Lowe's Installation of Interior Doors, Exterior Doors, and Carpet

Lowe's of Joplin, MO

My first home was under contract with the stipulation that Lowe's would install interior doors, exterior doors, and carpet. The carpet was ordered by the home owner in Mid December. We were told the carpet would be in by the beginning of January. I was to move into the home in mid January. The carpet was delayed and delayed again. It was finally installed two days before I was to move in. My son and I had to stay with friends until the doors could be installed. The doors were measured and we were told the doors would have to be special ordered and would cost upwards of $2,500. They were to replace the front door, front storm door, back door and three inside doors. It was almost four weeks before the doors arrived and another week before the installer started. The installer then only worked for one day before taking another week off.

When he was finally finished two weeks later. The doors were inspected and the following issues were addressed with Lowe's: 1) light coming in from the front door, 2) front door jam cracked, 3) front storm door hardware damaged, 4) inner doors not planed for proper opening, 5) inner doors installed on wrong rooms (one must walk around the door to turn on the light), 6) large holes in wall filled with spackle, and 7) 1/2" gap around each custom made door filled with caulking. The manager was brought out after two days of arguing because the home owner had signed a piece of paper stating everything was properly installed. The manager walked through and said he would pay for the correction and repainting of the holes. The manager also stated that the doors would be properly planed. The front door would be corrected with a new frame. The inner doors were placed as they were previously, which could not be changed without additional cost. The front storm door was not the responsibility of Lowe's because there was no evidence of when the hardware was damaged. The gap was normal for all doors that were installed after the home is built. The installer came back out and planed the doors. The installer then corrected the cracked frame with putty. Although I did not find any of the previous acceptable, the original contract owner (who no longer owned the home) found it acceptable.

I contacted Lowe's several times before I received a call from the local manager. The manager stated that because I was not the original contract owner, there was nothing he could do about the doors. When I told the customer care center that I wasn't satisfied with that answer, I was told that Lowe's was sorry, but nothing further could be done. The manager's decision was final.

I will be taking my business elsewhere from now on, including the new windows, kitchen remodel, and bath remodel that will be done in the next year. And although my $30,000 won't affect the bottom line much...I hope that my voice telling others not to use them might make them realize that that customer service is the key to successful business. I am always willing to pay a little more for the job to be done right.

Unsatisfied with Lowe's,

Piper Divine