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...
LAKEWOOD, WASHINGTON -- Lowes of Lakewood, WA hired Emerald Installation of Bremerton, Wa to install 800 sq' of flooring in our home. These installers NEVER FINISHED THE JOB!!! These installers also used a knife to open the plastic on the top of the new PERGO flooring boxes. The installers slashed the top boards on 36 boxes. Then they installed the sliced boards without even looking at them. The installers wore dirty filthy knee pads that had some glue or grease on them. This was ground into our new flooring and does not come out with approved Pergo cleaners. This "voided" our manufacturer's warranty.
My wife asked them nicely if they could "close the door" behind them while travelling from their flooring saws back and forth to the inside job. They pointed a finger in her face and said, "NO," then walked off. She asked this to keep out the flies and mosquitoes. Our home filled with flies and mosquitoes. They damage our front porch by not putting surface protection under their saws and did not use personal SAFETY equipment i.e. safety glasses, gloves or even dust masks. The crew spoke "Russian" language while working and this made us uncomfortable.
The transition molding pieces under our bedroom doors were never finished and ruined our carpet in the bedrooms they installed it wrong. So the ENTIRE floor needs replacing or our money back. That was at the two week mark. Finally after waiting a month with our furniture under tarps on the porch and multiple delays to get painters in and molding installers, we'd had enough to make my wife cry. They offered of "some" boards getting sawed out and replaced, which Pergo Tech. support still wouldn't give us a warranty etc.
We were sitting in lawn chairs on a blanket waiting for a resolution that never came. Still waiting for "worthless corporate" to give us our $3,587 dollars back. This Veteran and Senior family are victims of contractor fraud. Thank god, I got pictures!!
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).
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.
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.
KETTERING, OHIO -- Lowe's store 0207. Install date. 17 Feb. 2017. Lowe's installer, Ultimate Home Flooring, installed floor tile over condensation drain. We have a Lowe's installed Geospring hybrid heat pump water heater. Like an AC, excess water is expelled through a hose. The installer apparently wasn't familiar with this type of water heater, and put flooring over the part of the drain needed for the condensate. Water bounced off the floor, under the baseboard, and eventually through the main part of the galley kitchen. Water came out between planks. Four-month-old floor had to be ripped out, baseboards and lower drywall moldy and ripped out.
Because of the location, I wasn't aware of the problem for months. Reported day I discovered it. I'm not handy at all, but if I was installing a floor, and saw a hose suspended a few inches over a drain, I would not install flooring under the hose. Only realized what was happening 14 June 2017, reported that day. We babysit a 4-month old grandson, reported mold to Lowe's. No one came down. Lowe's hasn't responded quickly. Expected someone down that day. Restoration company ripped everything out.
CORONA, CALIFORNIA -- Lowe's offered us a great discount on top-of-the-line laminate flooring and installation. The flooring installer sub-contractor arrived at our home and found linoleum under the carpet. He stated "We do not install flooring over linoleum, you can have the linoleum removed" (at a hefty cost) and promptly left. No ifs, ands, or buts. It turns out, the Lowe's contract, in fine print, states that the flooring cannot be installed over linoleum.
I contacted a number of flooring contractors and they stated that there's no problem with installing flooring over the linoleum as long as it's not damaged. I had to pay a lot more $$ for an outside contractor. The moral of the story is, find out what kind of flooring you have before you start your purchase. Ask questions about the sellers contract provisions. We still got a good deal on flooring but it went above budget.