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:02/09/2023
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.
On Monday, November 28th 2022 I ordered two torque wrenches from Sears. My order number was ***********. I noticed the smaller less expensive wrench was damaged. I returned the wrench with return code 2939-3011-3581-3659-1619. As of this date I have not received the refund for the item. I contacted Sears several times. See included messages through ******** and their corporate email and received no response. Now I have to waste my time this complaint because they will not respond. I just like a refund for my whole order now.
Business Response
Date: 04/10/2023
April 10, 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 order number *********, we found no record of contact with Sears Online regarding a return of merchandise. We will need more information to investigate his return. ****************** may provide additional information via email to ***************************************** to research this further. In the interim, we have noted Mr. ******** concerns and have closed our file, pending more information.

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
TransformCo
Customer Answer
Date: 04/10/2023

Complaint: 19372111

I am rejecting this response because: I have attached to the email saying they received the retyfn.

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.
I have been paying $59.99 for Sears ************ warranty for 5+ years. My Over the Range microwave broke December 4th, 2022. Files a claim and first availble repair appintment was January 4, 2023. Sears Repair tech came and determined that "uneconomical to repair" and filed a request to replace unit. After several weeks approved and Sears offered me a "buyout for $294" or a similar replacement of another brand, installed. I choose the "similar" brand option which came with a discloure in writing that "Any MODIFICATIONS to accomodate the new unit installation would be my resposibility". Now that the like replacement has shipped Sears says they do NOT have access to anyone to install and instead will give me $75. This is unacceptable as I have paid not only a $100 deductible, also 2 months of $59.99 while waiting and the quote for installation from a local company was over $200. The $75 offer was NOT represented when I chose the replacement option and my replacement decision was 100% based on the fact that in writting it documented that the new unit would be installed. I talked to several customer service managers and offered reasonable solutions. 1. Credit me the last 2 months monthly fees that I had paid since I was without appliance for 2 months?
Business Response
Date: 04/11/2023
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, as ************ states she has had a *** for some time, therefore this complaint was forwarded 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: 04/11/2023

Complaint: 19372109

I am rejecting this response because the company is claiming they sold my agreement to another company and that I now need to submit another BBB complaint against that company with ******* BBB.
Ironically this is the EXACT same run around and lack of accountability they have provided since day 1. Not. Ine bit of their response addresses the issues I have covered in detail. Failure to provide service, failure to assign a tech and failure to replace the product have ALL not been addressed again.

Sincerely,

*************************
Business Response
Date: 04/17/2023
BBB Customer Relations
**********************
*********************************************** #****
*******, ** 60611

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

Dear BBB Customer Relations:

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

We should take a moment to clear up a few statements for ************. Never did we say that her warranty contract was sold to another company. We sell several service and appliance warranties for several different companies. Much likes the several different appliance manufactures we sell. If ************ had ever taken the time to read the terms and conditions of her warranty which was sent to her shortly after her enrollment then she would have seen that ***** has ALWAYS had her contract, they are the owners of the Sears Appliance Warranty and always have been.

That being said any services or replacement are address by Cinch HomeSure and ************ will need to contact Cinch for further assistance.

TransformCo can do nothing for ************ 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 her 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
**********************************************************
Customer Answer
Date: 04/18/2023

Complaint: 19372109

I am rejecting this response because the response is ****, Condescending and inappropriate and still not considering the consumer and the perception SEARS is trying to convey. "Had ************ taken the time to read the details....etc" ?? Are you kidding me? This is the response of your company. Attached for further support is my credit card statement, my deductible payments, my monthly bill and my service receipt. ALL of these items say SEARS, SEARS, SEARS, SEARS. Now that there was a service failure the response is "Oh you need to deal with Cinch, not SEARS" That response lacks accountability for the Partnership SEARS chose to participate in. Resolution could be easy and done. I want to be refunded my monthly payments for the past 3 months as well as the deductible charged erroneously 3 times by SEARS. It is all in the attachment. Take responsibility. No Fine print necessary to read.

Sincerely,

*************************
Initial Complaint
Date:02/09/2023
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.
Called ** about the motor on my washer. It was still under factory warranty so they set up an appointment through *******************. Tech came out and diagnosed the issue and ordered parts. Parts were delivered and he came back out to fix. One of the parts was broken so had to reorder. The first time they were supposed to come out they canceled because they said the parts were not delivered. (they were sitting on the washing machine) So we had to reschedule for them to come back out. THREE TIMES they were scheduled and canceled on me the day of. (mind you their window of time to show up is 7am - 6pm so wages are being lost as you have to take off the full day to wait for them). Today was the 4th time. I got a text at 7:25 as I was arriving at work. Turned around, drove the 30 minutes back home. I arrived home about 8:05. Never heard from them again, but received an email saying "sorry we missed you" The repairman flagged me as not home. I WAS home. The email was sent at 8:24. He never called. I was supposed to hear from a manager today and of course no communication. Time line belowJan 6 - came out to diagnose (I lost a full day of wages)Jan 13th - came out to fix - parts were in but broken (husband lost full day of wages)Jan 23rd - scheduled to repair - they canceled (daughter had to work from home)Jan 27th - scheduled to repair - they canceled Feb 3rd - scheduled to repair - they canceledToday - scheduled to repair - said I wasn't home but never called. I was home. Lost 3 hours work and fuel driving back and forth.Please note: there is a ******** page set up and called ******************* Sucks! Here is the link: *******************************************************
Business Response
Date: 03/13/2023
March 13, 2023
Customer Relations
******* **********************
******************************************* #****
*******,******** 60611

Re: ***************************
      File Number 19372108

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 Ms. ******* complaint regarding the recent repair of her ** washer.

We would like to clarify that we are not the manufacturer or the obligor of Ms. ******* manufacturers warranty on her washer. We are just the repair provider that ** contracted to provide repairs to her 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 her warranty which in this case is **.

We received Ms. ******* complaint and contacted the local service unit for assistance. Our records indicate that the service order was closed on February 21, 2023 with attempt to pick up parts. Since the order has been closed and no further service created by **, we have closed our file.
We apologize for any problems or frustrations that ******************* have experienced with *************** Services. We appreciate the opportunity to address the matter.
Sincerely,

***************************
Regulatory Complaints Specialist
******************************************************
Customer Answer
Date: 03/14/2023

Complaint: 19372108

I am rejecting this response because: I'm so done with the Covid excuse! It's bull. Also, A&E is Responsible for the poor customer service and trying to push it off on **. The parts were installed and my machine is up and running again. We installed them ourselves. The broken part that was shipped to us the first time and the one that came out of my machine are at my house They are welcome to come pick those up or provide me with a label to ship back to them. I will contact ** about the service and let them know that we installed the part ourselves.

Sincerely,

*****************************
Business Response
Date: 03/15/2023

March 15, 2023
Customer Relations
******* **********************
*********************************************2006
*******,******** 60611

Re:  ***************************
      File Number 19372108

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 Ms. ******* rebuttal to a response we previously sent.
We would like to apologize to Ms. ******* for failing her expectations. This is not Sears normal way of doing business, and we are truly sorry for any inconvenience we may have caused her.We would like to assure her that her concerns have been taken very seriously,and an investigation will take place to ensure we improve from this member experience. Sears welcomes this type of feedback from our members as it allows us an opportunity to improve performance, a policy, or a process. The Parts Team will contact **************** regarding the parts or she can contact them via email at: *************************************.
Again, we apologize to **************** and appreciate the opportunity to address this.
Sincerely,

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

Complaint: 19372108

I am rejecting this response because: A&E is who I have the issue with! NOT LG. The guarantor of the warranty has done their part. A&E has provided the crappy service resulting in us having to fix the machine ourselves (i'm sure voiding the warranty left on it).

Sincerely,

*****************************
Initial Complaint
Date:02/09/2023
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.
Terrible service. Phone calls take longer than the actual service and your service team did not get it correct the first time. Continuous rescheduling. Mentioned several times to customer service rep I would not be home until afternoon (for the second repair) and that was not taken into consideration. I also made written mention of this on the note the technician was to receive. The first technician took one second to explain I needed a new motor. That only made the issue worse, and over $500 later, I now have water pooled in the bottom of the dishwasher and it has leaked on my hardwood floors. The technician also did not take his shoes off and it was snowy, wet, dirty, and salty outside. That was also on my hardwood floor. I also left a voicemail message with the second technician explaining the situation and that I had left a note as well as notified the customer service rep that I would not be home until after 2:30pm. He was here at 1:30 and I was not. He never returned my call. I then rescheduled for the following day (today) and that was then rescheduled to the 11th! I have now gone through additional hoops in order to get the service rescheduled to tomorrow. And the initial service was also rescheudled and not of my doing, but of yours.2/8/2023John from A&E (sent by Sears) is now at my home, and he just told me that I need get a new dishwasher, as though that is an easy option for me. I am a single mother and cannot afford to "just buy a new dishwasher"...especially after paying for the initial service and motor that did not repair the problem. I am being charged for the service fee and I paid over $550.00 for a new motor including the service fee of $149. Today I am told they are required to "sell the job no matter what" and that is when I questioned why I was not told I needed a new dishwasher in the first place. He is now putting in a part and I had to basically beg him to install in order to see if it could run because that was the fix at first, upon his inspection, and then I needed a new dishwasher. I am thoroughly disappointed with the service.
Business Response
Date: 03/29/2023
Transform SR ******* ********** LLC

March 29, 2023

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

Re: # 19372107 ***************************

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 on her dishwasher.

**************** was provided a refund for services rendered on January 30, 2023 that was not successful. A refund in the amount of $416.44 was processed on March 22, 2023, She should be aware that it could take her card issuer anywhere from 1-5 business days to post that refund to her account depending on their policies governing refunds, and if she has not received it within that timeframe she is welcome to email me for assistance at ****************************************************. With that being 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
Initial Complaint
Date:02/09/2023
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.
Service Order: 40876896 - $502.47 paid in full on 12/16/2022A technician came to my home 3 separate times, The first time on 11/16 to evaluate the repair needs for my refrigerator. He ordered a part, then returned on 12/09 to install it. He did not stay to ensure the repair worked, we called that night for another appointment because the repair did not fix my refrigerator. This first repair was paid through my home warranty. The same technician returned on 12/16 to re-evaluate, and again had to order a part. On this day I did not go through my home warranty as I would have had to wait until after the first of year to get an appointment. I paid in full for the parts and labor- no receipt was able to be supplied at the time of service, I had to email the company and wait for a receipt which was not received until 01/03/2023. The technician was supposed to return on 1/7 to install the second set of parts in attempt to repair my refrigerator between 7am and 4pm, no one showed. I received a text message from an automated system after 3pm that said my repair had been rescheduled for 1/25. Again no one showed after waiting all day, this happened again on 1/26, and today 02/08. My husband is out wages for having to take off work multiple times and wait from 7am-4pm to find out at last minute it was rescheduled. We have lost food, we have spent an absurd amount of money on Ice to keep food and insulin in coolers. We still have no resolution, we are now being told that the technician cannot come out until 02/21. When I attempt to call the customer service numbers provided I am immediately disconnected, there is no options to choose it will ring once then hang up. I have utilized the Chat and they just tell me there is nothing more they can do that their schedule is full and I have to call customer service for escalation. This is the worst company I have ever done business with and would not recommend to anyone.
Business Response
Date: 05/02/2023
Please see the attached response.
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.
My ******* dishwasher is covered under a home warranty with First American Home Warranty (FAHW). In 12/23, I reported to FAHW that the dishwasher was having a drainage issue, causing it to occasionally leak; they assigned Sears Appliance Repair (SAR) as the service contractor & an appointment was scheduled for 12/7/22. On 12/7/23, their technician, "****************" (he stated this was his full name), was clearly frustrated, stating he "freaking hated these new electronic type dishwashers". He then said he wasn't able to find where the leak was coming from because he wasn't familiar with ******* dishwashers. He finally said that I should request SAR send a different technician. I contacted ***, shared what **************** recommended & requested a different technician be sent. They rescheduled for 1/25/23. On 1/25/23, **************** showed up. I again contacted SAR and they rescheduled for 2/1. Once again, **************** showed up. I contacted SAR. They rescheduled for 2/8. And once again, **************** was the tech. As this was the 3rd time he was sent, he said he would look at it again & try to figure it out. He then attempted to remove the door, but while doing so, he pulled it off entirely from the dishwasher, dropping it, pulling & ripping the wiring & breaking the circuit board of the dishwasher. Now, rather than the dishwasher not draining well, it does not turn on at all. **************** then said that he would order a new circuit board & left. We did not receive any documentation from him (not once during any of his visits). I am requesting that Sears Appliance Repair replace my dishwasher with a NEW ******* dishwasher of the same make and model, or provide me with equivalent compensation. I have attached my original receipt of when I purchased the dishwasher, showing purchase price ($696), labor cost ($125), and the name & model (******* Dishwasher ***** Controls & 3rd Rach, SS Model # DW80R7061US). I've also attached proof of SAR having been assigned as the contractor by ****.
Business Response
Date: 03/09/2023
March 9,2023
Customer Relations
******* **********************
330 ****************, Suite #****
*******,******** 60611

Re: ***************************
      File Number 19372105

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 **************** complaint regarding the problems he encountered with his dishwasher. We first like to note that, prior to filing a complaint with the Better Business Bureau, **************** filed a complaint with the *************************** regarding the same issue.

We would like to clarify that we are not the manufacturer or the obligor of his manufacturers warranty on his dishwasher. We are just the repair provider that his warranty obligor First American Home Warranty (FAHW) contracted to provide repairs to **************** dishwasher 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 (FAHW).

Upon receiving Mr. *************** we contacted the local service unit for assistance. Our records indicate that the technician completed the repairs on February 20,2023. Per the technician, the parts needed to repair the dishwasher are no longer available and the diagnostic report has been sent to the client FAHW. Since we have confirmed the repair order has been closed and the report has been provided, we have closed our file.
We apologize for any problems or frustrations that **************** may have experienced with ***********************.   We appreciate the opportunity to address the matter.
Sincerely,
***************************
Regulatory Complaints Specialist
******************************************************
Customer Answer
Date: 03/24/2023

Complaint: 19372105

I am rejecting this response because:
I was unable to find a way to reply to this via the BBB website since the referenced case is closed.

The reason for my delay in response is because we received a letter from Transform SR LLC's Third Party Claims Adjuster (******* ****************** on 3/17/23 regarding this claim, providing us with contact information so that we could discuss our claim. Letter is attached, 'IMG_1623'. Both my wife and I have attempted to contact *************************** (Liability Claims Associate), leaving multiple voicemail messages since we've received the letter, with detailed information as to how to contact us, but have not received a call back. Therefore, I am requesting to re-open this case:

Regarding the business response, it is inaccurate:

We are just the repair provider that his warranty obligor First American Home Warranty (FAHW) contracted to provide repairs to **************** dishwasher 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 (FAHW). We never claimed this to be a warranty issue; our complaint is that the technician that they sent, as the "repair provider", actually broke the dishwasher beyond repair. This same technician had been sent on 4 different occasions, even after we informed them the technician himself admitted he didn't know how to fix our "electronic ******* dishwasher" and to request a different technician be sent. The dishwasher was initially having drainage issues; their technician, during his final visit to "repair" the dishwasher, tore the door off, pulling the circuit board entirely off of the appliance making it totally inoperable.

Upon receiving Mr. *************** we contacted the local service unit for assistance. Our records indicate that the technician completed the repairs on February 20, 2023. Per the technician, the parts needed to repair the dishwasher are no longer available and the diagnostic report has been sent to the client FAHW. Since we have confirmed the repair order has been closed and the report has been provided, we have closed our file. The repairs were not completed on February 20, 2023. That is the day he TORE the door off of the appliance. It was after we filed this BBB complaint, and the complaint with the **************************** that "Per the technician, the parts needed to repair the dishwasher are no longer available and the diagnostic report has been sent to the client FAHW." This is also not factual. The dishwasher was built in June of 2020 ('IMG_1624'). Obviously these parts are still available. We contacted ******* directly, gave them the part #'s that the technician provided First American Home Warranty as needed to fix the appliance, and all 4 parts are available. I have attached the email confirmation from ******* repair department scheduling a repair visit. The estimate given over the phone to have the appliance made operable (without addressing the initial drainage issue) would have been @ $600.00

In the meantime, First American Home Warranty provided us with an option to accept an alternate dishwasher (Media model) or receive a cash payout so we could purchase a replacement dishwasher. However, their max ******* which we accepted, was for $677.08 ('IMG_1622).

We have decided to use this towards the purchase of a similar ******* dishwasher. The most comparable model through *******, which is currently on sale, will cost $1,099.01 not including tax. This includes delivery and installation, as well as reduced by my government employee discount. (IMG_1625). Our sales tax rate is 9.25%. Therefore, the difference between the cost of the replacement, and the amount that our warranty company has provided, is $523.59.

Total $1,099.01
Tax 9.25%
Tax Amt $101.66
Total Cost: $1,200.67
FAHW: $677.08
Balance: $523.59

We are respectfully requesting that Sears Home Services (aka Transform SR **** Transformco, Transform SR ********* reimburse us for this amount since their technician, the one they sent to repair our dishwasher, via their contract with our warranty obligor First American Home Warranty (FAHW) to repair such appliances, was the cause of this significant financial loss for us. There is no dispute about this fact. I actually have a video of the technician working on the appliance, using inappropriate language as he struggled with the appliance, but have not shared that due to my desire to not impact this technician's employment status.

Keep in mind that the $523.59 does not include the $85.00 service call when filing our claim with First American Home Warranty since that amount is required within our contract. However, this does not include the loss of income from missing work on the 4 occasions we remained at home for the service calls, nor does this include the increase in our water bill from having to hand wash dishes for the past few months.

I look forward to the business' response.

Sears Home Services ,Transformco or ******* ***************** can contact me at ************, via this email address ********************** or via the BBB complaint. For some reason, ******* *****************, the third party claims administrator for Sears Home Services/Transformco, has my wife's name, *********************, as the contact for this claim (see attached letter address to her attention). She has left voicemail messages for *******************************, informing him to contact me as it is difficult for her to answer calls while working, to no avail. In addition, an email address for this gentleman has never been provided.

Thank you.
*******************************
***********************************************************

Sincerely,

******************************
Business Response
Date: 03/27/2023
March 27, 2023
Customer Relations
******* **********************
******************************************* #****
*******,******** 60611

Re: ***************************
      File Number 19372105

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

Regarding his complaint involving his allegations of damages to his dishwasher that occurred while his dishwasher 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 ************ or via email at ************************************************. **************** should reference claim number L2303025018-0001 when he reaches out. We are unable to influence the outcome or obtrude on the claims process beyond ensuring that Mr. ******* 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 Mr. ******* 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 appreciate the opportunity to address the matter.
Sincerely,
***************************
Regulatory Complaints Specialist
******************************************************
Customer Answer
Date: 04/03/2023

Complaint: 19372105

I am rejecting this response because contrary to the statement highlighted below, they have not ensured that my claim is being handled in a timely manner. Upon being provided with ********************** email address via their BBB response, on 03/28/2023 I sent ****************** the attached email. To date, I have not received a response, nor even an acknoweldement of receipt, from him. I have not been contacted by anyone else at Sedgwick.
"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 ************ or via email at ************************************************. **************** should reference claim number L2303025018-0001 when he reaches out. We are unable to influence the outcome or obtrude on the claims process beyond ensuring that Mr. ******* 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"

******************************
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 started paying for Sears Home Warranty on October 5 2022. At this time, I opened a service request for a Kenmore refrigerator. This request was in the ******* department, not home warranty.October 14 2022, the refrigerator service man comes to my house to diagnose refrigerator and is unsuccessful.I am told by Sears Home Warranty ************ to wait until my warranty starts to schedule a follow up service request. I call on Nov 4 and schedule a follow up.November 23 2022, a different refrigerator service man comes and orders $1500 worth of parts.December 1 2022, service man does NOT show up to appointment.December 12 2022, the service man from Oct 14 returns with the parts and installs. I am told to wait 24hrs to see if it works. It does not work.December 28 2022, a third service man comes and is only in my house for 1 minutes as he sees the refrigerator does not work and tells me "sears will contact you by email within 48 hours with options for replacement."January 30 2023, the service man from Dec 1 come to my house again, performs checks, and AGAIN tells me that "sears home warranty will contact you by email in 48 hours with options for replacement or compensation." He noted there was an error with their reporting app.February 8 2023 at 12:30, I call ******* and home warranty and a home warranty CASE MANAGER tells me, for the FIRST time, that the refrigerator is not covered in my warranty, even though I have been scheduling follow up appointments with them. When I tell her that I was told by both departments for months that my warranty is covering my refrigerator, SHE HUNG UP THE ***** ON ME. THIS WAS A COMMON RESPONSE and is recorded.Throughout December and January, I called ******* department and home warranty department twice a week asking for updates. They say call other department.1. Sears deceived me into paying for home warranty for 4 months. 2. Sears ******* did not fulfill workmanship warranty.3. Sears is negligent.
Business Response
Date: 05/02/2023
BBB Customer Relations
**********************
******************************************* #****
*******, ** 60611

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

Dear BBB Customer Relations:

We have completed our investigation of Mr. ******* complaint regarding his refrigerator and SHW purchase.

We do sell the Sears branded Sears Home Warranty (SHW) 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.

It *** be at the time of calling in for service or by the service technician when the customer receives the estimate for **********************. The agent or service technician will offer the customer a ********************** Branded Home Warranty (SHW) to cover all appliances with the first service on the currently broken appliance receiving a discount of 50%up to $150.00 in exchange for a one-year commitment to our SHW that is billed in monthly installments.

Once the warranty goes into effect in 30 days of enrollment all appliances are covered with the understanding that all appliances (including the appliance that is/was being repaired at time of enrollment) are in good working order at the time the warranty goes into effect. All Sears cash services repairs are covered for 90 days if any issues or recalls are needed for that appliance.

No one would tell *************** to set an appointment after the warranty went into effect on an already known unrepairable appliance.

In this case, **************** purchased his SHW when he called for service on his refrigerator and the first paid call shows that our techs note indicate the following: CUSTOMER HAS TRIPPED *************** NOT SUPPLYING CONSISTENT POWER. BURN SMELL FROM *** (Miniature Circuit Breaker) COMPARTMENT (of the refrigerator). ******************* refrigerator issues are due to an inconsistent power to his home. This could have been due to a blackout or brownout or even a power surge during a storm, but not to normal wear and tear of the refrigerator. Our tech noted that there was damage to the *** of the refrigerator and since it was noted to NOT be in good working order BEFORE the warranty went into effect any service needed for Mr. ******* refrigerator would still be his responsibility. We see no justification for a refund of the first service since **************** only paid 50% of a diagnostic fee, which is the service Sears provided.

That being said we show that **************** SHW was canceled but any questions or requests for a refund of premiums would need to be address by Cinch since TransformCo does not have access to any other use that *** have been done under the warranty.

The actual SHW 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. As the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programs. Cinch Home Services, **** is not a related or owned entity of Sears ******************** Sears ******* & Company or Sears Home Services (collectively Sears); the Agreement is branded with the Sears name only.

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

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

With that said, 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: 05/03/2023

Complaint: 19372103

I am rejecting this response because:
1. I was given false information by the agent who sold me the **** They told me, on a recorded line at the time of sign up, that I would be able to call my home warranty department after the initial 30 Days to get a recall on my refrigerator for no charge if it was not fixed by the first technician. I found out later that this is false information, and a misrepresentation of the contract they gave me.
2. Your agent claims I tripped my electric breakers in my house? Where did they get that idea? NO ONE EVER LOOKED AT MY BREAKERS. This is false information reported by your technician. The burnt smell only came from the interior of the refrigerator by the circuit board after he opened the back panel of the refrigerator.
Meaning Mr. ******* refrigerator issues are due to an inconsistent power to his home. This could have been due to a blackout or brownout or even a power surge during a storm, but not to normal wear and tear of the refrigerator.
Where is the evidence for this? This is nonsense. SHW could say that about any house at any time. This conclusion is based on nothing.

3. I paid hundreds of dollar over the 5 months I did not have a refrigerator, and my health suffered as a result of this deception. I called every week and Sears/Cinch continued to reassure me so I would not cancel my SHW, but they never fixed anything. I was manipulated by anonymous customer support agents. The customer support system there is designed so that there is not way to follow up with a single agent again. This creates a 30 minute barrier of automated responses and explaining the situation every time you make a call. By making you wait and deal with this process, Sears/Cinch are making their customers pay with their time to get the support they paid for. The customer service agent is then incentivized to hang up, transfer you, or quell you with false information if the problem is too difficult for them. These customer service tactics are abuse on a class action level.
4. The customer support for ********************** Home Warranty clearly says it is available 24/7 support. This 24/7 support does not include the only department that can cancel your SHW on weekends or outside of regular business hours. That is false advertising. One of the most basic support functions of a subscription is to cancel. By not including the ability to cancel your SHW in the 24/7 support, Sears and Cinch is deceiving their customers.

Sincerely,

*******************************
Business Response
Date: 05/03/2023
BBB Customer Relations
**********************
*********************************************** #****
*******, ** 60611

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

Dear BBB Customer Relations:

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

We have reviewed both our response and Mr. ******* rebuttal, and we do not find that he has brought any new information to his complaint. While we understand that he was dissatisfied our reply to his complaint the fact remains that the only way the *** can be burned out is via a power surge. There is no need to check anywhere else since that is not what the Appliance Technician does.

Its unfortunate that we did not meet Mr. ******* expectations but he has the ability to use another appliance company for future issue if he is not happy with a businesss policies. As stated we will not be refunding any of the 50%diagnostic fee he paid for the first service since we did provide that diagnosis. If **************** does not agree with our diagnosis he can always get a second opinion and decide which company he would prefer to use.

That being said as stated in our closure letter any questions about the cancelation of the *** will need to be address with Cinch directly, TransformCo can do nothing for *************** 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 his 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:02/09/2023
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.
Part was ordered on 01/30/2023. Part is stated to be in stock. Received a text stating part would be received by 02/03/2023. Part did not materialize on promised date. Telephoned company on 02/04/2023 customer service. Was promised part would ship and would be received by Wednesday 02/08/2023. Part has still not been shipped. Telephoned numerous times on 02/08/2023 spoke with sales department, requested a supervisor be on the line. Was told by ****** that a supervisor would telephone me within an hour. 2.5 hours later I telephones the sales department again. ******* stated a supervisor would be right with me. Waited 22 minutes and call was cancelled by the call center. Telephoned back immediately and spoke with *****, who promptly disconnected our call. A return call was transferred to ***** who disconnected the call. Last call was transferred to ****, who stated that all the supervisors were busy on other calls and attempted to assist me. Stated that the part should be received no later than 02/12/2023. Company was advised that BBB would be contacted. I just want my part... I am a Soldier with PTSD and medical retired. I do not deal well with people or laundromats.
Business Response
Date: 03/13/2023
March 13, 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. Morses complaint regarding his dissatisfaction with the delay on parts ordered through Sears Parts Direct website.
Upon receipt of Mr. Morses complaint we reached out to our Parts Escalations team to assist with Mr. Morses concern. The parts team researched and found that the delivery was delayed by the manufacturer. The part order was shipped and delivered to Mr. ***** on Wednesday February 22, 2023 under tracking number 1Z63V4670347505218 at 2:55 PM. As a courtesy, we have issued a refund for $14.99 for the shipping charges back to his **** card ending on ****, on March 13,2023. If ************** has any questions,he can contact me at ****************************************************. With that being said, since we did provide Mr. ***** with his requested resolution, we have closed our file.
We apologize for any problems or frustrations that ************** has experienced with Sears. We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints. Please feel free to contact me at **************************************************** if you have any further questions.

Sincerely,

*************************
Regulatory Complaints Specialist
Initial Complaint
Date:02/09/2023
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 ordered a part on 01/19/2023. The part showed on line that it was in stock and it shows if you order in the next X** time you'll receive it in a couple of days. The money was taken from my account on 01/23/2023. I called reached out for a tracking number and was told it will be 3-4 months. I said what is online is a lie, I would like a refund. I was told a request has been submitted and to allow 1-3 business days. I have done this 4 times now and I keep getting told request for cancellation and refund will take 1-3 business days. Yet my money is still gone and still not part. No one ever even says oh I see a cancellation was requested. They are lying about the part being in stock, they are lying about when it will ship. They are stealing money and not sending parts or giving refunds.
Business Response
Date: 03/13/2023

Transform SR ******* ********** LLC

March 13, 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 delay on parts ordered through Sears Parts Direct website.
Upon receipt of Mr. *********** complaint we reached out to our Parts Escalations team to assist with Mr. ****************;concern. The parts team researched and found that the part was on back order by the order has been canceled and the refund for the order W539609 has been refunded on February 20,2023 on multiple refunds for a total of $69.73 back to his card ending on 8790.
He should be aware that it could take his card issuer anywhere from 1-5 business days to post that refund to her account depending on their policies governing refunds, and if he has not received it within that timeframe he is welcome to email me for assistance at ********************************************************* that being said, since we did provide Mr. ***************;with his requested resolution, we have closed our file.
We apologize for any problems or frustrations that Mr. Wingenbach has experienced with Sears. We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints. Please feel free to contact me at **************************************************** if you have any further questions.

Sincerely,

*************************
Regulatory Complaints Specialist
Initial Complaint
Date:02/08/2023
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 1/19/23, my Carrier Mini Split system displayed an E1 Error Code. I contacted Sears Home Services for repair. On 1/20/23, ******** from Sears came. He said th E1 was for a communication error, but he said everything looked good and he couldn't find a problem. He said he tightened one loose wire and charged me $365 for the service. He reset it and the error went away. On 1/21/23 the error (E1) came back and the system wouldn't work. I called SEARS and ******* came back that same day. Again he couldn't find the reason and he said he tried to call the Carrier Techs for assistance, but he couldn't get an answer. He reset the system again. On 1/22/21, the E1 Error displayed again and the system would not work. On 1/23/23 I called an independent contractor (A.D. ****** HVAC Repair) - they came on 1/25/23. **************** (A.D. ******) based on the model number of my Carrier system (38GVM), the E1 Error Code means "overheating" NOT COMMUNICATION. ****** diagnosed the problem and said that it just needed to be internally cleaned. Since I had given so much money to Sears to fix the problem, I called Sears on 1/24/23 to come back to fix it - they gave me an appointment for 1/27/23. On 1/27/23, I received a call from ******** (Sears) stating that he could not make it and I would need to reschedule. I asked ******** for his supervisor or a manager. I explained that I wanted a refund for the repairs that weren't done (approx. $275) and that I understand there was a $90 trip charge that I had no problem paying. I informed ******** that his diagnosis for the error Code was wrong (Per A.D. ******, codes for older models are different than the new models and they would have known if they looked up my model number). ******** would not give me a manager, but said he spoke to his manager and they would give me the refund. It has been 12 days, there has been no credit to my credit card. It is impossible to reach a live person at the listed numbers. I will pay someone else to fix it.
Business Response
Date: 03/13/2023

March 13, 2023

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

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

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 completed the investigation of Ms. Dunmores complaint regarding the charges for the parts and repairs for an oven.

Upon receiving Ms. ******** complaint, we reviewed the notes in our service regarding her oven repair. Since it appears that the repairs were canceled due to the delay on the scheduling, we submitted a refund request, Charges were refunded to her on her credit card ending on **** for the amount of $ ****** on March 11,2023. She should be aware that it could take her card issuer anywhere from 1-5 business days to post that refund to her account depending on their policies governing refunds, and if she has not received it within that timeframe she is welcome to email me for assistance at ****************************************************. With that being said,since we did provide ****************** with her requested resolution, we have closed our file.

We apologize for any issues 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 whenever possible.

Sincerely,
*************************
Regulatory ******************************************************* Corporation
************
****************************************************
Customer Answer
Date: 03/21/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

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

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