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

6,284 total complaints in the last 3 years.
2,215 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:01/31/2023
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.
A&E Repair Services was dispatched by Sears Home Warranty to our home on Oct 31, 2022 to complete a repair on a microwave oven that needed the magnetron replaced, however when the repairman arrived he advised that he could not complete the repair as he didn't have the part. He also advised that it would require a second person to assist with the repair as the microwave is part of an oven/microwave wall unit. He ordered the part and scheduled the return date for Nov 21, 2022. On the 21st he once again arrived alone, but proceeded to complete the repair, removing the unit from the wall, replaced the magnetron and as he was preparing to reinstall the unit into the wall the dolly that he was using to hold the unit collapsed and the unit hit the floor. Glass in the door scattered, the door was jammed so that it didn't close properly and the framing of the unit was dented/damaged. He submitted a property damage claim to ****************** and ultimately it was determined that the unit needed to be replaced. Despite having broken the unit so that it was unusable we were charged $418.03 for the service fee and part. We have submitted repeated requests to Sears and A&E for reimbursement of the fees charged only to be given the runaround, being sent in a continual circular cycle from one dead end to another in submitting our request. We disputed the charge through our credit card company, however were told that we needed to resolve the issue with the vendor. We request your assistance with getting this issue resolved and justifiably receiving full reimbursement for the $418.03 that we were charged.
Business Response
Date: 02/09/2023

February 9, 2023

Customer Relations
******* **********************
330 ****************, Suite #****
*******, ******** 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 Mr. Pelletiers complaint regarding the problems he encountered with the refund for the repairs on his oven.

First, we would like to apologize to ********************** for failing his 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 his oven repairs. Since it appears that the repairs were not successful, due to the damage of the unit, we submitted a refund request for $279.47. The trip charges are not refundable. The refund was processed on February 7, 2023, we would note that it can take 2-3 weeks to receive the check and if he has not received it within that timeframe he is welcome to email me for assistance at ***************************************** With that being said, since we did provide ********************** with his 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: 02/09/2023

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:01/31/2023
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.
A Sears Home Warranty was purchased for my Electrolux washer and dryer at the time of their purchase. When the washer was installed and put into use, it began shaking violently. The shaking was violent enough to damage my wall and sides of the washer/dryer. A Sears technician come out and found the shipping bolts had not been removed. The washer seemed to work fine for a few months, but I kept finding water puddled in the handle of the drawer beneath and on the floor. A Sears technician was called and determined a part change was needed. Three part changes were made and it seemed the leak stoped after the third one. Slowly the leak came back. The same technician came out, did not even evaluate the washer, since he had already tried everything to fix it, but said that Sears no longer replaces units and his boss told him to "throw another part at it," this time, the door hinge. The slow leak continued after the first load. At this point, a technician had been to my home for hours on end TEN times. I called the company and was told they recommended me for a replacement and would get back in 3-5 business days, that it may be longer while they located the replacement unit. I heard 3-5 business days four times over the next few moths. My washer now randomly shakes violently. I have photos and video of the leak and shaking. During the last phone call to Sears, they said I was never recommended for replacement, that they do not accept photos or videos, and that they would send out another technician. I can't keep taking hours off work to wait for a technician who doesn't even look at the machine, but sits in my driveway while his boss says that he is not allowed to report it as "unrepairable" but to order another part. The fact is, something inside probably got messed up when they failed to remove the shipping bolts at delivery and I have been suffering since the machine was purchased. I've spent more money on the warranty than it would have cost to replace the unit myself.
Business Response
Date: 03/06/2023

March 6, 2023

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

Re: *************************
      File Number 18957720

Dear BBB Customer Relations:

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

We have completed our investigation of Ms. ******* complaint regarding the problems she encountered with her washer.

Upon receiving their complaint, we contacted the local service unit for assistance. Our record indicate that a technician completed the washer repair on October 12, 2022. The technician notated the door hinge was replaced and if the leak occurs again to callback. There has been no other repairs rendered on the washer after October 2022.   The local service unit spoke to *************** on March 3, 2023 to send a tech out to take a look at the washer,however they declined stating they do not want another technician out and they will not allow a tech to return. At this time, due to the last technician completing the repair in October and there were no following repairs where the technician deeming the washer non repairable, the request for a replacement has been denied. **************** does not meet the qualifying services per the terms of her Master Protection Agreement. Accordingly, we have closed our file.

NO LEMON GUARANTEE. In accordance with the foregoing provisions, at your request we will replace your Covered Product under this MPA after three (3) separate product failures and a fourth (4th) repair is required due to defects in parts or workmanship within any continuous twelve (12) month period that the product is covered by this Agreement. Product failure will be determined by us. Product failures for this purpose must include repair or replacement of a functional,non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturers product recall.Your request for replacement of a Covered Product must occur within sixty (60)days from its last product failure. To secure authorization, call **************.

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

Sincerely,
***************************
Regulatory Complaints Specialist
******************************************************
Customer Answer
Date: 03/15/2023

Complaint: 18957720

I am rejecting this response because:
Hello,
Sears has been to our home several times. Oct was the last time. The repair man came to our home and put in a work order to replace the door for the second time. The door seal has been replaced 2 times as well. When he came to our home to put in the work order to replace the door he did not come into our home. He sat in the driveway. He explained again that he could not deem the washer unrepairable even though he felt it was. We asked him why, and he explained that no matter home many times he comes out, he is not allowed to say it is unrepairable. The when he does, his supervisor changes the finding at the direction of sears. He stated sears has directed them to never say it is unrepairable. However he diid state that it was unrepairable. When he came back to install the door, he witnessed it leak again. Said he was putting that in his report and left. We asked each time for paperwork, tech name and contact info, supervisor name and info. The tech reused to give it to us. When sears representative called me up in the beginning of this month, they asked if they could send the same tech and company out to our home. I said they were welcome to send another tech and company out, but they could not send the company who has been dishonest to our home. I also questioned why they wanted to send another tech out, as the last tech had already said it was unrepairable, and that we had already spoken with sears representative that stated we were to receive a new unit. The lady explained on the phone that the only notes they have was that if we had the problem again to give them a call. Those notes must have been changed by the supervisor as they were not what we witnessed the tech put into his system sitting in our driveway.

Some one is not being honest. Attached is the only correspondence from sears on the work performed and notes from the techs they were willing to provide. Also is a picture of the unit leaking again, the water stains are int the center in the front. We have video that is too large to send to you, but can provide it of the washing machine hopping around and the leak as well. Same leak that has been addressed several times and within their time frame. However they have drug out response to out side of their time frame.

Fyi- we were out of town for the last 10 days. Did not see this message until receiving case closed.. We are not satisfied and the case is not closed for us. Please keep file open. Let us know what the next step is, Thanks
Sincerely,

*************************
Business Response
Date: 03/16/2023
March 16, 2023

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

Re:   *************************
      File Number 18957720

Dear BBB Customer Relations:

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

We have completed our investigation of Ms. ******* rebuttal to a response we previously sent.

Upon receiving their complaint, we contacted the local service unit for assistance. Our records indicate that the tech manager requested a new service order to be set up to have his mentor tech to go out to service the washer,however the member refused said he does not want another technician out said that he won't allow it Member is wanting for this washer to be replaced. The last tech was out on October 12, 2022. Since **************** does not qualify for a replacement on the washer and the technician has not deemed the unit non-repairable, she would need to schedule a new service order for a technician to return and service the washer.

NO LEMON GUARANTEE. In accordance with the foregoing provisions, at your request we will replace your Covered Product under this MPA after three (3) separate product failures and a fourth (4th) repair is required due to defects in parts or workmanship within any continuous twelve (12) month period that the product is covered by this Agreement. Product failure will be determined by us. Product failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory,cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturers product recall. Your request for replacement of a Covered Product must occur within sixty (60) days from its last product failure. To secure authorization, call **************.

We appreciate the opportunity to address this matter.

Sincerely,
***************************
Regulatory Complaints Specialist
******************************************************
Customer Answer
Date: 03/16/2023

Complaint: 18957720

I am rejecting this response because:
our problem is not corrected, and sears, its representative, and repair company have not acted in a ******* like manner. They have not provided the securities they promised via the payments we made for them to do so. they made promised they did not keep, that took us out of their time frame for 2020, 2021,2022, and now 2023. original complaint 2019 for the issues that we have had since delivery of the unit. When sears originally delivered the product they caused internal damages from not removing the shipping bolts. This is in their own records. see the first repair order.
we have pictures and video of our failing washing machine and have been dealing with the same problem since 2019. We have emails confirmations to prove it. Sears and the tech that was sent to the house have drug this out for all this time. Siting covid, parts issues, shipping issues etc. We have shown a picture to you and can provide a drop box for videos. We can send our email correspondence as well. We have always been ok with another tech to come out from a different company. The company that has come to our home to represent them thus far has been dishonest in their dealings all the way up to the supervisor level. When they order parts for our washing machine that they never even got out of their vehicle to look at, that is dishonest. It was the same parts they replaced already as well.

The lady who called me said they would only send the same company and people out. This is what we refused.

We are willing to let that company come out only if we are given in writing the techs report while he is onsite before his supervisor gets to doctor it. We would also require names and contacts of the tech and the supervisor prior to them coming. All of which sears has refused to provide. So you see having a no name company, tech, and supervisor come to your home, that you have no means of contact with and or supervisor of, is not something that is done in American business.

We have found news reports, and class actions against sears for what we are experiencing. Apparently this is something a lot of people are experiencing. Since we are in *******, the plan they sold us is considered insurance. If we cannot get to a amicable solution shortly, we are going to move forward with filing a complaint with ******* and let them take this over.

Sincerely,

*************************
Business Response
Date: 03/23/2023

March 23, 2023

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

Re:  *************************
      File Number 18957720

Dear BBB Customer Relations:

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

We have completed our investigation of Ms. ******* rebuttal to a response we previously sent.

Upon receiving her rebuttal, we contacted the local service unit for assistance. We would like to clarify that all diagnosis and repair reports are documented only by the technician visiting the home. We were again advised that since the last repair was completed in October 2022, a new service order needs to be set up to have his mentor tech to go out to service the washer. The contact number for Sears Home Services is ************. If **************** has any issued regarding her warranty, she can contact the *************************** at **************.     Accordingly,we have closed our file.

NO LEMON GUARANTEE. In accordance with the foregoing provisions, at your request we will replace your Covered Product under this MPA after three (3)separate product failures and a fourth (4th) repair is required due to defects in parts or workmanship within any continuous twelve (12) month period that the product is covered by this Agreement. Product failure will be determined by us.Product failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance,product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturers product recall. Your request for replacement of a Covered Product must occur within sixty (60) days from its last product failure. To secure authorization, call **************.

We appreciate the opportunity to address this matter.

Sincerely,
***************************
Regulatory Complaints Specialist
******************************************************
Customer Answer
Date: 03/24/2023

Complaint: 18957720

I am rejecting this response because: 1) the tech advised the washer to be unrepairable, 2) the tech supervisor changed the advisement to replace same parts again, 3) did not fix problem see attached photo from two days ago, 4) have been advised by the people at sears a replacement would be coming. 5) never received replacement , called several times and was advised a review was occurring on our claim, 6) finally told they would have to try again, and that's when we filed complaint. this has been going on for around 4 years. the product has been defective. sears times were elongated by them. the phone number provided is to report a problem with your unit and start a new claim. Sears has failed to honor their warranty. Unit needs to be replaced, mentor ******* supervisor is the one who falsely reported the evaluation from the tech. We have offered a fair solution to our issue. If they want to send someone out they can from a different company or different techs whom we have the company name phone number and contact information.

Sincerely,

*************************
Initial Complaint
Date:01/31/2023
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.
Ive been trying to get a refund on these items that were never shipped. Only 1 out of the 3 heaters I ordered shipped. They keep saying that I will receive a refund and an email confirmation, but I havent received anything. I used $51.73 and around $150+ in sears points. They continuously sell things on their website that arent in stock, hold your money and dont send the merchandise. Theyve done this twice me to me already. The first time, they refunded an ice maker that I ordered because it wasnt in stock and then when I tried to use the refunded points and credit on the 2 heaters it again was not in stock, but this time not refunded. Instead they said it will take 9 days to be refunded, but nothing happened. I know sears is a credible business, or at least used to be, but it seems like theyre taking advantage of their customers. They didnt even reach out to me to let me know the items were out of stock I had to reach out to them to let them know that the item had been processing since December 25th. Ive contacted them 3+ times with no resolution to my refund of points or credit back on my credit card. They keep stating that someone will refund me & contact me. I feel like their hoping that Ill either forget or stop trying to get a refund. Ive looked online and it looks like a lot of other customers have had this problem when I look at the reviews. Please help me get my refund of my points and credit card.
Business Response
Date: 04/10/2023
April 10, 2023

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

Re: ******** Sterling Tadros

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 order, Sears Online found both items *********** and *********** were canceled. Online added a total of $69.52 in points ($10.97 and $58.55) to **************** Shop Your Way Reward account for these two items. In the interim, we have noted **************** concerns and have closed our file.

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

Sincerely,
Regulatory Complaint Specialist
TransformCo
Initial Complaint
Date:01/31/2023
Type:Customer Service 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.
The date I purchased a part for the Sears tech guy ***** was 12/29/2022 for ****** He came back on January 5th to install the part. He stayed 3 to 5 minutes and walked out, I run out and said hey what is going on. He said the part was bad or he ordered the wrong part-I said what about refunding me. He said oh you want a refund, I said yes. He took the part and said I will receive a refund. I have an email and text from him stating a refund is coming in 7 to 10 business days but no refundI called sears home services and no one will help-they say they do not see any orders for a refundBen the tech has the part my refrigerator is still not fixed and no refund
Business Response
Date: 03/02/2023
March 2, 2023

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

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

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

Dear BBB Customer Relations,

We have completed the investigation of Ms. ******** complaint regarding the problems she encountered with the refrigerator repairs and her request for a refund.

We apologize that we failed Ms. ******** expectations in regards to the recent services she received for the refrigerator. We value her patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrations. We sincerely apologize to ****************** for any inconvenience we may have caused.

As a February 24, 2023, ****************** was authorized to receive a refund in the amount of $408.83 for the incomplete refrigerator repair, since the part ordered was defective. Charges were refunded to her on her credit card ending on ****. She should be aware that it could take her card issuer anywhere from 1-5 business days to post that refund to her account depending on their policies governing refunds, and if she has not received it within that timeframe she is welcome to email me for assistance at ****************************************************. With that being said,since we did provide ****************** with her requested resolution, we have closed our file.

We apologize for any issues 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 whenever possible.

Sincerely,
*************************
Regulatory ******************************************************* Corporation
****************************************************
Customer Answer
Date: 03/02/2023

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:01/31/2023
Type:Customer Service 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.
We had a repair protection agreement on all of our appliances for years. Back in October I started calling repair service to have my freezer portion of my refrigerator checked. They said no appointments or technicians available. Continued to call every few weeks. Continually told that someone would call me back within **** days- never heard from anyone. Told me to find someone in my area to do the repairs-advised them that in my area there was nobody who would service an appliance not purchased through them. Spent several hours over the course of 2 1/2 months trying to get a resolution. Nobody ever assisted or cared. My repair agreement ended on January 23rd and felt no need to renew since they DO NOT service in my area nor cared about our issue. Everyone I spoke with was rude and unhelpful.
Business Response
Date: 03/29/2023
Please see the attached response.
Customer Answer
Date: 04/04/2023

Complaint: 18957716

I am rejecting this response because:

Despite the response from *************************** /Transformco, I have not heard from anyone as of today. I reached out to her but never received a reply. This leads me to believe that they have not figured out how to reconcile this unfortunate situation.

Not sure where things go from here. I advised them of the complete situation. They never found anyone to repair or check out the problem with my freezer portion of the refrigerator which was covered under the protection agreement. What has now ensued is the fact that the complete refrigerator stopped working. We lost all the food in the refrigerator and freezer and had to purchase another refrigerator. Had this been taken care of as outlined in our agreement, they should have repaired it at their expense or replaced it....they did neither one.

Please advise if anything else is required. Thank you....

Sincerely,
05
*******/*****************************

/
Business Response
Date: 04/12/2023
Replacement of the refrigerator has been authorized in the amount of $1799.99 Ms. ******** is welcome to visit her nearest Sears full line store to provide her authorization number of 7670-44543383 and completed her exchange. If there are no Sears stores in Ms. ********** area she may select an item listed as "Sold by Sears" on Sears.com and contact myself at ***************************************** or the protection agreement office at ************ to complete the exchange.
Customer Answer
Date: 04/18/2023

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:01/31/2023
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.
Sears charged me for a service I did not receive. They were to have sent me a refund check last May. I've tried over 10 times to find out that status (via email as it is the only means of communication to Sears now).
Business Response
Date: 03/02/2023

March 2, 2023

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

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

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

Dear BBB Customer Relations,

We have completed the investigation of ******************** complaint regarding the problems she encountered with the refrigerator repairs and her request for a refund.

We apologize that we failed ******************** expectations in regards to the recent services she received for the refrigerator. We value her patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrations. We sincerely apologize to ****************** for any inconvenience we may have caused.

As of March 2, 2023, ****************** was authorized to receive a refund in the amount of $350.00 for the incomplete refrigerator repair.A bank check was issued and mailed to her at the address per her complaint. ****************** should receive the check within 21 business days. Accordingly, we request to have this file closed. We will keep ours open until she receive the check.

We apologize for any issues 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 whenever possible.

Sincerely,
*************************
Regulatory ******************************************************* Corporation
****************************************************
Customer Answer
Date: 03/02/2023

Complaint: 18957713

I am rejecting this response because:

I paid Sears ****** for a repair they never did. They asked for a copy of the receipt I paid to a different repair company and are only refunding me that amount with their answer being they have record of doing the repair a day after I showed them proof of Capital Appliance doing it. They should have to pay me the full amount I paid for work that was never done.

Sincerely,

***************************
Business Response
Date: 03/09/2023

March 9, 2023

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

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

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

Dear BBB Customer Relations,

We have completed the investigation of ******************** complaint regarding the problems she encountered with the refrigerator repairs and her request for a refund.

We have received ****************** rebuttal and revised her complaint, the charges are for the parts that were not covered, as a courtesy, we have issued another check for $173.97,however, the trip charges are not refundable. A bank check was issued and mailed to her at the address per her complaint. ****************** should receive the check within 21 business days. Accordingly, we request to have this file closed. We will keep ours open until she receive the check.

We apologize for any issues 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 whenever possible.

Sincerely,
*************************
Regulatory ******************************************************* Corporation
****************************************************
Initial Complaint
Date:01/31/2023
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.
In June 2023, a new refrigerator that I had bought three year priors (had an extended warranty paid for), stopped cooling. Upon making contact with the company, the soonest a technician could come out was October 6th. I was offered $150 to buy a mini fridge to hold food for a family of four. I could NOT find a mini fridge for that price and had to go and buy a brand new refrigerator that I could not afford and had to finance.In October, the technician supposedly diagnosed the problem and ordered the part. When the technician returned. The part was not correct. He returned on 11/29 with the 'correct' part. After leaving, I checked the refrigerator the next day and it was still not cooling and now the freezer had stopped working. I was told he couldn't come back until 12/20. The appointment came, and was cancelled by the vendor at the last minute, rescheduled for 01/10/2023. The appointment came, and was cancelled by the vendor at the last minute and rescheduled for 01/12/2023. Again the appointment came and was cancelled by the vendor at the last minute and rescheduled for 01/19/2023 without consulting me. This date/time did not work, I used their app to reschedule for 01/24 and received a confirmation message of the appointment. The technician did not show up, no one called. I called today 01/30 to see what happened. They had no reference of that appointment. I requested escalation and product replacement. I was transferred to their Agreement Protection benefits team, they refused to give me a replacement for not meeting the 4 technician visit requirement. The agent refused to give his agent ID and refused to escalate me to a supervisor. I felt because I am a women, I am getting the run around. I have been without this refrigerator since June 2022. I did the right thing as a consumer and paid for the extended warranty which has not served me in any way. I'd like the purchase amount of the warranty back as well as a replacement refrigerator. The service is completely UNACCEPTABLE!.
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 refrigerator was not repaired in a timely manner. She also filed a complaint to the ** Attorney General Offices with a reference number FILE #CC-2023-01-005912.

First, we would like to apologize for any inconveniences or frustration Mr. ******** may have experienced in this matter. The satisfaction of our members and customers is our top priority. We do not take these matters lightly and we sincerely regret any difficulty he may have experienced as a result of this issue. For clarifications, the refrigerator in question is under the name of ******************************* and **************** failed to mention that in her complaint that she writing in behalf of ******************. While we understand her frustration, 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 of time at one stop and was unable to complete his route or the service technician was out that day to personal issues. Our technicians make 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. Under the terms and condition of the agreement the refrigerator is not qualified for a replacement. Attached is a copy of the agreement for her reference as such her request for replacement and a refund for the agreement is not possible. Our record shows all the parts has been receive and the parts installation is scheduled for March 7th.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.

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:01/31/2023
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.
Had a refrigerator technician look at our refrigerator. He ordered a part which was not covered by our warranty. When the tech returned to install the part we discovered it was the wrong color. He took the part back and indicated that we would get a refund on the part ($780). This was in October and we have not yet received the refund. Im addition it is nearly impossible to actually talk to anyone who has information that could be helpful.
Business Response
Date: 02/23/2023
Transform SR ******* ********** LLC

February 23,2023

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. ******* complaint regarding his dissatisfaction with the refund on the part ordered for his refrigerator.

Upon receiving Mr. ******* complaint, we reviewed the notes in our service regarding his refrigerator repair. Since it appears that the part was not needed for the repairs, we submitted a refund request for $782.77. The refund was processed on February 13, 2023, we would note that it can take 2-3 weeks to receive the check and if he has not received it within that timeframe he is welcome to email me for assistance at ***************************************** With that being said, since we did provide Mr. ********** his 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

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:01/30/2023
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 an account with Sears Home Warranty for appliance protection and coverage. For almost 2 months I have been waiting to for my washing machine/dryer combo to be fixed. Sears sends me parts for what they think is the issue then once the parts are received they will assign a technician to do the repairs. A repair technician has already been to my home and diagnose the problems and ordered the parts I have received the parts that was ordered by the technician who diagnosed the issue ****************** scheduling team has scheduled an appointment for January 30, 2023 for the repairs to be made, they subsequently canceled the appointment stating that the original part is still on backorder. However, the technician has confirmed that that piece is not needed and I need the piece that has been delivered the online chat refuses to give me any further information or a supervisor's name to speak with, they have escalated the situation to a supervisor several times over the past two months with a promise to have a supervisor call me within 24 to 48 hours which has not happened and each time I try to call or online chat I am told that they will call me back and do not I am just looking for my machine to be repaired or replaced per our agreement. Yet I cannot get in contact with anybody to attempt to solve this issue.
Business Response
Date: 03/13/2023
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 2018 therefore 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
**********************************************************
Initial Complaint
Date:01/30/2023
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.
This company operates Sears Home Services. I have a warranty with them for my washer and dryer. My washer broke down in November 2022. Their service tech came out and worked on the washer and said he had to order parts. Three weeks later he came back and installed the new part. Still not fixed, He ordered 13 more parts and then came back again on January 16, 2023. He did not install the parts and said the machine was not repairable. He said I would hear back in approximately 4 business days on getting a comparable model replacement as stated in my warranty.I have called their 800 number daily since the 16th (today is the 27th) and customer service keeps telling me "3 to 5 business days. I have requested twice to speak to a supervisor or get a call back from one. No one has ever called me back.I am spending hundreds of dollars at the laundromat. I have been told different things by different people that answer the phone. One man, *****, even said that a motor had been backordered and there was not authorization for a replacement.I have had this warranty for many years and have done all the maintenance they recommended and paid for the warranty ahead of time.Please let this company know they are responsible to fulfil the service agreement they were paid for.
Business Response
Date: 03/22/2023
March 22, 2023

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

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

Dear BBB Customer Relations:

We have completed the investigation of ******************** complaint regarding the delay in receiving the necessary parts to repair her washer.

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.

It is our understanding that due to the delay and the back order parts needed, a replacement washer was authorized. Records show that the delivery of ******************** new washer was completed on February 09, 2023.Based off the aforementioned, 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 experience

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