LOWE'S

For Lowe’s Store 652, our experience with the lead deck installer, the original deck installation team, and the quality of the work executed, was unsatisfactory in all regards. We will not recommend Lowe’s deck installation to anyone and we will continue to share our poor experience with this project, using all means possible, including all social media outlets, and review outlets. There were several red flags from the beginning and it was apparent that project management, communication, service, and quality were significantly lacking, for a project that exceeded $30,000 in cost. We escalated this experience to Lowe's corporate office so that the appropriate leadership would be informed that the deck installation/project management services being executed on the company's behalf are poor, and should be considered an unsatisfactory representation. Systemic failures in operation and quality were evident during our project. We have pictures to provide visibility and validity to all these discrepancies-see public Instagram profile titled, “lowes_deck_pa_poorquality”. Again, for a project that exceeds $30,000 in cost, our expectations and standards for this experience were higher that what we received. Unfortunately, the “progress” updates for remediating the defects are disappointing and quite frankly, do not demonstrate any movement. When I inquired about Lowes process for facilitating and ensuring actions are being followed through for this effort, Andy, the Corporate Customer Service Representative stated that it’s proprietary and he was ensuring that the actions are being followed through. It is evident that there is no trigger, or push, at a level high enough to ensure commitments are fulfilled, and/or stay on target. The follow-up timeline below further demonstrates that. Timeline: *August 8, 2018- Initial work order entered by Lowes Installation Team to address the quality and execution defects; was told that the Deck Installer, Harry Hahnebach, would call within 2 business days for scheduling. *August 17, 2018- Still had not heard from Deck Installer; called Lowes Installation Team and they indicated that he hadn’t called due to weather-apparently rain prevents someone from placing a call on the telephone; I was told by the Installation Team that he’d call to schedule follow-up that weekend. I sent email to Lowes Customer Care and CEO email addresses (current-Marvin Ellison and past-Robert Niblock) relaying our disappointment with our Deck Installation experience, including the quality and execution of the work performed; within a couple of hours the project coordinator Casey Hill called to relay that the lead installer would follow-up to assess the defects for addressing that weekend, and a second installer would schedule a walk-through to assess the previous work performed, by Tuesday, August 21, 2018. A Corporate Customer Service Rep, Andy, subsequently called to ensure I was contacted and next steps were in progress. Andy said he would be tracking this effort, as well. *August 21, 2018- Initial installer did not establish any contact- not with me, or the Lowes Project Coordinator; the second installer executed the walk-through, assessed the initial deck installation work performed and agreed with all our observations related to poor quality and execution. His assessment validated all of the deficiencies we observed from the installation. These include but are not limited to: non-level/sagging/instability/shaking/bounce with the right side of the large deck; systemic mushrooming of the nails/screw heads through the perimeter of both decks (large and small), the deck skirting surround for both decks, the vertical board skirting for both decks, and the deck stairs; cracked boards where screws/nails were inserted, throughout both decks; bowing and billowing of boards on both decks; boards lifting/coming unhinged on both decks; incorrect hardware was used for fastening the material, for both decks; for the smaller deck boards were installed in a direction that promotes instability. I was informed by the Project Coordinator that a documented assessment would be turned around in 24 hours and she would follow-up. *August 24, 2018- after not hearing from the Lowes Project Coordinator in the timeframe she committed to, I called the Corporate office to inquire about the status of the documented assessment; Andy, at Corporate, said he would follow-up and would have an update for me by August 28, 2018. *August 28, 2018- Andy, at Corporate, said he had no additional progress to relay. *August 31, 2018- Andy, at Corporate, said he had no additional progress to relay. *September 3, 2018- Andy, at Corporate, sent an email stating that his team with the Central Production Office had requested all the reporting from the installers, and once they receive it, they will be able to make a determination. Basically, no additional progress to relay. Makes you wonder how Lowe's qualifies their contractors relative to the expertise and training required for the application of composite decking. It is evident the deck installation team treated Trex like lumber and did not use the correct hardware or pre-drill for hardware installation where applicable.

They came when they said they were going to do and they were very professional. i had no problems with them!

I did business with Lowe's. I have been shopping with Lowe's for a few years. It is convenient from my home. The locations stood out the most and I guess they have a good selection. I haven't found another place cheaper than that but I don't know that for a fact. Convenience is the main thing. The professionalism of the staff is very good, they are helpful. For the price, they are fair.

Scheduling was very good. He did an excellent job. It was fair price. Everything was pristine when he left and he was very courteous.

My experience went very well. The staff was friendly and professional. I was pleased with outcome of the service. I would recommend this company to others.

After trying to get a refund on my purchase an assistant manger did go out of his way and made price adjustments so they would not lose the sale. The manager who assisted me did go out of his way to satisfy me, which he did. I have stopped shopping this store only because the service is terrible overall and the person in plumbing is still there and just as obnoxious as he was to me previously.

The installing was very professional. He took his time and did a good job. Lowe's was professional. They contacted me when they thought that I would be here. They came in and did their job. They even called to ask if I was satisfied with the installation.

I like Lowe's for designer stuff, like if I would like to redo a kitchen or a bathroom. They are always great. I will continue using them.

Fine.