Complaints

• Initial Complaint

  12/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  At the beginning of September, I purchased a storm door from Lowes. They had Install Partners install it. The installer, ***, came out around September 13th and took the measurements. The door was ordered and on Oct 18, 2024 the installer came and installed it. I could see he was getting aggravated and frustrated because he was angrily throwing his tools out of his tool bag. He was also forcing the door to fit properly. After he left, I went to walk out the door and it wouldnt open. The bottom was jammed. My son got it to open and after close inspection, we found there were different s**** sizes where they shouldnt have been. Flat head screws and large head screws. There were also numerous drill holes made in the door and around the inside frame where there shouldnt have been drill holes. I called Lowes and told them I want a new door since the installer damaged this one. Lowes had ********* from Install Partners come out to inspect the work done. After inspecting all the damage on the door, he was not happy with it and he actually said, well Im not paying to replace this door (in an angry tone). He also said it was not measured correctly. In the meantime the locking mechanism in the handle doesnt work because the door wont lock. After numerous calls back and forth with Lowes district manager *****, Install Partners, and the door manufacturer, they have all decided that I am not getting a new door but they will replace the door handle mechanism and I have to pay $50 to do that. And as far as the additional holes drilled into the door, thats just cosmetic, and they can come out and fill them with putty. I told her I want the door replaced and she said thats not going to happen. I told her I am going to contact the BBB to get this rectified. I dont know what else to do from here. I have 15 photos of the damages done to the door, which I sent to Lowes and to Install Partners.

  Business response

  12/30/2024

  I reviewed the order and it appears that ****** was looking to address the matter. We had a work order in place to replace the door but ****** has since cancelled that work order but I'm unsure on the resolution with the customer. We don't accept funds from the customer that is all handled through ****** along with any re-ordering of product and/or compensation/refunds.

• Initial Complaint

  11/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased an entry door and two storm doors from Lowes. Install Partners are Lowes preferred third party contractor for this work.The installation date was set for a month. On the day of installation I got a call from the installer saying he doesnt do "lead work" and due to the age of my house it is required (even though I know for a fact there is no lead paint anywhere). So he cancelled on me an hour before the install date, on a day I took off work specifically for this. After going to Lowes and complaining I got a call from the scheduler at Install Partners, saying they will reschedule the next day, Saturday, 8am. So I cancel my Saturday plans and get up and wait. And no one shows up. I reach out to install partners but they are closed today. Their chat is off today. When Lowes opens up I call them and they tell me it was rescheduled for SUNDAY, which is not what I was ******* now i have to cancel my Sunday plans as well.And I haven't even got to the installation quality of work yet, because Im not sure if I will ever see it at this rate.

  Business response

  11/04/2024

  Hello BBB,

  It appears we were able to get out on Sat to complete the project. However I do see the reschedules in the system for the customer and we are willing to look at compensation for the missed appt. This would have to be done through ****** as we do not collect or disturb funds that is done through *************

• Initial Complaint

  10/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased two sliding glass doors through Lowes to be installed by Install Partners in July 2024. Not only was the job poorly done with messy caulk all over, we later realized that these doors were both leaking and allowing water to come in underneath. A white water would come from under the doors every time it rained. In April 2025, I started the process for them to come out to repair. Multiple calls were made just to get inspections scheduled. I would be promised someone would reach out by the end of the day and hear nothing. After two separate inspections both saying different things, someone was finally sent in early September to reinstall both doors. We were told then that there was water damage, but it was fixed. This week after a day of heavy rain, buckets of water was leaking through the doors. The door upstairs that was reinstalled was leaking water down to my basement door that was also reinstalled. I now have ruined drywall, ceiling and carpet And I would imagine insulation and wood within the walls. I was reassured by two people from ***** that I would get a call today to again schedule an inspector to come out and now after hours, I have received no call. Last time this was a 5 month process just to get someone to "fix it" and now my home will continue to have damage every time it rains while I wait out someone to correct the problem. These doors have now been installed incorrectly twice.

  Business response

  10/11/2024

  We are working with the ****** and ****** to resolve the matter. It looks like we went out and inspected the job to assess the issues. We are going to have to R/R the doors and install a sill pan to assist with the water run off from the siding.

• Initial Complaint

  08/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I came into a Lowes store to purchase and get a front door to my home installed. I was told I cannot provide the measurements to my door without a Lowes install partners technician comes to my home to take measurements to service me. I paid $35 and scheduled an appointment. The policy states 2 business days for the technician to come out. On August 21 they were supposed to come and it is now August 23. They keep giving me the run around on the phone and simply do not want to provide me the service that I paid for. This is incompetent service and underperforming behavior that is unacceptable. Please help and get someone to install my door.

  Business response

  08/26/2024

  It appears as of Friday afternoon we have an appt set up to measure the doors on Tuesday 8/27.

  Thanks,

  *******************

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  August 8th 2024: PLEASE REFER TO DETAILED TIMELINE OF EVENTS ATTACHED IN DOCUMENTS.Summary: we ordered our doors on May 17th in the Lake in the ***********. We had a schedule date of July 30th with a NO CALL NO SHOW. No one in any party (****** Corporate, Installation Support, Install Partners) will communicate with us. We have attempted contact via phone, text, and chat over 8 times with no updates or answers. We are paying for a service that was never completed. We need it done in the next week.

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  In January 2024 I ordered windows from Lowes. When the windows finally arrived (Install partners tracked the order status until delivery at Lowes), One of the windows was not delivered and a kit to connect the top of one of the windows was not in the order. ***** finally found the window, but had to reorder the **** kit for the other window/s. This when it really gets bad. The call center had trouble figuring out if the **** kit had been installed. they kept putting the issue on a schedule to follow up on it (as Procedure) and then when it was never found would follow up on it again. The **** kit was supposedly ordered 3 times. After I got tired of the continued "follow up procedure" I started asking them to call the store while I was on the phone. I begged them after waiting for so long to do something and they said their procedure was to message the store and wait 2 working days for response. Instead of streamlining the historical problem to help the customer get the issue resolved. AFTER I finally got the lowes representative on the phone, I found out that they never actually talked to them. They lied that they talked to ***** and the Lowes employee said that they never had any interaction with install partners. Install partners actually had information in their system a couple of times and I had to push them about the accuracy of the order for them to "find" the answer. They are incompetent, lazy and have zero customer service values.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This experience has been nothing but a headache from start to still not finished. I had 2 patio doors installed in February and now it's ***** and my main issue still isn't resolved. When I got my patio doors installed, I took off work and the guys came outside the install time to complete the job. I had issues with the screen door locking, bad caulk job, and door leaked, so I had to jump through hoops to get someone to come out. When you call, most of the people don't have voicemail set up so you just have to keep calling. When I was finally able to schedule the installers back out they fixed everything but the screen door shutting so it can lock and I was told "that's just how these doors are". I've got 2 kids under 2, if these doors are open then I need to be able to lock the screen door. I then called the company again and said I need someone else out to fix the screen and they said they would have someone call to schedule it. Someone called back and said they would have the area manager come out to take pictures and schedule something afterwards. No one called and I received a text for the "install time window" just to have the manager come out. The manager didn't even come in the time window. He called right before he came, took pictures and said he'd have someone call me. That was 2 weeks ago and I've called and texted him and still nothing has been done.

  Business response

  04/09/2024

  We reviewed the notes on the last work order from the area manager who went out and it appears like a new lock is needed for the screen door based on the report. We are getting back to with ****** to make sure its ordered and when it arrives we will set up a work order to come install the new lock set for the screen.

• Initial Complaint

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Their employee showed up and started the job. Then got a call from the manager. Went out in my front yard and had a large cussing and shouting conversation over the phone with the manager for over a half hour. Then comes inside and says someone else is going to come do the job. He left leaving exposed, live electrical wires. The other installer went to the wrong address. Then argued with me that they are in the correct spot. So I went to Lowes to try and straighten it out. Lowes would not help. Just refunded the install but would not take care of the exposed wiring. I had complaints from my neighbors who had to take their kids inside because of the installers cussing and then they left the old appliances and the boxes for the new appliances in my front yard. Getting me in trouble with my HOA. We are very lucky one of the kids did not touch ch the wiring. And its later out on the floor which is a fire hazard. They have no regard for human life or protection of peoples personal property. They should not ever be allowed in another home! I would appreciate an apology from them and also an apology to my neighbors whos kids had to see that!

  Business response

  03/12/2024

  We spoke with the area manager with regards to this project and the details around it. We have dissolved the contract we had with that sub contractor and he will no longer be allowed to contract any work through with us. The second crew that was dispatched had a couple addresses sent over from ****** and unfortunately went the wrong address. We apologize for what transpired on the project and are working on measures to hopefully ensure this doesn't happen again. 

  Thanks,

  *******************

  Customer response

  03/12/2024

  Complaint: 21405089
  
  I am rejecting this response because: they did not address the safety/fire hazards they left  in my house. And I gave the second crew the correct address. Install partners did not communicate and had no regard for the safety of my family and property. They had the correct address from the beginning because the first guy that showed up obviously came to the right address. What a generic answer they gave! Completely unacceptable. I think they need to pay for the electrician that I had to hire to come check the wiring and make sure it was safe. 
  
  Regards,
  
  *******************************

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I realized the same day poor quality of product and their Scam of an Installation and notified salesman ************************* same day 2-20*****.The next morning, *********, I called store manager, ************************* complaining about the poor quality of product and this Scam of an installation I'm witnessing as it's taking place.On **** ***** store manager **** assured me someone from Install Partners would be calling me within a couple days to set an appointment to inspect and evaluate the issues I had complained about.A work order was created 3-3*****, yet nobody has made contact with me to schedule a date to address the issues I had been complaining about, poor quality of product and a scam of an installation.********************* finally called 3-10*****. I mentioned that his installer was measuring Twin windows 1" Shorter than Required for a quality install.***** immediately being confrontational and insisting that the new Windows are exactly same measurements and size of what was taken out as if he did the measuring himself.On 3-10*****, someone claims I threatened them with bodily harm. I, ***************************, am demanding the police report that ********************* filed with the Police department.If anyone is ever threatened with bodily harm, they should always Report it immediately to the authorities.But if it's a lie, reporting False Reports is a Crime in itself. Now this matter has been sent to ****** **************** where they simply ignore the customer.To ban everyone from doing future inspections leaving the poor quality of product to remain in the customers home and to Charge them for everything.****** are the one's who should have been there from day one to address and fix all issues that were mentioned by the customer.

  Business response

  02/12/2024

  Hello BBB,

  The order was purchased through ****** and I believe to my knowledge has been refunded.

  Thanks,

  *******************

  Install Partners

• Initial Complaint

  10/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Around mid March 2023 my husband and I paid $ ***** to Lowes located at the ******** ** store #**** **** S.H ************************************* we were told by the representative (*******) that someone would call us and set up a time to come to our home and measure our door so the representative of windows and doors (*******) would know what kind of storm door we would need. We purchased a WTS Platinum SG Storm Door: 36 x **** Aluminum storm door: ****** ********************* On 3/2023 (*******) from Install Partner came and measured our front door. On May 10,2023 an employee from Install Partners (might be *******) came to install the storm door. After he finished putting the door up, I told him that the door did not look right because when he closed the storm door it did not line up to the top frame of the door.(see photos). He replied "Ya I notice that as well, I will put a work order in for them to order something to fill that gap up there." O6/02/23 Install Partners came back with a piece of black like foam to go across the top, but it did not fit. On 06/29/23 that same representative (*******) came back out with a thinner strip and it still did not fit the door. I called the Install Partners group and spoke to I think (********) and told her that I did not want the representative ******* to come back to my home due to him arguing with me, when I told him that someone else needed to come remeasure the storm door. I called ******* from the ******** Lowes and expressed my frustration and disappointment with the Install partners and the inability to resolve this issue. He stated " you and another woman who order the exact same storm door are having the exact issue with the gap on the top, they still don't know how to fix this issue and may have to refund you guys your money back." On 07/13/23 Partners reached out to me again and scheduled appointment to remeasure the doors for 07/19/23 @ 2:00pm at 1:15pm they called me and cancelled the appointment. On this same day I asked to speak with management, because I was mad. I had take off that day for them to come take care of this issue management did not care and was very non responsive. On 7/28/23 the same person (*******) came back out to my house to look at the gap again. He left and came back out to my home on I think 07/31/12 it was a Monday) without my permission or scheduled appointment, He took new measurements and more pictures of the storm door. I called Samantha *********************** told her that my camera doorbell showed him doing this, she stated " they're not allowed to be there when no one is home. I forwarded the doorbell camera picture to *******. Partners has reached out to me 3 times this month (October) wanting to come back out to my home. I am totally over them and mentally exhausted going around and around with them and the storm door. All I want at this point is a full refund and they can take the door back. I can't afford to loose anymore time off from work dealing with this.

  Business response

  10/30/2023

  It appears we were attempting to return to correct the concerns with the product and we were not allowed back to the site. ****** has since canceled our work order to return two the site. If a refund is desired it would have to go through ****** since Install Partners does not collect funds direct from the consumer.

  Thanks *******************

  Install Partners

  Customer response

  11/03/2023

  Complaint: 20749987
  
  I am rejecting this response because: Install partners have been out to my home 6 times since the door was installed. Each time they walk away telling me the same thing we are going to order piece to fill the space. The only person that I requested not to return to my home was their employee *******. As I stated before that he was very arguementive. I asked Install Partners not to send him back and they continued to send him for every door measurement. Install partners is a very deceptive company and I plan to go further with my complaint until it is resolved. 
  
  Regards,
  
  *************************

  Business response

  11/08/2023

  We are willing to look at a refund on the project it needs to run through ****** vs direct from Install Partners.

   

*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. ↩