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:06/17/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  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,
  
  ******* ********

  

  Business Response

  Date: 07/20/2025

   
  
  
  
  
  
  July 22, 2025
  
  
  
  Better Business Bureau
  Customer Relations
  ************************************************************
  *******, *******; 60611
  
  Reference File # ******** ******* ********
  
  
  Dear BBB Customer Relations:
  
  We have completed the investigation of Mr. ******** complaint regarding the problem he encountered when he requested service for the water heaters; and his request for reimbursement.
  
  Firstly, we apologize for any inconvenience or frustration that Mr. ******** may have experienced. We would like to note that the manufacturers warranty covers the replacement water heater, but it does not cover installation/labor cost.   We contacted Mr. ******* and requested that he provide the invoices with the for the replacement water heaters, along with the technicians diagnosis confirming that the units were leaking.  We received the invoices, and found that only one invoice noted that the unit was leaking.  Mr. ******* did provide photos of water on the floor by one of the water heaters, but that is not considered proof that the tank itself leaked the water. For warranty purposes a technician must verify that the tank is leaking.  
  
  However, we made an exception and approved reimbursement of $799.00 for the 40-gallon water heater, and $999.00 for the 50-gallon water heater; totaling $1,798.00.  Mr. ******** should receive the check within 3-4 weeks.  With that being said, since our agreement with the Better Business Bureau restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarranted.  If Mr. ******* issue is not resolved to his satisfaction, he can reopen it later even if the Better Business Bureau has closed it as resolved.  We respectfully ask to have this matter closed at this time.
  
  We apologize for any problems or frustrations that 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 at **************.
  
  Sincerely,
  
  ******* ******
  Regulatory Complaints Specialist
  
  

• Initial Complaint

  Date:06/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our dispute is with Sears Home Services and Sears ****************************** both of which are owned by Transformco. Our Kenmore Elite refrigerator in our home broke down on June 4, 2025 (it stopped cooling) and we made an appointment with Sears Home Services that day under our Sears Protect home warranty plan (Plan number: *********) for a technician to come and ***** the problem on Monday, June 9 (Appointment Order Number: ***************). On June 9 we were informed via email and text that Sears Home Services was cancelling the appointment "due to unforeseen circumstances." As directed by Sears Home Services, we rescheduled the appointment for Tuesday, June 10, Once again, on June 10 we were informed that "due to unforeseen circumstances" Sears Home Services was cancelling the appointment. Once again we rescheduled another appointment for Friday, June 13 and, once again, Sears Home Services cancelled. We've again rescheduled for Friday, June 20 but have little faith that they will comply. Because my elderly wife is a diabetic and kidney dialysis patient who needs her insulin and another medication refrigerated, we have contacted Sears Home Services ***************) twice to request that they expedite our service appointment. But despite promises both times that they would respond to our request "within 24 hours" we have yet to hear from them.. We're not looking for monetary compensation despite us losing a couple hundreds dollars worth of food that we had stored in our fridge and the unauthorized $100 Sears Home Services put on our Sears credit card on June 4 to cover the deductible for an appointment. What we want is for Sears Home Services to live up to its warranty agreement and advertisements and honor one of the appointments we've made so we can stop living out of the ice coolers we are using to keep our food and medications cold.

  

  Business Response

  Date: 07/15/2025

   BBB Customer Relations
  **********************
  ************************************************************
  *******, *******; 60611
  
  July 15, 2025
  

  Re: **** ******
  Reference Number: 23481193
  
  Dear BBB Customer Relations,
  

  We have completed the investigation into Ms. ******* complaint and his dissatisfaction that the refrigerator was not repaired in a timely manner.
  

  Our record shows the refrigerator was scheduled to be repaired on June 20th. The service technician was routed and ordered parts. We showed that all the parts were shipped directly to ********** and the service technician is scheduled to return and install the parts on July 23rd. Due to our agreement with the Better Business Bureau that restricts the length of time a case remains open, we asked to have this matter closed.
  

  We apologize for any problems or frustrations Mr. ****** may have experienced with Sears Home Services. We do value our customers and strive for their complete satisfaction, including a reasonable resolution of any complaints or problems whenever possible.
  
  
  
  Sincerely,
  
  ***** ******
  Regulatory Complaints Specialist
  Email: ******************************************************************************************

• Initial Complaint

  Date:06/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/25/2025 appointment was made to have my Kitchen Aid Fridge to be diagnose with a issue it was having. This same day the serviceman told us that it needed a Fan compressor. We purchased the a Fan compressor the same day. For the cost of $623.40 on a debit card. On 4/1/2025 we receive the item in the mail and made a appointment to have a serviceman to install it. On the 4/4/2025 Fridge was still having the same issues( was not fix) so I called another Company (***************) to take look at the Fridge and he fix it the same day. The problem was the icemaker was calling for water was the noise source. We were charge for a part we didn't need so I called Sears Home Services(on 4/11/25) when I finally was able to speak to a person. I example to her the problem with the Fridge and was charge for a part we didn't need. I ask for a refund, She told me that they will refund us back $504.04 and they would send a e-mail within a week. I've not heard anything from this Company (Sears ************* since this date.

  

  Business Response

  Date: 07/08/2025

  July 8, 2025
  
  Customer Relations
  **********************
  *********************************************>*******, *******; 60611
  
  Re:  ******** ***** *****
  
  Dear BBB Customer Relations:
  
  This letter will acknowledge receipt of the above referenced customers follow up complaint, which was referred to our office for response.

  This matter has been forwarded to the appropriate Sears unit for investigation to determine what monies, if any, is owed. Upon completion of our investigation, your office will receive a response to confirm resolution of the complaint. Please feel free to contact me if you have any further questions or concerns.

  We appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.
  
  Sincerely,
  Ema C
  Regulatory Specialist, Regulatory Complaints
  imx integrated member experience

• Initial Complaint

  Date:06/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I CONTACTED SEARS HOME SERVICES TO REPAIR MY ******* WASHER ... SERVICE APPOINTMENT 11 AM 6/2 ... TECHNICIAN ARRIVED IN A&E APPLIANCE VAN DIAGNOSED BAD DRAIN PUMP AND ORDERED REPLACEMENT AND RESCHEDULED FOR 6/6 FOR DRAIN PUMP INSTALLATION ... DRAIN PUMP ARRIVED THE NEXT DAY AND TECHNICIAN WAS A NO SHOW ON 6/6 TO REPAIR MY WASHER ... I PREPAID $349.08 6/2 SEARS FOR DRAIN PUMP AND INSTALLATION CHARGE ... I HAD TO REPAIR IT MYSELF AND THERE IS NO LINK FOR CREDIT ADJUSTMENT FOR SEARS HOME SERVICES ... SEARS HOME SERVICES HAS MY APPOINTMENT DETAILS *************** SERVICE ORDER HAS BEEN COMPLETED ... I WOULD LIKE MY MONEY BACK FOR REPAIR ... I SHOULDN'T HAVE TO REPAIR BY WASHER WHEN I SET UP A SERVICE CALL FROM SEARS HOME SERVICES ... THANKS IN ADVANCE

  

  Business Response

  Date: 07/03/2025

  July 3, 2025
  
  Customer Relations
  **********************
  ***********************************************************************************
  
  Re:       ******** ***** *******
  
  Dear BBB Customer Relations:
  
  This letter will acknowledge receipt of the above referenced customers follow up complaint, which was referred to our office for response.

  This matter has been forwarded to the appropriate Sears unit for investigation to determine what monies, if any, is owed. Upon completion of our investigation, your office will receive a response to confirm resolution of the complaint. Please feel free to contact me if you have any further questions or concerns.

  We appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.
  
  Sincerely,
  Ema C
  Regulatory Specialist, Regulatory Complaints
  imx integrated member experience

  
  

• Initial Complaint

  Date:06/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This died a couple months after getting it, probably used no more than 8 times on an area rug. Had to talk to customer service & go through troubleshooting.... not that bad UNTIL they refuse to give a refund or credit so i could get another one right away. They will only send you a new one & that warranty will expire when the original would (so in a few months).The worst part is I was told it's going to take a month to get a new one !!! I told them I have COPD & need a vacuum ASAP. I haven't heard anything since June 6th.I will never buy another *******, there's a reason Sears is closing

  

  Business Response

  Date: 07/14/2025

   
  
  
  
  
  
  July 14, 2025
  
  
  
  Better Business Bureau
  Customer Relations
  ************************************************************
  *******, *******; 60611
  
  Reference File # ******** ***** ******
  
  
  Dear BBB Customer Relations:
  
  We have completed the investigation of Ms. ******* complaint regarding her dissatisfaction that the Kenmore vacuum failed too soon and her request for a refund.
  
  Ms. ****** mentioned on her complaint that the Kenmore vacuum was purchased through Amazon.  Therefore, we reached out to ************************************************, as they are licensed by us to sell Kenmore vacuums on ******, and for those sales they are the obligors of any warranty, and handle customer related issues. ********* **** with ******************* confirmed that a warranty replacement vacuum was shipped via ***** to Ms. ****** on June 23, 2025, and it was delivered on June 26th. With that being said, since we have addressed the issue brought forth in Ms. ******* complaint, we have closed our file.
  
  We apologize for any problems or frustrations that Ms. ****** may have experienced with Sears.  We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints or problems whenever possible.  If you have any further questions, you may contact me at **************.
  
  Sincerely,
  
  ******* ******
  Regulatory Complaints Specialist
  
  

• Initial Complaint

  Date:06/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/06/2025 I made a call to Sears Home Services to repair the Ice Maker on a Whirlpool Refrigerator. A confirmation reminder was sent for 6/13/25 on 6/9, 6/10, 6/11, and 6/12. I confirmed the first one I was asked to confirm. On Friday, 6/13/25, my appointment was set for 1pm to 5pm. No one showed, no one called, nothing!! The next day I noticed that I had a reminder for 6/14, 1-5pm. No one called, texted, nothing!! I went to check it to be sure on the time Saturday, but it was changed AGAIN to 6/16, Monday. I called to make sure someone was coming and was reassured that I was on the schedule. I called again at the appointment time, and was told someone was coming, but again no one had called, nor came. I asked to speak to a supervisor, and she just rescheduled me AGAIN!!! I have lost 1/2 of my freezer items, because I have emptied my freezer each time the repairman was to come!!

  

  Business Response

  Date: 07/18/2025

  July 18, 2025
  
  
  BBB Customer Relations
  **********************
  ****************************************************************
  *******, *******; 60611
  
  Re: ******** ***** ******
  
  Dear BBB Customer Relations,
  
  After researching this matter, we sent an email correspondence to the Service Contracts department to address the benefits. Ms. ****** has a Master Protection Agreement and since the failure has been verified, a request for food loss can be submitted using the following link: ************************************* 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:06/17/2025

  Type:Customer Service 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.

  Better Business Bureau:
  
  Hello, I was contacted by Sears, and an appointment was scheduled for August 1st with the Protection Agreement extended to cover the service. Thank you for your help with this matter.

  Sincerely,
  
  ******* Piacenza  

  uld not be covered under the warranty because the call was made on June 11 with no record of the initial call made on June 7th. The contract numbers for the protection agreement are *********** and ***********. The service numbers are ******** and ********. The service should be fully covered under the Master Protection Agreement as I was initially told by ********, the AI agent, because the initial appointment was made while the warranty was still active.

  

  Business Response

  Date: 07/17/2025

   
  
  
  
  
  
  July 17, 2025
  
  
  
  Better Business Bureau
  Customer Relations
  ************************************************************
  *******, *******; 60611
  
  Reference File # ******** ******* ********
  
  
  Dear BBB Customer Relations:
  
  We have completed the investigation of Ms. ********* complaint regarding the problem she encountered when she requested service for the refrigerators under the protection agreement.
  
  Firstly, we apologize for any inconvenience or frustration that Ms. ******** may have experienced.  We reviewed the account and confirmed that Ms. ********* coverage expired on June 8, 2025 and the service orders for the refrigerators were created on June 7, 2025 and scheduled for June 11, 2025. Since both orders were created prior to the expiration date, the refrigerator repairs were covered by the protection agreement.  Our investigation found that the assigned technician closed both service orders on the date of appointment instead of submitting a rescheduling request.  As clarification, if a technician is unable to complete the assigned route, a reschedule request must be submitted. A rescheduled service order keeps the order open with the same coverage as when it was created. Once a service order is closed out, a new service order must be created for the product.  Since the new service orders were created on June 11th, the protection agreement had expired, and the refrigerators were no longer covered.  This prompted the system to create the new service orders as non-covered repairs, and for the technician to collect for the service as well.
  
  Since we confirmed that the initial service orders were closed out without a service visit, our service contract team extended the protection agreement, and new service orders were created with coverage.  We contacted Ms. ******** and advised that service is currently scheduled for August 1, 2025; at no charge.  With that being said, since our agreement with the Better Business Bureau restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarranted.  If Ms. ********* issue is not resolved to her satisfaction, she can reopen it later even if the Better Business Bureau has closed it as resolved.  We respectfully ask to have this matter closed at this time.
  
  We apologize for any problems or frustrations that Ms. ******** may have experienced with Sears.  We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints or problems whenever possible.  If you have any further questions, you may contact me at **************.
  
  Sincerely,
  
  ******* ******
  Regulatory Complaints Specialist
  
  

• Initial Complaint

  Date:06/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Description of current problem. Refrigerator, not working, was checked on 5/1 and parts ordered. We received parts within a week. Since then my wife is only allowed to talk with an AI generated scheduler. She was even told she rescheduled appointments!Sears scheduled the following appointments (each of which was moved to the next date) requiring availability of home coverage 8 am to 6 pm. 5/20, 5/27, 6/9, 6/10, 6/11, 6/16, 6/20, to 6/24. We were not notified that these appointments were moved until late in the day. We do not know when they will actually arrive and install the parts!

  

  Business Response

  Date: 07/21/2025

  July 20, 2025
  
  BBB Customer Relations
  **********************
  ************************************************************
  *******, *******; 60611
  
  Re:  ******** **** ******
  
  Dear BBB Customer Relations:
  
  After researching the service history, we found that service was completed on June 25, 2025. If Mr. ****** still requires repair assistance,he may open a new order as we performed repairs as an authorized service provider for his warrantor. We are unable to obtrude upon his warrantors actions and recommend that he contact them directly regarding the terms and conditions of his warranty agreement.  
  
  We apologize to Mr. ****** for any inconvenience she has experienced and 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