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

6,288 total complaints in the last 3 years.
2,207 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:01/21/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I pay for Sears Home warranty every month for the past 2 years. I finally put in a claim 2 weeks ago and it has been a nightmare. I paid the $75 deductible to receive services. They were initially scheduled to be here on 1/12/2023 between 8 am and 5 pm. I received a call around 10:30, I answered the call but no one said anything, and the call disconnected. At 11:11 am I received a new text message saying that my service has been rescheduled for 1/23/2023. That was unacceptable and I was able to change it to the 20th. Today the same exact thing happened. I received a call at 3:36 pm and no one said anything when I answered and the call disconnected. At 3:48 pm I received another text message rescheduling my appointment for 1/25/2023. I no longer want this service and I want my money back for every premium that I have paid for as I believe they are a scam. It is nearly impossible to get a live person on the phone without trying different methods over and over until finally speaking with someone. When I finally got someone on the phone they told me that they would reassign it and I would have to wait until Monday to speak to someone about it. I have never been so angry in my life, they don't care about food spoilage or anything that I am going through. If they do not come out on Monday I will be filing a lawsuit.
Business Response
Date: 03/10/2023
BBB Customer Relations
**********************
******************************************* #****
*******, ** 60611

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

Dear BBB Customer Relations:

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

We do sell the Sears branded Sears Home Warranty (***) to our customers and we believe it presents a great value to them as well as an alternative choice to the product specific protection agreement coverage we have carried for years and that we also continue to sell. Sometimes as part of our sale of the **** we might have a promotion that will discount the service on a non-working appliance in exchange for purchasing the *** for at least a period of time that would cost equal to the discount provided (usually a maximum discount of $150.00). If the contract is canceled before at least the discounted amount is collected in the form of monthly charges, even when no other service is used, then the promotion is invalidated and the full amount of the repair is due.

Once the coverage becomes active though 30 days after purchase, and we would note that items are expected to be in good working order at the onset of coverage and if they are not, it could be considered to have a pre-existing condition that could cause it to not be covered, we are no longer involved with the contract.The actual *** contract is issued, administered, and the obligor is listed to be, different entities dependent on the state where issued; but all are subsidiaries of Cinch Home Services. When the *** number is called, it is their customer service that is dispatching service and they make any decisions regarding replacement of product and the application of any terms and conditions of the contract, including whether something is covered or not.There are times that Sears might be the service provider used if we have technicians available in the area and provide the service needed, and other times that other service providers might be contracted by Cinch.

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:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased a refrigerator/freezer from this store in April 2022. Ice Maker never worked. Had a technician come out. Said it was the ice maker. Next tech came out and said it was the door. Received wrong door for refrigerator. Next technician called supervisor to approve a replacement because he said it wasn't repairable. Said I'd receive an email within 72 hours. Received email. Clicked on link to process replacement. The service order number was invalid and the system wouldn't take it. Called again. Another service tech appt was required they said. Next tech called before and said "what's up?". I explained. He called his supervisor who approved the replacement again and said I'd receive a new set of emails with a correct service order number to complete the process. No emails ever came. (yes, spam was checked constantly). Got on the phone and had to start all over. They scheduled another tech visit. *** called again before coming out to tell me it was approved for replacement twice - "why do you keep calling?) . I explained I have no recourse but the Sears Home Servcies phone number and that the process was completely stalled. He said I'd have to start over again on the phone. That was today. Spent another 2 hours on the phone with SEARS home services and then got hung up on again.
Business Response
Date: 03/15/2023
March 15, 2023

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

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

Dear BBB Customer Relations:

We have completed the investigation of Ms. ******* ********* regarding the delay in receiving her purchase agreement replacement.

After reviewing Ms.******* ********* and our records, we were able to determine that due to the pandemic, productivity and shipping has been delayed and is some cases ceased from the manufacture. We have been impacted by the global supply chain shortage which has caused delays in processing. Unfortunately we do not have empowerment over the manufacture with orders, productivity and freight shipping. We apologize and appreciate our valued customers patience.

It is our understanding that once the manufacture was able to fill Ms. ******* order, the delivery was completed on February 07,2023. Based off the aforementioned, we have closed our files.

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

Sincerely,

Regulatory Specialist,Regulatory Complaints
Transformco LLC
imx integrated member experience
Initial Complaint
Date:01/21/2023
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.
Appliance which was under maintenance warranty took 5 mnths to replace. They replaced with correct appliance. Instead of a home refrigerator they brought a refrigerator made for an RV. No electical cord provded with appliance on delivery, so they delivery people plugged it in with extension cord. This blew the mother board in the appliance. Repair company says not reparable. **************** dragging their feet, requiring additional paperwork from repair company. The initial paperwork was sent to warrenty people, but somehow it got "lost". Meanwhile, it *** been 7 months now I have been without my refrigerator. Every time I have called to speak to warraty people, it seems as though I get the run around.
Business Response
Date: 02/14/2023
February 14, 2023

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

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

Dear BBB Customer Relations,

We have completed the investigations of Ms. ****** complaint.

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 he may have experienced as a result of this issue. Upon receiving her complaint, we discovered the refrigerator has been approved for a replacement under warranty for $1299.99. She chose a replacement model and has been processed, its scheduled to be delivered on February 22nd. Since, it was our understanding the replacement refrigerator resolved her complaint we have closed our file. Should she has any additional questions or concerns she can contact me directly via email.

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

Sincerely,

***********************
Regulatory Complaints Specialist
Email: ******************************************************************************
Initial Complaint
Date:01/21/2023
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 have never experienced this type of customer service before. I am LIVID.My grandmother has been charged for a Sears repair protection plan on two water heaters since September 2016. She got the water heater replaced through the company and they failed to remove the old water heater. My grandmother was charged $90.08 for a water heater she didn't have for 6 years. We got it cancelled on Jan 6th 2023 and a case was opened #******* for more adjustments/credit. I have called for two weeks on this case and NO has helped. Today alone I have been on a call for over an hour continually getting transferred.No one will get me to a supervisor. I was transferred so much that I got to a rep 2x. I asked him why he transferred me to the wrong department and lied stating that I used foul language. So now the company is lying to customers. I am totally disgusted. After 2 hours today on being a call, I was told I will get a call back. The same thing I've been told for weeks. NO RESOLVE.
Business Response
Date: 03/03/2023

March 3, 2023

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

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

Dear BBB Customer Relations:

We have completed the investigation of ****************** complaint regarding the problem she encountered with the coverage on her water heaters; and her request for a refund.

We reviewed the ****************** account and confirmed that she purchased water heater model ********* on May 30, 2013, along with a protection agreement that expired on May 30, 2022; she paid $109.99 for the coverage. We also found that on September 1, 2016 ****************** purchased a new water heater at ****************. She purchased water heater model *********, and she also purchased a new agreement for this new water heater; expired in September 2022. We would like to note that ****************** did not inform our contract department that no longer had the model ********* and she did not call to cancel coverage. It is the consumers responsibility to request cancellation or changes to the covered product.

We also found that on February 4, 2020 ****************** called in and renewed the agreement on model ********* for a few additional months in order to have the same expiration date as model *********. A copy of the new agreement was sent to ****************** showing both water heater models listed; agreement ************** with expiration date set to September 15, 2022. At no point did ****************** notify ** that she only had one water heater.

We would like to clarify that the only time a contract will be transferred to another water heater is if our water heater team, along with our contract department, authorized a replacement. In ****************** case, she purchased a new water heater and new agreement in 2016. Even recently, the coverage on model ********* was renewed by ****************** on December 1, 2022, but it was cancelled on January 6, 2023; $90.08 refund was issued to ******************. The records show that ****************** daughter called requesting a refund for the previously expired coverage on model ********* because the unit was replaced in 2016, and her mother had paid until 2022. Since ****************** did not report any changes and did not request a cancellation, the request for a refund was denied. However, as a good-will gesture and one-time courtesy only, we will issue ****************** a check for $55 which is half of the amount she paid for the initial coverage. ****************** should receive the check within 7 21 business days. With that being said, since we have addressed the issue brought forth in ****************** complaint, we have closed our file.

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

Sincerely,

***************************
Regulatory Complaints Specialist
Initial Complaint
Date:01/20/2023
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.
10 Aug 22 Sears tech came because tractor model #*********,contract#*************** contract expiration 21 Nov 22 under a Repair Protection Agreement. Purchase 31July14.The tractor would not start. **** #******, technician discovered a broken weld on the mower deck &proceeded to order 28 parts per *********29Aug22 I phoned Sears was told tractor parts would arrive between November 17th&18th.10Oct22 I phoned Sears, asked they send **** the technician to put the parts on that had arrived. I was informed that Sears would not extend my warranty & if I wanted the cash replacement of $**** I would have to do the following:1. Renew my Repair Protection agreement before 21Nov22 and pay $665.35 which I did 14Nov22 for 1-year then I could cancel renewal after I recd ****. 19Oct22 **** came did some repairs with parts that had arrived. **** stated to me he did not have enough daylight to finish & ****** pins would hold the deck until he could put the brackets on when he came next time. The gas tank was leaking & I was in fear of turning it on. **** told me not to worry & ordered a new gas tank. He said it was okay that it leaked fuel,it would not cause a fire. I have had 43% of my body burned and I was appalled when he instructed me to go ahead and mow. Sears has a 90 day recall for **************************** concern is the approved ck for **** has to come first, recall for repair 2nd and a refund on a contract I've never used is third. **** never returned.After many phone calls to Sears on 25Nov22 I was given case #******* & was told I was approved &would receive a check between **** business days. 8Dec22 I called was informed I needed to fill out a cash replacement letter they would email & I mailed back 8 Dec. I called again spoke with ****#****** 10Jan23 stated he would reissue ck. 20Jan 23 I called & was told they never received my paperwork. The domino effect of this,what happens to repair recall, my $665.35? I resent the cash replacement letter by **** and by email again 20Jan23
Business Response
Date: 03/14/2023
Please see the attached response
Customer Answer
Date: 03/30/2023
Issues still pending:

1. Refund $665.35 to my credit card.
2. Complete the recall repair as promised.

3. Please reopen case.

Thank you for your attention in this matter.

********************************;
************
Business Response
Date: 04/12/2023
We have issued a refund in the amount of $665.35 to ************** **** card ending in ****. In reference to her request for recall repair unfortunately, we are unable to offer repair as the agreement was fulfilled when cash replacement was offered and accepted. ************** will received the refund of the agreement extension within **** business days.
Customer Answer
Date: 04/13/2023

Complaint: 18870311

I am rejecting this response because:

Sincerely,

********************************
Initial Complaint
Date:01/20/2023
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 made an appointment with Sears on December 22, 2022 to repair my GE washer. A service technician came out investigated the washer for 10 min and said I needed a timer and the cost would be $385.73. He told me I had to pay upfront to have the second technician arrive to replace the timer. The second technician arrived on Dec 30, 2022 and said the wrong part was ordered and that he didn't think I needed a timer at all. A third technician came out to my house on 1/6/ 2023 and confirmed the first technician ordered the wrong part. At this point I was frustrated with Sears. I declined the service and signed stating so. The technician advised me I would receive my refund in a few days. A few days past and I didn't receive a refund if $255. 00 which was the amount owed after Sears deducts their ****** fee. I called the Sears corporate office to complain. A representative told me she would put in a dispute for a refund and it would take 7 -10 days. It's now the 20th and I have not received my refund of $255.00. I've read numerous complaints how Sears takes your money and makes you wait months for your refund. I cannot wait months as I need to purchase another washer. Everyday I call and I am giving the run around. Managers don't call you back and the customer service line all say the same script. I have emailed and called Sears regarding my refund numerous times and I haven't received any replies or phone calls. I would like to have my refund of $255. 00 and I am asking for your help to intervene. My Order Number with Sears is ***************.
Business Response
Date: 02/09/2023

February 9, 2023

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

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

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

Dear BBB Customer Relations,

We have completed the investigation of Ms. Perezs complaint regarding the charges for the parts and repairs for her washer.

Upon receiving Ms. ****** complaint, we reviewed the notes in our service regarding her washer repair. Since it appears that the repairs were canceled by ************** due to the technician ordering the wrong part, we submitted a refund request, Charges were refunded to her on her credit card ending on **** for the amount of $ ****** on January 25, 2023. She should be aware that it could take her card issuer anywhere from 1-5 business days to post that refund to her account depending on their policies governing refunds, and if she has not received it within that timeframe she is welcome to email me for assistance at ****************************************************. With that being said,since we did provide ************** with her requested resolution, we have closed our file.

We apologize for any issues or frustrations that ************** may have experienced with Sears ********************* We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints whenever possible.

Sincerely,
*************************
Regulatory ******************************************************* Corporation
************
****************************************************
Initial Complaint
Date:01/20/2023
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.
An ************* tech installed parts on 1/16/23 and it did not resolve our problem. I went to their web site and clicked on the "contact us" button and then filed a request for them to contact me. The site says I'd get a phone call within 48 hours. Requests were made on 1/17, 1/18, 1/19, and now 1/20...and still no response. This is the only way to contact them since they only use automated methods and it's not possible to contact a live person. When the tech was here the last time and had the opportunity to pinpoint the cause of the problem, that was not done. Therefore, I want either a full refund or their service department to work with me. The tech who serviced our refrigerator in August lives very near and cold stop on his way home. The problem with our refrigerator is that the cooling cycle is irregular. The temperature goes up and down, sometimes daily, varying from 30 degrees to 48 degrees. We originally contacted A & E in August of 2022 and again in January of 2023. In both cases when the techs came, the refrigerator was about 35 degrees. The tech ordered a replacement part after the 1/4/23 visit because the "mother board" seemed to be the most likely source of the problem. When the tech came on 1/16/23 to install the part, the temperature was 45 degrees. I asked the tech to diagnose the problem BEFORE installing the part, to make sure this indeed was the source of the problem. Even after my request, all he did was touch the compressor to check for excess heat. Then he installed the part. For 30 hours, the temperature remained at around 45 degrees and finally cooled to 37 at midnight on Tuesday. On Wednesday, temperatures fluctuated between 34 and 41. On Thursday they ranged between 34 and 37. On Friday (today), the temperature has been rising all morning and is currently 41 degrees. The temperature gauge on the refrigerator is set for 36 degrees. Temperatures above 41 degrees are too warm to keep some foods safe...like milk.
Business Response
Date: 03/14/2023
Please see the attached response.
Customer Answer
Date: 04/14/2023

Complaint: 18867734

I am rejecting this response because:
Dear BBB:

Below is a PDF file of the email from Transform Holdco to my request, and my response to them. They never responded to the attached email. I am totally unsatisfied with their remedy to the problem.

Sincerely,

*************************
Business Response
Date: 05/02/2023
******************** declined our offer to scheduled a new repair on his behalf as he no longer has possession of the refrigerator. unfortunately, we are unable to offer any refund as requested.
Initial Complaint
Date:01/20/2023
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Sears home warranty/repair services is a rip off. They ordered a part for me, then told me the day before my instillation appt they didnt know when the part would be available. When in fact the exact part was available and in stock on their website and they up charged me by $85. I requested a refund and cancelation of the part and the labor (that I prepaid for and did not receive). Since then theyve been unresponsive, every time I call they transfer me and tell me that they will escalate the issue, a manager will call me, etc. Nothing ever happens. I get put on hold for over an hour or hung up on. I paid $492 for services that will never be rendered and I just want my money back.
Business Response
Date: 02/14/2023
Transform SR ******* ********** LLC

February 14, 2023

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

Reference File # 18675321 - *************************

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

Dear BBB Customer Relations;

We have not completed the investigation of Ms. ******** complaint regarding the charges for the cleaning on her central unit.
After receiving the rebuttal from ****************** we reached to the local office for assistance.
The local unit has responded as follows:
2-10-23 Customer disputed charges 8 days after service was completed. She disputed the amount of $1149 and only wants to pay $300. The bank ruled in our favor on 1/23/23. ******** also stated to me that she only filed a complaint with BBB as a last resort. We are requesting to have this file 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: 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:01/20/2023
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.
Back In 2021 I brought a dishwasher from American freight In ********* **. I also purchase a warranty plan with this purchase. In 2022 a part was replaced earlier in the year. November of 2022 an error message popped up. I called In for service and someone came out about a week later to advise me a part needs to be ordered. Part was ordered tech came out about a week and a half. Part was replaced however tech stated another part was needed. Part was ordered an it took more than a week and a half for the tech to come back out. Tech came out with a coworker Both tech left and said dishwasher was fixed. Arrived home attempt to run a cycle to clean the dishwasher error popped back up dishwasher did not work. Right away a call placed I was told someone need to come out and check the dishwasher again. A few days later tech showed up checked the dishwasher and stated the dishwasher is not repairable. I was told by the tech someone will contact me via email with how to go about getting a replacement process. A few day pass no contact or email was received from sears. This writer called an was told no one submitted for me to get a replacement. **************** rep stated he will send the info need to start the process and I should hear from someone. Two weeks pass an still nothing. This writer called again and was told the information was not process so he will have to send the info over. Today 1/19/2023 it has been over the 7 business days and I have yet to received an email or a phone call. A called was placed and told that no one has responded to the claim an approved it. Please understand this issue started November 2022 here I am its January 19th 2023 no dishwasher and not closer to getting a new one. I went without one prior to the holidays. Holidays are over still nothing. I not able to speak with a supervisor when I requested to speak with someone. I paid for a dishwasher with a warranty service that guaranteed replacement/repairs which I have not yet to received.
Business Response
Date: 02/14/2023
February 14, 2023

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

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

Dear BBB Customer Relations,

We have completed the investigations of Ms. **** complaint.

First, we would like to apologize for any inconveniences or frustration Ms. **** may have experienced in this matter. The satisfaction of our members and customers is our top priority. We do not take these matters lightly and we sincerely regret any difficulty she may have experienced as a result of this issue. Upon receipt of her complaint we discovered the dishwasher has been approved for a replacement under the agreement for $450.00 on January 23rd.Our record shows she purchased the dishwasher from an outlet store and she must go back to the same establishment for processing. With this being said, since the replacement has been approved for a replacement we ask to have this matter close. Should she has any additional questions or concerns she can contact me directly via email.

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

Sincerely,

***********************
Regulatory Complaints Specialist
Email: ******************************************************************************
Initial Complaint
Date:01/20/2023
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 bought a refrigerator with this company and a warranty. My appliance malfunction *********** came out to repair this items over 10 times and it still did not work. The senior tech assigned to this case also deemed this item as unrepairable and requested the issue us another item or the price of the item for us to replace the appliance.(Which is what is stated on the warranty if item cant be fixed. I called in to Sears and the company said not they will not replace my item I need another tech to come out. I don't understand how they can sale a warranty they says they will repair or replace unfixable item and don't. They have been sending a techs since the summer of 2022 it is now the January of 2023 and they still will not fix nor replace the item I bought with their warranty. I have done everything that they have requested the TechnicianID#******* who spoke with his manager and both said a replace item is need. They sent back all the parts because the unit couldn't be fixed.
Business Response
Date: 02/15/2023
February 15, 2023

Customer Relations
******* **********************
330 ********************************************************************************* 60611

Re: *******************
      File Number 18866530

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 **************** regarding the repairs she requires for her ******* dryer.

Upon receiving **************** complaint, we contacted the local service unit for assistance. Our record indicate that the tech was at the home on February 14, 2023 and ordered the thermistor and fuses per *******. The technician rescheduled the return visit for February 21, 2023 to install parts and complete the repair.

At this time a replacement has been denied due to the lack of qualifying services per the terms of her Master Protection Agreement warranty contract. ************** has no qualifying services where parts were installed.

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

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

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

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