Transform / Sears review: Heat pump master protection agreement

We've been without a heat pump (a/c) since 05/23/20. Transform/sears has been out multiple times to fix it and has failed. We were told that a new heat pump would be installed. They have taken that back. We have been in touch with a case manager by the name of Debra Tsenguyen. She has been no help in resolving this matter. We have gone the entire summer without a/c. This past July has been one of the hottest on record, but do they care? No they do not. My elderly dog has passed blood in her stool due to the high heat and being unable to eat, do they care? No they don't. I never would imagine that a US based company would treat a US Army veteran and a registered nurse in this manner. Especially in these troubled times. Transform/sears has shown us not only that they do not care about the customer but they are more than willing to abandon them and treat them in an utterly disrespectful and neglectful manner. Debra has been nothing but rude. Going days without a response to emails. Outright telling us that no replacement was authorized even though I have a message on my phone stating that it is authorized and that the case is closed.