Sears Complaint - Trying Not To Honor - Master Protection Plan
DALLAS, TEXAS -- We bought a brand new a/c unit back in September of 2007. The total price of the unit was close to 5800.00 and the sears representative Glen Lambert convinced us to purchase the 5 year master protection plan so that we could have our annual preventative maintenance check for free as well as other extended warranties. We went ahead and purchased this plan for an additional 680.00.
Fast forward to end of July 2008 and everything is falling apart. It is amazing how disorganized the company is. We called to make the appt. for preventative maintenance and that in itself took over a week and a half. We made the appt. and the DAY OF that the technician was supposed to come out he calls (the window of time was 1-5 and he called at 5:10pm) and tells us he checked with the warranty dept. and we are not covered for preventative maintenance.
We then have to proceed over the next several weeks in making 10-12 phone calls to various departments until we finally get a copy of our contract mailed to us. It states plainly on the contract that we purchased the master protection plan and what the cost was. I contacted the national consumer number that Sears provides and they in turn transfer me to the warranty department. The warranty department checks the system and tells me they can't even find a receipt for the purchase in connection with the account that was opened specifically for the purchase. In the end they ask if I can fax THEM a copy of the contract that THEY sent me. Are you kidding me?
So far this is where we are and to be honest I have little faith that this is going to resolve the issue. At this point we've been trying to get this appointment done for four weeks now and we have paid out of pocket for a service that so far they have refused to give us.