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Initial Complaint
11/30/2021
Complaint Type:
Service or Repair Issues
Status:
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.
I used Sears ************ to repair my washer, yet after 3 months they are still not able to fix my washer but keep rescheduling my appointment. I placed the order with Sears ************ in the late August 2021 to repair my washer which I bought from other place and is out of warranty. On 9/10, one technician came, did the diagnosis, and ordered the parts. 2 weeks later on 9/28, the same technician came back to do the repair but found that it would be a two-man job. The appointment was rescheduled to 10/12. The tech came back with a help but this time they found that the parts ordered are broken. They ordered another parts. And this was the last time I heard from these technicians. After that my appointments have been rescheduled 3 times to 10/26, 11/12, and 11/29. The first 2 times (10/26 and 11/12), my technician(s) was reported sick. The most recent time, which was yesterday 11/29, was much more creative. I had appointment for 8am-12am. At 9:30AM, I got a call from the company saying that my appointment needs to be rescheduled because "the technician doesn't work in my area on Mondays". Excuse me? I was given this date and now I'm told they don't work on this day. And this is not the worst. After agreed to reschedule one more time, I got a message at 4:45pm the same day reads "knock knock? your technician arrived but no one was home" with a creepy photo of fading black. This is the most ridiculous company I have ever dealt with.
Business response
12/14/2021
December 14, 2021

Customer Relations
**********************
************************************************************

Reference File # ******** ***************

Unfortunately, due to extraordinary circumstances surrounding COVID-19 we have seen delays in all areas of customer and technical service. We are also experiencing a shortage of staff and service techs due to furloughs, the illness or the need for isolation per state mandates and/or furloughs which is seriously affecting all aspects of business. Everyone is feeling the effects of this pandemic. Please be assured that we are doing the best we can with the available resources.

D
We have completed the investigation of Ms. ***** complaint regarding her dissatisfaction with the multiple reschedules on the service of her washer
It seems that *********** was dissatisfied with our appointment availability and scheduling system.We would like to note that while we attempt to provide appointments that are convenient for our consumers and expedite the time frame when we can, it is not always possible. We would like to apologize for failing her expectations. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused her.
Upon receiving ************ complaint,contact was made with the service unit, we have been informed that her service was completed on December 7,2021. We apologized for the delay on the parts and also in scheduling. With that being said, we have closed our file. Should ************ have any additional questions or concerns, she is welcome to contact me via email at **************************************** .
We apologize for any problems or frustrations that ************ may have experienced with Sears. We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints. Please feel free to contact me at **************************************** if you have any further questions.

Sincerely,

*************************
Regulatory Complaints Specialist
Initial Complaint
11/30/2021
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We originally contacted Sears Home Services in late July, ***************************************** our KitchenAid 30" Combination Wall Oven model KOCE500EBS, which was purchased new in late August, 2016, along with a 5-year protection agreement (which has subsequently been renewed).Following our initial contact, it took a few weeks for Sears Home Services to get someone on-site to inspect the unit, and they determined that there was a defect in the control panel, which was affecting both the oven and microwave. They ordered parts, which we received directly after a period of time, then scheduled a mechanic to come out to repair.When the mechanic arrived, he took the unit apart and determined that the part we received was the wrong part. We ended up going through this same process again and the 2nd time the part was also the wrong part. The mechanic feels that they either have the wrong part number in their system or the original manufacturing used a different part. Either way, Sears has been stonewalling and not addressing the problem.Through mid-September to latest of Monday, Nov. 22nd, I have had no less than a dozen phone calls with Sears Parts Department and Sears Protection Agreement Services. On Oct. 26th they acknowledged that they needed to replace the unit and their ******************* Team would be in contact within 24 to 48 hours. This has been going on numerous phone calls where I have to follow-up, as each time no one ever calls back, despite having both a home and cell number to call.Their International call center is the only access they will allow, and they will not provide a phone number to contact their "Backend or Management Team". They leave me hanging saying someone will get back to me but doesn't. I have never received a follow-up call back despite many assurances that someone will follow-up.They have left me no choice but to file consumer complaint, yet I still have a malfunctioning appliance.Thank you, *********************************
Business response
12/28/2021
December 28, 2021

BBB Customer Relations
**********************
************************************************************

Reference Number: 16191616
Re: *********************************

Dear BBB Customer Relations,

We received and completed the investigation of Mr. *********** complaint.

First, we would like to apologize for any inconveniences or frustration Mr. *********** may have experienced in this matter. The satisfaction of our members and customers is our top priority. We value ************************ as a loyal customer and we regret the delay in resolving this issue. When we received the complaint, we reviewed the multiple repair visits for the combination wall oven and we made a determination to replace under the agreement.We reached out to him and provided him with the authorized amount and with the replacement information. Since, it was our understanding the replacement resolved his complaint we asked to have this matter closed.

We apologize for any problems or frustrations that ************************ 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: ********************************************************************************** us why here...
Customer response
12/29/2021

Complaint: 16191616

I do not want to close this issue until it has been resolved.

The challenge exists that we have a new kitchen, which was put together with the KitchenAid appliances, including a 2nd Wall Oven with the same Black Stainless Finish as the defective Micro-Combination Oven with the same style and finish. We are not interested in changing out all of the appliances to maintain the aesthetic of our new kitchen.
They will only allow for a replacement from the Sears.com website, which does not have a compatible micro/combination oven in a black stainless finish. They only have available on the website two different 30" combination micro/oven wall units. One has a clear stainless finish valued at $3999.59 pre-tax,and a black glass finish unit valued at $3899.69. Both of these are valued more than the replacement value they articulated of $3800 which is supposed to include the installation charges, hall away of old one and any applicable tax.

If we accepted their offer to order from Sears.com, it would cost us hundreds of extra dollars, and we would have to accept a different manufacturer, style and finish. This really is not acceptable either in their requirement to only go through Sears.com or the value that they offered.
I have located an identical replacement at their affiliate Sears Hometown Store within their ****, ** location. They will be able to process this replacement, but we will need a replacement number from Sears Protection Services. The **** store will provide the unit, but we will be required to pick it up, and it also does not include installation, sales taxes, nor removal of existing unit.
We would accept an offer to negotiate the replacement number and authorization code to cover the costs of the replacement and coordinate with the Sears service company (previously done by Precision Services) to install the oven. I would be able to pick the oven up from the **** store.

Sincerely,

*********************************
Business response
01/17/2022
January 17, 2022

BBB Customer Relations
**********************
************************************************************

Reference Number: 16191616
Re: *********************************

Dear BBB Customer Relations,

We received and completed the investigation of Mr. *********** rebuttal to our response.

First, we would like to apologize for any inconveniences or frustration Mr. *********** may have experienced in this matter. The satisfaction of our members and customers is our top priority. We value ************************ as a loyal customer and we regret the delay in resolving this issue. We have a confirmation from him stating he went to his local Sears Hometown store and picked up the oven microwave combination and has been installed. With this said, since it was our understanding the replacement resolved his complaint we once again closed our file.

We apologize for any problems or frustrations that ************************ 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
01/19/2022

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
11/30/2021
Complaint Type:
Service or Repair Issues
Status:
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.
Ive had Sears Home Warranty coverage for my property for several years, all of my appliances are covered through warranty and I recently upgraded 11/10/21 to the best plan coverage . I made a claim in August for my washer/dryer stack unit, had to purchase a new unit and Sears issued me a check for partial reimbursement of $1000. Ive never received the check because they sent it to the Wrong address, Ive called ************* to correct and now 4months later, no check! Also, I recently made a claim for my hot water heater, because my unit has been without heat/hot water for a week now in freezing cold temperature during the holidays, because my furnace is connected and doesnt work if the hot eater heater isnt working.
Business response
01/12/2022
BBB Customer Relations
**********************
************************************************************

Re: # ******** ***********************

Dear BBB Customer Relations:

Before going further, we do want to note that due to the ongoing COVID-19 pandemic, we are experiencing longer than normal response times to work with a representative. We have been impacted by the global supply chain shortage which has caused delays in processing concessions and benefits. The pandemic has also impacted repair services, availability of parts, and delivery of replacement products. We apologize for any delays and inconveniences resulting from this pandemic. We are doing our very best to provide the services as safely and quickly as possible including our responses to complaints such as those filed with the BBB. We appreciate everyones patience.

We would first like to point out that HomeSure Services, **** is the obligor of the Sears Home Services Home and Appliance Warranty Programs (SHS HW & AW Programs) as the obligor they would be the agency responsible for administering the contractual obligation of the Sears Home and Appliance warranty programs. HomeSure Services, **** is not a related or owned entity of Sears ******************** Sears ******* & Company or Sears Home Services (collectively Sears); the Agreement is branded with the Sears name only.
This is stated under the terms and conditions of the contract.

We forwarded this matter to HomeSure to address with **************** directly and since neither Sears nor TransformCo can affect the outcome of HomeSures findings we have closed this case.

We apologize again 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 Specialist
***************************************************
Initial Complaint
11/30/2021
Complaint Type:
Service or Repair Issues
Status:
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.
Authorization Date 8/23/21 H34323033***4***43931H Master Protection Agreement for a range/oven On 7/20/2021 H34323033***4***43931H H3235333733***1323737Hman determined that our range couldn't be H3235333733***1323737Hed.On 8/23/2021 H34323033***4***43931H approved a replacement (GE Model # ***JGB735SPSS) range with a total value of $1021.50 to be completed with in 90 days.We have communicated with ADVANTIS H34323033***4***43931H ************ and the H34323033***4***43931H INSTALLATION TEAM *************) numerous times to set up installation dates and times with *** H3238***2313333***335H with no success.The H34323033***4***43931H authorization number is 8555-41114365.The new range model was H343839353239***435Hed on 9/21/2021.Delivery, removal, and installation was scheduled with *** Appliance *************) for 10/11/2021 , 10/25/2021,11/3/2021, 11/30/2021.Nothing has been delivered, removed, or installed as of 11/ 30/2021.There is no response when calling the *** phone number for assistance.
Business response
01/13/2022
January 13, 2022

Customer Relations
**********************
************************************************

Re: ******** ***********************

Dear BBB Customer Relations:

We have completed the investigation of ****************** complaint regarding the delay in receiving her purchase agreement replacement.

After reviewing ***************** complaint and our records, we were able to determine that due to the pandemic, productivity and shipping has been delayed and is some cases ceased from the manufacture. We have been impacted by the global supply chain shortage which has caused delays in processing. Unfortunately we do not have empowerment over the manufacture with orders, productivity and freight shipping. We apologize and appreciate our valued customers patience.

At this time, we have reached out to the manufacture to request the shipping for ****************** order. Once we receive a response, we will reach out to ****************** and provide her the next available delivery date. 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,

*******************
Regulatory Specialist,Regulatory Complaints
Transformco LLC
imx integrated member experience

Customer response
01/14/2022

Complaint: 16191552

I am rejecting this response because: It has been 8 months, with 8 cancelled delivery dates, and we still do not have the product.
In talks with Sears Advantis scheduling we still cannot get a firm delivery date.

we will advise when we have received the product, the old one has been removed, and the new range is installed and operational.

thank you for your assistance in this matter.

Sincerely,

***********************
Initial Complaint
11/30/2021
Complaint Type:
Service or Repair Issues
Status:
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.
Sears claims #*******.Part # *****-0002304-00- Valve Sears New Refrigerator started to flood my kitchen. The sears Tech did not arrive till 5 days later on Sept 7 2021. A *** Tech came to the house He located a leak in the Inlet Valve, at that time he ordered the part. On sept 24 we called ****************,because Part did not arrive. **************** told us that the part was unavailable, they would backorder it.They told us that six were in the pipeline. On Oct 12th we called **************** again, they told us that the part was unavailable they would refer it for a new refrigerator, to replace he Kenmore 2500/5000. No response Called twice more in November, they told us that the part was not covered under the Warranty we paid out of pocket for the part even though The refrigerator was still under Mfgs warranty and we purchase an Extended Warranty also. We are 74 years old, we need ice and water since I've been purchasing since Sep. My husband has a Heart Condition and both are nerves are frazzled by the treatment Sears has given us. It seems that 4 months is adequate time to resolve this problem.
Business response
12/21/2021

December 21, 2021

Better Business Bureau
Customer Relations
************************************************************************************************************

Reference File # ******** *************************

Dear BBB Customer Relations:

We have completed the investigation of ******************** complaint regarding her dissatisfaction that the repair on her refrigerator has not been completed in a timely manner.

Before going further, we do want to note that due to the ongoing COVID-19 pandemic, we are experiencing longer than normal response times to work with a representative. We have been impacted by the global supply chain shortage which has caused delays in processing concessions and benefits. The pandemic has also impacted repair services, availability of parts, and delivery of replacement products. We apologize for any delays and inconveniences resulting from this pandemic. We are doing our very best to provide the services as safely and quickly as possible including our responses to complaints such as those filed with the BBB. We appreciate everyones patience.

We reviewed the service order related to ******************** refrigerator and found that the parts were on back order from the manufacturer, which delayed the repair. Due to the long delay, on November 12, 2021 the refrigerator was authorized for a replacement through her protection agreement. The replacement refrigerator has been ordered and is scheduled for delivery on January 7, 2021. With that being said, since we have addressed the issue brought forth in ******************** complaint, we have closed our file.

We apologize for any problems or frustrations that ****************** 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
11/30/2021
Complaint Type:
Customer Service Issues
Status:
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.
Have a **** refrigerator and had a repair person come out. He spent 8 minutes in my garage and charged $99.He ordered a fan and drove away. Sent an email and it showed we were going to be charged $535.00 more to fix it. This was about 10 minutes after he left. We immediately called and cancelled the appt. We were assured the appt was cancelled and the part was cancelled. 3 days later the part arrived. And, they charged my credit card. Now they are telling me I will not get a refund until that part is returned. I have been calling and calling and they just keep giving me the run around. No refund and no one will pick up the part. Plus I don't feel I shouldpay $99 for 8 minutes of time. That equates to $600/hour!
Business response
12/15/2021
December 15,2021

Customer Relations
**********************
************************************************************

Re: # ******** ***********************************

COVID-19 Impacts: Due to the ongoing COVID -19 pandemic, we are experiencing longer than normal response times to work with a representative. We have been impacted by the global supply chain shortage which has caused delays in processing concessions and benefits. The pandemic has also impacted repair services, availability of parts, and delivery of replacement products. We apologize for any delays and inconveniences resulting from this pandemic. We are doing our very best to provide the services as safely and quickly as possible. We appreciate your patience.

Dear BBB Customer Relations,

We have completed the investigation of Ms. ************ complaint regarding her dissatisfaction with the repairs on her refrigerator.

Upon receiving Ms. ************ complaint,we reviewed the notes in the service order regarding her refrigerator repairs. Since it appears that ************************** canceled the service and the order for the parts, we submitted a refund request for $459.92, the refund was processed on December 12, 2021. The trip charges are not refundable, we make it clear that if the estimate is accepted then the estimate is the only amount due, and if it is declined, then we will at least collect our non-refundable $99.00 trip/diagnostic fee. This helps cover our expenses to travel to the consumers home and provide this service. Once we are in the home, we can assess what is or is not covered under warranty. With that being said,since we did provide ************************** with her requested resolution, we have closed our file.

We apologize for any problems or frustrations that ************************** may have experienced with Sears. We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints. Please feel free to contact me at **************************************** if you have any further questions.

Sincerely,

*************************
Regulatory Complaints Specialist
Initial Complaint
11/30/2021
Complaint Type:
Service or Repair Issues
Status:
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.
On Nov 28th 2019 I bought 2 separate refridgerators from Sears. Both were different model refridgerators. After about 6 months I noticed the refriderators were starting to run warm, but I checked the internal temperature settings and it said it was 33 degress so I didn't worry. Well, in October 2020 through January of 2021 food started spoiling & my roomates kept saying food was going bad. I checked the temperature inside the frigde & noticed it said 33 degrees & didn't think anything of it. I was mistaken as that was not a live temperature, but the 33 degrees was what I desired it to be & the real termperature inside the fridge was room temperature. I called Sears as this was happening on two completely different fridges at the same time & wanted a replacement, obviously. I got on the phone with ***************************** said to but this extended ************* would cover anything wrong with the fridge, so I did. What I didn't know was it was through A&E which is some warranty sub-brand off Sears. Anyways, what would happen with the fridges is frost would build up in the freezer on the fan that blows cold air to the fridge and frost would block cold air from going in the fridge. Every 2-3 months, fridge would stop working & we'd lose the food in the fridge, it'd get thrown in the garbage. I have so far paid $599.91 for the *************** come every 2-3 months to take everything out of my fridge to defrost the freezer with a steamer & replace the fan if it chipped on the encroaching ice. I have to take off time from work to be home for this. So, after 3 trips of the same issue, I asked them to replace it, since of course, I have the warranty. They said since it's a structural issue, not a mechanical one, they will not replace it. They are ignoring me as the ice maker in the upstairs fridge is broken. I also researched online & learned a ******* new ****** investigated the class action lawsuit on this. I call but get stuck being transferred until they hang up.
Business response
01/11/2022

BBB Customer Relations
**********************
330 ****************, Ste. #****
*******, ** 60611

Re: ******** - *********************************

Dear BBB Customer Relations

**Due to extraordinary circumstances surrounding COVID-19 we have seen delays in all areas of customer and technical service. We are also experiencing a shortage of staff and service techs due to the illness or the need for isolation per state mandates and/or furloughs which is seriously effecting all aspects of business. Everyone is feeling the effects of this pandemic. Please be assured that we are doing the best we can with the available resources. **

TransformCo received Mr. ********** complaint via an Attorney Demand and it was addressed by our legal department. This office may not comment on this situation therefore we have closed this case since ********************** has obtained an attorney.

We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.

Sincerely,

********************************
Regulatory Complaint Specialist
***************************************************
Customer response
01/13/2022

Complaint: ********

I am rejecting this response because: I have not obtained an attorney, one just wrote me a letter. I need my refridgerators replaced as the fault is not my own and the warranty guys say it's a manufacturer's defect.

Sincerely,

*********************************
Business response
02/17/2022
BBB Customer Relations
**********************
330 ******************., Ste. #****
*******, ** 60611

Re: # ******** - *********************************

Dear BBB Customer Relations:

We have completed the investigation of Mr. ********** rebuttal.

Transform Co Legal department did receive an Attorney Demand letter on behalf of **********************. This letter was addressed by TransformCos legal team. Since ********************** did involve an attorney and this complaint was addressed by our legal team the BBB case will remain closed and we refer ********************** to his attorney to address the reply he received. This case will remain closed.

We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.

Sincerely,

********************************
Regulatory Complaint Specialist
***************************************************
Initial Complaint
11/29/2021
Complaint Type:
Service or Repair Issues
Status:
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.
We had Sears come out to service our GE laundry center. The initial servicer recognized electrical issues with the neutral, which has subsequently been fixed. Instead of recommending that they come back after the electrical issue was fixed, the service person recommended a full replacement of the motor of the washing unit even though he couldnt properly diagnose the issue without the electrical issue being resolved first. We took him at his word being the professional and he ordered the parts.After 2 weeks the same technician came back out to complete the work. His first statement when he arrived on site was I was really hoping these parts hadnt come in because I really dont want to do this job. During his service he was complaining about having to do the job we hired him to do and then asked us for our personal towels to clean up the mess he made. Meanwhile after he finished it still wasnt working and he made no effort to further diagnose and left the machine not functioning after closing out the work order.We called and filed a complaint with Sears about this technician and requested an additional repair with a different technician. This technician was able to come out and diagnose the problem as being a compromised circuit board. He stated the previous technician should not have ordered or recommended any repairs until he could properly diagnose the issue after the electrical work had been completed. He then recommended I ordered the part and installed it myself to save some money.We decided to wait and think about our options before calling them again to make the repair. We set up an appointment 2 weeks out, the repair person the scheduled couldnt fix washer/dryers. They rescheduled 2 more weeks out and cancelled because all of their technicians that fix washer/dryers in the area quit. $1300 later and we still need to buy a whole new unit. We want our money back because they were misleading and unprofessional.
Business response
12/26/2021
December 26, 2021

***********************
Better Business Bureau
***********************************************************

Re: # ******** *************************
Dear BBB Customer Relations:

We have completed the investigation of Mr. ******** complaint regarding the problems he encountered with the repairs on his laundry center.

Upon receiving Mr. ******** complaint, we contacted the local service unit for assistance. ************ who is the Territory Manager for the area, subsequently spoke with both technicians that serviced Mr. ******** laundry center. Stated, was that the issue was with Mr. ******** electrical box. It would come on and work intermittently and if the breaker kicked,you could reset it and it would work temporarily. He also informed the member that someone did need to look into the issue with the electrical problem and left the motor unplugged because electrical work needed to be done. On October 22, 2021, when the second technician went back out, the electrical issue still had not been resolved. The technician tried plugging in the motor that had been installed previously and the same issue as prior occurred where it would kick the breaker and then need to be reset. They both stated that nothing had been done to resolve the issue from the time the first technician was there on October 11 and the second technician was out on October 22. The issue is not with the repair that was done,but rather Mr. ******** electrical box. If ****************** has resolved the problem we are willing to return and re-diagnose the issue. In the interim, we will consider Mr. ******** matter closed, pending his response.
We apologize to ****************** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.

*********************
Regulatory Complaints Specialist
O: ************
Transform SR *********************************
Customer response
12/27/2021

Complaint: 16188818

I am rejecting this response because: the electrical issue had been repaired by the time that the second technician had come out. The second technician informed us that the issue was with the circuit board and that he could order the part and replace it should we so choose. He also informed us that the initial technician should have never performed the repair because there was no way he should have diagnosed the first repair because of the pre-existing electrical issue and there was a good chance the repair he completed was unnecessary. Given then experience with the first technician with whom we lodged a complaint with Sears about, I believe that we were taken advantage of and paid for a repair that was unnecessary. I believe that the initial repair was the result of predatory business practices.
We also scheduled 2 appointments with them after the second technician he come out and both were cancelled the day of the scheduled appointment. The second of which we were told that they could not reschedule due to no longer have technicians in our local area. We reached out to other creosote service companies and none of them would take the job because Sears already completed and ineffective repair. We ended up purchasing new units because we had been almost 3 months without a washer and dryer and feel we should get our money back for the repairs and extremely poor service and experience.
Sincerely,

*************************
Business response
01/17/2022
January 17, 2022

***********************
Better Business Bureau
***********************************************************

Re: # ******** *************************
Dear BBB Customer Relations:

We have completed the investigation of Mr. ******** rebuttal to the response we previously sent.

We have reviewed both our response and Mr. ******** rebuttal, and we do not find that he has brought any new information to his complaint. The first technician that was dispatched to Mr. ******** home is a senior technician whose opinion we trust on matters along with his findings. This particular technician was also the person who recognized the issue with the breaker box to begin with. In light of the aforementioned information, we have closed our file once again.
We apologize to ****************** and appreciate the opportunity to address this matter.

*********************
Regulatory Complaints Specialist
O: ************
Transform SR *********************************

Customer response
01/19/2022

Complaint: 16188818

I am rejecting this response because:
The issue of two conflicting technicians was never addressed and there seems to be a misunderstanding that the electrical issue was fixed before the initial repair was completed. The senior technician made a mess and asked for our personal towels to clean it up which he barely did. He also walked into the house on the day the repair was completed stating that he was hoping that the parts hadnt arrived because he did not want to complete the repair. He was complaining the entire time he was at our house and was extremely crass and unprofessional. So please excuse us for not trusting this man to complete the repair. The machine still didnt work after the initial repair was completed.
The second technician that was sent literally stated that the previous repair person should not have diagnosed let alone repaired this machine until the electrical issue was fixed. And then since then the repair service cancelled our appointment on the day off on 2 back to back occasions. So I reject the attempt to brush this off because not only now is the becoming financially burdensome it also emotionally damaging.

Sincerely,

*************************
Initial Complaint
11/29/2021
Complaint Type:
Service or Repair Issues
Status:
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.
Date 11/26/2021 Time: Appox. 8 am A service team member from Sears Home Services came to repair the Maytag washer in my home. After some analysis he determined that the issue was the water pump and then stated that he had one in his truck. He proceeded to installed the pump and then declared that the washer was fixed. No test was performed in front of me. He then stated that I should wash a small load of clothes to make sure everything was OK, and he was on his way to ******. He left and I was not given a receipt. I then washed a small load and the washer is still not functional (does not spin the water out and the sensor lights are not working). I called back and was told that no one would be able to come out again until January 5, 2022. That means I would be without a means to wash my clothing for over 2 months.
Business response
12/16/2021
December 16, 2021

***********************
Better Business Bureau
***********************************************************

Re: # ******** - ***********************
Dear BBB Customer Relations:

We have completed the investigation of Ms. ******** complaint regarding the problems she encountered with the repairs on her washing machine.
It is regrettable that we failed Ms. ******** expectations in regards to the recent repair. We value her patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrations. Additionally, we would like to assure her that we appreciate her feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused her.

After reviewing Ms. ******** complaint, contact was made with her in an attempt to schedule service. We were informed that she purchased another washing machine and therefore, no longer was in need of service. In the interim, since ****************** no longer needs her washer repaired, we respectfully asked to have this matter closed.
We apologize to ****************** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
*********************
REGULATORY SPECIALIST, Regulatory Complaints
O: ************
Transform SR *********************************
Initial Complaint
11/29/2021
Complaint Type:
Service or Repair Issues
Status:
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.
A service to repair a microwave was ordered about 6 months ago. The Sears technicians came home 3 times and returned back without fixing the issue. Two times, the technician stated they didn't have the expertise to repair the issue. The 3rd time , he asked us to have another person to help him repairing the issue. I called the ***************** where I have been told the issue will be escalated again.The company representatives do not have the essence of time to understand the customers need.I need the company to immediately fix the issue or identify another company that *** have a better expertise to repair the issue.
Business response
12/16/2021
December 16, 2021

***********************
Better Business Bureau
***********************************************************

Re: # ******** ***********************
Dear BBB Customer Relations:
We have completed the investigation of Ms. ******* complaint regarding the problems she encountered with the repairs on her microwave.

Upon reviewing Ms. ******* complaint, we found that she had a warranty on her microwave with ** Electronics and they were the ones that contracted for Sears Home Services to repair her microwave. That being said, the repairs were completed as of December 10, 2021. Should **************** have any additional questions or concerns,she is welcome to contact me via email at ************************************************.

We apologize to **************** and appreciate the opportunity to address this matter.

*********************
REGULATORY SPECIALIST, Regulatory Complaints
O: ************
Transform SR *********************************
Customer response
12/17/2021

Complaint: 16185972

I am rejecting this response because the issue has never been resolved. The Sears repair contractors came to my house to check the microwave and returned back stealing a part that was sent to help the repair. The microwave issue has not been resolved. It appears as Sears doesnt have contractors that are able either to repair or to replace a microwave. I appreciate, if this complaint is further escalated further investigated. I am very much frustrated and disappointed . Even worse is their lie to the BBB that states the complaint has been resolved! Again, we kindly ask the issue to be resolved as urgent as possible!

Sincerely,

***********************
Business response
12/21/2021
December 21, 2021

***********************
Better Business Bureau
***********************************************************

Re: # ******** ***********************
Dear BBB Customer Relations:
We have completed the investigation of Ms. ******* complaint regarding the problems she encountered with the repairs on her microwave.

We have reviewed both our response and Ms. ******* rebuttal, and we do not find that she has brought any new information to her complaint. As stated previously, Ms. ******* warranty on her microwave is with ** Electronics. If she is seeking a replacement, she should speak with her warranty provider, **. In light of the aforementioned information, we have closed our file once again.
We apologize to **************** and appreciate the opportunity to address this matter.

*********************
REGULATORY SPECIALIST, Regulatory Complaints
O: ************
Transform SR *********************************

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