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 installer 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.
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.
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 Lowe's, 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 Lowe's 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".
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.
BLOOMINGTON, INDIANA -- My husband and I ordered carpet for our house on Sunday, April 4, 2010, at the Lowe's store in Bloomington, Indiana. We were pleased with our purchase. On or around April 15, we were told that our carpet would be installed on Thursday, April 22. Although we were paying for the installers to move our furniture, we were told to move everything except for the large pieces of furniture, so I took Wednesday, April 21, off from work to do this. It was a time-consuming task.
On the morning of Thursday, April 22, my husband received a call from our installer telling us that our carpet at Lowe's in Bloomington was so damaged that none of it could be installed. It would have to be reordered. When we spoke to the people at Lowe's in Bloomington, we were told many versions of the story. At first, it was strongly implied that the carpet had been delivered damaged.
When I asked why the delivery had not been inspected, I was told three different things: First, store employees did not have time to inspect deliveries. Second, store employees assumed/trusted that the supplier would send only high-quality goods and inspection was unnecessary. Third, the carpet had been damaged during shipping. When I mentioned that my family, in their manufacturing business, finds it good business practice to make sure that their customers' goods, upon delivery, are high quality, I was hung up on.
During a subsequent telephone call (I believe I was speaking to guy), I was finally told that the carpet had been damaged at the Lowe's in Bloomington. Apparently, it had been put on some sort of storage rack incorrectly and had been torn when it was being taken down. I had no way of knowing which of the many stories was the truth, and at this point it didn't really matter. No one seemed to care whether we would get our carpet or not. By the way, by this time I had already made a payment on the carpet.
We later spoke to our installer, who happens to be a former student of my husband's (who teaches at Martinsville High School). He said that the carpet had not only been put on storage racks incorrectly, but that after it had been torn while being taken off the rack, it was repeatedly run over by forklifts. We were told that our carpet would be reordered and a “rush” would be put on it. We could expect it to be delivered in two weeks, around May 6. Unfortunately, the carpet was not ordered on Thursday, April 22, or Friday, April 23, or Saturday, April 24, or Sunday, April 25, or even Monday, April 26.
Because we had moved all of our belongings from our bedrooms, living room, hallway, and entryway, there was nowhere for our daughter to put her belongings when she moved home from college on Sunday, May 2. It was imperative that we have at least the carpet in her bedroom installed by Saturday, May 1. On Monday, April 26, my husband and I went to Lowe's in Bloomington to see if any carpet in stock would be acceptable for installation in our daughter's bedroom. All carpet in stock was very unacceptable. We spoke again with **, who was intent upon helping us get satisfaction.
At this point we found out that not all of our carpet was damaged and that enough undamaged carpet was available for our daughter's and our son's bedrooms. Our installer agreed to put it in on Saturday, May 1. As we left, Mr. ** assured us (without our asking) that we would be “compensated” for the delays and other problems we had encountered. Of course, no more has been said on that subject. The remainder of our carpet was installed on Saturday, May 8. Even though most of our furniture was not returned to its place after the carpet was installed, we were happy to finally have it finished.
On Tuesday, May 11, a vacuum run over our new carpet pulled up ALL the seams: a long one in the living room, one between the living room and hallway, and each one between the hallway and the three bedrooms. I called the Lowe's in Bloomington on Thursday, May 13. I spoke with three men in the flooring department, all of whom were cursory to the point of being rude. I spoke finally to **, who offered neither apology nor sympathy. He only said that he would contact our installer, who would contact us. We have heard nothing since. The seams in our carpet are pulling farther apart, to the point where I do not believe they can be fixed easily.
To put it mildly, we are exceptionally displeased with our experience with Lowe's. We still, however, expect to find satisfaction. I believe that the contract we signed assured us that Lowe's would provide quality carpet and quality installation.
Well, I have seen many bad reviews for Lowe's and installations. Allow me to elucidate. We installed kitchens for Lowe's for years. One week ago we had finally had enough! We are a millwork shop located in RI. We took on Lowe's work to fill in the gaps in our custom work schedule and to keep capitol moving. Throughout our relationship with Lowe's, many things have been one-sided. Lowe's transfers their associates from within, meaning that one day an associate may be in Appliances and the next transferred to Kitchens.... NOT GOOD.
It takes many years of design and real world experience to successfully design a workable kitchen. We know this as we have been designing, fabricating and installing custom kitchen for 15 years now. One cannot just be thrown into the mix and "prang... you're a designer!" Lowe's has not only decreased their rate of pay to the installers, by ten dollars an hour, but they have a nonexistent support system for their installers. They have stringent insurance requirements and all sorts of "protocols" installers must follow or your gone.
If the customer is unhappy, regardless of the situation, the installer will most likely bear the brunt, monetarily, for the problem. Which leads to our recent break with the Installed Sales program, just as an installer who commented previously, stated. The kitchen designers, the majority of them, are out for the sale. They work on commission. This means that they want to sell and close the deal fast. They design up a slipshod kitchen and send us out to measure the kitchen. Most times all of the pertinent info has not been faxed to us. We are left guessing.
Mind you, they are supposed to fax us everything, stack details, notes, plan views, elevations, contractual paperwork... the works. Communication with them is minimal although we try our best. They do not work 5 days a week, it's a day or two on then 3 off, etcetera. So if we don't have all the paperwork it's trouble. We are supposed to schedule within 48 hours of receiving the info. We do. After we meet with the customer the job detail has to be back to Lowe's within 24 hours. From there it's in their hands and anyone's guess.
Their installed sales team is also supposed to follow protocols, they don't. Flat out don't. They lie about one's payments and hold your money even if the problem is a design issue and not an installer issue, but will tell you that they paid the invoice. We have had to cover for designers on numerous occasions and some we have not charged for. But now they have left us out to dry. Mind you, you the customer, have paid for everything up front. Materials and installation labor. So Lowe's has all the money. We don't get paid until you, the customer sign off on the job, sometimes two weeks after we have completed the job.
Lowe's is supposed to pay us 48 hours after completion and they have spoken to the customer for the third time. If the customer has a problem with Lowe's, and they won't sign the waiver, it is all over for us, the installer, who worked their butts off to install a less than perfect, kitchen design, and done extra work just to try to keep the customer happy. So that's where we are at now. We've completed our contractual obligation, you have paid in full, but Lowe's has not. There is no protection for us, the installer, because our contracts say we won't throw up a mechanics lien.
Our contracts are unbelievably lopsided giving 100% protection to Lowe's and none to the installer. Anyone looking to install for Lowe's beware. They care nothing for your past performance, not one call back, just protecting their own corporate skins. Well, as the installer before me said, another quality installer gone. Good riddance Lowe's.
AMES, IOWA -- I had searched my town for the flooring I wanted for my tiny bathroom, and finally found the perfect flooring at Lowe's. No problem - I felt comfortable purchasing from them and contracted for them to order the flooring. I was informed that a 3rd party measured and installed the flooring, and I have no problem with that, since I was told this up-front. I was informed that the installer would call me within 48 hours. Two days passed; then 4; then a week. Every time I called the local store, I was told that they would remind the installer again. Finally, the installer called and made an appointment to measure the floor; he came when he said he would and measured the floor.
At that time I informed him that the base cabinet for the lavatory would be removed and that a free-standing lavatory was going in its place, and that I had no idea what was under the current cabinet, but that it most likely was not the current vinyl flooring, and therefore the levels would not match. "No problem," he says. A date is given for the installation, with the caveat that the installer would not remove the existing flooring. No problem - I spent a Saturday afternoon removing the old vinyl. The day dawned for the installation of my new vinyl.
My plumbers came and removed the old lavatory and cabinet, and sure enough, what was underneath was the original linoleum, ca 1947. When the installer came in, he took one look at the floor and said, "Who took the floor up?!" I replied that I had. He told me that he had intended to stall the new flooring on top of the old and that he was not prepared to cover the "hole" in the subfloor. Then he leaned closer, and literally backed out of the bathroom like I had presented him with a box of angry pit vipers! "That's asbestos flooring!!!" No kidding! I told you that when you came to measure, as well as I told the salesperson that when I purchased the flooring.
Just because I am female does not mean I don't know what I'm talking about. Four telephone calls later, I was informed by the Lowe's installation manager that I had two choices: I could hire a professional company to execute an asbestos abatement, who would provide me with a certificate of abatement, which I would need, and then the 3rd-party contractor would come back and finish the job; or I could try to hire someone else to install the flooring as it was (the implication being that no one in their right mind would touch the project with a 10-foot pole).
I demanded and received a refund on the labor cost (a week later); fortunately when the installer left to confer with the installation manager, he brought the flooring and adhesive in, so I have the product. End-of-story: Do not, under any circumstances, allow Lowe's to install ANYTHING. They do not stand behind their pricing. When I asked what the installer would have done if the flooring was not asbestos, but still a different level than the rest of the floor, I was told that he would figure up what the ADDITIONAL CHARGE would be at that time.
Bottom line: Lowe's does not stand behind their price quotes, and waits until the installation to hit you with the inflated price.
MAYFIELD, KENTUCKY -- I'll try to make this LONG story short. We own some apts. in Kentucky. GOOD RENTALS. I got sick with cancer and had to move to Wa. State for treatment. Unable to stay on top of things, we've had to rely on people and copanies in the area. We really needed to have new caroet and vynl installed in a duplex. (I usually did ALL the work, but my health won't allow it.)
On 6/10/09, my Lowe's card was charged $35.00, for someone to go out and measure the sq. footage to install new vinyl & carpet. I chose from a list of carpets that they had the most of in stock, so that we didn't have to order anything to save time. I gave them the go ahead, to get it all installed, because I had renters waiting to move in. On 6/18/09 my Lowe's card was charged for the full amount. Carpet, vinyl, all the glues and materials to get the job completed plus the labor for doing the job. Totaling $2923.11.
The realtor that we now have renting the units, until they can get them sold, called and wanted to know how soon the apt. was going to be ready. She had showed it to the 3rd renters that wanted it, but, the work hadn't even been started yet. I told her that we were sure that the worked had been done because we were already charged for it. I called Lowe's to see what was going on. I was told that they had to bill us because they had to order the carpet and when it got it in, they'd get it installed right away. I told them that we chose the carpet that we did because they had enough of it in stock and could start on it right away.
I scornfully told the realtor that they'd be there Monday 6/22/09 to get everything installed. She said that would be great. She had renters scheduled to sign the contracts to move in on Saturday, 6/27/09. They were the 4th renters that were going to move-in since 6/10/09. When they arrived there on Saturday to move in, the work hadn't even been started yet. I got right on the phone to the manager of the Lowe's store and they told me that our install wasn't scheduled until 7/22/09. That would make it right 6-weeks after it was measured and OK'd to go to work and 34-days after I was charged for the completed job.
After all of this, we lost 4-different renters and 2 of them were interested in buying out duplex, but they all needed a place to live, so they had to move on. Because of this, we're out at least $3000.00 from the renters that had already signed a 6-month lease, possibly the sale of our place, in which we really need the money for my treatments, plus as of today, the work is still not done on the units and don't know for sure when it will be finished. But Lowe's has already billed us for everything, like it's already been completed.
So here I sit in Seattle, wondering when or if it will ever get completed so we can get a return on the money that we have already lost, because of their screw up. Thanks for listening.
WEST SACRAMENTO, CALIFORNIA -- I paid the 45.00 for a Lowe's carpet person to come to the home to do a measurement of the rooms for which I needed done. Even though the sales lady did a wonderful job with just about everything she helped me with, once it went to the third party contractor everything went to hell. A person that I could hardly understand set an appointment for the measurements to be taken and of course he was late. He then advised the paperwork would be faxed to Lowe's that day (of course that did not happen).
When after speaking with the contractor three times and waited for the faxed to be sent to Lowe's (while I was waiting at Lowe's) it turned out that the contractor failed to do a measurement for both 12 and 15 foot rolls. My sales person called the contractor and within a few moments a new fax came in. I then chose to purchase the much higher custom order carpet that would take about ten days to be delivered to the contractor. I did receive a call from the contractor and an install date was made for yesterday 05-28-09 8-10AM, this was not the first date they had but the first date that I wanted.
On 05-27-09 around 6PM while getting the house ready for the install the following day I received a call asking if it would be OK if the time was changed to Noon-1, that the previous job was unable to be completed and the installer needed to return to complete that job before he could work on mine. I agreed. On 05-28-09 at 1:05PM with no call, no email, no text I called the contractor and asked why was the installer not here, he then replied, "the installer did not call you? He was to have called you 40 minutes ago" (well if he did I would not be calling to ask why the installer was not there).
9 minutes later I receive a call back and was told that the installer was out of town and could not be reach (cell phone issues in the area) but he would be there sometime now today for sure. I informed him that sometime today was not OK with me; I was then questioned as to why? If I needed to go some place or had something else to do. I informed the contractor that I did not have anything else to do except get the carpet installed in the house and then of course put the house back together (replacing all of the furniture etc) the contractor told me that they would help.
I then called and spoke to Lowe's who actually seemed to be upset right along with me and told me that this was unacceptable, that they would call me right after they called the contractor. For which they did and of course Lowe's said that the installer would be there in one hour, so I started my stop watch. I decided to leave and get lunch when less than two blocks from my house and less than one block from Lowe's I receive another call from the contractor giving me a time of 3:30PM and of course that would be more like two hours not one. I told the contractor that was not OK and that I would handle it now on.
I drove the few hundred feet to Lowe' and spoke to the same person who was dealing with me before (this site does not want me to use there actual names bet that I have everyone's name and dates and times I spoke with then written down) she too was even more upset and basically went off or at least as much as she could do officially.
Now the new deal was 3PM with one truck to deliver the carpet and then the installers would be there at 3PM. Any guesses on what happened at 3PM? That is correct nothing, except me waiting for a install crew, when I receive a call from Lowe's around 3:10PM asking if the crew was there that she just spoke to them and they gave a 5 minute eta. I then look outside to see a person setting in a car parked across the street and could tell that he had something to do with this.
Then a pick up truck with a trailer drove by and parked down the street after a few minutes parked in front of our location and then another truck came all totaled I do believe there were four people there. (For a few minutes) The installers quickly came up to the door and introduce them selfs and explained that they were called off from another job to complete mine and they had no idea what happen. I of course did not really care at this point but it was the most professional thing that has happened.
They started right away removing the carpet from the porch (where I put the carpet) and then went inside to see what they had to do since they did not know anything about my job. Once things started things moved fast they did a once over on the job to get an idea and to make a plan, they put the glue, padding and tape down fast and did a good job of it. Then all hell came down when the installers (at this point seem to be the only ones on point and doing a good job) "ran the numbers" measured the carpet and found out that they did not have enough to complete the front room correctly (with only one seam) let a lone complete the rest of the job.
That's when they stopped (as they would not get paid to install the carpet it the job was not complete and sense this was a custom order) the new carpet would have to be ripped up and replace do to the difference in the dye from one run to another at the factory. Mind you it was about 100 degrees I moved everything out of the house, cleaned, vacuumed and swept the house for them, so I can make sure the job was cleaned to my standards. And I had been waiting all day and been on the phone with the (what was now the) sub-contractor and Lowe's. So I just wanted the front room to be done so I can move the furniture back in.
When I called Lowe's the amount that they cared about was much less and let's just say I could tell they did not want to deal with this matter anymore. Several calls more and just asking the installers to get the job done that I would pay them myself. They immediately said no that they would do the front room that they understood and they did the front room. I called Lowe's one last time and spoke with the same female as always and she told me she should have been off an hour ago and would not be in tomorrow (Friday) and that someone else would call the mill to get another complete roll.
I then asked her who I could yell at Lowe's when the job is done, she told me the manager on duty I informed her to make sure to tell them about me as I plan on yelling at someone just to make me feel better (let's face it at 6 something at night not much can be done but to reduce my stress by yelling at Lowe's for hiring contractors that just hire another sub contractor that hires guys to do the work for Lowe's) she told me she would.
Later that night after I put the house back together, I went to Lowe's and of course found three workers standing and talking together when one of them did the second worse thing one could have done. One of them asked me how I was doing? So I told them. I told them I would be doing a lot ** better if Lowe's would hire someone to install my carpet right the first time and not hire someone who hires someone else who then hires someone else. I even asked if the lady that was talking to me was the manager on duty she said yes, I told her my name and asked if she knew of me. She did not, that is when everything went once again to hell.
It seems as though she feels that customers who have been screwed with the whole day should be nice and sweet and take the time to tell the story twice all while she did that head neck thing that I wanted just to pimp slap her. (But that would be illegal) She then told me that "you can leave the store" while pointing I told her she calls the cops that's when the male worker said to call 911. I told the manager to make sure to tell them my name, so they know it's me. She then made another comment and by then I had 5 workers all up in my business more concerned over the fact that I stood up to the manager than anything else.
The manager even refused to give me the district manager's name she told me that was confidential information so while I was waiting for her to call the police (I guess dialing 911 is harder for her to do then most) I called the Lowe's toll free number and after asking twice for the same information I was given the name but no number that all they could do is forward a message. As I walk ever so slowly out the door I called another store and asked them how to reach the district manager and they gave me the name and number of the store that he works out of.
So while waiting for the police to arrive I was in my car with the a/c on calling the Lowe's store that the GM worked out of and leaving a message for him. As of now what 2:10 AM Friday 03-29-09 I emailed Lowe's via their website, and look on the internet to find if anyone else had issues with Lowe's and that's how I found this site.
FYI: Based upon the information that I have Lowe's hired general contractor "A", who then hired sub-contractor "B", who hired two guys as independent contractors working through the sub-contractors license but not as employees. The kicker is in California as you may know we have rules for rules upon rule for things like this. An independent contractor (a guy with not state license) can not be hired to work for a sub-contractor as a I/C and use the sub-contractor's license. There needs to be an employer/employee relationship between the two with the proper insurance and tax liability being address.
So now my next step is to: contact the State Contractors License Board, contact the State Labor Commissioner, contact the State Workers Compensation Board, and contact my credit card company and dispute the thousands of dollars as product never received, damaged product. Maybe by then someone from Lowe's corp would have contacted me.
TAPPAHANNOCK, VA, VIRGINIA -- I am a kitchen specialist and I love working with my customers to make their dreams come true. I have a few suggestions for those planning to purchase.
A new kitchen takes about 3 months from the date of cabinet purchase to the time the countertop is installed and the kitchen is ready.
Accurate measurements are critically important. If you don't feel confident in the measurements have your installer make them for you. Lowe's will make measurements if you plan to have them do the install.
You should start your kitchen design several months before you intend to purchase - that gives you time to think about it and reflect on your choices.
A kitchen designer will give you ideas and suggestions and will warn you about potential problems. As long as the kitchen plan meets local building codes you have the final say about what is in your kitchen and where it is located. Don't be afraid to tell the designer what you want. Getting the kitchen you want is your responsibility.
When the cabinets arrive have your installer open them IMMEDIATELY and inspect each cabinet carefully. Call your designer immediately if a cabinet is damaged. Replacements will usually come within 10-14 days.
Above all else DO NOT INSTALL ANY CABINET that fails to meet your expectations. You have return options that will allow you to make corrections and adjustments for minimal charges or for free depending on the circumstances.
ONCE A CABINET IS INSTALLED IT CANNOT BE RETURNED.
There is a time limit on returns. Discuss those limits with your designer. Be prompt in looking at your cabinets and reporting problems.
Be prepared for delays. A delay is as frustrating to the designer or installer as it is for you. However, installing damaged or the wrong size cabinet will not save time -- it just prolongs the process and leads to a frustrated homeowner.
Designing a kitchen is a very tricky process and there are many different options and issues that must be considered. Even the best kitchen designer will occasionally fail to take some critical detail into account and even the best customer will sometimes forget to tell a designer a critical piece of information that results in a design problem. Most Lowe's designers do not visit your home when making a design so the designer can only work with the information you provide.
Before you purchase, go over the design with your installer. Once the cabinets arrive, go over the design again. The most typical design problems occur with oven cabinets, working around obstructions (windows, doors, switches) or with clearances for cabinet doors. If there is a design problem it can usually be resolved at little cost or for free if the problems are discovered and corrected before installation begins.
The consumer should expect and receive prompt attention to problems and courteous and responsive service. Consumers should also understand that designers are human and when problems occur, they should also be treated considerately. With a good dialogue most kitchen problems can be resolved to everyone's satisfaction.