Lowe's Installation Services

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Lowe's Carpet Installation and Service
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JACKSONVILLE, FLORIDA -- About a month ago we decided to go with Lowe's to buy and install new carpet for our bedrooms since they advertise a 72 hour turn around. Well, don't be mistaken, the 72 hours only kicks in AFTER they come out to measure your rooms and turn all their paperwork in, and then you get back in to the store to actually 'order' the carpet that is already in stock. Anyhow, everything was going as planned with that small bump in the road. We chose an in stock carpet since we wanted it installed ASAP. I specifically asked the girl who was handling our order if there was enough to do our 3 rooms and she looked at me like I was crazy and said, "yes, it's an in stock carpet." So, I felt a bit dumb for asking that silly question. We requested to have the furniture moved (before and after), old carpet haul away, and clean up afterward (all for an additional fee, of course). We paid and left with the promise we'd be getting a phone call the next morning to set up an installation time. According to our calendar, we would have new carpet before that Saturday, so that made us happy.

The next day, a Wednesday, I finally got a call mid-afternoon. The installer informed me that the ONLY time he had to do this job was the next day at 7am. We agreed to this time, and I began moving the small things out into our living room. The next morning at 7:05am I received a phone call from the installation manager informing me of a "minor" issue regarding my installation ... there wasn't enough carpet for all 3 rooms, only 2 of them. Remember my silly question about "is the carpet in stock"? Yea, I reminded him of that. He said that he could still send the installer out to do those two rooms then come back later with the rest to finish the job OR I could reschedule (for after the 72 hour promised time). I told him to go with option A and I would just deal with it. He said OK and that they would be right out. About an hour passes when the manager called me back to say that apparently the installed decided to go ahead with job B first and then will get to job A (my job) when he's done. I told him I was truly unhappy with the service yet so far - and he agreed that he wouldn't be happy either. When I asked when that would be I got the run in circles talk. By this time I'll admit, I was pissed. I told him I wanted a TIME that he would be AT my house ready to do what I've paid them to do ... he said 11am.

At 10:45am a Lowe's truck pulled into my driveway. Wonderful. Just like he said. To my surprise, it was just a delivery man that was told to bring and drop off a roll of carpet. When I started asking questions (such as where will we put it - keeping in mind most of the stuff from the bedrooms was now in my living room blocking many walk ways), the delivery man called the manager. He explained that I was "not happy" and then handed the phone to me. The manager asked me what it was that I wasn't happy about ... nice. I reviewed the morning with him (even though he already knew) and asked him what exactly I had to be happy over. He told me that I needed to calm down because the installers still had a few minutes to show up, as promised. Like that was my only concern at that time. He said he'd even be so kind as to call them and find out how far away they are from my house and then let me know. He called me back a few minutes later and said that it was taking them a bit longer than expected at job B, so it wouldn't be until later that afternoon before they could be there. Then he added they still had to stop back by his store to pick up my order (minus the carpet roll that was now blocking access to my front door). Allow me to point out that he KNEW this before he hung up with me the first time, but tried to assure me they'd be at my house in 5 minutes - without my materials.

Fully beyond disgust at this point I just sat, watched TV, counted my day as totally wasted, and tried to calm down. The installers finally showed at about 2:30pm. During the initial greetings and showing what rooms, etc I was informed that I was going to have to move certain furniture items if they were over xx weight, all they move are light dressers and beds. I didn't even say a word, I guess the look on my face said it all ... they moved my furniture out of the bedrooms.

Now, I understand a certain amount of disruption to the norm when a big job is being done, but when you open someone's windows in the middle of a Florida summer with the A/C running full blast LET THEM KNOW! Instead of using the vacuum they brought with them to suck up the dirt that carpet leaves behind, they decided to sweep it all around sending that fine dust plume all over (so I had to literally wash my walls when they left). After they were done with the installation, they were so hurried with trying to 'finish the job' that they almost took out my TV with my dresser. I made a comment about how they must be in a hurry and one of them said yes that they were normally home well before now - like it was my fault they were running behind.

Since my son's room was done first, I was helping him put his stuff back in order while the two men were supposed to be cleaning up and moving the rest of my furniture back. That was yet another mistake I made (leaving them to do what they were supposed to do without me telling them to do it). They stepped into the hall way to have me sign that they were done, I did, and they left. When I went back into my living room there was still 4 pieces of furniture and all of the scrap carpet (new not the old stuff). There was the rolled up plastic wrap trash left in my bedroom AND the trash bag they put the dirt from the old carpet in along with more delivery plastic was at my front door (outside). The plastic was hanging on my plant hanger!!

The amazing part is this. A totally different manager called me to check on the satisfaction of the service since I "wasn't having a very good day." When I told him about what all took place he had the nerve to tell me that "maybe in a utopian world things would have gone like I wanted them, but this isn't a perfect world." I explained to him that I didn't expect Utopia, I only expected what I paid for and what they put in writing as a promise to me. I read him the riot act, told him it'd be a cold day in hell before I stepped foot back in their store .. not because things were a little messed up, or because the installers left a mess, or because they took our money for services they didn't provide .. no, it was because they treated me, and talked down to me, as a little housewife that really doesn't know any better BUT to be screwed around by working men who will tell HER what is going to be done, and how, and she'll just have to deal with it. I told him that the "I understand" and "I'd be mad too" comments did not smooth it over and make me feel better, and what really angered me is they (all the people I dealt with that day) never once asked how they could make it better. Instead all I ever heard was how they messed up, so what, and how the end result was reached so it was really no big deal.

So, all in all, Lowe's customer service really bit the big one this time with us .. we won't ever use them for anything again - period! I just wanted to get that out since I haven't heard from the General Manager, as promised I would.
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trp2hevn on 2009-10-14:
I'd be pretty mad too. Did they ever get the 3rd room done?
"We requested to have the furniture moved (before and after), old carpet haul away, and clean up afterward (all for an additional fee, of course)." Maybe you could at least get a partial refund on that fee since they left such a mess, even though you signed their form that they were done.
Lovin it on 2010-02-19:
Poor service indeed. Unfortunately this is the downside to having contracted labor done by the big box stores. All the installers are sub contracted and because they don't directly work for Lowe's, customer service suffers. Totally unacceptable to leave your house a mess and not put your furniture back. I would seek a refund for those services since they weren't performed properly.
Lifemates on 2010-10-24:
sometimes the big professional names end up being not so professional.
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Lowes And The Safety Gates
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In July of 2008 we purchased vinyl fencing and gates to surround and protect our in ground swimming pool. The gates failed within a few months (Broke apart) and the installer returned and glued them back together. (See the video on Youtube.com of the gates breaking) Shortly thereafter the gates broke apart again. We contacted the local Lowes (Latham, New York) in the spring of 2009 and they said the installer would return to repair the gates. After repeated telephone calls and trips to the Lowes store the installer was schedule to repair the gates on July 9, 2009. He was a no show. At the end of July of 2009 my wife was again in the local Lowes and was approached by an installation person. "Are the repairs done" she asked. "No" replied my wife " the installer did not show." My wife than informed her that it did not matter now as it was too late to open the pool for this year and to just get the installer there when they could. The installer showed up in late September of 2009 to make the gate repairs. The backyard and swimming pool remained closed for the entire season of 2009 because of the broken gates.

The gates failed again shortly after the repair and in the spring of 2010 we again approached Lowes requesting they fixed the faulty safety gates. They acted surprised that the gates were again broken. I informed them that I had checked the Internet and others were having the same problems with the vinyl gates. They assured me that the problem would be taken care of immediately! A little upset I contacted the local building department and requested they look at the installation and the product they were selling to protect an in ground swimming pool. The building inspector examined the product and installation and informed me to keep the backyard and pool covered and closed as the gates and fencing were: 1) Of questionable quality to be used as safety gates; 2) gates opened in the wrong direction; 3) the gates were not self-closing; 4) latches did not meet code; 5) and the fence was installed too high from the ground, all in direct violation of New York State Building Code and illegal!

Armed with this new information I confronted Lowes installation staff when they again came to my home. The following question and answer transpired between LOWES employee G####, The Installation Supervisor, and John Thornton:

MR. THORNTON: “I’m going to ask you a question – how would you like having your kids living on this street with fu##### gates like this with an in ground pool? You would be scared sh##less wouldn’t you.”

GLENN: “Yep”

MR. THORNTON: “I’ve been living like this for almost two years…”
(Transcribed from tape recording of this conversation)

They agreed to have the installer remove the defective product and reinstall the product correctly to meet building codes. This was finally accomplished in late May of 2010.

I than requested that Lowes reimburse us for the loss of our backyard and swimming pool for the year of 2009. Lowes informed me that my wife told them in 2009 that she was not going to open the pool anyway (they had two witnesses to this statement) and I suffered no loss. They offered $500 dollars because I was a good customer after dictating to me the fine points of "contract law." Note: They also informed me that I could not use the audiotapes of their admission of liability and shabby workmanship because they "did not give me permission to tape them." The tape recordings contain admissions that the product used was questionable, installed improperly, and in violation of State law. They also include the installer stating the gates were junk and breaking at most installations he had done and he was tired of fixing them. I can understand why they would not like to have anyone hear the tapes! As an aside, my wife had paid a local pool company a $50.00 deposit to open the pool and clean the decking in May of 2009, a deposit we lost because the pool could not be opened.

I refused the $500.00 and left the local Lowe’s as I do not intend to allow a company to hide behind "contract law" after the "circus" that occurred at my home.

I intend to seek legal relief and expose the “Lowes Shuffle” for what it really is to would be customers.
Resolution Update 08/20/2010:
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BEJ on 2010-06-03:
Perhaps I do not understand but how can you be compensated for the loss of use of your backyard and swimming pool?
yoke on 2010-06-03:
When you had the fence installed did you need to get a permit (I know here you do). The town building inspector should have come out to approve it when it was first installed if there were permits.
Ytropious on 2010-06-03:
Sorry I can't edit anymore. I want to add that you asked for compensation, then when they offered you 500 dollars you turned your nose up at it? Why bother asking for compensation then!
Anonymous on 2010-06-03:
Ytrop, You do realize that New York is a one party notification state therefore the OP doesn't need permission to tape any conversation the OP is a party to therefore it is admissible as evidence.

I say take your tapes to an attorney and exact your pound of Lowes flesh. You'll be glad you did.
Anonymous on 2010-06-03:
J4A, On what grounds would a NEW YORK court rule the recording inadmissible?
Anonymous on 2010-06-03:
Stew has awoken from his slumber! (trumpets blaring)

Actually, I agree with you on that one Stew. Almost as soon as I hit the send button. I got to thinking about my cousin/in-law who was detained in the rear seat of a police car. He was drunk off his a** and everything he said was replayed in court and used against him. He didn't know he was being recorded, and the officers never told him that all cop cars are set up this way, but yet it was admissible. Not sure on state to state laws and statutes, so if Stew quotes it, I'll go with it!

P.S.-Our state REQUIRES you call an 800 # before you dig ANYTHING whatsoever. I doubt the OP did that.
Anonymous on 2010-06-03:
J4A, I'm not sure what you're talking about but whoever is actually doing the digging is responsible to contact whoever about underground lines and whatnot. I gather from the review the OP wasn't the one doing the digging.
Anonymous on 2010-06-03:
I always prefer wood over vinyl.
momsey on 2010-06-03:
I'm not sure what kind of legal relief you're expecting. You lost out on $50, sure. But Lowe's offered you $500 and you rejected it. Why did you reject it?

Your situation sounds beyond frustrating and if I were you, I would probably never shop there again. However, you're looking for compensation and I'm not sure what you want! You didn't want $500, so what more do you want?
Anonymous on 2010-06-03:
Not necessarily the one doing the digging, but the person requesting it, or footing the bill.
johnthornton on 2010-06-04:
I would like to thank all of those who took the time to comment about my complaint. This comment is to clarify my position in the matter. The gate/fence problem went on for almost two years with Lowes sending the installer out with a tube of glue and a product called "Create A Gate" to make the repairs. Obviously not the best solution to protect an in ground pool. Also the tape recordings are admissible in any court proceedings in New York. On one tape I questioned the installer concerning his knowledge of the building codes pertaining to pools, his answer "NO!" Lowes hired an installer to install their product and never verified that company had any knowledge of the correct build code regulations which lead to the installation of safety fencing and gates that violated building codes. Also, no permit is required to install/replace fencing even around a swimming pool. New York only requests that a safety inspection be performed when the project is completed. Of course this was not done because the installer did not know the codes/regulations. As far as the value of the loss of the backyard/swimming pool for a year we turn to the New York State Civil Code. Where there is negligence involved all amounts of awards are three times the awarded amount. (Example $500 damages = $1,500) Lastly, the bottom line on the complaint and legal action that will follow is unless a consumer takes a stand and holds these companies responsible for what they are doing nothing is going to change. The installer admitted to me (also on tape) that he has been replacing and repairing these gates in most installations he has done for two years. If Lowe's continues to market a product with a history of failures the only way to stop them is to bring actions like this and alert others that the product is probably not what they should be purchasing. And that is exactly what I intend to do. Thank you again.
Ytropious on 2010-06-05:
OK, but that still doesn't answer why you turned your nose up at 500 dollars. I understand trebble damages. How does one quantify in money the "loss" of a backyard swimming pool? My neighbors took their fence down for 2 days while doing repairs, all the while exposing their pool, and they have an elementary school in direct sight! Point being, most people would have taken the "risk" of opening the pool. Having a broken side gate is one thing (it sounds like it still closed, concealing the pool) and the rest of the fence was fine. There is little to no risk in having an open pool under those circumstances. So you turned your nose up at 500 dollars because you think you deserve more? What if you divide 500 by 3, and that is indeed all your "loss" is? I just don't get it. I would have taken the 500 instead of demanding more for a "loss" that I feel really doesn't exist.
johnthornton on 2010-06-06:
In response as to why the pool remained covered and closed. The entrance to the pool in located on a dead end used frequently by young children to play many times without proper adult supervision. Over the last twenty years it has not been uncommon to find a young child trying to push open the gate to get to the pool they know is there. Our first scare came in the summer of 2008 when a four year old pushed the gate open and was found standing on the deck of the pool. This is what led to the closing of the pool and yard until the problem was resolved.
As far as the amount of damages this is not the main reason for the complaint. My complaint and further action are to put pressure on Lowes to verify the contractors they hire are qualified and know the building and safety codes for products they are installing. The installer admitted to me he had no clue as the the building and safety codes when he installed the fence and gates. The building department made clear the pool could not be opened until the problem was fixed and brought up to code when they viewed the problem in March of 2010. In fact, he commented that it was a good thing we kept the area closed in 2009 and we made the right decision based on the hazard created by Lowes.
It's time to put the pressure on these companies that send in unqualified installation people. As a side note, the installer commented to me that he was not worried as he had a three million dollar insurance policy. I wonder how deep you must pile money to replace the life of a young child.
Sheriffs Uncle on 2010-06-06:
Maybe the Op didn't agree that $500 was enough. Therefore, accepting it would have not been appropriate. Just guessing since he hasn't answered yet on that subject.
PepperElf on 2010-06-06:
Yes, keeping it locked is a good idea.

If I remember, in NY, having something like a pool is considered a "temptation" - meaning that if a child decides to go into your yard to use the item and gets hurt, you are liable for it. However if you fence it off and secure the entrance then you are somewhat less liable.

so yeah, having a working locked door is important to protecting your behind.

though part of me does wonder... if any of those kids who keep pushing at your gate could have helped break it?

It's too bad you can't block that off completely and have the entrance coming from the house instead or something like that.
johnthornton on 2010-06-06:
In response to the $500 dollar offer, it was not the amount of the money that caused the refusal. This problem went on for almost two years. The worst part was when the installer admitted he knew nothing about the building and safety codes which opened us up to a major legal problems should anything have happened. For Lowes to now take a stance that nothing happened so lets forget about it is ridiculous as they put our family through an ordeal that should have never occurred. After the repairs were made in late May of this year I (the home owner) had to contact the building department for the recommended safety inspection. Lowe's still did not feel it was important after all that happened. An as far as New York State law is concerned, if something did happen the owner of the property would be responsible. Of course, you could than sue Lowes if you had any money left.
Ytropious on 2010-06-07:
"I wonder how deep you must pile money to replace the life of a young child."

Excuse me, but it was not my pool that I commented on, it was my neighbor, who still by the way has his fence down and exposed to the side street where the elementary school is. I have a right mind to call the cops on him but well, he's a cop!
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Installation Horror
Posted by on
MERIDEN, CONNECTICUT -- Went to the showroom in Wallingford Ct that Lowe's uses for one of its granite dealers. I can't mention names (so this site says) but it wouldn't be too hard to find out which they use. We picked out the Venetian Gold, just beautiful, nice and smooth.

This granite company sent out a great guy to take all his measurements needed for the kitchen countertops, I was very impressed to say the least. One week later Huey & Duey showed up to install them.

Within 7 minutes of arrival, they decided the old countertops must have been glued on (not), took their crowbar and popped off the fronts, still leaving the backs in place..They took the front of the tops and with one quick jerking motion off they came, as well as the sheetrock, leaving behind a medium size hole in the wall.

I was hoping the 4 inch backsplash would take care of hiding this mess after it was fixed (by them).. Well, my husband asked them if they planned on fixing what they had done, the kid asked if "we" had any compound, hello... they do this work all day long, don't carry this product with them?

The answer I got was " we aren't responsible for damage".. OMG, I couldn't believe my ears! Well next thing I know the kid is trying to cover this hole, never replacing the sheetrock or anything, just trying to stuff this hole with compound,,,I asked him to go get me the old backsplash in hopes of finding something left that could maybe fill in the hole. He came back with a piece of the sheetrock paper backing,,I told him what had to be done in order to fix it and I would take care of it,,well no, they had x amount of time to get the job done and waiting for me to do it the right way was not conducive to them.

Next thing I know this kid takes the paper and sticks it on the hole and covers it with compound, then proceeds to caulk the 4 inch backsplash, and push it in place, however, it sunk in,,like I knew it would.

Wait it gets even better folks, now they decide they are going to finish cutting the sink inset in the house and not to worry they use a special vac so the dust will not fly all over.
I have to tell you, the dust was flying as soon as they turned the vac on from previous jobs they had done that morning, I swear they didn't have a filter in it. Sparks are flying like crazy as well.

They dusted down the countertops, then threw on this sealer, told us it would have a haze within an hour, then we were to wash it down with soap and water, if the haze didn't come off, use steel wool!

So after cleaning everything up from cabinets, wood floors, washing all the curtains, we noticed, no haze appearing at all, so we washed them down anyhow. While doing so, the sponges and papers towels are snagging on these tops. I could stick my finger nail in some areas.

I went to the phone and called Lowes, expressing my concerns on what had happened and what I was seeing. She said she would call the company and the next day I heard from them. She told me as I stated they are not responsible for any damage done.

Isn't that wonderful that you pay so much money for these countertops and installation and these people can just come in, leave holes and walk off into the sunset? I thought they were the pros, that's why we paid so much for this service. The next day Lowes called and said they wanted to send someone out to fix the problem,,sure, what am I stupid, more holes in the walls as they try to pull off the backsplash, it should have been fixed right when it happened.

People stay with your Mom & Pop business people. The large outfits couldn't care less about who they send to do the work. We learned an expensive lesson and it will never be repeated.

As they say, "you get what you pay for".
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clutzycook on 2011-03-19:
While I can appreciate the frustration you must have felt dealing with installers who appeared to have no clue what they are doing, referring to them as "Huey and Duey" and "kids" does nothing to enhance this review. Age has nothing to do with it. I've known 60 year olds who had less common sense than most 16 year olds.
RachW on 2011-03-22:
My comments were not stated to "enhance" anything. Plain and simple, these two cartoon characters did not know what they were doing and I may add that a rep from Lowes did show up in the midst of all this with clipboard in hand to rate the performance.
You were not here to pick up the pieces, move on..
momsey on 2011-03-22:
Good review.
trmn8r on 2011-03-22:
What happened is pretty typical for this level of service (Lowes). But they aren't cartoon characters, they are people. They don't specialize in sheetrock repair, and sink holes done by professionals are cut on site.

You didn't buy a renovation, you bought an install. So damage like the sheetrock technically isn't covered. There are ways to mitigate the damage caused during removal, and a professional probably would have done better.

The bottom line is that your conclusion is correct - you will most often get a better job by not using a big box store's contractors. But you will pay more.
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Bad Installation on Vinyl Flooring
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BOSSIER CITY, LOUISIANA -- August 15, 2005

On March 29, 2005, I purchased 57 1/3 yards, (kitchen, dining room, laundry room, a walk-in closet, a small hallway and two bathroom areas) of Congoleum Vinyl flooring for my house from Lowe's Store in Bossier City, Louisiana. Which I paid $2817.73 and signed a contract for the work done. I was told that there would be a $30.00 charge, also, for them coming out and look at my home to see how much area, type of house, any pre-job things that will have to be done BEFORE they would be able to install the new flooring. They came out and looked and measured (this was the first installer). I asked about the pre-existing floors (2 vinyl layers in the kitchen area, sub flooring in the other areas, no vinyl), and if they would have to be removed. This installer told me 'NO', that they could lay the new floor over this old floor with no problem. That there was no need to remove it.

A month's time goes by before Lowe's could get their installer to come out to do the work. No phone calls were made to me, no one from Lowe's to let me know what was going on. So, I called them. They told me that the installer that was supposed to do the job had quit and they had to get another installer.

Two weeks goes by. I had to call Lowe's again. They would not call me. Each time I called, I had to explain everything over again that was going on to the new person I was talking to. There was no communication there. I got a different person in charge each time I called there. Finally, they told me another installer would be coming out to my house to do the job that following week.

Another week goes by, When the installer finally called and showed up (the second installer), he told me that the floor was not prepared for new vinyl to be installed and would not be able to do the work correctly. He told that other things had to be done to the floor before Lowe's would be able guarantee the floor. Which the previous installer didn't tell me, like the 2 vinyl floors in the kitchen area, needed to be removed first. So, I called Lowe's and told them what this installer had told me. Lowe's said they would talk with the installer and get back with me. They never called me back! I had to call them and explain my problem all over again to another person. It seems the previous person was always not available or quit.

Another week goes by. I had to call them back again and try to find out when my floor was going to be installed. They told me they would have to get another installer out to do another detail on my house again to find out what the first installer had missed. So, after another week goes by another (installer number three) comes out to do another detail. This installer told me that the 2 existing vinyl floors in the kitchen would be again, NO PROBLEM and the new floor could be installed over them only, he would have to install a thin sheet of plywood first before new vinyl could be installed. It seemed odd to me but I agreed to it thinking the installer knew what he was talking about. After another week goes by, I called Lowe’s again to try to find out what was going on with my install. The time I had to speak with a new manager and explain the whole problem to him. I was getting tired of this over and over thing. He said he would talk to this installer and find out and call me back, which he didn't. I had to call Lowe’s again and the new manager said that the first installer who measured the area to be installed had come up with a larger measurements than the previous detailers measurements. Also, that there would be another $250 added to previous amount. Which I agreed to pay. Bring the total to $3067.73.
This installer (the first installer), told me he would come and install it that following Monday, 6/20/05. He never showed up. I called and nobody at Lowe’s knew where he was. Lowe’s said they would find out what going on and call me. Lowe’s never called me back. I had to call Lowe’s. Lowe’s said the installer had a problem getting the vinyl which had been order three months earlier. Lowe’s said that the installer would be out to do the install the next day, Wednesday.
Wednesday afternoon they showed up. Two men, pull toilets, removed doors, moved furniture and then left, saying they would be back. They never came back. The next day I call Lowe’s. They didn't know what happen and would have to find out. Lowe’s did call this time. Lowe’s said they would be out that next day. It took two days, Thursday and Friday, for only one man (no crew) to install my floor, and it was a bad job. The floor was uneven, humps and bumps from the previous floors, it dropped in areas from the kitchen area (which now has 3 vinyl layers and a thin plywood sheet) to the dining and laundry room area which only had one vinyl floor and the thin plywood layer. The floor areas are very uneven. There were miss cuts, bad seams where glue showed through. Areas where the vinyl didn't stick to the thin plywood with bubbles forming making the vinyl pop up. The doorways were cut short. I had ask the installer to please let the vinyl fall through the doorways to ALLOW FOR CUT, so that when the new carpet was installed adjustments could be made. The installer refused my request and cut all the doorways too short. Now I have to deal with his short cut in joining the carpet to the vinyl floor. Also, there was supposed to quarter round molding around the edges at the base of the wall. Only, where the installer had made his cut too short, he replaced it with larger quarter round molding to hide his mistakes.
The day after the install, I called Lowe’s and complained about the install. Lowe’s said they (sales manager and installer) could come out and inspect the work done. It took two weeks for them to come out to my house. When they did show up, the installer made excuses for his work. But the manager said that Lowe’s would make it right. I never heard from them that week I had to call Lowe’s back and find out what was going on and what was going to be done about this bad install. Lowe’s said they would have to get back with me on it.
Two more weeks went by. Lowe’s got a new floor manager by the name of 'Jim Phillips'. I spoke with him on the phone, explain the problem and he said he would have to come out and look at it. He came out along with another store manager and look at the installed work. They said they Lowe’s could fix the problem by calling that same installer back out and having him try and fix all his mistakes, only Lowe’s was not going to pull up the flooring and replace it or re-install it. Lowe’s is only planning on trying to fix a problem that will never look right. Jim Phillips said that he would try and give me a break on three rooms of carpet that I had planned on having Lowe’s install to compensate for the bad install and inconvenience.
I called Lowe's again after not hearing from them for about a week and asked to speak with Jim Phillips. After customer service put me on hold, Jim Phillips finally answered the line, I asked him what was the plan and he said he could not replace or repair the install of the flooring and that it was installed correctly and that because of the age of my house, that it was a structural problem and it was out of his hands and there was nothing Lowes could do about it and that he could not talk to me again and he hung up the phone!
I'm very disappointed in Lowe’s. It has taken Lowe’s over six months to follow through. I filed a complaint with Better Business of Shreveport. I have spoke with a lawyer.
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Kevin on 2013-03-13:
As bad as it is already...Lowe's is currently planning on replacing their existing independent installers with large installation companies from a gazillion miles away. It will get much worse
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Now I see why their installation is guaranteed for only 1 year!
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LAUREL, MARYLAND -- In 2008 I had Lowe's install a Larson storm door. Two years later, it's hanging only by the 2 bent hydrolic pieces. Slowly, the screws holding the door to the door jamb have worked loose. Now all of them are out and you can see that they were screwed too close to the outside of the wood. Obviously, the door was too heavy for it to be screwed in less than 1 inch from the edge of a strip of wood. I DIDN'T let the door swing in the wind and took very good care of it. I called Lowe's to come put it back on and that's when I found out they only guarantee the work for a year. Oh well!
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Some Insider Info From A Installed Sales Coordinator
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NEW HAMPSHIRE -- I work as an Installed Sales Coordinator for Lowe's. We do our absolute best to get you what you expect within the time frame that is in writing. Regarding the 72 hour installed carpet install: YES of course, the clock on that starts ticking ONLY AFTER YOU PAY. How else would we know you are serious? What are we supposed to do, pick out your carpet for you, bring it to your house and THEN you pay for it? Please be logical. Also, we can only do what makes sense. Some customers expect miracles. Lowe's is NOT allowed to rip up vinyl floor. There are reasons for this. One reason being asbestos. Do you really expect that these guys want to risk their health because you have old floor that you want ripped up? If you want it ripped up, you will have to do it yourself. Please, no is no. If the installer tells you it is not practical to put carpet on your 3 season porch because it wouldn't last through the warranty, he isn't saying no just to aggravate you. Also, these guys are not miracle workers, if your subfloor is crap, you MUST expect that there will be a cost to making it solid. I am on a rant because I have seen all of this customer behavior first hand. Do you think you are the installers ONLY job that week? If you pay for storm door install on a Monday night, do you really expect the install to be complete by the end of that same week? Our installers work out of SEVERAL stores. They are not waiting by the fax machine for your order.

They are at someone's house banging nails and getting dirty while you stew in the fact that it might have been a whole 6 hours since you left Lowe's. We have no control over what the labor costs. It's your house, you know how rotted your window sills are. Would YOU call it a basic install if YOU were the installer? BASIC means just that BASIC. No one pays basic. That is base price. You know there will be extra charges, you live there, you, better than anyone else knows the variables of your own home. You know you have heavy furniture in the way,, do you think it's easy to move it? It should be free? No, you wouldn't do it for free would you now? We do our very best to make sure you get all the calls you want and need but you also have to understand that there is only one of me and there are 20 of you every week that generate 20 jobs that go through my office.

I have to look at every square foot of carpet, every door jamb depth, every color of carpet, every type of padding, every color door knob, every style of window, every color of grout, every dump fee charge, every single detail of every install the happens in my store. This means checking, checking, double checking. If this requires a call to the installer to check a dimension, I won't necessarily get him on the phone that day. He is already at someone's house, maybe yours. Do you want to see your installer stopping your job to take a phone call? No, you want your job done quickly. We do the best we can. We do what we can to limit costs but you get what you pay for. If you choose to get cheap and pass on stuff you need, it is ultimately you that has to live with your choices.
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MRM on 2010-09-16:
Thank you, Coordinator" in your perspective of being an installer.
Connoisseur on 2010-09-16:
Lowes is by and large a nice place to shop. I feel your pain co-ordinator. Maybe people are "demanding" because your prices are anything but cheap. I got my counter tops from Lowes and I would not call it cheap.
I got my bathroom vanity sink from off of your shelf. To get the smaller vanity sink for the half/bathroom would cost as much!!!! just because you do not have it on the shelf and you would have to bring it to the store. THAT my friend is insane pricing and a rip off. As a result I don't have co-ordinating bathrooms, because I told the clerk to tell Lowes upper management to shove the small sink. I don't give a damn if you have to bring it to the store? why the hell aren't matching sets both not on the shelf? to begin with. I think you should feel some of the customers pain...for being a pain with stupid store policies.
Coordinator on 2010-09-17:
You need to realize that ANYTHING customer sized will be more expensive. Imagine how many times the manufacturere has to change their molds, arragne customer packaging, change dye lots. Just because you want your sing 2 inches smaller or more shallow that what you see right there in the shelf. Anytime you ask to have something special, yes, it will cost more. You want people to work for FREE?????
PepperElf on 2010-09-17:
Great review!

*hands you a good drink* sounds like it's been a hell of a week (or month)
jktshff1 on 2010-09-17:
what pepper said with another drink.
Coordinator on 2010-09-17:
Thanks!! I will take a Pumpkinhead with a splash of vanilla vodka. Yes, it has been a LONGGGG two weeks. We had 18 months no interst promo and it resulted in 4 times as many installs than usual. So yes, I am exhausted. Please know this: Most of my customers are LOVELY and they recognize that this is carpet not a liver transplant. I love working for Lowe's and they really do care that you are happy. If you treat us with respect, you will get what you need and more. We like people and customer service is ultimately our #1. Are we perfect? no. But we do our best.
PepperElf on 2010-09-17:
*makes up an entire pitcher of it* =)
FAMILYFIRST123 on 2010-09-20:
NICE REVIEW, JUST ONE SMALL COMMENT. YOU SAID, "One reason being asbestos. Do you really expect that these guys want to risk their health because you have old floor that you want ripped up? If you want it ripped up, you will have to do it yourself." I RECOMMEND YOU HIRE A PROFESSIONAL TO REMOVE ANY ASBESTOS. DO NOT DO IT UNLESS YOU ARE AWARE OF THE HAZARDS INVOLVED IN ASBESTOS REMOVAL. AND TRUST ME, ASBESTOS IS HAZARDOUS. IF YOU ARE NOT SURE YOU CAN HAVE IT TESTED. GOOD LUCK.
Connoisseur on 2010-09-22:
CoOrdinator...I was not asking for them to resize. There was the UNIVERSAL sized vanity beige top. I wanted the smaller universal size vanity in beige to match the half bathroom. They did not have it on the shelf. To bring it from the warehouse to the shelf for me....the price was doubled. That is insane pricing.

They had the small and the big vanity in white. The small vanitys price was the exact price as the beige. If I took the white small and large the price would be (example) $1(small) $2(large) So if I take the white right out of the store I pay $3 for all.
But, I want the biege exact same price as the white. Small beige is not on the shelf. So to get it for me, here is what the price looks like:

$2(for large beige) $2(for small beige. doubled the price)

That my friend is price gouging. Every DECORATOR knows that people want to MATCH 80% of the time. So some marketing genious at Lowes....figured split them up and more than likely the buyer will cave just to have matching sets. The marketing genious was an idiot because basically it is an insult to double the price by gouging.

Even the sales person agreed with me that this was cheesy and tacky.
Keeping matching sets on the shelf is the way to go.
I did not buy the smaller sink at double the price. I found it on cragslist.

With that said. I like the Lowes around me, good group of people and it is not their fault that upper managers make inane pricing policies.

OT: Target when it first came to my area.....was selling bikinis by SPLITTING it up. $20 for top, $10 for bottom(example) WHAT??
I don't know if they are still doing that, because I haven't ever gone in there since. I find their goods to be cheap and cheesy. But, who in their right mind buys just one part of a bathing suit?
Why not just sell it for $25?? The fact is I think they think that people will love it so much that they will shell out for a tacky cheap bikini $25 that should really cost $10, because of the cheap material and workmanship(China don't you know)
sharpasice on 2010-10-18:
I ordered carpeting from Lowes about 2 yrs ago. They came out and measured, they said they would call me in 2 days with the number of yds needed etc..2 days, no call, 1 wk..no call..I finally called Lowes and was told I needed 140 sq yds..now my living room is only 18x22 so where did this crazy measurement come from? I complained and they sent another person to measure..he said he would personally call me to let me know ..well that call also never materialized till 2 months later...when Lowes called me to see if I was still interested in having carpeting installed..they presently had a sale..with the customer service I got, the miss calculations and NO return calls are they serious????? No freakin way would I buy from LOWES...
Coordinator on 2010-11-07:
To the complaint above... Yes.. My math says 140 sq yards is about right, it's really 132 but if there are seems or juts into room, you will have overages. Seems can only run a certain direction based on pattern of foot traffic. Carpet only comes12' or 15' goods. You have to pay fir everything it takes to cover your space. That means even what gets thrown out.
sharpasice on 2011-07-01:
It's been a very long time since I have been on here..but I do have to reply to Coordinator..please explain to me where you get even 132 sq yards? As I see it 18x22=396 (sq ft) divided 9 (1 sq yd) comes out to only 44 sq yards..and if it only comes in 12ft widths..then it is 12x22=264 sq ft divided by 9 (sq ft) that equals only 30sq yards..even if I would have to order 2 lenghts of 12ft by 22 in order to accommodate the extra 3 ft width..that equals 60 sq yds..am I missing something here?
reply on 2013-10-15:
divide by 3 (how many yds in a foot)= 132 and the extra carpet to cover any extra.
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Lowe's Carpet Installation - They Subcontract the Installation to an Unreliable Third-Party
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JERSEY CITY, NJ -- When you decide to use Lowe's for carpet installation, you can choose the carpet that you want in the store. There is a wide variety of carpet to choose from and well organized samples on display. Then, you have to pay $35 to set up an appointment with a third party installer to come and take measurements in your home for an estimate. The $35 is taken off of your bill when you book with them to install carpet.

My husband and I were quite pleased with the samples in store, and even more pleased with the associate who answered all of our questions in flooring. We put down the $35 to make an appointment with the installer and were told that the installer would call within 2 business days. After 4 days, I called Lowes to see if there was anything that I could do to expedite the process as we were anxious to get the ball rolling on this. After being transferred around and then put on hold, the associate on the phone told me that flooring was closed for the day. It was 4pm in the afternoon!? They didn't seem to anxious to help me, to say the least.

The installer finally got around to calling us a full week after we paid the $35. By then, we were on the brink of booking with another company. My feeling is that if they are in no rush to even come out and take your measurements, then only God knows how long it would take them to order and install our carpet! The only positive in this situation was that Lowe's did not give me a hard time getting my $ back. It sucked that I had to make an unnecessary trip to the store to get my refund, however.
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Glenda on 2014-07-16:
I to had the problem with Lowes. I went to pick out carpet found what I wanted. They said that if I got with stain master that it is free installation. I figured out everything with the employee there and my total was going to be 600.00 to have just 2 rooms done. I thought this is reasonable. I paid the 35.00 to have someone come in and measure to make sure that I was correct. Well I was over so the installer said that this should cost less then my previous estimate. I get a call from Lowes saying that it is going to be over 1000.00 to have this install cause I live in a mobile home and they have to kick the carpet in and not able to stretch it like they can in a regular home. I asked the guy what does that have to do with anything an install is an install at that point he got very nasty with me and told me that is just the way it is. So the free install is a scam there is no such thing..
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Kitchen Install Disaster Kraftmaid Cabinets Bad From The Factory
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Rating: 1/51
HAMILTON, OHIO -- I ordered kitchen cabinets in June 2013. Installers showed up to put cabinets in and what a mess. Beta Construction measured before install but forgot to account for a three in filler piece before installing first cabinet next to back door leading to garage. So when you open cabinet draw it hits back door handle. After running the whole bottom row sink side. They had to tear all out and start over. After finally installing bottom row they start on top cabinet.

At the end of that row they realize the bottom is three inches longer then top row. Duh, so now I need a 27 in cabinet on to to cover the final 3 inches. It took from July 18 until Nov 7 to get cabinet installed. Crown molding on top of cabinets was cut wrong. Construction crew forgot the thickness of there blade and cut it short. No extra crown on site to cut another piece so that also not fixed till Nov 7. I paid 14000.00 for cabinets, granite counter tops, install price and tax. I placed 4000.00 appliance order for four pieces of all LG products. Order placed in June 2013. LG couldn't get me the stove I wanted so instead of calling the store or me to get another model. They just cancel the order without telling Lowes. After reordering two weeks later I was told appliance would be here August 28 2013. My wife said no way. I pulled the order from Lowes. Called HH Gregg from Lowes counter and they had everything in stock and could del tomorrow. Amazing. Not including 151 pieces of tile I bought there Grote backer board under tile 14 sheets of drywall and electric wire to rewire kitchen. I probably spent 16000.00 total. Never again will I go through that. I have no reason to tell someone to shop for kitchen at Lowes.

Oh forgot one thing. I have 6 mis cut cabinet doors still not fixed as of 10/7/13. Kraftmaid Cabinet Rep is coming to view doors on 10/17/13 who know how long after that it will take to get replacement doors let alone install them. Please save yourself the trouble. Go somewhere else. And if you do use them. Make them X out in there contract you have to use arbitrator to settle your dispute. And write in contract any damage to your clean painted walls they fix not you. I got stuck with that also.
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trmn8r on 2013-10-12:
I would never use a home center to contract kitchen cabinets, or anything else for that matter. The concept is they make it simple by centralizing things and it is cheap. That last part is the red flag - cheaper is almost always not as good.

When I had my kitchen done, I got three independent shops to give me quotes. I couldn't have been happier with the result.
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Installed Sales Are Very Poor Quality
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Rating: 1/51
MOORESVILLE, NORTH CAROLINA -- After dealing with you for months now over multiple issues regarding a remodel project of a small beach condo I have never experienced such sad and sorry customer service. We waited 15 days for flooring to be installed from June 15th - July 1st thinking we would be able to occupy the unit after the flooring was in. Having the installer come on July 1st and refuse to install the floor. We then had to go back a different flooring product and install it ourselves having to wait until July 4th before we could occupy the condo. So roughly 17days numerous hotel charges paid out of pocket because this is a 2nd home away from our main house and we were having to pay to stay in hotels waiting on the project to be done.

Had we know on June 15th you would not install the floor we would have then done the project ourselves (as we ended up doing) saving ourselves much out of pocket expense and stress. After buying a complete kitchen with Lowe's Shenandoah Cabinets $9,244.54, Luna Eco By Cosentino Countertops $3,588.88, Bruce Hardwood Flooring $1,409.68, Stain Master Carpet $2,486.69, Whirlpool Dishwasher, microwave and Freg @ $1,747.17, Whirlpool washer and dryer $1,438.44, bathroom shower door @ $329, bathroom shower pan at $550, numerous boxes of bathroom and kitchen tile at more than a $1,000 and numerous trip to the Lowe's store to buy small items to get all this construction done and you offer me a $300 gift card for the stress and time the store at Hwy 17 bypass in Myrtle Beach has caused my family this summer.

Waiting days for no floor, weeks with no microwave, watching the delivery men drop a washing machine off the truck into the yard and they still want to bring it in the house with dents and scratches and you think $300 is a fair compensation. Multiple phone calls to Deb [snip] and Lynn [snip] at the Lowe's Home Install Sales office in Mooresville, waiting days and weeks for them to return a phone call which they never do you have to call them and demand a conservation and now dealing with the Regional Production Manager Matt [snip] who offers me a $300 gift card which I refuse.

If nothing else I hope my rants cause Lowe's to suffer $300 in lost sales from any of my family or friends who may be considering a trip to Lowe's or either a new home project. I for one will not shop with Lowe's again unit I am compensated $1,160.92 the cost of the wood floor which we laid. Does this sound like a lot of money after the dollars I have spent at your store in the past months not to mention all the projects we have done with Lowe's at our real house. For the pain and stress it has caused my family this summer, the time and effort I have spent chasing people down (all Lowe's) to get the jobs done and the out of pocket expense for hotels waiting on work to be done that was never done.

Before you start a home project with Lowe's please read this and think is this the kind of customer service I want or the type of stress you need in your life. Ask me would I do it again? No, not at Lowe's.
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Dangerous Dryer Installation
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Rating: 2/51
NORTH EAST, MARYLAND -- I built a brand new duplex. My tenant purchased a washer and dryer from Lowes with delivery and installation. They told them it was a brand new place and told them to include whatever it needed. They sold them a aluminum foil dryer dryer vent hose and a 4 wire plug cord. The tenant called me and told me the installers did not have the pipe to go to the vent, nor did they have the clamps.

I picked up a 4" aluminum pipe and clamps. I had to unhook the washer, pull both appliances back out to hook up the dryer. Also I noticed that the installers ran the dryer wire into the dryer without a romex clamp. It would only be a matter of time that the vibration of the dryer would cut into the wire and cause a dead short or possibly a fire.

I went to the Lowes store and was told the installers don't have the clamps for the dryer vent, pipe, nor wire clamps on their truck. I would like to know how this is called installation. Delivery yes--install--I don't think so. I had to un hook the wires, put in the romex clamp, hook the wires back up and put both appliances back in place. Don't pay Lowes (or any other company for that matter) for installation if this is what they are going to do. Installation means ready to use. Dryer vent pipe, clamps and wire clamps (romex connectors) doesn't take much room on a truck, and I am sure the customer would not hesitate to pay the little added cost if required. I am sure the installers make a pretty good living and should not take dangerous shortcuts.
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ok4now on 2013-04-02:
Obviously Lowe's is more interested in selling appliances than doing a proper installation. Most people would not have caught this. Good post.
Alain on 2013-04-02:
Our local Lowes often sent delivery people who had no training or experience in hooking up appliances and expected them to install whatever they dropped off if they were instructed to. They didn't much care if it was done right or not.
Slimjim on 2013-04-02:
We just purchased a set from Lowes and they claim they will not hook anything up with old stuff, so we had to buy the cord, hose and clamps from them to get the dryer installed, washer hoses too. Then the guys show up and claim it's not on the invoice. Fortunately, they had the stuff on the truck anyway. In both cases, how do deliverers for Lowes, or any appliance outfit, not keep this stuff on the truck at all times.
Dakota1015 on 2013-04-03:
Why don't the "installers" keep the installation supplies on the truck? Because nowadays people buy appliances at Lowes or Home depot , etc. instead of from a local appliance store that also repairs appliances, and has their installs done by a qualified technician who knows what he is doing and has the proper tools and supplies rather than by a truck driver whose mission is to make quick deliveries rather than proper installations.
Really? on 2013-04-03:
I had a similar situation with Conn's. They installed my new dishwasher incorrectly and damaged the top part of the door. I insisted it be replaced. The first installer left all of the wires laying on the floor under the washer. Had there been a leak, I could have been electrocuted! They put in a more expensive washer at no extra charge. Installers just don't take pride in their work. On the same note..If you have a home warranty, start taking pictures of the old parts, prior to the replacement. I had a 1/2 Garbage disposal, and the warranty company put in a 1/3 HP , which is a breach of contract. Equal to or greater, but they put in a smaller one. I had to threaten legal action. The plumber lied to the Warranty Company, lied to me, and the Warranty Company lied to me. They both put me in the middle. I got what was entitled to me. Stand your ground!
disgusted with HD installers on 2013-06-08:
Home Depot installers also do not do a class job. never purchase any items from these type stores for you will only get what you pay for and you should notice that the cost of installation is usually less than the norm.
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