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.
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.
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.
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.
HEMET, CALIFORNIA -- When we purchased our new sliding door from Lowe's Home Improvement store, we paid Lowe's for the door and also paid them for the installation. We were in residence when the door was installed and assumed the contractor who installed it (Lowe's contractor) was doing it correctly. On April 24, 2010, our home was broken into when we were away through that same sliding door installed by Lowe's contractor. Upon looking at the door, we (the police officer, ourselves and our neighbor) observed that the entire locking mechanism had been pulled free off the door jamb.
We also observed (since the lock was still intact) that the screws put into the locking mechanism were 1-1/4 inch in length. We contacted Lowe's and were told that they only installed what the manufacturer sent with the door. Well we contacted the manufacturer and were sent the installation instruction sheet calling for #10-3 inch screws to be installed (via email). We then contacted Lowe's again and sent them the email sent to us by the manufacturer. They told us it was not their responsibility but the installers. I pointed out that we did not purchase the door from the installer but from Lowe's, nor did we pay the installer for the installation but paid Lowe's.
The bottom line is that Lowe's will not take any responsibility and when we did contact the insurance companies (2) for the contractor (whose name we have) one said they could not honor the claim because the door was installed after they had dropped insurance on the contractor. The other insurance company said they could not honor the claim because the break-in happened before they insured the installer. I have written numerous letters and made numerous phone calls to no avail. I even wrote directly to Robert Niblock, CEO of Lowe's twice with no reply.
I would admonish those of you out there who purchase these types of items from Lowe's to be very careful to check their work. Also if there are any of you out there who have purchased a sliding door from Lowe's Hemet, California, in the past two and a half years, you may want to take a careful look at your installation.
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.