Lowe's Appliances - Page 2

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5 service calls & over a month with no washer
Posted by on
ST PAUL, MINNESOTA -- I bought a Bosch washing machine in April, 20ll from Lowe's. By May the error E27 showed up and the door wouldn't open. It took over a week for a service person to arrive to open the door (even tho wet clothes were inside). The repair person said a wire in the door lock was loose, he moved it around and the E27 error light disappeared. He said, call again if you need to.

Of course, the door locked up again (with wet clothes inside) a month ago. The machine is still under warranty. I have had 4 additional service calls scheduled (2 were no shows--Eden Prairie Appliances called and said they were not scheduled, even though I had a previous phone call confirming the time and date). For the second no-show, A & E Factory Services did not call and did not show up. Upon the 5th scheduled visit, the repair person said the part ordered (at service call number three) was not the part needed--and he ordered another part. The next service call is schedule 11 days from today.

I have been having to pay to do laundry for over a month and I have been unavailable for work during these many scheduled times. I called Lowe's service at 1-888-775-6939 and was transferred to a supervisor. She told me Lowe's could send a gift card for $20.00. I declined.

Previously, I called the store manager. He told me that he would forward my complaint about poor service to company headquarters, who contracts with company's to do repairs and that he would cc me on the email. No copy of his email arrived. Although, someone from Lowe's did call and say they would accept my complaint.

"I'm sorry" appears to mean nothing to Lowe's staff or their contractor's staff. I am still without a functioning washing machine. Still missing work for needless appointments. Still paying to wash my clothes at a vendor.
     
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Venice09 on 2011-10-11:
You have been let down by the manufacturer and the retailer. At least you're not out the money for an extended warranty. I hope you have a working washing machine before the warranty expires. But at this rate, it's not looking good.
At Your Service on 2011-10-12:
I like most Bosch appliances, washers and dryers included. Overall, something kept bothering me about your complaint. Ultimately, why wouldn't the retailer, being Lowes, just exchange the unit if it was within the first month of ownership? Then it made sense. Bosch is getting out of the standard sized front load washer business. Their washers and dryers being sold recently are closeout models. Knowing this, is it possible that in contacting Lowes, you were told that the unit you had purchased was no longer available? Did they offer a refund or exchange in such a scenario? Not that there would be anything wrong with you deciding to stay with the unit(s) because of receiving a good price up front. That would, however, explain a few questions.

Hopefully you will get them serviced soon. I can't speak for the quality of service in your area for Bosch. This is where I humbly suggest considering the level of service an item has available when making a purchase.
Venice09 on 2011-10-12:
Nowhere in this review is there any indication that the washer is a closeout model. It is wrong to make that assumption.

You must have missed this part:

"I called Lowe's service at 1-888-775-6939 and was transferred to a supervisor. She told me Lowe's could send a gift card for $20.00. I declined."

How could the OP have known the level of service prior to needing it?
Venice09 on 2011-10-12:
A quick search of Bosch front loaders resulted in around a dozen models. Are they all discontinued?
Anonymous on 2011-10-12:
Great review! Very helpful. Since I'm unable to give positive rating to comments, I will give an honorary "helpful" to AYS.
Venice09 on 2011-10-12:
Thank you for thinking At Your Service is Helpful.

Anonymous on 2011-10-12:
Thanking me is not necessary. But your welcome. I like to give credit where credits due.
Venice09 on 2011-10-12:
Oh, it's necessary alright. More than you'll ever know.
Anonymous on 2011-10-12:
It's just a matter of opinion. If you find it necessary that's fine.
At Your Service on 2011-10-12:
"BSH PRESS RELEASE -- BSH Ceases Manufacturing of 27" Front Load Laundry Products.

HUNTINGTON BEACH, Calif. – (Jan. 21, 2011) – BSH Home Appliances Corporation, announced today that it will phase out sales of its 27" front load laundry products by the end of the year."
Venice09 on 2011-10-13:
So, all the ones available for sale should be avoided like the plague?

Even if your assumption is correct, (and it is still an assumption), it certainly doesn't justify the incompetent service by two different companies or the malfunction of a six-month old appliance. Looks like the Bosch buying experience leaves a lot to be desired.

Note to self: Don't buy Bosch. It can't be replaced or serviced.
Anonymous on 2011-10-13:
Thanks for the follow-up information AYS!
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Appliance delivery mis-representation
Posted by on
CLARKSVILLE, INDIANA -- On New Years Day 2011 I bought a Whirlpool Gold French Door refrigerator from Lowes in Clarksville IN. They did not have a black one in stock. I was told their distribution center 50 miles away had several in stock and could ship it in a matter of a couple days. We were without a fridge and the salesperson knew it. This was a Saturday and we were told we would receive the fridge Wednesday at the earliest but no later than Thursday. On Wednesday morning I called asking if we were getting the new fridge Wednesday or Thursday. The guy that schedules delivery said neither. I was told it had not yet been scheduled from the DC and we would PROBABLY get it Friday or Saturday. I told him that was unacceptable and I would not have even bought it there had I known it would not be delivered by Thursday. I talked to the delivery scheduler, appliance sales person and asst store manager. All said there was nothing they could do about it, that's just the way it is. I asked the manager to call the DC and get my fridge on the next truck out. She said she couldn't, their system just doesn't allow it. I got a full refund and went to a local appliance store. I bought a larger fridge for $50 less than Lowes sale price. It was delivered the next morning. DO NOT buy any appliance from Lowes UNLESS it is in stock in the store. By the way all I got from Lowes was a standard "sorry" but nobody offered a solution and acted as if they couldn't care less. Keep in mind it was taking Lowes a week to move a fridge 50 miles from a DC to the store. Absolutely pitiful.
     
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localgod on 2011-01-06:
They are never "in-stock" in the store...our big box stores sell their appliances from a central warehouse...Lowe's, Home Depot, Sears, Best Buy, etc. all buy from the same warehouses. This warehouse delivers and installs the items. If you use a small appliance retailer, you lose the price advantage and selection, but get better service and that personalized touch. I'd rather pay hundreds more to ensure I get great personalized service, if you disagree...you get what you pay for.
ok4now on 2011-01-06:
localgod: Excellent point. The box stores may have a slight price advantage but fail miserably when service is needed. I recently did a kitchen makeover and spent over $9K on the appliances. My local dealer in business for over 30 years had the high-end pieces not sold by the box stores. To get a discount it is brand specific. Example: Whirlpool & Maytag can be heavily discounted but Electrolux cannot. The dealer will loose the the franchise if he does. Also the local guy can offer far superior service as you mentioned. To save a couple of bucks upfront will only cost you in the end.
Homer Too on 2011-01-07:
localgod and ok4now, this is homer too. I actually got a BETTER price than Lowe's sale price. The entire deal was better AND I got the personalized service....a win-win.
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Doesn't honor warranty's, blames faulty appliances on customers neglect!
Posted by on
HAWTHORNE, CALIFORNIA -- Purchased the range in December 2005, suspected that they had delivered the floor model rather than the "Brand new one" purchased - included "Free Delivery and Installation", but the delivery guys didn't know how to install it so the "free installation cost me $175.00)- did I forget to mention that the deivery/installation guys left an exposed uncapped gas valve when realizing they didn't know how to install it? That night after I used the cook top for the first time there was something rattling inside the stove under the burner area, went back to the store the next day to return the "wrong gas supply line" they sold me with the range and told the manager - he said "look in the owners manual to see if normal after first use, or sometimes mice get into their warehouse and place a mousetrap in the drawer, and to call him if I caught something or the noise persisted. The noise went away and there was never any mouse after 3 months of leaving a trap in the drawer, and I've used the oven and burners constantly! On Mother's Day May 9th, 2010 I used the broiler for the first time and the stove began burning inside filling my house up with smoke - the freakin stove was on fire... called Lowe's, referred me to frigidare, I spoke to someone in India or someplace who was no help, I called Lowe's back telling them "I just wanted the stove replaced and wasn't looking to contact the USPSC or an Attorney, and the Appliance Manager told me "Lowe's would replace it, she contacted the Extended Warranty Department (I didn't have the extended warranty) and they put in on coverage to have it replaced, then sent a repair tech to deem it unsafe - the repair guy came out and "THERE HAD BEEN A RODENT INSIDE THE UNIT AT SOMETIME" (The rattling noise), Lowe's left me hanging for 3 weeks, so I called them last week and they are not calling it Customer Neglect and refusing to replace the stove! Needless to say, there was a written letter sent to President Niblock regarding the stove and delivery issues when they had occurred, spoke to the District Manager on Friday and he states "the appliance manager now has a different version of what she said" - yet, how stupid can he be when all he has to do is verify that I never had the extended warranty on the stove and she set that up for the purpose of replacement! Stay turned, "THEY WILL BE REPLACING THIS STOVE",... I told the District Manager "if they weren't going to replace the stove I would deal with it another way", and he wanted to know what that was, I said "We can meet each other in Court", he said "he hopes I would remain a customer" - are you kidding me? The district manager told me "they would sell me a new stove at a price reduction - "NO MR. District Manager, you will be replacing my stove", and you can answer to the USPSC as to why you did not file a report when the fire was reported to you since Federal Law states you have to do so within 48 hours! The hawthorne California store has always been the worst, the employees lie and have attitudes like you are there for them! At the time I bough this stove there was no Management at all, it was a circus and unfortunately that was when I bought the stove. I will be speaking to Frigidaire's CEO this week, and they can learn how Lowe's treats customers who buy their appliances, not to mention that Lowe's has rats in the Hawthorne store and that was probably what came with my stove when I bought it, and munched on the broiler wires. I'd never used it before Mother's Day - the second I turned it on it started burning inside and black smoke was pouring out of it - I was so scared it was going to burn my house down, that I disconnected the gas line and moved the stove outside of my house onto the concrete patio when it continued burning and smoldering. I would never buy an appliance or anything else from Lowe's! I've spent more than $40,000 in that store since 2005 and just about every item delivered by them was damaged! I'm Done with Lowe's, it's back to Home Depot for me!

     
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yoke on 2010-06-01:
All I know is if someone told me I had a rodent in my stove and I just bought the stove I would have told them to come get the stove NOW.
Alain on 2010-06-01:
You can give Lowe's feedback on this by calling 800-445-6937 (7AM-11PM EST M-Sat.)
RestaurantGuy on 2010-06-01:
Unfortunately the stove was bought 5 years ago. I'm not sure Lowe's is under any obligation to replace a 5 year old stove. I would recommend trying to get the manufacturer to help you, but again it is 5 years old with no extended warranty
PepperElf on 2010-06-01:
If the unit isn't under warranty you most likely will have to actually pay to get it fixed.

companies don't fix items for free after the warranty expires. even if one may feel that they should.

have you considered perhaps calling a local repair tech to check it out?
yoke on 2010-06-01:
momsey, did not use the broiler until a few weeks ago. The issue sounds more like the heating element went. We had that happen to us with a stove. Hubby went to make brownies and the next thing we knew they were on fire. When the repair man came out (the stove was out of warranty) he said that it was the heating element. Our stove was about 4 or 5 years at the time. If there really was a rodent wouldn't it be dead and wouldn't someone smell the decaying body in the stove?
Ytropious on 2010-06-01:
The thing is, regardless, the unit is 5 years old. If you do not have an extended warranty Lowes has no obligation to help you. If this happened like a month after you bought it sure, you'd have every right to contact Lowes, but after 5 years? They absolutely can't help you. Also I want to point out, as gross as it is, almost every big box store has mice. Lowes, Home Depot, Ace, all of them. They come in from the outside garden centers usually.
Teenertot on 2010-06-01:
God only knows what happened to the little rodent, I don't relish the thought that was the rattling noise inside when I purchased it, but there was never anything caught in the mouse trap the appliance manager said to place in the drawer, at that time if I had caught something I believe that Lowe's would have replaced it, but as stated - he told me to look in the owners manual since "I questioned if the noise was normal during first use", the noise disappeared altogether and there was never anything caught in the trap, so I enjoyed using the oven and stove top burners until I turned on the broiler for the first time 3 1/2 weeks ago! Don't even know if the rattling noise was or wasn't from 1st time use, since it disappeared and was no longer an issue. I only know that when the broiler was turned on for the first time, it started burning inside! I didn't purchase an extended warranty for the stove because it wasn't even offered to me at the time of purchase, it was Lowe's current Appliance Manager who placed it under a warranty for replacement on 5-10-10 when the incident was reported to her, and now states to their district manager "that wasn't true" because they won't replace it! It would be very simple to verify there was no extended warranty at the time of purchase and it was placed by their employee on 5-10-10, right! I don't relish the thought that there was some kind of creature in it when it was delivered to me, and god only knows that it could have cooked when using the oven, but there was never any kind of smell, etc. - or maybe it was the heating element, but I would think that would have happened with oven use too! It was just the broiler - I will never use a broiler again, that's the one thing I know for sure!
yoke on 2010-06-01:
The heating element can go without warning. We made dinner and had no problem with the oven. Later that evening used it again and that is when the fire happened.
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I Will Head to Home Depot Next Time!
Posted by on
CARY, NORTH CAROLINA -- Okay, here's the situation:

Our water heater gave out and needed to be replaced, so I searched online for a company that would provide one that would be affordable, quickly installed, and powerful enough to keep up with a five person household. As it turned out, our water heater from Lowes is none of the above.

The customer service at the store (when they're trying to get your money) wasn't bad, but the salesperson was either not knowledgeable or misleading. She quoted us a price on a water heater that, including installation and such, was quite a bit higher than a private plumber. Then she promised that we would have a Lowes contracted plumber come out that very afternoon and install, at the latest, three days after that. We were thrilled since this was in the middle of winter and none of us could take a shower without the hot water so we paid then and there. Later that same night, the salesperson rang to inform us that our estimate was actually a mistake and we needed to authorize another $200 to cover the full cost. Okay, we groaned, but figured that we were already committed and paid. Unbeknown to us, Lowes only had two plumbing companies under contract, and the first told us that it would be a full three weeks before they could even send anyone out to look at our heater. The second one rang three days later (the time when the saleslady promised that we would have our heater already installed) and said they would be out the next day. Fine. They arrived, only to inform us that they were booked until ten days from then. UGHH!!! We had to take freezing showers in the middle of winter for almost two weeks before they finally arrived. Our heater was installed (about time) and everything was great, right? Nope, the heater was sub par (it could barely heat enough water for one 5 min. shower and the water never became hotter than lukewarm) even though it supposedly was quite a bit larger than our first.

Lastly, we were never informed by the salesperson that we would have to ring the city inspection team to look at the installation. It was only after receiving a rather nasty note from the store manager that this came to light. One would assume that given the overpriced, under working piece of equipment they sold and how long it took to reach us that they might try to step it up and do something to make this experience a bit better. No such luck. My mother's water heater broke in NYC on a Saturday afternoon and she had a new one installed on Monday morning at about $300 less than we paid.

This is why I'm complaining. There is no reason why any company should overcharge its customers and mistreated them in such a manner. I am disgusted by Lowes and will never even buy a nail from them in the future.
     
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Alain on 2009-01-11:
Given what I've read (for a few years now on this site) about Lowe's and ANYTHING they install, I'm not surprised about this complaint. What would surprise me is if Lowe's EVER did anything to address problems like this. They seem to excel at discouraging repeat customers. I don't know if Home Depot is any better, but it's worth a try. I prefer to use contractors (local plumbers, eletricians, etc.) for any home product installations. The Big Box stores just never seem to care if they do the job right.
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Dishwasher / Install
Posted by on
AMHERST, NEW YORK -- On July 5th 2007 (Thursday) I ordered a dishwasher and delivery online from Lowes.com . I liked the dishwasher and the price, and there is a picture of a guy installing a dishwasher that states they will install and haul away as long as it is the same connections and it fits in the space.

It stated on my receipt that I would receive a call from the West Amherst NY store within 24 hours to set up a delivery time.

On July 7th (Saturday) after not hearing from the store I called them and spoke to a manager named Brian, who apologized and said the dishwasher could be delivered on Sunday July 8th between 8am and noon. After taking the day off of work and not seeing them, I called at 1245pm and spoke to a manager Peter. He said that it was out of stock, but it may be on the truck and no one filled out the paperwork, but he also said that it appeared on the computer that it was delivered Friday. He said that when Brian got back from lunch in fifteen minutes he would call back. I did not hear from the store. I called the Lowes 800 number on my receipt, and they said the store manager, Heather, would call me within 24 hours, and that Peter found my dishwasher and that it would be installed Monday morning (but Brian did not remember speaking with me the day before).

Monday, July 9th came and a kid pulls the dishwasher off the truck, drops it in my kitchen and says "here ya go"! I asked him if he was putting it in and hauling away my old one like it said online (for the extra charge), and he said no...he just delivers it!

I called the 800 number again and they said that this was not right and stated they would mark this urgent and have upper management call me within 24 hours as the store missed the first day's call, and Sunday's delivery and later call, and the call from the store manager Heather.

Tuesday, July 10th came and went, once again..no phone call from "upper management" (they have now missed 4) so I called the 800 number who patched me through to the store where I spoke to Brian again. He said it would be an additional $124 to install it, and that he could have it done in four days. He also said it was my fault as I would have had to have gone to the store to sign for an installation! This was the first that I had heard this in six days of phone calls!

I'll go somewhere else that returns phone calls, does the job, doesn't treat the customer like their in the wrong, and wants to stay in business in the area! There was never any attempt to make the situation better...or even an apology, it was just wait with the dishwasher you purchased six days ago (in the middle of your kitchen floor), get out here to the store to sign a contract for another $124, and wait four more days! I told him, better yet, have the delivery kid come back out here and take the machine and credit my card.
     
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Anonymous on 2007-07-10:
I think it's pretty unrealistic to order an appliance and install exclusively through the net. Personally, I don't part with my money without speaking to somebody and getting something in writing and hearing the details face to face.
BrianPopp on 2007-07-10:
I won't do it again..I thought Lowes was a reputable company. They also said any appliance with the exception of dishwashers, gas dryers, and hot water tanks are installed with the delivery purchase automatically.
poppapia on 2007-07-11:
While I like Lowes, this post at least proves that they have some of the same problems that Home Depot does.
Alain on 2007-07-13:
I talked to a fellow in our appliance department and he said that the service, internet orders included, vary widely from store to store. In our store Brian would have been reprimanded and the department manager would have been made responsible for solving the problem. Obviously Heather is not a good store manager. You might want to file a report with your local Better Business Bureau. Then find out who the Lowe's District Manager is and inform him/her of your action. It's a nuisance, but it usually gets attention.
Anonymous on 2007-07-13:
Should dump the "hardware" store,and go to an appliance store,where they care about the customer
BrianPopp on 2007-07-13:
I ended up going to Orville's, a local appliance store, and they installed a better dishwasher the next day for less money!
The District Manager for Lowes called me and said that his concern was that for six days, they would not return calls or help, but they were willing to return the sale and pick up the dishwasher within a half hour of our last conversation.
Alain on 2007-08-05:
Glad to see you got a good product and price! From all of us ("Alain" serves about 7 Lowe's employees at 4 different stores and counting). We have found that often District Managers get results when store managers like Heather fail to address customer problems.
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Lowe's Engaged in Deceptive Business Practice
Posted by on
Rating: 1/51
HOUSTON, TEXAS -- Last week, I went to Lowe's appliance department and tried to purchase a GE Cooktop. The sales person matched the price with competitor and agreed to give an additional $80 rebate.I tried to pay at that moment but she told me not to pay $35 for the measurement; printed out a four page document; wrote by hand the agreed upon price which was $1099 plus a $80 rebate. The measurement was done yesterday and when, I tried to pay for the Cooktop, I was told that the manager has declined to give $80 rebate.
It makes me think that their sales practice is designed to rip customer off.
     
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Appliance Returns
Posted by on
Rating: 5/51
LAKE PARK, FLORIDA -- Lowes had always worked with me on everything that I had brought from them. In January, I got a microwave which I didn't notice it was bent until my niece came to visit and she noticed. I went back to the store and they exchange the microwave. I got a different style as the one that I had was no longer available. Unfortunately, within a week I notice that the microwave had a cracking sound. They first told me to call the manufacturer, but I told them that I didn't wanted fix, I wanted exchange. They couldn't do that because of their policy. They came back to the house and reimbursed me for the microwave and the installation. They have always worked with me and I definitively continue to shop here for major items.
     
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Lousy appliance installation ruined our wood floor
Posted by on
Rating: 1/51
OREM, UTAH -- We purchased a dishwasher from Lowes and had them install it. The guy who did the installation didn't connect the drain properly and our laminate wood floor was flooded on multiple occasions. We didn't notice the problem until my wife saw water seeping from the floor when she stepped on it and we could feel the wood was warping. A call to Lowes got someone out right away to connect the drain properly. They also sent Chris from their floor department to measure and assess the damage. Since that time Lowes has done nothing to help us. They said since the installer was insured his insurance would pay for the damage - it won't, only a portion. Calls to Lowes have been ignored. Chris promised to have the "regional manager" call to discuss the problem with us and we have been waiting for a week for that phone call. Lowes talks good customer service, but when it comes down to it they couldn't care less about their customers. The good news? We live close to Home Depot. They will now be getting the business Lowes didn't care about.
     
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Lowes Doesn't Stand Behind the Products They Sell!
Posted by on
Rating: 1/51
WEST BRIDGEWATER, MASSACHUSETTS -- I bought a stackable washer and dryer for my daughter in January 2013. After the 5th time of breaking, I called the store and told them, it was obviously a lemon and I wanted to return it. The so called manager of the appliance dept said, " sorry it's 10 days over the warranty and nothing we can do for you!" He had no record of me ever calling. I reminded him that I just spoke to him in October when it broke for the fourth time. He said,"he speaks to way to many people to ever remember me." ( He must do a lot of calls of this nature, If I don't stand out after 5 calls in 1 year.) After numerous calls to the West Bridgewater, Ma store and the corporate customer service, they refuse to stand behind there product. The machine shouldn't have broken once in five years, much less five times in 1 year. I own my own construction company and spend over 70,000.00 every year in supplies, tools and building materials at Lowes. Not to mention what I used for my personal use. I am not a person whom like controversy and usually don't return things. I am so disgusted with this company and how they conduct business. It's in the hand of my credit card company now. Either way, I will never shop at any Lowes. I also instructed all my carpenters they are never to purchase any product for my Jobs at this store. Figure it out Lowes, the washer was 1,167.00 that probably cost you 600, you lost over 75,000.00 in sales from me alone. With customer service like this, you will follow the fate of the big box store before you, and deserve it! #LOWESSUCKS!
     
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Slimjim on 2014-02-10:
Unfortunately after a year, no store in the world could have taken that back and gotten any credit from the manufacturer. Even servicing appliance dealers wouldn't be able to accommodate such a request. What you want to do is try and work with the brand to get satisfaction. Honestly that is who made the troublesome product and who you really have a beef with. You didn't even mention who made the lousy washer/dryer stack. The Home Depot wouldn't have done anything different, regardless of prior business relationships. Call the manufacturer and start working on them. They are the only ones who can refund money back on a product that old.
Kathy4921 on 2014-02-10:
I bought the product from Lowes not the manufactor. I believe it is Lowes responsibility to call the manufacturer and return it. They should stand behind the products they sell. The product isn't that old! It's a major appliance and should not break 5 times in a year. Lowes is also the company whom didn't record or notate all the issues we had with this product. I also sell products and I would never expect my clients to call the manufactor, I have them call me and I take care of it. The difference between the big box mentality!
Cwazychicken on 2014-02-11:
its ironic how products break down JUST after the warranty is expired or they delay it til just after it expires. I don't like warranties. They are guaranteeing you that they are selling you crap.
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So Fed Up With Lowes Home Improvement
Posted by on
Rating: 1/51
WILKESBORO, NORTH CAROLINA -- My 4 year old Maytag fridge just stopped cooling the first of November. Lost all my food. A week latter they brought us out a loner fridge. Yes a week later! Found my recite where I purchased the extended warranty. They sent me a card three weeks later. Was not enough to purchase the same kind of fridge I had, so now I now I have a bill. They brought out a fridge. Took them from 4: 15 to 6:00. My husband went down in our basement around that night and water was running throw the floor where the fridge set. The came up stairs pulled the fridge out. Water was pouring out of a hose where the hooked the water and ice up. I called Lowes a night watch answer the phone . He wrote down my name and number. Lowes called at 6am said they would be out by 9:00, never saw them. I called again they finally came out. Said it was a defect and they could fix it, but had to go get parts. They wear in and out our home all day my floors are a mess. I just set down and cried. They said they see about reimburse us for all the trouble, but have not seen or heard from them today. Just feed up.
     
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