ComplaintsforTransformco

• Initial Complaint

  07/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I converted my dryer to propane and it wouldn't heat up, so I contacted Sears for repair. The technician came out and said that I tightened the leak limiter too tight so he loosened it and it worked. A week or so later, the dryer wouldn't heat up again, so I scheduled a warranty repair. The next technician called on his way to the house to get an idea of the problem. When I explained the situation, he said that they wouldn't work on the the dryer since I had converted it to propane. I explained that another technician had worked on it a few weeks earlier, but he refused to repair it. I contacted Sears and was told I would get a refund since they didn't repair it. It's been 6 weeks and I can't get anyone to issue a credit of $ ******. BTW, I purchased.a new dryer shortly after they refused to complete the repair.

  

  Business response

  08/20/2024

  Transform ********************* LLC
  
  
  August 20, 2024  
  
  
  
  Customer Relations
  **********************
  ************************************************************
  *******, *******;60611
  
  
  Reference File # ******** ***********************
  
  
  Dear BBB Customer Relations;
  
  
  I am writing to inform you of the resolution reached regarding Mr. ****** recent complaint concerning the delay in receiving service for his dryer.
   Upon receiving ************** complaint, we promptly investigated the matter with our service unit. And we were advised that ************** dryer has been converter and we do not work on those type of appliances. He has been provided with a refund of $182.94. back to his card ending on 9326 on August 16,2024.
  We understand that it may take some time for the refund to appear on ************** account, which could be anywhere from 1-5 business days, depending on his card issuer's policies. If he has not received the refund within that timeframe, he is welcome to contact me at ***************************************** and we'll be happy to provide any further assistance he needs. As we have provided ************** with the resolution he sought, we consider this matter resolved and have consequently closed our file on the issue.
  As we have provided ************** with the resolution he 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

  08/21/2024

   
  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

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Our Kenmore Elite Oasis HE washer is covered under a Sears Protect warranty, We have been experiencing a service issue since Feb 2024. The washer makes a very load noise during the spin cycle. The service technician that serviced the washer in Feb determined the parts that needed to be replaced. All of the parts except the washer plate were shipped. The washer plate has been unavailable since March 2024. We were told by Sears Protect and per the terms of the agreement that if parts to repair an issue were unavailable the company would issue a replacement. After repeated phone calls on 3/12, 3/25, 3/29, 4/6, 7/9, 7/16, 7/18 and 7/20 we have been told the issue has been escalated to a Supervisor and we will receive an email with replacement info in 3-5 business days. After the 7/18 and 7/20 calls we were told a Supervisor will return our call in 24 hrs. Neither an email or supervisor call back have been received after 8 phone calls and 4 months. If the parts are unavailable per the agreement and what we were promised on the 8 phone calls the washer should be replaced.

  

  Business response

  08/19/2024

  August 19, 2024
  
  
  Customer Relations
  ******* **********************
  **************************************************************
  ***********************
  
  
  Re: ***************************
         File Number 22024393
  
  Dear BBB Customer Relations:
  
  We have completed the investigation of Mr. ******* complaint regarding the problems he encountered with the washer and parts not being readily available to complete the repair.  
  Our records indicate that *************** has a Sears Protect Home Warranty covering his washer.  As of August 14, 2024, **************** was authorized to receive a replacement washer valued at $899.99.  He was emailed the authorized amount via his email to order his replacement washer on our website using authorization code provided in the email.  The authorized amount will be applied to the purchase of whatever washer he select from sears.com that shows sold by Sears.  If the item selected is over, he 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.  Since this is the resolution he was seeking, 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

  08/19/2024

   
  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.
  

  Thank you so much for all of your help.  We could have gotten this resolved without your assistance as the *************** that Sears uses was totally uncooperative.  

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

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Sears ************ is a practical joke. Ive been without air conditioner since 6/17/24. First appointment scheduled under Choice Home Warranty with Sears was for 7/2/24. Only for the technician to do nothing and reschedule for 7/19/24 7am-4pm. The tracker kept updating only to say, ************ technician has arrived.Technician never arrived. The incompetent person just completed the order saying overbooked. No communication via phone. I only found out by checking my email.Order ******** Unit ******* Calling in or using chat does not help. Ive called three times now. Spoke with an agent ****, who I got twice, still had up my account and did not get a manager. Calling for the third time and still listening to jazz music for 50 minutes now. Utterly ridiculous.High temperatures of 90 degree plus and still no working air conditioner since 6/17/24. Im 85 years old and do not deserve this. What a lack of customer service. Someone better be out by tomorrow morning! Maybe filing a complaint here will get someone to take responsibility for this lackluster customer service.

  

  Business response

  08/19/2024

  August 19, 2024
  
  BBB Customer Relations
  **********************
  ************************************************************
  *******, *******; 60611
  
  Re:  ******** Y A
  
  Dear BBB Customer Relations:
  
  After researching the service history, we found that a closed service order on August 3, 2024. Since the warranty is through Choice Home, then a call must be made directly to Choice Home warranty for any further service request as we are only an authorized service provider for her warrantor. We are unable to obtrude upon her warrantors actions and recommend that she contact them directly regarding the terms and conditions of her warranty agreement.  
  
  We apologize to Y A 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

  08/20/2024

   
  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.
  

  The contractor finally came out and repaired appliance on 8/3/24.
  
  Sincerely,
  
  Y A

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am reaching out to convey my frustrations on the bad/non-existence service I have received so far from Transformco SEARS HOME SERVICES LLC, *********************************************************. I have been paying for the warranty service for past 8 months diligently but not getting the service as contracted. I have paid more than $600 dollars so far and still not received resolution on my appliances (Microwave and Dishwasher) for past 4 months. Please see the details below. Customer *************************** Home Warranty Customer Name: ************************* Plan Type: ********************** Protect Appliance Plan#********* Phone number: ************ Email: ******************** Service/Home Address: ************************************** Customer since: ********* Service background:Order Number: *************** originated on 08MAR2024 on a "Bosch Dishwasher"Current status: Not fixed yet (after 4 months) - 5 parts were place on order, only 4 were available and shipped to me. - Control display/panel (5th part) is still pending. - I have been calling every now and then (Last call to ******* Escalating Task Number: ********) and only told to wait every time. Order Number: *************** originated on 08MAR2024 on a "Built in Kenmore Microwave" Current Status: Replacement was deemed necessary and I was asked to buy a new microwave using a coupon. - 03JUN2024 Placed a microwave order at sears.com - Still waiting for delivery and installation more than a month after placing an order - Called multiple times (12th of July @ 9:24 AM- spoke to *****, 9th of July @1:34PM spoke to ****, 12 June@3:42 PM) and was promised an internal escalation and resolution within 48 hours but nothing so far!

  

  Business response

  08/15/2024

  August 15, 2024
  
  
  Customer Relations
  ******* **********************
  **************************************************************
  ***********************
   
  
  
   Re:    *************************
             File No: ********  
  
  
  
  Dear BBB Customer Relations:  
  
  We have completed the investigation of ******************** complaint regarding his dissatisfaction with the repair delay of his Bosch branded dishwasher and his request for a refund.  
  
  Our records indicate that ******************** has a Sears Protect Home Warranty (SPHW) covering her dishwasher.  We also forwarded her complaint to the proper department Sears Protect Home Warranty (SPHW) for assistance regarding her request for a refund. We received the following response from agent ****** from their Escalations team:  I reached out and explained that the control panel, which I was previously told was not needed, is actually required by the technician. I've been informed that an order was placed this morning, and Ill be provided with the tracking number soon. I also contacted delivery, and their microwave is currently at the *** and an installation order is being set up,and an update will be provided shortly. I'll be reaching out to the member soon to go over the situation."
  
  The ******** was reordered by the tech on August 13, 2024,  and is currently for delivery on Tuesday, August 20, 2024 by 7:00 pm. via *** 1Z86V681YN15815852.
  
  We apologize for any problems or frustrations that ****************** may have experienced with Sears.  We appreciate the opportunity to address this matter.   
  
  Sincerely,
  ***************************
  Regulatory Complaints Specialist
  ******************************************************

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Refrigerator went out. It is a Kenmore unit. Contacted sears repair to fix it. Technician came out and determined that it was the compressor. Ordered a compressor and paid $572.99 on June 11, 2024. Waited a month for them to come out for repair. Technician came out and while repairing the refrigerator and installing the compressor he damaged the unit beyond repair. He burned through the housing while soldering the connection. We have contacted sears and A&E appliance repair every day after the July 11 event. Need help with this

  

  Business response

  08/12/2024

  August 12, 2024
  
  Customer Relations
  ******* **********************
  **************************************************************
  **********************
  
  
  Re: *****************************
         File Number 22011812
  
  Dear BBB Customer Relations:
  
  We have completed the investigation for Mr. ********* complaint concerning his allege damage of the refrigerator during repair.   
  
  Upon receiving his complaint, we contacted the local service unit for assistance.  We were advised per repair leadership that:
  Verified payment collect is $572.99 on 6/11/24.  There was a refund already requested but the customer disputed the charges with their bank.   ******** was contacted by the technician.
  Regarding ************ portion involving his allegations of damages to his refrigerator that occurred while his refrigerator was being repaired, we would note that a damage claim was opened up with ********, our third-party claims administrator. In order to investigate his claim, we contacted ********.  We received the following response from their Escalations Team:
  
  Please be advised a claim has been filed for *****************************.  Claim # L2407185003-0001 for a date of loss of 7/11/24.  The examiner assigned is ***************************.  Please be advised ******************** accepted the settlement offer in the amount of $1,200.00 on 8/1,and we are waiting on the return of their signed release to issue the payment. 
  In the meantime,since we have provided the details to the other aspects of Mr. ********* complaint and the resolutions provided, and his damage claim is being handled through a standardized claims process that we are not a part of, we have closed our file. 
  
  We apologize for any problems or frustrations that ******************** may have experienced and we appreciate the opportunity to address this matter.   
  
  
  
  ***************************
  Regulatory Complaints Specialist
  ******************************************************

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My washer is broken. A technician from Sears looked at it and demanded upfront payment for the labor of fixing it as well as the part. The technician took $422.44 without fixing the problem. The part arrived and I have called the toll free number and scheduled 4 different appointments for the technician to come fix the washer. A technician came once and said he needed another technician to help him complete the job however his superiors only sent him. He called another technician in front me promising to come the next day to fix it. The next day, he didn't show. After scheduling two more appointments since then, technicians still haven't come. Every time I have scheduled an appointment they have given me a time frame of 8 AM-5 PM between my husband and I we have wasted 4 vacation days on this problem. The customer service representatives are not sympathetic at all. I asked one of them for a local number I could call Sears to see if they could help me and the representative gave me a fake number. One representative, after hearing my whole story, promised they made an appointment for the next day, but didn't. Every time I called and asked to speak to a manager or someone in charge the representative refused. I am so frustrated and do not know what to do. As a last stitch effort I called someone I know personally who is a technician for Sears. He said that they have many individuals who are going through the same thing and Sears has royally screwed up their scheduling and are not allowing technicians enough time to get to all of their appointments done. It has been a month since I first contacted Sears. I either want the people to fix my washer, or at least refund me for the part and the labor I never received. I would have already sent the part back but after seeing the unprofessionalism of this company, I do not trust that they will give me my money back.

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ** continues to send technicians out to my house and they do not care that Sears has already been to my house and knows what is wrong with it but can not get the parts and does not seem to care that my dishwasher is broken and that we have been doing dishes by hand now for 2 months. I get that you are just billing ** for these trips I could care less! I want my dishwasher fixed ASAP! **** has been good at communication but when you sent ****** out he did not care that I had already had **** out here and he stopped responding to help me so when you have crappy employees that do not care about your customers satisfaction you can not be successful. Please train Bronco on customer service.

  

  Business response

  08/07/2024

  August 7, 2024
  
  BBB Customer Relations
  **********************
  ************************************************************
  *******, *******; 60611
  
  Re:  ******** ***********************
  
  Dear BBB Customer Relations:
  
  After researching the service history, we found **************** has a Third Party warranty with *** Additionally, both service orders are closed. If **************** still requires assistance, he will need to contact ** so they can make arrangements for service, as we are only 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 **************** 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

  07/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  5/21/24. Replacement for washer covered by /sears protection plan. $569.99 from sears to get a new washer. Original washer was ordered 5/25/24 but it never arrived and they had to order another one.

  

  Business response

  08/16/2024

   August 16, 2024
  
  
  
  
  Customer Relations
  ******* **********************
  ************************************************************
  **********************
  
  
  
  Re: ***********************************
        File Number 22010151
  
  
  Dear BBB Customer Relations:
  
  We have completed the investigation of Ms. ******************** regarding the problems she encountered with the delayed delivery of her replacement washer.
  
  Upon receiving her complaint, we contacted delivery and our records indicate that the available to customer date for the washer is September 3, 2024.  If the delivery does not take place, at that time, we can move forward with the option to leave the case as is or if she would rather have a check, we are willing to cancel the order and have this sent instead since she has had delays.  
  
  We have contacted ************************ via email with the current options.  If she has any questions, she is welcome to contact me at the email listed below.
  
  We apologize for any problems or frustrations that ************************ may have experienced with Sears.  We appreciate the opportunity to address this matter.  
  
  Sincerely,
  ************************;       
  ******************************************************

  Customer response

  08/16/2024

   
  Complaint: 22010151
  
  I am rejecting this response because:  We have 2 letters to okay the amount of the settlement to be sent back to the protection agrement benefits administration accepting two 
  different amounts but not received any payment yet.  I would accept their amount if I receive in hand.  Thank you.
  Sincerely,
  
  ***********************************

  

  Business response

  08/19/2024

  August 19, 2024
  
  
  
  
  Customer Relations
  ******* **********************
  **************************************************************
  **********************
  
  
  
  Re: ***********************************
        File Number 22010151
  
  
  Dear BBB Customer Relations:
  
  We have completed the investigation of Ms. ******************* to a response we previously sent and letters she received with two different amounts.   
  
  We contacted the warranty team and was advised that the cash reimbursement was not approved until August 2, 2024.   Warranty team received Signed Cash Replacement but the document was drafted with the wrong amount. The cash reimbursement for the correct amount $569.99 washer plus $169.99 delivery/installation for $739.98 (cash reimbursement total amount) was sent to ************************ on August 12, 2024.  She has been informed that update letter was sent and to please have it re send with signature.    
  
  Since we have confirmed that ************************ is working with the warranty team regarding an approved cash reimbursement in lieu if a replacement washer, we have closed our file. 
  
  We appreciate the opportunity to address this matter.  
  
  Sincerely,
  ************************;       
  ******************************************************

  Customer response

  08/19/2024

   
  Complaint: 22010151
  
  I am rejecting this response because:I have been told the check is in the mail and may take up to 4 weeks to arrive.  When I have the check in hand, I will be glad to accept the result of your involvment.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've had a Master Protection Agreement with Sears Home Services for many years/. In October 2022 I paid $599.18 for four years coverage for two appliances. I contacted them on June **************************************************************************************** March of this year. This leak has caused major damage to our crawl space which Home Owners does not cover and we will have to pay close to $3000 for repairs to a beam and growth of mold. They have not shown up three times....July 1, July3, July8. On July 10 a tech came out and replaced the filter and the leak stopped. Several days later the ice maker was not making ice. I called on July 15 to schedule another appointment for July 18, today. Although I received and replied to several confirmation texts no tech has shown up today, AGAIN I have tried to talk to someone with authority but all I get is rescheduled appointments.

  

  Business response

  08/07/2024

  See attached

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good Afternoon ,07/18/2024 1230pm. (UNDER SERVICE WARRANTY ) I've been without my washing machine since June ****** I made an appointment for service and a technician diagnosed the problem, and order parts My NEW schedule appointment for the technician to return was June 16th.I was notified on June 13th to reschedule again without any explanation. After several calls and complaints to Representatives (SEARS) I had a July 3rd appointment for technician to service washing machine. On June 27th Reschedule again without any explanation ,call the Sears representative expressing my concerns of rescheduling ,and again I was assured that A technician will be out to repair the washing machine and was give a July 18th date. Technician arrived to tell me that the parts order are the wrong parts. Reschedule again for Aug 1st,2024 .I want my Washing Machine fix. Any compensation for the weeks without it. Lastly I have a full warranty of an extra $500. for (5) five years .I feel that Sears has let me down .I appreciate anything that you can do to resolve this matter. Please call or email me PS STOP THE CYCLE OF PAIN

  

  Business response

  08/11/2024

  Transform ********************* LLC
  
  
  August 11,2024
  
  Customer Relations
  **********************
  ************************************************************
  *******, *******;60611
  
  Re:  # ******** *******************************
  
  
  Dear BBB Customer Relations;
  
  
  We have completed the investigation of ******************** complaint regarding his dissatisfaction with the delay on the service of his washer.
  
  After receiving ******************** complaint, we have reach out to our service unit for assistance. We have been advised that as of Thursday August 8, 2024, ******************** washer has been repaired.  Since this is the resolution ******************** was seeking, we respectfully ask that this matter be closed.  Should ******************** have any additional questions or concerns, he is welcome to contact me directly via email at ****************************************************
  
  We apologize for any problems or frustration that ******************** may have experienced with Sears Parts Direct We do value our customers and strive for their complete satisfaction including a reasonable
  Resolution of any complaints. Please feel free to contact me at *************************************** if
  You have any further questions.
  
  
  Sincerely,
  
  *************************
  Regulatory Complaints Specialist
  
  
  
  

*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. ↩