Lowes

We contracted with Lowe's (Kevin Wright) to replace a section of our shared fence with a neighbor and also a section of the neighbor's fence. Lowe's price beat two other estimates, they split the bill (between us and the neighbor's), and the work was excellent. Lowe's uses Total Maintenance as their fence contractor and couldn't be happier with them.

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I bought a washer from Lowe's at Blanco and 1604 few years ago and purchased the extended protection plan called Service Advantage. I have since learned Service Advantage is a third party contracted provider for Lowe’s.  Initially when I called Service Advantage customer service for repairs the representatives were cordial and responsive, but as has the problem continued as not resolved and I did not “go away” they become rude and less accommodating and uncooperative.  The problem is getting an expensive repair approved thru Service Advantage on the extended warranty that I purchased from Lowe's.  I have spent a lot of time and lost time from work with repair technicians, trying to get approval from Lowe's Service Advantage to repair my Cabrio HE top Loading Washer that is not cleaning my clothes.  
      As of 9/10/14, three repairman from two different companies have assessed the washer and acknowledge the Cabrio Top Load HE Washing Machine is not properly performing or cleaning my clothes and made recommendations on repairs.  At the end of their visits they would explain the process of having to discuss the repairs with Lowe's (Service Advantage) and they would then get back with me.  All three times within a few days the repairmen would reverse their repair recommendations to” your washer is performing exactly like it is supposed to”, according to Service Advantage customer service representatives.   I used quotes because all three repair companies used the same phrase; interesting don’t you think. This company has a rating of C- with the BBB.  And the BBB has similar complaints, some identical to mine lodged against this company.  Service Advantage does not belong to the BBB.
     My history with Lowe’s Service Advantage in reference to my Cabria HE Washer:
     8/19/14 Called to report Cabrio washer not cleaning clothes.  Tex Pro Plus scheduled to come out 8/20/14 8AM-12PM.  Tex Pro Plus called on 8/20/14 to reschedule for 8/26/14 8AM -12PM stating they need to order a part for the washer.  
     On 8/26/14 Tex Pro Plus came out and changed the water valve before even turning the washer on.  Changing the water valve did not improve the performance of the washer so the technician recommended the replacement of the board.  The Tex Pro Plus said he would seek approval from Lowe’s and call us back to schedule installation of the board.  About two days later the called us back and left voice message the whirlpool technician and Lowe’s {Service Advantage} denied the part because the washer is performing as it should. We complained to Service Advantage this is not what the technician told us; so they scheduled another service call with Broken Appliance for 9/2/14 8AM -12PM.
      A few days later we called Service Advantage to report the Rex Pro Plus technician took paint off the front of the washer when installing the water valve.  Tex Pro Plus was rescheduled for 9/10/14.
     On 9/2/14 Broken Appliance came out loaded the laundry per whirlpool standards, stood by during the cycle, and noted the clothes were as dirty at completion of the wash cycle as they were when they put in the washer to be laundered.  Mark, the technician, documented the clothes were not being covered by water; the agitator was not moving the clothes and the clothes were not being cleaned.  The technician stated he would submit the repairs to Lowe’s for approval and call us back in a day or two.  A week passed and no call.  
     We called Service Advantage; they claimed no notes noted had been entered in the system.  They said they would escalate the issue and if we have not heard anything in five day call them back.  
     On 9/10/14 we called back, the Service Advantage Representative first stated there were no notes in their system, then stated there were parts ordered but could not state what parts were being ordered.  We asked to speak with his supervisor.  We were on hold for about 30 minutes before Michelle came on the line and confirmed there were no notes and that the company, Broken Appliance, had not responded to their phone calls.  We questioned why this was acceptable for the past two weeks and provided her with the Broken Appliance technician’s cell phone number; she put us on hold to call the tech.  She came back on told us she spoke with the technician who told her, “Your washer is performing exactly as it is supposed to”.  We could not believe what we were hearing from Michelle and told her this is not what the technician said while in our home.  She agreed to send another company out for yet another opinion and scheduled Mike’s Appliance for 9/15/14 12PM -5PM.
     9/10/14 Tex Pro Plus was sent back to my home to assess damage made to the paint when the technician installed the water valve.  While there the co-owner of the company and a technician watched a load of laundry and documented on there invoice the washer needed a pump and board due to not cleaning clothes; this concurred with their technician’s recommendation on 8/26/14.
     In the meantime, I contacted Tex Pro Plus and Broken Appliance and obtained copies of their invoices previously submitted to Services Advantage.  Both companies submitted the repair recommendations to Service Advantage as they told us they were going to with notations my washer was not cleaning my clothes.
     9/11/14 - I called Lowes Corporate Office to file a complaint against Service Advantage. I was told the complaint was being forwarded to the Blanco Manager, Victor, who would have 24 hours to address. As it turned out they only sent it to Victor, an appliance department head at Blanco not the store manager. Victor has done nothing; Victor said has had no influence in this matter.  It does not seem the complaint ended up being directed against Service Advantage.
     9/13/14- I spoke with Victor, thinking he was the store manager at the RIM.  We reviewed our issue with him, he said he was going to call Service Advantage and call us back.  He did call back and stated that Service Advantage was escalating our issue to a management level for a replacement and we should hear something in a few days.
     9/15/14 AM- We had to resort to paying for our own independent repair man to assess this washer and write a statement of repair recommendations and hope it  would make a difference. We hired the only Whirlpool certified warranty service company in San Antonio, General Service Co.  They came out and loaded laundry per whirlpool standards, documented the clothes are still dirty at the end of cycle, and then consulted with whirlpool technician who stated nothing can be done to improve machine performance. 
     On 9/15/14 PM Mike’s Appliance came out.  He loaded the laundry per whirlpool standards, stood by during the cycle, and noted the clothes were as dirty at completion of the wash cycle and was as dirty as they were at the beginning of the wash cycle.  He called the whirlpool tech who asked the routine questions:  1) what detergent is being used? ;   2)  How much detergent is being used?;  3)  How is customer loading the laundry?;  4)  Are there any board error codes?.  If the technician in the home had not loaded the laundry then the whirlpool technician will say the customer is not loading the washer correctly causing the problem.  So I wised up and had the technician load the laundry and add the detergent to remove me from the equation.  This was the new out come; if the technician in the home loads the laundry then the whirlpool technician responds, “If there are no error codes then there is nothing that can be done to i

We purchased the windows from Lowe's through a salesperson Vince.  He came to the house, explained the products, the process, etc.  We were very happy with what we heard and the price as well - we have shopped at Lowe's for years, and Vince was very personable and straightforward.  The installation was performed by a subcontractor, and Vince told us all of their contractors have worked extensively with Lowe's and were very good. The installation was to take two days or three, depending on how long it took to install the large double sliding door.  The first and second days went very well, and most of the regular windows got installed. The afternoon of the second day and the third day, they installed the two sliders. There were two bay windows left (which are made up of three and four separate windows separated by a vinyl strip in between). Well, turned out they couldn't install the bay windows because the separator strips that were ordered were wrong size.  It would take two weeks to get them in.  So three weeks goes by and the installer called to say the strips were in - he proposed doing it in two weeks because he was busy with other jobs.  We said that was too long, so he worked it in the next week. As he got one bay window done and moved on to the other, he realized that the reordered strips were also the wrong size.  So a new order had to be placed, it took three weeks for them to come in, and again he was busy and wanted to wait several weeks to finish the install.  He managed to get back within two weeks, got the windows and strips installed, but we had to leave in the middle of this. When we got home and he was gone, we realized that he had not re-trimmed out the bay windows with new cedar trim but used the old wood that was partially rotted. He also left nail heads exposed, etc. We called Lowe's, and Vince came out to the house (mind you we are now several months into a project that was supposed to take two or three days). He agreed that the job was poorly done and called the installer. The installer came back, redid the trim work and was beginning to caulk the trim and the windows when it started to rain. He said he would call us that night to reschedule a time to finish since he couldn't caulk in the rain. He never called back, and several calls to him went unanswered.  Because I had to get the trim work painted, I finished the caulking and filled in the nail holes myself.
Through all of this, one of the other issues was that the lockset for the double slider sticks when you lock it, and one handle on the outside was peeling paint. When Vince came out to check out the problems with the trim, he agreed the lockset needed replacing. He said he would order it and the store would call when it came in. I waited about three weeks, then started calling the install dept at the store. I talked to several different people each time who said they would check on it and get back to me. Except for one exception, they did not call me back, so I had to keep calling. It seemed no one would take responsibility to get this taken care of. Finally, a man told me that they had ordered the wrong lockset, it had to be reordered, and they would call when it got to the store. After three weeks, I started calling again, and again went through the whole process of trying to track this down. Finally they said it had been reordered again and would be delivered to our house. It finally came (mind you this is now the end of August, four months later), and it included just the outside handle plus two additional outside handles with locks in them that did not go to our door. They did not send any replacement for the inside lock set mechanism as promised.  I sent a complaint email to the Lowe's website complaint dept, who just sent it on to the store, who did contact me but basically had no resolution to this. The manager was very apologetic, and he assured me, as several other stall had, that our's was an unusual case and these installs generally go very smoothly. So I am not sure what was so unusual about our install, except for the big double slider, although the two bay windows were actually the biggest issue. 
Regardless, what is interesting to me is that no one from Lowe's came out to check on the install job (until much later when things were going very wrong and at our insistence), no one did a "punch list" to finalize the job and make sure everything was ok, no one gave us any warranty information, instructions, etc. for the windows.  So I just hope that these windows hold up for awhile and we don't have problems with them. I also hope the sticking lock set on the big slider doesn't give out, because I can't see these people fixing it in any timely way.
The other thing that is interesting to me is that our neighborhood is made up of houses built in the early 70's, and people are moving in and redoing these houses because it is a good area. Most of the houses still have those old single aluminum windows that need to be replaced. During the install, no less than fifteen different neighbors asked us who was doing the install and how it was going. We reserved judgment as the job wasn't finished, but as the time went by, we have been very clear with anyone who asks, don't go down this road with Lowe's - it's not worth it. My sense from dealing with the store and then the corporate complaint dept is that the company is just too big, the communication is terrible, no one is accountable, and they don't have a good handle on their subcontractors. And once the initial install is done, they are moving on, and you are chasing your tail. And that's too bad because I have always been a fan, and we still have two bathrooms and a kitchen to redo, so I guess that work will certainly go someplace else as well. I do have to say that we are basically happy with the windows, and the price was very competitive. From what I can tell, the Reliabuilt double pane window is a quality product and more than adequate for our temperate climate.

I chose Lowe's because I thought it was the "safer"way to  go, with the strength and influence of a big store.  BIG MISTAKE! I had good help in choosing the cabinets, granite, appliances, but the contractor was lousy and incompetent.  First, they mis-measured the cabinets, which was discovered by the granite guy. They  placed the place for the stove about 10 inches to the right of the ventahood.  They delivered and installed the wrong microwave--Lowe's appliance man  said, "Oh, that's okay.  Just use this one until we get back with the correct one." Due to the mis-measurements, pantry drawer will not extend fully.  Sloppy job at end of countertop.  Another drawer will not extend fully due to knobs of drawer at 45 degree angle from this one.  Sloppy job installing under-cabinet lights which still do not work properly.  Contractor and/or crew  rarely on time, and as late as 4 hours.  Contractor joked about "how it is, always mañana, mañana."  Contractor told me later on that the "lead guy" was his wife's cousin, and that he'd made so many mistakes on other jobs that he needed to fire him, but he needed one more job to convince his wife.  Evidently, I was the "one more job." I wrote letters to the manager when I could not reach him by phone and finally went to Lowe's and waited until he came to his office.  He sent others out to view the catastrophe.  No one could come up with solutions except to remove the "blocking" drawer knobs, move over the lower cabinets, order a fill-in piece.     Three orders were delivered--incorrect products delivered each time.  Time to install the crown molding above the cabinets.  Guy couldn't figure out how to do it above spice rack.  I made a suggestion; he did that; it worked beautifully.  Cabinets finally rearranged--now a great deal of unusable space at the 2 corners, lower cabinets, in galley kitchen. After weeks and weeks, manager did give a small refund. Did not compensate for the aggravation at the time, the loss of my time because I needed to be here, and, most of all, now living with the result of the incompetencies.

I purchased a home center cared for Lowes to replace a metal drawer for a kitchen cabinet.  Everything went well.  The price was great.  Responsiveness and professionalism in store was excellent.  I would recommend this service again.

They arrived earlier than expected and had it all hooked up in to time.

I hardly go there, but I like Lowe's; it is a good store. The store is convenient and they are always real helpful. The quality seems fine and they are very responsive. The staff is professional and helpful.

They did a really nice job.  I purchased the kind that was already primed and they painted it for me.  They provded me with top grade professionalism and quality of work.

The estimator (Vince) was very professional, timely, thorough and gave us a price that beat the Pella representative. He was very helpful and actually advised against a more expensive option we were considering. That instantly won my trust. 
The installers were timely and did a good job on the doors including caulking the seams. There were a couple minor attention to detail faults on the trim but, considering the price I paid vs going with Pella, I was overall pleased.

Everything was great.  I had no worries, no complaints.  The door is fine; it works great.  They were the best dealer out so I chose them.

They were fine and I had no problem.  I got the door I wanted.  I hired an outsider carpenter to fix it for me.  They were great.  The price was good for what I wanted to pay.  Everything was fine.

It went fine. They did a good job and we didn't have any complaints.

The worker came on time and was very professional.  He was quick, and got the job done right.  I was very pleased.

It took about a week and a half to come in. They installed it for us and did a good job. No complaints

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Lowe’s is pretty good they keep checking back even though the initial offer had ended they honored a sale price that they had given me. Even though it was a month earlier they set things up and gave me. It was difficult wanting the gas extra. It was complicated getting the gas stuff. It was a bit frustrating. It is the case with everybody. It was $ 1300 for the washer, dryer, installation and take away. They were price competitive and they did not do anything to screw that up.

The entire job went well.  Lowes coordinated all subcontractors handling the various installation projects.  All involved arrived on time and completed work promptly.  The Lowe's representatives were helpful throughout the project.  Their price of the appliances, countertops and tile work were all competitive and in fact the price of the countertops was quite lower then a company which proposed only a granite cover being placed over the old countertops. 

They were convenient to work with. Also they were easy to work with. The guy that came out was prompt. We were happy with their service. He did a good job. He was courteous and professional too.

The experience was pretty good once I got the right person. The first person was new, and a little unsure of what they were doing.

We had them measure and the sales manager worked with us on the price per sq foot and gave us a good buy. Since the wood was in stock it was delivered in two days and after the 3 days 'curing' period, they started on Monday and finished Thursday evening - it was quite a bit of space. They covered and blocked off everything they could, but word to the wise the dust from taking up the old stone tiles is relentless and we should have moved more items out of the area entirely. its been about two weeks and we are cleaned up and it looks lovely.

They made all the arrangements for me. Brian Peters was the name of the person who was very patient and helped me to select the right stone. He also gave good suggestions and explained things well. He was professional and responsive. I was very satisfied with their service.

The person that installed it did a very good job and he was very friendly. They were respectful and I would recommend them to others and use them again.

It went fine.