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.
2,224 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:10/01/2022
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 signed up for a warranty on multiple home appliances. A little bit over a year after purchasing the appliances and warranty, my ac and warranty went out. I called the company to utilize the 5-year warranty and was charged $100 (per appliance) for a technician to come out. The technician came to service each appliance but was unable to complete the job because the required piece was outdated/ out of stock. The technician noted to the company the product was unable to be repaired. I called the company again after this incident to get a resolution. The company acknowledge my issue and stated that they would get back with me. No one got back with me. I was unable to fic my appliances and only requested reimbursement/replacement of the same product. I was let with rough water and no ac in my upstairs unit. I continue to reach out to someone for help, but no one can help. The warranty is a 5-year warranty that I am current on. never missed a payment. Contract #******** The monetary value of the warranty is currently more than the actual product itself.
Business Response
Date: 10/27/2022

October 27, 2022

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

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

Dear BBB Customer Relations:

We have completed the investigation of **************** complaint regarding the problem he encountered with the repair of his water softener and his central AC unit through his home warranty.

We would first like to point out that HomeSure of ************** is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs) which is a subsidiary of Cinch Home Services (CHS), and as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programs. HomeSure of ******** **** is not a related or owned entity of Sears ******************** Sears ******* & Company or Sears Home Services (collectively Sears); the Agreement is branded with the Sears name only. This is clearly stated under the terms and conditions of **************** contract.

We reached out to Cinch Home Services to assist with **************** concern. CHS reviewed the service on the water softener and the technician reported that no failure was found with the unit itself. However, the brine tank needs maintenance and it is low on salt; this is not covered by the warranty. As for the air conditioning unit, their technician reported that the evaporator coil was non repairable. ************** informed CHS that he already had the evaporator replaced and sent CHS a copy of the service invoice for reimbursement. CHS reviewed the invoice and have issued ************** a $794.68 refund check; he should receive it within 10 business days. If ************** has any concerns regarding his claims or terms of the contract, he can contact CHS at ************** to discuss. 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

Customer Answer
Date: 11/03/2022

Complaint: 18155019

I am rejecting this response because:
As listed in the Customer Relations response, post investigation, Homesure of ************** is the obligor of the Sears Home and Appliance Warranty Programs. However,Cinch Home Services is the company that auto-deducts the monthly warranty fees from my bank account. For this reason, contacted CHS who sent 2 different Technicians at a cost of $100 each to service my air conditioning unit and water softener tank.

The Service Technician for the water softener unit reported no failure was found yet the brine tank needed maintenance and was low on salt. However, the unit was not low on salt. It was not operating effectively due to it needing to be reprogrammed which is why I contacted CHS for servicing. Since CHS is stating maintenance is not covered under the warranty, the technician should have stated so or provided additional details on what needed to be done to get the unit repaired. Instead, the Technician looked at the unit, put the box back on and left without giving my wife details on the outcome.
The evaporator coil on the air conditioning unit was reported as non-repairable by the CHS Technician, however, that information was incorrect. I reached out to a non-CHS company that was able to repair the unit since CHS was adamant they were unable to do so. After the repairs were completed, I contacted CHS again to inform the company the evaporator was repaired. At the request of the ******************** Representative, on 10/25/2022 I forwarded her a copy of the receipt for repairs which were $3,047.23. These costs include a 2-ton coil, 5 lbs of freon, a TXV valve and a liquid line filter drier. All these items were necessary for the repairs of the ** unit. Therefore, I do not understand why CHS is attempting to issue me a refund for $794.68. Also, if CHS deemed the evaporator coil as non-repairable the entire unit should have been replaced under the home warranty.

The day I submitted the receipt of my repairs to CHS, the **************** Representative stated several times they will buy me out. To my assumption, this means the check issued for $794.68 is related to severing my Home Warranty Contract.
I need clarification as to what the $794.68 check is for and the continued terms of my Home Warranty contract.
Thank you for your time.

Sincerely,

***********************
Initial Complaint
Date:09/30/2022
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 PURCHASE A PRODUCT FROM SEARS THAT WAS UNDER MANUFACTURERS WARRANTY AND NOT A SEARS SERVICE WARRANTY. IT WAS ALSO NOT A KENMORE PRODUCT. MY PRODUCT FAILED AND NEEDS TO BE REPLACED. SEARS IS GIVING ME THE RUN AROUND WITH THE MANUFACTURER REPLACING THE ***** I HAVE CALLED OVER 4 DAYS TRYING TO GET MY HOT WATER HEATER REPLACED. THERE IS NOTHING BEING DONE EXCEPT TELLING ME TO CALL THE MANUFACTURER. THE MANUFACTURER, RELIANCE, CANT SEND A REPLACEMENT BECAUSE THEY ARE NOT A RETAILER! SEARS IS THE RETAILER! THEY ARE NOT HELPING ME GET TO MY ISSUE RESOLVED FOR MY FAMILY. FUTHERMORE, I HAVE TO DEAL ON THE ***** WITH PEOPLE FROM ******** THAT ARE FOLLOWING A SCRIPT TO TELL ME TO CALL THE ************ WATER HEATER LINE. ONE *** TOLD ME THEY NEEDED TO SEND OUT A TECHNICIAN TO VERIFY MY CLAIM, HOWEVER WATER IS POURING OUT THE BOTTOM OF THE WATER HEATER AND FLOODING MY ATTIC. I CANT EVEN GET TO A MANAGER OR ANY LEVEL OF AUTHORITY TO HELP ME. I NEED TO BE ABLE TO SEND SEARS MY REPAIR BILL FOR MY DAMAGES. PLEASE REACH OUT TO ME. SEARS CASE#*******. RELIANCE CASE #R13616755. THANK YOU.
Business Response
Date: 10/31/2022

October 30, 2022

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

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

Dear BBB Customer Relations:

We have completed the investigation of Mr. ********* complaint regarding the problem he encountered when he requested warranty service for his Reliance water heater.

We reviewed the case notes related to Mr. ******** water heater. According to our records, ****************** owns a Reliance water heater model with a 12 year manufacturers warranty on parts and the tank; consumer is responsible for labor. The obligor of the warranty is Reliance, not Sears. The owners manual instructs the consumer to contact Reliance ******************** to make a warranty claim. With that being said, since we have addressed the issue brought forth in Mr. ********* 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:09/29/2022
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 April 26 we called Sears home services for repairs on my thermostat Sears sent out 2 guys to come out few days later they stated they would order the parts needed. Sears sent out another 2 guys they put up the thermostat and notice it was broken and stated I would be refunded for the parts and repair since it was on the sears repair service
Business Response
Date: 10/27/2022
October 27,2022

***********************
Better Business Bureau
330 ****************., Ste. #****
*******, ** 60611

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

COVID-19 Impacts: Due to the ongoing COVID -19 pandemic, we are experiencing longer than normal response times to work with a representative. We have been impacted by the global supply chain shortage which has caused delays in processing concessions and benefits. The pandemic has also impacted repair services, availability of parts, and delivery of replacement products. We apologize for any delays and inconveniences resulting from this pandemic. We are doing our very best to provide the services as safely and quickly as possible. We appreciate your patience.

We have completed the investigation of ****************** complaint regarding his dissatisfaction with the charges for the repairs on his refrigerator.

Upon receiving ****************** complaint, we reviewed the notes in our service regarding his refrigerator repair. The repairs in fact were covered by the manufacturer, and it was an entry error. We submitted a refund request for $400.86,the refund was processed on October 27, 2022, we would note that it can take 2-3 weeks to receive the check and if he has not received it within that timeframe he is welcome to email me for assistance at ***************************************** With that being said, since we did provide **************** with his requested resolution, we have closed our file.

We apologize for any problems or frustrations that **************** may have experienced with Sears. 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:09/29/2022
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 called Sears Home Services at telephone # ************** and told them that I needed my Kenmore Dryer repaired. The door switch was not working and as a result the dryer would not stay on and rotate unless I stood there and hold the door in place. I was given an appointment for June 22, 2022 between 1:00pm and 5:00pm. Order number is ***************. The technician arrived at 1:45pm and repaired the dryer. I was charged $353.94. I paid the technician with my credit card. He said I would receive a receipt via e-mail from the office, usually within 24 hours when they cleared the credit card payment. Payment was made by my credit card bank in the amount of $353.94, as follows: Transaction Date - June 23, 2022; Post Date - June 25, 2022; Description - Sears **** RichmondVA. To date I have not received the receipt. I have made several calls requesting the receipt and each time I have been told it will be e-mailed with 24 - 48 hours. The last three calls were made on August 3rd; August 10th and September 20th. of this year. If you can assist me in securing the receipt it would be greatly appreciated. Thank you very much.
Business Response
Date: 10/27/2022
October 27,2022

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

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

Dear BBB Customer Relations;

******** 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.

We have completed the investigation of ************** complaint regarding her dissatisfaction with the technician not providing copy of the receipt for cost for repairs on her dryer.

First, we would like to apologize to ************ for failing her expectations. We do not take these matters lightly and we sincerely regret any inconvenience she may have experienced as a result of this issue.

We had contacted our service unit, and requested that copy of the invoice to be emailed to ************ *********** unit replied back that the receipt was emailed to her on October 27, 2022.
If she have any questions, she is welcome to contact me via email at ***************************************** With that being said, since we did provide ************ 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

Customer Answer
Date: 10/29/2022

Complaint: 18145144

I am rejecting this response because: I have not received the receipt. I have checked my e-mails carefully and the spam and junk folders as well. I have NOT received an e-mail from them or the receipt which they said was emailed on October 27,2022.

Sincerely,

***********************
Business Response
Date: 10/31/2022
October 31,2022

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

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

Dear BBB Customer Relations;

******** 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.

We have completed the investigation of ************** complaint regarding her dissatisfaction with the technician not providing copy of the receipt for cost for repairs on her dryer.

First, we would like to apologize to ************ for failing her expectations. We do not take these matters lightly and we sincerely regret any inconvenience she may have experienced as a result of this issue.

We had contacted our accounting department and they confirmed that copy of the invoice was emailed to ************ on October 27, 2022.
We have attached to this letter. If ************ have any questions she is welcome to contact me via email at ***************************************** With that being said, since we did provide ************ 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

Customer Answer
Date: 10/31/2022

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.
The receipt/invoice was emailed to me on October 31,2022.

Sincerely,

******* Hall
Initial Complaint
Date:09/29/2022
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.
Order C722013 placed on 8/15/2022 via a direct call. Told the part was in stock and it would ship within 1-3 business days. Several calls along the way including 9/28/2022 and informed the part would ship 1-3 business days and I still have not received.Very misleading to advertise the product is in stock (in stock at the manufacturer) and never ship the item. I called and was told over the phone the part was in stock at the time of ordering and in stock on subsequent calls, but still no part after 44 days.
Business Response
Date: 10/20/2022
October 20, 2022

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

Reference File # 18145142- *********************

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.

We have called and left a voice mail message for ************, to advise per our GE supplier, part number WR24X10257 is no longer available. The refund has been issued in full back to his credit card for the amount of $79.20. 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
Initial Complaint
Date:09/29/2022
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.
I was contacted by Sears Home Services on 9/3/22 to renew my master protection agreement on my gas boiler and water heater. I did so, and called for a maintenance check on each appliance. What should have been simple has been a nightmare. I have been calling for over 3 weeks and have spoken to nearly a dozen people. They finally got my water heater checked on 9/26 but as of today, can't tell me when they will have a technician out to do the annual check, or if they will ever have one available. They keep offering to let ME call ANOTHER COMPANY, schedule and pay for the service, and they will (maybe) reimburse me up to ******. The boiler was installed by Sears and the warranty was with Sears. Why would I do this??? Ticket#******* was created today-no one has even looked at my issue in the last three weeks, promised callbacks have never happened. For this worthless service, I could have gone with another *** in the first place. We have used Sears for 60 years. I will never use them again, but I want a qualified technician scheduled asap to come out and do this maintenance check. This is beyond pathetic customer service. Good luck with the ***** call center-************, dial 5, then 2, or ************ --absolutely useless at both #'s! I put "finish the job" for resolution: I need this done asap so we can heat our house. I have attached a copy of their solicitation for the worthless agreement, and the payment receipt. I work for a service company. This company's response has been appalling. Thank you!
Business Response
Date: 11/08/2022

November 8, 2022

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

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

Dear BBB Customer Relations:

We have completed the investigation of **************** complaint regarding the problem she encountered when she requested service for her boiler through her protection agreement and her request to cancel coverage for a refund.

Firstly, we apologize for any inconvenience that **************** may have experienced when she requested to schedule a preventive maintenance check on her boiler. Due to the lack of HVAC service availability, **************** mentioned on her complaint that she hired another service provider and requested to cancel the coverage on her boiler for a refund of $253.03.

According to our records, the agreement that she recently renewed for $253.03 covered both the water heater and the boiler. We contacted **************** and inquired if she wanted to cancel coverage on both units; or just the boiler. **************** confirmed that she wanted to cancel coverage on both units for a full refund. On October 27, 2022 the agreement was cancelled and we issued **************** the credit of $253.03 to her **** card ending in ****. 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

Customer Answer
Date: 11/08/2022

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:09/28/2022
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 just 2.5 years ago and already it is failing to work properly. I did not purchase an extended warranty. I called into customer service approx 07/25/2022 only to be transferred at least 10 different times to 10 different departments only for them to tell me no one is available to come out for a whole month to diagnose the issue, so Im without a properly working fridge for a whole month. When the appointment date 8/25/2022 comes around the tech shows up to my home only to be argumentative, condescending, and rude. He eventually diagnosed the issue and provides an estimate. I inform the tech that I need to make a phone call to Sears home warranty to verify some information. While on that phone call, the agent informs me that I can purchase a warranty from them over the phone that will cover the diagnosis and repair, so I do so and the agent tells me to inform the tech, which I do. He argues with me once again and tells me I should not have done that. I tell him I will again call the warranty department for clarity, by the time I did, however, he has left without informing me and refused the repair and submits a false bill to billing. I ********************* and submit a dispute and after a week before a response they ultimately decide to believe the techs claims of the encounter over mine and still stick me with a bill and threaten to report me to creditors for my refusal to pay the bill. The whole overall experience from the appliance and customer service has been an absolute nightmare. I will not and should not be held responsible for not only poor professionalism, disrespect, and job refusal from the tech but also any incorrect information provided from any Sears employee. Sears needs to take accountability for all inconveniences and issues surrounding this.
Business Response
Date: 11/04/2022
BBB Customer Relations
**********************
330 ****************., Ste. #****
*******, ** 60611

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

Dear BBB Customer Relations,

We have completed the investigation of Ms. ******* complaint regarding her recent service experience.

We found that although **************** was told correctly by the service technician that she could not purchase a warranty over the phone while the tech was in her home and had already completed the estimate we also found that the phone agent informed her incorrectly that she could.

No service warranty will cover an already broken appliance. **************** was offered the only discount that could be offered by the service tech on an already broken appliance, she refused this and then called to see what more she could get at little or no charge to her.

We have canceled the charge for the diagnostic fee for the service, $125.00, and we show that both warranties she tried to purchase after the tech provided an estimate were both canceled and any charges refunded if necessary. That being said we also show that **************** called back several days later to see if she had any other coverage for her refrigerator and was informed that she did not. At this time if **************** would like her refrigerator repaired by Sears she will be responsible for the full repair amount otherwise since we have stopped the billing of the diagnostic fee and explained that **************** does not have any service coverage we have closed this case.

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

Sincerely,
********************************
Regulatory Complaint Specialist
**********************************************************
Initial Complaint
Date:09/28/2022
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.
They're doing business as Sears Home Services. We have a service agreement on our Lawn Tractor. We have been attempting to get service since April 15, 2022 and they keep canceling. The tractor has an issue with the brakes and is unsafe. They have shipped parts, but never have a repairman to come out. We had an appointment for today, 9/26 and they sent a text rescheduling until 10/12. They have rescheduled 6 times now. When you try to call and complain, it's a joke. I've had to pay someone to cut the grass 6 times and they would only return $50.00 twice. Their contract, ****************, says if they can't repair the tractor they will replace it. I think it's past time for them to replace it if they can't get someone out to repair it. Their are thousands of complaints against them on ******** and other sources.
Business Response
Date: 11/12/2022
Please see the attached response.
Initial Complaint
Date:09/28/2022
Type:Sales and Advertising 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 was sent a completely different part than I ordered. There is no exchange option on the website. I just want the part I ordered. I spent $30 on shipping that I wont get back due to their incompetence and they wont give me back my money
Business Response
Date: 10/20/2022
October 20,2022

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

Re: # ******** ***************************
COVID-19 Impacts: Due to the ongoing COVID -19 pandemic, we are experiencing longer than normal response times to work with a representative. We have been impacted by the global supply chain shortage which has caused delays in processing concessions and benefits. The pandemic has also impacted repair services, availability of parts, and delivery of replacement products. We apologize for any delays and inconveniences resulting from this pandemic. We are doing our very best to provide the services as safely and quickly as possible. We appreciate your patience.

Dear BBB Customer Relations,

We have completed the investigation of ******************** complaint regarding her dissatisfaction with
Her order fulfilled by Parts Direct Website.

We have reach out to our Parts Direct Escalation department and they have responded as follows:
We have called ****** this morning and left a voice mail message to advise per our research WH01X27954 is available only with the kit shipped WH08X32697 (included inside kit). Another reshipment at no charge will result with the same, and only kit authorized by the manufacturer. With that been said, 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:09/28/2022
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 enrolled in the Sears Home Services for a refrigerator repair.1st the appointment was 2 weeks out.2nd the technician came, spent less than 5 min. in the house, stated it was this part and "if he only had his other truck, he would have it and be able to fix it that day".Great so go get your other truck.No, he said we had to order the part.So we ordered the part and paid for the repair in advance(before anything was even done).He said when the part arrives, to call and reschedule for a sooner date.I did this, since the website would not allow me to reschedule.The agent could not see an earlier date, but I could when I called 9/23.She told me to make a new appointment, so I did.I called back yesterday 9/26, since it was difficult actually getting to a person, and spoke to a *** to merge the two appointments.She said she did, and she fixed it all.She did not.Today the technician (***) said they cant come out and fix without charging me again.I called and spoke with an ******she transferred me to *****-transferred me to customer solutions-*****-supervisor (very argumentative and rude-this guy seriously need some retraining-kept interrupting, and I felt he was not listening to me-canceled my appointment with the parts and the one that I already paid on).I had to call back to sears home warrantyJaylah?-transferred to repair care-******-transferred to tech specialist-******-transferred to home warrantyEricatransferred to ****** (supervisor) states it has to be fixed by repair care, I told her they had already refused, she talked to them then canceled the appointment for today and maybe put 10/3 backsupposed escalated.Bounced around & spent ~2 hrs on 9/27.All of these agents did not seem to understand me (except ******, who was helpful, friendly, and apologetic).What kind of customer service is this?What am I paying for?I need someone for corporate to address this issue and offer some sort of acceptable resolution to this.Going a month w/out a fridge is unacceptable.
Business Response
Date: 10/25/2022

October 25,2022

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

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

Unfortunately, due to extraordinary circumstances surrounding COVID-19 we have seen delays in all areas of customer and technical service. We are also experiencing a shortage of staff and service techs due to furloughs, the illness or the need for isolation per state mandates and/or furloughs which is seriously affecting all aspects of business. Everyone is feeling the effects of this pandemic. Please be assured that we are doing the best we can with the available resources.

Dear BBB Customer Relations:

We have completed the investigation of Ms. ***** complaint regarding the problems she encountered with the repairs on her refrigerator.

It is regrettable that we failed Ms. ***** expectations when she scheduled a refrigerator repair. We value ************ patronage and we can understand how the series of events noted within her complaint may have exacerbated her frustrations. We do not take these matters lightly and we sincerely apologize to ************ for any inconvenience we may have caused.
Upon receiving Ms. ***** complaint, we contacted the local service unit for assistance. We have been informed that ************ had the service appointment completed on October 5,2022, In the interim, since we are providing the service that we were contracted to provide, we have closed our file.
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. Please feel free to contact me at **************************************** if you have any further questions.

Sincerely,

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

Customer Answer
Date: 10/26/2022

Complaint: 18139788

I am rejecting this response because: there is no response from the business. I still have a damaged appliance. An agent finally came to replace a part and damaged and broke another part of my refrigerator. I need this shoddy repair and new damages addressed, fixed, repaired.

Sincerely,

***********************
Business Response
Date: 11/02/2022
November 2, 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. ***** complaint regarding the issues with the repairs of her refrigerator.

After receiving her rebuttal,we have attempted to make contact with Ms. Kaim on multiple occasions by calling her on **************
However,we have not received any response. Should Ms. Kaim wish to discuss her concern further, and schedule service, she is welcome to email me for assistance at ********************************************************* that being said, 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

Customer Answer
Date: 11/04/2022

Complaint: 18139788

I am rejecting this response because: they just contacted me and left a message. My issue is not yet resolved. Further, today i received a bill for services I already paid for. I am being double billed. I paid for a service that was not performed, that was cancelled then put back in as a recall for service to finish the job I already paid for. I was told I wouldn't be chargex again, yet I am being invoiced for the same service, I already paid for in full before any service was ever done. What is going on? I want a full refund for all payments and a no penalty cancellation of contract. Also, I want recompense for the broke part the technician broke while servicing my refrigerator.

Sincerely,

***********************
Business Response
Date: 11/07/2022
November 7, 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. ***** complaint regarding the issues with the repairs of her refrigerator.

After receiving her rebuttal, we contacted our accounting department, and it looks like our automatic audit system did not find the merchant credit payment for the original charge, so it generated a bill.
Sometimes that happens where the authorization process doesnt complete, and the customers account *** or *** not have the funds withdrawn and they *** or *** not be deposited to us. In this case, we determined that the bill was closed incorrectly, since the service was not completed. So this bill was closed out on October 21, 2022.

In regards to the request for refund, our service is guarantee for 90 days, on October 5,2022 the technician installed the fan motor and the documented that the unit was working, he spend 63 minutes in **** ***** home, We need to send the technician out to verify ************ complaint that the tech damaged a part. Or if ************ has another service company to fix her refrigerator, she can send the receipt and we will review before considering a refund.
Should Ms. Kaim wish to discuss her concern further, and schedule service, she is welcome to email me for assistance at ****************************************************. With that being said, we have closed our file.

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. Please feel free to contact me at **************************************************** if you have any further questions.

Sincerely,

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

Customer Answer
Date: 11/09/2022

Complaint: 18139788

I am rejecting this response because: I have a receipt and record from my credit cars company that the service was paid for, not performed, due to sears technicians cancelling my service for repair after parts were received. They stated had to schedule a reservice or recall service, since they could not open the original paid repair. I ***** since then received a bill for the charges I already paid for. Who do I contact to cancel all our services, get a full refund, and find someone to repair the other parts the technician that finally came out to fix the refrigerator. I also need this duplicated bill resolved, as I already paid. This response does not mention a resolution to rhis double charging.

Sincerely,

***********************
Business Response
Date: 11/14/2022
November 14, 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. ***** complaint regarding the issues with the repairs of her refrigerator.

After receiving her rebuttal, we contacted our accounting department, and it looks like our automatic audit system did not find the merchant credit payment for the original charge, so it generated a bill.
Sometimes that happens where the authorization process doesnt complete, and the customers account *** or *** not have the funds withdrawn and they *** or *** not be deposited to us. In this case, we determined that the bill was closed incorrectly, since the service was not completed. So this bill was closed out on October 21, 2022.

In regards to the request for refund, our service is guarantee for 90 days, on October 5,2022 the technician installed the fan motor and the documented that the unit was working, he spend 63 minutes in **** ***** home, We need to send the technician out to verify ************ complaint that the tech damaged a part.Or if ************ has another service company to fix her refrigerator, she can send the receipt and we will review before considering a refund.
Should Ms. Kaim wish to discuss her concern further, and schedule service, she is welcome to email me for assistance at ****************************************************. With that being said, we have closed our file.

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. Please feel free to contact me at **************************************************** if you have any further questions.

Sincerely,

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

Customer Answer
Date: 11/15/2022

Complaint: 18139788

I am rejecting this response because: this is rhe same answer from the business that I already rejected, because it doesn't address that I have already paid, and they are trying to charge me again. It does not address the broken part that their tech damaged on my refigerator. It does not address my request for a refund. I attached my credit card statement showing my payment to the original complaint. I have attached to this message the bill, asking me to pay for services I already paid for. The last tech that came out, came out to install parts and service I paid for, but the company kept cancelling appointments, and closed the initial ticket with my payment out, and had to create a second recall service to finish the job. They told me I would not be charged twice, but that is exactly what they are trying to do.my card was charged. I have submitted proof that I have already paid.
Further, I have called the number of the agent that left a message. They did not answer. I left a message, and no one has returned my phone call. It has been at least 2 days.

Sincerely,

***********************
Business Response
Date: 11/18/2022
November 18, 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. Kaims complaint regarding the issues with the repairs of her refrigerator.

After receiving her rebuttal, we responded twice already that the bill was closed on October
21,2022. So this matter has been addressed twice already. She should have not received any more bills after that date.

In regards to the request for refund, we have submitted a request to our accounting to issue the refund for $255.42 as a one time courtesy, since she does not want us to go back and check her refrigerator. Even do we cant confirm her claim on wrong doing by our technician, The refund was processed on November 18, 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 said, since we did provide ************ 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

Customer Answer
Date: 11/22/2022

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. I did not see the previous statement regarding the bill. I am satisfied with my refund, assuming I receive it. Thanks.

Sincerely,

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

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