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:04/17/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on March 3 for a refrigerator gasket at a cost of $203.32, which includes shipping. When I placed the order, I was told the item was in stock. When it did not arrive as scheduled, I called the company and was told the item was back-ordered, because it was out of stock. On March 15, 2025, I called and canceled the order, since I was able to find the product elsewhere. I was told that I would receive a refund within 72 hours. That did not happen. When I called again on Wed., March 19, I was told that the refund was initiated on March 17 and that I should receive a refund by 3/20/25. The *** sent an email confirming that a refund was initiated (see below). That, however, did not occur. I have called as least three more times to inquire about my refund. During my last call on April 1, 2025, I was told that my order had not been canceled by the vendor, and I would receive my refund, I was told that my refund would be expedited, and it has not occurred. Below is the text of the email received on 3/19/25:************************************************@HOTMAIL.COMHi ****** *********,We apologize for inconvenience caused, as discussed we have initiate the refund of $203.32 for order C151334 on 03/17/2025, reference number ********, however it might take 24 to 72 hours to reflect the money on your bank statement depending on your bank, we appreciate your patience.Thank You & RegardsSearspartsdirect.comI have received nothing but a run-around and simply want my money refunded back the the credit card used to make the purchase.

  

  Business Response

  Date: 04/22/2025

  ***********************************
  
  
  April 22, 2025
  
  
  
  
  Customer Relations
  **********************
  ************************************************************
  *******, *******; 60611
  
  
  
  Reference File # ******** - ****** L. *********
  
  
  Dear BBB Customer Relations;
  
  
  We have completed our investigation into Mr. ********** complaint regarding the issue that he have with her Parts Direct refund.
  Our Escalations team has reach out to Mr. ********* the response that we received is as follows:
  We have called and spoken with Mr. ******** this morning to confirm order C151334 has been canceled. Refund processed today, $203.32. Also provided our direct contact information at ************ (8 AM - 4 PM CST Monday-Friday) for any future inquiries. Mr. ******** thanked us for the confirmation call. 
  . Given that our Parts Direct Escalation Team is actively working with Mr. ********* to resolve his concerns, we have closed our file on this matter.
  We apologize for any inconvenience or frustration Mr. ********* may have experienced with Sears Parts Direct. We value our customers and strive for their complete satisfaction, including the prompt resolution of any complaints. If you have any further questions, please feel free to contact me at ********************************************************.
  
  
  Sincerely,
  
  ****** ******
  Regulatory Complaints Specialist
  ********************************************************
  
  
  

  Customer Answer

  Date: 04/23/2025

   
  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. Please note that I received my refund on 4/22/25.
  
  Sincerely,
  
  ****** L. *********

• Initial Complaint

  Date:03/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sears came to my house to repair ice marker , decided to canx repair on Dec 31 2024 was charged a est with parts of ****** , canx work order on Dec 31 ,have called and requested the refund due of ****** of the the orig charged of 632 mins service call

  

  Business Response

  Date: 03/30/2025

  ***********************************
  
  
  March 30, 2025
  
  Customer Relations
  **********************
  ************************************************************
  *******, *******; 60611
  
  
  Re:  # ******** *** *********
  
  
  Dear BBB Customer Relations;
  
  
  We have completed our investigation into Mr. ********** complaint regarding the refund for his Ice maker repair.
  After reviewing the matter with our service unit, we confirmed that ********************* was not completed. ************************* order was closed incorrectly, preventing the automatic processing of his refund. We have now issued a refund of $513.22 which was processed back to his card ending in 6029 on March 25, 2025. Please note that it may take his card issuer 1-5 business days to post the refund, depending on their policies.
  Since we have provided Mr. ********* with his requested resolution, we consider this matter closed.
  We sincerely apologize for any inconvenience or frustration Mr. ********* experienced. Customer satisfaction is a priority for us, and we strive to resolve concerns reasonably. If you have any further questions, please feel free to contact me at ********************************************************.
  Sincerely,
  
  ****** ******
  Regulatory Complaints Specialist
  
  

• Initial Complaint

  Date:03/11/2025

  Type:Product 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.

  December 2024, I scheduled the repair service of a washer unit with Sears Home improvements. Prior to that, I paid Sears for the diagnostics visit, the ordered detail and the further repair services.On December 24th, 2024, the technician failed to fix the washer and submitted the request for the money refund ($246.66). That was the first time the refund request was submitted ! December 24, 2024! Since then I made many phone calls regarding the refund. 3 month later and I still did not receive the money back.I made about ten phone calls and Spent hours on the phone with Sears trying the get the refund. I spoke to the supervisors three times (****, Summer, *********). Some of operators of call center refused to connect me to supervisors despite the fact that the refund is extremely delayed. Every time I was told that the refund request was not previously submitted and that they were definitely going to do it right this time. The operators and supervisors give very different information about the work of the billing department, which is (according to them) in charge of refund.On February 18, 2025, after many promises to resolve the situation by supervisors I received and email saying that the refund request was submitted. It came from ********************************************* It was the first ever confirmation of my request after about me calling 10 times and requesting it. Today March 11, 2025 I still did not get my money back.Service order number 0008380-11570503

  

  Business Response

  Date: 04/11/2025

  April 10, 2025
  
  Customer Relations
  **********************
  *******************************************br>*******, *******; 60611
  
  Re:  ******** **** *******
  
  Dear BBB Customer Relations:
  
  This letter will acknowledge receipt of the above referenced customers follow up complaint, which was referred to our office for response.

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

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

  
  

• Initial Complaint

  Date:03/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I live in *******. In 2023, I purchased an HVAC with a warranty. Today they were supposed to come and repair my thermostat. The technician never came. However he forged a document (claiming I signed) saying we spoke about the service, and that the work was completed. The direct company name shows Sears ************** It was 2:45 when I made them aware of the issue and they did not ensure for a technician to come out todayAlthough the original work window was between 8:00 and 5:00.

  

  Business Response

  Date: 03/18/2025

  March 18, 2025
  
  
  
  Customer Relations
  ******* **********************
  **************************************************************
  ***********************
  
  
  Re:  ******** ******
        File Number: 23052001
  
  Dear BBB Customer Relations:
  
  We have completed the investigation of Ms.Carters complaint regarding the problem she encountered with the Kenmore branded furnace.     
  
  Upon reviewing her complaint, we contacted the local service unit for assistance.  According to our records, the technician completed the furnace repair on March 13, 2025.  The technician documented: Found blown fuse,replaced fuse system operating properly at this time.   With that said, since we have confirmed that the furnace repair is complete, we have closed our file.  
  
  We apologize for any problems or frustrations that Ms. ****** may have experienced. We do appreciate the opportunity to address this matter. 
  
  Sincerely,
  
  ***** ********
  Regulatory Complaints Specialist
  **********************************************************

• Initial Complaint

  Date:03/06/2025

  Type:Sales and Advertising 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 had Sears come out for a **** repair on Friday October 8th. They diagnosed the heat element was broken. We scheduled a repair service for two weeks from that date. They charged me $362.95. They pulled the money from my personal checking account that day. I was told the part would be sent to my house and they would come back to fix it. The part never showed nor did the service guy. Ive been calling for months trying to get my refund.

  

  Business Response

  Date: 04/04/2025

  April 4, 2025
  
  Customer Relations
  **********************
  *********************
  *******, *******; 60611
  
  Re:  ******** ******* ****
  
  Dear BBB Customer Relations:
  
  We have completed the investigation of Ms. ***** complaint regarding non receipt of credit for her canceled order.
  
  After reviewing Ms. ***** complaint and our records, we contacted customer service and were informed that on December 13, 2024 a credit in the amount of $237.40 was issued back to the original form of payment. 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
  ***************
  imx integrated member experience
  

• Initial Complaint

  Date:02/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I put in a work order to have my refrigerator fixed In January by sears, a technician never arrived. My signature was falsly signed. The technician ordered parts for my refrigerator without physical examination of the refrigerator. twice my appointment was canceled without informing me of cancelation. Sears has been billing me each month for insurance and has taken out a $100 deductable without providing service. Sears now is informing me that they do not have a tech in my area and they will not refund my deductiable though the job has not been done and they cant find a tech in my area. Parts were ordered and now they dont have a tech in my area to fix my refrigerator. I was charged for a job not done. I feel they ordered the part knowing they didnt have anyone to do the work. Please help

  

  Business Response

  Date: 03/21/2025

  March 21, 2025
  
  Customer Relations
  **********************
  ***********************************************************************************
  
  Re:       ******** ******** ******
  
  Dear BBB Customer Relations:
  
  This letter will acknowledge receipt of the above referenced customers follow up complaint, which was referred to our office for response.
  This matter has been forwarded to the appropriate Sears unit for investigation.

  Upon completion of our investigation, your office will receive a response to confirm resolution of the complaint. Please feel free to contact me if you have any further questions or concerns.
  We appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.
  
  Sincerely,
  Ema C
  Regulatory Specialist, Regulatory Complaints
  imx integrated member experience

• Initial Complaint

  Date:02/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 21 a Sears ************ Technician came to my home to diagnose an issue with my dishwasher. When he arrived I explained the issue and then provided the error code I get every time I run the dishwasher. I explained that no water was coming out during the cycle. I work from home as a nurse practitioner. While ******, the technician was looking over the dishwasher I got on to my computer to work with a patient. After 10 minutes, ****** interrupted me while I was working with a patient and said there was nothing wrong with the dishwasher and he was leaving. I had to stop my appointment with my patient and take him back to the dishwasher to show him that he was mistaken and there was, in fact, no water coming out during the cycle. He said he didn't see an error code and there was nothing he could do. I had to run the dishwasher and stand there with him for 20 minutes until the error code popped ***** that point he said he would take another look, so I went back to my patient. After several minutes, ****** interrupted my appointment again and said I had to replace two pumps and gave me an estimate of ********. The average cost of a new dishwasher is $400 to $1200. I was then charged $129 for a diagnostic fee, which I understand that I agreed to pay when I scheduled the appointment. However, he initially tried to leave and tell me there was nothing wrong. Then I had to, twice, end my appointment with a patient to show him what was wrong, only to get a repair estimate that totalled more than a new dishwasher.

  

  Business Response

  Date: 03/03/2025

  Please see the attached response

• Initial Complaint

  Date:02/16/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had sears home services come out to service my oven on November 14 2024. The tech *** *. Gave a diagnosis of bad control board panel. Said it would be fixed before thanksgiving if we ordered parts that day. And the cost was $401.09. I signed and gave him payment info and he told me parts would be delivered by *** the following Tuesday at the latest which was Nov *******. So he was planning on coming back 11/20 for repair. The parts were never delivered my husband tried reaching out to *** with no Response. Repair day comes and a different tech shows up and of course we have no parts so he goes out to his van makes some phone calls and tells my husband the parts will be here by Friday Nov ******* and he will be coming back to install them. Friday rolls around no parts and *** G the original tech shows up. Same thing my husband informs him the parts have yet to arrive. He calls his supervisor re orders parts supposedly and gives my husband a new date for repair. In the meantime time I have reached out to their customer service line and get nothing but lies. The first **** tells me parts were delivered by ****** but shes not able to track it. The second time I reach out they tell me a supervisor will be reaching out. My husband has called 3 times and was told a refund would be issued in 7-14 days. That never happened. He called back and was told it has to be reviewed by billing first and then if approved for refund it would be 7-14 days. The third time same story. It is now February 17, 2025. My oven has been broken for thanksgiving and Christmas dinners and my dispute with my bank has been denied because they found it to be an authorized transaction because yes I signed for parts to be ordered to fix my oven but the service has not been completed and Im out $401.09.

  

  Business Response

  Date: 03/19/2025

  ***********************************
  
  
  March 19, 2025
  
  
  
  Customer Relations
  **********************
  ************************************************************
  *******,*******; 60611
  
  
  Reference File # ******** - ****** ******
  
  
  Dear BBB Customer Relations;  
  
  
  We want to provide you with an update regarding our investigation into Ms.******* case. Our team has thoroughly reviewed the matter, and we sincerely apologize for any inconvenience this has caused.
  As the necessary repairs were not completed and the required parts were not shipped for her oven repair, we have issued a refund of $326.59 to her card ending in 9397 on March 17, 2025. Trip charges are nonrefundable.Please note that it may take 15 business days for her card issuer to process and post the refund, depending on their policies.
  If Ms. ****** has any questions, she is welcome to contact me directly at ******.******@transformco.com.Since we have fulfilled Ms. ******* requested resolution, we have now closed our file on this matter.
  We apologize for any frustration or inconvenience she may have experienced. At Sears ********************, we value our customers and remain committed to providing fair and reasonable resolutions whenever possible.
  
  Sincerely,
  
  
  ****** ******
  Regulatory Complaints Specialist
  

  Customer Answer

  Date: 03/22/2025

   
  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:02/14/2025

  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.

  Please be so kind and look at BBB COMPLAINTID#******** that was filed on 12/26/2024 against Transformo. Based on the resolution/acceptance-It was agreed upon that ********** will refund me the amount of $839.00. It was further noted that on January 24, 2025 a check in the amount of $839.00 was issued and that I will receive said check in 7-21 days. Today is February 14, 2025. No check was received. On February 11, 2024 at 11:02am, I received another email that a bank check in the amount of $839.00 was re-issued on 2/11/2025 under salescheck#************ and for me to allow 7-14 days for the check to arrive. This is not the first time or second time that such organization has promised and has agreed to issue me a refund. They keep reneging on their agreement. As I mentioned before, I am a senior citizen, on a fixed income-making ends meet, I owe my family money which resulted in strained relationship. I cant manage my monthly bill/payments- as this was never in my budget. Please help me. This presenting issue started since October 2024-with no resolution. Why do I feel I am being scam. Please assist once again with this delicate matter. I am so in dire need of my refund. I don't know what to do anymore.

  

  Business Response

  Date: 03/18/2025

  
  
  
  
  
  
  March 18, 2025
  
  
  
  Better Business Bureau
  Customer Relations
  ************************************************************
  *******,*******; 60611
  
  Reference File # ******** ******** *******
  
  
  Dear BBB Customer Relations:
  
  We have completed the investigation of Ms. ******* complaint regarding her dissatisfaction with the delay in receiving the reimbursement check for the replacement water heater.
  
  We reviewed the case notes and found that Ms. ******* had previously filed complaint ******** regarding the same issue.  We confirmed that Ms. ******* was issued check #******* in the amount of $839.00, and our records confirmed that the check has been cashed.  With that being said, since we have addressed the issue brought forth in Ms. ******* complaint, we have closed our file.
  
  We apologize for any problems or frustrations that Ms. ******* may have experienced with Sears.  We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints or problems whenever possible.  If you have any further questions, you may contact me at **************.
  
  Sincerely,
  ******* ******
  Regulatory Complaints Specialist
  
  
  

• Initial Complaint

  Date:02/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had a Kenmore ************* conditioning put in Jan.2017. We have a warranty that was included in the price. It says 10 yrs on **************** on heat exchanger. Our furnace shut down n we called them. They send *********** looked it over m got it running. 2 days later it went down again. He came again n said it could be pressure switch. He said it would be covered. not labor. He said get someone local because he lived hour away. We got someone local but I forgot to tell him about warranty. He already ordered the part. He called n they told him my warranty expired in 2022. We called n got the runaround. We tried to get a Fax but it did not work. Maybe they gave us a useless one. Then we took pictures n tried to e-mail. Wrong e-mail no longer in service. I had another contract with Sears $1300.00. That was for 5 years where they came 2 times a year. That expired in2022. My warranty says10 years parts lifetime heat exchanger as long as we live where this was installed. It even has second owner offers. I paid $500.00 for the furnace fix. It was not a pressure switch it was a gas valve. All we want is them to pay the cost of the gas valve or send us a gas valve.

  

  Business Response

  Date: 03/12/2025

  March 12, 2025
  
  
  
  ***** ******
  ***************************************************************************
  
  Our File No: 82025111
  BBB Case No:  ******** ***** ******
  Via: BBB ******************************************* letter serves as ***************** Improvement ************ response regarding your furnace that was installed in 2017 by Sears/******************. Sears filed bankruptcy Oct. 2018. We became Transform Feb. 2019. ********* did not purchase Sears **** and/or is not obligated to address any expired warranty jobs affiliated with Sears. Your labor warranty was active from one year from the date of installation.  
  
  Per your complaint you requested service recently, which is 8 years from the date of installation. Also, 3 years from your master protection agreement being expired. While we understand that the product came with a manufacturer warranty, Transform or Sears is not the manufacturer and product warranty for **** does not include labor costs. This is why you were told labor was not covered. As for parts, each part of the unit has its own part warranty. Like you mentioned, the heat exchanger has lifetime and the other parts have a certain amount. This is per the manufacturers terms, not Sears or Transform. 
  
  Your complaint mentions that you needed a pressure switch or gas valve replaced. Those parts are not the heat exchanger so those parts do not have a lifetime warranty. To find out the coverage of the part that is needed and/or what coverage you may still have on the unit, you have to contact the manufacturer directly. ******* is manufactured by ****************************** (ICP) which is owned by *******. You can contact ICP at **************. Transform nor Sears have authority over the manufacture coverage. ********* also does not agree to any refund or able to service you at this time.  
  
  
  
  At this time, we are closing our file as Sears fulfilled the contractual obligations. If you have any additional questions or concerns, please contact me at ************, or via email at **********************************************************.
   
  Sincerely,
  
  
  
  ******* ******
  Transform Regulatory Complaint Supervisor
  
  cc: BBB Website