A Rock Hill woman reached out to Action 9 when a freezer that was under warranty failed with hundreds of dollars worth of food inside.

Lisa Thompson said her mother's Sears freezer, which is under warranty, kept breaking.

“This is the third one in three years since we bought the freezer,” she said.

Thompson said her mother was upset because Sears couldn't send out a repair technician for five days.

“We asked if they could send someone out sooner to prevent us from losing everything in there,” Thompson said. “They said there was nothing they could do.”

In cases like this, Thompson’s mother thought her Sears service agreement would have fully protected her with either a 24-hour emergency repair or provide her with a loaner freezer. It would reimburse $250 for food loss.

“She bought this service agreement from Sears in order to help with these kinds of issues, so we were very upset,” Thompson said.

So rather than lose $1,200 in frozen food, like the two times before, they bought a new freezer from another retailer and think Sears should compensate them.

Action 9 got in touch with Sears. A spokesman said they would only repair the freezer. But Action 9 did get Sears to pay the family $250 even though they had no food loss.

Thompson now tells others service agreements may not provide all the protection they think.