Complaints
This profile includes complaints for Transformco's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 6,248 total complaints in the last 3 years.
- 2,118 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/07/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We purchased a refrigerator 5 years ago. The refrigerator has stopped working. There is a recall (warranty) on the compressor. We have waited and waited. Its been 2 months and Sears cant come until Dec 3rd. That 3 months with no refrigerator.
Business Response
Date: 12/20/2022
December 20, 2022
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.
In order to investigate and respond, we had to reach out to our service unit for assistance. Our records indicate that a December 03, 2022, the repairs to ******************** refrigerator were completed. Should ****************** have any additional questions or concerns, she is welcome to contact me via email at ************************************************.We apologize to ****************** and appreciate the opportunity to address this matter.Please feel free to contact me if you have any further questions or concerns.
*********************
REGULATORY SPECIALIST, Regulatory Complaints
Transform SR ***************************Initial Complaint
Date:11/07/2022
Type: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.
Our range that we originally purchased from Sears in **** stopped working back in July 2022. I have been a long-term subscriber to the Sears Master Protection Agreement contract renewing it every couple of years. When I called their ***** number a repairman came to the house on September 20, 2022 and told us the problem was in the control panel (the oven stopped warming up once it reached 150 degrees). He also said it was very unlikely they would find the necessary parts to fix the range due to its age. I never heard back so on September 26, 2022 I called the Protection Agreement ************** and they confirmed the parts could not be found and they would be replacing the range with a comparable one. My replacement case # is *******. Since the, I have called them back 3 times in October and was told each time to be patient and look for an email with instructions. It is now November 7, 2022 and I have heard nothing. This has been going on for 3+ months. So with Thanksgiving in a few weeks followed by the holidays, we decided we have to have an oven to bake with and cannot wait any longer for Transform ** to respond. So we are planning to purchase a new range this week. What I am requesting is a refund of the cost of a new range we are about to purchase (~ $1300) and a refund of the protection agreement contract I just renewed for 2 years ($699.11). I no longer want anything to do with Transform ** products/services and/or Sears (which I know was in bankruptcy until very recently). My Master Protection Agreement contract # is *************** and expiration date of 9/16/2024. At the time the range stopped working it was still under warranty with the last contract. Please let me know if you need further information and thank you for any assistance in resolving this dilemma.Business Response
Date: 12/27/2022
Please see the attached response.Initial Complaint
Date:11/07/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We made an appointment for someone to look at our clothes washer. Upon making the appointment, Sears charged me $1. I was told the remaining amount would occur once the man arrived. The service person called. It was determined through conversation that he would not be needed as the repairs were told by him would be too expensive. We declined any service appointment. The letter we received references the following information:Service Number: *************** Account &Payment ID: *************** bill states I owe $139.06 for services not rendered.Business Response
Date: 11/29/2022
November 29,2022
Customer Relations
**********************
330 ****************., Ste. #****
*******, ** 60611
Re: # ******** *********************
COVID-19 Impacts: Due to the ongoing COVID -19 pandemic, we are experiencing longer than normal response times to work with a representative. We have been impacted by the global supply chain shortage which has caused delays in processing concessions and benefits. The pandemic has also impacted repair services, availability of parts, and delivery of replacement products. We apologize for any delays and inconveniences resulting from this pandemic. We are doing our very best to provide the services as safely and quickly as possible. We appreciate your patience.
Dear BBB Customer Relations,
We have completed the investigation of Mr. ******* complaint regarding the bill that he received for the trip charges for his washer.
First, we would like to apologize to **************** for failing his expectations. We do not take these matters lightly and we sincerely regret any inconvenience.
We had contacted our accounting department, and it looks like our automatic audit system did not find the merchant credit payment for the original charge, so it generated a bill.
We determined that the bill was closed incorrectly, since the service call was not completed. So this bill was closed out on November 9, 2022.
His account was noted as paid in full. So his bill was removed and if he receives any further correspondence dated after November 9, 2022, related to this debt he is welcome to email me for further assistance at **************************************** , we dont report our collection efforts so our billing would not have any impact on his credit history or score. With that said, since we did provide **************** with his requested resolution, we have closed our file.
We apologize for any problems or frustrations that **************** may have experienced with Sears. We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints. Please feel free to contact me at **************************************** if you have any further questions.
Sincerely,
*************************
Regulatory Complaints SpecialistInitial Complaint
Date:11/06/2022
Type: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 service protection agreement with Sears Home Repairs. My Kenmore Boiler which heats my house needs to be replaced with a new boiler, which is covered under the service protection plan. On May 1, 2022 the service repair person initiated the Paperwork needed to get the boiler replaced. I have called over ********************************************************************************************************************* sept 2022 they made me buy a new service protection plan because they said even though it was covered under the old plan, I would not get the boiler replaced. Its been 3 months since the intial ticket was put in to replace the boiler, but because no has done anything the service plan ran out on sept and I had to spend another **** to renew it. Now its Nov 3, 2022 and I still have not had a new boiler installed. There is no one I can tally to because I keep getting bounced around from department to department. Each department keeps telling they have escalated the case and I should wait **** business for a resolution. Now its cold and my grandmother who is 75 years old has been sick cause we have no heat in our house. They tried to send anothet repair person to my house on Nov 2, 2022. I called out of work and then no one showed up. I am completely broken at this point and I dont know what to do. I paid for this service. A Boiler cost $10,000. They have taken my money for years and now refuse to replace my boiler. Right now this is criminal that I have paid for service that not only have not provided but are dragging it out so I have to keep my protection agreement current.If needed I can provide you with my prtection agreement and my phone records. Also the technician visits.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 ******************** complaint regarding the problem she encountered with the repair/replacement of the boiler through her protection agreement.
Firstly, we apologize for any inconvenience or frustration that ******************** may have experienced. We reached out to our HVAC replacement team for assistance. We received confirmation that the boiler was approved for a replacement and a new unit was installed on November 30, 2022. With that being said, since we have addressed the issue brought forth in ******************** complaint, we have closed our file.
We apologize for any problems or frustrations that ******************** may have experienced with Sears. We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints or problems whenever possible. If you have any further questions, you may contact me at **************.
Sincerely,
***************************
Regulatory Complaints SpecialistInitial Complaint
Date:11/05/2022
Type: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 place an order for kenmore *****, item 046*****000 since 10/10/22 and scheduled delivery date is 11/1 but they didnt call me to confirm or reschedule until I call them on delivery date and find out that my delivery will be rescheduled on 11/7 and customer service promise I will have my merchandise on 11/7 for sure but today 11/4 I received emails said that my order was cancel for no reason. I have been waiting for almost whole month for my Refrigerator and now they just cancel my order. I feel this is a scam customer money because they put a super sale item out for customer to purchase and pay the money, they collect the money keep it for whole month and come back tell customer your order cancel will refund within **** business day. This is a scam advertising try to use customer money to generate your business.Business Response
Date: 12/22/2022
December 22, 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 experienceInitial Complaint
Date:11/05/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I made a scheduled repair on 10/10/22 to my refrigerator with my brother ***************** and Sears sent a technician to diagnose and repair. He stated he can fix the problem and guaranteed that it will be fixed. When the part arrived (compressor) he Installed it and the refrigerator did not work. We called the customer service ************* to get a refund but they stated that they will not compensate us because we did not purchase a warranty through them.Attached image is our service number To reach me call **************Business Response
Date: 11/29/2022
November 29,2022
Customer Relations
**********************
330 ****************., Ste. #****
*******, ** 60611
Re: # ******** *******************
COVID-19 Impacts: Due to the ongoing COVID -19 pandemic, we are experiencing longer than normal response times to work with a representative. We have been impacted by the global supply chain shortage which has caused delays in processing concessions and benefits. The pandemic has also impacted repair services, availability of parts, and delivery of replacement products. We apologize for any delays and inconveniences resulting from this pandemic. We are doing our very best to provide the services as safely and quickly as possible. We appreciate your patience.
Dear BBB Customer Relations;
We have completed the investigation of ************** complaint regarding his dissatisfaction with the repairs on his refrigerator.
Upon receiving ************ complaint, we reviewed the notes in our service regarding his refrigerator repair. Since it appears that the repairs were not successful,we submitted a refund request for $604.13. Charges were refunded to him back to her card ending on **** on November 29, 2022. He should be aware that it could take his card issuer anywhere from 1-5 business days to post that refund to his account depending on their policies governing refunds, and if he has not received it within that timeframe he is welcome to email me for assistance at ****************************************. With that being said, since we did provide ************ with his requested resolution, we have closed our file. .
We apologize for any problems or frustrations that ************ may have experienced with Sears. We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints. Please feel free to contact me at **************************************** if you have any further questions.
Sincerely,
*************************
Regulatory ******************************************************* CorporationInitial Complaint
Date:11/05/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a refrigerator from Sears in July 2017 along with an extended warranty. In May of this year I noticed my food wasn't cold/frozen and upon placing a wireless thermometer in the refrigerator and freezer it confirmed that it wasn't staying cold. The temperature was going into the 40's. I called for service and they came out 2 weeks later and cleaned it saying that would fix it. Four days later the temperature went into the 40's again so I called and they came out 2 weeks later ordering several parts. After replacing the parts, within a week the temperature again was going up to the 50's. They had been to my house 3 times in 2 months and they told me I was eligible for a new refrigerator because of all the trouble. When they transferred me to a different department I was told a Level 2 technician had to come out and condemn it. When he came out, he was the same technician who ordered the first set of parts, he said we now needed a new compressor which was installed on July 26th. Throughout the months of Sept. and Oct. the temperature has gotten as high as 60 degrees. I called them on Oct. 25 to come out and fix it again, or condemn it, to which I was told it was out of warranty by a day. After spending over an hour and 15 minutes with them on the phone, and being hung up on, I was told I could buy an extended warranty for several hundred dollars. I was offered this before and was told it would cover my second refrigerator however when I received the policy via email it specifically stated it didn't cover second refrigerators. When the person was selling me this I asked him 5 times if it covered my second refrigerator and 5 times he said Yes...that was a lie. When I called back I asked to talk to a manager or supervisor and was told none were available but they could have one contact me but that would be 48 - 72 hours. It has now been 10 days and I still haven't been contacted and my refrigerator is still warm. The amount of food I have lost is astronomical.Business Response
Date: 12/05/2022
BBB Customer Relations
**********************
330 ****************., Ste. #****
*******, ** 60611
Re: *********************
18362439
Dear BBB Customer Relations:
We have completed the investigation of Ms. ******* complaint regarding her refrigerator and found the following;
Under SC# ************ **************** bought 2 refrigerators in 2017. She got a 5 year *** at the same time. Both were delivered on 7/6/2022 therefore the start of coverage.
**************** did get a SHW in May 2022 before either *** went out by 2 months. **************** canceled this the next day due to only one refrigerator being covered.
Below are the notes from Cinch:
CALLER : *********************
REASON FOR CALL: SHE RECENTLY OPENED THE WARRANTY AND SHE WAS TOLD 2 REFRIGERATOR ARE COVERED
REASON DETAILS: ALSO SHE WAS NEVER WAS TOLD ABOUT THE DEDUCTIBLE FEE$75
ACTION TAKEN: I EXPLAINED HER HER HOW WORKS THIS WARRANTY //WHAT IS COVERED // I EXPLINED HER HOW WORKS THE DEDUCTIBLE FEE // SHE SAID SHE WAS LIED AND SHE ARE NOT INTERESTED ANYMORE // SHE WAS TOLD $49.99 FOR THE WHOLE YEAR// CXL AS REQUESTED // SENT CXL CONFIRMATION
PYMT DETAILS: I DISABLE THE PAYMENT MADE TODAY OF$49.99 WITH CARD X** 8987
Meanwhile under SO# ****/41277372 (opened 6/27/2022 closed 7/26/2022) we replaced a compressor under the *** for the Kenmore Elite model # ***********. The *** ended on 7/6/2022 and there is no evidence of any calls from the customer until 10/25/2022 to ********************** Home ********************.
There is no 90 day guarantee for *** services. There is also no evidence that she ever used the yearly *** covered maintenance cleaning for either refrigerator, which is recommended, nor does either refrigerator have any manufacture warranties remaining. Ms. ******* could have renewed the ***s when they expired on 7/6/2022 or any time before that from May 2022 on when they were informed the ***s would be expiring soon. Unfortunately **************** decided to not do this therefore any service repairs needed at this time would be at the full cost of ****************.
Since we have addressed this issue and explained why **************** has no service coverage on her refrigerator and we are not able to honor her request to a replacement or free repair, we have closed this case.
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 Complaint Specialist
**********************************************************Customer Answer
Date: 12/06/2022
Complaint: 18362439
I am rejecting this response because: Once again I'm being lied to. I was told after every part that was installed that there was a 90 day guarantee on that part/service. Even the customer service representative reiterated this on my call with them on 10/25. Clearly this company no longer values customer service and continually lies to their customers. I'm still 'waiting' for the customer service manager to call me back (which I suspected would never happen based on how the conversation was going). I know that no further action will be taken regarding this complaint since the company makes their rules up as they go along to suit themselves. I'm disappointed in their response and equally disappointed that my investment in their refrigerator worked for less than 5 years.
Sincerely,
*********************Initial Complaint
Date:11/04/2022
Type: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 a Kenmore refrigerator(111.73032910) in March 2020. The refrigerator quit working a month ago and requires a box inverter board(30105-0052100-00) to repair it. Kenmore indicates that this part is no longer manufactured and has no replacement. This fairly inexpensive part renders this relatively new refrigerator useless. The product was manufactured by Daewoo which is owned by Winia USA. Both of these companies offer no support or parts for this Kenmore product and refer me to ********************** ************* reiterates no ********************** parts available and no replacement. This is what fills our landfills throwing away a durable appliance after two years. Kenmore should support their products for more than two years.Business Response
Date: 12/06/2022
December 6,2022
Customer Relations
**********************
330 ****************., Ste. #****
*******, ** 60611
Re: # ******** *************************
COVID-19 Impacts: Due to the ongoing COVID -19 pandemic, we are experiencing longer than normal response times to work with a representative. We have been impacted by the global supply chain shortage which has caused delays in processing concessions and benefits.The pandemic has also impacted repair services, availability of parts, and delivery of replacement products. We apologize for any delays and inconveniences resulting from this pandemic. We are doing our very best to provide the services as safely and quickly as possible. We appreciate your patience.
Dear BBB Customer Relations;
We have completed the investigation of Mr. *************;complaint regarding his dissatisfaction with the part needed for his refrigerator and have been unable to find it.
As clarification, the purchase only had an option of a refund or exchange within 30 days of the purchase date. After that it was covered for one year under the manufacturers warranty for any defects in material or workmanship. Since ****************** purchase was over one year ago, that means he no longer has warranty coverage so a repair or replacement at no cost is also not an option available. We have many customers that buy our service contracts or home warranties just in the event that their appliance fails outside of their warranty and it would not be fair if we provided this benefit for free when they have to pay for this coverage.
However, upon receipt of Mr. Larimers complaint we reached out to our Parts Escalations team to assist with Mr. Larimers concern. The parts team researched and found the part needed for Mr. ************;to fix his refrigerator. As a courtesy, the part has been ordered free of charge to him and is scheduled to be delivered today to Mr. ************;under tracking number 1Z6291WX6744297284. If ****************** has any questions, he can contact me at ****************************************************. With that being said, since we did provide Mr. ************;with his requested resolution, we have closed our file.
We apologize for any problems or frustrations that Mr. ************;has 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 SpecialistCustomer 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,
*************************Initial Complaint
Date:11/04/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am a subscriber to the Home Services which charges a monthly fee and if you have a service request there is a $75.00 additional deductible fee for a service call. On October 18th I called Sears Home Services to ask for a diagnosis for my Washer which was leaking. The floor was covered with water so before I called Sears Home Services I had a plumber check the walls etc, there was only dry wall damage near the floor. The plumber certified it was not the plumbing. Sears promptly sent out ** services who said it was the rubber gasket and that the part was ordered and would come to my home. The service man said he would be out to install on the 30th. Yesterday I called to find out the delay on the instillation and found out the repair is scheduled for November 30th. I indicated that with a leaking washer that timeframe was not acceptable and asked for another provider since it was such a simple repair. They were unable to provide another provider or get ** to hasten their repair schedule. I asked for my $75.00 back since it was not reasonable for someone to wait for this type of repair and do with out washing clothing for ****************************************************************************** managers speak directly with a customer when I requested the same. I wrote and email to *************************** CEO, and called the number for Transform Holdco, LLC at ************ where the operator doesn't answer but pushes you back to Sears Home Services Number.Business Response
Date: 12/02/2022
BBB Customer Relations
**********************
330 ****************., Ste. #****
*******, ** 60611
Re: # ******** *******************************
Dear BBB Customer Relations:
Before going further, we do want to note that due to the ongoing COVID-19 pandemic, we are experiencing longer than normal response times to work with a representative. We have been impacted by the global supply chain shortage which has caused delays in processing concessions and benefits. The pandemic has also impacted repair services, availability of parts, and delivery of replacement products. We apologize for any delays and inconveniences resulting from this pandemic. We are doing our very best to provide the services as safely and quickly as possible including our responses to complaints such as those filed with the BBB. We appreciate everyones patience.
We do sell the Sears branded Sears Home Warranty (***) to our customers and we believe it presents a great value to them as well as an alternative choice to the product specific protection agreement coverage we have carried for years and that we also continue to sell. Sometimes as part of our sale of the **** we might have a promotion that will discount the service on a non-working appliance in exchange for purchasing the *** for at least a period of time that would cost equal to the discount provided (usually a maximum discount of $150.00). If the contract is canceled before at least the discounted amount is collected in the form of monthly charges, even when no other service is used, then the promotion is invalidated and the full amount of the repair is due.
Once the coverage becomes active though 30 days after purchase, and we would note that items are expected to be in good working order at the onset of coverage and if they are not, it could be considered to have a pre-existing condition that could cause it to not be covered, we are no longer involved with the contract.The actual *** contract is issued, administered, and the obligor is listed to be, different entities dependent on the state where issued; but all are subsidiaries of Cinch Home Services. When the *** number is called, it is their customer service that is dispatching service and they make any decisions regarding replacement of product and the application of any terms and conditions of the contract, including whether something is covered or not.There are times that Sears might be the service provider used if we have technicians available in the area and provide the service needed, and other times that other service providers might be contracted by Cinch.
In this case, ****************** has had a *** since 2020. 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:11/04/2022
Type: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 Master Protection Agreement that is covering several appliances and TV's in ************* of my TV's has an issue and I have been trying to get it resolved with Sears since 8/11/22. They have told me that they cannot find a repairman to come out and look at it. The agreement states that if they cannot repair the device in a reasonable time frame it will be replaced. Everyone I have talked to since 8/31/22 has agreed that it should now be replaced since they cannot get anyone to repair it. I have been calling them every **** days and keep getting the same response - someone will contact you with the replacement details. I still have not received ANY calls from ANYBODY...if I didn't call them I wouldn't hear anything. We are coming up on 3 months now and I feel like I have been more than patient. All I am asking for is for Sears to honor the agreement and replace my TV. Please help me get this issue resolved. Thank you in advance.Business Response
Date: 12/27/2022
Please see the attached response.
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