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.
2,210 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:01/25/2023
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.
And E has been out to repair my under warranty GE refrigerator 3 times. They were supposed to return to my house on January 25,2023 to complete repairs. Parts were supposed to be shipped to my house ahead of service. On Monday January 23rd I called because no parts had been received. I was told parts had not shipped * indeed had not been ordered* and no one had advised me by phone or email. They know how to reach me. There is no way to speak to any one on the phone. Their last repair on my fridge on December 20 lasted only 48 hours.
Business Response
Date: 02/20/2023
February 20,2023

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

Re: ***********************************
      File Number 18895295

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 repairs she required for her GE refrigerator.

We would like to clarify that we did not sell ************************ her refrigerator and we are not the manufacturer or the obligor of her manufacturers warranty on her refrigerator.We are just the repair provider that GE contracted to provide repairs to ************************** refrigerator so they could fulfill their warranty obligations. Any questions or requests regarding the warranty coverage, including requests for a different service provider, a replacement or even a refund, would need to be directed to the obligor of her warranty which in this case is GE.

Upon receiving her complaint, we made contact with the local service unit for assistance. Our record indicate that the technician is currently scheduled to go to the home on February 23,2023 to service the refrigerator.

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

Sincerely,

***************************
Regulatory Complaints Specialist
******************************************************
Initial Complaint
Date:01/25/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My ******* refrigerator started making a loud nose on 12/18 so I notified Sear home warranty company. I have had a contract with them since about 2017. They told me I needed to pay $75 to have a technician come out to fix the problem. On 12/21/2022 a technician came to the house and said it was probably ice maker and ordered 3 items to be delivered to my house and he would return the following week for installation. Two parts arrived within t couple of days but the a fan never came. I contacted Sears home warranty to find out whats the hold and been told it was coming within 4 days and I should call to arrange for a technician to complete the job. I am still waiting and was told the part is on back order with no expected delivery date. This refrigerator noise is a pain in the **** . Today I finally spoke to a person who said I should hear something within 72 hours to replace this refrigerator. It is fairly new about 2 years old. I hoping this is not another run around but I am very discouraged
Business Response
Date: 02/22/2023
BBB Customer Relations
**********************
330 ****************., Ste. #****
*******, ** 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 ********** 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 and 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: 02/23/2023

Better Business Bureau:

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

Sincerely,

***************************
Initial Complaint
Date:01/25/2023
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.
You people help me beg Sears masterPlanProtection and their warranty. I have never seen a lack of customer service and disregard for their clients like this when it comes to collecting pyt they have no problem but have one small issue.... they will toss you around and get you frustrated. I have called almost every other day . My fridge I bought less than 3 year ago , I got an appliance warranty I paid for 3 or 5 year not sure( which none of them has lapsed) and the one they take out of my account monthly for over a yr just in case I should need it. I have these 2 yet none of them can help me. I am currently on the ph for the 100th time asking o be escalated to a manager. I have lost money and buying food almost every as I don't have where to put them and the food I had in there, i have thrown everything out ( what cost me over $800). To follow up is like sickness to them... if I had kept all the money I have paid you guys I could have bought another fridge and had change. I have been on the ph with them on in the last one hr and still currently being put on hold after speaking to 2 persons . The last person I just spoke too cut me off and said I should go ahead and call the right department... you people are evil. With 3 young children I keep asking to escalate these calls and your representative are either hanging up the call or transferring my call which eventually gets hung up. I hope you record your calls. I have also asked them to make sure all calls I have with them are recorded. This fridge was purchased from American freight with sear protection plan I paid for. Then warranty they made me sign up for in addition to the plan I bought. I tried o use an ice box for 2 wks to save some food unfortunately everything went bad. The money I have paid so far could have bought a new fridge with no hassle and up till now no resolution as to what will be done.
Business Response
Date: 02/24/2023
February 24, 2023

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

Re: Itseeme Iriabho
Complaint ID: ********

Dear BBB Customer Relations,

We have completed the investigations of Ms. ******** 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 receiving her complaint, we reached out to the service provider how the repair is progressing. The service provider stated on February 21st the technician discovered the refrigerator shorted out and tried to remove the electrical components but the refrigerator still keep turning off and on by itself. The technician went back on February 23rd and added more refrigerant and it was confirmed the refrigerator is cooling as it should be at that time. If the refrigerator still not working she can contact me directly via email for further assistance. Since, we have confirmation that the refrigerator is cooling as it should be we have close 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:01/24/2023
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.
On 16Jan2023 I encountered a sewage backup in my home. The backup occurred in both my master and hallway bathrooms, the two toilets, shower and tub. I called Sears Home Services for which I have been a member since 07/2019, Contract# ******** with no service interruptions. I secured service with Benchmark ****************** by paying my $100 deductible, confirmation #******. Around 10:15am on 17Jan2023 Technician ******* arrived at my home. He did a full observation of my home and began to rod out the cleanout access pipe towards my home for about 8 minutes. He had me flush a toilet and run water which flooded my home immediately because the blockage had yet to be cleared. Advised him of the flooding and moments after he was leaving. The problem still existed. I called Sears for instructions and was told specifically what my coverage included. Told Sears that the backup still existed. Sears offered no further assistance and suggested I contact a different company. I contacted Roto Rooter and within the confinements of my Sears coverage, Roto Rooter performed the exact same service as Benchmark but with more assertiveness than Benchmark and was able to remove the blockage and contents, restoring my home to a safe and functional use. I paid $550 to Roto Rooter. Called Sears to see just how we could resolve the additional expenses I endured and received absolutely no resolution. I spent nearly two hours on the phone with Sears just trying to obtain assistance during this time of need. My reasoning supporting for refund is simple, Sears did nothing to restore my home to a functioning home and to no regard has Sears tried to rectify this situation after the fact.
Business Response
Date: 02/17/2023

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

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 Mr. ********* 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 Mr. ********* issue we have entered this information to close this out on our end as there is nothing further we are able to do since we do not administer the contract.

Sincerely,

*******************************
Regulatory Complaint Specialist
**********************************************************
Initial Complaint
Date:01/24/2023
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.
On January 17th, I had Sears service a dryer in my house.This service was provided through my home warranty provider.After this service was rendered and paid for, I got an e-mail confirmation confirming the services were completed and paid for.Later that day, at around 11PM, I started getting several more e-mails from sears, showing that I had ordered preventative maintenance for appliances I do not own. These services were signed for with a forged signature and were not authorized by me in any way. I contacted sears about this via chat and was promised a follow-up within 48 hours. It has now been a week and I have not heard back.I attempted to contact Sears via phone, but they do not provide you with access to any live agents for billing issues, making it impossible to pursue this matter outside of filing a public BBB complaint and leaving a review warning others about the problem.
Business Response
Date: 03/09/2023
Transform SR ******* ********** LLC

March 9, 2023

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

Reference File # 18892568 *********************

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

Dear BBB Customer Relations;

We have completed the investigation of Mr. ******* complaint regarding his dissatisfaction with the service he received from *********************** on a dryer with a service contract held by his Choice Home warranty.

The contract to service it is not held by Sears or ***********************. We are contracted by Choice home Warranty to provide warranty service and any questions regarding the terms of the service contract and the application of the contract, would have to be directed to Choice Home Warranty. With that said, our records show that the repair we were contracted for on January 8, 2023, was completed on January 17,2023. There was according to our notes a cleaning on the refrigerator and the washer also, with no extra charges to the company. Besides the repairs on the washer. Since we have no other responsibilities, other than to provide service and this has already been done, we ask to have this matter closed.

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
Customer Answer
Date: 03/10/2023

Complaint: 18892568

I am rejecting this response because:
Thank you for providing me with the response from Transform SR ******* ********** LLC.
However, I would like to reject their response as it does not address my concerns. Sears is claiming that they provided cleaning services on my refrigerator and washer. They absolutely did not. I did not request or authorize any such services. I was not offered these services by anyone. I got e-mails claiming I received and signed for these services when I never did. They are claiming that I accepted and signed for these services, which is not true. The signature for these services is either forged or just a scribble.
Moreover, Sears is stating that they serviced a brand of washer and dryer that I do not own. This indicates that the technician lied about offering or performing any services on my appliances.

Therefore, I request that Sears provides a proper response that addresses my concerns and offers a reasonable resolution to this matter.

Thank you for your assistance.

Sincerely,

*********************
Business Response
Date: 03/20/2023

March 20, 2023

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

Reference File # 18892568 *********************

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

Dear BBB Customer Relations;

We have completed the investigation of Mr. ******* complaint regarding his dissatisfaction with the service he received from *********************** on a dryer with a service contract held by his Choice Home warranty.

We have received **************** rebuttal, we apologize for any inconveniences that you may have experienced in this matter, please be assured that we understand your frustration.
Regarding your complaint we are investigating the information provided by the technician, and we really appreciate your feedback. 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 this member experience. We ask to have this matter closed.
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:01/24/2023
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.
Transform SR ****** LLC markets itself under Sears Home Services, a trusted brand. I thought I was asking Sears to send a technician for refrigerator repair. I received confirmation that a service technician would arrive and diagnostics would cost $169. If I elect to have them do the repair, that fee goes toward the repair cost. The tech arrived, but did not even look at my appliance. He stood beside the refrigerator and rupees into his smart phone for about 10 minutes. He quoted me over $1000 for repairs initially but when I declined, he came down to $551.40. I didnt trust him because he had not even pulled the appliance away from the wall to look at it so I again declined. He then started a high-pressure sales pitch about insurance for appliance repair. I declined- more than once. So he told me that I owed $187 for today. I told him that I had contracted for an appointment for $169 and handed him a check. He kept insisting that there are taxes and fees on his service- which he did not provide. He scanned my check finally and left. Now ** getting notices and threats of collection for a bill that I paid Dec. 19th. the day of service. I have the check receipt. There is not a number that I can call and this company cannot be searched easily in the web.
Business Response
Date: 02/23/2023
Transform SR ******* ********** LLC

February 23,2023

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

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

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

Dear BBB Customer Relations;

We have completed the investigation of ************** complaint regarding the problems she encountered with the charges on the repairs of her refrigerator.

When a customer calls us to schedule an in home **********************, we inform them that we will provide them with an estimate to repair their appliance. If they accept our estimate that is the only amount they would owe, but if they decline our estimate, then they would owe us our diagnostic/trip fee of $69.00. Plus tax and fuel charge total of $187.83. Providing the estimate is in itself a service. ************** has to use time and fuel to travel to the home and then determine what is needed to repair the appliance. Some repairs are easier to diagnose than others. If we gave an estimate though that price would have included the diagnostic fee so that would not have been on top of that. Regardless though, ************ declined our estimate which is certainly her prerogative but since we did provide her with the estimate that we said we would provide, we do not see that she is entitled to a refund of those charges.

Upon receiving Ms. Wood complaint, we reviewed the notes in our service regarding her refrigerator repairs. ************ did provide a Payment at the time of service, however, the payment charges did not went through,payment fell out of the system, and her account was billed, this is a valid charge.With that being said, we have closed our file.

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

Sincerely,

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

Customer Answer
Date: 02/23/2023

Complaint: 18881240

I am rejecting this response because:The contract stated the diagnostic fee would be $169, which I paid at the time of the visit. The company said sometimes payments fall out of our system. If they know that, it is their responsibility to fix their error. Its a problem known to them. Additionally, having a service person stand in your kitchen is not service or diagnosis. Its killing time. I paid for diagnostic services which I did not receive. At this point, I will be forced to start a class action suit against the company. The business practice is predatory. Its a shame, because I was willing to pay the $169 even though the service was unsatisfactory, but the additional charges that were not disclosed was the last straw. I wonder how many other seniors they try to take advantage of?

Sincerely,

*********************
Business Response
Date: 02/23/2023
Transform SR ******* ********** LLC

February 23,2023

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

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

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

Dear BBB Customer Relations;

We have completed the investigation of ************** complaint regarding the problems she encountered with the charges on the repairs of her refrigerator.

We received ************** rebuttal and we do not find that he has brought any new information to her complaint. While we understand that ************ is dissatisfied that she still responsible for the bill. The fact remained that she is responsible for this bill, since we provided the services. 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. Please feel free to contact me at **************************************** if you have any further questions.

Sincerely,

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

Customer Answer
Date: 02/23/2023

Complaint: 18881240

I am rejecting this response because:They have not responded to the complaint, or taken responsibility for poor services.

Sincerely,

*********************
Initial Complaint
Date:01/24/2023
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.
Repair of our GE washing machine was satisfactory, after which the repairman was paid with a **** debit card.This transaction was duly noted by our bank, ******* ***** The job was completed on December 14, 2022.We have been receiving bills for the repair since then. We sent them a copy of the paid invoice which was never acknowledged.They are threatening to turn this matter over to collections and we are unable to resolve the matter.
Business Response
Date: 02/15/2023
Transform SR ******* ********** LLC

February 15, 2023

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

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

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

Dear BBB Customer Relations;

We have not completed the investigation of **************** complaint regarding the bill received for the repairs on the 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 February 3 2023. ************ should not receive any further notices as of February 3, 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: 02/16/2023

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:01/24/2023
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 purchased an upright kenmore freezer **** cubic feet last March, for about ***** dollars. Around October the seal stopped working and ice filed the freezer. Someone came out to "repair" it in December. They did not repair the freezer and even more ice forms inside. I called and told them it was still not working. They are sending someone out yet again, but tell me this time I have to pay- for their mistakes. Do not buy from this place. I should not have to pay a diagnostic fee because their crappy freezer- that I paid for, and is still under warranty, failed. They are scammers.
Business Response
Date: 02/21/2023
February 21, 2023

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

Re: ***************************
       File Number 18888377

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.

With that said, we have completed our investigation of Ms. ********* complaint regarding the problems she encountered with the freezer.

Upon receiving Ms. ********* complaint, we contacted the local service unit for assistance. Our records indicate that the technician completed the freezer repair on January 24, 2023,and notated the parts were installed and the unit is now working. There was no charge for the return visit. Since we have confirmed with the technician that the freezer is now working, we have closed our file.

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

Sincerely,
***************************
Regulatory Complaints Specialist
******************************************************
Customer Answer
Date: 02/22/2023

Complaint: 18888377

I am rejecting this response because: the freezer is not working and he left my garage a mess of quick I have pictures to prove it.

Sincerely,

***************************
Business Response
Date: 02/23/2023
February 23, 2023

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

Re: ***************************
       File Number 18888377

Dear BBB Customer Relations:

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

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

Our records indicate that the technician completed the freezer repair on January 24, 2023, and notated the parts were installed and the unit is now working. If the refrigerator is not currently working, ******************** will need to schedule a new appointment to have the technician to return and diagnose the issue.   Accordingly, we have closed our file.

We appreciate the opportunity to address this issue.

Sincerely,
***************************
Regulatory Complaints Specialist
******************************************************
Initial Complaint
Date:01/24/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Ordered part on 12/21/22order W493575- charged $121.66 for ******* washer control panel. Part was never delivered so promised refund and the rep ******** C786817 and charged 12/29/22 $104.47 for same part. Promised in stock and delivery by 1/7/23. Spoke to rep 1/7/23 informed part was not available and refunds would appear and it takes 5-7 business days. So 1st refund posted to credit card with $95.76 + ***** =$110.72 which is short refund $10.91. The second order never received refund. I have made several calls and still not refund for addition $10.91 or $104.47and no part was ever provided. Its fraudulent to not provide a part and charge me for something I believe they never had in stock.
Business Response
Date: 02/15/2023

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

February 15,2023

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

Re: # 18888375  ***********************
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. Martins complaint regarding her dissatisfaction with the delay on parts ordered through Sears Parts Direct website.
Upon receipt of Ms. Martins complaint we reached out to our Parts Escalations team to assist with Ms. Martin concern.  The parts team researched and found that the delivery has been delayed by the manufacturer.  The refund for the order W493575 was refunded on December 29, 2022 on multiple refunds of $95.76, $14.99 and $10.91 making the total refund of $121.66 back to her **** Card ending on ****.
Her 2nd order C786817 has been refunded on February 15, 2023 for $104.47 to the **** card ending on **** If **************** has any questions, she can contact me 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. ****** 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:01/24/2023
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 purchased a new refrigeratorSeot.27,2022 from Sears(Kenmore) and the first day we experienced problems with the ice maker and the door. We called to have a repairmen come out and work on it. (Through Sears). He came on Oct 24,2022. He ordered a new door. After several calls to Sears we are still waiting for the door. I have talked to at least ***** so called workers. To say we are not pleased is an understatement.
Business Response
Date: 02/21/2023

February 21, 2023

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

Re: *******************************
      File Number 18888374

Dear BBB Customer Relations:

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

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

Upon receiving Ms. ********** 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 refrigerator valued at $1786.94, this is in accordance with the terms of her manufacturers warranty. ********************** can select a replacement at a Sears store and if she does not have one in her area, she can select an item listed as Sold by Sears on Sears.com and contact the replacement team at ************ with her selected item and they will assist her with the replacement refrigerator.    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
******************************************************

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