Sears review: Failure to honor protection agreement /tech dangerous to family

My refrigerator stopped working late October 14/early October 15, 2023. Sears approved $500 for an Alternate Service Provider late October 15 as agent stated they had no repair person in our area. I had a local repair company come out Monday, October 16th. They charged $100 to inspect refrigerator and found compressor bad. They provided written estimate to repair for $2,118.00 plus tax. They stated it would take 1 to 2 weeks to get parts and repair. Meanwhile, we had lost a small fortune in food and meds as dry ice we purchased was not doing the job. I contacted Sears again after the local repair agent left and was told Sears could get someone out the following day (Tuesday, Oct 17). After many hurdles, "Eric" showed up at our door, red faced and panting with no tools. He was an overweight man and claimed he could not inspect the refrigerator without having a SECOND Sears technician come out and detach the water line. He claimed the unit was inaccessible despite the local repair man having no difficulty getting behind it the previous day WITHOUT detaching the water line (as well as being installed and serviced by Sears several times since we bought it!). When we said we would detach the water line for him, he began yelling at me and my partner, in front of two of our autistic children, that we were not allowed to detach the line ourselves! He was red faced again, panting, mumbling to himself and yelling at us, gesturing aggressively. I am obviously disabled and the children began crying. He refused to inspect the refrigerator we desperately needed repaired for our large family, and stormed out of our house after less than 10 minutes here. He refused to give us a business card or supervisor's name, and left in a van with an A & E Factory Service logo. When I called the company, they stated they did not have an appointment scheduled at my address that day nor did they have an employee named Eric. I was terribly frightened by this stranger with erratic behavior who came into our home under the guise of working for Sears. Imagine my shock when I received an email receipt from Sears for this tech who DID work for Sears, and the lies he stated that we had refused to detach the water line and unit was inaccessible. This effectively stopped my reimbursement and/or repairs in its tracks! I NEEDED that repair DESPERATELY. It belies logic we would refuse to assist in any way possible! The tech had ZERO difficulty accessing the back of the refrigerator the day before! This man's actions toward myself, a disabled woman, and special needs children is dangerous and outrageous. He should have been fired immediately! From October 15th through October 20th, I spent more than 22 hours on the phone with Sears, trying to get repair, food reimbursement of a mere $300 (denied because Eric did not look at unit and in spite of my detailed estimate from the alternate provider who DID find the compressor broken!), and finally, desperate for a refrigerator, reimbursement because Sears would not repair it and I found a similar refrigerator that could be delivered Friday, October 20th, 2023 at LESS THAN THE QUOTED REPAIR COST. Despite authorizing $500 for Alternate Repair Provider, the only reimbursement I have received is the $100 I paid for the inspection and estimate. Food claim was denied. Replacement claim was refused. Repair was denied. Please note we have used Sears for all our appliance and appliance service needs for over 30 years and NEVER experienced such a frightening and unprofessional lack of service.