1802 West Lawrence Ave Reviews

Courteous, good communicator.

Dallas did a great job. However, the website to set up the appointment is well below average. Having no way to speak to a human being is simply a poor way to do service...especially for a company who hangs their hat on the service industry. Please consider the human experience instead of always just trying to save a few bucks. I will not use this service again.

I had a repairman today with 26 years of experience with Sears home repair. Francisco is his name and he's fantastic! I wish they all could be that way and I would have given the service a five star review. Thanks Frank. You rock!!

Accurately share ETA.

The technicians are knowledgeable, good at explaining things, thorough, and helpful. The price seems too high, however.

We received an error message on our LG washer, indicating trouble with the motor. Our technician's quick judgment was that we might need to replace the motor, but he continued to investigate and solved the problem simply by tightening a couple connections within the machine. He helped us avoid a needlessly expensive repair. The washer is working well now. The service window, 8:00-5:00, is stupidly long. Our technician did not know how to redeem a gift card. I've had this card for a long time and can't find a way to spend it.

The technician did a great job. I hope the AC stay working. I give the technician 5 Stars!!

5 stars for the people I was able to actually meet and speak with. My technician was Horace, and he was great. Very nice and patient with all my questions. Identified the source of the problem and fixed it immediately. I spoke with two representatives on the phone, one before the visit to discuss the problem, and one after many tries after my first visit had to be reschedule. They were both very nice and did what they could to help me. 1 star for the Sears interface, scheduling, website, chatbot, and AI. I got redundant and unnecessary texts and emails every day, multiple times, leading up to my appointments. The web chat has very few capabilities and is only AI. The webpage where I was supposed to get updates about technician arrival time was comically incorrect. There is a 'map' that was clearly just a photo of a map and never changed. On the first scheduled day, my scheduled appointment time was 8am-12pm. By 6:30pm, I rescheduled because I had to leave. There only way to do this was online or by talking to an AI. After a lot of digging I was able to get a number to a real person who was very nice and 'escalated' my case for the rescheduled date. They gave me a number to call if I had any issues. It was the same AI/phone tree number. Although the actual humans I was able to connect with were helpful and effective, I will not use Sears again due to the very poor user experience.

The technician was good but the communication by Sears and technician was awful. An 8-5 window for service is ridiculous if you know we are the last stop. Sears or the technician need to be in better communication. I was home all day waiting and my first notification said 3:39pm. The technician came after the intial 8-5 window and 3:39 ETA at 5:15pm! The whole day was wasted because of poor communication.