Lowe's

Model # E6-40L45DVB 110
Serial #: [protected]
Purchase Date: 3/7/20
AO Smith RA#[protected]
Person at Lowe's I spoke to: "Christie"
Store Telephone #: [protected]
Lowe's store # 2235.

A couple of weeks or so ago, I discovered my AO Smith water heater was leaking, with water accumulating in the pan. I looked at all connections and discovered the lower heater element was leaking in the rate of a drip per second.

I immediately contacted AO Smith customer service on my paperwork and advised them of the problem. The unit had a six-year warranty from date of purchase, so figured the heating element leaking would be covered (a $20 part). I took pictures of where it was leaking from and presented them with model/serial number and purchase date from my receipt.

They opted to replace the entire unit and issued an RA number to present to the local Lowe's store in Decatur, TX. They said I would need to present the RA to the store and they would initiate the exchange... de-installing/bringing the leaking unit to the store.

I called the store to check on availability of this 38-gallon low-boy unit. They had two in stock. Everything appeared good on getting my water heater fully operational again until the store told me the new water heater was about $160 (plus tax) more than I paid in March 2020 with my original purchase and that I would have to pay the difference for the exchange. I told the manager I don't think so. She said that is the policy since prices change everyday. I told her I would get back in touch with AO Smith to inform them of this little snafu in honoring the warranty.

I called and they said the exchange and how it's handled is up to the store. All they can do is determine a remedy and issue an RA for the unit still under full warranty.

I gave them an example of a new radiator for my truck I purchased a while back that had a 3-year warranty. At about two years, the part started leaking so took it back to the store with my receipt and they presented me with a new replacement at no cost... even though the price of the radiator had increased by about $50 since originally purchased. Even so, they honored the warranty and without trying to extract even more money from me even with the price increase. The manufacturer absorbed the cost difference as they should.

Many more examples I could give with continual price increases on equipment that frequently happen during a warranty period. Nothing I have ever owned that was still under warranty and failed prematurely has ever demanded I pay the difference at current pricing.

Again, AO Smith referred me back to the store... nothing they could do. It appears that nobody on either end cared that this warranty is basically as useless as the paper it is written on. Pure deception!

I have spent thousands and thousands of dollars at this specific Lowe's store over the past 7 years since we moved to the area. Since they obviously are not going to make this right, my upcoming $20K room addition project scheduled for this spring 2023 will be spent somewhere else (probably Home Depot) unless they reverse course immediately and honor the damn warranty. Incredible!

Meanwhile... I am continually vacuuming the water out of the pan every day until I can afford to do something different.

Any questions... please contact me.
Darren Bergman
Alvord, TX
[protected]
[protected]@yahoo.com

I made a purchase of $1,215.74. the most costly item was a special order mirror/cabinet for the bathroom. When I picked this up and brought it home, the mirror had a small piece broken. I never complained about this, it took some time for this item to come into Lowes I then thought it's really not that bad of a chip, I'll just live with it. I certainly could have made a very big deal of this, and brought it back, you would have to then send it back and get a new one. Which I imagine would have been a small expense for you.

Today, I looked at what I thought was going to be my final payment and there was $465.40 added to my account. Interest on the original amount. I have no problem paying interest on the original amount, but 40% seems unreasonable.

The language in Lowes Protection Plus Plan includes: We’ve got your repair parts and labor 100% covered*

No deductible, no hidden fees

This is not true I purchased dishwasher on 1/8/2021. The dishwasher had system board and user interface board replaced in summer 2021. 1/30/22 the dishwasher failed again. Tech was sent out and it was determined that fixing was cost prohibitive. that means in less than 2 years I have to pay again for installation for a faulty product that was supposed to be 100 percent covered. This is horrible customer service and Lowes and Whirlpool are not taking responsibility for selling an inferior product. IT is fraudulent to say not deductible as now have to pay to have the dishwasher installed. How can Lowes and Whirlpool sell such an inferior product and then refuse full reimbursement. This is false advertising and unethical

I purchased an Amana washing machine on 01/19/2023 and it was delilvered on 01/20/2023. Once washing machine was installed we attempted to use on Saturday 01/23/2023. The washing machine would fill with water, the agitator would not work and then the washing machine started smoking. we immediately unplugged the machine and called Lowes store in Mebane who provided with another number to call. I called the number and spoke with a representative that told me that someone would call me back in 24 hours. Well Sunday came and no on called me back so I called them on Monday morning and they told me I was scheduled to have another Amana washing maachine delivered that day. The delivery guys devlivered the new machine and we attempted to use and it start smoking so bad we thought it was about to catch on fire and immediately unplugged machine. I called the representatives again and told them what just happened and they said they would have someone call me back after they took all the information. The representative was very pleasant and reassured me someone would call me back. The third party delivery picked up the broken machine on Wednesday and was very rude and disrespectful. There was a small of water less than 1/2 cup in the bowl and he said I had 5 minutes to remove the water or he would have to leave it here. I told the machine is not working and he said he will not remove it with a small of water. I told the machine is fire hazard and he needed to remove the machine. After going back and forth with the worker he eventually took the machine with no issues at all. Then I the third washing machine was delivered on Friday and when I got home from work to wash it would fill with water but the agitator would not work so I called Lowes Customer Service the representative was very professional and stated someone would call me back. The manager from Lowe's called me back and apologized for the trouble I had with the machines and gave me $25 gift card to repay me for the money I had to come out of pocket to go to laundry mate bc the washing machinedid not work. Well, $25 gift card is not going to cover that cost. So, on Sunday 01/29/2023 they brought another machine and worker stayed here this time for a test run and documented the machine would not work and he took the machine back with him bc it did not work. I called Lowes store to speak with a manager and he said that he would see if they had one in the store to have delivered instead of from the warehouse and stated he would call me back, well sad to say he has not called me back. He was making it seem like it was my fault and my house had electrical issues so I had an electriciancome to the house to see if there were any electrical issues and he said there were none the socket works well. That more money that I had to come out of pocket with. It seems noone seems to care about the issues I have had with Lowes, and the frustration it has caused me. The manager was like they will give me a full refund and not even offer another solution like another washing machine without an agitator, but it instead we will give you a full refund if we don't have one in stock at the store. I would like to speak with some from corporate about this ongoing issue and see if we can get it resolved. The washing machine I had previously for over 10 years motor went out and that's the reason I was looking for a new washing machine. Please reach out to me by phone or email [protected] or [protected]@aol.com.

On 12/1/2022, I purchased a xmas tree at your store #1188, 14300 Baltimore Avenue, Laurel, MD 20707. When I go the tree to my home, setting it up around the 15th, I realized some of the metal lower branches were broken.

I caught covid shortly thereafter and was homebound. I called Lowe’s to advise my intent to return the tree and was advised by a young lady who answered the phone that there was not a problem and that I could do so once I became covid free. Between recovering from Covid and flu -like symptoms, I could not leave my home until after Xmas.

I went to the store on the 27th and was told that I could not return a defective tree due to the return policy. The supervisor, Barbara boatu apologized that I was given incorrect information and to contact customer service to resolve my issue regarding any refund.

I am requesting a refund in the amount of $133.50 and attaching my receipt of purchase. I have the tree and await your instruction to return it to your store.

Regards,

Sandra Dover

[protected]

[protected]@hotmail.com

To Whom It May Concern,

On 12/15/2022, Mr. Reginald Easley, owner of Easley Express LLC went to the Love's #468 in Willis, Texas where we purchased an oil change, fuel filters and pm grease. The total was $479.00. Our salesman was Christopher Staton.

On 12/20/2022, the truck that was serviced on 12/15/2022 notified me that the truck was losing oil pressure. We called store #628 and some with David and Amanda and explained the situation. They sent out a truck to which we discovered that the Willis, Texas #468 location didn't secure the O-ring on the oil filter which led to all the oil leaking out. This could've been more serious than it was. Store #628 did an outstanding job getting me back rolling. I would like to inform you that the Willis, Texas #468 location has very poor customer service.

Feel free to contact Mr. Easley regarding this problem at [protected], this could have been a very costly problem for our company, not only that Mr. Easley was in a location that did not have a station for miles. I am including a copy of Store #468 invoice.

Invoice Date:12/15/2022

Invoice#[protected]

Amount Paid:$479.20

Thank you

After receiving a damaged refrigerator, a damaged range, a damaged microwave, two (2) damaged water heaters over the course of the last year and a half, against my better judgement we bought a new Whirlpool washer and dryer from the local store. They were delivered last Saturday, and, wait for it, the washer was damaged. The delivery driver, who was very sympathetic and helpful, told me that the store would be reaching out to work out a replacement. On Monday, having not heard from the store (surprise), I went up there and spoke with the CSR. She told me that since the washer came from the warehouse, there was nothing she could do and to contact them. I called the number on the ticket and was told that it was not a delivery issue and to try somewhere else. Finally yesterday (Wednesday), I called Lowes Customer Care and explained the issue. The CSR that I spoke with told me that she would open a case and someone should call me within 24 hours. 24 hours has elapsed and I still have a dented washer and no prospects of getting a new one.

This is the same treatment I received during my previous experiences with Lowes and damaged appliances. You would think I would learn. I certainly have now and this will be my final purchase from Lowes that I cannot carry myself. Their delivery and level of customer service is beyond awful.

In July 2020 my wife and I purchased a whirlpool washer and dryer. In addition, we purchased the 3-year protection plus plan. Sales rep did not give us a warranty brochure saying everything was in the system. We experienced problems in September of 2021 and continue to have issues. When we called the local store in September of 2021, they said they could not find paperwork since it has been over a year. Referred us to Customer Service and bounced around for hours. They could not find our purchase, nor could they find anything regarding the protection plus plan. Subsequently in September of 2022 I paid ~$200 out of pocket to a local repairman to try to resolve some of the issues. Unfortunately, I am still having issues with washer. All of sudden on January 22nd I get an email from Lowes advising that my 3-year protection plan is about to expire in July of this year, and I can purchase an extension. I contacted customer service and they could not help me. Unfortunately, I cannot find the original receipt of my purchase. Ownership seems to be falling completely on me even though I get an email from Lowe's about my warranty.

We came in Sunday morning about 9:30 am January 22 I went in and asked customer service for someone to help with riding lawnmowers, a black gentle men came by looked at us and I said excuse me sir can u help us, he rudely said I have to load a truck go inside and find someone in Garden center or service desk, I said I already did and they were going to send someone out, I thought it was you, I seen u in garden center he said I'm busy we are short handed you will have to wait like everyone else, Im like excuse me don't have to be so rude, he went on to say we need to wait, and some words were exchanged and he walked away.

Then another gentleman came (white man) and told us the lawn mowers were all the same price in that lane. Which was 2 different models, I said excuse me he goes well yes they are the same price, which I said no... He continued to argue and so we started to walk off and I said no wait I went to the service desk and told the lady she looked at the other lady remarking about the black guy that don't sound like him, all of you are mistaken I said no he had a smock on!
Anyway we left and went else where to buy a mower, I will not step back into that place again in Bastrop TX

On January 15th my husband and I went to the Belle Vernon PA store to inquire about a whole house generic generator. The associate helps us out with scheduling a in home consultation. W received an email indicating the request was received. Eight days later no one contacted us. I went back to the store and they gave me a phone number to call. I called this morning and was transferred 3 times to different departments only to find out that they had no information on our request. I had to call the store again only to find out that Lowes does not have any contractors to install generac generators at this time and that is has been that way for a couple of months. We should have been told that at the beginning.. We have been given the run around for8 days!

My Wife rent out the property of 40 Alder Street, Jersey City, NJ 07305. My wife placed an order of windows and door in Lowe's store November, 2021. This store located at 727 Route 440 Jersey City NJ 07304. The salesperson came to our house to measured window and door, said the installation should be arranged within two or three months and six months no interest payment. From then my family fell in troubles. From first payment, began to charge interests for my payment. We negotiated many time without results. After three months, the store management arranged first time to install windows and door. But on the work day the technician found windows size problem, had to reorder. After another three months again, made a work schedule again, on the work day, the worker said missing parts can't install again. And so on, we total made four and five schedules. Every time we had to lay off waiting at home, always on the work days had different problem, such as window size, door broken, the worker with covid 19, parts missing, raining day, etc.. The last time the installation schedule on Jan 17, 2023, before the day, I called the technician to make sure the next day installation no problem, I got no problem reply, but on the Jan 18, we, I and the tenant, waited for them, the technician said he had the surgery, have to make another schedule.

Every time, we, I and the tenants, had to prepare and take day off to wait the technician coming. Every time I have to cross the two city to wait them at the property. My one way trip from my home to this the property used my at least one and half hours. The tenants had to move staff for clearance. This service wasted us more than one year, it is unbelievable, too crazy. I paid off payment including interests half year ago, but my products and my improvement life where is!

My wife email: [protected]@yahoo.com

Cell phone: [protected] , this number can't reach right now, because she is visiting foreign country.

My elderly neighbor purchased a washer/dryer for her condo…and the company that does the installation for this Lowes, this installer was verbally abusive and disrespectful to her. This interaction occurred right in front of my husband and myself. My neighbor was so upset that she was crying. How can you employ/contract these types of people? They left without installing the washer/dryer….the contractor was mocking me and the buyer…. This is unacceptable. Lowes needs to apologize to my elderly neighbor! You need to look into what low life subcontractors you are using

During the Black Friday promotion in 2022, I ordered a washer/dryer set from the Spring Green location in Katy, TX. I was told the product wasn't immediately available for delivery, so after some coordinating around their inventory and my holiday travel plans, we chose the delivery date for December 30. On Tuesday, December 27, I was notified that my flight had been canceled and no new flight had been booked. Among many other phone calls I had to make due to the flight issue, I attempted to call the number found on the email receipt for the purchase to inform them I would be unable to be present for my delivery and needed to reschedule. The phone number provided was to the store location and would connect to the automated system, but regardless of which choice on made in the system, the call would ring and ring until I eventually hung up. I made several attempts each day and on Thursday evening, I called a different Katy, TX location and inquired about my options. I was told there is no 1-800 number and that only this store could assist me. They only had the same number I had been calling available. The morning of Friday, December 30 (Which was the date my flight was rebooked) I received three phone calls, each two hours apart. The first was a delivery man outside my house. I told him the story, and he assured me he would note the file and someone would be in touch to reschedule. The second call was an installer to hook up the equipment. I told him the same story, and he also stated he would contact the company to let them know of my issues. The third call was a supervisor asking why the technician was outside of my house and unable to reach me. I told her the same story again and included that I had reported this to both previous callers. I arrived home Friday evening and received no emails or phone calls from Lowe's all weekend. On Sunday afternoon (January 1, 2023) I found an 800 number and called and spoke to a representative that was able to make an appointment for delivery. She stated she could not change the appointment for the installer but she sent an email and they should send me confirmation with a new date and to call back if I had not heard anything in 24-48 hours. I got the email confirmation of her changes. On Thursday, January 5, I had not heard anything and attempted to call the store to several different extension choices but it just kept ringing as before. I called the 800 number and spoke to a new representative that saw the notes and confirmed all of the same information. This representative attempted to call the store location and after 25 minutes on hold, he put me through to a manager. The manager I spoke with apologized for the issues with their phone system and told me the delivery could not be made on the date chosen but offered to make some calls and get it done for the next day (Sunday, January 8). I told him the whole story and he assured me the job would be done Sunday. I even told him about the second technician for the install. He reviewed the file with the gas dryer hook up and stated that it could be done by the installer. On Sunday, January 8, the team arrived and delivered both units but made it clear that the paperwork said delivery only, and I would need to wait for the installer to come out. I waited for several days and had no emails or missed calls/voicemails about this issue, so on Wednesday, January 11, I made several attempts throughout the day to call the Spring Green Store but was met with the same constant ringing as before. I called the 800 number and spoke to a different representative who I told the whole story to again. I stated at this time I needed the installer scheduled and explained that my time is worth compensation. The audio of the call would reflect that we discussed a 15% discount would be a reasonable option, but a later review of the file shows that there was no note created about this after the representative spoke to his manager about how to proceed with my case. The answer he came back with was to completely resolve the install, and then discuss the compensation. This representative also put me on hold for about 25 minutes and was able to get in touch with the manager at the store. We spoke about the issue, and he said that he would get someone out to my house the following weekend (My next available time) to finish the job. The team arrived as scheduled on Sunday, January 15. I reached out to the 800 number Wednesday, January 18 and spoke to them regarding the job being complete and requesting compensation based on all of the work that was required of me to get this job to the end. The representative stated to me that the 800 number could only provide me with a coupon code or a $25 gift card, and anything more would have to come from the store manager. I reminded the representative that this has been an ongoing issue even reaching the store personnel, and the represntative restated the position. After this phone cal, and also multiple times today (Friday, January 20), I have attempted to call the store location and the same problem with the phones is still present. This is entirely too much work from the customer to fulfill an order, and the representative at the 800 number saying that Lowe's has no ability to handle this case is either completely untrue or an extremely poor way to oversee operations. It allows the store location to dictate how the company is perceived without any real oversight.

I feel like I was made to believe I should go through with the process and not cancel the order with the expectation I would be compensated for my time (Stated at 15% or approx. $270) only to be told the only way that could happen is to speak to the store. The file clearly indicated that the reason I kept calling the 800 number was because I could not speak to the store, so referring me to them or nowhere for a refund seems intentionally done to ensure I don't get my compensation.

I purchased this ceiling fixture in Oct 2022, and when I installed it, it emitted a noticeably shimmery and uneven light. But, as I had assistance installing it, I left it be. Then, 2 weeks ago, the light completely died. So, in less than 4 months, a light that is supposed to last 50,000 hours was junk. I had to uninstall it, and purchase a whole new light. This fixture was $65! I would like my money back, or at least a Lowe's gift card to replace this faulty item. The item also lists on the box a 5 year limited warranty, but I see nowhere to submit or file this, as Origin 21 seems to not even have a website.

I bought a Whirlpool refrigerator from Lowe's on October 12, 2022. I was denied an invoice identifying my refrigerator after paying for it in full. That caused problems registering my warranty, and getting my warranty processed. As for the proof of purchase At Lowe's, the first person I spoke with today 1/18/2023, told me my "Order Summary" serves as an invoice. Then the assistant store manager in Texarkana emailed me an invoice, but still no identifying serial number for it. I explained to them over & over the chain of custody proof that should exist between Manufacturer and Retailer and then the Consumer. It was exactly like talking to a tape recorder. I then got to talk to a tape recorder at Whirlpool. All of it seemed designed to give people the runaround. It was difficult figuring out how to get past the recordings that ran me into a dead end 4 times. Jennifer on the chat typed "All you need is the model number" agreeing with their retailer when I pointed out the problem of no legal proof. But a bigger problem exists besides warranty. I have no proof I bought that particular unit from anybody. This is a thief's dream. If it is stolen what paperwork do I show the sheriff, a model number like 100,000 others out there? It would be fraud for me to make my own invoice! This is reckless policy and about to be a legal issue. It took from 9:00 am to 3:30 pm to process the warranty claim. Almost unbelievable and a waste of valuable time. This warranty claim should have been handled in 10 minutes and the other problem shouldn't have existed. What are the motives of these two companies that are bringing about this confusion?

The ice maker stopped working on 1/11/23 and I called Lowes Extended Warranty Service on 1/12/23 at 3:09 PM CST. After being disconnected 3 times, I was able to speak to Bartholomew. He scheduled me an appointment with Ken's Appliance Service on 1/16 between 8 AM and 5 PM. That's a crazy time window but that's what I was given. After seeing all the negative comments about Ken's, I called Lowe's back at 3:43 PM and spoke to Russ. He offered an appointment with Goodman Home Solutions on 1/18 but I told him that I would just stay with Ken's since it was an earlier date, and that Goodman had many complaints also. On 1/16 at 9:28 AM, I called Lowe's back (spoke t4o Annabelle) to verify that someone from Ken's was still coming, since Ken's was not answering calls, and their system would not allow a message to be left. About 5 minutes into the conversation, Annabelle said she could no longer hear me and she hung up. At 9:35, I called back and spoke to Robert. He contacted Ken's and per Robert, Ken's denied having an appointment listed for me. Robert confirmed an appointment for me with Goodman Home Solutions on 1/20/23 between 8 AM and noon. I requested and was given a case # 2338032. On 1/17, I received a text message from Goodman's to confirm an appointment for 1/27/23. I called Lowe's and spoke to Jeremy. I told him that I tried to call Goodman and got a message stating that their mailbox was full. I told Jeremy that I had an appointment via Lowe's for 1/20, and Goodman was stating 1/27. Jeremy told me that my appointment was confirmed for 1/20, and he had let Goodman know that. Today (1/18), I received another text message from Goodman's to confirm an appointment for 1/27. I called Goodman and was told that they could not get to me until 1/27. I called Lowe's at 11:33 AM and spoke to Angie. She apologized for all Im had been through and told me to expect a call from the Lowe's Service Locating Team in a day or so.

I have no complaints about my product. Yesterday on January 17th, 2023, Lowes Delivery brought my new Whirlpool Refrigerator. The delivery persons did not thoroughly install my appliance. The door handles had to be installed and all of the tape carefully removed by my son after they left. The drivers left trash and large black screws on my driveway directly behind my car. Then they drove on to my neighbor's lawn, leaving several deep ruts and mud all over my driveway. They had plenty of room to remain on the paved drive. My neighbor was not happy at all. Please properly train your delivery personnel in the future. Thank-you,

Lydia Sherrin

1 Lincoln Way

Buckhannon, WV 26201

(order #[protected])