Complaints

This profile includes complaints for Transformco's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Transformco

  5407 Trillium Blvd Ste B120 Hoffman Estates, IL 60192-3413

  
• 

  Transformco

  400 E. Rollins Rd. (LAKE) Round Lake, IL 60073

  
• 

  Transformco

  500 W Chrysler Dr (BOONE) Belvidere, IL 61008

  
• 

  Transformco

  5500 Trillium Blvd Bldg Ec-130a Elm (COOK) Hoffman Est, IL 60192

  
• 

  Transformco

  8980 Waltham Woods Rd (BALTIMORE) Parkville, MD 21234

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:01/20/2023

  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 had service done on my refrigerator. We scheduled a follow up appointment to fix and parts were ordered. Within one hour of making the appointment, I called to cancel and ask to make sure no parts were ordered. They assured me this was taken care of, and they said I'd see a refund in 24 hours. Since then I've not yet received a refund and the parts all showed up at my house. I've called nearly every day since to enquire. The order is cancelled, they tell me they'll pick up the parts and they'll refund me once the get the parts back. Nobody ever calls back, or emails to set this up and they will not engage to fix this issue. They owe me $610 and so far nobody will address. I just keep getting run around.

  

  Business Response

  Date: 02/15/2023

  Transform SR ******* ********** LLC
  
  February 15,2023
  
  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 Ms. *********** complaint regarding her dissatisfaction with the repairs on her refrigerator.
  
  Upon receiving Ms. *********** complaint, we reviewed the notes in our service regarding her refrigerator repair.  Since it appears that she cancel the order for the parts, the repairs were not competed. We submitted a refund request for $446.32. The refund was processed on January 28, 2023, back to her **** card ending on ****. The trip charges are not refundable. 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 Ms. ***************;with her requested resolution, we have closed our file.
  
  We apologize for any problems or frustrations that ************************ may have experienced with Sears. We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints. Please feel free to contact me at **************************************** if you have any further questions.
  
  
  Sincerely,
  
  *************************
  Regulatory Complaints Specialist
  
  

• Initial Complaint

  Date:01/20/2023

  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.

  Ive had ******************* to my house numerous times starting in July. They have completely taken my trash compactor apart numerous times. Each and every time its been a different issue and a new part. I have a brand new motor I have brand new switches, and now its the rods. The mechanic that came to my house today stated he didnt have the proper wrench in order to finish the job this is the 11th attempt by this company just resolve the problem.

  

  Business Response

  Date: 03/15/2023

  March 15, 2023
  
  Customer Relations
  **********************
  330 ****************.
  *******, **  60611
  
  Re:  ******** ***********************
  
  Dear BBB Customer Relations:
  
  We have completed the investigation of Mr. ****** complaint his dissatisfaction that his compactor failed sooner than he expected.
  
  We would first like to apologize that Mr. ****** compactor failed to meet his expectations of longevity. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer.
  After reviewing Mr. ****** complaint and our records, we contacted our service department and were able to confirm that on February 09, 2023, a repair was completed for Mr. ****** compactor. Based off the aforementioned, we have closed our files.
  
  We appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.
  
  Sincerely,
  
  Regulatory Specialist,Regulatory Complaints
  Transformco LLC
  imx integrated member experience

   

  Customer Answer

  Date: 03/16/2023

   
  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: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.

  Various Details: ***************** ID: ***************** Date: 12/14/22Bill Date: 12/27/22Service Order #: ******** In an email sent to ********************************** on 1/6/23 at 3:24pm, I wrote: Hi there,I talked with ***** at the Sears repair care department this morning and he told me I need to email you. On Sears' end, the charge for $351.97 was never charged, but it most definitely was. I have attached my credit card statement for December. The charge was on 12/14/22. This amount was to pay Sears for their labor and part to repair my washer machine, but I cancelled their appointment and they never came to fix it. I understand that Sears will charge me $109 for the diagnostic fee. I expect to be reimbursed the difference, in the amount of $242.97.*********** unit # is: 0007670*********** order number is: ********Please reply or call me at your earliest convenience,Colton LeBoeuf148 Mountain AveSt. ************* 05819802-274-2990 -------I also wrote another email on 1/15/23 at 4:16pm that read the following: *********** unit # is: 0007670*********** order number is: ********Payment ID: **************** see the below email. I hate to do this but if I don't receive a response by Friday 1/20/22 I will be submitting a BBB complaint. I have had a terrible experience with Sears Home Services.Colton LeBoeuf802-274-2990------I attached the credit card statement to both emails showing that my card was charged $351.97 on 12/14/22. It is impossible to get ahold of a person at Sears Home Services unless you want to schedule a repair, but they cannot help me with billing. I will be attaching my credit card statement, a PDF of the emails sent to Sears, and the bill I have from Sears Home Services. Before all of this hassle I was okay being reimbursed the difference between the charged amount and the $109 diagnostic fee. But due to my experience over the last 30+ days, I would like a full refund of $351.97.

  

  Business Response

  Date: 02/14/2023

  Transform SR ******* ********** LLC
  
  
  
  February 1, 2023
  
  
  
  Customer Relations
  **********************
  330 ****************., Ste. #****
  *******,**  60611
  
  
  Reference File # 18866523- ***************************
  
  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 Mr. ******** complaint regarding the bill received for the repairs on the washer.
  First, we would like to apologize to ****************** for failing his 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 his account but were not linked to a deposit made in our account. Our accounting person was able to find the payment in an unmatched sort of limbo and match it to ours, so this bill was closed out on February 10 2023. ****************** should not receive any further notices as of February 10, 2023.  Furthermore, this letter will serve as ****************** documentation that he does not owe Sears Home Services for the service call.
  We dont report our collection efforts so our billing would not have any impact on his credit history or score. In regards to the charges, we have issue the refund of $351.97 back to his credit card ending on ****. 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:01/20/2023

  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.

  Company doesnt give a service appointment time. Customer is given 8-5. The company didnt show up for the second appointment. The third appointment customer was told they didnt have the equipment (wrench maybe) to complete repair. Technician ordered 2 of these though only one was needed. Fourth appointment customer was told the technician didnt have the equipment needed (socket wrench maybe) needed and it would be ordered. Another repair was schedule for. Tween 8:00 am and 5:00 pm. Customer has been without a washing machine for approximately 5 weeks. There isnt a local phone number to contact company. Referred to website.

  

  Business Response

  Date: 02/14/2023

  
  February 14, 2023
  
  BBB Customer Relations
  ******* **********************
  ************************************************************************************** 60611
  
  
  Re:   *******************************
          File Number 18866522
  
  
   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 repairs she required for her GE washer.      
  
  We would like to clarify that we did not sell ************************ her washer and we are not the manufacturer or the obligor of the manufacturers warranty on her washer.  We are just the repair provider that Assurant contracted to provide repairs to Ms. *********** washer 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 his warranty which in this case is Assurant.
  
  Upon receiving Ms. *********** complaint, we contacted the local service unit for assistance. Our record indicate that the repair order was canceled on January 23,2023, with attempts to pick up parts.  Since we have confirmed the repair was canceled, we have closed our file.
  
  We apologize for any problems or frustrations that ************************ may have experienced with ***********************. We appreciate the opportunity to address this matter.
  
  Sincerely,
  
  ***************************
  Specialist Regulatory Complaints
  ******************************************************

• 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.

  We have a Sears Home Warranty. Our range broke at the end of November. We filed the claim and had the first appointment with Sears on December 2nd, 2022. As of today, they have not repaired or replaced our oven. The technician has tried 3 parts and each time the part doesn't work they put in for a replacement order. That order is denied and another part is sent. We're going on 7 weeks without an oven. It's impossible to get this elevate through their call center or corporate office to a decision maker. We don't feel that Sears is living up to their contract and at this point we don't feel that they ever will.

  

  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:01/19/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have maintained a Sears Protection agreement for the furnace since its' purchase in 11/15/2007.On December 21st I informed Sears that the furnace was not working and they said the first available service appointment was January 11, 2023. I pointed out that I live in ********** and would need heat before that and they offered to send me an email authorizing me to seek independent service within "2 to 3 business days.The email never arrived and I called a repair person who told me that the replacement part would be approx. **** if I wanted to go out of pocket. I waited for the original Sears repair appointment and their technician recommended that it be replaced because of its age. I asked Sears what the next step was and they said they needed 3 to 5 business days from January 11 to authorize the replacement. I phoned back today 1/19/23 and was told that I was misinformed and that it would be an additional 10 business days to send authorization. I informed the rep that your agent (repair person), has already authorized the replacement and further delay is unconscionable. I asked to speak with a supervisor that could possibly better understand the gravity of the situation and was told that the rep was working from home and no such supervisor was available. I asked to be transferred and was told that I could leave a message with the rep and someone would get back to me in 24 hours. I have been overworking my gas oven and it has just died. I know that there will be delays in delivery and setup, more than likely, so to arbitrarily add additional business days to wait time for an email is cruel.Whatever help you could provide would be greatly appreciated. I am 61 years old and not as able to deal with the cold as I once was.

  

  Business Response

  Date: 03/02/2023

  
  
  
  
  
  
  March 2, 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 with the repair/replacement of the furnace through her protection agreement.
  
  Firstly, we apologize for any inconvenience or frustration that ****************** may have experienced. We reviewed the service orders and case notes related to the furnace. We confirmed that the furnace was deemed uneconomical to repair and approved for a replacement. Unfortunately, we currently do not have a contractor in Ms. ******** area to install the replacement furnace. Therefore, we offered ****************** a cash replacement for $5112.00 which entitles her to a check to purchase and install a new unit. We received the signed forms and a check was issued on February 16, 2023, which she should receive within 7 21 business days. 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: 03/10/2023

   
  Complaint: 18856176
  
  I am rejecting this response because:
  

   

  Thank you for your message attached.  I have not informed you that the case is closed because I have yet to receive reimbursement for the broken furnace from TransformCo.
  
  I've attached a picture of the letter stating that I would receive a check within 21 business days from the time I responded with signature on February 4th.
  
  Please let me know if there is anything I can do to find out where the check is.
  
  Thank you for all that you do.
  
  Sincerely,
  
  *****************************
  

• Initial Complaint

  Date:01/19/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a parts which showed in stock on 12/23/22. I did not receive the part within the time that they quoted. I called them and was told they had to contact ******* for availability. After 3 weeks I asked for a refund and was told it would take 3 business days. A week later I have not received a refund of the money that they already had taken from my credit card.

  

  Business Response

  Date: 02/09/2023

  January 9, 2023
  
  
  
  Customer Relations
  **********************
  330 ****************., Ste. #****
  *******,**  60611
  
  
  Reference File # 18839383 - *********************
  
  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. ********************** regarding his dissatisfaction with
  The delay on the fulfillment of his order from Parts Direct Website.
  
   Upon investigation, our records showed that the part was on backorder from the manufacturer.
  Unfortunately, we have no control over the delay by the manufacturer.
  
  Per Mr. ******* request, the order was canceled. The refund has been issued in full back to his master card ending on **** for the amount of $71.56 on February 9, 2023. He should be aware that it could take his card issuer anywhere from 1-5 business days to post that refund to his account depending on their policies governing refunds, and if he has not received it within that timeframe he is welcome to email me for assistance at ****************************************************. With that being said, since we did provide **************** with his requested resolution, we have closed our file.   
   
  We apologize for any problems or frustration that **************** may have experienced with Sears Parts Direct.
  We do value our customers and strive for their complete satisfaction including a reasonable
  Resolution of any complaints. Please feel free to contact me at *****************************************************************************************;if
  You have any further questions.
  
  
  Sincerely, 
  *************************
  Regulatory ******************************************************* Corporation

  Customer Answer

  Date: 02/12/2023

   
  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:01/19/2023

  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.

  I ordered a part on 1/7 with arrival date of 1/11. After multiple calls to check on status I still have not received item nor information regarding shipping. I have tried to cancel the order but told the part is being shipped. However again not a single update regarding shipment since the order was placed. See following status of order as of 1/19 and history of calls.Item status history Part: ABN73678303, Refrigerator Dispenser Ice Chute Door Kit, (Qty: 1) Order #: W519625 Date Status 2023-01-10 PENDING 2023-01-07 ORDERED 1/10 (morning) had not received any information so called to check status of order; told would be delivered 1/11 or 1/12 at latest; no tracking or updated information received 1/11 (morning) called to check status of order; told would be delivered 1/12 or 1/13 at latest; no tracking or updated information received 1/12 (morning) called to check status of order and spoke to supervisor; told was out of stock and would be shipped within 2-3 business days. no tracking or updated information received 1/12 (afternoon) since I needed the part by 1/13 called to cancel the order; agent processed cancellation but again no further information received 1/13 (afternoon) - received email saying could not cancel order as was in process of being shipped; still no shipping information received 1/13 (afternoon) called again to cancel the order; agent processed cancellation but again no further information received 1/16 (morning) received email saying could not cancel order as was in process of being shipped; still no shipping information received 1/19 (morning) - called to check on order; was told that cannot be cancelled as in process of being shipped. new estimated delivery dates is 1/24; still no additional information received Would like order cancelled and refund of $38.20

  

  Business Response

  Date: 02/21/2023

  
  Transform SR ******* ********** LLC
  
  February 21,2023
  
  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 Mr. Bakers complaint regarding his dissatisfaction with the delay on parts ordered through Sears Parts Direct website.
  Upon receipt of Mr. ****** complaint we reached out to our Parts Escalations team to assist with ***************** concern.  The parts team researched and found that the delivery was delayed by the manufacturer.  The part order was shipped already when ************** called to cancel his order and delivered to Mr. Baker under tracking number 1Z1WF1670314960471. ************** returned the part and a refund of $38.20 was issued on ************** pay pal account on February 17, 2023.  If ************** has any questions, he can contact me at ****************************************************.  With that being said, since we did provide Mr. Baker with his requested resolution, we have closed our file.
  We apologize for any problems or frustrations that Mr. ***** has experienced with Sears. We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complai 1Z1WF1670314960471 nts. Please feel free to contact me at **************************************************** if you have any further questions. 
  
  
  
  Sincerely,
  
  *************************
  Regulatory Complaints Specialist
  

• Initial Complaint

  Date:01/18/2023

  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.

  Paid for home service repair job twice I got 2 bills for the same job and they forced me to pay twice Tried to contact them many times with no answer Amount requested is 65 dollar

  

  Business Response

  Date: 02/14/2023

  Transform SR ******* ********** LLC
  
  
  
  February 14, 2023
  
  
  
  Customer Relations
  **********************
  330 ****************., Ste. #****
  *******,**  60611
  
  
  Reference File # 18835646- Cheikh Talal ** ****
  
  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 Mr. ** Imads complaint regarding the bill received for the repairs on the refrigerator.
  First, we would like to apologize to Mr. ** **** for failing his 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 his account but were not linked to a deposit made in our account. Our accounting person was able to find the payment in an unmatched sort of limbo and match it to ours, so this bill was closed out on February 10 2023. Mr. *********** should not receive any further notices as of February 10, 2023.  Furthermore, this letter will serve as Mr. ** **** 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. 
  
  Since Mr. ** **** make the payment again, we have issue a refund for $65.00 via check, The refund was processed on February 10,2023, we would note that it can take 2-3 weeks to receive the check and if he has not received it within that timeframe she is welcome to email me for assistance at ***************************************** With that said, since we did provide Mr. ** **** with his requested resolution,we have closed our file.  
  
  Again, we apologize for any problems or frustrations that Mr. ** **** *** 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

• Initial Complaint

  Date:01/18/2023

  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 sears appliance warranty for hundreds of dollars, In nov. of 2022 my dryer stopped working, I contacted sears on NOV 30 of 2022 and since then they have sent someone out to fix it and canceled, and today almost 2 months later canceled an appointment I had with them to fix my dryer. I have been sending my kids to school with damp clothes because I have no other choice. If I didn't spend the money on their warranty plan I could've bought a new dryer but we are nearing 2 months without a functioning dryer. This Is a horrible way to treat any customer let alone a mother that has 2 kids that don't have dry clothes to wear.

  

  Business Response

  Date: 02/15/2023

   
  February 15, 2023
  
  Customer Relations
  ******* **********************
  330 ****************, Suite #****
  *******, ******** 60611
  
  Re: *********************
         File Number 18835308
  
  Dear BBB Customer Relations:
  
  Before going further, we do want to note that due to the ongoing COVID-19 pandemic, we are experiencing longer than normal response times to work with a representative. We have been impacted by the global supply chain shortage which has caused delays in processing concessions and benefits. The pandemic has also impacted repair services,availability of parts, and delivery of replacement products. We apologize for any delays and inconveniences resulting from this pandemic. We are doing our very best to provide the services as safely and quickly as possible including our responses to complaints such as those filed with the BBB. We appreciate everyones patience.
  
  We have completed the investigation of ************** complaint regarding the problems she encountered with the dryer.     
  
  We received ************* complaint and contacted the local service unit for assistance.  Our record indicate that the technician is currently scheduled to go to his home on February 24, 2023 to install all ordered parts and complete the repair on the dryer.      
  
  We apologize to ************ for the experience have received and appreciate the opportunity to address this matter.  
  
  
  Sincerely,
  ***************************
  Regulatory Complaints Specialist
  ******************************************************