ComplaintsforTransformco

• Initial Complaint

  12/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a new large capacity refrigerator from Sears with the extended warranty. The refrigerator drawer broke. I called and they sent the wrong parts. I called again and asked for a service technician to come fix it. The technician made several trips and ordered lots of parts. Every time the repair technician came and worked on the refrigerator he made the refrigerator freeze food. First in the crisper and deli compartments. Then it started freezing anything that was too close to the back and the top. I have made many calls to the warranty department and have filed a lost food claim. We can only use about 1/2 of the volume of the refrigerator because of the area that freezes food. We have spent many hours on the phone with Sears and have missed many days of work to meet the warranty technician. No results and no response. I finally ordered a new different product from a locally owned home center. Ive been dealing with this problem for a year now. The original purchase price was about $1500.00 on a Labor Day sale. The new replacement price is $2000.00. Please do something so other people do not get caught up in the Sears scam.

  

  Business response

  01/18/2022

  Please see the attached response.

• Initial Complaint

  12/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have repeatedly contacted their toll free number and asked for the local number to the ***************** I had a repair person in my home on 10/25/21 who told me that I should request a refund from ** for my refrigerator because the ice and water did not work from the beginning. He said the unit was unrepairable and he would report that to them. He apparently did not report that to ** and they are denying my request for a refund. I have been in an endless circle of deflection from ** and A & E for months. ** is saying I need to have a 4th person (there were 3 repair people in my home already) come and evaluate the refrigerator before my claim would be considered. I just want to speak to someone at the Milwaukee location of A & E and there is no way to do so. I was told I was out of luck and the only thing I can do is schedule another appointment. I need answers and do not know where to turn. I have tried to find alternate phone numbers but there are NONE listed. It appears that this is a persistent problem for this company from what I'm reading online. Is there anything you can do to help me resolve this?

  

  Business response

  12/22/2021

  December 22, 2021
  
  
  Customer Relations
  ******* **********************
  ************************************************************
  
  
  Re:  *************************
        File Number 16198841
  
  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.
  
   With that said, we have completed our investigation of Ms. ******** complaint regarding the repairs she requires for her ** branded refrigerator.
  
  We would like to clarify that we did not sell ****************** her refrigerator and we are not the manufacturer or the obligor of her manufacturers warranty on her refrigerator. We are just the repair provider that ** contracted to provide repairs to Ms. ******** refrigerator so they could fulfill their warranty obligations. Any questions or requests regarding the warranty coverage, including requests for a different service provider, a replacement or even a refund, would need to be directed to the obligor of her warranty which in this case is **.  With that said, we did initially accept the contract from our client, **, to repair Ms. ******** refrigerator.
  
  Upon receiving Ms. ******** complaint, we contacted the local service unit for assistance.  As of December 16, 2021, the technician contacted ** with his diagnose regarding the October 25, 2021 refrigerator repair.   Since we are unable to assist further, we have closed our file.
  
  We apologize for any problems or frustrations that ****************** may have experienced with A&E **************** We appreciate the opportunity to address this matter.    
  
  
  Sincerely,
  ***************************
  Regulatory Complaints Specialist
  ******************************************************

• Initial Complaint

  12/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This issue has been ongoing since August, 2021 - so, four months now. All documentation is included (original sales receipt, Email from Sears/Transformco approving our replacement refrigerator, a screenshot of my inbox showing some of the emails back and forth, and an example of our interaction over email with *************************). We were approved for a replacement refrigerator by Sears, where we originally purchased our refrigerator. Sears has re-scheduled deliveries 7 times now, the latest being this past Monday, 11/29/2021.We still don't have our replacement that was covered under the "exceptional parts warranty."We have been dealing with a woman named *************************. She is infuriatingly unhelpful and incompetent.We have taken days off of work to wait for the refrigerator to be delivered only to wait all day without notification that there was a delay or that the fridge was now out of stock. We have chosen a different model even, well below our approved budget they gave us of $2399. We just want either a replacement refrigerator or a reimbursement check for the amount approved. This is not okay. I've even driven to a warehouse in ********************** where they told us the refrigerator was so we could just pick it up and it wasn't there! That was a 6-hour car trip. Please help us.

  

  Business response

  12/27/2021

  December 27, 2021
  
  
  BBB Customer Relations
  **********************
  ************************************************************
  
  
  Reference Number: 16198842
  Re: *********************
  
  
  Dear BBB Customer Relations,
  
  We received and completed the investigation of ******************** complaint.
  
  First, we would like to apologize for any inconvenience 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. Please note she also filed a complaint through our executive team and being assisted by Belen. Upon receiving her complaint, we reached out to her via email at ******************************* we understand her frustration with the delay we are doing the best we can to work with the manufacturers, it's just the new merchandise is not as easy to come by due to global supply chain issues.The delivery is currently scheduled for January 17th. Her request for a refund was denied and the only option we have is a replacement to fulfill the repair coverage as the only warranty she has is the exceptional parts. 
  
  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

  12/27/2021

   
  Complaint: 16198842
  
  I am rejecting this response because:

  It is unreasonable, untruthful, and an insufficient and immoral response to the obligation Sears/Transformco has to its customers.

  **************** says that our original delivery date was scheduled for November 29th. THAT IS NOT TRUE. This shows how poor and terrible the communication is with this company. 

  As you can see by the "Fw_Your delivery date has..." email attached, our original delivery date was scheduled for SEPTEMBER 16TH! We have been scheduled, re-scheduled, cancelled for delivery so many times I've lost track if it weren't for all of the emails. AND, Sears/Transformco has never notified us that the delivery is not going to happen! So, we wait around, have taken days off of work = lost wages, and we never receive our refrigerator. Again, this has been going on since AUGUST!

  Sears likes to blame it on the manufacturer, but that is simply not all of the story. We need a refund or some kind of store credit so we can be done with this!

  Please help us, BBB. Our family cannot be without a refrigerator any longer and this company is immoral and simply awful.

  
  Sincerely,
  
  *********************

• Initial Complaint

  12/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have two years warranty#***************, with SEARS to fix fridge or replace or refund me amount. since last Nov 2020, my fridge been deemed total, yet they insisted to fix it, and up to now the issues remains the same. They came to fix it over several months and yet the issues is not fixed. They keep stalling me and workers are rude and lies about information. They are not honoring their agreement and I am asking for compensation for the food loss, my time spent and want to buy a new fridge.

  

  Business response

  12/27/2021

  December 27, 2021
  
  
  BBB Customer Relations
  **********************
  ************************************************************
  
  
  Reference Number: 16197422
  Re: ***********************
  
  
  Dear BBB Customer Relations,
  
  We received and completed the investigation 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 reached out to the service unit and requested to provide an update and how the repair was progressing. It was determined the parts needed to complete the repair was still on backordered as such the refrigerator has been authorized for a replacement. We reached out to ************ and provided her with the authorized amount and with the replacement information.Since, it was our understanding the replacement resolved her 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: ******************************************************************************
  

• Initial Complaint

  12/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I schedulle and pay for repair under a Sears Warranty two weeks ago, the appliance fail again and I try to contact Sears to send a technician under the warranty for that visit, and the do not provide options to claim for that repair, Sears is asking to set a new appointment a paid again, they jus manage that thru a automatic system that not allow to put a claim over the original appointment.

  

  Business response

  12/23/2021

  
  
  
  
  
  
  December 23, 2021
  
  
  
  Better Business Bureau
  Customer Relations
  ************************************************************************************************************
  
  Reference File # ******** *************************
  
  
  
  Dear BBB Customer Relations:
  
  We have completed the investigation of Mr. ********* complaint regarding the problem he encountered when he requested a return service visit through his home appliance warranty.
  
  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) and 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 clearly stated under the terms and conditions of Mr. ********* contract.
  
  We reached out to Cinch Home Services to assist with Mr. ********* complaint. ****************************************, ***************** Specialist with CHS, made an attempt to reach ********************, but was unable to make contact. She left a voicemail and provided her direct contact info. If ******************** has any concerns regarding the service or terms of his contract, he can contact ******* at ********************* to discuss. With that being said, since we have addressed the issue brought forth in Mr. ********* 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

  12/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  It has been a horrific and very very unpleasant experience with Sears Master Protection's agreements, they are reckless and have no intention to even respond back. I am coming here after 9 escalation calls about my refrigerator replacement. Calin Number - ********* st ******* date:9/21/2021 - The technician said he needs new parts and ordered ******************** KENMORE ELIT REFRIG W/SDS, 1500-2500******* Order Number:40640380******* Unit Number:00081842nd ******* date:9/30/2021 - The Technician installed the new parts and asked us to watch 24 hrs, after new parts it did not do anything, we called in again******* Order Number:406403803rd ******* Date - 10/5/2021 - The technician came and said this needs to be replaced******* Order Number:40645925After this I called 11 times since 10/8 - 111/30, I am given same answer you will get an email or text What kind of service is this? I don't knowThe people in the call always says I have escalated to the internal team, district manager Bla bla bla ...But for me, there was no resolve or communicationWill you give my refrigerator or not, please give me direct answers instead of playing games, will kids and family without a refrigerator is a nightmare, and you were supposed to replace it 1 week and it is 50 plus days now and you guys don't seem to care about it.

  

  Business response

  12/21/2021

  
  December 21, 2021
  
  
  BBB Customer Relations
  **********************
  ************************************************************
  
  
  Reference Number: 16194806
  Re: ********** ****************
  
  
  Dear BBB Customer Relations,
  
  We have completed the investigation of Mr. ***************** complaint.
  
  First, we would like to apologize for any inconvenience or frustration Mr. ***************** may have experienced in this matter. The satisfaction of our members and customers is our top priority. We value Mr. **************** as a loyal customer and we regret the delay in resolving this issue. Upon receiving the complaint we discovered the refrigerator was not repairable, unfortunately the replacement authorization was never progress. We completed the replacement authorization and reached out to him via email and provided him with the authorized amount and with the replacement information.Mr. **************** will go to his local Sears store and process the replacement. Since, it was our understanding the replacement refrigerator resolved his complaint 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: ******************************************************************************
  

• Initial Complaint

  11/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have had a Sears Home Services account for many years, and I have hardly used it. I pay them monthly, and they are supposed to repair appliances in my home when they breakdown. I called them a couple of weeks ago because my microwave broke. It was an automated system that asked what appliance I was calling about. I chose microwave and paid the $75 service fee. I waited another week until the repair guy came. As soon as he comes in, he tells me that Sears doesn't fix on the counter microwaves, only over the range. I informed him that when I called they did not ask which type of microwave it was. If they had specified, I would not have scheduled the appointment. I asked the repairman if I would get my service fee back since he didn't do anything. He stated that I needed to call the company. I called them Monday as soon as they opened and canceled this useless service. I asked if my money would be refunded, and the representative told me no. So I paid Sears Home Services $75 for nothing and had to purchase a new microwave.

  

  Business response

  01/13/2022

  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 and were informed that after review of the case HomeSure has refunded Ms. *************** requested $75.00. Since HomeSure has addressed this matter 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

  More info

  Trying to get a repair completed and the company continues to make mistakes. The first service person was afraid of the dog who did not bark a d he never saw, told me to take the food out but did not specify fridge or freezer then when I did not do it fast enough he started removing items from the freezer and got upset with me when I would not let him put items on the floor. Then he walked out and could not answer my questions. I had to call back to make another appointment for the next day which was cancelled before the appointment time with a note that I refused service. Never talked to anyone, called the company back they told me I would be back on the schedule. Come to find out I was bot an no other appointment was scheduled. Asked to speak to supervisor 7 times never did talk to anyone. Told would escalate three times or tea served back to que. No advise on a rental. Because of the company's mistakes I lost two months of medication (insulin) and have no resolution as to reimbursement only advused for up to $300 for food which was completed 3 day ago an no responses. I have called the company over 12 times mostly went offshore. I would not recommend this service buy somewhere else even if a little more expensive. I have a warranty that expires next year but can't get service needed and they did not extend as I was unable to obtain maintenance during to covid.

  

  Business response

  12/23/2021

  
  
  
  
  
  
  December 23, 2021
  
  
  
  Better Business Bureau
  Customer Relations
  ************************************************************************************************************
  
  Reference File # ******** *******************************
  
  
  Dear BBB Customer Relations:
  
  We have completed the investigation of Ms. ********* complaint regarding the problem she encountered when she requested service for her refrigerator through her protection agreement.
  
  Firstly, we apologize for any inconvenience or frustration that ******************** may have experienced. We reviewed the service orders and case notes related to the refrigerator. On November 29, 2021 the technician noted that the customer was hostile and verbally abusive; the repair was not completed. We would like to note, that under Safety and Accessibility of the terms of the agreement it states, In order for us to provide the quality service you expect, you should cooperate fully with the service technician while in your home; provide a safe, non-threatening environment and clear access to the Covered Product. We would like to assure ******************** that we appreciate her feedback, and was forwarded to our service management team for review; it will be handled internally.
  
  Due to the multiple cancellations, on December 8, 2021 ******************** was authorized up to $500 to hire a local provider and was emailed instructions on the reimbursement process through our contract department. According to the case notes, ******************** filed a food loss claim and was approved for the maximum allowable amount of $300. However, we have not received the service invoice from ******************** for reimbursement. In order to expedite the reimbursement process, ******************** can email the service invoice to ****************************************** Once we receive the invoice for review, we will issue the check. With that being said, since we have addressed the issue brought forth in Ms. ********* 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:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Nov 15th our dryer started to squeal Very loudly so we called Sears for My Home because we purchased a maintenance contract. Done so for years. The Sears rep gave me 2 seperate dates for the repair tech to come out. Fist we were told that it would be on Tuesday the week of Thanksgiving. They never came out so I called Sears who then gave me the # for the Contracted appliance repair compny. They told me that they dont know why they gave me Tuesday when they can come out the Wednesday the week after Thanksgiving . So, Wed thee tech came out bt I was told they would have to order parts but they are on back order. We only need the wheel under the dryer to stop the noise. I've most likley spent over 4 hours on hold collectively . When you call you wind up overseas somewhere & the language barrier is horrible. They don't understand me, I don't understand them . Sears is nolonger Sears anymore. It seems that all things Sears have been out sourced. Very sad & stressful. So, I have to keep carting wet laundy to the laundrymat until they get this wheel part & put it in my dryer. I paid for my ************** maintenance / repair contract in Good faith. I feel abandoned.

  

  Business response

  12/21/2021

  December 21, 2021
  
  
  Customer Relations
  ******* **********************
  ************************************************************
  
  
  Re:  *****************************
         File number 16193133
  
  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 have completed the investigation of ************************ complaint regarding the repair for his Kenmore dryer.  We value his patronage, but can understand his frustration with the repair delays.
  
  Upon receiving Mr. *********** complaint, we contacted the local service unit for assistance.  Our records indicate that the service order for the dryer was closed complete on December 16, 2021.  The technician dispatched to the home notated he installed the parts and the dryer tested okay. Since we were able to confirm with our service department that the repair order is complete and closed, we have closed our file.
  
  We apologize for any problems or frustrations that ************************ may have experienced.   We appreciate the opportunity to address this matter.   
  
  Sincerely,
  
  ***************************
  Regulatory Complaints Specialist
  ******************************************************
  
  
  
  

  Customer response

  12/29/2021

   
  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.

  The dryer has been repaired thank goodness.

  I was just disappointed that it took a hole month to accomplish the repair.

  But very happy its working just fine now.

  Thank you, 

  
  *****************************

• Initial Complaint

  11/30/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have tried for two weeks to setup repairwork with them. I can't get to a live person and they don't allow me to explain the repairs I need.

  

  Business response

  01/13/2022

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

  Customer response

  01/20/2022

   
  Complaint: ********
  
  I am rejecting this response because:  it did not answer the complaint I filed.  Too bad they can't read. 
  
  Sincerely,
  
  *********************************

  

  Business response

  02/17/2022

  BBB Customer Relations
  **********************
  330 ****************., Ste. #****
  *******, **  60611
  
  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 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. Sometimes as part of our sale of the **** we might have a promotion that will discount the service on a non-working appliance in exchange for purchasing the *** for at least a period of time that would cost equal to the discount provided (usually a maximum discount of $150.00). If the contract is canceled before at least the discounted amount is collected in the form of monthly charges, even when no other service is used, then the promotion is invalidated and the full amount of the repair is due.
  
  Once the coverage becomes active though 30 days after purchase, and we would note that items are expected to be in good working order at the onset of coverage and if they are not, it could be considered to have a pre-existing condition that could cause it to not be covered, we are no longer involved with the contract.The actual *** contract is issued, administered, and the obligor is listed to be, different entities dependent on the state where issued; but all are subsidiaries of Cinch Home Services. When the *** number is called, it is their customer service that is dispatching service and they make any decisions regarding replacement of product and the application of any terms and conditions of the contract, including whether something is covered or not.There are times that Sears might be the service provider used if we have technicians available in the area and provide the service needed, and other times that other service providers might be contracted Cinch.
  
  In this case, ********************** has had an *** contract effective December 2020. If ********************** feels they do not take care of her issue or that she still has a valid dispute against the terms of her coverage, she is also able to file a complaint directly against his Sears Home Warranty/Cinch by filing with the ******* BBB.Prior to doing so, Cinch does state on their BBB site:
  
  If you are considering filing a complaint through BBB, Homesure of ******** **** would like customers to contact their customer service ********************** at **************. Homesure staff are available to support you from 8 a.m. - 5 p.m., (ET) Monday through Friday. General Support for new and existing claims is available 24/7 using the primary contact number associated with your warranty.
  
  With that said, we have entered this information to close this out on our end as there is nothing further we are able to do since we do not administer the contract.
  
  Sincerely,
  
  *******************************
  Regulatory Complaint Specialist
  ***************************************************

*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. ↩