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.
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.
ALCOA, TENNESSEE -- Delivery of product and installation was ahead of schedule. It was a very hot day and I felt sorry for the workmen. At one point I walked out and commented that the gates were uneven. A workmen snapped that they were not done. OK. After the job was finished the gate was still uneven. They said it had to settle and not to open it for 4 to 5 days. I've never put in a fence so I believed him. Also they had attached the wrong latches and you could not open the doors from the inside.
After several days in the sun, the fence was obviously set and still uneven. We went to Lowe's and talked to the salesman, John **. He said either they would fix it or someone else would fix it. Several days passed and a man showed up but he was only there to change the latches. He put the new latches on in a different place so now we have six holes in each gate that show. A brand new fence that cost over $2000.00. We have called Lowe's on several occasions and have had no response. Do not deal with them. Other quotes were higher but maybe I would have had a good product.
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!!!
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.
MIDDLETOWN, NEW YORK -- Had split system furnace/air installed. Contractor (C.R. Wolfe) did not get permits as per contract. Was not certified to work on my mobile home which they must be if any changes to structure is involved, system has heat/air blowing under house not into ducts.
Whole underbelly of home is flooded, water in living room, thermostat of wall very crooked, condensate line dripping on outside of house, left tons of garbage strewn under house, did not seal underbelly, did not come with materials to seal it. I had to pay $120.00 to make sure they were here. No working trap, no second condensate line installed as per instructions, no access to condensate pan for maintenance as per instructions.
You cannot sue Lowe's as per contract, you can only go through "arbitration". If they mess up you have to keep using the same contractor or you're out of luck. Run! Do not use Lowe's for ANY installation. Store refuses to remove work/unit or refund me. Building inspector is now on my butt. Trying to hide from state code enforcement. I have had to pay for certified inspection. Disabled woman with no heat at the end of August. Thanks Lowe's.
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.