Complaints

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

close

Find a Location

Transformco has 2986 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Transformco

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

  
• 

  Transformco

  17550 Halsted St Homewood, IL 60430-2006

  
• 

  Transformco

  1235 Worcester St Natick, MA 01760-1512

• 

  Transformco

  2306 N Salisbury Blvd (WICOMICO) Salisbury, MD 21801

• 

  Transformco

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

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

• Initial Complaint

  Date:10/09/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a dishwasher from Sears.com on April 30, 2022, sales check # *********. The dishwasher that was delivered was the wrong color, which forced me to do an online exchange with Sears.com. This sales check number is ************. This exchange was processed on June 14, 2022. Now on September 30, 2022, I am still waiting for the correct dishwasher to be delivered to my residence. The deliveries keep getting delayed by Sears.com home delivery. I either want my new dishwasher delivered or my money back!!!!

  

  Business Response

  Date: 12/12/2022

  
  December 12, 2022
  
  Customer Relations
  **********************
  330 ****************.
  *******, **  60611
  
  Re:  ******** *********************************
  
  Dear BBB Customer Relations:
  
  We have completed the investigation of Mr. ************ ********* regarding the delay in receiving his purchased appliance.
  
  After reviewing Mr.************* ********* and our records, we were able to determine that due to the pandemic, productivity and shipping has been delayed and is some cases ceased from the manufacture. We have been impacted by the global supply chain shortage which has caused delays in processing. Unfortunately we do not have empowerment over the manufacture with orders, productivity and freight shipping. We apologize and appreciate our valued customers patience.
  
  At this time, we have reached out to the manufacture to request the shipping for Mr. ************ order. Once we receive a response, we will reach out to him and provide him the next available delivery date. 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:10/09/2022

  Type:Billing 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.

  Initial credit charge was on 8/4/22 in the amount of $613.17. This was for a service call + parts ordered. When parts arrived, we were told it would be several weeks before they could be installed. We decided not to fix the refrigerator and requested to return the parts. Sears arranged for ********** on 8/19/22 along with labels. Parts were received on 8/23/22 at 9 a.m. by Sears. The amount of $455.42 which represents the cost of the parts has not been credited to our account. The amount of $175.75 represents the difference and was for the service evaluation. This amount is not refundable. I received an e-mail on 9/28/22 stating that it has been credited but that is not true. I have been trying since August to resolve this matter to no avail. When they are not hanging up on me, they tell me I have to wait another month. I don't have the parts (Sears does). I don't have the refrigerator. I just want to have the $455.42 credited back to my Sears Mastercard for the parts I returned and they acknowledge receiving. Tracking #'s 1Z8FX6852691168374 and 1Z8FX6852699808702

  

  Business Response

  Date: 11/03/2022

  November 3, 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 not completed the investigation of Ms. Smiths complaint regarding the refund being issued not received for the repairs of the refrigerator.
  
  We have contacted our accounting department and they confirmed that we issued the refund for $455.42 on August 23, 2022, back to her MC ending on ****, however, her bank declined the refund.  We have issued a new refund via check for the $455.42 on October 3, 2022. We would note that it can take 2-3 weeks to receive the check and if she has not received it within that timeframe she is welcome to email me for assistance at ****************************************************. With that being said, since we did provide Ms. **********;with her 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 Specialist
  ************
  
  
  
  

• Initial Complaint

  Date:10/09/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a Sears master protection agreement that is now serviced by Transformco. My Kenmore Elite refrigerator is covered under this agreement. It guarantees reimbursement for food loss and repair or replacement. There have been class action suits regarding this specific model for faulty compressor issues. I began having problems in late June 2022. My initial MULTIPLE communications were with a call center in *****. There were repeatedly no service technicians available. Finally in mid-late July they authorized me to hire a local technician to diagnose the problem and if the repairs were less than $500, they would reimburse me. The diagnosis was a faulty compressor and the repair costs would be $1000. Instead, they sent out a Sears technician on 8/3/22. The original appointment was for 8/1. 30 minutes before the scheduled window, they rescheduled. The service tech installed a compressor that didn't work and installed a second which did. He lives 5 hours away and came up to our county for 2 weeks to service our area. My newly repaired refrigerator failed after 2 weeks. In early September Transformco authorized another local company to diagnose and repair (if <$500) the refrigerator. It was still the compressor (different company) and still $1000. They have "escalated " my case numerous times. ****** *** has been assigned to my case. (Phone ************, option #1) I spoke to her on **** and she said that if they could not get a tech here soon, she would send my case to the managers to authorize a replacement and she would let me know by the following day. I have called many times, with a cumulative of at least 5 hours on hold. Each person said they would leave her a message. One said she would transfer me only to put me back in the hold queue for another 35 minutes. I later found out that she couldn't have transferred me since ****** *** doesn't have an incoming line. It is an endless runaround of lies, broken promises, "escalations" and inaction. Please help

  

  Business Response

  Date: 11/04/2022

  November 4, 2022
  Customer Relations
  ******* **********************
  330 ****************, Suite #****
  *******,******** 60611
  
  Re: ***********************
        File Number 18188321
  
  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 refrigerator.  We first like to note that, prior to filing a complaint with the Better Business Bureau,**************** filed a complaint with the ******************* ************************ for the same issue.
  As of October 21, 2022, **************** was authorized to receive a replacement refrigerator valued at $2800.00, and this is in accordance with the terms of her warranty,the Master Protection Agreement (MPA).  Arrangements were made by **************** on October 28, 2022 to have the refrigerator delivered to her home on December 22,2022 per receipt number 99119021759.   Accordingly, we have closed our file.   
  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:10/09/2022

  Type:Customer Service 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 rent out a home located at ************************************************************************ Fridge/freeze stopped working July 18th. I call Sears Appliance Repair to schedule an appointment. I could not get an appointment unti July 29th between 8 and noon. A repair man showed up at 8:00 a.m on July 29th and my tenant did not answer the door. He only waited 10 minutes and left. He rescheduled the appointment for August 1st between 1:00 and 5:00. After waiting for few hours on Aug 1st I called Sears and they did not have me on their schedule. I rescheduled the repair for August 18th - earliest available. On August 18 the repair tech did no have the parts for fix my fridge which I agreed to fix is for $1400. He collected the $1400 from me and said parts would be delivered in two weeks and scheduled Aug 31st between 1:00 and 5:00. On Aug first the repair tech showed up and said one of the parts was not working. He left and came back with another part almost 2 hours later. When he was leaving he said the part was leaking and he had to adjust it. This was a 4 hour repair job at this point. On Sept. 22nd the fridge stopped working again. I spoke with 4 individuals at the Sears call center on Sept, 23rd asking that I get a refund. They said I needed to take the parts out and send back to get a refund. I scheduled another repair service - earliest Oct. 1 betwen 8 and 5. I got a call from Sears at 9:45 that my Oct. 1st appt was cancelled and they could reschedule earliest Oct. 12th. I have been without a working fridge since July 18th and out my $1400. I've waited endless hours at my home with 4 hours windows to show up. Don't use them - you get caught up in voice mail h*** and they don't have an escalation process to get issues resolved and no website to give a review.

  

  Business Response

  Date: 11/18/2022

  November 18, 2022
  
  
  
  Customer Relations
  **********************
  330 ****************., Ste. #****
  *******,**  60611
  
  
  Reference File # 18188320- ***************************
  
  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 Ms. ********* complaint regarding the refrigerator and her dissatisfaction that it was not repaired. We ask for additional time.  
  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.  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

  Customer Answer

  Date: 11/21/2022

   
  Complaint: 18188320
  
  I am rejecting this response because:

  
  July 19, 2022 - Freezer compartment in Refrigerator stopped working.  Called Sears to schedule appointment to fix it
  July 20, 2022 - Entire Refrigerator/Freezer unit stopped working
  July 29, 2022 - First available appointment scheduled between 8:00 a.m. and noon.  Tech showed up a few minutes before 8:00 a.m.  My tenant at this location did not hear to doorbell.  She was sick.  Tech left at 8:10 saying he could not wait.  Said he could come back on August 1st to look at Refrigerator between 1:00 and 5:00 and I did not need to call Sears to reschedule.
  August 1, 2022 - Tech did not show up and said I had to call Sears to reschedule
  August 18, 2022  - First available appointment scheduled between 1:00 and 5:00.  Tech showed up around 2:00 and did not have parts to fix unit.  I paid $1,491.55 for the parts that would be delivered in 2 weeks.
  August 31, 2022 First available appointment schedule between 1:00 and 5:00.  Tech showed up at 2:00 and left for 2 hours saying that one of the parts I received was faulty.  At 4:30 was finishing the job and returning his tools to his truck.  Then he returned to the job because the part was leaking.  He finished around 5:00.
  September 21, 2022 unit stopped working again. 
  September 22, 2022 was on phone with 4 different people from Sears for 70 minutes requesting how I can resolve situation quickly and get a refund. 
  Person #1 -  told me to return the parts for a refund.  Im not a technician and said I could not do this nor knew how to.   
  Person #2 said they would send a tech out to take the parts out and I could then return them for a refund.
  Person #3 Said the repair was under warranty and I had to schedule an appointment.  Next available appt was Oct. 1st between 8:00 and 5:00.  I asked to speak with a manager.
  Person #4 not sure if this was a manager or not but they told me the same thing as person #3 repair is under warranty and I had to schedule an appointment.  Next available appt was Oct. 1st between 8:00 and 5:00 so I scheduled it.
  October 1, 2022 Waited for Tech for 1 hour 45 minutes.  Got a call from Sears at 9:45 a.m. that appointment was cancelled by Sears and next available appointment was October 12, 2022.  I did not reschedule appointment and bought a new unit to replace the broken unit that was not repaired by Sears.  It was delivered Oct.8, 2022
  I want my money back!  My tenants were out of a working unit to keep their food for nearly 3 months.  I spent 12 hours waiting for the tech to show up at my home and over an hour on the phone trying to resolve this!
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 12/01/2022

  December 1, 2022
  
  
  
  Customer Relations
  **********************
  330 ****************., Ste. #****
  *******,**  60611
  
  
  Reference File # 18188320- ***************************
  
  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 Ms. ********* complaint regarding the refrigerator and her dissatisfaction that it was not repaired. We ask for additional time.  
  After received Ms. ******** rebuttal, we have reach out to our service unit, and we have been informed that in order for her to receive a refund, we will need the recover the parts that were installed in the refrigerator, If Ms. *************;still have the refrigerator, we can schedule a service to recover those parts. Those parts have a value of $920.22. This information was previously given to her, but she never scheduled the service. With that been said, we request this file to be closed. We will remain ours open waiting for ******************** decision.
  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:10/09/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  9/19: Placed order #W362878 for $139.33 including tax and shipping9/21: Received email notice that part is back-ordered9/24: Requested Cancellation of Order by phone to ******************************** informed me that my request would be submitted9/26: Asked for status of cancellation by phone. **************** informed me that I would receive approval email in 3 business days.9/27: Received email notice that part is back-ordered and further delayed9/30: Asked for status of cancellation by phone. **************** informed me that cancellation was not approved because manufacturer requested additional time to fulfill order.9/30: Received email notice that part is back-ordered and further delayedI am seeking to cancel my order (still back-ordered) and receive a refund to my credit card.

  

  Business Response

  Date: 11/03/2022

  November 3, 2022
  
  
  
  Customer Relations
  **********************
  330 ****************., Ste. #****
  *******,**  60611
  
  
  Reference File # 18188318- *************************
  
  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 Mr. *********************** regarding his dissatisfaction with
  The delay on the fulfillment of his order from Parts Direct Website.
  
   Upon investigation, our records showed that the part is still on backorder from the manufacturer.
  Unfortunately, we have no control over the delay by the manufacturer.
  
  Per ***************** request, the order was canceled. The refund has been issued in full back to his **** card ending on **** for the amount of $139.33 on October 14, 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 Mr. ************;with his requested resolution, we have closed our file.   
   
  We apologize for any problems or frustration that ****************** may have experienced with Sears Parts Direct.
  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 ******************************************************* Corporation

  Customer Answer

  Date: 11/04/2022

   
  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:10/07/2022

  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 have a whole house maintenance agreement protection plan with Transformco. Our hot water heater went out on 9/26/22, we called and got an appointment for 9/29/22(long time not to have hot water). Although the appointment time frame was 8am-5pm, we were assured that the technician would arrive in the morning. When the technician did not arrive by 12pm on 9/29/22, I started calling the customer service #************, I was connected to someone in the *********** and they told me we were ************, tech running late, after no one arrived by 4pm, I called again and was told tech had a complicated job-2 hours behind schedule, called again at 5pm, told we were next stop. Got an email around 6:30pm stating my appointment had been rescheduled to 10/5/22. Called again, was told tech had gotten sick earlier. Told them this was unacceptable and we could not be without hot water that long. Told they would contact the dispatcher and get us an earlier appointment. Called this morning and was given the run around, still does not have an appointment or hot water. We have experience these difficulties with Transformco before, we cannot get any assistance when we have a problem. We are always connected to people outside the U.S. and they do not understand our problems due to language barriers and they just tell you anything. There are many other issues with this company, but my space is limited. Please help us we both have skin problems/health issues and need hot water today. Thank you in advance.

  

  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 water heater he purchased on July 26, 2005.
  
  After reviewing ***************** complaint and our records, we contacted customer service to archive the product in question. Once completed, we were able to determine that on November 21, 2022 a service order was processed and completed. It was determined by the service technician that the temperature needed to be adjusted. Once this was done, the water heater was working accordingly. 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:10/07/2022

  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.

  Purchased a Kenmore refrigerator 10 months ago and it won't keep food cold. There's 2 months left on the manufacturers warranty and the Sears Store will not honor the warranty.

  

  Business Response

  Date: 11/03/2022

  November 3, 2022
  Customer Relations
  ******* **********************
  330 ****************, Suite #****
  *******,******** 60611
  
  Re: ****************************************
        File Number 18178793
  
  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 refrigerator.  We first like to note that, prior to filing a complaint with the Better Business Bureau, ***************************** filed a complaint with the State of ********* Department of Agriculture, Trade and Consumer Protection for the same issue.
  ******************** was contacted as of October 10, 2022 and informed that we were able to locate in our records a refrigerator purchased on August 21, 2018 under a different address  and phone number which has a Master Protection Agreement which expires on August 22, 2023.  We were also able to locate a refrigerator purchased on August 17, 2021, under the address she provided in the complaint,however this refrigerator has no warranty.  The copies of the sales receipts for both refrigerators were provided to ********************. There has been no response from *********************   Accordingly, we have closed our file.   
  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:10/06/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a Refrigerator and a Master Protection Agreement in October of 2019 in May of 2022 the refrigerator failed Sears has put many parts on the fridge and it is still not working each time the send a Tech out to diagnose it takes 2 week for the appointment to diagnose and then 2 weeks to come repair each time it still doesn't work yesterday they came and repaired it and today it still does not work now I have had 3 functional repairs and under their no lemon guarantee a tech needs to come out to verify it still does not work in order to authorize a replacement however they say they can not get a tech out to even look at the fridge till October 27th I have been without a working fridge in my kitchen since May and they seem unwilling to help I was told I could contact an outside Tech at my expense and submit that report to them but Sears has my service contract and I think its unreasonable for me to spend my money to get another company to look at the refrigerator that Sears has the contract with to service it

  

  Business Response

  Date: 10/24/2022

  October 24, 2022
  
  
  BBB Customer Relations
  **********************
  330 ****************., Ste. #****
  *******, **  60611
  
  
  
  Reference Number: 18176509
  Re: ***********************
  
  
  Dear BBB Customer Relations,
  
  We have completed the investigations of ****************** complaint regarding the refrigerator and his dissatisfaction that it was not repaired in a timely manner.
  
  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. When we received the complaint, we discovered the refrigerator has multiple repair visits and with parts replaced. For customer satisfaction we made a decision to replace under the agreement for $3900.00.We reached out to him via email and provided him with the authorized amount and with the replacement information. **************** accepted the offer and chose the comparable replacement model. It has been processed and scheduled to be delivered on November 12th. Since, it was our understanding the replacement refrigerator 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: ********************************************************************************** us why here...

  Customer Answer

  Date: 10/24/2022

   
  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:10/06/2022

  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.

  My washer broke. I had a tech come out and he said two parts were needed to repair the washer. I received one part but the second part has not gotten to me. This has been open for 2 weeks and my appointment might not be able to be kept because my parts were lost and no one will reorder

  

  Business Response

  Date: 11/02/2022

  Please see the attached response.

• Initial Complaint

  Date:10/05/2022

  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.

  This company provides extended warranty for Sears appliances. Our five year old Kenmore Elite refrigerator broke down in August,we called Sears services and they sent out a repair technician three times who said the unit is not repairable and has to be replaced by Sears warranty. I have called Sears home services multiple times this past two months trying to get this fridge replaced. They send me off to different departments with different numbers only to be told the appliance repair company didnt say the fridge couldnt be repaired which is a lie. The repair company told me they sent emails to Sears twice telling them the fridge cant be repaired. We have been without a refrigerator for two months and have been using coolers and bags of ice to keep our food and my wifes insulin cold. I would really like this resolved.

  

  Business Response

  Date: 10/31/2022

  October 31, 2022
  
  
  BBB Customer Relations
  **********************
  330 ****************., Ste. #****
  *******, **  60611
  
  
  
  Reference Number: 18174343
  Re: *****************************
  
  
  Dear BBB Customer Relations,
  
  We have completed the investigations of Mr. ******** complaint regarding the refrigerator 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. Upon further investigations, we discovered the refrigerator has internal leak that can no longer be repair. We authorized for a replacement under the agreement for $3300.00. We sent him an email with the authorized amount and with the replacement information. Since, we the refrigerator has been approved for replacement and we provided ****************** with the replacement information 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: 10/31/2022

   
  Complaint: 18174343
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  I have received nothing from Sears about approving this amount. The only thing Ive received from this company was an appointment with a technician to confirm the refrigerator cant be repaired and has to be replaced.