ComplaintsforTransformco

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Initial Complaint
11/07/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
In early May 2024 my Craftsman riding mower stopped working. I put in a call to Sears Home Services, with whom I had a service agreement for this machine since purchased. The technician came out to my home on the 13th of May to diagnose the issue via order #*************** and realized my machine needed a new engine. Parts were ordered and received by me prior to the next technician visit on May 28th, when the engine was replaced and I was given an invoice of $0.00 due to the parts and labor being covered under my warranty.Five months later on October 14th, I received an email from Sears Home Services requesting payment for services provided. My wife immediately contacted the phone number provided to advise that this service was covered by our warranty and was told there was a glitch in our system that day and the services should not have been covered". She advised that we held the warranty and invoice with a $0 balance due and that I would not be providing payment and was told that the issue would need to be escalated. Two weeks later on the 25th I received a notice with payment request and information on how to dispute the claim at which time I did provide a written dispute to *************. On October 31st we received another copy of the May 28th repair invoice via email with a $0 balance, which I presumed meant that the issue was resolved, until receiving the email on November 6th, again requesting payment.I have attached all documentation to date, including what was shared in my certified correspondence to *************. At this point I would like to ask that these charges be removed from our account as they should never have been charged.
Initial Complaint
10/29/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased an item through Sears marketplace on 8/27/24 with an expected delivery date of 10/10. I received an email on 10/9 saying the item had shipped and provided a tracking number. The tracking number cannot be clicked or viewed. It is now 10/29 and the item has not been delivered. I contacted the seller through Sears Marketplace on 10/23 and there has been no reply. I tried to make a claim on the order through the Sears Marketplace Guarantee, but the instructions state to click on a link that does not exist on my order status screen. The live chat function on the Sears website does not work and it is impossible to get an agent on the phone. I am extremely frustrated with my entire experience.
Business response
11/18/2024
November 18, 2024

BBB Customer Relations
**********************
****************************************************************
*******, *******; 60611

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

Dear BBB Customer Relations,

As clarification, our online website hosts other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that our consumers have more options online. We offer our own merchandise as well as choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab that may be used to select only Sears items or to narrow the results returned from an item search.

It should be noted that even when a customer accepts assistance by telephone, our system informs our online agents when a customer has chosen a marketplace item and prompts them to explain that their order will not be provided by Sears. Marketplace retailers that have chosen to showcase on our website have their own promotions, shipping charges, and refund, return and cancellation policies. Sears does not have any jurisdiction over the sellers pricing, fees or policies, but does periodically review customer feedback for each seller to determine whether they meet our standards and will be allowed to continue to advertise on our website.

With that said, our records indicate that Mr. ******* placed an order with a Third Party Marketplace vendor, not Sears. In Mr. ******** case, the order was fulfilled by iShopDirect located at ********************************************************************************, Email: ******************************************** and telephone number ************. We have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our site. For Mr. ******** records, we have included our disclaimer below:

Third Party Advertisements and Links to Third Party Sites
We may display advertisements from third parties on the Sears Site, such as banner advertisements, pop-up texts, and links to third party sites. We are not responsible for the content of such advertisements or links, or for any products, services or other materials relating to such advertisements, any linked site, or any link contained in a linked site. The display of any advertisement or link does not imply endorsement by us of the advertisement or linked site or any content therein.

Placing an Order
Some products offered through the Sears Site may be fulfilled by third-party sellers, such as Sears Marketplace items. Third-party/Marketplace sellers' shipping and delivery policies may differ from those offered by Sears.When ordering a product sold by a third-party or Marketplace seller, you should check their page for details on their shipping and delivery policies. Sears is an agent of third-party/Marketplace sellers for the sole and express purpose of receiving funds as payment for their merchandise sold on the Sears Site, and transmitting those funds to the third party/Marketplace seller. You agree that Sears' receipt of funds on behalf of a Marketplace seller is tantamount to receipt of the funds directly by the Marketplace seller, even if such funds are not subsequently remitted to the Marketplace seller for any reason; when you tender payment to Sears for third-party/Marketplace merchandise, you have fulfilled your obligation to purchase such merchandise.

You should contact third-party/Marketplace sellers directly via the contact information provided for any inquiries or customer service issues related to their merchandise, such as returns, or warranty issues. As payment agent, Sears will refund any money to you for returns of third-party/Marketplace merchandise via the payment method used to purchase the merchandise, after we receive notice from the third-party/Marketplace seller that you have returned merchandise to them in accordance with their return policy.

Returns and Cancellations
Products fulfilled by third party merchants, such as items sold by Sears Marketplace sellers, are subject to the third party merchant's individual returns and cancellations policies. If you are purchasing an item from a third party merchant, please see the third party merchant's page for details.

After researching the order,our records show the order was returned on November 4, 2024. A refund of $58.95 was processed under return receipt number ************. The remaining refund of $13.30 was returned under receipt number ************. In closure, since a full refund has been provided, we have closed our file.

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
TransformCo
Customer response
11/19/2024

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
10/28/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On October 18 2024, I purchased a refrigerator door part from Sears PartsDirect. Order number W479395, One of the reasons I ordered this part is because Sears' website said it would be delivered by October 23. However, after not receiving any shipping information, tracking number, or update on my order, I start calling and chatting with Sears customer service on October 21. Over the next 5 days, I contacted Sears 5 times by phone and 4 times by chat. I have received a different answer with each person I talked to; the part had shipped, it was back ordered, still processing, it was cancelled, I have sent a message to our backend team, and awaiting more information. It is now 4 days past when the part was supposed arrive and the order status is still showing processing. In each communication, I asked to be elevated to a supervisor. When I was, I received the same range in answers. Also, I have requested my order to be researched to get a real confirmation on my order. No one has returned my request. The attitude of everyone I talked was not helpful at all and one of not really caring. I really need the part to fix my refrigerator so I finally ordered from someone else. However, Sears has already bill my ****** account and I have no idea what is going on with my order. One of the answers I got was, if it shows up and I have already purchased from someone else, that I can return it. Nothing about a refund or a possible date it may show up. So right now, I am out $150 on the part I ordered from Sears and had to pay $170 from another company for the same part.
Business response
11/09/2024
***********************************

November 9,2024

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 requested refund.
Upon review, we found that the delay was due to the part being on backorder from the manufacturer, which is unfortunately beyond our control. Per Mr. ****** request, we have canceled the order.
A refund of $149.13 was issued to Mr. ****** ****** account on November 9, 2024.Please note that it may take 1-5 business days for his card issuer to process and post the refund, depending on their specific *********** we have provided Mr. ***** with the requested resolution, we consider this matter closed.
We apologize for any problems or frustration that Mr. ***** may 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
****************************************

Customer response
11/19/2024

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. Yes, everything is fine.

Sincerely,

******* *****
Initial Complaint
10/28/2024
Complaint Type:
Product 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 submitted documents when ordered and when was to recieve. Call 10/23 to see where item was told it was going to arrive Sat 10/26/24 and would recieve shipping refund for inconvenience and get email with update. On 10/25/24 called for never recieved shipping refund nor update for delivery. Then informed no update info. If in stock as website says then why has not shipped. I was also told part is now on back order. Site is giving false information. Suppose to get money back in 3-5 business days. They need to not show misleading inormation on there site.
Business response
11/07/2024
***********************************

November 7,2024

Customer Relations
**********************
************************************************************
*******, *******; 60611

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

Dear BBB Customer Relations;

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

****** ******
Regulatory Complaints Specialist
****************************************
Initial Complaint
10/25/2024
Complaint Type:
Product 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.
purchased 2 v-belts for my Craftsman lawn mower on line on October 2nd, 2024 and Sears was paid by my Credit Card on October 4th, 2024. The belts have not shown up as of today.1) part number ****** 1 each 2) part number ****** 1 each I would like to receive the belts or get a complete refund.
Business response
11/10/2024
***********************************

November 10,2024

Customer Relations
**********************
************************************************************
*******, *******; 60611

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

Dear BBB Customer Relations;

We have completed the investigation of Mr. ******** complaint regarding his dissatisfaction with the fulfillment of his order from Parts Direct and his refund.
Upon investigation, our records showed that some the parts are on back order from the manufacturer. As per Mr. ******* request, the order has been canceled.
Order W460904 from Parts Direct was refunded for $104.57 on November 9, 2024,to the card on file. Please note that it may take his card issuer 1-5 business days to post the refund to his account, depending on their policies. Since we have provided Mr. ******* with his requested resolution, we have closed our file on this matter.
We understand that Mr. ******* experienced problems and frustration with Sears Parts Direct, and we sincerely apologize for any inconvenience this has caused him. We value our customers and strive to achieve their complete satisfaction, including the resolution of any complaints in a reasonable manner. Please do not hesitate to contact me at **************************************** if you have any further questions.
Sincerely,

****** ******
Regulatory Complaints Specialist
****************************************
Initial Complaint
10/25/2024
Complaint Type:
Delivery 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 placed an order on September 26 for an item that shows to be in stock. I have not received shipment notification or a tracking number. I have tried to call customer service multiple times and can't get through to a person. I filled out a form through the company's ******** page and received a text with the same "order in process" status. I want my order delivered or refunded in a timely manner.
Business response
11/06/2024
***********************************

November 6,2024

Customer Relations
**********************
************************************************************
*******, *******; 60611

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

Dear BBB Customer Relations;

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

****** ******
Regulatory Complaints Specialist
****************************************
Initial Complaint
10/24/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Contacted Sears Home Services for stand alone ice maker repair several months ago. Initial service person disabled the unit in order to make repairs, and did not have parts to complete the job. Company changed for services, and has never returned to finish the work. They have missed at least ten appointments, some of which were cancelled without any communication. Repair work needs to be completed. Filing this complaint to seek resolution prior to filing litigation.
Business response
11/12/2024
November 12,2024

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

Re: ****** *********
File Number 22471172

Dear BBB Customer Relations:

We have completed our investigation of Mr. ********** complaint regarding the problems he encountered regarding the delayed repair of his Whirlpool branded ice maker.
Upon receiving her complaint, we contacted the local service unit for assistance. Our records indicate that the technician completed the repair on the icemaker on November 7, 2024. The technician installed the new drain pump and ********* the unit tested ok per the technician. Since we have confirmed the repair is complete, 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
********************************************************************************
Initial Complaint
10/24/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 10/23/24, sears home service (technician ***** ******) came to my home to diagnose a faulty ******* oven. We have choice home warranty and ***** completed and electronic form for choice home warranty but refused to put his work cellphone number as he said he was quitting sears on 10/25/24. The form required this phone number so that he could get an approval within 10 minutes to proceed. However, he left and Choice needs to speak with him about some discrepancy. ***** put in the quote for repairs that it was an admiral oven and not the correct *******. I have called the **************************************************************************** back, to no avail. I did pay the sears home service diagnostic fee on day of appointment. Speaking with sears home services customer service has been frustrating as no one knows anything and continuously transfers me to someone else. Needless hours wasted.
Business response
11/12/2024
Please see the attached response.
Customer response
11/13/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** ************
Initial Complaint
10/23/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased 3 parts from Searsdirect on Sept 20, 2024: thermostat, temp sensor, and defrost heater.The thermostat and sensor arrived, but the defrost heater did not arrive. I have now paid for the defrost heater twice and not received it. I would like a refund of $202.39.The total purchase was $174.66, and the defrost heater was $90.23 (with discount $81.21).I called several times to check on its delivery and each time they (both an automatic response as well as a live person) said it would be resolved. It did not. I called on Oct 14 to have them order from another vendor. They said they found a vendor and asked for my credit card again. The new charge was $121.18. The part has not arrived. They said they would refund the initial defrost purchase as well as the shipping costs given the delays.I would like $202.39 (121.18+81.21) refunded.The first order was W444947, (Sept 20). C097767 is the second order.
Business response
11/06/2024
***********************************

November 6,2024

Customer Relations
**********************
************************************************************
*******, *******; 60611

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

Dear BBB Customer Relations;

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

****** ******
Regulatory Complaints Specialist
****************************************

Customer response
11/13/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Requested refunds were issued on Oct 30 and Oct 31.
Sincerely,

****** **
Initial Complaint
10/23/2024
Complaint Type:
Product Issues
Status:
Answered
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.
ordered part the took money out of bank then same day part on backorder have been trying since middle of september to get my money back every time i call they tell me give them 7 days and it will be refunded still no money i have called them 4 times with no luck
Business response
11/06/2024
***********************************

November 6,2024

Customer Relations
**********************
************************************************************
*******, *******; 60611

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

Dear BBB Customer Relations;

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

****** ******
Regulatory Complaints Specialist
****************************************

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