Lowe's Informative - Lowes Home Improvement Store Refuses Manufacturer's Request
EDWARDSVILLE, PENNSYLVANIA -- Lowes Home Improvement Stores – 50 West Side Mall - Edwardsville. PA 18704 – (570) 285-6000
Last July I bought a Frigidaire refrigerator from the Lowes Home Improvement Store in the West Side Mall, Edwardsville, PA.
I purchased a Frigidaire because of customer loyalty to Frigidaire based on generations of family members who purchased nothing but Frigidaire appliances.
My decision to purchase my new Frigidaire from the Lowes Home Improvement Store appliance department based on price and availability.
On April 3rd of this year I called Lowes appliances in Edwardsville to report that my Frigidaire refrigerator was not properly cooling. Lowes instructed me to contact the Lowes Appliance warranty repair service to schedule repair.
April 4th – Lowes Appliances sent their repair person to assess the situation. Their repair person said that the problem was due to a defective evaporator and that it leaked the coolant causing the refrigerator to fail. He also told me that he did not have the part but that he refilled the coolant and would be back within the week to replace the part.
I waited 3 weeks for the repair man to return before calling Lowes appliances on April 23rd and I spoke to Michael, who said that Lowes had already paid the repair person for the service and it would be up to me to contact the repair person. He said that he was sorry but it was not a Lowes Appliance issue. I told him that this was now the second time that my food had spoiled and he said “I’m sorry but that is not a Lowe’s problem but they would provide compensation for the spoiled food.”
He then gave me the telephone number of their Lowes Appliance repair man to contact directly and schedule a return service call to finish the job. I called and was told to call back the next day between 11am and 7pm.
When I said that I would be out of town the next day I was told that he was out in the truck checking on the part and that he would call me back later that day.
He never called that day and he did not call or leave a message on Thursday so I called Lowes again on Thursday evening and after being told that my problem was not a Lowes problem and that I had to contact their repair person I explained that I was unable to reach him or get a satisfactory answer from him. Alicia, from Lowes appliances then asked me to hold and then came back on the line and said that Lowes was also unable to reach him.
I was asked what his diagnoses was and I said according to their repairman it was a defective evaporator. Her solution was that she would send me the appliance part and that it would take about 5 days.
I told her that a) I was not an appliance repair person and b) that this was a new Frigidaire refrigerator and under warranty. I also informed her that I am disabled and need to be able to keep my medicine and food refrigerated. Her next suggestion was that Lowes give me a $65 discount off of a compact refrigerator rental which they would provide.
Mighty generous of them, isn’t it? I buy a refrigerator from them and it fails under warranty, their repairman comes and says that the problem is a defective evaporator. He never returns to repair the situation which is covered under warranty and Lowes will be generous and give me a discount on the rental of a compact refrigerator!
At this point I asked for a replacement of the refrigerator. Lowes countered by saying that I would have to wait until they could get in touch with the repairman that they had already admitted that they could not reach to complete the work originally and that I would have to wait until they could talk to him.
At that point I asked to speak to a supervisor who had the authority to make a decision about the replacement of the defective Frigidaire refrigerator and I was put in touch with Laura from Frigidaire.
After some conversation Laura said that she would email the manager at the Lowes Home Improvement Store at the West Side Mall in Edwardsville and authorize that they replace my refrigerator and call me the next day.
True to her word Laura called at the time we arranged and told me that she requested a replacement of the same model Frigidaire refrigerator as I had purchased but the manager at the Lowes in Edwardsville said he would not be willing to do anything until he spoke to the unreachable repairman.
Laura said “I’m sorry” and I said that I was sorry too.
I am sorry that Lowes has decided to ignore a disabled person’s request for a simple warranty refrigerator repair and that it had escalated to this point. I also told her that I was sorry that I now felt that I needed to a) contact the Pennsylvania Attorney General’s Office and file an official complaint and b) that I would have to endure further financial hardship by filing a civil complaint whit the Edwardsville Magistrate’s Office.
Once again I explained that I am disabled and living on social security disability. I needed to keep my medicine refrigerated and that I also due to medical conditions that I needed to keep my food refrigerated.
Lowes has chosen to ignore the needs of a disabled person so now I have to find extra money to hire an attorney to protect my rights as a consumer and protect my rights as an American with disabilities.