Complaints

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

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  Transformco

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

  
• 

  Transformco

  17550 Halsted St Homewood, IL 60430-2006

  
• 

  Transformco

  1235 Worcester St Natick, MA 01760-1512

• 

  Transformco

  2306 N Salisbury Blvd (WICOMICO) Salisbury, MD 21801

• 

  Transformco

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

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

• Initial Complaint

  Date: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.

  I have a service agreement with Sears home warranty.(cinch home service) I called due to my dishwasher, not functioning. It is now over 13 appointments later and they still did not send a technician to fix my dishwasher. Each of these appointments I had to take days off from work to stay home all day because the appointment is from 8 AM to 5 PM And each of these appointments except for one were canceled and rescheduled. I want to inform you so that way other ****** will not pay for this home warranty each monthly for no service.when u need it. Every time I call I am told that there is no technicians in the area. In three months there's not a technician available. This is the second time the dishwasher broke first time they fixed it. It worked for 2 to 3 washes and broke again. I need one time that the service technician came. He ordered the exact same parts that was changed a few months ago and that not fix the problem. Now the part is sitting in my house for over a month and a half waiting for a technician to put in again. The warranty says if they cannot fix it they need to replace it if they have no technicians to fix it then they should be replacingit. It's not my fault that they have no technicians. I would never recommend this company to anyone.

  

  Business Response

  Date: 07/09/2025

  July 09, 2025
  
  Customer Relations
  ******* **********************
  ************************************************************
  *******, *******; 60611
  
  Re:  #******** ******** ******
  Dear BBB Customer Relations:
  

  We have completed the investigation of Ms. ******* complaint regarding her dissatisfaction with her Sears Home Warranty plan.
  

  In order to investigate and respond, we had to reach out to Cinch Home Services. In case Ms. ****** was unaware, her Sears Home Warranty is issued and administered by HomeSure Services, **** HomeSure of ************,HomeSure Protection of ****************, or HomeSure of **************,depending on the state she 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 Ms. ******* complaint strictly involved the administration of her contract and we have no control over that, we reached out to Cinch so that they could explain their position regarding Ms. ******* complaint and any details of any resolution they provided. We received the following response from ******* on their Escalated Customer Support Team:  
  

  Ms.****** will proceed with the replacement offered.
  

  We apologize for any problems or frustrations that Ms. ****** may 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:

  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 new Kenmore Refrigerator from Lowes on 1/23/2025 for $1,699.99and did not buy a extended repair policy from Lowes. The refrigerator stopped working on 5/1/25 and I scheduled a repair on 5/9/25. The technician identified a bad evaporator defrost/heater assembly and sensor was needed. Did not have these parts. Parts were ordered and only the sensor was available. After multiple weekly phone calls by me and multiple excuses by Kenmore, it was determined that this part is NLA no longer available and the repair order (***************) was cancelled. I no longer want to consider a replacement for a Kenmore Refrigerator that cant get critical replacement parts if needed. I only want to pursue a refund.We have lived without a working refrigerator for the past 43 days without any resolution. I am now forced to buy a known brand that I have confidence in. I have documentation of text messages an emails as well as sales receipts. Please let me know if you need any additional information..Thank you..

• Initial Complaint

  Date:06/12/2025

  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.

  my washer broke down, called in service about 20 days ago, the parts arrived . the technician never showed up to install the parts. it was rescheduled for today, technician claimed he showed up at 853AM, viewd my scurity camersa he never showed up, He said 110PM and never showed up, wasted two days of work

  

  Business Response

  Date: 07/07/2025

  Please see the attached response.

• Initial Complaint

  Date:06/12/2025

  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 am trying to get Sears Home Services to repair both my washer and my dryer under a Master Protection Agreement. Sears Home Services has set up appointments (June 18 dryer; June 23 washer) as what they call Cash Collect, meaning I would have to pay $129.00 for each appointment. I have a Master Protection Agreement ***************. Sears Home Services does not deny that I have this agreement. They keep telling me that their computers will not allow them to show the appointments as Master Protection Agreement appointments (meaning that there would be no charge). When I call, as I have done multiple times, I am told that the computers wont allow them to make the appointments ones under the Master Protection Agreement. We are without the ability to do laundry now for several weeks. I have spoken with ***********************. They are the ones who tell me they cant fix it and that I should call back in 2 business days. But I have been told that same thing before and it did no good to call back.Kindly do what is needed to get these appointments showing as Master Protection Agreement appointments. My telephone is ************ (landline), ************ (cell).**** ******* ***************************************************

  

  Business Response

  Date: 06/30/2025

  June 30, 2025
  
  
  Customer Relations
  ******* **********************
  **************************************************************
  **********************
  
  
  Re:  **** *******
        File Number 23459735
  
  
  Dear BBB Customer Relations:
  
  We have completed the investigation of Mr. ******** complaint regarding the repair he required for his Frigidaire branded washer and dryer.
  
  Upon receiving his complaint, we contacted the local service unit for assistance. Our record indicate that the dryer repair was completed on June 26, 2025.  The technician noted:Dryer drum not spinning at all. Checked drive belt for wear and proper tension. Replaced drive belt.
  
  The technician also serviced the washer on June 26, 2025 and noted: Water leaking from the front of the unit. Checked drain pump for proper voltage and operation. Order and replace drain pump. Both parts have shipped, the bellow kit shipped via ***** and was delivered on Saturday 6/28/25 at 12:39 PM-tracking#************.  And the shock absorb shipped via *** and is estimated for delivery on tomorrow, July 01 by 7:00 P.M, tracking# 1Z86V6810302816429.  The tech is currently scheduled for to return and repair the washer on 7/15/2025.   We have confirmed with the technician is scheduled to return on for July 15, 2025 to repair the washer. 
  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: 07/07/2025

   
  Complaint: 23459735
  
  I have been waiting over a month now for our washer to be repaired. We do have an appointment for July 15, but each technician who has come has found a problem the previous technician missed, and each time we have been given a new date several weeks in the future. I will be grateful if Transformco can ensure that the technician who comes July 15 can complete the repair. The ordered parts have arrived and are ready to be installed.
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 07/10/2025

  July 10, 2025
  
  
  Customer Relations
  ******* **********************
  **************************************************************
  ***********************
  
  
  Re:  **** *******
        File Number 23459735
  
  
  Dear BBB Customer Relations:
  
  We have completed the investigation of Mr. ******** rebuttal.   
  
  Upon reviewing his rebuttal, we contacted the local service unit for assistance.
  Our record indicate that the technician is currently scheduled to return and repair the washer on July 15, 2025.
  We appreciate the opportunity to address this matter.
  
  Sincerely,
  ***** ********
  Regulatory Complaints Specialist
  ********************************************************************************

  Customer Answer

  Date: 07/18/2025

   
  Complaint: 23459735
  
  I am rejecting this response for the following reason. As Ms. ******** indicated would happen, a technician came on July 15 to install the two parts that had arrived for repair of our washer.However, he discovered that the previous technician had failed to detect a different problem, namely a broken control panel. This is the third time that a technician has come and has found a failure by a previous technician to detect a problem requiring repair. As result, we have been without a washer now for two months. The July 15 technician tried to order a control panel and found that it is not available. Sears now has sent me an e-mail saying that they are searching for a control panel and have scheduled an appointment for August 13 to complete the repair if they are successful in locating a control panel. The Sears notation is RsrchLlaPwr, and Sears gives the part number for the control panel as NPSC1. We are not happy that it is taking so long to complete the repair. We will consider our complaint resolved if Sears can either locate a control panel and complete the repair on August 13, or replace the washer.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:06/12/2025

  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.

  Tech came out on 2/8/25 put ******* in and said it would take 24 hours before it got cold. **** came back out on 2/3/25he stated nothing was wrong with parts . This was 3rd time he came out. And left called sears again told them refrigerator still was not cold no ice in ice maker. Tech came out on 3/11/25.said job was a waste of time 4-5 hour job did nothing and left. Tech ***** came out on 3/14/25 replaced evaporator. Tech came out on 4/21/25 replaced fan in freezer. Called sears on 4/23/25 to say refrigerator still not cold. Sears ordered another evaporator on 4/24/25 for appointment for 5/2/25 they canceled due to no parts never got delivered called sears on5/9/25 woman told me parts on the truck they will be out on5/12/25 they never came . Called again they said they would be out on 5/21/25 never came they also said they would be out 6/10/25 never came. 3/11stated job was a waste of time 4-5 hours job. He left. Tech came out on3/14/25 ***** the tech replaced evaporator. Refrigerator still was not . To date I have been without a refrigerator its been almost 3 months . They are still tellig me they are trying to get the part. Advised them my husband is Diabete and need s to putthe insulin the refrigerator . Nothing . I need them to fix the refrigerator or replace it. I feel I have been very patient with them. I truly hope you can help me . I do have a protection plan.

  

  Business Response

  Date: 06/27/2025

  June 27, 2025
  
  
  Customer Relations
  ******* **********************
  ****************************************************************************************************************
  
  
  Re:  ***** ******
         File Number 23455704
  
  Dear BBB Customer Relations:
  
  We have completed the investigation of Ms.Tuckers complaint regarding the delay she encountered in attempting to have his Kenmore branded refrigerator repaired.     
  
  Our records indicate that Ms. ****** has a Master Protection Agreement covering her refrigerator.  We forwarded his complaint to the proper department, Sears Protect Home Warranty. Due to parts not being readily available to repair her refrigerator, ********* was authorized to receive a replacement refrigerator valued at $2,999.99 on June 26, 2025.  An email with the authorization code was sent to her for online selection and purchase.
   In the interim, since we have provided Ms. ****** with a resolution and are only pending her ordering the replacement refrigerator, we have closed our file.  
  
  We apologize for any problems or frustrations that Ms. ****** may have experienced with Sears and we appreciate the opportunity to address this matter.   
  
  Sincerely,
  
  ***** ********
  Regulatory Complaints Specialist
  ********************************************************************************

  Customer Answer

  Date: 06/30/2025

   
  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:06/12/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Scheduled an appointment with Cedars home services a week and a half in advance so I could take the time off work to meet them scheduled for Wednesday June 11 from 8 AM until noon received a text that they changed it from noon to five then received a text at exactly noon that they were no longer able to make it and reschedule the appointment for Friday. It took me 45 minutes to get a live person on the phone, which was absolutely no help whatsoever. Give me no reason as to why the appointment was rescheduled. Was told I would have a supervisor call me back within an hour three hours later I called back and got the same run around took me 45 minutes to get a live agent on the phone and then I was put on hold for another 2 1/2 hours before I finally hung up. **************** from this company is outrageous! Minimally, I would like to speak to a supervisor about the situation and whats your plans on doing from here on out?

  

  Business Response

  Date: 06/30/2025

  June 30, 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

• Initial Complaint

  Date:06/11/2025

  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.

  This issue is with Sears Home Protection Services. My husband signed up for the warranty in January 2024 to help with the cost of appliance repairs in our new house. They sent a service person for a dryer and refrigerator repair. The service tech repaired the dryer, and we ordered a part for the refrigerator. After a few months of no follow-up from the technician, we contacted Sears again. This time, the Sears representative suggested we find a technician and submit for reimbursement to Sears. Unfortunately, we ran into the same issue. We reached back out to Sears regarding our refrigerator and dishwasher, and after several phone calls and weeks of waiting, they sent another technician out in March. The technician said he needed authorization from Sears to make the repairs. I have contacted that technician several times and was told that Sears won't provide the authorization and continues to ask for more information. After 15 months of paying Sears $65/month, I am left with a barely functioning dryer and refrigerator, and a completely broken dishwasher. To add insult to injury, Sears charges an additional $100 service call fee for the technicians who have come out and do nothing. For the roughly $1200 I have paid Sears Home Protection, I could have easily replaced my refrigerator and/or the dryer/dishwasher. I am working with my bank to dispute the charges with Sears. I have also called three times to cancel the service, but they simply do not cancel it. In my book, it is a complete scam. They take your money and give you the runaround, hoping you will drop your subscription, and they can keep the money and not fix anything. Frankly, it is difficult to tell which business it is, and an exact match is not in your list. Emails from them have the following information: 2023 ***********************, *************************************************************. All rights reserved. Privacy Policy | CA Privacy Policy

  

  Business Response

  Date: 07/08/2025

  July 8, 2025
  
  
  Customer Relations
  ******* **********************
  **************************************************************
  ***********************
  
  
  Re:  ****** ******
         File Number 23455835 
  
  Dear BBB Customer Relations:
  
  We have completed the investigation of Ms. ******* complaint regarding the problems he encountered with the dishwasher and refrigerator repair and requests a refund.
   
  Our records indicate that Ms. ****** has an active Sears Protect Home Warranty on her dishwasher and refrigerator.  
  
  A technician was first dispatched to her home on January *******, at which time it was reported that the refrigerator has a bad damper not allowing the unit to cool correctly. The technician ordered the parts which were delivered and installed on February 1, 2024 and noted Unit checked out ok, working lit it should.
  
  Ms. ****** was provided an ASP2 claim for the refrigerator and the dishwasher on February 10, 2025 to go local and hire /have an alternate service provider repair the dishwasher and the refrigerator. 
  
  We forwarded Ms. ******* complaint to her warranty obligor Sears Protect Home Warranty to discuss her refund request for her warranty.  She was contacted by the assisting warranty agent on June 26, 2025 at 2.45pm.  Ms. ****** stated she would like the 2 deductibles refunded as no repair was done and she would like a refund for May and June monthly premiums. According to the assisting agent, a follow request was submitted to the Go Local team regarding the repairs.   A follow up call was made to Ms. ****** on today,July 8, 2025 at 2.00pm and she stated that she wants to continue with the repairs of her dishwasher and refrigerator.  A new ASP 2 claims number ****** & ****** have been created.  A request was sent to the Go Local team to see if we can get the same providers who diagnose the issue before to repair both units.
  
  Ms. ****** will be contacted by the assisting warranty agent Roadian for repair resolve for the dishwasher and refrigerator and any issues regarding her refund request.
  
   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:06/11/2025

  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.

  In November 2024 I ordered a new Kenmore dishwasher from Lowes. When it was delivered, the installer declined to bring it in the house as it was severely damaged & the door would not open. I re-ordered the dishwasher & a new machine was delivered January 2, 2025. The replacement dishwasher has never worked correctly. A repairman from ******* indicated the motherboard needed to be replaced. (Only one wash cycle will work & the water does not heat or dry the dishes & in addition the upper washer arm has fallen off). This has been nothing but frustration.an appointment for repair would be scheduled & cancelled by *******. Numerous times I was told we regret to inform you that due to unforeseen circumstances a technician is not available today. Or, I was told that the parts needed were not available and it was undetermined when they would be available. Over and over again since January this has been happening. I have used Kenmore appliances in the past, bit I am very disappointed not only in the quality of the dishwasher, but in the response of ***************. It is not reasonable for the situation to have not been resolved in six months. It should not take this long to either repair the dishwasher or issue a refund. On May 20 I was told that I would be refunded the price of the dishwasher ($475.36). To date, I have not received any reimbursement. I was assured that I would have the check within the next few days. Once again, ******* has failed me. I would like Kenmore to do as they promised and issue a refund check in the amount of $475.36 to cover the cost of the dishwasher.

  

  Business Response

  Date: 07/11/2025

  
  
  
  
  
  
  July 11, 2025
  
  
  
  Better Business Bureau
  Customer Relations
  ************************************************************
  *******,*******; 60611
  
  Reference File # ******** **** *****
  
  
  Dear BBB Customer Relations:
  
  We have completed the investigation of Ms. ****** complaint regarding her dissatisfaction that the dishwasher repair was not completed in a timely manner.
  
  Prior to receiving the complaint from your agency, Ms. ***** was already working with ********************* regarding the same issue. We received confirmation that on May 20, 2025 Ms. ***** was approved for a refund.  On June 13, 2025 we issued ******** a check in the amount of $475.36 which she should receive within 2 4 weeks.  With that being said, since we have addressed the issue brought forth in Ms. ****** complaint, we have closed our file.
  
  We apologize for any problems or frustrations that Ms. ***** 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: 07/14/2025

   
  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:06/11/2025

  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.

  Service call on Home Warranty Clothes Washer 2/27/2025 Return call to receive and install parts March 27 to get washer functional ************ Calls made and cancelled due to not receiving parts over March_April_June One more postponement today from June 16 to June 20 It has been 14 weeks and washer not repaired (or replaced). Once again they are saying parts will arrive this time. I think we have gone well beyond reasonable time to fix or replace washer. It is hard for me to believe parts not available 14 weeks but will be available in 15 weeks. My opinion is that part is not available and company does not want to spend money to replace washer. I have been paying on the warranty program monthly for at least ten years.

  

  Business Response

  Date: 07/08/2025

  July 08, 2025
  
  Customer Relations
  ******* **********************
  ************************************************************
  *******, *******; 60611
  
  Re:  # ******** ******* W ****
  

  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: 
  

  I approved a replacement and included disposal of $26.00 as a customer service gesture due to the delay. I called Mr. **** (ok to record) and informed him of his replacement options and he will check his email and review options with Mrs. **** and he will call me back with his decision. He later accepted the claims credit.
  

  We apologize for any problems or frustrations that Mr. **** may 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
  *********************;     

  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.
  A check for replacement of our washing machine has been received and cashed and we have purchased a new machine.
  Sincerely,
  
  ******* W ****

• Initial Complaint

  Date:06/10/2025

  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.

  Purchased 3-year Master Protection Agrmt 4/20/2024 from Sears Home Svcs (Transformco) for $719.15 which begins 2025. REQUESTING A REFUND OF THIS AMOUNT since I didn't receive nor did you honor agrmt by providing maintenance to my refrigerator. I made 2 confirmed appointments (5/2 and 6/9) and both were cancelled by you. 5/2 appointment (appt) time was 8:00 to 12:00 and received text at 11:33 cancelling and 6/9 appt time 8:00 to 5:00 and received text at 12:29 cancelling. I have reschedule for 6/30; however, I'll be cancelling this appt since I haven't received a confirmation. This process have elevated my blood pressure and I believe I've spent enough time and energy by having to chase AI's, getting customer service, etc. I CAN DO WITHOUT ALL THIS STRESS!Contract No. **************** I'll may compose a letter with above info and send to Trillilum Blvd, Ste B120 and as mention above will cancel 6/30 appointment. This is whole situation is just too stressful for a "senior."

  

  Business Response

  Date: 07/11/2025

  
  
  
  
  
  
  July 11, 2025
  
  
  
  Better Business Bureau
  Customer Relations
  ************************************************************
  *******,*******; 60611
  
  Reference File # ******** ***** *********
  
  
  Dear BBB Customer Relations:
  
  We have completed the investigation of Ms. ********** complaint regarding the problem she encountered when she requested service for the refrigerator under protection agreement.
  
  Firstly,we apologize for any inconvenience or frustration that Ms. ********* may have experienced due to the rescheduled appointments.  On June 18, ********************* ********* and she confirmed that she wanted to cancel the coverage.  The coverage was cancelled and on June ******* we issued Ms. ********* a refund in the amount of $719.15 to her credit card ending in 0810.  With that being said, since we have addressed the issue brought forth in Ms. ********** account, we have closed our file.
  
  We apologize for any problems or frustrations that Ms. ********* 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: 07/14/2025

   
  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. 

  I wanted to notify you, BBB, that I received my refund but didn't know how to complete this action.  THANK YOU VERY MUCH FOR YOUR ASSISTANCE.
  
  Sincerely,
  
  ***** *********