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Sears Master Protection Consumer Reviews

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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.

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Terrible Delays
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

MINNESOTA -- I have read the past 10 reviews on these plans, all negative. My experience was the same. My microwave was not fixed on the first visit, needed parts. Parts were on backorder over and over again. Looked like it was an incorrect part as well, but when I called they insisted it was correct. After repeated calls I ordered the part myself from a local parts outlet, took two weeks to get it, then scheduled installation/repair. Took two calls to expedite. The technician arrived, confirmed it was the wrong part. To his credit he took the initiative to find the right one locally and was back in an hour to repair. This is what should have been done the first time.

I echo all the other complaints, the call center has no clue what is happening, have no staff proficient in English, just follow a script. The service number was better but had no influence on parts. I was denied the claim for rental of a replacement during my downtime and when I asked for approval of replacement it was capped at $250, less than the value of replacement. Read the complaints, the pattern is the same. Any reputable local service company will save you money and get the job done in a timely manner. DO NOT buy this product.

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Sears Master Protection Plan
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

SUFFOLK, VIRGINIA -- I have 3 houses and had them covered under Sears Master Protection Plan, 8 years into the plan. First 4 years was ok... No problems. 5th year onwards everything going downhill. Left hand does not what the right hand is doing?? I had similar experience getting my clothes washer fixed. Took them over 15 days to fix it. As I write the review am waiting for my HVAC to get fixed. 4 missed working days, since the first diagnose which was November the 8th of 2017. Today is November 30th of 2017. Technician quit on them. Go wonder. He must have found out what Sears is capable of!! Please stay AWAY from SEARS. It's a nightmare.

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Protection Plan Warranty
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

DENVER, COLORADO -- When I called for service on a barely working fridge a woman (that barely spoke English) said they had a warranty that would only cost $49, and all I had to pay was $80 for the service call, the parts would be paid for and after 30 days would include all other appliances even if they weren't bought from Sears. One income family, sure ok. She said it could be renewed annually! Again… ANNUALLY!!! So, the guy came, fixed it... somewhat, with tape. Yeah... tape. Not kidding. Have a representative come by and I'll show you.

Well, got on to pay the credit cards and there is a whole new site to go to. So trying to explore the site, I wondered why the heck is the balance so high. Ahhh, because the "annual" $49 is being billed monthly!!! So far, 7 months have been billed. And, it has messed everything up. I will be calling them tomorrow and complaining. Writing horrible reviews all over the place and writing the BBB, and State Attorney General's office.

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The Sears Master Protection Plan Covers Nothing Useful
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

NEWBERRY, FLORIDA -- Sears Master Protection plan is a joke. It covers nothing useful at all. I buy a used TV, and it's used so I want a warranty on it right? Because maybe it will unexpectedly break right? Well it was faulty from the get go when I bought it, it had a tiny crack in the corner, I thought that would be fine. Well guess what? TV cracks can grow and grow and grow, and it did. Don't believe me? Do some research it happens. So I get a tech out to look at it and he basically says we can't fix it and you are S.O.L. but you could transfer the warranty to a new TV.

Literally right on the MPA page it says, "If we can't fix it, we will replace it." THAT IS A LIE. A LIE. What because it was used that doesn't work that way? So if the guy before me had the volume at 100% all the time and the speaker blew that wouldn't count either? If that's the case then DON'T HAVE YOUR CUSTOMERS PAY FOR A WARRANTY. I called back today and the lady told me I could cancel my warranty for a partial refund. How about all of it since you stole my money. This is why Sears is failing as a business, I will never buy a product from them again.

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Failure to Perform Warranty Work
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

HONOLULU, HAWAII -- I purchased a $3,500 Samsung refrigerator along with a $742.00 5-year Master Protection Agreement. The refrigerator and freezer broke in February. It took Sears seven weeks to repair. The cost to feed two teenage boys at a restaurant three meals a day for seven weeks is very expensive. Sears only reimburses $250 for spoiled food.

The refrigerator and freezer broke again August 28. I called Sears August 29. The first available appointment for a technician to look at the unit is September 28, four weeks from now. This is just like the February repair. It took four weeks for a technician to arrive. Then another three weeks for parts to arrive and the technician to come back. I spent hours on the phone and online filing complaints and trying to escalate this. When they refused to repair any quicker, I asked for a new refrigerator. DO NOT BUY ANYTHING FROM SEARS OR SAMSUNG. THEY ARE GOING BANKRUPT FOR A REASON.

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The Most Atrocious Company On The Planet!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

LAS VEGAS, NEVADA -- It's the most atrocious company on the planet! I stupidly signed up for the Home Warranty. It has been nothing short of disastrous, from dealing with their inept technicians to trying to deal with their clueless and apathetic customer service reps. Horrible, reprehensible, inept, the list of negatives could go on forever. Do NOT ever think about dealing with this horrible company. Besides, they will go BK at any moment now, deservedly so! For the sake of brevity, I won't recount the number of time that I interacted with these sloths. Nothing but aggravation... You've been warned!

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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

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Sears - Master Protection Agreement - Don't Buy It
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

KIRKLAND, WASHINGTON -- I am an EXTREMELY UNHAPPY customer living a HORRIBLE SERVICE SITUATION that sadly continues on. Our problems began on 1/30/2013. I came downstairs that morning and our fridge that we have had for only a few years had stopped working sometime in the night. All food was spoiled. My husband called the service number and we were given an appointment date on 2/6/2013 -- A GUARANTEED ONE WEEK OF NO WORKING FRIDGE.

The service technician arrived, made an assessment and then insisted on ordering the part as an emergency, which we appreciated. He was rescheduled to come back to our home on 2/13/2013. ANOTHER WEEK OF NO WORKING FRIDGE. But, he also said that if the part arrived sooner than that, call in and he could come earlier. We did call in, and no, they were not able to have him come earlier. Clearly there isn't a policy for moving waiting customers forward in the queue.

So, on 2/13/2013 the second technician arrived. He installed the part, but then made the assessment that a second part was needed to fix the fridge because it still didn't work. He ordered that second part while still in our home. It also was ordered as an emergency, with our next service date scheduled for 2/18/2013.

On 2/17/2013 my husband received an automated call with a message to call Sears. Our service appointment had been cancelled because the part had not arrived. Our next service date was scheduled for 2/22/2013. NOW WE ARE OVER 3 WEEKS WITHOUT A WORKING FRIDGE. And again, he received an automated call on 2/21/2013 that the part had still not arrived, so our service appointment was cancelled again.

By this time, our family of 5 had had it. I took my three children out of town just so we could have a working fridge. With all the service appointments scheduled, we expected to come home to a working fridge. However, that was not to be. We have now been talking with the Sears Repair Active Solutions group. Unfortunately, their record keeping is not good. We have talked with **, none of which knew our story or had the correct dates and actions in their records, so we have had to enlighten them each time.

When I have asked to escalate the call, each one told us that they were the ones who make the decisions and wouldn't transfer us to a higher decision making authority, stonewalling us each time. I believe their department is a black hole with no way of escalating.

On 2/22/2013, that group suggested that we rent a refrigerator and that they will reimburse us for the cost while our refrigerator is not working. First of all, why didn't they mention that a lot earlier? And second, our local rental companies only rent month to month. Since we are already approaching 4 weeks with this service issue, I am optimistic that this refrigerator situation will be resolved within the next month, so I'll be stuck with part of the rental bill. And third, the rental company can't deliver anything to us until the middle of next week, so what's the point?

We also have $250 food spoilage coverage. Great. However, we don't receive that money until the fridge is fixed. And what about the groceries that I cannot buy right now and the added expense of eating out or shopping daily since we can't save anything? $250 doesn't make a dent into our food elevated bill these last several weeks. And then there is that we have been told by two of the service reps ** - that GE has reported that they don't have the part needed and it is back ordered indefinitely. If that is true, why on earth is Sears forcing us to endure this pain? They could instead simply move ahead with the replacement fridge and be done with us.

I am a very patient person, I teach middle school - but I have reached my breaking point. I am done being patient. I am no longer giving Sears the benefit of the doubt. I have come to realize that sadly there is no one easily contactable who has any power to deal with our situation, which at this point is simply getting a replacement fridge. So, while we continue to be stonewalled and will have to endure this process to get the replacement in the end, we have contacted our attorney. My husband is a social media expert and will be doing damage to Sears' reputation.

This is what this service process has reduced us to, which in the end is simply telling the truth about our bad experience. Sears has lost us as a future customer as well as the many, many others that my husband and I will reach.

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Probably the Worst Customer Service in the World
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

ILLINOIS -- I won't detail the entire experience because it is still on going, a part was initially ordered for repair of a refrigerator. Cancelled the order (as we decided to get a new refrigerator) called to cancel part. Part came two days later. Called Sears about return. Was told to wait 7 days then take it to UPS. Immediately took to UPS, the said have no arrangement with Sears for return.

Finally got somebody on the phone at Sears who had part picked up by UPS. Was received by Sears 10/27. Have been waiting for credit card refund. Never happens. Have made more than 7 phone calls. On hold one time for over 30 minutes while they "researched" the problem, have been cut off, promised return calls that don't happen, etc. Never ever ever use Sears repair service. While their repairmen are OK but when dealing with parts or any financial issue, they are impossible.

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Sears Master Protection Rating:
Star Empty star Empty star Empty star Empty star
1.1 out of 5, based on 19 ratings and
29 reviews & complaints.
Contact Information:
Sears
3333 Beverly Road
Hoffman Estates, IL 60192-3322
847-286-2500 (ph)
www.sears.com
smadvisor@searshc.com
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