Lowe's Complaint - Carpet Installation
KANSAS CITY, MISSOURI -- Visa charges:
2/14/07 Sale Lowe’s 4133.24
2/14/07 Actual Carpet and Installation Price 4132.08
3/19/07 Sale Lowe’s 1620.00
3/19/07 Return Lowe’s -1716.00
3/26/07 Sale Lowe’s 1296.00
3/26/07 Return Lowe’s -1620.00
2/14/07 Selected and Paid for Carpet and Installation – Setup installation for 3/16/07. We chose 4 different colors for 4 rooms with premium pad. Colors – green 12x15, light tan 12x15, pink 12x19, and grey 12x66. Total Square Footage = 1350. Lowe’s had a sale of 20% off of materials and installation. To move one piece of furniture one direction = $30 extra.
3/16/07 Installers arrive. We checked carpet condition and colors. The pink had a large stain in the center. We received the light tan at 12x66. Manufacturer sent a darker tan for the 12x15 and the grey was 12x15, not 12x66. Installers only put in the green carpet.
3/16/07 My husband comes home just for this installation so that we can move the furniture. We did not want to pay the extra money. My husband travels a lot for his business.
My husband was upset and drove up to Lowe’s to speak with flooring. Said they would give us 25% off our order for the incorrect carpet order. Kyle would expedite reorder. We did not receive this discount in writing.
3/19/07 Carpet was reordered. Visa was credited $96.
3/22/07 Visa showed credit. Called Kyle to tell him $96 was not 25% of $4132.08. He said he would correct it.
3/28/07 Visa showed credit. Called for Kyle but had the day off. Spoke with the Manager, Brad. Brad said he would sit down with Kyle and correct this. Brad said the 25% was off materials only. This was new to us. FYI, 25% of materials only ($2745.00) is $686.25. The Visa credit still due of $266.25 has not been shown as of April 8, 2007.
4/03/07 Carpet arrives (so much for expediting the reorder). Jim from the carpet installers calls. Installation date set for April 6, 2007.
4/06/07 Installers arrive with carpet. I asked if they checked the colors. Everything looked good.
4/06/07 Brian (head carpet installer) tells me he needs 12 more feet of the grey. Calls Jim and Jim admitted to miscalculating required carpet. Jim goes to Lowes and orders additional carpet. In the meantime, the installers put down the carpet where they could. Our house was supposed to go on the market today, but could not because of the carpet errors. The install was completed at 4:00 pm.
4/07/07 Inspected the installation. Pulled out the digital camera and started taking pictures of gouges, smudges, scratches and errors in the carpet. I only did this when I found the master bedroom/bathroom suite had a piece of Carrara marble tile cracked into 4 pieces. The installers tried to hide it by gluing the tile back together.
I also found 1 hole (3/8” diameter) in the dining room, 1 hole in the master bath (1/2” diameter), 1 manufacturer’s purple stain (1/2” diameter) in the master bedroom and 1 manufacturer’s purple stain (1 inch diameter) in the master lavatory. Our fireplace tile had a glob of iron glue at least 4 inches in length and 1 inch in width. One of my pictures actually shows the iron mark left on the tile (approximately 5 inches by 2 inches).
The pins to the door hinges were not reinstalled completely. The newly carpeted rooms were given a quick vacuum. The edges were not vacuumed. The window sills still had padding and carpeting on them which should have been wiped away. The tiled area where the installers had their toolboxes was not vacuumed. Hundreds of pieces of carpet were left there for me to vacuum up.
Our handmade mahogany staircase has scratches and gouges from hammering and moving carpet to the downstairs areas. Some scuffs are at least 12 inches in length.
4/08/07 I still have not edge vacuumed the other rooms. As more issues arise, I will be taking pictures to document this mess. So far I have 40 megabytes of pictures consisting of 57 pictures.
I now have at least one entire week of vacuuming, caulking, sanding, repainting and resealing (staircase) that needs to be done before our house can go on the market. Also, the Carrara marble tile needs to be replaced.
There is still no carpeting in the staircase and ½ bath due to the miscalculation of necessary carpet.