We purchased a new dishwasher and garbage disposer form Lowe's on Monday, April 4 and were told that this would be installed within 72 hours. We were called by the installer on Thursday, April 7 to stated that he would be here the next morning to install.
When I arrived home on Friday evening, the kitchen floor had water in it as well as all underneath the kitchen sink. We called the installation department and talked to Shirley who told us that she would call the installer and have him come back out. I also requested to speak with a manager at this time and was told that they would not be available until the next day and that she would have him call us. The installer called and stated that he would come inthe morning to resolve the problem, meanwhile we are still unable to use our new products and now we are also unable to utilize the kitchen sink at all. I have company at my house for the weekend and this is very inconvenient as we are unable to do dishes only inthe bathtub which in my opinion is very unsanitary.
The installer comes out on Saturday morning and was here a toal of about five minutes and stated that he forgot to screw the cap on tight so it must have opooed off, there was not cap found anywhere so I don't know where it would have popped off to. He then left. I went out with my family for most of the day and when we came back the kitchen floor was again flooded as well as underneath the sink. I checked the phone to see if the manager had called while I was out and there was nothing on the caller id to note a phone call had been made.
The next morning I called Lowe's again and again talked to Shirley who stated that she did not have a manager call as she thought the problem had been resolved. When I asked to speak to a manager she ten again told me that there was not one available. She stated that she would call the installer and have him call, I stated that I did not want this same guy to come back out and that I just wanted to speak to a manager. She stated that there should be one the next day.
Now keep in mind that we purchased this on Monday, the 4th of April and we are now going onto a week after purchase and are still unable to utilize the new products plus we now have an ongoing leak.
On Monday, April 11, we called for a person to come and fix this ourselves so that the water leak would stop as it had been leaking since Friday morning and it was now Monday and still no call from a manager. I called the Coroporate Headquarters in North Carolina and talked to a lady named Alice who was very polite and apologetic and stated that someone would be contacting me within 24 hours.
Mr. Kirk Alexander ahd left about three messages on my phone when I arrived home that evening, as I was just getting ready to attempt to contact him he called again and stated, "I saw a report that came over our website that you are unhappy about your installation. I understand that you don't want the same installer to come out and that is understandable, I have a Jack Scudder ready to call you and set up a time to come and fix the problem." I told him that we had already had it fixed and he attempted to turn things around stating that I told him it wasn't fixed when in fact it was. Then he stated, "So you have it fixed now?" I responded yes. He said ok and hung up.
There was never no apology, no mention of how much we had to pay extra to repair what their installer had messed up, no mention of taking off some of the installation charges that we paid, a total of $222.00 for installation. On their brochure it stated A Job Done Right. We Guarantee it. Not in this case. I feel that we were treated unjustly, rudely, and we are definitely not satisfied customers.
Connie
rolla, Missouri
U.S.A.
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