ComplaintsforTransformco

• Initial Complaint

  11/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

• Initial Complaint

  11/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ISSUE WITH KENMORE REFRIGERATOR MODEL # ***** BOUGHT FROM SEARS 13/18/2021Ordered above mentioned refrigerator. Order/sales check # ************ 23/22/2021Refrigerator delivered.34/04/2021Refrigerator started intermittent beeping.45/05/2021After several attempts I finally reach sears @ ************ 57/02/2021Technician arrived and just pushed in rubber seal .service order #******** 68/01/2021Still beeping with greater frequency-inside bulb goes out. Cannot reach Sears.79/05/2021..Finally reach Sears Service call is set up with **********@ ************ 8..10/25/2021MYHOME PRO technician arrives and recommends replacing circuit board.9..11/01/2021MYHOME PRO recommends I contact Sears for parts since they cannot reach them.10.11/05/2021Several tries before reaching Sears @************ and ************ Board received.11.11/09/2021MYHOME PRO installed circuit board but beeping and light going out continues.12.11/11/2021MYHOME PRO arrives and will order & replace Light Door control switch.13.11/22/2021MYHOME PRO suggests I contact Sears myself for partshaving trouble reaching them.I have been playing phone relay being bounced from one person to another for approximately 3 hours.I talk to one person, transferred, put on hold and disconnectedthe following are the phone numbers.************. 844 324-5688. 888-880-1495. ************. 800-469-4663 Whenever I get to talk to someone it seems the push is to sell home warranty or extended warranty-even though I have a ONE YEAR MANUFACTURERS WARRANTY ON THIS NEW REFRIGERATOR- rather than resolving the problem preferably by replacing an obviously defective unit with a new and NOT a refurbished unit OR refund my money. I fear this is a waiting game till the manufacturers warranty expires and I end up with a lemon.This is the first time I have ever reported a company, BUT the inaction is ridiculous -a TERRIBLE customer service, and I am reaching out to you out of frustration.Thank you

  

  Business response

  12/27/2021

  December 27, 2021
  
  
  BBB Customer Relations
  **********************
  ************************************************************
  
  
  Reference Number: 16185735
  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 reached out to the service provider and request an update and how the repair and parts installation was progressing. The service provider have called and set up an installation of the parts and complete the repair. Should Mr. ******* have any additional questions or concerns he can contact me directly via email.
  
  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

  01/07/2022

   
  Complaint: 16185735
  
  I am rejecting this response because:

  Unfortunately, this issue has not been resolved.

  Sears sent me the wrong part,scheduled delivery for a replacement refrigerator for ******* 7,2022--which has now been pushed back to February 11-2022

  I am sending you the self explanatory correspondence for your perusal

  Thanks for your help

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

  

  Business response

  01/17/2022

  January 17, 2022
  
  
  BBB Customer Relations
  **********************
  ************************************************************
  
  
  Reference Number: 16185735
  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 been impacted by the global supply chain shortage which has caused delays in processing. Unfortunately we do not have empowerment over the manufacturersorders, productivity and freight shipping delays that resulted to rescheduling to February 11th. We apologize and appreciate our valued customers patience.
  
  
  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: ******************************************************************************

• Initial Complaint

  11/27/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a refrigerator from Sears online. The money was taken out of my account immediately and a date of November 23rd for delivery.I received an email with my purchase details and delivery date and instructions. I even received text messages stating that my delivery would be arriving in 4 days, 3 days... It was a ten-day wait for delivery. I was told I needed to be home for the delivery so I took the day off of work.Needless to say, the refrigerator never arrived. I never received a phone call text or email that it wouldn't be arriving. When I called around 6 to see what was going on the customer service representative connected me to Cosco who had no idea what I was talking about and my order number didn't show up on their computers. I called back and was yelled at for calling back, I'm not sure why I still didn't have any answers. after a while, she said she didn't know where the fridge was or when it was coming in and I would hear from someone in a day or two. I asked to talk to her supervisor and she said they would call me within 3 hours. No call. The next morning I called again and they did try to help but nobody really knows where the fridge is or when it might be coming in. It took them no time to take my money but delivery has become a huge problem and I TOOK a dAY OFF WORK!!! Somebody should really care about the consumer. I can't afford to take any time off of work but I didn't have a choice. I would like an upgrade to the fridge, stainless with an icemaker (installation at their cost, my last frige had one so it is ready). I would also like a minimum of 200 dollars refunded to my account for having to take a day off work. It has been 4 days and I have heard from nobody !My order number is ********* and I placed my order on November 13.

  

  Business response

  01/10/2022

  January 10, 2022
  
  ***********************
  Better Business Bureau
  ************************************************
  
  Re:  ******** ***********************
  
  Dear Ms. ****************** have completed the investigation of ****************** complaint regarding the delay in receiving her purchased fridge.
  
  After reviewing Ms.Novellis complaint and our records, we contacted customer service and were informed that after several rescheduled deliveries, unfortunately ****************** decided to cancel her entire order. It is our hope that ****************** will allow us another opportunity in the future to provide her with the type of customer service ********************** has built their reputation on but understand if this is not possible. At this time, 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

  01/10/2022

   
  Complaint: 16183984
  
  I am rejecting this response because:  I canceled the order after 3 weeks of waiting for them to find it.  I purchased a refrigerator from Lowes and had it in 2 days at my house up and running.  I ordered the refrigerator on November 3 and delivery was scheduled for November 10.  I took the day off and lost a ton of money because they didn't tell me it wasn't coming in.  I talked to them repeatedly for the next two and a half weeks and finally purchased from a different company.  I canceled the order immediately and the next day they contacted me to deliver the original order.  It took them 3 weeks to figure this out and I waited and waited and spent money on eating out due to the fact I had no fridge.  I was originally refunded 100 dollars for missing work on the original delivery day and nobody informing me I was not getting a delivery.  I expect to receive that 100 dollars since I lost the day of work because of their lack of organization.  It should be hundreds more for the weeks that follow but I will settle for the original hundred.  They didn't respond to your request because they had no idea where the product was and or when it was going to make it to my house.  I feel as though the stress they caused me alone is worth hundreds more. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  11/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called Sears today, November 23, 2021 because someone came out to my house November 22, 2021, yesterday to exchange my washer and dryer (**). I was at the grocery store and my sister ****** called me and said men with a large Sears truck were in front of my house, and they had been sitting there for approximately 15 to **************************************************** because they wanted to exchange my washer and dryer. I did not know that they were coming out to exchange my washer and dryer. I received no email, no telephone call or any thing. I called you all November 23, 2021 to see what was going on. ******* said they did deliver a new washer and dryer to exchange with the one I have, and they rescheduled the appointment for November 26, 2021. I said I received no notification of any kind. ******* said you can see it online. I went online and I saw nothing,she sent me no email confirmation or anything, so I called you all back at 7:00 p.m. November 23, 2021 approximately and spoke with *****. I ask ***** to cancel the appointment because I have no appointment confirmation, email, or anything. I told ***** that ******* said it would be online but it is not online, nor have I received and email confirmation. ***** said I see it here. I ask him to send it to me and he said he could not. I ask him to cancel the appointment and send me an email confirmation saying he had canceled it. ***** said he could not send me that either. The problem began when I purchased the ** Washer and Dryer September 20, 2021. When the washer and dryer was installed, it did not seem like a new washer and dryer to me. The top was all buckled up and some of the ignitions on the washer and dryer did not work like they should have to me. I called you all and let you know that. They sent the guys back out that installed the washer and dryer and they said it worked like it should. I said OK, I'll keep it because I did not feel like any problems. This washer and dryer

  

  Business response

  01/10/2022

  January 10, 2022
  
  Customer Relations
  **********************
  ************************************************
  
  Re:  ******** *****************************
  
  Dear BBB Customer Relations:
  
  This letter will acknowledge receipt of the above referenced customers follow up complaint, which was referred to our office for response.
  This matter has been forwarded to the appropriate Sears unit for investigation. Upon completion of our investigation, your office will receive a response to confirm resolution of the complaint. Please feel free to contact me if you have any further questions or concerns.

  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
  imx integrated member experience

  
  

• Initial Complaint

  11/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a protection agreement with Sears, have an agreement on most of my appliances for at least 25 years. Phone sears in July requesting service on my Sears bought freezer. On some appliances, Sears appoint a 3rd party to handle some services. I was given the contractor in ****************, Ultimate Appliance. They came to my home at least 5 times. The final time was early September, at that time he said " Sears could not provide a door, then he would submit that I get a replacement Freezer". After contacting Sears on 12 occasions, at four different phone numbers (I have two different case numbers ****** and *******), I been told 7 times that "the contractor must first be contacted either by phone or email to tell Sears of his conclusions. I've informed Sears on each call, that I have tried to contact the contractor by phone on many occasions, without any success! Each call i've made to Sears, i am told the same thing "we have to contact the vendor to get his final resolution before we can move on". So, the very last time i spoke to someone at sears was 26 October 2021, the person assured me that i would hear from someone in an email within **** business days, as of 24 November, still no call, email or any type of resolution. It's now almost in the 5th month, i'd like to get this taken care of with a replacement freezer since this one was unable to be repair.

  

  Business response

  12/16/2021

  December 16, 2021
  
  ***********************
  Better Business Bureau
  ***********************************************************
  
  Re:  # ******** *********************
  Dear BBB Customer Relations:
  

  We have completed the investigation of **************** complaint regarding the repairs on his freezer.  
  
  **************** was authorized to replace his freezer in accordance to the terms of what was his warranty, the Master Protection Agreement.  In order to proceed, **************** may go to any Sears Full Line store and a representative can assist with having it processed.  All he will need to do is state that he has been authorized to receive a replacement and provide his home phone number.  If **************** does not have a Sears store in his area, he can select a freezer from Sears.com and I can arrange to have it processed for him.  Should **************** have any additional questions or concerns he is welcome to contact me via email at ***************************************
  

  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
  F: ************
  Transform SR *********************************

  Customer response

  12/21/2021

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  11/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased some $16,000 worth of appliances + 5 years of Master protection ($50/mo x 60 mo = $3000). Protection plan expires May 22. Sears refuses to honor their plan after 3 NO show appts on our Kenmore Elite Dryer that nearly caught fire a week ago (11/18/21).Need immediate (today) repair or new dryer + full reimbursement of our $3,000 plan paid.Sincerely,Dr. & *************** ************

  

  Business response

  12/21/2021

  December 21, 2021
  
  ***********************
  Better Business Bureau
  ***********************************************************
  
  Re:  # ******** ***********************
  
  Dear BBB Customer Relations:
  

  We have completed the investigation of **************** complaint regarding her dryer.
  
  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 everyones patience.
  
  That being said, ************** has a scheduled repair appointment on December 27, 2021.  Since we were able to confirm that ************** has a pending service appointment to finalize the repairs on her dryer, we respectfully asked that this file be closed.  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.  Please feel free to contact me if you have any further questions or concerns.
  
  *********************
  REGULATORY SPECIALIST, Regulatory Complaints
  F: ************
  Transform SR *********************************

  
  

  Customer response

  12/22/2021

   
  Complaint: 16180233
  
  I am rejecting this response because: the December 27 appointment has been canceled (for the 6th!! Time) by Sharp Solutions & Sears while owner, ****, doesnt accept calls. Have rescheduled for January 3. Well see. Can you believe this fiasco!?

  We request a new Dryer and/or reimbursement of the insurance warrantee paidvfor 5 years: May 17 to May 2022!!
  
  Sincerely,
  
  *******************

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

  

  Business response

  01/03/2022

  January 3, 2022
  
  ***********************
  Better Business Bureau
  ***********************************************************
  
  Re:  # ******** ***********************
  
  Dear BBB Customer Relations:
  We have completed the investigation of **************** rebuttal to the response we previously sent. 
  
  In response to **************** complaint, we were able to contact our authorized contractor for repair in her area and the repairs to **************** dryer were completed on December 29, 2021.  We apologize for any inconvenience ************** may have experienced regarding this issue, but it is our hope that the repair has resolved the matter; therefore, we have closed our file. Should ************** have any additional questions or concerns, she is welcome to contact me via email at ************************************************.  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
  F: ************
  Transform SR *********************************

  
  

• Initial Complaint

  11/25/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a refrigerator from Sears.com on August 15, 2021. The refrigerator immediately did not work properly and the freezer frosted. I had a repair person out and he ordered a part and then installed it and it still did not work. At this point it was too late to return it according to their 30 day return policies. I have now been dealing with calls and requests for repair from technicians for over 3 months with no resolution. There is now a new issue as well in the main fridge compartment. I continue to get passed around to different service groups and numbers. It seems as though they are intentionally not fixing the problem by creating a cascade of staff who dont have the power to take any action. I asked for supervisor support and none exist. I would like my money back so that I can get a new fridge.

  

  Business response

  01/14/2022

  January 14, 2022
  
  
  BBB Customer Relations
  **********************
  ***********************************************************
  
  Re:  ******** *********************  
  
  Dear BBB Customer Relations:
  
  We have completed our review of ************** complaint regarding his online store pickup order.
  
  We apologize for the delay in responding to this complaint. We forwarded this matter to Sears Home Town Unit to research further. We were informed that the service unit submitted for a replacement. We sent an email correspondence to ************ asking if he has been contacted with the information or if he still requires assistance. We are awaiting a response from ************ and he may contact us via at ********************************************
  
  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
  Transformco SR ***

• Initial Complaint

  11/24/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On August 16, 2021 I had Sears Home Services to our home to look at our Kitchenaide dishwasher. It was determined by the technician that we needed a new motor. I put half dow, $370 so that Sears could order the part. It is now November 24, 2021 and the part is still on order. On November 16, 2021 I called Sears to tell them I wanted to cancel the order, as I felt three months waiting has been long enough and that I would be getting a new dishwasher and could they please refund me our $370. They have done nothing been given us the run around and told me our refund is under consideration. Under consideration we have no product nor did they know when it would be in. Sears is deciding in their billing department if we get our money back. I want our money back this is a simple transaction that they simply will not do!

  

  Business response

  12/13/2021

  December 13,2021
  
  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. Dyers complaint regarding her dissatisfaction with the delay on the repairs of her dishwasher.
  
  Upon receiving **************   complaint, we reviewed the notes in our service regarding her dishwasher repair.  Since it appears that the motor still on backorder from the manufacturer and ************ requested to cancel the order, we submitted a refund request for $369.13. The refund was processed on December 13, 2021, we would note that it can take 2-3 weeks to receive the check and if she has not received it within that timeframe she is welcome to email me for assistance at ****************************************************. 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 had experience 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
  
  

  Customer response

  12/20/2021

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  11/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The compressor on my refrigerator which is Re: order number SCCPA2A2F925 for my six years old refrigerator. I have extended warranty with Sears so I called on the 18th.of October for service. Spoke with one **** who told me an appt.was sent up for the 19th.with Property Restoris LLC their number ************. I was happy to get this appt.so quickly so as directed by **** I should call and confirm which I did. To my surprised I was told by ****** the appt.was for 26th.which was ok by me. On the day of the appt. I called to confirm and again she told me the same. To say the least no one came, nor call. During this time all my food is going bad, I called Sears again to let them know what happens at which this time ******* game me Keepe. Called them to set appt.was on hold left message to receive an email for me to schedule the appt. I did then to wake up to an email saying the appt.was canceled. This continued for three times with Keepe then finally got an email saying due to shortage of technicians they couldnt service my area. Again, I called Sears who wanted me to call Property Restoris again and I declined because I had already had enough with them and purchased one. I have supplied Sears with all the information and got no where other than them denying my refund request so I will be able to pay *********** The refrigerator is still sitting in my kitchen now molded and taking up space.

  

  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 address with **************** directly and are currently awaiting their update. 
  
  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

  01/14/2022

   
  Complaint: 16177551
  
  I am rejecting this response because:

  The matter isnt resolved. On Tuesday 1/11/22 a missed call was received from one *************************. I called her back on the same day left message on her voice mail. Wednesday 1/12/22 while I was driving she called but I wasnt able to talk with her because I was in an area where the service was very poor. I agreed to call her once I was able to and I did twice. It wasnt until Thursday 1/13/22 we spoke. She explained she will be looking into getting a technician out and will get back to me by Friday 1/14/22. She also requested that I email her a copy of the receipt for the new refrigerator I purchased as well. I did that today as she asked so now I am waiting to hear from her on Friday 1/14/22 as she stated in our recorded conversation. I would like to keep this case open until final resolution. Thanks for all your help. Sincerely, ***************************, aka Smalls. 

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

  

  Business response

  01/27/2022

  BBB Customer Relations
  **********************
  **************************************************************
  
  Re:  # ******** - ***********************
  
  Dear BBB Customer Relations:
  
  We have completed the investigation of Ms. ******* rebuttal.
  
  We have reviewed both our response and Ms. ******* rebuttal,and we do not find that she has brought any new information to her complaint.We know that **************** is in contact with HomeSure, her warrnaty and they are working with her on this issue and since neither Sears nor TransformCo can affect the outcome of HomeSures findings 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
  ***************************************************

  Customer response

  01/31/2022

   
  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.
  

  Hello. Thanks for the information. I am currently working with one ************************* who made arrangement for a technician to diagnose the problem. The technician was out to my home on the 26th. It was confirmed the issue is the compressor so parts will be ordered and date to install is tentatively set for next Saturday between 1-5pm. I am not sure what area, or ***** ************** is from but she has been very professional and is really working with me with this matter. As for cinch they are very unprofessional, rude and need to change the way they do business. Again, thank you.
  Sincerely,
  
  ***********************

*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. ↩