Hello LOWES Complaint Department,
I have been a very satisfied LOWES customer for many years.
My purchase date for the washing machine at issue was 4/25/2020 (Reciept transaction # [protected]-128836 GE TL WASH GTW335ASNWW $468.00, plus 3 Year Extended Warranty #895147 $86.97).
The washer has worked well with normal use until September 3 when it stopped spinning the clothes, leaving them soaking wet in the basin.
I contacted Lowes on 9/3/21 and was referred to the 888-77-LOWES number to schedule a repair. I was given a repair date of Tuesday 9/7 between 8 and 12:00 by the LOWES associate over the phone.
This appointment never happened. I called the Axis Appliance repair number I was provided by LOWES and was informed there was no appointment.
I rescheduled for the earliest Axis appoint available, which was Thursday, 9/9. At nearly 2 hours late, a service person arrived. He was very rude, had a bad attitude, spoke broken English and fluent Russian. He spent approximately 20 minutes working on the washer and failed to repair my washer, saying "it could not be repaired and it was not worth replacing any parts." He refused to provide me with any more information, other than to say "the motor was defective." I asked if we had done something to cause the issue and he replied "No". He refused to provide anything in writing regarding the irreparable issue, and left, saying :not his problem, he is just a contractor and that I needed to call my insurance".
He also cut himself and left blood on the frond of the washer.
I again called Axis appliance repair at the [protected] number I had been provided by LOWES to ask what I was supposed to do now that my washer motor was defective and irreparable. I was put off by Axis, given the "run around", telling me they would contact me the following week after speaking with the technician manager because they needed to send another repair person out to assess the washer, but had no available dates.
Today is Monday, 9/13. With no call back from Axis still, I called and left a request for a call back asap this morning. I just received a call back from Axis, informing me that a second repair person would have to come assess the washer but the earliest appointment available for me was Thursday 9/23 by noon!! (That is 20 days without a functioning washing machine! and I have no guarantee or confidence that it will be repaired with this next appointment!) I am extremely frustrated with Axis Appliance Repair, and am further frustrated with the inability to speak to ANYONE at LOWES who is able to address my issue with any measure of competence! I paid the extra money to extend the warranty and in return for my purchase, I have been treated as though my warranty and my inoperable washer are of no concern or value to Axis or to LOWES!
I am extremely dissatisfied with the poor, incompetent repair service I have received, and I feel that LOWES is responsible for taking my money for the warranty and failing to honor their contractual commitment in good faith!
In exasperation I had NO CHOICE but to purchase another washer, even though the existing one is only a year and a half old. Now I am out an additional $500.00! Moreover, I was certain NOT to purchase the WORTHLESS extended warranty this time. It is a unmitigated rip off!
According to the warranty, I am entitled to a $50 refund for no successful service repair within 14 days. I believe the inconvenience I have endured is much greater than the pitiful reimbursement of $50.00. I believe LOWES is obligated to replace my broken washer, or repair it promptly!
In closing, thank you for the opportunity to express my frustration! I suggest LOWES finds another appliance repair service and refrain from contracting with Axis Appliance, as they are creating more problems than they are resolving . In my experience they are 100% incompetent!
Rachael Berg, Esq.