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:01/27/2023
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.
Called for service on washing machine - order ******** - technician (**********) came out on 12/1/22 to run diagnostic on machine and recommend solution. Initially recommend part (pump) to fix unit, after further analysis he recommend against due to age of the machine. ********** said that I all I needed to pay was for the field time of $135.95 - I signed the tablet but did not noticed the final charge as I was assuming it was only going to be $135.95 - when the bill came through on my email address I noticed that there were parts charges on it and called to have this amount refunded. I have placed numerous calls and have requested refunds but I have had no luck. All I get is yes this has been requested but it has been declined. I can't get any further resolution so I keep asking them for a refund. I am not opposed to paying for the time that they provided but I am opposed to the additional charges on the order. Any help to have them refund me will be greatly appreciated.
Business Response
Date: 02/16/2023
Transform SR ******* ********** LLC

February 16,2023

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 ************ s complaint regarding her dissatisfaction with the refund on the part ordered for her washer.

Upon receiving ************** complaint, we reviewed the notes in our service regarding her washer repair. Since it appears that the part was not needed,and repairs were not completed, we submitted a refund request for $309.42. The refund was processed on January 17, 2023, back to her **** card. She should be aware that it could take her card issuer anywhere from 1-5 business days to post that refund to her account depending on their policies governing refunds, and if she has not received it within that timeframe she is welcome to email me for assistance at ****************************************. With that being said,since we did provide ************ with her requested resolution, we have closed our file.

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

Sincerely,

*************************
Regulatory Complaints Specialist
Initial Complaint
Date:01/27/2023
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.
Bought a brand new kenmore elite may 22. First fridge delivered had a faulty water dispenser.. Second fridge delivered about two weeks later. Within three months, water dispenser started leaking. Under warranty, appliance repair was attempted. Was told **** weeks for full door replacement. At.9 weeks was informed that refrigerator would be fully replaced. Many phone calls and emails later I am being told that repair is not possible, replacement fridge is able to be delivered in my area, and that the first potential for replacement is march. Warranty states repair or replacement. Sears is offering a credit of the price I paid back in May 22 (only at their website). With inflation, and purchased on sale, the price I paid will not purchase a comparable product. Sears is currently selling the same model refrigerator in the **, just not in my zip code. Purchased at ******* not at Sears. This is a warranty issue with Sears.com. Open case number with Sears/transformco of *******
Business Response
Date: 03/15/2023
March 15, 2023

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

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

Dear BBB Customer Relations:

We have completed the investigation of **************** complaint regarding his recent purchase of a fridge.

After reviewing **************** complaint and our records,we were able to determine that since ************** did not purchase the appliance in question at Sears but at ******* ************** would need to address his concerns with ******. We reached to ****** and were able to confirm that they are aware of **************** concerns and will be addressed accordingly. 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

Customer Answer
Date: 03/16/2023

Complaint: 18820368

I am rejecting this response because:the information you received from Sears/transform o is not true. They never told me to contact ****** to get this resolved. I did so in order to actually try and elicit a response from Sears. Sears never honored the warranty which stated repair or replace product. As a result, ****** did step and allowed me to get a refund through them. This is contrary to their 90 day return policy. If they had not, I would still be stuck with a product that does not work. I still had to spend additional monies for a different product that was less of a product than what I had initially purchased. Very disappointed and will never trust a Sears/Kenmore warranty again. Deceitful and in my opinion fraudulent.

Sincerely,

*********************
Business Response
Date: 05/08/2023
May 8, 2023

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

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

Dear BBB Customer Relations:

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

After reviewing **************** response, we contacted customer service and were able to confirm that since ************* made the original purchase through ******* the replacement was approved through the manufacture Kenmore. Unfortunately, we are not always able to arrive at a resolution that would meet with a consumers complete satisfaction,since we do not find that all requests are reasonable and therefore within our power to ****** 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

Customer Answer
Date: 05/09/2023

Complaint: 18820368

I am rejecting this response because: Sears did have the exact same product available to replace the defective one at the time. They chose to not honor the warranty as defined in their provided paperwork. Their excuse was that it was not available in my area. However, I sent them proof that they had the same exact product available near me available for delivery. Just not to my zip code. They are hiding behind words but their actions show they do not care about customers. How convenient it is to be able to say we have closed the file because we couldnt satisfy the customer. They could have done so.

Sincerely,

*********************
Business Response
Date: 05/16/2023
May 16, 2023

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

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

Dear BBB Customer Relations:

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

After reviewing **************** response, we did not find that he has brought any new information to her complaint. At this time, we have documented **************** statement for future reference.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

Customer Answer
Date: 05/17/2023

Complaint: 18820368

I am rejecting this response because: unless Sears agrees to accept that they did not honor their warranty, their response will never be accepted. I have no other documentation that I can submit that had not already been submitted. Sears failed to provide repair or replacement of my refrigerator. Even with ****** allowing me to return the product outside of their normal policy times, I had to pay more money for a smaller appliance with less features. Had Sears honored their warranty early in the process, they could have provided me with the exact model. Instead, I have been taken advantage of and will never recommend or use Sears again. Just admit it was not handled correctly or the best it could have, and I will be fine.

Sincerely,

*********************
Initial Complaint
Date:01/27/2023
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.
May 27,2020 I sign a contract for Kitchen Remodeling With Project consultant ***************** ******. One of the drawer to the cabinet came off track. I have been calling over six months to get someone to come and fix the drawer. I received a letter from Transform SR **** Improvement Products LLC date August 10. 2022 , Ref Job# *******B. the stated unsuccessful in contacting me regarding y service. This information is untrue. They have been ignoring my complaint for months. The total amount is $11,902.62 which I am still paying on. Job Number is *******7Office location-*********, MDTransform SR **** Improvement Products LLC D/B/A Sears **** (Contractor). P.O. Box522290, **************************************************************************************. ************.Contractor License No.# ********** once requested I send them pictures, which I took, but no information to where to send them.
Business Response
Date: 02/22/2023
TFebruary 22, 2023

Better Business Bureau
Attn: *****************************
330 ****************., Ste 2006
*******, ** 60611

Our File No: 27229567
BBB Case #: 18938148/*************************
Via BBB Website: *****************************************

Dear ********************,

Thank you for contacting Transform SR **** Improvement Products regarding your inquiry concerning the above-referenced file. We appreciate the opportunity to address the customers concern. Transform is dedicated to its customers and to their overall satisfaction with any and all work performed by either Transform or a contracted affiliate. We are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner.

The kitchen remodel was completed in August 2020. The workmanship warranty expired in 2021. When I spoke to ****************** on 02/20/23, she told me it is a hinge that is broken. ****************** may want to purchase a new hinge from a local hardware store and have a local handyman replace it. This would not be covered under warranty. We have no techs in this area so we would not be able to assist her.

At this time, we respectfully request that you close your file. On behalf of Transform, please know that we value ****************** as a customer and apologize for any frustration or inconveniences she may have experienced. If you have any questions or concerns, please contact me at ******************* or via email at ***********************************************************.

Sincerely,

***************************
Transform Regulatory Complaint Specialist
d/b/a SHIP

cc: ************************* Via: USPS

ell us why here...
Initial Complaint
Date:01/26/2023
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.
Our washer would not fill with water and this started in November 2022. We called this company and they made an appointment for 12/5/22. We&#**;ve had to go to the laundromat to do our laundry. They determined the issue over the phone and they ordered it. They came out and installed that part and it didn&#**;t work. He told me we needed a new brain for the unit. They told me they would work on it, but they have never come back. Then they called and asked if we received the part. I couldn&#**;t understand the person on the phone. They came to install the second part and it still didn&#**;t work. We called a local repair shop. He came out to look at it and he told me the washer was gone. He said it cannot be fixed.
Business Response
Date: 02/20/2023
February 20, 2023

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

Re: ***********************
       File Number 18905001

Dear BBB Customer Relations:

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

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

Upon receiving his complaint we made contact with the local service unit for assistance. Our records indicate that the technician went to the home on January 26, 2023 and notated the customer refused service, they kept the part and had another company to service the washer.   Due to the lack of qualifying repair service and the technician has not deemed the unit the request for a replacement has been denied.   Since, the repair has been we have closed our file.

3.     COVERAGE FOR REPLACEMENT. We have the sole right to determine whether a Covered Product will be repaired or replaced. If we determine that a Covered Product is not repairable due to unavailability of functional parts or technical information we will replace the Covered Product with a comparable product. We will determine and authorize the replacement amount but you will select your replacement product from a Sears channel as designated by us.

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.

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

Sincerely,
***************************
Regulatory Complaints Specialist
******************************************************
Initial Complaint
Date:01/26/2023
Type:Sales and Advertising 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 10/10/2022 I purchased a Kenmore refrigerator from Sears hometown ********** ****** for $1781.19 from sales consultant ********************* over the phone. It had to be ordered in told it would take a week or two for delievery to the store. Called on 10/25/2022 to find out status before i drove to store to pick up and they told me it wasn't in yet and they would let me know when it was deliveried to the store. Didn't hear from anyone so called on 12/5/2022 to confirm it had arrived before I made the hour an half drive. no answer i left a message no returnred call so called again on 12/19/2022 no answer left another message. again called on 12/20 and 12/21 no answer so went to the store on December 23, 2022 and arrived to an empty store and a sign that ready sorry for any inconvience with them shutting down store so quickly, not contact info. on the notice. filled a credit card dispute and sears is saying since I paid for the refrigerator they are not refund me my money. I have tried to call sears hometown but i can not get a person on the line that can help. only person I got on the phone said she could not help because there is no store in ********** ****** anymore.
Business Response
Date: 03/10/2023

March 10, 2023

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

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

Dear BBB Customer Relations:

We have completed the investigation of Mr. ******** complaint regarding the problem he encountered with refrigerator he ordered from the Sears Hometown store; and his request for a refund.

Firstly, we apologize for any inconvenience or frustration that ****************** may have experience. We contacted ****************** and he provided a copy of the receipt dated October 10, 2022 for the refrigerator he ordered over the phone from the Sears Hometown store. The receipt notes the expected delivery date set for October 13, 2022. ****************** mentioned on his complaint that he called the store on October 25, 2022 and was informed that the delivery to the store was delayed. However, ****************** mentioned that he did not attempt to contact the store again until December 5, 2022, which was five weeks later. Since his calls were not returned, ****************** waited another two weeks before he visited the store on December 23, 2022 when he discovered that the hometown store was closed.

Unfortunately, Sears Hometown stores filed bankruptcy on December 14, 2022 and the stores were closed. We researched, but due to the bankruptcy store closing, we were unable to confirm whether or not ****************** had picked up the refrigerator before the store closed. We provided ****************** the information to assert a claim in the bankruptcy case which he must provide relevant documentation to support his claim and his request for a refund. With that being said, since we have addressed the issue brought forth in Mr. ******** case, we have closed our file.

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

Sincerely,

***************************
Regulatory Complaints Specialist
Initial Complaint
Date:01/26/2023
Type:Delivery 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 Nov. 8, 2022 I ordered parts for a Kenmore refrigerator. The parts were received with no shipping documents or proper packaging. The parts were installed by a licensed technician on Nov. 14,2022. In Jan. 2023 the parts stopped working. That is two months after the installation. I called the company and they said the parts could not be returned because it was two months after purchase. I asked if they were not guaranteed. They gave me the number of the manufacturer, Daewoo. I called them and they would do nothing to help me. I ask if they did not stand by their products and they said they did not. The said refrigerator was purchased in August of 2020 and I received it in Nov. of 2020. I feel that I should have been refunded the price of the defective parts that were sent to me. The cost was $96.29 and $145.21.
Business Response
Date: 02/15/2023

Transform SR ******* ********** LLC

February 15,2023

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

Re: # 18901830  *******************
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 Ms. Halls complaint regarding her dissatisfaction with the  parts ordered through Sears Parts Direct website.
Upon receipt of Ms. Halls complaint we reached out to our Parts Escalations team to assist with Ms. Martin concern.
The escalation responded as follows;
In regard to orders E698721 - ordered 11/8/2022, and ordered 11/8/2022. We do not accept parts that were previously installed. If damaged or defective, they would need to be reported within 10 days. Returns for unused parts are 60 days. Return Policy:
Most parts are covered for 60 days from the original purchase date. Within that time period, if the part doesnt work correctly or stops working, please call us and well be happy to replace the defective item.
In regards to the control board, the part is not returnable or refundable once installed.
With that being said, we have closed our file.
We apologize for any problems or frustrations that Ms. Hall has 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: 02/16/2023

Complaint: 18901830

I am rejecting this response because: I feel Sears **************** is not interested in making things right. A two month warrenty on replacement parts is totally rediculous. They feel that the phrase ' Let the buyer beware' is their motto. I knew they would do nothing since they do not care about their customers. I do not expect anything more to be done, just wanted to state that I am still not happy with their response. My solution will be to never buy anything from Sears ever again.

Sincerely,

*******************
Business Response
Date: 02/20/2023

Transform SR ******* ********** LLC

February 20,2023

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

Re: # 18901830  ********************;

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;

In regards of ************ rebuttal, this is not Sears normal way of doing business, and we are truly sorry for any inconvenience we may have caused you. I would like to assure you your concerns have been taken very seriously, your case was thoroughly reviewed by the appropriate office and an investigation will take place to ensure we improve from your experience. Hopefully,we can learn from how your concern was handled and improve our performance so that the same thing does not happen to another member.
With that being said, we have closed our file.
We apologize for any problems or frustrations that Ms. Hall has experienced with Sears. We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints. Please feel free to contact me at **************************************************** if you have any further questions.

Sincerely,

*************************
Regulatory Complaints Specialist
Initial Complaint
Date:01/26/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We had a dryer under warranty with lowes that broke. ***** was claiming we did not have the warranty (that issue has since been resolved.). A&e came out 3x (twice to diagnose and once to fix) and we paid out of pocket. We have been contacting them for a week asking for invoices to submit to the insurance company for reimbursement. Every time we speak to customer service they say they sent the invoices and have told us conflicting information on how long they will take to come. First we were told ***** hours, when we didnt receive those we called again and were told 3 hours, the next time 7 hours. We called again today and spoke to *** in customer service who was extremely rude. She said it takes 3 business days. When we requested they be sent again she said we would have them in 3-5 business days. We arent requesting services or booking work. We are simply asking for invoices for work rendered. This is absolutely ridiculous
Business Response
Date: 02/21/2023
Transform SR ******* ********** LLC

February 21,2023

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

Reference File # ******** - ********* Detour

Dear BBB Customer Relations;

******** 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.

We have completed the investigation of Ms. ****** is complaint regarding her dissatisfaction with the technician not providing copy of the receipt for cost for repairs on her dryer.

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

We had contacted our service unit, and requested that copy of the invoice to be emailed to Ms. ******* The service unit replied back that the receipts were emailed to her on February 17, 2023.
If she have any questions, she is welcome to contact me via email at ***************************************** With that being said, since we did provide Ms. ****** with her requested resolution, we have closed our file.

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

Sincerely,

*************************
Regulatory Complaints Specialist
Initial Complaint
Date:01/26/2023
Type:Billing 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.
This company is asking or more like threatening to send to collection for a bill I already paid. I tried all of the available options to contact them but its always a computer and no options to talk to a person so we can resolve this. All I am asking from this complain is that Seats resolves the debt since it was already paid and that I get an apology for wasting my time having to do so much research on how to contact them and ended up having to end up doing this.
Business Response
Date: 02/20/2023
Transform SR ******* ********** LLC

February 20, 2023

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

Reference File # 18901624 *************************************

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 ************************** complaint regarding the bill received for the repairs on his cook top.
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 February 10 2023. ********************** should not receive any further notices as of February 10, 2023. Furthermore, this letter will serve as ********************** documentation that he 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 his credit history or score. With that said, since we did provide ********************** with his 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: 02/25/2023

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:01/26/2023
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 BEEN WITHOUT A REFRIGERATOR SINCE NOVEMBER 29, 2023 THE REFRIGERATOR LEAKS AND WILL CAUSE WATER DAMAGE TO THE LOWER APARTMENTS IF TURNED ON. THEY HAVE BEEN WAITING ON PARTS AND NOW THAT THEY HAVE STATED THEY HAVE RECIEVED THE PARTS IT IS STILL FILLING UP WITH WATER AFTER THE **** LEFT AND WE ARE NOW HAVING TO WAIT ANOTHER WEEK FOR THE **** TO ARRIVE TO LOOK AT THE REFRIGERATOR. THE PROPERTY WAS ON THE MARKET FOR RENT AND THE REFRIGERATOR HAS BEEN IN THE MIDDLE OF THE KITCHEN CAUSING CONCERN TO PROSPECTIVE RENTERS. WE DID SECURE A RENTER WHO WAS TO MOVE IN THREE WEEKS LATER AS WE THOUGHT THE REFRIGERATOR ISSUE WOULD BE RESOLVED BY THEN, I HAVE UPLOADED THE RENTAL AGREEMENT DATE OG MOVE IN *** 30TH. THEY WILL NOT COME AGAIN TILL THE 31ST. THIS REFRIGERATOR HAS CAUSED US ALL KINDS OF PROBLEMS AND THEY REFUSE TO WORK WITH US TO REMEDY THE PROBLEM AT HAND AND WE CANT EVEN RENT ONE AS THEY WILL NOT ALLOW THE REMOVAL OF THE BROKEN ONE AND WE CAN NOT HAVE A BROKEN ONE AND A RENTAL ONE IN A RENTAL UNIT. THEY ARE FORCING US TO GO OUT AND PURCHASE A NEW REFRIGERATOR. THEY ARE NOT HONORING THE WARRENTY WHO GOES WITHOUT A REFRIGERATOR FOR OVER TWO MONTHS? THIS IS CRAZY.
Business Response
Date: 02/24/2023
February 24, 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 refrigerator was not repaired in a timely manner.

First, we would like to apologize for any inconveniences or frustration Mr. ****** may have experienced in this matter. The satisfaction of our members and customers is our top priority. We do not take these matters lightly and we sincerely regret any difficulty he may have experienced as a result of this issue. Upon receiving his complaint, we reached out the service provider and the parts team how the repair is progressing. We were advice the part needed to complete the repair still on backordered with no estimated time of availability. We made a decision to replace the refrigerator under the agreement for $2100.00. We sent ************** an email with the authorized amount and with the replacement information. With this being said, since it is our understanding the replacement refrigerator resolved her complaint we ask to have this matter close. Should he has any additional questions or concerns he can contact me directly via email.

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

Sincerely,

***********************
Regulatory Complaints Specialist
Email: ********************************************************************************** us why here...
Customer Answer
Date: 02/27/2023

Better Business Bureau:

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

Sincerely,

*************************
Initial Complaint
Date:01/25/2023
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.
The service technicians have agreed to repair my ** refrigerator, which is under warranty, but do not keep their appointments and are now not following up on their online promises. This has been going on since October of 2022. A technician came initially, said he was not qualified to do the repair, ordered the parts (which I have), and said someone else needed to come. Since then, we have had three appointments which were cancelled and one appointment when no one showed up. This was on 1-17-23. Since then, they will not take phone calls, and I have had extensive online chats with them. Now they want $5.00 to continue chatting. Please advise.
Business Response
Date: 03/13/2023

March 13, 2023

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

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

Dear BBB Customer Relations:

We have completed the investigation of ******************** complaint regarding the problem she encountered when she requested warranty service for her ** refrigerator.

Firstly, we apologize for any inconvenience or frustration that ****************** may have experienced. We reviewed the service order related to the refrigerator and found that ****************** does not have a protection agreement through Sears, and the warranty service request was not scheduled through **. ****************** should have been directed to contact ** with the warranty service request. The service order was created as a cash call and a technician was assigned to service the refrigerator. On October 11, 2022 the technician diagnosed that the compressor failed and noted that a R600 certified technician was required for the repair; the compressor, drier assembly, and valve were ordered. Unfortunately, we do not have a certified R600 technician to complete the repair on the ** model and service was rescheduled multiple times. Since the warranty is held by **, ****************** should have contacted ** to assist with the warranty repair. According to our records, on February 21, 2023 ****************** informed us that she had another service provider complete the repair, and she refused to return the parts we ordered. Since our technician should not have ordered the parts and should have directed ****************** to contact **, we did not bill ****************** for the parts she did not return. With that being said, since we have addressed the issue brought forth in ******************** complaint, we have closed our file.

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

Sincerely,

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

Customer Answer
Date: 03/14/2023

Complaint: 18895844

I am rejecting this response because: Starting last August, I contacted ** several times re: this complaint. They did give me the names of approved contractors with their company, but none of the contractors would take our request. They either had gone out of business, or we were not in their service area. They offered me no further help. I then started contacting random providers out of the phone book, and finally found the Sears people who said they could service the refrigerator. They did not state they would not accept the warranty. However, one service technician eventually came, but stated he was not qualified to repair the problem. Then we had a series of appointments which were not honored. Eventually, we found another technician who did come and who resolved our problem. The cost to us was $198.00, as ** had shipped parts to us. I feel ** should reimburse us the $198 since the refrigerator was under warranty, and they could not provide a service technician.

Sincerely,

***********************
Business Response
Date: 03/21/2023

March 21, 2023

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

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

Dear BBB Customer Relations:

We have completed the investigation of ******************** rebuttal to our response regarding the problem she encountered when she requested warranty service for her ** refrigerator.

We received ******************** rebuttal and we did not find that she has brought any new information to her complaint. While we understand her dissatisfaction that the Sears technician was not a R600 certified technician and unable to service the ** refrigerator, the fact remains that Sears did not charge ****************** for the parts ordered or the service visit. ****************** mentioned that she hired and paid another service provider to repair the refrigerator. Since ** is the manufacture and the obligor of the warranty, ****************** must file her complaint against ** for her request for service reimbursement. With that being said, since we have addressed the issue brought forth in ******************** rebuttal, we have closed our file.

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

Sincerely,

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

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