MIAMI, FLORIDA -- I contracted Lowe's to install 3 impact windows in my home. The first job the subcontractor damage the rollers and track during installations. Lowe's representative said "Let's reorder and do this again the right way." The second contractor choose to sheer off 3/8" from the frames all the way around to avoid having to deal with the stucco. This voided the Factory warranty. Lowe's manager said, "Let's try this one more time." The third contractor installed the windows with the upper and side frames so bowed you could hardly open the windows. The windows have an egress requirement.
All my complaints to date with customer care kept referring me back to the same store manager, so I ask him to visit my house. His cavalier attitude and saying this is all normal and correctly installed taught me that he knows nothing about construction and may not even own a home. Picture is a subcontractor separating the side frame from the top frame and doing even more damage.
Lowe's even hired an Architect firm to write a letter saying the install was correct to present to the inspector, an Architect that had never visited the house until the inspector was there for the final failed inspection. Can you say Fraud! And yes, We called him on this and the inspector asked for a copy of the letter to be brought to the county office and a copy to be given to the homeowner. This letter has never been seen, but I have a picture of it on my kitchen counter.
So after three failed installations and three failed county inspections the regional market manager is offering a full refund if I sign a release of claims. I say "No. Lets go to Arbitration as stated on the back of your contract." because now Lowe's owes me much more than a refund. The SE Regional Marketing manager sends my case to Lowe's risk management who claims "We're not going to Arbitration. We offer you this final offer and need you to sign a release of claims."
I told them this is not enough and send them a demand for Arbitration according to paragraph 13 on the back of their own contract, where it also states Lowe's is responsible for the Arbitration fees. The Arbitration company writes back to me and Lowe's that the fee is $750 and if not paid by 1/13/16 the case will be closed for improper filing. To date I'm not aware if Lowe's paid the fees or if I will have to go to court and incur further cost just to get Lowe's to do the right thing. All I wanted was three window installed in my house. Signed: Frustrated/Abused Lowe's customer.
BETHLEHEM, PENNSYLVANIA -- On 7/7/15, my husband and I came to Lowe's with the expectation of exploring floor blinds and shades solutions. We recently moved into a nearby quaint Colonial home and faced challenges with the multi-wood frames. That evening, we met with the store department employee who, in short, recommended that we have an installer come to the home for $35 and provide a professional consult. She advised that we would hear from him in 2 days. I advised her that this project was long past due so that it would be critical to hear from him within the week. We had 7 windows to get dressed and I was eager, having already been in the home for a month without coverings.
It took a week or more to receive our first phone call from Bob the subcontractor. Days passed until I inquired with my husband who took the call. He explained that the man was rude and very non-customer friendly. Bob told Manny that he would be in touch shortly to schedule that visit. Some length of time passed again and we made a visit to that same dept. employee at the store and she tried hard to ignore our plight for service. First pretending to be thoroughly busy and stating she would inquire and get back which didn't happen.
Even more time passed and after more inquiries with no response, I took it upon myself to call Bob Thursday, 8/28/15, and I explained that I would have 4 days off in the following week, that I would really like to schedule that paid visit. He advised that he would be away for the weekend and would call me upon his return. Having spoken to him myself, I will attest to my husband's testimony of his being aggravated, difficult and rude. Again, he did NOT call me.
I went to the store today to request a refund and purchased 2 temporary blinds. And the same dept. employee pulled up the notes, claiming that she tried to reach me on 9/3/15, which I highly doubt held any truth. I have waited well over two months to put this appointment in place. There were no signs of missed calls or voice messages.
Frankly, I felt discriminated against, and while she claimed earnestly disappointed that she would lose our business, she also stated, "Well I wish I would have known this was going on…" And I point blankly explained to her that she did know because we made a store visit to see her and she made a promise that she herself did not keep. It is in that false etiquette that I'm gravely disappointed. I also asked her to make my complaint known.
I question Lowe's as a community partner. As a small business owner and entrepreneur, I understand the value of excellent customer service all too well. We are highly disappointed with the lack of care received and though I was refunded my $35, I would have far more liked my 7 windows covered 2 MONTHS AGO. I also would have liked to rant raving reviews about the prompt and good service from Lowe's, but now I cannot. I have receipts of everything to back my story.
MIAMI, FLORIDA -- I normally would not write on the negative. However I'm compelled to share my failed impact window installation. I purchased and contracted with Lowe's to install three impact windows in my home. After three failed install attempts by three different contractors and failing by the city inspectors for improper installation, they are trying to buy my silence with a full refund if I sign a "Release of Claims". Oh and they promise to get them to pass inspection even though they are damaged.
Windows always arrived damaged. Contractors mishandled and damaged them further, even to the point of voiding the factory warranty on one occasion. The hammer picture above separated the side frame from the top frame by more than 1/2". Windows failed city inspection as they could not be opened, egress requirement.
KINGWOOD, TEXAS -- Back on August 21st, 2015, we decided to use Lowe's for a 23 vinyl window replacement using the Reliabilt brand. I was disappointed that the salesman could not get the errors on his quote correct and visited him 3 times. That should have been my first warning. I was informed it would take 23 days to get the windows and a week to install them. Here it is almost 7 calendar months later and 5 of the windows are still not correct or even installed. 3 of which leaked after the first rain due to manufacturer defects. I will be going to my 4th delivery attempt for wrong configurations, mis-measurements or damaged upon delivery issues.
Communication between Lowe's, Installers and the delivery service is almost non-existent and must always be initiated by myself though making trips back to the store and their management. Each new attempt at delivery/installation takes over another month's delay. The salesman has never returned one of my calls after closing the deal. Blame for the constant errors, no shows by the installer are pointed at each other and this whole installation job has been a nightmare.
Lowe's makes you pay the entire amount of the job upfront. The contract you sign leaves you few rights or alleviation from their own faults. I have now tried to elevate the complaint to a regional manager level. Still no return calls and nobody at Lowe's takes ownership of my installation job. Avoid using these guys for window replacement.
CHESAPEAKE, VIRGINIA -- Bought an exterior door when Lowe's had a 20% off sale. The sale allowed me to get a Therma-Tru fiberglass door with 3 point locking system, 2 side lights, and a transom light. Door is a paintable type to match my old door. The door is 3 times heavier than the old contractor grade steel door. It feels very solid and seals extremely well as compared to the old single latch door. I hired an independent installer and helped him install it as it is a 2 man job. Therma-Tru has instructions and videos on the internet. Initially, my latch mechanism was jammed but I removed it from the door, invented a few new words, and got it working.
Not really a big deal and probably would not have happened if I installed doors for a living. The key is to follow the instructions to the letter. I used closed cell vinyl brick mold and painted all edges of the door and frame prior to installation. Good grade of caulk and proper insulation along with 12 screws and wedges to properly secure the door to the house framing. It is VERY solid feeling and when it closes it is like a new car door. Lifetime warranty on the frame and the fiberglass door won't rot, dent, split, or deteriorate like metal or wood. Would I buy another one? Yes. In fact, I plan to buy a rear door when Lowe's has another 20% off sale.
SPRINGFIELD, MISSOURI -- I purchased a door frame and had it installed. The next day I noticed that there was a bad odor coming for the door frame. It was so bad we had to open windows to air out the house. I called Lowe's, and was informed that a department manager would be in touch with me the next day around 0700-0800. At 1000 I called the store and was informed that the department manager would call me back. Asst manager is attempting to find out why there is an odor, but others could care less.
WASHINGTON, MISSOURI -- Two weeks ago I ordered an exterior door for my garage, I brought the original door with me in order to assure proper measurement for the hinges and dead bolt lock etc. I am not a professional by any means. Michael ** (store manager, which I did not know) assisted me and ensured the proper measurements were taken and sent to have the door made and cut properly. As things go, I was called, picked up the door, and in the process of putting on the door realized the top and bottom hinge were not cut out properly with the wrong measurements.
I witnessed Michael **'s original measuring and was sure the problem was not at his end. The dead bolt lock was also not cut in the correct spot, approx. 1/4" off. I called the store, talked to someone named Jim who insinuated, it was my fault that the door was cut wrong and that I should have made the hinge cuts and measurements myself. The next morning I took the door back to Lowe's with the original door, and went to customer service, told them I wanted to speak with the store manager. I was "hot" because of my conversation with "Jim."
Here comes Mike **, I told him of my problem, and he did not blame anyone for the mistake, he assisted me in getting both doors off my truck, and we went in and remeasured the doors. Mike said I could reorder the door with proper cuts and measurements and it would take 2 weeks again. To make a long story short, Mike made the cuts for me on the door I received. Mike also showed me how I could make the dead bolt lock work by cutting into the door frame. Mike later called me at my house and questioned how my progress went with hanging the door. Everything went great, Mike ** knows customer service and went out of his way to keep me a happy customer.
Things could have gone wrong, but I believe Mr. ** would have ensured I was kept satisfied with Lowe's service. "Jim" on the other hand was pointing fingers immediately and shifting blame to me and whoever cut the hinges. I can't express how satisfied and happy I was with the service of Michael **, Lowe's store manage, Washington, Mo.
FOUNTAIN, COLORADO -- I went to Lowe's to purchase a window mounted AC unit and was ready to spend about $500. I had a couple of questions that I wanted to ask but mostly wanted someone to help me get the 150 pound AC unit off the shelf. I went to the front to get some assistance since I didn't see anyone working. The young lady paged someone for me. I waited for about 10 minutes and decided to leave. I drove to the closest Home Depot and got a better deal and WAY BETTER customer service. My money goes to wherever the best customer service is and I will never step foot in a Lowe's again as long as there is a Home Depot around.
ALBANY, GEORGIA -- I purchased Bali vertical blinds and didn't realize the valance was extra. I ordered the valances and got home to found out the hardware to install the valances was not included in the purchase. The salesperson failed to tell me that the hardware had to be ordered for the valances. What good is the product if you can't install it? I guess the sales persons are not trained to ask the right questions or don't know the product.
I have yet to get the hardware from them. Keep in mind when dealing with a sales persons at Lowe's that they may not know what they need to sell with the product to make it work. WARNING TO ALL. MAKE SURE THE SALESPERSON IS INFORMED TO SELL THE PRODUCT.