Complaints
This profile includes complaints for Transformco's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 6,413 total complaints in the last 3 years.
- 2,622 complaints closed in the last 12 months.
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Initial Complaint
Date:05/21/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I placed an order for an oven element on 8Apr25. The part was supposed to be delivered on 11Apr25. I called to inquire about the order on 17Apr25, because it had not arrived yet. The agent was very friendly and sent a status update, which was a text that just said that the part should deliver by 11Apr25. She said she would check on it and send me an update. I called to cancel the order on 3May25, because I had not received any updates and the order had not arrived yet. The agent was again very friendly (sounded like the same person). Again she sent the same status update, which was a text that just said that the part should deliver by 11Apr25. I proceeded with the cancellation. She stated that I should receive a refund within 3-5 business days (I think).As of 21May25, I still have not received the refund. I am beginning to think that this is a scam. I want my money back. I had to order the part from another company to get my oven back in working order.Initial Complaint
Date:05/15/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered a part on December 26, 2024. The part was then backordered for months. They then cancelled the order and did not refund my money. I have now called 4 times. All 4 times being told it would refunded within 3-5 days. This is over a period of at least 2 weeks. They have stolen my money.
Business Response
Date: 05/21/2025
***********************************
May 21, 2025
Customer Relations
**********************
************************************************************
*******, *******; 60611
Reference File # ******** **** ******
Dear BBB Customer Relations;
We have completed our investigation into Ms. ******* complaint regarding her dissatisfaction with the fulfillment of her order from Parts Direct and the associated refund process.
We have reach out to our Parts Direct Escalations Team, and they responded as follows:
We have called and spoken with Ms. ****** this morning to advise the ****** refund ($141.69) for order W560401 was processed today 5/20/25. ********* thanked us for the confirmation call and has received the ****** email confirming the refund.
Please note that depending on his card issuer's policies, it may take 1-5 business days for the refund to reflect in her account. Since the requested resolution has been fulfilled, we have closed this matter in our system.
We sincerely apologize for any inconvenience or frustration Ms. ****** experienced while dealing with Sears Parts Direct. We deeply value our customers and remain committed to providing them with complete satisfaction and a fair resolution to any issues.
Sincerely,
****** ******
Regulatory Complaints Specialist
******************************************************************************Initial Complaint
Date:05/15/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On April 26th I placed an order online for a water softner part. The expected delivery date was May 1st. On May 1st it wasn't delivered. May 2nd, I called and was told there was no ship date, so I requested that the order be canceled. I was told a confirmation email would be sent and it wasn't. May 3rd, I again called and was told that the order wasn't canceled but assured it was now canceled and I would receive a full refund. I got the email ,then hours later got another email that it was shipped. I called again and was assured that when *** delivered it all I needed to do was refuse it and upon receipt of the item, they would refund my money On May 7th, it arrived and I rejected the *** as told to do. Upon tracking the pkg, it was received at the warehouse on May 9th. I called on May 12th( to allow time for it to be scanned back in) and was told it was received *** they tried numerous times to refund the money on my card but it failed. They asked for an another card number to put the refund on which I declined because I know it has to go back on the same card. I then called my card company who informed me that they locked my card and was issuing me another one because Sears did not try to refund the money but tried MULTIPLE times to charge my account again. Please help. I do not have the item, I refused it at delivery. I never even opened the pkg because I never touched it. I just want my money refunded in full for $152.12. I canceled this item twice as I've stated and it was still still shipped. Thank you!Business Response
Date: 05/21/2025
***********************************
May 21, 2025
Customer Relations
**********************
************************************************************
*******, *******; 60611
Reference File # ******** - ***** ********
Dear BBB Customer Relations;
We have completed our investigation into Ms. ********* complaint regarding the issue that he have with her Parts Direct refund.
Our Escalations team has reach out to Ms. ******** the response that we received is as follows:
Ms. ********. called us to advise her bank will not authorize the refund to her new credit card number. We have submitted the refund check by mail form for the refund ($152.12) for order W678967. Advised Ms. ******** the checks can take 14 days or longer to be received. She will call us if she does receive the check within 3 weeks.Provided our direct contact information at ************ (8 AM - 4 PM CST Monday-Friday).
.Given that our Parts Direct Escalation Team is actively working with Ms. ******** to resolve his concerns, we have closed our file on this matter.
We apologize for any inconvenience or frustration Ms. ******** may have experienced with Sears Parts Direct. We value our customers and strive for their complete satisfaction, including the prompt resolution of any complaints. If you have any further questions, please feel free to contact me at ******************************************************************************.
Sincerely,
****** ******
Regulatory Complaints Specialist
******************************************************************************Customer Answer
Date: 05/22/2025
Complaint: 23332136
I am rejecting this response because: i accept this ONLY if I RECEIVE the check. Saying they're going to mail it and actually doing, I have found in previous experiences, are two different things. Given the situation with this company, I do not trust mere words. I will be satisfied when I have the check in hand AND it clears my bank
Sincerely,
***** ********Initial Complaint
Date:05/13/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 2/10/2025, my oven was not heating. I scheduled a service call through **************************************************, which guaranteed service the same day. The technician came and diagnosed the problem, and said he'd have the replacement part and could make the repair 3 days later. I paid the full amount for the repair, $433.50, on 2/10. Sears Home Services moved the service date from 2/13 to 2/19, and then again to 2/25. On 2/25, the technician called me and asked if the part had been delivered to me, because it had not been delivered to him. When I said I did not have it either, he said he should have the part and be able to make the repair in another 6 days. At that point, I cancelled the service and agreed to pay only for the diagnostic visit, $129.00. The attached documentation reflects both the revised agreement, and the refund to be made, specified by the technician in the receipt. I expected to see the refund reflected in my **** credit card statement, but that never *********** is difficult to speak to a live call center agent. I was somehow able to get through to an agent named ***** on 3/6/2025, who said that a request for refund had never been submitted, and she said she was submitting the request that day, and that $304.50 would be refunded to my credit card within 14 days. When that did not occur, on 3/20/2025 I managed to get through to another agent named *****, who said it was not 14 days but 14 "business days", and assured me that I would soon be seeing the refund on my credit card activity. This has not occurred as of 5/13/2025.I have made numerous call attempts since then, but all have ended up going to an AI agent called "********", who does not address refund issues. Through the website, all roads lead to ********, or to chatbots that exclude issues of my type.The associated Service Order number is ********, and the Service Unit number is *******. The Sears Home Services website "orders" page is of no use because the Service Order is "closed".Business Response
Date: 05/21/2025
Please see the attached response.Customer Answer
Date: 05/22/2025
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. I have checked my account on my bank's website and have seen that the correct amount has been credited back to my credit card.
Many thanks!Sincerely,
****** ******
Initial Complaint
Date:05/07/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Date of transaction: 07/13/2021 Amount Paid $ ******* includiing 5 yrs warranty. KENMORE REFRIGERATE Appliance was bought at: ************************************************************** ************ now closed.After several attempts to fix it, 2023 and Oct. 2024, Nov 2024, Jan. 2025, Feb 2025, I was told that the defrost censor's refrigerate was discontinued and it was given an online credit to buy a refrigerate replacement for $ ******* but an additional amount was paid to cover the new refrigerate. And the Sears representative did not want to add the warranty for this refrigerate, the current warranty will expire on June 2026, but I am afraid that at that time they will have any excuse and they won't sell it to me. In Feb 11, 2025 we were told about the new refrigerate arrival date of 3/13/2025, then 3/24/2025, later April 25, now May 22. I tried to negotiate with them, as lending a used refrigerate in the time mine is received, due that I am sick, and have to have medication in the refrigerate, but their reply was that they do not do that. I asked them if they can send me a credit to pick up a new refrigerate from any store in the Valley and they said, they don't do that either. I ask to speak with a supervisor but they responded that the supervisor was not available, and that I need to open a ticket. Then I open the ticket, but the supervisor never called me back. Could you please guide me in what else could I do? I am so stressed out, I trash a lot of food every week, and I do not get any response from anyone from Sears.Sears Protect - P O Box ****** - ************ ***** - Case ******* telephones: *******************-803-9202, ************Business Response
Date: 05/14/2025
May 14, 2025
Customer Relations
******* **********************
**************************************************************
***********************
Re: ******* &****** ******
File Number 23300302
Dear BBB Customer Relations:
We have completed the investigation of ********************** complaint regarding the delivery delays of their replacement ** refrigerator.
Our records indicate that the Castros has a Master Protection Agreement covering their refrigerator. On August 28, 2024, the ******* were authorized to receive a replacement refrigerator valued at $1699.99 under that contract. They was emailed the replacement code to shop for their replacement refrigerator online using the code they received. They placed the online order on February 10, 2025, and paid an additional $231.64 for the item they selected. However they encountered issues with having the refrigerator delivered in a timely manner. We contacted the Castros via email and provided them with the option to cancel the order which will result in them receiving a check instead a direct refrigerator replacement or they can leave the case as is and continue to wait for the delivery. Ms. ****** replied,they would like to move forward with canceling the order to receive the check. As of May 13, 2025, the order was canceled and a check for $1819.98, this amount includes delivery/installation. They should receive the check within 21 business days. We would also like to note that upon the cancellation of the order, the additional $231.64 paid was refunded back to their original payment method. Ms.****** has been advised of the details and has my email address should she have further concerns.
We apologize for any problems or frustrations that *** and Mrs. ****** may have experienced and we appreciate the opportunity to address this matter.
Sincerely,
***** ********
Regulatory Complaints Specialist
********************************************************************************Customer Answer
Date: 05/15/2025
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 vendor said that a check will be mailed out for the amount of the refrigerate and we are supposed to receive it by June 11th. We will confirm once is received.
Sincerely,
******* & ****** ******Initial Complaint
Date:05/07/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Date of transaction November 12, 2024. I was charged ****** for a refridgerator repair that was not fixed and parts that were not delivered. I contacted this company numerous times, only to get the run around.Business Response
Date: 05/14/2025
May 14, 2025
Customer Relations
******* **********************
**************************************************************
**********************
Re: ****** *******
File Number 23299845
Dear BBB Customer Relations:
We have completed the investigation of Ms. ******* complaint regarding the problems she encountered with the refrigerator repair and her request for a refund for the incomplete repair.
Upon reviewing her complaint and the service repair order for the refrigerator we contacted the repair billing and accounting for assistance. As of May *******, a refund for $807.18, minus the $129.00 diagnostic fee was issued in the form of a check and will be mailed to Ms. ******** address provided per her complaint. She should receive the bank check within 21 business days. An email from the repair unit will be emailed to her with the update.
.
We apologize to Ms. ******* for any inconvenience she may have experienced, we appreciate the opportunity to address this matter.
Sincerely,
***** ********
Regulatory Complaints Specialist
********************************************************************************Customer Answer
Date: 05/17/2025
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
Date:05/06/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
$1043.75 was paid to Sears Home Services before repairs were done on our Kenmore refrigerator. On March 5, 2025 when repairs were done the technician told us that an extra part was ordered and one part was defective. He adjusted our bill to $535.23 and told us we would be credited $508.52 to our credit card. We have yet to receive this after emailing the company twice.Business Response
Date: 05/16/2025
Please see the attached response.Initial Complaint
Date:05/06/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On March 6th I had a technician come to my house for a repair on my washing machine. He gave me the estimate price and I paid it ($455.28). On March 13th when they came to do the repair. The suggested fix from the 6th failed. The technician was nice took my ordered part back with him. Said he would return it and i could expect a refund minus the one time service charge ( I think the one time service charge was $110/$140) in a couple of weeks.On March 21st I made my first call to inquire about my refund. They lady said they needed to wait to receive the part before starting to issue a refund. But not to worry that they saw that they had it and it was being processed.On March 31st I called about my refund. This time they said it takes 20 business days from. Initiating the refund once part was received. So I gave it more time.On April 8th I called about my refund and this person said she didn't see the part was returned, but she was going to escalate the issue and I would be sent an email when the refund is issued.On 18th I called to inquire about my refund. This person said that it had already been escalated and that the refund department was just really running behind. They said they escalated again that day and to wait for an email for when the refund is credited. The promts to get through to a live person to talk about this situation are also hard to navigate as the ** doesn't let you talk to a person by just asking.I just really want my refund.. Over $300 is a lot of money for them to just be sitting on. At this point I feel like they should refund the whole amount including the service fee as I'm having to chase them down to get my questions answered and money returned.Business Response
Date: 05/16/2025
Please see the attached response.Customer Answer
Date: 05/19/2025
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
Date:05/05/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 4-16-25 I placed a phone order for $91.03 for a dishwasher part that showed Sears parts direct had in stock. It was scheduled to be delivered on 4-18-25 after waiting until 4-21-25 I went online and it showed as still pending.. I called and was then told that the part was discontinues and they would refund my money in 3-5 business days. On 4-24-25 I called and they told me the same thing. On 5-5-25 i called and they told me they would refund the money immediately. I checked my Credit card on line account and they actually charged my credit card 2 more times. one for $78.04 and one for $49.00. I called and asked to speak to a supervisor and was told that one would call me back within 20 minutes... NO CALL!!!! I made one more call and was then told that the billing department would have to handle it and they only address issues via email... THIS IS THE WORSE CASE OF CUSTOMER SERVICE I HAVE EVER EXPERIENCED... First of all advertising something that you dont have and taking money is FRAUD.. then the being lied too is beyond acceptable...Business Response
Date: 05/13/2025
***********************************
May 13, 2025
Customer Relations
**********************
************************************************************
*******, *******; 60611
Reference File # ******** - **** ***********
Dear BBB Customer Relations;
We have completed our investigation into Mr. ************ complaint regarding the issue that he have with his Parts Direct refund.
Our Escalations team has reach out to Mr. *********** the response that we received is as follows:
We confirm the refund has been processed with order C166495 per **** details Salescheck #'s ************ & ************ - 5/5/25.
We recently made changes to our refund process and this has caused some refund transactions to look like a pending authorization. Please rest assured there are no additional charges and depending on the financial institution once the authorization posts it will reflect on the refund. We apologize for any confusion or inconvenience this may cause and are working to correct how these transactions reflect in the future. ************** has already been advised of this issue..
Given that our Parts Direct Escalation Team is actively working with Mr. *********** and the refund has been issued, we have closed our file on this matter.
We apologize for any inconvenience or frustration Mr. *********** may have experienced with Sears Parts Direct. We value our customers and strive for their complete satisfaction, including the prompt resolution of any complaints. If you have any further questions, please feel free to contact me at ******************************************************************************.
Sincerely,
****** ******
Regulatory Complaints Specialist
******************************************************************************Initial Complaint
Date:05/04/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On April 15, 2025 I ordered two batteries for my Craftsman weed trimmer. The batteries were shown to be in stock. They immediately took payment from my checking account. I next received an e-mail stating that my order had been received and was being processed, estimated arrival time April 29, 2025. On April 18th I received an e-mail stating the product was temporarily unavailable. I have tried every phone number, the chat option only to be told no agents were available, and tracking the order which yielded me the message that they have no record of that order number or e-mail. It is impossible to communicate with their AI assistants and impossible to talk to a human. They lied about the batteries being in stock and took payment, and, judging from the number of complaints I have found, I doubt I will ever get the batteries. By the way, your web site wanted a Sears address and I have no idea which address would be correct. I have only two customer service numbers, neither of which is helpful. Thank you for your help.Business Response
Date: 05/11/2025
***********************************
May 11, 2025
Customer Relations
**********************
************************************************************
*******, *******; 60611
Reference File # ******** ***** *******
Dear BBB Customer Relations;
We have completed our investigation into Mr. **** complaint regarding the fulfillment of his order from Parts Direct and the issue with the fullfilment.
Upon review, we confirmed that the part 91vg-52chain is no longer available from the manufacturer, a matter unfortunately beyond our control. In response to Mr. *** request, a refund in the amount of $23.19 was issued to his credit card ending in 9001. The refund was processed on May 5, 2025. Please note that depending on the card issuers policies, it may take ************************************************* his account.
We sincerely regret the inconvenience and frustration this issue has caused Mr. *** We appreciate his patience and understanding during this process. As the matter has been resolved and the requested refund has been provided, we have closed our file on this case.
If Mr. *** or your office has any additional questions or requires further assistance, please feel free to contact me directly at ******************************************************************************.
Thank you for your attention to this matter. We remain committed to resolving customer concerns promptly and fairly.
Sincerely,
****** ******
Regulatory Complaints Specialist
******************************************************************************Customer Answer
Date: 05/13/2025
Complaint: ********
I am rejecting this response because: I am not Mr. **** You have apparently conflated two separate complaints. My complaint is for two batteries I ordered in April, 2025 in the amount of $110.83. The batteries were advertised as being "in stock", and the amount billed was immediately taken from my checking account. Since that time I have received multiple emails stating that the batteries are on back-order. According to all emails I have received my complaint number is ********* The resolution I requested is cancellation of the order and reimbursement in the amount of $110.83. Please inform me when this issue has been resolved.Sincerely,
(Mrs) ***** *******Business Response
Date: 05/28/2025
***********************************
May 28, 2025
Customer Relations
**********************
************************************************************
*******, *******; 60611
Reference File # ******** ***** *******
Dear BBB Customer Relations;
We have completed our investigation into Ms. ******** complaint regarding the fulfillment of her order from Parts Direct and the issue with the fullfilment.
Upon review, we confirmed that the part 91vg-52chain is no longer available from the manufacturer, a matter unfortunately beyond our control. In response to ********** request, her order has been canceled, and a refund of $110.83 has been issued to her card ending on 5622. The refund was processed on May 11, 2025.We sincerely regret the inconvenience and frustration this issue has caused Ms. ******* We appreciate his patience and understanding during this process. As the matter has been resolved and the requested refund has been provided, we have closed our file on this case.
If Ms. ******* or your office has any additional questions or requires further assistance, please feel free to contact me directly at ******************************************************************************.
Thank you for your attention to this matter. We remain committed to resolving customer concerns promptly and fairly.
Sincerely,
****** ******
Regulatory Complaints Specialist
******************************************************************************..Customer Answer
Date: 05/29/2025
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,
***** *******
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