Lowe's

Robert J. Sanborn

731 Highland Street North

Saint Petersburg, FL 33701

EMAIL: [protected]@GMAIL.com PHONE:[protected]

August 3, 2022

General Manager Lowes

2365 25th Street North

Saint Petersburg, FL 33713

RE: Bad Experience in Purchasing Garbage Disposal

I have been a faithful Lowes Customer for years purchasing numerous major appliances since 2002.

I do not like working so hard to spend money because of your incompetence, The whole process: visits to your store, numerous phone calls wasted my time and energy because you never solved the problem you created and did not solve

Compensation seems appropriate for my time and aggravation in what should have been a straight foreward transaction.

HERE IS WHAT HAPPENED

• On 7/11/2022 with my husband who is wheelchair bound and me dependent on a cane. It took us a few minutes to find a salesperson, but a nice man “Anthony” helped us. We noted to him that much of the information on the bill was incorrect. We gave him the correct address and phone number and said he changed it in the computer.

• After loading my husband and his wheelchair in the car. He noticed that the phone information was still incorrect. After waiting ten minutes on my cane. A salesperson tried to fix it; Anthony the original salesperson tried and then called a young manager with a dark beard came and tried to fix the phone number and address. (Didn’t get his name) The Assistant Manager said he would have to call IT. I told him that I had a handicapper husband sitting in the car and that I would just have to deal with it later. The assistant Manager told me he that he would resolve the situation, to me

THE ASSISTANT MANAGER ASSURED ME:

I did not need to stay till the problem was resolved.

Installation would not be delayed

The phone number problem would be resolved

I would receive the original paperwork by mail

I would receive a phone call to problem resolved

NONE OF THESE THINGS EVER HAPPENED

• Having heard nothing by Wednesday, July 7/13/2022, I called to speak to the manager on duty. “Jake” was very understanding said that he could print out the documents and would check on the installation. He then told me on the Loews site it had been schedule and rescheduled and was currently on for Thursday. He gave me the customer care for the installers.

• The call to the customer service was a waste of time after over an hour on the phone requesting to talk to a supervisor I was told that the operator had no way of contacting a supervisor but would in a request which could take up to seven days. I got a call Sunday during business hours with such an attitude in her message that told me not to bother.

• Thursday, 7/11/2022 I was in Lowes to pick up the paper work that “Jake” had prepared for me. While I was in the store my husband had called the customer service line and was told that it would be installed on Monday and that someone would call to verify the date and time. When Jake said that was what he had been told, I replied that that Monday was unacceptable He responded that he would try to get it done on Friday.

• Thursday at about 4:15 pm I called the store to ask for the status of my installation and heard “can you please hold” was stayed on hold for 30 minutes without a response, “Thinking that I had been lost in a phone hold maze”, I hung up. Dialed again to get the same “can you please hold”. After 12 minutes I got in my car and drove over to the store holding on to my phone. I hung up the phone when I got to the customer service, a total of 52 minutes on hold verified by my phone log. I asked to see the general manager.

• When I asked to see the general manager the same assistant manager I saw on Monday,7/11/2022 and he told me the GM left at 5pm and (thus he left while I WAS ON HOLD). The assistant manager said he knew nothing abut the situation.

o Jake who was leaving for the day interceded

 I noted to Jake that the documents he had printed had the same wrong phone numbers and the address from where we moved eight years ago.

 I also noted that the papers did not include a receipt which he instantly printed for me.

 Jake said he had sent a request to have the installation done on Friday. I had not checked my email, but it was there when I got home.

• INSTALLATION

o We did not receive a phone call to schedule the installation,

o We did not get a call the installers were on the way Monday morning,

o The installers arrived at the door at 9 am saying that

o The installers said they had been unable to contact us because they Lowes had given them the wrong phone numbers!

o

o The installer said they could install the garbage disposal now if that would be convenient. It was installed without further incident.

The entire process: visits to your store, numerous phone calls wasted my time because you never solved the phone number problem in your system which was all I asked to start with!

Jake was the only one who attempted to help me and was consistently doing what he said he would do!

You should not be making a customer work so hard to spend Money because of LOWES processes failed.

Again Compensation for my time and aggravations caused by Lowes failing to solve a problem in the beginning seems appropriate

Respectfully

Robert J Sanborn

Cc: Lowes Customer Service.

Have been fighting to get my claim resolved since may 19. have had 3 different service Technicians (company's) at my home to look at my GE fridge. was leaking coolant awful smell, not cooling was told by all 3 techs needed sealed system tech most likely compressor not worth fixing compressor about 8 to 900 $ and labor about 300. Everytime I follow up with assurant they tell me the service provider didn't provide enough information or the repair complete which repair never completed have spoken to someone on a weekly basis most of the time the agents hang up on me once I give them the phone number or reference number spoke with many supervisors never seem to be able to move forward. was told by many escalating claim or so sorry you have had to go through this really. I believe its time to reach out to BBB and small claims court 3 months is enough. Had I not gotten a new fridge on my own once the first provider came out and said it was the compressor I dont think this complaint would have been written this nice. very frustrated. All I'm asking for is to be reimbursed that why you get and pay for warranty's in circumstances such as this. Never got food reimbursement either. This warranty company is such a joke and waste of money.

Back in June our fridge starting leaking water, we made the call for service, tech showed up about 10 days later and said we needed a defroster sensor and a new freezer door gasket.

Two weeks later the tech showed up and said he was unable to replace the freezer door gasket as the door and the gasket were made together, he said he would be ordering us a new door part # W10815698.

About 10 days later we were notified that the part wasn't available and to contact the Lowes.

I've called a total of three times in the past 3 weeks and was told my claim was escalated each time someone would contact me within within two days.

At this time we still don't have any resolution and our our freezer is still not useable and leaks.

Purchased paint in April of 2022 submitted rebate form as required checked the status of rebate mid May of 2022 shows approved however never received rebate. Notified customer service who responsed to my issue in May of 2022 said it was mailed never received emailed their escalation dept multiple time said it is on its way still not rebate, I have over 12 emails to this still no resolution also have confirmation from lowes site showing rebate approved still nothing

NOT A HAPPY CAMPER TO SAY THE LEAST

[protected]@gmail.com

Ordered new doors for the front and back of our home in April of 2021. Storm/screen doors were also ordered. The doors arrived and installed. The back door was not installed properly and does not latch. Strong wind and the door opens. Must use the dead bolt to ensure the door remains closed. The storm doors also arrived, and they were the wrong size. They were taken back along with our old doors and allegedly new doors were ordered. To date we have not received the storm/screen doors and we cannot get an answer when they will be in. We have been paying for the doors and still have not received them. For the past year we have called and spoken with one Manager then another with no satisfaction. Empty promises were made, but no actions were taken. We have called Lowes Corporate office and still have not received any type of satisfaction or call back. It appears that we have been put on the back burner and/or forgotten. Payments are still being made and no product has been delivered. Excuses we have heard are that the manufacturer is having problems and cannot get product out. It was alleged that they now have a new manufacturer, but we don't have our storm/screen doors. I would assume that over one year is sufficient time to correct this problem.

My wife purchased a new refrigerator 4 weeks ago from our local Lowes Store in Cookeville TN. The store personnel were good. The issue came when the 3rd party company delivered. They told me wife they had the wrong icemaker. This was not factually correct. My wife spent days trying to resolve the "wrong" part. Finally went to the store and got the right one herself. They set up and missed 2 appointments to return and install it. I finally gave up and just did it myself. Lowes may say they have "free delivery and set up" but we all know this is not true. You're in the business to make money. You just no longer stock these items at tevery store. I expected to have the icemaker installed and would expect nothing less. My time is worth more then we had to pay for the icemaker. Should refund part of the cost.

I purchased a faucet and attempted to return it but I was over the 90 day limit. Although I did not have the receipt they found it in their system using the credit card and my phone number because I used the veterans’s discount. The cashier was very nice and told me that she could not return it because it has been over 90 days. I asked if I could have a store credit instead of a refund and she said that is not their policy. I asked to talk to her manager.

The manager came to the return desk with a an attitude from the start and very disrespectfully and rudely told me he would not return it or give me a store credit. I explained that I was remodeling and it didn’t match they way we thought it would and he saw that this was never taken even taken out of the package. He said “ I have a hard time believing it took you over 90 days to figure out it was the wrong faucet”. He then said “You wouldn’t have this problem I’d you got a Lowe’s credit card. I told him I didn’t want a Lowes credit card and I just wanted a store credit or exchange for one that matched and pay the difference.

I find it very unethical and corrupt to take advantage of a veteran that has proven the product was never used and purchased from that exact store. For a company that claims to be veteran friendly I would think they would never treat one in this manner.

I ordered a Dewalt drill bit (DEWALT 3/8-in 6-in Titanium Nitride Coated Hss Twist Drill Bit, Item #689774, Model #DD5124) online on April 23, 2022 for a project. I picked it up at the Lowe's on Lake Underhill in Orlando on May 2, 2022. Once I finished my project (July 28, 2022), I realized I didn't need the bit after all. The package had not been opened and is still brand new. I took the bit and the receipt to return it today and was told they couldn't refund me the $13.48 nor give me store credit. They simply shrugged and said the system said it was after 90 days and there was nothing they could do--even the manager confirmed there was nothing that could be done. When I ordered the drill bit online, there was no notification that it could not be returned after 90 days and nothing on the website that it could not be returned. I could understand if the package was opened or damaged in some way, or the item "expired" in some fashion. But it's a drill bit for crying out loud. It's as good today as it was 90 days ago. Lowe's in fact,has these drill bits in their store, so it's not some unique or specialized product that will go out of style or become obsolete. I continue to have issues with this particular Lowe's store and I keep going back due to its convenient location. I think this is the last straw for me--it's taken about 5 bad experiences and I've contacted Lowe's corporate in North Carolina several times. Lessons learned--stupid me thinking that things would improve. Home Depot, Ace Hardware, and Tractor Supply are in my future.

Pro Core Luxury Vinyl Plank flooring ($5,430.35) with installation ($5,023.85) was purchased on 5.30.22 by Lana Jennings 270.752.0501 at 42071. Installation was done on 6.28.22. The installers were intent on finishing in 5 hours and did not take note of a defective product that was not a matching color or finish. After daily calling 888.516.1010, a representative finally came to put eyes on the floor on 7.20.22 and filed a claim with Novalis who agrees to provide 21 boxes of product and $1400 for labor for a reinstall for Claim #NV-2015. Emily Vickers at that number finally called me back today to tell me that we can have the $1400 to have the re-install done ourselves, but the 21 boxes are only for Lowe's to do the re-install. Additionally, white quarter round was installed against wood tone cabinets. I am told that was my fault that I didn't notice that Lowe's did not send any quarter round to match the flooring. Instead there were multiple un-needed sticks of transition which I thought was quarter round.

We have a buyer for the house who will not purchase in this condition and who we stand to lose given no one can tell us when we would be put back on the schedule for the re-install. Nor do we want the same installers.

The delivery dates and times have not happened, hung ups via phone call ins by store employees. On emails partial units only promised and not delivered. This has been going on for two weeks! Marti (Martha) Bird, original salesperson was more interested in our opening a charge card, we were told all the cabinets were in the store, a lie. We asked to make sure.

We called in and asked for the store manager, they told us giving us that giving us his/her name was against company policy and then hung up on us again! This hung-up routine happened two more times. Then it was a part of the order was damaged. We stated send out what is O.K. and we can wait for one damaged section. Delivery never came. Fake names of managers were given to us, like Tom Boolukos. I asked him to spell the name. On the phone call this morning the male stated he didn't know why another name would have told you that. We were given a 4P.M. to 8P.M. time frame and we called in after 8P.M. and they stated if we were willing to take delivery up to 11 P.M. they would deliver, no delivery.

This is my second time writing on your complaint form. The first time the whole writing just disappeared.

On July 1, 2022, I applied for Lowe's credit card and did my application and verification. My credit report was pulled and System just generated a message that I will receive a letter within 7-10 business days. I waited till today 28 July and did not get a letter. I called Lowe's credit card department to understand why I had not received the letter. After 2 hours of being tossed around between several departments which each gave me different information about my application (one said I never submitted application, one said I failed to respond to the message about verifying my account, one said I attempted to verify but system declined it) I was told that "it is what it is, your credit will be pulled regardless of any system issues and it is locked once verification is not accepted and I can submit another application which they need to pull another credit report. This is illegal act. Lowe's should not process any credit pulling unless they are sure that the application and verification is complete. It is their responsibility to either delete their pulling of my credit report or process the application at this point. These companies need to be stopped from their system issues and using customer's private information.

We purchased a midea dishwasher in april of last year, which was available for pick up sometime june 2021 due to the pandemic. The pump went out by nov 2021 and was replaced under mideas 1 yr warranty. The pump failed again (flashbacks to our whirlpool fridge and ice maker nightmare, thank you lowes for no help with that) - several phone calls to your extended warranty provider, no appointments after many attempts as there are no service companies in our area will to work with them. I get an email telling me a gift card is coming they are refunding my dishwasher as they can not fix it- problem is the electronic gift card never comes - ive call for the 2nd time this week and it was going to be in my email within 2 days - that was monday -

I purchased a Bosch dishwasher from Lowe's and also their extended warranty. I agree with others, if you must buy an appliance from Lowe's do not buy their extended warranty. Instead wait and purchase it from the manufacturer of your appliance.

I have had a service person here six times for the same complaint. My dishwasher is not cleaning the top racks as it once did. My glasses and silverware look worse coming out than they did going in. The service people say there is nothing wrong with the machine. They say it is spraying water to the top racks. They cannot tell me if it is still spraying water hard enough during the cycles to get everything clean.

So now, Assurant will not cover another service visit for my complaint. They want me to pay the $108 for the service call and if there is a problem found, they will reimburse me. This company chooses the worst (and probably cheapest) companies to perform their service. Now I am stuck with a dishwasher that doesn't work correctly.

I wish someone would start a class action lawsuit against Lowe's and Assurant. From all the complaints about appliance non-repairs, I think it could win. I'm in if anyone starts it.

In June of 2020, my husband and I purchased a Maytag Topload washing machine for my mother at Oak Grove Lowes, Sullivan, MO. The transaction # is [protected]. The Model # is MVDX655DWI. Along with the washing machine we also purchased an extended warranty plan.

On June 19, 2022 the washing machine stopped spinning the water out of loads. On June 20, 2022 we called Lowes in order to get a repair service to come. The warranty for washing machines states "Lowe’s will respond to you within 7 days from the day you raised your complaint. In case, Lowe’s fails to send someone to repair the appliance, it has accepted to offer to customer $50 as compensation." This was brought up several times in phone conversations and the $50 has never been sent.

Meantime, the repair service fixed the machine long enough for it to run a couple loads through normally then return to the problem of not spinning the water out. After several calls and hold times to Appliance RX, Rolla, MO, which culminated in talking to the owner. On the day that I spoke with the owner of Appliance RX about the problem lingering, she learned from Assurant (Lowes warranty service provider) that the control board that is needed for this machine is on indefinite back order and Assurant is just paying out on the machines under warranty that this happens to. Appliance RX said I just needed to give Assurant the case # that I was given by them and this would explain everything to Assurant, who would then issue a gift certificate for the retail amount of the machine.

However, each phone call made took many minutes of hold time and often a hang up occurs about the time I would get through. Finally upon finally getting through with Assurant, I was told that they would have to hear directly from the appliance repair service that the case was being closed for replacement. THey said that the case # I gave them did not indicate the case was closed, but rather that a repairman was going to come again. So back to the phone calls with Appliance RX, whereupon they did make the phone call to Assurant on July 14. She was kind enough to call me back and say that it was taken care of and that Mom would have her email from Assurant within 72 hours.

On July 15 Mom got an email from Assurant saying that "Repair is Complete". It did not say anything about the case being closed for machine replacement. After another call to Assurant revealing nothing helpful, we filed a formal complaint with Lowes Corporation on July 19. The employee (Jeffrey ID # 4257393) that we spoke to took down the information and looked into the case. Jeffrey was very friendly and polite. He did not mention anything about an email having been sent out stating the machine was being replaced. We tried to speak to a supervisor to get further information but after holding for a while, we were told that a supervisor could offer us nothing more. So we opted to be put on hold for Lowes Service Advantage Program to see if they could help further, but after holding for 45 minutes the call was put through prompts that led to being disconnected.

After a few more days of no emails we called Lowes again and talked to Ariella. After learning nothing more from Ariella, we were put on hold to speak with someone from corporates "inside team". We then spoke to Rose who told us that an email with a gift card had been sent to Mom on the 15th, which seemed odd to us since we had spoken to Jeffrey on the 19th and he had not mentioned that. As we spoke with Rose, we checked and were not able to find any email from Assurant, Lowes, or their electronic gift card services either in her email program or in her spam folder. It was then that Rose discovered that the email had been sent to the wrong email address. They had left a letter out. After correcting the email, they said she would have it again within 2 business days as it had to go back through their validation team to make sure that she did not cash it. How does one cash a gift card that never made it to their email?

After 2 or 3 business days went by we called Lowes and spoke to Ben. Nothing new or helpful was learned.

On July 27 I called and spoke to Amne. She said to allow 2 business days. At which point I questioned why, since we have waited 2 business days, upon 2 business days, upon 2 business days. It has now been 48 days since my 88 year old mother's washing machine quit and 47 days in which we have made calls every 2 or 3 days to try to get it repaired/replaced. After asking Amne if I could speak to a supervisor, I spoke to Rachel, who said this is the process that it must go through; however, she did add that Mom's email provider may not be allowing emails to come through with gift cards. She took my email address down to send it to...in 2 business days. I asked to speak to someone with the authority to send this on through without delay. I was put on hold and after a few minutes spoke to Ram. Ram assured me that 2 more business days is the necessary procedure for it to go through since each time they send an email that does not go through to wherever it is supposed to arrive, they have to send it back to their validation team to make sure it was not cashed.

After getting off the phone with Lowes this round, I called our local internet provider in which Mom's email is associated. They said they have no filters that would prevent a gift card from coming through.

Drive way was beat up bad with several marks from fork lift. Several areas of driveway are damaged by fork lift teeth/tongues. A large order was placed by Neal Williams Inc. c/o David Wilhoit to build a deck at address herein. Purchased material at Lowes 0404 Home Center, 1703 South Forty Drive, Greensboro, NC 27407

Sales# S0404KF1 2671692 Trans # [protected] 07-18-22

# of items purchased 161 $1790.35

David Wilhoit

[protected]

On July 30, 2020 we purchased a new Samsung gas range NX58M6630SS from Lowes. Thankfully we also purchased an extended 3 yr. warranty.

On April 22 (21 months after our purchase) while my wife was baking, our home suddenly filled with gas and we had to evacuate everyone one quickly and cut off the main gas supply. My 60 yo wife and a handicapped individual that resides with us were terrified. We called the Lowes warranty number and they sent a technician out April 29, 2022 (8 days after the incident) while we did without a range to use. Upon examination (with the gas still cut off), he discovered an electrical short related to the oven light. While there, he related his findings to Samsung by cell phone along with a photograph he took of the shorted part and told us to contact them the following day. Since then there have been two additional servicemen to come and look at the range. The last one told us he would need to order parts and would talk to his boss about resolving this issue and that the ticket would remain open. Now, 3 weeks later (7/26/2022) we called customer support and were told that the ticket had been closed due to the technician not being able to connect it and we’d have to get our gas company to “Red Tag” the range to resolve this claim. There is an electrical outlet within 2 ft of the range and a portable connectable propane tank within 6 ft. (The range is set up for propane)

This is not acceptable to us as our family and home could have been destroyed as a result of this defective Samsung range. My wife is terrified of gas ranges now to the point that I have paid to have the gas stove line completely removed and a electric line installed.

On May 5, 2022 we purchased a GE electric range from Lowes to replace the Samsung which is now on my covered patio in a protective wrapping until this matter is settled.

On June 7th I purchased a Char Griller Grill #9800 I was informed by sales clerk none were assembled but could be assembled and delivered by Thurs the 9th. On The 9th received a call from sales stating grill was not assembled yet, but would be delivered by the 11th. On the 11th no grill and no phone call from store . I called and after numerous attempts, finally spoke with someone who informed me it would be delivered on Sunday the 12. Sunday I receive grill #1. Was unable to use until July 8th. Due too being out of town. On Friday the 8th of July attempted to use only to discover grill would not ignite due to error messages and unable to connect to Bluetooth as is stated in directions. Attempted to call store after getting transferred everywhere but the right department. I called the Lowes 800 customer service. I spoke with a very helpful lady who arranged for defective grill to be picked up and replaced with a Working one. On Sat the 9th store called and picked up defective grill. At which time I was told no grills in stock were assembled ,but a replacement would be delivered by Tue.12th. On Tue no grill and no phone calls. Again I called and after numerous attempts was finally told grill would be there on the 13th. Grill #2 showed up on the 13th , when received it had several dents in it and was not completely assembled. Tried calling store to no avail. On Thurs the 14th went to store spoke with Asst. Mgr. Mark. who told me again no grills assembled but could get one delivered by Sat 16. On Sat 16th Grill #3 was delivered, but unable to get off delivery truck due to wheels on grill being broken. Driver left with grill still on truck and did not pick up grill #2. At which time again called store spoke with Mark who stated no grills in stock but would have one transferred from another store and delivered by Tue.19th. On Tues. AGAIN no grill no phone calls. Again called store and after numerous attempts and a Litany of reasons why Mark could not come to phone left several messages and was told he would call back. On Wed the 20th no return calls, went to store and again was told not available, finally another Asst. Mgt Matt showed up said he was aware of my situation, further stated gill was in the store and yet to be assembled. Said grill would be delivered on Sat the 23rd. On Sat 23 grill #4 was delivered with no owners manual no rear smoke damper on grill ad no grate lifter. The damper is a critical piece in the lighting and extinguishing of the unit. I have just attempted to contact Char-Griller direct to see if they can help remedy the problem. What I cant understand is why after 4 failed attempts I cant get a working grill ! Can you HELP ! Thankyou.

I bought a stove in June/July of 2019 it has been letting out unusual amounts of heat for the entire time. I complained at the beginning and Lowes said it was normal. finally after smelling gas for a long time around cooking I had the gas company out. They found that the door was not assembled properly or is missing the seal that keeps the heat in. They also found there was dangerous gasses seeping out of the stove. This was not from the new gas hose it was form a part within the unit that is defective or not the proper fit.

I contacted Lowes and told them the gas company shut off my gas and red tagged the stove. They told me to get a replacement I needed to have 3 different techs come out 3 different times. They set up a tech appointment with an external company that never showed up or called.

Dear Lowe's, I am still complaing about that craftsman chain drive garage door opener I bought on April 12th 2022 on line for 208 dollars. I notice the price in May was 50 dollars cheaper. I should be entitle to a 50 dollar rebate. I don't trust buying anything from you again if you lower your prices within a month and no rebates are given, Thank you Joseph Pullano . [protected]@hotmail.com