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

6,373 total complaints in the last 3 years.
2,428 complaints closed in the last 12 months.

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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:06/16/2025
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 PURCHASED A KENMORE WASHING MACHINE AND A SEARS HOME SERVICE MASTER PROTECTION AGREEMENT PLAN ON JULY 11, 2016. EVERY YEAR AFTERWARDS I WOULD RENEW THE ONE OR TWO YEAR COVERAGE PLAN. UNTIL MAY 20, 2025 I'VE NEVER ATTEMPTED TO USE THE MASTER PROTECTION AGREEMENT PLAN. ON MAY 20, 2025, I PLACED AN ORDER TO HAVE MY WASHING MACHINE REPAIRED. SO FAR SEARS HAS CANCELLED 3 APPOINTMENTS ON THE SCHEDULED DAY THAT THE TECHNICIAN WAS TO ARRIVE TO DO THE SERVICE. . SEARS HAD ME TO RESCHEDULE MY APPOINTMENT 3 TIMES WITH NO APPARENT REASON. EACH TIME I HAVE RECEIVED THIS TEXT PRIOR TO OR ON THE MORNING OF THE SCHEDULED REPAIR, IT SAID: HELLO, THIS IS ******* YOUR AI VIRTUAL ASSISTANT FROM SEARS HOME SERVICES, DUE TO UNFORSEEN CIRCUMSTANCES WE WILL NOT BE ABLE TO HAVE A TECHNICIAN AVAILABLE TODAY TO SERVICE YOUR APPLIANCE. I HAVE RECEIVED THE SAME TEXT 3 TIMES CANCELLING MY APPOINTMENT AND SUGGESTING THAT WE RESCHEDULE THE APPOINTMENT AND SUPPLYING FOUR SUGGESTED DATES AND TIMES TO CHOOSE FROM. MY CONCERN IS THAT SEARS HAVE NO INTENTION OF FULFILLING THEIR OBLIGATION. MY AGREEMENT EXPIRES JULY 11, 2025. THE RESOLUTION THAT I DESIRE IS THAT SEARS FULFILL THEIR BY REPAIRING OR REPLACING THE WASHING MACHINE AS GUARANTEED BY THE AGREEMENT PLAN BEFORE THE PL AN EXPIRES. MY CONTRACT # IS ***************. --- MY CUSTOMER 1D NUMBER IS: ***************. THANK YOU IN ADVANCE. SINCERELY, ***** M. ******.
Business Response
Date: 06/30/2025
BBB Customer Relations
**********************
************************************************************
*******, *******; 60611
June 30, 2025
Re: ***** M. ******
Reference Number: 23466880

Dear BBB Customer Relations,
We received Ms. ********* complaint regarding her washer that still not repaired
Our record shows the service for the washer was completed on June 27th with no new service order being created after. Since, the service was completed we have closed our file.
We apologize for any problems or frustrations Ms. ****** 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: 07/01/2025

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:06/16/2025
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.
Enrolled in appliance warranty program in December 2024. Requested repair of refrigerator in April. Several appointments scheduled, technician came 3 times without the parts, no showed 2 or 3 times. ***** calls to customer service with the same scripted response that the part was not available and the problem would be escalated. Informed there is no one above the initial agent with whom I can speak. Still no resolution. Contract states if the appliance cannot be fixed it will be replaced - no such offer.
Business Response
Date: 06/26/2025
June 26, 2025

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

Re: **** **********
      File Number 23465276

Dear BBB Customer Relations:

We have completed the investigation of Ms. *********** complaint regarding the delays and canceled repair of her Whirlpool branded refrigerator repaired.

Our records indicate that Ms. ********** has a Sears Protect Home warranty covering her refrigerator. Upon receiving her complaint, we contacted the local repair unit for assistance. According to our records, the technician completed the refrigerator repair on June 25, 2025. The technician noted: Completely non-functional - no power. Verified power supply and outlet voltage and replaced icemaker assembly.  Since we have confirmed with the repair technician the repair is complete, we have closed our file.

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

Sincerely,

***** ********
Regulatory Complaints Specialist
********************************************************************************
Customer Answer
Date: 06/30/2025

Complaint: 23465276

I am rejecting this response because: It does not reflect any acknowledgement of the delay in the repair that was originally requested in APRIL and the numerous times they rescheduled the appointment without having the part available and the multiple no shows without notification

Sincerely,

**** **********
Business Response
Date: 07/01/2025
July 1, 2025

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

Re: **** **********
      File Number 23465276

Dear BBB Customer Relations:

We have completed the investigation of Ms. *********** rebuttal.

Our records indicate that Ms. ********** has a Sears Protect Home warranty covering her refrigerator. Upon receiving her complaint, we contacted the local repair unit for assistance. According to our records, the technician completed the refrigerator repair on June 25, 2025. The technician noted: Completely non-functional - no power. Verified power supply and outlet voltage and replaced icemaker assembly.

However, prior we were able to send a technician to Ms. *********** home on April 23, 2025 and the tech noted: Icemaker not producing ice Inspected dispenser mechanism for jams or motor failure. Order and replace ice bucket.   The technician ordered the icemaker. Due to the icemaker was on backorder and not readily available, the appointment was rescheduled multiple times by the repair unit and by the unresourced AI which resulted in multiple reschedules and tech no show.   The part was received on June 16, 2025 and the tech completed the repair on June 25, 2025.

We appreciate the opportunity to address this matter.

Sincerely,

***** ********
Regulatory Complaints Specialist
********************************************************************************
Initial Complaint
Date:06/16/2025
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.
Under the title Sears Protect, this program is a repair/replacement program for residential Appliances and ************* Besides paying a set fee each month, any repair schedule requires a $100 deductible. There are also 2 eligible maintenance checks for heating and air conditioning. We set up scheduled appointments and then quite often are notified on the day of the appointment that due to unforeseen circumstances we will not receive the service that day, and then are given some optional dates to reschedule, which are often a week or more out (not being given a priority for rescheduling or pushing someone else out the next day). This has happened recently for dishwasher repair, washer repair, and Air Conditioning maintenance check.Whenever I complain loudly to customer service, I am promised my concern will be submitted to a higher level, and someone will call me back. I cannot count the number of times I have been told this, and no one ever calls back. When I ask on the phone to talk to a manager or someone in routing and scheduling, I am told these people are off line and cannot be reached except through a communication from customer service. Last year in May we had a washer that was declared unrepairable by the technician that came to the house. It took over a month and many phone calls before the replacement team acknowledged the replacement. Then it took another month (and changing replacement values as I talked to different people) for the details to be worked. I was finally able to order for delivery in late July, and when that time came the delivery got delayed until several weeks into August. When the call came for delivery I asked if the door could be reversed if it wasn't the preferred direction. I was told yes, but the delivery people would not do it. Then after another couple months of phone calls, it never got reversed.We are never offered any compensation or resolution for all our inconvenience and time on phone calls.
Business Response
Date: 07/07/2025
July 7, 2025

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

Re:   ****** ********
      File Number 23467792

Dear BBB Customer Relations:

We have completed our investigation of Mr. ********* complaint regarding his dissatisfaction with the way his washer repair has been handled under the Sears Home Warranty plan and his request for a compensation.

We forwarded Mr. ********* complaint to the proper department, his warranty obligor, Sears Protect Home Warranty to discuss any compensation with Mr. *********

Regarding the washer, the technician was dispatched to the home on June 20, 2025 and completed and closed the repair order on the washer.   The technician noted: Unit operating normally - no issues found. Ran diagnostic cycle to test fill and drain functions. Ran operational test product working as designed.

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 or problems whenever possible. We appreciate the opportunity to address this issue.

Sincerely,
***** ********
Regulatory Complaints Specialist
********************************************************************************
Customer Answer
Date: 07/08/2025

Complaint: 23467792

I am rejecting this response because:
Reference BBB complaint/file number 234567792.

I consider he Transformco response to my complaint completely inadequate. On item in my whole list of complaints was picked out and responded to. And I suppose the response was concerning the delay and rescheduling of our Washer repair. Yes we did finally get someone out, and because this was part of a paid deductible repair we were able to finally get the door on the washer reversed.

But the response does not address at all how the broken Sears scheduling and repair system will be fixed for the future; how the paying customers of ********************** Protect can be properly and timely serviced and compensated if canceled on day of repair; how unrepairable appliances can be expeditiously replaced and the customer compensated if dalayed; how the paying customer can be put in touch with a manager or scheduling if there is a problem (not just promised a call back that never happens).

Transformco stated: We forwarded Mr. ********* complaint to the proper department,his warranty obligor, Sears Protect Home Warranty to discuss any compensation with Mr. ********* This is a great statement, but just as in the past I have no confidence they will get back in touch with me, since no one except the front line customer service **** have ever talked to me, and they have no authority to do anything.

Finally, the last paragraph of Transformcos response beginning with We apologize is almost laughable, since every time I talk to a front line customer service person about an issue (and by the way these people are very curteous, but again have no authority to make anything happen), I hear something like I am so sorry for your experienceand you have come to the right place for resolution. And by the way, the service technicians are great once they are able to get to a scheduled repair. So you have a scheduling and repair system that is broke, with the frontline customer contact people trying desparately to hold it together.

I would like to hear more details on how the sytem will be corrected to provid more responsive avenues for the customers. And I would like some specifics laid out for minimum not maximum compensations when repairs and replacements are not handled in a timely manner.

Sincerely,

****** ********
Business Response
Date: 07/10/2025
July 10, 2025

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

Re:   ****** ********
      File Number 23467792

Dear BBB Customer Relations:

We have completed our investigation of Mr. ********* rebuttal.

Upon reviewing his rebuttal, we contacted the Sears *************************** and was informed that by the assisting agent that: Live call with member on 07/10/2025 at 9.35am member informed that the door was reversed, but he wanted to discuss the poor service he received and the delays that he has had with Sears. I offered him 1 month of his premium which is $77.99.

The issues with the scheduling and repair system has been brought to the attention of leadership and will be addressed with the appropriate team internally.

We appreciate the opportunity to address this issue.

Sincerely,
***** ********
Regulatory Complaints Specialist
********************************************************************************
Initial Complaint
Date:06/16/2025
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.
They charged me ***** USD to fix my fridge ice maker and they didn't fix it This was in the beginning of May 2025 and continued through May with no results at all. After they promised to return the spare part and credit the money but never happened
Business Response
Date: 06/23/2025
Please see the attached response.
Customer Answer
Date: 06/24/2025

Complaint: 23473155

I am rejecting this response because nothing fixed at all and the technician named ***** collected the new ice maker which I paid for and he said Im sorry you will get refund and this never happened , plus he is not any further answers my calls or texts and you have a very misleading websites with no means to contact unless asking for a new appointment under a new reference number

Sincerely,

****** **********
Business Response
Date: 07/07/2025
Hello,

Unfortunately, you are not eligible for a full refund since the repair was completed. If you are still within the 30 day service guarantee period we are happy to send a technician back out to determine if the problem is related to the original issue. I will look into your parts concern to ensure that there was no charge if the technician took the ordered part.

******** *****
SPECIALIST | REGULATORY COMPLAINTS
Customer Answer
Date: 07/08/2025

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:06/15/2025
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.
paid $149.97 on May 7th CITI **** reference #J0870B93 on my **** statement. Copy sent as an attachment
Business Response
Date: 07/07/2025
*************************** Holding

July 7, 2025

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

BBB Case # ******** ****** ******

Dear BBB Customer Relations,

We have completed our investigation into Mr. ******* concern regarding the $149.97 charge related to washer repair services.
First and foremost, we would like to extend our sincere apologies to Mr. ****** for the inconvenience and frustration this issue has caused. We understand how important billing clarity is, and we regret that our service did not meet his expectations in this instance.
Upon contacting our accounting department, we discovered that our automated audit system failed to detect the merchant credit payment for the original charge. As a result, a bill was mistakenly generated. This occasionally occurs when the authorization process does not fully completefunds may or may not be withdrawn from the customers account, and likewise, they may or may not be received by us.
In this case, we confirmed that the service order was closed incorrectly, as the service was ultimately canceled. We have since closed out the bill effective July 4, 2025. Mr. ****** should not receive any further notices regarding this matter.
Furthermore,this letter serves as confirmation that Mr. ****** does not owe Sears Home Services any balance for this service call. We also want to clarify that Sears does not report collection efforts to credit bureaus; therefore, this issue will have no impact on Mr. ******* credit history or score.
As the requested resolution has been provided, we consider this matter resolved and have closed our file accordingly.
Sincerely,

****** ******
Regulatory Complaints Specialist
Initial Complaint
Date:06/15/2025
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 have needed an ************ on my system and have been canceled the last three times. It has been 2 months this has happened. I call customer service and only get an AI and no human. I cannot talk to anyone and they keep in canceling their service and I have a service agreement.
Business Response
Date: 07/14/2025

July 14, 2025

Better Business Bureau
Customer Relations
************************************************************
*******, *******; 60611

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

Dear BBB Customer Relations:

We have completed the investigation of Mr. ***** complaint regarding the problem he encountered when he requested service for his central AC under his home appliance warranty.

Firstly, we apologize for any inconvenience or frustration that Mr. ***** may have experienced due to the multiple rescheduled appointments. Our investigation found an issue with the service order that created an error causing our AI system to reschedule the appointments. The error was corrected and the service was completed on June 28th. 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 Mr. ***** 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: 07/15/2025

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:06/14/2025
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 purchased a Sears Protection Agreement that covers my ******* washing machine from December 2024 to December ******* December 2024, the washing machine stopped working. Since then, I have contacted Sears customer service at least 3 to 4 times per month to request a technician. Each time, an appointment is scheduled, but no technician ever shows up, and I receive no follow-up communication or resolution.Despite my repeated efforts over the past several months, my washing machine remains unrepaired and unusable. I have paid in good faith for insurance coverage, but Sears has failed to deliver the service promised in the protection plan. I am requesting a full refund of the insurance coverage paid for this service agreement, as Sears has not honored the terms of the contract and has repeatedly failed to provide scheduled service.
Business Response
Date: 07/03/2025
July 3, 2025

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

Re: ******* Barnett
      File Number 23468594

Dear BBB Customer Relations:

We have completed the investigation of Ms. ******** complaint regarding the delay she encountered in attempting to have her ******* branded washer repaired under her warranty contract.

Our records indicate that Ms. ******* had a Master Protection Agreement covering her washer. Due to the multiple cancellations and the technicians no show for the repair appointment, ********** requested to cancel the warranty for a full refund of the service agreement. Upon receiving her complaint, we forwarded her complaint to the proper department, Master *************************** to assist.

We were advised by the assisting agent advised that we can proceed with cancellation of the warranty, however the refund amount would be approximately $220.00. We reached out to Ms. ******* via email on June *******, to confirm if she wanted to proceed with canceling the Master Protection Agreement to receive a refund for $220.00. Ms. ******* replied: Yes, I would like the refund. Thank you. As of July ******, the warranty cancellation was completed and a refund in the amount of $220 was issued back to Ms. ******** MasterCard ending 1681. She should receive the credit posted to her account within ***** business days.

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

Sincerely,
***** ********
Regulatory Complaints Specialist
********************************************************************************
Initial Complaint
Date:06/13/2025
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 have a membership with Sears Home Warranty/Sears Home Services (**************************************************************) and they are now refusing to provide a refund of $129.00. Here are the details of the issue. My refrigerator was not working and needed to be fixed; Called Sears Home Warranty/Sears Home Services on 5/12/2025 and I was serviced by the automated (AI) agent. The (AI) agent verified my information and informed me that a technician will be out to my address to service my refrigerator on 5/13/2025. When the technician came out to service my refrigerator, he informed me that his assessment is not covered under my warranty and I need to contact Sears Home Warranty to have them reschedule another technician. When I called Sears Home Services, they informed me that the technician was scheduled incorrectly and I would need to pay $100 in order to get the proper service under my warranty. I initially paid the $129.00 for the technician when he did assessment and then I had pay the $100.00 for the proper warranty service. I called back Sears Home Warranty on 5/16/2025 to file a complaint and spoke to a manager/supervisor by the name of ****. I sent her the records of the $129.00 payment to the following e-mail address as instructed: *********************************************** **** informed me that she would get back to me the following week but to no avail. I called back Sears Home Services the week of 5/26/2025 but they refused to refund me my $129.00. Since, I'm a member of the Sears Home Warranty, I should not have paid the $129.00.
Business Response
Date: 07/10/2025
July 10, 2025

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

Re: # ******** **** *****
Dear BBB Customer Relations:
We have completed the investigation of Mr. ****** complaint regarding his dissatisfaction with the way his claim has been handled under his Sears Home Warranty plan.
In order to investigate and respond, we had to reach out to Cinch Home Services. In case Mr. ***** was unaware, his Sears Home Warranty is issued and administered by HomeSure Services, **** ************************, HomeSure Protection of ***************, or HomeSure of **************, depending on the state he lives in. All of those variations though are subsidiaries of Cinch Home Services, and Cinch provides the customer support when any customer calls into the ********************** Home Warranty line. Since Mr. ****** complaint strictly involved the administration of his contract and we have no control over that, we reached out to Cinch so that they could explain their position regarding Mr. ****** complaint and any details of any resolution they provided. We received the following response from ******* on their Escalated Customer Support Team:
The homeowner paid Sears $129.00 not Cinch. That is what he is requesting a reimbursement for.
As of July 09, 2025, a refund totaling $129.00 was credited back to Mr. ****** **** ending in 4103.
We apologize for any problems or frustrations that Mr. ***** *** have experienced with Sears or with our business partners like Cinch Home Services. 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 **************************************************************************.

**** ******
Regulatory Complaints Specialist
*********************;
Initial Complaint
Date:06/13/2025
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.
05/2025 I contacted the Sears home protection warranty service to schedule an appointment for a technician to come and look at my washing machine. I pay for this warranty service at approximately $60 a month. I was able to establish an appointment very quickly and I paid my $100 deductible. The technician came 2 days after I schedule an appointment and explained that I needed some new parts for the washer. The parts were ordered and I was given a follow up appt for the technician to come back and fix the washer. At this time, *** had 3 appointments scheduled and all appointments have been canceled.I am without a washer since the technician took it apart. I have a family member on hospice in my home and have to be able to wash laundry for them. Ive made 2 phone calls to Sears and feel this is not being taken seriously. Ive been paying for this warranty protection plan for over a year and I am not being provided with any service. If Sears cannot provide a technician then I want a replacement washing machine or a refund of the premiums that Ive paid for this service.
Business Response
Date: 07/08/2025
BBB Customer Relations
**********************
**************************************************************
*******, *******; 60611

July 8, 2025
Re: ******** ********-****
Reference Number: 23463049

Dear BBB Customer Relations,
We have completed the investigation into Ms. ******************** complaint and her dissatisfaction that the washer was not repaired in a timely manner.
Our record shows the service for the washer was completed on June 24, 2025. The service technician noted in his comments Dryer drum spinning but making loud noises~ Checked drum rollers for wear, noise, or improper rotation~ Replaced drum sup Since the washer service was completed we have closed our file.
We apologize for any problems or frustrations Ms. ******************* 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: ******************************************************************************************
Initial Complaint
Date:06/13/2025
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 June 4th 2025 the company Sears Home Services came out to fix our dryer. The technician did a diagnostic and said it needed a new heating element. We paid them $258 as a partial payment for parts and labor. They were supposed to return on June 9th 2025 to finish and put part on. We received a text saying we needed to reschedule as they didnt have anyone available to come out. We rescheduled for the 11th and again received a text saying needed to reschedule so we rescheduled for today the 13th. We received a text today saying we once again needed to reschedule. When we called and spoke to someone after a 20min wait we were told there was nothing they could do as far as getting someone out today or a refund. All we could do is reschedule.
Business Response
Date: 07/03/2025
July 3, 2025

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

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: 07/03/2025

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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