Complaints
This profile includes complaints for Transformco's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 6,361 total complaints in the last 3 years.
- 2,420 complaints closed in the last 12 months.
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Initial Complaint
Date:06/10/2025
Type: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.
In May of 2012, we purchased a Kenmore Dishwasher from Sears at *************** in *************. At the time we purchased the extended warranty and have continued to keep the D/W covered with Sears Home Services Master Protection Agreement. (last update being 4/28/2022.) The current expiration date: 5/5/2027. We have had occasions to use the agreement and repairs have been made in the past. In early May, D/W was operating but the lights lighting up did not correspond w/the cycle it was in. We notified Sears for a repair person to come. The scheduled ************ 5/7/25 between 2:00-5:00 p.m.. No one showed up, no one called. I called Sears again. AI is the ONLY way to contact them. It asked me if I wanted to reschedule and it rescheduled for 5/9. On 5/9, a repair person contacted me and said he was en route but that I should be prepared to pay at least $400 as I had no insurance. I said that I did but he could not make the visit as his paperwork showed no policy on this D/W. I called Sears again and was told that I rescheduled a repair on a different D/W but that they could reschedule for the correct W/W. Next scheduled date: 5/12 and a person came to diagnose. He ordered 2 parts and rescheduled a return visit for 5/19. After his diagnosis, the D/W no longer worked! 5/19, no one shows up, no one calls. I check with *************************** tells me I am scheduled for 5/30. 5/30, no one shows, no calls. I call again, am now scheduled for 6/6. 6/6 no show, no call!! I contact for the 7th time and now the appointment is for 6/19!!! I have tried their online chat on the website, phoning time and again. I believe that we have paid the $320.21 warranty for nothing! Please do what ever you can do to help me get my D/W repaired ASAP. Thank you.
Business Response
Date: 07/09/2025
BBB Customer Relations
**********************
**************************************************************
*******, *******; 60611
July 9, 2025Re: ***** ******
Reference Number: 23451018
Dear BBB Customer Relations,We have completed the investigation into Ms. ******* complaint and her dissatisfaction that the dishwasher was not repaired in a timely manner.
Our record shows the service for the dishwasher was completed on June 19, 2025. If the dishwasher still needing repair she can call back Home Services for assistance. Since, the dishwasher 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 SpecialistInitial Complaint
Date:06/10/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have a Sears Master Protection Agreement #***************. I am unable to get service for my refrigerator. Three different appointments were scheduled, but were cancelled by Sears Home Services without notifying me. The last "no-show" was on June 6, Serv. Order #***************. The prompts on their main number ***************) are not helpful. I cannot reach anyone in customer service or a responsible representative. I would like a refund of my Master Protection Agreement so I can hire a responsible technician to service my refrigerator.Business Response
Date: 07/02/2025
BBB Customer Relations
**********************
************************************************************
*******, *******; 60611
July 2, 2025Re: ***** **********
Reference Number: 23450872
Dear BBB Customer Relations,We have completed the investigation into Mr. *********** complaint and his dissatisfaction that the refrigerator is still not repaired due to repeated rescheduling as a result he wants to cancel his Master Protection Agreement.
Upon receipt of this complaint, we forwarded it to the Sears ************************* for review and to assist Mr. ********** with his complaint. The team spoke to him and offered to set up another service call. He decline the additional service all and requested a full refund. He was issued a credit back to his account in the amount of $ ******. With, this said since a resolution was met we have closed our file.
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: ******************************************************************************************Initial Complaint
Date:06/10/2025
Type: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.
Company website searshome ************************. NO LIVE AGENTS, AI only. Regarding Warranty coverage. They have set 4 appts 8a-5p windows over 2 wks & never NO SHOWS! CANNOT address anyone only present replies. Last year took 5 wks to repair. UNACCEPTABLEBusiness Response
Date: 07/02/2025
July 2, 2025
Customer Relations
******* **********************
************************************************************
***********************
Re: **** ***
File Number 23449071
Dear BBB Customer Relations:
We have completed the investigation of Ms. **** complaint regarding her dissatisfaction with the multiple delays and canceled repair appointments she encountered while trying to have her Kenmore branded washer repaired.
Our records indicate that Ms. *** had a Master Protection Agreement covering her washer and a new order was created on May 22, 2025, however, the technician was not available, and the order was canceled. There were several services scheduled due to the multiple delays with the prior appointments that were rescheduled. The repair appointment is currently scheduled for July 8, 2025.
Per Ms. **** request for a replacement washer has been denied. The Master Protection Agreement which has a no lemon guarantee clause that provides for a replacement if there are more than 3 repairs in a 12 month period that require the repair or replacement of a functional part and then a 4th repair diagnosed. The only reason a replacement would be authorized would be if there were no parts available, if the appliance were found to literally be unrepairable, or if we made the decision ourselves that it was uneconomical to repair and a replacement would be a better resolution. Right now no one has judged it to be unrepairable or not economical to repair, so a repair,either from us or from a company of her choice, is the only resolution available under the terms of her Master Protection Agreement.
We apologize for any problems or frustrations that Ms. *** may have experienced with Sears. We appreciate the opportunity to address this matter.
Sincerely,
***** ********
Regulatory Complaints Specialist
********************************************************************************Customer Answer
Date: 07/08/2025
Complaint: 23449071
I am rejecting this response because: it is 7 wks from repair request. They have schedule 9 appts with an 8am-5pm window and never arrived. I have rearranged schedules and lost time at work. I received an end of day text, SORRY FOR THE THE INCONVENIENCE, PLEASE RESCHEDULE 9 TIMES!! no human contact only limited AI. horrible business practice. I paid for the warranty. They did this over a year ago and was roughly 2 months without a washer. Large family, it cost me a ton at **********. No consideration. I have waited entirely too long already. They should be accountable to repair immediately or send a check baked at $850 to replace!!!!
Sincerely, the
**** ***Business Response
Date: 07/10/2025
July 10, 2025
Customer Relations
******* **********************
*****************************************************************************************************************
Re: **** ***
File Number 23449071
Dear BBB Customer Relations:
We have completed the investigation of Ms. **** rebuttal.
Upon reviewing the rebuttal, we corresponded with the routing team regarding the multiple cancellations and to ensure a sooner repair date. We were informed that the repair has been updated and moved to the first call of technicians route for July 11, 2025.
We appreciate the opportunity to address this matter.
Sincerely,
***** ********
Regulatory Complaints Specialist
********************************************************************************Customer Answer
Date: 07/14/2025
Complaint: 23449071
I am rejecting this response because: I paid for a reputable Sears service warranty. What I got was a lack of effort, consideration and responsibility. My request for service on MAY 22 was scheduled ***** times only to receive a text at EACH days end stating SORRY FOR THE INCONVENIENCE, PLEASE RESCHEDULE!! I received no compensation for my time (repair window was 8am-5pm each scheduled date), I missed work and rearranged my schedule over and over. I spent a ridiculous amount of money at the laundromat. Only after contacting BBB did a tech show up on July 11 (almost 2 mos.). There is no human contact whatsoever, only AI which was worthless except to reschedule!! I could not be more disappointed. I have a family of seven and this was a disaster. I feel I should be compensated with a refund for both my warranty cost and laundromat expenses. A human could have made all the difference.
Sincerely,
**** ***Initial Complaint
Date:06/10/2025
Type: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.
** oven malfunctioned. on April 9 Sears Home Services came out and diagnosed a faulty control board but couldn't determine which board. Technician recommended ordering several boards. I paid for the boards and the labor to replace them ($1285.70). He ordered the boards and I received them on April 17. On April 22 the technician replaced one board and that fixed the problem.He said I would receive a refund for the unused boards and the extra labor that was not required. I've never received a refund.The technician never provided me a job number or invoice so I have no record except for the credit card charge for $$1285.70. I've tried to handle this through the Sears automated system and can't get anywhere without a job number. I'v not found a way to talk to a real person.The only contact information I have is the technician's first name and cell number (***** at ************). I've left numerous texts and phone messages asking for his help and have received no response.Business Response
Date: 06/19/2025
Please see the attached response.Initial Complaint
Date:06/10/2025
Type: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.
Entered by BBB staff AT. The consumer has the warranty protection service. He contacted the business because his refrigerator was not working; a repairman came to his home and told him he needs a new compressor. The repairman came back and installed the new compressor, but the refrigerator is still not working. The business has rescheduled 5 times for a repairman to come back. The consumer wants the business to have a repairman come back and fix the refrigerator.Business Response
Date: 07/10/2025
July 9, 2025
BBB Customer Relations
**********************
****************************************************************
*******, *******; 60611
Re: ******** Veltore Young
Dear BBB Customer Relations,
We researched ****************** history, and can understand his frustration with the series of events noted in his complaint. We can assure that Mr. ****** concerns have been forwarded to management for review so that future problems of this nature can be averted. With that said,we show the technician completed repair by installing the compressor. Should ******** require repair or have any questions, he may contact us to open a new service order. In the interim, we have noted Mr. ****** concerns, and we have closed our file.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Regulatory Complaint Specialist
TransformCoInitial Complaint
Date:06/10/2025
Type: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.
Sears Protect is an Appliance Repair Services Insurance to whom we are paying $65.31 monthly with a $100. deductible for service. Our dryer needs repair, we provided the information to them on 4/24/25. A technician came on 5/07/25. Since then all appointments were cancelled after 11 am on the same day, they were on: 5/20/25, 6/02/25, 6/03/25 It's over a month and we still don't have our dryer fixed. We have an appointment on 6/13 and I'm afraid it will be cancelled again after wasting time and changing plan waiting for the technician. We've not been able to do our laundry.Business Response
Date: 07/11/2025
BBB Customer Relations
**********************
**********************************************************
*******, *******; 60611
Re: ******** - ****-*****/***** **********
Dear BBB Customer Relations:
We forwarded Ms. ********** issue to the **** department and understand that her service appointment has been moved to the earliest date available which is Monday July 14. We expect Ms. ********** has been contacted by her **** case manager for assistance.
With that being said, since our agreement with the Better Business Bureau restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarranted. ***************** issue is not resolved to her satisfaction, she can reopen it later even if the Better Business Bureau has closed it as resolved. We respectfully ask that this matter remain closed at this time.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
******* L. *******
Regulatory Complaint Specialist
***************************************************************************Customer Answer
Date: 07/15/2025
Complaint: 23447477
I am rejecting this response because:
The company did not provide the service until now.
Sincerely,
****-*****/***** **********Customer Answer
Date: 07/17/2025
Complaint: 23447477
I am rejecting this response because:
This is to inform you that Sears Repair Services still has not provided the service repair of the dryer. They continue to reschedule and cancelling.
I will notify you as soon as the service is completed,
****-*****/***** Desrosiers
Sincerely,
****-*****/***** **********Initial Complaint
Date:06/10/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
They charged me a little under ****** dollars to repair my dryer which broke 42 days later with the same issue and they wont replace what they supposedly already fixed and wanted to charge me another ****** to get it fixed againBusiness Response
Date: 07/02/2025
***********************************
July 2, 2025
Customer Relations
**********************
************************************************************
*******, *******; 60611
Reference File # ********. ********* ********
Dear BBB Customer Relations;
We apologize for the inconvenience Ms. ******** has experienced with her dryer.
Our records show that the original repair was completed and the unit was functioning properly at that time. However, we understand her frustration that the issue has reoccurred 42 days later.
Please note that our repair services include a 30-day warranty on labor and 90 days on parts. Since the issue was reported outside the labor warranty period, any new repair would typically incur additional charges.
That said, if Ms. ******** had the unit evaluated by another company and they confirmed that the current issue is the same as what was previously repaired, we are willing to review their findings.Once we receive a copy of the evaluation, we can review the case and determine if further assistance can be offered.
We appreciate the opportunity to resolve this matter fairly and encourage Ms. ******** to provide the necessary documentation for further review.
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:06/09/2025
Type: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.
5/30/25 I called to request repair of a Sears washing machine. The repairman showed up the same day and ordered a part. The part arrived and the repairman arrived on 6/6/25; however, he then determined he had ordered the wrong part. The allegedly correct part was ordered. 6/9 the repairman was scheduled to come back from 1-5 pm. The app said he would arrive between 1:45 and 2:45. At 3:45 I called and they stated he could not work beyond regular business hours so the appointment would need to be rescheduled. Furthermore, several bolts and other parts were strewn about behind the washing machine and the wall in my laundry room is damaged. 1. I have missed 3 days of work (one for the initial call, and two unnecessary days due to the incompetence and failure to appear.2. The wall in my laundry room is damaged and will require painting.3. They charged me $360.05.They offered to refund $176, insisting I owe them for the part (that we aren't sure is correct) and the initial visit wherein my wall was damaged, and the washing machine was taken apart and left in pieces. It is disappointing that a service center from a business in which I purchased the appliance has provided poor quality and untimely service, and retained payment for services not provided without consideration of the missed work hours or damage to my wall. While I am uninterested in pursuing damages at this time, I do believe I am entitled to a full refund of $360.05. They refused to provide a name when asked at customer service and refused to provide me an e-mail or any documentation of the missed appointments, offer to refund a portion of my money, or confirmation of my call. Sears service center ************.Thank you for your assistance.Business Response
Date: 06/19/2025
***********************************
June 19, 2025
Customer Relations
**********************
************************************************************
*******,*******; 60611
Reference File # ******** ****** ********
Dear BBB Customer Relations;
Dear BBB Customer Relations,
We appreciate the opportunity to respond to Ms.Thompsons complaint.
We sincerely apologize for the inconvenience she experienced. After reviewing the matter, we found that the service order had been closed incorrectly, which caused a delay in processing her refund.
This issue has now been corrected, and a refund has been issued as follows:
A total of $187.10 was retained, which includes:
Diagnostic Fee: $129.00 (no tax)
Part: $54.81
Tax: $3.29
A refund check in the amount of $172.95 has been processed and mailed.
Please allow 23 weeks for the check to arrive by mail.
Regarding the reported wall damage, we would like to note that Ms. ******** signed a waiver acknowledging that Sears would not be held responsible for any property damage due to the limited space available to move the washer during the service visit.
If Ms. ******** has any further questions or concerns, she may contact me directly at ******************************************************************************.
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
Sincerely,
****** ******
Regulatory Complaints SpecialistInitial Complaint
Date:06/09/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On April 25th, a service repairperson came out to attempt to fix my Kenmore washing machine. He told me that it would need a motor to be replaced. He attempted to order the motor and told me that it should come that next week. I received a package from them; however, they had shipped a window frame instead. I called H32373435343230**3134H and another service repairperson told me that the previous person ordered the wrong part and that it would be on the truck of the next repair person who will come to my home. That next week, the service repairperson came, and he thought that I had already received the item, and I had not. I&#**;ve repeatedly tried to get in contact with a higher up with the company, however, I&#**;ve been unsuccessful. They would always reschedule someone to come out, but no one would come. I feel that H32373435343230**3134H should ensure that I have the part that is needed to repair my washing machine.Business Response
Date: 07/02/2025
BBB Customer Relations
**********************
**************************************************************
*******, *******; 60611
July 2, 2025Re: ******* ******
Reference Number: 23445833
Dear BBB Customer Relations,We have completed the investigation into Ms. ******* complaint and her dissatisfaction that the washer is still not repaired due to repeated rescheduling.
Our record shows the washer had been approved for a replacement under the terms of the Sears Protect warranty in the amount of $699.00. Subsequently, she was sent an email with the coupon code so she can apply the approved amount towards a new washer at **************************. Since, the washer had been approved for a replacement 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:06/09/2025
Type: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.
We purchased a ******* refrigerator in January. We have had multiple service appointments scheduled with a timeframe of 8am-5pm which means I have to be home all day. Every time a setprvice has been schedule, sometime during the afternoon, I receive a text telling me the appointment has been rescheduled. I have spent days waiting for these people and countless hours on the phone getting people to escalate the issue, I am still waiting for someone to appear. Details of the appointments:The ice maker did not work properly, technician scheduled for 5/13, new ice maker was ordered. Technical was scheduled for 5/28 8am-5pm, at 4:13pm I received a text that we were rescheduled to 5/31 8am-5pm, at 12:03 I received a text the appointment was rescheduled to 6/4 8am-5pm. No one ever called, I called and a technician had not been assigned but they were able to send someone on 6/4 in the afternoon, he installed the new ice maker. That night I noticed the refrigerator was not cooling, the refrigerator stopped working, had to unload everything into various neighbors refrigerators. Called service on 6/5 and the earliest appt was 6/9 so it was scheduled. On 6/9 at 12:57 I received a text the appointment was rescheduled to 6/10 8am-5pm. I have a warranty and service is covered but Sears Home Services had not shown up but I have waited 5 different days for them to arrive!I chose the Sears home service in ******* as the company to report as that is the closest to *************** and could not get any details from the people I spoke with. ******* needs to replace this unit.
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