Sears Home Services Sears Bought protection plan, still waiting for service

I bought a Kenmore fridge from Sears in October 2022, with a 5-year protection plan at an additional cost of $470. It should be said that Sears was not my first choice, but unfortunately I had bad luck getting Home Depot and Best Buy to deliver.

About a month ago (June 11, 2023) a brief power outage caused my icemaker to start pouring out water and a strange dinging noise to emerge inside the fridge. On June 13, a Sears Home Services tech was sent out. They spent a total of 5 minutes here, where they simply checked the temperature of the fridge & freezer, looked inside the freezer and determined my icemaker was broken. They didn't move the fridge or check anything to diagnose the dinging noise. After saying they ordered a new icemaker that they would come back to install, I never heard from them again. The icemaker remained perpetually in "ordered" status with no estimate on when it would actually ship. I called Sears Home Services COUNTLESS times since then to get another tech to come back out and check the dinging noise, but they refused to send someone until the icemaker arrived. Then, when they determined they didn't even have a new icemaker to send (or know where to get it), they decided to "approve me for a new unit." Except, no one EVER communicated this to me. I learned all of this information through my many calls (and transfers) through the Sears Home Services organization. When I asked when I could expect the replacement fridge... crickets.

It's wild that I'm still under the manufacturer's warranty, but no one is in any rush to assist with diagnosing this noise that can potentially damage the fridge and cause food loss. I've since called to cancel the protection plan I purchased, and I'm hoping to receive a refund soon.