Complaints

This profile includes complaints for Transformco's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Transformco

  5407 Trillium Blvd Ste B120 Hoffman Estates, IL 60192-3413

  
• 

  Sears

  1040 Annapolis Mall (ANNE ARUNDEL) Annapolis, MD 21401

• 

  A & E Factory Service

  8000 National Hwy Pennsauken, NJ 08110-1414

• 

  A & E Factory Service

  8000 National Hwy Pennsauken, NJ 08110-1414

• 

  Sears

  5160 W. 81st Street (MARION) Indianapolis, IN 46268

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/02/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In December 2021, I called Sears for a refrigerator repair. I have a Master Sears Protection Agreement which I've maintained for years. A service tech came to my house and diagnosed that I needed a new compressor. He ordered the compressor and when it arrived he returned to put it in. After installation and charging the unit, the refrigerator was still not working. On December 19th, 2021, the technician stated the refrigerator had to be replaced and he called it in. Since that time I have been calling for updates and I recieve the same informaion on all my calls, (your case *******) has been escallated to management/supervisor of the replacement department and you will receive notification in 3-5 days. Every three days Since December I have called and for the past 4 months I have received the same response "in 3-5 days you will receive notification on how to get the replacement". Today is May 2 and I am sill without a refrigerator. I was told I could not replace it until I receive notification so the refrigerator is sitting in my SunRoom with the old compressor sitting on top of it. I'm really annoyed and I waste ***** minutes every three to five days with no resolution. I also written Sears Headquaters with no response. Please assist me in receiving a replacement refrigerator or compensation. Thank You!

  

  Business Response

  Date: 05/24/2022

  May 24, 2022
  
  BBB Customer Relations
  **********************
  330 ****************., Ste. #****
  *******, **  60611
  
  Reference Number: 17131250
  Re:  *************************
  
  
  Dear BBB Customer Relations,
  
  We have completed the investigations of **************** complaint.
  
  First, we would like to apologize for any inconveniences or frustration **************** 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 discovered the refrigerator had been authorized for a replacement under the agreement for $1300.00 because it was not repairable. Our record shows he chose a replacement model and scheduled to be delivered on May 31st. Since,it was our understanding the replacement refrigerator resolved his complaint we have closed our file. Should he has any additional questions or concerns she can contact me directly via email.
  
  Again, 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 Answer

  Date: 05/25/2022

   
  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 ifI receive the new refrigerator  on the 31st and the old refrigerator removed.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/02/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order placed Apr 12, 2022 @ 03:33pm The amount was $189.24 I contacted **************** 4 times for a return label and they state it takes 24 hours to receive. No *** return label has been sent to my email for a return. I've even given them a 2nd email address. My order number is W056501.

  

  Business Response

  Date: 05/09/2022

  May 9, 2022
  
  Customer Relations
  **********************
  330 ****************., Ste. #****
  *******, **  60611
  
  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 Mr. Urbans complaint regarding his dissatisfaction with the delay on the return labels for the parts ordered through Sears Parts Direct website.
  Upon receipt of Mr. Urbans complaint we reached out to our Parts Escalations team to assist with Mr. Urban concerns, and they found out that the labels were send and received it by Mr. Urban, and the parts were being received in the depot already.
  
  Charges were refunded to him on his credit card ending on **** for the amount of $173.38 for the parts and $14.99 shipping on May 5, 2022. He should be aware that it could take his card issuer anywhere from 1-5 business days to post that refund to his account depending on their policies governing refunds, and if he has not received it within that timeframe he is welcome to email me for assistance at ****************************************************. With that being said, since we did provide Mr. Urban with his requested resolution, we have closed our file.   
  
  We apologize for any problems or frustration that Mr. ************** have experienced with Sears Parts Direct.
  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

  Date:05/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called Sears Repair on 4/19/2022 to repair my washer. On the 20th, next day the Technician showed up and conducted an inspection of the machine. Upon completing his inspection he told me that the washer needed two replacement parts. Before ordering the replacement parts he offered me an appliance repair insurance that will save money . He explained that if I sign for the contract, my repairs for that day would be covered under the home warranty plan which included repair on any & all of my appliances, and if they couldnt fix it, they will replace it with a new one. He then order the parts and ask me to pay the charges but no before telling me that my dryer could catch fire because it was too dirty. This surprised me because the dryer was clean by ***************** 2 month previous to this day. Also, I did not called him to inspect my dryer but he took it upon himself to do it. He ordered the parts then asked me to sign a page in his phone, I trusted him so signed. The parts arrived and they sent another technician on the 28th of April. The new technician refused to show ID alleging he left it in the car. My nephew let him in. Upon checking the parts he prepared to repair the washer but told me that it needed at least 5 more parts. He gave no explanation as to why the first tech did not properly diagnosed the many problems. After being on the phone for awhile he told me that they couldnt fix it. Then he showed a blank page on his phone and asked to sign. I asked what was I signing, he replayed it is for a refund. I refused to sign because the page was blank plus I wanted to talk to someone about what was joking on. He then proceeded to put a **** on the same spot I was supposed to sign, then told no to worry calling because they wouldnt answer.. Then took the parts & left. I tried calling Sears but did not get any a response. I tried instant messaging with an alleged **************** representative but he told me I needed to call *************************** was sorry.

  

  Business Response

  Date: 06/09/2022

  BBB Customer Relations
  **********************
  330 ****************., Ste. #****
  *******, **  60611
  
  Re: # ******** *********************
  
  Dear BBB Customer Relations:
  
  We have completed our investigation of Ms. ******* complaint regarding her washer.
  
  We do sell the Sears branded Sears Home Warranty (***) to our customers and we believe it presents a great value to them as well as an alternative choice to the product specific protection agreement coverage we have carried for years and that we also continue to sell.
  
  It may be at the time of calling in for service or by the service technician when the customer receives the estimate for **********************. The agent or service technician will offer the customer a ********************** Branded Home Warranty (***) to cover all appliances with the first service on the currently broken appliance receiving a discount of 50%up to $150.00 in exchange for a one-year commitment to our *** that is billed in monthly installments. Once the warranty goes into effect in 30 days of enrollment all appliances are covered up to $10,000.00 with the understanding that all other appliances are in good working order at that time the warranty goes into effect.
  
  That being said our research found the following;
  
  **************** enrolled in the *** on April 20, 2022 to receive the above mentioned service discount. It is unfortunate that the first technician was not able to uncover all the parts needed in the first diagnoses but this isnt uncommon that once you start to replace parts you can find more issue that were not obvious at the first call.That being said 5 of the needed parts to complete the repair are no longer available therefore Ms. ******* charge of $202.15 she paid for the service was refunded back on to her card ending in ****. We have also requested the service warranty she purchased be canceled as well and refunded since the washer will not be covered due to a pre-existing condition.
  
  We apologize for any inconvenience. Since we have refunded **************** fully for the repair we have closed this case.
  
  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
  ***************************************************