Lowes - Schenectady, New York / Carpet Install / faulty install and a faulty repair
May 2006 I contracted with Lowes in Schenectady, New York for the install of 800 square feet of carpeting in my basement. The install also included to the top of the stairs but not the landing. There is a metal threshold at the top of the landing separating the carpet from the non carpet. I also ordered a commercial grade carpet thinking it would wear better since I have three young children.
They came to measure and install carpeting on schedule. A few months later after the May 15, 2006 install I noticed the seams getting frayed. It was looking worse and worse every week. I had no idea if this is normal or not since this was my first experience with wall to wall carpeting. I called Lowes and they said they would contact the installer to schedule an appointment to come take a look. I waited and after about one week I finally called back. They called the installer again and the installer did come out to take a look. He told me that the fraying was normal and that I should take a scissor every couple of weeks. He said it was repaired so I signed off on the work order. Then a few months later (still within the one year Lowes warranty) the fraying turned to massive amounts of pulling. There was huge gaps of carpeting missing and pulling out from the seams. I called them again and after repeatedly calling them finally got someone to come over. I also told them that the metal threshold at the top of the stairs was not attached to the floor and it was dangerous. The installer did a cob job repair job and tried to tell me that he couldn't attach the threshold. Again I naively signed the work order.
The seams on my carpeting just got worse and worse. The fraying continued and threads are coming out all over the place. The last straw was when I was vacuuming and going over an area that I didn't see any frayed carpet and the carpet proceeded to get sucked into my vacuum. My four year started screaming that something is on fire. It broke my vacuum's belt. I called Lowes immediately. It was August 2007. My one year warranty was expired but the install manager said he would come out and take a look since I had previously had a problem during the warranty.
He came took alot of notes. He agreed that something was wrong with the initial install or the carpeting or both. He said he would have another installer come out right away. He promised I would hear from him the next day. Well, Of course I never heard from him again.
After one week I called explained the situation to another person. I was told that my warranty was expired and there was nothing they were willing to do for me. Even though they had done a faulty install and a faulty repair they were not willing to do anything.
After much talking they said they would give me half my money back and If I want any money back I have to bring all 800 square feet of carpeting and padding to the store. How absurd. My husband and I are suing them in Small Claims Court for the full amount of our money plus damages to the vaccum cleaner. I am very disappointed in Lowes. I feel they are taking advantage of the consumer when they allow subcontractors to do temporary repairs then claim the warranty has expired. A repair should obviously be long term and it shouldn't matter that I signed the work order. Lowes should do the right thing.
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