Lowe's Complaint - Never Ending Day Of Waiting For Carpet To Be Installed
WEST SACRAMENTO, CALIFORNIA -- I paid the 45.00 for a Lowe’s carpet person to come to the home to do a measurement of the rooms for which I needed done. Even though the sales lady did a wonderful job with just about everything she helped me with once it went to the third party contractor everything went to hell.
A person that I could hardly understand set an appointment for the measurements to be taken and of course he was late. He then advised the paperwork would be faxed to Lowe’s that day. (of course that did not happen) when after speaking with the contractor three times and waited for the faxed to be sent to Lowe’s (While I was waiting at Lowe’s) it turned out that the contractor failed to do a measurement for both 12 and 15 foot rolls. My sales person called the contractor and with in a few moments a new fax came in.
I then chose to purchase the much higher custom order carpet that would take about ten days to be delivered to the contractor.
I did receive a call from the contractor and an install date was made for yesterday 05-28-09 8-10AM, this was not the first date they had but the first date that I wanted.
On 05-27-09 around 6PM while getting the house ready for the install the following day I received a call asking if it would be ok if the time was changed to Noon-1, that the previous job was unable to be completed and the installer needed to return to complete that job before he could work on mine. I agreed.
On 05-28-09 at 1:05Pm with no call no email no text I called the contractor and asked why was the installer not here, he then replied… the installer did not call you? He was to have called you 40 minutes ago (well if he did I would not be calling to ask why the installer was not there) 9 minutes later I receive a call back and was told that the installer was out of town and could not be reach (cell phone issues in the area) but he would be there sometime now yesterday for sure. I informed him that sometime today was not ok with me; I was then questioned as to why? If I needed to go some place or had something else to do. I informed the contractor that I did not have anything else to do except get the carpet installed in the house and then of course put the house back together (replacing all of the furniture etc) the contractor told me that they would help.
I then called and spoke to Lowe’s who actually seemed to be upset rite along with me and told me that this was unacceptable, that they would call me rite after they called the contractor. For which they did and of course Lowe’s said that the installer would be there in one hour, so I started my stop watch. I decided to leave and get lunch when less then two blocks from my house and less then one block from Lowe’s I receive another call from the contractor giving me a time of 330PM and of course that would be more like two hours not one. I told the contractor that was not ok and that I would handle it now on. I drove the few hundred feet to Lowe’s and spoke to the same person who was dealing with me before (this site does not want me to use there actual names bet that I have everyone’s name and dates and times I spoke with then written down) she to was even more upset and basically went off or at least as much as she could do officially.
Now the new deal was 3PM with one truck to deliver the carpet and then the installers would be there at 3PM. Any guesses on what happened at 3PM? That is correct nothing, except me waiting for a install crew, when I receive a call from Lowe’s around 310PM asking if the crew was there that she just spoke to them and they gave a 5 minute eta.
I then look out side to see a person setting in a car parked across the street and could tell that he had something to do with this. Then a pick up truck with a trailer drove by and parked down the street after a few minutes parked in front of our location and then another truck came all totaled I do believe there were four people there. (for a few minutes) the installers quickly came up to the door and introduce them self’s and explained that they were called off from another job to complete mine and they had no idea what happen. I of course did not really care at this point but it was the most professional thing that has happened. They started rite away removing the carpet from the porch (where I put the carpet) and then went inside to see what they had to do sense they did not know anything about my job.
Once things started things moved fast they did a once over on the job to get an idea and to make a plan, they put the glue, padding and tape down fast and did a good job of it. Then all hell came down when the installers (at this point seem to be the only ones on point and doing a good job) “ran the numbers” measured the carpet and found out that they did not have enough to complete the front room correctly (with only one seem) let a lone complete the rest of the job. That’s when they stopped (as they would not get paid to install the carpet it the job was not complete and sense this was a custom order the new carpet would have to be ripped up and replace do to the difference in the dye from one run to another at the factory. Mind you it was about 100 degrees I moved everything out of the house, cleaned vacuumed and swept the house for them, so I can make sure the job was cleaned to my standards. And I had been waiting all day and been on the phone with the (what was now the) sub-contractor and Lowe’s. So I just wanted the front room to be done so I can move the furniture back in. when I called Lowe’s the amount that they cared about was much less and lets just say I could tell they did not want to deal with this matter anymore. Several calls more and just asking the installers to get the job done that I would pay them myself. They immediately said no that they would do the front room that they understood and they did the front room. I called Lowe’s one last time and spoke with the same female as always and she told me she should have been off an hour ago and would not be in tomorrow (Friday) and that someone else would call the mill to get another complete roll. I then asked her who I could yell at Lowe’s when the job is done she told me the manager on duty I informed her to make sure to tell them about me as I plan on yelling at someone just to make me feel better (lets face it at 6 something at night not much can be done but to reduce my stress by yelling at Lowe’s for hiring contractors that just hire another sub contractor that hires guys to do the work for Lowe’s) she told me she would.
Later that night after I put the house back together I went to Lowe’s and of course found three workers standing and talking together when one of them did the second worse thing one could have done… one of them asked me how I was doing? So I told them… I told them I would be doing a lot f…ing better if Lowe’s would hire someone to install my carpet rite the first time and not hire someone who hires someone else who then hires someone else. I even asked if the lady that was talking to me was the manager on duty she said yes, I told her my name and asked if she new of me. She did not, that is when everything went once again to hell. It seems as though she feels that customers who have been screwed with the whole day should be nice and sweet and take the time to tell the story twice all while she did that head neck thing that I wanted just to pimp slap her. (But that would be illegal) she then told me that “you can leave the store” while pointing I told her she calls the cops that’s when the male worker said to call 911. I told the manager to make sure to tell them my name, so they know it’s me. She then made another comment and by then I had 5 workers all up in my business more concerned over the fact that I stood up to the manager then anything else. The manager even refused to give me the district managers name she told me that was confidential information so while I was waiting for her to call the police (I guess dialing 911 is harder for her to do then most) I called the Lowe’s toll free number and after asking twice for the same information I was given the name but no number that all they could do is forward a message. As I walk ever so slowly out the door I called another store and asked them how to reach the district manager and they gave me the name and number of the store that he works out of. So while waiting for the police to arrive I was in my car with the a/c on calling the Lowe’s store that the GM worked out of and leaving a message for him.
As of now what 2:10 AM Friday 03-29-09 I emailed Lowe’s via there web site, and look on the internet to find if anyone else had issues with Lowe’s and that’s how I found this Site.
FYI: Based upon the information that I have Lowe’s Hired General Contactor “A”, who then Hired Sub-Contractor “B”, who hired two guys as Independent Contactors working through the Sub-contractors license but not as employees the kicker is In California as you may know we have rules for rules upon rule for things like this an Independent Contractor (a guy with not state license) can not be hired to work for a sub-contractor as a I/C and use the Sub-Contractor’s License. There needs to be an Employer/Employee relationship between the two with the proper insurance and tax liability being address.
So now my next step is to…
1. Contact the State Contractors License Board
2. Contact the State Labor Commissioner
3. Contact the State Workers Compensation Board
4. Contact my credit card company and dispute the thousands of dollars as product never received, damaged product.
Maybe by then someone from Lowe’s Corp would have contacted me.