Business Profile

Department Stores

Transformco

Headquarters

Complaints

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

Customer Complaints Summary

6,272 total complaints in the last 3 years.
2,217 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:02/08/2023
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.
We called Sears Repair Services to fix our dishwasher. On 1/9, a technician came out and diagnosed that we needed a new motherboard. We paid $665.28 for the diagnostic fee and to order the part. On 1/16 another technician came back to install and said it's all fixed. That night the same problem with the dishwasher was happening. A third technician came out the following day and said it was the soap we were using causing the issue. Charged us another $102.04 for that diagnosis. Got the recommended soap and same issue is happening. All 3 days I had to take time away from work for them to come and their windows are 9 hours each day. After many phone calls and e-mails we came to the resolution I would get an refund in 3-5 business days after e-mailing their billing department. I e-mailed them on 1/19 and got no response. I then followed up on 1/30 and 2/2 and still have gotten no response. Not only did I have to pay for all of these misdiagnosis', and take time off of work all of those times, but I still don't have a working dishwasher and am now out $767.32. I just want my money back so I can just buy a new dishwasher at this point.
Business Response
Date: 03/09/2023
Transform SR ******* ********** LLC

March 9, 2023

Customer Relations
**********************
330 ****************., Ste. #****
*******, ** 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 Ms. ****** complaint regarding her dissatisfaction with the delay on the refund for the repairs on her dishwasher.

Upon receiving Ms. ****** complaint, we reviewed the notes in our service regarding her dishwasher repair. Since it appears that the repairs were not successful, Charges were refunded to her on her credit card for the amount of $665.28 on March 7, 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. Please feel free to contact me at **************************************** if you have any further questions.

Sincerely,
*************************
Regulatory ******************************************************* Corporation
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 have a nonworking oven and needed a repair. I was sold on a ************ Warranty, but I have yet to have my oven repaired, and I learned today that Sears does not have a human being assigned to service my warranty account. I am a paidcall and have NO access to a real person, which was not communicated. The warranty was sold as a resource, but I cant even talk to anyone about my nonworking oven, or schedule a follow-up service appt, except online, where I have to agree to a new $99 charge. I did pay Sears $105.95 for a service call on Jan 3, and I am not disputing that that was earned.However, now, in addition to the warranty charges, Sears has charged me for two oven parts, and that was over a month ago, and we still dont have a working oven.Every time I try calling every week, I go through robo-buttons to get to a person to find out about my part. oJan 24 I got to a real person, who said he would escalate the missing part and send me an email confirming our call. I never got that email, and I have no update on the missing part and no working oven.oLast week, I couldnt even get past the robots to a real person.oToday, Feb 7, I almost gave up. More than once, when I press one of the options available for help with my appliance service, I get transferred to a nonworking number, that offers to sell me some great health insurance.oFinally, I got through to *****. He was going to help me, but then said he had to transfer me back to a robot, that confirmed an appt in the past! I have spent more than 2 hours/week for the past four weeks trying to get Sears to fix my oven. I have NO idea how to cancel this "warranty", but I will spend a couple more hours, figuring it out and filing my small claims court demand. Small Claims Court Demand: $470.79Dec-Jan Home Warranty Payments: 49.99*2: 99.98Parts that have not arrived/not yet installed/no updates in over 30 days: ******
Business Response
Date: 03/21/2023
BBB Customer Relations
**********************
******************************************* #****
*******, ** 60611

Re: ***************
19365444

Dear BBB Customer Relations:

We have completed the investigation of ************ complaint regarding the repair of her oven.

It is unfortunate that we failed ************ expectations on her oven repair. Our records show that ************ was refunded $264.86 of the $370.81 she paid on service order # ****/ ********. This is minus the trip fee and fuel charges for the diagnosis. We also show that Ms. ***** SHW was canceled and back dated for a full refund from Cinch the obligor.

Since we have honored Ms. ***** request to cancel and refund the warranty and service we have closed this case. She can seek service from any company she wants.

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 Complaint Specialist
********************************************************
Initial Complaint
Date:02/07/2023
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 purchased a kenmore fridge from ****** online, I also purchased the Allstate coverage. I discovered a leak dripping from my ceiling in my downstairs, upon further inspection we discovered that it was coming from the fridge, we contacted ****** concierge and were directed that since it was still covered under the 2 year manufacturer warranty that we would need to deal with Kenmore directly. ******* sent a tech out on 1/18 and he diagnosed the problem and ordered parts, the A&E tech was scheduled to come 1/27 by parts never came in. I have contacted kenmore multiple times and have been given the run around. If the parts are not available and they cannot give me an eta, they should have to replace the fridge. I have spent countless hours on this now and Kenmore should take responsibility and just replace the fridge if they cannot repair the issues since there is not parts at this time that can be tracked to show they have even shipped.
Business Response
Date: 02/27/2023
February 27, 2023

Customer Relations
******* **********************
330 ****************, Suite #****
*******, ******** 60611

Re: ***************************
       File Number 19363103

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.

With that said, we have completed our investigation of **************** complaint regarding the repairs she requires for her Kenmore refrigerator.

We would like to clarify that we did not sell ************** her refrigerator add we are not the obligor of Ms. ****** warranty on her refrigerator. We are just the repair provider that Costco/ Allstate contracted to provide repairs to Ms. ****** refrigerator 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 Costco/ Allstate.

Upon receiving her complaint, we contacted the local service unit for assistance. Our records indicate that the tech completed the refrigerator repair on February 24, 2023. The tech notated that the water valve was just replaced after being shut off for a month. The ice maker is working. Since we have confirmed with the technician the repair is complete, we have closed our file.

We apologize for any problems or frustrations that ************** may have experienced with ***********************. We appreciate the opportunity to address this issue.

Sincerely,
***************************
Regulatory Complaints Specialist
******************************************************
Initial Complaint
Date:02/07/2023
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 purchased a Sears refrigerator warranty when I purchased a refrigerator from my local Sears in ******, ********. My refrigerator broke on 5 December, 2022. I have scheduled repair on 12/13/22, 12/20/22, 12/27/22, 1/3/23, 1/10/23, 1/17/23, and 1/24/23 and to date NO ONE has shown up. I have tried numerous times to contact some kind of customer support, but it is impossible to do anything but reschedule and appointment. I also purchased a warranty for a stove from the same place, and I am sure that will be the same problem if I ever need to use it.
Business Response
Date: 03/21/2023

March 21, 2023

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

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

Dear BBB Customer Relations,

We have completed the investigations of Mr. ********* complaint and his dissatisfaction that the refrigerator was not repaired in a timely manner.

First, we would like to apologize for any inconveniences or frustration Mr. ********* may have experienced in this matter. The satisfaction of our members and customers is our top priority.We do not take these matters lightly and we sincerely regret any difficulty he may have experienced as a result of this issue. Our record shows the repair has not been completed due to inclement weather conditions. The next available service provider is 1 hour away from him. On February 21st a service provider called to set up a repair visit unfortunately, ******************** was not at home as no one answer the call as such the repair date once again rescheduled. As of today the repair is scheduled for March 28th and if the repair once again falls through he can contact me directly via email for further assistance. With that being said, since our agreement with the Better Business Bureau restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarranted. If his issue is not resolved to his satisfaction, he can reopen it later even if the Better Business Bureau has closed it as resolved. We respectfully ask to have this matter closed at this time.

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

Sincerely,

***********************
Regulatory Complaints Specialist
Email: ******************************************************************************
Customer Answer
Date: 03/26/2023

Complaint: 19342960

I am rejecting this response because:

Sincerely,

*************************
Let's not forget about the fact that the refrigerator was broken since 5 December and the technician did not show up for months. Also, please note that Sears is supposed to tell me exactly when he is coming. This is directly from the Sears service email:
What to expect next
When your technicians on the way
Well email and text to let you know your tech is on the way. Your technician might call from a number that displays as Repair Service and will arrive in either a Sears truck or *********************** truck. All our technicians wear a photo ID.
I was never informed that he was on the way. After many, many missed appointments and no communications on the day of the service stop, I did leave the house at about 3:45pm--why would I wait after so many missed appointments and no correspondence that Sears claims they would do.
Do not ignore the completely unacceptable issue that this refrigerator have been broken since 5 DECEMBER--in what world is this acceptable--is it acceptable in your house with your refrigerator.
I do not think it is taken seriously.

*************************
Business Response
Date: 03/31/2023
March 31, 2023

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

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

Dear BBB Customer Relations,

We have completed the investigations of Mr. ********* rebuttal to our response.

We received Mr. ********* rebuttal to our response and his dissatisfaction that the refrigerator repair still not completed. While we understand his frustration,we would first like to clarify that with any service oriented industry, there is always going to be the possibility that an appointment might need to be rescheduled. While there are various factors that can cause this to happen, in this case due to the inclement weather. There are notes in the system that a notification was sent to the number SMS - ************ and ******************** whenever the repair needs to be rescheduled. At this time the repair is scheduled for April 4th and if the repair once again falls through we will review and seek another resolution and he must notify me via email. With that being said, since our agreement with the Better Business Bureau restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarranted. If his issue is not resolved to his satisfaction, he can reopen it later even if the Better Business Bureau has closed it as resolved. We respectfully ask to have this matter closed at this time.

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

Sincerely,

***********************
Regulatory Complaints Specialist
Email: ******************************************************************************
Customer Answer
Date: 04/12/2023

Complaint: 19342960

I am rejecting this response because:
Thank you for looking into this matter. Unfortunately, I am not at all satisfied with the business response. In what world is this inaction acceptable. How long would you go in your house without a refrigerator? The refrigerator broke on 5 December 2022 for god sake! Aside from the fact that apparently I missed a scheduled appointment, which I waited for from 8 am unti 3:30 pm, without being contacted by the repairmanas it specifically said he would do. Let us not overlook the 10 plus times he never showed up.

So, of course, I spent money to have a local repair man fix part of the problem and install a new compressor at significant coast to myself (************* came in 2 days). I want to be reimbursed, and I still want the other issues repaired.

This business is a scam.

Attached is the bill.

Thank you,

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

Sincerely,

*************************
Business Response
Date: 04/21/2023
April 20, 2023

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

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

We have completed the investigations of Mr. ********* rebuttal to our response.

We received Mr. ********* rejection to our response regarding the refrigerator that was not repaired in a timely manner. We would first like to clarify that with any service oriented industry, there is always going to be the possibility that an appointment might need to be rescheduled. While there are various factors that can cause this to happen, the technician needed to spend a longer amount of time at one stop and was unable to complete his route. Our technicians makes an effort to complete their assigned routes,but unfortunately there are times when it may not be possible. We apologize that ******************** was not notified of a possible reschedule within a reasonable time. Regarding the service charges with another company, he must provide a proof of charges and send it to me via email at ********************************************************************************* review. Once we have a resolution I will get back to him via email we again ask to have this matter close.

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

Sincerely,

***********************
Regulatory Complaints Specialist
Email: ******************************************************************************
Customer Answer
Date: 05/04/2023

Complaint: 19342960

I am rejecting this response because: Unfortunately this complaint has not been resolved. The warranty work was never done. I had to find a local repairman to fix my refrigerator. Obviously this is unacceptable, given the cost of the extended warranty.

The only acceptable resolution at this point is a refund of some sorts from the company.

Thank you,

Sincerely,

*************************
Business Response
Date: 05/08/2023
May 8, 2023

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

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

We have completed the investigations of Mr. ********* rejection to our response.

We received Mr. ********* rebuttal to our response regarding the refrigerator that had failed under the agreement. Due to the service delay he called another company to complete the repair and was charged for the parts and labor in the amount of $1021.75. For further investigation and consideration we issued a refund in full. It should arrived within the next **** days to his home address. Since, it was our understanding the refund is the resolution he is seeking we have closed our file.

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

Sincerely,

***********************
Regulatory Complaints Specialist
Email: ******************************************************************************
Initial Complaint
Date:02/07/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered my appliances I March. They got delivered August 1st. I have had nothing but problems with the fridge. The door needs to be replaced and in Nov they ordered a door then couldn't find it. A repair man fixed it and said he had to order a new door. Now I have lost the food in my freezer 2 times and it's still not fixed. I want a new one. I shouldnt be dealing with this over a *** appliance. The sears in ********* won't help me at all. The last time I was there they where threatening to call the cops on me....the niecest customer you will ever deal with. When it was delivered the delivery guys asked me 4 times if I was sure I wanted to keep it because it had a scratch on a shelf. I said yes, I've waited this long......and now this. The door doesn't seal and the repair man told me the door is all messed up an needs replaced but they keep losing the door. I just want a new fridge.
Business Response
Date: 03/13/2023

March 13, 2023

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

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

Dear BBB Customer Relations,

We have completed the investigations of Ms. ******** complaint and her dissatisfaction that the refrigerator was not repaired in timely manner.

First, we would like to apologize for any inconveniences or frustration Ms. ******** may have experienced in this matter. The satisfaction of our members and customers is our top priority. We do not take these matters lightly and we sincerely regret any difficulty she may have experienced as a result of this issue. Upon receipt of her complaint we discovered, the refrigerator door was warped and cannot be repaired. We made a decision to replace the refrigerator under the manufacture warranty for $899.99. We provided her with the authorized amount and with the replacement information. She chose a replacement model and has been processed. Its scheduled to be delivered on March 31st. With this being said, since it was our understanding the replacement refrigerator resolved her complaint we have closed our file. Should she has any additional questions or concerns she can contact me directly via email.

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

Sincerely,

***********************
Regulatory Complaints Specialist
Email: ******************************************************************************
Customer Answer
Date: 03/15/2023

Better Business Bureau:

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

Sincerely,

***************************
Initial Complaint
Date:02/07/2023
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.
"Master Protection Agreement" Warranty for a hot water heater was purchased 06/08/22, amount paid for warranty was $124.24 for a 3 yr protection plan. An accident occurred here at the home on 08/16/22 which caused damage to house and the hot water heater. Called Sears to cancel warranty on hot water heater, however repair service insisted on sending a repairman .I informed them at the time of my call that hot water heater was being replaced as it was damaged and not up to current code. When the repairman arrived the contractor was here and he also informed him that the hot water heater would be replaced to bring it up to code. The repairman informed me that he could fix it by ordering a part. I let him know before he left that we would be getting a new hot water heater and the part would not be needed. He informed me that he had already ordered the part. I repeated what the contract said,, the **** *** would be installing a new hot water heater since the old one was not up to code. I asked the repairman, "What was I going to do with the part ?" He stated that I could just keep the part. The new hot water heater was installed a few days later I was informed that the hot water heater came with a 3 year warranty. I then called Sears ************** and informed them that I no longer needed the warranty I requested a refund again at that time. I was told that the repairman had billed Sears for repairing the hot water heater and he had already been paid. I told them no repair was made. I informed her that I still had the part he had ordered and she said would send *** to pick up the part. Three days later they did. I called again several times and have spent numerous hours on hold and being transferred from department to department once being told no money to be refunded as it was used to pay for repair. Promised supervisor call back have yet to hear from one or received a refund.
Business Response
Date: 03/17/2023

March 17, 2023

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

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

Dear BBB Customer Relations:

We have completed the investigation of ************** complaint regarding the problem she encountered when she requested to cancel the protection agreement on her water heater; and her request for a refund.

Firstly, we apologize for any inconvenience or frustration that ************** may have experienced. We reviewed the service order and case notes related to the water heater. We confirmed that the water heater was not repaired, and on November 21, 2022 our benefits department noted that the protection agreement would be cancelled once the uninstalled part was returned. According to the service order, the part was returned via *** and received on November 22, 2022. We apologize that the case was not updated that the part was received, and the case did not progress.

We reached out to our benefits department and provided the tracking information as proof that the part was returned. On March 17, 2023 our benefits department confirmed that the protection agreement on the water heater will be cancelled and we will issue ************** a prorated refund as of September 21, 2022. ************** should receive the check refund within 1 3 weeks. With that being said, since we have addressed the issue brought forth in ************** complaint, we have closed our file.

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

Sincerely,

***************************
Regulatory Complaints Specialist
Initial Complaint
Date:02/07/2023
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 bought a Kennmore dryer and the roller shot threw the drum. Its less than 6 months old. There isnt any parts and I cant get anyone on the phone to replace them. Sears came out and told me what was wrong and ordered the parts but theyre out of stock. I just want my dryer replaced or the parts.
Business Response
Date: 02/16/2023

February 16, 2023

Customer Relations
******* **********************
330 ****************, Suite #****
*******,******** 60611

Re: *********************
      File Number 19348486

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 have completed the investigation of **************** complaint regarding the problem she encountered with the dryer.

Upon receiving **************** complaint, we made contact with the local service unit for assistance. Our records indicate that due to the needed parts being on a backorder with the vendor, she was authorized to receive a replacement dryer valued at $647.99, this is in accordance with the terms of her manufacturers warranty. Per receipt number ************ a new dryer is scheduled to be delivered to ************** on February 28, 2023. Since we have confirmed that a replacement was processed and delivery is scheduled, we have closed our file.

We apologize for any problems or frustrations that ************** may have experienced and appreciate the opportunity to address this matter.

Sincerely,

***************************
Regulatory Complaints Specialist
******************************************************
Customer Answer
Date: 02/17/2023

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,

*********************
Customer Answer
Date: 04/04/2023

Complaint: 19348486

I am rejecting this response because:
They completed the first complaint, I used the replacement for less than a month and its drum cracked. They sent a technician out ordered parts and such again. They dont have the parts to fix it. Id just like my money back so I can buy a different brand and model. They keep telling me they will call in ***** hours but have yet to get a call back.

Thank you.

Sincerely,

*********************
Business Response
Date: 04/06/2023

April 6, 2023

Customer Relations
******* **********************
*******************************************************************************************

Re: *********************
      File Number 19348486

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 have completed the investigation of **************** rebuttal to a response we previously sent.

Upon receiving **************** rebuttal, we reached out to the local service unit regarding the repair.     Our records indicate that due to the parts needed to repair the dryer is on a backorder with the vendor,she was authorized to receive a replacement dryer valued at $647.99,this is in accordance with the terms of her manufacturers warranty. Due to the previously dryer was purchased in 2022 from a Hometown store and the current dryer is a replacement of that dryer, her request for a refund is not an option.   ************** would need to contact the purchasing Hometown store and discuss her options for a refund. Accordingly, we have closed our file.

We appreciate the opportunity to address this matter.

Sincerely,

***************************
Regulatory Complaints Specialist
******************************************************
Customer Answer
Date: 04/11/2023

Complaint: 19348486

I am rejecting this response because:that isnt a solution. The dryer that was replaced wasnt used 30 days and broke. The hometowns store I bought it from is closed as are all in my area. A refund is the only option at this point. I dont need another defective dryer I cant use longer than a month.

Sincerely,

*********************
Initial Complaint
Date:02/07/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased an extended protection agreement from this company for a washing machine. They attempted to fix the washer four times in a 6 week period from 12/03/22 through 01/11/23. The last two technicians said the washer was not fixable and the last technician put in a request fro a replacement on 01/11/23. Since that time I have called on January 13, 17, 18, 25, 27, and February 3. Each time I have been told to wait 3 to 5 days for the replacement process to be authorized. No replacement has occurred. I have asked to speak to a supervisor and have been told they are not available. The Protection Agreement states that replacement will occur if at least 3 attempts are made to repair and repair cannot be made. The agreement was purchased on 02/18/2022, contract #***************. I will attempt to upload a copy of the agreement. I paid $268.78 for this plan.
Initial Complaint
Date:02/07/2023
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.
Dates of transactions: 11/03/22, 11/25/2023, 12/06/2023. The total amount paid $637. On those mentioned dates technicians replaced the ice maker in e Kenmore refrigerator. On each occasion the ice maker only worked for less than a hour. I havent had a working ice maker for no more than a total of two hours since the ice maker was replaced! I have tried repeatedly to contact Sears to no avail except once , but that loophole seemingly has been closed since my repeated efforts to contact the company has failed. I would like Sears or whatever company owns it to reimburse me for the more than $300 I have paid for the faulty ice maker. I dont have my account number on hand, but the order number that was used to order a part for the refrigerator is 000817542147328.My name and account number should appear if the part number is used along with my name, my account information should appear with all of my information.
Business Response
Date: 03/06/2023
Transform SR ******* ********** LLC

March 6, 2023

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

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

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

Dear BBB Customer Relations;

We have completed the investigation of Mr. *********** complaint regarding his dissatisfaction with the refund on the part ordered for his refrigerator.

Upon receiving Mr. *********** complaint, we reviewed the notes in our service regarding his refrigerator repair. Since it appears that the part didnt work for the repairs, we submitted a refund request for $310.00. The refund was processed on March 3, 2023, we would note that it can take 2-3 weeks to receive the check and if he has not received it within that timeframe he is welcome to email me for assistance at ***************************************** With that being said, since we did provide *********************** with his requested resolution, we have closed our file.

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

Sincerely,

*************************
Regulatory Complaints Specialist
Initial Complaint
Date:02/07/2023
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 have an email from business stating $0 balance but received bills. Phoned business to ask simply what the bill was for and NO ONE can answer the one question. Then I'm sent to collections. No one is a native English speaker and can't understand my question. I'm happy to pay what I owe, but I have a right to understand ****. I wish my credit could be restored. At least I can hope for help with this. I'll pay once I understand what bill is for. It's so simple. This is shameful to do this to me.
Business Response
Date: 03/09/2023
Transform SR ******* ********** LLC

March 9, 2023

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

File # 19347196 *************************

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 been unable to complete the investigation of ****************** complaint because the correspondence you provided us with did not include her address or telephone number for the service call. Unfortunately, we are unable to access our service records without one of those data points. Therefore, since we do not have enough information to facilitate a resolution, and we are not able to contact her since she have not reponded our phone calls or emails to gather more information or discuss the matter, we will need to close this issue pending the receipt of an address or phone number for **************** service. Alternatively, **************** is also welcome to contact me directly at **************************************** with that information either by phone or email. Upon our receipt of the requested information we would be pleased to re-open his complaint and complete our investigation.

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

Sincerely,
*************************
Regulatory ******************************************************* Corporation

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