Complaints

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:07/17/2024

  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.

  I have a Master Protection agreement with Sears for my home appliances. My refrigerator has been broken since before 10/2023. They have sent various technicians to repair it. The last one this am. The refrigerator can not be repaired and they have given me the run around without any resolution of this problem. By the contract agreement, if they can not repair the appliance after 3 times, they are supposed to replace it. I have been hospitalized twice and need a working refrigerator for my ****** I believe that they have been acting in bad faith to extend this out until my warranty expires. PLEASE HELP ME WITH THIS. I have made numerous calls and have records regarding all this.

  

  Business Response

  Date: 08/14/2024

  August 14, 2024
  
  Customer Relations
  **********************
  *********************
  *******, *******; 60611
  
  Re:  ******** *****************************
  
  Dear BBB Customer Relations:
  
  We have completed the investigation of ******************** complaint regarding his dissatisfaction that her fridge failed sooner than expected.
  
  We apologize that *************************** failed to meet her expectations of longevity. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer.

  After reviewing ******************** complaint and our records, we contacted customer service and were informed that on July 25, 2024 the repair on Ms. ******** fridge was completed. Records show that the compressor and dry filter were replaced. In addition, the fridge was recharged. Once this was completed, the appliance in question was found in working order. 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,
  
  Ema C
  Regulatory Specialist,Regulatory Complaints
  Transformco LLC
  imx integrated member experience

  
  

  Customer Answer

  Date: 09/03/2024

  Complaint: 21998895
  
  I am rejecting this response because: My refrigerator, freezer, and ice maker are not working. After the penultimate repair, the ice maker never worked and yesterday the refrigerator was registering 50 degrees and the food in the freezer is melting.  I have been a faithful customer of ********************** for over 30 years. According to my master protection agreement, should Sears fail to repair my appliance after 3 tries, they are supposed to replace my unit. Sears has been giving me the run around. I also had a preventative maintenance check done on my A/C and hours later my A/C died. I have been hospitalized twice this year and need a working refrigerator for my medications and special shakes. Please help me resolve this problem and have Sears live up to their end of the contract. Thank you. P.S. The Sears repairman that came for the preventative maintenance check of the A/C told me that Sears no longer services my unit. Sears never informed me of this and I have been paying for this. I am sad to say the the Service Sears is rendering is horrible.

  
  

  Sincerely,
  
  ******* Navarro   

  

  Business Response

  Date: 09/22/2024

  
  Customer Relations
  **********************
  *********************
  *******, *******; 60611
  
  Re:  ******** ******* Naavarro
  
  Dear BBB Customer Relations:
  We have completed the investigation of Ms. ******* rebuttal to the response we previously sent.
  
  After reviewing Ms. ******* response, we contacted our service department and were informed that Ms. ****** never called back to report the fridge was not working after the last service call that was done on     July 25, 2024. If Ms. ****** is still requiring repair services, we welcome to contact customer service to schedule a ********************** at her earliest convenience by calling 1-800-4-my home **************** ) . We would also like to clarify that any appliance has to be deemed unrepairable by a technician before a replacement is approved. Records do not show that any of Ms. ******* appliance have been diagnosed as such so a replacement is not an option at this time. Based off the aforementioned, we have closed our files.
  
  We apologize to Ms. ****** and 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 Complaint Specialist 

• Initial Complaint

  Date:07/15/2024

  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.

  Approx 07/22/2022 purchased Kenmore refrigerator from Sears along w 3 yr master warranty. Approx 04/15/2024 it started making a noise called for repair technician came out diagnosed problem Allegedly ordered parts. Parts never came and it's now 07/15/2024 and still not working. We call and they keep passing us around to this person or number to no avail or resolution we demand a replacement refrigerator of equal value we have been w out a refrigerator for Approx 3 months now.

  

  Business Response

  Date: 08/04/2024

  See attached

  Customer Answer

  Date: 08/09/2024

   
  Complaint: 21990837
  
  I am rejecting this response because: 68160734D3F3D case or complaint number! I have been in contact w Sears several times since we last communicated. Still no resolution to problem. Now they have referred me to "the replacement specialist team" again I have been put off for an indeterminate *** of time! Which is unacceptable! And again I have been trying to resolve this issue since April 2024. Only answer after passing the buck to another department is ...7 to 10 days you will get an email today..no email. Call back we have referred you to our replacement **** you should get an email in 3 to five days. Again no email after waiting said time called again today and nows it's should get an email by Aug 14, I'm not sure if it's this year or next.! Thanks again
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/27/2024

  Replacement of the refrigerator was authorized August 15, 2024, ***************** should have received an email providing the directions necessary to complete the exchange. If he is unable to locate the email he is welcome to reach me directly at *******************************************. 

• Initial Complaint

  Date:07/15/2024

  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.

  I have ***************************************** call starting back on 4/26/24 and search for part I was told I was eligible for a new dishwasher. The dishwasher has been discontinued and after search and manufacture search Sears told me to go online and pick out a dishwasher and enter the code they would send me in an email.They also gave me a Case # ********* I never got an email After so many calls and escalations trying to get the parts department to contact approval, I was told my service order was likely corrupted and to start over with new service appointment. Next one was 6/26 Technical reported DW was uneconomical for repair, he also sent in my Case number.I was told they would escalate my case and had to wait another 3-5 business days.At one point, back in May they sent me a *** tracking number, and part was to arrive 5/22. It never came.I contacted *** & they said Sears sent them a shipping label but they never received the package.On July 4 I had a voicemail on my home phone ( I use my cell phone with Sears) did not get it because I was not home.Next day a Sears technician showed up wondering if I got the part ???He had the tracking number from back in May.I called today 7/11 & was told I would not get approved until I set another service appointment and have the technician call the Hot Line.I am a good customer.I have washer/dryer, 2 ************************ & protection agreements for all.This started on 4/24 today is 7/11.This has been so unpleasant.I certainly hope you can help me with this situation.Thank you *******************

  

  Business Response

  Date: 08/15/2024

   
  
  
  
  
  
  August 14, 2024
  
  
  
  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 dishwasher repair has not been completed in a timely manner.
  
  We apologize for the delay in responding to this complaint. We reviewed the service order and confirmed that the technician ordered a part for the repair of the dishwasher on April 26, 2024.  The part was not available from the manufacturer, and it was submitted for research.  The part was located from another provider and re-ordered on May 11, 2024. On May 13th the vendor provided us with a *** tracking number.  However, ************** did not receive the part.  According to *** website, the label was created, but the package was not provided to *** for delivery.
  
  We apologize that ************** was not assisted when she reported that she did not receive the part.  Unfortunately, the service order became corrupt and had to be cancelled.  A new service order was created on June 24, 2024, but the part in questioned was not re-ordered.  Regrettably, the service order was closed as well without a part research and noted that ************** inquired about a replacement, and provided case 7810713.  We reviewed the case notes, and did not find that the dishwasher was approved for a replacement. 
  
  Therefore, we have created a new service order, and reached out to our parts research team to re-order the part in order to complete the dishwasher repair.  If it is confirmed that the part is no longer available, then we will move forward with the replacement process. We have a tentative date set for August 20th, and may be rescheduled depending on the expected part delivery date.  We will continue to monitor the repair as well. With that being said, since our agreement with the Better Business Bureau restricts the length of time a complaint can remain open, we feel that keeping this case open during the interim is unwarranted.  ************* issue is not resolved to her satisfaction, she can reopen it later even if the Better Business Bureau has closed it as resolved.  We respectfully ask to have this matter closed at this time.
  
  We apologize for any problems or frustrations that ************** may have experienced with Sears.  We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints or problems whenever possible.  If you have any further questions, you may contact me at **************.
  
  Sincerely,
  
  ***************************
  Regulatory Complaints Specialist
  
  

  Customer Answer

  Date: 08/16/2024

   
  Complaint: 21976442
  
  I am rejecting this response because:
  ******* failed to notice that Sears sent *** a shipping label, but Sears did not send them the package which was supposed to arrive on May 22, I had to call Sears to let them know that the part was never sent. On May 31st I contacted Sears & the woman at ******************* told me the ** was discontinued and after a search and manufacture search the parts were not available and I was eligible for a new **. She said I would receive an email with an approval  code. I went online and with the help from Chatperson I selected a ** and they connected a link so I just had to enter Approval Code when I got it. This was on Friday, May 31st. Monday I called Sears to let them know I never got the email. They said it would be sent on Wednesday. Never got the email. 

  Every time I called the wait time was at least ***** minutessometimes more. 
   Next several times I called all they did was escalate my case. Finally I was advised by ****** from *************** to start all over..that my case was corrupt. My next appointment was June 26th. The technician said the ** was uneconomical for repair. I called Sears and they escalated my case and said to wait 3-5 business days. 
  Next thing on July 5th a technician showed up at my house (no text or email) wondering if I received the package from ***no I didnt. After another escalation and wait time I decided to contact BBB.  
  ******* was sorry my repair wasnt done in a timely manner My first repair appointment was April 26 today is August 16 th. This has taken up a lot of time and has been very frustrating. I will mention again, I am a good customer. I have ********************** Washer and Dryer, 2 refrigerators,stove and ** and protection agreements on everything. I appreciate BBB for helping me with this matter 

  Thank you 

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

   

   

   

   

   

   

   

   

  did 

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

  

  Business Response

  Date: 08/26/2024

   
  
  
  
  
  
  August 26, 2024
  
  
  
  Better Business Bureau
  Customer Relations
  ************************************************************
  *******, *******; 60611
  
  Reference File # ******** *******************
  
  
  Dear BBB Customer Relations:
  
  We have completed the investigation of Ms. ****** rebuttal to our response regarding her dissatisfaction that the dishwasher repair has not been completed in a timely manner.
  
  As previously stated, we created a new service order for the dishwasher and reached out to our parts research team to re-order the part needed to complete the repair.  The research was completed and confirmed that the part is no longer available.  Therefore, on August 23, 2024 we authorized the replacement and we emailed ************** the authorization number, authorized amount and instructions to order the replacement on Sears.com.  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: 09/02/2024

   
  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:07/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a whirlpool frig that the compressor that overheated and shutdown. Now I have been without a refrigerator for 5 weeks. Parts have been sent to my house but when I call Sears they have no paperwork on me . So how did the tech come to my house and order parts? I have 5 kids in the house and no cold food , 5 weeks of eating out and the food that was in the fridge and freezer was spoiled so the company sent 200 dollars but yet they had no paper work on me? ******* dollars in parts and no paper work , a tech and no paper work ???? I pay bid money to SeRs for a home warranty for plan and a folder full of paper work but to them nothing , just my name but no work request , 3 boxes of parts but no request.

  

  Business Response

  Date: 08/15/2024

  August 15, 2024
  
  BBB Customer Relations
  **********************
  ************************************************************
  *******, *******; 60611
  
  Re:  ******** *********************
  
  Dear BBB Customer Relations:
  
  After researching the service history, we show ************** has warranty with Cinch SHW for systems only and then an MPA that covers the refrigerator. Service was completed on July 24, 2024, for the refrigerator. If ************** still requires assistance, she may open a new call with Cinch as we are only an authorized service provider for her warrantor. We are unable to obtrude upon his warrantors actions and recommend that she contact them directly regarding the terms and conditions of her warranty agreement.  
  
  We apologize to ************** 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

• Initial Complaint

  Date:07/05/2024

  Type:Order 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 Dec 26, 2023 my old washer was flooding on my carpet..I have to buy new set they wanted to sell me an extended warranty contract. I did not want the contract. I called Jan8 h to make sure the extended warr contract was cancelled & was told "NO, you didn&#**;t cancel that. you cancelled the repairman coming out & paid g=for that service at that time. " I retold him I cancelled the extended warr contract on Dec 26th 2023 I never wanted it. He told me I had to pay the warr contra t because I never cancelled it. It was month auto withdrawal on my credit card.$53.74. I disputed it with my bank. The bank approved the dispute & gave me a new card. 4 mons later H32373435343230**3134H sent a letter saying I owed $214.96.+ $25.00 to process the cancellation. H32373435343230**3134H then sent a letter saying my extended warr contract was now cancelled. Why did they wait 4 months before notifying me? I do not want this to hurt my credit report.

  

  Business Response

  Date: 08/16/2024

  BBB Customer Relations
  **********************
  ************************************************************
  *******, *******; 60611
  
  Re:                   ******** - *****************************
  
  
  Dear BBB Customer Relations:
  
  We have completed the investigation of ********************** complaint regarding cancelation of her *****
  
  As ********************** states, her bank upheld her dispute,therefore they reversed all charges to the ***** She is not entitled to more money and we are not billing or charging ********************** for any cancelation fee.Since we have explained that ********************** is not eligible for any refund we have closed this case.
  
  If you have any further questions, you may contact me at **************************************. 
  
  Sincerely,
  
  
  ********************************
  Regulatory Complaint Specialist
  *********************************************

• Initial Complaint

  Date:06/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a maintenance plan with H32373435343230**3134H and they have been out to repair my washing machine 4 times and have still not repaired it. They have no showed multiple times and keep telling me they&#**;re waiting on parts. Now they won&#**;t come back out until June 6th and I need this repaired before then.

  

  Business Response

  Date: 06/21/2024

  See attached

  Customer Answer

  Date: 06/26/2024

   
  Complaint: 21786489
  
  I am rejecting this response because: After several more no-show repair appointments we received a decision that the washer could not be repaired and we received compensation under that protection agreement.  The dryer, also under a protection agreement has been dismounted from the washer (they were a stacked set) and is no longer usable without the original washer. They sent a repair person to evaluate the dryer but we have not gotten a decision about reimbursement for the dryer. We have now been without a washer and dryer for almost 3 months. We were forced to order a new washer and dryer from Sears to use the washer reimbursement.  This has been a difficult process. We are very sorry we ever started paying for the protection agreement.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 07/01/2024

  Unfortunately, we are unable to offer replacement of the dryer due to product mismatch. This information is listed under the T&C of the protection agreement.

  Customer Answer

  Date: 07/11/2024

  Complaint: 21786489
  
  I am rejecting this response because: I was notified by Sears that they would replace the washer but could not replace the dryer. I was forced to order both a washer and a dryer because my current, very old dryer fit on top of my washer and can not stand alone. So I placed an order and it was to be delivered tomorrow, 7/11/24. We did not receive any further messages after scheduling the delivery. I just called the Sears delivery department and they told me there has been a manufacturing delay and have no date to give me for delivery. They asked me to be patient. I have been without a washer and dryer for 3 months despite paying the protection agreement fee. If I had not called, they would have just not shown up tomorrow. I asked why I wasn't contacted about the delay. They had no answer. Even today they did not give me an option to order a different model. I am very frustrated and this issue is not resolved. I feel I have been robbed. This is the third time I have asked that a manager call and I doubt that I will hear from anyone.
  
  Sincerely,
  
  ***********************; 

  

  Business Response

  Date: 07/28/2024

  The protection agreement office has been notified of the issue. Ms. ********* is welcome to contact us with an alternate item selection. 

  Customer Answer

  Date: 08/01/2024

   
  Complaint: 21786489
  
  I am rejecting this response because:

  Sears BBB reply was that we were welcome to order a different model so I called and  we were told that both washer and dryer originallly ordered in **** would be delivered today. Original delivery date was July 9 and has been changed several times. This issue has been complicated. We received compensation for the washer but were forced to order a washer and dryer set since the dryer was dismantled to repair the washer, does not have feet to sit on the floor, and no longer would fit above a new washer. We paid for the new dryer despite have a protection agreement. We called to follow 2 days ago and both were still scheduled for today. We received a message yesterday that delivery would happen this afternoon. The washer was finally delivered today after nearly 4 months of being with a washer however no dryer was delivered. A call to Sears said the dryer has not been delivered by the vendor and delivery date is unknown.  We would have gladly changed our order in **** had we known there was a problem getting the washer and dryer from GE. We would have even changed the order last week but when Sears said they would be delivered today, we did not think it was needed. We did not even know that the dryer wasn't on the truck today until the washer was in our house. Now we have a washer but no way to dry our clothes.  We do not want to change the dryer order - it is a set with the washer that has been delivered. I doubt that Sears will take the brand new washer back.

  The delivery department transferred me to the benefits department. The benefits department was not at all helpful. They told me this was a delivery problem. They offered to send someone again to check the dryer. The dryer is non-functioning.

  This has been a nightmare. I would never have ordered with Sears but they forced us to order through them to get the compensation money for the washer.

  Sears should not be in business if they can't offer better service than this.
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/31/2024

  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.

  This company tried to run my card 6 times without my permission and still sent me the wrong product. The employee tried running my card and had there been money in my account they would have been stealing from me.

  

  Business Response

  Date: 06/22/2024

  June 22, 2024
  
  Customer Relations
  ******* **********************
  ******************************************************2006
  *******, *******; 60611
  
  Re:  # ******** *********************
  

  Dear BBB Customer Relations:
  
  We have completed our investigation of **************** complaint regarding his credit card being ran multiple times.
  

  We are unsure as to who allegedly did this transaction because we could not locate a service order in our database.  Never the less, it was most probably a system error and if it was run through multiple times it is because on our end it was showing the transaction had not completed.  As such, we have closed our files.  Should ************** have any additional questions or concerns, he is welcome to contact me via email at *****************************************   
  
  We apologize to ************** and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.
  
  *********************
  Regulatory Complaints Specialist  
  Transform SR *********     

• Initial Complaint

  Date:05/20/2024

  Type:Delivery 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 4/25/2024, I purchased a mattress from sears.com. My confirmation number is *********. A delivery date was scheduled for 5/18/2024, between 0700 and 2100. On 5/17/2024, I received a call from ************ confirming the delivery on 5/18, with an updated delivery window between 1400 and 1600. Nobody arrived. I received no notification whatsoever explaining why the delivery never happened. At about 1700 on 5/18/2024, I logged onto sears.com to track my order. It asked for my phone number and my confirmation number, which I provided. The website said, "A delivery has been scheduled," and it provided the phone number ************ if I had additional questions. I called that number, and according to the chatbot, there is no order attached to my phone number. The chatbot attempted to connect me to a live human agent, but the chatbot said, "We're sorry, we're closed," and then it hung up on me. I called the Sears store in ********, which is the closest store to my house in **********. I explained my situation, and the woman I spoke to (I don't remember her name) explained to me that the online deliveries and the store deliveries are handled by two different carriers. She didn't know who the carrier was for the online deliveries, because Sears doesn't make their employees privy to that information. Since I purchased the mattress from sears.com and not a Sears store, I provided the contact information for Transformco, which is the parent company of Sears. Sears.com doesn't provide any contact information.

  

  Business Response

  Date: 06/09/2024

  June 9, 2024
  
  Customer Relations
  **********************
  *********************
  *******, *******; 60611
  
  Re:  ******** ***********************
  
  Dear BBB Customer Relations:
  
  We have completed the investigation of Ms. ****** complaint regarding her recent Sears Online order.
  
  After reviewing Ms. ****** complaint and our records, we contacted customer service and were informed that unfortunately ************** decided to cancel her entire order. It is our hope that ************** allow us another opportunity in the future to provide her with the type of customer service ********************** has built their reputation but understand if this is not possible. 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,
  
  Ema C            
  Regulatory Specialist,Regulatory Complaints
  Transformco LLC
  imx integrated member experience

• Initial Complaint

  Date:05/15/2024

  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.

  ***** failed March 22, 2024, Intructed to get repair estimate. Estimate obtained on April 1, 2024. called Sears and was told the dryer was unable to be repaired and we would be getting a coupon in our email with instructions on how to get new dryer delivered, old one removed and new installed.I have called every week since and am told give them ***** more hours. April 29, 2024 received email the coupon would arrive within 3 business days. I called May 10, 2024 and was told it would be in our email on May 13, 2024. On May 14, 2024 I called and was told to give 5-10 more business days. I have been trying to resolve this for 7 weeks and am just getting the run around.

  

  Business Response

  Date: 06/11/2024

   
  
  
  
  
  
  June 11, 2024
  
  
  
  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 with the replacement process of the dryer through the protection agreement.
  
  Firstly, we apologize for any inconvenience that ****************** may have experienced.  We reviewed the case notes related to the dryer and confirmed that a replacement request was submitted, and approved on April 29, 2024.  During our investigation we found that the replacement claim was just not handed off correctly to the next point of contact and remained in an unintended stalled status where it failed to progress and went unnoticed. When this was discovered, it was corrected so that the claim could be completed.  On May 18, 2024 we emailed ****************** the authorization code and instructions to order a new dryer online.  With that being said, since we have addressed the issue brought forth in Mr. ******** 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: 06/13/2024

   
  Complaint: 21709771
  
  I am rejecting this response because: Although they did reach out with information on ordering a replacement the problems have now continued. We ordered promptly. We were told it would arrive on May 29th. Waited all day and no one showed up. We called and were told it would arrive on June 3rd. Rec'd a call on June 2nd confirming it would be delivered between 8-10 am on 6/3. No one showed up. Called again and was told the dryer had not arrived in the warehouse. please give 3-4 days. Called 4 days later still not in warehouse please give 3-4 days. Will call again on June 14th for status. For the last 12 weeks we have traveled 60 mi round trip to dry our clothing at a cost of  $17.50 each time. We were reimbursed $50.00. When I asked if they could reimburse again for the delay. We were told we weren't eligible. Nor were we eligible for a loaner dryer. Nor were we eligible to be paid out right and go purchase another dryer somewhere else. Basically we are at the mercy of their inability to provide a replacement in a prompt fashion.

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

  

  Business Response

  Date: 07/03/2024

   
  
  
  
  
  
  July 3, 2024
  
  
  
  Better Business Bureau
  Customer Relations
  *************************** #****
  *******, *******; 60611
  
  Reference File # ******** *************************
  
  
  Dear BBB Customer Relations:
  
  We have completed the investigation of Mr. ******** rebuttal to the response we provided regarding the problem he encountered with the replacement process of the dryer through the protection agreement.
  
  We have Mr. ******** rebuttal, and confirmed that he was provided the authorization code for the replacement dryer.  ****************** placed the order online, but the delivery has been delayed.  Due to the multiple delivery reschedules, we offered to cancel the replacement order, and to offer a cash replacement which entitles ****************** to a check that he can use to purchase the dryer from another retailer.  ****************** agreed, and the replacement dryer was cancelled on July 2nd.  We advised ****************** that our contract department will email him the cash replacement offer within 1 3 business days for his review and signature.  However, due to the holiday, it may take a couple of more days to receive the offer.  Once we receive the signed document, we will issue ****************** the check.  
  
  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 ****************** 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:05/10/2024

  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.

  Please see the attachments.
  Click here to Get the File - use the Password: 0D187DE0
  ************************************************************************

  

  Business Response

  Date: 06/10/2024

  Please see the attached

  Customer Answer

  Date: 06/17/2024

   
  Complaint: 21690571
  
  I am rejecting this response because: I received your letter and in it, it did not tell me what you would do for me. As you well know that the link I was supposed to go to does not work.  I have tried numerous times by phone and get no where. I can't even talk to a real person. ***** set up appointments and took off from work hoping someone would come, but no one showed up, 3 times mind you.  Someone had called me,but it was the same number.  I received a text, the same text, no luck at all. As of now I don't need work on it. I would like to get something for my time, being that no one showed up.

  

  Business Response

  Date: 06/18/2024

  Please see the attached response.