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:01/24/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a Quality Gold SF1853-18 14K Two-Tone Fancy Mirror Bead Necklace on 1/4/23 from Sears. My bank was charged on 1/6/23. The necklace was guaranteed to be delivered by 1/16/23. It didnt ship until after the guaranteed to receive by date. The UnbeatableSale Representative (Sears Marketplace Seller) was repeatedly dishonest. And the necklace was falsely advertised as 18; its actually 17.********************* (UnbeatableSale Representative) was repeatedly dishonest during countless whereabouts inquiries from my end to locate the item, evidenced by email inquiries she mistakenly sent me that were to be between her, the warehouse, *********************** ********************************** She refused discount offers requested for ongoing location issues & dishonesty, refused escalation to her supervisor, my case is marked closed on UnbeatableSales end so that I cannot file a dispute from my purchase history page with *********************** ***** been blocked from entering the UnbeatableSales website.The below involved companies Ive emailed requesting assistance from have not responded:[email protected]@searshc.commarketplaceorders@****************************************************************************************@********************************************************@qgold.com- Sears Order #: *********- Tracking #: **********************- Total: $340.84
Business Response
Date: 03/27/2023
March 27, 2023

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

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

Dear BBB Customer Relations,

We have completed the investigation of Ms. ************** regarding her online order experience.

As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that *** be used to select only Sears items or to narrow the results returned from an item search.

It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the sellers pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website.

With that said, our records indicate that ************** placed an order with a Third Party Marketplace vendor, not Sears. In ************** case, the order was fulfilled by **********************. located at ************************* Ste. ******************************, Email: ************************** and telephone number **************. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For ************** records, we have included our disclaimer below:

Third Party Advertisements and Links to Third Party Sites
We *** display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein.

Placing an Order
Some products offered through the Sears Site *** be fulfilled by third-party sellers, such as Sears Marketplace items. Third-party/Marketplace sellers' shipping and delivery policies *** differ from those offered by Sears.When ordering a product sold by a third-party or Marketplace seller, you should check their page for details on their shipping and delivery policies. Sears is an agent of third-party/Marketplace sellers for the sole and express purpose of receiving funds as payment for their merchandise sold on the Sears Site, and transmitting those funds to the third party/Marketplace seller. You agree that Sears' receipt of funds on behalf of a Marketplace seller is tantamount to receipt of the funds directly by the Marketplace seller, even if such funds are not subsequently remitted to the Marketplace seller for any reason; when you tender payment to Sears for third-party/Marketplace merchandise, you have fulfilled your obligation to purchase such merchandise.

You should contact third-party/Marketplace sellers directly via the contact information provided for any inquiries or customer service issues related to their merchandise, such as returns, or warranty issues. As payment agent, Sears will refund any money to you for returns of third-party/Marketplace merchandise via the payment method used to purchase the merchandise, after we receive notice from the third-party/Marketplace seller that you have returned merchandise to them in accordance with their return policy.

Returns and Cancellations
Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details.

After researching the order,our records show that ************** accepted a discount from the seller and a credit of $21.25 was issued in January of 2023. In closure, since ************** made a purchase with a Third Party Marketplace Vendor, we are unable to honor her request. As this decision is in accordance to our posted terms and conditions,we have closed our file.

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

Sincerely,
Regulatory Complaint Specialist
TransformCo
Initial Complaint
Date:01/24/2023
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.
Hello,I am requesting a 100% discount on my diagnostic fee charged on 12/2/22. I am requesting this due to the repeated same day cancellations of your service repair technicians and the inability to diagnose the problem when the tech finally did show up. On 10/24/22- I had taken off of work to allow the service tech to work on my fridge. At 9 am that morning I was called and notified the tech was not going to make it and it needed to be rescheduled. On 11/5/22- I rearranged my schedule for my second job to stay home instead and wait for the repair technician. Again, he was a no show! I contacted Sears chat and was told he was still scheduled to arrive- please see screenshot of chat attached! I was not contacted until about 6 pm that evening that the repair tech was not coming!!! On 11/18/22- Another day I rearranged my schedule to accommodate the appointment. Again I was not notified until after the business day was over that the appointment needed to be rescheduled. These appointments -canceled after the appointment time was over- show a complete disregard for your customer's time, energy and schedule. For these reasons, I am requesting a refund on the fee that was charged on 12/2. The service repair tech finally showed up on 12/2 but could not repair the appliance. What a complete waste of time. Please, do the right thing and correct your mistakes by granting this request. Thank you,****************************-428-4779
Business Response
Date: 02/01/2023
February 1, 2023

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

Reference File # 18888365 - *********************************

Dear BBB Customer Relations;

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

We have completed the investigation of Ms. ********* complaint regarding her dissatisfaction with the estimate for repairing her refrigerator.

As clarification, when we schedule service, whether over the phone or online, we inform our customers that for a $139.00 diagnostic/trip fee, we will travel to their home and provide them with an estimate to repair their appliance. We make it clear that if the estimate is accepted then the estimate is the only amount due, and if it is declined, then we will at least collect our non-refundable $139.00 trip/diagnostic fee, plus tax and gas charges. This helps cover our expenses to travel to the consumers home and provide this service. Once we are in the home, we can assess what is or is not covered under warranty. We do not give quotes for repair over the phone. There are too many variables and it leads to incorrect expectations being set. In Ms. ********* case, she needed the control board, and she declined the estimate.

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

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

Sincerely,
*************************
Regulatory ******************************************************* Corporation
Initial Complaint
Date:01/24/2023
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 a protection plan for my ** Dishwasher from Transformco in June 2020. On or about January 6th, 2023, I contacted their warranty department, as my dishwasher stopped working. They scheduled an appointment with their 3rd-party contractor to come to my house, diagnose the issue, and perform the repairs. They nailed 1 out of 3 of those, failing to diagnose the issue or fix the dishwasher. We were told that it needed parts. Parts were ordered. I was instructed to call back when the parts arrived. On or about January 18, the parts arrived. I called the warranty department back to schedule a follow-up appointment. That appointment was scheduled for January 21st; unfortunately, no one arrived. I called the warranty department back on the same day. Each representative was infuriatingly unhelpful, rude, and abrasive. I was informed that I could not open a new request, as the current request was not closed. I was informed that it would take 7 to 10 business days to hear anything back about getting help repairing my dishwasher. I have now called many times, attempting to get answers or make progress toward getting my dishwasher fixed, with each call more fruitless than the one before. I have been lied to, hung up on, told to call someone else, told to call back tomorrow or in a week, and have been treated more poorly than I could ever imagine. I have held my patience and only asked questions - none of which have been answered directly. With my most recent call, I was instructed to call back, again, in 24 hours. I have a large family and have now been without a dishwasher for three weeks, to no avail, despite my iterative and polite attempts to simply have someone help me. Finally, when the warranty was purchased, I was told that, if it could not be fixed, they would replace the dishwasher. I have been informed that was a lie.
Business Response
Date: 03/27/2023
March 27, 2023

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

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

Dear BBB Customer Relations,

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

It is unfortunate that we failed Mr. ******** expectations and we can understand his frustration with the series of events noted in his complaint. We can assure that his concerns have been forwarded to management for review so that future problems of this nature can be averted. After researching the service records, we found that the repair of the dishwasher was completed on January 30, 2023. In the interim, we have noted Mr. ******** concerns and have closed our file.

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

Sincerely,
Regulatory Complaint Specialist
TransformCo
Initial Complaint
Date:01/23/2023
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.
In Feb **** I purchased a new Kenmore refrigerator from Sears. I also purchased a Sears Master Protection Agreement (Contract #***************). I have continued to renew the Agreement through Aug 19, 2023.My most recent payment was $137.99 for one year (Aug 20 2022 to Aug 19 2023). My refrigerator died on Nov 21 2022. The Service Technician told me it was the compressor and that it would take at least one week to receive a replacement compressor. I had no alternate way to cool / freeze my food. I had to buy a new refrigerator. Sears honored my food loss claim. I received the payment on Dec 16 2022. Per the Agreement Paragraph 13. Cancellation and Refunds, I can cancel the Agreement at any time for any reason and receive a refund for the portion of the Agreement I have not used. On Dec 21 2022 I called the phone number stated in the Agreement 1-800-4 My Home. I spoke with ******. He refused to allow me to cancel the Agreement. On Dec 31 2022 I sent a certified return receipt letter to Cancellation Services ************************************** as stated in the Agreement. It was returned to me on Jan 17 2023 stamped 'Return to Sender Vacant Unable to forward'. I am asking the Better Business Bureau for its help in getting the unused portion of the Agreement due me under the terms of the Agreement.
Business Response
Date: 03/08/2023

March 7, 2023

Better Business Bureau
Customer Relations
330 *****************************************************************************

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

Dear BBB Customer Relations:

We have completed the investigation of Ms. ******* complaint regarding the problem she encountered when she requested to cancel the coverage on her refrigerator; and her request for a refund.

Firstly, we would like to clarify that **************** holds a Master Protection Agreement on her refrigerator that states under Cancellation and Refunds, If this Agreement is cancelled by you or us. After the first sixty (60) days of the term or after the expiration of the full manufacturers warranty for the Covered Product (whichever occurs last), excluding warranties covering component parts of the Covered Product, we will refund the purchase price allocable to the remainder of the Term of this Agreement prorated on a monthly basis, less any claims paid.

According to our records, **************** renewed the protection agreement on August 11, 2022 and was charged $137.99; coverage expires on August 11, 2023. On November 21, 2022 she requested service on the refrigerator and the technician ordered a compressor and an evaporator for the repair. On December 6, 2022 **************** filed a food loss claim, which was approved, and we issued her a check for $146.64. **************** mentioned on her complaint that she did not want to wait on the repair, and she purchased a new refrigerator. Even though **************** cancelled service, there was a $165 expense for the technicians service/diagnostic trip fee; covered by the protection agreement.

On December 9, 2022 **************** called our contract department to cancel the coverage and requested a refund. Since **************** paid $137.99 for the coverage, and the paid claims totaled $311.64 ($146.64 + $165), she would not be due a refund. If **************** would like to complete the repair on the Kenmore refrigerator, we can schedule service again; or if she no longer has the refrigerator, she can cancel the coverage, but she will not be due a refund. With that being said, since we have addressed the issue brought forth in Ms. ******* 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: 03/11/2023

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:01/23/2023
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 December 27th , 2022 i ordered 2 refrigerator shelfs from Sears parts direct online . The order number is W502166. They estimated delivery date was 1/5/2023. They immediately debited my bank account for $259.26 . The part never arrived on the expected date . I made several calls to customer service . I was told the part would be delivered by 1/15/23 and the manufacturer would provide me with *** tracking number . The tracking number was never sent and the order never arrived on expected date . I called company at customer service number list and a gentleman informed me the part was back ordered and he could cancel my order and find it from a different seller and place that order. He told me the cancelation could take up to 3 days . During this call I placed a new order for the refrigerator shelves ( which he told be he found cheaper ) with the understanding that in 3 business day my other order would be canceled and a refund would be issued. This new order number was C796140 and was for $216.26 for which they immediately debited my accounts again. A few days later I received an email stating my original order could not be canceled because it was going to be shipped out . This was not the information I was given a few days prior . When I contacted customer service back I asked for both orders to be canceled as I no longer wanted to deal with this company because of how deceptive they were . The women said she would expedite the matter and have both my original and other order cancelled . I just received an email today stating they could not cancel my order . I find this unexcepatble as I was lied and tricked into placing a new order.
Business Response
Date: 02/14/2023

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

February 14,2023

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

Re: # 18879016 ********* Kanal
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. Kanals complaint regarding her dissatisfaction with the delay on parts ordered through Sears Parts Direct website.
Upon receipt of Ms. Kanals complaint we reached out to our Parts Escalations team to assist with Ms. Kanals concern. The parts team researched and found that the delivery was delayed by the manufacturer. The part order was shipped and delivered to Ms.**********;on Thursday January 26, 2023, under tracking number 1Z1WF1670315044094. With the second order C796140 the shipping charges were refunded on January 21, 2023 for $15.99 then the part refund was processed on February 1 2023 for $198 back to her MasterCard ending ****. If Ms. ***** has any questions, she can contact me at ****************************************************. With that being said, since we did provide Ms. Kanal with her requested resolution, we have closed our file.
We apologize for any problems or frustrations that Ms. Kanal 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:01/23/2023
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 pay for Sears Home Warranty for my appliances, I had an appointment on 1/6/23 and was advised my stove needs an additional part. The tech ordered the part and said it should come in a few days and he would be back on 1/16/23, well its now 1/23/23 the part hasnt arrived and I havent received any follow up call, email or notice regarding my service.
Business Response
Date: 02/21/2023
February 21, 2023

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

Re: # ******** ***********************
Dear BBB Customer Relations:
We have completed the investigation of Ms. ******* complaint regarding the problems she encountered with the repairs on her stove.
Upon receiving Ms. ******* complaint, we contacted the local service unit for assistance. Our records indicate that as February 6, 2023, the repairs to Ms. ******* stove were completed. **************** was also trying to get service on a washer and dryer but was not aware that her Sears Home Warranty did not take effect for 30 days. A Sears technician did however service her dryer and notated that her dryer duct needed to be cleaned or replaced.
With that being said, since we have addressed the issue brought forth in Ms. ******* complaint,we have closed our file.
We apologize to **************** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.

*********************
Regulatory Complaints Specialist
Transform SR *********************************
Customer Answer
Date: 02/22/2023

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:01/23/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Sears is my service provider for my appliances. Both my refrigerators and microwave broke down 1 month ago and I'm still awaiting them to fix it. My complaint is regarding the microwave. I call for services because I could not see the clock the microwave was still functional. The technician came out and everything stop working. He took it apart and left it the same way. I was later told they are not able to fix it And I should find my own technician. This is unacceptable if I had my own technician I would never have a contract with sears. I am asking for your assistance either they fix it or replace it. Thank you for all your assistance in solving this issue timely. Regarding the refrigerator it's been a month they order the parts and still waiting for the job to be completed.
Business Response
Date: 02/21/2023
February 21, 2023

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

Re: # ******** *********************
Dear BBB Customer Relations:
We have completed the investigation of Ms. ****** complaint regarding her dissatisfaction with the way her claim has been handled under her Sears Home Warranty plan.
In order to investigate and respond, we had to reach out to ********** Services. In case ************** was unaware, her Sears Home Warranty is issued and administered by HomeSure Services, **** HomeSure of America, **** HomeSure Protection of **********, ***** or HomeSure of Virginia, ***** depending on the state she lives in. All of those variations though are subsidiaries of ********** Services, and Cinch provides the customer support when any customer calls into the ********************** Home Warranty line. Since Ms. ****** complaint strictly involved the administration of her contract and we have no control over that, we reached out to Cinch so that they could explain their position regarding Ms. ****** complaint and any details of any resolution they provided.
Our records indicate that as of February 01, 2023, the repairs to Ms. ****** refrigerator were completed and a technician is scheduled to return to Ms. ****** tomorrow February 22, 2023 to examine her microwave and we will have a better idea how we will proceed. Should ************** have any additional questions or concerns, she is welcome to contact me via email at ************************************************.
We apologize to ************** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.

*********************
Regulatory Complaints Specialist
Transform SR *********************************
Customer Answer
Date: 02/23/2023

Complaint: 18881337

I am rejecting this response because:

Sincerely,

*********************
Initial Complaint
Date:01/23/2023
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.
We have a Maintenance Agreement (Contract # *************) for an Elliptical that expires 4/25/24. A technician came out on 11/16/2022 and ordered parts for this product. On 11/21/2022 we received an email that stated Part(s) delay notice: We're working hard to find a replacement, plus, Well send weekly updates to let you know status and when a reschedule time is available. Since we didnt receive any weekly updates, I went to the website and noted that the part was still on back-order. In the beginning of January, I chatted with ***** and according to the following terms in the Maintenance Agreement s/he told me I will get a replacement product:We will repair your Covered Product or provide a comparable replacement item if we cannot complete a covered repair due to unavailability of functional parts or technical information, with no deductible for service(s). Replacement items will include delivery and basic installation. In the event of a replacement, any coverage remaining under the term of this Agreement will be transferred to the new replacement product.Additionally, s/he gave me a service order # (7435-4266-6669) and was informed that in ***** business hours I will hear from Sears about this replacement.I had not heard anything from Sears. On 1/13/2023 I chatted with ***** and once again I was told that s/he was escalating this issue to our parts team and they will contact you within 2 to 3 working days. S/he assured me that they were going to contact me by phone (confirmed my phone number), and as of today (1/21/2023) I have not heard from Sears.I have paid for this Maintenance Agreement and it doesnt expire until 4/25/2024. It is worthless because it has been now two months that I cannot use the elliptical, and Sears is not complying with the terms of this contract. I either want a replacement elliptical that isnt defective or my money back ($185.52) for the Maintenance Agreement.I have wasted my time and been lied to.
Initial Complaint
Date:01/23/2023
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.
Purchase a refrigerator and has been worked approximately every 6 month six purchase after the first two years. Have been required to pay some type service fee or diagnostic fee with manufactures warranty. There has been several appointments scheduled in which the technician did not show and asked to reschedule after waiting 2-3 weeks for original appointment. 4 repairs have been paid and refrigerator is still not working with same original issue. on last visit I was convinced to pay for a home warranty to cover future issues with warranty expiring. No appointment can ever be made or speak to any one with customer service without agreeing and/or paying a diagnostic fee or deductible. Their service agreements and receipts clearly state all jobs are warrantied for 90 days. A tech came out on 01/20 and refused to do any repairs after being the tech on record for at least 4 of the other same issue as work order was typed in incorrectly and need payment before any work could be done knowing he was here on 11/01 and sold the home warranty but also within 90 days of the last repair. This refrigerator should have fallen under the "lemon law" for full replacement and also falls with Sears contract warranty for replacement.
Business Response
Date: 02/02/2023
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 ****************** feels they do not take care of this issue or that they still have a valid dispute against the terms of this coverage, they are also able to file a complaint directly against his Sears Home Warranty/Cinch by filing with the ******* BBB. Prior to doing so, Cinch does state on their BBB site:

If you are considering filing a complaint through BBB, Homesure of ******** **** would like customers to contact their customer service ********************** at **************. Homesure staff are available to support you from 8 a.m. - 5 p.m., (ET) Monday through Friday. General Support for new and existing claims is available 24/7 using the primary contact number associated with your warranty.

With that said, since we do have them working on ****************** issue we have entered this information to close this out on our end as there is nothing further we are able to do since we do not administer the contract.

Sincerely,

*******************************
Regulatory Complaint Specialist
**********************************************************
Initial Complaint
Date:01/21/2023
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.
We have had a Sears Home warranty # ******** for many years. On November 25, 2022, we made a call requesting service for our dishwasher. The repair was assigned to Perlas Appliance Plus. ***** was the service person who asked for the serial number / model of the dishwasher and our assessment of the issue. We told him that the sprayer arms were broken and he said he would order parts and would call in about a week to set up an appointment for service. He never called and did not come to the house. We would periodically call and each time he said that the parts were still not in. He suggested that we not call him but that he would let us know when the parts were in. In the mean time we investigated the availability of the parts and learned that they are no longer being made and are not available. On December 29, we called Perlas Appliance Plus and said that it had now been over a month and expressed our concern over the length of time we were waiting and that we are still without a functioning dishwasher. ***** said that he now had one of the sprayer arms but still waiting for the rest. On January 5, we received a charge on our credit card for the $75 deductible for the dishwasher service call even though no one had come to the house and we still did not have an appointment. At that point we called the Sears Home Warranty to see what could be done. We were told that parts can NOT be ordered unless someone comes to our house. The conflicting information indicates that someone is not telling the truth. We have made numerous phone calls to Sears to resolve the issue. Our calls were constantly transferred between representatives . On January 9, 2023, we talked with 5 people. Twice we were promised a call back from a supervisor within 48 hours. This never occurred. We want the $599.88 refunded for the warranty year 2/22 to 2/23 because Sears home warranty did not fulfill their contractual obligation to fix or replace . They claim the $75 deductible was refunded.
Business Response
Date: 02/14/2023

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 2017 and Sears ************ is not involved with the service he indicates therefore at this time we have forwarded this complaint over to our direct contacts at Cinch and they are committed to fairly resolving any issues we send to them but they will enforce the terms of the contract. If ************** feels they do not take care of this issue or that they still have a valid dispute against the terms of this coverage, they are also able to file a complaint directly against his Sears Home Warranty/Cinch by filing with the ******* BBB. Prior to doing so, Cinch does state on their BBB site:

If you are considering filing a complaint through BBB, Homesure of ******** **** would like customers to contact their customer service ********************** at **************. Homesure staff are available to support you from 8 a.m. - 5 p.m., (ET) Monday through Friday. General Support for new and existing claims is available 24/7 using the primary contact number associated with your warranty.

With that said, since we do have them working on ************** issue we have entered this information to close this out on our end as there is nothing further we are able to do since we do not administer the contract.

Sincerely,

*******************************
Regulatory Complaint Specialist
**********************************************************

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