ComplaintsforTransformco

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Initial Complaint
08/05/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I ordered a grill for riding mower on the 7th of July. All I get when I call in about the order the Bot tells me my order is still being processed.
Business response
08/22/2024
Transform ********************* LLC

August 22,2024

Customer Relations
**********************
************************************************************
*******, *******; 60611

Reference File # ******** *********************

Dear BBB Customer Relations;

We have completed the investigation of **************** complaint regarding his dissatisfaction with the fulfillment of his order from Parts Direct and his refund.
Upon investigation, our records showed that the part is on back order from the manufacturer. As per **************** request, the order has been canceled.
We have reviewed his complaint and issued a refund for order W343544 for $183.95 on August 22, 2024, Refund have been issued back to his card ending in 8990.Please note that it may take his card issuer 1-5 business days to post the refund to his account, depending on their policies. Since we have provided **************** with his requested resolution, we have closed our file on this matter.
We understand that **************** has experienced problems and frustration with Sears Parts Direct, and we sincerely apologize for any inconvenience this has caused him. We value our customers and strive to achieve their complete satisfaction, including the resolution of any complaints in a reasonable manner. Please do not hesitate to contact me at **************************************** if you have any further questions.
Sincerely,

*************************
Regulatory Complaints Specialist
****************************************

Customer response
08/23/2024

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
08/02/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am placing Transformico on the complaint because it is listed as the address for Sears. I placed an online order for a refrigerator 06/25/24 Frigidaire FRFS2823AS because it was in inventory and could be delivered by 07/03/24. 5 calls later, I'm still being told there is no refrigerator. They are waiting for it from the manufacturer. They can't tell me when it's coming. I tried to cancel it from the start and I was advised that it's a long drawn out process too. I've already paid for it $1812.55. I don't know what else to do. I sit on hold 30 to 45 minutes to talk to someone using this number **************. All I get is I'm sorry and we can't tell you.
Business response
08/22/2024
August 22, 2024

Customer Relations
**********************
*********************
*******, *******; 60611

Re: ******** *************************

Dear BBB Customer Relations:

We have completed the investigation of **************** complaint regarding non receipt of credit for her canceled order.

After reviewing *************** complaint and our records, we contacted our credit department to conduct an audit on the order in question. Once completed, we were able to determine that on August 12, 2024 a credit in the amount of $1.812.55 was issued back to the original form of payment. Since we were able to confirm that **************** was credited accordingly, 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 response
08/22/2024

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.
I didn't receive a response from the company. I called again after filing my BBB complaint. I received the same story that my product was still not available. I requested it be canceled and that single customer service *** finally helped this refund be processed.
Sincerely,

*************************
Initial Complaint
08/01/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Sears Home Services come to my home on 6/24 to diagnose the problem with my ********** dryer. It was making noise, buttons were not working & the door kept coming open turning dryer off. The 1st Sears tech they sent on 6/24 told me it needed a new blower wheel & a new door latch assembly plus labor for a total of $402.25. This would repair my dryer into good working order.. He said I could sign up a Sears Appliance Warranty for $56.99mo & save $150 off. Total paid = $310.24. 7/9 2nd Sears tech came to install the parts that Sears order & shipped to my *********** paid for. After the installation he said it still makes a noise when it 1st starts but it goes away but on his work order he stated he installed the parts & the dryer functions as normal was all quiet1. A couple days later I tried to do laundry & the loud noise was scary & never stopped. The buttons took forever to get it to start & the door kept opening but the sound was scary. I called Sears Home Services again & they put in a recall service call for me for the next day. The 3rd Sears tech came out on 7/12 took front off the dryer immediately said "that is not a new blower wheel". He said the shaft the blower wheel sits on that comes directly out of the motor is bent and that is why its noisy as its hitting the metal box its encased in every second as it spins. He said that means the motor is bad and its more costly to repair than buying a new dryer. He put in his diagnosis that the blower wheel was still the old bad one & the motor was bad. I called Sears Home Services while their tech was still at my home & explained what he found.. The 1st tech mis-diagnosed the problem even though he was looking right at the blower wheel, ************* & instead ordered parts that would never repair the dryer as the motor is bad & the shaft /the blower wheel is attached to is bent. Request for refund was submitted. 7/12, 7/19, 7/26 nothing. They simply ignore me!
Business response
08/16/2024
Transform ********************* LLC

August 16, 2024

Customer Relations
**********************
************************************************************
*******,*******; 60611

Reference File # ********- *********************************

Dear BBB Customer Relations;

We discovered that our service for ************************ dryer was unsuccessful. However, the service call was closed incorrectly, and a refund was not generated. We understand that this has been a frustrating experience for ************************ and we want to assure her that we have processed the refund of $253.25
The refund was issued via check on August 16, 2024. Please note that it may take 2-3 weeks for ************************ to receive the check. If she dont not receive it within this timeframe,s he is welcome to contact me manager at **************************************** for assistance. As we have provided ************************ with the resolution she sought, we consider this matter resolved and have consequently closed our file on the issue.
We sincerely apologize for any inconvenience or frustration ************************ may have experienced during this process. At Sears, we hold our customers' satisfaction in high regard, and we continuously strive to address and resolve any concerns they may have.

Sincerely,

*************************
Regulatory Complaints Specialist
Customer response
08/19/2024

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
07/30/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
May 3, 2024 I purchased a craftsman riding tractor and a part was missing. The technician set it up and supposed to refund me for the part that is missing. I haven't received my refund. Sears stated it's been pending with the billing department since June 10, 2024. Sears customer service won't let me speak to leadership, billing, or human resources. May you please assist me with receiving my refund of $47.46? Transformco owns Sears home service.
Business response
08/20/2024
August 20, 2024

Customer Relations
**********************
*********************
*******, *******; 60611

Re: ******** ***************************

Dear BBB Customer Relations:

We have completed the investigation of ******************** complaint regarding non receipt of credit for a canceled part.

After reviewing ******************* complaint and our records, we contacted customer service and were informed that a credit in the amount of $47.46 was issued back to the original form of payment. We ask ****************** to allow 7-14 business to post back to his account.Since we were able to confirm that ****************** has been credited accordingly,we have closed our files.

We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.

Sincerely,

*******************
Regulatory Specialist,Regulatory Complaints
Transformco LLC
imx integrated member experience
Customer response
08/26/2024

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. However, I have not received the credit to my original account as of yet. May you please provide confirmation that the agreement to credit my account was completed?

Sincerely,

***************************
Initial Complaint
07/30/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Hello - I have had this company out 9 times (have dates) with repair tech at my home each time and I was told by the last 3 that it is unrepairable, and they sent pictures and then we had no communication. They are not easy to contact and are not in ***. They then said the pics were not clear and sent someone else out to retake photos and when they were required to order more parts that are on backorder since 6/21 and I can't reach them and I have tried, call, email, & chat as well as the last techs cell w/no response. The attachments are just some of the dates and visits.
Business response
08/20/2024
August 20, 2024

Customer Relations
******* **********************
**************************************************************
***********************

Re: ***************************
       File Number 22065935

Dear BBB Customer Relations:

We have completed the investigation of Ms. ********* complaint regarding the problems she encountered with the refrigerator repair.

As of August 15, 2024, the technician noted that the Refrig has restrict in cabinet, not repairable.   ******************** was authorized a replacement refrigerator valued at $2500.00 on August 19, 2024, and she was emailed the authorization code and amount to order her replacement refrigerator on Sears.com using authorization code provided in the email. The authorized amount will be applied to the purchase of whatever refrigerator she select from sears.com that shows sold by Sears. If the item selected is over, she will just be responsible for the amount over and any tax on just that amount. If it is under, then any difference is forfeited. In addition to the covered amount applying to the appliance itself, he will also have any delivery fee waived as well as the fee to remove the defective appliance. If the appliance requires an installer to hook it up to the existing installation that has already been set up for the original appliance, then those charges would be covered; however, any fees needed to make any modifications to the existing installation (including code upgrades, modifications to the space or cabinetry, or any electrical, plumbing,or carpentry work needed), would not be covered and would be at her expense. ******************** will have the ability to refuse the additional charges for the installation but if this prohibits the installer from being able to perform the installation to proper code, then the entire installation will be canceled. Accordingly, we have closed our file.

We apologize for any problems or frustrations that ******************** may have experienced with Sears. We appreciate the opportunity to address this matter.

Sincerely,
************************;
******************************************************
Customer response
08/24/2024

Better Business Bureau:
Upon receipt of this email, I waited several days to receive the referenced email and it never arrived. I had to call them and after ALL this time, they had the wrong email address, which I find nearly impossible as I had gotten in excess of 47 emails prior. I updated my email with them on the phone, and ultimately received the referenced email.

For this reason, in reference to complaint ID ********, I find that this resolution is satisfactory to me.

Thank You,

***************************
Initial Complaint
07/29/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On 7/6 Sears Home Services is contracted through my home insurance Cinch to repair an ** unit. I was given an appointment confirmation date of 7/10 and no one showed up. I then received an automated text saying that my appointment was rescheduled for 7/15. Then when the repairman showed up he was not friendly and did not give any record of what the issue was with the ** unit or a follow up of what we needed to do. He left and the ** unit was not repaired. Then, we contacted Sears Home Svc and they told us they couldn't do anything until the diagnosis was submitted and that it would be done by the end of day on 7/16. I called back on 7/17 in the morning because nothing had been submitted still and they told me they had no record of me calling but would put in an urgent request for the diagnosis to be submitted and they would call or email me for the next steps. They never did. I checked daily and nothing was updated and I called daily and they still did not help or reschedule the appointment for the ** to get fixed. On 7/22 we finally got Cinch to close out the order with Sears and make a new appointment with another company.
Business response
08/16/2024
See attached
Initial Complaint
07/24/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 5/31/24, i contacted Sears Home Services regarding my In-Sink-Erator Garbage Disposal not working. A technician was displaced to my home on 6/6/24 and informed me that the garbage disposal could not be repaired. I contacted Sears on 6/7/24, and was advised to purchased a new garbage disposal from Sears and they would authorize a replacement amount of $146 for the disposal and $139 for installation, which totaled to a $285.99, refund I should receive in 3 business days. I purchased a new disposal on 6/24/24 for $147.39., and had it installed on 6/28/24 for $85.00. I've contact Sears weekly since June 30, 2024, and I keep getting excuses as to why the refund that was approved has not been issued. In addition to paying Please help!
Business response
08/23/2024

August 23, 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 she has not received the claim check for the replacement garbage disposer through the home appliance warranty.

We apologize for the delay in responding to this complaint. We reviewed the case notes and confirmed that the garbage disposer was approved for a replacement and on June 20, 2024 the claim check approved for $285.99. Since ****************** did not receive the claim check, we investigated and found that the claim was not processed correctly which led to a delay in the claim check process. When this was discovered, it was corrected so that the check could be issued and the claim be completed. ****************** should receive the check within 7 21 business days. If ****************** does not receive the check, she contact me directly at ***********************************************. With that being said, since we have addressed the concerns 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 response
08/23/2024

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
07/24/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Purchased our refrigerator/freezer from sears. Sears tech came out to fix ice maker as it was having issues with ice production. Repair man came out and said he fixed the issue next day refrigerator and freezer stopped working completely and ?? food loss. Been dealing with this issue since 6/8/24 and it is still unresolved. Keep getting the run around from sears first it was said parts were going to be ordered then it was said they could not get the parts in stock, then according to sears parts was delivered we NEVER received any parts and still waiting! Spoke with several customer service representatives and was told supervisor would be contacting us within 24 hrs and still waiting for that call!
Business response
08/20/2024
August 20,2024

Customer Relations
******* **********************
**************************************************************
**********************

Re: *************************
      File Number: 22036739

Dear BBB Customer Relations:

We have completed the investigation of *************** complaint regarding the problems he encountered with the refrigerator repair.

Upon receiving her complaint, we contacted the local service unit for assistance. Our records indicate that the repair order was completed on August 20, 2024. Per the technician: Replaced compressor and condenser.    Since we have confirmed that the repair is complete and no further assistance is needed, we have closed our file.

We apologize for any problems or frustrations that ************* may have experienced. We do appreciate the opportunity to address this matter.

Sincerely,

***************************
Regulatory Complaints Specialist
******************************************************
Customer response
08/21/2024

Complaint: 22036739

I am rejecting this response because:
Although the technician came out refrigerator is still not cold and have error code saying DHF please advise as refrigerator is not fixed yet still having issues.

Sincerely,

*************************
Business response
08/23/2024
August 23, 2024

Customer Relations
******* **********************
**************************************************************
***********************

Re: *************************
      File Number: 22036739

Dear BBB Customer Relations:

We have completed the investigation of **************** rebuttal regarding the refrigerator repair.

We contacted the local service unit for assistance. Our records indicate that ************** has a scheduled repair appointment for Friday, August 23, 2024.

We do appreciate the opportunity to address this matter.

Sincerely,

***************************
Regulatory Complaints Specialist
Customer response
08/23/2024

Complaint: 22036739

I am rejecting this response because issue with the refrigerator is still not fixed, technician came out today and was going to order more parts to try and fix the problem. Been without a refrigerator and freezer for 2 and a half months and still waiting for it to be fixed properly. But we were told that after so many service calls and attempts to fix it we would eventually get a replacement credit to purchase a new one as this product is under warranty how many more time or service calls till this issue gets resolved? Yes I see they are coming quicker with response on service calls but still waiting for this nightmare of a refrigerator issue to be done. But Indont want to close the complaint until my refrigerator/freezer is fixed or they issue a replacement credit to resolve this matter.

Sincerely,

*************************
Initial Complaint
07/24/2024
Complaint Type:
Customer Service Issues
Status:
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.
I was pre-charged $565.88 for parts/labor to fix a refrigerator. I had an appt scheduled for June 14th, but the technician never showed up, never called, and missed the appointment window of 8am-12pm. I made several calls to Sears requesting information, and when i was finally able to get through to the call center (very challenging), they promised that someone would show up, but they never did. They also promised they would call me back and never did. Finally, in the late afternoon, i received an email that my appointment had been rescheduled for June 20th. I could not wait a week to have my fridge, and was extremely frustrated by the terrible customer service I received, so I elected to cancel my appointment and requested a refund for the parts/labor that I did not receive. Sears refunded me but today they re-billed me for $565.88.
Business response
08/16/2024
Transform ********************* LLC

August 16, 2024

Customer Relations
**********************
************************************************************
*******,*******; 60611

Reference File # ******** - ***************************

Dear BBB Customer Relations;

We have completed the investigation of ************** complaint regarding his dissatisfaction with the repairs on her refrigerator.

We understand ************** Dissatisfaction however, our records indicate that ************** did a chargeback with her credit card company. ************** need to provide a documentation showing that this chargeback was reversed, since it does not reflect in our end. In order to review and honor the refund we need proof of the reversal. With that being said, we request this file to be closed.We will keep ours open pending ************** information.If he have any questions or concerns, she can contact me 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

Sincerely,

*************************
Regulatory Complaints Specialist
Initial Complaint
07/23/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I contacted Sears 7/21/24 to repair a Kenmore refrigerator. The appointment was scheduled for 7/22/24. At the time the person told me I should get a protective policy to help cover any cost or replacement.. She told me I could cancel it anytime.. the next day no one ever showed up to my home. I took off from work. I called and was given such poor service so I asked to cancel the protective policy..They said the only one that could cancel was the retention center no one else. For the past three days I have spent eight hours on hold and then I get the office is now closed..I am reaching out to my credit card company to get back the charge since no service was provided.I have been unable to reach any Sears retention service people to cancel. Hold times are listed 2 to 3 hours and even after that you were still on hold until they are done working with no response..the automated system just keeps going in circles. Horrible and unacceptable..
Business response
08/26/2024
August 26, 2024

BBB Customer Relations
**********************
************************************************************
*******, *******; 60611

Re: ******** ***********************

Dear BBB Customer Relations:

After researching the service history, we found that service was canceled On July 24, 2024, directly after the complaint was filed. If ******************* shows a charge to her account, she may contact us at ***************************************** so that we may research further. In the interim, we have noted Ms. ********* concerns and have closed our file.

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
Customer response
08/26/2024

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,

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

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