Complaints

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

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  Transformco

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

  
• 

  Transformco

  17550 Halsted St Homewood, IL 60430-2006

  
• 

  Transformco

  1235 Worcester St Natick, MA 01760-1512

• 

  Sears

  1040 Annapolis Mall (ANNE ARUNDEL) Annapolis, MD 21401

• 

  Transformco

  2306 N Salisbury Blvd (WICOMICO) Salisbury, MD 21801

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: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,
  
  ***************************

• 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.

  Here is a response that is for a letter to you and the Better Business Bureau as I explain to you on the phone we have had serious service since **** that was before they went out of business a couple three years ago and someone bought them the service at any rate and its still cold serious service the problem is they are not very good at responding to request for service they do not have their own employees they hire outside contractors which is fine I dont mind I havent had one of them they said here when we asked for a service recently now the problem were having with your service is the gentleman that we had here a few years ago was the one that showed up is from ****************** now he took a look at the ***** heater which is our problem and said after checking it all out and checking to see what was the problem his statement was it should be replaced now we called them due to the fact that we were getting rust coming out of the hot ***** pipe now we had had serious service prior to 19 or should be 2023 to look at the ***** heater at which time the gentleman a shark showed up here which I wanted the original seers service personnel his specialty was the dishwashers but he said he was the plumber and I said fine here is our problem were getting grit out of the ***** heater he says he says no thats not drip from the ***** heater he says that sand from your ***** district he says youre on ***** I said yes I know that but I have a whole house filter that takes the ***** from the time it comes in the house before it goes any place else and it filters out everything and it back washes every 24 hours now he argued with me and I could see I was getting nowhere so we stopped that conversation and he left we called again and thats how we ended up with honeybee now honey bee ***** took some ***** directly out of the ***** heater into a white bucket and immediately said boy you do have rust coming out of there it almost looks like powder I said yes thats what our complaint is try to draw the ***** into the tub and turned on the hot ***** and that just flooded the whole bottom with this rust color so we turn off the hot ***** and thats when we called ************* and they sent you he says well I see what the problem is lets see how much we can get out of the ***** heater so he went and got a hose and drain ***** heater out into our driveway and it had this discolor rated rust color all down the driveway to the drown driveway drain he said OK Ill notify them of the problem and it says they will be getting back to you now this was on a Friday in January on Wednesday following that Friday we hadnt heard from seers so we called them and they said oh well well get some information here is just lets see who you are and whatever he says all we see and hear that the job was completed I said no it was not completed the diagnosis was completed not the job the ***** heater needs to be replaced according to One else to come out and take a look at the at the ***** heater it might be a few days after a week we had nobody so we called again my wife spoke to a gentleman named ****** I believe it is name any rate he said oh my goodness he says thats not very good he says well get somebody out there with a nice wife ask him if it would be the same plumber he says oh yeah well get the same blood were out there and everything will be taken care of in 48 hours that never happened we called the plumber directly after he said our appointment would be booked from 8 to 12 well no one showed up so we called the plumber directly now the gym and my wife spoke to you from the seers service and giving her a number to have the plumber call when he finished looking at the ***** heater again the problem was no one showed up so I havent called the plumber directly and gave them the number lady at the office called a number called us back and said that number is no good they gave me another number and Im trying to get through that was a week ago today nothing has taken place and we areAnd were still getting rushed out of the ***** heater no I dont like it being all over my clothes I dont like it around my food I dont even like it on my body and here is the only number and the only way we can contact seers service.************** is the only # we have to contact Sears Service. We have no address for them on our Sears Home Services Master Protection Agreement.The ***** heater is covered under this agreement. Before 2023 we had a service technician out, who stated the ***** heater was fine, it was grit from our service district in our hot ***** lines. I must tell you we have a life source full house filter on the incoming ***** line and it backwashes every 24 hrs. Our next service appointment was in January of this year by *****************. He arrived and ask to see our ***** closet on the toilets, which he did, and stated they were clear no grit. He then drew ***** from the ***** heater into a white bucket which immediately collected rust colored powder in the bottom. He stated this is not good, there is a problem with the ***** heater. He then drained more wafter out of the ***** heater down the driveway, which brought out more rust colored powder in the *****. He said you need a new ***** heater, I will notify the office. This was on a Friday in January 2023. He said we would hear from Sears. Not having heard from them by the following Wednesday afternoon, we called Sears. Spoke to a gentleman who stated the computer shows the job was complete. I stated to him there was no work completed only diagnosed, he said he would get back to me. We heard nothing for over a week. My wife called and spoke to a different person who said he would get ahold of the plumber and all work would be completed in 48 hours. He gave me a number for the plumber to call when he got here. He was to come between **** the next day, he never showed up. My wife called the plumbers office and the said they had no notification of any appointment. They would call the number and then get back to her. Short time later the office girl called and stated that was a bad number and they gave her another number to call. And she was to get back to us. No call back, so we called Sears again and they gave me a number for HoneyBee field personnel. When I called that # he told me it would be $130 for HoneyBee to come back to our home. We are getting the runaround and the ***** heater is getting worse.

  

  Business Response

  Date: 03/21/2023

  
  
  
  
  
  
  March 21, 2023
  
  
  
  Better Business Bureau
  Customer Relations
  ******************************************* #****
  *******, ** *****
  
  Reference File # ******** ********************* & Pa *********
  
  
  Dear BBB Customer Relations:
  
  We have completed the investigation of Mr. ********** complaint regarding the problem he encountered with the replacement of his water heater through his protection agreement.
  
  Firstly, we apologize for any inconvenience or frustration that he may have experienced. We reviewed the service order related to the water heater and confirmed that the unit was leaking water, and is non repairable. Unfortunately, the service provider did not properly submit the replacement request to our service management team for approval, and remained in an unintended stalled status where it failed to progress and went unnoticed. When this was discovered, it was corrected so that the claim could be completed.
  
  We received confirmation that the water heater has been approved for a replacement. Since we no longer sell water heaters, ********************** will be offered a cash replacement which entitles him to a check to use towards the purchase of a new water heater and standard installation. Our benefits team will email ********************** the cash replacement offer within 1 3 business days for his review and signature. Once we receive the signed form, we will issue ********************** the check. With that being said, since our agreement with the Better Business Bureau restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarranted. If Mr. ********** issue is not resolved to his satisfaction, he can reopen it later even if the Better Business Bureau has closed it as resolved. We respectfully ask to have this matter closed at this time.
  
  We apologize for any problems or frustrations that ********************** may have experienced with Sears. We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints or problems whenever possible. If you have any further questions, you may contact me at **************.
  
  Sincerely,
  
  ***************************
  Regulatory Complaints Specialist
  
  
  
  

  Customer Answer

  Date: 03/28/2023

   
  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:02/08/2023

  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 purchase a water heater from seers in December 2016. The water heater is covered by Sears 12 years warranty. The paperwork shows that if the unit is leaking, a full replacement of the water heater will be replace. Sears technician came out yesterday and determined that unit needs to be replaced due to leakage.Now Im getting the runaround to go to speak to ******* and other departments they all kick me back to sears and sears is not honoring the warranty

  

  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 Mr. ******* complaint regarding the problem he encountered when he requested a warranty replacement water heater.
  
  Firstly, we apologize for any inconvenience or frustration that Mr. ****** may have experienced. We reviewed the service order and case notes related the water heater. According to our records, Mr. ************** water heater has a 12 year warranty, but it does not cover labor or installation. On February 2, 2023 the technician confirmed that the water heater tank was leaking. Since we no longer sell water heaters, Mr. ****** was authorized up to $1399 reimbursement towards the purchase of a comparable model. On February 21, 2023 we received the purchase receipt from Mr. ****** and we issued him a check for $1378.50. With that being said, since we have addressed the issue brought forth in Mr. ******* complaint, we have closed our file.
  
  We apologize for any problems or frustrations that Mr. ****** 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: 03/16/2023

   

  im still waiting for a reimbursement for Sears charged my credit card $121 for coming out. I was told that if its repairable, I would have to pay the service fee and if it not I wouldnt be charged. They still charge me and refused to refund it back.

   

   

   
  Complaint: 19367731
  
  I am rejecting this response because:
  
  Sincerely,
  
  ************

  

  Business Response

  Date: 03/21/2023

  
  
  
  
  
  
  March 21, 2023
  
  
  
  Better Business Bureau
  Customer Relations
  ******************************************* #****
  *******, ** *****
  
  Reference File # ******** ************
  
  
  Dear BBB Customer Relations:
  
  We have completed the investigation of Mr. ******* rebuttal to our response regarding the problem he encountered when he requested a warranty replacement water heater.
  
  We received Mr. ******* rebuttal and his request for reimbursement for the technicians service visit. Mr. ****** claims that he was told he would not be charged if the water heater was not repairable. We had the call pulled to listen to the scheduler provide Mr. ****** the options for scheduling service for the water heater. Initially, when Mr. ****** requested service he stated that the water heater was starting to leak, and he would like it repaired or replaced. Since the water heater did not have a service contract listed, the scheduler advised Mr. ****** of the two service options available. As clarification, the two options are to pay a diagnostic fee and the technician would provide him an estimate for the repair; or to enroll in the Sears Home Warranty program for 12 months and he would be charged $59.99 per month to cover up to 12 appliances. After Mr. ****** was provided these options, he informed the scheduler that the water heater should be under warranty. Mr. ****** mentioned that it has a 12 year warranty and that we have to come out to repair it.
  
  After searching for the purchase under a different phone number, the scheduler found that the water heater was purchased in 2016. The scheduler researched the model warranty information and confirmed that the tank has a 12-year warranty for parts or replacement; after the 2nd year the labor charges are not covered. Mr. ****** was informed that the technician must verify the issue and confirm any warranty coverage. Again, Mr. ****** was advised that he would be charged for the service visit. Mr. ****** continued to mention that it was under the 12 year warranty, so he shouldnt be charged. Mr. ****** specifically asked if the technician comes out and determines that it is a water leak covered by the manufacturer, then I wont be charged? The scheduler explained again that he would still be charged for the service visit. Mr. ****** mentioned that he was confused about the charges, and the scheduler repeated the options again. Mr. ****** kept trying to have the scheduler say that he did not have to pay for the service visit. Mr. ****** continued to state that the water heater IS leaking so it will be replaced, so he wants the option that he does not pay for labor. At which point, the scheduler specifically stated, labor charges will be charged in any of the cases. Eventually, Mr. ****** agreed to schedule service and said that he would pay the diagnostic fee, and then mentioned that he would have a licensed plumber install the water heater if needed. Before providing his credit card information, Mr. ****** asked if his card would be charged. He was advised that there would a $1 hold until the service day.
  
  After listening to the call, we confirmed that Mr. ****** was made aware of the charge for the technicians visit and he agreed to the charge prior to scheduling the visit. Therefore, his request for a refund is denied. With that being said, since we have addressed the issue brought forth in Mr. ******* rebuttal, we have closed our file.
  
  We apologize for any problems or frustrations that Mr. ****** 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: 03/22/2023

   
  Complaint: 19367731
  
  I am rejecting this response because:
  
  Sincerely,
  
  ************

• Initial Complaint

  Date:02/08/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 29, 2022, a repair on my ** washer was performed by a Sears Home Maintenance repairman. Upon completion of the repair, payment was rendered immediately by credit card. A receipt was sent via email and I believed there was nothing left to settle. However, a few weeks later I received a bill from Cinch Home Services informing me that I have an outstanding balance of $237.64. That amount is the same amount that was paid for the service done on my washer. Believing the bill was sent by mistake, I discarded it. A week later I received a second bill notifying me of my delinquency. I attempted to call the number on the back of the bill and email the address. I researched further and found an alternate email address and sent multiple inquiries regarding my bill and received no response. A few more bills were sent along with a call from a bill collection agency and in frustration, I explained that the bill was resolved. After the interaction with the bill collection agency, I wanted to ensure that all was settled with my negligent bill, so I contacted Sears again and spoke with a representative who provided the email of Cinch Home services. This was news to me that Cinch Home services was the company to contact, as I had futilely been corresponding with Sears for weeks. I reached out to Cinch immediately and sent them all the documentation I had previously provided to Sears including receipt, proof of payment, and credit card statements. Within minutes I received an automated response informing me that I would be contacted within 48 hours regarding my concern. However, my excitement was short-lived as the following email instructed me to email the address I had been attempting to email for last two months. Defeated and distraught, I do not know what else I can do at this point to prove that I have paid this bill. Sears/Cinch home services should be ashamed of themselves and hire competent employees who can solve problems or in the very least be able to direct customers to the correct departments to remedy problems like mine.

  

  Business Response

  Date: 03/01/2023

  Transform SR ******* ********** LLC
  
  
  
  
  March 1, 2023
  
  
  
  Customer Relations
  **********************
  330 ****************., Ste. #****
  *******,**  60611
  
  
  Reference File # 18965587  *****************
  
  
  Unfortunately, due to extraordinary circumstances surrounding COVID-19 we have seen delays in all areas of customer and technical service. We are also experiencing a shortage of staff and service techs due to furloughs, the illness or the need for isolation per state mandates and/or furloughs which is seriously affecting all aspects of business.Everyone is feeling the effects of this pandemic. Please be assured that we are doing the best we can with the available resources.
  
  Dear BBB Customer Relations;
  
   We have not completed the investigation of ************ complaint regarding the bill received for the repairs on her washer.
  First, we would like to apologize to ********** for failing her expectations.  We do not take these matters lightly and we sincerely regret any inconvenience. We had contacted our accounting department, and it looks like our automatic audit system did not find the merchant credit payment for the original charge, so it generated a bill.
  
  Sometimes that happens where the authorization process doesnt complete, and the customers account *** or *** not have the funds withdrawn and they *** or *** not be deposited to us. In this case, we determined that the funds were withdrawn from that account but were not linked to a deposit made in our account. Our accounting person was able to find the payment in an unmatched sort of limbo and match it to ours, so this bill was closed out on February 8, 2023. ********** should not receive any further notices as of February 8, 2023.  Furthermore, this letter will serve as ********** documentation that she does not owe Sears Home Services for the service call.
  We dont report our collection efforts so our billing would not have any impact on her credit history or score. With that said, since we did provide ********** with her requested resolution, we have closed our file.
  
  Again, we apologize for any problems or frustrations that ********** *** have experienced with Sears. We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints or problems whenever possible.  If you have any further questions, you *** contact me directly via email at **************************************** .   
  
  
  Sincerely, 
  *************************
  Regulatory ******************************************************* Corporation

• Initial Complaint

  Date:02/08/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 19, 2022, I attempted to order a flask on the Sears website. I received the order about a week later (around September 25, 2022) and to my surprise I was delivered a flask "skin." Unfortunately, due to my lack of experience ordering online, I accidentally ordered a flask "skin" instead of the intended flask container. I immediately contacted Sears and alerted them of the mistake. On September 27, 2022 Sears initiated a return request. On October 3, 2022 the return request was approved but Sears did not provide return documentation. I contacted them several times by phone and sent them an email correspondence on October 4, 2022 alerting them that they failed to provide me with return information. Despite contacting them several times, they never provided the return information. Ultimately they alerted me after 30 days that they will not take the return even though they were the reason I was unable to return. In addition, I refused to pay them since the item was supposed to be returned. They have threatened to report the charge to my Sears credit card to the credit bureau even though the only reason the item was not returned was because they failed to give me return information. I believe they should allow me to return the item and return the cost to my Sears credit card to bring it current.

  

  Business Response

  Date: 04/10/2023

  April 10, 2023
  
  
  BBB Customer Relations
  **********************
  *********************************************** #****
  *******, **  60611
  
  Re: ******** *************************
  
  Dear BBB Customer Relations,
  
  We have completed the investigation of **************** complaint regarding her online order experience.
  
  As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that *** be used to select only Sears items or to narrow the results returned from an item search.
  
  It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the sellers pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website.
  
  With that said, our records indicate that ************** placed an order with a Third Party Marketplace vendor, not Sears. In **************** case, the order was fulfilled by **********************. located at ************************************************************** Email:************************** and telephone number ************. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Ms. *************** we have included our disclaimer below:
  
  Third Party Advertisements and Links to Third Party Sites
  We *** display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein.
  
  Placing an Order
  Some products offered through the Sears Site *** be fulfilled by third-party sellers, such as Sears Marketplace items. Third-party/Marketplace sellers' shipping and delivery policies *** differ from those offered by Sears.When ordering a product sold by a third-party or Marketplace seller, you should check their page for details on their shipping and delivery policies. Sears is an agent of third-party/Marketplace sellers for the sole and express purpose of receiving funds as payment for their merchandise sold on the Sears Site, and transmitting those funds to the third party/Marketplace seller. You agree that Sears' receipt of funds on behalf of a Marketplace seller is tantamount to receipt of the funds directly by the Marketplace seller, even if such funds are not subsequently remitted to the Marketplace seller for any reason; when you tender payment to Sears for third-party/Marketplace merchandise, you have fulfilled your obligation to purchase such merchandise.
  
  You should contact third-party/Marketplace sellers directly via the contact information provided for any inquiries or customer service issues related to their merchandise, such as returns, or warranty issues. As payment agent, Sears will refund any money to you for returns of third-party/Marketplace merchandise via the payment method used to purchase the merchandise, after we receive notice from the third-party/Marketplace seller that you have returned merchandise to them in accordance with their return policy.
  
  Returns and Cancellations
  Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details.
  
  After researching the order,our records show that the seller uploaded the return label on October 3, 2022.However, the label was never used to return the merchandise. As a onetime courtesy exception, we issued a credit under return receipt number 093112869436.This credit will post back to the original form of payment used at the time of purchase. ************** *** keep or dispose the merchandise to her discretion. In the interim, since a refund has been processed, we 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
  TransformCo

• Initial Complaint

  Date:02/08/2023

  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.

  My refrigerator stopped working on 1/13/2023. I put a claim with my warranty company that used ******************* for the repair. Cinch withdrew payment for the service call on 1/17/2023 ($140). A technician from ******************* came to look at my refrigerator on 1/20/2023 at 4 pm. He said that parts were needed and the next available time to install said parts was 2/8/2023. No information, diagnosis, or order was relayed to me. A&E said that they would email or text the information about the repair (order number). I would be able to track my repair and schedule service on their website. After two weeks, I tried calling A&E but could not talk to a rep, just automation. Called Cinch again to have them call the third party to reschedule for later that date Never heard from anyone. 2/6/2023 Called Cinch to try and talk to a supervisor for more information or help. I had to threaten my warranty company with a BBB complaint before I was able to talk to a Supervisor. The Supervisor for ***** said she had all my info and the parts were ordered but could not tell me when they were ordered. "******" from Cinch Warranty said, "Nobody will come out to fix the refrigerator until the parts are at my house," I asked how long can I be without a frig and all she could say was that the parts have shipped and I have to wait. Also, if I move a frig it will void the warranty and the technician will not repair it. I have not received any email or confirmation from the repair company about parts or appointments. I have exhausted all my resources trying to work with them on having my frig repaired. There is no way to talk with any human about my issues for help. I need somebody to light a fire and have ******************* communicate with their customers so we know what is going on. I have been without a frig for 26 days, cannot buy one cause I will not be reimbursed, but have no idea when parts will come in. It feels like they make it hard on purpose.

  

  Business Response

  Date: 03/21/2023

  BBB Customer Relations
  **********************
  *********************************************** #****
  *******, **  60611
  
  Re:  # ******** Destray Namyniuk
  
  Dear BBB Customer Relations:
  
  We have completed the investigation of Ms. ********* complaint regarding her dissatisfaction with the service she received from *********************** on her ******* Refrigerator with a service contract held by Cinch.
  
  As clarification, the contract to service her ******* Refrigerator is not held by ***********************.  *********************** is one of several service companies contracted by Cinch to provide warranty service and any questions regarding the terms of the service contract and the application of the contract,would have to be directed to Cinch.  With that said, our records show that the last part was delivered on February 14,2023 and it was installed on February 15, 2023. All parts are ordered from the manufacture therefore delays are from in this case, *******.  
  
  We would also like to point out that our contract with Cinch requires us to follow Cinchs guidelines for repair ant requests for clarification on her coverage will need to be requested from Cinch. If ******************** is still in need of service she will need to contact Cinch. She can then request another service provider if she is not happy with services from A&E. With that said we have closed this case.
  
  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
  **********************************************************