Complain about a product or service

Lowe's - Floor Projects

James of Fallbrook CA (07/23/04):
During the week of April 11, I called Lowe's to confirm the date that our planned tile installation would be performed. While I was away, my wife received a call from the installation subcontractor, but it wasn't clear to me if Monday, April 19 was agreed upon as the date.

Lowe's • Products • Special Orders • Floors • Kitchen Remodeling • Low Price Guarantee • Credit & Billing Problems • Credit Denied • Chargegard Credit "Protection" • "No Interest" Deals • Rebates • "Protecting" the Dead -- • Home Depot, Lowe's Settle Credit Card Suit

I called the subcontractor and was assured they would be out early Monday April 19 for installation. I sought this assurance since I had to dismantle my home office and clear the room for the installation. I waited till late afternoon Monday and then called the subcontractor. I was told they had sent men to pick up the tile at Lowe's, but it was not there. I later called Lowe's and spoke with a manager. I demanded that they get the tile and have it installed immediately.

Late Thursday, I spoke with Mario at Lowe's and he assured me the tile was there. I also called the subcontractor and he assured me he would have the installation performed on Friday. Late Friday morning, I called the subcontractor to see when his men would be arriving, and was told they didn't have anyone available for that day. At that time, they told me that the earliest they could install was Monday, April 26. I called Lowe's and spoke again with Mario who was again apologetic and assured me it would be done on Monday, extending into Tuesday.

Monday morning, I called the subcontractor and was told that while they sent men to get the tile, there was not enough to do the job. I called Lowe's and demanded to speak to the store manager (Rose Burns) to notify her I was cancelling the contract for nonperformance. Mario called me to apologize again. I informed him I was cancelling and expected compensation for the grief their incompetence has caused me. I also spoke with the store manager and was informed they could not compensate me unless I went through with the contract. I did in fact cancel the contract.

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