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Lowe'snew water heater installation

Sk Mar 30, 2016 Orem, UT

On March 5, 2016, I ordered a new Water heater and installation services from Lowe's via its online site. The site directed me to call the specified number for an install. All went smoothly and the customer service agent, Jess, was very kind. We were informed that the heater would not arrive until the 21st of the month. But, we were told that this was one of the best heaters so we agreed to wait and paid for this transaction, $1199.85, which, according to Jess and our understanding, included the new water heater and installation charges. At this point the transaction was complete and Jess emailed us a copy of our invoice (included). A couple of days later, we received a call confirming our purchase and install from Lowe's and the plumbers, American Plumbing Services, and again were told that the heater should be arriving on Monday, March 21, 2016 and to expect an install date of Tuesday, March 22, 2016. After our 2 1/2 week wait, we finally received a call from the plumber stating that the heater arrived and he would come to our home on Tuesday, March 22 to install the heater. Upon their arrival the plumber, Nick, went to our install location and proceeded to tell us that it would cost us $650 for him to do the install. Do we want him to continue or not? I was confused and mentioned that we already paid for the install. He informed me that this would be extra expense on top of what I already paid. I was shocked and asked why in which he proceeded to explain that this was necessary in order to bring it up to “code”, this is the extra cost. I asked why were not informed of this before and he replied that he didn't know, as he did not see the install location site prior to this date. I replied that the plumbing company had known about this install over two weeks ago and why an assessment was not done before the install date. He explained that it wasn't his responsibility to set up an assessment, but Lowe's should have done so. I proceeded to call Lowe's and spoke with Chris Kulina.

In brief, Chris expressed that because we ordered over the phone, a prior install date assessment was not required. But, if we had bought it in the store, we would have had one. So, the fault lay on us for ordering from their online site. I then questioned why it mattered whether I ordered online, over the phone, or in store…the same install needs to take place. Chris' response to me “If the customer doesn't ask the right questions we aren't required to give them an answer!” I proceeded to ask if they expected the customer to know all the questions to ask…he replied by asking if I wanted a refund. My family had already been with out the use of hot water for two and a half weeks so I explained to him that I would talk it over with my husband. In the couple of minutes that I took to try and explain things to my husband, Chris had called and told the plumber, Nick, to stop on the install. Not wanting to wait any longer, we decided to go ahead with the install in hopes of contacting Lowe's and trying to work something out with them. Chris immediately called back and said that we need to pay “right now” or Nick will not proceed with the install. My husband asked if we could please be billed as we were not expecting the extra cost and needed to work out payment arrangements. Chris replied that it is “company policy” and there would be no install with out the upfront payment. We were forced to put the unexpected charges on a credit card.
My husband then spoke with Clyde Munson to ask for an itemized invoice so that we can see exactly what we were being charged for. Clyde said that he would put one in the mail for us. My husband proceeded to ask if we could be emailed the invoice so that we would be able to identify the charges right away. After all, the plumber was able to add up our charges via his phone within 30 seconds so there should be a detailed bill available. Clyde replied that he could do that right away. Later that evening there was not an email. The next morning, March 23, 2016, my husband spoke with Clyde again. Clyde said he was waiting for the itemized listing from Nick, the plumber, and would be receiving the document that morning. He would then send us an email copy… as of today, March 29, an email was never received.

Yesterday, March 28, we received the hard copy of the invoice through the mail. I am not sure what can be done at this point. But, I would like to speak with someone in person that might be able to hear us out and look at the documentation we received. If a company fails to do something that they are supposed to do, the customer should not be the one penalized for the actions. Furthermore, after receiving the invoice and getting other professional opinions, we are not seeing the extra $653.00 worth of work. I understand that the extra $653.00 may not present any substantial hardships for Lowe's, but, for our family this was a very difficult set back for us financially. I was really surprised at this type of service from such a prominent national chain store. Please let me know whom I may address my concerns to. Thank you so much for taking the time to hear me out. I hope we can resolve this situation quickly.

Below is the original invoice.

-INSTALLED SOS SALE -

SALES#: S0998ANJ 1748646 TRANS#: [protected] 03-05-16

106177

BASIC LABOR GASWATERHEATE

[DIRECT DELIVERY]

106185

INSTALL EXPANSION TANK

[DIRECT DELIVERY]

106186

INSTALL EARTHQUAKE STRAP

[DIRECT DELIVERY]

PO #: [protected]

INVOICE 88358 SUBTOTAL: 399.00

- INSTALLED SOS SALE -

SALES#: S0998ANJ 1748646 TRANS#: [protected] 03-05-16

154374 N

PERMIT WATERHEATER

[DIRECT DELIVERY]

PO #: [protected]

INVOICE 88359 SUBTOTAL: 70.35

- INSTALLED SALE -

SALES#: S0998ANJ 1748646 TRANS#: [protected] 03-05-16

160680 36.99

2-GAL EXPANSION PRESSURE

40.92 DISCOUNT EACH -3.93

[PICK UP LATER - LOWES # 178 ON 03/21/2016]

207932 15.29

DLUX EARTHQUAKE STRAP UPT

17.98 DISCOUNT EACH -2.69

[PICK UP LATER - LOWES # 178 ON 03/21/2016]

71680 4.39

WATTS 3/4-INX48-IN ANGL D

6.38 DISCOUNT EACH -1.99

[PICK UP LATER - LOWES # 178 ON 03/21/2016]

22014 1.49

1/2-IN X 3-IN BLACK PIPE

[PICK UP LATER - LOWES # 178 ON 03/21/2016]

22475 2.06

1/2-IN BLACK IRON TEE

[PICK UP LATER - LOWES # 178 ON 03/21/2016]

20113 1.40

1/2-IN BLACK IRON CAP

[PICK UP LATER - LOWES # 178 ON 03/21/2016]

INVOICE 88360 SUBTOTAL: 61.62

- INSTALLED SOS SALE -

SALES#: S0998ANJ 1748646 TRANS#: [protected] 03-05-16

534560 50T12-40UNG 639.00

50G 12-YEAR NG 2IN FOAM U

[PICK UP LATER - LOWES # 178 ON 03/21/2016]

PO #: [protected]

INVOICE 88361 SUBTOTAL: 639.00

- INSTALLED SALE -

SALES#: S0998ANJ 1748646 TRANS#: [protected] 03-05-1

148945 29.88

UTIL GAS WTR HTR INS-KIT

[PICK UP LATER - LOWES # 178 ON 03/21/2016]

INVOICE 88362 SUBTOTAL: 29.88

INVOICE 88358 SUBTOTAL: 399.00

INVOICE 88359 SUBTOTAL: 70.35

INVOICE 88360 SUBTOTAL: 61.62

INVOICE 88361 SUBTOTAL: 639.00

INVOICE 88362 SUBTOTAL: 29.88

SUBTOTAL: 1, 199.85

TOTAL TAX: 0.00

BALANCE DUE: 1, 199.85

VISA: 1, 199.85

VISA XXXXXXXXXXXX7829 XXXX XXXXXX

TOTAL DISCOUNT: 8.61

0178 31 03/05/16 13:52:24 REF#: 138

CUSTOMER: CHAD KELIILIKI

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