Product: Sears Master Protection Plan Clear all filters (3 of 3 reviews match)
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Sears - Beyond frustrated!!!

1.8
Details
We purchased a Kenmore central air system last summer. It took them a month to get around to installing it. We live in Ohio and only use air for about 4 months in the summer. This summer it began freezing up. I called for repair at the end of June... couldn't come for 2 weeks. The technician came and said he had to order a new compressor. We waited another two weeks. Waited all day, they didn't show up. The guy didn't come till the end of the next day. He replaced the compressor which worked for three days. And the unit began freezing up again. Called for service again--another two weeks. This guy came, said he couldn't fix it, put more coolant in it and said he was turning it over to the installers because when they installed it they didn't replace the tubing. We should expect a call in a couple of days....three days later I called because I hadn't heard from anyone. The technician hadn't followed through and we had to schedule another time, for another technician...another week. We waited all day yesterday. No show again!! I called and was told that he was here and fixed the unit. (I was waiting here all day, watching for him). He lied. Now we a rescheduled again. September 11! Seriously? We've been trying to get this unit repaired for over two months. Winter is coming, but I'm not giving up. Sear needs to stand by their service agreements, and in a timely manner.
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Review
#1095148 Review #1095148 is a subjective opinion of poster.
Product
Sears Master Protection Plan
Cons
  • Installer and customer service
  • Complete disregard for customer
  • Incompetent repair technicians repeatedly
Reason of review
Poor customer service
Loss
$6000
Preferred solution
Deliver product or service ordered
Tags
  • Kenmore Central Air Conditioner

Sears - Master protection plan-repair kenmore elite refridgerator

Bought a Kenmore Elite model bottom freezer double door fridge a year ago. Worked great up until about a month ago. Now running so loud we can hear it when we are lying in bed upstairs! I call for repair service, as I have the Master Protection Plan, that I paid $544.00 for and they have some "pre-diagnostics" they do over the phone and said that its 'normal for a fridge of this age (so old-1 year) to sound loud, and they can't send a repair person out for it. Really? So I wait for a week, and now the thing is running louder than ever and an odor of burnt plastic is detected. I call again, get the "Pre-diagnostic" person and she asks me if its just the smell of plastic , because thats normal and we can't send a repair person out. I finally convince the lady on the other end that its loud and smell like its burning!! Got an appt. now today they send email to tell me its not on the day we decided on but the day I work..I am soooo upset with Sears and their repair service. They won't tell you if they are stopping by in morning or afternoon, just 8-5p..and they expect you can just sit there all day waiting on them..please take the paying customers schedule into consideration. If treated with concern we may repeat our business with you , Sears, but they way I've been treated and others I've read here, I can see that's not your concern. It leaves us frustrated and not sure what to do..why should we get repair services outside our contract , when we paid so much for your Master Protection plan. Shame on you Sears!
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Review
#991989 Review #991989 is a subjective opinion of poster.
Product
Sears Master Protection Plan
Reason of review
Poor customer service
Preferred solution
To have the appointment for my repair on the original day I decided upon in the first place..not someone mistake date

Sears in Huntsville, Alabama - Another Unsatisfied Customer

1.0
Details
Purchased a Kenmore Upright Freezer 6/15/15 w/ Master Protection Plan. Have had 3 service call that required replacement of parts plus food loss twice. When I submitted the 2nd Food Loss Claim, Sears notified me to inform me that it was rejected because ONLY 1 Food Loss Claim is allowed per year. However, it requires a maximum of 4 service calls b4 a product replacement is honored. The Protection Policies offered during purchasing does Not emphasizes a limit on Food Loss Claims (1 per yr). Remind you, parts have been replace on 2 of 3 service calls of which I had food loss. After speaking with a rep, I said the policy need to be revised because it is NOT balanced based on the number of service calls vs. the number of Food Loss Claim allowed. With them refusing to NOT waiver or honor the 2nd c claim, this gave me clear indication NEVER, & I mean NEVER shop there for ANYTHING!!!! Yes, they made better on this policy but no future ones from ME.
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Review
#858581 Review #858581 is a subjective opinion of poster.
Product
Sears Master Protection Plan
Pros
  • Person who sold the fridge
  • Nat
Cons
  • Warranty
Reason of review
Warranty issue
Loss
$250
Preferred solution
Full refund

Contact Sears Customer Service

Mailing Address:
Sears Holdings
3333 Beverly Road
Hoffman Estates, Illinois 60179
United States
Phone:
(888) 204-4019
All Sears Contacts

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