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.
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.
BURLINGTON, VERMONT -- Ordered a pre-hung exterior entry door and installed it in November. The door was primed for a white door and the trim was also primed instead of being left white and the primer was peeling off the door. This door had thick frost on the bottom of the inside of the door during the winter and the doors are not very well insulated. Are not pleased with the quality of the door for the amount of money we paid for it. I would not recommend this door to anyone who lives in VT. Very disappointed.
BRUNSWICK, MARYLAND -- We purchased storm doors for our home from Lowe's and used one of the private contractors that does the install for them. We had no problems whatsoever. We have found Lowe's to be very customer friendly and will do what the customer wants and to the customer's satisfaction. We have made other purchases there all with complete satisfaction. We will continue to be loyal customers of Lowe's.
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.
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.
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.
AUSTELL, GEORGIA -- I bought two doors from Lowe's in late 2006. I bought a glass door for my back door and a storm door for the front door. Earlier this year around February or March I noticed that at the back door my hard wood was beginning to buckle and my door jamb was turning brown from what appeared to be water damage. In Georgia in 2007 we had a drought so it rained minimally last year. I contacted Lowe's about my door leak and initially they wanted to charge me 25.00 for them to come out to determine if the door they installed was a problem.
I told them that I had already paid them and I was not going to pay them to come out and look at a door that they installed incorrectly. I told them that I have had my house over 10 years and none on my other doors were leaking only the 1.3 year old door they installed. They sent the contractor out and he had the audacity to tell me that it was a caulking issue and he would fix the caulk so the door would not leak anymore. He told me that as a homeowner I should caulk around my house every couple of years. I told him I had never caulked anything in my life and I was not going to caulk a brand new door.
Any caulking should be done by the installer. He finished caulking and I asked him about my hard wood floors and the door frame. He said Lowe's would be in touch. They cared about their customers and would make it right. I waited a few days and no one called so I followed up with them. I spoke with one of the Managers and he sent out a representative from Lowe's. She looked at all the water damage and agreed that there was an issue with the door. She told me that the installer said the leak was fixed with the caulking and they would contact the company that installed my hard wood floors and repair my floors.
She also said the caulking the installer did was not a good job and she would send him back out to make it look better. She was in touch several times over the next few weeks and said she was waiting on information from the floor people to determine my type of hard wood. In the meantime the installer came back out and reapplied the caulking. I was still not convinced that leak was fixed and asked Lowe's to make sure that was correct before they fixed the floors. I noticed on 7/14 after a really hard rain that I had new water damage. Mind you this has been going on since March.
I went to the store where I got the doors and spoke to yet another manager. This guy tells me that Lowe's is not responsible for the leak because it has been over 1 year and that they are not sure it is the door. I am appalled the person who came out said the door was leaking and the installer told me it was caulking. He said that he would have the person who had been working with me call and setup yet another person to come out to determine if it is a door leak but I should contact my insurance company. Needless to say it is 7/21 and I have not heard from anyone at the store.
On 7/14 I called Lowe's corporate headquarters in NC and they apologized and told a general manager would call me within 24 hours. I have yet to hear from them either. The only thing you want people to do is the right thing. I paid Lowe's my money with the assumption that my door was not disposable. I will fight this to the end but really should we have to go through this as consumers.