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 Lowe's (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 Lowe's 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 Lowe's 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 Lowe's 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: of questionable quality to be used as safety gates; gates opened in the wrong direction; the gates were not self-closing; latches did not meet code; 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 Lowe's installation staff when they again came to my home. The following question and answer transpired between LOWE'S employee **, the Installation Supervisor, and **. MR. **: “I'm going to ask you a question – how would you like having your kids living on this street with ** gates like this with an in ground pool? You would be scared ** wouldn't you.” **: “Yep”. MR. **: “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 then requested that Lowe's reimburse us for the loss of our backyard and swimming pool for the year of 2009. Lowe's 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 “Lowe's Shuffle” for what it really is to would be customers.
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!!!
FORT MYERS, FLORIDA -- Installer showed up an hour late, he did not call to tell me he would be late. When he got here, I discovered why he didn't call me... neither one of the 2 installers could speak a lick of ENGLISH!!! It is not my fault that I don't speak Spanish. At the very least Lowe's should be considerate enough to send an installer that I can COMMUNICATE WITH!!! When the installer arrived, I live in a gated community, 15 mph posted limit and the installers speed down my street at 50 MPH at least, my neighbor says he thought it was even faster than that. The installers flew past my house 2 times and then started to leave my park.
I called the dispatcher and told her that she needed to call them and tell them to look at the addresses more closely, which they could not have done at all the first 2 passes by, because they were going so fast. I could not discuss the installation with the guy at all because neither one of them could speak a word of English!!! I gave my gate code to Lowe's to get into my gate. Now these 2 total strangers have my gate code and can feel free to come back anytime to steal if they wish!! I just assumed (my error I guess) that they would send installers that would be trustworthy. I won't be buying anything from Lowe's from this point on.
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 17 days 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 Frig @ $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 ** and Lynn ** 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 ** 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.
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.