2 Fox Valley Center Reviews
Showing most recent reviews from verified customers of Sears Home Services
Ok
Felt was matter of fact. Was proffesional. Had a phone conversation with his company and complaing while I belive should have been a private conversation with his company.
Liz R, Naperville, IL
Dryer repair
My dryer is fixed so that is good. When I called for service I told them drum in dryer wasn't tumbling. Needed a belt which he didn't have in his truck. Took awhile to get one but once he returned was done very quickly.
Lois B, North Aurora, IL
Appointment Communication/Confirmation Challenges
It took Sears three attempts to resolve our issue. Upon the first visit, the technician was here at the appointed time and ordered a part. Steven, our second technician was here twice. He installed the ordered part and the issue was not resolved. He ordered additional parts. Both technicians were courteous; however, diagnosing & resolving the issue took three attempts by Sears service personnel. The major issue is the appointment communication disconnect: Sears schedules the service prior to part arrival, and we later learned, expects the customer to call and verify part(s) have indeed arrived. Seems like Sears, who orders the parts from ZLine, could track the parts. However, if this is the ONLY way for Sears to operate, Sears must provide customers with the means to report receipt of parts. Not knowing this expectation, we waited three days straight for the second appointment-Sears never called/showed and the appointment page reflected that the technician was delayed, and kept rescheduling. Understand, it was not possible to call and report this issue, as the prompts prohibit going directly to an operator. I had to work through New Leaf, who contracts Sears for our extended warranty coverage, to learn that that appointment date was only a "placeholder". Armed with this knowledge, I asked Steven on his first visit, when he made the appointment, if it was firm, irrespective of notifying Sears upon our receipt of the second set of parts ordered. He indicated they allowed two weeks for part arrival and that I would not need to call. I have to say, I wasn't too surprised when Sears didn't show on the appointed predetermined time, which was sent via text notification as confirmed. Again, not possible to reach ANYONE real at Sears, so another half day wasted. No big deal for Sears, but now we are up to 4 days of missed opportunities. Life is short. Please notify customers in writing, your processes and means of communication that satisfy assured appointment times.
Lynn Engelmann, Woodridge, IL
Refrigerator Repair
Marco did a good job of repairing. In the beginning he wanted no one to bother him and not see what and how he was doing. However at the end he explained why the issue came up, what he had to do for repair and what precautions we need to take to prevent I wish he was more friendly and explained what he will do
Muralidhar G, Aurora, IL
Very Nice and professional
Technician diagnosed and solved the problem with my refrigerator very quickly. He was honest and courteous. Very capable.
Sandy F, Naperville, IL
very professional person
he was very knowledgeable and efficient person. Finished everything in 15 to 20 minutes.
Usha P, Woodridge, IL
Larry Provided A Solution
Larry suggested to change the valve for the middle Kitchen Aid burner. While this would solve the burner issue the repair is too costly. He suggested that the issue was derived by lack of use of the burner. I believe it is a faulty design by Kitchen Aid. Essentially the valve is inexpensive. The labor cost is exorbitant. Sears shouldn't be charging this very costly amount for labor.
Ana F, North Aurora, IL
Luis was fine Sears was NOT
Can I just talk to a real person? It was an impossible task talking to someone instead of an automated call. I needed to explain a few things and had to throw them at our repair man last minute. Now I need something fixed, but I can't seem to get a hold of anyone still.
Kurt K, Downers Grove, IL
Good job
Thanks for making the recommendation about vacuuming the coil, that was helpful
Iritha E, Bolingbrook, IL
4
Wasn't happy with Saul being negative right off the bat. Telling what he's not going to fix. Ignoring my daughter's question. Other than that everything was fine.
Tressa/joe S, Bolingbrook, IL
