Preview Review

Next Review

Sears Master Protection Consumer Reviews

Most Popular | Newest | More Options >
More filter options:
Absolute Nightmare
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

SOMERSET, NEW JERSEY -- Do yourself a favor and look elsewhere for an appliance warranty. If you are able to get someone on the phone who can actually make the appointment for you don't get too excited, the technician might not actually show up. My last two appointments were rescheduled by the technician because he had run longer on previous jobs. The last appointment (7/22/21) was never honored as no one showed up. This was really the beginning of my problem, when I called Sears back to re-schedule they couldn't understand why the original appointment had not been honored by their technician, I explained what he had told me but they were unable to comprehend.

I kept explaining to each new "voice" that I just want to get someone out to my house to fix my fridge. As of today 7/28/21 I still don't have a new appointment. I am writing this while on hold with them (28 minutes so far). My warranty doesn't end till 9/21 so am loathe to call out anyone else as I have paid up for the MPA, at this point the food in the fridge is ruined and we are reduced to buying food and drinks as we need them.

Replies
Sears Customer Service Misrepresented the Terms of the Warranty. They Pressured Me Into Purchasing and Now I Have Been Without a Refrigerator for 6 Weeks and Counting!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

RAYLAND, OHIO -- I called Sears for a repair on my 5 1/2 year old Kenmore Elite refrigerator. The guy who answered the call told me that my refrigerator wasn't under warranty but he could sell me a warranty that would cover this current repair plus all other appliances in my home for up to $50,000 or replacement. I asked if I could wait to purchase the agreement until I discussed it with my husband and he told me that if I wanted the current repair to be covered I had to purchase the warranty now. So I purchased it and the technician came out a week later to diagnose the problem. He said there was a leak in the sealed system causing the freezer to be warmer than normal.

So he ordered some parts and returned a week later. He verified it was covered under a warranty. When he returned he put the new parts on and said it would be working in a few hours. The next morning the entire refrigerator was broke. It was 80 degrees inside. I lost over $150 in food I had in the fresh food section. I called to have repair service again. We unplugged the refrigerator since it was 80 degrees in fear that it would further damage the refrigerator.

In the meanwhile I get the warranty in the mail stating that I am only covered for $500 in repairs the first 30 days of the warranty. I called Sears and told them that I was told that it would cover the refrigerator up to $50,000 or be replaced. The guy who sold me the warranty misrepresented the terms of the policy and pressured me into purchasing the warranty right then if I wanted this repair to be covered. The repair technician came to the house a week later and said that the refrigerator needed to be plugged in for 24 hours before he could work on it. He said to keep the refrigerator plugged in until my next appointment which was 5 days later.

When he returned he said the leak was fixed but the compressor wasn't working. I asked him if running the refrigerator with no freon could have damaged the compressor and he said no. I told him that at the initial visit he said the compressor wasn't the problem. He said it must have been working on and off. If that were true he should have ordered a replacement after the initial appointment. I contacted Sears online technical support and asked them if that would cause damage to the compressor and they said yes. I have this email verifying that conversation.

The technician put a new compressor on and it still didn't work. He ordered another compressor, put it on and it still doesn't work. He said he will need to get a senior technician to come to the house with him because he doesn't know what is going on with it. So the technician has been to my house a total of 8 times (including 2 no shows) and my next appointment is still over a week away. I have been without a refrigerator for over 6 weeks! I have talked to every department in the Sears Corp. with no help.

All they want to offer me is $500 for replacement. I was told I would get a full replacement when I purchased the warranty. I was also told I would be reimbursed for the lost food but I haven't seen that either. How can Sears sell you a warranty where they misrepresent the terms of the warranty, send a technician to your house who further damages the refrigerator to the point that it doesn't even work and only offer you $500 for a replacement? Terrible customer service! I have contacted the Better Business Bureau and will be researching my legal rights.

Update 07/24/2015:

I was scrubbing my kitchen floor today and found where the SEARS repair technician burned several holes in my floor when using the blowtorch fixing my refrigerator! Unbelievable what this company is putting me through!!! Still waiting for my 9th repair appointment which is still 8 days away...The executive mananger I am dealing with doesn't even return my calls! Very rude - worst customer service ever! I

Replies
Now Complete Lack of Confidence in MPA
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

SALEM, OREGON -- I write today, November 1, 2019 to express my disappointment in Sears and its so called, "Master Protection Agreement." My 25 plus year experience with Sears has been nothing short of Frustrating these last several years. I have no quarrel with the technicians that have come to fix my appliances. Where I have lost faith is in the sales and follow up of the MPA. For many years I have had the MPA on my appliances feeling the comfort of knowing that when and if a repair was necessary, I would be on good hands. Was I ever WRONG! A complete lack of support and customer follow through has led to my decision to no longer trust Sears for my appliances.

I point to two different occasions that required Sears to help out on what was "supposed" to be covered service. One was a mother board in a refrigerator/freezer and the other was a washing machine glass that broke. The motherboard in the fridge crapped out. Okay, I guess that happens.

I called Sears, they came out, and then had to order parts. Parts arrived, they were wrong, and had top be re-ordered. I had no freezer. Sears said to go and rent a freezer and they would reimburse after that fact. I rented a freezer, the right parts came in and I went through the process of reimbursement. I filled out the correct forms and turned them in. I never heard back from Sears.

The second was recently when a glass broke out of my washer. I called and had the techs come out. They verified there was no impact. Then I was told that glass breakage is "not" covered under the MPA. I was then put once again through the, "have it fixed and send in the forms and we can reimburse", routine. I did that, got the forms, got a case number and... That's right, NOTHING!

So, after a very long time of one frustrating let down after another, I have totally lost faith and confidence in Sears. I don't wish to see anyone put out of work, but I very sincerely hope Sears goes out of business!! Sears, you know who I am and how to contact me. If you would like to discuss this, please reach out to me.

Replies
Many Years of Good Service
StarStarStarStarEmpty StarBy -
Rating: 4/51

CINCINNATI, OHIO -- Sorry to disagree with almost all of the reviewers but many of them did not use any common sense. I have had multiple years of excellence service from Sears when repairing my appliances. I have checked with the repairmen before purchasing new appliances since they know what appliances they can get replacement parts for easily (just like our mechanic steered us away from a particular car since all repair parts for it have to come from a foreign country). If you purchase a product that is essentially foreign (for example Samsung) expect to wait on parts.

I have had short waits for parts on my GE dryer and Kenmore range but usually a week or less. They have fixed my appliances with no additional expense to me. I purposefully DID NOT buy a smooth top range because if the top cracks it ALL has to be replaced. I asked the question before I bought. I can walk into several local hardware stores and buy new burners and replace them myself. I also DID NOT buy a range with a heating element that was enclosed as it would be hard to replace. My heating element in the oven went out and I called Sears. They came and replaced it without any additional expense to me and in less than a week.

I agree that with all the problems Sears has experienced recently they are taking a little longer to get out to repair things, however, it is the same people I have been dealing with for over ten years. They still know how to do their jobs and if you ask the older repair people they will tell what is easy to repair and what is not easy. I would NEVER expect Sears to repair a computer or TV or home theater system, etc. Best Buy does the best at that. Sears subcontracts all furnace/AC repairs and have done so for years so that is hit or miss as to how good the local HVAC company is. ONCE AGAIN USE COMMON SENSE, check before you buy, don't buy used appliances that are already broken and expect big bills if you have to have an appliance with "all the bells, whistles, and newest gadgetry".

Replies
Advertisement
Sears Master Protection Plan Is a Joke.
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

RIVER FALLS, WISCONSIN -- I have the master protection agreement - which fully covers my washing machine of everything. Washing machine broke on Dec 1st. Waited 1 week for a repair person to come out. (Who would want a warranty on an appliance that you have to wait a week to get someone to my house? If I didn't have an appliance they could come out sooner. I didn't know that when I purchased the warranty). Repair person incorrectly charged my husband for a visit and quoted a $533 repair, even though he stated we had a warranty. Called the company and scheduled another appointment... in another week. Apologized for the incorrect bill, (but have not refunded me yet), and I was assured it would be fixed next visit.

2nd visit - the guy looked at the washer, saw some parts were recommended and said until they arrived he could not fix the machine. Ordered the parts, and was scheduled to have the repair on January 3rd... next date. I called to complain that that was ridiculous... on a washer that is used daily and was moved up to December 19th.

3rd person came out, now 3 weeks without a working washer that has a MASTER PROTECTION AGREEMENT. This repair person found out we have a warranty, declared the machine fixed in an hour. He happily left with the parts ordered. When asked why he didn't use the parts, he said they were not needed. There was a sock under the drum and that was the problem.

Interesting that if I didn't have a warranty, it would have cost $533, with a warranty, only a sock needed to be removed. One has to wonder if the $533 repair was bogus in the first place. Three weeks, three different repair people, three days I had to take off work. I am still trying to get my money back for the incorrect charge on the first visit. Would never recommend this company. Constantly playing games and not honoring the warranty I purchased.

Replies
Master Protection Is a Badly Managed Deal
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

EMERY, SOUTH DAKOTA -- I am really at the end of my rope with this whole issue. I called November 12 and informed Sears that my washer was not pumping out water during some wash cycles. It seemed to be a pump issue. I have been waiting since then to have the washer repaired with no luck. I waited all day today for a scheduled service appointment, but, as before, no one showed up. Finally, toward the end of the day, I got a call from Sears, asking if I would like to schedule a repair appointment. They claimed I had never had an appointment scheduled for today. Why the call then? After it's all said and done, they have "rescheduled" me for January 17th.

So, 59 days later, or two months, I still have no working washer. They refuse to do anything for me, except give me $50 toward laundromat fees. What a joke. This is my washer experience with Sears Master Protection Agreement. The washer has been standing full of bleach water for 59 days, or will be standing, because the repairman just can't seem to make it. I can only imagine the damage to my expensive washer's interior. I really should be getting a new one, because this one is certainly not in the condition it was in before this episode.

This is only my washer experience. My dishwasher was just the same situation. They came countless times, ordered wrong parts nonstop, and finally let it sit a whole month before giving me money for a new one. It sat in my kitchen full of stinky dirty water for weeks, and left me without a functioning dishwasher, plus a smelly mess. I have countless parts that they ordered, wrong parts, that I'm now selling on eBay. At least I got something out of it. The technicians are obviously overworked, and underpaid, and seriously understaffed.

Replies
Poor Service on Maintenance Agreement
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

NEWPORT NEWS, VIRGINIA -- I have owned or purchased Sears Appliances since the mid-1980s. Unfortunately, I have had two extremely poor experiences with Master Protection agreements on Kenmore Appliances which has led me to cancelling my account. The final straw, on a visit Dec 6th 2017 was when technician blatantly told my wife that she broke the range top and therefore it was not covered under the agreement. In fact, I had been home when the initial issue occurred and KNOW that the cooktop shattered based on differential temperature and heat. I am therefore extremely upset.

Though the tech made a call I disagreed with, I reiterated what had happened. Regardless of any appeal I made, every call to appeal backed the technician and claimed no responsibility. Having been and electrician in an industrial field since 1981, I can tell your technician and her supervisor, Scott **) that this was NOT impact, it was a sudden and catastrophic brittle fracture based on a differential temperature. I was there. Though they didn't say the words, calling me a liar and then offering to repair my 1 year old range cooktop for 500 dollars does take balls.

Regardless, after over 30 years of being strictly a Kenmore family the last two visits were filled with ineptness, lateness, inexperience and in this last visit - rudeness. I have cancelled my remaining protection agreements on all Appliances I own including refrigerator, dishwasher and the range through SEARS and I intend to close my SEARS account by the End of Jan.

Though we were additionally shopping for Laundry Equipment, the "no brainer" that major appliance shopping used to be has now turned into a different animal for me. Additionally, I will no longer recommend SEARS or SEARs appliances and will use word of mouth, YouTube and any other method that comes to mind, to spread the word on the scam that your protection plans have become.

Replies
Master Protection Agreement SCAM
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

I paid for their overpriced Master Protection Agreement, but now it's going on 6 MONTHS and they can't fix it, refuse to place it, won't provide a rental. If you give them money, just expect 3-4 weeks before each appointment, then the tech will show up, shrug and leave... That is IF they even bother to show up!!! 30% of appointments, they just never show.

Trust me, if you are looking at buying a "Master Protection Agreement"- just save yourself a WHOLE lot of time/money/frustration and go flush a few hundred dollars a year down the toilet and then go pay someone competent to actually fix it. In the long run, it will be infinitely cheaper, and would do wonders for your mental stability...

Replies
Advertisement
Sears Master Protection Agreement Is a Scam
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

PLANO, TEXAS -- The Sears Master Protection Agreement and repair service is a scam. Recently, my electric cooktop broke (literally had a crack from overheating) and I had a technician come out to evaluate it for repair. The technician took pictures and had a video conference to show the damaged appliance. He left stating that I needed to call technical service for further instructions and that there was nothing further he could do.

I called the technical service number at which point they told me that the damage was classified as cosmetic and that it was not covered by the MPA. First, I do not understand how it can be classified as cosmetic. Second, the technician could not bear to mention this directly to me (possibly knowing that it was a lie). Lastly, when I requested a re-review, I was told that this is not possible and there was nothing further they could do. It is a perfect scam. They pass you on from one department to another. You cannot challenge any decisions or file any complaints.

Replies
Sears No Longer Provides Good HVAC Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

NEW JERSEY -- I had a Sears master protection agreement for our HVAC systems for 20 years. We had many complaints over the years on not honoring their contract terms, but after loud and frequent complaints, Sears would come through. No more. Last few service appointments have all been nightmares. DEC. 2017 - Heater not working. Sears cannot schedule service for 6 days. Used a local repair service. Sears tried to refuse reimbursement. It took many phone calls and emails to get Sears to finally reimburse us $262. MAY 2018 - A/C maintenance scheduled for 8 days. Appointment never confirmed.

OCT. 2018 - Heater maintenance scheduled then cancelled for no reason. No cancellation notice received. Rescheduled again. OCT. 2018 - Heater technician refused to repair HVAC condensate drain. Tech insisted the condensate drain is NOT a part of the HVAC system. FEB. 2019 - Heater not working AGAIN! Sears cannot schedule for 3 days. 3 days without heat is not acceptable. We used a local HVAC repair service to fix. Requested Sears to reimburse us for the $90 repair bill. Sears refused to reimburse us since their schedule date was not 6 days. In other words... Sears will not reimburse us for HVAC repair unless we are without heat for 6 days!!! FEB. 2019 - cancelled all our sears service contracts!

Replies
Top of Page | Next Page >

Sears Master Protection Rating:
Star Empty star Empty star Empty star Empty star
1.1 out of 5, based on 32 ratings and
42 reviews & complaints.
Contact Information:
Sears
3333 Beverly Road
Hoffman Estates, IL 60192-3322
847-286-2500 (ph)
www.sears.com
smadvisor@searshc.com
Product/Services
Compare Department Stores