Business Profile

Department Stores

Transformco

Headquarters

Complaints

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

Customer Complaints Summary

6,276 total complaints in the last 3 years.
2,221 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:10/11/2022
Type:Product 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.
On September 12,2022 I called ***************** to discontinue the maintenance contract. They are still charging me a monthly fee of $49.99 to my credit card. This is a recurring charge wish I want stopped.
Business Response
Date: 11/14/2022

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 September 2021. 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
**********************************************************
Customer Answer
Date: 11/15/2022

Better Business Bureau:

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

Sincerely,

*********************
Initial Complaint
Date:10/11/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a Kenmore refrigerator in summer 2021. The freezer and fridge sporadically vary temp. Freezer will thaw food, fridge will freeze liquids. I had numerous service calls, several which were cancelled Mar-May 2022. Last service was Sept. 12, 2021. The fridge continues to freeze the liquids one week, then they thaw out eventually and refreeze. I scheduled an appt. 2 weeks ago and was told a service tech would come out Oct. 11 between 8-12:00. As I was planning to stay home again 10/11/2022, realizing I have not received a text/email message, I called SHS, and they have no record of the service order. The warranty is now up and the unit has not worked properly since it was purchased. I had to buy a smaller fridge in Dec. 2021 to keep frozen food and vegetables in. I have called numerous times with no success in resolving my claim as well. I suggested a swap out or refund, but am told it has to be serviced. My wife and I have used at least 6 vacation and unpaid days off work for this.
Business Response
Date: 11/04/2022
November 4,2022

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

Re: *****************************
       File Number 18196040

Dear BBB Customer Relations:

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

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

Upon receiving his complaint,we made contact with the local service unit for assistance.   Our records indicate that ********************** was authorized to receive a replacement refrigerator valued at, $971.99 and this is in accordance with the terms of his warranty, the Master Protection Agreement (MPA).   Per receipt number ************ the refrigerator is scheduled to be delivered to his home on November 22, 2022. Accordingly,we have closed our file.

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

Sincerely,

***************************
Regulatory Complaints Specialist
******************************************************
Customer Answer
Date: 11/07/2022

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,

*****************************
Business Response
Date: 12/16/2022
December 16,2022

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

Re: *****************************
       File Number 18196040

Dear BBB Customer Relations:

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

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

Upon receiving his rebuttal, we made contact with the local service unit for assistance.   The unit has confirmed that the billing for the $137.39 for service order ******** was stopped as of December 8, 2022. As for the delivery, the refrigerator was delived to RXO Last Mile delivery carrier on 12.15.22. The delivery is currently scheduled for December 27, 2022 between 8am -8pm. If he has any questions, he can contact RXO at: **************. Accordingly, we have closed our file.

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

Sincerely,

***************************
Regulatory Complaints Specialist
******************************************************
Customer Answer
Date: 12/21/2022

Complaint: 18196040

I am rejecting this response because: I did not receive the delivery on Nov. 22, 2022 that I agreed to and received no response. Upon reopening this case, a new delivery is set for Dec. 27, 2022. I will not close the case until the delivery is made. If delivery is not made, I am requesting a full refund of my original purchase, plus the additional $571.56 I paid Sears on November 4, 2022 (receipt # ************). The refrigerator is still not working properly and has not worked since October 2021.

Sincerely,

*****************************
Initial Complaint
Date:10/11/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been trying to get them to repair my whirlpool washer since april of this year. They initially came out did diagnosis and charged $127. Said nothing was wrong put a board under the washer the floor under it is unlevel. Came out 2mos later the same incompetent repairman ******* order parts for the washer waited 2 weeks for them to come back out 4 weeks later another repairman ******* comes out says the whole washer tub needs to be replaced waited another 3 weeks for parts and to be repaired. Three weeks later washer not properly repaired ******* comes out says the two parts he installed before. He forgot to put a part on that was suppose to go with it. Two weeks later he comes out says the new part was stripped so he replaced it ****** comes out day of appt. he cant service the washer because it wasn't set up as warranty and he states that initially the whole washer system wasn't installed properly from the beginning. So ******* comes out adds another part that he had on his truck two weeks later washer not working properly. Waited two weeks I requested another tech. On the day of they sent the same repairman he cancels day of because I did not want him anymore. Now I have to wait 3 weeks for them to send a highly experienced technician for a minor issue with my washer.
Business Response
Date: 11/18/2022
November 18, 2022

Customer Relations
**********************
330 ****************., Ste. #****
*******,** 60611

Reference File # 18196036- ***************************

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 not completed the investigation of ********************** complaint regarding the washer and her dissatisfaction that it was not repaired. We ask for additional time.
First, we would like to apologize for any inconveniences or frustration ********************** 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. Since, BBB give us limited time to provide a response to the complaint,we ask to have this matter close. We will keep working with ******************** to resolve this matter
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 at **************************************** .

Sincerely,
*************************
Regulatory ******************************************************* Corporation
Initial Complaint
Date:10/10/2022
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.
Situation: Case *******. My range (covered under Master Protection Plan) has not properly worked since April 1, 2022. After 3 technicians attempted to repair and installed replacement parts the issue was not resolved. I was approved for a replacement range on Jul 27, 2022. When I contacted the Benefits Team, the replacement was selected and ordered. I was given a delivery date of Sep 24, 2022. The range was delivered, and I was told the installer would follow. I waited the majority of the day for the installer, when I called the Benefits department, I was told no one would be coming and I would be contacted on Monday. Monday came and went, by Wednesday evening I called back. 1. Sep 28th - I was informed none of Sears installers had accepted the order. The rep stated she would escalate the request and I would have a response within 48 hours. (Day 5 of the range in a box sitting at my front corridor)2. Oct 4th - I called ************** to follow up when the installer would be scheduled. I was told there is "NOT A INSTALLER IN YOUR AREA. THEREFORE, YOU WILL NEED TO FIND SOMEONE YOURSELF." I live in the ****** / ******** Metroplex. I do not live in a rural community, so this response makes absolutely no sense. Upon requesting to speak to a Supervisor I was transferred to yet another customer rep who had no clue. I called the Master Protection Plan *************) main number, and the rep told me he would submit a form for a supervisor to call me back. It has been over 5 days; I haven't received a call yet. (Day 16 of the range in a box sitting at my front corridor)On Oct 6th, I emailed and left a voice message for *****************************, Executive Member Support Team Manager, *************, ********************************************* NO RESPONSE.I have also sent an message via LinkIn to ***************************, Chief Executive Officer at Sears Home Services. NO RESPONSE I would like a professional technician to install the gas range.
Business Response
Date: 12/12/2022

December 12, 2022

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

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

Dear BBB Customer Relations:

We have completed the investigation of ****************** complaint regarding the installation of her in warranty replacement.

After reviewing ***************** complaint and our records, we contacted customer service to inquire the status on her installation order. It is our understanding that unfortunately we do not have an installer available in ****************** area. At this time, a check in the amount of $149.99 was issued to her via mail to cover some of the charges for a local installer. Based off the aforementioned, we have closed our files.

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

Sincerely,

Regulatory Specialist,Regulatory Complaints
Transformco LLC
imx integrated member experience
Initial Complaint
Date:10/10/2022
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 purchased a new **** ft Freezer and a Sears Home Services extended warranty in August of 2020. The compressor on my unit went out in July 2022. After waiting over a MONTH for a repair technician, he finally showed up and ordered parts, and then scheduled an appointment for a month later to actually repair my freezer. After a month of waiting for parts which didn't arrive, I contacted customer care AGAIN and AGAIN, until I was informed during September 17th call that I was approved for a replacement and that an email verification would be sent. Two weeks and 5 phone calls later, I FINALLY received an email on September 29th saying my replacement was approved and I would receive delivery instructions within 3 business days. In the interim, my claim for food loss was denied and I was contacted by Sears loss prevention regarding the parts which were never shipped, asking me to RETURN them! Today, after SIX business days from that email, I called back. First I was told my replacement would be delivered on the 13th of October and placed on hold for 45 minutes. After waiting on the line, the next representative informed me my freezer wouldn't arrive until NOVEMBER! I asked for the representative's supervisor and was placed on hold again. After another 45 minutes, the call was disconnected. This has cost me thousands of dollars in lost food when the compressor went out, several hours of lost work while on the phone with unhelpful representatives, and hundreds of dollars in NEW food cost because I don't have storage for bulk purchases. Please advise me how to proceed with an official complaint.
Business Response
Date: 11/02/2022
November 2, 2022

BBB Customer Relations
**********************
330 ****************., Ste. #****
*******, ** 60611

Reference Number: 18193332
Re: *************************

Dear BBB Customer Relations,

We have completed the investigations of Mr. ******* complaint regarding the freezer and that it was not repaired in a timely manner.

First, we would like to apologize for any inconveniences or frustration Mr. ******* may have experienced in this matter. The satisfaction of our members and customers is our top priority. We value **************** as a loyal customer and we regret the delay in resolving this issue. Our record shows the freezer had been approved for replacement under the agreement for $981.0. He chose a replacement model, it was processed and scheduled for delivery on October 24th. Since, it was our understanding the replacement freezer resolved his complaint we have closed our file.

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

Sincerely,
***********************
Regulatory Complaints Specialist
Email: ******************************************************************************
Initial Complaint
Date:10/10/2022
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 purchased both my microwaves from SEARS at the time of the purchase I bought the extended warranty. My microwave has stopped working several times and each time the warranty has assisted me. Currently both my microwaves have stopped working. I called in the warranty. A repairman came and ordered the parts three months ago. The parts were delivered and no one has come back. I called and told them that the parts were here. They said to take down the range. The range has been down for three months and no one has come to fix it. I have a day center and its a severe inconvenience to be without a microwave. How many more times do I have to call before someone can show up? How many more visits before they realize these two microwaves need to be replaced? Finally what is purpose of the warranty if no one is willing to assist.
Business Response
Date: 11/07/2022

November 7, 2022

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

Re: ***********************
File Number 18192085

Dear BBB Customer Relations:

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

We have completed the investigation of Ms. ******* complaint regarding the problems she encountered with her ******* and Whirlpool branded microwaves.

We made contact with the local service unit for assistance. We were informed by management that new service orders were created to send a Tech out to complete the repairs on the microwave. The repair appointments are scheduled for November 9, 2022.

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

Sincerely,

***************************
Regulatory Complaints Specialist
******************************************************
Initial Complaint
Date:10/10/2022
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.
July 28th-Freezer stopped working (Food Loss). Called Sears repair is scheduled for Aug 1st. August 1st- M&M Electronics had to order parts.August 13th- Sears emailed confirmation of repair for the 19th.August 19th no one showed. M&M electronics said they did not receive info from Sears. They rescheduled for Aug 23rd.August 23rd- M&M Electronics installed the compressor but the next morning fridge AND freezer were not working now (Major Food Loss). I called M&M Electronics and would not answer the phone for 3 days.August 30th- M&M electronics came out and could not fix the refrigerator. Told us to call Sears.September 1st- Called Sears and said they needed a second opinion. Schedule a second opinion with exact same person, M&M Electronics! Was on the phone for an hour to clear this up, but no one could give me an answer.September 12th- M&M Electronics finally uploads unrepairable notes to Sears. Received an email to contact Sears for a replacement.September 19th-October 10th....Called Sears 10 times and have 4 escalations and still no response for approval for a refrigerator replacement. Sears said they have no contact information for the responsible department. All they can do is keep sending paperwork and hope they respond.
Business Response
Date: 11/02/2022
November 2, 2022

BBB Customer Relations
**********************
330 ****************., Ste. #****
*******, ** 60611

Reference Number: 18191603
Re: Karina *********************** BBB Customer Relations,

We have completed the investigations of Ms. ******** complaint regarding the freezer and that it was not repaired in a timely manner.

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 Ms. ******* as a loyal customer and we regret the delay in resolving this issue. Our record shows the refrigerator has been approved for replacement under the agreement for $ *******. She chose a replacement model, it was processed and scheduled for delivery on November 5th. Since, it was our understanding the replacement refrigerator resolved her complaint we have closed our file.

Again, we apologize for any problems or frustrations 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 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: 11/03/2022

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.

Sincerely,

********************
Initial Complaint
Date:10/10/2022
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.
Sears warranty complaint for ******* washer (warranty contract #*************** - we paid $373.29 for the extended warranty covering until 11-23-2021). Starting mid-2020, we called Sears for a warranty repair on our laundry washing machine. After multiple different technicians tried to repair it (in Oct 2020 and Jan 2021), the third guy determined it was not fixable and needed to be replaced (around mid-2021 - service order #***************). He put in the order/authorization so the warranty department can process the claim for replacement. We have spent the last year and a half waiting for the replacement. We have repeatedly called to check up on the status. Supposedly it has been escalated 3 times, and sent to a senior manager. Case #*******. Initially they said COVID inventory issues were causing a delay, then they said we would get the approval shortly. Yet every time we waited a few weeks and there was no change. We would call back and get the same thing. One customer service representative told us the procedure was that they would provide a voucher/authorization so we could pickup an equivalent washer from Sears. He also said he would send a courtesy $50.00 since their delay was extending the time we could not use our washer (received check around October 2021 - case #*******). We have now spent the last year paying laundromats to wash clothes, costing much more than it would to use our own washer. When we call, they often tell us again it will be processed shortly, but a few times they even pretended that our claim number doesn't exist, or that the request to replace was never received even though multiple Sears warranty customer service representatives before them have confirmed it is processing already.Our current washer model is ******* 4.5-Cu. Ft. Front-Load Washer With Vrt Plus - WF448AAP/XAA-04, Stainless Platinum. Equivalent models from ******* with 4.5 CU Ft capacity in Stainless Platinum color cost roughly $1000-1200 + tax.
Business Response
Date: 11/10/2022
November 10, 2022
Customer Relations
******* **********************
330 ****************, Suite #****
*******,******** 60611

Re: *********************************
      File Number 18191021

Dear BBB Customer Relations:

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

We have completed the investigation of Ms. ********** complaint regarding the problems she encountered with the washer.

Upon receiving her complaint, we contacted the local service unit and the Master *************************** for assistance. We are currently awaiting their response regarding the washer. ********************** will be contacted via email with the response.
We apologize for any problems or frustrations that **********************   may have experienced with the service provider, we appreciate the opportunity to address the matter.

Sincerely,

***************************
Regulatory Complaints Specialist
******************************************************
Initial Complaint
Date:10/09/2022
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.
Oct 7, 2022, charge of $64.86 for an appliance warranty not agreed upon to my HVCU credit card. The online messaging for this warranty was cut off with no further contact and not agreed upon by me for warranty. I did not trust the warranty's method of acquiring the contract, asking me to copy and paste something and then forward a code no. I have never see such requests for any purchase and trust nothing in this world today. I did not agree to the purchase, but my credit card no. was requested early on, so they had the information before any agreed upon purchase and they charged my card, and it is impossible to get through to them because of menus and digital robots, no operators for help.
Business Response
Date: 11/01/2022

November 1,2022

Customer Relations
**********************
330 ****************., Ste. #****
*******, ** 60611

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

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. Battles complaint regarding the charges for the Sears Home **********************, we would like to apologize to **************** for failing to meet her expectations. We do not take these lightly and we sincerely apologize for any inconvenience.
Upon receiving Ms. Battle complaint, we have reach out to our Home Warranty department, and they have responded as follows:

We have called and spoke with **** and *********************** as per the open case. I did explain to them how it was signed up for and advised she will be getting a refund. She stated she canceled the credit card,so I advised I would request the refund via check in the mail confirmed the mailing address advised the checks usually go out on Friday and it will be 7 to 10 business days after that before she receives it. The customer understood and had no further questions.
With that being said, since our understanding that this resolution is acceptable by Ms. Battle, 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,
*************************
Regulatory ******************************************************* Corporation
Initial Complaint
Date:10/09/2022
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.
We purchased a Kenmore refrigerator from a local Sears store and within less than a year it began building up heavy frost in the freezer covering all the shelves and food products. At the same time the refrigerator itself was warm and food was spoiling. Our first call to the Sears store was redirected to their online warranty company. After waiting some time a repairman from another state came and declared it was a problem with the door seal. He replaced that part and shortly afterward, the same problem is still occurring. Meanwhile the store itself closed like many around the country. More food had to be thrown out and multiple calls to Sears warranty services have resulted in no help at all - eventually they claim they have no repairman available. Our attempts to contact local repair services have not helped either - they all state they cannot get parts from Sears and so cannot fix the problem even if we were to pay for it ourselves. We have a new fridge that stopped working less than a year into purchase and no one at Sears is standing by their product. Calls result in speaking with folks in ***** who transfer me at least 3-4 times- each new person than has to be told the entire story all over again until finally one of them hangs up on me. They sometimes promise to email us with a a service date and time but weve never received an email and this has been going on for two months now. Since closing the local store - Sears has essentially left us with no options and no working refrigerator !
Business Response
Date: 11/08/2022
November 8, 2022

BBB Customer Relations
**********************
330 ****************., Ste. #****
*******, ** 60611

Reference Number: 18188373
Re: *********************************

Dear BBB Customer Relations,

We have completed the investigations of Ms. ********** complaint regarding the freezer and that it was not repaired in a timely manner.

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 freezer door gasket is not sealing properly and it was determined that it can no longer be repaired. On October 8th it has been authorized for a replacement under the manufacturers warranty for $599.99. She was provided with the authorized amount and with the replacement information. Since,it was our understanding the replacement freezer resolved her complaint we ask to have this matter close. Should she 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: ******************************************************************************

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