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.
- 2,117 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:11/04/2022
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.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.
Double oven purchased at Sears HomeTown store in ************, ** on 06/25/2022 for $2024.99 I was assured that all of the parts were included with the Oven before purchase by sales Associate and when it was delivered and the contractor attempted to install it there were 2 parts missing. The lower oven vent and the lower oven cover. The associates ordered the parts and after wrong parts being shipped twice I finally got the over cover. The vent is still on backorder and apparently has been ordered a couple times. The oven has not been installed because of this so I have a new oven since June that I cannot use and Sears can't get the part. I located the part at Mid America Appliance Store, ordered it and have now received it. I contacted Sears Corporate and sked for a reimbursement of the purchase price and was denied because it was not purchased from a Sears retailer. How can I purchase it from a Sears retailer when Sears can't even get it? How logical is that? I asked the agent to speak with a manager or supervisor and was denied initially and then told one was not available. I spent $3273.09 at Sears in one day and can't use the oven and they deny me a reimbursement of $73.82 for a part that I located which they say has been on back order since June or July. This part was to be included with the oven from the manufacturer initially and you are quoting a policy to me? I will never purchase another Sears product nor will I recommend them to anyoneBusiness Response
Date: 12/07/2022
December 7, 2022
Customer Relations
******* **********************
330 ****************.,Ste. #****
*******, ** 60611
Re: # ******** ***********************Dear BBB Customer Relations:
We have attempted to make contact with ************** on multiple occasions by emailing him at ************************ but to date our emails have not been returned. Should ************** wish to discuss the matter, he is welcome to contact me via email at ************************************************. That being said, we have closed our file.
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 Complaints Specialist
O: ************
Transform SR *********************************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.
My wall oven combo needed repaired so on June 27th a Sears repairman came to my home and determined a part costing $1008.59 was needed. The repairman ordered the part and I paid in full that day. On July 5th he came back to install the new part. He then determined it was the wrong part and ordered a different part under order #********. He took the original part with him and said he would return it. Then on July 25th he came back again to install the so-called correct part, but he still was not able to get the wall oven to work. So, he advised that since he was not able to repair I would need to replace the entire unit. He took the part with him and said he would return it and Sears would be in contact with a refund. I have emailed twice to ************************************ without any response. I have called the customer service line at ************** but there is not an option to speak to a live person. They just direct you to send an email. I called the billing department at ************ and the only option was to make a payment-no option to speak to anyone. I used the online chat function today (November 3rd) where they advised that a refund was processed on Sept. 27th. I have not received any refund and when I asked for details where it was sent they said I need to call customer service, which i called and there is no option to speak to anyone. I need this resolved and a refund!Business Response
Date: 11/30/2022
November 30,2022
Customer Relations
**********************
330 ****************., Ste. #****
*******,** 60611
Reference File # ******** ***************************
Unfortunately,due to extraordinary circumstances surrounding COVID-19 we have seen delays in all areas of customer and technical service. We are also experiencing a shortage of staff and service techs due to furloughs, the illness or the need for isolation per state mandates and/or furloughs which is seriously affecting all aspects of business. Everyone is feeling the effects of this pandemic. Please be assured that we are doing the best we can with the available resources.
Dear BBB Customer Relations,
We have completed the investigation of Ms. Mitchells complaint regarding her dissatisfaction with
The refund due for the repairs on her oven.
Upon our investigation our records reflect that the refund of $750.64 was issued on October 20, 2022 via check. We reached out to our accounting research team, and we have been advised that the check was cashed by ******************** on November 7,2022. With that being said, since we provided Ms. Mitchell with her requested resolution, we have closed out the file.
We apologize for any problems or frustration that Ms. *************;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 SpecialistCustomer Answer
Date: 12/01/2022
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:11/03/2022
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.
Repair work began in July, but could not be finished - dishwasher unrepairable. Parts were returned and refund promised. Vendor tried to credit a closed account for $195.66, my bank refunded them the money. They are saying they paid me but they didn't. I have all the receipts. They are lying to me. Their customer service ********************** is reprehensible. Their staff in utterly incompetent. The person dealing with this now is *************************, either stupid or liar or both. Phone: ************, Email: ***************************************** My only desired resolution is $195.66 send to my ********** account which is open.Regards,*************** - - - - - - - - - -******************,Attached is the letter I received from **************** This should prove that there were no funds received. Here is the text of the letter:This is to confirm that the account held by ***************** at *************** was closed as of 08/16/2022. The account number in question is ***********. The debit card (****************) associated with the account was closed when the checking account was closed. No other transactions have posted to the account since the date of the closure.******************* Assistant Branch Manager/AVP ************************ ************ ***** Center ********************************************* I have also attached the bank statement from August 19, 2022, where on page 3 you can see the Account Closing Transaction on August 16, 2022.************** also informed me that this amount was returned to your company. All of the banks records indicate that the transaction was not completed, and the funds were returned to your company. It is possible that you have been misinformed by someone in your billing department.I think it is good that ************** posted his phone number here for you to call. He assured me that there is no way possible that his bank received the funds to a closed account.(continued)Business Response
Date: 12/24/2022
December 24, 2022
Customer Relations
**********************
330 ******************., Ste. #****
*******, ** 60611
Re: #******** ***************
Dear BBB Customer Relations,
We have completed the investigation of ************ complaint regarding a refund that we credited to his account from an incomplete service call.
We also assisted ********** with his issue via a complaint he communicated when he contacted one of our executives via Linked In, a professional, social networking website; not intended to be complaint forum. We explained that the merchant agreements we have with **** and MasterCard require us to issue any refunds back to the card that was used to make the transaction. This is because we have no visibility to the account and what may have been paid off or not, nor are we allowed to have any information on the account due to privacy restraints. We tried to explain to ********** that our system showed we had issued a refund to his account and that this refund had not been rejected by his bank. Generally when there is that kind of back end discrepancy in the records, the consumer is instructed to file a credit dispute. That way their financial institution can give them a conditional credit right away, and then contact the business to figure out what happened. They could have received the transaction information from the clearing house and since his bank said they could not post a credit to his closed account, it could then have officially been rejected and returned to our account.Instead ********** just kept pushing us to issue a second refund and supplying us with contacts at his bank that did not deal with credit disputes and had no way to research transaction identification numbers. In an effort to show ********** that we were trying in good faith to resolve his issue but this is not how we normally handle credit disputes, we even agreed to refund him the balance of his service order that was not originally refunded, the normally non-refundable trip/diagnostic fee of $137.95; this was issued via a mailed bank check. This did not reassure him, and he continued to contact us daily with emails similar to the BBB complaint he filed with less than complimentary remarks regarding our competency. In the end, just to put a stop to the numerous emails and the time, which also is an expense, that we were spending with numerous contacts that could only keep providing us with the same information, namely that the refund we issued was never returned to us by *********** bank, we did issue a second refund for $195.66 via a mailed bank check. Both checks were issued November 22, 2022, and while they can take some time to arrive this time of year, we hope he has received them by now. With that said, this means we not only have refunded ********** all monies paid to us for his service order but an additional $195.66 since we were never refunded for his credit that did not post to his account. We would like to say that he was satisfied with this resolution but he was not happy at having to wait to receive a check but that is truly the only way we could issue this unattached refund to him as we cannot issue a refund to an account that was not used to make a purchase and the only account he had that was used to make a purchase could not receive a refund because it was closed. At this time, since we did ensure he received a full refund, we have closed our file.
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.
Sincerely,
***************************
Manager, Escalated and Media Complaints
Email: *********************************************Initial Complaint
Date:11/03/2022
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.
On a regular basis Sears Home Services sends me spam with no opt-out button. This is completely and horrifically unacceptable. The emails are titled "**** from Sears Home Services." Apparently Sears thinks they are being cute when in fact they are being rude and ugly. This is a business practice that is offensive and repulsive. I want Sears Home Services to take me off their mailing list. I do not want to receive emails of any kind. I want Sears to stop sending out emails with no opt out button.Business Response
Date: 11/24/2022
November 24, 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 Ms. ******* complaint regarding the promotional emails she receives from Sears Home Services and her request to be unsubscribed from all communications.
We first want to note that we are required to have an unsubscribe link on any promotional email and as far as we are aware, we are in compliance with this requirement. We have attached a screen shot of a typical email from Jakeat Sears Home Services and we highlighted in gray at the bottom the unsubscribe link. Sometimes this link is located in different areas, but it should always be on the email. If **************** has an example that she feels does not display this link, we ask that she forward that to us at *********************************************** so that we can investigate further, and if we verify that it did not in fact have a link, we can determine how this occurred so that we can take steps to ensure it does not happen again.
With that said, we did take the unsubscribe link in that email and substitute Ms. ******* email address in the *** string so that it took us to her unsubscribe link:
https://www.sears.com/contactpreferences/unsub/3?id=*********************&optcode=SV
Once there we chose the option of Unsubscribe from all Sears marketing emails, and after we submitted it did note that it could take up to 10 days for all emails to be ended. This is because even after a request to unsubscribe has been submitted, it does keep it from being added to any further email promotions but it does not stop any that were already loaded and that were waiting to be sent. That is why it can take up to 10 days before the email address has been completely purged from any promotional emails that were already in the pipeline. While it does not usually take that many days, that is how many we are allowed to take if necessary. We have included a screen shot that shows the screen showing where we requested her to be unsubscribed from our promotional emails.
Additionally, we want to make sure that **************** understands that there is a difference between transactional emails and promotional emails. While she has requested to not receive any emails, we do not have a way to discontinue her from receiving transactional emails from Sears nor do we think would she want this. Those emails include receipts for purchases made online or for home services, notifications of scheduled deliveries or repairs and notifications of when service contracts are expiring to name the most common. All of them require her to provide her email address if she wants to receive notifications, but for the receipts for online purchases, most of that is automatic with the purchase and an email address is required to complete the transaction. We just wanted to make sure she was aware of this in case she did receive an email that was transactional in nature. If she does receive any further promotional email after 10 days from today, then she is welcome to email us at the same email above (***********************************************)and provide a copy of the email so that we can determine why she has received a promotional email after an unsubscribe request was submitted and adequate time has elapsed for it to be in effect. In the interim, since we have hopefully resolved Ms. ******* issue and if not, she is welcome to contact us directly with any further concerns, we have closed our file.
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.
Sincerely,
***************************
Manager, Escalated and Media Complaints
Email: *****************************************Initial Complaint
Date:11/03/2022
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.
11-12-19 purchased ref/freezer #***.73037910 for $1634.93, also purchased an additional 3 yr warranty $399.99.7-12-21 notified sears, ref not cooling 7-13-21 sears tech here, serviced and ordered new parts 8-10-21 sears tech here to install new parts 9-14-21 sears tech replaced fan 12-24-21 reported ice maker not making ice **** reported icemaker not working but water leaking down front of door 2-3-22 no reply from the Jan report claim but reported problem again 2-15-22 sears tech here, replaced new parts in appliance 4-12-22 sears tech replaced 3 new parts 8-8-22 ref still not cooling, set on 35 degree, open door to get one item out the temp will jump to 45 degree. With door closed all nite Will not hold the 35 degree.8-12-22 sears tech here, ordered new parts 9-16-22 sears tech replaced 2 new parts 9-23-22 reported, ref still not holding temp 10-**** reported, ref still not holding temp and ice covering all items in freezer 10-18-22 sears tech here, had to dig as much as 3 inches ice from all items in freezer 10-20-22 reported, ref still not holding temp and ice forming on items in freezer again.10-20-22 renewed warranty for 1 yr $289.99 11-3-22 temp in ref has stayed at 45 degree all nite and day 11-3-22 sears tech to be her 11-15-22 to install new parts which have been rec,d 11-3-22 I would not recommend anyone purchasing a SEARS refrigerator freezerBusiness Response
Date: 12/01/2022
December 2, 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. Upon further investigations, due to multiple repair visits and parts replaced we authorized a replacement under the agreement for $2300.00. We sent an email to ************************ and provided him with the authorized amount and with the replacement information. Since, it was our understanding the replacement refrigerator resolved his complaint we ask to have this matter close. Should he 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: ******************************************************************************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.
Sincerely,
*******************Initial Complaint
Date:11/03/2022
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 was approved for a replacement refrigerator in the amount not to exceed $3,500.00 per my Warranty Agreement. After accepting a model recommended by Sears, a delivery date was established. A day prior to delivery, I received a phone call canceling the delivery, and to schedule a new delivery date. After talking to a representative of Delivery Services, I was informed that the item was not available in their warehouse and therefore not available for delivery. At this time, it is *************** that I have had to reschedule delivery of this product, only to be advised that the item is not available in their warehouse. I have spoken to a supervisor (through escalation), a Delivery Services representative, and a Warranty Services representative (three separate occasions) who assured me that the item was available in their warehouse and available for delivery, only to have the date(s) canceled. Recently, October 31st 2022, I contacted a Warranty Services representative, requesting cancelation of this item and help in choosing another replacement of equal value, in the hope that another model would be readily available for delivery. The phone call was cut off on their end. I immediately followed up the call, speaking with a different individual, only to have that call disconnected as well (x2 calls). Neither one tried to call back. Trying to talk to someone to resolve this issue is exhausting. I've gone around and around using the numbers I have provided in this complaint, including alternative numbers I was given by representatives. One number was to the same generic rotary system, two were bogus numbers.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 experienceCustomer Answer
Date: 12/26/2022
Complaint: 18350475
I am rejecting this response because:
Sincerely,
***************************Initial Complaint
Date:11/03/2022
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.
On 9-11-22 On Line, I scheduled a service call for a refrigerator. The first call was on 9-15-22, and that is when the trouble started. I have enclosed a letter which describes the situation. I am filing a claim because I cannot get connected with anyone of authority to discuss the problem and get a refund. Since one tech lied about completing the repair, and the second technician did not complete the repair, I deserve a complete refund. Having them try to reschedule and to the repair is no longer an option.Business Response
Date: 11/30/2022
November 30, 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 Mr. Teagues complaint regarding the problems he encountered with the refund for the repairs on his refrigerator.
First,we would like to apologize to Mr. ****** for failing his expectations. We do not take these matters lightly and we sincerely regret any inconvenience he may have experienced as a result of this issue.
Upon receiving Mr. Teagues complaint, we reviewed the notes in our service regarding his refrigerator repairs. Since it appears that the repairs were not successful, we submitted a refund request for $417.38 via check. The refund was processed on November 29 2022, we would note that it can take 2-3 weeks to receive the check and if he has not received it within that timeframe he is welcome to email me for assistance at ***************************************** With that being said, since we did provide **************** with his requested resolution, we have closed our file.
We apologize for any problems or frustrations that **************** may have experienced with Sears Home Services. 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 SpecialistCustomer Answer
Date: 12/03/2022
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. Their response in satisfactory IF they follow through. I have not received the refund yet.
Sincerely,
*******************Initial Complaint
Date:11/03/2022
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 Kenmore refrigerator 18 months ago and bought extended warranty. Right around a year after having it,started having problems. The freezer part of refrigerator freezes up causing the refrigerator itself to not work right. A technician has came four times to replace parts and it doesnt stay fixed. There are rumors that this company is not holding up to the warranty of replacing the refrigerator. This refrigerator is definitely a lemon!!! Model: 111.75035020,purchased at Sears store in ***********************************************Business Response
Date: 12/02/2022
December 2, 2022
BBB Customer Relations
**********************
330 ****************., Ste. #****
*******, ** 60611
Re: *************************
Complaint ID: ********
Dear BBB Customer Relations,
We have completed the investigations of Ms. ********* complaint.
First, we would like to apologize for any inconveniences or frustration Ms. ********* may have experienced in this matter. The satisfaction of our members and customers is our top priority. We value ******************** as a loyal customer and we regret the delay in resolving this issue. Our record shows the refrigerator has been approved for a replacement under the agreement for $2800.00. This amount is included in the delivery charges, haul of the old one and installation of the new one. She can go to any Sears or Hometown store to process the replacement. If she is unable to go to the store or the stores are closed he can contact me directly via email at ****************************************************************************** with the replacement model and we will process it for her. Since, it was our understanding the replacement refrigerator resolved her complaint we ask to have this matter close.
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: ******************************************************************************
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