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.
2,223 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:10/05/2022
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.
Our Sears Tractor was put in for repairs August of 2022. It was under Warranty. The tech sent out. The Tech came out again on 9 8 again to fix the on going problem. The Tech order parts and they came in. Service was set on 9 17 and no one showed up/. Now the tech does not return out calls or texts and Sears home service is giving us the run around about getting someone out here to fix our tractor which is not working and still under the original warranty complaint in August... ****** have been sent numerous to overflow **** and upper management for escalation by the agents of Sears home Service but to no avail. Our order No for the 9 17 service date is ***************. Attached find the latest commination from Sears home warranty
Business Response
Date: 11/12/2022
Please see the attached response.
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.

********************************************
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.
Original purchase was on about 8/20/2021.We were told something about maintenance at 1 year at finance/contract signing. In about July of 2022, I called to get information on what I needed to do/get clarification. After several calls and being transferred to several different departments over the course of the next few months, I was connected with someone who said we are given a free 1 yr service call. They connected me with a tech and they wanted to charge for being past past the year, by a few days. Beyond that , I have still not been able to get clarification on what my serve or warrantee is. I have nothing in writing and no one, including the sales rep has called me back.
Business Response
Date: 11/02/2022
November 2, 2022

Better Business Bureau
Attn: ***********************
330 ****************., Ste 2006
*******, ** 60611

Our File No: 28458705
BBB Case #: 18166802/***************************
Via BBB Website: http://bbb.org/*******

Dear ******************,

Thank you for contacting Transform SR **** Improvement Products regarding your inquiry concerning the above-referenced file. We appreciate the opportunity to address the customers concern. Transform is dedicated to its customers and to their overall satisfaction with any and all work performed by either Transform or a contracted affiliate. We are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner.

The maintenance check was scheduled for 10/26/22 at no charge to ********************* When I called ******************** on 11/01/22, she confirmed the maintenance check had been done.

At this time, we respectfully request that you close your file. On behalf of Transform, please know that we value ******************** as a customer and apologize for any frustration or inconveniences she may have experienced. If you have any questions or concerns, please contact me at ******************* or via email at ***********************************************************.

Sincerely,

***************************
Transform Regulatory Complaint Specialist

cc: *************************** Via: USPS
Initial Complaint
Date:10/04/2022
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 am 82 years old. Have been with Sears for longer than I can remember. Each appliance I have purchased also have protection agreement that I continuously pay them for. Since August 2022, I have been waiting on Sears to come and replace parts that they said I needed and they ordered for my washer. Each appointment day that arrived , I have received a call that the technician has been in accident, the technician is sick, or they just stand me up and didn't show. They recently took $416.00 to renew a contract thru 3/23. 10/3 I decided to cancel so I began calling at 9:41 am ONLY to be transferred 6 TIMES. I was denied cancellation because of a pending appointment supposedly for 10/14 , in which I DID ask them to cancel, because they continue to not show. Suddenly during the call, I was told it was cancelled and to call 24hrs to confirm. Today 10/4, is 24 hours later at 11:55 I called to confirm. They said it was NOT cancelled and the issue would be escalated and allow 72 hours to hear from them. I ask for supervisor, they said supervisor would call in 2 hrs. That was at 12:00 it's 2:20 pm, No call, so I called them, they had me on hold for 10mins to tell me its now cancelled and I will receive confirmation email 3-5 days. I have been without a washer for over a month. I have not received service, neither have I been able to cancel the contract that they continue to take payments from me. I feel as if I'm being mishandled and mistreated because I am a senior citizen. And really need help with this ************************* ************ 773.468.8054
Business Response
Date: 11/15/2022

November 15, 2022

Better Business Bureau
Customer Relations
330 *****************************************************************************

Reference File # ******** *************************

Dear BBB Customer Relations:

We have completed the investigation of **************** complaint regarding her dissatisfaction that the washer was not repaired in a timely manner, and her request to cancel the coverage.

Firstly, we apologize for any inconvenience or frustration that **************** may have experienced. According to our records, on July 27, 2021 **************** renewed the protection agreement coverage on her washer, dryer, range, and refrigerator; with expiration date of March 3, 2023. On July 28, 2022 she requested service on the washer and the tech replaced the actuator; the repair was completed on August 4, 2022. Two weeks later on August 18, 2022 **************** requested service again because the agitator was not turning and a new service order was created. On September 6, 2022 the technician assessed the washer and replaced the hub, and splutch kit; the repair was completed that same day. The next day **************** called again and reported that the washer was still not working and a new service order was created. Our tech arrived on September 9, 2022 and ordered several parts; service was scheduled for September 29, 2022 to complete the repair. Unfortunately, the technician was sick and service had to be rescheduled. **************** cancelled service on October 3, 2022. Our service unit contacted **************** daughter and she confirmed that they no longer required service because they purchased a new washer.

**************** requested to cancel the protection agreement for a full refund. However, the cancellation terms state that a prorated refund would be issued less any paid claims. Since we serviced the washer twice and **************** cancelled the third service order before the repair was completed, she would not be due a refund on the coverage. The coverage on the washer was removed. However, coverage on the dryer, range and refrigerator is still in effect until March 3, 2023. With that being said, since we have addressed the issue brought forth in **************** complaint, we have closed our file.

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

Sincerely,

***************************
Regulatory Complaints Specialist
Initial Complaint
Date:10/04/2022
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 called Sears Home Repair because my refrigerator was no longer getting cold and stopped working. My initial appointment in May 2022, the repairman said that the appliance needed new parts and it would cost $1,148.86. We paid a down payment and the parts were ordered. A month later (June 2022), the repairman returned and after inspection of the parts, we were told that one part was damaged and had to be re-ordered. The part was re-ordered and the repairman returned a month later (July 2022) to replace the parts. After the new parts were put on the appliance and freon added, we paid the remaining balance. However, the refrigerator worked for only two days and the original problem returned, no longer getting cold. The repairman returned a month later (August 2022) and tightened the parts the previous repairmen replaced, added freon and the refrigerator worked for another day and again, stopped working. I called the customer service number that the ************************************************ gave me *************) and requested a full refund since my appliance could not be repaired. On September 6, 2022, I spoke with a Sears customer service representative and was told that I would receive my full refund of $1,148.86 in 14 business days. When I did not receive my refund, I called back and this time I was told that my request was denied but they could not give me a reason and told me to email *********************************** I sent 2 emails (28 and 29 September 2022) and have not received any response or acknowledgement that my email was received.
Business Response
Date: 10/25/2022
October 25,2022

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. **** 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. *** 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 $979.86 via check. The trip charges are not refundable. The refund was processed on October 24, 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 Mr. ********;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:10/04/2022
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.
On September 9, 2022 a Maytag technician came to my house to troubleshoot an issue with my washing machine. Upon his arrival he told me his name was ****. He did not provide a business card. After checking out my washer he communicated that it will need a new motor, and immediately said that I will have to pay $454.93 for the motor and service. He also mentioned, for $49.99 a month, I will have all appliances in my home covered in case anything should break. I told him, I will think it over and consult first with a friend. He told me, I could have the part by the following Friday if I would pay him the money and get my appliances under a warranty, and if I decided after discussing it with my friend I did not want the warranty, I could cancel it at anytime. I spoke with my friend 2 hours later and decided it was not worth the money because my washer was over 12 years old. I immediately from that point forward made every attempt to contact the Sears **************** and the technician, all to no avail. The email address and phone numbers listed on the emails they send does not work. I have sent out numerous emails to notify these two companies that I never received the motor and that I canceled my service through several emails. I also put a stop on all future monthly payments of $49.99. Now I am being harassed with emails, phone calls and received a letter from a debt collector (TRS Recovery Services). I have made every attempt to contact these people and have not received any response from my emails and no answer when I call. I am being harassed constantly, and would like for them to stop harassing me!
Business Response
Date: 11/16/2022
BBB Customer Relations
**********************
330 ****************., Ste. #****
*******, ** 60611

Re:
18158183

Dear BBB Customer Relations:

We have completed the investigation of Ms. ****** complaint regarding the repair of her washer.

It is unfortunate that we failed Ms. ****** expectations on her washer repair. Per her request we have submitted the request for a full refund of what she paid on the service which we have as $454.93. We also show the warranty was cancelled at her request.

Since we have honored Ms. ****** request to cancel and refund the warranty and service we have closed this case.

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

Sincerely,

********************************
Regulatory Complaint Specialist
********************************************************
Initial Complaint
Date:10/04/2022
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.
The business was contact in June to fix my refrigerator. They have been out three times and continues to put in parts. A compressor was put in and failed. With the protection agreement after three times, they are to replace the refrigerator. This is not being done. I am diabetic and a senior and need a refrigerator. They said they can't come out for two weeks which is unacceptable.
Business Response
Date: 10/24/2022
October 24, 2022

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

Reference Number:18164690
Re: **** And ***********************

Dear BBB Customer Relations,

We have completed the investigations of **************** complaint regarding the refrigerator and her 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. For clarifications, with any service-oriented industry,there is always going to be the possibility that appointments might need to be rescheduled. While there are various factors that can cause this to happen, in this case, the technician needed to spend longer at one stop and was unable to complete his route. Technicians make every effort to complete their assigned routes every day. Unfortunately, there are days when this is not possible. I am sorry she was not notified of possible rescheduling within a reasonable time. As of today we show the repair for the refrigerator was completed on October 22nd. If the refrigerator was still not working she can contact me directly via email for further assistance. With this being said, since we show the repair was completed 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:10/04/2022
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.
Repair appt Aug 4 for non cooling refrigerator. Parts ordered and paid for. Total: ******. Repair was unsuccessful. I scheduled new appointment on 8/6 for 9/8. Waited a month. The evening before the appointment, Sears canceled. I have been trying to reschedule by phone and online but am not successful. I cant reach a live person and I cant get an appointment. I just want my expensive refrigerator repaired. I had to replace it because I would have been without for much too long. It is unprofessional. And because it is a Kenmore Elite only Sears has the right to repair. Any other voids the warranty. Im stuck in a nightmare. Please help. Thank you.
Business Response
Date: 11/05/2022
November 5, 2022

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

Re: # ******** *******************************
Dear BBB Customer Relations:

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

That being said, ******************** currently has a scheduled repair appointment on November 23, 2022, and we are working with our service department to get something sooner. If we are able to get an earlier appointment ******************** will be notified. Since we were able to confirm that ******************** has a pending service appointment to finalize the repairs on her refrigerator we respectfully asked that this file be closed. Should ******************** have any additional questions or concerns, she is welcome to contact me via email at ***************************************
We apologize to ******************** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.

*********************
Regulatory Complaints Specialist
Transform SR *********************************

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. However I do not wish to close the file until the repair is made to my satisfaction. Scheduling a service call 3.5 months after the original is not satisfactory and while I understand they want the file closed, I still do not have a working refrigerator. I appreciate BBB because I feel that if I hadnt contacted you, I wouldnt have had a response. Please allow me to contact you when I have a working refrigerator. Thank you.

Sincerely,

*******************************
Initial Complaint
Date:10/03/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have a Sears Services Protection Agreement, which I paid several thousand dollars for a 3 year contract, which allows me to receive repairs on included appliances for free or replacement if unable to repair. 7/20/22-requested service for freezer (fridge/freezer combo)7/22/22-assessment by technician, parts ordered 8/3/22-part installed 8/5/22-technician checked in and I reported that repair did not solve the problem, more parts ordered 8/25/22-I called technician to check on parts, he's checking 8/31/22-technician installed part 9/2/22-part did not solve problem, technician checking on another part 9/14/22-I called technician, part is not available, nothing else to replace 9/14/22-I called Transformco (Sears) re: replacement. They only have 8/3/22 service on record. Will send an "escalation" to ************* to get updates from technician. 9/14/22-I texted the technician asking him to update his info so replacement can move forward.9/15/22-technician responded to text saying "I sent them the information that parts are not available to fix this unit we have tried all other things to fix i will let you know what they say"9/23/22-I called Transformco. They have not received any updates. Sent another "escalation" request. I requested call back from Supervisor.9/26/22-I called for update. Still waiting for info. Requested supervisor call back.10/3/22-I called for update. Still waiting for info. Nothing received. Sent me to overflow **** who sent me to parts who sent me back to benefits. No progress. No info. No supervisor call back ever. No department can move forward without documentation of service and technician says he sent it.Claim #******* I have spent hours on the phone over the last several months and nobody can assist me with the service agreement that I paid for. Waiting for replacement, but for how long? Have not had a working freezer since July. Very poor customer service and just getting the runaround. No accountability. No resolution.
Business Response
Date: 11/04/2022
November 4, 2022

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

Reference Number: 18160862
Re: *************************

Dear BBB Customer Relations,

We have not completed the investigations of ****************** complaint regarding the refrigerator and that it was not repaired in a timely manner. Due to limited time for us to provide an update to Better Business Bure we ask for additional time while we continue to work with her.

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 contacted the service provider to see if we can get the part needed to complete the repair. It was determined that the part was not available from the manufacturer but it can be sourced from another vendor. The part could take up to 3 weeks to arrive to her address. We reached out to ***************** right away and advice that we would like and try to continue the repair due to the availability of replacement refrigerator comparable to hers. She is in the process reviewing her options and once we received her decision we will continue to work with her. With this said, 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: ******************************************************************************
Customer Answer
Date: 11/10/2022

Complaint: 18160862

I am rejecting this response because: I am going to copy and paste my documentation of this entire ordeal. I see that they have expressed extensive apologies to the BBB in how they've handled this, yet in any conversation I've had with the company, this has not been expressed to me, as the customer. ***ir customer service numbers (several on their website) all lead the customer in a circle with no end. One day I was on the phone for 1.5 hours, spoke with 3 different departments, 3 different people, was on hold for many minutes in between, all to be transferred back to the original department who had no answers. It is impossible to talk to anyone in the "Overflow Department" to ask about their accuracy/documentation of service visits. Per our contract, there needs to be a certain number of service attempts before they will replace an appliance and if they don't have accurate records, what is the customer supposed to do? I emailed *********************** on 11/9/22 and am awaiting response, but this complaint is in no way resolved at this point. We used to receive a receipt after each service visit with details including what parts were installed, cost of the part, cost of the labor, and then a zero balance due to our Protection Agreement, however since they've changed technicians, we no longer receive anything when they leave, so I have no record of specifics installed and the technician is no longer returning my calls regarding this matter.
My documentation is as follows:
Sears Protection Agreement services regarding:
KitchenAid refrigerator at ********************************************************** *****
********************** Protection Agreement #***************

7/20/22 Initial call for refrigerators freezer service.Freezer not freezing, not keeping ice cubes solid.
7/22/22 Serviceman (**** @ ******* Appliance Service ************) came to the house and assessed issue. Ordered a part.
8/3/22 **** installed part (freezer fan) and said to give it a couple days to see if it worked and that hed check in on Friday 8/5/22 to see if it did.
8/5/22 **** called, and I stated that the fix did not work. ******* was still not freezing. I asked if he was going to come by and look at it and he said that he didnt need to come by and that he would order other parts (new ice maker & circuit board) that he thought could also be causing the issue.
8/25/22 I called **** to find out status of the part ordered, and he stated he was still waiting for it.
8/31/22 **** came by and installed the partsnot sure which parts because we no longer get a printout of what was done (parts/labor)during a visit, like we used to.
That fix did not resolve the problem either. I was told by **** that hed look into another part.
9/14/22 I sent **** a text message at 7:37am with my name and address and stated Looking for an update on freezer part(s).
9/14/22 I called Transformco ************ and spoke with *****, then ***** in the Benefits Department. This is when I learned that they only showed 1 record regarding service on 9/3/22 that that the ticket was closed after the first part was installed. ***** created Case #******* and said the case would be sent to the overflow department to contact technician for complete service information.
9/14/22 I sent a follow-up text message to **** at 12:55pm that read
I finally reached a human in the benefits department at Sears regarding our appliance warranty service plan. At this point, their records show only 1 visit to our house, therefore they in no way would consider a replacement fridge/freezer at the time. ***y have submitted a request for documentation of service from you or whomever you work through. This is the documentation I have:
7/20 requested service for freezer repair
7/22 initial visit from you to assess issue, part ordered
8/3 part installed (shows ticket was closed on their end)
8/5 you called me to check and see if part solved problem. It didnt. New part(s) ordered.This should be considered a visit.
8/25 I called you to check on part. Not arrived yet
8/31 parts installed,still not working properly, parts ordered again
9/14 I called you to check on parts. You will check and get back to me
*** only info they have is of the date that ticket was closed. Why is that? ***y cannot replace this for us unless you tell them the parts arent working or theyre unavailable. ***y need all of this info in their records. We paid a hefty price for this warranty plan and I dont feel that its helping us in any way. We still dont have a properly functioning freezer and its been months.

9/15/22 @ 8:14am Todds text response
I sent them the information that parts are not available to fix this unit we have tried all other things to fix I will let you know what they say
9/15/22 My text response shortly after Thank you.
9/23/22 Called Transformco. Said they didnt get any information from the technician. ***y would send an expedited order for this to be completed by the ************** I requested a call back from a Supervisor.
9/26/22 Called Sears/Transformco to check on status. ***y are still waiting for the information from the technician. I requested that a Supervisor call me back.
10/3/22 I called Sears/Transformco to check if information has been received. It has not. I asked what I was supposed to do because the technician said he sent in the information, but they say they havent received it from the ************** Transformco said that information goes from the technician to the overflow department and then to them, so if the overflow department isnt entering the information, then they have no way of reviewing it.
Sounds like a company structure problem and not something the paying customer should be put in the middle of.
10/3/22 filed a complaint with the Better Business Bureau,complaint case number is 18160862
10/27/22 received an email from Transformco:
*****************,
I am reaching out to you regarding the complaint we received from the Better Business Bureau for the refrigerator that still not working. I am very sorry for the inconvenience in the matter and I understand how frustrating this has been to you. I reached out to the service provider and we were told the part that is needed to complete the repair is available from another vendor but it could take up to 4 weeks to arrive. We would like to offer a rental reimbursement refund until the part is available and we will refund you back. We would like to go this route since it's going to be hard to get a replacement refrigerator like yours.Kitchen aid is no longer made with the same refrigerator and we do not carry a Kitchen aid appliance at this time. Let me know if you would like me to have the repair team placed the order for the part and you will get a rental. Thank you.

***********************
SPECIALIST | REGULATORY COMPLAINTS
F: ************
TRANSFORMCO

10/27/22 My response:

****************,

Before I make a decision I would like to see your records of visits made and which parts were already replaced and what new part can be ordered.
Per the contract agreement, if a replacement is necessary,it states if that brand/model is not available then a comparable replacement would be made. True?

*************************

10/27/22 *********************** response:

******************,
Our record shows you called and set up a repair visit on July 20th because the refrigerator temperature is fluctuating. *** service provider was at your home on July 22nd and it was noted that it needed the evaporator fan motor in the freezer to be replaced and placed the part order. On August 3rd he came back installed the part and close the call. On August 4th you called back stating the temperature still fluctuating, you set up another repair visit. According the service provider a *** board is needed and the part was placed on order unfortunately, it was not available from the manufacturer and we were able to locate from another vendor. We were told the part should take 2-3 weeks to arrive and when you received the part, we will set up for a technician to come and install it.

Per the contract agreement, if a replacement is necessary, it states if that brand/model is not available then a comparable replacement would be made. True?
That is correct.
Your refrigerator is no longer made and it's not available anywhere. Due to the ongoing issue attributed to the global shortages of appliances we do not have a refrigerator comparable to yours at this time.However, if you go to our website and find something that you like and available send it to me and I will check the availability and when can you expect to receive it. Regarding the dollar amount I can not provide you yet since we are not authorizing the replacement as of yet.

Thank you.
***********************
SPECIALIST | REGULATORY COMPLAINTS
F: ************
TRANSFORMCO

11/2/22 Email from ****************:
*****************,
I wanted to follow up with you regarding the refrigerator and how you would like to proceed. Please advise. Thank you.
***********************
SPECIALIST | REGULATORY COMPLAINTS
F: ************
TRANSFORMCO
11/4/22 Email from BBB.org

This message originally read on 11/4/2022
*************************
**********************************
********,** *****

Dear *************************:

This message is in regard to your complaint submitted on 10/3/2022 against Transform Holdco, LLC. Your complaint was assigned ID ********.
Thank you for taking the time to inform us of your experience with this business. BBB has received a response from the business regarding your complaint. *** details of the complaint activity (including the business' response) are viewable below, or attached,and/or have been forwarded to you directly by the business.
If the business response satisfies your concerns indicate as such on the case link "Accept Business Response" or let us know in writing that your complaint has been resolved.
If the business response does NOT satisfy your concerns indicate as such on the case link "Reject Business Response" or let us know in writing that your complaint has not been resolved. Please also provide a detailed explanation of what you continue to dispute and supply any documentation that supports your case.
Please provide a response within 7 calendar days. If your BBB does not receive a response in the indicated timeframe, your complaint will close as Assumed Resolved and the business will be notified. If you provide additional information regarding your case after the case has been closed out as Assumed Resolved, it is up to the discretion of your BBB Customer Relations Advocate to reopen the complaint based on the additional information provided.
*** text of your response ***be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any personally identifiable information in your response. By submitting your response, you are representing that it is a truthful account of your experience with the business. BBB *** edit your complaint to protect privacy rights and to remove inappropriate language.
Sincerely,
Customer Relations Representative
**********************
121 **************, Suite 2000
*******, ** 60601
************
**********************************************************************************************
************************

MESSAGE FROM BUSINESS:

November 4, 2022

BBB Customer Relations
**********************
***************************************************** *******, ** 60611

Reference Number: 18160862
Re: *************************

Dear BBB Customer Relations,

We have not completed the investigations of ****************** complaint regarding the refrigerator and that it was not repaired in a timely manner. Due to limited time for us to provide an update to Better Business Bure we ask for additional time while we continue to work with her.

First, we would like to apologize for any inconveniences or frustration ***************** *** have experienced in this matter. *** 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 contacted the service provider to see if we can get the part needed to complete the repair. It was determined that the part was not available from the manufacturer but it can be sourced from another vendor. *** part could take up to 3 weeks to arrive to her address. We reached out to ****************** right away and advice that we would like and try to continue the repair due to the availability of replacement refrigerator comparable to hers. She is in the process reviewing her options and once we received her decision we will continue to work with her. With this said, we ask to have this matter close.

Again, we apologize for any problems or frustrations that ****************** *** 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 *** contact me directly via email.

Sincerely,
***********************
Regulatory Complaints Specialist
Email: ******************************************************************************
11/9/22 I called KitchenAid Parts department and asked them to look up availability of a *** board (main control board) for Built-in refrigerator, model #KBRC36MHS01, part number *******. Zeke, who I spoke with, said that part is no longer manufactured and available and that there are no substitutions for said part.

11/9/22 My email to ****************:

****************,

I am having a hard time deciding how to proceed because your company still does not have the proper documentation of visits made to my house for repairs. Repeatedly, I have been told that this is an issue with the Overflow Department, yet neither party, yours or theirs, wants to take any responsibility for this. If you don't have accurate records, then you don't know the efforts I have made to resolve our repair issue. Today, 11/9/22, I contacted KitchenAid parts department and spoke with ****, who informed me that part #*******, which is the *** board, is no longer manufactured or available.*** technician we've worked with made attempts to get this same part elsewhere and said it was unavailable as well. If you're saying the part is available,then why would it take 4 weeks to get here for installation? I feel like I have done everything I can from my end working with a company who has been unresponsive despite my numerous requests for call backs from any Supervisor. I would like to pursue getting a replacement at this time since it's been almost 4 months with no resolution. I do not feel like I should wait another month for a part that *** or *** not arrive and *** or *** not resolve our issue. Please let me know what a comparable replacement would be and if it's not available from Sears, do you offer a replacement amount so we can purchase one elsewhere?

*************************

Sincerely,

*************************
Business Response
Date: 11/17/2022
November 17, 2022

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

Reference Number: 18160862
Re: *************************

Dear BBB Customer Relations,

We have completed the investigations of ****************** complaint.

We received ****************** rebuttal to our response regarding the refrigerator that has failed and it was approved for a replacement under the agreement for $5000.00. She has a built in Kitchen Aid refrigerator that we no longer carry a comparable replacement model. Under the terms and condition of the agreement cash replacement refund in lieu of the replacement is not a provision that is being offered. However, due to the not having a comparable replacement model available we offered to send her the check of $5000.00 so she can go and buy the refrigerator somewhere else. ****************** accepted the offer and she should receive the refund check from the agreement office within the next 2-3 weeks. With this said, since we provided her the cash replacement refund and she accepted we again 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: ******************************************************************************
Customer Answer
Date: 11/21/2022

Complaint: 18160862

I am rejecting this response because: I have signed the paperwork in order to receive the $5000 built in refrigerator replacement check, however I have not received it in the mail. As soon as it arrives, I will reach out to close this complaint with the BBB, but I would like to keep this open until then.

Sincerely,

*************************
Initial Complaint
Date:10/03/2022
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.
NOTE: I could not find an address to Sears Home Services. I used the on I found on-line. We have a Master Protection Agreement (Contract #***************) that is renewed annually for our washer and dryer. The telephone number on the Master Protection Agreement is **************. Our washer is making a thudding noise during the spin cycle and it is leaking water. Here is my record of notes:1.) Appointment was sceduled for 7-14-22 between 1PM and 5PM. Took 4 hours off work, was told truck broke down. They rescheduled for 7-28-22 between 1PM abd 5PM.2.) 7-28-22 took 4 hours off work, was told truck broke down again. They rescheduled for 8-15-22. 3.) I found an opening prior to 8-15-22 and rescheduled myself for 8-6-22 between 8AM and Noon.4.) 8-6-22 Technician noted "Uneconomical to repair". this is noted on attachment.5.) 8-8-22 received a phone call letting me know that I would be emailed information to pick out a new washer for replacement and old one would be taken away, all at no charge because I have the Master Protection Agreement. Never received anything.6.) 8-16-22, Received a voicemail stating they were sending a technician out on 8-25-22 between 1PM and 5PM to re-diagnose before replacement or repair can move forward. 7.) 8-25-22, I took 4 hours off work, was told technician couldn't make it. They rescheduled for 9-7-22 between 1PM to 5PM.8.) 9-7-22 I took 4 hours off work, technician ordered parts. See attachment, stating parts and labor are covered by the Protection Agreement. Technician scheduled appointment for repair on 9-26-22 between 8AM and noon.9.) 9-26-22 technician called to say that repair would not be covered and we would have to pay because rust and corrosion is not covered. I have taken so many hours off of work for this. I was told I would receive a replacement per the Protection Agreement at no charge. They knew the issue and specifically noted that it was covered under the Protection Agreement at no charge.
Business Response
Date: 10/31/2022
October 31, 2022

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

Reference Number: 18154284
Re: ************* *************************

Dear BBB Customer Relations,

We have completed the investigations of Mr. ******** complaint regarding the washer 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 due to the multiple repair visits for the washer we made a decision to replace under the agreement for $750.00. We sent her an email at ***************** and provided her with the authorized amount and with the replacement information. As of today we have not received his response. Since, it was our understanding the replacement washer resolved his complaint we ask to have this matter closed. 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: 11/01/2022

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,

***** Or *************************

I recently had surgery. The response noted we had 90 days to reply. I will reply to the email with our choice of a washer by 11-7-2022.
Initial Complaint
Date:10/03/2022
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 refrigerator from sears and purchased a service warranty. I have been waiting for almost 2 months to have my fridge fixed. Sears sent the parts, scheduled an appointment - I waited 8 hours at home waiting. They cancelled the appointment at the 8th hour - the new appointment is in 3 weeks. I have 2 children and have been without a fridge for so long. I have called multiple sears numbers and I havent been able to talk to a human being. I find this service to be fraudulent- they have no accountability to the customers whose money they collect every month. I just want a fridge that works. This is costing my family so much money.
Business Response
Date: 10/27/2022

October 27,2022

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 Mr. ******** complaint regarding the problems she encountered with the repairs on his refrigerator

While we attempt to provide appointments that are convenient for our customers and expedite the time frame when we can, it is not always possible. COVID-19 has affected not only Sears but companies all over the world. Due to the current situation we have seen delays in appliance parts and service. We are also experiencing a shortage of service technicians due to the pandemic and the need for isolation per state mandates which is seriously affecting service times. Wait times for services at this time is approximately 2-3 weeks, across the industry, not just Sears.Everyone is feeling the effects of this pandemic. Please understand that we are doing the best we can with the available resources. Our records indicate that, service was completed on August 23, 2022.Also, we process a refund back to his credit card ending on **** for ******. Since he should have not been charged for the trip charges,since his refrigerator is covered under a home warranty. 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. *********************** his requested resolution,we have closed our file
We apologize for any problems or frustrations that Mr. ************;has experienced with Sears. We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints.Please feel free to contact me at **************************************** if you have any further questions.

Sincerely,

*************************
Regulatory Complaints Specialist

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