EAST ELLIJAY, GEORGIA -- I contracted with Lowe's in February 2017 to remove my tub, toilet, and vinyl floor and install a tile shower, glass shower door, new toilet, and tile floor. I had to pay $7766 at the time I signed the contract (the only way they do business). Their contractor did the demo a couple of weeks later. The next day I noticed the floor was all wet and discovered the toilet supply valve was leaking. Although they promised to come and fix it, it was 9 days until a new valve was installed. My wife and I had to empty a metal pan daily. There were always excuses why they couldn't come to work, e.g., "my truck doesn't run", "my employee is injured", etc.
The job wasn't "completed" for 6 weeks. After they reported the job "finished", there was no hot water. The sliding shower door was installed backwards. The shower didn't drain properly. The shower bench had a sharp, jagged edge. Safety grab bars were missing screws. Tiles were uneven and some were oriented incorrectly (vertical instead of horizontal). Grout had holes, was uneven, and sloppy. Walls were damaged, and the shower pan (floor) was the wrong size causing a large gap in the wall. They did a very poor job, so bad in fact that most of it has to be redone.
AKRON, OHIO -- My contractor and I went to Lowe's. I picked out the pattern for the counter top and the sink design which was a double sink with one of the sinks a little smaller than the large one. You need to understand that this was a solid stone sink. In other words the sink was actually a part of the counter. The smaller sink had a curved design as it connected to where the faucets would be but it was still of usable size.
When the sink-counter was finally delivered both the contractor and I said - "But that's not the sink we ordered" and the men said, "They don't make that sink anymore." The contractor and I were both shocked - no one had called to tell us that the sinks I wanted were no longer made. They just walk in with this huge countertop with sinks, as well as a counter for the other side of cabinets, and say, "This is it - do you want it?" At the time, my son was in a nursing home where I was going every day for 4 1/2 months, after which time he died.
I had been dealing with a sink that was partially torn apart because of glue used at the time of installation and your men walk in with someone's idea of what I want and say, "Do you want it?" I simply finally said, "OK - I just wanted my kitchen back to functioning normally, on top of which I had enough to deal with."
Since then I have had time to realize that there is no earthly logical function for a 9 1/2" wide sink. And, it is where the garbage disposal is located. I mean, even a dinner plate is awkward to scrape off in a sink of that size. I know it has been several months since all this happened but I am just getting around to 'normal' feelings, and the more I use or try to use this sink the more aggravated I become.
I should say that your men did do an excellent installation but I still resent that I wasn't notified or even asked previous to the sink being made if it was OK. This solid stone sink and counter top cost a lot of money and I resent that I'm now being made to use something that really really does not work. I think I should either have the chance of a new sink-counter or the garbage disposal should be moved to the larger sink at no expense to me.
REDDING, CALIFORNIA -- Purchased materials for a fence and contracted through Lowe's for installation. HUGE MISTAKE!!! Estimator came out ON 10/11/2016 and was very professional. Installer called a week or so later to schedule. Was supposed to be here on 12/5 between 10 am and noon - so of course we schedule our day around him and finally after calling Lowe's at 4 pm to find out where he is, the guy shows up at 5 pm - when it is dark! Said he's late due to a water leak on a job he is on. Ever heard of calling the customer to let them know???
Says he can't start until he knows where PGE and water lines are located and blames that on the estimator. He calls PGE and when PGE came out to mark the location of lines, they said they called him twice and when they asked for him by name, he said no one here by that name and hung up. Who is this guy hiding from??? Yes, they did have the correct number. We have made no less than 10 calls to Lowe's over the past 10 days about this guy. Apparently he will only talk to one person in the Installed Sales department and won't answer his phone or hangs up on anyone else.
He called yesterday at 4:45 to get the address (he was already out there once and has the plans with the address on it!!). My husband told him not to bother showing up. So disgusted with Lowe's at this point. They did refund us 10% or $110 of the cost of materials, but installation charges are another $2,000. Now it is 10 days past our original installation date. We have no fence and told Lowe's to pick up the materials. It would be nice if these big box stores got some references and background on these guys they contract with. I will NEVER do business with Lowe's again!!!
AUBURN, WASHINGTON -- We had purchased the door and installation through Lowe's and the installer (NorthWest Remodel Guys of Kent, WA) had been difficult to work with (our installation was rescheduled on a very short notice - as in night before the morning installation twice, and therefore delayed by at least 2 weeks).
In addition, the job had been done very poorly. The door paint was scratched off in the process, the door seemed to have been measured incorrectly since there is a 2-3 mm gap on a left side (which is normal), but about half of an inch gap on the right hand side, and the door does not align with the trim (trim now sticks out for about 1/3 of an inch). The large gap on the right was then filled with silicone caulk that had come down and spilled out onto the patio a few hours after installation. I had text messaged the gentleman who installed the door, included the photos, and was told the gap will be filled with something and caulking will be re-applied.
We are very disappointed by how the door was manufactured due to improper measurements, unevenly installed, and how the contractor was trying to cover up the large gap by pouring in at least a tube or two of the silicone which had nothing to hold on to due to large hollow space between the door and the wall.
We tried contacting Lowe's 3 times and are still waiting for satisfactory resolution of this issue. They don't reply to e-mails and seem to support the installer's idea of just putting more silicone in to cover up the bad job done. We had also purchased a door security latch and installation (in the upper right corner) and it was not installed and no one seem to had heard of it. We went with Lowe's over other independent contractor hoping to save $400, but instead got a poorly installed door and lots of headache.
LOWES, PENNSYLVANIA -- Siding gone bad. They gave the job to a guy who was supposed to be qualified to do siding but has not done it for a while. The J-channel is crooked, side flashing was bent as to not allow gutters to sit flush on fascia. I gave him the opportunity to correct and he patched it with covering it up and not correcting the gutter issue. They broke a window screen, scuffed freshly painted shutters, and did not tell me. Cigarette butts and nails not picked up.
Lowe's did not have another contractor to come and correct the issues. They wanted to give me 250 dollars. No one would even touch it after they found out Lowe's did it. Corporate did not call back half the time. I called last week and still did not hear from them. Stay away from Lowe's. I canceled my card and will never shop there again. I know where this is headed. Stay away from Lowe's.
HATTISBURG, PENNSYLVANIA -- My wife and I decided to replace our large living room window and contacted the local Lowe's (Harrisburg) who sent a salesman to our home on Black Friday. After selecting a window he did some measuring and said the installer would contact us for an install date. Two weeks later a contractor came to our house and re-measured the window opening. I received a call two weeks later from another person who said they needed to come out and re-measure the window.
In January, the window was delivered and installed. It was scratched during shipment and one of the screens had a small rip. The installers stained our carpet and made a terrible mess. Customer service from Lowe's followed up a month later, in February. I told them about the shortcomings and requested they at least replace the screen. The representative said someone was going to contact me. In April I emailed the customer service department and it's now June and nobody has contacted me. My advice is don't order windows for installation through Lowe's. I have been a loyal customer for a lot of years but am very disappointed with this whole experience.
WEST PALM BEACH, FLORIDA -- In Oct. 2016 my mom ordered me some impact windows to be installed from Lowe's on my house. She paid in full on the Lowe's cc and in Jan 2017 they were to be installed. All came in and the installers were great until one was damaged and some screens. Lowe's contacted me. They would have one ordered and sent in another 3 months. So I was a bit upset but left it.
The window came in and the installer pointed out a crack in window and now another 3 months. This time I took off work losing money, time, painter and contractor I spent money on. I was so upset I called corporate several times and what a funny joke that was. All of my calls were not even expedited by protocol as told by customer service. Bill the manager and the rest of Lowe's took advantage of my elderly mother and only gave her a free window of 370 but one window installed is almost 1200. Don't go there. You will get ripped off.
DALTON, GEORGIA -- Much earlier this year, we decided to use our tax refund to replace the tub/shower combination in our bath with a new walk-in shower. Since we have used Lowe's for three projects in the last two years and since they had a shower we really liked, we had high hopes for this project. Unfortunately, Lowe's, or any other company that must contract their projects out, necessarily is limited by the quality of their sub-contractors. First, with the involvement of the installer, the wrong shower size was ordered and that delayed us around one month. Next, after this delay, the installer was always "busy" and the project was held up as we waited for him.
Finally, he showed up and installed the shower in less than two days. Of course, he missed one little item and we had to call him back, which was on a Friday. He told me he would run by on Saturday and fix the problem. Then, on Saturday, I had to call him again and he denied that he had said he would be by on Sat but I told him he certainly did. He came by and fixed the little problem in less than 15 minutes. While his work, when we finally got him here was OK, he had to do a little finish work where the new shower met the bathroom walls and his finish work left a lot to be desired.
STOW, OHIO -- I'm three months after the purchase date and have gotten nothing but the runaround about my fencing project. Their Customer Service is not helpful and downright rude, and I just get excuse after excuse. Do yourself a favor and do not even consider Lowe's for your home projects. They don't care about the customer and certainly don't know what they are doing for ordering the proper materials, scheduling installers or deliveries, and then treat their customer like crap for wanting to know anything. This has been by far the worst experience I've had with contractors ever.
DOWNTOWN BROOKLYN -- I had this process started in April. A salesperson came to my house to check backyard, took measurements, showed me a sample of the cedar lattice fence I was looking for and started the process. That weekend the installation team came to double check the measurements. A week after the process started, we agreed on fee 3k plus and the salesperson returned to sign off on the paperwork. I was told some of the custom made gates would take a couple of weeks and delivery would be set and installed afterward. In about two weeks, the product was ready for delivery. I was told I would get a call when it would be delivered.
I requested a Saturday because I needed to be home for the delivery. I received a call at work, mid-week, that they were on their way to my house to deliver. I told them I needed to be home. I was told they would deliver that Saturday (early May) and would get a call on Friday night to set a time. I got a call Friday night telling me they would call me on Tuesday to set up delivery. I asked what happened about the Saturday delivery and was told that was not happening. About an hour after that call, I got an automated call telling me that the delivery would be on Saturday but the wrong address was given. I called back the previous caller and asked what was going on.
They said, trust them and they would call on Tuesday to set up the real delivery. I then complained to the original salesperson who got the delivery and installation set for the next Saturday, mid-May. They were supposed to deliver in the morning and install right after. I got a call the Friday night before delivery that the delivery would be between noon and 2pm. I was dumbfounded, tried calling back but it was a total automated system and there was no way to get a real person on the weekend. That Saturday morning the installation crew came at 10am. They were told the product would be there at 9. Told them the time the delivery was scheduled.
They came a little late because they knew Lowe's normally runs late. When they were at my house I called and they called but to no avail. The delivery was set for noon to 2pm, so the crew left. No way they could finish installation in half a day. They said they would come back the next Saturday (the last of May) once everything was there. The product finally came at about 2pm. It was on 2 huge pallets which needed to be delivered by a hi/low from the huge flatbed truck up the hill of my driveway. The pallets were left outside my garage and it was up to me to unpack and get the product to safety behind my old fence.
Once opened up and brought in piece by piece gates and fencing units and 8' post section and 10 bags of concrete 500 lbs total, I discovered that fence units were 4" wide, very large for a small Brooklyn backyard. Also some were damaged, the gates were not customized as promised, the fence and gates were not finished with top rails and you could look right down the tops of the lattice. It looked like a real disaster. Also, I got a call later that day telling me that they owed me 14 bags of concrete that was not delivered and would delivery early the next Saturday before installation.
I got in touch with the salesperson and set up to have him come see the product in my yard in the middle of the week to try to figure this mess out. He came and promised that they would take care of custom cuts on site and provide further pieces to make it looked like a finished product, that would need to be ordered and the crew would need to come back after initial installation to complete. This past Saturday the concrete was delivered early and the crew was on site at 9am to start installation.
However, they had to go get screws to put things together and then decided when they come back that they would not be able to deal with the cuts to finish customizing the fence. They were expecting vinyl fencing which I hate. So, they left and I called Lowe's to tell them the deal is off and to get the product out of my yard ASAP. They agreed and were to have a team here Sunday to remove the product. I was told Sunday morning they would be here between 2 and 4. I got a call later, saying they should be on time but that everything need to be put back on pallets by me for them, to take from my driveway. I went totally ballistic!!
I called the salesperson at Lowe's and was not getting to anyone to speak to. I kept being put on hold or disconnected. I was irate by now and drove down to store to try to see the manager face to face. I was told he was busy with an issue in the back. Lowe's with an issue, who would have guessed? Finally the chief cashier tried to help and he spoke with the manager and came back to tell me that Lowe's themselves (not CPO, their delivery service) would pick up stuff in the morning. He was to call me in an hour to set a time and I went home. I called back after 4 hours and spoke with the assistant manager and was assured this would be taken care of.
Now, I must call in the morning June 1 to confirm pickup and hopefully shortly after 8, they will pick up and cancel my payment obligations to Lowe's. Let's hope this Lowe's fence fiasco is over tomorrow, I'm not hopeful. I will never step foot in a Lowe's again and suggest that no one shop there ever again. It is really unfathomable what has happened to me over the last month. I should sue them for the unneeded stress that has been put on my life. I hope this helps some perspective Lowe's shopper. Best advice, just stay away!