ComplaintsforTransformco
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Complaint Details
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Initial Complaint
10/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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 attachedInitial Complaint
10/16/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
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 attachedInitial Complaint
10/16/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
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
10/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
REFRIGERATOR, KENMORE BOTTOM FREEZER PURCHASE DATE. 10-26-22 WARRANTY. ************** 7084-11067149Business response
11/12/2024
BBB Customer Relations
**********************
************************************************************
*******, *******; 60611
November 11, 2024
Re: ********. *******
Reference Number: 22430570
Dear BBB Customer Relations,
We have completed the investigations of Ms. ******** complaint regarding the refrigerator and her dissatisfaction that it was not repaired in a timely manner.
Upon receipt of this complaint the refrigerator is scheduled to be repaired and was waiting for parts to become available. We reached out to the parts team to confirmed if the part still available and if not to send it for replacement approval. It was determined that the part is no longer available and the refrigerator has been approved for a replacement under the agreement for $1880.99. A coupon code was sent to the email address we have on file so she can apply the coupon towards a replacement refrigerator directly at **************************. Since, we show the refrigerator has been approved for a replacement 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: ******************************************************************************************Initial Complaint
10/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
In May 2024 we contacted Sears Home Services to assess and repair a problem with our washing machine. The technician (*****, who left us a number of ************) indicated that some parts were needed, and that when they came in, he would return to repair the machine. We prepaid $****** at that time for the Labor ($124.95) and the parts ($363.25). This amount (******) was posted on our credit card with a date of 5/31/24.***** returned on June 14, 2024, after parts came in. He at that time determined that the parts would not, in fact, fix the problem. He suggested it was more cost-effective for us to replace the machine. He informed us that while we still had to pay for the visit/labor, he would submit a reimbursement to us for the parts. (This is documented on the e-mail receipt which we received).To this date, we have never been reimbursed. I have made numerous calls to various numbers for Sears Home Services -- to be told repeatedly slightly different versions of the same thing -- "oh, we see it. So sorry. Please wait X number of days/weeks for reimbursement to go through." Or -- "please wait and we will research it, returning your call within 3 business days." Or "you have called the wrong department; call XXXX." Once I got someone named (or so she said) *** in a "refund department." She sounded more credible, but also told me to wait 3 weeks. That was 2 months ago. I see that the phone number on record with my bank attached to the payment of $****** is "no longer in service." One person told me to send a complaint to the parent company -- I sent an email or a form of some kind, but never heard anything. We would just like our refund of $363.25.Business response
11/17/2024
November 17, 2024
BBB Customer Relations
**********************
************************************************************
*******, *******; 60611
Re: ******** **** ***********
Dear BBB Customer Relations:
After researching the service history, we found that a refund was completed on October 24, 2024. If Ms. *********** still requires assistance, a new call will need to be opened. In the interim, since a refund has been completed, we have closed our file.
We apologize to Ms. *********** for any inconvenience she has experienced and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Regulatory Complaint SpecialistCustomer response
11/18/2024
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
10/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
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 SpecialistCustomer 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
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 situationBusiness 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
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
10/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought a refrigerator through Sears and they use ****** Logistics for delivery, installation, and hauling. Delivery, installation and hauling was scheduled for 8/31. Delivery guy brought new fridge and ***orted he could not install the new one bc I needed a "valve" installed behind the fridge. He asked I call a plumber to get such valve installed. Once he left, I called a plumber. Plumber came in and informed me that I did not need a valve since valve was installed under the sink. So, I paid the plumber to disconnect old fridge and install new one. Then, I proceeded to call **************** to schedule hauling. I was told someone would call me back to schedule hauling. On 9/11, I got a call from **************** to let me know hauling guy was at my door and could not get in because there was no one home. Appointment was never schedule with me. I explained to **************** *** that I was at work. ****** *** then said she would reschedule for the following Saturday 9/14 when I was home. The day before on 9/13 I called **************** to confirm hauling for next day just to find out I was not scheduled for that day. I requested to escalate call to manager and the *** ******* *********) told me he was the regional manager and that there was no one above him. He offered to pick up old fridge on Tuesday (when I'm at work), therefore, I declined. Then, I was rescheduled for 9/21. On 9/21, I get a call from hauling guy to let me know he was on his way. He got to my house and informed me he was there to pick up my NEW FRIDGE. I refused to hand in my newly bought fridge. He, then took the old one finally. This is unacceptable. I paid for installation and hauling through Sears. They should have never scheduled business with ****************. They are disorganized and unprofessional. I am requesting a refund due to all the grievance they put me through.Business response
11/11/2024
November 11, 2024
Customer Relations
******* **********************
************************************************************
**********************
Re: *** ******
File number: 22419298
Dear BBB Customer Relations:
We have completed our investigation of Ms. ******* complaint regarding the experience she encountered with the delivery of her refrigerator and her request for a refund.
Our records indicate that Ms. ****** has a ******* manufacturers warranty covering her refrigerator. Upon receiving her complaint we contacted the delivery team regarding the delivery and haul away of her refrigerator. We were informed the old unit was already hauled away on September 21, 2024. We originally were not able to complete the set up because she had a plastic water line and did not have a shut off valve behind the refrigerator. As proof of delivery from our driver clearly shows that member have to get a plumber and get the issue fixed. The plumber may tell her that she was fine but the picture clearly shows that the water line behind the refrigerator is not within the code of construction that requires a shutoff valve at least two feet from the refrigerator. Member were originally offered the first manual work order for September 11. She was not home when the delivery team arrived unfortunately we did not have any other rescheduled until September 21, when the old unit was picked up.
On October ******** we contacted Ms. ****** via her ********************* email requesting a copy of receipt for the refrigerator purchase. Upon reviewing the receipt, we informed Ms. ******* as a courtesy, we offered to refund the $99 non-refundable delivery fee, Ms. ****** declined. We contacted her again on November 6, 2024 with the same offer with no response. Since the concession was declined, we have closed our file.
We apologize for any problems or frustrations that ********* may have experienced. We appreciate the opportunity to address this issue.
Sincerely,
***** ********
Regulatory Complaints Specialist
********************************************************************************Customer response
11/12/2024
Complaint: 22419298
I am rejecting this response because: Amount offered does not match all the aggravation they caused me.
Sincerely,
*** ******Business response
11/13/2024
November 13, 2024
Customer Relations
******* **********************
**************************************************************
***********************
Re: *** ******
File number: 22419298
Dear BBB Customer Relations:
We have completed our investigation of Ms. ******* rebuttal.
In an effort to provide Ms. ****** with a fair and reasonable resolution given the circumstance and to demonstrate our commitment to our customers, we were willing to make an offer of goodwill for customer satisfaction. However, we do not compensate for lost time/wages or the hiring of a plumber. As a courtesy, we offered to provide some compensation for a poor experience. We were willing to refund Ms. ****** the $99 non-refundable delivery. Since she has declined the offer,we will not be issuing a refund, we have closed our file.
We appreciate the opportunity to address this issue.
Sincerely,
***** ********
Regulatory Complaints Specialist
********************************************************************************Customer response
11/15/2024
Complaint: 22419298
I am rejecting this response because: the offer does not compensate all the aggravation and money they have caused me.
Sincerely,
*** ******Initial Complaint
10/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Faulty (lemon) refrigerator/freezer-from onset of purchase. +Several years of repeated refrigerator/freezer malfunction to include +2 compressors (see 1 attached receipt) ; +ice maker repair; +freezer and shelving problems-+up to 3 months wait time for parts arrival, +excess of 1K dollars of food/supplies lost; +laborious clean-up/stress of hauling- spoiled foods/drinks/supplies of -+ONGOING-continual request for replacement based on exorbitant Protection agreement warranty plan (excess of 2K in cost). Most recent Oct. 11 & 12- !!! AFTER WEEKS OF APPLIANCE INOPERABLE; HRS ON PHONE; CHATs AND TEXTs; waited all day 7 am-5 pm for 2 FAILED APPOINTMENTS. NO SHOW; NO CALL; NO SERVICE portion of chat transcript REQUEST REPLACEMENT APPLIANCE ASAP this didn't happen-Certainly! "NOT" The technician will call you when he/she is on the way and let you know the exact time of arrival. ***** 6:49:09 PM Certainly! The technician will call you when he/she is on the way and let you know the exact time of arrival. This way you can save your time.****** 6:49:18 PM I'm really sorry for that.****** 6:49:53 PM I can certainly understand your concern, I personally feel sorry for all the trouble caused for you and I will also escalate this issue to our customer solution ********************** they are our highest escalation department and we will make sure this never happens again. ****** 6:49:54 PM I look forward to a call-confirmation of MONDAY's 1st repair we have paid; waited; been w/o use of appliance ***** 6:50:45 PM I would like to apologize deeply for the continued inconveniences and would like to assure you that I have escalated it for a speedy resolution.****** 6:51:51 PM we need a working appliance- Looking forward to MONDAY's visit and replacement process once that visit is completed.Business response
10/31/2024
October 31, 2024
BBB Customer Relations
**********************
***********************************************************
*******, *******; 60611
Re: ***** *****
Reference Number: 22418341
Dear BBB Customer Relations,
We have completed the investigation of Mr. ****** complaint regarding the refrigerator.
Our record shows the repair for the refrigerator was completed on October 10, 2024.The service technician noted Replaced compressor, start relay, new svc port,deep evac, charged to spec. **** temp drop & operation. If the refrigerator still not working he can call back Home Services and set up another repair as the refrigerator is not qualified for a replacement. Since,we show the refrigerator repair was completed we have closed our file.
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. If you have any further questions,you may contact me directly via email.
Sincerely,
***** ******
Regulatory Complaints Specialist
Email: ******************************************************************************************Customer response
11/05/2024
Complaint: 22418341
I am rejecting this response because: as has been my experience, there have been no efforts to address the 'real' issue. The phone number given as an option sent me on the same circuitous, non-productive routing ending with a representative whose connection (or concern) was so poor that I was told they could not hear my communication and I was disconnected.Individual who replied to the BBB details, suggested my sending a direct email. This was completed immediately upon receipt with my concerns, request, needs, phone and email contact info. To date NO response or acknowledgement of that communication.
From: ** ***** <********************************>
Sent: Friday, November 1, 2024 12:43
To: ****************************************************************************************** <******************************************************************************************************************>
Subject: communication via BBB
Healthy, safe autumn season to all,
Thank you for your response and direct email for discussion. Please advise of your earliest convenient date and time for a phone/zoom conference. ************. I will arrange and rearrange my schedule according to your specified times to move forward on this concern.
Overall the communication system is not customer considerate. The prompts do not direct to properly address the specifics. Extremely lengthy, cumbersome holds on every call I have made/chat I have initiated. Each time calls are made, we start from square one as there seems to be no record of previous calls concerns. Even when associate names /case numbers are given, it proves ineffective.
As you have reviewed the notes on our case, we have been greatly taxed with this faulty appliance since the purchase.
According to replacement policy it is to our disadvantage that the appliance must have failed 3 times within a calendar year.
We have encountered major malfunctions (3 compressors which should not be the case with a new item). Throughout these challenges, we experienced major delays in parts, appointments, and communication. Personal health issues and surgeries compounded the issues of immediate need for ice packs; meal preparation; horrendous food loss; days of spoilage removal and cleanup.
In addition the ice maker; freezer have both required repair. Poorly designed materials caused shelving breakage, yet another repair with an extensive (6-8 weeks) for that repair.
Most recently the tracking system on freezer door failed with no access to food items. Several appointments were scheduled then cancelled. After almost 3 weeks, that repair was completed. To date, no payment response for food claim lost.
The exorbitant protection warranty fee has not served us well. I look forward to speaking with you as we have been a family of loyal customers for decades. Perhaps this will assist others and your company,
Sincerely,
Mr. & Mrs. *********************************************************************************** *****Business response
11/18/2024
November 18, 2024
BBB Customer Relations
**********************
***********************************************************
*******, *******; 60611
Re: ***** *****
Reference Number: 22418341
Dear BBB Customer Relations,
We have completed the investigation of Mr. ****** rebuttal to the complaint regarding the refrigerator.
Mrs.***** continues to send an email with her grievances regarding the refrigerator and dissatisfaction that it was not repaired in a timely manner. We appreciate the feedback and it was noted. She has concerns about her agreement which we provided her the agreement number ************ and to call the proper team that handles the agreement issue. She has concerns about food loss, inconvenience and compensations. That has been address through email. Again, Better Business Bureau does not compensate for food loss, lost time of work, away time of work and inconvenience. We have provide her the phone number ************ to contact the ********************************* for food loss. We have provided her the phone number ************ to set up another repair for the refrigerator is still not working. Since, the refrigerator repair was completed we again close this file.
Sincerely,
***** ******
Regulatory Complaints Specialist
Email: ******************************************************************************************Customer response
11/18/2024
Complaint: 22418341
I am rejecting this response because:
My concerns as listed in my communication with company re: unsatisfactory and less than professional responses according to warranty agreement including cumbersome; lengthy processes to reach appropriate representatives, The voicemail prompts are ineffective, repetitious and each department refers to another. No records seem available to each one who takes the call. We spent hours with more than 14 different representatives via phone and chat; each time supplying the basic information of name; address phone numbers. Several calls (4) were disconnected once I began to seek service.While the most recent repair was finally completed following a three-week attempt. My full payment fee for the warranty was process in 1 (ONE); yes one business day. Yet, we wait and wait (too much of a delay); two separate NO SHOWS with only a reply that once appointments are scheduled, they are adhered to-NOT so. IT was definitely not our experience. The plan seems to be: get customer payment then do as little/as late as the company sees fit. We were totally inconvenienced with no explanation or notification resulting in an additional week of delays in determining the issue/receiving necessary parts for repair, with no access to the food items, and food purchases for a total of 3 weeks. Our schedules were disrupted, our other important appointments shuffled having been given an INCONSIDERATE expected arrival time range of 7:00 am-6:00 pm (which is also too long). According to this reply, the message is we have noted the customers' concerns. Had we been 3 weeks unresponsive on our exorbitant warranty payment, I don't have to wonder what would have been the response of this company Perhaps concerns have been noted; NOT yet addressed. As mentioned via email (though I requested a phone call) with the representative, we are due compensation for- food purchases; excessive delays; and weeks of inconvenience. I look forward to someone who can honor the agreement and my request then count this closed.
Sincerely,
Mrs. ***** *****
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Contact Information
5407 Trillium Blvd Ste B120
Hoffman Estates, IL 60192-3413
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Get a QuoteCustomer Complaints Summary
6,341 total complaints in the last 3 years.
2,471 complaints closed in the last 12 months.