Complaints

• Initial Complaint

  02/22/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a refrigerator from LOWES on November 4, 2021. The delivery people came, broke my door on the outside, then installed the water line and left. Never made any adjustments, or even checked to see if it was working. I noticed the doors were crooked so I called them about the broken storm door and about the crooked doors. They sent someone out to adjust the doors and repair the broken door. Then about a month later, my milk juice and everything in the refrigerator was freezing. So I adjusted the temperature. 3 months later, the doors are crooked again. After several attempts to reach them, Lowes refuses to send someone out to repair and correct the problem. The Assistant manager at the Cleremont Store *****, told me I should look at the tutorial and fix it myself. I paid $1,800.00 for this refrigerator. The order # was 736213705.Ordered on October 20, 2021 and delivered on November4, 2021 which is considered the purchase date. The Location was 907. The Model # was WRS588FIHZ Whirlpool side by side. Since LOWES refuses to come out and adjust these doors, I want them to come and pick up this refrigerator and refund all of my money. The phone # is ************.

  Business response

  02/23/2022

  02/23/2022
  
  Better Business Bureau of Southern Piedmont and Western **************
  ***************************************************************************** 28105
  
  Name: ********* Vosges
  RE: Case #: 16784772
  
  Dear *********************************:
  
  Thank you for giving Lowe's an opportunity to respond to your letter.
  
  I am in receipt of your 02/23/2022 correspondence regarding a complaint that has been filed by ********* Vosges.
  
  Lowes has begun an investigation of the facts and claims set forth per your correspondence and will work with ********* Vosges to address their concern.
  
  Lowes appreciates the opportunity to address this matter. Please do not hesitate to contact me if I can be of further assistance regarding this matter.
  
  Sincerely
  **************
  Lowes Executive Customer Relations
  **************
  

• Initial Complaint

  02/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a patio door in November 2020. It was delivered to store in December and installed in January 2021. I called to have the door installation corrected several times because there are gaps and air coming in the house making my home cold causing me to use my fire place and my energy **** rising. My house was still cold this winter and I couldnt figure out why it was so cold until my son who is way taller than I am felt the air coming in through the top of the door. I called Lowes back to inform them that my door was still not installed correctly. The manager on duty said sorry your door is no longer under warranty and i informed her it had never been installed properly. I contacted the complaint department and they submitted an approval to have the door looked at but it said the installation manager had to look at it and approve it and call me within ************************************************ but I called them back and found out that she didnt approve it and threw it in the trash without notifying me. I contacted the complaint department again and they approved it and scheduled another vendor to come out and look at the install. Supv said they could only repair it if its an install issue. On February 1 the company came out and looked at my door informing me that the install was so bad he couldnt repair it that I would need a new door. It is now February 17 and Ive called mill work in ****** ***** more than ********************************************************************************************** with my options and installation never called. A representative from the company that made the door also came to my home during the timeframe to make sure the door was ok. He also said it wasnt installed properly and measured it so the installer would know how to correct the problem and took the information to Lowes so the installer would know how to correct the problem. My door problem still exists and I would like to have the issue resolved.

  Business response

  02/23/2022

  Dear *********************************:
  
  Thank you for giving Lowe's an opportunity to respond to your letter.
  
  I am in receipt of your 2-23-2022 correspondence regarding a complaint that has been filed by ***********************.
  
  Lowes has begun an investigation of the facts and claims set forth per your correspondence and will work with *********************** to address their concern.
  
  Lowes appreciates the opportunity to address this matter. Please do not hesitate to contact me if I can be of further assistance regarding this matter.
  
  Sincerely,
  **************
  Lowes Executive Customer Relations
  *************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩