1500 S Willow St Reviews

Our technician was right on time and diagnosed the problem as well as going above to make sure we understood what the problem was and why it happened

Excellent advice. Prompt, clean efficient.

Quickly assessed issues and generated estimate for work. Communication could have been better for expected arrival time.

The technician was prompt in the arrival time and repair time. Issue was fixed. The only complaint I have is the technician left large amounts of dryer lint all around the machine. Otherwise, I was satisfied with the service.

Reuben did an awesome job fixing our refrigerator. He was very knowledgeable, friendly and answered all our questions. He gets a 5 star rating!!!! The main issue was the AI part of the system. Although I can see it as helpful, it asked if we want to change the appt multiple times even after we said we couldn't. There's also no direct way to reach anyone to find out what's going on. The AI system is not very good with that. There should be a better estimate of the arrival time of the technician so that we don't have to wait all day. A 4 hour window would be much better. The technician was supposed to come last week. We waited all day and even had to reschedule another appt because we didn't have any idea when he would show up. The AI stopped giving us updates after noon. The technician never showed up. It was a wasted day for us as we kept getting etas that never happened. You should stop using the AI and put a human in the role of updating clients. Also, the calls from the AI show as "potential spam" and I don't answer those calls.

My refrigerator does not work after parts being replaced this morning

While the technician was cordial and knowledgeable, he only repaired one of the two issues I requested service for. It is not clear who is ultimately at fault for the second problem being ignored. It could be that the issue was not transmitted to the technician.

I certainly was not disappointed with the workmanship of the two repairmen who came to the house. Both Reuben and Joe were professional and competent. I was annoyed at the 2 appointment cancellations (one the day of) which showed "behind the scenes" disorganization. This was very frustrating. Luckily we had a back up fridge to get us through the 5 wk delays.

Ruben, the technician, was prompt, courteous, and thorough. However, I had horrible problems communicating with the scheduling service. I could not verify my identity because they sent text messages to my landline for ID. Other text messages came to my mobile phone, such as this survey. It was nearly impossible to speak with a human. I managed to do that on two occasions by trying multiple times. They were unable to solve the problem. Because of the scheduling and communication issues, we will NOT purchase appliance warranties from Sears in the future. The refrigerator still doesn't work correctly. After 3 service calls and multiple part replacements, it will NOT make ice, the freezer won't cool below +25 deg F. I'm going to need to have the refrigerator replaced. We'll see how smoothly that goes. You never expect to need service when you buy an appliance. Sears did honor the extended warranty I purchased (so far), but cutting corners on customer service (AI only) ruined my experience Jay F.