Business Profile

Department Stores

Transformco

Complaints

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

Customer Complaints Summary

6,358 total complaints in the last 3 years.
2,432 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:07/11/2025
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.
On 6/3/2025 I prepaid Sears ************ $ ****** to repair my ** dryer based on their repair estimate. This included parts, labor and cleaning. The parts needed to be ordered and the technician would return once they were delivered to my house.On 6/11/2025 the repair was completed. My final invoice was $433.73. An overpayment of $192.42. The technician said a refund was due to the parts being less expensive than the estimate.On 6/12/25 I called the customer service number and filed a request for the overpayment to be refunded. I was told 3-5 business days but not to call back until 14 days had passed.On 7/2/2025 I called customer service to report I had not received the overpayment refund. First ***** told me to call the next day. I asked to speak to a manager and was connected to another service *****, this ***** then told me I had the wrong department and connected me to another customer service *****. This ***** said the request was still pending but it would be processed in 3-5 business days.7/11/2025 it has now been one month and my refund has not been processed. It seems the customer service *****s can not really help. They just say to wait another 3-5 business days. There is no way to speak to any one in management. Doing some research online the only way anyone has received a refund of an overpayment was to file a complaint with BBB.
Business Response
Date: 07/17/2025
***********************************

July 17, 2025

Customer Relations
**********************
************************************************************
*******, *******;60611

Complaint # ******** ******** ********

Dear BBB Customer Relations:

Thank you for the opportunity to respond to Ms. ********* concerns. We understand her frustration and have thoroughly reviewed the details she provided in her complaint.
Ms. ******** stated that she overpaid the technician, as her final invoice totaled $433.73, resulting in an overpayment of $192.42.
We confirm that a refund in the amount of $192.42 was issued back to her card ending in 1420 on July 14, 2025. Please note that the refund may take between 35 business days to be posted to her account, depending on her financial institution.With the refund processed and no further action required, we consider this matter resolved and our case closed.

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

Sincerely,

****** ******
Regulatory Complaints Specialist
Customer Answer
Date: 07/18/2025

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:07/10/2025
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 was charged ahead of time for refrigerator parts that ended up not being needed or used. No work was done on my refrigerator. I should only owe the service charge for coming out to my house ($129) I need to be refunded to ($620)
Business Response
Date: 07/14/2025

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

July 14, 2025

Customer Relations
**********************
************************************************************
*******, *******;60611

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

Dear BBB Customer Relations;

We have completed our investigation regarding Mr. ********** complaint about the delay in the refund for the parts that were not use for the repairs to his refrigerator.
While we understand Mr. ********* dissatisfaction, our records indicate that he initiated a chargeback with his credit card company. In order to proceed with any refunds, Mr. ********* is required to provide documentation showing that the chargeback has been reversed, as it has not been reflected on our end. Once this proof of reversal is provided, we will review the matter and move forward with honoring any refund that may be due.
We respectfully request that this case be closed on your end, while we will keep our file open pending the necessary documentation from ******************** he have any questions or need assistance, he can reach out directly to me at ****************************************.
We apologize for any problems or frustrations that Mr. ********* 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: 07/16/2025

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:06/27/2025
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 ordered the part on July 28, 2025. When I purchased the part, it stated in stock with a delivery promise of June 2, 2025. I haven't received anything. I call the support number with little to no help. I get told I can't submit complaints over the phone and that an email will be provided to me. I never received a email. I was also told searsparts direct works with a supplier and they are to contact me about an update. I've called twice over the last months and no update from anyone. I want what I paid for. I want someone to hold this company accountable. They are advertising all of their products as in stock ready to ship when that is obviously a lie. There are so many other complaints online about the same issue. BBB needs to bump this business down from thei or A+ rating, that makes BBB look complicit with this shady business.
Business Response
Date: 06/30/2025
***********************************

June 30, 2025

Customer Relations
**********************
************************************************************
*******, *******; 60611

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

Dear BBB Customer Relations;

We sincerely apologize for the inconvenience Mr. ****** has experienced. Upon review, we found that the second part he ordered is currently on backorder from the manufacturer, which caused the unexpected delay.
Per Mr. ****** request, we have canceled the order. A refund in the amount of $94.48 was issued back to his card ending in 1947 on June 30, 2025. Please note that it may take ************************************************** his account, depending on his financial institution.With this resolution in place, we consider this matter closed on our end.
We understand that Mr. ****** has experienced problems and frustration with Sears Parts Direct, and we sincerely apologize for any inconvenience this has caused him. We value our customers and strive to achieve their complete satisfaction,including the resolution of any complaints in a reasonable manner. Please do not hesitate to contact me at **************************************** if you have any further questions.
Sincerely,

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

Customer Answer
Date: 07/01/2025

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:06/27/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 12/02/24, Sears ordered 2 parts for my clothes dryer. On the same day, I decided not to move forward with the repair, and I called Sears and cancelled the parts order. Over the next 2 days, I received the parts even though they assured me they had cancelled the order. After receiving the 1st part, I called Sears and was again reassured they had cancelled my order, but then I received the 2nd part. I then had to return the 2 parts per their protocol. I returned both parts via the ****. I received receipts with tracking numbers, and I was advised to complete a form for each part using the forms (Part Return Refund Request) that Sears had emailed to me, and I submitted these forms to Sears in order to receive reimbursement. I returned the parts on 1/08/25, and I completed and submitted the refund request forms to Sears on the same day. The one part was received on 1/13/25, per tracking. The second part was not received until 3/24/25 per tracking. I have called Sears 4 times since February regarding my refund. The last call was on 5/12/25. I was told that my refund request had been sent to the billing department today (5/12), and they will be working on my refund request. I was advised that the refund amount of $361.55 will be credited back to my credit card in 14 business days. I was also advised that I would receive a text or email with an update on the refund. I never received an update, and I have not heard anything from Sears about my refund. I am still waiting to receive my refund, after dragging on all these months later.
Business Response
Date: 07/03/2025
***********************************

July 3, 2025

Customer Relations
**********************
************************************************************
*******, *******;60611

Complaint # ******** ***** *****

Dear BBB Customer Relations:

Thank you for the opportunity to respond to Ms. ****** concerns.
We apologize for the inconvenience Ms. ***** experienced with the cancellation and return of the dryer parts. Per our records, the parts were ordered on 12/02/2024. Although Ms. ***** contacted us the same day to cancel the order, the items had already shipped.
Ms. ***** returned both parts via **** and submitted the proper refund request forms on 01/08/2025. One part was received on 01/13/2025,and the second on 03/24/2025. Unfortunately, the service order was closed incorrectly, and when the parts were received, the refund was not processed as it should have been.
At this time, we have issued a refund in the amount of $353.81 back to Ms. ****** credit card ending in 0579 on July 3, 2025.Please note it may take 35 business days for the refund to reflect on her account, depending on her financial institution.
We sincerely regret the delay and the inconvenience this situation has caused. With the refund now issued, we consider this matter resolved and have closed our file.

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

Sincerely,

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

Customer Answer
Date: 07/07/2025

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:06/25/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered parts from them almost 2 weeks ago. I received one part and the other part was supposed to be here 2 days ago. I called and they said it hadn&#**;t shipped yet. I can&#**;t order parts and then wait 3 weeks for them to get here. I asked for a refund and they said it would take 6-7 days to get the refund. I would like to get a refund on the second part that hasn&#**;t shipped.
Business Response
Date: 06/26/2025
***********************************

June 26, 2025

Customer Relations
**********************
************************************************************
*******, *******; 60611

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

Dear BBB Customer Relations;

We sincerely apologize for the inconvenience Mr. ******* has experienced. Upon review, we found that the second part he ordered is currently on backorder from the manufacturer, which caused the unexpected delay.
Per Mr. ******** request, we have canceled the order for the second part. A refund in the amount of $64.17 was issued back to his card ending in 0254 on June 26, 2025. Please note that it may take ************************************************** his account, depending on his financial institution.
With this resolution in place, we consider this matter closed on our end.
We understand that Mr. ******* has experienced problems and frustration with Sears Parts Direct, and we sincerely apologize for any inconvenience this has caused him. We value our customers and strive to achieve their complete satisfaction, including the resolution of any complaints in a reasonable manner. Please do not hesitate to contact me at **************************************** if you have any further questions.
Sincerely,

****** ******
Regulatory Complaints Specialist
****************************************
Initial Complaint
Date:06/24/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Sears sent a serviceman to my home on 5-28-25 for repair of my oven.They were paid $129 for the diagnostic. I was told to order a control board which was the part needing replacement, F14 code error. I ordered the part, but decided to have someone else replace it (an electrical engineer). In the process of installation, oven still not working with old or new board. Then it was found that the board was never the problem, but the latch that locks the oven door. Engineer showed me the algorithm the repairman followed to end up with advising a new control board. Sears never explored any other options, but just guessed that when all else failed on algorithm, it must just be the board. So, new board, same old problem. Noone to call, only AI ******** or reschedule another repair and pay another fee.This must be the most ingenious underground business a once reputable company like Sears could do to customers. No personalized service, only AI. And when they cannot help, just nothing.Sending workmen with poor diagnostic skills to waste customer money and deceive. Still left having to fix the real problem and return a part that was never the problem. Shame on you Sears, you deserve a big zero! You do not even deserve the name you bear that once represented a standard.See link and attached F14 error algorithm:****************************************************************************************************************************************************
Business Response
Date: 06/26/2025
***********************************

June 26, 2025

Customer Relations
**********************
************************************************************
*******, *******; 60611

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

Dear BBB Customer Relations;

We sincerely regret the inconvenience Ms. ********* experienced during her recent service with Sears.
To properly evaluate her concern and determine whether a misdiagnosis occurred, we respectfully request that Ms. ********* provide a copy of the receipt or service report from the third-party company she hired, along with documentation of their findings. Once received, we will conduct a thorough review of the case and consider the possibility of issuing a refund based on the new information.
If Ms. ********* has any questions or would like to submit the documentation directly, she is welcome to contact me at ****************************************.With this response, we kindly request that this file be closed. However, we will keep our internal file open and active pending Ms. ********** reply and documentation.
We understand that Ms. ********* has experienced problems and frustration with Sears, and we sincerely apologize for any inconvenience this has caused him. We value our customers and strive to achieve their complete satisfaction, including the resolution of any complaints in a reasonable manner. Please do not hesitate to contact me at **************************************** if you have any further questions.
Sincerely,

****** ******
Regulatory Complaints Specialist
****************************************
Initial Complaint
Date:06/23/2025
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 bought a ******* refrigerator from Sears 3 years ago. It was approximately ***** dollars. The freezer part worked but the refrigerator no longer chills. I have had a local repair man and three technicians from Sears to my house to try to repair it and they all tell me it is unrepairable and "junk" I don't feel after three years a refrigerator should be disposable. I do not have a warranty.....I am willing to pay for the repairs. But I need it repaired. The repairmen ordered a fan and a control board and neither of those parts worked (waiting for a refund for those) I find this ridiculous that a reputable company cannot not repair its products.
Business Response
Date: 06/26/2025
***********************************

June 26, 2025

Customer Relations
**********************
************************************************************
*******, *******; 60611

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

Dear BBB Customer Relations;

We have reviewed Ms. ********** concerns regarding her Kenmore refrigerator,purchased approximately three years ago for around $1,200. We sincerely apologize for the inconvenience and frustration she has experienced.
According to our records, multiple techniciansincluding a local repair provider and three Searss techniciansattempted to repair the unit. Despite replacing both the fan and the control board, the issue persisted, and the appliance was ultimately deemed non-repairable.
While the unit is no longer under warranty, at the time of purchase it was offered with the intention of providing peace of mind. We understand Ms. ********** disappointment and agree that appliances are expected to have a longer lifespan under normal usage.
As for the parts that did not resolve the issue, a refund in the amount of $576.97 was issued on June 26, ****************************************** 9647. Please note that it may take 35 business days for the refund to reflect on her account, depending on her financial institution.
We truly regret that we were unable to provide a lasting resolution in this case.If Ms. ********* has any further questions or concerns, she may contact us directly at ****************************************.With that said, we consider this matter addressed and respectfully request that this file be closed.
We understand that Ms. ********* has experienced problems and frustration with Sears, and we sincerely apologize for any inconvenience this has caused her. We value our customers and strive to achieve their complete satisfaction, including the resolution of any complaints in a reasonable manner. Please do not hesitate to contact me at **************************************** if you have any further questions.
Sincerely,

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

Customer Answer
Date: 07/01/2025

Complaint: 23496896

I am rejecting this response because: I feel like I should have the opportunity to purchase a new refrigerator for the price of the parts. And seriously ..... what am I supposed to do with this refrigerator. Spend more money to have it hauled off ????

Sincerely,

***** *********
Business Response
Date: 07/03/2025
***********************************

July 3, 2025

Customer Relations
**********************
************************************************************
*******, *******; 60611

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

Dear BBB Customer Relations;

We have reviewed Ms. ********** rebuttal and truly regret that she remains dissatisfied with the outcome.
As previously stated, multiple service attempts were made by both local and Sears technicians to repair the unit. Despite the replacement of key components, the refrigerator was ultimately deemed non-repairable. Although the product was no longer under warranty, a refund of $576.97 was issued on June 26, 2025, to Ms.********** card ending in 9647, covering the cost of the parts used in the unsuccessful repair. This refund was extended as a courtesy, given the circumstances.
We understand Ms. ********** frustration and her concern about what to do with the appliance. However, we are unable to apply the cost of parts toward the purchase of a new refrigerator or assist with removal, as these fall outside the scope of service and warranty coverage.
While we sympathize with the inconvenience she has experienced, we believe we have acted in good faith to address the issue and have extended appropriate resolution. At this time, we respectfully consider the matter closed.
We understand that Ms. ********* has experienced problems and frustration with Sears, and we sincerely apologize for any inconvenience this has caused her. We value our customers and strive to achieve their complete satisfaction, including the resolution of any complaints in a reasonable manner. Please do not hesitate to contact me at **************************************** if you have any further questions.
Sincerely,

****** ******
Regulatory Complaints Specialist
****************************************
Initial Complaint
Date:06/23/2025
Type:Delivery 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.
Non-repairable refrigerator under Sears Home Warranty. Sears determined it had to be replaced. Ten days after this determination, they allowed us $1,888.99 toward a new fridge, ordered from Sears. We ordered it on March 26, with delivery on June 2, 2025. It wasn't delivered, and on June 3, it showed a delivery date of June 20. Today is June 20, and, as of 4 am PDT, it shows a delivery date of July 2.
Business Response
Date: 07/09/2025
July 9, 2025

Customer Relations
******* **********************
**************************************************************
***********************

Re: ******* *********
       File Number 23495497

Dear BBB Customer Relations:

We have completed the investigation of Mr.********** ********* regarding the delay he encountered in having his replacement ******* refrigerator delivered.

Our records indicate that Mr. ********* has an active Sears Protect Home covering his refrigerator. He was authorized a replacement refrigerator on May 19, 2025 valued at $1888.99. He placed the order on May 26, 2025, however encountered delays in getting the refrigerator delivered. According to our records, Mr. ********* received delivery of his replacement refrigerator on July 8, 2025.

We have confirmed with the ****** delivery team the delivery is complete, we have closed our file.

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

Sincerely,

***** ********
Regulatory Complaints Specialist
********************************************************************************
Customer Answer
Date: 07/10/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, I will confirm we did receive a refrigerator on July 8. If fulfills their obligation but does little to assure us of any hope of a timely response in case of another filing. Thank you, BBB, for bringing this to their attention. You may close out our complaint

Sincerely,

******* *********
Initial Complaint
Date:06/19/2025
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.
Subject: Complaint Regarding Technician Cancellation and Miscommunication on Food Loss Claim Dear Sears Customer Service,I am writing to express my deep disappointment with the recent service experience regarding my refrigerator repair. As someone with health issues who relies on a properly functioning refrigerator to store essential medication, this situation has caused me significant stress and inconvenience.A few weeks ago, a technician came to service the refrigerator and defrosted it. At that time, I filed a food loss claim and showed the technician that all the food inside was completely frozen solid. After the service visit, we restocked the refrigerator with groceries, expecting the problem to be resolved.Unfortunately, the refrigerator began freezing up again. I was anticipating the technicians return as scheduled; however, when I called late in the afternoon to confirm the appointment, I was disappointed to learn that it had been rescheduled without my knowledge. When I called to address this, I was told that this was the only available opening and was reassured this situation would not happen again.I also informed the representative that I experienced additional food loss. She advised me not to worry, saying I could write to Agreement Benefits and submit another claim. However, when I contacted Master Protection, I was told I could not file another food loss claim because only one claim is allowed per incident.This is extremely disappointing and misleading. I believe I am entitled to additional compensation given the ongoing issues, miscommunication, and the direct impact on my health and household expenses.I respectfully request that this matter be reviewed and resolved fairly.Sincerely,***** *****
Business Response
Date: 07/08/2025
July 8, 2025

Customer Relations
**********************
*********************************************>*******, *******; 60611

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

Dear BBB Customer Relations:

This letter will acknowledge receipt of the above referenced customers follow up complaint, which was referred to our office for response.
This matter has been forwarded to the appropriate Sears unit for investigation to determine what monies, if any, is owed. Upon completion of our investigation, your office will receive a response to confirm resolution of the complaint. Please feel free to contact me if you have any further questions or concerns.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.

Sincerely,
Ema C
Regulatory Specialist, Regulatory Complaints
imx integrated member experience
Customer Answer
Date: 07/09/2025

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:06/19/2025
Type:Sales and Advertising 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 am writing to file a formal complaint against Sears regarding the poor service Ive experienced with a washing machine repair under their home warranty program.On June 4th, I contacted Sears and scheduled an appointment for June 9th. I later received an email confirming a different dateJune 18th. I called back, navigated the automated system, and got the appointment corrected to June 9th between 8:00 AM and 12:00 PM.That morning, I received a message saying the technician would not be coming. I called and said this was unacceptable, especially after already fixing a scheduling error. After back-and-forth with customer service, a technician finally arrived around 5:00 PM.He diagnosed a faulty drain pump but said he couldnt find the part. I was told the warranty would need to be executed because the repair couldnt proceed. The next day, I got a text saying the part had been ordered. One rep said it would arrive in seven days; another said seven to ten business days.Since then, *** received multiple delay notices, with each one pushing the appointment further out. I only found out the part would be delivered to my home because I calledthis was never communicated via text or email.Also, each time they reschedule, Sears picks a date without checking my availability. Im expected to accept it with no input, which is unreasonable. A simple phone call could prevent this.Important updates like part delays should be communicated by phone, not just email. But reaching a live person is nearly impossible. The automated system often says no one is available, and Ive had to find workarounds just to talk to someonewho then gives inconsistent ******* now concerned Sears hasnt actually ordered the part or cant locate it. I feel misled and that theyre avoiding honoring the warranty.This has caused ongoing frustration and inconvenience. Im asking for BBB assistance to ensure Sears honors their Home Warranty Contract.Sincerely,******* *****
Business Response
Date: 07/16/2025
BBB Customer Relations
**********************
************************************************************
*******, *******; 60611

July 15, 2025
Re: ******* *****
Reference Number: 23493086

Dear BBB Customer Relations,
We have completed the investigation into Mr. ****** complaint and his dissatisfaction that the washer was not repaired in a timely manner.
Our record shows the washer, had been approved for a replacement under the warranty due to the delay in getting the parts needed to fix the washer. Subsequently, he was sent an email with a coupon code in the amount of $ ****** so he can use it towards a replacement washer at **************************. Since, the washer issue had been resolved we ask to have this matter closed.
We apologize for any problems or frustrations Mr. ***** may have experienced with Sears Home Services. We do value our customers and strive for their complete satisfaction, including a reasonable resolution of any complaints or problems whenever possible.

Sincerely,

***** ******
Regulatory Complaints Specialist
Email: ******************************************************************************************
Customer Answer
Date: 07/17/2025

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,

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

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