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.
2,196 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:01/19/2023
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
******************************************************
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.
Reference Number: contract # ******** service Job number SCCP828DAD3F-1 Last year I opened a service request for my Microwave and paid $75 upfront fee. Sears **************** people schedule the visit and a technician came in and within 5 minutes he left and he gave feedback to their office that this service is denied because of the wear and tear and physical damage to the Microwave which is a complete lie.Our Microwave is in pristine condition, the issue is it does not heat up the food. It turns on and timer go down and turn table revolves fine. Everything works fine except it will not warm the food .I have been struggling with the customer ******************** to get this fixed but every time I call, they say that this claim has been denied for physical damages and you need to send email to *************************************** to open the case again. I have sent them several emails with luck.I have all the picture and video I can share and if anyone says that this is not working because of Physical damage then I will not complain.Recently again I called and spoke with Case Manager ******* and again as usual she suggested to send an email to *************************************** with the pictures which I did. I can send all the picture here as well.Today I received a response from them which is same as last time. . Please see below both the email. The I wrote and their response.I need help to get this fixed as soon as possible otherwise I will be forced to file complain to the attorney office. We cannot accept the reasoning that this Microwave is not working because of Physical Damage. There is no physical damages to the Microwave at all.You can reach me at ************ *************************** <*****************>2:29 PM (4 hours ago) to me, ****** Hello I send this email on regards of your microwave service we have already reviewed the case whit an specialist agent and the denial will stand as the pictures are not sufficient to overturn the denial I am sorry for the inconveniences.Thank you for choosing ********** services have a good day *************************** Customer Advocacy Team Agent *********************************************************************** o ************************* ******************** cinchhomeservices.com Email I sent to them on 1/10/2023:Hi ******* (Case Manager)Thank you so much for your time yesterday and I really appreciate it. As discussed and advised by you, I have attached all the pictures from outside and inside of the Microwave and you can see there are NO signs of wear and tear at all. You can turn on the microwave fine and turn table revolve as well, the only issue is that microwave does not heat up the food. If you look at the picture 10 and 11, you will see the microwave is on.Therefore I request you to please look into it as soon as possible and please get this fixed.You can reach me with any question on my cell ************.My home address is ********************************************************. Home phone ************.Thank you.Best Regards,******************* ************
Business Response
Date: 02/10/2023
BBB Customer Relations
**********************
330 ****************., Ste. #****
*******, ** 60611

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

Dear BBB Customer Relations:

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

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

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

In this case, ************** has had a *** since 2019. At this time we have forwarded this complaint over to our direct contacts at Cinch and they are committed to fairly resolving any issues we send to them but they will enforce the terms of the contract. If ************** feels they do not take care of this issue or that they still have a valid dispute against the terms of this coverage, they are also able to file a complaint directly against his Sears Home Warranty/Cinch by filing with the ******* BBB. Prior to doing so, Cinch does state on their BBB site:

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

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

Sincerely,

*******************************
Regulatory Complaint Specialist
**********************************************************
Customer Answer
Date: 02/16/2023

Complaint: 18835006

I am rejecting this response because:
No one has contacted me about the issue we are having. As I mentioned in my complain that the Microwave is in good condition, every button works, turn table revolves but only issue is it does not heat up the food which is nothing to do with any misuse or damage to the product. I have sent the pictures and I can send video as well showing no sign of damage etc. I contacted many time Cinch and they keep saying it is not working because of damages on the microwave which is not true.
If this is not resolved as soon as possible then I will be forced to take it to the Attorney General and seek the resolution from AG.
Please let me know if I need to wait further until I hear from Cinch.

Sincerely,

*******************
************
Business Response
Date: 02/17/2023

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

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

Dear BBB Customer Relations:

We have completed the investigation of **************** rebuttal.

We have reviewed both our response and **************** rebuttal, and we do not find that he has brought any new information to his complaint.

We understand that ***** has denied the repairs under the Terms and conditions of the **** As stated in our closure letter dated 2/10/2023 Cinch HomeSure is the obligor of the warranty, Transform can do nothing to change any decisions made by Cinch.

If ************** has any issues with his warranty coverage he will need to address it with Cinch HomeSure directly. We provided instructions on how to proceed via Cinch HomeSures escalation process in our closure letter. If ************** decides to proceed with his complaint to his local ** office he is welcome to do so. If Transform receives that complaint by mistake we will have the ** office forward to Cinch to address as we have done with this BBB complaint.

TransformCo can do nothing for ************** on this issue. To continue to insist we do so is much like insisting the **************** do something about your Water Bill or Service. We have no power over *********************** actions. We do not know how much more we can stress that ************** will need to address her matter with Cinch HomeSure. This case remains closed with TransformCo/Sears.

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
**********************************************************
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.
Date of Transaction: 7/11/2020 Amount: $2,282.69 (This amount includes the Master Protection ******************* Elite Washer and Dryer)Business Commitment: To repair or replace appliances, under the Master Protection Warranty for up to 3 years. Nature of ******************** has failed to repair my washer, after two attempts, and now refusing to provide me with a replacement. I have now been without a working washer for 4 months.Receipt number: ******* Warranty Contact Number: ************** Phone number listed on my Warranty: ************ Account Excutive: *************************. Phone Number: ************
Business Response
Date: 03/05/2023
Please see the attached response
Initial Complaint
Date:01/18/2023
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 12/14/22, I had Sears Home Services come out to look at my washing machine. I paid the service charge of $105.95 with my Mastercard. The service order # is ******** and my account id# is **********. After the payment went through, I confirmed with my credit card company **** of America and they confirmed I paid $105.95 via #55548072349200********3. Then on January 13, 2023, I received a bill for this same amount!!! This is a fraudulent double billing practice and needs to be fixed immediately!! On January 17, 2023, I spoke to **** at Sears Home Services at ************ employee id #****** and he submitted a request for the billing department to cancel the fraudulent double billing invoice. I also sent 2 emails to their billing department email: ********************************** but have not heard back. This bill is saying if I don't pay the erroneous double billed amount they will send to collections. Please fix this as I already paid the original invoice. I would like a revised invoice sent showing zero balance due/paid off. I would also like to close the account with them as I don't want to do business with them. Thanks.
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.
On 12/2/22, Sears came out to my home to fix my ac/heating unit. The technician replaced a part however within an hour the system was malfunctioning. I set up a follow-up appointment for 12/6/22 but due to the rain, it was rescheduled for 12/14/22. The technician informed me that it would need a new compressor and they would contact me within three business days because they could not repair it. On 1/3/23, I contacted ****'s warranty department. They looked at the notes of the technician and stated that I would be getting a new one and that included haul away. I was told someone would contact me within three business days. On 1/10/23 I still had not received any information from Sears. The representative said she would escalate an email to her team manager, and someone would contact me within three business days. After receiving my electric bill, which had practically doubled, I contacted Sears again on 1/13/23. I was then told they saw where it had been escalated and would escalate it again. I was told they were waiting on the District Manager to sign off. I then left a message for my technician to see if he could call his manager. On 1/17/23, I sent an email to Sears at ****************************** and also contacted the warranty office. This time it was escalated to their manager. This is becoming an expensive hardship. With all the cold weather we have been experiencing. My heat is heating the house off of the auxiliary heat strips.
Business Response
Date: 03/02/2023

March 2, 2023

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

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

Dear BBB Customer Relations:

We have completed the investigation of Ms. ********* complaint regarding her dissatisfaction with the multiple repairs on her HVAC system; and her request for a replacement.

Firstly, we apologize for any inconvenience or frustration that ******************** may have experienced. We reviewed the service orders related to the air conditioner and found that the technician reported a sealed system issue. We reached out to the service manager to assist with Ms. ********* concern. We were advised that a replacement compressor has been ordered and will be installed on March 8, 2023. We would like to clarify that the new compressor will change the Freon in this system from the outdated R22 to the newest HVAC Freon R438A. We will continue to monitor the repair as well. With that being said, since our agreement with the Better Business Bureau restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarranted. If Ms. ********* issue is not resolved to her satisfaction, she can reopen it later even if the Better Business Bureau has closed it as resolved. We respectfully ask to have this matter closed at this time.

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: 03/09/2023

Complaint: 18830420

I am rejecting this response because:
*************** to the complaint filed. I do not want this case closed. I have been waiting three months for my ac/heating unit to be fixed. I was told by the warranty, that I had been approved for a new unit since December. I have called them numerous times only to say they were going to send me a check to replace the unit. They even said they saw in the technicians notes, that it could not be replaced, therefore, I was approved for a new unit. I was even given a case number. Now three months later, within two day they find a compressor. This has been a harsh winter and my house is heated off of heating strips which is an inadequate heating source. My electric bill has doubled in the process. I am asking for $500 to help with the cost of my heating due to their negligence.

Sincerely,

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

March 21, 2023

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

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

Dear BBB Customer Relations:

We have completed the investigation of Ms. ********* rebuttal to our response regarding her dissatisfaction with the multiple repairs on her **** system; and her request for a replacement.

We received Ms. ********* rebuttal and apologize for any miscommunication or misunderstanding regarding the repair/replacement of the **** system. As clarification, a replacement request for any product must be reviewed and approved by the service manager. In Ms. ********* case, the service manager determined that the unit could be repaired by upgrading the compressor to use newest **** Freon. The compressor was replaced and the unit is operational.

******************** also requested $500 reimbursement because her electric bill doubled due to the delay of the repair. We contacted ******************** and she provided a copy of her electric bills from December through March. We reviewed the invoices and found that ******************** is actually enrolled in Duke Energys Quarterly Budget Billing Plan which means that even though Ms. ********* usage was increased, she is charged a set rate. The usage is reviewed quarterly and they determine if the set rate will increase or decrease. According to the invoices, the set rate was at $228, but she was notified on her February statement that the set rate would increase to $284 for the months of March, April and May 2023; which is an increase of $56 per month. As a good-will gesture, we offered to issue ******************** a check for $168 to cover the difference for those 3 months only. ******************** should receive the check within 7 21 business days. With that being said, since we have addressed the issue brought forth in Ms. ********* rebuttal, we have closed our file.

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

Sincerely,

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

Customer Answer
Date: 03/23/2023

Complaint: 18830420

I am rejecting this response because:

*************** to the email I received today. I do not want to close my case because the problem with my ac/heating unit has not been resolved. It is still doing what it had been doing before. I have a technician coming out again on the 3/29. I am again heating off of heat strips having to supplement with propane fireplace. The unit need to be replaced. They have tried to fix this over three times.

Sincerely,

*******************************
Initial Complaint
Date:01/17/2023
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.
This Complain is in regard to my warranty for a washing machine and how my case has been handled. My ordeal with this company began on DEc.3,2022 when i called the service **** to inform them my washer was not working. On Dec 7th a technician came out to my home where I explained that the issue was that it was leaking water. Tech. stated he would have to order a part and it should be about a week. On Dec 14th we called to check the status of our claim, that's when i was told there was no record of the part being ordered but it would be taken care of. On Dec 20th we called again to check status and was told they had no record of a work order not even a tech coming out. I explained what was happening and was hung up on when asked to speak to someone else. After this day I called every day to ask for an explanation but was just transferred and eventually hung up on. On Dec 12th. I finally got a hold of someone who was able to inform me the part was ordered, and she would reach out to the tech the next day to see what was going on. Same day she transferred me to the escalations **** where they apologized and informed me, they would be giving me a replacement. Next day Sears called and informed me tech was on his way to my house with the part and was not going to get a replacement. When the tech (same person as on Dec.3rd) showed up at my home he said he had to order a part because my washer was leaking, the same reason he came out on Dec. 3rd. When I called Sears on Dec.17th to explain what was going on I spoke to a ****** who screamed at me while informing me I had to wait for the part to come in and they were not going to do anything about it and then proceeded to hang up on me. I have been transferred, lied to, hung up on and yelled at on so many occasions by this company which is very unprofessional and rude. I have had to pay for laundry services while all this has been going on and they refuse to help me resolve the issue. I have been waiting for over a month for a resolution and don't know how much longer they will continue to have me wait. The way they are handling this is extremely unacceptable and not to mention unprofessional. I have a record of all my times i called and names of who I've spoken to if it helps. I just want the company to send me a replacement like they said in the 1st place and have the customer service issue looked at as well.
Business Response
Date: 02/07/2023
February 7, 2023

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

Re: *******************************
File Number 18828745

Dear BBB Customer Relations:

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

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

Upon receiving Ms. ******** complaint, we contacted the local service unit for assistance. Our records indicate that the technician went to the home on January 31, 2023, and notated that the washer repair is complete. The technician replaced the control lock and drain hose. Since we have confirmed that the repair is complete, we have closed our file.

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

Sincerely,
***************************
Regulatory Complaints Specialist
******************************************************
Initial Complaint
Date:01/17/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bough t three KENMORE OEM water filters #**** on-line. Been doing so for the last two years.Of this batch, I used two. Both failed to last two months. They supposed to last at least 6 months per The water taste is bad and the fridge replacement indicator comes on. I called the phone number on the filter box. Non-working number. Looked up phone number for KENMORE.I called KENMORE twice. They would not provide any warranty service for the filters. Claimed that phone number only provides appliance service and parts sales. I was finally given the phone number to TRANSFORMCO ************, who apparently took over *******. No one answers the phone. Went to TRANSFORMCO'S website. It provides phone numbers back to KENMORE. One big circle. Impossible to reach anyone at TRANSFORMCO. KENMORE folks will not assist.
Business Response
Date: 02/28/2023

February 28, 2023

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

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

Dear BBB Customer Relations:

We have completed the investigation of Mr. ********* complaint regarding his dissatisfaction with the Kenmore water filters he purchase online; and his request for a replacement.

Firstly, we would like to note that the documentation that ******************** provided shows that the water filters were purchased online and sold by *******. Unfortunately, ******************** did not purchase the Kenmore water filters from Sears Parts Direct; and Yarkene is not an authorized Kenmore dealer. ******************** will have to contact the ******* regarding his dissatisfaction with the quality of the water filters they sold to him and his request for a replacement. With that being said, since we have addressed the issue brought forth in Mr. ********* 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: 03/01/2023

Complaint: 18827215

I am rejecting this response because:

i have never had a manufacturer reject responsibility for a product and pass that responsibility to a retailer. I know ******* was sold to an investor . However when they bought the company, you also bought the obligations that belong to that company.

Their handwashing of their obligation is B.S. and if done with a larger matter, would likely wind up in litigation.

Sincerely,

*****************************

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