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

6,247 total complaints in the last 3 years.
2,147 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:11/25/2022
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.
Comments below are from an email that I filed with ************************* now ********************** Co. My request to the company is to honor the warranty that came with the product. I am filing this with your office because you are near Transform Co. Please let me know the next steps. "I purchased a Kenmore Elite Bottom Freezer Refrigerator (model 795.74043.411) in 2016. The warranty reads, "For 10 years from the date of sale, the linear compressor in this appliance is warranted against defects in material or workmanship. A new linear compressor will be supplied free of charge. You are responsible for the labor cost of installation after the first year from the date of purchase." Note this does not specify how the new compressor will be supplied to me free of charge. On 11/18/22 my refrigerator stopped cooling. I checked Sears Appliance repair and found no appointments open for day. A refrigerator is critical, so I found a local appliance company to come that day to find the problem, He found the compressor was not working and needed to be replaced. I spent the next 2 hours on the phone speaking with 9 Sears/A&E/Kenmore Service employees at 15 800/888/844/855/870 numbers. The answer I consistently received was that I qualified for a free new compressor but a private service company was not allowed to fix it. A Sears tech must come out, make the diagnosis, then order the part, then come back to install it. But the next appointment was 12/16! I asked how I was to live for a month without a working refrigerator, they merely repeated that the 12/16 date. I asked if I could send an itemized invoice backed up by photos of the work done for reimbursement of the faulty generator part, I was told "no". At no place in my warranty does it state that the compressor must be delivered and installed by a Sears tech I tried to escalate but failed, I had the compressor replaced by a local company. I have photos of the work and a detailed invoice to present hoping for reimbursement.
Business Response
Date: 01/18/2023
January 18, 2023

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

Re: # ******** *******************************
Dear BBB Customer Relations:

We have completed our investigation of Mr. ********* complaint regarding his Kenmore refrigerator.
Upon receiving Mr. ********* complaint, we contacted Client Support for assistance. In accordance with Mr. ********* request, as of January 13,2023, a refund in the amount of $332.81 was processed for the compressor he had installed by a third party provider. ******************** can expect to receive mailed bank check within the next seven to twenty one business days. In the interim, since we have noted Mr. ********* concerns,we have closed our file. Should ******************** have any additional questions or concerns, he is welcome to email me at ************************************************.
We apologize to ******************** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.

*********************
REGULATORY SPECIALIST, Regulatory Complaints
Transform SR *********************************
Customer Answer
Date: 01/20/2023

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:11/24/2022
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a wall oven from Sears.com on January 30, 2022. After many delays and reschedules in getting the product it finally made it to the warehouse on October 7, 2022. Once it was in the warehouse the found they had no installers and couldn't switch me to just a home delivery instead of a delivery and install. They said they would do some research and get it switched and delivered. Finally I was informed that I would need to cancel my order. On November 8, 2022 I canceled my order. Now 11 business days later I still have no refund for my canceled order. I have called a lot of times and they will not even let me speak to anyone higher up than the first level customer service rep that you get when you call. All they will say is that they will pass it on to the next person and I should hear from someone in ***** hours. Last time I was told that I never heard from anyone.
Business Response
Date: 01/16/2023
January 16, 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.

After researching this order, we found that the Online team issued a previous refund of $242.73 on February 12, 2022, under receipt number 093003928533.A credit of $215.00 was issued on April 21, 2022, under receipt number 093003934321.Finally, a credit of $4,154.22 was issued on December 2, 2022, under return receipt number 093003990538 . These credits were issued back to the **** account ending in ****. Since a full refund has been provided, we have closed our file.

We apologize to ********************** for any inconvenience she has experienced and 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
Customer Answer
Date: 01/17/2023

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:11/24/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello Sears Home Warranty ServicesI would like to bring your attention to the matter regarding my Sears Home Services Master agreement. My refrigerator that is covered under master service agreement has not been cooling since August 3, 2022. I initiated a request to get my refrigerator fixed and the technician came over to diagnose the problem on August 5, 2022. The technician ordered the part and made appointment to replace the faulty part. Since August 5th, many technicians came over and replaced various parts of the refrigerator hoping that replacing the parts will fix the problem. There were FOUR attempts made with different parts replacements but the problem was not fixed and the refrigerator is was not cooling. The last technician mentioned that we have replaced all the parts we think could have fix the problem. Unfortunately the problem did not go away and the technician stated as per ************** Agreement and he/she will recommend replacement refrigerator as it is NOT fixable.Now, it has been more than three months since we are without a working refrigerator and you can imagine the painful without an essential appliance. I have contacted several times in the last EIGHT weeks and each and every time I was told we are working on the approval. The customer service representatives also stated that they have escalated to higher *** to get the refrigerator replacement claim approval. There is no response so far.I would greatly appreciate your consideration to approve the replacement refrigerator and provide me the claim reference so we can move forward to replace broken refrigerator.Here is my master service agreement information:Master Protection Agreement Customer ID **************** feel free to contact me at ************ if you have any questions.ThanksFarrukh
Business Response
Date: 12/30/2022

December 30, 2022

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

Dear BBB Customer Relations:

We have completed the investigation of Mr. ******** complaint regarding the problem he encountered when he requested a repair/replacement for his refrigerator through his protection agreement.

Firstly, we apologize for any frustration that ****************** may have experienced. We reviewed the service orders and case notes related to the refrigerator. Due to the multiple repair attempts, we have authorized a replacement refrigerator. We have emailed ****************** the authorized amount and instructions for the replacement. Once ****************** has made a selection, he can contact me at ***************************************** to process the order. 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
Initial Complaint
Date:11/23/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 6/20/2016, I purchased a portable washing machine for $449 from Walmart.com that was manufactured by Haier America (model #: HLPW028AXW), which was subsequently bought by Sears. On 10/2/2022, the machine began to fail (the device no longer spins), at which point I contacted Sears Parts to seek warranty support for the device's drum -- which is covered for 7 years and which is rusting thoroughly at the bottom, beneath the porous panel, as shown in the attached photos -- only to be informed that the part is no longer available. If Sears is no longer able to obtain a replacement for the damaged part on my device, then I expect at least a partial refund of the purchase price for the device, instead of the (unused) $50 rebate I was sent by Sears on 10/5/2022.
Business Response
Date: 12/13/2022
BBB Customer Relations
**********************
330 ****************., Ste. #****
*******, ** 60611

Re: ***************************
18450492

Dear BBB Customer Relations:

We have completed the review of Ms. ********* complaint regarding her Wal-Mart purchased GE owned Haier washer.

Neither Sears nor TransformCo own Wal-Mart, GE or Haier appliances and the letter ******************** states she received from Sears is from an employee at GE. We suggest ******************** contact GE to address her issues. Since this issue does not involve Sears in any way we have closed this case

If you have any further questions, you may contact me at ***************************************************.

Sincerely,

********************************
Regulatory Complaint Specialist
**********************************************************
Customer Answer
Date: 12/13/2022

Complaint: 18450492

I am rejecting this response because:
Although Sears is correct in that Sears does not own Haier America and is not directly affiliated with GE, as a parts distributor for most manufacturers through Sears Parts Direct (www.searspartsdirect.com), Sears was in a position to intervene on my behalf with GE Appliances -- who consistently directed me to Sears Parts Direct for assistance when claiming that GE was no longer able to replace my damaged but still warranted part -- but refused to do so, instead referring back to GE Appliances repeatedly. Accordingly, I have followed Sears' advice and followed up with a complaint against GE itself as of today, but am disappointed with the general lack of professionalism demonstrated by a merchant I had come to trust and turn to for appliance repair over the course of many years.

Sincerely,

***************************
Initial Complaint
Date:11/23/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
trans date 10/11/2022 I had a service from sears on my washer and the tech said he had to order the parts and I had to pay for these parts.I paid for this on my credit card on 10/11/2022. half an hour later my wife said me to get new washer instead so I called the tech back to cancel the parts but he said he can'nt himself but his boss will call me.Needless to say Ive been calling different sears numbers to get this resolved.I recieved a email from sears parts recover department about any parts not used for the job . they sent me a return labels for the parts and sent them back thinking i'll get my money credited. i w
Business Response
Date: 12/13/2022
December 13, 2022

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

Reference File # 18455707 *******************************

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. Fergusons complaint regarding the issues with the refund for the service and parts for his washer.
We have reach out to ******************** in regard of the issues with his refund. He advise us that he did receive a refund about a week ago. It is our understanding that he no longer requires assistance, 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

Customer Answer
Date: 12/15/2022

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:11/23/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I contracted with Sears Home Warranty to repair my Washer. I paid them for the service and they gave me a date to come to my home and do the repair. They have given me four different dates over the past three months and have been NO SHOW for every date they have given. The repair has not been done and the technician they contracted to come never came. (Cinch) They simply had me waiting from 8::00am till 5:00pm on four different appointment dates without even so much as a call to say they were not coming. the cost of the warranty is $783.77 and they take the money and provide no service. On the many occasions that i called the Company, onlt an automated service was provided, and when i finally got a live person to answer the call they were located in ***************, and had nothing to offer. The Company is a rip off.
Business Response
Date: 12/02/2022

December 2, 2022

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

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

Dear BBB Customer Relations:

We have completed our investigation of ******************** complaint regarding her washer.

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.

It may be at the time of calling in for service or by the service technician when the customer receives the estimate for **********************. The agent or service technician will offer the customer a ********************** Branded Home Warranty (***) to cover all appliances with the first service on the currently broken appliance receiving a discount of 50%up to $150.00 in exchange for a one-year commitment to our *** that is billed in monthly installments.

Once the warranty goes into effect in 30 days of enrollment all appliances are covered up to $10,000.00 with the understanding that all appliances (including the appliance that is/was being repaired at time of enrollment) are in good working order at the time the warranty goes into effect. All Sears cash services repairs are covered for 90 days if any issues or recalls are needed for that appliance.

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. As the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programs. Cinch Home Services, **** is not a related or owned entity of Sears ******************** Sears ******* & Company or Sears Home Services (collectively Sears); the Agreement is branded with the Sears name only.

That being said, ******************* purchased the *** to receive the service discount on 10/5/2022 from the service technician when he diagnosed her washer. As she was informed at the time and confirmed when she enrolled, this appliance is not covered under the warranty until repaired and stays repaired for the 90 days service guarantee.

At this time we are waiting service dated 12/15/2022 to replace the Washer Tub Fill Nozzle and hose. If this repairs her washer after 90 days it will be covered under the ***. Meanwhile her other appliances that are in working order become covered when the warranty became active on 11/4/2022. If ******************** wishes to not continue with the service she need only cancel the service return the parts and a full refund will be processed. Otherwise service is expected for 12/15/2022.

We would like to remind ******************** that if she wishes to cancel the *** but continues with the service she will be responsible for the discount she received for the purchase and confirmation of 12 month coverage.

Since we have addressed ******************** complaint as to Why her service is NOT part of the *** and are currently waiting service we have closed this case.

If ******************** would like the warranty she purchased canceled she can contact Cinch Home Services 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.

Sincerely,

********************************
Regulatory Complaint Specialist
**********************************************************
Customer Answer
Date: 12/03/2022

Complaint: 18407385

I am rejecting this response because: The response does not address the complaint of dispute. The service they were to provide was already paid for in addition and outside of the agreement contracted with the warranty. It was paid for and a date to provide the repair was set and cancelled 4 times without a notice, explanation or courtesy of notification. The company then then generated new date of repair without any input from me and then changed those dates at will repeatedly again. They have been extremely unreliable, inconsistent and difficult to contact.

Sincerely,

*****************************
Initial Complaint
Date:11/23/2022
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 submitted a claim to get my refrigerator fixed. A technician from the business came to figure out what the problem was and ordered the part at which I then paid for the part and labor cost before they even got the part to be put in. Once I received the part, I notified them of that. They then scheduled a technician to come back to put in the part. They then cancelled that appointment the day before they were supposed to come so then they rescheduled me for another appointment. They then preceded to cancel that appointment too. At this point, I went a month and a half without a refrigerator so I asked my son if he would be able to put it in and he did. So I asked this business for a refund for labor cost and they preceded to tell me that they would process it for me. To this day, I have yet to get a refund and when I call and ask about what's going on, they give me all different phone numbers to call different people and I never get a straight answer and some of the people I've talked to tell me my claim for my refund has been denied and nobody will give me a straight answer as to why.
Business Response
Date: 12/22/2022
December 22,2022

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 **************** complaint regarding his dissatisfaction with the charges for the repairs on his refrigerator.

Upon receiving **************** complaint, we reviewed the notes in our service regarding his refrigerator repair. Since it appears that the parts were ordered and service was canceled, we submitted a refund request for $432.45, The refund was processed on December 22,2022, we would note that it can take 2-3 weeks to receive the check and if he has not received it within that timeframe he is welcome to email me for assistance at ***************************************** With that 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
************
Initial Complaint
Date:11/22/2022
Type:Sales and Advertising 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 freezer that is not making ice again. I've had this on-going issue since June 16th. I've had several technicians to come out and fix the problem for it to happen again. I had a technician come out on 6/17/22 to fix the freezer. It was an issue with the wiring harness. It worked for a few weeks and went out again as well as the lights in the freezer and refrigerator. I had another technician come out on 7/6/22. He was able to fix the lights but not the freezer. He had to order parts. Another technician came out on 7/13/22. When he arrived, he did not have the parts. Come to find out the parts were sent to the ******* Distribution center and sitting on *******'s desk in her office and had been there since 7/8/22. I had to yet again make another appointment and take a day off from work. I called customer service to speak with a manager and make a complaint. ***** tells me there is no supervisor there at all and hung up on me. I file a claim for reimbursement under my protection plan and explain to them that the issue hadn't been resolved and they denied my claim. I appealed it and it was denied again. My protection plan I have states if I have an issue and it's not a 1st time resolution, they will reimburse me. Didn't and still hasn't happened. The same tech (******) came back out on 7/13/22 to repair my freezer. It's making ice and everything is working. On 8/9/22, I had to schedule another appointment as my ice maker stopped working again. Tech came out on 8/16/22 to fix it again. Same issue the wiring harness and the mechanism in the door at the bottom. Worked again. On 11/1/22, ice maker stops working yet again and I schedule an appointment for 11/4/22, ****PM. Tech (********) shows up at 1:42PM, after the time frame to fix my refrigerator. I almost missed my flight because of this. He did not know what to do or how to fix it. He called his lead tech (*****) and ask questions. ***** had him to do a diagnostic and says I need a new freezer door. Door was
Business Response
Date: 12/22/2022

December 22, 2022

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

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

Dear BBB Customer Relations:

We have completed the investigation of ****************** complaint regarding her dissatisfaction with the multiple repairs on her refrigerator and that it has not been completed in a timely manner.

Firstly, we apologize for any inconvenience or frustration that ****************** may have experienced. We reviewed the service orders and case notes related to the refrigerator. According to our records, due to the multiple repairs, on December 12, 2022 the refrigerator was approved for a replacement. Our contract department will contact ****************** with the information for the comparable model and delivery information. 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

Customer Answer
Date: 01/06/2023

Complaint: 18454251

I am rejecting this response because:
Hello,

As stated in the previous email. When you sent the response as to what Sears said, I was out of town dealing with a death in the family. When I responded to you all was when I returned.
I'm sure if you've ever had a death in your immediate family, especially one that isn't expected, you can understand that reading or responding to emails
is not the first thing on your mind.

Also, Sears is offering me a different model refrigerator that is a lower grade than what I currently have, and it only comes in Black or White. The Kenmore Elite
refrigerator that I have is Stainless Steel as is all of my other appliances.

Let me know if you need me to send pictures of the refrigerator that I currently have that's in question.

I have followed up with Sears and have yet to receive a response back.

It would be greatly appreciated if my case is reopened.

Thank you,

There is POWER in PRAYER. PRAYER changes things
When Prayers go up, Blessings come down
********

Sincerely,

*******************************
Business Response
Date: 01/18/2023

January 17, 2023

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

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

Dear BBB Customer Relations:

We have completed the investigation of ****************** rebuttal to our response regarding her dissatisfaction with the multiple repairs on her refrigerator and that it has not been completed in a timely manner.

We received ****************** rebuttal and voicemail regarding her concern with the replacement authorization she was provided for the refrigerator. We would like to note that we are obligated to provide ****************** with a refrigerator with comparable features, such as top freezer, bottom freezer, side by side, ice and water dispenser, wifi, and cubic foot capacity; we do not have to match color or manufacturer. We provided ****************** the information for a comparable GE model priced at $1800. If she selects that model, there is no out of pocket cost. However, she has up to $1800 to select another model sold by Sears. If she selects one that cost more, she will have to pay the difference in price. ****************** can contact me with her selection at ****************************************** With that being said, since we have addressed the issue brought forth in ****************** rebuttal, we have closed our file.

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

Sincerely,

***************************
Regulatory Complaints Specialist
Initial Complaint
Date:11/22/2022
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 sears home warranty for my appliances, I had sears come out to fix my washer and was told that the parts needed to be ordered since August 2022. I reached out to them a few times to check status and was told the parts are no longer available and they will either replace the washer or provide us with money to buy another. I have called multiple times and have spent hours on the phone to resolve the issue and nothing is being done. I don't have a washer, they don't give you a response and i pay monthly for the home warranty.
Business Response
Date: 12/15/2022

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:11/22/2022
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 paid for this protection plan with the understanding that I would get the services I paid for but instead this company has repeatedly lied to me. I have had this repair company out to my home to fix my washing machine seven to eight times and each time the machine continues to have the same issue. This last visit on 11-7-22 the gentleman ordered parts for my washing machine and I was told they would arrive to my home on 11-16-22. The parts never arrived. Today 11-21-22 when I called to tell them that the parts have not yet arrived I was told that the parts are being inspected or under investigation. When I asked for an explanation they could not give me one so I asked is it because the parts are too expensive I was told yes. I have been nothing but patient and nice with this company but now I'm done. I paid for this service and I expect them to uphold to their obligation. I called them back again today and now I'm been told that my parts have been cancelled and to call back in seven days. I am done playing their games as I believe they are trying to run out the protection plan.
Business Response
Date: 12/27/2022
Please see the attached response.

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