Lowe's Brockton

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On August 18, 2013, we went to Lowe's in Brockton and picked out a garage door, and paid a deposit to have someone come out to measure for our replacement garage door. As we were moving out for a major house renovation on October 1st and needed the garage for secure storage, we were very specific about needing the installation to take place on a Saturday in September (any Saturday, but it had to be in Sept.) and were told that it wouldn't be a problem. The day of the measuring appointment, the contractor was hours late for the appointment and did not apologize for his tardiness. We also found out that he was actually not an installer of the door we chose, but a rep for a different firm. (When we later questioned the Lowe's rep about this, we were told that we didn't have to go with the door firm the man represented, Wayne Dalton, but that Lowe's had scheduled the Wayne Dalton rep to do the measuring because his firm could get it done the quickest.) Once Lowe's received the measurements from the contractor, we went to the store to purchase a door. We ultimately let ourselves be talked into getting a Wayne Dalton garage door (we were told by the Lowe's salesperson it was a better door, better deal, quicker install). We then paid for the door and installation, and waited about two weeks for a phone call to schedule the install. The call never came and I began the first of what would be numerous calls to Lowe's to find out the status of the door installation. Although the ladies working in Lowe's installation scheduling department were very polite, they were unable to determine the true status of my door. After multiple phone calls of them telling me that the installer had my door and would be contacting me (which did not happen and Lowe's did not return or follow-up on my first few calls), they later told me that the installer had spoken to me and that they were waiting for my siding to be finished before scheduling the installation. As the contractor had not spoken with me and I was not having siding installed on my garage, it was obvious that someone was either calling the wrong client or was not telling the truth. By the last week of September I was at my wit's end. When I finally received a call from the installer (it was September 25th or 26th), he proceeded to tell me that he didn't do installations on Saturdays, which was absolutely not what I was told by Lowe's from the start. The installation finally ended up taking place on Monday, September 30th, the day before my moving truck was to arrive and the installers were even late for the installation. The door itself seems fine. However, I'm not so sure about the install. If there wasn't a rope tied to the track the door is installed on to keep the door from extending to the end of the track, the door would more than likely shear off the overhead garage light fixture. Somehow, that doesn't seem quite right to me, but it wasn't like I had a lot of options given our time constraints. It also doesn't stay fully open and we have discovered that the seal on the bottom of the door does not keep rainwater from entering the garage. I'm not sure if that is a result of the door construction or the installation, but we had asked if an additional gasket would be needed to deflect rainwater when we purchased the door and were told that it wouldn't be necessary. That was obviously more inaccurate information. The whole experience was a nightmare. From the lack of communication and follow-up, to the bold-faced lies about Saturday installations, to the stress of having to delay filling up my garage until the afternoon before moving out was over the top. It was a garage door installation, not a NASA rocket launch. If Lowe's can't hire reliable contractors to install the products they sell, they shouldn't offer installation services. Also, if a customer has to call you repeatedly, for weeks on end, to actually receive something they have paid in advance for, there is a problem with how you run your business. The people at Lowe's knew I was angry and unhappy with the whole installation process. They later contacted me (repeatedly) and offered me a $100 refund toward the installation of the door. I accepted the partial refund, but it was too little too late. I spent over $100 in my time just making phone calls. The bottom line is that I won't be using their installation services again and will definitely not be recommending them to anyone else.

Their price is just about the same as the other place. They are pretty reasonable. They are pretty good and I had no problems with them. Their customer service is pretty good.

This project took close to 7 months to be completed. They tried to put the wrong drain in at first, thinking that the plumber could change my plumbing to the left side, which would not have worked. I had to redo my schedule at work because of their work in order to be here for delivery of materials, etc. Lowe's would not take responsibility for this project debacle at all. As stated above, Lowes tried to charge me an additional $1000 because they ordered the wrong side drain for my shower. The sub contractor, Norman Contracting, did their best to meet my needs. Barry Knight, an assistant manager from Lowes, did his best to help fix a series of errors in ordering and checking that the correct items and measurements were delivered in the first place. Even the deliveries had to be rushed and made on weekends. The mistake I made was trusting Lowe's management to order items correctly, check the items when delivered to the store, keep in touch with me on a regular basis, and meet the deadlines we had agreed to initially. There was close to a 5 week period in which I heard from no one at Lowes. The contract was signed on May 18th, and I was given an initial date of July 2nd for it to start at my home. The job was finally completed on Dec. 11th. The Contractor and an assistant manager from Lowes were present. I told the assistant manager that I was content that it was over since I had to be available on more than 20 different occasions for the work to be done. I also told the manager that I would never deal with Lowe's again. I had to keep checking in with the managers and some workers, as there was a 2 month timeframe before I even had my toilet put back in my bathroom in good working order. All that most of the managers at Lowe's wanted to do was blame others and point fingers stating that it wasn't their fault! When I contacted the Customer Complaint website at Lowe's they sent me an e-mail stating that they would have the managers in the Lowe's Brockton store contact me. This did not help since the problem was to a great extent the managers at Lowes in Brockton. I should be given money back for my time and inconvenience!