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

  17550 Halsted St Homewood, IL 60430-2006

  
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  Transformco

  1235 Worcester St Natick, MA 01760-1512

• 

  Transformco

  2306 N Salisbury Blvd (WICOMICO) Salisbury, MD 21801

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  Transformco

  200 Kent Lndg (QUEEN ANNE'S) Stevensville, MD 21666

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:01/17/2023

  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.

  On January 2, 2023, at 11:07 a.m., I received a phone call from Sears Home Warranty *************) regarding receiving an update about the installation by ***** Heating on 12.22.22 at my home. ***** Heating to install a new furnace, flue pipes, and a thermometer in my home. Sears Home Warranty sent two heating companies (Friday, 12/16/22 HVOC and Monday, 12/19/22 ******* Heating) to my home. I paid a $100 deductible for their services which amounted to NOTHING because they did absolutely nothing but made false accusations of improper install that was not true because in the year 2008, when ***** installed a new furnace in my home, according to the *************************************************** my contract. On Monday, 12/19/22, I called ***** Heating, and they sent a technician on the SAME DAY that ********************** came. WE HAD NO HEAT FOR 10 DAYS WITH FREEZING TEMPERATURES. Another ***** specialist ***************** visited Wed., 12/20/22, inspected the furnace, and made the same diagnosis as Laphoma. *** diagnosed that a crack was in the flue pipe inside of the furnace that could not be repaired but should be replaced to fix the entire problem due to the 14-year-old furnace will continue to cause problems down the road. He said that a furnace installation could be completed the next day on Thurs., 12/20/22.On Thursday, 12/22/22, ***** Heating technicians installed the new furnace within 3 days. We finally had heat in our home. I am a 78-year-old retired educator, and I thank God because the temperature was minus 2 degrees! We were warm.On 12/28/22, I requested Sears Home Warranty reimbursement of $7,154.00 that I paid ***** Heating and I'm requesting a reimbursement be sent directly to:************************************ ************************************************************************* Thank you for helping me.********************************

  

  Business Response

  Date: 03/06/2023

  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 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.
  
  In this case, ****************** has had a *** since 2018 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: 03/07/2023

   
  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:01/17/2023

  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.

  Sears came to repair *** 12/2/22 for 3 time. Part was order but on 12/27/22 I was informed part not available and I would receive a replacement money towards a new refrigerator of my choice. I have contacted sears 2 times per week since 12/27/22 to resolve. I get a different answer each time I call. I have not had a refrigerator since 12/2/22

  

  Business Response

  Date: 03/06/2023

  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 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.
  
  In this case, ****************** has had a *** since 2017 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: 03/07/2023

   
  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:01/16/2023

  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.

  Please note, this complaint is in reference to Sears Home Services, Service Order Number ********, Service Unit Number *******, on November 10, 2022. On November 10, 2022 Sears Homes Services was dispatched to our home, per our home warranty company, to repair a leaking washing machine. The technician noted the issue and diagnosed a hose that had to be replaced. We paid the $100 labor fee and were told the part would be ordered, shipped to our home, and that we would receive a text to reschedule in two weeks. We rescheduled to November 19, 2022 but as it came to the date it was canceled by Sears. The part never came and as of today, January 16, 2023 no resolution has been made on the repair. I have had well over a dozen calls and online chats with customer service agents with no resolutions. I have asked to speak with a supervisor and was told "someone would call me" in December however no one has called. After almost three months with no resolution we had to purchase a new washing machine recently. Our ********************* would not cover this since Sears Home Services had to first "attempt" to fix it. We paid the service fee and agreed to the estimate but Sears Home Services never completed the job. In light of this we are hoping for Sears Home Services to refund us the labor charge for work that wasn't completed by the required provisions of our Home Warranty.

  

  Business Response

  Date: 02/13/2023

  February 13,2023
  
  Customer Relations
  ******* **********************
  330 ****************, Suite #****
  *******,******** 60611
  
  Re:  *****************
         File Number 18822674
  
  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 our investigation of ************** complaint regarding the repairs he required for his GE washer.  
  
  We would like to clarify that we did not sell ************ his washer nor are we the manufacturer or the obligor of his manufacturers warranty on his washer. We are just the repair provider that his warranty obligor Home Warranty of America (HWA) contracted to provide repairs to ************** 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 Home Warranty of America (HWA).
  
  Upon receiving ************* complaint, we contacted the local service unit for assistance.  Our records indicate that the repair order was canceled by ***** on February 2, 2023.  The request for the diagnostic refund has been denied.  Since we have confirmed with the local unit that the repair order was canceled, we have closed our file.    
  
  We apologize for any problems or frustrations that ************ may have experienced.  We appreciate the opportunity to address this matter. 
  
  Sincerely,
  
  ***************************
  Regulatory Complaints Specialist
  ******************************************************

• Initial Complaint

  Date:01/16/2023

  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.

  To whom it may concern,I have a Sears appliance warranty. I made an appointment in November to have my washing machine repaired. Someone came out & I paid $500 for the parts that were needed. My appointment was rescheduled for 2 weeks after December 2nd. Since the initial appointment I have not been able to get any help from anyone. Every week I get an appointment text message & the day before the appointment it gets cancelled & rescheduled again. At this point they have stolen our money, charging us for a service that has not been rendered. I have been calling every ******** can not get any information. *****************************

  

  Business Response

  Date: 02/06/2023

  February 6,2023
  
  
  Customer Relations
  **********************
  330 ****************., Ste. #****
  *******,**  60611
  
  
  Reference File # ******** Jeloni ***** *******************************
  
  
  
  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. ***** ******************** complaint regarding the problems their encountered with the refund for the repairs on their washer
  
  First,we would like to apologize to Mr.  ***** ******************** for failing their expectations.  We do not take these matters lightly and we sincerely regret any inconvenience they may have experienced as a result of this issue. 
  
  Upon receiving Mr.  ***** ******************** complaint, we reviewed the notes in our service regarding their washer repair.  Since it appears that the repairs were not completed, we submitted a refund request for $456.17 on January 23, 2023.The trip charges are not refundable, They should be aware that it could take their card issuer anywhere from 1-5 business days to post that refund to their account depending on their policies governing refunds, and if they has not received it within that timeframe they are welcome to email me for assistance at ****************************************. With that being said,since we did provide Mr. ***** ******************** with their requested resolution, we have closed our file.
  
  We apologize for any problems or frustrations that Mr.  ***** ******************** 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:01/16/2023

  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 have a home warranty policy with Choice Home Warranty. On 11/30/2022 a service repair was performed by Sears Home Services (as the repair agent for Choice Home Warranty) of my ** refrigerator. A required Service Call Fee was paid on my ******************** Card on the day of the repair. Ive attached a copy of my December ***** *********** statement. Please note that on 11/30/2022, the date of the service, a charge of $85.00 was made to Sears ******* 7108.Last month I received a bill from Sears Home Services stating that the service fee of $85.00 "service call fee" was due for the repair of the ** refrigerator.This bill is either a mistake or an attempted extortion scam. I use the term extortion because the bill states that you pay the amount within 45 days or it will be referred to collections which is a threat to damage my credit if I fail to acquiesce. The following quote on the bill is quite revealing and it is as follows: Online payments are processed by an automated payment system, a representative will not be able to assist you. So, you either pay or your credit will be damaged. This is straightforward blackmail. I have proof of having paid the bill, but I am dealing with a system designed to deny the opportunity to provide tha proof. This is by design, intended to force compliance with their illicit collection demand.After receiving the first bill about 30 days ago, I contacted Choice Home Warranty for assistance around the middle of December. The representative promised to correct the problem. However, I see now that their promise amounted to nothing.I am seeking the Better Business Bureau's help because I have no avenue to get Sears ************ from damaging my credit because they dont allow you to provide proof of payment. I will not pay them twice for the same service.

  

  Business Response

  Date: 02/15/2023

  Transform SR ******* ********** LLC
  
  
  
  
  February 15, 2023
  
  
  Customer Relations
  **********************
  330 ****************., Ste. #****
  *******,**  60611
  
  
  Reference File # 18820886  *********************
  
  
  Unfortunately, due to extraordinary circumstances surrounding COVID-19 we have seen delays in all areas of customer and technical service. We are also experiencing a shortage of staff and service techs due to furloughs, the illness or the need for isolation per state mandates and/or furloughs which is seriously affecting all aspects of business.Everyone is feeling the effects of this pandemic. Please be assured that we are doing the best we can with the available resources.
  
  Dear BBB Customer Relations;
  
   We have not completed the investigation of **************** ' complaint regarding the bill received for the repairs on the dryer.
  First, we would like to apologize to **************** for failing her expectations.  We do not take these matters lightly and we sincerely regret any inconvenience. We had contacted our accounting department, and it looks like our automatic audit system did not find the merchant credit payment for the original charge, so it generated a bill.
  
  Sometimes that happens where the authorization process doesnt complete, and the customers account *** or *** not have the funds withdrawn and they *** or *** not be deposited to us. In this case, we determined that the funds were withdrawn from that account but were not linked to a deposit made in our account. Our accounting person was able to find the payment in an unmatched sort of limbo and match it to ours, so this bill was closed out on February 14 2023. **************** should not receive any further notices as of February 14, 2023.  Furthermore, this letter will serve as **************** documentation that he does not owe Sears Home Services for the service call.
  We dont report our collection efforts so our billing would not have any impact on his credit history or score. With that said, since we did provide **************** with his requested resolution,we have closed our file.
  
  Again, we apologize for any problems or frustrations that **************** *** have experienced with Sears. We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints or problems whenever possible.  If you have any further questions, you *** contact me directly via email at **************************************** .   
  
  
  Sincerely, 
  *************************
  Regulatory ******************************************************* Corporation

• Initial Complaint

  Date:01/16/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My issue is with H32373435343230**3134H. I guess it&#**;s now H31383634373630**3234Hco. I have been a loyal customer for many years. And have a Master Protection Agreement all that time to cover all of our H32373435343230**3134H products for problems or maintenance. For years we had no problems. But lately we have had problems getting service technicians here to either service our product or approve an alternate service provider. Back in mid June of 2022 our hot water tank quit working. Leaking and no hot water so it was broke. I called H32373435343230**3134H for a appointment to get a technician out. They said they don&#**;t have any technicians in our area to service hot water tanks and they don&#**;t know when they will have somebody. I then asked for approval for an alternate service provider. They said they can&#**;t do that until they send out a technician which they don&#**;t have in our area. So we were stuck. We have a Master Protection Agreement and can&#**;t get approval for service until a technician comes out. So we had to have a new tank put in at our own expense on June 16th.Finally I Get a call in September from a lady that sets up appointments for A and E services who work for H32373435343230**3134H. She said we finally have a technician to check your tank. He came out on Sept. 26th. To inspect our old water tank. This was 3 and 1/2 months after we had to replace our tank. And of course they took away the old tank. So the technician that came couldn&#**;t inspect the old tank to say it was broken. I made repeated calls to H32373435343230**3134H to get reimbursed to no avail. They keep telling me that a technician had to be sent out to check old tank before they would approve an alternate service provider. Of course we couldn&#**;t wait 3 1/2 months. I have a receipt for installing a new tank. The fact that we have a Master Protection Agreement I feel we should be reimbursed for our new tank. I have a receipt for the new tank and installation. We also have a furnace through H32373435343230**3134H.

  

  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 Mr. ****** complaint regarding the problem he encountered when he requested reimbursement for the replacement water heater.
  
  Firstly, we apologize for any inconvenience or frustration that ************** may have experienced. We reviewed the case notes related to the water heater and confirmed that ************** requested service on June 15, 2022. Unfortunately, we did not have an available technician to schedule an appointment at that time. Whenever a certified technician is not available, our routing team will reach out to our contractors for availability, and the consumer is informed that they will receive a return call to schedule. In Mr. ****** case, he was approved up to $1000 to hire a local service provider for reimbursement to repair the water heater. The instructions on the email clearly state that the reimbursement is for a repair, and not to be used for a replacement. ************** mentioned on his complaint that he had the water heater replaced the next day on June 16, 2022. Since ************** replaced the water heater without prior approval from our contract department, his request for reimbursement was repeatedly denied. During our investigation, we also confirmed that a water heater technician was not available in his area until September 2022.
  
  We contacted ************** and we requested a copy of the invoice for the replacement water. We advised that the invoice must have the technicians diagnosis and why the unit was not repaired. We received the invoice and confirmed that the technician reported that the water heater was leaking water, which is a non-repairable issue. As a one-time exception, we approved the reimbursement of the replacement water heater and labor, less the cost of additional parts not covered by the protection agreement. ************** will receive a cash replacement offer via email within 1 5 business days for his review and signature. Upon receipt of the signed form, we will issue ************** a check for $677. 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: 03/07/2023

   
  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:01/16/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered Sears ************ to assess a fridge I have. At the end of the visit I was informed that my fridge was working okay and was charged the $99 consultation fee that I paid immediately. ( I have evidence that the payment was cleared via CC)I received a bill from Sears a month later, the Bill has only a phone number for payment and no representative. I sent an email to a number listed on the invoice but received no reply. I received another copy of the bill threatening to send me to collections. I have made several attempts to clear up the bill and show evidence of payment but there is no way to speak to a person.

  

  Business Response

  Date: 02/20/2023

  Transform SR ******* ********** LLC
  
  
  
  
  February 20, 2023
  
  
  Customer Relations
  **********************
  330 ****************., Ste. #****
  *******,**  60611
  
  
  Reference File # 18817723  *****************
  
  
  Unfortunately, due to extraordinary circumstances surrounding COVID-19 we have seen delays in all areas of customer and technical service. We are also experiencing a shortage of staff and service techs due to furloughs, the illness or the need for isolation per state mandates and/or furloughs which is seriously affecting all aspects of business. Everyone is feeling the effects of this pandemic. Please be assured that we are doing the best we can with the available resources.
  
  Dear BBB Customer Relations;
  
   We have not completed the investigation of ************** complaint regarding the bill received for the repairs on her refrigerator.
  First, we would like to apologize to ************ for failing her expectations.  We do not take these matters lightly and we sincerely regret any inconvenience. We had contacted our accounting department, and it looks like our automatic audit system did not find the merchant credit payment for the original charge, so it generated a bill.
  
  Sometimes that happens where the authorization process doesnt complete, and the customers account *** or *** not have the funds withdrawn and they *** or *** not be deposited to us. In this case, we determined that the funds were withdrawn from that account but were not linked to a deposit made in our account. Our accounting person was able to find the payment in an unmatched sort of limbo and match it to ours, so this bill was closed out on January 20 2023. ************ should not receive any further notices as of January 20, 2023.  Furthermore, this letter will serve as ************ documentation that she 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 her credit history or score. With that said, since we did provide ************ with her 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

• Initial Complaint

  Date:01/16/2023

  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 attempted to get an estimate for replacing an inner glass in my KitchenAid double oven over the phone. I was refused this estimate over the phone (this issue didn't require diagnostics at all!) and was directed to schedule an appointment online for a diagnostics (this was not necessary as the glass was clearly broken); I was also told that $99 diagnostics fee will be waved towards replacement of the glass. After scheduling this appointment, I couldn't reach anyone on the phone or by clicking on email confirmation links to cancel this appointment. Finally, after SHS technician came in, he too 5 minutes to give me an estimate of $422 to replace inner class that cost retail $65. So for 30 to 60minutes job, he wanted almost $360 labor. This is a complete racket and I want to dispute this service fee. I made an attempt to dispute this with SHS 2 times, however I didn't receive any response. On Friday, 1/13 I received a bill for $109 for the diagnostics fee that was never performed (my issue didn't require any diagnostics). 1 week ago I personally replaced this glass in about 45 minutes without any training, so trained technician could have replaced it even faster. Charging a customer ********/hour for labor is outrageous and unacceptable!DECLINED SEARS SERVICE ESTIMATE #******** Service date: 12/21/2022 **************** KITCHENAID OVEN, BUILT-IN Service Order Number: ******** Service Unit Number: *******

  

  Business Response

  Date: 02/21/2023

  Transform SR ******* ********** LLC
  
  
  
  February 21, 2023
  
  
  
  Customer Relations
  **********************
  330 ****************., Ste. #****
  *******,**  60611
  
  
  Reference File # 18820381 - *************************
  
  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 his oven.
  First, we would like to apologize to ******************** for failing his expectations.  We do not take these matters lightly and we sincerely regret any inconvenience.
  
  In regards to the service scheduled for a diagnostic, when we schedule service, the call taker is not a technician,and they do not know what is needed to complete the repairs, and this is the reason why they scheduled the service.
  
  Due to the fact that Mr.******** did not need the service to diagnose the issue, we have closed the bill, since the diagnostic was not required. So this bill was closed out on February 20, 2023. ******************** should not receive any further notices as of February 20, 2023.  Furthermore, this letter will serve as ******************** documentation that he does not owe Sears Home Services for the service call.
  We dont report our collection efforts so our billing would not have any impact on his credit history or score. With that said, since we did provide ******************** with his requested resolution, we have closed our file.
  
  Again, we apologize for any problems or frustrations that ******************** may have experienced with Sears. We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints or problems whenever possible.  If you have any further questions, you may contact me directly via email at **************************************** .   
  
  
  Sincerely, 
  *************************
  Regulatory ******************************************************* Corporation

• Initial Complaint

  Date:01/16/2023

  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 had Sears install a new Kenmore Refrigerator in November of 2021. Immediately we had an issue with the ice maker. An appointment was scheduled for 12/9. The ice maker was not making enough ice. We told this to the scheduling department, they suggested they replace it. We agreed since it was a known issue with ice makers. The tech comes out on 12/9 and says it will be ok, sometimes they just dont make enough ice which we knew to be untrue. The tech did not do his job and now they want us to pair for labor of the free part. This was a known issue while the unit was under warranty and could have been taken care of then instead of now. You can't get anyone in ******* on the phone to help and make a decision, you get a call center in ***** who is not authorized to help with your issue. We want the ice maker replaced for free which should have been done the first time. Thank you. Service date:12/9/2021 *********************** REFRIGERATOR,O1000/U1200 Service ***************************** Unit Number:0008206 APPLIANCE INFORMATION MerchandiseREFRIGERATOR,O1000/U1200 Brand NameKENMORE Model Number10650049717 Serial **************** Service RequestedRepair

  

  Business Response

  Date: 03/23/2023

  Attached is our original response to *********************** and a rebuttal to the rejections of my initial response. ************************* complaint is the same and we considered as duplicate. At this time there is no further action is needed from us as such we again closed our file.

• Initial Complaint

  Date:01/16/2023

  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.

  Ordered part on line because it said was in stock shortly after ordering got notice item back ordered was given 3 different shipping dates and finally cancelled order before any shipping dates and still received package after calling them several times to be sure it was canceled now I have to pay return shipping charges. They need to quit saying in stock when not in stock and stop lying to customers also ask to speak to a supervisor on 2 different times and was told they would call back - never happened

  

  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. ********************** regarding his dissatisfaction with
  The delay on the fulfillment of his order from Parts Direct Website.
  
   Upon investigation, our records showed that the part ordered was on back order by the manufacturer. Unfortunately, we do not have any control over the manufacturer.
  
   Unfortunately, the part was already shipped to him. **************** returned the part and the refund has been issued in full back to his Discover card ending on **** for the amount of $65.19 for the part on January 13, 2023 and then the shipping charges of $12.99 on February 17, *****. 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 his case manager for assistance at ****************************************************. He dont need to send the part back.With that being said, since we did provide **************** with his requested resolution, we have closed our file.  
  
  We apologize for any problems or frustrations that *************** has experienced with Sears. We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints. Please feel free to contact me at **************************************************** if you have any further questions. 
  
  
  
  Sincerely,
  
  *************************
  Regulatory Complaints Specialist