Complaint Review: Total Protect Home Warranty

My family of 5 has been without a clothes washing machine since 12/16/17. We have a home warranty with Total Protect that this machine is covered by. I originally contacted Total Protect to file a claim for my clothes washer machine on 12/16/17. A tech from Mr. Rogers Home Services arrived on 12/18 to diagnose the issue. On 12/27 two more techs arrived with the parts to repair the machine. The stated that they were unable to because the wrong part was ordered. I spoke the the office manager and he assured me that the correct part would be ordered, however the repair would be on 1/3. On 1/2 I called the company to confirm the appt. & was promised a call between 3-5 to confirm the appt. On 1/3 nobody arrived at my home & I was informed that the part was not in yet. On 1/4 another tech arrived only to tell me that the incorrect part (washer lid sensor) had been ordered again.

I contacted the business owner and he promised to send the tech to get the correct part from a warehouse in Clearwater. Later that afternoon, I followed up with the company and they requested that I supply the serial #, model # for the machine. They stated that they were unable to locate the correct part for the machine, and that a universal part would not work either (1/4/17). I have contact Total Protect each day since with no resolution. I spoke to Cassandra on 1/4 & explained my dilemma to her. I requested to speak with a supervisor, and she informed me that nobody was available. The customer service rep I spoke with today informed me that Cassandra is in fact a supervisor.

I still have not been contacted by a supervisor, and my washer machine does not appear to be any closer to being repaired. I was informed that the situation has been sent to "research" and that I should receive an answer by Friday, January 13, 2017! I have taken four days off work, spent countless hours on hold and speaking with reps from Total Protect, spent money on travel to and from the laundry mat, and endangered myself and 3 young children by traveling to a very unsafe area to use the laundry mat. All I'm asking for is resolution. My contract states that a replacement appliance will be issued if the current cannot be fixed. I feel that we are at that point in time. I have spent almost a month waiting for this washer machine to be repaired. At what point is it deemed a total loss? Kenmore "Oasis" Elite Total Care Flex-King Size Capacity Plus-Quiet Pak2, Model 110.28032701, SER CW2471839, Type: 581