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I ordered a fridge from Lowe's and had it delivered. When they delivered it, they created divots in the flooring right in front of the fridge (as if they had walked the fridge back and forth into place, rather than rolling it) I have pictures of before and after of the flooring (the flooring was brand new). I complained to the delivery team and they gave me a card to call. This started a four month process of cat and mouse. I was transferred to my local store, to the warehouse, to the delivery team. I called 21 times over 4 months. Finally, I was told the claim was denied (even though I have pictures of before and after) they told me they didn't care what pictures I had, it was impossible for them to be at fault. How did they prove this? They went to the house four months later, rolled the fridge forward and backward and said that it was impossible for them to have done it. What? They have no pictures of the delivery. The person who came to the house was not there during the delivery. Then they accused me of wanting to get my floor replaced so I was lying about the damage. The floors were brand new, they wouldn't have needed to be replaced if they hadn't damaged them. I have NEVER been treated so poorly by a company.
Desired outcome: I want my flooring replaced. It's sheet linoleum, so it's not even that expensive.
Appreciate the posted photos.
Even though the photos are not at an extremely high resolution, we can clearly tell the initial photo is not showing the gouges whereas the secondary photo does.
The problem is showing that the damage took place while installing the new fridge. Key indicators within the photos show a timeframe lag and it becomes difficult to pinpoint when the damage took place. We were hoping for something a little different.
Let's try a little different approach. Whereas you stated within your initial complaint that you saw the damage take place and complained to the delivery team, did you get anything in writing where they admitted creating the damage; even if it was something scribbled on a card with the drivers' identification?
By no means are we saying you're lying about the damage; just that we need something more conclusive to present to insurance.
No, we do not have anything other than when we complained, they handed us a card and told us to call which we did. We took pictures of the fridge that was being removed prior to them arriving with the new fridge, and then we took pictures after. We called the number on the card and over FOUR months later, the delivery team lead came to the house, walked the fridge back and forth to get it out of the slot, then rolled it back and forth to show how it would have been impossible for them to make the damage, when she clearly had to walk the fridge to get it out, she never concluded that her team had to walk the fridge to get it in.
Does the delivery team have pictures or video showing they DIDN'T damage the floor? No, yet we have pictures showing the before delivery and the after delivery with the damage, but those are not good enough? This website doesn't allow high resolution photos to be uploaded, yet we do have those high resolution photos to show to a judge.
We appreciate hearing from you.
The determination of covering such damage is not as simple as some might like it to be. It would be nice if we could accept the word for each claimant but, unfortunately, you'd be surprised as to how many people would be dishonest. Covering such damage then, ultimately, increases the pricing for everyone.
Might you have photos to possibly prove the floor was in perfect order as the delivery team was there? This could help with the claim.
Yes, I posted the picture with the complaint that clearly shows the divots. I have additional photos that show the floor before and the floor after. Lowe's delivery team told me "I don't care what pictures you have, it would have been impossible for this to happen."
Such photo doesn't show the cause of damage, only that the floor is damaged. If you have any photos showing the damage as it was done, it would be helpful.
I have no idea if you are affiliated with Lowe's, but I'll play along. Attached are two photos. "Fridge Before" is the old fridge they moved out of the slot. In the red circle in the lower right corner, (if the resolution holds up) you can clearly see that the floor is undamaged. The second photo is "Fridge After." This is the new refrigerator that they moved into place. In the red circle in the lower right corner, you can clearly see that the floor is damaged with the tile torn in multiple gouges. This is caused because they "walked" the fridge into place, rather than rolling it straight back into the space and the wheels (which on roll forward and backward, not sideways) created the gouges in the flooring. In fact, when the women from the delivery team came to inspect the damage, SHE even had to walk it back and forth before she could roll it. Once she got it into a position where it would roll, then she pushed it back and forth and said "see, it would have been impossible for the delivery team to have caused the damage." EVEN AFTER SHE HAD TO WALK IT TO GET IT OUT.