Sears Appliance Repair — Establishment and car repair at 425 Union Street, Waterbury, Connecticut.

We have a protection agreement that we paid upfront, It took more than two months to get our grill fixed.
The parts were not sent on time for the 1st appointment after the appraisal visit, we had an event on the weekend, the technician was supposed to be here on Friday afternoon, by Thursday we started receiving calls from Sears to reschedule the appointment for weeks later, they didn't want to give us time to receive the parts on Friday, which was the ETA. I came to find out that the parts were only shipped on Wednesday from a different State. We asked Sears to please contact UPS to expedite the delivery method. The customer service for the repair department is worse than horrible, we talk with people from other overseas, that know nothing and are not able to find a solution aside from rescheduling appointments.
Making a long story shorter, after several phone calls and hours lost on the phone between Thursday afternoon and Friday, Sears rescheduled our appointment for almost 3 weeks later and we had to borrow a grill for the weekend. This was in June.

Weeks later a technician came, hours after trying to fix the grill he told us that more parts would be needed, so another two weeks or more to give time for the parts to arrive and another appointment.

In total it took 4 or 5 visits from technicians to finally get our grill fixed by the end of July and even though for the last and final appointment we had to get upset again, they rescheduled our appointed that was supposed to be in the afternoon to another 2 weeks later because it could rain in the afternoon. Luckily the technician had called us that morning from his own phone, we were able to call him back directly, he showed up after the time expected, but he came and finally fixed the grill.

The experience was very very bad, I wish I could give a minus five star to the whole service.
When we pay for a protection plan upfront, Sears take our money in advance therefore we expected to have a decent service.
Sears lost a customer