LOWES HOME IMPROVEMENT DON'T STAND BEHIND THEIR PRODUCTS
THIS IS MY FIRST COMPLAINT AGAINST LOWES HOME IMPROVEMENT. IN MAY OF 2001 I PURCHASED A FRENCH PATIO DOOR, WHICH WAS PAIED IN FULL AT THE TIME OF PURCHASE.
IN JULY OF 2001 I CONTACTED A SUPERVISOR AT LOWES TO LET THEM KNOW THAT I WAS HAVING PROBLEMS WITH THE DOOR.
THE INSIDE LOCK WAS BROKEN AND THERE WAS AN OPEN SPACE ON THE TOP, WHERE YOU COULD SEE OUTSIDE, THE SEAL WAS BROKEN AND MOSITURE WAS GETTING INSIDE,AND IT LEAKED WATER COMES IN ON THE BOTTOM WHEN IT RAINS.
THE SUPERVISOR SAID IT WAS THE COMPANY THAT INSTALLED THE DOOR.
THE WERE CONTACTED AND RESPONED,IN WHICH THE SAID, THE DOOR WAS BAD AND WASN'T THEIR PROBLEM.
THEN LOWES WAS RECONTACTED AND THEY SEND A REPRESENTATIVE, HE DETERMINED THAT IN FACT THE DOOR WAS DAMAGED AND SAID THE COMPANY WOULD CALL ME.
I WAITED A WEEK AND NO ONE CALLED SO I CALLED THEM THE SUPERVISOR WAS OUT AND WOULD CALL ME BACK.
I WAITED ANOTHER WEEK NO ONE CALLED. SO I RE-CALLED THEM AND LEFT ANOTHER MESSAGE.
WHEN HE DID CALL ME BACK HE SAID IT WASN'T THEIR RESPONSIBLY AND THEY WOULD HAVE THE MANUFACTURE CONTACT ME.
WHICH THEY DID AT FIRST THEY MAILED ME A NEW LOCK FOR THE DOOR. I CALLED THEM BACK.
THE SUPERVISOR SAID THEY WOULD INSTALL A NEW DOOR FOR ME AND THAT HE WOULD CALL ME AND LET ME KNOW WHEN THEY WOULD BE IN BLANCHESTER.
HE SAID IT WILL BE IN DECEMBER. I HAVE CALL HIM SEVERAL TIME AND LEFT MESSAGES, AND I AM STILL WAITING.
I FEEL THAT I HAVE BEEN MORE THAN PATIENT. AND HAVE BEEN TREATED
UNFAIRLY.
1 Updates & Rebuttals
Alicia
Rancho Cucamonga,California,
U.S.A.
Lowe's is Doing You a Favor
#2UPDATE Employee
Fri, April 04, 2003
You may have had some damage to the lock, which has been replaced for you, but your concern should lie with whoever installed the door for you. Sounds to me like the supervisor you spoke with was correct given the description of problems you had with the door. I have coordinated a Lowe's Installed Sales Program for nearly two years and have been to numerous door inspections with manufacturers and installers. Any space showing means your door is not hung square or plumb, your weather stripping could've been damaged when installing the door and more caulking was probably needed under your threshold.
Lowe's not only replaced the parts you needed and had them directly shipped to you, but also offered you a new door AND installation, even though it was not installed by a Lowe's Installer. Yes, they should have followed up with you by now, but ultimately it is not Lowe's responsibility to reinstall a new door for you. Again, whoever installed your door SHOULD be responsible, but Lowe's is trying to take care of you as a valued customer and offered more than you paid for. It is not free for our installers to install product; and in most cases, door manufacturers will not take back doors, which doesn't make a new door free either.
I would make another call to the supervisor with whom you spoke originally. If you're positive the store is installing the door and not the manufacturer, speak with the Installed Sales Coordinator. And be pleasant with your Coordinator and your Installer; they ARE there to help.