ComplaintsforTransformco

• Initial Complaint

  11/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In early May 2024 my Craftsman riding mower stopped working. I put in a call to Sears Home Services, with whom I had a service agreement for this machine since purchased. The technician came out to my home on the 13th of May to diagnose the issue via order #*************** and realized my machine needed a new engine. Parts were ordered and received by me prior to the next technician visit on May 28th, when the engine was replaced and I was given an invoice of $0.00 due to the parts and labor being covered under my warranty.Five months later on October 14th, I received an email from Sears Home Services requesting payment for services provided. My wife immediately contacted the phone number provided to advise that this service was covered by our warranty and was told there was a glitch in our system that day and the services should not have been covered". She advised that we held the warranty and invoice with a $0 balance due and that I would not be providing payment and was told that the issue would need to be escalated. Two weeks later on the 25th I received a notice with payment request and information on how to dispute the claim at which time I did provide a written dispute to *************. On October 31st we received another copy of the May 28th repair invoice via email with a $0 balance, which I presumed meant that the issue was resolved, until receiving the email on November 6th, again requesting payment.I have attached all documentation to date, including what was shared in my certified correspondence to *************. At this point I would like to ask that these charges be removed from our account as they should never have been charged.

• Initial Complaint

  10/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I submitted documents when ordered and when was to recieve. Call 10/23 to see where item was told it was going to arrive Sat 10/26/24 and would recieve shipping refund for inconvenience and get email with update. On 10/25/24 called for never recieved shipping refund nor update for delivery. Then informed no update info. If in stock as website says then why has not shipped. I was also told part is now on back order. Site is giving false information. Suppose to get money back in 3-5 business days. They need to not show misleading inormation on there site.

  

  Business response

  11/07/2024

  ***********************************
  
  
  November 7,2024
  
  
  
  
  Customer Relations
  **********************
  ************************************************************
  *******, *******; 60611
  
  
  
  Reference File # ********  ***** *********
  
  
  Dear BBB Customer Relations;
  
  
  I am writing in response to the complaint filed by Mr. ********* regarding order W481219 placed with Parts Direct. I would like to provide clarification on the situation and the steps taken to resolve it.
  Due to a backorder from the manufacturer, the requested parts could not be fulfilled. Unfortunately, we had to cancel Mr. ********** order and initiate a refund process. We issued the following refunds to his card ending in 6734:
  Refund of $60.95 on 10/28/2024
  Refund of $12.99 on 10/25/2024
  Refund of $29.40 on 11/06/2024
  The total amount of these refunds equals the full order amount, and we have confirmed that no further monies are due to Mr. ************ sincerely apologize for the inconvenience caused by the backorder and the cancellation of the order. With that been said, we have closed our file.
  We understand that ************ experienced problems and frustration with Sears Parts Direct, and we sincerely apologize for any inconvenience this has caused him. We value our customers and strive to achieve their complete satisfaction, including the resolution of any complaints in a reasonable manner. Please do not hesitate to contact me at **************************************** if you have any further questions.
  Sincerely,
  
  ****** ******
  Regulatory Complaints Specialist
  ****************************************
  
  
  

• Initial Complaint

  10/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order on September 26 for an item that shows to be in stock. I have not received shipment notification or a tracking number. I have tried to call customer service multiple times and can't get through to a person. I filled out a form through the company's ******** page and received a text with the same "order in process" status. I want my order delivered or refunded in a timely manner.

  

  Business response

  11/06/2024

  ***********************************
  
  
  November 6,2024
  
  
  
  
  Customer Relations
  **********************
  ************************************************************
  *******, *******; 60611
  
  
  
  Reference File # ********  ***** *****
  
  Dear BBB Customer Relations;
  
  
  We have completed the investigation of Mr. ****** complaint regarding his dissatisfaction with the fulfillment of his order from Parts Direct and his refund.
  Upon investigation, our records showed that the part is on back order from the manufacturer. As per Mr. ***** request, the order has been canceled.
  We have reviewed his complaint and issued a refund for order W449244 for $163.98 on November 6, 2024, Refund have been issued back to his card ending in 8623.Please note that it may take his card issuer 1-5 business days to post the refund to his account, depending on their policies. Since we have provided Mr. ***** with his requested resolution, we have closed our file on this matter.
  We understand that Mr. ***** has experienced problems and frustration with Sears Parts Direct, and we sincerely apologize for any inconvenience this has caused him. We value our customers and strive to achieve their complete satisfaction, including the resolution of any complaints in a reasonable manner. Please do not hesitate to contact me at **************************************** if you have any further questions.
  Sincerely,
  
  ****** ******
  Regulatory Complaints Specialist
  ****************************************
  
  
  

• Initial Complaint

  10/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 10/23/24, sears home service (technician ***** ******) came to my home to diagnose a faulty ******* oven. We have choice home warranty and ***** completed and electronic form for choice home warranty but refused to put his work cellphone number as he said he was quitting sears on 10/25/24. The form required this phone number so that he could get an approval within 10 minutes to proceed. However, he left and Choice needs to speak with him about some discrepancy. ***** put in the quote for repairs that it was an admiral oven and not the correct *******. I have called the **************************************************************************** back, to no avail. I did pay the sears home service diagnostic fee on day of appointment. Speaking with sears home services customer service has been frustrating as no one knows anything and continuously transfers me to someone else. Needless hours wasted.

  

  Business response

  11/12/2024

  Please see the attached response.

  Customer response

  11/13/2024

   
  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

  10/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased 3 parts from Searsdirect on Sept 20, 2024: thermostat, temp sensor, and defrost heater.The thermostat and sensor arrived, but the defrost heater did not arrive. I have now paid for the defrost heater twice and not received it. I would like a refund of $202.39.The total purchase was $174.66, and the defrost heater was $90.23 (with discount $81.21).I called several times to check on its delivery and each time they (both an automatic response as well as a live person) said it would be resolved. It did not. I called on Oct 14 to have them order from another vendor. They said they found a vendor and asked for my credit card again. The new charge was $121.18. The part has not arrived. They said they would refund the initial defrost purchase as well as the shipping costs given the delays.I would like $202.39 (121.18+81.21) refunded.The first order was W444947, (Sept 20). C097767 is the second order.

  

  Business response

  11/06/2024

  ***********************************
  
  November 6,2024
  
  
  
  
  Customer Relations
  **********************
  ************************************************************
  *******, *******; 60611
  
  
  
  Reference File # ********  ****** **
  
  
  Dear BBB Customer Relations;
  
  
  We have completed the investigation of Mr. *** complaint regarding his dissatisfaction with the fulfillment of his order from Parts Direct and his refund.
  Upon investigation, our records showed that some of the parts are on back order from the manufacturer. As per Mr. ** request, the order has been canceled.
  Order C097767 from Parts Direct was refunded for $110.41 on October *******, to the card ending in 9932. Additionally, Parts Direct Order W444947 was refunded for $87.90. This was due to a thermostat part shipped to the member with tracking number 1Z86V681YN00093366, which was delivered on September *******. Another part associated with tracking number 1Z22E3610391748844 was also delivered on the same date. Please note that it may take his card issuer 1-5 business days to post the refund to his account, depending on their policies. Since we have provided Mr. ** with his requested resolution, we have closed our file on this matter.
  We understand that Mr. ***** experienced problems and frustration with Sears Parts Direct, and we sincerely apologize for any inconvenience this has caused him. We value our customers and strive to achieve their complete satisfaction, including the resolution of any complaints in a reasonable manner. Please do not hesitate to contact me at **************************************** if you have any further questions.
  Sincerely,
  
  ****** ******
  Regulatory Complaints Specialist
  ****************************************
  
  
  

  Customer response

  11/13/2024

   
  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.

  Requested refunds were issued on Oct 30 and Oct 31.

  Sincerely,
  
  ****** **

• Initial Complaint

  10/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ordered part the took money out of bank then same day part on backorder have been trying since middle of september to get my money back every time i call they tell me give them 7 days and it will be refunded still no money i have called them 4 times with no luck

  

  Business response

  11/06/2024

  ***********************************
  
  
  November 6,2024
  
  
  
  
  Customer Relations
  **********************
  ************************************************************
  *******, *******; 60611
  
  
  
  Reference File # ********  ****** ********
  
  Dear BBB Customer Relations;
  
  
  We have completed the investigation of Mr. ********* complaint regarding his dissatisfaction with the fulfillment of his order from Parts Direct and his refund.
  Upon investigation, our records showed that the part is on back order from the manufacturer. As per Mr. ******** request, the order has been canceled.
  We have reviewed his complaint and issued a refund for order ****** for $442.54 on October 28, 2024, Refund have been issued back to his card ending in 1134.Please note that it may take his card issuer 1-5 business days to post the refund to his account, depending on their policies. Since we have provided Mr. ******** with his requested resolution, we have closed our file on this matter.
  We understand that Mr. ******** has experienced problems and frustration with Sears Parts Direct, and we sincerely apologize for any inconvenience this has caused him. We value our customers and strive to achieve their complete satisfaction, including the resolution of any complaints in a reasonable manner. Please do not hesitate to contact me at **************************************** if you have any further questions.
  Sincerely,
  
  ****** ******
  Regulatory Complaints Specialist
  ****************************************
  
  
  

• Initial Complaint

  10/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am filing a complaint regarding Sears Home Warranty and issues with my refrigerator replacement.Home Warranty Plan Number: ******** Service Order Number: SCCS9422A205 Repair Request Date: September 13, 2022 After filing a repair request, the technician deemed my refrigerator unfixable. Weeks later, I was informed that the part was unavailable, and a replacement was approved. On October 9, 2024, a Sears representative gave me the choice of a $1,392 cash payout or a replacement refrigerator. I confirmed multiple times that the replacement would be stainless steel to match my other appliances. This agreement was also reflected in my online warranty account.On October 17, 2024, a refrigerator was delivered, but it was not stainless steel as promised. It was in slate, a color that does not match my kitchen. I refused the delivery and contacted Sears to resolve the issue. After three calls, I was informed that stainless steel was no longer available, and I was only offered the cash payout. However, Sears now insists on deducting a 35% restocking fee ($487.20) for refusing the wrong item.I believe it is unreasonable to charge me a restocking fee for their mistake. I should not be penalized for rejecting a product that did not meet the agreed specifications. I request the full cash payout of $1,392 without the deduction of the restocking fee.

  

  Business response

  11/07/2024

  November 7, 2024
  
  Customer Relations
  ******* **********************
  ************************************************************
  *******, *******; 60611
  
  Re:  # ******** *********** ******
  

  Dear BBB Customer Relations:
  

  We have completed the investigation of Mr. ******* complaint regarding his dissatisfaction with the way his claim has been handled under his Sears Home Warranty plan.
  

  In order to investigate and respond, we had to reach out to Cinch Home Services. In case Mr. ****** was unaware, his Sears Home Warranty is issued and administered by HomeSure Services, **** HomeSure of ************,HomeSure Protection of ****************, or HomeSure of **************,depending on the state he lives in. All of those variations though are subsidiaries of Cinch Home Services, and Cinch provides the customer support when any customer calls into the ********************** Home Warranty line. Since Mr. ******* complaint strictly involved the administration of his contract and we have no control over that, we reached out to Cinch so that they could explain their position regarding Mr. ******* complaint and any details of any resolution they provided. We received the following response from ***** on their Escalated Customer Support Team:
  

  I checked and the claims credit check in the amount of $1392.00 was processed yesterday on check # ******. I called customer ************ and left message informing customer that they will receive the check in 7-10 business days and if they do not receive it to contact me directly.
  

  We apologize for any problems or frustrations that Mr. ****** may have experienced with Sears or with our business partners like Cinch Home Services. 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 **************************************************************************.
  
  **** ******
  Regulatory Complaints Specialist
  *********************;     

  Customer response

  11/08/2024

   
  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

  10/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing to formally lodge a complaint against Sears Home Services regarding a prolonged and unresolved freezer repair issue that has persisted for nearly five months. As a loyal customer with a Master Protection Agreement for over 30 years, I have always relied on Sears for quality service, but my recent experience has been extremely frustrating and disappointing.Despite the Master Protection Agreement promising guaranteed service, replacement guarantees, and the assurance of fixing issues on the first visit, my freezer has remained unrepaired for almost five months. I have been reimbursed for the food that was lost due to this issue, but I am now at a point where I would like to purchase my own freezer. I request that Sears provide the equivalent funds they would have allocated towards a replacement freezer or supply a new freezer directly.I am reaching out to the Better Business Bureau for assistance in resolving this matter, as it seems I have exhausted all direct communication options with Sears. I hope you can facilitate a swift resolution to this ongoing issue. I am attaching a time line of events since my freezer first went out in June.Thank you for your attention to this matter. I look forward to your support.Sincerely,***** ******** ************

  

  Business response

  11/14/2024

  BBB Customer Relations
  **********************
  ************************************************************
  *******, *******; 60611
  
  
  November 14, 2024
  
  Re: ***** ********
  Reference Number: 22441198
  
  Dear BBB Customer Relations,
  We have completed the investigation of Ms. ********* complaint regarding the freezer that still not working.
  While we understand her frustration under the terms and condition of the agreement the freezer is not qualified for a replacement. The only option we have at this time is continue repairing the freezer. We show the freezer is scheduled to be repaired on November 14, 2024.Since, our agreement with the ************************** restricts the length of time a case remain open we ask to have this matter closed.
  We apologize for any problems or frustrations that Ms. ******** may have experienced with Sears Home Services.We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints or problems whenever possible.
  
   
  Sincerely,
  
  ***** ******
  Regulatory Complaints Specialist
  Email: ******************************************************************************************

  Customer response

  11/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID *******. It is only because the technician came out and finally fixed the freezer that I agree to close this case.

  Dealing with Sears ************ was beyond frustrating. Taking over 6 months to fix a freezer is unacceptable. After the 4th reschedule, we purchased a new freezer as we had no reason to believe the old one would be fixed anytime soon.

  We plan to sell the 'fixed' freezer. I would never recommend this company to anyone. I would give it the worst rating possible. The only good thing I can say is that *** the tech that came out and finally fixed the freezer was amazing and knew his stuff.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  10/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I ordered a part on October 1, 2024. They said it was in stock and I would receive it on the 7th never received. The part asked to cancel my order. They said it takes three days. I would receive an cancellation email 6 days still nothing. Call again and got the runaround again for like the fifth time.Argued with the lady and told her I was going to file a complaint BBB and call a lawyer and she said let me see what I can do put me on hold. Then came back s*** OK *** I am giving you a refund. We will skip the cancellation notice. I will send you an email confirming your refund within one hour NEVER HEARD FROM THEM AGAIN $113.05

• Initial Complaint

  10/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sears Appliance Repair was called to send someone out to repair a range. The first ********** said it was the ignitor. Was informed it would cost $477.02. Agreed to repair. Repair was SUPPOSEDLY made. repair man never tested the range. Two days later we tried to use the range and it was NOT fixed and was actually now leaking propane. Called the same line and another ********** was sent out. Was told that the repair was not for what was wrong and that the first ********** made a mistake. Was told that the new repair would cost more than $600 dollars to which we said we would like a refund minus the visit/diagnosis fee. We were told we would get the refund. Refund was not posted after a week. Called and was told they would put in a refund request. A week went by and still no refund. Was told it is still pending. Called after another week and was told the same thing. Asked to be connected to their billing department and was told they couldn't do that. Asked to speak to a manager and was told they didn't have any available. They did say one would call me back which never happened. Left a negative review on ****** and they posted a form response to call the same number which I had already called multiple times. It is impossible to contact someone outside of a foreign call center which can't actually do anything.

  

  Business response

  11/06/2024

  November 6, 2024
  
  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 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

  
  

*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. ↩