Lowe's

Beware Lowe’s new corporate managed installation program. Keller was assigned as the installer of our Lowe’s-purchased tile installation for our bedroom and bathroom floor and trim. We paid over $4400 to Lowe’s for material and labor in December of 2020 for 380 sq feet of tile. A small portion of this—30 sq feet- was a wainscoting on one bath wall, measured by Lowes and expected to be part of the job. Upon completion of the flooring portion in March (multiple screw ups by Lowe’s Installed sales and Keller in ordering materials, providing credentials to condo and getting Town) Keller REFUSED to install the wall portion. “we don’t do walls for Lowe’s”. An initial moonlighter from Keller offered to do the walk for an additional fee of $300–but backed out the night before he was to come and do the work. In the meantime, I had complained to Lowe’s corporate and after hours on hold and repetitions of the tale I was offered a $150 Lowe’s credit towards the $300 quote, which I accepted. It took a week to find another tile installer, who finally settled on a $600 fee for the tiny wall install, leaving me still $450 out of pocket beyond my initial $4400 fee. I was directed by Lowe’s third party “Installed Sales” coordinator BACK TO THE STORE MANAGEMENT for resolution of any disputes. Today, April 3 I was called by the store and told that no adjustment would be forthcoming. Under their new system of managing third party installers, Lowe’s corporate has abdicated all oversight to a third party management company, and they take No responsibility for customer satisfaction. Problems emanating from the absence of any real General Contractor are not going to be addressed, especially once Lowe’s has your money, and any adjustments are going to be the subject of he-said/she-said finger pointing and any deserved price adjustments are going to be hard to come by. Lowe’s needs to rethink this new installed sales system, as well as their new “Installation Made Easy (IME)” program for Major Projects, which is similarly plagued with lack of accountability once they have your money. Especially if you need multiple vendors, I would avoid Lowe’s until they get the bugs out of their new system. They invested a lot in their website emphasizing their new bathroom install relationship with ReBath; I can tell you from bitter experience they haven’t figured it out yet.

unknown

unknown