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

  400 E. Rollins Rd. (LAKE) Round Lake, IL 60073

  
• 

  Transformco

  500 W Chrysler Dr (BOONE) Belvidere, IL 61008

  
• 

  Transformco

  5500 Trillium Blvd Bldg Ec-130a Elm (COOK) Hoffman Est, IL 60192

  
• 

  Sears

  1040 Annapolis Mall (ANNE ARUNDEL) Annapolis, MD 21401

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:07/26/2022

  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.

  In the beginning of June 2022 I called sears repair and explained to them that my kenmore elite freezer and ice maker is not working and that Ive lost a lot of food because of this. The earliest appointment was July 25. I kept calling in the weeks to come they made an appointment for July 8. After that they called me to say they can get me in earlier. Which was June 24. I was thrilled thinking my unit will finally get fixed, they even ordered a part for it that came to my house. Still waiting to be opened and installed. A couple of days before June 24 they left a message stating my appointment needs to be rescheduled. Like all the other appointments they made for me. *** tried to call them many times but Im unable to get through to a person, the automated system keeps repeating the same message over and over then hangs up. Ive tried theyre online scheduler but that doesnt work either. I dont know what to do. I paid for the maintenance agreement, but theyre not keeping their end of the agreement. Please help me either to get a repair person to fix the problem or they need to give me a new refrigerator freezer. Thank you

  

  Business Response

  Date: 08/19/2022

  August 19, 2022
  
  
  BBB Customer Relations
  **********************
  330 ****************., Ste. #****
  *******, **  60611
  
  
  Reference Number: 17627069
  Re: *********************
  
  
  Dear BBB Customer Relations,
  
  
  We have not completed the investigations of Mr. ****** complaint regarding the refrigerator that has failed and it was not repaired in a timely manner. We ask for additional time.
  
  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 ************** as a loyal customer and we regret the delay in resolving this issue. Our record shows he called and set up a repair visit because the refrigerator was not cooling and the icemaker is not making ice. It was determined that it needed an icemaker part to complete the repair, it has been ordered and shipped directly to him. The part installation is rescheduled for August 27th and will monitor the repair visit. Should ************** has any additional questions or concerns he can contact me directly via email.

  
  Again, 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 directly via email. 
  
  
  
  
  Sincerely,
  ***********************
  Regulatory Complaints Specialist
  Email: ******************************************************************************

• Initial Complaint

  Date:07/26/2022

  Type:Billing 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.

  9/11/2021 cleaning of 7 Airvents by Sears Co. It was done very unefficent poorly, the charge was ******* $ in statt as Sears informed me per Telefone and internet 99 dollars plus 20 sanitizer spray. called about 15 times the company, send a letter to the headquarters in **********************, the office in Fla offered 250 $. OI I am requested the full amount, since they promised to clean everything, coil pipes, nothing was done, finished in *************************************************************************************************** the mail, Nothing arrived. I asked what I signed, he said, that we were here and did a job. I got a credit from ***** Very rude to me, I am a senior of 83yrs, It was fraud and I was lied to. I got a credit from GreenSky which I got help from someone to pay in full. Please can you help. I have very little Social and being disabled.

  

  Business Response

  Date: 08/19/2022

  
  
  
  
  
  
  August 18, 2022
  
  
  
  Better Business Bureau
  Customer Relations
  330 *****************************************************************************
  
  Reference File # ******** *************************
  
  
  Dear BBB Customer Relations:
  
  We have not completed the investigation of **************** complaint regarding the charges she incurred for the duct cleaning service she requested.
  
  We apologize for the delay in responding to this complaint. We have forwarded this matter to our ******************** Team and the local duct cleaning office for review. We are currently awaiting their response. We are committed to providing a fair and equitable resolution and ask that **************** allow us five business days to come to complete the investigation. In the interim, should **************** have any questions, she may contact me via email 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
  
  
  
  

• Initial Complaint

  Date:07/26/2022

  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.

  My husband purchased two, 5 year, protection service agreements from Sears in 2018. He purchased a washer and dryer and a fridge. A couple months ago our fridge stopped cooling and we lost everything inside of it. We called to have someone come and fix the fridge and to utilize the food-loss credit and were told that both service agreements had been canceled back in 2018. I informed the representative that my husband never canceled anything. I spoke with a woman for 2 hours, and after many escalations, she informed me that the cancelation was due to a glitch during the layaway process. She said that she has seen this issue happen before and that they would get a new service agreement reinstated, per her supervisors instruction. She told me to call back if I did not get any email or phone call with the new service agreement information. I called back weeks later, after getting no contact from Sears. I was informed that there is an update on our case stating that they will not be reinstating the service agreement. The man I spoke with told me that he wasn't able to explain the notes on the account and that someone from his "off-line" team would call in in the next 3 days to better explain. This is unacceptable to me. Thankfully we have a spare ****** to utilize, but my husband didn't spend nearly $1000 on service agreements just to be robbed. He was never refunded the money he spend and was completely unaware that these were canceled. He purchased these agreements for this exact reason, and now we have a dead fridge, wasted food, and lost money. I have left a voice-mail for the *** of Sears ******************* because this is outrageous to me. At this point I am considering this an act of theft on behalf of Sears. You do not charge someone $899.98 for protection plans, just to cancel them and not allow someone to use what they paid for. I want Sears to reinstate the plan so that we can get our fridge fixed and get compensated for the food we lost.

  

  Business Response

  Date: 08/23/2022

  
  
  
  
  
  
  August 23, 2022
  
  
  
  Better Business Bureau
  Customer Relations
  330 *****************************************************************************
  
  Reference File # ******** *********************
  
  
  Dear BBB Customer Relations:
  
  We have completed the investigation of Ms. ******* complaint regarding the problem she encountered when she requested service for her refrigerator through a protection agreement.
  
  According to our records, on June 23, 2022 **************** contacted our contract department regarding the coverage that she purchased on her appliances in 2018. A research was conducted and we found that on May 18, 2018 **************** initiated a layaway transaction for the washer, dryer, refrigerator, and protection agreements for each appliance on salescheck #************; layaway subtotal amount was $4,113.89 + $242.10 tax, totaling $4,355.99. The layaway noted that a $200 deposit was charged on debit card ending in ****, leaving a layaway balance of $4,155.99, with the first payment due on June 1, 2018. However, on May 30, 2018 **************** cancelled the layaway, on salescheck #************, and the $200 deposit was refunded as a cash payment (which was used on the next transaction). That same day, **************** purchased the same appliances on salescheck #************ for a subtotal of $3,138.92 + $241.72 tax, totaling $3,380.64. The receipt shows that a $400 cash payment was made, and the remaining balance of $2,980.64 was charged to debit card ending in ****. Unfortunately, the receipt confirms that **************** was not charged and did not purchase a protection agreement for the appliances on May 30, 2018. If **************** purchased protection agreements on a separate salescheck that is not listed above, she can email it to me at ****************************************** With that being said, since we have addressed the issue brought forth in Ms. ******* complaint, we have closed our file.
  
  We apologize for any problems or frustrations that **************** 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: 08/30/2022

   
  Complaint: 17624307
  
  I am rejecting this response because:
  
  Complaint:17624307
  
  I am rejecting this response because:
  What you are telling us is that my husband never paid for the service agreements.  However, through no fault of his own, we are in this situation.  He was given a booklet with BOTH receipts in them, as if to imply the service agreement was still in effect (see attachment).  He did not review these receipts because he TRUSTED that everything was still as he had purchased it.  Why would they put these receipts together?  Why not just give him the one without the cancelled items on it?  This was given to him as proof that he PURCHASED the SA's.  What happened after that was not because of anything my husband did, and clearly whoever gave him this booklet did not know that the SA's were missing either!  The original representative who spent two hours on the phone with me ADMITTED that the original cancelation of the service agreement was the ***** of Sears.  She stated that this was some kind of error that happens with the layaway process, in that the system automatically notes that a customer called and cancelled, but they NEVER CALLED or CANCELLED to begin with!  My husband was not ever aware that anything had been cancelled, and he never initiated this.  He purchased the items on layaway, put down a deposit, scheduled a delivery date and that was the end of it.  There is a problem with your layaway automation that needs to be addressed.  I understand that we have not paid for a service agreement, because of an error on behalf of Sears, but we were not aware of this issue at all until NOW. So, four years after purchase we have been assuming that the service agreement,we THOUGHT we purchased, was still in effect.  Now we have a broken fridge,lost all our food, and need repair.  This is such a horrible inconvenience,and quite honestly the most horrendous customer service/business ethics I have ever experienced.  Sears has thoroughly screwed us over in this issue.  There is no extra sales order because we were NEVER aware that ANY of this had happened on the back-end.  So, we reject this resolution because we are not at fault here; Sears is.

  
  At this point, for the massive inconvenience this has placed on our lives and for the hours of phone calls and waiting around we have done, the resolution we want is a complimentary service agreement placed on the fridge, washer, and dryer for the remainder of what would have been our original agreement period.  The expiration was supposed to be 7/13/23. 

  
  Sincerely,
  
  Mrs. ********************* and *****************************

  

  Business Response

  Date: 09/02/2022

  
  
  
  
  
  
  September 1, 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 she encountered when she requested service for her refrigerator through a protection agreement.
  
  We received Ms. ******* rebuttal and we do not find that she has brought any new information to her complaint. While we understand that she is dissatisfied that the appliances do not have coverage, the fact remains that she did not purchased protection agreements when she purchased the appliances.
  
  **************** mentioned that she her concern that she was provided the two receipts. As clarification, both receipts were provided to **************** for her records as most retailers will typically staple the original and new or an exchange receipt together; for record purposes. **************** also mention her concern that she was informed that there is a problem with the automated layaway system. We apologize if someone miscommunicated the issue that can sometimes occur with layaways. When a layaway is paid off in several payments, at the end of the layaway, the purchase is completed and the appliances are ordered for delivery. Occasionally, during this process, the protection agreements purchase does not link to our contract department. Since there is proof of purchase (through layaway payments/receipts), the contract can be added to the appliances.
  
  This is not the case with Ms. ******* appliance purchase. As previously stated, the transaction started off as a layaway, but then **************** returned and cancelled the layaway before any payments were due. **************** than purchased the appliances and paid in full on a debit card. In fact, there was a huge difference in price from the layaway total of totaling $4,355.99 and the new purchase of $3,380.64. It is the consumers responsibility to review the receipts to confirm the order is correct; specifically when there is a huge price difference in the transactions. Too much time has elapsed and there is no way to know if **************** changed his mind when he made the new purchase and decided not to order the protection agreements. Regardless, this was not a systems error and the protection agreement cannot be added to the appliances since it was not purchased on the date of sale. With that being said, since we have address the issue brought forth in Ms. ******* complaint, 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
  
  
  
  

  Customer Answer

  Date: 09/07/2022

   
  Complaint: 17624307
  
  I am rejecting this response because:
  
  I understand that this was never paid for, however, this is not my husbands fault and something should be done to rectify the situation.
  I have been talking to him and asked him to think back and tell me exactly what happened when he bought the fridge.  My husband has recalled that he went to a Sears store and picked out the items that he wanted to purchase out-right (not on layaway).  He wanted to get the sale price on the items, but was not able to provide a delivery date and the sale-price would be over the next day.  The home he was purchasing was in escrow and once this was closed and the home was his, he would be able to provide a delivery date for the items.  The sales person who was helping him told him that if he put down a deposit on the items,they could hold them for him at the sales price until he knew a delivery date.  Once he had a delivery date to provide, we physically went back to the Sears store and told them the date.  He then paid up-front for the entire purchase and was never informed that the service agreements had not made it onto the new sales order.  It is my guess that whoever was trying to help him out and give him a discount made things more complicated by making his order a layaway.  For some reason, when he provided a delivery date, someone had to cancel the original layaway sales order and generated a new sales order and must have forgot to put the service agreements back on.  I can only assume that when the person did this, it generated some kind of note in the system that the customer cancelled the layaway as an automatic notation.  My husband did not notice the price difference because he assumed everything was the same and nobody pointed it out.  He had a lot of large purchases happening at that time because of the new home he was buying for.  He simply paid and signed his name.  There are many times I pay for things and do not double check that the price is the same as it was before.  If you work with a sales rep and they take down your order and put a deposit on it, then you expect it to be the same in the end.  He trusted that Sears had done this right.  That should not be put back on him, like this is all his fault.

  
  So again, I will re-iterate, that we now have a dead fridge and no service agreements.  We had to pay for a new fridge while we figured out what to do with the old one.  We have not had it worked on because my husband was certain that he had a service agreement.  Additionally, our washer and dryer are at risk of being in the same situation, should something happen to them between now and July of 2023.

  
  If Sears is unwilling to compensate us with a short-term service agreement on these items, then can you at least offer us a pro-rated agreement so that we can get this fridge fixed the way we always intended it to be?  My husband never canceled anything and it is not his fault that someone on Sears end screwed up.  You say that you cannot prove that my husband didnt cancel this order, but the proof is in his word.  It is obvious what happened.  Someone at SEARS canceled the layaway order when he came in to provide a deliver date and generated a new sales order ticket since he wanted to pay it in-full.  They did not carry over the service agreements. My husband did not ask them to cancel anything and he did everything that Sears asked of him.   

  
  Please let us know if you are willing to make any effort at all towards a genuine resolution, instead of just telling us that it is my husbands fault for not catching Sears error.  If you cannot assist us in getting some kind of coverage for our appliances then I have no choice but to take this up with the *** of Sears.
  Thank you,

  
  Mrs.*********************

• Initial Complaint

  Date:07/26/2022

  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.

  They have been cancelling the appointment or finding not record of confirmed appointments to come out and fix my fridge for two months and when they do come they send someone who has no idea what to do and says they will send someone else no help at all it is affecting my quality of life and those of my family

  

  Business Response

  Date: 08/22/2022

  
  August 22,2022
  
  Customer Relations
  ******* **********************
  330 ****************, Suite #****
  *******,******** 60611
  
  Re: ***************************
        File Number 17624308
  
  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 dissatisfaction with the way her claim has been handled under her Sears Home Warranty plan.
  
  In order to investigate and respond, we had to reach out to Cinch Home Services. In case ************** was unaware, her Sears Home Warranty is issued and administered by HomeSure Services, ***** HomeSure of America, ***** HomeSure Protection of California, ***** or HomeSure of Virginia, ***** depending on the state she lives in. All of those variations though are subsidiaries of Cinch Home Services, and Cinch provides the customer support when any customer calls into the ********************** Home Warranty line.  Since Ms. ****** complaint strictly involved the administration of her contract and we have no control over that, we reached out to Cinch regarding Ms. ****** complaint and any details of any resolution they provided. We received the following response from ******** on their Escalated Customer Support Team
  
  Our records indicate that the customer process a service request for the refrigerator, and it was assigned to Sears. The claim was approved for replacement on 8/3/22 and the customer accepted the replacement unit offered by the home warranty. Our records also indicate that it was delivered on 8/18/22.
  
  8/18/2022 3:43 PM EST Private /**Customer Advocacy Team***
  Follow Up: Called GE spoke with ******* who advised the updated time for delivery for customersreplacement refrigerator is Aug 25th. I called the customer to provide the updated delivery date and she tells me the replacement was delivered 2 hours ago. I apologized for the misinformation and advised Im happy she received her replacement No further assistance provided Ended Call. No additional assistance is needed at this time.  We hope this response meets with Ms. ********* satisfaction. At this time, we have closed our file.  
  
  We apologize for any problems or frustrations that ************** may have experienced with Sears or with our business partners like Cinch Home Services. We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints or problems whenever possible.  If you have any further questions, you may contact me at *********************************************. 
  
  Sincerely,
  
  ***************************
  Team Manager, Regulatory Complaints
  *********************************************

  Customer Answer

  Date: 08/22/2022

   
  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:07/26/2022

  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 refrigerator/freezer 8/4/2021 that was delivered 10/4/2021. We paid $1789.46. Within a month we began seeing frost build up in the freezer. We have had multiple service calls and parts ordered twice that had been delayed for weeks. The same technician arrived every time and the last three times he stated that he did everything he could, and it was not repairable. His last visit was 7/21, said the same thing, made a phone call and supposedly had a replacement ordered. I did not get a phone call, text message or email for conformation as promised. I spoke with the warranty department today and was told I was not approved for a replacement. I asked for an email confirming my discussion with them and they refused. I asked for the number of the complaint department and was told there wasn't one. The person I spoke with seemed amused when I asked if she was telling me I had no recourse and she agreed that I did not. If Sears is going to use my purchase date rather than delivery date for warranty expiration, that will happen next week. I am seeking a refund because I can no longer trust the product or the service.

  

  Business Response

  Date: 08/19/2022

  August 19, 2022
  
  
  BBB Customer Relations
  **********************
  330 ****************., Ste. #****
  *******, **  60611
  
  
  Reference Number: 17627069
  Re: *******************
  
  
  Dear BBB Customer Relations,
  
  
  We have completed the investigations of **************** complaint regarding the refrigerator that has failed and it was not repaired in a timely manner.
  
  First, we would like to apologize for any inconveniences or frustration **************** may have experienced in this matter. The satisfaction of our members and customers is our top priority. We value **************** a loyal customer and we regret the delay in resolving this issue. When we received the complaint, we discovered the refrigerator has failed when still under the manufacturers warranty and it was noted that it can no longer be repaired because the seal keep failing. We authorized the refrigerator under the terms of the manufacturers warranty for the price he paid for the refrigerator before the waterline, the delivery charges, and haul away for $1560.51. We provided him with the replacement information and with the authorized amount towards the replacement refrigerator and refund is not an option. Should he has any additional questions or concerns he can contact me directly via email.
  Again, 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 directly via email. 
  
  
  
  
  Sincerely,
  ***********************
  Regulatory Complaints Specialist
  Email: ******************************************************************************

• Initial Complaint

  Date:07/26/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a FRTD2021AS ****. cu. ft. top freeze refrigerator stainless steel on May 7, 2022. I found out that this refrigerator was to big for the space I have in my apartment. I then called Sears back on May 9, 2022 to cancel my refrigerator order which was to be delivered on May 12th 2022. The order was cancelled and I was told that my money will be refunded in 7 to 10 business days. I was never refunded my $944.89 for the purchase of the refrigerator. I called sears multiple times and was told the same thing 7 to 10 business days. I do not have the refrigerator and I still do not have my money . Sears have multiple phone numbers which is just automated. The phone number that I called to cancel my order is ************** and the order # was *********. I received an email on July 7th 2022 at 11:17 am from ********************* for Sears Customer Solution. The email it came from is ************************************* This is the email that was sent to me from a Sears rep. ****** help because these people do not want to give me my money back. I also received another on Thurs. July 21st 2020 at 1:24 pm. Thank youDear ****, Thank you for shopping at Sears.com!We have received your inquiry regarding Order #*********. We wanted to let you know that we need to complete additional research in order to resolve your inquiry. Specifically, we have engaged additional business partners to issue refund.We sincerely apologize for the delay, and appreciate your continued patience. ****** allow an additional 48 hours for us to complete our research. We will follow up with you once our research is completed.Thank you,********************************** Member ServicesThanks for your recent purchase Thu, Jul 21, 2022 1:24 pmSears (*****************************************************)To:you DetailsHi , Thank you for shopping with us! We hope you'll write about your Frigidaire FRTD2021AS **** cu. ft. Top Freezer Refrigerator Stainless Steel while it's still fresh on your mind. Click the stars to get started:

  

  Business Response

  Date: 09/02/2022

  September 2, 2022
  
  
  BBB Customer Relations
  **********************
  330 ******************., Ste. #****
  *******, **  60611
  
  Re: ******** *********************
  
  Dear BBB Customer Relations,
  
  We have completed the investigation of Ms. ******* complaint regarding her online refrigerator order and her request to receive a refund.
  
  It is unfortunate that we failed Ms. ******* expectations and we can understand her frustration with the series of events noted in her complaint. After reviewing this matter, we forwarded the information to the delivery department to research further. Director of Operations Manager will be following up on the refund. Should **************** have any questions, she may call ************. In the interim, we have noted Ms.******* concerns and 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
  TransformCo

  Customer Answer

  Date: 09/07/2022

   
  Complaint: 17624305
  
  I am rejecting this response because:
  

  I hear what they are saying but, this type of talk is what I heard through this entire situation. Everyone keep passing this situation off to someone else instead of just giving me my money back. How much more researching they have to do? They had months since I cancelled the purchase of this refrigerator to research this issue. This company knows that I did not receive a refrigerator. I do not understand the long wait of sending me my money back. Not only do I not have my money back but they are collecting interest off my money. This is not right for a company to do this to a hard working person that need her money. Now because they are holding on to my money I can not purchase another refrigerator that I desperately need. My food is not staying in the refrigerator that I have. There is no more time for researching something that right in front of them. I cancelled this purchase so there should be no problem in sending me my money back. I just need my money back now. 

  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 09/28/2022

  September 28, 2022
  
  
  BBB Customer Relations
  **********************
  330 ******************., Ste. #****
  *******, **  60611
  
  Re: ******** *********************
  
  Dear BBB Customer Relations,
  
  We have completed the investigation of Ms. ******* complaint regarding her online order experience and her request for a refund.
  
  It is unfortunate that we failed Ms. ******* expectations and we can understand her frustration with the series of events noted in the complaint. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. After forwarding this matter to the Online Department, we received confirmation that a refund was processed on September 28, 2022. For Ms. ******* records, the return receipt number is ************. The credit of $944.89 will post to the **** account ending in **** within 5 business days. 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
  TransformCo

• Initial Complaint

  Date:07/26/2022

  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.

  Our refrigerator went out earlier this year. We called Sears appliance repair to get someone out here. They sold us the warranty and I was was happy to purchase it. Someone came out to check it out and determined the problem. 2nd tech came and temporarily fixed it but it took about 3-4 months and 4 techs to finally fix the refrigerator. Then the same things are starting to happen again with the refrigerator but cant get someone to pick up the phone to reschedule another tech. Then we called for our dishwasher but now have rescheduled us twice. Our dishwasher has been out almost 2 months now. They called today to say that the tech cant come out and said they cant do anything and hung up. They are just taking our money and they should not be in business.

  

  Business Response

  Date: 08/20/2022

  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, we show Ms. ****** dishwasher was repaired on 7/28/2022. We apologize for the reschedules she encountered but due to shortage of technical staff if we have an ill technician we have no control over that. We cannot make someone work if they dont want to or are unable to. In the future since Sears is just a vendor for her warranty she can always request a different company for services.
  
  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 Ms. ****** 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: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 contacted Sears for an estimate to repair a dryer that was not heating. I was contacted by customer service and offered 50% off the service fee if I enrolled in a Home Warranty plan. I explained to the rep that I was only renting and only owned a washer and dryer. Therefore, it would not be beneficial for me to enroll in a warranty. I was advised that the warranty could be cancelled at any time with no fee. However, when I contacted customer service to cancel the warranty, I was advised a early termination fee would apply and the rep refused to cancel the warranty unless I paid the fee by phone. I was charged $49.99/month from Feb 2022 until July 2022 despite contacting customer service to cancel multiple times and was told that I could not successfully cancel this warranty without paying a $125.09 fee. I feel this is misleading a customer and the company is trying to get additional money from the customer in addition to the monthly fee that is being charged.. I would like a refund for the monthly fee my credit card was charged despite calling to cancel the policy and a refund for the cancellation fee I was charged for incorrect information that was provided by the customer service who enrolled me in the policy.

  

  Business Response

  Date: 08/26/2022

  BBB Customer Relations
  **********************
  330 ****************., Ste. #****
  *******, **  60611
  
  Re: # ******** - ***************************
  
  Dear BBB Customer Relations:
  
  We have completed our investigation of ****************** complaint regarding the cancellation of her Sears Appliance Warranty
  
  The Sears Home Warranty (SHW) was purchased on February 15,2022 when she called for service for her dryer.At that time, and also currently, we were running a special promotion for any collect call customer that do not have a warranty or service contract that provided for covered repairs. Our technician offers a 50% discount up to $150.00 on a single repair, in exchange for a one-year commitment to our SHW that is billed in monthly installments. If a consumer agrees to enroll he is connected with the contract department for confirmation of enrollment and for credit card information. 
  
  The consumer is also informed of the following, The Sears Home Warranty plan is for a term of one year.  As an incentive for enrolling, Sears will cover 50% up to $150.00 to repair your product today.  You will receive an email today confirming the enrollment of your Home Warranty plan.  You will receive your Welcome Kit outlining the full terms and conditions including common exclusions and our cancellation policy.... The email that ****************** was sent on the date that she enrolled states, Your initial payment has been processed.If you chose the monthly billing options, subsequent premiums will be charged on the same date each month. If you decide the plan is not for you and cancel within the first 12 months, you will be charged for the full cost of any repair or replacement made during the first 30 days. Any service call fee you paid toward the repair will be deducted. 
  
  ****************** enrolled in the Sears Appliance Warranty on February 15, 2022, we repaired her dryer on April 25, 2022 and ****************** cancelled her Sears Appliance Warranty on July 25, 2022. The $125.09 she was asked to pay to cancel the warranty is the discounted amount she received for enrolling with the expectation that she would keep the warranty for *********************** all correspondence regarding the warranty ****************** only paid what she was informed she would be responsible for if she did cancel the warranty before the 12 month period was up.
  
  All indications show ****************** dryer was repaired and according to Cinch the warranty obligor ***************** did indeed pay the discount back when she canceled the warranty with *****. Since we have explained that the $125.09 was not a cancelation fee of the warranty we have closed this case.
  
  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
  **********************************************************

  Customer Answer

  Date: 08/28/2022

   
  Complaint: 17624304
  
  I am rejecting this response because:

  
  I feel the representative caused me to have to pay additional monthly fees because the reps refused to cancel the warranty unless i paid the early cancellation fee despite deducting $49.99 per month for an additional 2-3 months. Also, incorrect information was provided by two foreign reps indicating that the early cancellation fee would decrease the more months i had the warranty which was incorrect. The staff need to be educated on the correct processes and not mislead or pressure customers into purchasing a warranty that is not needed. 
  
  

  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/26/2022

  Type:Billing 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.

  The consumer order a product from a business but receive the wrong product. He had the business to take the wrong product and deliver the correct one. The business left the unit for over 3 months and now over 5 years later the consumer is seeing a $11,000 charge from the business on his credit report. The consumer would like this corrected

  

  Business Response

  Date: 08/17/2022

  We need more information from the consumer before we could even attempt to assist him with his complaint. From what business did he purchase the product (ie: sears.com, a sears or ***** store, our home services or home improvement divisions?)? Does he have some sort of receipt? Was this charged to his Sears branded credit card that is issued and administered by Citibank or is this some other third party credit card? for either type of credit card, we have no visibility into any account information nor do we have any access to the any accounts. There is not much we can do once an account is sold to a creditor. We can attempt to try to research the transaction but we cannot force the card issuer to buy back the debt or take any action. 

  Thanks!

  ***************************

  Team Manager, Regulatory Complaints