Transform Home Improvements

Tried to get service on a 18 month old HVAC system that they installed. After 45 minutes of calling to several numbers and talking to several of their call centers, I was not able to talk to anyone who knew anything about their project.

My wife and I wanted to install a new bathtub and shower tile. After much research and talking with several companies, we chose to partner with Sears (Transform Home Improvement) due to the brand-reputation of Sears as a company committed to high quality work. We could not be more disappointed in the outcome. The local project manager for Sears/Transform (Gabriel Rubio) has not engaged in respectful communication with us or taken effective action in response to our concerns, and has continually made us feel like we have no value at all as customers or even as human beings. Additionally, the installer Sears/Transform used for the project (Olivas Kitchens) used multiple damaged tiles in the project, and performed a low-quality grout job that left holes, cracks and crumbling patches throughout the new tile. Almost immediately after Olivas Kitchens completed the project in January, we noticed issues. Our hot water wasn't working as usual, the new shower arm was installed crookedly, and the installer (Juan) left a huge mess behind for us to clean up. After two weeks of using the new tub and looking at the new tile, we noticed the cracked tiles and hole-ridden, cracked, and crumbling grout. We reported these issues to Mr Rubio (Sears) less than two weeks after the project, in early February. It took us numerous emails and phone calls to get him to reply, which he finally did two weeks later. At that point, in mid-March, after three more weeks of no communication or action, despite multiple more attempts to contact Mr Rubio, he finally acknowledged us. However, it took two more months and constant communication from us to get Mr Rubio (Sears) to take any action at all. Finally, in late May, Mr Rubio sent Juan from Olivas Kitchens back to our house to see the issues. Mr Rubio then went three weeks without acknowledging our requests for an update. When he finally did reply in early June, he said the damage was our fault and he (Sears) would not fix any of them. This is despite the express 1-year warranty clearly documented in our contract with Sears/Transform. At least four times now, I have asked Mr Rubio for the name and contact info of his manager so we could attempt to work with someone more compassionate, but he has failed to even acknowledge those requests. His lack of communication, action, and empathy is disheartening and sad. We trusted Sears/Transform to do this project, which cost our family a lot of money. Time and time again, Mr Rubio, Sears/Transform, and Olivas Kitchens have violated our trust and made us feel insignificant. After four months of trying to get them to help us, we're still left with cracked tiles and crumbling grout. Avoid this company and these individuals at all costs.

Do not use this company. We purchased a $20K HVAC unit from Transform. We discovered issues with the exterior installation within the first week but they are non-responsive to 3 months of phone calls and e-mails. We trusted them because of their affiliation with Sears. Unfortunately, Sears refuses to help because they are considered a third party.

They would not honor their no lemon guarantee for my HVAC even though their own worker stepped on my drain line and fell onto the unit knocking it off of it's foundation causing major leaks in every room of my house. They have zero customer service skills and stood in my own home and called me a liar to my face. Use this company at your own peril.