LAKE JACKSON, TEXAS -- DO NOT PURCHASE YOUR MAJOR APPLIANCES FROM LOWES! I purchased a new stacked washer/dryer with an extended 4 year warranty from Lowes on February 2, 2012. 2 weeks ago my washer quit working. I called Lowes to request repair. They scheduled a repair through A&E Factory Service, 8 days out. The A&E repairman called me on his way to my home, asking the problem (which I described to Lowes on my initial call). He immediately replied that it sounded like the motherboard needed to be replaced, that this was a common issue, and A&E did not keep these parts in stock and he would have to order it.
After diagnosing the problem, just as he suspected, this was the problem. He said he would order the part, which should arrive in 2-3 days, but he could not come back to install it until Nov 2. This means I will be without my washing machine for over 2 weeks. $50 at laundromats since waiting for repairs. I have sent various emails and made several calls to Lowes expressing my dissatisfaction with their warranty repair service, only getting the runaround. Don't waste your money with Lowes.
MT. PLEASANT, SOUTH CAROLINA -- I will preface this by saying that we did buy the least expensive double oven range at Lowe's, but the salesman did say that it was pretty good, especially for the money. I bought this double range in January b/c my wife and I wanted the convenience of having two ovens… to cook two things at once, or to use a much smaller oven that heats up quickly for one small thing. We LOVED it when we first got it b/c of this feature, so we were happy we got it.
Then, in late April, the top oven went out. A few days later, part of the bottom one went out, and some of the buttons on the main board weren't working very well. So, in mid-May I made the call to Lowe's to get it serviced (under the one year warranty). A repairman came out, tested it, took it apart, and said we needed a new "motherboard”. The main board in the range. They would have to put an order in for that part, and it may take a week or two to get.
Four weeks later, he got the part from Whirlpool. Came to my house, put it in, and not only did it not fix the problem, it caused it to keep the oven lights on all the time… so we had to keep the circuit breaker off or else, all the oven lights would be on all the time. So, he said they needed to order another Circuit board b/c Whirlpool requires that one of their appliances needs to be maintenance at least 2-3 times before it can be deemed replaceable. So, the technician said he would put a Rush on the part this time, and it shouldn't take more than a week to get it in.
Well, two weeks later, I never heard back from Lowe's or the Repair center, and when I called Lowe's they said they would put a Rush (2 day shipping) on the part from Whirlpool. 4 or 5 days later, I never heard back from anyone again, so I called Lowe's to see what was up. The lady said that the last Lowe's Representative never "activated" the request, but that she would have her manager do it right away. Too little, too late in my eyes as we have now been without a working oven for over 6 weeks.
So, 5 days later (even though it was supposed to be 2-day shipping), the technician finally got the part in, and came out to my house the next day (today, as I write this). Well, surprise surprise, the part didn't work again. The Technician deemed the Range non-fixable, and that Lowe's and Whirlpool needed to get me a new one now. He told me to call Lowe's, tell them it needed to be replaced, and give them his contact name and number if they needed to verify that it wasn't fixable. So, he left.
I just got off the phone with Lowe's, and they told me that the service man was supposed to call Whirlpool from inside my home, to verify that it wasn't working again, and that would start the process of me getting a new range. Well, he didn't call Whirlpool, so for some reason Lowe's and Whirlpool won't deem it replaceable. Lowe's will have to have someone contact Whirlpool and the service man to get all the information and deem it replaceable. They said that could take a few days before I hear anything back from them. So yet, another delay.
The Lowe's representative couldn't tell me how long it will take to get a new Range. It obviously won't be within the next week since Lowe's has to do this "investigation”. Therefore it will be a MINIMUM of 2 months from when I put in the initial call before I get a new range. Long story short, do NOT buy a Whirlpool product. We bought a Whirlpool Fridge, oven, microwave, and dishwasher, and aren't terribly happy with any of them, but this whole ordeal with the Range is unacceptable.
As for Lowe's, all their Reps were nice to me over the phone, and tried to be helpful, but they (as a company) didn't do much at all to help me out in a timely manner. Especially this last ordeal today. I'm sure it could be just as painful of a process with another retailer, but I would seriously consider purchasing an appliance from a smaller retailer in town. They would probably do more to help to keep and retain the business. The Lowe's Reps had no sense of care or urgency. I apologize for the long review, but if it can help one person decide on what to buy, I am glad I did.
DICKSON CITY, PENNSYLVANIA -- On July 4th in the evening our Whirlpool dryer broke - no heat. We purchased the dryer for $673.20 on 10/4/08, model #WED8300SW. Along with the purchase in good faith of them standing behind their product, we additionally purchased a 4 year extended warranty for $99.97.
First thing on July 5th we called the extended warranty department and was initially told they couldn't come out until July 10th. I felt that was a long time to wait - we have a family of 5 doing an average of 2 loads of laundry per day!! They found an appointment for me on July 8th between the hours of 12 & 5. I took the day off of work and the gentleman (Dorsey). I called Mr. Dorsey myself and was told that Lowe's never emailed him the information to service our dryer. He stated that he could come service our dryer on Wednesday the 10th at 2pm. I took another day off of work, Mr. Dorsey never showed again!!! I left him 2 messages with no return call.
I called the extended warranty department and was told that now that it is Wednesday and nearing the end of another week, the soonest they could get someone to come now to service our dryer was on the 18th or 19th of July. I set up the appt for the 18th - was never sent an email confirming this appt yet again!!! I called the manager (Ryan) at our local Lowe's in Dickson City, PA and was told he would see what he could do. He calls me back and states that he called the extended warranty department and that Mr. Dorsey would be calling me to come for service sooner - well of course Mr. Dorsey never called again!!
I then proceeded to call and speak with a supervisor at the warranty department and was told no one was available and would call me back shortly and again I never got that call either!! On July 11th I called the warranty department again and insisted on speaking with the supervisor and after insisting on holding, several minutes later, a supervisor came to the phone and basically said there was nothing they could do more than schedule service.
I insisted on speaking with corporate and was connected with the Customer Care Center and was told that the best thing to do was to file an official complaint and I would be contacted back within 24 hours. Well again that phone call never came!!! I called back on July 12th and got the runaround and again and after being transferred to several people was connected with Sarah. She states she is in the executive department of Lowe's under the President.
Explained my situation to her and she told me she would investigate and call me back. When she called me back, she basically said the best option she could do was to have Lowe's come pick up our dryer on the 14th and service would be done at Lowe's on the 17th and they would return to us.
I expressed that I have lost 2 days of work up to this point due to the no shows of Mr. Dorsey in addition to the time away from my family and the extra money I had to pay to take my clothes to the laundry mat to have them dried!!! In total I have lost around $450 due to loss time at work and laundry expenses!! She basically told me that they do not compensate for lost work time. I requested them giving us a new dryer and was told that wasn't going to happen. Her words were "You are not getting a new dryer"; that we didn't qualify for one under the terms of the warranty.
We were sickened by the thought of a large company of this manner allowing their company to make numerous errors with hiring incompetent contractors for their service work and allowing their upper management to just ignore phone calls of their customers. I then sent an email to the president expressing my concerns on the 14th of July and on July 15th. Of course I had the pleasure of speaking with Sarah again. I told her that since I lost 2 days of pay due to the contractor not showing up - not my fault - I was at my home waiting for service that we wanted to be compensated with a refund on our warranty or a gift card to the store and was rudely denied!!
BASTROP, TEXAS -- Let me tell you a story… A man and his girl decided to purchase a home and start a life together. The home needed some work and they decided to go to Lowe's Home Improvement to select new appliances and purchase flooring to renovate their new abode. It was Memorial Day weekend and they went into the Lowe's store in Bastrop TX and look at appliances. They were met by floor associate named **. Little did they know that this was the start of a frustrating trek that would not seem to end.
The couple was looking for some select items, a refrigerator, a dishwasher, a washing machine and a microwave. They started looking at all the different brands and types with a certain sense of excitement, realizing that their dream of being together was finally starting to come to fruition. The floor associate, **, was a fast talker and was running them around in circles. Whenever they found an appliance that they fancied, he would give them the "let me check on that" and the "let me check on this" treatment. It almost seemed as if the couple was at a used car lot, not in the appliance section of a major home improvement retailer.
They picked out the microwave, which was in stock, and the washing machine, which was also available. They then started looking at the dishwashers. There were some features that the couple were looking for… stainless steel with a deep top rack and moderately priced. The couple looked at many and finally found one that they thought they wanted. It was on clearance. ** looked it up and found that there was not one in stock and that since it was on clearance, there were going to be no more available. He then started working his magic.
With the confidence of a seasoned salesman and the prowess of a flimflam artist, he proceeded to offer the couple what he called "the new model" that was taking the place of the clearance model they chose, but give it to them at the clearance price. The couple thought that they were getting a deal so they capitulated, and agreed with the offer and the dishwasher was chosen. Now it was time to choose a refrigerator and the appliance shopping would be complete.
The couple then went to the refrigerator section and started perusing the different models, opening the doors, looking at the features and discussing amongst themselves the options that they desired. They found one that really caught their eye. It had everything they wanted; a side by side stainless steel model with an indoor icemaker and the led lighting that was easy on the eyes when it was opened. ** told them he would check on that model. He returned and informed the couple that they did not have that particular model in stock, but it could be obtained in 7-10 days and they would deliver it to the couple's home once they got it.
The couple debated for a bit because they really wanted the fridge that day, as they were without one and living out of a cooler is not the greatest of experiences. After much discussion, they decided that they could wait and agreed to purchase the refrigerator. After the appliance shopping was done, ** took the lady up front to start an account with Lowe's, so that all the appliances could be purchased that night. An account was opened and the couple was really excited, as they could then go to the flooring section and get the items they needed to rid their place of the old carpet that covered the floors when they purchased it.
The couple decided that they wanted to go ahead and take the appliances home from the store that night and not take advantage of the free delivery and installation offered by the store. This was met with a certain air of displeasure by the floor associate and he seemed to have a tone in his voice of one that thought the couple was crazy for taking this route.
There was a reason for the decision however, the house was not ready for the appliances to be installed and the couple did not want to have to take time off of work later in the week to be at the house to wait for the delivery. They did however agree to have the refrigerator delivered as it was not available at the time of the sale.
The couple then went to the flooring department and purchased numerous items including porcelain tile and laminate flooring for their home. All in all the couple spent over $4000 in the store that evening. They were told by ** that he was going to round up the appliances while they were in the flooring department and they would be ready to load when the couple had completed their shopping.
Upon checkout, it was noticed that the dishwasher was not priced on the invoice correctly. The lady asked ** about the price, reminding him of what he told the couple earlier about selling the dishwasher at the clearance price. ** began his fast talking again, saying that was the clearance price, making the couple feel like they had been mistaken. The man leaned over to the lady and told her to just let it go, as he was ready to get out of the store they had been camped out in for going on three hours. The lady agreed and it was dropped.
When the checkout was complete, ** then proceeded to tell the couple he needed 45 minutes to gather all the items in the purchase. He had previously told him that he was getting the appliances together while they were in flooring, so the couple thought that it was rather inconvenient that he had not done so yet. Therefore, on top of the three hours they were in the store, they had to wait another 45 minutes for the items to be ready to load.
Then the real issues began to rear their ugly heads... After 7 days, the lady called the store and inquired about the refrigerator, wanting to know if it had arrived. She was told by the floor associate that answered the phone in the appliance department that he was not sure, but he would check on it and call her back. A day passed and no return call, so the lady called again. She was put in touch with ** who proceeded to tell her that the item had been put on backorder and would not arrive until June the 13th at the earliest, the 18th at the latest. This frustrated the lady as there was nothing ever mentioned about the fridge being placed on backorder beforehand.
The man began to install the dishwasher they purchased. After the appliance was completely installed, he opened the dishwasher door to remove the packing material from the inside. When he opened the door, he noticed that the one feature they were desiring, the deep top rack was not on this model. He also discovered that the hoses and items needed to install the dishwasher and the washing machine were not included and he had to go purchase them. They told each other about the details they had just discovered and were both disappointed.
The man then sent feedback to Lowe's via their website about the refrigerator, the hoses and the general feeling of displeasure the couple had been starting to feel about their experience at the store. He received a call from a manager at the Lowe's store by the name of ** the next day. The man was very pleasant as he understood that these kind of things happen. He explained the situation with the hoses and such and the fact that they were never informed that the fridge could be put on backorder. He also relayed his disappointment that the floor associate ** never offered to try to find the item at another store.
The manager gave the excuse that ** was new and that companies quit including hoses with appliances last year. The man asked why then is it free if Lowe's came out and installed the appliances. If anything the installing materials should be free to self- installers simply because it is saving Lowe's a trip and the labor.
The manager then offered to pay cash for the hoses and offered to sell the floor model at another 10% discount, but he would not sell it to the couple until they came back into take a look at it as he would not sell it without them seeing it. The man discussed this option with his significant other and they decided that they would rather wait the extra days and get a new one than accept another paltry $100 off an item that had been on the floor and its history unknown.
The next weekend, the lady received a call from **; he stated that the refrigerator was now on backorder until the end of the month. This really upset the couple. ** had explained to the couple that the item is a popular one and they are not easy to come by and that the factory has placed them on backorder due to demand. ** then proceeded to tell the lady that they were going to look and see if they could find a comparable model to offer to the couple to replace the one that they could not get. He stated he would call her back with the details.
After the lady got off the phone with **, the couple discussed further. At first, they wanted to see what was going to be offered but as they talked, they realized that they really wanted the one they chose in the first place. They decided at that time that maybe they should just have the item removed from their account and they would look for the fridge elsewhere. A couple of hours had passed and the couple became increasingly impatient, as this was not the first time someone from that store told them that they would get a return call, in the prior instances they did not receive one. They decided to call the store back.
The lady that answered the phone stated that ** had cut his hand real bad and was at the hospital. After a little while longer, another call was placed to Lowe's. ** was there and he stated that he had to get his hand stitched up, as if he was attempting to gain some sympathy because he was on the hot seat. He then proceeded to offer the couple a different brand fridge with comparable features. However, the features were not even near comparable. It was not a side by side, it the freezer below and it did not have the led lighting.
To add insult to injury, ** stated that the fridge was $2200 but they would sell it at cost at the tune of $1600. The model the couple picked out was an $1100 fridge. The couple was actually expected to pay approximately $500 more for the stores screw up and for a fridge they did not pick out. The couple refused and asked ** to just take the item off of their account. ** tried to con them out of that choice but the couple's mind was made up. He then relented and told the lady that he would remove it from their account.
The couple then got in their truck and began to search for the refrigerator they wanted. They went to a Best Buy within walking distance of the Lowe's store from hell and found the same exact refrigerator on display in the store. They inquired on its availability and found that they had TWO of them in stock. The couple purchased one, had it loaded and proceeded to take it home. So much for hard to get! They paraded in front of Lowe's with the item in the back of their truck as if they had just won a gold medal and were taking a victory lap around the arena. Oh the victory was sweet!
A couple of days later, the lady checked her account at Lowe's online. She discovered that the refrigerator was still on the account. Once again, ** had come through with his total disregard for doing what he said he was going to do. The lady decided that she needed to just go up there in person and have it taken off. She went up to the store and approached the return desk. She then explained to the associate at the return desk the reason for her visit.
The associate paged a manager- ** to be precise. ** called to the return desk, it was explained to him what was going on and he proceeded to ask the lady why she wanted it taken off. He actually had the gall to ask that question. The lady explained to him and the refrigerator was removed. The manager never even bothered to come up front and talk to the lady in person. His courage, or lack thereof, would not allow him to do so. As a result, the protection plan that was purchased was not amended as nobody knew how to do it and ** could not bring himself to come up front and show anybody how. The lady then had to call somebody else to get that fixed.
The message of this story? Lowe's does not care about customer satisfaction. They do not conduct their business in an open, honest manner. Their floor associates (some, not all) are not trained properly and the bottom line is bringing in the money. It seems like they are cut from the same cloth as Wal-Mart. Stay away from Lowe's at all costs, they do not deserve your money!
CHAPEL HILL, NC -- I recently moved into a brand new home. I purchased a stove, refrigerator and dishwasher from Lowe's in Chapel Hill, NC two months ago. They were slow to get someone out here to look at the damage. A gentleman named ** finally came by. He was very polite and acknowledged the damage. He tried to repair it, but was unable. He said I would have to file a claim and said I would hear from someone.
It took awhile, but I finally got a message from a lady at a company called SRS. Her name was ** (not sure if this is exactly her last name) and she talked so fast that I could not understand her. I had to listen to the message 7 times before I could get the information. I immediately faxed a price quote from a flooring company along with an explanation of what happened per **'s request. I also returned her call and she did not call me back.
Three weeks later, no response. I called ** again and also faxed the requested information again. I still did not hear from anybody. I called the store and talked to Mr. **. He passed the buck onto SRS, the insurance company. I left another message for ** and called and talked to the manager at Lowe's. He got me a phone number to reach **'s manager, a lady named **. She was very polite and told me that the reason ** did not return my call was because she was waiting for more information. I told her that it was very annoying that she did not return my call and I deserved a status report on my claim.
Finally, I heard from ** and she told me that she was waiting to hear from **, that the store wanted to talk to them before they paid my claim. She said she was playing phone tag with Mr. ** and hadn't reached him yet. When I called Mr. **, he told me that he had talked to SRS and said there were no messages for him. He passed it on to SRS and claimed that once it was in there hands, he had nothing to do with it.
I finally got a call from **. She told me that the delivery people claimed they did not do the damage because it was not on the original paperwork when they delivered the refrigerator. The fact is, we did not notice the damage until after they had left. We weren't even in the kitchen when they installed it. Mr. ** acknowledged the damage when he was here and it was so obvious that they had caused the damage.
The price quoted me to replace the floor was $925. The insurance company only wants to pay half because it was not acknowledged on the original delivery paperwork. So, in addition to paying for the appliances, I now have to pay an additional $462 to have the vinyl floor replaced.
EDWARDSVILLE, PENNSYLVANIA -- Lowe's Home Improvement Stores – 50 West Side Mall - Edwardsville. PA 18704 – (570) 285-6000. Last July, I bought a Frigidaire refrigerator from the Lowe's Home Improvement Store in the West Side Mall, Edwardsville, PA. I purchased a Frigidaire because of customer loyalty to Frigidaire based on generations of family members who purchased nothing but Frigidaire appliances. My decision to purchase my new Frigidaire from the Lowe's Home Improvement Store appliance department based on price and availability.
On April 3rd of this year, I called Lowe's appliances in Edwardsville to report that my Frigidaire refrigerator was not properly cooling. Lowe's instructed me to contact the Lowe's Appliance warranty repair service to schedule repair. April 4th – Lowe's Appliances sent their repair person to assess the situation. Their repair person said that the problem was due to a defective evaporator and that it leaked the coolant causing the refrigerator to fail. He also told me that he did not have the part but that he refilled the coolant and would be back within the week to replace the part.
I waited 3 weeks for the repair man to return before calling Lowe's appliances on April 23rd and I spoke to **, who said that Lowe's had already paid the repair person for the service and it would be up to me to contact the repair person. He said that he was sorry but it was not a Lowe's Appliance issue. I told him that this was now the second time that my food had spoiled and he said “I'm sorry but that is not a Lowe's problem but they would provide compensation for the spoiled food.”
He then gave me the telephone number of their Lowe's Appliance repairman to contact directly and schedule a return service call to finish the job. I called and was told to call back the next day between 11 am and 7 pm. When I said that I would be out of town the next day, I was told that he was out in the truck checking on the part and that he would call me back later that day.
He never called that day and he did not call or leave a message on Thursday. So I called Lowe's again on Thursday evening and after being told that my problem was not a Lowe's problem and that I had to contact their repair person, I explained that I was unable to reach him or get a satisfactory answer from him. **, from Lowe's appliances then asked me to hold and then came back on the line and said that Lowe's was also unable to reach him.
I was asked what his diagnoses was and I said according to their repairman it was a defective evaporator. Her solution was that she would send me the appliance part and that it would take about 5 days. I told her that a) I was not an appliance repair person and b) that this was a new Frigidaire refrigerator and under warranty. I also informed her that I am disabled and need to be able to keep my medicine and food refrigerated. Her next suggestion was that Lowe's give me a $65 discount off of a compact refrigerator rental which they would provide.
Mighty generous of them, isn't it? I buy a refrigerator from them and it fails under warranty, their repairman comes and says that the problem is a defective evaporator. He never returns to repair the situation which is covered under warranty and Lowe's will be generous and give me a discount on the rental of a compact refrigerator! At this point, I asked for a replacement of the refrigerator. Lowe's countered by saying that I would have to wait until they could get in touch with the repairman that they had already admitted that they could not reach to complete the work originally and that I would have to wait until they could talk to him.
At that point, I asked to speak to a supervisor who had the authority to make a decision about the replacement of the defective Frigidaire refrigerator and I was put in touch with ** from Frigidaire. After some conversation ** said that she would email the manager at the Lowe's Home Improvement Store at the West Side Mall in Edwardsville and authorize that they replace my refrigerator and call me the next day.
True to her word, ** called at the time we arranged and told me that she requested a replacement of the same model Frigidaire refrigerator as I had purchased, but the manager at the Lowe's in Edwardsville said he would not be willing to do anything until he spoke to the unreachable repairman. ** said “I'm sorry” and I said that I was sorry too. I am sorry that Lowe's has decided to ignore a disabled person's request for a simple warranty refrigerator repair and that it had escalated to this point.
I also told her that I was sorry that I now felt that I needed to a) contact the Pennsylvania Attorney General's Office and file an official complaint and b) that I would have to endure further financial hardship by filing a civil complaint with the Edwardsville Magistrate's Office.
Once again, I explained that I am disabled and living on social security disability. I needed to keep my medicine refrigerated and that I also due to medical conditions that I needed to keep my food refrigerated. Lowe's has chosen to ignore the needs of a disabled person, so now, I have to find extra money to hire an attorney to protect my rights as a consumer and protect my rights as an American with disabilities.
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 **, who apologized and said the dishwasher could be delivered on Sunday, July 8th between 8 am and noon. After taking the day off of work and not seeing them, I called at 12:45 pm and spoke to a manager **. 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 ** got back from lunch in fifteen minutes he would call back. I did not hear from the store. I called the Lowe's 800 number on my receipt, and they said the store manager, **, would call me within 24 hours, and that ** found my dishwasher and that it would be installed Monday morning (but ** 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 **.
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 ** 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 they're 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.
In June of 2010, my wife and I bought a washer and dryer from Lowe's. In January of 2011, the washing machine started leaking water from the bottom onto the floor. I went to Lowe's to see about getting the leak fixed and was given the 1 800 number to the service provider. I called Lowe's 1 800 number and got someone to come and "fix" the washer.
Upon arrival, I told the repairman when the washer was leaking, and that it was towards the end of the cycle. Ultimately, the repair man did not stick around long enough to see if what I was saying was true or not. I was told by this repair man that he had needed to get out to my house to clear the ticket. He also told me that if it started leaking to call him and he would come right back.
Sure enough about 15 minutes after he left it started leaking just as I said it would. I called him back and he told me that he was already at another job and he would call another one of his guys. No luck. After he had called me back he told me that if I had anymore problems with the washer to call back "tomorrow" and he would see if he could get back out there and fix it. Well guess what it started leaking just like always and I called him that next day. I was told this time that I needed to call the 1 800 # back and make another ticket.
I made another call and waited for someone to call me. After about a month, I called and talked to a supervisor thinking that this might get me somewhere. However, I told the supervisor that this time the repairman was on my time that I had already taken time away from work for someone to come and fix my washer and they did not bother sticking around to see where the leak was coming from.
The supervisor said no problem that they would work around my schedule. Wrong. I was called at about 12 noon and was asked to be at my house within 30 minutes. I told them I couldn't because I was at work. So I called the 800# again to explain what had happened. I was told that they were sorry and please bear with them and try again.
Well, here we are in March and on March 2nd we tried a third time. I told the supervisor that I am going on vacation for a week that this should give them ample time to get someone on my schedule so they can be there when I am at home. On March 22nd, a repairman calls and says that his truck is broke down and cannot be at the house until April 2nd. I called the 800# back again this time fed up and requested a replacement. This time the supervisor seem to keep in touch with me as to what was going on with the replacement.
Finally, she calls back and tells me that Whirlpool will not replace the washer until someone has had the chance to fix it. Now I am back to square one. Someone called today April 4, 2011 and asked me to be at my house in 30 minutes so they could fix the washer. I had no warning on this one. I had no idea that someone would be calling today to fix the washer. So whatever you do, do not buy anything from Lowe's and expect it to get repaired. It won't happen.
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 delivery/installation guys left an exposed uncapped gas valve when realizing they didn't know how to install it?
That night after I used the cooktop 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 owner's 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 freaking stove was on fire... Called Lowe's, referred me to Frigidaire. 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 bought 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!
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 Lowe's 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 Lowe's 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, Lowe's 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 Lowe's and will never even buy a nail from them in the future.