POUGHKEEPSIE, NEW YORK -- Issues throughout the whole process from the detail, to them forgetting to add me to the schedule, to the actual mess of an installation that was done. I spent 6 weeks painting 3 bedrooms and getting them ready for the carpet installation.
On the day of the installation, the installers destroyed the painting on all of the base molding and left scuffs on walls and doors. They trashed the transition strips, and one of the carpets has a very obvious defect in the middle of the room. So very disappointed with this and upset that I wasted so much time and money working on these rooms to have them ruined in 3 hours. Now I have to deal with the Lowe's installation team service to try to have this resolved...
FREDERICK, MARYLAND -- We decided to renovate our basement this past spring and wanted to get vinyl tiles for the basement as they would be waterproof in case of any water issues from the water heater in the basement. We also needed carpet for the basement stairs and a matching area rug for the area with tiles (same carpet as the stairs). We had previously purchased carpeting for our basement from Lowe's, so we thought of Lowe's now that it was time to replace the flooring.
We had a deadline for our basement to be back in working order by Friday, July 22nd when we were having family visit. On June 16, 2017 I signed a contract to purchase both Stainmaster Carpeting and SMARTCORE Springer Oak Vinyl Tiles. The basement was already measured and I had to pay the entire amount upfront ($4000) to get the process going. I will never do that again. Don't pay the entire amount for anything before it is delivered and installed. If they won't do it with only a deposit - run - as they are now in charge!
First the tiles arrived damaged and we had to pick new tiles as they were now discontinued. Lowe's did let us pick a more expensive tile for the same price. Then they will tell you not to arrange installation before you get the flooring - don't listen to them. Arrange installation for when you know the flooring will be delivered. I waited and called SERVICE PROS INSTALLATION GROUP for my installation date when the product arrived at my home - too late. All they had was the Monday, July 17th before my company was arriving on Friday. I didn't like it but had no choice (I had to put the whole basement back together).
Then SERVICE PROS called on July 11th and cancelled my appointment and said they could only install on the day all my company was arriving Friday, July 22nd. I was so upset but they said they did not have enough installers. Tough luck for me! This meant my family would be there during the installation, everything from the basement was all over my house so the floor could be installed. It was a mess. My husband was furious and went to Lowe's and through a miracle Lowe's management got SERVICE PROS to install on Wednesday, July 12. Somehow they had a "cancellation".
Installation took 2 days to get the stairs carpeted and the vinyl floor installed but my area rug was missing. They had this carpet for the area rug for a month. It was delivered as my company was eating lunch with parts of the area rug bound with duct tape on the bottom. (And they showed up hours after they promised to arrive when I had left my office to meet them). It was very difficult to reach SERVICE PROS who motto is "Where we are always improving". If this is how much they have improved, they have a very long way to go to have customer satisfaction.
I don't know if they don't have enough installers or even staff to answer their phones but it has been a very difficult process and one that I would never repeat again. As I said, the only pleasant aspect was our flooring specialist who worked in the store and I felt very bad for her as she had to deal with all our disappointment at having our flooring arrive damaged and our installation dates changed without regard for our schedule. Lowe's has contracted out their flooring installation. They don't do it.
Learn from my stressful experience and find a local store that has staff to do your installation. Lowe's doesn't care once they sell the flooring to you. And you have no recourse, as they get the money upfront. Our basement floor does look nice now (but don't turn the area rug over) but it was not worth the stress of having a military discount at Lowe's. Since the end of July we have been discussing this poor performance by their installers but have had no satisfaction or a heartfelt apology. So my advice don't "Trust Lowe's For Your Installation Project" (the brochure they gave us).
EAST NAPLES, FLORIDA -- I paid Lowe's to measure my house for a tile purchase and install. The subcontractor who measured, did a great job. He arrived as scheduled and did the job promptly. He told me I would hear from Lowe's in 48-72 hours. One week later, having heard nothing, I went to Lowe's. When I inquired at the flooring Dept. I was told by the man in charge that he had been out for the previous week, so the job did not get done, but he would do it and it would be ready the next day. I returned to the store the next day and the job was still not done. I went to the service manager, Javier, who figured the job for me. I then purchased the job ($8000).
A couple of weeks later, I got a call from the installers. They wanted to know if I purchased the "clip" installation as this was necessary with my particular tile (6' X 36") to insure no toe catchers. I called Lowe's and was told this was not necessary.
The installers however said it was necessary. I returned to the store and Javier assured me that the clips were not necessary. Not wanting this big job (1000 sq ft) to go bad I asked how much it would cost to add the clips. I was told it would be $1500. I negotiated that down to $1000 and paid for it. The delivery company called to tell me my two and a half pallets would be delivered on Friday between 11:00 and 3:00.
After waiting until 4:30, I called Lowe's to find out what happened and being disconnected 4 times was told the tile was not scheduled to be delivered. I called the trucking and after 20 minutes was told that Lowe's should have called me to tell me that the order did not get put on the truck. I was assured, by the trucking company manager. The order would be delivered on Saturday.
On Saturday morning after having thought about this whole process and the fact that nothing on this job, from the estimate to the delivery, had been done well or on time, why would I expect that the results of the rest of the job would be completed to my satisfaction. I went to Lowe's and canceled the job. Moral of the story: If you need a $2.00 screwdriver go to Lowe's. but if you need anything more expensive or needs any input from anyone employed at Lowe's GO ELSEWHERE
CHARLESTON, SOUTH CAROLINA -- We were so excited to get our Pergo installed and it has been the worst experience. The install company came out and tested our house. She went on and on about how our moisture levels were some of the best she has ever seen in our area. We ordered thousands of dollars worth of product and it has been a mess ever since. We picked up ourselves to save money since we live 4 miles from the location. We were there for 4 1/2 hours and they didn't even have all of our product. Fortunately the manager took 30% off because it was such a disaster.
It took another week for the rest of the product which delayed the install for another three weeks due to scheduling conflicts. We ripped up all our carpet and one large room of laminate. I just wanted to get rid of the carpet and I wasn't a fan of the laminate the previous owner put down, but there were NO issues with any of it. On the day of our install they refuse to install the Pergo based on our moisture levels in our house. For two days Lowe's has been giving me the runaround!!
I picked our vinyl planks based on the installer's recommendation. He also informed me that it would be easier to install. Now Lowe's wants to charge 3.5 times for install!! I had two other professionals come to our house today - and both agreed that there is nothing wrong with the moisture levels and we are fine to have laminate!! I have had to reach out to Lowe's 5+ times to try to get this resolved!! They clearly do not care about their customers. The install company has awful reviews online. They are just trying to get over on us and I will be taking business somewhere else. I better hear from Lowe's before COB today or they have lost my business for good.
SPRINGFIELD, OHIO -- We bought a house in November of 2015. We shopped around for vinyl flooring. We decided on Lowe's for the flooring. The installers did what, I thought at the time, was a good job. They have you sign a certificate of completion at that time. The flooring started bubbling up in about 20 months.
They informed me that the installation was only guaranteed for 12 months and I signed a certificate of completion. That there wasn't anything they could do. I contacted another installer, they advised that the glue they used wasn't applied correctly, causing the flooring to bubble up in spots. I recontacted Lowe's and they again informed me the installation was only guaranteed for a year. There's nothing they are going to do about it! Now it's going to cost me about another 2,000.00 to have another flooring laid. What a Joke!!!
HACKETTSTOWN, NEW JERSEY -- Paid Lowe's in Hackettstown, NJ to measure the area and provide estimates for Pergo floor installation. The estimate had an additional charge of $3,500 that was explained as $1,100 charge for 44 bags of cement plus $2,500 for levelling charges.
The problem - a) the floor is totally leveled (that was confirmed by National Floors Direct, who did an excellent job and gave lifetime warranty); b) 44 bags of cement could level a stadium and c) even if we consider that leveling is necessary, which it was not, self-leveling cement should not require $2,500 charge to put it down. I asked Lowe's to explain these charges - they can't. This is a total rip-off and I feel being taken for a fool. Please do not give these thieves any business. They are dishonest and incompetent.
VENTURA, CALIFORNIA -- We spent over $8000 having Lowe's install Stainmaster waterproof faux wood plank vinyl flooring with a lifetime warranty in our duplex. Thinking we would never have to deal with the floor again in our rental. The floor was not leveled correctly prior to installation. So, the planks are all separating every which way. The installers sub contracted by Lowe's also hit the ends so hard with the mallet that the floor is buckling everywhere.
Here's the kicker... it's been over a year!!! So we are screwed according to Richard in the Installation Dept. He actually told me that I had to pay $50 to have someone take a look. WTF? I am SO beyond pissed off. I will spend my days in the flooring dept. warning others. I will stand outside with a sign. They will not get away with hiring shoddy installers with a 1 year warranty! They need to go after the installer on this to make it right. Why should I even be dealing with this? Oh yeah... it's been over a year!!!
INDIANAPOLIS, INDIANA -- I paid to have Lowe's give me a quote for laminate flooring installation. I needed 1500 square feet for several rooms to be installed after a kitchen remodel. There is one wall coming down in the remodel. The counters were staying in the same footprint with the exception of one being added to the end.
I was given the 4 hour window of 8-12. Guy showed up at 12:02. He told me he couldn't even give me a quote until wall was down and new cabinets were installed. Who waits until you're in the middle of a project to get a quote to finish it?!? Luckily I already had one quote, and have another scheduled.
ALBUQUERQUE, NEW MEXICO -- I purchased carpeting for my bedrooms and office and had it installed by Lowe's located in Albuquerque, New Mexico (Paseo Location). I am very very picky but in this case, Lowe's far exceeded my expectations. The carpeting is gorgeous and the installer is by far the best I have ever worked with. I am sixty six and have had carpeting replaced numerous times in houses over the years. So believe me when I say, “The carpeting and installation was flawless!” Thank you so much.
A word to the wise: Buy the “upgraded padding!” It is worth it. Walking on your new carpeting is like walking on air. Why I didn't do these years previous, I'll never know. Oh, well. Better late than never! P.S. Read the previous review of installer marring the baseboards. Happened to me; however, if you have the carpeting installed shortly after painting, this will happen. Live and learn!
EDWARDSVILLE, ARIZONA -- I went to Lowe's to have flooring installed. Paid to have measurements taken. The guy came to the house, was very nice. Took all the measurements with a laser reader. Told me measurements would be to Lowe's on Monday (this was Friday). By following Thursday, Lowe's still didn't have the measurements and they kept forgetting to follow through with the company. Basically, they just told me that they would get back to me. They just keep giving me the run around. Well, I had everything picked out and was prepared to pay 3 grand for the installation. Definitely won't be purchasing it from Lowe's.