Lowe's Huntington Beach, CA - Flooring Installation

I would like to share my very frustrating experience with Lowe's of Huntington Beach and their inadequate installation contractors - Surface Flooring.

On April 23rd, 2006, I went to Lowe's in Huntington Beach to purchase wood laminate flooring and installation. The employee was relatively helpful when I scheduled the measurement. When I told him that I was moving from Southern California to Chicago in two weeks, and that I needed the installation done before that time, he proceeded to tell me that was no problem at all - it will be done within a week. He told me that I would receive a call from him personally the following day to confirm. The measurement was done the same day I scheduled it, so at this point, I was very happy with the service. When I hadn't heard from Lowe's two days later, I called and asked what the status of the order was. I spoke with the same employee, but it was obvious he had no idea what I was talking about. Once I had finally convinced him that I had scheduled a measurement for flooring with him ONLY TWO DAYS PRIOR, he finally looked up my folder. I was then told that before I could do anything, the home would have to be measured. It took a minute or two to convince him that the measurement had already been completed. It was not my telling him that I had personally been there for the measurement that convinced him, but his confirming with the installation company that did the measurement. Once we had established that the measurement was completed, I hung up the phone, telling him that I would be in the store in the next day or so to choose the flooring and delivery. On the date the flooring was scheduled to be delivered, I received a call from the Lowe's employee, who indicated that I had not purchased several vital supplies. It was apparent from his tone that this was an unbelievably stupid error on my part, despite the fact that HE had been the one to recommend every single product I purchased. After rattling off the missing items, I authorized another charge to my credit card, bringing the total cost of the project to $4300 for a 150 sq ft job.

Once the flooring had finally been delivered - another laborious process that was as mind-numbing as it was frustrating, the installation company called me to schedule the installation. At this point, we are now a full month from the start date of the project, and I am living in Chicago. Fortunately my parents live in the area and have agreed to be present for the installation.

On the installation day, I get a call from a woman named Rose, who indicated she was from Lowe's Installation. She told me that the moisture reading in the cement foundation was too high, so they were going to have to complete another moisture test ($400-$500) and add another moisture barrier (for an additional $1100). She also told me that I would have to wait at least 30 days for the cement to dry to put the moisture barrier down. When I asked her why I would put the additional moisture barrier down, when the concrete was dry, she told me, "I am not the contractor, so I will have to find out and get back to you." At this point, I am convinced that this is quickly turning into "bait and switch." I am yet to have this question answered.

Thoroughly confused, frustrated, and two weeks past my deadline, I asked them to come back to the house in several days, perform the standard moisture test, and install the floor at that time. She scheduled this to happen the following Monday at 8:00am.

On Monday, I receive a call confirming that they would be there between 10 and 12, yet another inconvenience, but a bearable one. My father was at the house to meat the installers, but was surprised when just one person showed up to measure the moisture content of the floor. Once this was completed, my dad asked what the reading was, to which the contractor responded, "I am not allowed to tell you what the reading is." Yet another sign of the bait and switch set-up. After this moisture test, I called Rose at Lowe's Installation. She was again patronizing and difficult, so I decided to cancel the entire installation and take my business elsewhere. When I ask her to transfer me to the store manager so that I can file a complaint and ask for the refund to my card, she tells me that she isn't with Lowe's, to call them, and hung up on me. I still have no idea who this person was, what company she works for, or why her employer allows her to talk to paying customers.

This is the third flooring installation I have done with Lowe's - I also did carpet and tile in 2005. I hold myself responsible for even attempting to use their services again, because I should have learned my lesson the first time around. However, this store is very near my home, and I wanted to believe that if I shared my frustration with their previous service, they would make the extra effort to make sure nothing went wrong this time. I was also very satisfied with the actual installation - the two gentlemen that did the work installing my tile were fast, efficient and friendly. The Lowe's employee that "assisted" me for those two installations was a different story; he was inexperienced, never followed up when he said he would, and significantly oversold my order of tile and supplies. This tile order was for a 10' x 10' kitchen, and I was sold enough tile and baseboard to complete a kitchen twice the size. Of course, when I tried to return the excess, I was told that I would have to bring everything back to the store or I could not return it. This was ludicrous, since I'd had everything delivered to my home in the first place. I decided that the $250 I was losing was not worth the trouble or the damage it would do to my car, toting their mistake back to the store.

Within the last year, I have spent over $20,000 at this Lowe's. I own two rental properties, which of course require upkeep between tenants, as well as my primary residence. My father is an electrical contractor, and has likely spent three times the amount I have in the last year. We were GREAT customers of Lowe's, likely to continue spending money with their company, but I can't see continuing to do business with an organization that allows their customers to have the sort of experience I have just had.

Sincerely,

Acacia Schullman