Lowe's Complaint - Lowes Damaged My Floor and Won't Pay for Damage in Full
CHAPEL HILL, NC -- I recently moved into a brand new home.
I purchased a stove, refrigerator and dishwasher from Lowes in Chapel Hill, NC two months ago. They were slow to get someone out here to look at the damage. A gentleman named Mike Calzaretta finally came by. He was very polite and acknowledged the damage. He tried to repair it, but was unable. He said I would have to file a claim and said I would hear from someone.
It took a while, but I finally got a message from a lady at a company called SRS. Her name was Christa McNear (not sure if this is exactly her last name) and she talked so fast that I could not understand her. I had to listen to the message 7 times before I could get the information.
I immediately faxed a price quote from a flooring company along with an explanation of what happened per Christa's request. I also returned her call and she did not call me back.
Three weeks later, no response. I called Christa again and also faxed the requested information again.
I still did not hear from anybody. I called the store and talked to Mr. Calzaretta. He passed the buck onto SRS, the insurance company.
I left another message for Christa and called and talked to the manager at Lowes. He got me a phone number to reach Christa's manager, a lady named Ann Hewitt. She was very polite and told me that the reason Christa did not return my call was because she was waiting for more information. I told her that it was very annoying that she did not return my call and I deserved a status report on my claim.
Finally, I heard from Christa McNear and she told me that she was waiting to hear from Mike Calzaretta, that the store wanted to talk to them before they paid my claim. She said she was playing phone tag with Mr. Calzaretta and hadn't reached him yet.
When I called Mr. Calzaretta he told me that he had talked to SRS and said there were no messages for him. He passed it on to SRS and claimed that once it was in there hands, he had nothing to do with it.
I finally got a call from Christa. She told me that the delivery people claimed they did not do the damage because it was not on the original paperwork when they delivered the refrigerator. The fact is, we did not notice the damage until after they had left. We weren't even in the kithcen when they installed it. Mr. Calzaretta acknowleded the damage when he was here and it was so obvious that they had caused the damage.
The price quoted me to replace the floor was $925. The insurance company only wants to pay half because it was not acknowledged on the original delivery paper work. So, in addition to paying for the appliances, I now have to pay an additional $462 to have the vinyl floor replaced.