I called Sears extended warranty (Searsmyhome) to report my refrigerator was not working. I lost a lot of food but I was able to transfer as much food as I could to the garage refrigerator/ freezer
March 23- Sears Tech arrived, analyzed the problem and ordered parts. Refrigerator was not working when Tech left.
April 5 – Tech replaced assembly. The refrigerator/freezer was working when tech left but a few days refrigerator/freezer stopped working. Called Sears for another appointment.
April 20 – Tech returned and more parts were ordered. Next appointment was set for May 7
May 7- Tech said there was a major problem and suggested an overhaul. Part ordered were: assembly lamp, compressor, valve, condenser, assembly wire, and acontrol board. Parts were delayed. Arrived June 18. Appointment was set for July12.
July 12- Tech installs all the parts but the light in the refrigerator would not work. Orders another lamp assembly sets appointment for Aug.2
Aug.2 Tech arrives to install a new lamp part. He indicates possible wiring problem inside encased unit. Before he leaves the light in the freezer goes out. Tech orders a new control board and another assembly lamp. He schedules appointment for Aug.27. Refrigerator and freezer gradually began to warm and in one week it did not cool at all. Parts are received by Aug.4
Aug. 26 – Received and email from Sears cancelling Aug. 27 appointment. I called to complain and they reset the appointment for Sept. 28
Sept. 28- Appointment was set for between 1-5. I took a half day off from work. I received a text at 5:07 notifying me that the appointment was cancelled. Called Sears to complain. I told them the refrigerator/freezer were not working at all. Next appointment is scheduled for Nov.2.

From before March 23 to the present (over seven month) my refrigerator/freezer has only worked for a short time. The service technician has been to my house six times. I called to complain and they said they is nothing they can do we just have to wait until the technician shows up.
On October 4 I contacted the Protection Agreement Office at 800-827-6655 and talked to Ronald. He stated that they can not replace the refrigerator/freezer until the technician verifies that the refrigerator can not be fixed and it is approved by his supervisor. I explained they have cancelled two appointments on Aug.27 and Sept.28. How do I know they will be here on Nov. 2. He said they would be here.

It is three weeks now that I am waiting to have a pump replaced in the disgwasher. The serviceman ordered the part and said it would be delivered to my residence. The part never came. Called to check on it and was told it would be here the next week. No show. Now it is the third week and still nothing not even a call from the serviceman. What a rip off this is. Have been on the phone for over an hour with foreigners I can’t understand and they don’t have a clue on what’s going on. I will never purchase a protection plan again nor will I buy a Sears product again. Will also advise others of this horrible experience. Sears has no Customer Service.

I know times are hard after the pandemic. but when you buy the protection agreement, everyone you speak to uses very clear English. With the repair line all you get is heavy accents and made up names. I've been calling since Sunday just to get a repair appointment. The phone guy says no appointments are available! So I figure the computer is broke or it's Sunday. So I call back Monday, the phone person says no appointments available but a repair tech will call me back within the hour. A day and a half later no one has called so I call the protection agreement number. Talking to a computer is hard but this computer doesn't recognize either of my phone numbers or the protection agreement number. They hang up. I call back they hang up again. Finally I get William who will check on it and hangs up. Bear in mind every time I call I listen to a computer who doesn't recognize my phone number and then if I get a human I can hardly understand them, and then they put me on hold. Guess what they hang up. After William, I got Rebecca, Clarice? and Saul. So Saul tells me again no repair appoints are available but someone will call back. Here I am all over again. There is no recourse, they have my money they made a promise and pandemic or not they are not holding up to their promise. Someone should simply say "Ok go get the thing fixed locally by a non Sears repair person however you can and we'll add more time to your protection agreement." Don't hang up and for God sakes hire people that can speak English! HIre people who care and have the proper guidance to help your clients.

I HAVE BEEN WAITING FOR OVER 2 MONTHS TO HAVE MY WASHER FIXED DEC.7,2020 FIRST APPT. NO CALL NO SHOW! IT SOUNDS LIKE A JET ENGINE PLANE, BUT STILL FUNCTIONAL. FIRST TECH CAME AND ORDERED PARTS.I HAVE HAD 4 DIFFERENT TECHNICIANS COME OUT AND ORDER PARTS AND 1 CAME AND SAID HE COULD NOT GET THE MACHINE APART AND SAID THIS IS A 2 TECH PERSON APPT THAT SHOULD HAVE BEEN SCHEDULED AND THOUGHT HE MAY HAVE TO CHISEL SOMETHING OFF, AND PROCEEDS TO ORDER ANOTHER PART. AFTER HE SCHEDULED ANOTHER APPT, 2 TECHS CAME OUT AND WORKED ON MY MACHINE FOR 3 HRS AND PROCEED TO TELL ME THEY GOT THE PARTS ON BUT, IT DOESNT WORK BECAUSE THEY BROKE THE ELECTRONIC CONTROL BOARD. SO ANOTHER APPT SET FOR FEB.22,2021. I CALL AGAIN AND NOW THEY TELL ME THAT THE PART IS ON BACK ORDER AND NOT EXPECTED TO SHIP UNTIL MARCH 19, 2021. UNACCEPTABLE!!!!!!!!!!!!!!!!!!!! I HAVE 7 PEOPLE IN TYHIS HOUSEHOUD, WE SPENT 75.00 OVER THE WEEKEND AT THE LAUNDRY MAT. I CANNOT AFFORD TO DO MY LAUNDRY AT A LAUNDRY MAT. I PAID FOR THE MASTER PROTECTION PLAN AND I AM SOOOOOOO FRUSTRATED AND DISAPPOINTED IN THIS SERVICE OR LACK THERE OF. I HAVE TALKED TO NUMEROUS CUSTOMER SERVICE REPS AND HAVE BEEN DISCONNECTED AND TRANSFERRED AND HAVE HAD SO MUCH SMOKE BLOWN UP MY ASS. BEYOND PISSED.
OH, AND I ALSO HAVE A REFRIGERATOR THAT HAS BEEN BROKEN FOR 1.5 MONTHS AND STILL WAITING FOR THAT TO BE FIXED. USING A DORM REFRIGERATOR WITH 7 PEOPLE IS NOT WORKING OUT TOO WELL. I SHOULD NOT HAVE TO GO BUY ANOTHER REFRIDGERATOR, SAME RUN AROUND WITH SEARS AND HAVE THE MASTER PROTECTION PLAN ON IT TOO. NUMEROUS CALLS AND ABSOLUTELY NO RESULTS!!!!!!!!! I HAVE LOOKED ON THE BBC WEBSITE AND HAVE READ MANY COMPLAINTS ABOUT THIS WHOLE SERVICE. ALMOST EXACTLY THE SAME SITUATIONS. THEIR THIRD PARTY TECHS ARE ABSOLUTELY HORRIBLE!!!!!! WILL NEVER RECOMMEND SEARS TO ANYBODY. NO WONDER THEY WENT OUT OF BUSINESS.

I have called Sears to have a service man come and look at it. They came one month later. I called on Sept. 2015 and
they didn't send anyone till Oct. and he said the circuit board was broken but couldn't understand how I could get water
and not ice. It was making a loud noise that was annoying and I wanted him to shut it off and he said if he shut it I would
lose my freezer and the fridge. It was all connected, so he left it running. He was going to order parts and it has been now Nov. and all the parts are on back order or not available. They said I could get another appointment on December 30th if the parts come in. Do you mean I have to go thru Thanksgiving and Christmas hearing this loud grinding noise day and night till
then. I didn't pay $700 to have to wait this long. The man told me if the parts weren't delivered to my house within 7 to 10 days to call and request a replacement of the fridge. I have talked to many people about this and they say they cannot help I just have to wait to December to see if they can get a hold of the parts. I think this is a scam and if someone in the protection agreement doesn't do something, then we are going to get in touch with the Better Business and put in our compliant. Because this is running all day and night, my electric bill is very high. So if you can get back to me by e-mail or phone and let me know
if there is something you can do to please let me know. Thank you for your help in this matter. The parts seem to be on back order or not available. [email protected]

I will NEVER renew my service agreement with Sears again!!!
I have had a master service agreement for several years, but never experienced any problems until now. A service tech came to my home on August 19th to repair my front load washer He said the part was discontinued and the washer would have to be replaced. I began calling 2 days after he said he submitted the information to Sears. Every time I call customer service my wait time has been 3-4 hours! When they finally answer I am transferred to another number Each time I am asked to tell the long story of what has happened. I have spoken with the "overflow" department after being transferred a second time. The last call was with Carmen in the overflow department Friday, Aug 28th. I asked about the long wait and she said they work from home for Amazon Connect and they are all on the same line????? She said the technician needs to give them the part number so they could look for the part. She said she called the tech while I waited on the line and he was to email them the part number. She promised me a call back from her or the lead person on her call team on Monday, August 31st. It is now Wednesday, September 2nd, and I am sitting on hold again, waiting for customer service. I asked Carmen for the direct number to call her back if I needed to and she said she did not know the number???? The automated line starts off with how they are protecting customers during the covid pandemic. I am 65 and my husband is 70. We both have chronic health problems, but we have had to go to the laundromat since my washer broke down. That is probably the worst place to be during a pandemic. How are they trying to protect me??? I need a washing machine replaced which is stated in the agreement to be replaced if it cannot be repaired. I paid a lot of money for the protection which has proved worthless at this time. NEVER AGAIN!!!

I bought a Kenmore Washer in 2011 and purchased the protection agreement. This washer has caused me a lot of problems especially in the last year. Each year when I get a letter in the mail reminding me that my agreement is about to run out, I immediately renew it for a year at the cost of approximately $80. This last year has been a nightmare. In August of 2019, I was without the washer for quite a while waiting on the serviceman. When he came, he was here 1 hour and a half, said he "calibrated" it. It worked for a month. In Sept., I had a repairman come out and say that the first one didn't know what he was doing and it needed an accuator which he put on it. In Oct., it failed again and another repairman said accuators go bad quickly and put another one it. It worked until the middle of Jan. and started doing the same old thing again, not pumping the water all the way out. The repairman tells me this time that his meter says it is the main board and then decides to check the motor too and says the motor most likely needs to be replaced to so he ordered both parts and again I am without my washer for a good two weeks or more.
I then called my Protection Agreement Number to see what my rights are about getting a new washer. In my agreement, I read that after three repair jobs in 12 months, I qualify for a new washer. I called the Benefits Dept. I am told that my agreement is not a Master protection Agreement, only a "repair agreement" and the only way I qualify is if they are unable to fix the washer.
I read from my original protection agreement which says "Master Protection Agreement" and tell this person that my agreement says it is a MPA. Then she tellls me she will switch me to another dept. and "do I have any more questions". I tell her she can't answer my questions and demand to be switched. After long holds and more switches, I get a nice guy who tells me the same story but he has more details. He said my MPA was switched over to a regular "repair agreement" in 2018 and I should have opted to pay $4 more on the month to get the MPA. I was never told there was any difference, just renewed my agreement each time I got a letter. I told him I believed Sears was being crooked and he disagreed and said they would not do that over $4 for a year.
I believe they would and I believe that the switch was made because my washer was constantly giving me problems so they switched that agreement without me knowing it so that they would not have to give me a new washer.
I believe a lawyer could take care of this rather quickly as it is so obvious that they are up to something.

Once again, right when we thought the broken TV issue would be replaced (due to 7 months of problems, 7 visits by a serviceman, 4 service visits serviceman just didn't show (and in two instances, claimed service visit was "cancelled by customer" and was not), and 5 parts replaced including LED board, PCBoard (main brain), Speakers, wires, and other parts! Now Master Protection Agreement BENEFITS PABA told the Sears store manager Jeff (who called for me at Ventura Sears store) on Nov 9 2017 that they (MPA) had a second PCBoard main brain ordered in early November so they denied replacement of my TV "until 21 days went by where the backordered part does not arrive" and then they promised Jeff and customer Cheri Garlinger that they "would replace her Samsung TV at that point... if the part never arrived by 21 days of Nov 25th". The serviceman did not show up for the appointment of Nov 25, nor did he call, nor did I receive any response from MPA once again! I (cheri) called them after 21 days and MPA Benefits (I have names) said to "wait a few more days and [they] would THEN replace the TV if the part did not come in". Still no response and they denied replacement (records). On December 20th, I went to Sears Dept store Ventura where Jeff and another Representative Michael were aware of the situation... Michael called MPA Benefits and they gave him the run-around too. Michael was disgusted with MPA as I was at their lies that we caught them in and they hung up and transferred our call over and again... After over 1 hour of run-around to Michael and customer Cheri by MPA Benefits Papa, they said "Oh, the parts were cancelled" and "your TV was fixed already", and they hung up on us. This information is true and correct, with witnesses against MPA back 6 months of continuous problems of lies by MPA. Cheri Garlinger 141 Santa Monica Ave Oxnard, CA 93035 [email protected] Dec.21, 2017. I ask for a reply. Thank you.

Once again, right when we thought the broken TV issue would be replaced (due to 7 months of problems, 7 visits by a serviceman, 4 service visits serviceman just didn't show (and in two instances, claimed service visit was "cancelled by customer" and was not), and 5 parts replaced including LED board, PCBoard (main brain), Speakers, wires, and other parts! Now Master Protection Agreement BENEFITS PABA told the Sears store manager Jeff (who called for me at Ventura Sears store) on Nov 9 2017 that they (MPA) had a second PCBoard main brain ordered in early November so they denied replacement of my TV "until 21 days went by where the backordered part does not arrive" and then they promised Jeff and customer Cheri Garlinger that they "would replace her Samsung TV at that point... if the part never arrived by 21 days of Nov 25th". The serviceman did not show up for the appointment of Nov 25, nor did he call, nor did I receive any response from MPA once again! I (cheri) called them after 21 days and MPA Benefits (I have names) said to "wait a few more days and [they] would THEN replace the TV if the part did not come in". Still no response and they denied replacement (records). On December 20th, I went to Sears Dept store Ventura where Jeff and another Representative Michael were aware of the situation... Michael called MPA Benefits and they gave him the run-around too. Michael was disgusted with MPA as I was at their lies that we caught them in and they hung up and transferred our call over and again... After over 1 hour of run-around to Michael and customer Cheri by MPA Benefits Papa, they said "Oh, the parts were cancelled" and "your TV was fixed already", and they hung up on us. This information is true and correct, with witnesses against MPA back 6 months of continuous problems of lies by MPA. Cheri Garlinger 141 Santa Monica Ave Oxnard, CA 93035 [email protected] Dec.21, 2017. I ask for a reply. Thank you.

Once again, right when we thought the broken TV issue would be replaced (due to 7 months of problems, 7 visits by a serviceman, 4 service visits serviceman just didn't show (and in two instances, claimed service visit was "cancelled by customer" and was not), and 5 parts replaced including LED board, PCBoard (main brain), Speakers, wires, and other parts! Now Master Protection Agreement BENEFITS PABA told the Sears store manager Jeff (who called for me at Ventura Sears store) on Nov 9 2017 that they (MPA) had a second PCBoard main brain ordered in early November so they denied replacement of my TV "until 21 days went by where the backordered part does not arrive" and then they promised Jeff and customer Cheri Garlinger that they "would replace her Samsung TV at that point... if the part never arrived by 21 days of Nov 25th". The serviceman did not show up for the appointment of Nov 25, nor did he call, nor did I receive any response from MPA once again! I (cheri) called them after 21 days and MPA Benefits (I have names) said to "wait a few more days and [they] would THEN replace the TV if the part did not come in". Still no response and they denied replacement (records). On December 20th, I went to Sears Dept store Ventura where Jeff and another Representative Michael were aware of the situation... Michael called MPA Benefits and they gave him the run-around too. Michael was disgusted with MPA as I was at their lies that we caught them in and they hung up and transferred our call over and again... After over 1 hour of run-around to Michael and customer Cheri by MPA Benefits Papa, they said "Oh, the parts were cancelled" and "your TV was fixed already", and they hung up on us. This information is true and correct, with witnesses against MPA back 6 months of continuous problems of lies by MPA. Cheri Garlinger 141 Santa Monica Ave Oxnard, CA 93035 [email protected] Dec.21, 2017. I ask for a reply. Thank you.

I have a Master Protection Agreement for a freestanding ice maker. On July 31 I called for a repair appointment. One August 25 a technician came to my house. They could not repair it. I was told I would get a call on Monday morning to schedule another appointment. I receive an email scheduling this for Sept 28, 5 weeks later. I could not be there that day. It took me 3 days to be able to get either a "chat" on line or a person to reschedule it. I now have an appt on Oct 3. Over 9 weeks after my original call for service. This is NOT acceptable for a warranty not to be able to schedule a repair until over 9 weeks later. I want a new icemaker, now!

Ann Cuseo, 808-741-7449, [email protected]

Sears Master Protection Agreement #145803522600004.