LOWE'S

About 18 months ago I purchased three Lawson Storm Doors at this store. They were installed, and no problem for a little over one year. These were rather expensive doors with screen and glass that could be changed quickly with the screen rolling up when the top glass was in place. One day we noticed that the screen was not pulled down properly and closer inspection showed that a "clip" in the corner was broken, allowing the screen to become detached. The next day a flying rock broke the glass in another one of the doors. This broken glass was an accident, and no fault of the door. Within the next day or so I stopped in the Lowes store where I purchased the doors and asked about repair. The person in that department told me I would have to call Lawson's 800 #. I did and got the robo answer--we are very busy, remain on hold, which I did for over 30 minutes, and no answer. I called more times and got no answer except the robo message directing me to wait. After many no answer calls to Lawson I then called a local glass company and the repairman came to my house, looked at the door and said he had seen these doors, but never worked on them. He said he would call me when he got information from Lawson about how to fix them. A few days later a very frustrated repairman called back to say he could not get Lawson to answer, and he would go back to Lowes for further assistance. He did go to Lowes and after much discussion with an individual there he got then to call Lawson for him. The Lowes individual was able to get someone at Lawson to give him the needed information and he was told that the unit (glass and screen) would have to be ordered and the cost would be $87.00 each. It took 2 weeks for the order to arrive, and we finally got our doors repaired. The total cost was $298.00, and the excellent repairman, I thought charged a very reasonable fee for his work, including two trips to my house. Had he not been willing to "go to bat" for us at Lowes we would still have two broken doors, waiting to learn how to repair them. I think Lawson was very unresponsive and the fact that Lowes had to be prodded into helping contact Lawson was no better service.