Mastercare very poor service

I Booked a repair request 2024/12/03 on my KIC fridge/freezer. (Thermostat and door seals) Job number 290558. I must also state that I am on their most expensive plan which provide for loan unit or replacement of appliance if it cannot be fixed. I requested a loan unit and later that unit must be replaced. To this day 2025/02/11 the fridge is not repair or replaced or loan unit supp****.