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.
2,136 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:11/14/2022
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,

****/***********************
Initial Complaint
Date:11/14/2022
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.
Filed a complaint about a repair that is covered under a manufacturer warranty approximately 3.5 weeks ago. And was told that there were no appointments available for a technician to come repair the issue. Was given no other choices for the repair to be completed. I am requesting a replacement of the refrigerator due to the fact that there is no time limit for the repair to be completed.
Business Response
Date: 12/06/2022

December 5, 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.

Firstly, we apologize for any inconvenience or frustration that ******************** may have experienced. According to our records, ******************** requested service on November 14, 2022, but our technicians were booked and there were no available dates to schedule service. A service request was submitted and on November 16, *********************************************** ********* refrigerator; scheduled for December 8, 2022. ******************** mentioned on her complaint that she was requesting a warranty repair. However, we researched and found that the refrigerator was purchased on November 5, 2016, and the 10-year warranty only covers the compressor; it does not cover labor. Therefore, the service order is listed as a cash call and ******************** will be provided an estimate for the repair, less the cost of the compressor (if needed). If ******************** declines the repair estimate, she is still responsible for the $109 diagnostic fee. 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:11/14/2022
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 pay 600 dollars a year for Sears home warranty. I called to schedule for oven repair on Oct 14 2022 . I waited on hold for 2 hrs and hung up . I called three times to get thru after long hold times. Scheduled and paid 75 deductable , tech came out Oct 21. 2022 , ordered parts. Parts came in Oct 30, 2022. I have had to make 3 failed to show repair appts . I Habe no stove and thanksgiving is next week and I have been unable to reach any kind of customer service person to get a ********************** person who will actually come to the door and show up. Im now faced with buying a new stove or renting one while I wait on Sears to send out another lame technician. I cannot get any help other than numbers that repeats other number that go around and around. Sincerely *****************************
Business Response
Date: 12/05/2022
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.

In this case,**************** has had a *** since 2017. We do show Sears ************ was a provider and repaired the range on 12/3/2022. If **************** is still in need of assistance or feels she still has an open issue or that she has a valid dispute against the terms of this coverage, she can 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: 12/07/2022

Complaint: 18401917

I am rejecting this response because:

Sincerely,

********. I called the financial # on my monthly statement and a representative from Finance was able to schedule a same day service repair on Dec2 ************* had the front door open with the screen closed and someone sitting by the door waiting on service repair man. He did not knock but I saw him walk up and the dogs heard him so this time our stove was fixed.. Sears home warranty with cinch is horrible I will be looking for a different reliable home warranty service. Thank you for your help and immediate response. GOD bless sincerely *****************************
Initial Complaint
Date:11/14/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On April 28, 2022, I left my Movado Faceto Diamond Men's Watch to have them replace the battery at store #**** Sears *********** at *************************************************************, when I went back to pick it up the same day I found out they messed up the bezel 4 corners and the pins that hold the watch band to the bezel, it looked like someone stood on top of my Movado watch, the watch band was all loose, the pins were all bent and the four corners of the bezel were all bent open outwards and the back of the box got scratched when trying to open it to replace the battery I guess. That same day, ******************* from Watch and Repair department accepted to replace the bezel for a new one, he wrote his commitment on the same yellow ticket he gave me to pick up my watch, he told me he was going to order the bezel from Movado, that he would let me know when the part arrived so he could replace it in front of me, meanwhile he suggested me to keep the watch in my house until then, which I did, but then after like a month he tells me he rather uses his insurance policy to cover that expense, I told him it was fine with me as long as this issue was fixed. 3 moths latter he asked me to take my watch to his shop so he could send it to ******************* on 07/22/2022 he sent the watch to ****************** repair department, on 09/13/2022 ******************* tells me his insurance declined to cover the damages to my watch, since then he has not contacted me with a solution, Sears *************** Repair and ******************* are the very first place / person who had touched my watch since I bought it, it was the very first time my watch needed a battery since I bought it, I have only wore my watch 9 or 10 times since I bought it and only for special events and I always store my watch in its original box when I don't use it. Please take in consideration this is a $3,500.00 + TAX watch. It's been more than 6 long months dealing with this headache, talking to ******************* is just a waste of time.
Business Response
Date: 12/20/2022

December 20, 2022

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

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

Dear BBB Customer Relations:

We have not completed the investigation of ****************** complaint regarding the problem he encountered when he dropped off his watch for a battery replacement at the Sears Watch & Jewelry Repair shop in the store.

Firstly, we apologize for the delay in responding to this complaint. We would like to note that the jewelry repair shop is a licensed business located within the Sears store. We have forwarded this matter to our licensed business management team and the local shop for review. We are currently awaiting their response. We are committed to providing a fair and equitable resolution and ask that **************** allow us an additional five days to complete the investigation. In the interim, should **************** have any questions, he may contact me via email at ***************************************** 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: 12/28/2022

Complaint: 18401558

I am rejecting this response because:
Simply because no one has contacted me with a solution.

Sincerely,

*************************
Business Response
Date: 01/03/2023

January 3, 2023

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

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

Dear BBB Customer Relations:

We have completed the investigation of ****************** rebuttal to our response regarding the problem he encountered when he dropped off his watch for a battery replacement at the Sears Watch & Jewelry Repair shop in the store.

As previously mentioned, Sears Watch and Repair is a licensed business within the Sears store which is owned by *******************. We received a response from ************ that he was served with a lawsuit regarding the same issue. **************** has filed in small claims court and is awaiting the decision of that suit. Due to the fact that **************** has secured legal services and is pursuing his issue through those channels, it is our understanding that the BBB is no longer the correct forum for resolution as we are unable to provide information on an issue that is undergoing litigation. Therefore, since are unable to proceed further, we respectfully request to have this matter closed.

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

Sincerely,

***************************
Regulatory Complaints Specialist

Customer Answer
Date: 01/05/2023

Complaint: 18401558

I am rejecting this response because:
They never tried to resolve the issue at any time, they simply do not care about their clients, they never contacted me with any kind of arrangement.

Sincerely,

*************************
Initial Complaint
Date:11/14/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My husband and I purchased a front loader ** washing machine on 9/7/2023. When we brought it home and hooked it up it was leaking. I called ** and they said it was a problem for Sears . The receipt does say All sales Final, but the machine was broken when we got it home . My credit card company told me to take it back and file a dispute so that is what I did on 9/08/22. The people at the store were very rude and would not give me anything showing that I brought it back to the store so we left it there and I told them i was contacting my credit card company. I received a letter from my credit card company on 11/7/22 saying the dispute case is closed and the $727.48 would be billed on my credit card. So I went to Sears today 11/11/22 and the store is closed down and they were there so I asked if the machine was there and the girl said we got rid of it because you said you didn't want it. I told her I paid for it and she said I didn't want it so they got rid of it. One of the guys came into the conversation and said the people above them told them to sale it and put it as abandonment. I shouldn't have to pay for something that was broken and now I don't even have and they sold it and made money on a double sale. Please if there is anything you can do to help me with this situation I would be so grateful. I have tried to get in contact with Sears corporate office and everything is automated and haven't had any luck please help me resolve this situation. Thank you for your time, ******************* Home #************* Cell # *************
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 ************** complaint regarding her dissatisfaction that the ** washer failed too soon, and her request for a refund was denied by the store.

Firstly, we would like to note that ************ purchased the washer at a closing store during a liquidation sale, and products are significantly discounted and sold as is. Throughout the store there are signs and on the receipt that all sales are final. According to the receipt that ************ provided, she also purchased a protection agreement on the washer that covers parts and labor. ************ mentioned that she contacted ** and they directed her back to Sears. ************ then contacted her credit card company, and they directed her to return the washer to the store.

As we previously mentioned, the store was liquidating and all sales are final; no returns are accepted. The store advised ************ that they were not accepting the return, and were not issuing a refund. Knowing this information, ******************** decided to abandon the washer at the store. Sears is not a storage center, and ************ was well aware that the store was in the process of liquidating (by either selling or disposing of everything). Unfortunately, when ************ returned to the store and attempted to pick up the washer, it was no longer available. ************** request for a refund of the washer is denied.

However, since she no longer has the washer, we will cancel the protection agreement and will issue her a full refund of $209.99. She should receive the refund within 7 21 business days. With that being said, since we have addressed the issue brought forth in ************** complaint, we have closed our file.

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

Sincerely,

***************************
Regulatory Complaints Specialist

Customer Answer
Date: 01/06/2023

Complaint: 18393647

I am rejecting this response because:
Sent from Mail for Windows
To whom it may concern the store could have given me the washing machine back and not sold it again to someone else. Maybe I could have gotten ** to come out and try to fix it instead of having to buy a washing machine I do not even have. How can Sears sale a washing machine two times and it not be flagged by the **** Sears is very untrustworthy and I will not be giving any positive reviews or telling anyone anything positive about the company. I dont and will never understand how people can live with themselves treating people this way. This company keeps saying I abandoned the washing machine and all I was doing is what I was advised by my credit card company with all of the information about what had happened. We all reap what we sow and everything comes back full circle. I am asking one last time to please make things right and give me a refund for the washing machine or give me a new washing machine .I have not received the money back for the warranty either. I am extremely disappointed with this whole situation but am asking God to help me not have harsh feelings ,but I am struggling and pray he helps me with this situation. Thank you for your time. *******************

Sincerely,

*******************
Business Response
Date: 01/17/2023

January 17, 2023

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

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

Dear BBB Customer Relations:

We have completed the investigation of ************** rebuttal to our response regarding her dissatisfaction that the ** washer failed too soon, and her request for a refund was denied by the store.

We received ************** rebuttal, and we do not find that she has brought any new information to her complaint. While we understand that she is dissatisfied that the store did not issue a refund, the fact remains that she was advised that a return was not an option during the store liquidation. ************ was aware that the store was closing, and decided to leave the washer at the store even though she was told it was not accepted, and she would not receive a refund. ************ mentioned again in her rebuttal that she chose to leave the washer at the store per the instructions provided by her credit card company. Therefore, she should file the complaint against the credit card company that provided her the misinformation.

As previously mentioned, the store was liquidating and every item in the store was either sold or disposed of. In ************ case, she abandoned the washer for 2 months and when she returned, the washer was no longer in the store; her request for a refund is denied. As a good-will gesture, if ************ would like to purchase another washer from Sears, she can contact me to discuss a significant discount. She can contact me at ***************************************** on or before January 26, 2023. With that being said, since we have addressed the issue brought forth in ************** rebuttal, we have closed our file.

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

Sincerely,

***************************
Regulatory Complaints Specialist

Customer Answer
Date: 01/18/2023

Complaint: 18393647

I am rejecting this response because:
They still have not issued a refund for the warranty I paid for. I know they are not going to give a refund for the washing machine and that is something that will catch up to them one day. Please at least refund or send credit back to my credit card company for the warranty.
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.
Long story short:I bought a Kenmore frig from Sears online on 12/2021. The purchase came with a manufacturers warranty for at least a year. Will repair if there are manufacturers issues at no cost. If unrepairable (deemed by tech), I would get a replacement.After a little over 2 mos, my new frig began cooling down, ice was melting and frig was warm. I called for repair, tech from MB Appliances arrived to my home on 3/22/22 to repair. Ordered parts, said that once parts are replaced, the frig would run fine. Well, it did for about 2 mos. Same issue!Made the call again and my 2nd service appointment was on 5/16 that got rescheduled by Sears to 5/20.Tech came, replaced the same parts & informed me that if this doesnt work, I should get a replacement. The frig ran good for 2 mos & the issue occurred again. I placed my 3rd service call which was scheduled for 8/5, then rescheduled by Sears to 8/8 and again to 9/23.This time, a Sears tech came and ordered at least 4 parts. An additional part which was the temperature gage or the brain of the frig was not installed.The same issue occurred again and I now have my 4th service call on 11/15.When I spoke to the Sears rep, I informed him of my repeated issues with this frig and requested a replacement. I was told that because the tech didnt deem the frig as unrepairable that they could not immediately send out a replacement.I was persistent in the request being entered so the rep said you requested a replacement and I should receive a response in 3 business days. No response to date.I purchased a defective refrigerator and am now getting the run-around. I have been greatly inconvenienced with ************* A lot of my food spoiled. The food reimbursement process isnt consumer friendly and I believe with purpose.The worst buyers experience ever!
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 Ms. ******** complaint.

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 she also filed a complaint to the executive offices with a case number ******* and being handled by *****. She has been approved for a replacement under the manufacturers warranty for $1149.99. She is in the process of selecting a replacement model and when she made her choice she will be calling ***** back to process. Since, the refrigerator has been approved for a replacement and working with the executive offices 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: 12/13/2022

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 but with consideration. There is an issue however. The refrigerator I originally purchased is no longer in stock & if it was, ***** told me that I wouldn't be afforded a warranty for the new refrigerator. So, basically, if it has issues like the one I currently have, I will be left to deal with repairs on my own.
I was informed that my replacement would have to be another Kenmore refrigerator. I have been on the Sears website several times a week and I have been unable to find {to date} a refrigerator suitable to what I purchased without losing money or paying more money.
I need time to find a replacement that I am at least content with. The same patience and understanding I extended to Sears to fix my current refrigerator {without resolve} after dealing with multiple repairs for almost 8 months is the same patience and understanding I want extended to me in finding a suitable replacement.

Sincerely,

***************************
Initial Complaint
Date:11/14/2022
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 paid a monthly warranty of ***** for the past 6 years. On October 15 my oven and range stopped lighting and there was a strong gas smell. I contacted the home warranty to have someone come and look at the unit. It was given to contractor who could not come out for a week and I had to pay $70 up front for the consultation. They came and told us that the gas line is broken in the unit and it would take 2 weeks to get and replace. I contacted both places within 2 weeks and received no response. When I finally was able to speak to someone at sears they had no record of the unit being looked at. The contracted company finally emailed me back saying they had sent a report on October 27 stating the part was no longer available. They had seen the unit on October 24. Since November 1 I have been calling and emailing to see when or how this can be repaired or replaced and have gotten little to no response. In addition, I have a family of 5 to feed and there is no way for me to cook. I had contacted a customer service person at ********************** and left 2 voicemails in the last 4 days as well as emailed at *************** 2 times and have gotten no response.
Business Response
Date: 12/02/2022

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.

In this case, ************** has had a *** since 2015.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:11/12/2022
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 called this company to come and clean our air ducts. They came and were very unprofessional. They took k**** off the ducts and vacuumed the vents with a wet Vac then proceeded to the second floor blew out another vent came down and said there was mold and we just blew it throughout your house. My father was there and said why wouldnt you check that before blowing and the worker responded its your fault that there is mold in the house bro. Then just started rambling off prices he could fix it at. Kept walking outside and returning with different amounts. When we told him we didnt want he other offers he took his equipment and left never putting the k**** back on the vents and left black stuff over the bathroom floor and kitchen and charged us ******, We are first time homebuyers and just broth the house 2 weeks ago. This was very disturbing. Now I need to higher another company to find out whats going on. They were very disrespectful to my father. I would never recommend them and would like my money back.
Business Response
Date: 12/20/2022

December 20, 2022

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

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

Dear BBB Customer Relations:

We have not completed the investigation of Mr. ******** complaint regarding his dissatisfaction with the duct cleaning service, and the charges he incurred.

We apologize for the delay in responding to this complaint. We have forwarded this matter to our franchise management team and local office 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 come to a decision. In the interim, should ****************** have any questions, he may contact me via email at ***************************************** 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
Initial Complaint
Date:11/12/2022
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.
A Sears contractor was sent to place which I bought for my mother to fix the furnace on Oct 11 from American Home Shield. The contractor messed up the furnace worse than when he got there. He was rude to my mother and father. Then when I called to asked why he left without making sure it was fixed he answered how long did you expect me to wait. AHS sent out 3 dif contractors none said they could fix it because it was broken by Sears. fast forward to today its been almost a month she has been without heat. They scheduled an appointment for today but cancelled at the last minute. Every time I ask to speak to a supervisor I get the runaround. I just need this furnace fixed as soon as possible.
Business Response
Date: 12/09/2022
December 9, 2022

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

Re: *****************************
       File Number 18395054

Dear BBB Customer Relations:

We have completed our investigation of Mr. ******** complaint regarding his **** gas furnace repair.

We would like to clarify that we are not the obligor of his manufacturers warranty on his gas furnace.We are just the repair provider that American Home Shield (AHS) contracted to provide repairs to Mr. ******** gas furnace 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 his warranty which in this case is American Home Shield (AHS

In order to investigate and respond, we had to reach out to the Sears Home Improvement Products concerning his furnace repair.   We received the following response from the **** National Operations Manager:

There is a safety issue preventing us from servicing the furnace. Its located in an attic without a platform for the techs to safely work. ******* went out on 11/12 and diagnosed a bad fan limit switch and rescheduled for 11/15. On 11/15, he put in his notes that the furnace is in the attic and there is no platform leading to the furnace.   They reached out to AHS and informed the customer that a platform is needed to work on the unit safely.   Accordingly,we have closed our file.

We apologize for any problems or frustrations that ****************** may have experienced. We appreciate the opportunity to address this issue.

Sincerely,

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

Complaint: 18395054

I am rejecting this response because: THERE IS A PLATFORM IN MY ATTIC. AFTERWARDS BECAUSE OF THE BAD WEATHER AND THIS PLACE IS OCCUPIED BY MY ELDERLY MOTHER AND FATHER I HAD AN ENTIRE NEW FURNACE PUT IN. THERE WAS NO ADDED PLATFORMS NEEDED. SEARS KNEW THAT THEIR ORIGINAL TECH MESSED UP AND LEFT WIRES OUT THATS WHY THEY REFUSED TO SERVICE IT AND MADE UP AN EXCUSE. I ALSO DROPPED AMERICAN HOME SHIELD

Sincerely,

*****************************
Initial Complaint
Date:11/11/2022
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 purchased extended protection plan on a kenmore refrigerator and cannot get anyone to repair this i want a full refund on warranty and appliance
Business Response
Date: 12/02/2022

December 2, 2022

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

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

Dear BBB Customer Relations:

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

Firstly, we apologize for any inconvenience or frustration that **************** may have experienced. During our investigation we found that the refrigerator and protection agreement are listed under a different name and phone number, but with the same address as ******************. On November 15, 2022 a service order was created and scheduled for November 28, 2022. The technician replaced the water valve and completed the repair; at no charge. With that being said, since we have addressed the issue brought forth in ****************** complaint, we have closed our file.

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

Sincerely,

***************************
Regulatory Complaints Specialist

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