Lowe's Complaint - Poor Customer relation and follow through
FAYETTEVILLE, NORTH CAROLINA -- On December 8th, 2010, I made a cash upfront payment for Viatera countertops to be installed by Lowe's. I had provided a preliminary measurement to their representative and got a quote. No one came to my house to measure anything. After about a week of not hearing from them, I called to ask on the progress of the project. I finally got a response and was told someone would call me to schedule a template.
Through new planning, and seeing that no one was doing anything definite to install the countertop, I had a new small cabinet added to the plan, which also needed countertop. I contacted the salesman at Lowe's and he told me to just tell the template man when he got here. I was also informed that I supposedly changed the type of edging which I had never even gotten approached with at the ordering time. No type of sink, faucet, nor the fact that I was responsible for having the old countertop removed and a plumber to install the new sink was ever discussed. It was like pulling teeth to get any information and everything turned out to be a new surprise.
Several days later someone from the Viatera company called and told me the sooner someone could come to do the template was on December 23rd. I agreed and two weeks or so later the template man called to say he would be there around 10:00 in the morning. When he arrived, I found out about the removal issues and the plumber requirement. I agreed and the template went well, I thought. I knew it would be a little bit more money than the original price, but when I received a call because I called again January 5th or so, I was told that the price was now doubled. And of course, there is no date set for the installation as of yet.
In the end, I had paid thousands of dollars for a project that had no definite vision of conclusion and that no one was responsible for. From over $2,000. dollars, the project went up to $5,100.00 dollars, plus, I had to spend more money having someone remove the old counter-top and install the new plumbery. I had to insist on a review of the charges only to have the salesman remove the sink charge for a sink that was supposed to be free anyway. The price went down to $4,843.00 and I was supposed to feel good about the new change. The whole thing left me with a bad taste in my mouth and knowing that this is no way to do business. As a result of this bad experience, I have cancelled my contract with Lowe's.