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 ComplaintThe 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:02/01/2023
Type: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: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,
***************************Initial Complaint
Date:02/01/2023
Type: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 to repair my gas range. A contractor was sent to my home and inspected the range and told me that he suspected that the problem was possibly caused by a mouse and that Sears forbade his working on it. Since Sears was unable to fix the range he informed me that I would not be charged for the house call. I of course was extremely disappointed because I need the use of the appliance. He also told me that I could cancel the warranty service anytime I wanted all I had to do was to call Sears to cancel. When I called to cancel I was shocked when informed that I COULD NOT cancel. What kind of business thinks that it can force you to purchase a service. I want the home warranty service cancelled and a cessation of all contact from SearsBusiness 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, **************** purchased his *** in April of 2022. The Warranty was canceled in January 2023 when he called to request it be canceled. If **************** has any additional request of questions about the cancelation of his *** he will need to address this with Cinch HomeSure as the obligor.
Our direct contacts at Cinch are committed to fairly resolving any issues but they will enforce the terms of the contract. If **************** feels they have not taken 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
**********************************************************Initial Complaint
Date:02/01/2023
Type: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.
Sears uses ******************* Repair for servicing my refrigerator. There has been a series of confirming and cancelling of appointments since February 2022 up until now. The compressor in this refrigerator has been replaced three times. Twice in 2021 along with other parts. This was done under the old contract number where I first purchased this refrigerator. The old contract number is ********** and it expired on 09/11/2022. I purchased this new appliance home warranty plan, ******** the same day the old one expired. On December 29, 2022, ******************** Repair replaced compressor number #3, along with an ************ FZ Evaporator Cover Assy, and filter dryer service valve. On 10/31/2022, they replaced the dryer with ** part. It did not work properly. On December 30, 2022, I called Sears Service Department immediately to let them know that after all new parts on December 29th were instatlled, the refrigerator completely shut down and it did not cool or freeze. On January 4, 2023, Sears sent out a Company called JD Appliance Repair. After checking out the refrigerator, which was not working at all, the technician told my husband and I that the refrigerator was unrepairable. He sent Sears all of the information. My order number for this repair is SCCR13347957. I called Sears to see what the next step was. I was told they were working on two options, one being another refrigerator or money towards another one. A week went by and I called Wednesday and was told to go online and email Support Services for Cinch Home Services, *** and email my complaint. It has been very frustrating not to have a working refrigerator all of these months, especially when money continues to be taken out of my account for the warranty. Please do something to resolve this issues as soon as possible. Thank you.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.
Sincerely,
*******************************Initial Complaint
Date:02/01/2023
Type: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.
The refrigerator went out 1-14-2023 and was reported the same day.Technician arrived 1-17-2023 and ordered parts 1-18-2023 Parts have still not been located today 2-1-2023 We have been told they have 10 business days to get the part or they have to give replacement allowance (I know replacement allowance will be 1/4 of what a new fridge will cost me but refuse to not get what I pay for with this service)I have tried to find the part myself extensively and told it cannot be obtained. I have let all 30 customer service reps I have spoken to know this.My father is 100% VA medically disabled and has medications needing to be refrigerated.I will be canceling this policy after this issue is resolved and doing everything in my power to let others know how shady they have become. They still operate under the "Sears" name but it means NOTHING to them or the service this new company fails miserably to provide. I have been under a "Master Protection Agreement" through Sears/Transform for over 10 years. THIS SERVICE HAS GONE TO NO SERVICE IN THE LAST YEAR. You call and sit on hold for 30 minutes in order to be transferred 7 times having to tell your story over and over again. My guess is that they want you to get frustrated and give up. My refrigerator/freezer has been out for 3 weeks now. I have been told that the parts are on order and have waited patiently. Nobody is able to give me updates on the part and I have even been told by several vendors that the part is no longer made or available. I was also told that after 10 business days they would authorize a replacement. Today is day 10 and now they have changed the story to 15.DO NOT DO BUSINESS WITH THIS COMPANY!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! Please forgive the grammar here, I'm frustrated and angry while typing this.Regards,Business Response
Date: 02/21/2023
February 21, 2023
BBB Customer Relations
**********************
330 ****************., Ste. #****
*******, ** 60611
Re: *************************
Complaint ID: ********
Dear BBB Customer Relations,
We have completed the investigations of Mr. ****** complaint.
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 she may have experienced as a result of this issue. We would first like to clarify, that with any service oriented industry, there is always going to be the possibility that an appointment might need to be rescheduled. While there are various factors that can cause this to happen, the technician needed to spend a longer time at one stop and was unable to complete his route. Our technicians makes an effort to complete their assigned routes, but unfortunately there are times when it may not be possible.We apologize that ****************** was not notified of a possible reschedule within a reasonable time. Upon receipt of his complaint, we discovered the part needed to fixed the refrigerator is currently not available as such we made a decision to replace the refrigerator under the agreement for $2300.00. We sent him an email and provided him with the authorized amount and with the replacement information. With this being said, it was our understanding the replacement refrigerator resolved his complaint we ask to have this matter close.
Again, we apologize for any problems or frustrations that ************** may have experienced with Sears. We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints or problems whenever possible. If you have any further questions, you may contact me directly via email.
Sincerely,
***********************
Regulatory Complaints Specialist
Email: ******************************************************************************Customer Answer
Date: 02/27/2023
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:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My refrigerator with ******* quit working around 9/11/2022. I filed a food **** form for both freezer and refrigerator. I was notified that I will be receiving two checks Food loss from freezer and refrigerator for claim # ****** $201.25 and claim # ****** $149.72. I have contacted the warranty *************** on over 5 different occasions and they keep telling me I will receive my checks in two weeks or **** days or **** days. I called again today 1/30/23 and the person that answered stated that they have submitted my information every time but management is not responding. I paid for a warranty and was promised a refund since I purchased the Sears major protection plan for $589.99 and they won't reimburse me after they said they issued checks but I have never received them. I want my reimbursement for food lost as they said I would receive. I have confirmation numbers ******* for $201.25 and ******* for ****** but have not received any payments. The phone number I have been calling in regards to this matter is **************. Please help me get the reimbursement they promised.Business Response
Date: 03/14/2023
March 14, 2023
Better Business Bureau
Customer Relations
******************************************* #****
*******, ** *****
Reference File # ******** ***********************
Dear BBB Customer Relations:
We have completed the investigation of **************** complaint regarding her dissatisfaction with the delay in receiving the food loss reimbursement through her protection agreement.
Firstly, we apologize for any inconvenience or frustration that ************** may have experienced. We reviewed the case notes and confirmed that ************** filed two food loss claims and both were approved. According to the case notes, check number ********* was issued for $149.72 and check number ********* was issued for $201.75. ************** reported that she had not received the checks and a check research was submitted. We received confirmation that check ********* was cancelled and reissued on check number ********* for $149.72; this check was cashed and cleared the bank on February 10, 2023.
On March 14, 2023 our accounting department confirmed that check number ********* for $201.75 has not been cashed and is outstanding. Therefore, we submitted to have the check cancelled and reissued to **************. She should receive the reissued check with 7 21 days. If ************** does not receive the check, she can contact me directly at ****************************************** With that being said, since our agreement with the Better Business Bureau restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarranted. If **************** issue is not resolved to her satisfaction, she can reopen it later even if the Better Business Bureau has closed it as resolved. We respectfully ask to have this matter closed at this time.
We apologize for any problems or frustrations that ************** may have experienced with Sears. We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints or problems whenever possible. If you have any further questions, you may contact me at **************.
Sincerely,
***************************
Regulatory Complaints SpecialistInitial Complaint
Date:01/31/2023
Type: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 warranty was supposed to send a technician today 1/31/2023 was told this morning that they would be here between 2 and 3 pm that I would get a call when the technician was on the way no call no technician didn't show up in the time they told me he would be here they said that he was here before they told me he was supposed to be here . But if I had gotten a call I was just down the road I would've showed up so I called Sears home warning again today earlier they said oh the technician they'll call me and he should come back today so I waited until 5 o'clock and called Sears home warranty again And was told they had to reschedule for the 13th of February so another 2 weeks gone by just because they didn't do what they said they would!!Business Response
Date: 03/15/2023
March 15, 2023
Customer Relations
**********************
*************************************
*******, ** 60611
Re: ******** *********************
Dear BBB Customer Relations:
We have completed the investigation of **************** complaint regarding the service repair that was scheduled for January 31, 2023.
After reviewing **************** complaint and our records,we contacted our service department and were informed that on the day of the appointment, January 31, 2023, Mr. ***** was not at home. A second service call was scheduled for February 07, 2023 and completed the requested repair for *************** fridge. Since we were able to confirm that **************** fridge is in working order now, we have closed our files.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Regulatory Specialist,Regulatory Complaints
Transformco LLC
imx integrated member experienceInitial Complaint
Date:01/31/2023
Type: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 paid on a warranty since **** for my washing machine. They have sent a repair person twice to house which have stated that the part is obsolete and they will have to replace the machine. It has been at least 5 weeks and i call every week because i need a washing machine, I am 88 years old and can not get to the laundry mat myself. They keep giving me the run around on the phone, the last service guy told me that the last customer he had that had a similar problem had to wait months before they replaced it. I asked if they would reimburse me the cost so i could purchase another one but they will not.Business Response
Date: 03/15/2023
March 15, 2023
Customer Relations
**********************
*********************
*******, ** 60611
Re: ******** ******* Bridge
Dear BBB Customer Relations:
We have completed the investigation of ****************** complaint regarding the delay in receiving her purchase agreement replacement.
After reviewing ***************** complaint and our records, we were able to determine that due to the pandemic, productivity and shipping has been delayed and is some cases ceased from the manufacture. We have been impacted by the global supply chain shortage which has caused delays in processing. Unfortunately we do not have empowerment over the manufacture with orders, productivity and freight shipping. We apologize and appreciate our valued customers patience.
At this time, we have reached out to the manufacture to request the shipping for ****************** order. Once we receive a response, we will reach out to Ms. ****** and provide her the next all her available options. At this time, we have closed our files.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Regulatory Specialist,Regulatory Complaints
Transformco LLC
imx integrated member experienceInitial Complaint
Date:01/31/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a refrigerator from Sear on 6/29/2021. I paid $1082.68. which also included the a 5-year warranty I also purchased. Recently it quit freezing and I lost a lot of food. They sent a repair person on 12/14/2022. It was the compressor. They can't fix it because they can't get the part.Business Response
Date: 02/21/2023
February 21, 2023
Customer Relations
******* **********************
330 ****************, Suite #****
*******,******** 60611
Re: ***********
File Number 18959595
Dear BBB Customer Relations:
Before going further, we do want to note that due to the ongoing COVID-19 pandemic, we are experiencing longer than normal response times to work with a representative.We have been impacted by the global supply chain shortage which has caused delays in processing concessions and benefits. The pandemic has also impacted repair services, availability of parts, and delivery of replacement products.We apologize for any delays and inconveniences resulting from this pandemic. We are doing our very best to provide the services as safely and quickly as possible including our responses to complaints such as those filed with the BBB. We appreciate everyones patience.
We have completed the investigation of ********* complaint regarding the problem he encountered with the Kenmore refrigerator.
Upon receiving ********* complaint, we made contact with the local service unit for assistance. Our records indicate he was authorized to receive a replacement refrigerator valued at $1064, and this is in accordance with the terms of his warranty, the Master Protection Agreement (MPA). Mr. **** can select a replacement at a Sears store and an agent can assist him with the refrigerator 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.Accordingly, we have closed our file.
We apologize for any problems or frustrations that Mr. **** may have experienced and appreciate the opportunity to address this matter.
Sincerely,
***************************
Regulatory Complaints Specialist
******************************************************Customer Answer
Date: 04/13/2023
Complaint: 18959595
I am rejecting this response because:To whom it may concern,
In regards to account number ********. ********************** advised BBB that we could order a replacement fridge. We had to call multiple times. We spent over 5 hours on the phone ordering the fridge due to them placing us on hold and disconnecting.We paid an additional $243.89 for an upgraded fridge. They set a delivery date and have called and changed the delivery date several times since. The call is an automated call telling us we must call back by 9 pm.The current delivery date is now in May.
Sincerely,
***********Business Response
Date: 04/17/2023
April 17, 2023
Customer Relations
******* **********************
******************************************* #****
*******, ******** 60611
Re: *** Drum
File Number 18959595
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 Mr. ***** rebuttal to a response we previously sent regarding the problem he encountered with the replacement refrigerator delivery.
Upon receiving his rebuttal, we contacted the Benefits department for assistance. Due to the delays and nothing available until May with no certainty of delivery at this time, Mr.**** was authorized a cash reimbursement for $1,164.00, in lieu of a replacement refrigerator, which includes delivery, basic install and haul away. Once Mr. **** signs and returns the required documents, sent to him via email, accepting the cash reimbursement, the Benefits will move forward with mailing the check to his **************************************************************** address. Per receipt number ************, the $243.89 was refunded back to his Discover card ending **** on April 14, 2023.He should receive the credit within 5-7 business days. Accordingly, we have closed our file.
We appreciate the opportunity to address this matter.
Sincerely,
***************************
Regulatory Complaints Specialist
******************************************************Customer Answer
Date: 05/08/2023
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. My father wanted me to let you guys know that Sears has refunded his money over the broken fridge. He asked me to thank you for all your help..
Sincerely,
***********Initial Complaint
Date:01/31/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a KENMORE refrigerator/freezer on MAY 23, 2022 from a SEARS HOMETOWN STORE here in ************************. It only worked 2 weeks, then the Compressor quit working. I got a SEARS technician out, and this is what he told me. So I've been trying since last June 2022, to get Sears to issue me a refund. They told me that all I could get would be a replacement. WHY would I want a replacement from them, when the other 1 broke in 2 weeks. The price I paid was $1019.49, and that was with ME picking it up at the store...no delivery. I've had the same technician out 3 times, for service, but he couldn't do Anything without the parts. I am SO **** finished trying to deal with them. So I'm contacting you, so see if you could help me get my refund owed to me. My husband and I managed to drag the frig. out onto the front porch, last June, and that is where it has been sitting every since. I had to go out and PURCHASE another NEW refrigerator.....from LOWES this time, and they delivered it. Sears needs to come out and get their frigerator...its just a dust collection to me, and its REALLY IN MY WAY on the porch. If Sears don't want their frig. back, then I'll have to WIND UP PAYING to have it hauled off to the landfill, and I refuse to give them another dime of my money. I would probably wind up advertising it for free, to anyone who wants to come out and pick it up. Help me get some RESOLUTION to this problem, please. I HATE THE *** THAT I DID ANY BUSINESS WITH THEM. I can see why they are going out of business now. I'm a disabled housewife, who would just like my money back from this scandalous company. Thank you for your time.Business Response
Date: 02/22/2023
February 23, 2023
Customer Relations
******* **********************
330 ****************, Suite #****
*******, ******** 60611
Re: ***** *****
File Number 18957063
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 Ms. ****** regarding the problems she encountered with the refrigerator.
First, we would like to clarify that Ms. ***** purchased her refrigerator from a Hometown Store, which is a separate company from Transform. Sears Hometown stores are not a part Transform SR ******* ********** LLC, it is an independent franchise.
Upon receiving her complaint, we made contact with the local service unit for assistance. Our records indicate that Ms. ***** initially called for service on the Kenmore refrigerator on August 5, 2022. She was authorized to receive a replacement washer valued at $949.99 and this is in accordance with the terms of her manufacturers warranty in January 2023. Due to the purchase being from a Hometown store, we are not authorized to issue a refund on merchandise purchased directly from a Hometown store, however an exception was made and a replacement was offered. She can make her selection from a Sears store and if she doesnt have one in the area, she may select an item listed as Sold by Sears on Sears.com. Since this is a Hometown purchase, Ms. ****** only option is to get a replacement refrigerator or continue with repairs, her request for a refund has been denied. Accordingly we have closed our file.
We apologize to Ms. ***** for any inconvenience she may have experienced, we appreciate the opportunity to address this matter.
Sincerely,
***************************
Regulatory Complaints Specialist
******************************************************Customer Answer
Date: 02/26/2023
Complaint: 18957063
I am rejecting this response because: I tried to resolve the problem, but I HAVE NO RECOURSE, because the HOMETOWN SEARS STORE has closed about a month ago. When they were OPEN, I went in to speak to *****, the manager, and he said it wasn't his problem, that I bought it from SEARS., in regard to picking out a NEW com. But I paid HIM and PICKED up the frig. there at his store.
Since your letter to me, I have tried calling SEARS 4 or 5 times, and cannot get a callback. I need a SEARS representative to CALL me, and let me know what my options are, in regard to picking out a NEW refrigerator to REPLACE the DEFECTIVE one. I REFUSE to have my replacement a KENMORE model. Please send me a note, to let me know what my next steps are. thank you.*****
Business Response
Date: 02/28/2023
February 28,2023
Customer Relations
******* **********************
330 ****************, Suite #****
*******, ******** 60611
Re: ***** *****
File Number 18957063
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 Ms. ****** rebuttal to a response we previously sent.
Ms. ***** was authorized to receive a replacement washer valued at $949.99 and this is in accordance with the terms of her manufacturers warranty in January 2023. She can make her selection from a Sears store and if she doesnt have one in the area, she may select an item listed as Sold by Searson Sears.com. Ms. ***** can reply to the email below for assistance with the replacement washer. Accordingly, we have closed our file.
We appreciate the opportunity to address this matter.
Sincerely,
***************************
Regulatory Complaints Specialist
******************************************************Customer Answer
Date: 02/28/2023
Complaint: 18957063
I am rejecting this response because: they have not taken me seriously from the beginning. I know its a long shot trying to get a refund OR replacement for my defective refrigerator. I bought it back in May 2022, and it broke 2 weeks later. I have been trying to resolve this issue since then. Sears response to your notification (BBB) was for me to go to Sears.com and pick out a Replacement refrigerator, and it has to be from "SEARS.COM"...No other business. When I went to the website, I picked out a replacement refrigerator, and went to the checkout page. According to SEARS, I SHOULD have a CREDIT on that website, for $ ****** + $ **** Environmental fee + $ ***** tax = $ ******* There is NO CREDIT SHOWING on the website, and I REFUSE to enter my credit card # again, and get stuck with them sending me a new frig, and CHARGING me. What are my next steps...what do I have to do to get a REFUND or REPLACEMENT that I am DUE. This matter has stretched out LONG Enough....I want some compensation. Customers like myself should not have to pay for their incompetence, or cheap/defective products. I heard that SEARS Corp. was going bankrupt; it is easy to see why. Anyway, please help me get this resolved BBB. Sears obviously just hopes I will drop this attempt to resolve this.Thank you for your time.
***** *****
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