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:07/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid around $800.00 for a service contract wit Sears for my lawn mower. Every time I called for service they said that someone would call me with an appointment time. I never received a call back. I have spent hours on the phone trying to resolve this and they just forward my calls. Now the contract has expired and here I sit with a ************ and out $800.00.

  

  Business Response

  Date: 08/23/2022

  August 28, 2022
  
  
  BBB Customer Relations
  **********************
  330 ****************., Ste. #****
  *******, **  60611
  
  
  Reference Number: 17641134
  Re: *******************************
  
  
  Dear BBB Customer Relations,
  
  We have completed the investigations of Ms. *********** complaint.
  
  First, we would like to apologize for any inconveniences or frustration Ms. *********** may have experienced in this matter. The satisfaction of our members and customers is our top priority. We value ************************ as a loyal customer and we regret the delay in resolving this issue. Upon further investigations, we discovered that we currently do not have service technician to run call in her zip code. We contacted her via email at ***************** and suggest for her to find a repair person locally and we will be happy to refund the parts and labor charges up to $500.00. She will need to submit a quote or assessment via email for further approval.  Once the repair is completed, she will submit the invoice via email and we will process the refund in the form of a check. As of today we have not received her response, as such we would ask to temporarily close this case. Should she has any additional questions or concerns she can contact me directly via email at Ellyannah. ********************************************************************.
  Again, we apologize for any problems or frustrations that Ms. ************* 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 directly via email. 
  
  
  
  
  Sincerely,
  ***********************
  Regulatory Complaints Specialist
  Email: ******************************************************************************

• Initial Complaint

  Date:07/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a Sears Master Protection Agreement on my furnace. The furnace broke at the end of March. I have been trying since to get the furnace repaired or replaced. The open case # is ******* I received an email on 04/04/22 that since no technicians were available in my area, I was authorized to hire a local HVAC contractor with reimbursement up to $1,000. Anything over $1,000 would require additional authorization. The technician charged me $150 to diagnose the furnace. I received a check of $150 for the diagnosis.I submitted the estimates from the local tech on 04/22/22 and received a response from the company on 04/25/22 that the estimates were received. I sent a follow-up email on 05/11/22. I called the company on 06/01/22, 06/09/22, 06/17/22, 06/22/22, 06/27/22, 07/06/22, 07/20/22, and the final call on 07/22/22. I kept being told I would receive a call within 3-5 business days, Finally, on 07/22/22, I informed the rep that I would escalate this outside of Transformco if I didn't receive the promised call by COB that day. I still have heard nothing. I need my furnace repaired or replaced very soon as I live in the mountains, and it gets cold at night. My maintenance agreement states that this is a legal contract and I need them to repair or replace my furnace as promised in the contract.

  

  Business Response

  Date: 08/25/2022

  
  
  
  
  
  
  August 25, 2022
  
  
  
  Better Business Bureau
  Customer Relations
  330 *****************************************************************************
  
  Reference File # ******** *********************
  
  
  Dear BBB Customer Relations:
  
  We have completed the investigation of Ms. ****** complaint regarding the problem he encountered when he submitted the repair estimate for the furnace through his protection agreement.
  
  Firstly, we apologize for any inconvenience or frustration that ************** may have experienced. We reached out to our HVAC management team regarding the estimate that ************** submitted for the furnace. It was reviewed and determined that the furnace was uneconomical to repair and it was approved for a replacement. On August 19, 2022 ************** was informed of the replacement process or possibility of a buyout if needed. Our HVAC team will continue to work with ************** on the replacement process and we will monitor as well. In the meantime, if ************** has any questions, she can contact me at ****************************************** 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. If Ms. ****** 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 to have this matter closed at this time.
  
  We apologize for any problems or frustrations that ************** may have experienced with Sears. We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints or problems whenever possible. If you have any further questions, you may contact me at **************.
  
  Sincerely,
  
  ***************************
  Regulatory Complaints Specialist
  
  
  
  

  

  Business Response

  Date: 09/13/2022

  
  
  
  
  
  
  September 13, 2022
  
  
  
  Better Business Bureau
  Customer Relations
  330 *****************************************************************************
  
  Reference File # ******** *********************
  
  
  Dear BBB Customer Relations:
  
  We have completed the investigation of Ms. ****** rebuttal to our response regarding the problem he encountered when he submitted the repair estimate for the furnace through his protection agreement.
  
  We received Ms. ****** rebuttal and we received confirmation from our HVAC team that a buyout offer was approved. On September 3, 2022 our contract department emailed the buyout document to ************** for her review and **************** we receive the signed form, then we will release the check. In order to expedite the check process, ************** can email me the signed form to ****************************************** With that being said, since we have addressed the issue brought forth in Ms. ****** rebuttal, we have closed our file.
  
  We apologize for any problems or frustrations that ************** may have experienced with Sears. We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints or problems whenever possible. If you have any further questions, you may contact me at **************.
  
  Sincerely,
  
  ***************************
  Regulatory Complaints Specialist
  
  
  
  

• Initial Complaint

  Date:07/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Scheduled appt via ***** for a Washer/Dryer Bundle cleaning for $149 and tech shows up after a maintenance window of 8-5 at 2pm! Asked him to verify price he says ~$150 each item depending on what he finds among other excuses reasons. I tell him advertisement for $149 for both showed him screenshot of deal, text/chat with *****, and webpage showing bundle deal! He calls two supervisors and waits in truck over an hour! He said he could only do both for $300 plus at this point Im seeing a bait and switch and do NOT trust tech or company! Told him if he cant do for advertised deal he can leave he closes door and leaves immediately saying thank you! Called ****************************************************************************************************** 2 hours and hang up! Total Scam

  

  Business Response

  Date: 09/01/2022

  September 1, 2022
  
  
  Customer Relations
  **********************
  ************************************., Ste. #****
  *******, **  60611
  
  
  Reference File # 17639012- L Etien
  
  
  Dear BBB Customer Relations;
  
  We have not completed the investigation of Ms. Etiens complaint regarding her dissatisfaction with the scheduled cleaning on her washer and dryer.
  
  While we attempt to provide appointments that are convenient for our customers and expedite the time frame when we can, it is not always possible. COVID-19 has effected not only ***** but companies all over the world. Due to the current situation we have seen delays in appliance parts and service. We are also experiencing a shortage of service technicians due to the pandemic and the need for isolation per state mandates which is seriously effecting service times. Wait times for services at this time is approximately 2-3 weeks, across the industry, not just *****. Everyone is feeling the effects of this pandemic. Please understand that we are doing the best we can with the available resources.
  
  We are still investigating, and we need a little bit more time to resolve this matter. In the meantime, If ************** has any questions or concerns, she is welcome to email me for assistance at *****************************************.
  
  We apologize for any issues or frustrations that ************** may have experienced with ***** Holdings Corporation. We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints whenever possible.
  Sincerely,
  
  *************************
  Regulatory Complaints Specialist
  ***** Holdings Corporation
  
  
  
  

• Initial Complaint

  Date:07/28/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/4/2022 I renewed our Master Protection Agreement. On 5/4/2022 I contacted them that both of our dryers needed repaired. They did send someone out. He diagnosed the problem, ordered the parts. When parts came in they were the wrong parts. Ordered more parts. Came back, still wrong parts. Same thing happened 2 more times. They were supposed to come again on Monday and never showed up. This is a business that does laundry 24/7. We have a total of three dryers in the facility. Only having 1 working dryer is very time consuming. We paid almost $500 for this one year warranty and I feel we are not getting what we have paid for. Our dryers should have been fixed by now.

  

  Business Response

  Date: 08/25/2022

  
  
  
  
  
  
  August 25, 2022
  
  
  
  Better Business Bureau
  Customer Relations
  330 *****************************************************************************
  
  Reference File # ******** *******************
  
  
  Dear BBB Customer Relations:
  
  We have not completed the investigation of **************** complaint regarding her dissatisfaction with the multiple repairs on the dryer.
  
  We apologize for the delay in responding to this complaint. We have forwarded this matter to our service management team for review. We received confirmation that a Sears technician, not a contractor, was recently assigned to assess the dryer issue. On August 23, 2022 the technician changed the vent system and found that the unit required a gas valve. The part was ordered and the technician will return to install the part. We will continue to monitor as well and if the technician reports that the dryer is non repairable, we will start the replacement process. In the interim, should **************** have any questions, she may contact me via email at ***************************************** or directly at **************.
  
  We apologize for any problems or frustrations that **************** may have experienced with Sears. We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints or problems whenever possible. If you have any further questions, you may contact me at **************.
  
  Sincerely,
  
  ***************************
  Regulatory Complaints Specialist
  
  
  
  

  Customer Answer

  Date: 08/29/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:07/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have had a Sears Home Warranty for about 5 years. We got it the last time the refrigerator broke. The refrigerator broke again, and a service technician came out yesterday (7/27/2022). I was not home but my wife, who is blind, was. Depending on which story we get from Sears he thinks we either tried to fix the refrigerator ourselves or he thinks we broke it trying to defrost it. We have never tried to fix or defrost the refrigerator. The refrigerator has not been moved out of its spot since the last time Sears fixed it. If there is anything wrong with it, it the fault of the Sears people who fixed it before. They have denied our claim. We need a refrigerator immediately so I will have to buy a replacement and they will have to pay for it. I would also like a refund for my payments to Sears Home Warranty.

  

  Business Response

  Date: 08/31/2022

  BBB Customer Relations
  **********************
  330 ****************., Ste. #****
  *******, **  60611
  
  Re: # ******** *********************
  
  Dear BBB Customer Relations:
  
  Before going further, we do want to note that due to the ongoing COVID-19 pandemic, we are experiencing longer than normal response times to work with a representative. We have been impacted by the global supply chain shortage which has caused delays in processing concessions and benefits. The pandemic has also impacted repair services, availability of parts, and delivery of replacement products. We apologize for any delays and inconveniences resulting from this pandemic. We are doing our very best to provide the services as safely and quickly as possible including our responses to complaints such as those filed with the BBB. We appreciate everyones patience.
  
  We do sell the Sears branded Sears Home Warranty (***) to our customers and we believe it presents a great value to them as well as an alternative choice to the product specific protection agreement coverage we have carried for years and that we also continue to sell. Sometimes as part of our sale of the **** we might have a promotion that will discount the service on a non-working appliance in exchange for purchasing the *** for at least a period of time that would cost equal to the discount provided (usually a maximum discount of $150.00). If the contract is canceled before at least the discounted amount is collected in the form of monthly charges, even when no other service is used, then the promotion is invalidated and the full amount of the repair is due.
  
  Once the coverage becomes active though 30 days after purchase, and we would note that items are expected to be in good working order at the onset of coverage and if they are not, it could be considered to have a pre-existing condition that could cause it to not be covered, we are no longer involved with the contract.The actual *** contract is issued, administered, and the obligor is listed to be, different entities dependent on the state where issued; but all are subsidiaries of Cinch Home Services. When the *** number is called, it is their customer service that is dispatching service and they make any decisions regarding replacement of product and the application of any terms and conditions of the contract, including whether something is covered or not.There are times that Sears might be the service provider used if we have technicians available in the area and provide the service needed, and other times that other service providers might be contracted by Cinch.
  
  In this case, ************** has had a *** since 2019. At this time we have forwarded this complaint over to our direct contacts at Cinch and they are committed to fairly resolving any issues we send to them but they will enforce the terms of the contract. If ************** feels they do not take care of this issue or that they still have a valid dispute against the terms of this coverage, they are also able to file a complaint directly against his Sears Home Warranty/Cinch by filing with the ******* BBB. Prior to doing so, Cinch does state on their BBB site:
  
  If you are considering filing a complaint through BBB, Homesure of ******** **** would like customers to contact their customer service ********************** at **************. Homesure staff are available to support you from 8 a.m. - 5 p.m., (ET) Monday through Friday. General Support for new and existing claims is available 24/7 using the primary contact number associated with your warranty.
  
  With that said, since we do have them working on ************** issue we have entered this information to close this out on our end as there is nothing further we are able to do since we do not administer the contract.
  
  
  
  Sincerely,
  
  *******************************
  Regulatory Complaint Specialist
  **********************************************************
  

• Initial Complaint

  Date:07/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a fridge with an ice maker. The ice maker does not work. I had a technician come out today 7-28-22. He told me that the ice maker was recalled and there was nothing he could do for since the product was recalled and no longer being made. I gave him my manual for the fridge and asked which number I need to call to speak to someone. He went to his van and came back and quoted me over $731 to replace the recalled item. I declined the quote. He then tried to sell me insurance on my product and gave me a new quote of over $500 to fix the ice maker. I declined that as well. I informed him that I was never notified of a recall and that they should honor their products. I have since tried to call any number that I can find with no success. It is impossible to speak to an actual human. I was able to chat with an online person who also informed me that since I declined the quote of $731 that there was nothing they could do for me. My problem is that I already paid for the ice maker that does not work and their company is fully aware that it is defective so why am I expected to pay a 2nd time for the same item? They sold me a defective item. Isn't it their job to fix it? I feel like they should replace the broken item at no cost to me. I already paid for the item and the tech visit and it is still broken!

  

  Business Response

  Date: 08/22/2022

  August 22, 2022
  
  Customer Relations
  ******* **********************
  330 ****************.,Ste. #****
  *******, **  60611
  
  Re:  # ******** *****************************
  Dear BBB Customer Relations:
  
  Before going further, we do want to note that due to the ongoing COVID-19 pandemic, we are experiencing longer than normal response times to work with a representative. We have been impacted by the global supply chain shortage which has caused delays in processing concessions and benefits. The pandemic has also impacted repair services, availability of parts, and delivery of replacement products. We apologize for any delays and inconveniences resulting from this pandemic. We are doing our very best to provide the services as safely and quickly as possible including our responses to complaints such as those filed with the BBB. We appreciate everyones patience.
  
  With that said, we have completed our investigation of Ms. ******** complaint regarding her refrigerator.     
  

  Our records indicate that the model number for Ms. ******** refrigerator is *********** and was purchased September 03, 2016.  ******************* Warranty states, For one year from the date of sale this appliance is warranted against defects in material or workmanship when it is correctly installed, operated and maintained according to all supplied instructions.  With proof of sale, a defective appliance will receive free repair or replacement at options of seller.  For warranty coverage details to obtain free repair or replacement, visit the web page: www.kenmore.com/warranty.
  On July 28, 2022, a technician was dispatched to Ms. ******** place of residence and provided her with an estimate on the cost to have her refrigerator repaired and ****************** declined to proceed.  If extended coverage is not purchased, which in Ms. ******** case it was not, any service related issues thereafter is strictly the responsibility of the consumer and any current issues would not be covered.  Should ****************** have any additional questions or concerns, she is welcome to contact me via email at ************************************************. 
  
  We apologize to ****************** and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.
  
  *********************
  Regulatory Complaints Specialist
  Transform SR *********************************

  
  

• Initial Complaint

  Date:07/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I open a claim a Sears Home Repair (Service Order # SCCQ72F9D1C5) on July 12 for a fridge not cooling issue. This business cinch collected the delectable of $100. few days passes and i did not hear from them. So, i had to call them to send someone for the repairs. They sent someone and he determined it is sealed system issue and it is better off to replace the Frigidaire. Instead of replacement, cinch sent two additional repair men and they said the samething. Weeks passes and i am setting with bad fridge and i have kids who need to eat healthy food. The last call i did over the weekend, i stayed on hold for two hours and no one was able to help... i need a resolution there!!

  

  Business Response

  Date: 08/29/2022

  
  BBB Customer Relations
  **********************
  330 ****************., Ste. #****
  *******, **  60611
  
  Re: # ******** **************************
  
  Dear BBB Customer Relations:
  
  Before going further, we do want to note that due to the ongoing COVID-19 pandemic, we are experiencing longer than normal response times to work with a representative. We have been impacted by the global supply chain shortage which has caused delays in processing concessions and benefits. The pandemic has also impacted repair services, availability of parts, and delivery of replacement products. We apologize for any delays and inconveniences resulting from this pandemic. We are doing our very best to provide the services as safely and quickly as possible including our responses to complaints such as those filed with the BBB. We appreciate everyones patience.
  
  We do sell the Sears branded Sears Home Warranty (***) to our customers and we believe it presents a great value to them as well as an alternative choice to the product specific protection agreement coverage we have carried for years and that we also continue to sell. Sometimes as part of our sale of the **** we might have a promotion that will discount the service on a non-working appliance in exchange for purchasing the *** for at least a period of time that would cost equal to the discount provided (usually a maximum discount of $150.00). If the contract is canceled before at least the discounted amount is collected in the form of monthly charges, even when no other service is used, then the promotion is invalidated and the full amount of the repair is due.
  
  Once the coverage becomes active though 30 days after purchase, and we would note that items are expected to be in good working order at the onset of coverage and if they are not, it could be considered to have a pre-existing condition that could cause it to not be covered, we are no longer involved with the contract.The actual *** contract is issued, administered, and the obligor is listed to be, different entities dependent on the state where issued; but all are subsidiaries of ********** Services. When the *** number is called, it is their customer service that is dispatching service and they make any decisions regarding replacement of product and the application of any terms and conditions of the contract, including whether something is covered or not.There are times that Sears might be the service provider used if we have technicians available in the area and provide the service needed, and other times that other service providers might be contracted by Cinch.
  
  In this case, Mr. ***muwaqqat has had a *** since 2021. At this time we have forwarded this complaint over to our direct contacts at Cinch and they are committed to fairly resolving any issues we send to them but they will enforce the terms of the contract. If Mr. *********** feels they do not take care of this issue or that they still have a valid dispute against the terms of this coverage, they are also able to file a complaint directly against his Sears Home Warranty/Cinch by filing with the ******* BBB. Prior to doing so, Cinch does state on their BBB site:
  
  If you are considering filing a complaint through BBB, Homesure of ******** **** would like customers to contact their customer service ********************** at **************. Homesure staff are available to support you from 8 a.m. - 5 p.m., (ET) Monday through Friday. General Support for new and existing claims is available 24/7 using the primary contact number associated with your warranty.
  
  With that said, since we do have them working on Mr. ***muwaqqat issue we have entered this information to close this out on our end as there is nothing further we are able to do since we do not administer the contract.
  
  
  
  Sincerely,
  
  *******************************
  Regulatory Complaint Specialist
  **********************************************************
  

• Initial Complaint

  Date:07/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been promised that my refrigerator would be repaired as of in June beginning of June and I had an appointment with them for July and then they canceled the day of because they said they didnt have a technician available and then they said it would be 27 July and then now I got a text from them saying it wouldnt be in till August 18 I cant do this any longer Ive lost food peace of mind and I did pay extra for all this Im sending you copies of my warranty and hopefully I can get some kind of resolution thank you

  

  Business Response

  Date: 08/22/2022

  
  August 22,2022
  
  Customer Relations
  **********************
  330 ****************., Ste. #****
  *******, **  60611
  
  Re:  # ******** *********************************
  COVID-19 Impacts: Due to the ongoing COVID -19 pandemic, we are experiencing longer than normal response times to work with a representative. We have been impacted by the global supply chain shortage which has caused delays in processing concessions and benefits. The pandemic has also impacted repair services, availability of parts, and delivery of replacement products. We apologize for any delays and inconveniences resulting from this pandemic. We are doing our very best to provide the services as safely and quickly as possible. We appreciate your patience.
  
   Dear BBB Customer Relations,
  We have completed the investigation of Ms. ********** complaint regarding his dissatisfaction with the delay on his refrigerator repairs.
  Unfortunately, due to extraordinary circumstances surrounding COVID-19 we have seen delays in all areas of customer and technical service. We are also experiencing a shortage of staff and service techs due to furloughs, the illness or the need for isolation per state mandates and/or furloughs which is seriously affecting all aspects of business.Everyone is feeling the effects of this pandemic. Please be assured that we are doing the best we can with the available resources.
  Upon receiving ********************** complaint, we contacted the local service unit for assistance. We were advised that his repairs were completed on August 17, 2022,and his refrigerator is in working condition at this time, with that being said, we have closed our file.
  We apologize to ********************** and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns. 
  Sincerely
  
  *************************
  REGULATORY SPECIALIST, Regulatory Complaints
  Transform SR *****************************************

• Initial Complaint

  Date:07/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Kenmore fridge in late 2017 for $2000 this included an extended warranty. Last week my fridge went out/ no longer cooling and after loosing $300 in food and a service tech to come out (another$160) I find out that it is the compressor. The compressor for Kenmore is made by ** and already had a class action lawsuit filed for their compressors. I should not have any issues within the first 5 year of owning a $2000 appliance. ** does show a 10 year warranty on their compressors so why would I have to spend another $1000 for parts and labor. They knowingly put defective parts into Kenmore products and dont provide help or stand behind their products. I have saved the purchase receipt from sears from 2017 if needed.

  

  Business Response

  Date: 08/29/2022

  August 29, 2022
  
  Customer Relations
  ******* **********************
  330 ****************.,Ste. #****
  *******, **  60611
  
  Re:  # ******** *******************************
  

  Dear BBB Customer Relations:
  
  We have attempted to make contact with ************************ on multiple occasions by emailing her at  ******************** but to date our emails have not been returned.  Should ************************ wish to discuss the matter, she is welcome to contact me via email ************************************************.  Accordingly, we have closed our file.
  

  We apologize to ************************ and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.
  
  *********************
  Regulatory Complaints Specialist
  Transform SR *********************************

• Initial Complaint

  Date:07/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to contact Sears Home Warranty to schedule a repair. Have been calling for a week now and no answer. I have left several messages with no response. When I try to input service request, it gives me a phone number to call and schedule. The number is the main number; only keep getting a message about long wait times and to hold or leave a number and they will call back. I have held for 2-1/2 hours. I have been doing this for a week now and still no response. Are they still in business? I pay a monthly fee for this service.

  

  Business Response

  Date: 08/31/2022

  BBB Customer Relations
  **********************
  330 ****************., Ste. #****
  *******, **  60611
  
  Re: # ******** ***********************
  
  Dear BBB Customer Relations:
  
  Before going further, we do want to note that due to the ongoing COVID-19 pandemic, we are experiencing longer than normal response times to work with a representative. We have been impacted by the global supply chain shortage which has caused delays in processing concessions and benefits. The pandemic has also impacted repair services, availability of parts, and delivery of replacement products. We apologize for any delays and inconveniences resulting from this pandemic. We are doing our very best to provide the services as safely and quickly as possible including our responses to complaints such as those filed with the BBB. We appreciate everyones patience.
  
  We do sell the Sears branded Sears Home Warranty (***) to our customers and we believe it presents a great value to them as well as an alternative choice to the product specific protection agreement coverage we have carried for years and that we also continue to sell. Sometimes as part of our sale of the **** we might have a promotion that will discount the service on a non-working appliance in exchange for purchasing the *** for at least a period of time that would cost equal to the discount provided (usually a maximum discount of $150.00). If the contract is canceled before at least the discounted amount is collected in the form of monthly charges, even when no other service is used, then the promotion is invalidated and the full amount of the repair is due.
  
  Once the coverage becomes active though 30 days after purchase, and we would note that items are expected to be in good working order at the onset of coverage and if they are not, it could be considered to have a pre-existing condition that could cause it to not be covered, we are no longer involved with the contract.The actual *** contract is issued, administered, and the obligor is listed to be, different entities dependent on the state where issued; but all are subsidiaries of Cinch Home Services. When the *** number is called, it is their customer service that is dispatching service and they make any decisions regarding replacement of product and the application of any terms and conditions of the contract, including whether something is covered or not.There are times that Sears might be the service provider used if we have technicians available in the area and provide the service needed, and other times that other service providers might be contracted by Cinch.
  
  In this case, **************** has had a *** since 2018. At this time we have forwarded this complaint over to our direct contacts at Cinch and they are committed to fairly resolving any issues we send to them but they will enforce the terms of the contract. If **************** feels they do not take care of this issue or that they still have a valid dispute against the terms of this coverage, they are also able to file a complaint directly against his Sears Home Warranty/Cinch by filing with the ******* BBB. Prior to doing so, Cinch does state on their BBB site:
  
  If you are considering filing a complaint through BBB, Homesure of ******** **** would like customers to contact their customer service ********************** at **************. Homesure staff are available to support you from 8 a.m. - 5 p.m., (ET) Monday through Friday. General Support for new and existing claims is available 24/7 using the primary contact number associated with your warranty.
  
  With that said, since we do have them working on **************** issue we have entered this information to close this out on our end as there is nothing further we are able to do since we do not administer the contract.
  
  
  
  Sincerely,
  
  *******************************
  Regulatory Complaint Specialist
  **********************************************************