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My name is Robert M. I'm a neighbor & friend of Marge S. so I'm a wittiness to what Lowes have put this woman through. They really need to be ashamed of themselves. I'm also here to put in what Marge S. left out. Out of 4 times of their delivery people coming out and 8 delivery men only 2 of them spoke English. They never leveled the washer or dryer when the first delivery. I looked how to level the washer & dryer online it says to lower the machines as low to the floor as possible then level both machines to each other. When they brought the right dryer that she ordered I caught them before they were able to unload the machines of the truck and told them what it says online they didn't understand a single word I was saying. This is America if they are sending Spanish speaking people they should send at lease one English speaking person. So Marge still has a washing machine that's unlevel & 2" off the floor the dryer is also unlevel & adjusted all the way down. I told Merge I will adjust them for her but she says she paid them to do it why should she pay them if they refuse to do the work. I have to agree with her. She also paid for a 3yr extended warranty I found people online saying Lowes wont honor their warranty and no one will do warranty work for them. She paid over $1200.00 for the machines including Delivery, installation, extended warranty I found a matching Amana washer & dryer same machines Marge ordered new in the box for $800.00 for the set delivery & installation included. Marge & I feel they should take off at lease $300.00 on her bill I bet I can get a lawyer take this case & the court will make Lowes pay all legal fees. There's over 2000 complaints on Lowes Over 200 other complaints saying Lowes wont pay for warranty work. I'll bet if they don't work with Marge they wont get even $800.00 out of this deal by the time they pay all legal fees and return the money for services they didn't render.
Desired outcome: Take at lease $300.00 off Marge's bill for service's not rendered and aggravation. No 81yr old woman should have to go through what Lowes put her through
They've been out to her house 4 times to correct the problem and They still haven't corrected the problem. How many times do you suggest she should give them to correct it. She isn't comfortable running the machines they are beating themselves to death. I told her I would adjust them for her but she wants what she paid for. She is 81yrs old She's in bad health she has a mechanical heart valve She doesn't need these problems and aggravation Lowes has been told this but they don't take things serious. She says the washer works great other then she has to play with the start button to make it work and because its unbalanced and beating its self to death on spin. Also she bought the 3yr extended warranty and in the complaints I see there is over 300 complaints that Lowes wont pay for warranty work. Isn't it illegal for a company to sale you something that wont work for you. Why should anyone buy a extended warranty if they can't get anyone out to fix it. I'm sorry but I don't see anywhere where it says those complaints has been resolved. So that means when her machines starts giving her problem like now she will have to fight Lowes to come to her home to fix it. now you tell me how much she should she get for her problems. The 3yr warranty cost her $164.00 since they don't honor it she should be refunded it + stress and aggregation. The machine comes with 1 yr warranty and they can't or won't take care of it. The problem she has the people they have delivering and setting up the machines. They aren't trained how to set up and install washer & Dryers. Her refrigerator & range is on its way out she also needs a new toilet She's always been happy with Lowes until this she says she will never buy from Lowes again so I will take her shopping at Best Buy or Menards this weekend. She really needs to have this resolved.
Appreciate your update Robert.
If you both really believe following a legal strategy is the way to go, consult your attorney.
Please let us know how that turns out.
Mr. Helpful
So that's your answer? so you think they shouldn't make things right for her? her credit card company told her not to pay the bill they are disputing the bill. It's under investigation. She has gave them every chance to make it right. The bank says its up to them to a hold of her to straighten it up. the machines come with a one yr warranty and she bought a three yr extended warranty. They should warranty it don't you think so?
With respect, is there a reason Humana Health Insurance is involved and is there a reason you (or they) would be aware of any details, at all, about the current status of the situation?
Unfortunately, it would appear the legal avenue hasn't garnered the response hoped for.
According to the complaint, it would seem the issues are twofold: one, that the delivery drivers did not speak English and two, that they did not properly level the units. Even in this letter, her neighbor states, "She says the washer works great..."
In the first part, I would agree that it would be nice if someone on the team was able to communicate better but there is no law or contract in place to require it. In the second part, unleveled units do not mean either piece is defective, only that they're off balance. This would normally not fall under any type of warranty, either manufacturer or extended.
Legally, the best one might hope for is to have the cost of an independent servicer come out to do what was either actually contracted for or, at the very least, implied in the delivery and "installation" of the machines. If she could show that: (1) it was the responsibility of the delivery team to level the units and (2) it was not done so a separate provider had to be contracted to finish the job, then it might be reasonable to expect the merchant and/or delivery company to shoulder that cost. In addition, the actual cost of feeding the machines at the laundromat for a day or two might be reasonable. Whereas it would be her responsibility to mitigate any other damages or costs, any more would most likely be rejected by a judge. Costs for any lost time or frustration is not recompensable.
Look, this whole thing is making a mountain out of a proverbial molehill. It's a minor thing that any attorney would shake his/her head over. It's not something for a superior court -- only small claims and, at that, there's maybe a 50/50 shot at receiving a very small award of damages. It's not worth the time and it's not worth the ongoing frustration.
As for not paying a credit card charge, most any charge can be disputed. When it happens, it usually means that charge is TEMPORARILY removed from the statement while the transaction is reviewed. Whereas the units were actually purchased and the merchandise is in the possession of the consumer, the charge will likely be returned to the statement.
If there is something actually not functioning on the units, we'd love her to contact Whirlpool's (Amana's parent company) customer service number at 866. 698. 2538. They'll gladly send out a local authorized service technician and, assuming a defective part is found, Whirlpool will cover the cost of the part and any related labor.
Please, keep us informed if there is anything else we might be able to assist with.
Hi Robert.
We appreciate that you would offer to help and even defend your neighbor. That's very nice of you.
It sounds as if everything is working correctly and the concern is leveling the units. Lowe's is always happy to assist in making sure something is done, hopefully to the customer's satisfaction. You'll want to have your neighbor contact Lowe's to set up a day for a truck to return.
There are many ads online for just about everything were unethical merchants advertise products for cut-rate pricing. It doesn't mean the products will ever arrive, let alone in a condition one might expect and, if the products are sold sideways, they may not even be warrantied. It's why many legitimate retailers won't consider trying to match or compete with such advertising.
One wants to be careful about suggesting or threatening to take legal action. To start with, one doesn't get aggravated over non-English speaking drivers and unbalanced appliances and receive some large judgement, let alone a settlement. One has to prove damages after giving a company like Lowe's ample opportunity to correct the issue.
One would also be wise to consult with an attorney before making idol threats. Prior to ever taking any case, most attorneys require the client pay them something called a retainer. These retainers are used to cover the attorney's time and expenses in perusing the case. They are not usually refundable and start, commonly, at over $2000. Any ethical attorney would tell your neighbor that the amount, if any, for damages would not result in a case that would require an attorney on her side. She'd file in a small claims court and, because she would be suing an entity and not an individual, she'd be going up against an attorney on the company's side. Frankly speaking, she'd be wasting her time and money in even pursuing such a claim because there isn't any actual damages. It's also possible that, based upon the judge, a defendant could countersue for misuse of the legal system and win a judgement.
Most importantly, once one even threatens legal action, many companies, by policy, immediately stop contact with the customer and require all communication go through their legal department. The point is, one wants to be careful about making idol threats. Respectfully, it can turn things against them.
Again, have your neighbor contact the location she purchased the units from. They aren't going to renegotiate the pricing but they will try to finish up anything that may have been missed.