SEARS MASTER PROTECTION AGREEMENT

Washing machine failed to work 07/2023. Tech sent several times since then till finally 122023 Tech said no can do on repair get new washing machine and Sears Master protection will provide something. Have been trying since then Now it's 11/15/2024 and have been told "Too long" and nothing can be done. Same thing happened years ago with treadmill. Should have thought about this incident before purchasing agreement till 05/2028 for 4 appliance for over $2.000 Learned my lesson.

We were still under our Protection Agreement when we scheduled our yearly maintenance and were told as long as it was scheduled BEFORE the warranty ended, that we were good to go. Well, funny thing, the day after the warranty ended, someone CANCELLED our appointments for maintenance. We did NOT cancel and Sears can't tell me who did and NOW because our policy ended, the won't re-schedule. That was rather convenient for them to do. Wasted so much of my time trying to get them to honor what they had told us. Not asking for the moon, just a maintenance on two appliances which they should have done a month ago but would NOT do because they both needed some service. How convenient then that they just couldn't quite fit us in, in time. Poor customer service, not giving us credible information or dealing in an efficient manner. They used to be a good company but NOT lately. Too bad for them to lose such long term customers. Oh well, I'm sure someone else will gladly take our money.

Terrible company. STAY AWAY!

I purchased my side by side refrigerator in 2018. I also purchased the Master protection plan. Sounded like a great warranty that last 10yrs! FAIL!! In 2020 my fridge stopped keeping cool and it took over 3weeks to finally get a tech here. Now here we are almost to the date 1yr later with the same problem. I am going on 4weeks without a fridge and techs dont show along with customer service either puts me on hold or hanging up on me. I have spent countless hours trying to use this protection that I cant use. *Going into week 4 without a fridge or tech 6/2/21 I have read many post of people with the same fridge having the same problem at the same time as me. There is a faulty system on both ends, the fridge and service.

I bought a MasterProtection Agreement for my microwave through Sears. Agreement was for 1 year. My microwave went d down approx 2 months after I bought the protection. I took a day off work (I don't get sick time or holiday pay) Service appointments are 4 hour windows 8-12 or 1-5. A technician came out and said that they were not going to honor the agreement because of what he thought was a pre-exisiting condition. I asked what he thought the pre-existing condition might be. (As we had already had to repair and replace the previous model and the same company installed this newer model) He did not tell me but stated that the district mgr. thought that since we reported a problem with the microwave in less than 60 days they determined there was a pre-existing condition. So of course I called Sears. They were wonderful on the phone and said there was no such policy and that they would approve the repair. Awesome. So I thought. So I took another day off to have a repairman come out. The tech called me and said he would be there in a half hour. Then he called and said he couldn't make the appt. as it wasn't approved by the district manager yet. So they rebooked on a three day weekend. The tech called me and said he would be there in a half hour. Then he called and said he couldn't make the appt. as it wasn't approved by the district manager. So I called sears again. So now they want to set up another appointment and I will have to take another day off work with no guarantees they are going to resolve this issue and actually come out. So that will be 3 days off work with no pay and a ruined 3 day weekend. With the money I lost so far I could have bought at least4 microwaves to replace this one. The name of the company that does the appliance servicing for Sears is A&E Factory Service. Believe it or not, this is the short version of my experience with this matter, ha. I will say the people I have talked to at Sears Customer Solutions have been very nice although I think I have gotten disconnected 4 or 5 times by them but I do think they need to come up with a different name other than Customer Solutions because they have found no solutions to my problem.

My last two attempts to get service have not gone well. When I needed service on my treadmill, it took more than a month for them to get the parts and get a service person out to fix it. I had no use of the treadmill for over a month. When I needed service for the garage door opener, I had to wait about two weeks for an appointment. Then no one showed up. When I called, they rescheduled me for their next available opening - more than two weeks away. I am still waiting for this service.