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:02/04/2023
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.
This dispute involves seers parts direct placed an order for two separate parts that were for an oven door! The parts were described in the diagram on their website and I ordered the parts that I needed a seal for my oven door and the insulation for my oven door which the insulation wouldve come in four pieces! After realizing they got my address wrong on that order I called back and the representative said she canceled it I would receive a refund for that order and she placed a new order giving me credit for all my inconvenience! I was told the refund would come in 3 to 5 business days and that never happened I then proceeded to receive parts of the two orders and they were both wrong! I contacted seers and their representatives have no idea about the parts theyre selling because they are outsourced to India and dont know about the parts that they are selling ! I was told on two separate occasions that a supervisor would be contacting me upon escalating my inquiry to the first order not being canceled and getting a refund and then when that never happened I contacted my credit card to dispute them and now I am being charged double the price because Im being charge for both orders and nobody is correcting my issue with parts direct they keep telling me do not worry do not worry but I have to worry because its my money not theirs and Im still being charged for the full two orders and only parts of the two orders and I only need one and their description of the part on the diagram and what you actually receive is totally different it shouldve included four pieces of insulation but what I received was only one piece! This company is hard to deal with and they dont follow through with the credits that I need on my credit card and there is nobody to contact! Please help me get my refund that I am owed parts that shouldve cost $100 have cost me $300
Business Response
Date: 03/02/2023
March 2, 2023

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

Reference File # 19332859 - ***************************

Unfortunately, due to extraordinary circumstances surrounding COVID-19 we have seen delays in all areas of customer and technical service. We are also experiencing a shortage of staff and service techs due to furloughs, the illness or the need for isolation per state mandates and/or furloughs which is seriously affecting all aspects of business.Everyone is feeling the effects of this pandemic. Please be assured that we are doing the best we can with the available resources.

Dear BBB Customer Relations;

We have completed the investigation of Ms. ********************* regarding his dissatisfaction with
The delay on the fulfillment of his order from Parts Direct Website.

Upon investigation, our records showed that the part was on backorder from the manufacturer.
Unfortunately, we have no control over the delay by the manufacturer.

Per **************** request, the order was canceled. The refund for order C800932 has been issued back to her card ending on ****for the amount of $15.00 for shipping charges on January 30, 2023, for the shipping charges and another refund for $86.99 on February 5, 2023. For the part. The other part was shipped under tracking number 1ZA155T30334852632 and delivered on February 2, 2023. On Order E711765 the refund for shipping of $15.00 was issued on January 31, 2023 and the part for $139.36 on February 5,2023.She should be aware that it could take her card issuer anywhere from 1-5 business days to post that refund to her account depending on their policies governing refunds, and if she has not received it within that timeframe she is welcome to email me for assistance at ****************************************************. With that being said, since we did provide ************** with her requested resolution, we have closed our file.

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

Sincerely,
*************************
Regulatory ******************************************************* Corporation
Initial Complaint
Date:02/03/2023
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.
Complaint taken over phone by H363137**3238313831H representative BA.Consumer has service protection on her H313236**343235363737Hs. She has been having trouble with her refrigerator freezer. since 2013. They have been out around 100 times since then for repairs. A repairman was here on 2/3/2023 because the icemaker that had been replaced was making a knocking noise and the food was not being kept cold. She was told by the tech that he can&#**;t do the repair because it wasn&#**;t covered. by her contract.
Business Response
Date: 10/12/2023

October 12, 2023

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

Reference File # ******** *********************************************** BBB Customer Relations:

We have completed the investigation of **************** complaint regarding her dissatisfaction with the multiple repairs on her refrigerator; and her request for a replacement through her protection agreement.

Before going further, we would like to note that **************** held a Repair Protection Agreement (***) on the refrigerator and it expired on November 23, 2022; and she did not renew the coverage. The *** covers parts and labor on the refrigerator, and the unit will be replaced only if parts are no longer available, or if the product is deemed non repairable. We reviewed the service order related to the refrigerator and found that the technicians have reported since 2017 that **************** is overloading the freezer which is causing continuous issues such as broken rails, broken drawers, etc.Overloading the freezer is also causing for the door not to properly close causing additional issues for the ice maker and cooling issues. We would also like to note, that there are several times that **************** refused service.

Just last year on June 3, 2022 the tech noted that the ice maker was not working, but **************** refused service. She later requested service again and the ice maker was installed on July 26, 2023. Unfortunately, she reported that the ice maker was still not working and the tech returned on August 5th. The tech noted that the freezer was overloaded (again), and the rails were broken and he ordered another ice maker; the repair was completed on August 17th. However, **************** continued to report an ice maker issue and requested service again and the technician returned on September 9, 2022. The technician found that the ice maker was functioning normally; he instructed **************** to remove excess food from freezer preventing door from closing.

That same day on September 9, 2022, **************** called again about the ice maker. We scheduled service several times, but she refused to accept the assigned technician and requested a different technician. Arrangements were made to send a different technician to assess the refrigerator. On November 30th, the technician found a broken crisper drawer and door not sealing. The technician ordered a gasket, tray assembly, cover, and a door stopper; the repair was completed on December 16, 2022. On February 3, 2023 **************** requested service again and was informed that she no longer held coverage; the technician noted that she insisted that she had coverage, but it was confirmed that she did not. As previously stated, the *** on the refrigerator expired on November 23, 2022. **************** continued to request service claiming it was the same issue. As a good-will gesture, we sent the technician on February 14, 2023 to assess the refrigerator again at no charge. The technician reported that the refrigerator/freezer were overloaded which was not letting the door close properly. Also, the fresh food bin rollers, and other parts were broken due to overloading. **************** has been abusing/misusing the refrigerator for several years. We would like to note that several of the repairs completed on the refrigerator should not have been covered by the *** since the technicians were reporting the abuse/misuse.

**************** continues to request service claiming she has coverage, and the service orders have been cancelled. If **************** would like to schedule service for the refrigerator, she will be responsible for the cost of parts and labor. She can contact me directly to schedule service for the refrigerator. With that being said, since we have addressed the issue brought forth in **************** complaint, we have closed our file.

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

Sincerely,

***************************
Regulatory Complaints Specialist
Initial Complaint
Date:02/03/2023
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.
We have been dealing with this problem since August of 2022. We have an extended warranty on a dishwasher which is broken and they cant find parts to repair it. They have agreed to replace it. We went through the process of registering with them. Their call center is in India and they always tell us we will get an email in 24 to 48 hrs but it never happens. The phone number we have to call is **************. Option 3, Option 4 to talk to a person.
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 Mr. ******** complaint and his dissatisfaction that the dishwasher was not repaired in a timely manner.

First, we would like to apologize for any inconveniences or frustration Mr. ******** may have experienced in this matter. The satisfaction of our members and customers is our top priority. We do not take these matters lightly and we sincerely regret any difficulty he may have experienced as a result of this issue. Upon receiving his complaint, we discovered the dishwasher has been approved a replacement under the agreement for $830.00. This amount is included in the delivery charges, haul away of old one and installation of the new one. With this being said, since it was our understanding the replacement dishwasher resolved his complaint we have ask to matter close.

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

Sincerely,

***********************
Regulatory Complaints Specialist
Email: ******************************************************************************
Initial Complaint
Date:02/03/2023
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.
In June 2022 my Kenmore fridge stopped working so I called Sears to have someone diagnose the problem. Sears sent a tech from ******************* and it turned out that compressor failed. I was told that Sears replaces this with no cost. Needed components had been ordered and after multiple cancellations from A&E on Oct 19,22 different technician told me that I'm missing filter dryer that is crucial to complete compressor replacement and also I need to order electronic control panel which might need replacement and that would be pending after compressor switch but paid in *********** charged for filter, panel and work $772.59. He assured me that if additional parts and work is not needed I will receive a check from Sears minus filter charge which was $97.74.After getting filter via mail my next visit was from different technician on Nov19,2022 and repair was done. Nothing else had to be replaced and when I questioned charges that were pending he informed me that I was overcharged, he would make adjustments and refund check from Sears I will receive in 2 weeks. He gave me his cell phone # which afterwards never answered, because my fridge soon after service started making rattling noises. With holidays coming I got local repairman to check and what he discovered was dryer filter with still rubber caps by the compressor and not installed! That was vibrating as compressor kicks in and making noise. Feeling cheated on the service provided and not receiving $$ for pending charges I sent inquiry to nschelp@searshc with supporting documents and received reply that all charges were valid!! The only reason I paid upfront was that it was SEARS...company I could trust and with holiday time I wanted my repair to be done asap! I feel I was scammed for significant amount of money.
Business Response
Date: 03/23/2023
See Attached
Customer Answer
Date: 03/23/2023

Complaint: 19326862

I am rejecting this response because: Filter dryer was supposed to be replaced along with compressor. Filter($97.84 paid by me)was found next to compressor uninstalled. I still have it. My refrigerator works but is loud when compressor kicks in; I don't know if that is related and if lack of filter being reinstalled compromises performance and durability of new compressor. I have not received $350 check yet but since I paid in October 2022 $763.64 for their service and part of that was not done I don't consider their service as complete.

Sincerely,

*************************************
Business Response
Date: 03/30/2023

March 30, 2023

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

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

Unfortunately, due to extraordinary circumstances surrounding COVID-19 we have seen delays in all areas of customer and technical service. We are also experiencing a shortage of staff and service techs due to furloughs, the illness or the need for isolation per state mandates and/or furloughs which is seriously affecting all aspects of business. Everyone is feeling the effects of this pandemic. Please be assured that we are doing the best we can with the available resources.
Dear BBB Customer Relations;

We have completed the investigation of Ms. ********** complaint regarding the extra charges on the repairs of her refrigerator.

We have received the rebuttal for **********************, and if she can rovide a copy of the receipt from the company that performed the repairs, we can reconsider and review her claim. With that said, since we did provide Ms. ************* her requested resolution, we have closed our file.

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

Sincerely,

*************************
Regulatory Complaints Specialist

Customer Answer
Date: 03/31/2023

Complaint: 19326862

I am rejecting this response because: I'm not sure if todays response is a duplicate since a week ago I already sent my rejection letter. My stand is that replacement of compressor involves filter dryer replacement at the same time. Filter dryer which was ordered for repair and paid by me was found inside refrigerator unattached with rubber tips still on it. My refrigerator works but is loud when compressor kicks in and that my be co-related factor. I worry that it might compromise function of the unit in the long run. I would like technician to finish service which I paid for.

Sincerely,

*************************************
Business Response
Date: 04/13/2023

April 13, 2023

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

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

Unfortunately, due to extraordinary circumstances surrounding COVID-19 we have seen delays in all areas of customer and technical service. We are also experiencing a shortage of staff and service techs due to furloughs, the illness or the need for isolation per state mandates and/or furloughs which is seriously affecting all aspects of business. Everyone is feeling the effects of this pandemic. Please be assured that we are doing the best we can with the available resources.
Dear BBB Customer Relations;

We have completed the investigation of Ms. ********** complaint regarding the extra charges on the repairs of her refrigerator.

We have received the rebuttal for **********************, and as we requested before, if she can provide a copy of the receipt from the company that performed the repairs, we can reconsider and review her claim. We cannot send another technician at this time if another company worked on the refrigerator. With that said, we have closed our file.

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

Sincerely,

*************************
Regulatory Complaints Specialist

Customer Answer
Date: 04/14/2023

Complaint: 19326862

I am rejecting this response because: I have received $350 refund although it was not itemized. Since my refrigerator produces louder then regular humming noise I question successful repair. Local repairmen opened back cover and retrieved uninstalled filter dryer and didn't do anything else telling me that vibration of copper filter was causing abnormal noise. Compressor noise still persists, not as loud but abnormal and filter dryer is still not installed but paid by me for the labor and part itself. I need someone to finish the job and I would like itemized $350 refund, thank you

Sincerely,

*************************************
Business Response
Date: 04/27/2023

April 27, 2023

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

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

Unfortunately, due to extraordinary circumstances surrounding COVID-19 we have seen delays in all areas of customer and technical service. We are also experiencing a shortage of staff and service techs due to furloughs, the illness or the need for isolation per state mandates and/or furloughs which is seriously affecting all aspects of business. Everyone is feeling the effects of this pandemic. Please be assured that we are doing the best we can with the available resources.
Dear BBB Customer Relations;

We have completed the investigation of Ms. ********** complaint regarding the extra charges on the repairs of her refrigerator.

We have received the rebuttal for **********************, the refund for the $350.00 was a refund for labor as a courtesy, in regards to have another service, and the last repairs are now out warranty. We can scheduled a new service call, however, she will be charge for the trip charges. ********************** on her rebuttal has never says that the refrigerator is not cooling at this time,so we need to knoe specifically what type of issue the unit have at this time. With that said, we have closed our file.

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

Sincerely,

*************************
Regulatory Complaints Specialist
Initial Complaint
Date:02/03/2023
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.
Ordered item from Sears.com (now owned by Transform Holdco). Item received was not as described, so I should have gotten a full refund, including shipping, per their policy. However, their customer service is non-existent, and their links either do not work or are circular references. No phone number for Sears. I sent my return over a week ago and have not heard from the company since nor received any money back (spent $18 on return shipping). This is clearly a scam and should be investigated.
Business Response
Date: 04/10/2023
April 10, 2023

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

Re: ******** *************************

Dear BBB Customer Relations,

We have completed the investigation of **************** complaint regarding his online order experience.

As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that *** be used to select only Sears items or to narrow the results returned from an item search.

It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the sellers pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website.

With that said, our records indicate that ************** placed an order with a Third Party Marketplace vendor, not Sears. In **************** case, the ** Cover was fulfilled by ******************** located at *****************************************************, Email: ************************************ and telephone number ************. The ** Filter was fulfilled by first choice parts located at *********************************************************************************, Email: *************************** and telephone number ************.We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For **************** records, we have included our disclaimer below:

Third Party Advertisements and Links to Third Party Sites
We *** display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein.

Placing an Order
Some products offered through the Sears Site *** be fulfilled by third-party sellers, such as Sears Marketplace items. Third-party/Marketplace sellers' shipping and delivery policies *** differ from those offered by Sears.When ordering a product sold by a third-party or Marketplace seller, you should check their page for details on their shipping and delivery policies. Sears is an agent of third-party/Marketplace sellers for the sole and express purpose of receiving funds as payment for their merchandise sold on the Sears Site, and transmitting those funds to the third party/Marketplace seller. You agree that Sears' receipt of funds on behalf of a Marketplace seller is tantamount to receipt of the funds directly by the Marketplace seller, even if such funds are not subsequently remitted to the Marketplace seller for any reason; when you tender payment to Sears for third-party/Marketplace merchandise, you have fulfilled your obligation to purchase such merchandise.

You should contact third-party/Marketplace sellers directly via the contact information provided for any inquiries or customer service issues related to their merchandise, such as returns, or warranty issues. As payment agent, Sears will refund any money to you for returns of third-party/Marketplace merchandise via the payment method used to purchase the merchandise, after we receive notice from the third-party/Marketplace seller that you have returned merchandise to them in accordance with their return policy.

Returns and Cancellations
Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details.

After researching the order,Sears Online records show that a credit was received via a chargeback. In closure, we have noted **************** concerns and 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
Customer Answer
Date: 04/18/2023

Complaint: 19314212

I am rejecting this response because:
This is not resolved. Their website does not work, so you cannot communicate with the seller through there. The seller never refunded me, despite me emailing them. I don't see how Transformco's response addresses my problems with their website, customer service, or the fact they did not follow through on their own policy for receipt of a wrong item. I lost $105 to their dishonesty.

Sincerely,

*************************
Business Response
Date: 05/05/2023
May 5, 2023

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

Re: ******** *************************

Dear BBB Customer Relations,

We have completed the investigation of **************** complaint regarding his online order experience.

As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that *** be used to select only Sears items or to narrow the results returned from an item search.

It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the sellers pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website.

With that said, our records indicate that ************** placed an order with a Third Party Marketplace vendor, not Sears. In **************** case, the order was fulfilled by ***************, Inc.located at ******************************* Hyde Park, ** *****, Email: ************************************ and telephone number ************. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site.For **************** records, we have included our disclaimer below:

Third Party Advertisements and Links to Third Party Sites
We *** display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein.

Placing an Order
Some products offered through the Sears Site *** be fulfilled by third-party sellers, such as Sears Marketplace items. Third-party/Marketplace sellers' shipping and delivery policies *** differ from those offered by Sears.When ordering a product sold by a third-party or Marketplace seller, you should check their page for details on their shipping and delivery policies. Sears is an agent of third-party/Marketplace sellers for the sole and express purpose of receiving funds as payment for their merchandise sold on the Sears Site, and transmitting those funds to the third party/Marketplace seller. You agree that Sears' receipt of funds on behalf of a Marketplace seller is tantamount to receipt of the funds directly by the Marketplace seller, even if such funds are not subsequently remitted to the Marketplace seller for any reason; when you tender payment to Sears for third-party/Marketplace merchandise, you have fulfilled your obligation to purchase such merchandise.

You should contact third-party/Marketplace sellers directly via the contact information provided for any inquiries or customer service issues related to their merchandise, such as returns, or warranty issues. As payment agent, Sears will refund any money to you for returns of third-party/Marketplace merchandise via the payment method used to purchase the merchandise, after we receive notice from the third-party/Marketplace seller that you have returned merchandise to them in accordance with their return policy.

Returns and Cancellations
Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details.

After researching the order,our records show the seller was in communication with ************** regarding his request and return. The online team is verifying if a chargeback was accepted or not. Should ************** have any questions, he *** contact ** at *********************************************************** the interim, we have noted **************** concerns and have closed our file pending a response from the Online Team.

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:02/02/2023
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.
Sears home services has taken my money to renew my refrigerator warranty. In 10/2022 I contacted them to come out because my refrigerator alarm is broken, it is on at all times. It does not shut off. They sent a repair man, they said the part would be available in 1 months time. We have called over and over again getting run around and they have not fixed it as of the date of this report 2/2/2023. It has been over 4 months and they have not fixed the alarm on our refrigerator. We call their service number and time after time they say they dont know why it is taking so long.
Business Response
Date: 03/02/2023
March 2, 2023

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

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

Dear BBB Customer Relations,

We have completed the investigations of Ms. ******* complaint and her dissatisfaction that the refrigerator was not repaired in 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 refrigerator in question is under the name of *************************. **************** failed to disclose this in her complaint. Upon receipt of her complaint, we discovered the part needed to complete the repair was not available from the original manufacturer and from another vendor. We made a decision to replace the refrigerator under the agreement for $2862.00. This amount is included in the delivery charges,haul away of the old one and installation of the new one. We sent an email to **************** and provided her the authorized amount and with the replacement information.Since, it was our understanding the replacement refrigerator resolved her complaint we ask to have this matter close. Should she has any additional question or concern she can contact me directly via email.

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

Sincerely,

***********************
Regulatory Complaints Specialist
Email: ********************************************************************************** us why here...
Initial Complaint
Date:02/02/2023
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.
Oct 26,2022 date of service on washing machine Options given were replacement of machine valued at approximately ******, or check replacement. We opted check replacement to apply to machine of choice. Were told we would receive the check within **** business days. We waited the 10 business days, no check. We contacted them and advised we didnt receive the check. They stated, they will cancel the check and resend. It will take **** business days. Again no check. Next phone encounter was a problem with the address. Next encounter after waiting again **** business days, no check. Im tired of contacting them it seems like a joke to them. They owe us approximately ****** because they charged the service fee ***** twice. Please help us to get our money back. We have since canceled our contract.
Business Response
Date: 03/30/2023
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.

At this time 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 Mr. ******** 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 Mr. ******** issue we have entered this information to close this out on our end as there is nothing further we are able to do since we do not administer the contract.

Sincerely,

*******************************
Regulatory Complaint Specialist
**********************************************************
Customer Answer
Date: 04/06/2023

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:02/02/2023
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.
We bought a SEARS Protection Agreement (Extended Warranty Agreement) from SEARS HOME SERVICES on 9/8/20022, Contract No. ************** covering ten home appliances, Which includes a faulty KENMORE washer and dryer. The washer would stop after 20 minutes in the cycle showing a code 5UD and we had to start a new short cycle. The dryer does not dry the clothes after 41 minutes of drying and needs further two 'Touch Up' of 20 minutes.The first technician '******* attended around January 19th, 2023. He checked the filter for blockage and said the machine was fine. But he would not deal with the dryer and he claimed that this was a job for the maintenance guy. He was rude and left without resolving the issue of the dryer. As we used the washer for another load, the same problem as the machine stopped working with the same code. Another appointment was made with the maintenance technician who attended but again would not even touch the dryer saying that he would arrange another appointment for another technician to deal with this matter. He never explained to us the reasons for not doing maintenance of the dryer, for the reason that appointment was made. The next appointment was made on 26th January between 8 AM and 5 PM and nobody attended. We never were informed of this failure to attend! We called Sears Extended Warranty department again and were told that they did not have any technicians on 26th January so made the appointment on 30th January. The technician called *** attended, spent 10 minutes in total, would not clean/service the dryer, extremely rude behavior, and left. All these three technicians were from ********** REPAIR SERVICE and failed to resolve the problems with both machines. The general behavior was unprofessional and unacceptable. SEARS should not pay this company any money, as they refused/failed to resolve the issues.
Business Response
Date: 02/24/2023
February 24, 2023
Customer Relations
******* **********************
330 ****************, Suite #****
*******,******** 60611

Re: *************************** ******
       File Number 18964412

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

We have completed the investigation of ****************** complaint regarding the problems she encountered with the Kenmore washer and dryer repair.

Upon receiving ****************** complaint we contacted the local service unit for assistance. Our records indicate that the technician completed the washer and dryer repair on January 30, 2023. The technician notated multiple cycles was ran and found no issues with the unit, tested okay. The technician also notated that the dryer has no issues what so ever, even clean from inside, tested okay. Since we have confirmed the repairs were complete, we have closed our file.
We apologize for any problems or frustrations that **************** may have experienced with ***********************. We appreciate the opportunity to address the matter.
Sincerely,

***************************
Regulatory Complaints Specialist
******************************************************
Customer Answer
Date: 02/28/2023

Complaint: 18964412

I am rejecting this response because:
The matter is not resolved. The second technician asked us to vacate the room as technician would attend and open the machine. We are still having issues with the washing machine and clothes does not dry as those should! By denying the issues does not solve the problem. AE technicians are lazy, incompetent and dont want to work. On the top of it they are rude and disrespectful. The essence of any maintenance contract is to honour its spirit and resolve the issues. By denying the issues inappropriately reflect poor service.
Sears should send some competent technicians from a different company to resolve the issues.
Sincerely,daw
Business Response
Date: 03/02/2023
March 2, 2023
Customer Relations
******* **********************
330 ****************, Suite #****
*******,******** 60611

Re: *************************** ******
       File Number 18964412

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

Upon receiving ****************** complaint we contacted with her via her email at ****************** on March 1, 2023. Due to her statement in the rebuttal, the washer and dryer were not repaired and not working, we offered to schedule an appointment for the washer and dryer. Once **************** responds to the email provided to her, we can move forward the reschedule.
We appreciate the opportunity to address the matter.
Sincerely,

***************************
Regulatory Complaints Specialist
******************************************************
Initial Complaint
Date:02/02/2023
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 contacted Sears on 11/17/2022 to fix my washing machine. They sent out a repairman. The repairman needed some springs. The parts he needed they did not send out. On his second return to fix the washing machine, they still did not send the parts. He called them and they said that they no longer have those parts. He had to search for the parts and found them. I told him I did not want any used parts on my washing machine. So now I am calling them to ask them when they can fix my washing machine. I have to wait until Feb. 10, 2023. I asked them about a rental and they told me I can rent a washing machine and send them the bill. I told them you probably would not send me the money back because they are not compensating me in any other way. This machine was bought brand new from Sears, front loader. This is not my first time buying a washing machine from Sears. I never had this problem before in getting repairs.
Business Response
Date: 03/29/2023
March 29, 2023

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

Re: ******** ***********************

Dear BBB Customer Relations:

This letter will acknowledge receipt of the above referenced customers follow up complaint, which was referred to our office for response.
This matter has been forwarded to the appropriate Sears unit for investigation. Upon completion of our investigation, your office will receive a response to confirm resolution of the complaint. Please feel free to contact me if you have any further questions or concerns.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.

*******************
Regulatory Specialist, Regulatory Complaints
imx integrated member experience
Initial Complaint
Date:02/02/2023
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.
Charged with no services tendered. They schedule appointments and then cancel them. They continue this cycle over and over.
Business Response
Date: 03/21/2023
BBB Customer Relations
**********************
******************************************* #****
*******, ** 60611

Re: ******** ***************************

Dear BBB Customer Relations,

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

************** didnt provide much details for ** to address any specific issue. We did find that all services were canceled as well as the *** she purchased and refunded.

Its unfortunate we were not able to meet Ms. ****** schedule for service. We will be happy to review any receipts ************** may have to confirm she was charged for service otherwise we have closed this case.

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

Sincerely,
********************************
Regulatory Complaint Specialist
**********************************************************

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