1802 West Lawrence Ave Reviews

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.

The technician was knowledgeable, courteous, and efficient and completed the repair satisfactorily. This is consistent with my past experience with Sears Home Service technicians. On the other hand, I had to deal with multiple earlier appointments that were canceled, numerous phone calls and chat sessions to deal with those, and an as-yet unexplained discrepancy between the original estimate and the final cost. It seems like the various systems used to schedule the appointments don’t communicate well, or there is not enough staff, or there is a failure of management, or some combination of these.

The person that was sent today was great. I received a no show and no communication for all day Saturday. That was a major problem

Actual service part was good. Communications on appt time was pretty bad. There is no way of talking to someone or knowing when the technician would arrive. I had an appt time of 1 to 5 pm. At 4:45 PM I received a text saying the new time would be 7 to 8:30 PM. 5 minutes later, the technician called and was at the service address. More updates are required and it would be nice to be able to actually talk to someone.

The technician did a technically complete job, but did not seem to go the extra mile. He did not wait for the cycle to complete. He did not help get the dryer back in place.

It took five visits to get to the bottom of the problem with our oven. This was not Abdul's fault (he gets five stars), he was the final one and did a great job... was very helpful throughout the day and though it was frustrating to have to go to Home Depot to buy a new part and gas tape, he was available on the phone to help me get the right stuff. Although the other service people were kind and respectful, some seemed untrained and needed support through colleagues on the phone and in person. The first person assigned to us never showed, then the booker got mad at me saying I wasn't there. The second person who did show explained that that first person didn't show up to work so put it in as us not being here. At least he was honest with me. It took five visits to get it right and so we were without an oven for a month. I would not in good faith be able to recommend this company. I went with them due to the formerly respected Sears name.

After more than a month of techs coming and not being able to fix the machines, we purchased 2 new Speed Queen washers Francisco was instructed to removed the transmission and agitator that was ordered and the techs were unable to disassemble the machine to install new parts