Oreck of Lyons run by The Vac Shop — Attraction in Lyons Township

The ball on my Dyson broke, which made me call Dyson to schedule warranty work. They recommended this store for the repairs and sent over my appointment via fax/email. I arrived at the store and waited a few minutes for a couple customers dropping off their units for service. The first red flag happened while I was giving my information for visit. The phone rang. The gentleman writing me up let it go to the voice mail, which broadcast the message to everyone in the store. She dropped her vac off a couple of days ago and had not received a call and wanted to know what was going on. Sadly, I didn't think much of it at the time and left with my claim check being told they would let me know what is going on when they could. Two business days went by without a call. I called on the third day to find they didn't look at my vac yet, but it would be next. Two more days and I made another call. After a brief hold the gentleman comes back on to let me know that it needs a laundry list of things and it would cost over $100. I declined the work and asked for just the warranty work to be done. His tone changed and said that they would order the parts. I should have questioned it then, but they should have ordered the parts when they knew what broke. I finally called a few business days later to get an update. The most helpful man I talked to in the two weeks was only a fill in from their North side store. I asked him to check on my vac. He informed me it was still sitting there, no parts on order. I told him politely that I would be picking my vac up shortly because I don't trust them with it anymore. I called the owner, Don, and spoke with him about my experience. I didn't appreciate his tone and answer to my experience. "Well things seem to be running well around here." Sorry, but I disagree. I had to work an apology out of you and even then you didn't care. If you have a Dyson and need warranty work, do yourself a favor and don't...

Elizabeth was fantastic! I dropped off an Orek last week that needed servicing, we use it A TON in my office. She gave me an upfront honest quote stating that it might be more or maybe a bit less but she would call with the exact amount after the tech looked at it. A few days later we spoke (her quote was exact) and I was up and running in less than a week. She was super knowledgeable on all of the products and honest about which ones would suit my needs. I ended up purchasing a commercial vacuum for for the office and now use the Orek at our cottage in Michigan. No high pressure sales tactics and the guarantee that if it breaks (which they never do with this brand) the parts are cheap and easy to get. I also purchased an air purifier on the way out which my whole family loves! I have and will continue to support this business! Thanks Elizabeth!...

I purchased a vacuum from this store in June 2013. Fast forward over two years, I've misplaced my paperwork and my vacuum needs a new motor. The Oreck store in Cedar Rapids will not honor the warranty without paperwork. Kim from the Lyons store has gone above and beyond to make sure that I'm being taken care of in another state. She called the Cedar Rapids store to make sure they would honor the warranty and give them the information from our purchase. I cannot recommend this store more. Excellent customer service goes a long way. This store and staff does...