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Sears review: Sears master plan protection

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2:06 pm EST
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My family has been without a working fridge since 1/15/24. I have the Sears Master Protection plan. The tech came out 1/17 ordered the part needed. We never heard back from anyone we would just received an automated email that said my part is on back order. Tech was sch to come out and when they never arrived we called back in on February 1st. The rep said that he would start a claim and that if they couldn’t get the part in 10 days they would start process to replace the fridge. He told me someone would contact me but if I didn’t hear back to call back on 2/11. I called and the office was closed so I called back last Monday. When I called the guy said next step is to put a replacement request in which would take another 10 days to review. Since then we have called every day and received different answers from everyone we speak to. The person we spoke to today actually laughed when we said we have been without a working fridge for a month. I find nothing funny about not have a fridge for my family. The part that always requested they said is discontinued and they can not get the part however one of the reps said they may decide to not replace the fridge? This is the 2nd time this same part went out in my fridge in less then 3 years. I have tried to speak to supervisor or managers and was told the sups don’t do anything but listen to calls. A few people said a sup would call back 24-72 hours and no one has reached back. The lady that I spoke today was rude wouldn’t let me speak and had the audacity to tell me it’s my fault this isn’t getting resolved because I keep prolonging the issue. I have speak a lot of money for the warranty and can’t seem to get anyone that actually cares enough to help. I can’t continue to go without a fridge. I have filed a complaint with BBB and have reached out to multiple people trying to get this resolved. Why is it that people say get a warranty so you will be protected I got the warranty and there is nothing I can do but wait. It would be one thing if I had been a week not 33 days. The lady that laughed at me and just put me on hold for 30 mins and wouldn’t let me talk is not a great representation of this company. Is there just 1 person I need just 1 person with in this company that will look at this and act on it. I would never wish anyone to go without a fridge for 2 days much less over 30 days

Claimed loss: $2500

Desired outcome: Replacement Refrigerator. The option to choose a fridge that would work. Reimbursement for all wasted food I throw away that I can’t store.

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