Complaints

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

close

Find a Location

Transformco has 2986 locations, listed below.

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

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Transformco

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

  
• 

  Transformco

  17550 Halsted St Homewood, IL 60430-2006

  
• 

  Transformco

  1235 Worcester St Natick, MA 01760-1512

• 

  Transformco

  2306 N Salisbury Blvd (WICOMICO) Salisbury, MD 21801

• 

  Transformco

  200 Kent Lndg (QUEEN ANNE'S) Stevensville, MD 21666

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:02/07/2023

  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.

  Here are the details:I scheduled a service call for GE Washing Machine for 12/29/2022. The technicianarrived and listened to my description of the problem and told me that the part I needed was no longer available due to the age of the machine. He then told me if I had a warranty then Sears would be obligatedto replace it at no charge. Furthermore, if I purchased said warranty,at that time, his service charge would be reducedto $49. When he was leaving I paid him a check for $99 believing he acted in good faith. I received an email receipt and saw that he had forged my signature. Then I learned he lied about the part because I ordered it (Tub Bearing) and did the repair myself. When I saw the receipt and that it was not my signature I put a hold on my check as the technician was both dishonest and lazy.Sincerely,***********

  

  Business Response

  Date: 03/24/2023

  BBB Customer Relations
  **********************
  ******************************************* #****
  *******, **  60611
  
  Re:       ***********
              19347195
  
  Dear BBB Customer Relations:
  
  We have reviewed ******************** complaint regarding the ****************** of his GE Washer.
  
  Wed like to point out that our service technician was completely correct in all info given to ******************.
  
  ******************** complaint states:
  
  Here are the details: I scheduled a service call for GE Washing Machine for 12/29/2022. 
  The technician arrived and listened to my description of the problem and told me that the part I needed was no longer available due to the age of the machine.   This is true and the Tech informed ****************** the part needed was no longer available, The Tech requested a Gear Case from GE and GE informed him the part is not available.
  He then told me if I had a warranty then Sears would be obligated to replace it at no charge. This is true information. If ****************** had a Service warranty in effect in this situation the warranty would have replaced the washer.  
  Furthermore, if I purchased said warranty, at that time, his service charge would be reduced to $49. This is also True information. If ****************** had enrolled in a SHW he could take advantage of the service discount bringing the Diagnostic fee to $49.00 instead of the normal $99.00.
  
  Therefore all the Tech told ****************** was correct and at this time since he canceled his payment of the Diagnostic fee then he has stolen services from Sears and needs to pay that charge back. This complaint has been closed.
  
  If you have any further questions, you may contact me at ***************************************************. 
  
  Sincerely,
  
  
  ********************************
  Regulatory Complaint Specialist
  **********************************************************

  Customer Answer

  Date: 03/28/2023

   
  Complaint: 19347195
  
  I am rejecting this response because: 

  *********************************** presents cherry picked facts of the situation to claim her technician was truthful throughout, which is, in fact, untrue.  From her statement she tells us that the technician,  "requested a Gear Case from GE and GE informed him the part is not available." In fact he agreed with me that it was the tub washer and said that part was obsolete.  At no point did the technician utter the words "gear case" to me to suggest this was the missing part. If this is what he told his supervisors, then he lied. The fact that I reported factual information regarding the warranty conversation, verified by *********************, verifies that my facts are accurate. Secondly, and probably most importantly, he forged my signature on his iPad all the while touting his electric lunchbox. To suggest I have stolen from Sears Services if utter nonsense. If there is criminality involved in this then the technician should be held to account for lying and forgery. I have, in fact, paid the $99 which ******************** neglects to indicate. I want my $99 back, and even if I don't, I want people to know the truth about Sears Repair Services and this technician. 

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

  

  Business Response

  Date: 04/04/2023

  BBB Customer Relations
  **********************
  *********************************************** #****
  *******, **  60611
  
  Re:  # ******** - ***********
  
  Dear BBB Customer Relations:
  
  We have completed the investigation of ******************** rebuttal.
  
  We have reviewed both our response and ******************** rebuttal,and we do not find that he has brought any new information to his complaint. We understand ******************** accusations, we do not agree with them. We will not be refunding the $99.00 service fee since all our tech told him was true. Our service tech did nothing wrong. ****************** has the right to seek service where he pleases if he is not happy with our business practices. This case remains closed.
  
  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:02/07/2023

  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.

  Hello, My washer is a Kenmore and less than a year old. It recently broke and was forwarded to sears home services. The first technician that came out stated we needed several parts and he would order them. Okay understandable. About a week and half go by and another technician came to my house to fix the washer with the new parts. This did not work. The technician stated he has to order more parts. Another two weeks go by and the parts arrive. Now the third technician comes to my house and stated they ordered the wrong parts. So at this time Im pretty furious. Another 9 days go by and the fourth technician arrived at my house and stated once again they ordered the wrong parts and my washer cannot be fixed. I am extremely disappointing with the customer service and managers that I am dealing with. I am on my fourth technician with over a month without a washer that states they cannot fix it. I was told the manager wants to keep trying with new parts and does not want to get a replacement for me. Im looking for some guidance and how to handle the matter further. So far nothing has been done and Im stuck without a broken washer for over a month and 6 kids clothes to wash. As of today, the appointments keep getting canceled. Please help. Thank you *******************************************************************************************************

  

  Business Response

  Date: 05/05/2023

  May 5, 2023
  
  
  Customer Relations
  **********************
  ********************************************************
  *******, **  60610
  
  Re:  #******** ** Silver
  
  Dear BBB Customer Relations,
  
  We have not yet completed the investigation of ****************** complaint regarding the repair she needs for her washer and the delay she encountered in getting it repaired under her manufacturers warranty.
  
  Our records show that we were working on washer for Ms.****** that was under a Kenmore warranty. That warranty has since expired but if we did not remedy the issue while under warranty, we are committed to still completing any repairs needed. What we are confused about is that after having her repair open from when it was set up December 13, 2022, and our technicians making several visits to her home to replace parts, sometimes more than once and still not managing to repair the ongoing issue, the service order shows it was canceled by Ms. ******* Once an order is canceled, no further progression is made towards anything. We cannot repair when it is closed and it does not progress to anyone to be reviewed for replacement when we do not show that was authorized and there are no further updates that would get the washer authorized for a replacement.
  
  The other part is that we do not have the purchase documents to support the warranty claim and determine who might be responsible for replacing even if it is authorized for a replacement. From notes we found from our ************ dating from the end of February, it looks like the purchase may have been through one of the retailers we sell Kenmore branded items through. Their case notes indicate some sort of approval for a replacement under the warranty. So since we have not heard from her since the order was canceled, we think there is a possibility she received a replacement. We do not have any visibility into their handling, and we act only as a service provider for any repairs that are needed. I did send an email to Ms. ****** on May 2nd enquiring into whether she had the last repair completed and maybe our records were incorrect in showing the order was canceled, or if she still needed help.If she does still require assistance with this, she can contact me via email at ******************************************In the interim, since we show the order was canceled and we remain willing to assist if Ms. ****** did not receive a replacement, we have closed our file.
  
  We apologize to Ms. ****** for the length of time it took to handle her concern and appreciate the opportunity to address this matter.  Please feel free to contact me at ***************************************** if you have any further questions or concerns.
  
  Sincerely,
  ***************************
  Regulatory Complaints Specialist
  *****************************************

• 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 received an invoice of $106.13 for a service that I requested online on 11/8/2022, which was not completed by Sears technicians:On 11/9/2022 ****** came in and I told him our ******* oven has a bad ignitor that needs to be replaced. He ordered the part and said he rescheduled service for 11/15/2022 to come back. Part arrived 2 days later and I texted back that the part had arrived. On 11/15/2022 I received a text that service has been rescheduled for 11/16/2022 on 11/16/2022 I received another text that service has been rescheduled for 11/25/2022. On 11/23/2022 I received a text confirming the service date as 11/25/2022 and I replied "1" to confirm the date.On 11/25 I got another text reconfirming the service for 11/25/2022on 11/25/2022 I got a text at 8:29am confirming the service for the same day. Right after that I received another text that Technician is on his way, and shortly after that I got another text that service has been rescheduled for 12/2/2022, I called the call center and told them what happened and they rescheduled it for 11/25/2022.Sears technician arrived after 5:00 pm on 11/25/2022 and I gave him the part, but he said he couldn't replace the part because he couldn't unscrew one of the screws. he had stripped the s**** He took the part and left.Next day I ordered the part myself and purchased a stripped s**** extractor and replaced the part.They sent me an invoice of $106.13 for the job they have not completed. I emailed them above time line of service and chatted online with one of their customer service Reps(******), who said he will escalate this and would make sure it is taken care of. *** I have received a collection letter from their debt collector for the same service which has not been completed by them. They should wave the service charge.Service order# ************

  

  Business Response

  Date: 03/02/2023

  March 2, 2023
  
  
  Customer Relations
  **********************
  330 ****************., Ste. #****
  *******,**  60611
  
  
  Reference File # 19347191- *****************************
  
  
  Dear BBB Customer Relations;
  
  
  While we attempt to provide appointments that are convenient for our customers and expedite the time frame when we can, it is not always possible. COVID-19 has effected not only Sears but companies all over the world. Due to the current situation we have seen delays in appliance parts and service. We are also experiencing a shortage of service technicians due to the pandemic and the need for isolation per state mandates which is seriously effecting service times. Wait times for services at this time is approximately 2-3 weeks, across the industry, not just Sears. Everyone is feeling the effects of this pandemic.
  
  We have completed the investigation of Ms. *********** complaint regarding his dissatisfaction with the trip charges to inspect her range.
  
  As clarification, when we schedule service, whether over the phone or online, we inform our customers that for a $106.13.00 diagnostic/trip fee,. We will travel to their home and provide them with an estimate to repair their appliance. We make it clear that if the estimate is accepted then the estimate is the only amount due, and if it is declined, then we will at least collect our non-refundable $106.13 trip/diagnostic fee, This helps cover our expenses to travel to the consumers home and provide this service. Once we are in the home,we can assess what is or is not covered under warranty. We do not give quotes for repair over the phone. There are too many variables and it leads to incorrect expectations being set. In Ms. *********** case, the oven igniter was the problem.
  
  The fact remains that we advised ************************ in advance of the cost of the trip charges,we would contend that the appropriate time for a consumer to question a fee, or gather estimates from other service providers, would be before they agree to our estimate and commit to paying the designated charges.
   We do not find ************************ charges was fraudulent to any improper conduct. The charges are valid. With that been said, 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 at **************************************** .   
  
  
  Sincerely, 
  *************************
  Regulatory ******************************************************* Corporation

• Initial Complaint

  Date:02/07/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  January 18 2023 I called this business and was told by the receptionist that they did do dryer vent cleaning twice(2)times, which is is why I called her/them. It also says on the website that they do vent cleaning. I had to pay with a credit card. $129.00. As soon as he got here I told him what the problem was, he immediately said I dont do that. I replied that it was deceptive retail practice. He insisted I sign the phone receipt, I refused. He left and when he got back to his place of work, sent a receipt, which I have, and I saw that he signed my name illegally with a scribble and said on the receipt I should clean my vent. I did not accept the receipt and he did NOTHING to clean my vent outside. I/we should not be charged.

  

  Business Response

  Date: 03/16/2023

  
  
  
  
  
  
  March 16, 2023
  
  
  
  Better Business Bureau
  Customer Relations
  330 *****************************************************************************
  
  Reference File # ******** ***********************
  
  
  Dear BBB Customer Relations:
  
  We have completed the investigation of ****************** complaint regarding the charges she incurred for the in-home service visit for the dryer; and her request for a refund.
  
  Firstly, we apologize for any inconvenience or frustration that **************** may have experienced. We had the call pulled to listen for the service requested by ****************, and the service order scheduled. We found that **************** mentioned that she was given this number by a young man to call to have the vent on the dryer cleaned. Unfortunately, **************** called our repair customer service which schedules service appointment; no duct cleaning. An appointment was made to (internally) clean the dryer from lint build-up. However, we did confirm that during the scheduling process, **************** mentioned specifically that she needed the vent connected to dryer needed to cleaned out. She also mentioned that her husband was unable to perform the duct cleaning and stated that the dryer had a D90 error code. Since **************** mentioned an error code, we apologize if there was still a misunderstanding on the type of service requested. Regrettably, the technician was scheduled to clean the dryer; our technicians only service or clean appliances, not parts connected to it such as the duct vent.
  
  Due to the misunderstanding, we have issued **************** a full refund. The credit should post to her account within 3 5 business days. With that being said, since we have addressed the issue brought forth in ****************** complaint, we have closed our case.
  
  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: 03/17/2023

   
  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,
  
  ***********************

• Initial Complaint

  Date:02/06/2023

  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.

  November 28th I purchased a part from this company DBA Sears Parts Direct. The part was not delivered when promised. I was given information by customer service that it would still be shipped. It was then marked as delayed, even though the part was listed as in stock on the web site. I was given multiple excuses and promises. It prevented me from purchasing elsewhere and wasted significant time. I then requested a refund and canceled the order. I never received a refund and now have had to challenge the charge with my credit card.

  

  Business Response

  Date: 02/15/2023

  
  Transform SR ******* ********** LLC
  
  February 15,2023
  
  Customer Relations
  **********************
  330 ****************., Ste. #****
  *******, **  60611
  
  Re:  # 19344447  *************************
  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.
  Upon receipt of Mr. ******** complaint we reached out to our Parts Escalations team to assist with ********************** concern.  The parts team researched and found that the delivery has been delayed by the manufacturer.  Per ****************** request, the order has been canceled and the refund for the order C773682 has been refunded on February 14, 2023 on multiple refunds one for $97.35 and then $14.99 making a total of $112.36 back to his **** card ending on 6964.
  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 ****************************************************. 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 Mr. ******* 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
  

  Customer Answer

  Date: 02/17/2023

   
  Complaint: 19344447
  
  I am rejecting this response because: It took a dispute with my credit card and a BBB complaint (as well as several unsuccessful hours with their customer service) to get a refund on the part they were supposed to ship in November 2022.  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/20/2023

  
  Transform SR ******* ********** LLC
  
  February 20,2023
  
  Customer Relations
  **********************
  330 ****************., Ste. #****
  *******, **  60611
  
  Re:  # 19344447  *************************
  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.
  Upon receipt of Mr. ******** complaint we reached out to our Parts Escalations team to assist with ********************** concern.  The parts team researched and found that the delivery has been delayed by the manufacturer.  Per ****************** request, the order has been canceled and the refund for the order C773682 has been refunded on February 14, 2023 on multiple refunds one for $97.35 and then $14.99 making a total of $112.36 back to his **** card ending on ****. This refund was processed by Parts Direct and not a charge back by his credit card.
  This is not Sears normal way of doing business, and we are truly sorry for any inconvenience we may have caused you. I would like to assure you your concerns have been taken very seriously, your case was thoroughly reviewed by the appropriate office and an investigation will take place to ensure we improve from this member experience.
  Hopefully, we can learn from how your concern was handled and improve our performance so that the same thing does not happen to another member.
  
  
  
  Sincerely,
  
  *************************
  Regulatory Complaints Specialist
  

  Customer Answer

  Date: 02/28/2023

   
  Complaint: 19344447
  
  I am rejecting this response because: Sears Parts Direct mislead me about the part and did not process the refund until I filed the BBB complaint. Their customer service is at best very poor. At worst, it is intentionally misleading and withholding refunds on parts they do not deliver.   
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/06/2023

  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.

  Complaint against Sears Home Services/TransformCo and Choice Home Warranty. Emails exchanged with *************************, a Sears Parts Recovery agent according to emails, regarding part recovery for part already shipped. Motor was never shipped so washer cannot be repaired. Part no longer exists. Been waiting for almost 3 months. Please refer to complaint recently filed against Choice Home Warranty, ID#********, file 2/2/2023.Choice Home Warranty will not replace washer as long as SEARS leaves required parts in the status of ORDERED.************************* states *** made attempt to pick p package, but this is not true. Package was marked and left on porch for pick up per her instructions. Requested shipping labels so neighbor can deliver package to ***, but labels never emailed. Check spam and junk folders. Label was never sent. Tried emailing and calling. Unable to speak to anyone. called ************ and **************

  

  Business Response

  Date: 03/01/2023

  March 1, 2023
  
  Customer Relations
  ******* **********************
  330 ****************, Suite #****
  *******, ******** 60611
  
  Re: ***************************
        File Number 19343995
  
  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 Mr. ********* complaint regarding the repairs he requires for his Whirlpool washer.  
  
  We would like to clarify that we did not sell ******************** his washer and we are not the obligor of ******************** warranty on his washer.  We are just the repair provider that Choice Home Warranty (CHW) contracted to provide repairs to ******************** washer so they could fulfill their warranty obligations.Any questions or requests regarding the warranty coverage, including requests for a different service provider, a replacement or even a refund, would need to be directed to the obligor of his warranty which in this case is Choice Home Warranty (CHW).  
  
  Upon receiving his complaint, we contacted the local service unit for assistance.  Our records indicate that the technician was at his home on February 28, 2023 and notated that the control boards were not needed, faulty door lock switch. The technician ordered the latch and rescheduled the return visit for March 7, 2023.   
  
  We apologize for any problems or frustrations that ******************** may have experienced. We appreciate the opportunity to address this issue. 
  
  Sincerely,
  ***************************
  Regulatory Complaints Specialist
  ******************************************************

  Customer Answer

  Date: 03/05/2023

   
  Complaint: 19343995
  
  I am rejecting this response because of the discrepancy of the name in the contents of your response. You stated the *******, but the client is **************************** 

  I do have the understanding that you are not the seller, but the vendor contracted by Choice Home Warranty (CHW) to provide services for repair. 

  You were contacted numerous times regarding the part ordered in Dec 2022 by your technician.

  Despite of circumstances surrounding the pandemic which was for the most part over, there should be a cut off point for the waiting period. 

  You keeping the part in ORDERED status gave CHW an excuse not to take any  further actions to replace the washer.

  this matter was discussed with your reps each time I called. 

  According to the technician that arrived Feb 28 2023, the previous technician mis-diagnosed the problem and ordered parts not needed. 

  This mistake caused extreme inconveniences and almost 3 months without a washer. 

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

  

  Business Response

  Date: 03/08/2023

  March 8, 2023
  
  Customer Relations
  ******* **********************
  330 ****************, Suite #****
  *******, ******** 60611
  
  Re: ***************************
         File Number 19343995
  
  Dear BBB Customer Relations:
  
  Before going further, we do want to note that due to the ******19 pandemic, we are experiencing longer than normal response times to work with a representative. We have been impacted by the global supply chain shortage which has caused delays in processing concessions and benefits. The pandemic has also impacted repair services, availability of parts, and delivery of replacement products. We apologize for any delays and inconveniences resulting from this pandemic. We are doing our very best to provide the services as safely and quickly as possible including our responses to complaints such as those filed with the BBB. We appreciate everyones patience.
  
  We have completed our investigation of Mr. ********* rebuttal to a response we previously sent.    
  
  We apologize for the inadvertently discrepancy of the name in the contents of the response.  We would like to clarify that we did not sell ******************** his washer and we are not the obligor of ******************** warranty on his washer.  We are just the repair provider that Choice Home Warranty (CHW) contracted to provide repairs to ******************** washer so they could fulfill their warranty obligations. Any questions or requests regarding the warranty coverage, including requests for a different service provider, a replacement or even a refund, would need to be directed to the obligor of his warranty which in this case is Choice Home Warranty (CHW).  
  
  Upon receiving his complaint, we contacted the local service unit for assistance.  Our records indicate that the technician was at his home on March 7, 2023 and completed the repairs on ******************** washer.  The technician notated that the door switch and the motor control was installed.   Since we have confirmed with the technician the repair is complete, we have closed our file.
  
  We appreciate the opportunity to address this issue. 
  
  Sincerely,
  ***************************
  Regulatory Complaints Specialist
  ******************************************************

  Customer Answer

  Date: 03/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. 

  I maintain that the wrong diagnosis and parts ordered December 15, 2022, made the process take longer than necessary.

  The part ordered and later installed on March 7, 2023, completed the necessary repair work. 

  This matter can be closed.  

  
  ***************************/*****************************

• Initial Complaint

  Date:02/06/2023

  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.

  Purchase 2/07/22 Master Plan 2 years, Covers annual maintenance and repairs plus replacement if parts are not available. I have uploaded the contracted paperwork. I don't have any names, because every time you call you get a different person and no one will forward you on to their supervisor or manager.

  

  Business Response

  Date: 04/10/2023

  April 10, 2023
  
  
  BBB Customer Relations
  **********************
  *********************************************** #****
  *******, **  60611
  
  Re: ******** *****************************
  
  Dear BBB Customer Relations,
  
  Before going further, we do want to note that due to the ongoing COVID-19 pandemic, we are experiencing longer than normal response times to work with a representative. We have been impacted by the global supply chain shortage which has caused delays in processing concessions and benefits. The pandemic has also impacted repair services, availability of parts, and delivery of replacement products. We apologize for any delays and inconveniences resulting from this pandemic. We are doing our very best to provide the services as safely and quickly as possible including our responses to complaints such as those filed with the BBB. We appreciate everyones patience.
  
  It is unfortunate that we failed Ms. ********* expectations and we can understand her frustration with the series of events noted in her complaint. We can assure that her concerns have been forwarded to management for review. After researching the service history, we show the service order was completed in February. In the interim, we have noted Ms.********* concerns, and 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:02/06/2023

  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 Master Protection Plan with Transform and the customer representatives tell me something different every time I call in. One repairman came and "fixed" my refrigerator and it broke 2 days later. Another repairman came and said the other repairman didn't order the right parts. Parts order on Jan 25th and parts still not received. I have spoken to 3 different representatives and was told to call in today to start replacement of my refrigerator and then when I called I was told no and I had to wait another 10 days. Every time I call I get a different story about the process. The number listed for them is just a number that sends you back to a call center of representatives that give you many different stories. I just want the replacement for my refrigerator without having to go through hoops.

  

  Business Response

  Date: 03/07/2023

  March 7, 2023
  
  
  BBB Customer Relations
  **********************
  330 ****************., Ste. #****
  *******, **  60611
  
  
  
  Re: ***** Hand
  Complaint ID: ********
  
  
  Dear BBB Customer Relations,
  
  We have completed the investigations of Ms. ***** complaint and her dissatisfaction that the refrigerator was not repaired in a timely manner.
  
  First, we would like to apologize for any inconveniences or frustration Ms. ***** may have experienced in this matter. The satisfaction of our members and customers is our top priority. We do not take these matters lightly and we sincerely regret any difficulty she may have experienced as a result of this issue.  Our record shows the repair for the refrigerator was completed on March 2nd. The technician indicated the REPLACED LEAKING REFRIGERATOR EVAPORATOR COIL.CHECKED THOROUGHLY.OKand closed the service order. If the refrigerator still not working she can contact me directly via email. Since we show the refrigerator was complete we have close our file.
  
  Again, we apologize for any problems or frustrations that Ms. ***** 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:02/06/2023

  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.

  The dryer repair tech who visited my home today offered to come back later on his own and charge me less. The first estimated repair was $460.14. He offered to charge a far lesser amount -- I think it was $160.00 -- working on his own. I declined both offers and was charged $109.00.The same tech is scheduled to return on an issue related to my washer. The amount of the washer repair is $356.39. This is fine, but I prefer a different technician.

  

  Business Response

  Date: 02/28/2023

  
  
  
  
  
  
  February 28, 2023
  
  
  
  Better Business Bureau
  Customer Relations
  330 *****************************************************************************
  
  Reference File # ******** ***********************
  
  
  Dear BBB Customer Relations:
  
  We have completed the investigation of Mr. ******* complaint regarding his dissatisfaction with the technicians ethics during the service visit for the washer and dryer.
  
  Firstly, we apologize for any inconvenience or frustration that **************** may have experienced. We want to assure **************** that we do not take these allegations lightly. We have submitted feedback, regarding the technicians ethics, to our service management team for review and it will be handled internally. Since **************** declined the estimate on the dryer, he was charged the $109 minimum diagnostic fee. However, **************** approved the estimate on the washer to replace the clutch and pre-paid $356.39. When the technician returned on February 14, 2023 to complete the repair, **************** informed the technician that he had purchased a new washer. Since the repair was not completed, we will issue **************** a refund less the $109 diagnostic fee. **************** should receive a credit of $247.39 within 3 7 business days. 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 **************** 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:02/06/2023

  Type:Billing 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.

  Date of Transaction: 12/14/2022 Date of Service: 12/24/2022 Amount Paid: $457.65 Sears committed to replacing a heating ******************************** my ******* dryer, which they did.Dispute: After pre-paying for the service on 12/14/2022, the funds were withdrawn & paid with a receipt released on 12/24/2022 stating that this is paid for in full & the service is complete. I received another bill on 1/10/2023 stating that I had not paid, charging me $457.65 for the same service, and that they would turn this bill into collections within 45 days if not paid. After several transfers, was able to talk to a rep who said that on their end, the money I paid before was not applied to my account even though it was already withdrawn from my bank account. They gave me an e-mail address to mail with screenshots of my receipts and going on the second week now after 2 e-mails to ************************************ with no reply or attempt at a resolution.Attempted Resolution: So far, there has been no response to my inquiry which was originally sent on January 25, 2023. There is a severe lack of contact information for this company with even the billing going to automated-only services.Service Order# ********

  

  Business Response

  Date: 03/06/2023

  Transform SR ******* ********** LLC
  
  
  
  March 6, 2023
  
  
  
  Customer Relations
  **********************
  330 ****************., Ste. #****
  *******,**  60611
  
  
  Reference File # 19339682 *************************
  
  
  Unfortunately, due to extraordinary circumstances surrounding COVID-19 we have seen delays in all areas of customer and technical service. We are also experiencing a shortage of staff and service techs due to furloughs, the illness or the need for isolation per state mandates and/or furloughs which is seriously affecting all aspects of business.Everyone is feeling the effects of this pandemic. Please be assured that we are doing the best we can with the available resources.
  
  Dear BBB Customer Relations;
  
   We have not completed the investigation of Mr. ****** complaint regarding the bill received for the repairs on his dryer.
  First, we would like to apologize to ************** for failing his expectations.  We do not take these matters lightly and we sincerely regret any inconvenience. We had contacted our accounting department, and it looks like our automatic audit system did not find the merchant credit payment for the original charge, so it generated a bill.
  
  Sometimes that happens where the authorization process doesnt complete, and the customers account *** or *** not have the funds withdrawn and they *** or *** not be deposited to us. In this case, we determined that the funds were withdrawn from that account but were not linked to a deposit made in our account. Our accounting person was able to find the payment in an unmatched sort of limbo and match it to ours, so this bill was closed out on March 3, 2023. ************** should not receive any further notices as of March 3, 2023.  Furthermore, this letter will serve as ************** documentation that he does not owe Sears Home Services for the service call.
  We dont report our collection efforts so our billing would not have any impact on his credit history or score. With that said, since we did provide ************** with 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

  Customer Answer

  Date: 03/07/2023

   
  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. I was provided approval that the payment has been cleared with Sears accounting and they are reaching out to the debt collector to wipe it from their records. Greatly appreciate all the help in getting this resolved.
  
  Sincerely,
  
  *************************