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.
If you've experienced an issue
Submit a ComplaintThe 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:07/28/2022
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.
Bought insurance needed repair. When man came to hous said they did not have me as I sired. I pay 54 a month for a year and a half for insurance. Now I have to wait for another appointments. And calling Themis an absolutely catastrophe
Business Response
Date: 09/01/2022
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 February 2021. We did note that there was a service set up via the Sears Home Services online website as a cash call with the notes in the Special Instructions: I HAVE A WARRANTY AND I ONLY PAY $75.This unfortunately is not the way to set up service under the warranty she has and if she had spoken to any agent at Sears or Cinch they would have instructed her on what to do. In fact the site she was on states that if you have a warranty you are to call a phone number and will NOT let you set service via the site, unless you select that you do not have a warranty.
That being said 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: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 May 8th, I ordered a dishwasher from Sears. Since that time, the delivery date had been pushed 5 times and today makes six. I called to see if it was delivered to the warehouse today (July 27) and I was told a new delivery date of Sept. 1, 2022. I spoke with many representatives and asked if they could guarantee the delivery? Each time I clear my day and don't make plans hoping this delivery date will stick. If they had told me it would take this long I could have ordered elsewhere. Every time I ask to speak to a supervisor, the reps tell me they have the same information. When I insist, they put me on hold. It sounds like they are working from home (with television, dogs barking, other noises) There is not a supervisor around. I want to speak with someone to explain the delays, make decisions, and can assist with the order and its prolonged delivery. I even contacted sears by email on June 29th, at ********************************************************* and have not received a response. I addressed it to ******************** Delivery Supervisor, and President of the Company: I have been a loyal Sears customer for many years, but this is the worst service I have received. The dishwasher has been on my bill this entire time. I think my only option is to cancel this order and buy elsewhere. I fear this was wasted time and they will cancel in the end, regardless if I wait another 4 months or longer. I am disappointed that Sears has not looked into this with the supplier or reached out to me to make alternate suggestions. Continual postponement of a delivery is not a way to treat your loyal customers. How long will they drag this out? When does it end?Business Response
Date: 08/31/2022
August 31, 2022
Customer Relations
**********************
330 ****************.
*******, ** 60611
Re: ******** *****************************
Dear BBB Customer Relations:
We have completed the investigation of Ms. ******** complaint regarding the delay in receiving her purchased appliance.
After reviewing Ms. ******** complaint and our records, we were able to determine that due to the pandemic,productivity and shipping has been delayed and is some cases ceased from the manufacture. We have been impacted by the global supply chain shortage which has caused delays in processing. Unfortunately we do not have empowerment over the manufacture with orders, productivity and freight shipping. We apologize and appreciate our valued customers patience.
At this time, we have reached out to the manufacture to request the shipping for Ms. ******** order. Once we receive a response, we will reach out to ****************** and provide her the next available delivery date. Based off the aforementioned, we have closed our files.
We 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
Transformco LLC
imx integrated member experienceCustomer Answer
Date: 09/01/2022
Complaint: 17635807
I am rejecting this response because:The pandemic is over and has been for a while now. I ordered this in May and each new scheduled delivery date, I receive a text message stating REMINDER ONE MORE DAY UNTIL YOUR DELIVERY ARRIVES! But that is always a false text because soon afterwards I get a NEW delivery date. They are still selling this item on their website knowing there will be delays (which are not mentioned to the buyer). They should not sell an item they do not have in stock. It is now September. I ordered this item 4 months ago. I could have ordered somewhere else if I knew ahead of time there would be a 4 plus month delay. Their response did not give any definite date. Their response implied this pattern could go on indefinitely. That is not good business... and stating they are closing the case as if I should accept the terms to continue to wait and wait with more possible extensions. It was supposed to arrive today and once again I received a text yesterday stating REMINDER ONE MORE DAY UNTIL YOUR DELIVERY ARRIVES. Shouldn't they know more than a day prior that the item is not in stock and has not shipped? I requested free installation and free removal of old dishwasher. I deserve that for my prolonged wait. I also deserve a definite delivery date.
Sincerely,
*****************************Business Response
Date: 09/27/2022
September 27, 2022
Customer Relations
**********************
********************.
*******, ** 60611
Re: ******** *****************************
Dear BBB Customer Relations:
We have completed the investigation of Ms. ******** rebuttal to the response we previously sent.
After reviewing Ms.******** ********* we contacted our installation department to schedule an installation appointment. Once we have this request met, we will contact ***************** and provide her the available dates in her are. Based off the aforementioned,we have closed our files.
We 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
Transformco LLC
imx integrated member experienceCustomer Answer
Date: 09/27/2022
Complaint: 17635807
I am rejecting this response because: I still do not have the dishwasher that has been on my Sears bill for over four months; and I had requested that the installation be waived due to the lengthy delay and numerous false delivery date text and voicemail alerts, but that has not been mentioned.
Sincerely,
*****************************Business Response
Date: 10/24/2022
October 24, 2022
Customer Relations
**********************
********************.
*******, ** 60611
Re: ******** *****************************
Dear BBB Customer Relations:
We have completed the investigation of Ms. ******** rebuttal to the response we previously sent.
After reviewing Ms.******** ********* we contacted customer service and were informed that on September 13, 2022 the delivery of Ms. ******** purchased dishwasher was completed. It is our hope that Ms. ******** purchased appliance will provide her with long term satisfaction. At this time,we have closed our files.
We 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
Transformco LLC
imx integrated member experienceInitial Complaint
Date:07/27/2022
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.
We have had a Sears Home Services home warranty service plan since the beginning of April 23, 2020 paying $69.99 per month. On April 27, 2022, we contacted Sears because we needed our garage door repaired. They required a pre-payment of $100 prior to letting us schedule a service appointment, which ended up being over 30 days from the date of contact (April 27). Since, we couldn't be without access to our garage door for that period of time, we requested a cancelation of the garage door service and refund of the $100 service fee. Since that date I have called their customer service ********************** three separate times and waited on hold for ***** minutes before speaking to a customer service representative. Each time, the representative said that the prior person didn't enter it in the system correctly and that "this time" I would receive a refund within 3-5 business days. The refund still has not been credited to our account. I tried to cancel my account with the representative and was told that I had to contact their membership department by phone. With hold times over an hour, how do they expect people to request a cancelation. I found a cancel request form on their website and emailed the company on 7/20/22 to cancel my membership. Their site says that cancelation will occur within three business days, which hasn't occurred. As of yesterday, I was billed another $69.99. I have notified my bank of this issue and am disputing the recurring charge as well.Business Response
Date: 09/01/2022
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 April 2020. That being said 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:07/27/2022
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.
We have had a Sears Appliance Protection Agreement for years. We called for service on our Electrolux oven/range on June 11, citing the ************ Code "F14" that was displayed on the device. After multiple calls with endless wait times, a technician showed up 28 days later on July 9th and said that, based on Code F14, he would have to order three (3) parts. (Why didn't they know this before dispatching the technician?) Simultaneously, Sears emailed us with an appointment for today, July 27! One part arrived last week and *** now indicates that the other two will be not be delivered until tomorrow, a day late! We called Sears to reschedule, but they can't fit ** in for another two or three weeks. The Sears phone rep was located in *************** and unable to escalate our request to *****************! Not sure when we'll get this resolved, but are certain that we'll never buy another product from Sears, Transform SR ****** LLC or whatever their name is! Is there anyone in your office who can help us?Business Response
Date: 09/07/2022
Please see the attached response.Initial Complaint
Date:07/27/2022
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.
Purchased a side by side refrigerator from Sears in November 2019, a Kenmore model ********. Also purchased extended warranty. Cost was $2,573.21.The fridge failed in Feb. 2022, and we called for service. The service technician (ID # ******* inspected the unit and ordered a compressor, and arrived in May to install it. Upon performing the repair, the technician wrote on the Service Order Number ********: " Whole sealed system contaminated with oil. Unit to be replaced by tm." That was dated 5 May 2022.We went immediatey to our local Sears to check on when the product might be delivered. They checked, but no positive response from them (problem is with upper level managemet). We've checked back regularly, with the same no response response.This does not seem to be consistent with any business practices, never mind any better business practice, let alone any relating to BBB practice.The phone for Sear is ************, not the number in that section (mine).Business Response
Date: 08/24/2022
August 24, 2022
BBB Customer Relations
**********************
330 ****************., Ste. #****
*******, ** 60611
Reference Number: 17631731
Re: *********************
Dear BBB Customer Relations,
We have completed the investigations of Mr. ********* complaint.
First, we would like to apologize for any inconveniences or frustration Mr. ********* may have experienced in this matter. The satisfaction of our members and customers is our top priority. We value Ms. ******** as a loyal customer and we regret the delay in resolving this issue. Upon further investigations, we discovered the upright freezer was deemed unable to repair by the service technician unfortunately, it was not put in to replacement. We apologize for the oversight. We completed the replacement under the terms of the agreement in the amount of $1150.00. We sent email to him and provided him with the authorized amount and with the replacement information. Since, it was our understanding the replacement refrigerator resolved his complaint we ask to have this matter close.
Again, 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 directly via email.
Sincerely,
***********************
Regulatory Complaints Specialist
Email: ******************************************************************************Customer Answer
Date: 08/25/2022
Complaint: 17631731
I am rejecting this response because: I never received any email outlining replacement terms.
Sincerely,
*******************************Business Response
Date: 08/30/2022
August 30, 2022
BBB Customer Relations
**********************
330 ****************., Ste. #****
*******, ** 60611
Reference Number: 17631731
Re: *********************
Dear BBB Customer Relations,
We received a rebuttal and additional information from Mr. ******** stating he did not received the email I sent him regarding the replacement information. I contacted him back via email and letting him know I did send him an email on August 24th and again resend the replacement offer. At this time it appears that he did received the replacement offer and he will be making his selection and once he made his choice he can either go the store or send me the replacement model for processing. No further action is needed at time while waiting for his selection as such I ask again to have this matter close.
Again, we apologize for any problems or frustrations that Mr. ******** may have experienced with Sears. We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints or problems whenever possible. If you have any further questions, you may contact me directly via email.
Sincerely,
***********************
Regulatory Complaints Specialist
Email: ******************************************************************************Initial Complaint
Date:07/27/2022
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.
My washer repair was assigned by HWA Home Warranty to Sears Home services on 5/23/2022. The first appointment was on 6/9/2022. Parts were ordered for repair at that time, and I needed to reschedule a couple of times due to a vacation and contracting COVID. These next few dates are correct to my recollection. My next appointment was on 7/18, and 1.5 hours into my four hour window, I received a text saying my appointment was rescheduled for 8/3 without any call or explanation. It was at this point that I found out that it is impossible to speak with a human, and live chat fails to be of any help at all. Through stalking their rescheduling page I was able to snag an appointment on 7/20. On that date the tech from my first appointment came out, and because he was trying to only use a crescent wrench and a hammer, was unable to loosen all the screws. After two hours of him banging around, he informed me that he would go get some different tools and be back, but that he would call when he was on his way. Almost immediately after he left I received another message from Sears informing me that my appointment was rescheduled for 8/9 which was almost another 3 weeks. After stalking their website yet again, I was able to get an appointment for 7/23. A different tech came out, and armed with some different tools was able to install the parts, but the washer was still broken, and he informed me that it couldn't be repaired. He said he tried to call HWA, but they didn't answer and that he would put it in his notes so I could get a replacement. Fast forward to now, and *** told me that they can't get a response from Sears saying that it can't be repaired, so I have to start again with a different service provider. All attempts by me to call or chat with anyone who can help me have failed, and I am faced with the prospect of having to wait who knows how long to repeat this process with someone new. I need them to fulfil their obligation to myself and HWA and upload the information.Business Response
Date: 08/23/2022
August 23, 2022
Customer Relations
******* **********************
330 ****************, Suite #****
*******, ******** 60611
Re: ***************************
File Number 17632913
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 have completed the investigation of ******************** complaint regarding the problems he encountered with the washer.
Upon receiving his complaint, we contacted the local service unit for assistance. Our record indicate that the service appointment was canceled by ********* The technician informed that he advised ******* on July 23, 2022, that the unit was non repairable and advised her to call the warranty company. The order was closed on August 5, 2022. Accordingly, we have closed our file.
We apologize for any problems or frustrations that ****************** may have experienced. We appreciate the opportunity to address this matter.
Sincerely,
***************************
Regulatory Complaints Specialist
******************************************************Customer Answer
Date: 08/23/2022
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 since the matter was resolved by the home warranty company, however I was still receiving random appointments scheduled by Sears for no apparent reason until just this last week.
Sincerely,
***************************Initial Complaint
Date:07/27/2022
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.
Today, July 27, 2022 I am filing this complaint with ******* for misrepresented information regarding the warranty of their refrigerator compressor on their website.Business Response
Date: 08/29/2022
August 29, 2022
BBB Customer Relations
**********************
330 ******************., Ste. #****
*******, ** 60611
Re: ******** *************************
Dear BBB Customer Relations,
We have completed the investigation of Ms. ******** complaint regarding her Sears Outlet exchange Kenmore refrigerator from 2019.
After reviewing the complaint filed, we found ***************** received her refrigerator in September of 2019. We are not certain where ****************** took the screenshot of the warranty she provided in her attachment to the Better Business Bureau. However, we would like to clarify that Ms. ******** refrigerators is a Kenmore, not a Pro Kenmore and the appliance came with a one year manufacturers warranty only. When ****************** called in about this same issue back in July, the agents advised her of this same information based on her model number. In the interim, we have noted Ms. ******** 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:07/27/2022
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 March 17, 2020, I placed a call t Sears regarding my Dishwasher not being set properly. The way i discover this is that i had Lizards coming in my home from underneath it. I had to replace my old dishwasher for a new one which I purchased from Sears. The two men they sent to my home did not set it to seal off the critters from crawling underneath it. Sears never came back to correct the problem. Covid turn the world upside down and I have waited. July 24, 2022, I find a snake in my Kitchen that had crawled in from underneath my dishwasher. I called sears and at *************** on July 25, 2022, spoke to A Juillet, who transferred me to a *****, who transferred me to a *****, who transferred me to a ******** and who transferred me to a ******* whom I explained my issue to all five people and was assured by ******* that it would be taken care of and who schedule me a service call for July 26 between ****. A Tech by the name of ****, did text me at 7:45 very rude and wanted me to give him a diagnose text of what my problem was when I had already explained it the day before to Sears customer service reps. All housed in India. **** the Sears tech showed up around 10:40, ****, again asked me what the issue was I told him I have critters coming in my home under my dishwasher which the prior techs did not seal things off when they installed. He then said I am not a pest control person in a rude tone. He entered my home not wearing a mask and I asked him to please put a mask on. He became Irate and said he was not going to put a mask on and never have worn one. I told him that was not ok with me. Especially with Covid on the rise in the area again and my daughter and I just recently cleared from having it. He straight out disrespected my wished and stormed off and said he was not going to fix my issue with dishwasher and said he was going to call his supervisors. I too felt discriminated against in my own home and mocked for because I asked him to put on a mask. RUDE!!!Business Response
Date: 08/31/2022
August 31, 2022
Customer Relations
**********************
330 ****************.
*******, ** 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. 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,
Regulatory Specialist, Regulatory Complaints
imx integrated member experienceCustomer Answer
Date: 09/02/2022
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,
*************************And for them to stop the billing me for a service that was not rendered. I was very clear and detailed what my problem were. At no time did Sears repair or diagnose my DISHWASHER!! I had Lizards coming in first. Then the I found a huge snake that crawled in from under my dishwasher. Again, I called Sears before the Pandemic hit and no one was ever sent to check and see how the Lizards was getting in. Then I placed another call when I found a snake in my Kitchen.
Customer Answer
Date: 09/08/2022
This matter is not resolved. Sears is billing me for a service that was not done. Please do not close my case as resolved. It is not resolved since they keep billing me for a service that was not done to my Dishwasher and they sent the wrong person to my home for the second time.I want all billing to stop too.Business Response
Date: 10/05/2022
October 5, 2022
Customer Relations
**********************
********************.
*******, ** 60611
Re: ******** *************************
Dear BBB Customer Relations:
We have completed the investigation of Ms. ******* ********* regarding her recent service appointment.
After reviewing Ms.******* ********* and our records, we contacted our service department and were informed that service installers do not provide the request **************** needs. The integrity of the floor or walls needs to be repaired. This information was provided to **************** at the time of the service appointment.Based off the aforementioned, we have closed our files.
We 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
Transformco LLC
imx integrated member experienceCustomer Answer
Date: 10/07/2022
Complaint: 17630039
I am rejecting this response because:
Sincerely,
*************************I am rejecting this response because they have me in Collection in the amount of $97.95 when I told the customer service rep what I needed when I placed the call. Then they send a tech out here who told me it was an installment issue. And he doubts I would be able to reach those who did my installment.
I need this to be removed please. Even tech that came said he could not service me. So why am I getting a bill for dishwasher service when there were none?
Thank you, BBB, for your help in this matter.
The name of the ***************** is:
RMS
P.O. Box 19646
***********, ** 554189
************
Saying I have debt to Sears for Repair Services. There were not repair service since I called about a BIG SNAKE getting in my Kitchen from under my Dishwasher. And when I called Sears about the Lizards that I gotten in before my Service account ended just before the Pandemic no one was sent to check. And I was still under my warranty for this service.
Thank you.
Business Response
Date: 10/24/2022
October 24, 2022
Customer Relations
**********************
********************.
*******, ** 60611
Re: ******** *************************
Dear BBB Customer Relations:
We have completed the investigation of Ms. ******* rebuttal to the response we previously sent.
After reviewing Ms.******* ********* we contacted our service department to inquire about the service fee. It is our understanding that **************** was charged after a service appointment was requested at Ms. ******* request due to reporting and calling in stating her dishwasher was not working. After the service technician found nothing wrong with the appliance, **************** requested to have the flooring around her appliance sealed due to having insects, critters, and bugs coming in from the outside of Ms. ******* residence. Unfortunately this is not the type of work our service technicians provide. It was then suggested to *************** that she needed a floor seal. The charge was based on the assessment service on the dishwasher. Based on the aforementioned, we have closed our files.
We 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
Transformco LLC
imx integrated member experienceCustomer Answer
Date: 10/25/2022
Complaint: 17630039
I am rejecting this response because:
Sincerely,
*************************What is stated here is not true. I never said I had a dishwasher issue. I told them that it was an insulation issue. And again, explaining to the person who took my call about the Lizards and the snake that enter home from underneath the dishwasher. I was looking for Sears to send me the Insulation team back to my home not the Dishwasher repair guy. I too called Sears, about the Lizards that got in while I was still under warranty before the Pandemic hit and they never sent anyone back. Then things all shut down.
I did not need their dishwasher repair person. I have a Home Warranty with Choice Home Warranty for all of my appliance's repair in my home. Therefore, what they have stated here is not true and I want them to remove all billing since they fail to send me an Installment tech back out here. The tech that came even told me getting the same techs back would be hard since Covid and those guys were contracted. I do not understand why Sears is not honest about why I called. I never once told them I had a dishwasher problem. Even the first tech that came who was rude to me regarding wearing a mask in my home, told him I needed him to check for how the Snake got in from underneath my dishwasher. Je refused to wear a mask, so I asked him to leave. And called sears back and asked them to send me someone else who will obey the rules of my home.
I reject this response based on the fact it is false and it was not the reason why sears were called as they stated. I did not need them to access anything concerning my dishwasher.
If you read their first reply, they mentioned none of this that they are saying now. Every time they keep changing their reply. The tech did nothing but said he do not know why they ordered him to come out. It was an installment issue and he only service Dishwasher. I told him I was very clear about what my issue was. Even in their rebuttal they mentioned critters I never once said anything about critters, i was very specific what was coming in my home from underneath my dishwasher. Lizards and the last draw were a big black snake in my Kitchen. The Lizards were coming in before the Pandemic which they sent no one to come and check the installment while I was still under warranty. All I ever got was a promise to send the installment people back. THEY never did. I owe them nothing since there were no repairs done to my dishwasher. Neither did I get the installment people back as I requested.
REJECT THIS REBUTTAL and what I want for this solution is for them to remove me from collection for a money that i do not owe them and stop harassing me over an issue they did not take care of per my request. I have since hired an Installment person to come and take care of the issue I was having.
Thank you.
Initial Complaint
Date:07/27/2022
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.
sears home warranty was supposed to fix my ice maker the have sent several people out to repair my refrigerator, its still not working ,, I have called to cancel since they have not repaired my refrigerator , i was told to by an employee ***** who refused to give his last name that I'm being charged 300 plus dollars to cancel , which is not fair since they have not fixed the problem , plan number ******** .Business Response
Date: 09/12/2022
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, our records show that ******************** first contacted Sears to service his none covered refrigerator on March 10, 2022 with a service date of March 17,2022. ******************** canceled this service on March 14, 2022 before the scheduled appointment. We then show ******************** calling for service on March 24, 2022 and that he purchased the *** at this call to receive the above mentioned service discount. But again ******************** canceled that scheduled service April 7, 2022, 15 days before the scheduled service for April 22, 2022 therefore we have no records showing Sears service for his refrigerator nor did ******************** pay Sears for any services.
That being said if ******************** had any services under the *** for his refrigerator and Cinch used another service provider we will not have access to that information. We do show that Cinch cancelled the *** on July 27, 2022.
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:07/26/2022
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.
This is a complaint against Sears master protection plan. I was sold this plan in addition to buying severall appliances through Sears back in July of 2017.On September 7th, 2021 I called because my refrigerator stopped cooling. So I made a call to schedule an appointment to get it fixed. They made an appointment which was about 4 weeks out at the time then no one showed up had to reschedule that appointment. They then showed up thinking it was a PM call just to check on it as preventative maintenance. The tech that did come however tried diagnose the problem whcih ended up order parts. when the parts finally came in they were the wrong parts so then that tech had to order the correct parts. Finally in December the parts showed up and the tech came back to fix it. Which was to no avail. Had to call again which led to 2 cancellation appointments and a no show. Someone finally came out to diagnose again and also tried recharging the refrigerator which also did not work. They then had to order more parts which ended up no working, this is now June of 2022. Had to call again and get someone to come out and diagnose again which was just on 7/15/2022 ( still no working refrigerator) I have now heard of no order confirmation of new parts or a new appointment.They have physically been to my house for this issue at least 7 different time and multiple no shows and cancellations.Business Response
Date: 08/18/2022
August 18, 2022
Customer Relations
******* **********************
330 ****************, Suite #****
*******,******** 60611
Re: ***********************************
File Number 17626640
Dear BBB Customer Relations:
We have completed the investigation of Mr. ********** complaint regarding the problems he encountered with the refrigerator.
Before going further, we would like to note that ********************** has an AG case regarding the same issue.
We received Mr. ********** complaint, and contacted the local ******* unit for assistance. Our record indicate that the technician is scheduled to return to the home on August 23, 2022 to install the ordered part and complete the repair on the refrigerator.
We would like to note that ********************** had a Master Protection Agreement (MPA) that only entitled him to a replacement under the no lemonguarantee clause under certain terms. It specifically states, We will, at your request, replace the product covered by this MPA in the event of four or more separate product failures, as determined by us, due to a defect in parts or workmanship within any continuous twelve month period. It goes on to define product failures as must include repair or replacement of a functional,non-expendable part, and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement or any repair covered under a manufacturers product recall. We have researched Mr. ********** ******* history, and under the aforementioned terms, he did not meet the criteria for replacement.
We apologize for any problems or frustrations that ********************** may have experienced and we appreciate the opportunity to address this issue.
Sincerely,
***************************
Regulatory Complaints Specialist
******************************************************Customer Answer
Date: 08/18/2022
Complaint: 17626640
I am rejecting this response because:This issue has been going on since September 7th, 2021. And according to their records this upcoming service call stool only be their 3rd time out 4 required calls to repair the fridge. So within 2 weeks of that will be a 12 month period that i have been without av working refrigerator. I bought this with the understanding that if my fridge ever broke that they would fix it replace it within a reasonable time frame.
They gave been to my house at least 7 or 8 times and have not one fixed it.
The same technician had been out the last 4 times and he has said he doesnt know what else to replace, but the warranty program tells he needs to order more parts every time.
He's been to my house so often he knows to go into the garage door without asking and to put on booties before he enters in.
I am beyond disappointed with this company and will never do any kind of business with them again. And will let everyone i know my experience with them.
And I know my experience is a one off, they're are forums on how this company is a scam and ******** groups with all the same experiences.
I just want my refrigerator replaced or to be reimbursed.
Sincerely,***********************************
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