Sears review: Master protection agreement - impossible to speak to a human 41

I have been waiting for my 2 year old dishwasher purchased from Sears to be repaired. It broke down in July 2020. I purchase a service agreement with the dishwasher to be valid through 1/2022.Serv tech came 8/6/2020 and needed to order parts. Contacted him twice and they are unable to obtain the parts. I began to contacting Sears in October. Was told they should have followed up... I have contacted Sears 6 times. Have waited on hold at least 10 hours total and continue to get the run around. I was told by Sears I need to speak to escalations dept. I sat on hold for 2 hours before hanging up. Called again and requested a manager and was told an escalation manger would contact me within 24-48 hours. Did not receive call..I contacted again, sat on hold for over a hour before being told I needed a different dept. Waited again for 45 minutes when a rep picked up and disconnected me. Called back and received the same person telling me I need a different department and he transferred me. I waited another 15 minutes when a recording came on and said they cannot take my call and disconnected me.. I then contacted the warranty department as if I was interested in purchasing a plan and SUPRISE a person immediately answered. Gave him the run down and was told I need to speak to Benefits Administration and was transferred there. This is over 4 months of trying to resolve. I realize that we are in the midst of a pandemic, however I have been more than patient and continue to get the run around etc. It is a shame that we must wait like this. They certainly didn't have to wait for payment of appliance and warranty purchase. If it cannot be fixed they need to supplies me with another dishwasher as the warranty states. HUH! Wish me luck. I have always purchased appliances from Sears and purchased service agreements and they have been great. It is a shame that their warranties and customer service have taken a HUGE downturn...It is no longer a sears tech that comes out, they are now Sub contracting with appliance repair contractors and I empathize with the contractors as they do not even get paid until the repair is complete. I will NEVER purchase another agreement with them again.

DO NOT BUY Sears master protection. It is a fraud.Repairman came to my house on Oct 13/2020, ordered all the wrong parts for my microwave.. Repairman again comes to install said parts (finally 11/25/20) and says it is a disaster! He says he has to order MORE parts!Next visit will be Dec 21/2020! (IF they get the parts) another month. On top of that he BROKE the top vent which fell on my glass top stove! Now we need a new vent part also!I was on hold for 4 hours first time, 2 hours second time with Master protection people, not to mention at least 6 calls to sears customer service. The "repairmen"" they send have NO idea how to repair. The "manager"Antonio denied my request to replace the built-in unit. This company hires people who know NOTHING about repairing anything. CLEARLY sears will hire ANYBODY. I have bought appliances for 40 years from sears.. NO MORE. WORST SERVICE EVER.

I have waited from Nov.3 until 12/17 on a part for my washer. I could not wait any longer for the part and purchased a new washer from another vendor not SEARS. I will wait and see what happens about the replacement since I have replacement the washer on my own. You are correct no one will answer the call and keeps you on hold for hours.

I am in tears reading all the complaints. I too have a serious complaint about this plan. I have been without a refrigerator since August. Repair man came iut in September and ordered 7 parts. Ok only 6 came and last part still on back order. Ok kept calling for 2 months about the status and was tild nothing they can do as all parts are taking long time due ti factories closing due to pandemic. Finally got a rep to tell me oh Mrs. Your entitled to a new product due to over 30 days wait for parts. Ok now im happy! Well after a week no call email or text messages about my new refrigerator. Calls back and gets a manager to twll me oh the part you waiting on is a non functioning bracket and your refrigerator can still be fixed sobhe set an appointment for 12-4-20. Well the day before the appointment i confirmed the appointment only to be told no one did the confirmation because your still waiting on a part. Are you freaking kidding me? I was told that should not hold the tech up and he should still come! Nope system now scheduled me for now the 16th! Im so mad im in tears and shaking! Ok 16th rolls around only to get ANOTHER cancelation messages because part still have not arrived! I canceled other appointments waiting on this technician that was not coming! Im beyond mad now! Holidays ruined! Had to purchase a used small refrigerator to get us by for now. I hate this company and will cancel all my agreements with them. All my appliances are with Sears. Washer dryer stove refrigerator and microwave! After being on hold for hours only to get disconnected i finally got a rep today to tell me they canceled the on hold part so there should not be anymore cancelations due to waiting on this part. He supposedly coming tomorrow to fix the refrigerator but at this point i could care less im so mentally drained by this experience. Worst company and customer service EVER! A reason this POS company went belly up!

today was the SIXTH time sears has been here to repair our over the range microwave it is only 30 omnths old, thats it we've had it i called the replacement number on our service plan was on hold 1 1/2 hours couldnt take it anymore im going to call the regular repair number which i call everytime this LEMON microwave takes a [censored] and see if maybe they can help with the claim to replace this LEMON. our fridge washer dryer range all Kenmore but NO MORE net appliance we need will be Brandsmart or Best Buy

We have the sears protection agreement and have been without the use of our oven for over 5 months and counting. The first tech came out and misdiagnosed the problem and ordered the wrong part. The 2nd tech who came out to install it said it was the wrong part and took it with him and ordered the new part. We have had the new part for over 2 months and still have no tech to install . I have gone through numerous phone calls and chats . Some keep saying we need to return the first part, which we tell them the tech took it with him. Others say "there are no techs in your area"--really? we are only 45 miles away from the twin cities in MN. I will NEVER use sears products or their protection agreement again!

I have been without a dyer from APRIL 2020! I call Sears twice a week placed on hold for hours at a time, when I get a rep to finally answer I get the run around every time and placed back on hold. No one wants to take the call once the read the notes on my account. I have been asked to go on line and find a replacement. I have also been given item numbers to order the dyer that no longer exist! Not even the Sears Rep could fine the item number I was given. Sears is falling apart they were a household name now they SUCK! I'm so frustrated they sent an LG that didn't fit on December 1, 2020 (8 months after the fact). I have stackable I can't understand why they can't resolve this 10 month issue. On top of all of this I paid for the protection 2019/2020 and 2020/2021 that there is no dyer to protect! I'm on the phone again right now and again I'm being told they sent me a compatible dyer and again I explaining it was taken back due to it did not fit on the washer. My best bet at this time is to purchase a new unit HOWEVER NOT FROM SEARS! such a sham!

I've been without a refrigerator since early October. Same issues as above.

I bought a washer from Sears, had it for 5 years and used the repair agreement with success. This time the new washer needs service I have had four appointments and waited each time with nobody showing up. I call and nobody can help. They want to reschedule me in another 3 weeks. I am going to get somebody to fix my washer, and pay them. Then I am going to file in court against sears for failure to live up to their agreement. PLEASE note, this is not the Sears of our parents. This is a business fighting for its life and losing. Terribly sad, when you think about how Sears had all the infrastructure that Amazon is now building with depots for deliveries all over the country. Not everybody is a [censored]. And not everybody is a genius. But this girl is getting out of Sears country for good because after 4 strikes I need a new plan.

I was without my Sears refrigerator for almost 4 months. Finally March 2nd I received a new refrigerator. On March 10 I filed a Food Loss Claim and have yet to get a response, other than a confirmation of the claim number. During the 4 months I mentioned, I have requested a refund of my deductible that was processed twice...requested a refund 4 times and got the "we will get it taken care of"...but I have received no refund. What do I do now? Thank you.

I have had the same experience! I am so mad! I have experienced all of the situations listed above. I have been without my dishwasher since November. After waiting weeks between no good repair appointments it was finally approved for replacement but I cant seem to ge that either. I have been a sears customer for 54 years. They are terrible!

Well, I think I have you all beat on the complaints I have for the incompetency of the lack of customer service I did not receive. This started in May with the representative scheduling me for a maintenance check instead of service on my central air conditioner. I am going to list the names of ALL the reps., I spoke to. Keep in mind half of them could not understand nor speak English in an understandable way! Each call was either put on hold, transferred and/or disconnect. No Supervisor available for escalated issues. Each representative asked me the SAME questions each time the call was transferred. I've spoken to the Master Protection Department, Emergency Service Department, Sedgewick Property, State of Service, Sears Protection Repair Care, Sales Department a Technical Support technician.
This is a rental property with an asthmatic tenant.

5-26 Lyric rescheduled appointment they were going to send me a check in the amount of $250.00 for my inconvenience. Address was given where to send the check. As of date it has not been received.
Paul & Donna were two of the few people that I thought gave a dim of hope. Told me what time & who to speak to in the infamous Master Protection Department and the necessary information they needed to expedite the situation.

And the beat goes on: Meta, Brittany, Zahir, Crissy(useless), Rebecca, Rodrigo, Peter, Montel, Sergio, Nancy, Mike, Marcus, Ryan, Ellie, (Escalation Department) Bently (who hung up on me), Maurice, Sandra, Kathy, Danielle, Helen,
Sophie, Flyn, Tabeitha, Jesse, Erica, Technical Support Specialist, Lilah, Joulie, Mario, Kathy, Lydia, Miriam, Fay, Reese, Maria whom I could hear pots and pans in background gave me a number to address not receiving the check, Eric and Lawrence. A few names I didn't capture.
Stefan Sachman, Lauri, And Luna 6-17 Network outage 6-23 Network outage, spoke to Israel. A total of 43 recorded conversations with Sears Customer service Reps.

Had to purchase a portable AC unit which they said the would give me a $250.00 credit to purchase from Sears. REALLY? There isn't a Sears store in the area my property is located. I had to go to Home Depot where it cost $399.09. To add insult to injury the AC flooded my basement after it was allegedly repaired. I have put a claim in for reimbursement. Received an email stating I would receive a response within 3 days. Guess what? Again, NO RESPONSE.

I am eagerly trying to contact the CEO of Sears. I was an employee with Sears for years and an Assistant Vice-President in a Customer Service Call Center. I have NEVER experienced anything like this!

I would like to cancel my home warranty please. plan [protected]

Please Please I need cancel my home warranty #[protected]. I am too old to understand how to place orders on computer, a friend is doing this for me. Please Please help me...

Well I may as well add my issue...The dryer covered under the MPR is a joke! I will figure out how recover my loss! ITS ALL ABOUT THE PRINCIPAL !

I’m been trying to get repair on my central air can’t get nowhere i been left on hold given numbers that I can’t speak to no one I just came out the hospital for heart issues seriously my central air is not working please someone help me with this my cell# [protected]

We have dealt with Sears for more than 50 years. Purchased the majority of our appliances from them and had everything covered by the protection agreement. The Service has declined significantly in the past years as it relates to the MPA. The subcontractors that Sears is using in the NYC area are rude, Not always able to communicate in English and in some instances have not completed the repairs.

Recently our over the range microwave stopped working. We called for a repair appointment. The technician came out, said he needed to order a part and left. When the part arrived and was installed we alerted the tech that all of the features (vent and under light) were still not working. He refused to address it. The microwave heated for 1 week and then that stopped again as well. We requested another service call. The new technicians were unfamiliar with the microwave with the recirculating vent system and wrote on their report that we needed to install outdoor ventilation ducts for our microwave. This is not true - we explained it over and over to the techs and then to Sears customer service - they were not familiar with the recirculating microwave either. The discussion ended with us canceling our enrire service agreement with Sears.

Terrible custmer Service.

OH Yea, we had annual checkups on our dishwasher. The last two times the Sears Rep. spent most of the time trying to sell my wife and I a whole house insurance policy. He looked at the dishwasher , turned it on then pushed some buttons and that was it. Another time 2 repairmen were here to fix a leaking dishwasher and one of the fellows just walked around the house as if he was an FBI agent. Looking at everything and he never looked at the dishwasher while the other guy fixed it?

I can't get a hold of anyone to come fix my washing machine no matter how hard I try just get people from over seas what a wast of my money and time getting a protextion plan from sears what a joke... Please help...

I have the same situation going with my washer. I have a two-year protection agreement. My washer is out of service in September. They make several attempts to fix it. The last attempt was January 4 and it’s still out of service. I try to contact the headquarters unsuccessfully. Please be careful how you purchase ears protection warranty. It’s a very stressful it’s like bringing on more stress on yourself knowing what I know now I would not choose Seers as my purchaser are my protection warranty company is worth less stressful and inconvenient. I give it a zero customer service is a headache, misleading and misrepresentation WC.

I have a sears service protection agreement. there is a serious problem with the water heater is leaking terribly and needs to be repaired but been unsuccessful getting anyone from serious to schedule an appointment to get this repaired

Call the customer service department in the run around with nobody to help me at customer service. He told me to call the one 877 number r but no one picks up to assist me.. terrible customer service I have tried all day to get some one from the Sears service customer care to schedule an appointment to repair the leaky Kenmore water heater that was installed by sear service repair but no one from Sears seems to want to assist me with this important issue, horrendous, customer service, bait, and switch.

Sears Master Protection Agreement and the entire Sears Home Services is the worst place to purchase repair/maintenance contracts or agreements It took Sears about 2 months to replace my Furnace during cold winter days and took them 3 weeks to look at what is wrong with my water heater!

We called sears and made an appointment to repair our dishwasher. A third party came to our home and indicated he needed to order two parts for repair. After approximately one month and the parts were never shipped, I tried to call sears numerous times, and the portal does not allow you to speak to a "live" Sears representative. Very frustrating, called the third party, and they have the same problem. They are not allowed to order the parts, as it has to go through Sears, so they have no way of tracking the ordered parts. You can see why Sears is losing their business. Very poor customer service relation. No excuse. My complaint is similar to the one above.

Service protection agreement #[protected]

I have the same issue. Broken washer, tech came to repair and ordered parts. Parts never came so I called to inquire. That’s where I got the run around forever. Now after 69 days we are like too much time has passed isn’t there a replacement option. So I called about that and now we are waiting for a replacement. My biggest challenge was every time I called they were like please call back in 2-3 business days

I too played this game. Took me over three months before they finally sent me a check to reimburse me for a new dishwasher. I made ten calls and talked to FIFTEEN different people, eleven who outright lied to me and one who told me I didn't have a service agreement!

I have had agreements since 2012 and loved the coverage. However, I am now going to cancel it and find someone else.

In the future, here is a number that seemed to get me to the end of this nightmare: [protected]. You want the Benefits Administration Department. Good luck!