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

6,276 total complaints in the last 3 years.
2,211 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:02/06/2023
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 purchased an annual home appliances warranty from Sears Home Warranty in March 2012. In mid December 2022, I noticed a crack on the glass top of my *********** electric Range. The top glass is the major element of cooking of the range and effected the cooking time and quality. I contacted Sears Home Warranty claim department and paid $75 additional fees on the top of monthly fees they changed me for a year contract. On 12/28/22 two technicians came and evaluated the range and place the part to replace the glass top with few other related parts. Two weeks past no parts arrives. I contacted the Sears claim department, I was told the parts were not available in the market that they purchase parts from. I was told to call back on a week. I called back I was told they suggested to replace the whole range unit or pay comparable price that I can purchase from local market. I kept calling because we could not cook anything at home and purchased food from from outside everyday. I received an email from claim authorization department with email address that is not good for reply ***************************** indicating that my claim has been denied with they own reasoning that is irrelevant to my case. I hope you make them to conduct an hones businesses and replace my range, My plan with Sears Home Warranty is: ********. and Service job SCCQC331159A-1 [#*******]Sincerely,******************************* **************** cell: ************
Business Response
Date: 03/21/2023

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

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

Dear BBB Customer Relations:

Before going further, we do want to note that due to the ongoing COVID-19 pandemic, we are experiencing longer than normal response times to work with a representative. We have been impacted by the global supply chain shortage which has caused delays in processing concessions and benefits. The pandemic has also impacted repair services, availability of parts, and delivery of replacement products. We apologize for any delays and inconveniences resulting from this pandemic. We are doing our very best to provide the services as safely and quickly as possible including our responses to complaints such as those filed with the BBB. We appreciate everyones patience.

We do sell the Sears branded Sears Home Warranty (***) to our customers and we believe it presents a great value to them as well as an alternative choice to the product specific protection agreement coverage we have carried for years and that we also continue to sell. Sometimes as part of our sale of the **** we might have a promotion that will discount the service on a non-working appliance in exchange for purchasing the *** for at least a period of time that would cost equal to the discount provided (usually a maximum discount of $150.00). If the contract is canceled before at least the discounted amount is collected in the form of monthly charges, even when no other service is used, then the promotion is invalidated and the full amount of the repair is due.

Once the coverage becomes active though 30 days after purchase, and we would note that items are expected to be in good working order at the onset of coverage and if they are not, it could be considered to have a pre-existing condition that could cause it to not be covered, we are no longer involved with the contract.The actual *** contract is issued, administered, and the obligor is listed to be, different entities dependent on the state where issued; but all are subsidiaries of Cinch Home Services. When the *** number is called, it is their customer service that is dispatching service and they make any decisions regarding replacement of product and the application of any terms and conditions of the contract, including whether something is covered or not.There are times that Sears might be the service provider used if we have technicians available in the area and provide the service needed, and other times that other service providers might be contracted by Cinch.

In this case, ******************** has had a *** since May of 2022 therefore we have forwarded this complaint over to our direct contacts at Cinch and they are committed to fairly resolving any issues we send to them but they will enforce the terms of the contract. If ******************** feels they do not take care of this issue or that they still have a valid dispute against the terms of this coverage, they are also able to file a complaint directly against his Sears Home Warranty/Cinch by filing with the ******* BBB. Prior to doing so, Cinch does state on their BBB site:

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

With that said, since we do have them working on ******************** issue we have entered this information to close this out on our end as there is nothing further we are able to do since we do not administer the contract.

Sincerely,

*******************************
Regulatory Complaint Specialist
**********************************************************
Customer Answer
Date: 03/25/2023

Complaint: 19327463

I am rejecting this response because: The outcome has not been different from before. Nothing has changed on the response to my complaint and my right to receive either the repair service of the range (stove) or replacement as it is in the contract that I have with Sears Home Warrant and their multiple subcontractors. They just grab consumers money and run. That is their business model.

Sincerely,

*******************************
Business Response
Date: 03/28/2023
BBB Customer Relations
**********************
*********************************************** #****
*******, ** 60611

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

Dear BBB Customer Relations:

We have completed the investigation of Mr. ********* rebuttal, and we do not find that he has brought any new information to his complaint for TransformCo to address.

As stated before we forwarded this matter to our contacts at Cinch HomeSure to address this with ******************** directly. We know that ******************** was contacted by a case manager at Cinch HomeSure, and we know that ******************** was informed that Cinch HomeSure has upheld the claim denial.

As stated in our closure letter submitted on 3/21/2023 If ******************** has any issues with his warranty coverage he will need to address it with Cinch HomeSure directly. We provided instructions on how to proceed via Cinch HomeSures escalation process.

TransformCo can do nothing for ******************** on this issue. To continue to insist we do so is much like insisting the **************** do something about your Water Bill or Service. We have no power over *********************** actions. We do not know how much more we can stress that ******************** will need to address his matter with Cinch HomeSure directly. This case remains closed with TransformCo/Sears.

We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.

Sincerely,

********************************
Regulatory Complaint Specialist
**********************************************************
Customer Answer
Date: 04/06/2023
<*b>
Complaint: 19327463

I am rejecting this response because:
Dear sir * Madam,
I did send you a response on time by explaining that Sears home Warranty failed to either repair or replace my electric range as their terms of contract indicates by claiming that the parts for my electric range are not available, and they are not responsible. Besides $50 monthly they charge me for one year contract of $600 they also charged me $75 to send sent their technician to my house who identified the issue and requested parts to install, but after few weeks of waiting and several times of calling and spending hours that they put me on hold, eventually I was informed that the parts for my electric range are not available and they are not responsible to replace a new electric range. Please provide me Sears home Warranty web site to post my review.
Thank you for your support
****************************;
Sincerely,

*******************************
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.
on january 18 **** technition came to service my dishwsher. after checking it found a broken part. he called to see if the part could be found. he was told no. he informed that i wood get another dishwasher. i have not received any information from the company.i I have called them several times and they keep telling me they are steal looking for the broken part
Business Response
Date: 03/07/2023

March 7, 2023

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

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

Dear BBB Customer Relations,

We have completed the investigations of ************** complaint and his dissatisfaction that the dishwasher was not repaired and the replacement was not authorized in timely manner.

First, we would like to apologize for any inconveniences or frustration ************** may have experienced in this matter. The satisfaction of our members and customers is our top priority. We do not take these matters lightly and we sincerely regret any difficulty she may have experienced as a result of this issue. For clarifications, Cinch is not a part of Sears. We do partner with Cinch Home Services as they are the issuers and administrators of our Sears Home Warranties (Appliances, Systems, and Whole Home). However, we do not have any visibility into their systems, their service providers, any contractors they use besides Sears, their invoices, or any payments made to them for deductibles. Upon receipt of his complaint, we reached out to Cinch and we have confirmation that the dishwasher had been approved for a replacement in the amount of $418.64. ************ accepted the replacement credit and it was processed on February 22nd. Since it was our understanding the replacement dishwasher and the refund check resolved his complaint 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:02/06/2023
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.
On Oct 2022 A SEARS technician came to fix my refrigerator, I pay $100 for service (and $59.99 monthly) then he order 3 parts to fix it and so far I only got 2. 4 months later and they cant fix it. On 01/16, I spoke to **** (who was speaking with a supervisor), he said it has been more than 21 days, therefore I will get in 5 days an email to offer me a brand new replacement, credit store or money. Nothing happened and then another technician came. I called again on 01/25 with *******, bc I keep getting technicians, she told me they prioritized the order of the third part, but because they cant get it and it was more than 21 days I will get an email with the options previously explained. Nothing happened and I get another technician who could not fix it bc there is not a third part. On 2/3, after explaining for 38 minutes to ****** my case, she put me with *****, who identified as a Supervisor, she told me she was in a hurry (to pick up someone I think), and that her phones battery was almost over, she put me on hold a few times, then she explained to me that all they told me is a lie, I will Not get a replacement, or store credit, etc. Then her call ended. I call back asking to speak with any supervisor, and after waiting (8 min) she called me back she told me they will prioritize the order of that part (every time I spoke with them, they told me the same thing: they (Sears) are prioritizing the order of that part.for 4 months!), and if there is not part, then they (??) will order it for Sears, and I have to wait 72 hrs to see what happen next, but in that date (02/08) they schedule another technician to come, without the third part. I feel this is a big scam and I am a victim, please help me. Even more; the address from Sears that I enter I got it by calling them, but when I check that address on the internet it says that place is close. my phone number is ************, my plan # ********, SEARS order #***************, job#sccqb3277c86/2, Contract # ********
Business Response
Date: 03/20/2023
BBB Customer Relations
**********************
******************************************* #****
*******, ** 60611

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

Dear BBB Customer Relations:

Before going further, we do want to note that due to the ongoing COVID-19 pandemic, we are experiencing longer than normal response times to work with a representative. We have been impacted by the global supply chain shortage which has caused delays in processing concessions and benefits. The pandemic has also impacted repair services, availability of parts, and delivery of replacement products. We apologize for any delays and inconveniences resulting from this pandemic. We are doing our very best to provide the services as safely and quickly as possible including our responses to complaints such as those filed with the BBB. We appreciate everyones patience.

We do sell the Sears branded Sears Home Warranty (***) to our customers and we believe it presents a great value to them as well as an alternative choice to the product specific protection agreement coverage we have carried for years and that we also continue to sell. Sometimes as part of our sale of the **** we might have a promotion that will discount the service on a non-working appliance in exchange for purchasing the *** for at least a period of time that would cost equal to the discount provided (usually a maximum discount of $150.00). If the contract is canceled before at least the discounted amount is collected in the form of monthly charges, even when no other service is used, then the promotion is invalidated and the full amount of the repair is due.

Once the coverage becomes active though 30 days after purchase, and we would note that items are expected to be in good working order at the onset of coverage and if they are not, it could be considered to have a pre-existing condition that could cause it to not be covered, we are no longer involved with the contract.The actual *** contract is issued, administered, and the obligor is listed to be, different entities dependent on the state where issued; but all are subsidiaries of Cinch Home Services. When the *** number is called, it is their customer service that is dispatching service and they make any decisions regarding replacement of product and the application of any terms and conditions of the contract, including whether something is covered or not.There are times that Sears might be the service provider used if we have technicians available in the area and provide the service needed, and other times that other service providers might be contracted by Cinch.

In this case, we show that ****************** refrigerator was repaired on 2/25/2023 after parts were installed. Therefore we have closed this case.

Sincerely,

*******************************
Regulatory Complaint Specialist
**********************************************************
Customer Answer
Date: 04/10/2023

Complaint: 19337976

I am rejecting this response because:

To whom it may concern:

First, thanks for reaching me about my case (ID # ********- ***********************.
Second, and apology for not replying earlier, I was full time working and under a lot of pressure.
About my case (I am including a pic with your answer): the refrigerator is surprisingly working, but the service was just plain awful. It broke on Oct 2022, and every time I called to costumer services from the *****warranty it was a nightmare: they gave me dif answers about my case, sometimes when I called back A few days to get a follow up, a different supervisor gave me an answer that contradicted everything the other ppl/supervisors gave me. It took months to get it fix, and it took hours of me in the line, trying to find out whats going on with my caseit was just awful!! I felt (and I still feel) like this was a big scam (there where times when I had to re-explain everything, then they transferred me to a supervisor -I never spoke with the same persons ever!!- I was placed on hold, then I had to reexplain everything again!! And (again) they gave me a dif answer then the last person: the part has NOT being ordered yet, or the part is on is way now, or the part is not longer avalible and we will replace your refrigerator, or we are getting that part this week, or Thats why I reach out to you, BBB, bc I felt I was being part of a Scam!!! I am still paying them monthly for their insurance bc I am trying to see if their work can last at least 6 months, and I am ready to move to another insurance-warranty-service. Can you do something about this?

Thanks again!
Mr *************;
Business Response
Date: 04/11/2023
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. He states his refrigerator is working. If **************** wants to cancel his Cinch warranty he will need to discuss this with Cinch directly.

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

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

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:02/06/2023
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.
My name is ********************* the account is in ********'s name but I'm on the account also and I have been involved in this issue sense the the heatpump was installed in 2011. We haven't gone one year sense the unit was istalled without having it repaired atleast one or more times a year wich is why we have kept a repair warranty in place. Every time our warranty is about to expire we renew it to ensure they would repair it which is why we are making this complaint today. We recently updated our warranty in November before our last warranty would expire. We started having issues where the heatpump stopped blowing warm air from the vents around the end of November into the first of December we placed a service appointment and the came out and said there was a blockage and the freon wasn't circulating properly so he ordered a part and returned about a week later and said they couldn't get the part so he removed the part and cleaned it with a toothbrush he also flushed out the system and discovered it had excess amount of stop leak installed by previous Tecs when they came out to refill the freon due to a leak they couldn't locate. The current Tec replaced the part that he cleaned and refilled the freon and left. This lasted about week and it stopped blowing heat again and we placed another service appt. . They come out again and he stated the freon had leaked out and located a leak in the coil and would have to order a new one. After several appt. reschedules and many weeks later I called the Tec. and he stated his van had broke been broke down but the coil had come in insured me he and another Tec. That he was riding with would be out to repair it today. Well he called back later and said when they picked up the coil it was damaged in shipping and wasn't worth installing and would have to reorderthe partwe have been without our heatpump working sense the end of November of 2022 and our repair has been rescheduled in excess of 12 times and rescheduled again for Feb 10
Business Response
Date: 03/14/2023

March 14, 2023

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

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

Dear BBB Customer Relations:

We have completed the investigation of ************** complaint regarding her dissatisfaction that the heat pump has not been repaired in a timely manner; and her request for a replacement through the protection agreement.

Firstly, we apologize for any inconvenience or frustration that ************ may have experienced. We reached out to the service manager to assist with ************** concern. We received confirmation that a technician was sent on February 22nd to access the heat pump for a replacement. The technician submitted the photos and the unit was approved for a replacement. Our HVAC replacement team contacted ************ and provided the replacement information, and explained that there would be out pocket expense for items not covered by the protection agreement. As clarification, the protection will only cover up $1500 on the replacement unit, plus the cost of standard installation; standard installation is connecting the new unit to existing electrical and plumbing. The protection agreement does not cover additional expenses such as line set, wiring, pipes, duct work, valves, fees, or any additional parts or accessories. Once ************ provides our ********* with payment for the out of pocket expenses, the heat pump will be replaced. 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: 03/22/2023

Complaint: 19326600

I am rejecting this response because:
We have been in contact with Sears and I spoke with a repasenativ of Sears *********************** and came to agreement of what our financial responsibility would be and I told him to give me few days to come up with the funds he requested and when I called him to arrange payment I would only get his voice mail . I've left several messages and haven't got a response and thats been over 2 weeks ago . Im willing to work with them we just need a open line of communication
Sincerely,

*************************
Business Response
Date: 05/03/2023

May 3, 2023

Better Business Bureau
Customer Relations
******************************************* #****
*******, ** 60611

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

Dear BBB Customer Relations:

We have completed the investigation of ************** rebuttal to our response regarding her dissatisfaction that the heat pump has not been repaired in a timely manner; and her request for a replacement through the protection agreement.

We received ************** rebuttal and reached out to our HVAC Replacement team to discuss the replacement process. We received a response from the team that ************ had been contacted and they were making attempts to contact ************** son, ******, for the payment of the non covered charges. On May 2, 2023 we received an update that the payment was received, but there was a delay in receiving the replacement equipment. The installation should be completed on either Friday May 5th, or Monday May 8th. 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 ************** issue is not resolved to her satisfaction, she can reopen it later even if the Better Business Bureau has closed it as resolved. We respectfully ask to have this matter closed at this time.

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: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.
Failing to fix an appliance under warranty,
Business Response
Date: 03/02/2023
March 2, 2023

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

Re: *********************
      File Number 19339671

Dear BBB Customer Relations:

Before going further, we do want to note that due to the ******19 pandemic, we are experiencing longer than normal response times to work with a representative.We have been impacted by the global supply chain shortage which has caused delays in processing concessions and benefits. The pandemic has also impacted repair services, availability of parts, and delivery of replacement products.We apologize for any delays and inconveniences resulting from this pandemic. We are doing our very best to provide the services as safely and quickly as possible including our responses to complaints such as those filed with the BBB. We appreciate everyones patience.

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

Upon receiving **************** complaint, we made contact with the local service unit for assistance. Our records indicate that ************** was authorized to receive a replacement washer   valued at $699.99, and this is in accordance with the terms of her warranty, the Repair Protection Agreement (RPA).

************** can select a replacement at a Sears store and if she does not have one in her area, she can select an item listed as Sold by Sears on Sears.com and contact the protection agreement office at ************ for assistance in completing the exchange. Accordingly, we have closed our file.

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

Sincerely,

***************************
Regulatory Complaints Specialist
******************************************************
Initial Complaint
Date:02/05/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I scheduled an appointment with Sears Home Services for 11/30/2022. The technician arrived and after diagnosing the issue and providing an estimate of repair I declined the repair due to cost. I understood that there was a trip charge and diagnosis fee that was required and paid the technician before he left. I received a receipt from Sears confirming that this was paid in full. several weeks later I received an invoice for the same amount I had already paid. I attempted to contact Sears, but they only provided an email and mailing address as options to dispute the charge. Sears ignored multiple emails that included the receipt of payment and credit card documentation that it was paid. In an attempt to avoid collection, I went ahead and paid the second invoice with the intent to dispute the charge with them in a professional way. Sears unfortunately decided that this was not something that they desired, ignored the second payment and sent the bill to collections. I desire a adjustment to the billing to show that it is paid, refund of the additional payment, written documentation stating that the bill was paid on time the day the service was performed, a letter sent to all three credit bureaus stating that they falsely sent these collections and a written apology.
Business Response
Date: 03/09/2023
Transform SR ******* ********** LLC

March 9, 2023

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

Reference File # 19335943 *******************

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 washer.
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 January 23, 2023. ************** should not receive any further notices as of January 23, 2023. Furthermore, this letter will serve as ************** documentation that he does not owe Sears Home Services for the service call. In regards to the payment to the *** agency, we have issue a refund for that amount via check, The refund was processed on March 7, 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 said, 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
Initial Complaint
Date:02/04/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
After paying tech who was unable to repair on the appliance, and cancel contract. The company continued to take money from my checking account even on 1/31/23. I called and asked ***** on 2/1/23, and demanded all funds be returned and he said that was not possible. I told him they are committing fraud and he said I did not paid the cancellation fee of $84, and hung up on me.
Business Response
Date: 03/20/2023
BBB Customer Relations
**********************
******************************************* #****
*******, ** 60611

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

Dear BBB Customer Relations:

Before going further, we do want to note that due to the ongoing COVID-19 pandemic, we are experiencing longer than normal response times to work with a representative. We have been impacted by the global supply chain shortage which has caused delays in processing concessions and benefits. The pandemic has also impacted repair services, availability of parts, and delivery of replacement products. We apologize for any delays and inconveniences resulting from this pandemic. We are doing our very best to provide the services as safely and quickly as possible including our responses to complaints such as those filed with the BBB. We appreciate everyones patience.

We do sell the Sears branded Sears Home Warranty (***) to our customers and we believe it presents a great value to them as well as an alternative choice to the product specific protection agreement coverage we have carried for years and that we also continue to sell. Sometimes as part of our sale of the **** we might have a promotion that will discount the service on a non-working appliance in exchange for purchasing the *** for at least a period of time that would cost equal to the discount provided (usually a maximum discount of $150.00). If the contract is canceled before at least the discounted amount is collected in the form of monthly charges, even when no other service is used, then the promotion is invalidated and the full amount of the repair is due.

Once the coverage becomes active though 30 days after purchase, and we would note that items are expected to be in good working order at the onset of coverage and if they are not, it could be considered to have a pre-existing condition that could cause it to not be covered, we are no longer involved with the contract.The actual *** contract is issued, administered, and the obligor is listed to be, different entities dependent on the state where issued; but all are subsidiaries of Cinch Home Services. When the *** number is called, it is their customer service that is dispatching service and they make any decisions regarding replacement of product and the application of any terms and conditions of the contract, including whether something is covered or not.There are times that Sears might be the service provider used if we have technicians available in the area and provide the service needed, and other times that other service providers might be contracted by Cinch.

In this case, **************** purchased her warranty on May 28, 2022, to receive the above mentioned $150.00 service discount to fix her refrigerator. At the time of this first paid call our tech found that the refrigerator had the following: LEAK IN ***** LOOP IN CABINET CAN NOT REPAIR. UNIT WAS FILLED WITH FLIES. Since the refrigerator was the discounted call and not repairable it would never have been covered under the ***.

That being said we have no records of contact from **************** after the ************ therefore we have forwarded this complaint over to our direct contacts at Cinch,they are committed to fairly resolving any issues we send to them but they will enforce the terms of the contract. If **************** feels they do not take care of this issue or that they still have a valid dispute against the terms of this coverage, they are also able to file a complaint directly against his Sears Home Warranty/Cinch by filing with the ******* BBB. Prior to doing so, Cinch does state on their BBB site:

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

With that said, since we do have them working on **************** issue we have entered this information to close this out on our end as there is nothing further we are able to do since we do not administer the contract.

Sincerely,

*******************************
Regulatory Complaint Specialist
**********************************************************
Customer Answer
Date: 03/21/2023

Complaint: 19332863

I am rejecting this response because:the tech was paid that day for coming out. I told him I was canceling the contract as there was no need to maintain it. I canceled by phone and text on 7/27/23. This company continued to take money from my account, for non service and refuse to return my funds. I want my money and restitution.

Sincerely,

*************************
Business Response
Date: 03/28/2023
BBB Customer Relations
**********************
*********************************************** #****
*******, ** 60611

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

Dear BBB Customer Relations:

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

We know that **************** was contacted by her case manager at Cinch, and her warranty was canceled any refunds are addressed by Cinch and do not involve TransformCo in any way. Since we Know **************** was contacted and her issue address 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:02/04/2023
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 Sears proactive agreement on Kenmore Freezer that has not been working since November there have been scheduled appts parts ordered. and the parts have not been placed in the freezer there are some appts they claim they were here, and the calls were missed. Plus, they claim they lefts messages and there is no voicemail that was not true someone has been here between the hrs 8-5 and there is doorbell camera and that's shows if someone has entered on the porch and the camera shows no one was here on the times they claim they here. some dates *****, 1-3, ****, **** ****, 2-2 I have spoken with salesperson and on chat can get anywhere with them can't get a supvisor or manager.
Business Response
Date: 02/28/2023
February 28, 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 freezer was not repaired in a timely manner.

First, we would like to apologize for any inconveniences or frustration Ms. ****** may have experienced in this matter. The satisfaction of our members and customers is our top priority. We do not take these matters lightly and we sincerely regret any difficulty he may have experienced as a result of this issue. Our record shows the repair for the freezer was completed on February 6th the service technician REPLACED COMP,EVAP, FILTER DRYER, HEAT EXCHANGER/LEAK CHECKED, RESTRICTION CHECKED, PUMP DOWN RECHARGED If the freezer still not working she can contact me directly via email . Since the repair was completed 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:02/04/2023
Type:Delivery 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.
Sears Parts Direct falsely claims to have parts in stock in order to make the sale. I purchased a product from them because they claimed to have the part in stock and made a delivery promise date of 2/2/2023. When it did not arrive I contacted them and they said the part was not available now due to back order. They said that the part was available when I made the purchase but then was sold out before the order went in. I then pointed out to them the part still showed as available on line as I was talking to the rep on 2/3. He then changed his statement and said it was a mistake and that the web site should have been updated. The rep told me I would receive the part 2/13. I had made arrangements for a repair service to come out to my rental property where the appliance needing repair is located based on the original promise date. I had made promises to my tenant that the appliance would be fixed this week. The part I ordered is **********.
Business Response
Date: 03/02/2023
March 2, 2023

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

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

Dear BBB Customer Relations;

We have completed the investigation of Mr. ******* complaint regarding his dissatisfaction with the delay on parts ordered through Sears Parts Direct website.
Upon receipt of Mr. Pierces complaint we reached out to our Parts Escalations team to assist with Mr. ******* concern. The parts team researched and found that the delivery was delayed by the manufacturer. The part order was shipped and delivered to Mr. ****** on Friday February 10, 2023 under tracking number 1Z6254550339758831 at 2:52 PM at his front door. If **************** has any questions,he can contact me at ****************************************************. With that being said, since we did provide Mr. ****** with his requested resolution, we have closed our file.
We apologize for any problems or frustrations that **************** has experienced with Sears. We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints. Please feel free to contact me at **************************************************** if you have any further questions.

Sincerely,

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

Complaint: 19332861

I am rejecting this response because: The response does not address my original complaint. Yes I received my part eventually but the complaint clearly discusses how their business practice is to falsely show parts are in stock when they are clearly not. This locks in a customer who is expecting delivery by a certain date. Customers find out later that the part is not in stock as advertised and then must reschedule contractors and expect delays. In my case I had scheduled contractors and tenant availability and then I had to reschedule everyone again.
The business practice must be to accurately state what is/is not in stock and to stop misinforming customers in order to get the orders.

Sincerely,

*********************
Business Response
Date: 03/09/2023
March 9, 2023

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

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

Dear BBB Customer Relations;

We have completed the investigation of Mr. ******* complaint regarding his dissatisfaction with the delay on parts ordered through Sears Parts Direct website.
In addition, the part order might have been sent to the manufacturer for processing in which case we no longer have much control on the handling of it. If the part is delayed by the manufacturer, we do not have a control over their inventory.. The part order was shipped and delivered to Mr. ****** on Friday February 10, 2023 under tracking number 1Z6254550339758831 at 2:52 PM at his front door. We are not always able to arrive at a resolution that would meet with a consumers complete satisfaction. With that being said, we have closed our file.
We apologize for any problems or frustrations that **************** has experienced with Sears. We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints. Please feel free to contact me at **************************************************** if you have any further questions.

Sincerely,

*************************
Regulatory Complaints Specialist
Customer Answer
Date: 03/10/2023

Complaint: 19332861

I am rejecting this response because:
The new reply does not address my complaint at all. On the second attempt to restate the issue, the reply is about a delay and NOT a DISHONEST business practice which her business conducts and she supports. I can only assume this business will not agree to be honest with their customers. This person answering the complaint will not adjust business practices to offer HONEST information to customers.

Sincerely,

*********************
Initial Complaint
Date:02/04/2023
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.
Sears has been at my house more then 15 times for the same problem on the Wash Machine. Is Sears stringing me on?Even when they leave, my machine is NOT WORKING right.They will close it out so the count of three times a lemon, does not take effect.After Pat showed up, he said to put my complaints on the Sears page and I will receive results faster. The opposite is happening. I believe that they will string me along until the warranty is up for renewal in March. After *** left, I did NOT have hot water and the FILL cycles did NOT work. *** returned and said he will put in for a replacement because the machine beeps and it's not working right..... ***** has been to my house for the washer at least 4 times. He was on the phone and told the person that *** must not have reset the mother board right. After *** left, I still did NOT receive the right fill level, which was done from the previous service repair guy, ******** who said that he broke the fill piece. ***** also said he didn't put the part on right, that was why the machine was leaking water all over the place. The water that enters my machine is only HOT WATER. The *** is RUSTING and the INSIDE of the MACHINE has RUST running on it causing rust stains, it also goes on my laundry.I took videos of the water running from the top of the machine then along the side of the outer machine.Sears has been at my house, for the same washing machine problem for eight months, on the following dates:April 14, 2021 WASH MACHINEJan 20, 2022 completed mother board motor speed sensor, allergies asapNov 2 waiting for parts within Sears Cancelled > Jan 17, 23, Jan 18 Jan. 30, no show, waiting for parts. Ordered main control board (not available, but will try) & water temp selection valveJan 20, 2023 replaced parts he already put inJan 20, 2022 One year earlierDec 13, 2022 Dec 1, 2022Nov 25 Nov 8 Nov 1 Nov 4 Oct 18 Sept 28Aug 1 June 15Jan 20. 2022
Business Response
Date: 03/02/2023

March 2, 2023

Customer Relations
******* **********************
*********************************************2006
*******, ******** 60611

Re: *********************
       File Number 19332860

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 Ms. ******* complaint regarding the problems she encountered with the washer.

Upon receiving Ms. ******* complaint, we contacted the local service unit for assistance. Our record indicate that the service technician completed the repairs on the washer on February 24, 2023. Per the technician,tested washer, working fine, instructed customer it is an HE washer (lower water levels), the washer will not fill up with water. Since we have confirmed with the technician the washer repair is complete, we have closed our file.

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

Sincerely,
***************************
Regulatory Complaints Specialist
******************************************************
Customer Answer
Date: 03/08/2023

Complaint: 19332860

I am rejecting this response because: the ***** do NOT MATCH the FILL OR WATER TEMPERATURE! Some of the dial settings DO NOT EVEN LIGHT UP! ***** blamed ******* for "breaking the machine." After ******* left, the fill did not work. Then ***** arrived ..... then ******* followed that visit... ******* stated that the machine is a "lemon" and I'll get a new machine. Then ***** came back and ordered the same parts he already put in. The last time ***** was at my house, he was pushing buttons on the wash machine for 30 - 45 minutes. He called his boss and I heard the laughter.

***** also said that he would replace the lid to the washer. ***** admitted that he did NOT tighten the s**** which caused the water to leak on the washer and down along the side.   I took videos of the water running from the TOP of the machine, along the side of the outer machine, and all over the inside causing RUST TO FORM and now the *** IS RUSTED.
I can attach pictures later.
The last guy who showed up disregarded what was happening to the machine and was ready to leave.   ******* and ***** had enough of the machine and do not want to return.
If I want HOT WATER, I have to put dial on SPEED WASH. COLD WATER - put dial on NORMAL, DELICATE - put dial on LIGHT, to FILL HIGHER - DIAL GOES TO COOL...
The DIAL does NOT WORK or LIGHT UP ON JEANS, BULKY ITEMS, ACTIVE WEAR.

Sincerely,

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

Customer Relations
******* **********************
*********************************************2006
*******, ******** 60611

Re: *********************
       File Number 19332860

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 Ms. ******* rebuttal to a response we previously sent.
Upon receiving Ms. ******* complaint, we contacted the local service unit for assistance. We were informed since there is still an issue with the washer, **************** would need to schedule a new appointment to have the technician to return regarding the washer. Accordingly, we have closed our file.

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

Sincerely,
***************************
Regulatory Complaints Specialist
******************************************************
Customer Answer
Date: 03/20/2023

Complaint: 19332860

I am rejecting this response because:

Sincerely,

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Transformco is BBB Accredited.