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.
2,211 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date: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 been without a refrigerator for a month. I called in January to Sears because my refrigerator was not cooling anything. I do have insurance on it which I pay for yearly from Sears. They were supposed to send a tech out on Jan 09, I received a call telling me tech wont be out and they had no one else to send, they couldn't accommodate me until the 13th. I told them I couldn't wait that long. I called again and got an appointment for Jan 11. When the tech came out he said he had to order the parts my fan went out. He recommended for us not to leave food in the refrigerator, by this time we had already discarded everything because it spoiled. They scheduled the appointment for Jan 23rd. I received 2 out of the 3 parts so, the tech never came out. They expedited the 3rd part twice because I kept calling. It is Jan 30th they have no idea where the 3rd part is and can't offer no solution to my problem. I have been without a refrigerator for a month. They don't seem to care to give me a solution this isn't the first time I have had issues with this refrigerator last year I had to get the freezer door replaces because the wires were broken from opening and closing the freezer door. Every time the LED lights go off I have to call for a tech to come out. I had more than 4 calls to come fix one or another part of it last year. Every time I ask to speak to a manager or supervisor they tell me I will get a call back and no one ever calls. They don't seem to care except when it is time to renew my policy. At this point I have had enough and don't know what else to do or whom to call. I can't seem to get anywhere with them. And Sears doesn't seem to care that I have had to be without a refrigerator for a month.
Business Response
Date: 03/02/2023
March 2, 2023

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

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

Dear BBB Customer Relations,

We have completed the investigations of ********************** complaint and her dissatisfaction that the refrigerator was not repaired in a timely manner.

First, we would like to apologize for any inconveniences or frustration Ms. ********* may have experienced in this matter. The satisfaction of our members and customers is our top priority. We do not take these matters lightly and we sincerely regret any difficulty she may have experienced as a result of this issue. Upon receipt of her complaint, we discovered the repair for the refrigerator was completed on February 6th. The service technician noted REPLACE REFRIGERATOR FAN ASSEMBLY AND SENSOR.CHECK FOR FAN RUNNING.DON'T NEED BOARD and closed the order. Since, we show that the repair was completed and parts were installed we have closed our file.

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

Sincerely,

***********************
Regulatory Complaints Specialist
Email: ******************************************************************************
Initial Complaint
Date: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.
SEARS HOME SERVICES COMPLAINT To Whom It May ********** scheduled a diagnostic appointment to repair my 94-year-old mother's **************** washing machine with Sears Home Services. ***** the technician came at approximately 8:00 AM on January 30th, 2023. My sister and I immediately noticed his unprofessional behavior. He concluded that the problem was from my mom's incontinence pads were causing the problem. He put one sheet in the washing machine; he wouldn't even let the machine go through its normal cycle to see the problem that we were having (an imbalance issue). He concluded there was nothing wrong. He then said it was the floor causing the problem (not checking to see if there was a spring broken). He then left, billing us $105.95 and waved the diagnostic price of $99.00 which was pre-arranged. The receipt he sent to us by e-mail had no address of their business and no telephone number to call. I did some research and found this address:Sears Appliance Repair ****************************************************************************** ************** --> Sears Home Services telephone number.We tried many times to call out and reach their customer service ********************** to no avail. I called my credit card company and they said we had to wait three days to dispute the services. They gave me a number to call but it was the wrong company. Therefore, our only resort was to reach out to the Better Business Bureau.Service date:1/30/2023 ****************** WASHER, DIRECT DRIVE Service ***************************** Unit Number:0008420 Technician *********
Business Response
Date: 03/02/2023
March 2, 2023

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

Reference File # 18950710- ***********************

Dear BBB Customer Relations;

While we attempt to provide appointments that are convenient for our customers and expedite the time frame when we can, it is not always possible. COVID-19 has effected not only Sears but companies all over the world. Due to the current situation we have seen delays in appliance parts and service. We are also experiencing a shortage of service technicians due to the pandemic and the need for isolation per state mandates which is seriously effecting service times. Wait times for services at this time is approximately 2-3 weeks, across the industry, not just Sears.Everyone is feeling the effects of this pandemic.

We have completed the investigation of Mr. ******* complaint regarding his dissatisfaction with the trip charges to inspect his washer.

As clarification, when we schedule service, whether over the phone or online, we inform our customers that for a $99.00 diagnostic/trip fee, and $6.95 fuel charge.We will travel to their home and provide them with an estimate to repair their appliance. We make it clear that if the estimate is accepted then the estimate is the only amount due, and if it is declined, then we will at least collect our non-refundable $99.00 trip/diagnostic fee, plus tax and gas charges. This helps cover our expenses to travel to the consumers home and provide this service. Once we are in the home, we can assess what is or is not covered under warranty. We do not give quotes for repair over the phone. There are too many variables and it leads to incorrect expectations being set. In Mr. ******* case, the technician was unable to verify the complaint.

The fact remains that we advised **************** in advance of the cost of the trip charges, We would contend that the appropriate time for a consumer to question a fee, or gather estimates from other service providers, would be before they agree to our estimate and commit to paying the designated charges.
We do not find *************** charges was fraudulent to any improper conduct. With that been said, we have closed our file.

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

Sincerely,
*************************
Regulatory ******************************************************* Corporation
Initial Complaint
Date:01/30/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased ****** ************ Recliner Chair and ******************** Counsel on Nov. 4, 2022. They sold me something incorrectly. I went back to have them take it all off. They re-did it for me and I only have the slip for the above purchases. We paid $800 cash for a deposit. They backdated it to Nov. 7, 2022. When the young man brought it, there was no glass and I told them to take it back. They did not take it back. I just got the glass two weeks ago for your entertainment counsel. I called the store and no one returned the call. They said to text the company and they will contact me. I have been dealing with them through the ********** store and they have been very helpful. I texted 3 times and no reply. I talked to one person at the ********** office and they were on hold for 3 hours. Now when you call they tell you to leave your number and they will contact you in 24 hours. I&#**;m waiting for someone to put the glass in. I am not opening the box they sent to me. When they brought the recliner, a nail was sticking out that scratched the hardwood floor.
Business Response
Date: 04/10/2023
April 10, 2023

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

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

Dear BBB Customer Relations,

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

The correspondence ************** provided us with did not include enough identifying information to locate the order mentioned in her complaint. We ask that ************** provide the email address she used at the time of placing the order online/in store or an order confirmation number and name of website she ordered from. Since we do not have enough information to facilitate a resolution, we will need to close this issue pending the receipt of more identifying information. At that time,we would be pleased to re-open Ms. ****** complaint. Should ************** have any questions, she may contact us via email at ********************************************************* the interim, we have noted Ms. ****** concerns and we respectfully ask to have this matter closed.

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

Sincerely,
Regulatory Complaint Specialist
TransformCo
Initial Complaint
Date:01/30/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have a protection agreement for my washing machine with Sears. My machine broke on 12/25, and Sears sent a 3rd party repairman on 12/28. The repairman ordered parts, and returned 1/12 to install parts. At that point, he stated the machine was not repairable and filed a report to have the machine replaced. The repairman called in the report, and the 3rd party filed with Sears on 1/13. I have been calling Sears almost daily since then, with them giving me contradictory information as to the status of my repair (they don't have the report, the report said the machine is repaired, the case has been escalated, I need to wait for an email etc.) On 1/17 they escalated the case and said it would be finalized in 3-5 days. On 1/19 they stated they may send in a repairman on 1/23 for a second opinion (noone came). On evening of 1/23 they stated they saw my case was escalated beforehand and should wait for an email. They then stated they would re-escalate my case and I would get an answer in 3-5 days. On 1/24 they stated I would get an answer in 48 hours, at most 72. On 1/27 they stated they are sending emails about my case, but do not have an answer. I have been out a machine for a full month at this point, with no end in sight. Please help! I would like to have my machine repaired, replaced, or be refunded for the cost of a new machine
Business Response
Date: 03/02/2023
March 2, 2023

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

Re: *********************
      File Number 18939741

Dear BBB Customer Relations:

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

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

Upon receiving **************** complaint, we made contact with the local service unit for assistance. Our records indicate that due to the needed parts being no longer available, ************** was authorized to receive a replacement washer valued at $567.00, this is in accordance with the terms of her warranty, the Master Protection Agreement (MPA). Per receipt number *********** the washer will be delivered to **************** home on March 3,2023.    Accordingly, we have closed our file.

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

Sincerely,

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

*********************
Customer Answer
Date: 04/24/2023

Complaint: ********

I am rejecting this response because:

I would like to request to re-open case number ******** due to the business reneging on their resolution. As per the resolution, we received a credit of $567 on Sears.com for a new washer. The washing machine was due to be delivered on March 3. This was the third delivery date given, as the first two dates (2/17 and 2/21) were canceled. The delivery was confirmed evening 3/2 for 9:30-11:30. At 9:35 we received a call that the machine was not going to be delivered, was not in the warehouse, and had no delivery date planned or anticipated. This is despite the Sear's website stating that the machine is in stock in *********** and has an available delivery date of March 7. We were told to order a new machine. Please note that our machine was bought on sale, and the new available machines are not on sale. We spent two hours on the phone with Sears, with no resolution. They finally stated that it would be delivered on the following Tuesday, March 7. However, they once again did not deliver. At that point, we ordered a machine from an alternate vendor. I am seeking a resolution of $567 for my washing machine. Thank you so much!

Sincerely,

*********************
Business Response
Date: 04/25/2023

April 25, 2023

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

Re: *********************
      File Number 18939741

Dear BBB Customer Relations:

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

Upon receiving **************** rebuttal, we made contact with the Benefits department for assistance. We received the following response from ****** on their Escalation team:

I just called member, apologized and empathized about the delays, and offered them a Cash Replacement in the amount of $ 898. Member agreed and appreciated it. Emailed CR letter. Member had paid $251.92 for an upgrade in the original order. I refunded him that amount per SC#************. Refund information was emailed to member.

Accordingly, we have closed our file.

We appreciate the opportunity to address this matter.

Sincerely,

***************************
Regulatory Complaints Specialist
******************************************************
Initial Complaint
Date:01/30/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
August 18 2022 Serviceman came to fix washer. Said it was fixed, charged me ****** and had me sign tablet showing he was here and left. My account was charged that amount. The washer was not fixed. Called again. He came back said he could not fix it and left. The bank tried to straighten it out , Sears said I had to pay the full amount because I signed the tablet. I never got any paperwork and I had to buy a new washer because it was not fixed.I tried to contact Sears by phone and could not get an appropriate option for my issue. I could not reach a human to help with my problem. I am willing to pay the $89. diagnostic fee, but not the full fee of fixing it, because it was not fixed. I would like my account credited $173.10. This would be a fair adjustment.
Business Response
Date: 03/06/2023
Transform SR ******* ********** LLC

March 6, 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 ******************** complaint regarding her dissatisfaction with the delay on the refund for the repairs on her washer.

Upon receiving ******************** complaint, we reviewed the notes in our service regarding her washer repair. Since it appears that the repairs were not successful, we submitted a refund request for $173.10. The trip charges are not refundable. The refund was processed on March 3, 2023, we would note that it can take 2-3 weeks to receive the check and if she has not received it within that timeframe she is welcome to email me for assistance at ***************************************** With that being said, since we did provide ****************** with her requested resolution, we have closed our file.

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

Sincerely,
*************************
Regulatory ******************************************************* Corporation
Initial Complaint
Date:01/29/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I pay ***** a month for sears warranty for my appliances. I scheduled an appointment on for 1/17/2023 no one called or cancelled the appt was 8am-5pm. I received a text a 530 pm that the appointment was rescheduled for 1/19. Again no show no call on 1/19. So I had to pay someone to stay at my house 2 days from 8am - 5 pm. It took a week to get the first appointment. The third appointment was rescheduled. I called customer service several times which took hours to get a hold of a live person to speak with . Discussed my concerns of no show no call. They guaranteed me that the technician will be at the next t appointment on 1/24 . Again no show but this time someone called at 4;30. I declined to be rescheduled. I am requesting that they reimburse me for 100 the cost of doing my families laundry, ***** monthly fee, 60 x 3 days the cost of having someone to be at my house, and 300 toward cost to repair washer. Thank you for your concur on my matter.
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 2019 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
**********************************************************
Customer Answer
Date: 03/15/2023

Complaint: 18946434

I am rejecting this response because:
I am not satisfied with their response. No one evaluated my washer . I want to be refunded my monthly service fee charge and reimbursed for having to pay someone to be available to be at my house . This company never called just No Showed . Here are copies of text I received after I called numerous times .

Sincerely,

*****************************
Business Response
Date: 03/16/2023
BBB Customer Relations
**********************
*********************************************** #****
*******, ** 60611

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

Dear BBB Customer Relations:

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

We have reviewed both our response and ****************** rebuttal, and we do not find that she has brought any new information to her complaintAs stated in our closure letter submitted on 3/13/2022. ****************** has had a SHW since 2019 If she has any issues with her warranty coverage she will need to address it with Cinch HomeSure directly. We provided instructions on how to proceed via Cinch HomeSures escalation process.

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

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

Sincerely,

********************************
Regulatory Complaint Specialist
**********************************************************
Customer Answer
Date: 03/17/2023

Complaint: 18946434

I am rejecting this response because:
I bought a warranty plan and no one wants to take responsibility . Their response is to blame someone else. Their company dropped the ball . I just want to be reimbursed from time lost and services not rendered.

Sent from my iPhone

Sincerely,

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

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

Dear BBB Customer Relations:

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

We have reviewed both our response and ****************** rebuttal, and we do not find that she has brought any new information to her complaint. In fact we believe that ****************** should get someone to assist her in submitting her complaint to the correct company since it appears that she was unable to understand the information we provided in our previous letters.

I will try to make this clear; ****************** has had an appliance service warranty with the company Cinch HomeSure, covering the repair of her appliances since March 13,2022, that is ************************************************ her paper work she received no later than April 2022, any issues with her warranty coverage will need to be addressed with Cinch HomeSure directly.

We provided instructions on how to proceed via Cinch HomeSures escalation process in our previous letter but I will repeat it here for ******************;

If ****************** feels she has a valid dispute against the terms of her coverage, she is able to file a complaint directly against her Sears Home Warranty/Cinch by filing with the ******* BBB. Prior to doing so,Cinch does state on their BBB site: If you are considering filing a complaint through BBB, Homesure of ******** **** would like customers to contact their customer service ********************** at **************. Homesure staff are available to support you from 8 a.m. - 5 p.m., (ET) Monday through Friday. General Support for new and existing claims is available 24/7 using the primary contact number associated with your warranty.

We want to make it very clear to ****************** TransformCo can do nothing for her on this issue. We have no power over *********************** actions. We do not know how much more we can stress that ****************** will need to address her matter with Cinch HomeSure. This case remains closed with TransformCo and all other rebuttals on this matter will not be addressed.

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

Sincerely,

********************************
Regulatory Complaint Specialist
**********************************************************
Initial Complaint
Date:01/29/2023
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 have had a Master Protection Agreement Contract with Sears for over 10 years. Unfortunately, the service has become shoddy at best. After waiting since the initial repair request on 12/09/2022, it has taken until 1/27/2023 to have Sears Home Services tell us the washer will have to be replaced as they cannot fix it. It is only 6 years old. They gave us a replacement allowance value of $730.00 plus tax and said we have to purchase at a Sears store, which are nowhere within 100 miles of our town. They then said we would have to pick one out from Sears.com which is sadly limited. The Sears tech told us not to get a G.E. or another ******* as they are the most unreliable. He didnt have to tell us that because we were well aware of that fact. ******* was the make of our 6 year old washer that could not be fixed and had replaced a Kenmore that was also not able to be fixed. Needless to say the Sears.com site only has G.E., Kenmore, ******* or *** We were willing to pay extra for a ** but of the 2 we picked out neither could be delivered until May 2023. We would like a refund sent to us so we can apply it to a washer that we can purchase from a more reliable local company that has the washers in stock. We dont feel we are being unreasonable. Our agreement just states they have to pick the store, but not that it has to be Sears. A chronological history of this service is also provided in the attached files. We tried attaching a scanned PDF file of the actual service contract but the file size would not allow us to attach it. Sincerely,******* & ***********************
Business Response
Date: 03/02/2023
March 2, 2023

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

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

Dear BBB Customer Relations,

We have completed the investigations of Mr. ******* complaint and his dissatisfaction that the washer was not repaired in a timely manner.

First, we would like to apologize for any inconveniences or frustration Mr. ******* may have experienced in this matter. The satisfaction of our members and customers is our top priority. We do not take these matters lightly and we sincerely regret any difficulty he may have experienced as a result of this issue. Upon receipt of his complaint, we discovered the washer has been approved for a replacement under the agreement for $730.00. This amount is included in the delivery charges, haul away of the old one and installation of the new one. **************** is in the process of deciding which model he wanted to be processed. Once he approved and provided the replacement model we will process and set up the delivery date. Since, the washer has been approved for a replacement 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: 03/03/2023

Complaint: ********

I am rejecting this response because:
I was wondering if the BBB has received a response from Transform Holdco, LLC to complaint # ******** sent to them on 1/28/23? I received one email from them stating they would not provide a cash reimbursement to replace the washing machine they could not fix under our master service plan. They were belligerent and keep offering us a replacement machine that they themselves constantly show as unavailable and keep offering different choices with the same issue. They are either not available for months or out of stock, or they are of such poor quality nobody recommends purchasing one or their reviews are 1 star. I was under the impression the business actually had to respond to the BBB first. What is the next step here? The email link you provided me ********************************************************************************************** is invalid

Sincerely,

******* & ***********************

Sincerely,

***************************
Customer Answer
Date: 03/08/2023

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. We have reviewed the response made by the business in reference to complaint ID ********, We have reluctantly accepted a replacement for our washer from Sears-Transformco. We feel we have no other choice as the selection of reliable machines is quickly being eliminated from their website and this matter has been ongoing since December 12, 2022. We wanted a machine that we felt would be reliable and had decided on the ** brand. Unfortunately, the washer we chose is not available until June 5, 2023. We did accept this offer and hopefully will receive it in June. Unfortunately for us we entered into our contract with Sears before it was taken over by Transformco. With the closest Sears a 2 hour ride from our home we had no choice but to order from the sub standard website. We had nothing but frustration and stress in dealing with this company and their false promises and excuses and inept service. We reluctantly accept their response as we wish to end our relationship with them as soon as possible.

Sincerely,

***************************
Initial Complaint
Date:01/28/2023
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.
On July 27, 2022, I purchased a gas range and a refrigerator at the Sears store at **************** *****************************************************************************. The promised delivery date was August 18, 2022, but it was not delivered until September 20, 2022. I live in ********, *****, a small town about 120 miles southeast of *******. The refrigerator started making weird noises and stopped working around October 24, 2022. I called multiple times to various telephone numbers and was told that technician had to look at it. I told them that our little town had no technicians so after several weeks, they sent a technician who never showed up. I tried getting a replacement or a refund to no avail. Please see the attached spreadsheet with all the phone calls I made to Sears trying to address this matter through November. 22 phone calls, 5 hours of talk time and an estimated 5 hours of wait time. I would be happy with a replacement or a refund.
Business Response
Date: 03/03/2023
March 3, 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.

First, we would like to apologize for any inconveniences or frustration ****************** may have experienced in this matter. The satisfaction of our members and customers is our top priority. We do not take these matters lightly and we sincerely regret any difficulty she may have experienced as a result of this issue. Upon receipt of her complaint, we contacted the service provider. We were told the refrigerator has been approved for a replacement under the manufacturers warranty for $2000.00. We sent an email to her and provided her with authorized amount and with the replacement information.Since, it was our understanding the replacement refrigerator resolve her 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: ******************************************************************************
Initial Complaint
Date:01/28/2023
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.
Purchased Kenmore Upright freezer January 26, 2022 for the price of $974.24. The freezer door stopped sealing resulting in freezer icing up. Contacted Sears warranty and they sent a technician out to investigate on July 27, 2022. Technician found door was defective and ordered a new door under warranty. Received new door the week of October 10, 2022. Technician came out to install new door on October 13, 2022, but door was defective from factory and damaged during shipment. Technician then ordered a 2nd door. From October 13, 2022 January 27, 2023 I have contacted Sears multiple times for an update on the 2nd door that was ordered. Every time I have contacted them for a update they tell me someone with their parts warranty department will contact me within ***** hours which I have never received a phone call or email. I have called them to get a refund on the freezer and they tell me someone will contact me, but no one ever contacted me. At this point I just wanted to be refunded because I have a $974.24 freezer that I am unable to use.
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 **************** complaint.

First, we would like to apologize for any inconveniences or frustration **************** may have experienced in this matter. The satisfaction of our members and customers is our top priority. We do not take these matters lightly and we sincerely regret any difficulty he may have experienced as a result of this issue. Our record shows the freezer door was damage and the replacement door still on backordered with no estimated time of arrival. The freezer was bought from a Hometown store that had been closed and for customer satisfaction we will offered a replacement under the manufacture warranty for $899.99. **************** request for a refund is not an option. We send him an email and provided him with the authorized amount and with the replacement information. With this being said, since we offered a replacement under the ** we ask to have this matter close. Should he has any additional questions or concerns he contact me directly via email.

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

Sincerely,

***********************
Regulatory Complaints Specialist
Email: ******************************************************************************
Initial Complaint
Date:01/28/2023
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.
On 12/14/22 I had technician come to my home to inspect my washing machine. The cost of the repair was going to be $700, so I declined the repair because I felt I could buy a new appliance for that amount. I paid the technician in full for the visit. I received an email stating I paid in full. I recently checked my mail and discovered two bill from Sears Home Services. The total amount was the amount I had already paid for the service at the time of the Service. One was due 12/20/22 post marked 1/4/23. The second bill was due 1/3/23 post marked 1/11/23. The bills also threaten if not paid will send my account to collections after 45 days, today 1/28/23 is day 39. Upon discovering the bills (1/24/23) and realizing their error I attempted to call the number listed on the bill- totally automated, no human available. Then I used the chat feature they referred me to email somebody (see chat and email attached). I have not received a response and it has been three business days. Not only am I frustrated with being charged 2x for the same thing. I am frustrated with the delay in bills being sent - after the due dates. It has been three business days since *** attempted to resolve this with the company, please assist me in getting resolution for the payment I do not owe.
Business Response
Date: 02/20/2023
Transform SR ******* ********** LLC

February 20, 2023

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

Reference File # 18943024 *************************

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

Dear BBB Customer Relations;

We have not completed the investigation of Ms. ****** complaint regarding the bill received for the repairs on her washer.
First, we would like to apologize to ************** for failing her expectations. We do not take these matters lightly and we sincerely regret any inconvenience. We had contacted our accounting department, and it looks like our automatic audit system did not find the merchant credit payment for the original charge, so it generated a bill.

Sometimes that happens where the authorization process doesnt complete, and the customers account *** or *** not have the funds withdrawn and they *** or *** not be deposited to us. In this case, we determined that the funds were withdrawn from that account but were not linked to a deposit made in our account. Our accounting person was able to find the payment in an unmatched sort of limbo and match it to ours, so this bill was closed out on January 31 2023. ************** should not receive any further notices as of January 31, 2023. Furthermore, this letter will serve as ************** documentation that she does not owe Sears Home Services for the service call.
We dont report our collection efforts so our billing would not have any impact on her credit history or score. With that said, since we did provide ************** with her requested resolution, we have closed our file.

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

Sincerely,
*************************
Regulatory ******************************************************* Corporation
Customer Answer
Date: 02/21/2023

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.

Sincerely,

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

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