Lowe's Complaint - Poor service/warranty
In 2005 I bought a Troy-Built riding mower from the Lowes in Elizabethton. After using it for les than 3 month's a "cast iron" piece on the mower cracked. I called the Lowe’s Service Center and for 1 month I didn't hear from them again. I called the Lowe’s Service Center after 4 weeks had passed, and was promised and given a pick-up date for my mower.
Anyway, on the promised day, I waited that day, no one came or even called, I waited two more days. Than I called the Lowe’s Store and complained, told the manager of the service that I hadn't received.
On May 9th I called the Lowe’s Service Center the person at the Lowe’s Service Center told me that it was the beginning of mowing season and there was no telling when they could get a repair service to pick-up my mower for repairs, than laughed and hung up. So truthfully that really just got my goat, not the repairs the laughing.
On May 11th, the Lowe’s Customer Service Center called and actually set a pick-up date.
I waited on the appointed day, than the rest of the week no-one ever came or called about the mower. So I bought another $43.00 belt on the mower used it carefully, the belt still slipped occasionally, I just got off and placed it back on the pulley.
July 3, the mower broke the belt, and the deck had starting cutting my grass uneven, one side lower than the other. I called the Lowe’s Service Center and this time they actually sent a repair service to pick up my mower. Would you like to know why I hadn't received any service until now, the repairman said that they were given the wrong home number for my residence and unable to contact me. Storm Service Center took my mower and keep it until July 31
I started the mower, and since my yard was in need of mowing I began to mow. As I was mowing I began to notice sparks coming from under the engine, I stopped the mower, looked and seen at that time nothing that could cause the sparks. I resumed mowing, and every time I lifted my Blade up to go around or over obstacles in the yard, sparks would fly from underneath the engine compartment. Again I stopped the mower, this time I raised the deck and noticed it proximity to the main pulley underneath the engine. I had my wife come and start the mower and left the deck, that’s when I saw the front top of my mowing deck was striking the pulley underneath the engine that drives the mowing deck belt, I also saw that there was no guard on the front engine pulley.
The sparks came regardless if the blades were engaged or not.
I took the mower back myself to Lowe’s in Elizabethton, I brought the Department manager for Mowers out to show him the problem. He agreed that sparks from under the engine was a serious safety hazard, and stated not to worry it could be taken care of by the service center. The mower was unloaded on Aug 11th, The next week I was called and told that there was two different type of blades on my mower, that the shafts on the mowing deck had been damaged, causing the pulleys on the deck to spin unbalanced causing the belt to come off.
The problem that I returned the mower for wasn't even addressed, and still hasn't.
It was the principle that I bought in good faith a mower, and purchased an extended warranty for an additional $189.00 but it seemed I wasn't making any progress with repairs. any repairs over $255.00 dollars had to be approved by me before the mower's blades could be repaired, with me paying for the repairs. I declined to have the mower fixed and asked for it to be returned to me. Actually I went on a Saturday, and spoke with an assistant manager, told him who I was, where my mower was, and that on the following Monday I would be there to pick up my mower in the early afternoon. And if it wasn't there I would report it stolen (this because earlier I was told I would have to pay $300.00 dollars to have an un repaired mower returned to me by the store manager, which I thought was absolutely ridiculous)
The Manager I spoke with was very rude, so on Monday, two weeks after I had taken my mower to Lowe’s for repairs, I asked for my mower, the manager stated he was not going to release my mower, so I called local law enforcement officers to report my mower as being stolen. This made the manager very angry. Later that same day, I called Lowe’s HDQ in North Carolina and my mower was returned to me the next day.
Two month's later at the Football Game, , I was standing alone. When the store manager came up behind me, asked my name, then began this tirade about how stupid I was to want my mower repaired, how ignorant, and other ###$$ language. An attempt to start a physical altercation.