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.
2,139 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:11/11/2022
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.
Repair/Replace chest freezer under warranty and approved for replacement: 03/02/22 technician examined freezer & ordered a new gasket (freezer wasn't sealing). 03/23/22 Tech attempted to install gasket but not correct part. After he spoke with someone he told me "Sears" would either find the part or replace the freezer. Either way I would be notified. A few months later I called "Sears" and inquired on the status of my repair/replacement and was told they would be in touch. I was offered, by Sears Home Services, a replacement or cash up to $880.00. I chose a replacement FCM16DLWW **** cu. ft. chest freezer which was approved and it was scheduled for delivery 06/29/22. Delayed and rescheduled for 07/27/22. ******* and rescheduled for 08/17/22. Delayed and rescheduled for 09/07/22. Delayed and rescheduled for 09/28/22. Delayed and rescheduled for 10/19/22. Delayed and rescheduled for 11/16/22. Delayed but not yet rescheduled. I received the usual automated call today telling me I needed to call and reschedule. I strongly suspect that since I am a warranty "customer" I have been placed at the end of the line and will remain there in hopes I'll go away. I have always been paid in full on the warranty and now it's their turn. I am seeking the BBB's help to get my freezer, not a cash settlement. I know they are available but after what this company have put me through I won't accept having to schedule and/or pay additional costs to obtain the freezer from another vendor. It is incumbent upon them to find and deliver the freezer as agreed.
Business Response
Date: 12/28/2022

December 28, 2022

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

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

Dear BBB Customer Relations:

We have completed the investigation of Mr. ********** ********* regarding the delay in receiving his purchase agreement replacement.

After reviewing Mr.********* ********* 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.

It is our understanding that once the manufacture was able to fill Mr. ********* order, the delivery was completed on December 07, 2022. 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: 12/29/2022

Better Business Bureau:
We received a phone call the evening of 12/06 stating delivery was the next day. Delivery was completed and the unit functions.
Thank you BBB for your assistance.

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:11/11/2022
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.
It took 4 months, 3 servicers, multiple visits and countless calls to get my dishwasher repaired. I learned through this process that Sears Home Warranty that I paid $50/month to cover my main house appliances is outsourced to local appliance services and are not actual Sears technicians. These service companies and technicians vary widely in competence and ability to diagnose and fix appliances. Having to deal with Sears Home Services and a third party service provider made the communications and delay much worst. After paying the $75 for the repair deductible, the first service company, AF Services, was a no show. I took a day off to meet with them and no courtesy call or even an apology. The second service company, AAR Appliance Service, came twice because they initially ordered the wrong part only to determine that the issue was caused by mice. Sears Home Services informed me that the terms and agreement does not cover issues resulting from mice/pests, to which I disagreed because I questioned the diagnosis and the technician's inability to properly troubleshoot the issue. I later learned that if the technician is unable to fix the issue and so that their independent company gets paid for their work, they will default to pest problems as the cause. I asked Search Home Services to send in a third service company, to which were more competent and was able to finally replace the correct part, albeit it took another month of three separate visits. After many calls and extreme frustrations with the lack of customer advocacy due to the prolonged **********************, ********************** Home ******************** customer service apathy, three different third-party service repair companies and pointing fingers (service repair company blames Sears Home Services, vice versa), I decided to cancel my warranty; to which I was charged almost $300 for early termination. After paying 6 months of Sears Home Warranty ($50/month) & a $75 deductible for the repair, this whole 'warranty' ended up costing me over $650
Business Response
Date: 12/09/2022
BBB Customer Relations
**********************
330 ****************., Ste. #****
*******, ** 60611

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

Dear BBB Customer Relations:

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

We do sell the Sears branded Sears Home Warranty (***) to our customers and we believe it presents a great value to them as well as an alternative choice to the product specific protection agreement coverage we have carried for years and that we also continue to sell. Sometimes as part of our sale of the **** we might have a promotion that will discount the service on a non-working appliance in exchange for purchasing the *** for at least a period of time that would cost equal to the discount provided (usually a maximum discount of $150.00). If the contract is canceled before at least the discounted amount is collected in the form of monthly charges, even when no other service is used, then the promotion is invalidated and the full amount of the repair is due.

Once the coverage becomes active though 30 days after purchase, and we would note that items are expected to be in good working order at the onset of coverage and if they are not, it could be considered to have a pre-existing condition that could cause it to not be covered, we are no longer involved with the contract.The actual *** contract is issued, administered, and the obligor is listed to be, different entities dependent on the state where issued; but all are subsidiaries of ********** Services. When the *** number is called, it is their customer service that is dispatching service and they make any decisions regarding replacement of product and the application of any terms and conditions of the contract, including whether something is covered or not.There are times that Sears might be the service provider used if we have technicians available in the area and provide the service needed, and other times that other service providers might be contracted by Cinch.

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

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

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

Sincerely,

*******************************
Regulatory Complaint Specialist
**********************************************************
Initial Complaint
Date:11/11/2022
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.
The freezer on our fridge stopped working in May 2022. Since then Sears has sent a technician to fix 3 times. It is still not fixed!! Now the refrigerator portion of our fridge is not cooling below 60 degrees. We now a non-working frdge/freezer and had throw a lot of food out. We still do not have resolution to our issue as of 11/11/2022. This needs resolved a long time ago.
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 repair for the refrigerator was completed on December 5th. The service technician replaced and installed the parts and closed the call. Since the repair was completed we have closed our file. Should ******************** has any additional questions or concerns he can contact me directly via email.

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

Sincerely,
***********************
Regulatory Complaints Specialist
Email: ******************************************************************************
Initial Complaint
Date:11/11/2022
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Service dryer repair issue was misdiagnosed and couldnt be fixed I payed ****** only have been refunded *****. This issue has been going on since 9/23. They are denying me refund without a solid reason and give me the run around. They will not give ************ number so I can resolve the issue.
Business Response
Date: 12/05/2022
December 5,2022

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 $33.81 on October 14,2022 and another refund for $153.20 was processed on November 11,2022 .The trip charges are not refundable, 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

Customer Answer
Date: 12/06/2022

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. Thank you so much for helping me resolve this issue I truly appreciate it

Sincerely,

***************************
Initial Complaint
Date:11/11/2022
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.
The Date of the transaction was 3/11/2022I purchased a ************** for $1349.88 with the Master Protection Plan for $289.99My fridge arrived in April. By May the fridge wasn't cooling properly. A couple days later all the food in the freezer thawed. I called, the technician was scheduled for the next day. He never showed. Called Sears, they told me to call the technician. He said he would be there in the next day. Never showed. He called me the next week. Looked at the fridge. The freezer back was froze. He thawed it out, order a control board and thermostat. Parts came a week later. Called the technician, he schedule a date, didn't show. Finally came and replaced the parts. I applied for the $300 food loss under my benefits. I was denied because "it wasn't in the two week period since the technician came out. I filed it ONE week after he serviced the fridge.One month later, my fridge wasn't cooling right, the freezer thawed out again. Scheduled the repair AGAIN. Same story with the technician. Made appointments. He didn't show up for 2 of them. Finally came and looked at it. Said it is doing what it previously did and that he would contact the district to see about getting a replacement. He thawed out the freezer back that didn't defrost properly. It worked for 2 weeks. Called the technician to see what was going on and that the fridge, for the THIRD time was not defrosting properly and I lost all my food AGAIN. I was denied a food loss again. He came back. Sears had a list of things for him to look at and he said it was NOT FIXABLE. He would contact Sears and tell them so I could get a replacement. This was August 17th, 2022. It is now Nov 10, 2022. I have called Sears every week. They told me my replacement fridge was approved for $200. I told them that was wrong since I paid $1349.88. They said they needed to redo the claim and to call back. I called back today, they told me the claim was done wrong so now I need to schedule the technician to come out.
Business Response
Date: 12/08/2022

December 8, 2022

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

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

Dear BBB Customer Relations:

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

We have completed the investigation of Ms. ******* complaint regarding her refrigerator repair.

Upon receiving Ms.******* ********** we contacted the local service unit for assistance. We were advised by the territory manager that per the service provider on the last service order on November 9, 2022, the refrigerator worked fine after the evaporator was thawed out. A recall order was sent to the service provider to go back out on November 21, 2022 and diagnose the refrigerator, but no replacement has been approved. Contact was made to the service provider to contact **************** right away and schedule a date for service.

A replacement has been denied due to the unit was working on the last service order. Should the member request a replacement, she would need to go back to the purchasing Hometown Dealer store for a replacement since the refrigerator is still under the manufacturers warranty.   With that said, we have closed our file.

We apologize for any problems or frustrations that *************** may have experienced,we appreciate the opportunity to address the matter.

Sincerely,

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

Complaint: 18390592

I am rejecting this response because:
There was no service technician at my house November 9, 2022. If there was, I would like to press charges for breaking into my house while I was at work. At that time my fridge was not working for 2 months prior. ****** Appliance repair was at my house November 21, 2022 when he said there was nothing he could fix. He already replaced the control board and thermostat around July. My fridge has been serviced over 5 times. I have applied how many times within the two-week period for food loss claims that your company keeps denying me. December 8, 2022 at 9:34am I received an email from Sears saying I was approved for a replacement amount of $ ********. December 8, 2022 at 3:38pm I went to the Little Falls Sears Hometown store as your letter suggested to ask for a replacement under manufactures warranty. As of December 1, 2022 their store has been unable to place ANY online orders and were told to direct anyone with warranty issues to the phone number **************. Which is the Sears Protection Agreement number, that I was on the phone with 2 hours prior that told me the $298 Protection Agreement plan that I paid for, will not cover my fridge after I fought with Sears for the last 7-8 months over my fridge. I called the Kenmore Manufacture warranty number and it circles back around to Sears warranty. Sears will not give me a refund. December 8th, 4:15 I was on an online chat with ****** from Sears and he stated that I needed to select the product and he would get it ordered. At 4:25 ****** stated that he tried to process replacement but is facing some error with our tools no need to worry we will complete replacement in 24 hours and will update you via email. December 10, 2022 at 8:29am I went to the online chat again and asked if my replacement had been ordered. He told me that they faced an error again and would forward it to a supervisor and it would be processed ***** hours. December 12, 2022 9:02am, contacted them again to be told it is not processed and to allow them another 24 hours. Sears keeps giving me the run around and are s******* me over. I have lost over $1,000 in groceries and I originally paid $1350 + $298 on a pointless Protection agreement. This issue is not resolved and my case shouldn't be closed because NO SERVICE TECHNICIAN WAS AT MY HOME NOV. 9!
Sincerely,

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

December 13, 2022

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

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

Dear BBB Customer Relations:

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

We have completed our investigation of Ms. ******* rebuttal to the response we previously sent.
We would like to apologize to Ms. ******* for failing her expectations. This is not Sears normal way of doing business, and we are truly sorry for any inconvenience we may have caused her. We would like to assure her that her concerns have been taken very seriously, and an investigation will take place to ensure we improve from this member experience.
Upon receiving her rebuttal, we contact the local service unit for assistance. Our records indicate that the tech went to her home on December 12, 2022 and serviced the refrigerator. The technician dispatched to her home notated that the control board and the defrost sensor have been replaced, however the refrigerator would not defrost. **************** was authorized to receive a replacement refrigerator valued at $1214.89, and this is in accordance with the terms of her manufacturers warranty. Per receipt number ************ arrangements were made to have the refrigerator delivered to her home on December 15, 2022. For the food loss,**************** has a Master Protection Agreement that covers food loss, per her warranty, she can file a claim by contacting the Protection Agreement Team at: www.searspabenefits.com. Accordingly, we have closed our file.

6.     FOOD LOSS REIMBURSEMENT FOR REFRIGERATORS AND FREEZERS. During the Term of this Agreement we will reimburse you for any food spoilage that is the result of a mechanical failure of the Covered Product. The mechanical failure must be verified by us. You must file your claim within fourteen (14)days from the date the loss was verified. Please refer to the section of this Agreement that is applicable to your type of plan. To file your claim visit www.searspabenefits.com.

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

Sincerely,

***************************
Regulatory Complaints Specialist
******************************************************
Customer Answer
Date: 12/15/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. My new fridge was delivered today 12/15/2022. They installed the new fridge and took my old one. I will call Sears to verify that my Protection Agreement plan has transferred over to the new fridge. I hope that I will never have this issue again.

Sincerely,

***********************
Initial Complaint
Date:11/10/2022
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.
On September 22, 2022, I purchased a Kenmore refrigerator from Sears Hometown store ***** in ********, *******. The refridgerator had problems from day one. The freezer did not maintain a freezing temperature and the ice maker did not work. When I opened the ice maker, there were broken parts in it. I contacted this store and they sent me to Kenmore which scheduled a repairman who never showed up or called. When I called Sears store ***** to complain, they said they would refund the $3,008.37 purchase price if I brought in the original receipt. After driving the 20 miles to the store on very icy roads, they refused to refund my money and refused to help in any way. I expected an expensive refrigerator like this to work correctly for more than six weeks! Now I have a $3000 piece of junk and have to go buy another refridgerator.
Business Response
Date: 12/12/2022

December 12,2022

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

Re: *****************************
       File Number 18389069

Dear BBB Customer Relations:

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

We have completed the investigation of ****************** complaint regarding the problems he encountered with his refrigerator.

Upon receiving his complaint, we made contact with the local service unit for assistance. As of December 7, 2022, ****************** was authorized to receive a replacement refrigerator valued $2672.99,and this is in accordance with the terms of his manufacturers warranty. Per receipt number ************, arrangement were made to have the refrigerator delivered to his home on December 23, 2022. Accordingly, we have closed our file.

We apologize to ****************** for any inconvenience he may have experienced, we appreciate the opportunity to address this matter.

Sincerely,

***************************
Regulatory Complaints Specialist
******************************************************
Initial Complaint
Date:11/10/2022
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 new appliances and purchased a Sears Protection/Transformco warranty. I had a issue with my GE dishwasher leaking and I reached out to ***************) on Oct 27th 2022 to set up service. The rep couldn't find any service providers in my area and said it would be escalated for review. I called back on Oct 31st and they apologized and said there was no providers to book a apt and to call the protection division at ***************). I spoke with them on Oct 31st and they said to find a local service provider and I would be reimburse instead. I called back on Nov 3rd to let them know I had found a provider. They said to call back to submit my bill for processing. I called on 11/10/22 to follow-up and I was told no, I wouldn't be reimbursed. That the prior reps never processed my case to the proper backend team so no case number was created and no prior approval was processed and nothing can be done. I did nothing wrong, but because their reps didn't follow a internal process multiple times I will not be refunded the $232.41, from a protection plan I pay for.
Business Response
Date: 12/22/2022

December 22, 2022

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

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

Dear BBB Customer Relations:

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

Firstly, we apologize for any inconvenience or frustration that **************** may have experienced. We reached out to our contract department to assist with Ms. ******* concern. The calls were reviewed and found that on October 31, 2022 an agent offered **************** reimbursement to hire a local provider to service the dishwasher. Unfortunately, the agent did not create a case noting that the offer was made and did not emailed **************** the required authorization. We want to assure **************** that our management team has been notified and it will be handled internally.

The reimbursement request for $232.41 has been approved, and **************** should receive the check within 2 4 weeks. 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

Customer Answer
Date: 12/30/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,
**************;
*******************************
Initial Complaint
Date:11/10/2022
Type:Delivery 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.
Placed order on Sears website. Under the impression it was Sears. Ive certainly done online purchases in the past. No problem. After order placed, never heard anything regarding shipping information. No updates. Even after repeatedly asking. Finally, I got a little creative, as though I was on to them. I suddenly received the item. Not what I ordered. When I received the item was wrapped in wrinkly envelope, that looked like those black Hefty trash bags. Very unprofessional. There was no packing slip or any paperwork attached, like you normally receive with orders. The package return address only had the name **** and the only physical address was on the envelope. No return instructions. No email - nothing. I immediately returned the item to the address (next day) that was noted on the envelope. Even the tracking was strange. It showed a final destination of *******. However, I am in **********. The package tracking, literally showed that it was in **********, then suddenly *******. In addition to that, delivery date unknown popped up on the tracking info. That went on for days. Then, eventually deliver to me close to the end of September. The order date was September 4th, with an approximate shipping date of September 10th. Mind you Im patient, understanding and have my own business as well. And understand that shipping problems do occur. However, I was unable to communicate, track or follow up this process from September 23rd. through October 1st or 2nd. when the package arrived. I even wanted to cancel the order but couldnt. There were no instructions. No options on the app/website for this. I literally had to wait until the item was delivered. Which I did. I returned the item **** has not contacted me. It turns out that this is a third-party that supposedly, Sears allows to sell from their site but takes no responsibility in transactions. Name of this so-call business - My *** Store - Marketplace
Business Response
Date: 12/24/2022
December 23, 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.

The correspondence ****************** provided us with did not include enough identifying information to locate the order mentioned in her complaint. We ask that ****************** provide the email address she used at the time of placing the order online and/or an order confirmation number. Since we do not have enough information to facilitate a resolution, we will need to close this issue pending the receipt of more identifying information for *****************. At that time, we would be pleased to re-open Ms. *********************** Should ****************** have any questions, she may contact us via email at ********************************************************* the interim, we have noted ****************** concerns and we respectfully ask to have this matter closed.

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

Sincerely,
Regulatory Complaint Specialist
TransformCo
Initial Complaint
Date:11/10/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a washer and dryer online (Order #*********) for our new home. The dryer sent was gas, and they were going to switch it to an electric dryer. We had the washer there and the first time it ran - water can from the back of the unit. When we looked online, we were told we had to return the washer to the local store in ******* to get a refund. We have been waiting for a few weeks without any update. When I click on my order number it says it is not found. There is no phone number for us to actually talk with someone and the only online chat individuals want me to pay them $1 to file our complaint. I would like my $1,311.48 refunded to me.Thank you,********************
Business Response
Date: 12/28/2022

December 28, 2022

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

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

Dear BBB Customer Relations:

This letter will acknowledge receipt of the above referenced customers follow up complaint, which was referred to our office for response.
This matter has been forwarded to the appropriate Sears unit for investigation. Upon completion of our investigation, your office will receive a response to confirm resolution of the complaint. Please feel free to contact me if you have any further questions or concerns.
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
imx integrated member experience

Customer Answer
Date: 12/30/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory as a first step for correspondence, as it is difficult to contact anyone about the status of my September delivery and return. At this time, I find this next step is acceptable and will look forward to hearing from the company to rectify this situation.

Sincerely,

*****************
Customer Answer
Date: 02/20/2023

Complaint: ********

I am rejecting this response because:
Hello!

Complaint #********

I am very concerned as I agreed to the resolution of getting a refund for a washer and dryer I returned back in September, and I am still waiting on my money. On December 28th, I was told the company would be reaching out to me. I have waited 7 weeks and I have not heard anything - how do you suggest I proceed?

Thank you,

****
********************, Ed.D.

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

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

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

Dear BBB Customer Relations:

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

After reviewing ************** complaint, we would like to clarify that since the selling store is now closed,we are not able to confirm the allegation that ************ returned the appliances in question back to the store. In ************** complaint, she stated she returned to the original selling store with the appliances in question. If the product was returned at store level, a credit would have been issued back to ************** original form of payment. Based off the aforementioned, we are not able to honor ************** request for full reimbursement. 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
Customer Answer
Date: 03/16/2023

Complaint: 18233131

I am rejecting this response because if this matter would have been handled when I first contacted the store and then told me to go on the website, which is not user friendly, it could have been handled in September of 2022. Furthermore, when I contacted the Better Business Bureau initially, the store was still operational, and I could receive the $1,311.49 for order ##*********. Your reason I am not afforded my hard-earned money for returning a washer and a dryer because the store is closed and there is no way to prove this further exemplifies the unfortunate business practices.
Inventory from your store - purchases and returns - is the responsibility of your company to track. Your store records should adhere to basic business practices, which includes tracking inventory. Your website states anything purchased online needs to be returned to the hometown store, which my husband and I did. We then continued for weeks to attempt to contact someone, including going down to the store during our workday in ******* ******** to find a different method to get our return. The employees said, all you can do is call the 800 number or try the help chat on the website, which continues to go in circles and does not help anyone - and they stated this to **.
How can your business not retain the records, and if your Hometown Sears employees did not keep up the inventory appropriately, how is this my burden or my 'learning moment' costing my family $1,311.49 when we were persistent using the direction of your website (included below) - we were well before the 30 days - the dryer never made it to our house, and the store itself came back to pick up the washer:
****************************************************************************************************************************************************

I am sorry your business continues to have issues and you had to close and liquidate more stores and are filing for bankruptcy; however, I am one who your business did not return my money for the products we never received at *********************************************************************** We instead had to purchase outside of ******* at the *******************.

Your business' record keeping, or lack there of, should not be at my expense.

Sincerely,

********************
Business Response
Date: 04/24/2023
April 24, 2023

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

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

Dear BBB Customer Relations:

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

After reviewing ************** response, we did not find that she has brought forth any new information towards her complaint. As stated previously, if the merchandise was returned at store level, a credit would have been issued. In addition, ************ also had the opportunity to file a dispute with her credit card company and chose not to do so. Since our decision remains the same, 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: 04/29/2023

Complaint: 18233131

I am rejecting this response because: first, the Hometown Sears Store stated because we purchased the items online, they could not refund ** for the returned items - this would have to be resolved with the online store. The woman provided ** the website and 800 number and said 'good luck' to my husband and I when we went into the store to ask about our refund again. As I normally would pursue resolving an issue through my credit card, the delay in when I purchased it to when we continued to get an answer from your online store, the time limit was prolonged to navigate this avenue. As I stated before, you as the company have the responsibility of providing the appropriate paperwork, which seems to be lacking in all customer purchases. Your ********************** would have the paperwork stating the dryer was incorrect (gas instead of electric) and then the washer being returned since an electric dryer could not be received for many months to *******, **. Because of this, the store employees told ** to pursue our refund online and as we continue to pursue getting the $1300 plus dollars back for merchandise we do not have - your store should have this paperwork.
The previous owner got everything from Sears because it was local - she took the washer and dryer with her to her new house, but she got the refrigerator and oven and microwave from Sears. As you can see - here are our appliances including the Amana washer and dryer from Menards since Sears could not get ** a washer or dryer set. I just had to order a water and air filter for the Sears refrigerator, and I never received a receipt online as promised. As well as the air filter sent to me was incorrect. Please know the lack of sending receipts is a continual problem with your online company, as well as refunding items once returned.
This is a service issue and your blame on me as a customer, when I continue to try to get my money back. The money your online store took and did not refund me where your website tells us online orders being returned should go back to the nearest HomeTown store. We followed your website's directives and we are still waiting for our $1300 we are afforded. I look forward to receiving the funds never refunded to me from the items returned.
Sincerely,

*******************
Business Response
Date: 05/09/2023
May 9, 2023

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

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

Dear BBB Customer Relations:

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

After reviewing ************** response, our decision remains the same, no credit will be issued. Unfortunately,we are not always able to arrive at a resolution that would meet with a consumers complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. Since our decision is final, 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:11/10/2022
Type:Order 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.
Contract Number: ******** Property Address: ******************************************************************************* Payment amount: $75.00 Payment date: 11/09/2021 Confirmation#: 43195Z They cancelled the contract without my knowledge on 12/22/2021 and charged me $347.14. Since they cancelled my contract without a reason, I should not even pay the original fee of $75 and the monthly fee on 10/9, 11/9 and 12/9. They are $49.99 each month.The total should be $599.11.I called the service they told me I called to cancel which was a lie. I just bought it on 10/9 why would I cancel it just in couple months to waste the money for the penalty?! I just did not expect that so I didn't pay attention on my email inbox. This is a fraud and should not be allowed in the country!!!

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