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:02/02/2023
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 scheduled a service appointment to replace the igniter on my oven, only for the technician to arrive over 5 hours after the 8am-12pm appointment window. I was instructed to call the customer service line of ********************** Home Repair in order to see what adjustments could be made, only to get repeatedly transferred, and my issue to not get resolved.
Business Response
Date: 02/21/2023

February 21,2023

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

File # ******** *********************

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. Lewis complaint regarding her dissatisfaction with the delay on the technician to arrive to her home for service.

We do understand that there are times where ************** are delay on another call,also the driving distance to some members locations. Technician was an hour away from ************** home completing another job and that caused a delay. Unfortunately he arrived late, however, he complete the job.

Technician arrived, and provided ************** with an estimated for the repairs of her oven. So we fulfilled our part on provided the estimate. In regards of the charges,************** is responsible for the bill on the trip charges. With that being said,we have closed our file.

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

Sincerely,

*************************
Regulatory Complaints Specialist
Customer Answer
Date: 02/25/2023

Complaint: 18970431

I am rejecting this response because:the technician was scheduled to arrive at my home between 8am-12pm, but arrived after 5pm with no call with an update

Sincerely,

*********************
Business Response
Date: 03/01/2023
March 1, 2023

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

File # ******** *********************

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. Lewis complaint regarding her dissatisfaction with the delay on the technician to arrive to her home for service.

We have ************** rebuttal, and we do not find that she has brought any new information to her complaint. While we understand that she was dissatisfied with the service she received, we are unable to ***** her request for compensation the fact remains Technician arrived, and provided ************** with an estimated for the repairs of her oven.So we fulfilled our part on provided the estimate. In regards of the charges,************** is responsible for the bill on the trip charges. With that being said, we have closed our file.

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

Sincerely,

*************************
Regulatory Complaints Specialist
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.
Back in November of 2022 I chatted with Sears **************** about my broken "lifetime guarantee" tool. That person approved my claim and said that an e-gift card would be issued in 3-5 business days. THE PROBLEM is that after the five days, I never received the gift card. So I called back/ chatted and explain the problem all over again. After doing this four to five times, I was requested to provide a different email addresses because that customer support rep was able to see that the gift cards were approved but never used.I have done this at least seven times now and have yet to get my e-gift cardThis seems to be a scam and all that I get is the runaround.
Business Response
Date: 03/14/2023

March 14, 2023

Better Business Bureau
Customer Relations
330 *****************************************************************************

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

Dear BBB Customer Relations:

We have completed the investigation of ******************** complaint regarding his dissatisfaction with the delay in receiving the gift card for the warranty claim he filed for the Craftsman tool.

Firstly, we apologize for any inconvenience or frustration that ****************** may have experienced. We reviewed the case notes related to the gift card and confirmed that the initial gift card was emailed on November 7, 2022 to the email address listed on the complaint. ****************** contacted customer service multiple times that he had not received the gift card. The records show that the gift card was cancelled and reissued multiple times; 12/13/22, 1/11/23, 1/19/23, and again on 2/1/23.

We contacted ****************** and he confirmed that he had not received the gift card. Due to the issues ****************** encountered receiving the gift card, we offered to issue Shop Your Way reward points to his account instead of another gift card. On March 14, 2023 the gift card was cancelled and we issued $25 worth of reward points to ******************** account; the points are available to use as of today. 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

Customer Answer
Date: 03/15/2023

Better Business Bureau:

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

Sincerely,

*************************
Initial Complaint
Date:02/01/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been trying since December 7th to get my refrigerator repaired by Sears Home Services. -On December 14, they charged my credit card $628.88 for parts and services.-Their appointments are for anytime between 8 a.m. and 5 p.m., meaning you have to be available to remain home all day if needed. This is fine, if they show up, but typically they cancel and often not until early to mid afternoon or later. They cancelled my appointments on the day of (with no explanation) on the following dates:December 8, December 9, December 12, December 30 (On this date, they canceled without even notifying me and when I called, they told me it was because my parts had not been delivered to my address yet, even though no one called to ask if they had arrived and they had arrived over a week ago). Then they refused to rectify their mistake and schedule anything sooner than 10 more days out. Other cancelation dates were: Jan. 19, Jan. 20, and today, Feb. 1st (today they did not even notify me of cancellation; they just never called and never came. It's actually still listed on the website that they are coming today between 8-5 p.m. even though it's now 10:15 p.m. and I have not heard from them yet).In addition to all the cancelations, twice they came out (1/10 and 1/24) to do fix the refrigerator and said they had ordered the wrong part at the prior visit and could not fix it.I have rearranged my schedule to be home for their appointment at least 7 different times that they canceled mid or late day, and I still cannot use my refrigerator (which is only 2.5 years old) after dealing with this company for 8 weeks now. Every time I have contacted them by phone about the latest issue, they apologize, thank me for my concern and then do nothing at all. When I ask to speak to a manager about getting an immediate resolution, they tell me it is not possible. I have never had an experience with a business ANYWHERE near this bad and I want a full refund from them immediately.
Business Response
Date: 02/23/2023
February 23,2023

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

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

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 ****************** complaint regarding the problems she encountered with the repairs on her refrigerator.

First, we would like to apologize to ********************* for failing her expectations. We do not take these matters lightly and we sincerely regret any inconvenience she may have experienced as a result of this issue.

Upon receiving ****************** complaint, we reviewed the notes in our service regarding her refrigerator repair. Since it appears that the repairs were not successful, we submitted a refund request for $480.15 on February 23, 2023.The trip charges are not refundable, We would note that it can take 2-3 weeks to receive the check and if she has not received it within that timeframe she is welcome to email me for assistance at ***************************************** With that being said, since we did provide **************** with her requested resolution, we have closed our file.

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

Sincerely,

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

Customer Answer
Date: 02/23/2023

Complaint: 18968766

I am rejecting this response because:
-We are not in agreement with paying the diagnostic fee plus taxes when the diagnosis made was not even correct (i.e. the wrong parts were ordered).
-Additionally, a company that cares about the fact that they put their customer through 2+ months without a working refrigerator, plus the inconvenience of rearranging our schedules to be home for a technician to come anywhere between 8-5 p.m. at least 7 different days when they ended up cancelling (in one case, without ever even letting me know) would do something to remediate the problem, such as provide a full refund, for the ridiculousness they have put us through.
-The refund of the $480.15 is not a remediation or attempt to show us they care, rather an acknowledgement that since they never fixed the refrigerator, we don't need to pay for it. We are asking for a remediation that shows the company is actually sorry for all the inconvenience, all of our wasted time trying to deal with them over the phone, all of our rearranged scheduling only for them to cancel on us day after day, the misdiagnosis of the issue, the misordered parts, etc, etc..
-We have never before complained about a company, on BBB, elsewhere or to a company. But this experience from start to finish has been 100X worse than any dealing with any company we have ever had. We deserve a full refund and will not drop the case with the BBB without one.
Thank you.
Sincerely,

***************************
Business Response
Date: 03/01/2023
March 1, 2023

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

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

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 ****************** complaint regarding the problems she encountered with the repairs on her refrigerator.

First, we would like to apologize to ********************* for failing her expectations. We do not take these matters lightly and we sincerely regret any inconvenience she may have experienced as a result of this issue.

As a courtesy, we have provided a refund for the fee for services rendered. A refund in the amount of $148.73 was processed on March 1, 2023, we would note that it can take 2-3 weeks to receive the check and if she has not received it within that timeframe she is welcome to email me for assistance at ***************************************** With that said, since we did provide **************** with her requested resolution, we have closed our file.

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

Sincerely,

*************************
Regulatory Complaints Specialist
Initial Complaint
Date:02/01/2023
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.
They keep rescheduling me for an appointment to repair my Kenmore washer. I never get a live person to talk to about the repair. I have given them my credit card information. I scheduled with them about 3 times. I&#**;m missing out on my work because their window of showing up to repair is from 7am - 7pm. They were not supposed to process anything until the repair work was done. They came in 2018 to repair my washer.
Business Response
Date: 04/10/2023
April 10, 2023

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

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

Dear BBB Customer Relations:

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

After researching the service history, we found a canceled service order. We apologize for any inconvenience experienced during the initial attempt to receive repair. Should **************** still required assistance,she may contact ********************************************************* the interim, we have noted ****************** concerns and have closed our file.

We apologize to **************** for any inconvenience she has experienced and 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:02/01/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a Kenmore refrigerator from Sears in ********* ************* in October of 2018. The refrigerator was expensive as is, then I paid another $1500 for an extended warranty. On the 28th of January I just spent $342 food shopping. I noticed my items were not staying cold in the refrigerator part and my freezer was creating a lot of frost to the point my meats were filled with ice inside the packages. I called the Sears store and was informed that a repair technician would come out on the 1st of February. So I had to wait 4 days. I said all of my food would be bad by then and was told I could file for up to $300 for food replacement. I kept trying to go on the site to file and the site was not working appropriately. So I called back and finally spoke to a representative who said I cannot file until the repair technician comes. So I threw my items away and have been buying ice and putting it in a cooler to save breast milk and regular milk and dairy products as best as I could. The repair tech came on the 1st of February. He informed me that the motor wasnt working and the sensor. He said he did not have the parts so it would take at least a week or more to get them. He also said to least my refrigerator unplugged for 24 hours so it would defrost. I said that I cannot be without a refrigerator for another week plus. He said that they were having problems getting parts so there was nothing he could do. I am on SS Disability and do not have the money to keep buying ice and food. I was told to call Sears back to see what could be done. I called back and said I wanted to file for the food reimbursement and to see if I could get another refrigerator cause this was unacceptable. I was told they would give me $215 to buy a small refrigerator. Then she came back on the phone and said $115 they allow for a small fridge. ** said it takes up to 7 to 21 days to receive a check. I said that is along time to wait she said to buy it and wait for the check. I DO NOT HAVE IT.
Business Response
Date: 03/01/2023
March 1, 2023

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

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

Dear BBB Customer Relations,

We have completed the investigations of ****************** complaint and her dissatisfaction that the food loss refund and other concessions provided was not received in a 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. Our record shows on February 2nd a small item reimbursement was processed for $115.00. On February 8th it also shows a refund was processed in the amount of $300.00 and another refund was processed for her in the amount of $50.00 on February 20th. While we understand her frustration we do not have control when accounting sends out refund checks. Regarding her request for replacement,under the terms and condition of the agreement the refrigerator is not qualified for a replacement. With this being said, since we show the refunds has been processed and addressed her concerns we have closed out 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:02/01/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 12/28/2022 i called for a home service on my GE refrigerator. The freezer was not keeping a cool temperature and the area between the fridge and freezer was hot when touched. I had an appointment set up for 12/29/22. My oldest daughter (21yrs old) was home. I told her to stay in the kitchen and call me and watch why hes doing, as hes was a stranger in our home. The tech arrived i spoke with him on the phone. Hd my daughter sign a damage waiver after scratching the gram my fridge is set into. Then told he she didnt need to watch him. He also works his muddy shoes though my house and left screws on my kitchen floor. He stated i needed refrigerant put into my fridge and that was the only issue. Charged me for cleaning the back of my fridge even though i already cleaned the area the day prior to calling to schedule an appointment. Supposedly added refrigerant and i was charged a total of $419.87. After stirring home from work that did not fix the issue. I called Sears and they wanted to send the same tech to my house again but stated they wouldnt be able to get anyone to my house for a while again. I refused the same tech and informed them i needed someone sooner and called someone else for the repair. As i explained the issue to the new repair person, without even looking at the fridge, he stated it sounded like a fan needed to be replaced. Turns out it was a fan and have since the fan repair have not had any further issues. Ive contacted Sears twice since 12/29/22, requested a refund both times and have not received any type of response back after filing both complaint and requesting refund.
Business Response
Date: 03/06/2023
March 6, 2023

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

Reference File # 18964221 *******************************

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 completed the investigation of Ms. *********** complaint regarding the repairs she received from our technician and her allegation that it was not fixed.

We do understand that there are times where our technician might misdiagnose an appliance repair. After all, there is always a chance of human error. However,a business like ours that provides service of this nature is unable to just have someone verbally tell us that a repair did not work or that there was a problem with it, and then receive a refund. This could potentially create rampant fraud. As with other service type businesses, we generally require for a technician to verify any complaint. ************************ did not allow us to go back even do, the repairs have warranty for 90 days.

If she has something in writing that proves that the diagnostic was wrong and doesn't needed any cooling in the refrigerator and that documentation notes that it was not working, we would accept that in lieu of our own inspection. If we are able to confirm, then we would be happy to refund ************************. If she has documentation, she can email it to me at **************************************************** . If she would like to make arrangements to send another technician out, then she is welcome to email me to let me know. In the interim, since we are willing to issue a refund as long as we receive something verifiable to support ************************ contention that the technician gave an incorrect diagnosis, we have closed our file pending her response.

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:02/01/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchase my appliances with Sears and have a Sears Protection Agreement. In the beginning of November 2022, my washer went out. This is the history of how the situation has been handled. 1) evaluation performed & parts ordered @ 1st visit 2) same technician returned and ordered more parts that he should have ordered the first time. Attempted to restore washer, but was unsuccessful 3) different technician was a no show/ no phone call 4) a new technician came and decided that the washer was economically unrepairable and said he would just get me a new washer without attempting to repair the washer himself even though the parts were at my home. He said he was done with the washer. I begged him to put the parts on but he didnt know what he was doing. He messed up the paperwork for a new washing machine causing an extended delay in processing. His supervisor refused to sign for us to get a new washer. Paperwork was caught in limbo until they finally denied the technicians claim. His supervisor refused to give us a new washer and didnt care how much it cost Sears, so they rescheduled a new appointment. The technician who came the 1st two times, came for an evaluation as directed by the benefits section making this his 3rd time; he ordered new parts. 5) tomorrow is February 1st, and we still dont have our washer repaired or replaced. We found out recently that they scheduled to come out on 2/2/23, ordered what looks like the entire guts of the washer, had them delivered to our home, and they canceled their appointment because theyre saying that they dont have a technician in our area. 3 months from the 1st call and still no results. They offered $50 to replace 3 months of laundromat expenses which we never received. Its an insult that this company practices this kind of treatment to its customers. How can they maintain a business. Many negative reviews are posted against this company.
Business Response
Date: 02/20/2023
February 20, 2023

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

Re: *******************************
File Number 18964220

Dear BBB Customer Relations:

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

We have completed the investigation of ************************* complaint regarding the problems he encountered with his washer.

Upon receiving his complaint, we contacted the local service unit for assistance. Our records indicate as of February 9, 2023, ************************ was authorized to receive a replacement washer valued at $900, and this is in accordance with the terms of his warranty, the Master Protection Agreement (MPA). ************************ can select a replacement at a Sears store and an agent can assist him with the replacement. If he does not have one in his area, he can select an item listed as Sold by Sears on Sears.com then contact the protection agreement office at ************ for assistance in completing the exchange. Per the Protection Agreement department the check for $50 was reissued and mailed to his address per the complaint on January 23, 2023.
Accordingly, we have closed our file.

We apologize to ************************ for the inconvenience he has experienced. We appreciate the opportunity to address this matter.

Sincerely,
***************************
Regulatory Complaints Specialist
******************************************************
Initial Complaint
Date:02/01/2023
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.
I placed an order W477042 and when I received the package it was missing a part that I ordered. It also had parts that I did not order. I called their call center and explained this to them. They agreed to *********** me for the part not delivered and I agreed to send them the parts I did not order back if they would email a shipping label. weeks go by so I call back. they said they see that a credit for the part delivered is in the system but has not gone through and that I should see the credit by the end of the week. I did not receive the credit. I contacted by credit card company Citi to charge back the amount of the undelivered part. Citi contacted Sears and Sears said I got what was ordered. **** declined my charge back. So now I am stuck letting anyone know that Sear Parts Direct is not to be trusted.
Business Response
Date: 03/02/2023
March 2, 2023

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

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

Dear BBB Customer Relations,

We have completed the investigation of Mr. Demonts complaint regarding the part missing on his Parts Direct order.

First,we would like to apologize to Mr. Demont for failing his expectations. We do not take these matters lightly and we sincerely regret any inconvenience he may have experienced as a result of this issue.

We have reach out to our Parts Direct Escalations department, and we been advised that
*************** filed a dispute with his bank institution and the monies were refunded to him for $35.00 by a chargeback on January 16, 2023. If another issue arise with the refund, Mr. Demont can contact me directly at **************************************************** with that being said we have closed our file.

We apologize for any problems or frustrations that Mr. Demont 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: 03/10/2023

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.
as they have finally refunded me the money for the undelivered part

Sincerely,

***********************
Initial Complaint
Date:02/01/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My issue is with Sears Home Warranty and Sears Home Services. I have a Kenmore Dryer that stopped working in November 2022 and have consistently stopped working in one capacity or another after the visit by the repairman. I also purchased the Series Home Warranty on that date. The series of events are as follows: * Nov 10 - repair visit, Order# ************, dryer was not turning fixed, but heat stopped after 1 day* Dec 6 - repair visit, Order# ************, heating fixed, then stopped after 2 ***************** Jan 23 - repair visit, Order# ************, heating fixed, cleaned vent to outside, stopped heating after 3 loads* Jan 31 - repair visit - rescheduled to Feb 20thPayments 11/10 - $311, (12/10 - $60, 1/10 - $60, monthly warranty) Sears does not seem to be able to fix the issue and keeps rescheduling the repair, costing us time and money. We are going with a new service provider but they are not respectful of the issue. Communication with company is very difficult as phone numbers to actual people are not listed, only automated messages. During this time, the 90 day window for fixing the issue for free was available. They canceled my last appointment so that it would out of the 90 day window. This dryer has not worked correct since the first repair on Nov 10. It all appears as bait and switch, they offer the service but never repair anything. We would like refund of the money spent if possible.
Business Response
Date: 03/30/2023
BBB Customer Relations
**********************
*********************************************** #****
*******, ** 60611

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

Dear BBB Customer Relations:

This letter will acknowledge receipt of the above referenced customers complaint.
This matter has been forwarded to the appropriate unit for investigation.
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 Complaint Specialist
**********************************************************
Customer Answer
Date: 03/31/2023

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. Although this complaint was filed, they cancelled the account and refunded a portion of the money. They have extremely poor customer service and I still had to cancel a rescheduled appointment that seems to be automatically set. Buyer beware with this service!!! Not the old Sears ************ from yesteryear....

Sincerely,

*********************
Initial Complaint
Date:02/01/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have a Sears Warranty Plan (********) which covers my Kenmore clothes dryer. In early December of 2022 the dryer would run but there was no heat. I called Sears Repair at ************ and went through an automated phone system process to set up a service request to fix the problem with my clothes dryer. I paid the contract deductible of $75.00 and a work order was established (SCCQB321F49A-1). In a few days I received a call from the service repairman and set up an appointment. The service repairman came to my home, cleaned my dryer of all lint and ordered parts that were needed to fix the problem. When I received the parts, the repairman came and installed them. The dryer started heating and the problem was resolved, until I tried to dry a load of clothes and the dryer no longer worked. I called Sears **************** at ************ and notified them that the dryer had quit working again (same day of repair) and the repairman came again and ordered a part and set up appointment to install it. The part was receive and installed. The dryer worked fine for several **************** and then stopped heating again. I called Sears **************** at ************, went through the automated system and notified them the dryer still did not work. The sent the repairman again and when he determined the part that was needed to fix the dryer was no longer available he said he would notify Sear Warranty that the part was not available and told me that if I didn't hear from them in a week to call them back and discuss what was the next steps. Then to my surprise a part was mailed to me stating that the repairman would be in contact with me to set up an appointment. I was totally confused and have been trying to contact the repairman and Sears **************** for at least three weeks now and cannot get through on the numbers that I had been using. The call is truncated and I never get to talk to a person. I don't know what else to do.
Business Response
Date: 03/17/2023

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 2021. 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 **************** 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

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I have been in communication with a Sears representative and we have reached a satisfactory agreement. Thank you for your quick response to my complaint.

Sincerely,

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

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