ComplaintsforTransformco

• Initial Complaint

  10/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am submitting this complaint regarding Sears refund policy. A refund request was submitted 14 days ago as a result of a cancelled service order. A repair technician came to repair my refrigerator on 10/3/24 but did not have the parts to make the repair. He said hed return on 10/14/24 to make the repair but I had to pay over $400 first in order for him to come back. I paid him with my debit card. After he left I immediately called customer service and cancelled the service order and requested a refund. No parts were ordered and no repairs were made. I was told that the refund would take 7 days. I waited 7 days and called back. I was then told it would take 14 days. I waited 14 days and called back to check the status of my refund. Today I called and I am now being told itll take 21 days. Every time I call Im given different information. The representatives arent knowledgeable and they refuse to let you speak with a supervisor. I just want my money back.

  

  Business response

  11/06/2024

  ***********************************
  
  
  November 6, 2024
  
  
  
  Customer Relations
  **********************
  ************************************************************
  *******,*******; 60611
  
  
  Reference File # ******** - ******* *******
  
  
  Dear BBB Customer Relations;  
  
  
  We have completed the investigation into Ms ******** complaint regarding the delay in the refund for the service on her refrigerator.
  
  We discovered that our service for ******************************** was canceled. However, the service call was closed incorrectly,and a refund was not generated. We understand that this has been a frustrating experience for Mr. ******* and we want to assure her that we have processed the refund of $308.40 back to her card ending on 9653 on November 6, 2024. The trip charges are no refundable.
  .Please note that it may take his card issuer 1-5 business days to post the refund to her account, depending on their policies. Since we have provided Ms. ******* with her requested resolution, we have closed our file on this matter.
   We apologize for any problems or frustrations that Mr. ******* may have experienced with Sears ********************. We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints or problems whenever possible
  
  
  Sincerely,
  
  
  ****** ******
  Regulatory Complaints Specialist
  

• Initial Complaint

  10/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To Whom It May Concern:I purchased a Sears Appliance Warranty on 01/10/2022. The contract number is ********. I currently pay ***** per month.I was deceived into thinking I was buying a top-quality Sears warranty, but I actually was buying a terrible quality warranty (CINCH). We had a problem with our microwave/oven unit. We filed a claim with Sears on March 25, 2024 and made a deductible payment of ******. Our first scheduled service appointment was for April 2nd, 2024. As of October 16, 2024, our microwave/oven unit is still not fixed.After our first appointment on April 2, 2024, I spent around 13 hours on the phone trying to find our missing parts and get answers. Over the last 2 months ********************** we have had 8 appointments scheduled and our microwave is still not fixed. Between April-August of 2024, 12 appointments were scheduled. 4 of those appointments scheduled, no technician ever showed up. We were never given the manager's number even after we asked many times. Not one technician had any information about our repair from previous visits. For months, we were waiting on parts for the microwave. Not one technician knew anything about the parts. After the parts supposedly had all arrived by the end of August, a technician came to repair it. My husband watched the technician remove the oven door and drop it multiple times causing damage to our cabinet and molding. The technician initially denied he caused the damage; we filed a claim. My husband has a herniated disc in his back, but felt obligated to help lift the door. In addition to the technician causing damage, the technician did not have the knowledge on how to put the oven door back on. The technician finally gave up and my husband helped him to lay the door down. It was there for two weeks. Appointments came and got cancelled, parts were missing, helpers didn't show ********, cancelled appointment because they have no helper. Rescheduled for Friday. Will it ever happen?

  

  Business response

  11/06/2024

  See attached

• Initial Complaint

  10/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I initially called the warranty company on July 12 as fridge wasn't cooling. They sent someone out on July 19 to repair. They had to order parts & scheduled the repair for 3 weeks later. The parts arrived, but after texting me multiple appt confirmations, Sears cancelled & rescheduled for another 2 weeks later. This time they showed and made the repair. The next day, the fridge still wasn't working so they gave yet another appointment for 2 weeks later. They showed up and reordered the SAME parts as they had the first time & that was over a month ago i asked if they could just give us funds towards a replacement but the tech said if they could order parts thaty had to do that. They scheduled and confirmed and reconfirmed the appt for another 2 weeks out and on the day of the appt - after having waited several hours, they cancelled and rescheduled yet again. That appt was for today - exact same situation - it was confirmed and reconfirmed and and then cancelled yet again - after I rearranged my entire day to be here for them. I don't think the fridge is repairable and why they think that replacing the same parts that they already replaced will fix it is beyond me. It has already cost them quite a bit and has wasted a great deal of my time and theirs. Meanwhile i have been WITHOUT a fridge for over 4 months!! I think they tried to repair it and now its time for them to make some kind of payout to me to replace this fridge rather than continuing to repair an 11 year old appliance that they have already unsuccessfully repaired. By my next appt (if they show up) it will be 5 months!! This is not good customer *********** have asked them to escalate the issue to management but thus far, it hasn't happened. Needless to say it is very frustrating & not good customer service at all. I think there needs to be a time frame as to how long one is expected to wait for a repair - the parts are here, but evidently the techs truck has broken down on all 3 days of my appointment!

  

  Business response

  11/06/2024

  See attached

• Initial Complaint

  10/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Sears home warranty has Sears home services doing repairs on my oven. Parts have been ordered but technicians keep not showing up. The technicians report that they have shown up to the appointment and say they need more parts and order more parts without ever being there which buys them another 14 business days to get a part that was never needed and do the same thing over and over. I had this same problem with the same company last year with my refrigerator that took 8 months to settle the issue. We are currently almost 3 months into this issue with the oven.

  

  Business response

  11/06/2024

  See attached

• Initial Complaint

  10/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered parts and got confirmation from Sears on April 4 2024.Order was not delivered since, order status did not change since.Several calls to customer service to cancel and refund to no avail, despite "escalation".

  

  Business response

  11/02/2024

  ***********************************
  
  November 2,2024
  
  
  
  
  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 W192880 for $938.57 on October 29, 2024, Refund have been issued back to his card ending in 6454.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

  10/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I recently contacted SEARS HOME Service to REPAIR my washer. During my initial call, I provided a detailed explanation of the issue and even sent pictures of the washer, which were later overlooked by the technician. When the technician arrived at my home, he informed me that he lacked experience with GE washers and advised me to contact a GE specialist instead. Since no repair was attempted, I requested not to be charged, as the job required a GE technician. Despite this, I was charged $127.63 after the technician insisted, I sign.On August 30, 2024, I followed up with SEARS HOME Service to report that the technician was unable to repair the washer and confirmed that a GE specialist was required. I requested a refund. Additionally, I received an email from SEARS (attached) claiming that only a diagnostic fee was charged, but this is incorrect. The diagnostic fee had already been waived, as shown on the attached receipt and email, and the $127.63 charge was for PARTS AND LABOR, which were not provided. Kindly refer to the receipt for the cost details. Since the technician was not qualified to perform the necessary repairs, no work was done. Despite this, my request for a refund of the $127.63 was denied.I believe the Sears technician was not the appropriate person to repair the Washer, and I respectfully request BBB's assistance in obtaining a refund of $127.63 from SEARS.Thank you for your attention to this matter.

  

  Business response

  11/09/2024

  ***********************************
  
  
  November 9, 2024
  
  
  
  
  Customer Relations
  **********************
  ************************************************************
  *******,*******; 60611
  
  
  Reference File # ******** - ** ******
  
  
  Dear BBB Customer Relations;  
  
  Thank you for the opportunity to address Mr. ******* concerns regarding the recent diagnostic service on his washer. After a thorough review of his complaint, we would like to share our findings and outline the steps we have taken to address his concerns.
  As part of our service policy, our labor charge includes a non-refundable trip and diagnostic fee, which we disclose to all customers prior to scheduling service.However, recognizing that Mr. ******* issue was not fully resolved to his satisfaction, we have issued a courtesy refund of $127.63 to his card ending in 2936 on November 8, 2024. Please allow 3-5 business days for this refund to post, depending on the policies of his financial institution.
  We apologize for any inconvenience or frustration this experience may have ********* Sears ********************, we are committed to providing quality service and addressing our customers concerns whenever possible. With this refund, we consider the matter resolved and have closed the case.
  
  Sincerely,
  
  
  ****** ******
  Regulatory Complaints Specialist
  

  Customer response

  11/11/2024

   
  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

  10/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have Sears protection and dishwasher was looked at on August first and needed part. Part is not available so I was to get a replacement to fix the problem but as of today I have not gotten this problem resolved. I need my dishwasher so I can have sterilized cooking and eating utensils. Please fix this situation

  

  Business response

  11/06/2024

  November 6,2024
  
  
  Customer Relations
  ******* **********************
  ****************************************************************************************************************
  
  
  Re:  ****** *********
        File Number 22420390 
  
  Dear BBB Customer Relations:
  
  
  We have completed our investigation of Ms. ********** complaint regarding the repair she required for her Whirlpool dishwasher.   
  Upon receiving her complaint, we contacted the local service unit for assistance.  Our records indicate that the technician completed the repair on the dishwasher on November 5, 2024.  Per the technician: Replaced previously ordered parts.  Since we have confirmed the repair is complete, we have closed our file.
  We apologize for any problems or frustrations that Ms. ********* may have experienced.  We appreciate the opportunity to address this issue.  
  
  
  Sincerely,
  
  ***** ********
  Regulatory Complaints Specialist
  ********************************************************************************

• Initial Complaint

  10/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid for a diagnosis, and the technician told me that ******************************* just needed to be reset, Then, he says that I needed to buy a new ******************************* and the estimate for the parts and repair would be $580 or $585.I told him that was what the washer cost me in the first place, and I was not going to pay that much for repairs. He charged me a diagnostic fee of $129.00, after telling me that the ******************************* was the problem, and I ordered one for $202.14. However, I discovered on my very own, that the only problem is that the power button is stuck.I tried to cancel the order for the part TWICE, and sears isn't cancelling my order, even though they already took it from my credit card, and they don't have the part, anyway, They owe me $129 PLUS $202.14. I want my money back for defective technician, and because I tried to cancel the order twice, and they won't cancel it or refund my money, despite NOT having the part in stock. 

  

  Business response

  11/03/2024

  ***********************************
  
  
  November 3,2024
  
  
  
  
  Customer Relations
  **********************
  ************************************************************
  *******, *******; 60611
  
  
  
  Reference File # ********  ***** *******
  
  
  Dear BBB Customer Relations;
  
  
  We have completed the investigation of Ms. ******** 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 Ms. ******* request, the order has been canceled.
  We have reviewed her complaint and issued a refund for the part order W466831 for $183.36 on October 14, 2024, Refund have been issued back to her card ending in 2546. Please note that it may take her card issuer 1-5 business days to post the refund to her account, depending on their policies. We also have issued the refund for the trip charges. Since we have provided Ms. ******* with her requested resolution, we have closed our file on this matter.
  We understand that Ms. ******* 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

  10/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Successfully created an order on 05/15/2024 for a replacement refrigerator under the Sears Master Protection Agreement. A Certificate was used and I paid an additional $474.10. The delivery was scheduled for 05/31/2024. NO SHOW. When I called, I was informed it was probably a glitch in their system that did not cancel the appointment. I was informed that there was a delay obtaining the refrigerator from the manufacturer. It is October with no results. It has been 5 months of Not in the warehouse and 14 months since the refrigerator was deemed not repairable. I am requesting a check for $1,782.10 which includes the $1,159.99 Replacement Cost, $474.10 additional charge to my credit card, $99 delivery fee and $50 removal fee which are waived costs as part of the agreement.

  

  Business response

  11/06/2024

  November 6,2024
  
  
  Customer Relations
  ******* **********************
  **************************************************************
  ***********************
  
  
  Re:  ******* *******
        File Number 22413469 
  
  Dear BBB Customer Relations:
  
  
  We have completed our investigation of Mr. ******** complaint regarding the problems he encountered regarding the delayed delivery of his replacement refrigerator.     
  Upon receiving her complaint, we contacted the delivery team for assistance.  Our records indicate that the refrigerator delivery was completed on November 5, 2024.  With that said, we have closed our file.
  We apologize for any problems or frustrations that Mr. ******* may have experienced.  We appreciate the opportunity to address this issue.  
  
  
  Sincerely,
  
  ***** ********
  Regulatory Complaints Specialist
  ********************************************************************************

  Customer response

  11/15/2024

  Better Business Bureau:
  
  I would like to thank the Better Business Bureau for their assistance to resolve this issue. It has been over one year since our refrigerator was identified by the Sears technician as unrepairable. Due to BBB's efforts I received an automated VOICEMAIL on November 3rd at 6:24pm alerting me of a two hour delivery window the following day for the purchased replacement refrigerator.  In typical fashion for Sears (Transformco), I was not contacted by email or by phone prior to the appointment.  Fortunately, I saw the VOICEMAIL  and one of us was available to prepare to receive the refrigerator.  It was delivered and installed on November 4th. The successful order date was May 15th, so it took almost 6 months to make the delivery. At least a hundred hour were spent over this last year with different departments within the Sears (Transformco) organization without success.  All our thanks goes to BBB for their success.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  10/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had nothing but problems with sears for getting things fixed with my washer/dryer combo since March of 2024, now they have said the problems going on with it are NOT fixable and that it needs to be replaced per tech Nelzon and then also was in contact with ******* which is another lead tech and they from there said that ***** ******** will be handling my replacement from here on out and I've been in contact with him now since Sept 25th and all he's said is he has escalated the issue but again now he's not responding and I've been without a washer for over 2 months with having 6 people in my house and having to lug everything back and 4th to the laundry mat is a pain, on top of having a warranty that has done absolutely nothing for me because I haven't had much use of my washer since March and this is ridiculous!!! I call in and get no help and have techs numbers and they don't want to help either so now I'm stuck with no washer and wasted more money on a warranty that will be expiring come December so I feel this is a game and wasting $50 a week at the laundry mat that they are also saying they cant reimburse me anymore but $50!!! The customer service is terrible and no one ever wants to help, all my issues are documented with sears under my address and other techs have seen this. All I've herd for almost 2 months is there trying to get this replaced but its never taken this long for a replacement any other time so i would like help with a replacement, reimbursement for 6 months of having to go to the laundry mat and another extended warranty that I don't have to pay for cause this years got me no where and without a washer/dryer. Please help me!!!!!!  

  

  Business response

  11/06/2024

  
  BBB Customer Relations
  **********************
  **************************************************************
  *******, *******; 60611
  
  
  November 6, 2024
  
  Re: **** ******
  Reference Number: 22412609
  
  Dear BBB Customer Relations,
  We have completed the investigations of Ms. ******* complaint regarding the washer/laundry center authorized amount and that it was not satisfactory.
  Upon receipt of this complaint we discovered the washer/laundry center authorized amount has been approved for increased. Ms. ****** was approved for $ ****** originally and has been increased to $ 1282.49.Since, we show the authorized amount had been adjusted 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: ******************************************************************************************

*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. ↩