ComplaintsforSears Home Improvement

• Initial Complaint

  08/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I had Transformco install a Carrier Minisplit with 2 zones in 2020. The Company based in *******, **. The system failed or stopped in July 2024. I contacted Transform & attempted to make at least 6 times. The appointments were made, but ***** ever showed up? This was during our first heat wave of the year, so I pulled out all of my old wndow units for some relief. I then made appointments with several other Hvac companies to find the problem. Estimates were high. The system was not properly installed, using the wrong parts, all freon leaked out, so all stopped. Transform never came out to even inspect. I have been told the installation problem has to be reviewed by the installer in order for Carrier to honor the conditions of equipment maintenance? I need Transform to see what happened in order to move forward. Please.

  

  Business response

  09/05/2024

  September 4, 2024
  
  
  
  Better Business Bureau
  Attn: *****************************
  ************************************************************************************************************
  
  Our File No: 26875100
  BBB Case #: 22130380/*********************
  Via BBB Website: *****************************************
  
  Dear ********************,
  
  Thank you for contacting Transform ** regarding your inquiry concerning the above-referenced file.  We appreciate the opportunity to address the customers concern.  Transform is dedicated to its customers and to their overall satisfaction with any and all work performed by either Transform or a contracted affiliate.  We are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner. 
  
  I called and emailed ************** on 08/29/24, 08/30/24, 09/03/24 and again on 09/04/24.  ************** has not answered her phone or returned my call even though I have left messages on her voicemail.  In addition, ************** has not responded to my emails. Since I have been unable to contact **************, I am closing my file.  
  
  At this time, we respectfully request that you close your file. On behalf of Transform please know that we value ************** as a customer and apologize for any frustrations or inconveniences she may have experienced. If you have any questions or concerns, please contact me at ************, or via email at ************************************************.
   
  Sincerely,
  
  
  
  ***************************
  Transform Regulatory Complaint Specialist 
  
  cc: ********************* via USPS
  
  

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  TRANSFORM CAME TO INSTALL MY AIR CONDITION UNIT THAT LATER RESULTING IN MULTIPLE PROBLEMS WHICH EXTENDED FROM ELECTRICAL REPAIR OF MY BREAKERS NOW MY FURNANCE IS MAKING A LOUD NOISE FROM THE INSTALL OF THE CENTRAL AIR THAT TRANSFORM ONCE AGAIN STATED WAS FAULT OF MY OWN WITHOUT REPAIR AND NOT COOLING IN LESS THAN 30 DAYS.. IM LOOKNG TO GET MY UNIT IN WORKING ORDER AS IT WAS PRIOR TO INSTALL

  

  Business response

  08/20/2024

  August 20, 2024
  
  
  
  
  Better Business Bureau
  Attn: *****************************
  ************************************************************************************************************
  
  Our File No: 30068903
  BBB Case #: 22070176/*************************
  Via BBB Website: *****************************************
  
  Dear ********************,
  
  Thank you for contacting Transform ** regarding your inquiry concerning the above-referenced file.  We appreciate the opportunity to address the customers concern.  Transform is dedicated to its customers and to their overall satisfaction with any and all work performed by either Transform or a contracted affiliate.  
  
  The original installer went to the home on 06/19/24 and found there was a leak at the coil and made the repairs and the A/C was working when he left the home.  The installer also found the squealing noise was coming from the furnace due to a dirty blower motor.  In order for the A/C to work, the air flows over the blower motor in the furnace.  While there would be no noise when the heat is on, there will be when the air is on due to a higher rate of RPMs when the air is on versus the heat. We did not install the furnace.  ************** is responsible for having the blower motor cleaned by a contractor of her choice.  While the contractor was at the home, he also noticed the filters were clogged, dirty and the wrong size.  He advised ************** of the size she needed and also that the filters should be replaced monthly. Failure to maintain the unit will result in failure and could cause ************** to lose the warranty on the unit.       
  
  At this time, we respectfully request that you close your file. On behalf of Transform please know that we value ************** as a customer and apologize for any frustrations or inconveniences she may have experienced. If you have any questions or concerns, please contact me at ************, or via email at ************************************************.
   
  Sincerely,
  
  
  
  ***************************
  Transform Regulatory Complaint Specialist 
  
  Cc: ************************* via USPS
  
  

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered an HVAC Sys in Oct. 2021, due to backup orders, it was installed in March 2022. It ran great, all nice and cool for my 850 square ft home. This included a Carrier 30k compressor and 3 mini splits. However the the installation was not installed properly. They chose not to go through the ceiling but to wrap the cords on the backside, under deck and across the top of the laundry room. After watching a 2 of videos showing proper installing, I discovered that it may be part of the issue that I am experiencing right now. My mini splits stopped cooling to its capacity and leaking water down the wall after the 1st summer. I have requested someone come out to repair, 1st 2 were a flop, 3rd repairman said it was installed improperly and ask that I contact customer care. They agreed to do a replacement but failed to seen out an email. I was told to get a case number. I called them several times for that number but was left holding, even hangups while waiting. Each time I called back I was told they were having system problems to call back. Needless to say, I never got that case number. So then they continued to schedule appointments for a repairman to come out. I missed work 6 times waiting for the repairman, no show. Very frustrated at this point. I called, spoke to someone in scheduling after at least 6 months of going back and forth and was told that nothing was on file for a replacement. Here we are starting this process again. Really ****** at this point because I feel like you are playing the system against me to avoid any replacement. Finally someone came out and added Freon which will not stop the pipes from freezing up as a temporary fix ( I was out of the country at that time) later I received an order that Sears had placed for a capacitor which arrived yesterday. They will be back out on the 24th of June. I will be able to speak directly to the technician and see where we go from here. Beware of salesman knocking at your door offering Sears products.

  Customer response

  06/24/2024

  She I have an agreement warranty with sears until 2027

  

  Business response

  08/13/2024

  August 12, 2024
  
  
  
  
  Better Business Bureau
  Attn: *****************************
  **********************************************************************
  *****************
  
  Our File No: 28585392
  BBB Case #: 21882406/*************************
  Via BBB Website: *****************************************
  
  Dear ********************,
  
  Thank you for contacting Transform ** regarding your inquiry concerning the above-referenced file.  We appreciate the opportunity to address the customers concern.  Transform is dedicated to its customers and to their overall satisfaction with any and all work performed by either Transform or a contracted affiliate.  We are always willing to go the extra mile in order to provide our customers with satisfaction. We strive to respond accordingly to all requests in a fair and reasonable manner. Since we have no contractors in Ms. ******* area to service her mini splits, we have given **************** a claim number so she can have a contractor of her choice repair her mini split system.  When I spoke to ************** on 08/08/24, she told me she had received a claim number. I am sure she understands that she should follow the guidelines of her MPA and would need to speak with that department about any questions. 
  
  At this time, we respectfully request that you close your file. On behalf of Transform please know that we value **************** as a customer and apologize for any frustrations or inconveniences she may have experienced. If you have any questions or concerns, please contact me at ************, or via email at ************************************************.
   
  Sincerely,
  
  
  
  ***************************
  Transform Regulatory Complaint Specialist 
  
  cc: ************************* via USPS
  
  

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **Complaint Regarding Defective HVAC Unit Purchased from Sears**Dear Sears Customer Service,In July 2022, my parents purchased a brand-new HVAC unit for over $10,000, taking a credit with Sears to make this purchase. In less than two years, this HVAC unit has completely stopped working. Despite this being a new unit, we are being told that repairs will incur additional charges. This is unacceptable for a unit that should still be working properly.My parents are elderly and my father is bed-bound, with numerous health issues. They cannot endure the extreme heat of a 92-degree house due to Sears' refusal to fix this problem. They are still paying off the credit for this unit, and now Sears expects them to cover repair costs on top of that.This situation needs to be rectified immediately. If it is not resolved promptly, I will make this issue public through the news and pursue legal action.Sincerely,******************************* ************

  

  Business response

  07/16/2024

  July 16, 2024
  
  
  
  
  Better Business Bureau
  Attn:*****************************
  *****************************************2000
  ****************
  
  Our File No: 29288512
  BBB Case #: 21863589/***************************
  Via BBB Website: *****************************************
  
  Dear ********************,
  
  Thank you for contacting Transform SR regarding your inquiry concerning the above-referenced file.  We appreciate the opportunity to address the customers concern.  Transform is dedicated to its customers and to their overall satisfaction with any and all work performed by either Transform or a contracted affiliate.
  
  The original contractor went to the home on 07/11/24.  He found the drain line was clogged and replaced the condensate pump.  The drain line being clogged can be an indication that the unit has not been maintained properly.  When I spoke to ********************,she had told me that she had only changed the filter once since install in 2022.  I explained to her the filter should be changed monthly and she needs to pour bleach or vinegar in the drain line to keep it clear. We have sent ******************** an invoice to sign so we can move forward with collecting the service charge for the service.  
  
  At this time, we respectfully request that you close your file. On behalf of Transform please know that we value ******************** as a customer and apologize for any frustrations or inconveniences she may have experienced. If you have any questions or concerns, please contact me at ************ or via email at ************************************************.
  
  Sincerely,
  
  
  
  ***************************
  Transform Regulatory Complaint Specialist
  
  cc:*************************** via USPS
  

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a HVAC unit ( split unit, three- phase model through Transform Home Improvement Products. The installation date was 11-11-2021. The air conditioner unit stopped working in mid March, 2024. We cleaned the unit and all filters and it still didnt work. We called (Sears) Transform Home Improvement and were told that they did not have service people for our area and they suggested the name of a few people we could call. We did so and the technician that came told us the blower motor was broken. When they placed an order for the part they informed us that the part was on back order. As of today they still have not been able to obtain the part. We FINALLY after numerous attempts got a repairman from Sears (Transform) to come check our unit out two days ago( June 12). He said the problem could be a modular issue and not the entire blower motor. He said he would have to come back with the modular part another day. It has been two days and we havent heard back. We called 9 DIFFERENT phone numbers and were unable to get a response. Our unit is under warranty. We are an elderly couple with serious health issues , living 50 miles below ***********. The heat has become oppressive and almost unbearable! Please help us. Thank you.

  

  Business response

  07/22/2024

  July 19, 2024
  
  
  
  
  Better Business Bureau
  Attn: *****************************
  **********************************************************************
  *****************
  
  Our File No: 28607511
  BBB Case #: 21852266/***********************************
  Via BBB Website: *****************************************
  
  Dear ********************,
  
  Thank you for contacting Transform SR regarding your inquiry concerning the above-referenced file.  We appreciate the opportunity to address the customers concern.  Transform is dedicated to its customers and to their overall satisfaction with any and all work performed by either Transform or a contracted affiliate.  We are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner. 
  
  We were able to get the part through the manufacturer and delivered the part to ************************ on July 10,2024. Since the workmanship warranty had expired, and we no longer have contractors in the area, we advised *********************** to have the part installed by an alternate company of her choice.  ************************ emailed me on 07/11/24 to let me know the alternate had installed the part and her A/C is working.    
  
  At this time, we respectfully request that you close your file. On behalf of Transform please know that we value ************************ as a customer and apologize for any frustrations or inconveniences she may have experienced. If you have any questions or concerns, please contact me at ************, or via email at ************************************************.
   
  Sincerely,
  
  
  
  ***************************
  Transform Regulatory Complaint Specialist 
  
  cc: *********************************** via USPS
  
  

• Initial Complaint

  05/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an HVAC system from Sears in late 2019 that was installed by Sears Home Services on 11/11/2019. The system has now failed. The owners manual clearly states a 5 year hassle free warranty. Sears is refusing to honor that warranty without the original purchase agreement, which they never provided me a physical copy of, only a digital copy into a system I do not have access to and they will not give me access to. They can tell me the exact purchase and installation dates, but refuse to provide me any copies of these records. Today I had a tech from Sears ************ come to my house. He refused to address the warranty issue and refused to repair the system unless I paid the full cost of the repair up front. He then charged me a diagnosis fee (again, should have been covered under the hassle free warranty), tried to claim I didnt pay it and tried to make me pay it again before I told him to leave.

  

  Business response

  06/12/2024

  June 12, 2024
  
  
  
  *******************************
  61 Strawflower
  **********, IL 60446
  
  Our File No: 28321588
  BBB Case No:  ******** ********************************
  Via Email: ********************* 
  Via: 1st Class US Postage
  
  Dear ********************,
  
  Thank you for contacting Transform Home Improvement Products LLC regarding your hvac warranty concerns. We would like to offer our deepest apologies for any inconveniences you may have experienced regarding the **** warranty issues. Upon our investigation we determined that the contractual agreement indicates that you have a 1 year labor workmanship warranty with Transform. The labor/workmanship warranty expired 11/11/2020. 
  
  Any product warranty is with the manufacturer (mfg.), International Comfort Products (ICP). The paperwork you provided clearly indicates that ICP is the manufacturer, not Transform. Transform has no authority or decision making authority over ICP and the mfg. warranty as they have their own requirements for coverage.  I have enclosed a copy of the contract for your records.
  
  Additionally, you did not purchase a master protection agreement with Sears Home Services at the time of the sale or have a plan currently. This is why you were quoted a diagnostic and/or for any repairs. While we are grateful you chose SHS for service, you can contact any contractor at your convenience and expense. 
  
  The manufacturer warranty typically does not cover labor/workmanship warranty. However, your local licensed contractor should be able to verify what parts are still covered under the manufacturer warranty. The manufacturer, ICP can be contacted at ************** Monday-Friday 7:00am-4:00pm PST or via website icpamerica.com. 
  
  
  
  
  
  
  
  At this time, our file is closed as we fulfilled our contractual obligation. If you have any questions or concerns, please contact me at *******************, or via email at ****************************************************.
   
  Sincerely,
  
  
  
  *******************************
  Transform Regulatory Complaint Supervisor 
  
  Enclosed (6)
  
  cc: ***************************** via BBB Website
  
  

• Initial Complaint

  02/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We were quoted to receive a 17 SEER rating HVAC system but found that a 14 SEER unit was installed. Part of the sales pitch included that we would receive a federal tax rebate due to the high efficiency unit being installed. The 14 SEER unit does not qualify. We have attempted to call Transformco multiple times with no call backs.

  

  Business response

  03/13/2024

  
  March 13, 2024
  
  
  
  Better Business Bureau
  Attn: *****************************
  ****************************************
  *******, ** 60601
  
  Our File No: 29892476
  BBB Case No:  ******** ***************************
  Via: BBB Website
  
  Dear ********************,
  
  Thank you for contacting Transform Home Improvement Products LLC regarding Mr. and Mrs. ********* hvac concerns. We deeply apologize for any misunderstanding or confusion that Mr. and ********************* may have experienced during the sale. The sales representatives go over a lot of information and may have talked about a rebate or credit promotion. However, that does not always mean that a credit or rebate is eligible for the product that is eventually chosen. 
  
  I have confirmed with our director of sales that the Cool Cash Carrier Rebate was not offered at time of sale due to it not being a promotion at the time of the sale. If there was a Cool Cash Rebate offered at the time of sale, then the documents would have been presented for the instant rebate. We do not have any documentation for the Cool Cash Carrier Rebate as it appears the promotion was not being offered. 
  
  However, it has been explained to Mr. and ********************* that they can go to Carriers website to determine what rebates or credit promotions are being offered for their zip code and a/c model number contracted and installed. The Federal Tax Credit is offered through Carriers website, not Transform. It is also suggested that the homeowner speak with their tax professional. Transform cannot guarantee that the product sold will meet all tax credit or rebate criteria at the time of sale. Transform is in the business is to install product per the contractual agreement. The contractual agreement does not indicate anything about rebates or a credit. 
  
  It has been confirmed per the signed completion paperwork that the contracted 17.5 Seer hvac unit was installed per the contractual agreement. Lastly, the maintenance protection agreement (mpa) was not sold at the time of sale because we no longer offer this service in the customers state. Please keep in mind, the completion paperwork provided to the ********* indicates that they are still responsible for changing the filter and cleaning the drain line either monthly or every few months, based on the living environment. The labor/workmanship warranty is active for 1 year from the installation date. That said, the workmanship warranty is active until 8/19/2024. Should they need a service till then we are ready and willing to provide the service. Once the workmanship warranty expires the ********* can obtain a maintenance service with any local contractor at their convenience. 
  
  At this time, our file is closed as we fulfilled our contractual obligations. If you have any questions or concerns, please contact me at *******************, or via email at ****************************************************.
   
  Sincerely,
  
  
  
  *******************************
  Transform/SHIP Regulatory Complaint Supervisor 
  
  cc: ***** and *************************** via 1st Class US Postage/Email
  
  

  Customer response

  04/03/2024

   
  Complaint: 21275192
  
  I am rejecting this response because:

  For all the promises made, apparently all we're left with is a contractual obligation through August of this year. I have been a very long time supporter of Sears but no longer. I plan to share my experience with as many people as I can.
  
  As Sears has stated their contractual obligation through August of 2024, as of right now they are not forfilling this obligation. Both my wife and I have reported receiving the error listed below on many, many occasions shortly after the system was installed in our home in August of 2023. My email inbox is flooded with these messages any time the wind blows. I am not an HVAC specialist so I have no idea to the level of seriousness of this message, but what I do know is, if it was installed correctly then I shouldn't be receiving these messages. At the very least, I demand that this gets resolved.
  
  I would be happy to forward messages sent to Sears without response on this matter and the error messages I received, if necessary.
  
  This email was sent automatically because your "HomeTemp" system issued the following URGENT message:
  
  23-LPS OR HPS CLOSED (Code: 23)
  
  Best Regards,
  
  Sincerely,
  
  ***************************

  

  Business response

  04/10/2024

  April 10, 2024
  
  
  
  Better Business Bureau
  Attn: *****************************
  ****************************************
  *******, ** 60601
  
  Our File No: 29892476
  BBB Case No:  ******** ***************************
  Via: BBB Website
  
  Dear ********************,
  
  This letter is in response to Mr. and Mrs. ********* hvac concerns. As per my last update in ****, the workmanship warranty is still active. We are always ready and willing to service the ********* upon notice. We have been in correspondence with the *********. Our service tech is scheduled to return to the ********* on April 25th per their availability. The tech will contact the manufacturer, Carrier for a diagnostic as that is per the manufacturers requirement when it comes to code errors on the unit. I will continue to monitor the customers concerns until we can come to a resolution. 
  
  If you have any questions or concerns, please contact me at *******************, or via email at ****************************************************.
   
  Sincerely,
  
  
  
  *******************************
  Transform/SHIP Regulatory Complaint Supervisor 
  
  cc: ***** and *************************** via 1st Class US Postage/Email
  
  

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a custom door. I have been charged for the door and it is ready to be installed. Jan 26 **** between 8 and 10 is the scheduled installation. No one shows up. I called Sears Transform home and they tried reaching the project manager for todays install but he isnt reading his text or returning voice mails. Ive been on hold for over two hours. Ive been hung up on, and *** been told the door will be installed one day. No one can tells me anything about why *** paid for a door and have no door. Sears has charged me over $1,700 for the door and I have nothing to show for other than frustration and legal questions.

  

  Business response

  02/07/2024

  February 6, 2024
  
  
  
  
  Better Business Bureau
  Attn: *****************************
  *********************************************
  *******, ** 60601
  
  Our File No: 29983486
  BBB Case #: 21204266/*********************
  Via BBB Website: *****************************************
  
  Dear ********************,
  
  Thank you for contacting Transform SR regarding your inquiry concerning the above-referenced file.  We appreciate the opportunity to address the customers concern.  Transform is dedicated to its customers and to their overall satisfaction with any and all work performed by either Transform or a contracted affiliate.  We are always willing to go the extra mile in order to provide our customers with satisfaction and we strive to respond accordingly to all requests in a fair and reasonable manner. When I spoke to ************** on 02/06/24, she confirmed her door has been installed and she is happy.  
  
  At this time, we respectfully request that you close your file. On behalf of Transform please know that we value ************** as a customer and apologize for any frustrations or inconveniences she may have experienced. If you have any questions or concerns, please contact me at *******************, or via email at ************************************************.
   
  Sincerely,
  
  
  
  ***************************
  Transform Regulatory Complaint Specialist 
  d/b/a SHIP
  
  cc: ********************* via ****

• Initial Complaint

  01/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My A/C unit was installed incorrectly. The unit was installed on the old curb that was not made for the new unit. Instead of replacing the old curb to accommodate the new unit, the installers chose against my knowledge or approval to shave down the new unit to accommodate the old curb. Causing them to not have the airway lined up and there being areas of exposure to the weather, such as rain. Due to this the rain has leaked into my home through the unit and cause a water bubble in my living room which then exposed into my living room. Ive had techs come out several times and no one has replaced the unit. Since the leakage Ive had to spend an excessive amount of time and money on trying to resolve the issue and have had to have a tarp over my unit in order for no additional leakage to occur. Therefore, my unit has been unusually for almost 2 years.

  

  Business response

  02/06/2024

  
  
  February 6, ****
  
  
  
  *************************
  *********************************************************************
  
  Our File No: 27213334
  BBB Case No:   21202168-Delgado 
  Via: 1st Class US Postage
  Via Email: ************************
  
  Dear ******************,
  
  Thank you for contacting Transform Home Improvement Products LLC regarding your Better Business Bureau (BBB) complaint. It is my understanding that you are alleging that a leak is occurring as a result of the hvac unit installed on 5/19/2020.  I have tried to contact you at the phone number we have on file, ************. Unfortunately, I did not get a response. I called the number listed on the BBB complaint, but it was the wrong number. 
  
  Please be advised your concerns have been researched and reviewed in thorough detail. While I understand that you may not agree with the decision that has been made, it is the correct decision based solely upon the facts surrounding your contract, installation and completion. Our photos of the package unit installation confirm that the unit was sealed with the necessary sealant from the unit to the curb and the curb to the flat roof. The curb was not cut per the original installer. Additionally, the city inspector passed both Mechanical and Electrical inspections on 9/12/2020. That indicates that the installation was installed to code and industry standards. 
  
  Per the hvac contract the workmanship warranty was only active for 1 year from the date of installation. That said, your workmanship warranty expired as of 5/19/2021. If the unit was not properly sealed in 5/2020 then you would have had a leak during the first rain fall which was January 2021 per the ***********, ** Weather History Records.  
  
  You also did not purchase a master protection agreement plan at the time of sale and/or anytime since, per our records. Please be advised, to ensure full manufacturers product warranty, proof must be supplied that the equipment has been properly maintained over the life of the warranty, i.e., a minimum of once a year maintenance. You were given the Owner Maintenance & Startup Form which indicates you are responsible for maintaining the drain line and filter changes ever ***** days. The manufacturer may void the warranty without proof of any maintenance done. It is the consumers responsibility to schedule the yearly maintenance services and provide proof. We do not have any records of you servicing the unit yearly with Transform/Sears.  In fact, we do not have any phone records from you since the date of installation through Jan. 2023.
  
  The first call received from you is 1/4/2023 regarding an alleged leak. The ********** a Sears business, was out last 1/6/2023 and recorded no issues with the unit, no leak, all cooling at that time. The note indicates you will contact a roofer. The second call regarding an alleged leak is 10/2023. However, your area was just hit with Tropical Storm ****** and the National Weather Center determined there was flooding and high winds between 8/19-8/21/2023. Our records indicates that the *************** was rescheduled for February 3rd, ****. The techs notes indicate that you had the roof replaced recently and the flashing around the hvac unit needs to be redone. 
  
  Please be advised your roofing company is responsible for flashing anything that is on the roof to ensure there isnt any leaks. The workmanship warranty for the hvac unit has expired since 5/2021 and you did not purchase any master protection agreement plan with Transform/Sears. That being said, it is highly recommended you contact your roofing company and/or homeowners insurance. We cannot and do not agree to your demand of a replacement when the workmanship warranty expired 4 years ago and there is no proof of maintenance and/or ongoing issues. Lastly, we do not cover issues from acts of God or weather, or any other contractors workmanship, etc. 
  
  At this time, our file is closed as we fulfilled our contractual obligation. We apologize for any misunderstandings or inconveniences you may have experienced. If you have any questions or concerns, please contact me at *******************, or via email at ****************************************************.
   
  Sincerely,
  
  
  
  *******************************
  Transform Regulatory Complaint Supervisor
  
  cc: ***************************** @ BBB Website
  
  

• Initial Complaint

  11/23/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I bought an AC/Furnace from Sears, back in June. It went out in Aug and I couldn't get a hold of anyone from sears to help me out. I called and left messages and talked to a call center (they couldn't help me). I got an email saying I had an appointment, the appointment date was for the day before I even called. That tells me someone put something in the computer to save their own a** No one ever came or called me about it. I got another company to fix that issue. Now, it is winter and I go to turn on my heater and it is blowing cold air. I am getting the same menu's (on the phone) and same VM boxes. I leave messages and get no response. The unit is in it's first winter and it doesn't work the first time turning it on and no one will answer a call or call back. This company is a scam, Sears is horrible, I will never use them again and will make sure everyone I know, doesn't use them either. I need someone from this company to come fix my **** Heater they didn't install properly.

  

  Business response

  12/27/2023

  December 27, 2023
  
  
  
  Better Business Bureau
  Attn: *****************************
  ***************************************
  *******, ** 60601330
  
  Our File No: 29810166
  BBB Case No:  ******** ***********************
  Via: BBB Website
  
  Dear ********************,
  
  Thank you for contacting Transform Home Improvement Products LLC/SHIP regarding ****************** hvac concerns. I have corresponded with the project coordinator, *******************************. It is confirmed that the original contractor went out December 23rd. The contractor determined that the thermostat needed replaced. The contractor completed the thermostat replacement successfully. I confirmed with **************** via text that the hvac unit is properly working at this time. 
  
  As for the lack of communication complaint, on behalf of Transform/SHIP we deeply apologize for any inconveniences that **************** encountered in attempting to schedule the service. I have forwarded ****************** concerns regarding communication to the service department to prevent any issues occurring in the future. **************** has been advised to contact the original contractor should he have any issues under the 1st year warranty. 
  
  At this time, our file is closed. If you have any questions or concerns, please contact me at *******************, or ************ or via email at ****************************************************.
   
  Sincerely,
  
  
  
  *******************************
  Transform Regulatory Complaint Supervisor
  
  cc: *********************** via 1st Class US Postage/Email
  
  

  Customer response

  12/27/2023

   
  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 want to make it clear that the company that put in my AC was not the point of this complaint.  Sears is the point of my complaint.  The only way to get in touch with anyone is a toll free number.  That number just kept giving me the run around, it happened 2 separate times, once in Aug and once in Nov.  I didn't have the companies info that installed my AC so I paid Sears so I figured I could call Sears and get it worked out.  Well I left messages and kept calling to try and get a live person, and never got one and never got a call back.  This is horrible business, THIS IS NOT ON THE COMPANY THAT INSTALLED THE ******* Sears had not problem talking with me when they wanted my money but after they got it, it was a ghost town.  The only reason this issue got worked out was because my wife found the paperwork with the installers info.  The installer was great, SEARS SUCKS!!!
  
  Sincerely,
  
  ***********************

*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. ↩