Lowe's Complaint - Never Buy From Lowe's - Kitchen Cabinets
SACRAMENTO, CALIFORNIA -- I will try to shorten this as much as I can. My husband and I decided to redo our kitchen. We took out a home equity loan so we could pay for this. We decided on "diamond" brand. They were rated #3 on consumer reports and Lowe's is the only company in Sacramento that carries them. We met with the "kitchen specialist" on 4/16/05. We went over some things and paid the $70 measuring fee and made the appointment. I took half the day off from work just to get home and have a message saying Sarah (k/s) called in sick so we would have to reschedule. I called and asked if anyone else could do the measurement because I took the time off work so I would be home. They told me no,so I rescheduled. I should have known then that that was a bad sign. On 5/14/05 we paid (in cash) $13,918.32 for our cabinets. Sarah the so called specialist (joke)told us not to tear out our kitchen until we receive a phone call about a week before the new items would be delivered.
On 6/6 I received a call from Rodvold trucking saying my items were in and they were going to deliver them the next day. I told the women that we were told we would get about a weeks notice before delivery. She said they would have a truck in my area and they would be coming and someone had to be there to receive them. We do not have a garage so they put them in the back yard. Well just my luck it rained that night and my husband and I were up at 4am trying to get as many as we could in the house. I was so upset I couldn't go to work that day I was trying to get all the cabs. out of their boxes to make sure they were ok. I called Sarah that morning to let her know. I looked over the packing slip and saw that the trucking company was located in Sacto. so they could have held on to them for a couple of days so we could be ready,also the slip said the truck was in 2 accidents. I told her all of this and she said she was sorry and gave me the contractor's phone # so that I could set an appt. with him to come and inspect them.
The contractor Ruben and 2 other men started on 6/21. He said he had to leave at 10:30 to pick up his kids. If we had known that they were only going to work for a few hours my husband wouldn't have taken a whole day off, also on the first day one of his workers cut the molding wrong so Ruben said he would let Sarah know so she could reorder. He said she was in computer training all week but would leave her a message.I called her on Sat. and she was at lunch. I left a message for her to call me and she didn't.I called her Sun. and she said she was with a customer but she got Ruben's message and place the order first thing Mon. morning. I was off work that day so I decided to go in and talk to her in person,come to find out she didn't work again until Wed. I told Richard another (k/s) all the problems that I was having with the contractor and her not returning my calls. Long story short it is now 9/30 my kitchen still is not done! I wrote a letter to the corporate office sent e-mails talked to 4 different store(shift) managers trying to get to the head person in charge. On 9/6 Sarah came over with a new contractor to see if he could fix all the mistakes that the other contractor made. They talked about patching holes and covering mistakes with skins. I told her if they were not going to replace the product that I wanted part of my money back. She told me to call her the next day and let her know how much I wanted,only after that did the store manager speak to me. So now we are waiting for new cabinets to come in.
I decided to check the new contractors license and it checked out ok. I checked on the first contractor's and found out that his license had been suspended and he received a new one under a business name that he created.The web site also let's you check on their employees but he was the only person with a license. I called and spoke to the California state board and come to find out he is the ONLY person that should have been doing work in my home. He worked the first day,the rest of the time he had a couple of other guys (I did not get there names) and Rolondo doing the work. Well according to the state board as of 9/2004 Rolondo does not have a license and Rubin has no employees listed and holds no insurance so they said that he should have no one working with him. I called Mike (store manager)at Lowe's to inform him that they are having an un-licensed contractor work for them he said he would look into it (ya right!). I also called their customer care service to let them know that they are false advertising and that I have a signed contract stating that my kitchen was supposed to be done 7/30.
I have been lied to, put of and am out over $15,000.00 (including counter tops, handles and pulls) and my kitchen is not done. I have two kids. We have no kitchen floor just the sub-floor because we can not put that in until the rest of the work is done. My advice is to NEVER shop at Lowe's. They have the worst customer service I have ever seen!!