I've been authorized a direct repair of my refrigerator after waiting over 6 weeks for a repair through their authorized technician. I've been waiting since Thursday for approval of this quote, have called back twice a day and emailed twice a day. The "case owner" has completely ghosted me. The only reason I even have a "case owner" is because I escalated through the Better Business Bureau. I've paid for this extended warranty for over 3 years to get treated like trash when I actually needed help. My fridge is completely non-functional and I'm 6 months pregnant and OVER not having a fridge for 2 months.