Sears review: Kenmore freezer with a master protection service plan

We have a freezer/refrigerator that we purchased with a master protection service plan. We now are almost 2 months trying to get it fixed. We have all the parts the 1st technician ordered, the appointment has already been cancelled once and rescheduled for today. We did not receive a text last night or this morning telling us the technician was scheduled for today. It still shows on the website we are scheduled but nothing. This entire process has been an absolute nightmare! We paid good money for what we thought was going to be our best protection! I am tired of talking to virtual assistants and they cannot provide me with any answers! We use this freezer in our onsite western hotel facility where we host 5 day horse retreats and we have just entered our busy season. We have been promised several times to have this repaired and we get notices the day of the appointment that it has to be rescheduled and that is almost impossible to get done. Please help us get the unit repaired (like yesterday) Very disappointed with Sears at this point.