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:01/15/2023
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 ******* washer that has been recalled . The Sears store claims to know nothing about the recall. The Sears store told me contact *******..******* tells me to contact the store . The machine is 3 months old and under warranty. I want to return the washer. It is recalled because it is starting house fires.
Business Response
Date: 02/27/2023

February 27, 2023

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

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

Dear BBB Customer Relations:

We have completed the investigation of **************** complaint regarding her request to return the ******* washer due to a recall issued by the manufacturer.

Firstly, we would like to note that recalls issued by a manufacturer are typically handled by the manufacturer. In most cases, recalls are repairable and the consumer must contact the manufacturer to schedule the repair or for instructions regarding the recall issue. We reviewed **************** account and were unable to locate the recent purchase of a ******* washer. However, listed under a different name, but same address used by **************, we located a ******* washer model WA52A5500A that was purchased 6 months ago in August 2022.

We researched and found that on December 22, 2022 ******* issued a recall on the washer model WA52A5500A. The recall notice does state that there is a fix and instructs the consumer to contact ******* to resolve; the recall does not offer a refund. ************** stated that she contacted both ******* and the Sears store regarding her request for a refund due to the recall. When a consumer is a requesting a refund from the manufacturer, they will always be directed to contact the retail store with that type of request. We would like to note that Sears has a 30-day return period and after the 30-day period, the washer is covered by the manufacturers warranty to provide service. Since the washer was purchased in August 2022, the 30-day return period has expired, and **************** request for a refund is denied. ************** will have to contact ******* regarding the recall repair for the washer. With that being said, since we have addressed the issue brought forth in **************** complaint, we have closed our file.

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

Sincerely,

***************************
Regulatory Complaints Specialist
Initial Complaint
Date:01/15/2023
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 initially made an appointment to have a technician come out diagnose my kenmore furnace which was not heating on 12/20/2022. The technician came out and repaired what the technician said was the gas valve, "he adjusted the gas valve" is what he said and got it to work. I was charged $215.95 for this visit. He also said the repair had 90 days of warranty if the furnace stopped working due to same part. The furnace once again stopped heating up on 12/21/2022, I contacted sears for the technician to come back and repair as needed. On 12/28/2022 the technician returned and did another adjustment to the the gas valve and got the furnce to work again. He also said he would order a new gas valve in case the adjustment did not work again. The furnace quit working again on 12/29/2022, I contacted sears to have the technician return and replace the gas valve he had ordered. The technician returned on 01/06/2022 and replaced the gas valve. I was charged an additional $259.00 for this repair which I was assured all along from the sears representatives and the technician that I would not need to pay for the repair since it was the original problem with the furnace and it was a recall service. The technician mentioned he was not sure why I was being billed and I should contact sears for a refund. The technician gave me a number to call but no one ever answered. I decided to look for a customer service number online since the number the technician gave me lead me nowhere. I called every number on the sears website and spoke to multiple people that "could not help me" but would transfer me to the proper department with no luck in speaking to someone in billing. I spent one and a half hours going in circles with sears representatives on the phone and not one could help me. I eventually found an email address for customer service which I emailed on 01/09/23 and still have not heard from sears. I would like a refund of the $259.00 I was not supposed to be charged for recall service
Business Response
Date: 02/09/2023

February 9, 2023

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

File # ******** - ***********************

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 ************** complaint regarding the charges he was assessed to give him an estimate for the repairs on his furnace.

First, we like to apologize to ************** for failing his expectations. We do not take these matters lightly and we sincerely regret any inconvenience.

The service fee charges it has been refunded to him since he should not have to be charged for it, he was under the 90 days warranty on repairs, The refund was issued in the amount of $259.00 on February 7,2023, Back to his card ending on **** .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 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 ******************************************************* Corporation

Customer Answer
Date: 02/10/2023

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:01/14/2023
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 called for service on a boiler that is under a Sears ************ Master Protection Agreement because there was water dripping from the unit. A technician was sent out. He advised us that he could not service the boiler because the leak was coming from a pipe and this was a plumbing problem. We paid a plumber to come out. The plumber informed us that the leak was not coming from the pipe it was coming from the circulator pump in the boiler.. We called Sears back again. The same technician came out. We told him that the plumber said it was the pump. He looked at the pump, took pictures, spoke to a supervisor and said the pump was broken but he could not service it because it was a plumbing issue and that he was not insured for water damage. At this point, nothing is leaking. Not satisfied with his answer I called for service again, and requested that they send me a different technician to which I was assured that they would send someone else. Once again they sent the same technician who is sticking to the same story. We asked to speak to his supervisor. Tech called on his phone and told us the supervisor was going to call back. After waiting 20 minutes no call back and no answer at the number he gave us. This is my 80 year-old mother's house . Today, the technician called (another appointment) and said his supervisor was going to call and arrange for a plumber so there was no need for him to come. No Call. But a receipt for service was processed for payment. To date there has been seven service tickets with two cancellations by them and no heat or hot water for over a week. It is so unclear what this purchase agreement covers. I asked if the pump was covered. I was told yes by a representative, and then when I went to order the part (since the tech is not) from another department, was told no I called to find out where to file a complaint. What they offer is another service call. PLEASE HELP!
Business Response
Date: 02/27/2023

February 27, 2023

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

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

Dear BBB Customer Relations:

We have completed the investigation of Ms. ******* complaint, filed on behalf of her mother, regarding the problem she encountered with the repair/replacement of the boiler through the protection agreement.

Firstly, we apologize for any inconvenience or frustration that **************** may have experienced. We reached out to the service manager and HVAC replacement team to assist with her concerns. We received confirmation that the boiler was approved for replacement and on February 16, 2023 our HVAC replacement team reached out to Ms. ******* mother to inform her of the non covered charges for the replacement. 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: 03/05/2023

Complaint: 18814341

I am rejecting this response because: The case is not fully resolved. I asked in my complaint to be reimbursed for the ****** expense that was paid for a plumber that was not needed. As explained, Sears said that the boiler was not the problem and it was a plumbing issue. After two months the boiler has been replaced. Therefore, the boiler was the problem from the beginning and there was no need for us to pay the expense to have a plumber come out. Attached is the receipt from the plumbing company.

Sincerely,

*************************
Business Response
Date: 03/16/2023

March 16, 2023

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

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

Dear BBB Customer Relations:

We have completed the investigation of Ms. ******* rebuttal to our response regarding the problem she encountered with the repair/replacement of the boiler through the protection agreement.

We received Ms. ******* rebuttal and her request for a $517.16 reimbursement for the plumber she hired as suggested by **************. Service Manager *********************** contacted **************** and discussed the plumbing invoice. **************** mentioned that the total cost on the invoice included some repairs made not related to the boiler plumbing issue. Manager ******** agreed to reimburse **************** for the trip charge once she provides a copy of the invoice. 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
Initial Complaint
Date:01/14/2023
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.
In october 2022 my refrigerator stopped working. i have a warranty on the refrigerator which sears has had me waiting on a proper replacement since then. All i ask is for my refrigerator replaced with the proper size model in which i originally purchased. I am in my 80s and need my refrigerator to be functioning to store my insulin.i dont want any cash or anything extra just to have this resolved already
Business Response
Date: 03/02/2023
March 2, 2023

Customer Relations
**********************
330 ****************.
*******, ** 60611

Re: 18 ****** ***********************

Dear BBB Customer Relations:

We have completed the investigation of ****************** complaint regarding the delay in receiving her in-warranty replacement.

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

It is our understanding that once the manufacture was able to fill ****************** order, the delivery was completed on February 03,2023. Based off the aforementioned, we have closed our files.

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

Sincerely,

Regulatory Specialist,Regulatory Complaints
Transformco LLC
imx integrated member experience
Initial Complaint
Date:01/14/2023
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 parts from Searspartsdirect and they charged me $195.15 before receiving the part. I have waited for almost two weeks for the parts and I called to follow up, but just keep getting promises. I called and canceled my order on January 2, 2023, due to parts not being delivered on time. I called again on the second week of January to follow up on my refund, but nothing was being done.
Business Response
Date: 02/06/2023
February 6, 2023

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

Reference File # 18814177 - *************************

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 back to his master card ending on **** for the amount of $15.99 on January 27, 2023, for the shipping charges and another refund for $179.16 on January 27, 2023. For the part. 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
Initial Complaint
Date:01/14/2023
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 service contact with sears home services of which i pay them $49.00 a month. I paid them ***** on 11/28/2022 for a service appointment to come to my home and fix my washing machine, They ordered parts for my maytag washer on 11/29/2022. I have not received all the parts as of 1/14/2023 and my washing machine is still broken. i have made multiple attempts to contact this company by phone and email to resolve this issue and to send my missing part. they transfer the customer to a recorded line and never answer or resolve the issue. I have been unable to reach this company to complete this repair.
Business Response
Date: 02/17/2023

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

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

Dear BBB Customer Relations:

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

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

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

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

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

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

Sincerely,

*******************************
Regulatory Complaint Specialist
**********************************************************
Initial Complaint
Date:01/13/2023
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.
- Dates of Transactions: November 1, (Washing Machine), November 8 (Dishwasher), November 14 (Dishwasher)- Amount of $ Paid to Sears Home Warranty: $2624.49 - Sears Home Warranty committed to provide us with repairs on our appliances along with paying a service fee for the technician when they come to perform the repairs. If parts are unavailable or if the appliance is not repairable, they contracted to replace the appliance with a product of equal value to the original appliance. This service comes with a monthly fee of $49.99/month.- November 1, the technician came and concluded that our washer needed parts ordered. We received several of the parts, but one part was missing/backordered and we never heard back from Sears Home Warranty or the technician who came to perform the repair. I called to follow up this week. Another technician came and concluded there was a part still missing. He ordered the part and scheduled another date for January 20. Meanwhile, my washer has become unusable and there's no guarantee the part will come next week. - Nov. 8 a technician arrived to fix the dishwasher and on Nov. 14 came back saying the replacement parts are unavailable. We then received a check for a replacement for $591.56 - which is way below the original value of current dishwasher. - Sears Home Services has not resolved this problem as promised. I have to talk to an overseas call center to go through a painstaking process of speaking with an operator, being put on hold for long periods of time, and who can't find the records or has any information regarding these transactions. Not helpful at all because the order numbers are not available with the call center operators. I'm uploading the email documents for service orders re: the repair dates.Sears Home Warranty services is an unsatisfactory service of repair or replacement of appliances.Customer service is greatly missing and inconvenience isn't equal to the cost involved.Dissatisfied Customer.
Business Response
Date: 02/09/2023

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 2018. 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:01/13/2023
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 have a ******* Dishwasher that S/N B03ZG8DKC03753 Dishwasher stopped working. I contacted ********** who instructed me to call Sears and schedule a repair. I put my information in the system on Sears website and was able to schedule an initial assessment on or about December 14th. I was charged over100$ for the initial diagnostic appointment, which was paid prior to the visit on 12/14. The repairman came, diagnosed the problem, and gave me an order number of ***************. ****** was the repairman's name. On that day I paid **************** through an app on his phone an additional amount of ******. My Sears estimate number was #******** in the amount of ****** paid on 12/14/2022. Parts - ****** Total labor cost - ****** and Repair costs takes - ***** They told me the part would be delivered to my home and I would need to reschedule with them online when it arrives to schedule the follow up appointment. The part came in on 12/22/2022 and I tried for several days to schedule a follow up but, was unable to online. The site kept saying, no available appointments. I was finally able to speak to a person on the phone and they tried to schedule it also. The website showed NO AVAILABLE APPOINTMENTS. I then asked the representative how I supposed to get my dishwasher fixed after having been without it for over a month. She apologized and I asked for a refund for the amount I pre-paid for the and taxes. The representative said she would initiate a refund and did so while we were on the phone. She said I would receive an email confirmation immediately. I did not. She said I should be issued a refund in 48 - 72 hours. I did not. I am asking for my refund of ****** for the return service charges I paid for. I also want to put in a formal complaint. Sears website is RIDICULOUS, and their phone service is HORRIBLE. I could not get anyone to call me back or allow me to speak to a representative in customer service. Oh yeah, several times I tried to put my info in on line and it said, my address and phone number were not valid. Then I tried using my email address where SEARS emailed me a confirmation of my paid invoice, and it said, my email address wasn't found. I HAVE EMAILED, CALLED, TEXTED, AND CHATTED WITH SOME AUTOMATED SEARS LINE AND I CANNOT GET ANYONE TO RESPOND AND I HAVE NOT RECEIVED A REFUND WHICH I PAID FOR. SEARS NEVER RETURNED TO FIX MY DISHWASHER. PLEASE HELP GET MY REFUND.
Business Response
Date: 02/21/2023
Transform SR ******* ********** LLC

February 21,2023

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

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

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 ******************************* complaint regarding the problems their encountered with the refund for the repairs on her dishwasher

First,we would like to apologize to ******************-howellfor failing her expectations. We do not take these matters lightly and we sincerely regret any inconvenience she may have experienced as a result of this issue.

Upon receiving ******************************* complaint, we reviewed the notes in our service regarding her dishwasher repair. Since it appears that ******************************* called to cancel the service due to the delay in our part, we submitted a refund request for $386.62 on February 20, 2023.The trip charges are not refundable, we would note that it can take 2-3 weeks to receive the check 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 ******************-Howell 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:01/13/2023
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 contract that states that they will replace an appliance if they cannot repair it and they will also install the appliance. They replaced the appliance but will not install it. They did offer to reimburse us up to $75.00 if we had someone install it, but it is not possible to have it installed at such a low cost. Plus we should not have to take this additional step when we are paying on a monthly contract for them to do this. We have tried to work with them to have the work done, but they do not return calls or texts and provide us with phone numbers that do not connect to anyone. This is a dishwasher.
Business Response
Date: 02/13/2023
BBB Customer Relations
**********************
330 ****************., Ste. #****
*******, ** 60611

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

Dear BBB Customer Relations:

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

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

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

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

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

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

Sincerely,

*******************************
Regulatory Complaint Specialist
**********************************************************
Customer Answer
Date: 02/14/2023

Complaint: 18809044

I am rejecting this response because:
The warranty was not honored. The company did not install the dishwasher even though we were told they would and it is in the warranty. They sent someone to our home to install, but the "installer" claimed that they do not do installation. In addition, the warranty states it will provide a replacement with similar features, but the one we were provided had only basic washing choices and not several washing and drying options that the one that was replaced had. We have spent many hours on the phone trying to get them to honor the warranty and stayed home from work on 3 occasions because we were told someone was coming to install the dishwasher, but in all 3 cases no one did. On one of those occasions, they sent someone from the a&e company who not only did not install the dishwasher, he stole the flashlight we provided to him to look under our sink and left without doing any work. It has just been one issue after another. I wish we had checked the reviews on this company prior to signing up for the warranty, but we did not know to look them up under the correct company name.

Sincerely,

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

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

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

Dear BBB Customer Relations:

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

We have reviewed both our response and Ms. ***** rebuttal, and we do not find that she has brought any new information to her complaint. We know for a fact that she has been contacted by with her case manager at Cinch and has all her case managers contact info.

That being said as stated in our closure letter submitted on 2/13/2023 If ************ has any issues with her warranty coverage she will need to address it with Cinch HomeSure directly. We provided instructions on how to proceed via Cinch HomeSures escalation process.

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:01/13/2023
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.
We bought the annual master protection agreement for a heat pump from Sears. It is always a nightmare to reach them whenever anything goes wrong with it. The heat pump froze at the end of November. Someone finally came 12/7/22 and said there was nothing wrong with it. It froze a few days later. The next tech said that he could not diagnose with the problem because the unit was frozen and it would need to be off for at least 48 hours. This was during one of the coldest weeks of the year. The tech finally came back on 12/28/22 and said they fixed the problem. The unit froze again last week. They are supposed to cone again on 01/18/23.On 12/20/22 their **************** rep told me we would be receiving a check for $250 to cover the cost of space heaters. We have not received the check. When I called last week I was told that the check was issued on 12/20/22 and to allow up to 14 days for delivery. We are well past 14 days at this point. I would like help receiving my $250 check as well as looking into what I can do to hire competent technicians to repair my unit and have Sears cover the cost since they are clearly in violation of the agreement at this point.
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 Mr. ******* complaint regarding his dissatisfaction with the multiple repairs on the heat pump; and that he has not received the $250 check that was offered to purchase space heaters.

Firstly, we apologize for any inconvenience or frustration that **************** may have experienced. According to our records, we issued **************** the $250 check to assist with the purchase of space heaters. Check # ********* was issued on December 22, 2022 and it was cashed on February 15, 2023.

As for the heat pump repair, we reached out to the service management team to assist with Mr. ******* concerns. We received confirmation that on February 15, 2023 our technician added refrigerant and a leak dye to check for any leaks. The technician returned on March 1, 2023 to check for leaks and reported to management that he found a problem with the installed compressor. Unfortunately, the compressor for this model is no longer available. Therefore, our service management team has approved a replacement and submitted the request to our HVAC replacement team. **************** will be contacted by our HVAC replacement team within 1 5 business days with the information regarding the replacement process. If **************** has any questions, he can contact me at ****************************************** 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 Mr. ******* issue is not resolved to his satisfaction, he 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

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