Carpet Install / Lowes Improvement Center

May 2006 I contracted with Lowes in Schenectady, New York for the install of

800 square feet of carpeting in my basement. The install also included to the

top of the stairs but not the landing. There is a metal threshhold at the top

of the landing separating the carpet from the noncarpet. I also ordered a

commercial grade carpet thinking it would wear better since I have three young

children.

They came to measure and install carpeting on schedule. A few months

later after the May 15, 2006 install I noticed the seams getting frayed. It was

looking worse and worse every week. I had no idea if this is normal or not since

this was my first experience with wall to wall carpeting. I called Lowes and

they said they would contact the installer to schedule an appointment to come

take a look. I waited and after about one week I finally called back. They

called the installer again and the installer did come out to take a look. He told

me that the fraying was normal and that I should take a scissor every couple

of weeks. He said it was repaired so I signed off on the work order. Then a

few months later (still within the one year Lowes warranty) the fraying turned

to massive amounts of pulling. There was huge gaps of carpeting missing and

pulling out from the seams. I called them again and after repeatedly calling them

finally got someone to come over. I also told them that the metal threshhold

at the top of the stairs was not attached to the floor and it was dangerous.

The installer did a cob job repair job and tried to tell me that he couldn't

attach the threshold. Again I naiively signed the work order.

The seams on my carpeting just got worse and worse. The fraying continued

and threads are coming out all over the place. The last straw was when I was

vaccuming and going over an area that I didn't see any frayed carpet and the

carpet proceeded to get sucked into my vaccum. My four year started screaming

that something is on fire. It broke my vaccum's belt. I called Lowes

immediately. It was August 2007. My one year warranty was expired but the install

manager said he would come out and take a look since I had previously had a problem

during the warranty.

He came took alot of notes. He agreed that something was wrong with the

initial install or the carpeting or both. He said he would have another

installer come out right away. He promised I would hear from him the next day. Well,

Of course I never heard from him again.

After one week I called explained the situation to another person. I was

told that my warranty was expired and there was nothing they were willing to

do for me. Even though they had done a faulty install and a faulty repair they

were not willing to do anything.

After much talking they said they would give me half my money back and If

I want any money back I have to bring all 800 square feet of carpeting and

padding to the store. How absurd. My husband and I are suing them in Small

Claims Court for the full amount of our money plus damages to the vaccum cleaner. I

am very disapointed in Lowes. I feel they are taking advantage of the

consumer when they allow subcontractors to do temporary repairs then claim the

warranty has expired. A repair should obviously be long term and it shouldn't matter

that I signed the work order. Lowes should do the right thing.

Jodi Mansion

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Comment On This

Ah, the Schenectady Lowe's! They delivered the wrong carpet to my house and insisted on installing it anyway "because if we don't install it, we don't get paid"! I had to stand on it to keep them from continuing while I called the store. It took three different phone calls before I spoke to a manager who finally agreed that I did not have to take blue plush, since I'd purchased grey Berber.