Complain about a product or service

Lowe's - Kitchen Remodeling

Brandace of Upper Marlboro MD (8/2/04):
This project started out as a kitchen remodel due to extensive water damage from a ruptured water pipe. However, now the project is a first-floor renovation run amuck.

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

Lowe's was supposed to remove a soffet and pantry, reroute electrical outlets and lighting, and replace the flooring, cabinets, and appliances. What we got was a home improvement nightmare.

To start with a job that was scheduled to take approxiamtely 1 month has been going on now for 8 months ... and counting. We have been informed that Lowe's entire initial installation was botched up. None of the cabinet faces are flush and even caulk can't fill many of the mitered corner joints. Neither the sink or dishwasher fits. We went without phone service for nearly five months because the prewire-line was intentionally cut during demolition. Two live electrical lines were left hot lying on the kitchen floor for eight months until discovered by the new installer on his initial walk-through [he burned his hand upon investigation].

We have been without a garage (Lowe's work-site), kitchen sink, bathroom, dishwasher and running water on the first floor of our home since November 2003. To cut the story short, the entire kitchen will have to be gutted and reinstalled.

More than $12,000 worth of labor and over $20,000 worth of materials, fixtures, and utilities that have been compromised in some form or other. About $17,000 in cabinets and molding have been messed up. A $600 pedestal sink is cracked and a $200 faucet set broken. Approximately $400 worth of out-of-stock ceramic tile was broken on delivery. The loss of use, damaged materials, shoddy workmanship and severely extended waiting periods have already cost my household more than we had prepared for or agreed upon. This matter has progressed to a point where remedy has exceeded simple reinstallation.

I have been extremely patient with Lowe's with the expectation that they would make good on our contractual agreement, their promises and adequate compensation. However, it is becoming increasingly clear that Lowe's biggest problem is the failure to see where they are even at fault. Consequently, the entire $30,000+ project will have to be dismantled and redone.

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