Lowe's - Poor Consumer Help and Does Not Stand Behind Products
Furnace & Heat Pump - Complaint
LAUREL, MARYLAND -- On June 4Th contacted Lowe's about my air conditioner. I was told we needed a new furnace and heat pump. A few days later a salesman from Lowe's and another man who said he was with Trane came to our house. I am 65 in very poor health and need air conditioning for COPD, heart problems, etc. my wife is 73 and we have our house up for sale since July and have a contract on it. On June 12Th or the 13Th the furnace and heat pump cost us $5482.00. Prior to signing the contract my wife did not go over the full content of the sales assessment or sale sheet. We put $500 on a debit card, $3030 on our Lowe's credit card and the rest on our Capital One credit cards. I am on a small social security, when I was declared disable in 2007. My wife has a small pension from the Federal Gov't. We signed the forms believing everything was on the up and up. On one of the forms it said reuse lines and in another space it read reuse/flush existing lines. We were under the impression that everything was good to go. On August 24Th, 2012 I went to my family room and water was slouching in my carpet. My wife called All Pro who installed the furnace and heat pump made an appointment and a friend of ours said you have a leak get a plumber. My wife called All Pro back and cancelled the service call. I contacted a Plumber Fred and Son and he was at my house in 40 minutes. He cut a piece out of the ceiling and the ceiling was dry he cut a piece of dry wall from the wall where the pipes are and he saw the water coming back in from the condensation line. He said you need to flush the line and have it snaked out. He charged us $120 for the service call. I then went to the phone book and called Michael and Son's they came out and charged us $89 for a service charge and they said the same as Fred did. I looked at All Pro Services bill and it said heating and air conditioning also plumbing and fitters. I called back All Pro and asked a lady name Louise to send someone out and was sorry for the mix up. A service man showed up looked at the wall and the leak and stated we don't do that kind of work, his name was Jerry. I said to him how in the hell am I going to sell this house to a lady who put a contract on it. I will loose the house. He said I do not get into those kind of issues. I called my realtor and put her on a speaker phone and he walked into another room. At this point it cost $209 for two estimates I called Lowe's on several occasions and all I got was from them some one will call you back. This was on a Thursday from 10:00am til 4:00pm then I asked for the Corporate Office I must have spoke to 12 different service providers. I called All Pro Services back and asked to speak to Bill he is busy call back. An hour later I called and was told to send him a fax so I went to Staples and sent him a fax, still no reply. On Friday I called All Pro Services again and a lady named Laura told me Bill was out of the office. I called back 2 hours later and was told by some man that Bill was busy.
Finally I called the Lowe's store back and spoke to an assistant Manager and he told me he discussed this with his Manager Frank and he provided me with a claim number and a phone number and to call the next day. On the 26Th I called and was transferred to the legal department and spoke to a John [snip] who was not polite or how are etc. in a business. I asked him about the claim number I submitted to him and his reply was "it was denied". I told him my situation about my house and that the work was not done properly then Lowe's and All Pro Services should stand behind there work and word.
I was so up set I could not do anything that day and passed out from the aggravation and my blood pressure was 188/108, I was in bed 402-A at Laurel Hospital as my wife had to call 911.
I was released from the hospital 21/2 days later and I called the store again and spoke with a Donna who gave me a new complaint number. I can and John got on the phone and I told him I have a new claim number and he said I am denying that. I asked if he was a lawyer, a heating and air conditioning person, a plumber and electrician and he said no to all of them. I asked him then how do you know who to approve and not to approve. I have contacted the BBB, in Washington, DC area 2 TV channels 7 on your side and McGinty's mailbag on channel 9. I have also posted on Angie's List, Consumer Complaint Agency. My home insurance is not paying for a plumber but is replacing all my carpet, paint the entire family room, had a restoration company to bring in large fans and a dehumidifier til Tuesday. Not only did I pay the $120, the $89, the $250 deductible plus $503 to the plumber and $25 to Consumer Complaint agency. I called Lowe's credit card Company GE money and told them I am disputing my balance on my bill. If the Corporate office is willing to reimburse me $989 for what I have paid out of pocket I will be glad to pay the balance of my bill.