LOWE'S

unknown

Very unresponsive and poor communication regarding my request for a price quote. I sent the following synopsis to Lowe's and invited them to provide me with an email explaining why they performed so poorly, which I offered to include in my review. Lowe's declined to do so. 7/24/2014: I submitted an online request from Lowe's website asking for a price quote. I received an email confirmation that I would be contacted within 24 hrs, but after several days, still no contact. 7/28: I called the nearest Lowe's and spoke to a very confused employee who said that someone would contact me later that day, but I never received a call. 7/31: I got a call and scheduled a time for Lowe's to measure my roof. The Lowe's employee, Bonnie, showed up on time and was very professional. I was told that I would get a price quote within a few days, but after 10 days, still no contact of any kind. 8/10: I called Lowe's retail store again and was told that someone would get back to me later that day, but no one ever did. 8/12: I drove to the Queensbury, NY Lowe?s store, thinking that I couldn't be ignored if I was there in person. I was wrong. After waiting 10 minutes at the empty desk for an employee to show up, I had an employee from a different department page someone to the millwork/roofing desk. After waiting for another 10 minutes with no one in sight, I left. 8/13: I called Bonnie and asked what the status was. She said that the estimate had not yet been worked up, but would be "soon." 8/18: Bonnie called, saying that she was still trying to get answers from metal roofing suppliers and that I would be contacted within 24 hrs. 8/21: Still no response, so I tried calling Lowes. I was transferred to Bonnie's extension. I left a voicemail message, but didn't get a reply. 9/1: I called the store again, but there was no answer at the millwork/roofing desk. 9/6: It's been over six weeks now, with still no response from Lowe?s. They win - I?ve given up.

The carpet was installed well, with no problems. The installation crew (I'm not sure if they were Lowes' employees or 3rd party subcontractors) showed up on the scheduled date and performed the work well. It's likely that I would use them again in the future. The only snag was that on the first installation date, my inclined driveway had a coating of ice. Although I was able to drive both of my cars up it, the Lowe's truck was unable to get up the driveway and a new installation date had to be scheduled. Lowe's charged me an additional $50 for the unsuccessful delivery. To be fair, there was a lot of ice on the driveway, so you'll need to decide for yourself if this extra charge was warranted.

AS TO THE MATERIALS FOR THE KITCHEN, VERY WELL. THE BIG PROBLEM WAS THE STAFF. LOOKED MORE OF YOU AS A DOLLAR FIGURE THAN A CUSTOMER. EAGER TO HELP UNTIL YOU PAY THEN YOU ARE FORGOTTEN. ANY PROBLEMS TOOK MORE THAN A FEW TIMES TO CORRECT AND NOT IN A MOST RESPECTFUL WAY.THE PERSONAL ACTED AS IF WANT TO HELP BUT REALLY JUST ACTING. IF I CAN FIND ANOTHER PLACES LIKE LOWES, I WILL USR THEM

This is my preliminary report, describing the work done as of 12 December 2010. I will submit a final report when/if the work gets done. My very bad experiences so far on this project should be a warning to others considering using Lowe's for a major installation project. So far, I don't have any general complaints about the quality of the craftsmanship of the outside contractor that Lowe's hired--the complaints are about the extremely poor customer service and project oversight provided by Lowe's in conjunction with a lack of professionalism on the part of the contractor. (I will be reviewing the contractor separately when the project is finished.) The project was contracted in September with a completion date of 25 November 2010. The Project Specialist (PS) assured me that the work, once started, would be done efficiently by a crew in about a week; he further assured me that he would be supervising the project every step of the way. Problems started appearing in October--materials not being ordered on time and/or not being delivered on time, a problem with the original contractor--at which point the PS stopped initiating phone calls to me and I had to make regular calls to him to find out what was happening. In November, a new contractor called to tell me he would start on the 19th and end on the 24th; that date came and went with the contractor putting in about three hours at the site. He next told me that he'd be done on the 28th; that date also passed with a snail's pace of work done. I regularly called the PS, the contractor, and then the Lowe's Installation Managers (IM); on 6 December, I met with one of the IMs and showed her my telephone log and photo log; she seemed surprised that not even one side of the house had been completed and said that she'd see to it that the work got done by the 10th. By the 12th, about half of the house is sided, three sides partially, one side not started. So the moral of my partial report is this: Be very cautious if you decide to do a major installation project with this Lowe's! Consider having an attorney look over the contract before you sign it and perhaps have the attorney add a "time is of the essence" clause. Start a written log from the moment you ask Lowe's to bid. And check Angie's List for reviews, of course.