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.
2,146 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:11/15/2022
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.
sears appliance repair technician came to repair microwave which did not fix. two other appointment were made no one showed up. i paid a $ 75 fee for services not provided. i am a working person who can't miss a day of work and no one from sears repair shows up or call. i think sears repair service should refund $75 fee or replace my microwave thank you ****************** **********
Business Response
Date: 12/08/2022

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 Cinch Home Services. When the *** number is called, it is their customer service that is dispatching service and they make any decisions regarding replacement of product and the application of any terms and conditions of the contract, including whether something is covered or not.There are times that Sears might be the service provider used if we have technicians available in the area and provide the service needed, and other times that other service providers might be contracted by Cinch.

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

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

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

Sincerely,

*******************************
Regulatory Complaint Specialist
**********************************************************
Customer Answer
Date: 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:11/15/2022
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.
In February, 2021, I contacted Sears ************ regarding my non-functioning microwave, which was covered under a Master Warranty Contract that I've maintained with Sears for many years. A serviceman was sent to check the microwave. During the visit, he directed all of his questions and responses to my son, who was visiting me, rather than to me and I was present. He told my son that the microwave could not be fixed, it needed to be replaced, and he left. After not not hearing anything further from Sears, I contacted them and was told that the serviceman had not filed a report that the microwave needed to be replaced. He came back out, looked at the microwave, and left. I again had to call Sears to find out that this time the form was filed, but they didn't follow up on the replacement. It is now May, 2022. I picked out a replacement microwave and contacted Sears with the information on the model. On May 16, 2022 the order was processed, Salescheck Number: ************, with a delivery date of June 8, 2022. The installer contacted me asked to reschedule to Jun. 17, I agreed. I've never heard from him since. I've contacted Sears twice since then and was told that the microwave was sitting in the warehouse waiting for the installer to pick it up. Both times I was promised that the warehouse manager would contact the installer to get an explanation as to why the microwave has not been picked up and installed yet; and he would respond to me within 48 hours. I've never heard from that manager or any other Sears representative. My last call to them was in October.
Business Response
Date: 01/16/2023

January 16, 2023

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

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

Dear BBB Customer Relations:

We have completed the investigation of Ms. ********* ********* regarding the delay in receiving her purchase agreement replacement.

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

At this time, we have reached out to the manufacture to request the shipping for Ms. ********* order. Once we receive a response, we will reach out to ******************** and provide her the next available delivery date. Based off the aforementioned, we have closed our files pending the response from the manufacture.

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

Sincerely,

Regulatory Specialist,Regulatory Complaints
Transformco LLC
imx integrated member experience

Customer Answer
Date: 01/17/2023

Complaint: 18408291

I am rejecting this response because:
I have been dealing with the replacement of my microwave since February 2022. For approximately 30 years, I have paid for a service contact through Sears, which included the microwave. Until Transformco has purchased Sears, there has never been any problems with receiving prompt, efficient service on any of my appliances. This is the first time that this excuse has been offered by Transformco. For over 6 months now I've been told that the microwave was sitting in their warehouse awaiting the installer, A Plus Installation to pick it up, deliver, and install it. Either they've been lying since February 2022, or they're lying now. I was contacted and made arrangements to accept delivery and installation of the microwave on Jan. 17, 2023. Then I received a call stating that they could not keep the appointment and rescheduled to Jan. 20. On Saturday Jan. 14, I received a message on my voicemail asking if it was okay to reschedule again. No, it is not okay! My daughter called them this afternoon, Jan. 17th to find out what is going on and was given the excuse that they did not have the microwave but they should receive it by Jan. 18th. I even am suspicious of the fact that my daughter called them this afternoon and I later received an email from BBB. I have no confidence that Transformco will keep any assurances that they make.

Sincerely,

***************************
Business Response
Date: 02/08/2023

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

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

Dear BBB Customer Relations:

We have completed the investigation of ****************** complaint regarding the delay in receiving her purchase agreement replacement.

After reviewing Ms. ********** response, we contacted customer service and requested a cash buyout on her behalf. We ask Ms. ********* to allow ***** business hours to receive communication regarding her buyout via email. Based off the aforementioned, we have closed our files.

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

Sincerely,

Regulatory Specialist,Regulatory Complaints
Transformco LLC
imx integrated member experience

Customer Answer
Date: 02/15/2023

Complaint: 18408291

I am rejecting this response because:
I have no faith in any promises made by ****'s/Transformco. I never requested any buyout. Unless the offer, which has not yet been made clear to me, is sufficient to purchase and install a new over the stove microwave oven comparable to the oven I was promised, I'm not interested. The only thing that I want is my microwave replacement as per my Master Maintenance Contract.

Sincerely,

***************************
Customer Answer
Date: 02/23/2023

Complaint: 18408291

I am rejecting this response because:

I am protesting the closure of the above referenced complaint by BBB based on my dissatisfaction with the companies offer. As I stated in my reply to their statement of offering me a buyout within ***** hours, they never offered any buyout at all!! What they did was delete my claim form their system!! I found this out when I called their customer service and was told that there was no claim with my number!

Business Response
Date: 03/15/2023
March 15, 2023

Customer Relations
**********************
*************************************
*******, ** 60611

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

Dear BBB Customer Relations:

We have completed the investigation of Ms. ********** rebuttal to the response we previously sent.

After reviewing Ms.********** ********* we would like to clarify that in addition to a buyout offer that was mailed out via ***** an email was sent to her and our office was copied on the email. The email we have on file is ********************. We ask ********************* to check her spam and junk email. If she did not receive the correspondence, she needs to contact **************. At this time, we have closed our files.

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

Sincerely,

Regulatory Specialist,Regulatory Complaints
Transformco LLC
imx integrated member experience
Initial Complaint
Date:11/15/2022
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 made an appointment with Sears repair to fix my Kenmore dryer because it wasnt heating . The first technician came out and diagnosed the problem as the dryer needing a heat element. I paid $116.99 for the part to be ordered. A second technician came out a week later to put the part on which he said the part was defected and a new one would need to be ordered so thats what I happened and I had to wait another week for him to come back out. He came back out and said the hearing element is not whats wrong with the dryer and that the first technician mis diagnosed the problem and I would receive a full refund if $239.72 which is the amount I paid for the part and half of the service for it ti be fix. I was suppose to remaining balance once the dryer was fixed which never happened. The technician says he put in a refund request that day October 31st so o contacted Sears customer service a few days later and they said they have no record of no one putting in a refund request and that I would need to contact the billing department. They give me an email address because apparently the billing department doesnt have a phone number where you can directly speak with someone. I have emailed that email for the billing department 3 times and no one has responded yet. I just want my full refund because my time was wasted and I had to buy a new dryer which I should have been told the first day a technician came out instead of having to wait 1 month for no resolution ti be made only for me ti be out of $239.
Business Response
Date: 12/06/2022
December 6,2022

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

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

COVID-19 Impacts: Due to the ongoing COVID -19 pandemic, we are experiencing longer than normal response times to work with a representative. We have been impacted by the global supply chain shortage which has caused delays in processing concessions and benefits. The pandemic has also impacted repair services, availability of parts, and delivery of replacement products. We apologize for any delays and inconveniences resulting from this pandemic. We are doing our very best to provide the services as safely and quickly as possible. We appreciate your patience.

Dear BBB Customer Relations;

We have completed the investigation of ******************** complaint regarding the problems she encountered with the refund for the repairs on her dryer.

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

Upon receiving ******************** complaint, we reviewed the notes in our service regarding her dryer repair. Since it appears that the service was not successful, Charges were refunded to her for $239.72,back to her **** card ending on ****. The refund was processed on December 6, 2022, She should be aware that it could take her card issuer anywhere from 1-5 business days to post that refund to her account depending on their policies governing refunds, and if she has not received it within that timeframe she is welcome to email me for assistance at ****************************************. With that being said, since we did provide ******************** with her requested resolution, we have closed our file.

We apologize for any problems or frustrations that ******************** l may have experienced with Sears.We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints. Please feel free to contact me at **************************************** if you have any further questions.

Sincerely,

*************************
Regulatory Complaints Specialist
Initial Complaint
Date:11/15/2022
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 called Sears for a repair on our 3-year-old washing machine. The technician diagnosed the problem, they said they would waive the $89.99 service call if I proceeded with repair. He stated a replacement part would be ordered and arrive in 1-week. I was forced to pay up-front in order to order the part. After more than 2-weeks and still no part or repair I decided to cancel the order on 11/11/22 and I was told I would be refunded in ***** hours. I communicated via chat on 3-different occasions since I could not get a human being to speak to. I was finally given a toll-free number to call but it is a busy signal 100% of the time. I am a disabled veteran and a senior citizen and feel I am being taken advantage of.
Business Response
Date: 12/05/2022
December 5,2022

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 our investigation of Mr. Roedigers complaint regarding the extra charges on the repairs of his washer.
First,we would like to apologize to Mr. Roediger for failing his expectations. We do not take these matters lightly and we sincerely regret any inconvenience she may have experienced as a result of this issue.

Upon receiving ******************** complaint, we reviewed the notes in our service regarding his washer repair. Since it appears that the part ordered the gear case is on back order, and per ******************** service was canceled, we submitted a refund request for $347.38, the trip charges are not refundable. The refund was processed on November 30,2022, 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 being said, since we did provide Mr. ************ 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 Complaints Specialist
Initial Complaint
Date:11/15/2022
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 am the homeowner of ************************************************************************. My father purchased a freezer from Sears in 2019. Along with the freezer he bought the Sears Protection Warranty. The freezer is currently broken. In 2020 the freezer broke and a Sears technician came out to fix it. the freezer stopped working in October of this year. On November 4, 2022, a repair technician ******************** came to the house and stated that the freezer was a lemon, but he was going to try to fix the freezer by ordering two parts. On November 12, 2022 Technician ID ******* came to the house to fix the freezer with the two replacement part. Instead of replacing the parts, he charged me $100 for Clean and ******************* The technician stated that one part was damaged and need to be reordered. When he left I notices that he cut up one of the replacement parts. When I took the part out of the box it was not cut. I called consumer service multiple times and talked to different reps, but none of them were able to solve my issue. The two replacement parts are currently damaged. Technician ID ******* only ordered one replacement item. The **************** rep informed me that there is nothing they can do for me because the technician only orders one item and that even if my freezer is a lemon if the technician does not state that in their report I would need to go through this process again. The Sear Projection Agreement that was purchased with the freezer stated that they will replace the freezer if three technicians have seen the freezer and is not able to fix it. I will be on my fourth technician on November 22, 2022. My freezer will not be fixed on November 22, 2022, because Technician ID ******* damaged the two replacement parts, but only order one. I would like to receive a full refund for my freezer so I can purchase it somewhere else.
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 freezer was not repaired in a timely manner.

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. Our record shows the freezer repair was completed on December 22nd. The service technician noted INSTALLED GASKET. APPLIED LUBE TO HELP WITH SEAL. INFORM CUST TO MAKE SURE DOOR IS CLOSE SHUT AND LET GASKET SITUATE? Since, we show the repair was completed we have closed out 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:11/15/2022
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 have a home warranty through Choice Home Warranty, policy number **********. We submitted a claim on November 4th, 2022, for our dryer that would no longer turn on and we could not figure out what was wrong. The claim number is *********. Choice Home Warranty assigned the claim to Sears Home Services, who seems to be dba *******************. The first available appointment was 11/11 between 8am-5pm. My husband and I were home all day 11/11, and as the day went on the approximate arrival time kept getting psuhed back. Eventually at roughly 3:30PM I called ******************* and spoke with ****** to try and figure out what was going on with the technician and if they would be here by 5PM. I was hung up on by ******. The technician, ****************** (ID: *************** called at 4pm and advised he would be there by 4:30pm. When the technician came, he was extremely rude to my husband, demanded my husband get his phone so he would send some type of link for payment, demanded we make payment that way for the $65 service call instead of paying him there, even though he had the ability to take payment. The technician then determined two parts needed to be fixed or the whole dryer would need to be replaced depending on what the warranty company approved. Two parts were ordered and they scheduled an appointment for 11/19/22, which does not work for us and is another week further out. We have a new washer and dryer being delivered 11/19, as we had ordered those awhile back but were originally delayed for months hence why we needed our current dryer fixed. We are two weeks out from our original claim date and have our old dryer that has not been fixed, the company has not made an effort to come in 11/18 as we had asked to repair the dryer and we paid $65 for the service call for nothing having been fixed. The whole situation from the standpoint of customer service was unprofessional and absolutely deplorable.
Business Response
Date: 01/02/2023
January 2, 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 the service history, we found that Choice Home Warranty decided to replace the appliance. If **************** is dissatisfied with the decision, she may contact Choice Home Warranty as we are an authorized service provider for her warrantor. We are unable to obtrude upon her warrantors actions and recommend that she contact them directly regarding the terms and conditions of her warranty agreement.

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: 01/03/2023

Complaint: 18406212

I am rejecting this response because: I am completely aware Choice Home Warranty is the warranter, however, Choice Home Warranty cannot refund the $65 service call fee, the service provider has to do so. I already made CHW aware of how horrendous the customer service was. The customer service was sub par at best and their customer service was disgraceful and unprofessional. Not only that, but waiting weeks for the items we needed when we did not have a working dryer was extremely inconvenient. If you are going to do repairs, you need a better supply chain to get parts from, not a chain who cannot get you items for weeks, after already taking a week to even get to us to diagnose the issue.

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 purchased a washer machine 11/2021. There is a part that is broken on the washer machine. The part is on backorder. Since the part is on back order and the washer machine can't be fixed, Sears warranty is supposed to cover a replacement of the washer. The Case # is 7512713Breakdown of dates I have been in contact with Sears and still no resolution. 6/29 - 1st service appointment - parts ordered7/6 - 2nd appointment - no parts arrived. Service tech said he will have his manager order again. Made new appointment, I was advised by service tech to call sear and cancel upcoming appointment if parts are do not arrive7/20 - Part did not arrive, called Sears to cancel appt. This is the day the rep cancelled the service request and appt7/30 Called to check status of parts - still on back order - cant put in replacement request for 30 days- asked to call back closer to 30 days from back order date. This rep did not mention the service order was cancelled.8/2- ********* - Status check- verified the service order was cancelled along with appointment. Had to re-open service order and have a new service tech come out8/3 ******* from sears repair opened request to have washer replaced- parts not available8/3 Called Sears, ****** says to call back and check status 10 business days - will be escalated9/2 Called Sears, ******* - No update, Escalating request- should receive an email **** business days10/25 Called Sears, ******* - No Update, Escalating, call back in 3-5 business days. Spreadsheet was never filled out by service tech and will need to be escalated to manager. 11/14- ***** - No update - He will escalate to manager - call back in 72 hours I have requested to speak with a manager on every call to sears and have been told there are not direct managers to speak with. I want a full cash reimbursement for what I spent on this washer and warranty. $ ******.
Business Response
Date: 12/28/2022
Please see the attached response.
Customer Answer
Date: 12/29/2022

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:
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 bought a refrigerator in Aug 2021. I started having water coming from over 3 months before they found out it was a piece on my new refrigerator spitting out water. A repairman came in August and said it needed a part and they would send it. It never came and you wait on the line over an hour each time trying to get someone on the Line. Finally got someone two weeks ago to send the part again and I received it last month. I have not been able to reschedule a repairman. They keep you on the phone with music I hear in my sleep. I have waited over 10 hours for three days trying to schedule a repair. I am having major surgery in two weeks and I need my ice maker when I come home . I have received two escalation numbers and no one has called. It is of the utmost urgency that I get this resolved. I have been crying and very very distraught over this experience.
Business Response
Date: 01/02/2023
January 2, 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 the service history, we found that service was completed on November 15, 2022, and the refrigerator was repaired with the replacement of a water valve. Since the appliance has been repaired, 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
Initial Complaint
Date:11/15/2022
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.
Case #*******; Order #******** - I purchased a washer/dryer on 08/06/2019 from Sears at ***************************************************, along with a 5-yr warranty for each that each expire on 08/06/2024. The washer warranty #*********** for $319.99; the dryer warranty #*********** for $289.99. In April, the dryer stopped rotating or drying, so I called for service. My appointment was scheduled for 06/25/2022. *** (ID #******** could not repair the dryer, but ordered parts he needed. I was advised to schedule another appointment when parts came in. The appointment was rescheduled for 07/22/2022 and *** came out. He opened the parts package and found the wrong parts had been sent. He asked that I reschedule the repair and suggested I mention that the wrong parts had come and could they give me a date as soon as possible, since the error was not mine. That didn't happen and another date was scheduled for 08/25/2022. *** came out again, but even with the reordered parts, he could not repair my dryer and noted on his repair notes that replacement was the best option. I have been calling almost bi-weekly since then (09/03/22; 09/28/22; 10/05/22; 10/20/22; 10/31/22) and speaking with a different person each time. The last person I spoke to (*****) mentioned that their call center was located in ******. My requests for service have been "escalated" from 3rd to 4th escalation. When we ask to speak to the manager, we were told that the manager was in a meeting, if we wanted to call back. It would be approx 2 hrs before he was available. "*****" put in a request for a $50 reimbursement check for the extra work to dry laundry (received on 11/10/22). He also advised that he would take personal responsibility to have the manager approve my request and I would receive an email by week's end. No email has been received. ***'s comment: "Technician Comments Unrepaired replaced all components steel unable to determine cause of machine failure" Sent pics,receipt copies,etc
Business Response
Date: 01/03/2023
Please see the attached response.
Customer Answer
Date: 01/12/2023

Complaint: 18399760

I am rejecting this response because:

********,

I would prefer the color match my existing dryer (silver/gray), but I understand it is only available in white and not gray.

This is the appliance I will accept.

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

LG DLE3400W 7.4 Cu. Ft. ******************* Dryer With Sensor Dry - White
Sold By Sears

Please let me know what is needed next and when a delivery date is set. thank you,

Sincerely,

************************************************
Business Response
Date: 02/05/2023
Replacement was processed per salescheck 99119033357. ****************** is welcome to reach out if there are any additional questions.
Customer Answer
Date: 02/07/2023

Complaint: 18399760

I am rejecting this response because: I received a call on Jan 25th that the dryer would be delivered on Feb 10th. Also mentioned that I would receive a confirmation call on/about Feb 9th regarding a time frame for delivery. Today (Feb 7th), I received a call that delivery of the dryer has been delayed due to the appliance not being received from the manufacturer. The new delivery date is Fri, Feb 17th.
As the saying goes, "I'll believe it when I see it." Or more precisely, when the dryer is installed, plugged in, works perfectly, and the damaged dryer is loaded onto the truck and the truck pulls away, I'll considered the issue resolved.

Sincerely,

************************************************
Initial Complaint
Date:11/14/2022
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.
Requested repair service for my refrigerator 9/26/22, benefit under my Master Protection Agreement #***************, Paid $1,399.98. Sears sent Sub contrator, 1st Choice Appliance, with a no show, and 3 visits to home, not able get parts or repair refrigerator, 1st Choice, recommend replacement. Under my MPS agreement, Sears would replace item at cost of today's value. . I've called and document over 16 calls to the various departments, that I was told to contact for a resolution. On hold for ***** mins at times. On 10/18/22, I was finally given a case#*******, and a claim #******. Claim was for a mini refrigerator, at $115 because I was working out of 2 chest coolers., This was a ************** until, case was #******* was reviewed. STILL WAITING. No response via phone, email, or mail. My last call to Sears was 11/9/22. Spoke with ************************* Was told they would contact me via email in 3 days. I want my refrigerator replacement in a check, not a credit, and the amount paid toward refrigerator on the contract, which expires 3/2024. Leaving 15 mos. retro paid, for non-operated refrigerator. A refrigerator is an essential part of our living condition, and Sears has ruin that 40+ years of us being a customer.
Business Response
Date: 12/06/2022
December 6, 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. Our record shows the refrigerator has been approved for a replacement on November 7th under the agreement.Unfortunately, it was never progress and we apologize for the oversight. We completed the replacement authorization in the amount of $950.00 and send him an email to *********************** and provided him with the authorized amount and with the replacement information. Since,it was our understanding the replacement refrigerator resolved his 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: 12/08/2022

Complaint: 18403559

I am rejecting this response because: Due to the lack of communication and customer service per our Protection Agreement #**************, and out of neccessaciate, we purchase a replacement refrig.. We asked Sears to give us the $950, via check, since
not hearing from them, until the BBB complaint was filed. This payment would allow us to apply toward our purchase. We have no problem providing them with receipt of purchase and the haul away of the non working refrig. No word yet from them, with this solution. Sent response to Sears today (12/8/2022).

Sincerely,

****/***********************
Business Response
Date: 12/13/2022
December 13, 2022

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 and additional information to our response regarding the refrigerator that has been approved for a replacement under the agreement, unfortunately due to the authorized amount did not progressed in a timely manner he purchased a refrigerator form another company. His request for a refund is granted and he will received a document from the agreement office via email to sign in the amount of $965.00. He should receive the document within the next 2-3 days and the whole process could take up to 2-3 weeks. Since, we addressed his concerns and granted his request for a refund for customer satisfaction 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: 12/15/2022

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,

****/***********************

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

LG DLE3400W 7.4 Cu. Ft. ******************* Dryer With Sensor Dry - White

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Transformco is BBB Accredited.