Complaints

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

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  Transformco

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

  
• 

  Transformco

  17550 Halsted St Homewood, IL 60430-2006

  
• 

  Transformco

  1235 Worcester St Natick, MA 01760-1512

• 

  Transformco

  2306 N Salisbury Blvd (WICOMICO) Salisbury, MD 21801

• 

  Transformco

  200 Kent Lndg (QUEEN ANNE'S) Stevensville, MD 21666

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:11/10/2022

  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!!!

• Initial Complaint

  Date:11/10/2022

  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.

  Cannot contact Sears Home Repair in Staten island about our oven repair. We paid for the part and it was delivered, they verified appt. for NOv. 10, 2022 on Nov.9, 2022. Today, Nov. 10, 2022, they emailed telling ** the appt. is now for Nov. 17, 2022. When we went to the address on *********************************** there was no Sears home service.We cannot reach a person to get an answer. We have paid $446 for the part and repair on our charge card, and have since paid the bill. How can we get the oven fixed?

  

  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.
  
  After researching the service history, we found that service was completed on November 17, 2022, for the range. If ************************ is dissatisfied with the service technicians findings, she may go back to Amazon Connect IVR to open a new call as we have performed repairs to her appliance as an authorized service provider for his warrantor. We are unable to obtrude upon her warrantors actions and recommend that she contact them directly regarding the terms and conditions of his warranty agreement.  
  
  We apologize to ************************ for any inconvenience she has experienced and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
  
  Sincerely,
  
  Regulatory Complaint Specialist

• Initial Complaint

  Date:11/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a Master Protection Agreement with Sears on my washer. My washer stopped working on 9-2-22. The Protection Agreement Number is ***************. The technician came out on 9/8/22, but could not repair it. He ordered a timer. He came back on 10-11-22, but the timer that was ordered did not fix the problem. I was told at that time that my washer could be replaced according to my Protection Agreement. I have since called 5 times trying to get an answer on when all of this would be approved and I could order a new washer. It has been assigned the following case number: *******. I need my washer replaced and I am very tired of being told that I would hear from someone in 3 to 5 days and this never happens. I have asked to speak to a supervisor, but have been told this is not possible. I really don't know what else I can do. Any help would be greatly appreciated.

  

  Business Response

  Date: 12/13/2022

  Please see the attached response.

• Initial Complaint

  Date:11/09/2022

  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.

  Have protection agreement with Sears under my father's name ***************************. Refrigerator stopped working Sept 14, 2022. To old to repair. Picked out new refrigerator on Sears.com. Sears gave $711.00 toward replacement. We paid additional $83.96 for the difference total price $791.99. On September 17th placed order. **************. Scheduled delivery October 12. On October 11th got a call from ***** at Costo they do not have refrigerator at their warehouse yet still waiting for delivery. Reschedule for October 18. Rescheduled for November 1st. Rescheduled for November 9th. Keep bring told they will expedite request . Made numerous calls getting no answers as to were refrigerator is. Old refrigerator protection agreement expires in February. It was transferred to the new refrigerator that I don't have yet and no one knows when I will receive it. They do not extend protection agreements so I have a protection agreement on a refrigerator that's out there somewhere but not at my house.Sears protection phone number **************. My claim #******* Scheduling phone number ************** Delivery #************ ***** from ****** called ID number comes up ************ **********, **. I called call doesn't go connect. I tried to call Kenmore manufacturing its automated and was transferred to Sear.com I hope you can help me resolve this problem. Thank you

• Initial Complaint

  Date:11/09/2022

  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 had Sears warranty for over 2 years, paying ***** monthly. I requested a service technician come out for my washer, after coming out, an order was placed for parts. The main part being a pump, which is on back order and there is no expected date of availability. I have been given the runaround by multiple reps, different time frames, told multiple times that it was being escalated, and to email. None of which has produced a ************** is going a month and no one knows anything. I have been hung up on and lied to by customer service reps and the operator, and also told that I could not speak to a supervisor.

  

  Business Response

  Date: 12/23/2022

  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.
  
  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.
  
  When we received ********************** complaint, we forwarded it to Cinch and they are committed to fairly resolving any issues we send to them but they will enforce the terms of the contract. Cinch indicated that per the reports they have, the technician cleaned out the pump hose and replaced the door boot completing repair on December 19, 2022.  
  
  If ******************** feels they did 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, 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.
  
  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:11/09/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased new Kenmore dishwasher and ************** Agreement for the dishwasher 11/21/2017. In August 2022, the dishwasher stopped working and we called Sears service department. Since that time, Sears has:-falsely informed us our dishwasher was no longer covered under warranty-signed us up for new coverage and attempted to charge us for terminating new coverage upon revelation and notification of active ************** Agreement -sent multiple service personnel on multiple dates requiring us to miss work for entire days with no resolution-informed us a repair could not be complete because we had not received an order for a product Sears placed with **** -attempted to repair our dishwasher with used parts/ equipment Sears found on **** -repair technicians did not show up for scheduled appointment 11/8/2022 for which homeowners stayed home to assist-homeowners repeatedly asked about replacement and were refused information multiple times -no answer has ever been given to us about replacement-Sears supervisor, ******, refused to speak to homeowners stating there is a process to speak to him, and he would return their phone call and did not -on 11/7/2022, Sears supervisor, *****, refused to speak to homeowners saying she was on another phone call and would return the call to homeowners and did not-Multiple Sears phone representatives hung up on homeowners during phone calls-required homeowners to repeat phone calls through unreasonably cumbersome Sears phone system with no direct line of communicationSears has broken their contract to either repair or replace our dishwasher that we paid for in 2017, and have inflicted undue hardship and stress on the homeowners as we tried to enforce the agreement. We request a full refund of the purchase price due to broken contract on the part of Sears so we can sever ties with the company, end our countless lost working hours to useless phone calls and technician visits, and so we can move forward.

  

  Business Response

  Date: 12/16/2022

  
  
  
  
  
  
  December 16, 2022
  
  
  
  Better Business Bureau
  Customer Relations
  330 *****************************************************************************
  
  Reference File # ******** *************
  
  
  Dear BBB Customer Relations:
  
  We have completed the investigation of Ms. *** complaint regarding her dissatisfaction that the dishwasher repair was not completed in a timely manner through her protection agreement; and her request for a refund.
  
  Firstly, we apologize for any inconvenience or frustration that ****** may have experienced. We reviewed the service order and case notes related to the dishwasher. According to our records, ******** requested service on September 23, 2022 and service was scheduled for September 27, 2022. The technician assessed the dishwasher, ordered parts and scheduled to return on October 7, 2022. Unfortunately, some parts were on back order from the manufacture. We would like to note that the pandemic has created a parts delay issue. When a part is on back order, our parts research team will reach out to other providers to locate the part. On November 1, 2022 the tech returned and installed the parts, but the dishwasher continued to have problems, and he had to order a complete sump pump assembly. On November 15, 2022 the technician reported that the wrong part was delivered. At this point, the management team decided that the unit would be uneconomical to repair, and submitted a replacement request. On November 29, 2022 a replacement dishwasher was ordered for ********. 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: 12/21/2022

   
  Complaint: 18378953
  
  I am rejecting this response because: the offer referenced in the companys note is unfulfilled and there is no resolution scheduled. The statement, we have addressed the issue in the companys note is false and misleading.
  
  
  At this time, although Sears previously offered a new unit, they have so far delayed delivery and installation twice. They even advised that we could change our selection since the one selected has not been available. 
  
  
  On 11/25/22, Sears offered to us a replacement and scheduled for it to be installed 12/17/22. 
  
  
  On 12/15/22, Sears left a voicemail delaying installation, requiring us to call them to reschedule. We called and rescheduled for 1/3/23. 
  
  
  On 12/18/22, Sears left us another voicemail stating the dishwasher is on backorder and informing us there is a procedure to order a different one since this one was unavailable, and requested we call Sears.
  
  
  Yesterday, 12/20/22, we called and spoke with multiple very confused Sears personnel, none of whom could determine whether our original choice was even still an option, nor how to correctly change our order, nor any other logistical information such as delivery and installation date for either scenario. This call took approximately an hour of our time.
  
  
  Today, 12/21/22, we received a voicemail stating decisions from yesterdays (12/20/22) phone call could not be completed until we called them back. 
  
  
  Again.
  
  
  The inordinate of time it is taking to work with Sears on this issue is unacceptable, and continues to cost valuable time and effort on our part.  Typical calls to Sears last approximately an hour, much of the time being spent on hold and transferred to different people even within the same department -multiple times, being cut off by Sears. Additionally, it is impossible to speak to the same representative twice to alleviate massive amounts of confusion on the part of Sears.
  
  
  As our complaint has yet to be resolved, we reject Sears response and, again, request full reimbursement for the dishwasher valued as it would be today. 
  
  
  We want to use the funds that are refunded to us by Sears to purchase a dishwasher with a reliable and trustworthy company, not Sears.
  
  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 Ms. *** rebuttal to our response regarding her dissatisfaction that the dishwasher repair was not completed in a timely manner through her protection agreement; and her request for a refund.
  
  We received Ms. *** rebuttal and apologize that the ** dishwasher order delivery was delayed by the manufacturer. Unfortunately, the pandemic has created manufacturing issues causing delivery delays, and we have no control over manufacturing delays. As ******** mentioned on her rebuttal, due to the delivery delay, she was offered the option to select another dishwasher model. According to our records, on December 29, 2022 ****** selected a different model and installation is currently scheduled for January 4, 2023. With that being said, since we have addressed the issue brought forth in Ms. *** 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: 01/08/2023

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

  
  I spoke with Sears **** ******* on 12/29/22 to select a different dishwasher because we learned from Sears our initial selection was not available. ****** was knowledgeable and helpful. In less than a week, our new selection was delivered and installed, and it has been in excellent working condition these past four days of use since installation.

  
  The installer was professional, quick, clean, and brought his own equipment to ensure he did not damage our flooring or cabinetry (the repair men who came before always asked us for towels to place on the floor, and made us sign a waiver in case they damaged our home). 

  
  The new dishwasher is of excellent and reputable make and model. We sincerely wish all interactions with Sears on this matter were similarly productive and efficient. At this time, barring any unforeseen issues with the dishwasher that would involve Sears, we are satisfied with this resolution in lieu of the refund we initially requested.
  
  Sincerely, 
  
  *************

• Initial Complaint

  Date:11/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a sears home warranty contract. A&E is the service provider that is owned and operated by Sears. The washer broke down and service was called and the first visit to house was Oct. 25, 2022(*****). it was determined that part was needed and ordered. ***** came back Nov.1,2022 to put part in. ***** installed part and left, washer did not work so I called back and service was rescheduled for next day but they never showed up. They rescheduled (Nov. 3rd) and different technician came and said that personality coded was not put in. He said he put code in and checked dial but never cycled the washer and left. I immediately called when it did not operate which is very hard because call center is located in ***** or ********. They told me since technician had just left, he would return at end of day but he never came. I have tried more than 10 different sears warranty numbers and they all have failed to come back and fix washer because call center had no claim number because as each technician left the house they closed the claim. Because I could not reach them by phone I tried their email address aesolutions#email.******************** and have documented correspondences (three emails) that explained that this washer was never fixed. I was upset and could not get anywhere with them. All they said was the technician said it worked. They never offered to come back and fix the problem. I really believe that they mis-diagnosed the problem. i have been by email for three days and not getting anyone to come out or offer to come fix this appliance. I was tired of almost three weeks without a washer and have purchased another one to be delivered Friday Nov 11th. They have had ample time to fix this appliance that I could at my decision cancel the new washer but they have made no attempt to correct the problem.

  

  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.
  
  Since ******************** has had a *** since 2019 we have forwarded this complaint over to our direct contacts at Cinch and they are committed to fairly resolving any issues we send to them but they will enforce the terms of the contract. If ******************** feels they do not take care of this issue or that they still have a valid dispute against the terms of this coverage, they are also able to file a complaint directly against his Sears Home Warranty/Cinch by filing with the ******* BBB.Prior to doing so, Cinch does state on their BBB site:
  
  If you are considering filing a complaint through BBB, Homesure of ******** **** would like customers to contact their customer service ********************** at **************. Homesure staff are available to support you from 8 a.m. - 5 p.m., (ET) Monday through Friday. General Support for new and existing claims is available 24/7 using the primary contact number associated with your warranty.
  
  With that said, since we do have them working on ******************** issue we have entered this information to close this out on our end as there is nothing further we are able to do since we do not administer the contract.
  
  
  
  Sincerely,
  
  *******************************
  Regulatory Complaint Specialist
  **********************************************************
  

  Customer Answer

  Date: 12/07/2022

   
  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,
  
  ******* (******************

  Customer Answer

  Date: 12/29/2022

   
  Complaint: 18376869
  
  I am rejecting this response because:

  To whom it may concern
  
  We had reached an agreement in the resolution process and Cinch was supposed to send a check in the amount of ****** for the replacement cost of my washer. I had sent all needed receipts and confirmed that they would send me a check in late November 2022. I called back to them and talked to ***************************** on 12/06 and again 12/20 that I had not received my check.
  
  Sincerely,
  
  ******* (******************

  

  Business Response

  Date: 01/03/2023

  BBB Customer Relations
  **********************
  330 ******************., Ste. #****
  *******, **  60611
  
  Re:  #******** - ******* (******************
  
  Dear BBB Customer Relations:
  
  We have completed the investigation of Mr. ********* rebuttal.
  
  We have reviewed both our response and Mr. ********* rebuttal, and as stated in our closure letter submitted on 12/5/2022 **************** has any issues with his warranty coverage he will need to address it with Cinch HomeSure directly. We provided instructions on how to proceed via Cinch HomeSures escalation process.
  
  TransformCo can do nothing for Mr. ********* on this issue. To continue to insist we do so is much like insisting the **************** do something about your Water Bill or Service. We have no power over *********************** actions or promises. We do not know how much more we can stress that Mr. ********* will need to address his matter with Cinch HomeSure. Although we have passed on Mr. ********* rebuttal to our contacts at Cinch this case remains closed with TransformCo/Sears.  
  
  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
  **********************************************************