Sears Home Services Violated Master Protection Agreement Hoffman Estates IL

Please see below notes and Sears Home Warranty File with additional information below “Sears Timeline".

1) Sears violated their Master Protection plan back in 2014 when they did not replace the washer that was covered under their warranty that we payed for. Instead, the technician requested $530.13 then $101.13??? Because we were overwhelmed with our 19 year old twins with I/DA and complex medical issues we failed to check the warranty. Please, by all means, check our records with Sears. According to the Sears Master Protection Agreement, it includes: 

a) Worry-free coverage that includes unlimited service with no hidden cost fees or deductibles

b) Service Promise which includes “We’ll fix it on our first service visit”

c) Replacement Guarantee which includes “If we can’t fix it, we will deliver and install a new one”

2) Sears has failed to stand by their own warranty. Sears owes us $419.78 for the current Sears Master Protection Agreement, we want to cancel that plan. Sears owes us the $100 deductible that we should have never been charged in the first place as our previous Sears Master Protection Plan did not expire until June 23, 2023. We no longer want to do any business with Sears due to the ongoing communication issues, failure to deliver their promises per their Master Protection Agreement and because Sears Home and Appliances are no longer what they once used to be. On Tuesday July 4, 2023 we purchased a Speed Queen washer/dryer. It was delivered from Longenecker’s True Value in Manheim on Thursday, July 6, 2023. We paid $2753.88 which covered both washers/dryers that we spent at Sears in 2007 and 2014 combined. We will never buy another appliance from Sears again. 

3) If Sears does not rectify this situation I will be sending all of this information to the following entities; the Better Business Bureau, the Federal Trade Commission and the Attorney General for PA. 

Sears Timeline

June 23, 2020 - renewed Sears Master Protection Agreement for $393.99

October 26, 2020 - Repair appointment for Kenmore Dryer

December 31, 2020 - Repair appointment for same Kenmore Dryer 

January 11, 2021 - Repair appointment for Kenmore dishwasher 

January 12, 2021 - Dishwasher dish rack slide rail ordered

January 13, 2021 - Dishwasher dish rack slide rail shipped

January 22, 2021 - canceled February 2, 2021 repair appointment for dishwasher 

February 2, 2021 - Repair appointment for Kenmore dishwasher 

August 5, 2022 - Repair appointment for Kenmore washer

August 10, 2022 - Repair appointment for Kenmore dryer 

December 1, 2022 - Repair appointment for Whirlpool microwave purchased via Sears Home Appliances 

December 2, 2022 - Microwave parts ordered and shipped 

December 9, 2022 - Sears is scheduled for microwave repair 

December 9, 2022 - Sears rescheduled appointment to December 14, 2022 due to parts delay?

March 9, 2023 - Sears customer service talks us into a warranty by CINCH when we already have an existing Sears Master Protection Agreement in place? I was specifically told  by customer service that our Sears Master Protection Agreement would remain in place until the expiration date of June 23, 2023 then the Sears Home Warranty by Cinch would go into effect.

March 10, 2023 - Repair appointment for Kenmore washer

June 20, 2023 - called Sears at 1-800-469-4663 to request repairs on Kenmore washer due to leaking, not emptying water, washer comes on byself with lid open and washer literally sounds like a jet plane getting ready to take off. Kenmore washer is located on second floor of home so this poses many issues especially since we have 2 adults with disabilities and complex medical issues. Customer service asks for credit card number for $100 deductible? Again, we were told that our Sears Master Protection Plan overrides the Sears Home Warranty by Cinch until the expiration date of June 23, 2023. I had no choice but to give Sears my credit card number as I was told they would not send out a technician. After the repair appointment was scheduled, I went on Cinch and cancelled that home warranty. I was refunded $55.31. I then renewed our Sears Master Protection Agreement for $419.78 charged to our Visa ending in 0534.

June 20, 2023 - canceled Cinchh warranty (see file for notes and $55.31 refund)

June 20, 2023 - Renewed Sears Master Protection Agreement for $419.78 (See notes in file)

June 21, 2023 - I tried cancelling the scheduled repair online however it would not allow me to do so??

June 22, 2023 - Repair appointment for Kenmore washer. Technician explains that the parts are unavailable??? Technician explains that he will put a service repair order in for the parts needed including but not limited to an interface. Technician told us that he would be out on the Thursday June 29, 2023. We did not hear from the technician. On July 3, 2023 I once again called Sears to ask them what was going on? I was given the run around.

I was told to call the technician? I called the technician that evening and he had not heard back from Sears at that point. I was told that Sears did not have the parts needed for The Kenmore washer in question?

July 7, 2023 - Surprise, Surprise, I get an email and a text from Sears telling me that the parts have shipped for the repair service.