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

6,251 total complaints in the last 3 years.
2,145 complaints closed in the last 12 months.

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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:11/17/2022
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 master protection agreement with Sears for my appliances and televisions on October 29, 2021. Today I called in to have a preventive maintenance and I was informed that my television isnt on the preventive the master protection plan and that it was on a repair plan, and that I would have to pay a deposit to have my television looked at I have copies of the Master Protection agreement that states that my ****************** is on the Master Protection agreement and theyre not honoring it and what theyre trying to say is that I change my Master Protection agreement on my television to the repair protection plan and I would not do such a thing if I had a Master Protection plan on all of my appliances, why would I switch my TV over to a repair plan ? Is the master protection agreement that I have attached to this complaint shows the date down at the bottom when I purchased it was October 29, 2021 and they sent the master protection agreement on a separate document for the television.
Business Response
Date: 12/28/2022
Please see the attached response.
Initial Complaint
Date:11/17/2022
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 a manufacturer's warranty of 10 years for a compressor and 5 years on other parts of my Sears Kenmore Elite grab to go side by side refrigerator model # ***.51839.412. Yet I have numerous numbers trying to get a new compressor and they 1) tried to sell me a home warranty program to fix the problem, 2) wouldn't give me the part because they said that their technician had to say that it needed the compressor and yet they want to charge me $139 for a diagnostic fee! and 3) I had paid a repairman already and he said that it needed a compressor. I am without the refrigerator because they will not send the part for my repairman to install. I told them that the warranty written in the booklet states nothing that it had to be a Sears technician. I want the compressor or the refrigerator replaced or if they insist that it has to be their technician then they can send him and waive the fee to diagnose the problem because the contract states nothing that the repairman has to be from Sears. I asked if my repairman could call them and they said no. I spoke to **** and *****.
Business Response
Date: 12/29/2022
December 29, 2022

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

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

We have completed our investigation of **************** complaint regarding her refrigerator.
Our records indicate that the model number for **************** refrigerator is *********** and was purchased September 26, 2018. ******************* Warranty states, For one year from the date of sale this appliance is warranted against defects in material or workmanship when it is correctly installed, operated and maintained according to all supplied instructions. With proof of sale, a defective appliance will receive free repair or replacement at options of seller. For warranty coverage details to obtain free repair or replacement, visit the web page: www.kenmore.com/warranty.
Since **************** refrigerator is no longer in warranty, any service related issues thereafter is strictly the responsibility of the consumer and any current issues would not be covered. Should ************** have any additional questions or concerns, she is welcome to contact me via email 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 Complaints Specialist
Transform SR *********************************

Customer Answer
Date: 01/03/2023

Complaint: 18417942

I am rejecting this response because:I already wrote to *************** and told her my model model is 795.51839.412 and the booklet that came with the refrigerator states the warranty in its entirety and it states the compressor is warrantied for 10 years. This has not expired!!! Their repairman was here and wouldn't do anything because he wanted me to sign a waiver that said that if he broke my waterline, walls, floors he would not not be responsible!!. I never ever had a repairman want me to sign such a waiver. I did not sign and he left. I have been without a refrigerator for months now. Sears is not upholding their warranty. String that I have a different model number than the true one that I wrote here is just trying to get out of standing by their warranty.
This refrigerator was purchased with the warranty that I have. If it is not an Elite then salespeople who sold this unit was misrepresenting the unit and warranty!! This is fraud. and I will see my lawyer if they do not stand behind their warranty.
The warranty is attached and the model number from inside refrigerator is attached.
They should honor the warranty which is attached!!!!
Sincerely,

************************
Customer Answer
Date: 01/06/2023
The warranty is attached
Business Response
Date: 02/02/2023
February 2, 2023

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

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

We have completed our investigation of **************** complaint regarding her refrigerator.
We have reviewed both our response and **************** rebuttal, and we do not find that she has brought any new information to her complaint. According to receipt number ************, **************** refrigerator was purchased on September 26, 2018 and the model number is 79551839410. The Owners Manual clearly states that the refrigerator has a *************** Warranty. The warranty states:

FOR ONE YEAR from the date of sale this appliance is warranted against defects in material or workmanship when it is correctly installed, operated and maintained according to all supplied instructions. WITH PROOF OF SALE, a defective appliance will receive free repair or replacement at option of seller. For warranty coverage details to obtain free repair or replacement, visit the web page: www.kenmore.com/warranty. This warranty applies for only 90 DAYS from the sale date in *****************, and is void in ******, if this appliance is ever used for other than private household purposes.

Since **************** refrigerator is no longer in warranty, any service related issues thereafter is strictly the responsibility of the consumer and any current issues would not be covered. Should ************** have any additional questions or concerns, she is welcome to contact me via email at ************************************************.

We apologize to ************** and appreciate the opportunity to address this matter.

*********************
Regulatory Complaints Specialist
Transform SR *********************************
Customer Answer
Date: 02/03/2023

Complaint: 18417942

I am rejecting this response because: I attached the warranty that came with the refrigerator and it clearly states I have a 5 year and ten year additional warranty.the compressor is covered.they need to send someone here to see the model number and see the warranty that I was given if they disagree with the warranty that I have for my model ,then this is a case of misrepresenting.sears is known for a case of misrepresenting their dishwasher in ****!! So I believe they have misrepresented my warranty for this model.also they have listed a model number in their previous comments that is not the model number of my refrigerator.may I add that at time of original purchase,sears had to take back 2 or 3 other refrigerators because either not working or inferior quality.they obviously gave me a bad refrigerator again since the co.pressor already broke!

Sincerely,

B. *********************
Initial Complaint
Date:11/17/2022
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 refrigerator from Sears in ********* ** in October of 2020 and purchased a three year protection plan. The refrigerator stopped cooling in July and when i called on the protection plan, they told me they didnt have anyone in our area to come and fix it. After months of dealing with these people, who make it so impossible to deal with, they told me I could hire my own repair man. We had a repairman come and replace a mother board. I sent the bill to them and they have denied me reimbursement due to no prior authorization. I have since bought a new refrigerator as it still didnt work. I want them to reimburse me the $266.40 that I paid to the repair man and the $399 I paid for the useless protection plan I paid for and they did not honor.I also want people to know how impossible they made it to deal with them. They had me in tears. And they would try to sell me additional insurance? Why would anyone buy more insurance when they dont honor the plan I already had?
Business Response
Date: 12/21/2022

December 21, 2022

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

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

Dear BBB Customer Relations:

We have completed the investigation of Ms. ******** complaint regarding the problem she encountered when she requested service for her refrigerator through her protection agreement.

Firstly, we apologize for any inconvenience or frustration that ****************** may have experienced. We reviewed the case notes related to the refrigerator. According to our records, ****************** requested service on July 7, 2022, but there were no available technicians. We confirmed that ****************** was offered reimbursement to hire a local technician. On July 19, 2022 ****************** was emailed the authorization for the reimbursement. ****************** called again on August 15, 2022 to inquire about the authorization and she was advised that it was emailed in July. The case notes indicate that the service invoice was received on October 11, 2022. However, the invoice was not paid as it stated balance due, and she was notified to send a copy of the paid invoice. On November 10, 2022 we received a copy of the paid invoice and the reimbursement check was issued. However, on November 22, 2022 ****************** called to report that the last name on the check was incorrect (misspelled). The check cancellation was submitted and the $266.41 reimbursement check was reissued on November 29, 2022.

****************** mentioned on her complaint that she wanted to receive the service reimbursement and a full refund for the protection agreement. We would like to note that a full refund is only issued if the agreement is cancelled within the first 60 days. If the agreement is cancelled after 60 days, the consumer is issued a prorated refund less any paid claims. In Ms. ******** case, the prorated refund would be $111.08, less the $266.41 paid claim, she would not be due a refund. With that being said, since we have addressed the issue brought forth in Ms. ******** 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:11/16/2022
Type:Delivery 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 had Sears Home Services come check my refrigerator to fix it. They stated there was $139 fee and that if we decided to fix it, they would deduct it from the final price. On 11/16/22, technician **************** came to look at the fridge, he said we had to pay $145 for diagnostic and after he looked at it for 5 minutes, he said it would be $700 to fix it. Then he attempted to sell me the Sears monthly insurance for $59 a month and to call back 30 days later and it would get fix for free. He then stated that he would still charge the $145 diagnostic fee. We declined and had to pay him the $145, and soon after he left I received an invoice charging $145 for labor and not a diagnostic fee. I also received an estimate for $345 to fix the problems, stating we had declined it. This of course is not what he had said. I would have fix the refrigerator for $345 and not just give away $155.62 total. The estimate did not even say what had to be replaced or repair. I would like my $155.62 back for this was a well plan scam!!!
Business Response
Date: 12/08/2022
BBB Customer Relations
**********************
330 ****************., Ste. #****
*******, ** 60611

Re: ******** ***********************

Dear BBB Customer Relations,

We have completed the investigation of ************ complaint regarding his resent service experience.

We value ************** patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in Sears. We regret that this incident occurred,but we can assure ************ that his concerns have been forwarded to management for review so future problems of this nature can be averted. We can only reiterate that we do not condone how he was treated and that we truly regret any inconvenience.

We have honored ************** request for a full refund of the service order and this was issued back onto his card ending in ****. We respectfully ask that this matter be closed, since we have refunded ************ and noted his candid feedback.

Again, we apologize to ************ for this issue 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: 12/09/2022

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:11/16/2022
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.
Oct 9 filed a warranty claim of a broken clothes washer under our warranty agreement plan. Paid the $75.00 for repair. They came out for repair and said it needed a part (water pump). The tech ordered the part on Oct 13 and they scheduled for Oct 19 to come back and repair. We have never seen a part, the service time was cancelled. We have personally called in over 12 times asking for an estimated repair date. We have NEVER received a call, email or a follow up of any kind. The warranty says 30 days without a part and they replace the appliance. I am not 39 days without a washer and no correspondence back to my requests, not even once. I struggle to find a supervisor, and, when I did; she was a rude and condesending and certainly acted as if I was asking for something I was not entitled to request. I have paid for this warranty for 25 months, never to abuse the services, and I feel they show respect the customer and care for their claim in a timely manner. I want a working clothes washer. I am beyond disappointed with this service and company.
Business Response
Date: 12/06/2022
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:11/16/2022
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.
Refrigerator purchased 9/15/2018Stopped cooling October 2022Had ******* come out to tell me Sears needs to replace and fix the issue he was a subcontractor and it is not worth it for them to fix it so Sears needs to fix it directly! Its been scheduled 11/15/2022 to come out after waiting 2 weeks to have it fixed and now was just canceled and rescheduled for 12/6/2022! For a family of 9 this is not working for us we have a small refrigerator we are using but this is very inconvenient and we need a resolution! We have a warranty and I dont understand why it is taking this long to get resolved!
Business Response
Date: 12/15/2022
December 15, 2022

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

Re: ***********************
Complaint ID: ********

Dear BBB Customer Relations,

We have not completed the investigations of Mr. ***** 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 Mr. ***** s may have experienced in this matter. The satisfaction of our members and customers is our top priority. We value Mr. ***** as a loyal customer and we regret the delay in resolving this issue. For clarifications any service oriented industry, there is always a possibility that an appointment might need to be rescheduled. While there are various factors that can cause this to happen, the technician needed to spend longer time at one stop. Our technicians makes an effort to complete their assigned routes, but unfortunately there are times when it may not be possible. We apologize to ************ if he was not notified within the reasonable time. Our record shows the repair is schedule for December 22nd which we will be monitoring. If the service technician determined the refrigerator can no longer be repaired we will then approved for a replacement but no a refund. Per he terms and condition of the agreement refund is not an option. Since, the repair is set up we ask to have this matter close.

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:11/16/2022
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 had been waiting since August to have my washer repaired. Was told by Sears the machine could not be repaired it needed to be replaced. I was given a specific model that was being sent. I took a day off from work on the day the machine was supposed to be delivered only to find out the machine was not ordered. After hours on the phone I finally got through to customer service. I requested a check to cover the cost of the new machine but I was told no. The machine was ordered again. I have the new machine 2 weeks and it started to sound like a train. After being on the phone again for hours they said they would again replace the machine but this machine would have to be picked up before the new one could be ordered leaving me without a machine again. They said I could rent a machine and be reimbursed once the new machine was ordered and delivered. I again told them, to make it easy, they could just send me a check for the cost of the machine plus the cost of the base which I had to pay extra for even though the base came with the original machine. The answer was no. The resolution I am seeking is reimbursement for the cost of the machine and base so that can go an buy a machine elsewhere.
Business Response
Date: 12/09/2022
December 9, 2022

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

Re: ***********************
Complaint ID: ********

Dear BBB Customer Relations,

We have completed the investigations of Ms. ****** complaint and her dissatisfaction that the washer was not repaired in a timely manner. It has been approved for replacement.

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 ************** as a loyal customer and we regret the delay in resolving this issue. When we received the complaint, we discovered the washer has been approved for a replacement under the agreement for $855.00. She chose a replacement model and has been processed. Its scheduled to be delivered on December 29th. Since, it was our understanding the replacement washer 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: ******************************************************************************
Initial Complaint
Date:11/16/2022
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.
We purchases a service agreement on a product. It is expiring within the next 60 days. I have placed a request for service on this product at the beginning of November for service on the product and was scheduled for the 7th for a technician. No one showed up that day. I called back in to reschedule and no one has called me back to reschedule my appointment. I have not been able to use my stove in almost 2 month because the first service repair done in october failed to resolve my issue. I would like for someone to fix my stove before the service agreement runs out.
Business Response
Date: 12/07/2022
December 7,2022

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

Re: ***************************
      File Number 18412302

Dear BBB Customer Relations:

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

We have completed our investigation of Mr. ******** complaint regarding the problems he encountered with the ** range.

Upon receiving Mr. ******** complaint,we contacted the local service unit for assistance. Our records indicate that the part needed to complete the repair on the range has shipped from the manufacturer ** via *** tracking# 1Z63EW101251956024 with an estimated delivery date of December 8, 2022. The technician dispatched to the home on December 2, 2022, rescheduled the return appointment for December 12,2022, to complete the repair on the range.

We apologize for any problems or frustrations that ***************** may have experienced. We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints.

Sincerely,

***************************
Regulatory Complaints Specialist
******************************************************
Initial Complaint
Date:11/16/2022
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.
In August of 2020 I purchased a three year protection agreement on a stationary bike I purchased from Sears. The protection agreement includes in-home annual maintenance service. When I called for this year's check-up in September I was told Sears no longer services my bike but I would be called within 2 days with an appointment. Three days later when I had not heard I called again and was told that I would receive a call to set up an appointment in 3 or 4 days. I have not heard from Sears since. A letter to Cancellation Services (address included in the agreement) was returned - PO box no longer in use, letter can't be forwarded.There is no information on Sears' website about contacting them to cancel a protection plan with a refund as guaranteed in the agreement.My agreement # is ***************. I paid $194.94 and would like 1/3 ($65) back since Sears failed to honor this agreement for at least 1/3 of its duration.
Business Response
Date: 12/22/2022

December 22, 2022

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

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

Dear BBB Customer Relations:

We have not completed the investigation of Ms. ******** complaint regarding the problem she encountered when she requested an annual maintenance check for her stationary bike through her protection agreement.

We apologize for the delay in responding to this complaint. We contacted ****************** and she confirmed that she would still like to have the annual check completed on the bike. We have forwarded this matter to our service management team for review. We are currently awaiting their response. We are committed to providing a fair and equitable resolution and ask that ****************** allow us five business days to complete the investigation. In the interim, should ****************** have any questions, she may contact me via email or directly at **************.

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: 12/30/2022

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:11/15/2022
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.
I have a Sears Master Protection agreement and called to have my ****************** repaired. I called to schedule a service and on 9/15/22 the technician came out and deemed my tv unrepairable. He submitted all needed paperwork to Sears to start the reimbursement/replacement process. It is now 11/15/22 and I still have not received any type of replacement or reimbursement. Initially, when I would call they stated that they did not recieve the technians paper work and then that they needed the serial and model number of the television. I supplied them with all the information that was needed. I called almost weekly to the Protection ************** asked for a supervisor to call me back (which they never did) each time I spoke with someone they stated that they would escalate my case to the ************* by email. I would then call the ************* (each call took a minimum of 1 hour waiting time) and then whoever I spoke with would send an email to their manager. To date no one has called me back and from what I understand it is now up to the Protection ************** to either reimburse me or replace my TV. I spent countless hours on the phone on hold, been sent to different departments or just been told that they will email a supervisor. 2 months of frustration and I'm still not close to a reimbursement or replacement. Any help you can provide would be greatly appreciated.*************************
Business Response
Date: 12/28/2022
Please see the attached response.
Customer Answer
Date: 12/30/2022

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. I finally received the check after 3 months of the worst customer service I've ever experienced.

Sincerely,

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

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