Complaints

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

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• 

  Transformco

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

  
• 

  Transformco

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

  
• 

  Transformco

  500 W Chrysler Dr (BOONE) Belvidere, IL 61008

  
• 

  Transformco

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

  
• 

  Transformco

  8980 Waltham Woods Rd (BALTIMORE) Parkville, MD 21234

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/22/2022

  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.

  Hi, I bought a refrigerator in 7/2021 that was delivered a couple of months later that was not working. I reported it to SEARS within the allowed time to get a replacement/refund. SEARS has been unable to comply with that. I have been calling since 2021 to SEARS to get this fixed and have not had luck. Just this morning I spent 4 hours on the phone trying to get a rep on the phone with the final response that they continue to be unable to do anything. I am desperate at this point to get this fixed asap. I need a full refund as I am disappointed with SEARS and their lack of service and accountability for their products. I am requesting that SEARS does a full refund and for them to pick up up their refrigerator asap and requesting that BBB supports with this request as I have not been able to get help from SEARS and their customer representatives. I am single mother trying to provide to my children and this awful experience has affected my family and I. Thank you for your consideration. Sales Check Number ************

  

  Business Response

  Date: 12/20/2022

  December 20, 2022
  
  
  BBB Customer Relations
  **********************
  330 ****************., Ste. #****
  *******, **  60611
  
  
  Re: *****************************
  Complaint ID: ********
  
  
  Dear BBB Customer Relations,
  
  
  We have completed the investigations of ******************** complaint.
  
  First, we would like to apologize for any inconveniences or frustration ******************** may have experienced in this matter. The satisfaction of our members and customers is our top priority. We value ****************** as a loyal customer and we regret the delay in resolving this issue. For clarifications, she also filed a BBB complaint back in September 21, 2021 regarding the refrigerator under the claim number 15879892.On July 15, 2022 she was approved for a product return unfortunately, the picked up was never materialized and the refrigerator was not picked up. ***************** stated in her new complaint that the refrigerator was never work since she got it, but we do not have any record of her calling and set up a repair visit. Its stated in the receipt that she has 30 days to return the refrigerator for a credit and after 30 days the only option is repair. If the refrigerator will determined and verified by a service technician that it can no longer be repair at that time we will review what other options we have but it will not going to  a refund. As we have communicated to her via email refund is not an option and we need to have a service technician to come out and ***** the problem. Should, she has any question or concerns she can contact me directly via email.
  
  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. 
  
  
  
  
  Sincerely,
  ***********************
  Regulatory Complaints Specialist
  Email: ***************************************************

  Customer Answer

  Date: 12/22/2022

   
  Complaint: 18450929
  
  I am rejecting this response because: I am requesting a full refund for SEARS. 

  I made the purchase in 6/2021 (PLEASE ATTACHMENT) I MADE THE PAYMENT IN FULL

  UNFORTUNATELY the refrigerator was delivered until months later. 

  SEARS agreement states that I get a full refund if I made the call within 3 days of delivery WHICH I DID. (SEE ATTACHMENT). 

  Since the delivery of the refrigerator I called customer service every day for months to though a representative and no one was ever to help me. 
  I consistently asked to speak to a supervisor and was always transferred to another department and so forth. 

  I have never asked for a technician to come to my house because of SEARS agreement that if it is reported within the 3 days I am able to get a refund. 

  I have had an awful experience contacting SEARS, I've left messages, emails at "corporate offices" and have not had luck. 

  Now the lack of customer ******************** continues to come from sears when I continuously ask to speak to upper management since all of the representatives I have spoken are unable to view my records as none are able to see (as they tell me) the times I have called and the times I have asked to open a claim with SEARS.

  at this point I am requesting that my money be returned to me asap and that SEARS comes and picks up their refrigerator on a saturday as it is the day I do not work. 

  I will never do business with SEARS.

  I have spend months, hours on the phone with representatives taking away time from my life, work, and family. 

   

   

   

   

   

   

  
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 01/10/2023

  January 10, 2023
  
  
  BBB Customer Relations
  **********************
  330 ****************., Ste. #****
  *******, **  60611
  
  
  Re: *****************************
  Complaint ID: ********
  
  
  Dear BBB Customer Relations,
  
  We have completed the investigations of ******************** rebuttal to our response and her dissatisfaction that her request for credit was denied.
  
  We received ******************** rebuttal to our response regarding the refrigerator that was purchased on June 2021 and it was received a month later. While we understand her frustration as we have communicated to her repeatedly via email that her request for a refund was denied. She continuously stated that the refrigerator is not working as it should be but refuse to have a service technician to come and verify the issue. We also stated in our correspondence that credit is not an option due to the returned period was over 30 days and the only option is repair. 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. We respectfully ask to have this matter closed at this time.
  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. 
  
  
  
  
  
  Sincerely,
  
  ***********************
  Regulatory Complaints Specialist
  Email: ******************************************************************************

  Customer Answer

  Date: 01/13/2023

   
  Complaint: 18450929
  
  I am rejecting this response because:

  There continues to be  lack of compliance from SEARS.

  I reported that the refrigerator was not working and wanted a refund which I am entitled to within the 3 days that SEARS required. 

  More than the 30 days have transcribed because SEARS has not responded appropriately to their own rules/regulations. 

  SEARS continues to deny that I did not reported within the 3 days of delivery and they are FORCING ME AGAINST MY WILL TO KEEP an item that is not working and that I have nto been satisfied since the day of delivery.

  I am requesting that you pick up your refrigerator SEARS and that a receive a full refund at this time. I do not trust SEARS since even getting to a representative on the phone is almost impossible. 

   

  
  
  Sincerely,
  
  *****************************

• 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.

  Ive been trying to get my refrigerator repaired since July of 2022. The technician came out 3x and cancelled the last time and still no refrigerator. Been using ice cooler for my food and I call Sears at least twice a week and get nowhere. They allowed my warranty to cancel but stated Ill still be covered since I filed my claim before it expired. Im getting nowhere with assistance and spending hours on the phone every day

  

  Business Response

  Date: 12/22/2022

  December 22, 2022
  
  
  BBB Customer Relations
  **********************
  330 ****************., Ste. #****
  *******, **  60611
  
  
  Re: ***************************
  Complaint ID: ********
  
  
  Dear BBB Customer Relations,
  
  We have completed the investigations of Mr. ********* complaint.
  
  First, we would like to apologize for any inconveniences or frustration Mr. ********* may have experienced in this matter. The satisfaction of our members and customers is our top priority.We value ******************** as a loyal customer and we regret the delay in resolving this issue. We would like to clarify that we are not the obligor of the warranty on his refrigerator. We are just the repair provider that American Home Shield (AHS) contracted to provide repairs to Mr. ********* refrigerator 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 her warranty which in this case is American Home Shield (AHS).
  
  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. 
  
  
  
  
  
  Sincerely,
  
  ***********************
  Regulatory Complaints Specialist
  Email: ******************************************************************************

  Customer Answer

  Date: 12/23/2022

   
  Complaint: 18447755
  
  I am rejecting this response because my unit was under warranty with Sears and Sears failed to fix the unit in a timely manner and allowed their warranty to expire then told me Warranty Expired. When the unit should have been covered due to the fact that they repaired it under warranty.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 01/10/2023

  January 10, 2023
  
  
  BBB Customer Relations
  **********************
  330 ****************., Ste. #****
  *******, **  60611
  
  
  Re: ***************************
  Complaint ID: ********
  
  
  Dear BBB Customer Relations,
  
  We have completed the investigations of Mr. ********* rebuttal to our response.
  
  We received Mr. ********* rebuttal to our response regarding refrigerator that was deemed not repairable and it was covered under the ******************************* While we understand his frustration,we once again yield and direct him to the obligor of his warranty. As we stated in our previous response since his warranty is under AHS any questions or requests regarding the warranty coverage, including requests for a replacement,would need to be directed to the obligor of his warranty which in this case is American Home Shield (AHS). 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.We respectfully ask to have this matter closed at this time.
  
  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. 
  
  
  
  
  
  Sincerely,
  
  ***********************
  Regulatory Complaints Specialist
  Email: ******************************************************************************

• Initial Complaint

  Date:11/21/2022

  Type:Order 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.

  Start of transaction 6.28.2022, this company is part of a contracting service with Choice Warranty. Upon scheduling an appointment for service, this company has NO-Showed to four appointments causing me or my spouse to loose time off from work. When scheduling their service contact time, they would schedule a date and choose a time from **** pm EST , 12pm to 5pm EST, or 8 - 5 pm EST. This would cause myself or my spouse to take time off from work, however, on their scheduled visit dates, 8.28.2022, 9.20.2022, and *****. 2022, and now 11.18.2022, Sears failed to call to state they were not able to service, thus causing a loss in personal wages. There is a payment of $75.00 for a service call. We've lost more than $75.00 in personal wages waiting around for these appointments.

  

  Business Response

  Date: 12/14/2022

   
  December 14, 2022
  
  Customer Relations
  ******* **********************
  330 ****************, Suite #****
  *******, ******** 60611
  
  Re: *********************************
         File Number 18448831
  
  Dear BBB Customer Relations:
  
  Before going further, we do want to note that due to the ongoing COVID-19 pandemic, we are experiencing longer than normal response times to work with a representative. We have been impacted by the global supply chain shortage which has caused delays in processing concessions and benefits.The pandemic has also impacted repair services, availability of parts, and delivery of replacement products. We apologize for any delays and inconveniences resulting from this pandemic. We are doing our very best to provide the services as safely and quickly as possible including our responses to complaints such as those filed with the BBB. We appreciate everyones patience.
  
  With that said, we have completed our investigation of Ms. *********** complaint regarding the repairs she requires for her Frigidaire branded refrigerator.  
  
  We would like to clarify that we are not the obligor of Ms.*********** ******** on her refrigerator. We are just the repair provider that Choice Home Warranty (CHW) contracted to provide repairs to Ms. *********** refrigerator so they could fulfill their ******** obligations. Any questions or requests regarding the ******** coverage,including requests for a different service provider, a replacement or even a refund, would need to be directed to the obligor of their ******** which in this case is Choice Home Warranty (CHW).  
  
  Upon receiving her complaint, we contacted the local service unit for assistance.  Our records indicates that the technician currently scheduled to go to the home on December 23, 2022.  However, we do not compensate for lost time/wages we have made an exception and refunded the $75 deductible paid to Sears on November 1,2022.  ************************ can expect to receive a back check in the amount of $75 within **** business days.
  
  We apologize for any problems or frustrations that ************************ may have experienced and we appreciate the opportunity to address this issue. 
  
  Sincerely,
  
  ***************************
  Regulatory Complaints Specialist
  ******************************************************

• Initial Complaint

  Date:11/21/2022

  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.

  I purchased an upright freezer from Sears.com for $1,183.59 on 9/22/2022. The freezer was to be available for pickup on October 14, 2022. I called Sears on October 18, 2022 asking if the freezer was available and was told it was backordered to March of 2023 and I needed to cancel the order. I cancelled the order and was told my money would be refunded back to my credit card within **** business days, or by October 31, 2022. I emailed 4 times and called 5 times and still have not gotten my money back. The last email was from '******' at Sears Member Services letting me know they were researching and would reply back in 72 hours, the email was dated November 10, 2022 and it is now November 21, 2022. I responded back asking if I needed to persue this outside of their company and/or if they had finished 'researching' would they please respond and refund my money. I have not heard back from the company and I just checked my account today, 11/21/22, ad the funds have not been returned to my credit card account. Please help.

  

  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.
  
  It is unfortunate that we failed ******************** expectations and we can understand her frustration with the series of events noted in her complaint. We can assure that their concerns have been forwarded to management for review. After researching this order, we confirmed that the local Home Town Store issued a refund on November 21, 2022. For ******************** records the return receipt number is ************. The credit of $1183.59 went back to the **** account ending in ****. In the interim, since a refund has been provided, we have closed our file.
  
  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
  TransformCo

  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:11/21/2022

  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.

  my refrigerator broke in May of 2022. ****************** (Sears) has been at my house 10 different times to either diagnose or install ordered parts. My refrigerator is still not working. They said they need to come back to diagnose refridgerator again.

  

  Business Response

  Date: 12/07/2022

  December 7, 2022
  
  
  BBB Customer Relations
  **********************
  330 ****************., Ste. #****
  *******, **  60611
  
  
  Re: *********************
  Complaint ID: ********
  
  
  Dear BBB Customer Relations,
  
  We have completed the investigations of ********* complaint and his dissatisfaction that the refrigerator was not repaired in a timely manner.  
  
  First, we would like to apologize for any inconveniences or frustration ********* may have experienced in this matter. The satisfaction of our members and customers is our top priority. We value ************ as a loyal customer and we regret the delay in resolving this issue.  Our record shows the repair for the refrigerator was completed on December 6th, the service technician noted REPLACED 3 WAY VALVE AND DRYER. VACUUM AND RECHARGED and close the call. Please note the refrigerator is working as it should be at this time as such a replacement is not an option and a 5-year warranty is denied.  

  
  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. 
  
  
  
  
  Sincerely,
  ***********************
  Regulatory Complaints Specialist
  Email: ******************************************************************************

• Initial Complaint

  Date:11/21/2022

  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.

  Bought warranty from Sears for a washer and having problems with it. I have been contacting Sears since the beginning of 2022 for a technician to come to repair the washer to no avail. I am contacting the Better Business Bureau to seek help in getting this matter resolved.Please contact me so that we may get this matter resolved expeditiously.Thank you. *******************

  

  Business Response

  Date: 12/14/2022

  December 14, 2022
  
  
  Customer Relations
  ******* **********************
  330 ****************, Suite #****
  *******,******** 60611
  
  Re:  *******************
        File Number 18446288
  
  Dear BBB Customer Relations:
  
  Before going further, we do want to note that due to the ongoing COVID-19 pandemic, we are experiencing longer than normal response times to work with a representative.We have been impacted by the global supply chain shortage which has caused delays in processing concessions and benefits. The pandemic has also impacted repair services, availability of parts, and delivery of replacement products.We apologize for any delays and inconveniences resulting from this pandemic. We are doing our very best to provide the services as safely and quickly as possible including our responses to complaints such as those filed with the BBB. We appreciate everyones patience.
  
  
  We have completed the investigation of Ms. ****** complaint regarding the problems she encountered with the ******* washer.
  
  Upon receiving her complaint, we made contact with the local service unit for assistance.   Our records indicate that **************** was authorized to receive a replacement washer valued at $749.00, and this is in accordance with the terms of her warranty,the Master Protection Agreement (MPA).  Per receipt number ************, arrangements were made to have the washer delivered to Ms. ****** home on February 25, 2023.   Accordingly,we have closed our file.  
  
  We apologize to ************** for any inconvenience she experienced. We appreciate the opportunity to address this matter. 
  
  Sincerely,
  
  ***************************
  Regulatory Complaints Specialist
  ******************************************************
  

• Initial Complaint

  Date:11/21/2022

  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.

  Follow up to Complaint# ******** My original complaint had to do with Sears warranty after months of trying to get my refrigerator fixed and replaced under MPA, they finally approved the replacement. I returned my rental fridge the day before my replacement and then I received my replacement but it was DAMAGED! The water and ice feature didn't work and it was bent. I called within the time to get it picked up then called literally the next day to place a new order for a second replacement on 11/10 and then I called again on 11/11 to confirm the replacement and they said yes everything looks good and you should get it delivered before Thanksgiving, the 22nd. Today 11/21 I called to confirm delivery and they told me no one placed an order and there are no notes about it!! So now my family of 7 has been living out of a mini fridge for 11 days and will still have to live out of a mini fridge until Dec 21st! They said I don't qualify for a rental being that my product is not getting fixed. Can I please get my Warranty reimbursed ($1024) along with the value of my original fridge ($2477). I am in tears because it has been 4+ months of dealing with Sears and trying to get a hold of the right people. Please help!

  

  Business Response

  Date: 12/09/2022

  December 9, 2022
  
  
  BBB Customer Relations
  **********************
  330 ****************., Ste. #****
  *******, **  60611
  
  
  Re: Karina ******************** ID: ********
  
  
  Dear BBB Customer Relations,
  
  We have completed the investigations of Ms. ******** complaint and her dissatisfaction that the refrigerator was not repaired in a timely manner.  It has been approved for replacement under the agreement.
  
  First, we would like to apologize for any inconveniences or frustration Ms. ******** may have experienced in this matter. The satisfaction of our members and customers is our top priority. We value Ms. ******* as a loyal customer and we regret the delay in resolving this issue. When we received the complaint, we discovered the refrigerator has been approved for a replacement under the agreement for $ *******. She chose a replacement model and has been processed. Its scheduled to be delivered on December 21st.Since, it was our understanding the replacement refrigerator resolved her complaint we have closed our file.
  
  Again, we apologize for any problems or frustrations that Ms. ******* 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. 
  
  
  
  
  Sincerely,
  ***********************
  Regulatory Complaints Specialist
  Email: ******************************************************************************

• Initial Complaint

  Date:11/21/2022

  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 purchased a over-the-stove microwave and when I purchased this unit as always I also purchased insurance so that if anything goes wrong Sears will fix it or replace it, I have this extended warranty on All of my Sears products, so a couple of months ago my microwave stop working , Sears has sent a host of repair guys to try to fix this unit, Mr. **** has been here several times and told me that this unit CAN NOT be repaired it must be replaced and Sears once again are dragging there feet. It has been months since this unit worked and I'm getting the run around about this unit being replaced IVE PAID MY INSURANCE ON THIS UNIT and excuses are giving to me each and every time I call customer service about this issue, it's also costing me more money because every time that I need to heat up some things I have to turn on my oven to reheat my food now think about the additional cost of the money alone that I'm spending on gas. I'm 87 years old and SHOULD NOT be put in such a horrible situation, Sears did realize that they DIDN'T treat me in the manner that I should have been treated because they sent to me a Fifty dollar check in the mail because they took so long to get back with me but here I go again it's been a while and every time I call back to Sears a different reason is given to me such as" I'm going to send an email so that this claim to start I'm going to forward your complaint to a supervisor ************** " but again it goes in death ear. Please help me again, in my opinion, the top of the line tech Mr. **** has stated twice that this unit is done.

  

  Business Response

  Date: 12/19/2022

  December 19, 2022
  
  
  BBB Customer Relations
  **********************
  330 ****************., Ste. #****
  *******, **  60611
  
  
  Re: *********************
  Complaint ID: ********
  
  
  Dear BBB Customer Relations,
  
  
  We have not completed the investigations of **************** complaint and her dissatisfaction that the over the range micro wave was not repaired in a timely manner.
  
  First, we would like to apologize for any inconveniences or frustration **************** may have experienced in this matter. The satisfaction of our members and customers is our top priority. We value ************** as a loyal customer and we regret the delay in resolving this issue. The microwave had multiple repair visits with parts replaced and the service technician recommend it for replacement. Unfortunately,it was never put in to replacement as such it was never progressed. We completed the replacement authorization in the amount of $279.00. She was provided with the authorized amount and with replacement information. Since, we authorized the microwave for a replacement under the agreement 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. 
  
  
  
  
  Sincerely,
  ***********************
  Regulatory Complaints Specialist
  Email: ******************************************************************************
  

• Initial Complaint

  Date:11/20/2022

  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.

  Purchased Fridge from Sears w/protection agreement. A&E factory service handles repairs. June 2022-annual check-up tech advises that fridge temperature not within the safety guidelines for storing food. 4 Parts ordered. tech visit 6/29-Tech said only one part needed, installed it and returned others. ****** still not maintaining safe temp,41- 46 degrees depending on the moment.Tech visit 7/5-tech said cold enough, does nothing but While parked in front of house temp drops again to unsafe degree.7/20-tech ordered 2 more parts. 8 /8-tech installed 2 parts. ****** fails to get cold enough and maintain temp. Made appt over phone for 8/10- no show and somehow appt didn't exist. 8/18-tech calls after my window of 1-5pm to say he isn't coming he got rear-ended. 9/13-tech orders 5 parts. 10/6-tech installed 5 new parts. Took over a week for fridge to get cold but keeps dropping to unsafe temperature. took 3 weeks to be cold enough to make ice. 10/29-same tech as 8/18 calls to give the "i was rear-ended story" again. I called him out. He was told by his supervisor to tell customer whatever he needed to get out of appointment. Tech said he can't fix my fridge today but came and ordered 2 more parts. 11/17 appt. -Home waiting and get text message saying i missed them and to call number on voicemail.No voicemail received, no call, no knock at my door. Phone and ring doorbell show nothing. I made 5 calls to sears and was told I would get a call back within hour, but nothing and no show. Next appt is 12/16- which is 6 months of no fridge. Now I have been targeted for fraud, got a call from someone claiming to be corporate who said I would get a replacement because the repairs haven't worked. had me go to lowes to order a fridge and tried to get me to buy store gift cards for the "deposit". Is someone from sears protection working with this person? why would I get that random call with a solution to my problem that ends up being fraud. I don't find that to be a coincidence.

  

  Business Response

  Date: 12/19/2022

  December 19, 2022
  
  
  BBB Customer Relations
  **********************
  330 ****************., Ste. #****
  *******, **  60611
  
  
  Re: ***************************
  Complaint ID: ********
  
  
  Dear BBB Customer Relations,
  
  
  We have not completed the investigations of ******************** complaint and her dissatisfaction that the refrigerator was not repaired in a timely manner.
  
  First, we would like to apologize for any inconveniences or frustration ********************   may have experienced in this matter. The satisfaction of our members and customers is our top priority. We value ******************** as a loyal customer and we regret the delay in resolving this issue. When we received the complaint, we discovered the refrigerator had multiple repair visits with parts replaced. The refrigerator has been approved for replace under the agreement for $2200.00.******************** chose a replacement model and has been processed. Its scheduled to be delivered on January 9, 2023. Since, it was our understanding the replacement refrigerator resolved her complaint 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. 
  
  
  
  
  Sincerely,
  ***********************
  Regulatory Complaints Specialist
  Email: ******************************************************************************

  Customer Answer

  Date: 12/21/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and if/when my replacement refrigerator is delivered I will find that this resolution is satisfactory to me.   However, I still have not received my replacement .  This week alone I had my delivery date has been postponed twice.  It will now allegedly be delivered on January 19th.
  
  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/19/2022

  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.

  **************** ********************** Home Warranty Re: ***************************** Plan # ******** Confirmation # SCCQA31E3A9B-1 On 9/20/22 after having to pay a large repair bill ***** $350) on my Bosch dishwasher the service technician from A & E sold me a Sears Home Warranty telling me that it would cover the following items:Refrigerator with Built in Ice Dispenser Dishwasher (Built In)Microwave Oven (Built in)Range/Oven/Cooktop Range Exhaust Unit Trash Compactor (Build in)Washer Dryer If I had a problem, I would have to pay the service call of $100.00 at the most, but after that the warranty would pay parts and labor to fix the appliance or replace it. If a service call was required, it would be responded to in ***** hours normally. On 10/24/22 my Maytag washing machine started making a loud noise, so I requested service via the phone number on my Plan Card. On the morning of 10/25/22 I received an email showing I had Accepted Sears Service Estimate of $70.36. However, I was charge $100.00. ************************** Tech ID # ******* showed up the morning of 10/25/22 around 9:00 AM and after he did some test on the machine and called his supervisor and they discussed it and determined the parts to repair it were not available and that it would need to be replaced. *********** told us (my husband and I) that we should hear from the warranty service within ***** hours as to what they were going to do. He uploaded all the information while he was still standing in my house to start the replacement process. I created an account on the night of 10/27/22 to following the status of my repair. When I logged in to the site it shows that my repair request was complete. On 10/28/22 I called the home warranty telephone number and asked the status. I was told that I should certainly hear something by Monday, October 31, 2022. The afternoon around 5 PM I called the home warranty phone number again and talked with ******, who assured me everything had been done and that I get an email within the next ***** hours telling me what kind of washer I could get or the amount of money that Sears would give me for a replacement. I am sure that you can check your recorded lines for these callsalthough half the time I either cannot hear the **************** Rep (***), or I cannot understand them as they have such heavy accents. I was patience until Friday, 11-4-22 and received no information or email acknowledging that Sears was even working on the problem. I called again and I was very upset because the *** was rude and just keep telling me to be patient. I ask to be connected to a supervisor and was put on hold (this call took over 1 hours). Someone named **** called me back and said that he was the supervisor and that they we are escalating my problem and it was being held up because the A & E Tech had not turned in the diagnostic report, which is a lie in my view, since he submitted on his phone from my house. **** said I would positively receive and answer by Nov. 7, 2022. I did not! I called on 11/722 and was first transferred many times, which this also happened on many of my callsso I do not have all the names of the people I talked to, but this one was different in that he gave me another number to call *************, which is a hotline for organ replacements. They person there told me that they received many calls for Sears Home Warranty problems. This says to me that you do not carry about your customer, you do not train your people and you intentional misdirect them to get them off the phone. Called back and insisted to talk to a supervisor and after becoming very upset was finally transferred to *********************, at least that is the name they gave me. He assured me again that the holdup was with A & E and the diagnostic report. This was another 1 hour or more call. He said that on 11/4/22 Sears had ordered the diagnostic report but didnt have so he would request that they send it to my email at the same time and I should have it no later that 11/10/22. I still do not have it. I called again 11/18/22 and your *** very rude and told me there was nothing else they could do for me. He told me the same lies as the preceding ***s I have talked with. When I ask for a supervisor, he said they could not do anymore than what he had done and hung up on me. His name according to what he told me was *****. I had always loved Sears and have done business with them for many years and trusted the warranty service would be a good. I now think that I have been cheated, lied to and stolen from. I paid a large amount of money for a warranty and an additional $100 for a service call that shows it should only be $70.56 for nothing. The warranty isnt worth the paper it is written on apparently and if I cancel, I must pay a penalty. Your FB blog is full of complaints like this, and I am probably wasting my time writing you, but I am going to post this on FB, send a copy to the BBB, that Attorney General of TX, and every ************************* I can findhopefully to keep you from doing something like this to anyone else. Due to the inconvenience, personal stress and loss of time and money dealing with this and the fact that I had to go out on my own and buy another washer losing more time from work and more stress I am not sure what fair compensation for this is. I know it needs to cover the full cost of the new washer, delivery, installation and haul off the old one, not sure it should cover something for my loss of time from my work.

  

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