Purchased a new mower from Lowe's (over $3,000) and purchased the Service Advantage Plan - Extended Warranty for several hundred additional dollars. We had a minor mechanical issue with our mower early this summer. We noticed the service center charging/billing Lowe's for services not being performed and reported the concern. Our mower was returned the exact mechanical issue was experienced again. A pulley spindle from the deck came completely off. The service center was contacted through Lowe's service advantage and a pickup was scheduled. The mower was "repaired" and returned several weeks later with a destroyed battery and acid residue spread over my entire mower. This was early August. We immediately contacted Lowe's Service Advantage with photos documenting the damage. The mower also had never been repaired properly and yet Lowe's Service Advantage had been billed for services/repairs not provided. We brought this questionable activity to their attention and demanded our mower be repaired. At the same time we started receiving harassing phone messages from the service center noting we had reported them as crooks. We never reported this service center as "crooks" but did report questionable charges for repairs and parts which were never conducted or installed. Lowe's Service Advantage refused to repair our mower because to damage took place at the service center. Normally, I would not have an issue sending my mower back for repair but obviously a member of the Lowe's Service Advantage organization contacted the service center and shared our concern due to the harassing messages we received from the service center. Who would realistically trust a $3,000.00 investment with a service center likely to retaliate. We refused to return our product to the original service center and demanded another service center repair our mower. Finally, around mid September, we were contacted by Tena Wilson (Lowe's Executive Group) and promised our mower would be repaired using another service center. The new service center picked up our mower just over three weeks ago. Last night I received a personal call from a Lowe's Service Advantage representative asking about our satisfaction in the repair. I explained that I did not even know the mower had been repaired. I asked about the repair and no information was available. Today I had planned to contact the new service center and check the status of my mower. I arrived home to find (2) messages on my machine. (1) Lowe's Service Advantage stating we would have to contact the original service center who damaged our mower for the repair and (2) the service center calling to schedule delivery of our mower which Lowe's Service Advantage (again) refused to repair. Both messages humor me because we just received a message the night prior checking the satisfaction of the noted repair which never took place. We are sick of excuses. Tina Wilson (Lowe's Executive Group) promised us our mower would be cleaned of the acid and repaired from the damage it experienced while at the service center. She lied. We are now through with negotiating. We are demanding a full refund for the mower as well as the worthless Lowe's Service Advantage Plan. I feel we have been incredibly patient and extremely flexible until now. Should we not get more than three weeks use out of a $3,000.00 mower protected with a several hundred dollar protection plan. Ask Tina Wilson and see what she will tell you today... Tina. Wilson@ lowes.com If she answered to me, she would be providing a detailed explanation on why her poor judgment and lack of concern are costing Lowe's unnecessary legal fees.
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