrigerator.  I have sent her a reply today, 3/21/23, accepting their recommended replacement option.  I included an inquiry to ***** to clarify and ensure that delivery, installation, and remove of old refrigerator is included per the Service Agreement.

  
  

  If possible, I would like to keep this complaint open until everything has been completely resolved and a new refrigerator is in my home.

  
  

  Thank you,

  
  

  ***** and *********************

  
  

  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/09/2023

  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.

  Am senior citizen needing help, being without a working washing machine since January 9, 2023. ****** Action Line referred me. Repairperson, ****** arrived 1/9/23. Stated he needed to order parts; he scheduled nextappointment for 1/13/23. However, on 1/13/23 no repair person showed up. Finally, after my calling again, on 1/19/23, repairman ********************* arrived. He worked on the machine but admitted he broke the washer; further, he was to order more parts. **** stated he was going to speak with manager, ****, to request a REPLACEMENT. In the meantime, **** suggested I renew my contract so I renewed and paid an additional $732+ for an additional year of protection (which he sold me). **** stated he would call me back about the status of the replacement washer that day; he did not. Sears rescheduled an appointment for 1/24/23. **** reiterated that he was going to speak with his supervisor, ****. 1/24/23 **** came again. He did NOT look at the machine; he took all the parts back that was previously sent & would check if his manager submitted request for replacement. I requested to speak with **** and his phone #. **** stated he could NOT give me his supervisor ****'s phone number nor let me speak with him. I have texted **** many days after; NO RESPONSE. I then called the Sears Master Protection Agreement number at **************. Spoke with many, many people **************** on 1/13; ****** on 1/14; ****** on 1/23, ***** on 1/27, Lyric on 2/1; **** via chat on 2/5; ****** on 2/6, ***** on 2/9); all of whom ALWAYS stated that Sears was processing the replacement issues and would respond within 3 days with my replacement data (3 days wait per persons' assurance = well over 27 days of further waiting). Over 1 month since I have been without a washer; am a senior citizen with a recent knee surgery needing working washer; the Sears repair person BROKE it, beyond repair. ****** telephone numbers: **************************** Sears Claims: #******* & *******.

  

  Business Response

  Date: 03/20/2023

  
  
  
  
  
  
  March 17, 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 the repair/replacement of her washer through the protection agreement.
  
  Firstly, we apologize for any inconvenience or frustration that ********** may have experienced. We reviewed the service orders and case notes related to the washer. During our investigation, we found that the washer was approved for a replacement. Since we no longer offer delivery in her area, ********** was offered a cash replacement which entitles her to a check to purchase the product from another retailer. On February 14, 2023 we received the signed documentation, and we issued ********** a check for $700. 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: 03/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********; the issue has been resolved.  
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:02/09/2023

  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.

  This business was contracted by ************** to fix a washing machine. The employee repairing the machine said the device was fixed but it was not. Also the drain hose was left out by the repair employee causing my house to flood. I filed claim through ******** claim services who started my claim. They did not follow through with the claim instead passing the claim off to sears. A&E factory service is a service company for sears. I dont know who is ultimately responsible because the original work was contracted out through a ********** protection plan. My house had thousands in damages that multiple companies have passed the buck on. I really need help in this situation.

  

  Business Response

  Date: 03/14/2023

   March 14, 2023
  
  Customer Relations
  ******* **********************
  *********************************************2006
  *******, ******** 60611
  
  
  Re: *************************
        File Number 19372667
  
  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 **************** complaint regarding the repairs he requires for his
  GE branded washer.
  
  We would like to clarify that we did not sell **************** his washer and we are not the manufacturer or
  the obligor of his manufacturers warranty on his washer. We are just the repair provider that GE contracted to provide repairs to **************** washer 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 GE.
  
  Regarding **************** portion of his complaint involving his allegations of damages to his floor
  that occurred while his washer was being repaired, we would note that a damage claim was opened
   up with ********, our third-party claims administrator. The Claims Examiner assigned to ****************
  claim is ******************* and he can be reached via phone at ************ and via email at ************************   **************** should reference claim number L2302225011-0001 when
   he reaches out. We are unable to influence the outcome or obtrude on the claims process beyond
  ensuring that *************** claim is being handled in a timely manner. If he has any questions regarding the disposition of his claim, he would need to direct those to his Claims Examiner. In the meantime, since
  we have provided the details to the other aspects of **************** complaint and the resolutions provided, and his damage claim is being handled through a standardized claims process that we are not a part of,
  we have closed our file. 
  
  We apologize for any problems or frustrations that **************** may have experienced with ***********************. We appreciate the opportunity to address this matter. 
  
  Sincerely,
  ***************************
  Regulatory Complaints Specialist
  ******************************************************

• Initial Complaint

  Date:02/09/2023

  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 contacted Sears Home Services Repair, I have a protection warranty. My washer is not working since the end of December 2022. January 4th 2023 (not exactly sure of date but it was either the 2nd, 3rd or 4th) a repair man came and said the motor was burned out and ordered many big parts which were sent to me by **** January 26,2023 2 repairmen came (need 2 because unit is stackable), they looked at the parts and said 1 part was broken and the rest were the wrong parts. They were here only 10 minutes. I received the new 4 parts by *** and on February 3,2023 2 repairmen came back. 1 man was the same person here on January 4, 2023, the other explained he was not a repairman, he worked in parts distribution, but he was here to help the repairman lift *****************. After 3 hours, ****, the repairman said they were the wrong parts. He installed the inside basket but inside the washer there are loose parts. He said he called his boss and they didn't know what parts to order because the parts don't match what's online. The other man said to call warranty services. I then got an email saying that I was not at home and missed my appointment on February 3, 2023. They WERE here. Warranty services told me twice a request for a new machine was submitted. Today I called back and there was no request submitted. The man I spoke to gave me a confirmation number this time. Confirmation # ******. I want the machine replaced. If another repairman comes it will be the same thing again. I have spent $120.00 so far at the laurdermat and only got $50.00 from Sears. I believe this machine is not repairable and want it replaced. They don't even know what parts to order. The customer service for ********************** that I keep calling is ***********. I don't know how a repairman can say I wasn't home when he was here for 3 hours.

  

  Business Response

  Date: 05/05/2023

  May 5, 2023
  
  
  Customer Relations
  **********************
  ********************************************************
  *******, **  60610
  
  Re:  #******** - *************************
  
  Dear BBB Customer Relations,
  
  We have not yet completed the investigation of Ms. ******* complaint regarding the repair she needs for her washer and the delay she encountered in getting it repaired under her Master Protection Agreement.
  
  Our records show that we were working on a washer for **************** that was under an MPA that is expiring July 7, 2023. Prior to this year, the last time we did any repairs to the washer was a service call in January of 2021. The most recent service call was set up January 5, 2023 and completed on March 7, 2023. Within that one service order we did go out several times, but that does not qualify the unit for replacement. When that repair was apparently not successful, a new service order was set up, but then canceled by someone in the home. We have not received any calls after this was canceled so we are not sure if that means the washer did start working properly or if **************** still requires assistance. I did send an email to **************** on May 2nd enquiring into whether she had the last repair completed and maybe our records were incorrect in showing the order was canceled, or if she still needed help. If she does still require assistance with this, she can contact me via email at *****************************************.In the interim, since we show the order was canceled and we remain willing to assist if **************** still needs this, we have closed our file.
  
  We apologize to **************** for the length of time it took to handle her concern and appreciate the opportunity to address this matter.  Please feel free to contact me at ***************************************** if you have any further questions or concerns.
  
  Sincerely,
  ***************************
  Regulatory Complaints Specialist
  *****************************************