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Sears Master Protection Agreement

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Consumer complaints and reviews about Sears Master Protection Agreement

Eunice Aliff Send email
 
Jan 24, 2020

Protection Agreement

I bought a Kenmore Washer in 2011 and purchased the protection agreement. This washer has caused me a lot of problems especially in the last year. Each year when I get a letter in the mail reminding me that my agreement is about to run out, I immediately renew it for a year at the cost of approximately $80. This last year has been a nightmare. In August of 2019, I was without the washer for quite a while waiting on the serviceman. When he came, he was here 1 hour and a half, said he "calibrated" it. It worked for a month. In Sept., I had a repairman come out and say that the first one didn't know what he was doing and it needed an accuator which he put on it. In Oct., it failed again and another repairman said accuators go bad quickly and put another one it. It worked until the middle of Jan. and started doing the same old thing again, not pumping the water all the way out. The repairman tells me this time that his meter says it is the main board and then decides to check the motor too and says the motor most likely needs to be replaced to so he ordered both parts and again I am without my washer for a good two weeks or more.
I then called my Protection Agreement Number to see what my rights are about getting a new washer. In my agreement, I read that after three repair jobs in 12 months, I qualify for a new washer. I called the Benefits Dept. I am told that my agreement is not a Master protection Agreement, only a "repair agreement" and the only way I qualify is if they are unable to fix the washer.
I read from my original protection agreement which says "Master Protection Agreement" and tell this person that my agreement says it is a MPA. Then she tellls me she will switch me to another dept. and "do I have any more questions". I tell her she can't answer my questions and demand to be switched. After long holds and more switches, I get a nice guy who tells me the same story but he has more details. He said my MPA was switched over to a regular "repair agreement" in 2018 and I should have opted to pay $4 more on the month to get the MPA. I was never told there was any difference, just renewed my agreement each time I got a letter. I told him I believed Sears was being crooked and he disagreed and said they would not do that over $4 for a year.
I believe they would and I believe that the switch was made because my washer was constantly giving me problems so they switched that agreement without me knowing it so that they would not have to give me a new washer.
I believe a lawyer could take care of this rather quickly as it is so obvious that they are up to something.
Clg212 Send email
 
Dec 22, 2017

Lemon Law MPA falsifies paperwork 6 months

Once again, right when we thought the broken TV issue would be replaced (due to 7 months of problems, 7 visits by a serviceman, 4 service visits serviceman just didn't show (and in two instances, claimed service visit was "cancelled by customer" and was not), and 5 parts replaced including LED board, PCBoard (main brain), Speakers, wires, and other parts! Now Master Protection Agreement BENEFITS PABA told the Sears store manager Jeff (who called for me at Ventura Sears store) on Nov 9 2017 that they (MPA) had a second PCBoard main brain ordered in early November so they denied replacement of my TV "until 21 days went by where the backordered part does not arrive" and then they promised Jeff and customer Cheri Garlinger that they "would replace her Samsung TV at that point... if the part never arrived by 21 days of Nov 25th". The serviceman did not show up for the appointment of Nov 25, nor did he call, nor did I receive any response from MPA once again! I (cheri) called them after 21 days and MPA Benefits (I have names) said to "wait a few more days and [they] would THEN replace the TV if the part did not come in". Still no response and they denied replacement (records). On December 20th, I went to Sears Dept store Ventura where Jeff and another Representative Michael were aware of the situation... Michael called MPA Benefits and they gave him the run-around too. Michael was disgusted with MPA as I was at their lies that we caught them in and they hung up and transferred our call over and again... After over 1 hour of run-around to Michael and customer Cheri by MPA Benefits Papa, they said "Oh, the parts were cancelled" and "your TV was fixed already", and they hung up on us. This information is true and correct, with witnesses against MPA back 6 months of continuous problems of lies by MPA. Cheri Garlinger 141 Santa Monica Ave Oxnard, CA 93035 [email protected] Dec.21, 2017. I ask for a reply. Thank you.
Clg212 Send email
 
Dec 22, 2017

MPA Benefits Lies

Once again, right when we thought the broken TV issue would be replaced (due to 7 months of problems, 7 visits by a serviceman, 4 service visits serviceman just didn't show (and in two instances, claimed service visit was "cancelled by customer" and was not), and 5 parts replaced including LED board, PCBoard (main brain), Speakers, wires, and other parts! Now Master Protection Agreement BENEFITS PABA told the Sears store manager Jeff (who called for me at Ventura Sears store) on Nov 9 2017 that they (MPA) had a second PCBoard main brain ordered in early November so they denied replacement of my TV "until 21 days went by where the backordered part does not arrive" and then they promised Jeff and customer Cheri Garlinger that they "would replace her Samsung TV at that point... if the part never arrived by 21 days of Nov 25th". The serviceman did not show up for the appointment of Nov 25, nor did he call, nor did I receive any response from MPA once again! I (cheri) called them after 21 days and MPA Benefits (I have names) said to "wait a few more days and [they] would THEN replace the TV if the part did not come in". Still no response and they denied replacement (records). On December 20th, I went to Sears Dept store Ventura where Jeff and another Representative Michael were aware of the situation... Michael called MPA Benefits and they gave him the run-around too. Michael was disgusted with MPA as I was at their lies that we caught them in and they hung up and transferred our call over and again... After over 1 hour of run-around to Michael and customer Cheri by MPA Benefits Papa, they said "Oh, the parts were cancelled" and "your TV was fixed already", and they hung up on us. This information is true and correct, with witnesses against MPA back 6 months of continuous problems of lies by MPA. Cheri Garlinger 141 Santa Monica Ave Oxnard, CA 93035 [email protected] Dec.21, 2017. I ask for a reply. Thank you.
Clg212 Send email
 
Dec 22, 2017

Lies by MPA, falsification of records by MPA

Once again, right when we thought the broken TV issue would be replaced (due to 7 months of problems, 7 visits by a serviceman, 4 service visits serviceman just didn't show (and in two instances, claimed service visit was "cancelled by customer" and was not), and 5 parts replaced including LED board, PCBoard (main brain), Speakers, wires, and other parts! Now Master Protection Agreement BENEFITS PABA told the Sears store manager Jeff (who called for me at Ventura Sears store) on Nov 9 2017 that they (MPA) had a second PCBoard main brain ordered in early November so they denied replacement of my TV "until 21 days went by where the backordered part does not arrive" and then they promised Jeff and customer Cheri Garlinger that they "would replace her Samsung TV at that point... if the part never arrived by 21 days of Nov 25th". The serviceman did not show up for the appointment of Nov 25, nor did he call, nor did I receive any response from MPA once again! I (cheri) called them after 21 days and MPA Benefits (I have names) said to "wait a few more days and [they] would THEN replace the TV if the part did not come in". Still no response and they denied replacement (records). On December 20th, I went to Sears Dept store Ventura where Jeff and another Representative Michael were aware of the situation... Michael called MPA Benefits and they gave him the run-around too. Michael was disgusted with MPA as I was at their lies that we caught them in and they hung up and transferred our call over and again... After over 1 hour of run-around to Michael and customer Cheri by MPA Benefits Papa, they said "Oh, the parts were cancelled" and "your TV was fixed already", and they hung up on us. This information is true and correct, with witnesses against MPA back 6 months of continuous problems of lies by MPA. Cheri Garlinger 141 Santa Monica Ave Oxnard, CA 93035 [email protected] Dec.21, 2017. I ask for a reply. Thank you.
Ann Cuseo Send email
 
Aug 31, 2017

Kitchenaide free standing icemaker repair

I have a Master Protection Agreement for a freestanding ice maker. On July 31 I called for a repair appointment. One August 25 a technician came to my house. They could not repair it. I was told I would get a call on Monday morning to schedule another appointment. I receive an email scheduling this for Sept 28, 5 weeks later. I could not be there that day. It took me 3 days to be able to get either a "chat" on line or a person to reschedule it. I now have an appt on Oct 3. Over 9 weeks after my original call for service. This is NOT acceptable for a warranty not to be able to schedule a repair until over 9 weeks later. I want a new icemaker, now!

Ann Cuseo, 808-741-7449, [email protected]

Sears Master Protection Agreement #145803522600004.

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