lowes home improvement

I've reached out to customer care and Lowes in Michigan City, IN, Lowes Corporate, and the Better Business Bureau without success. I have not received cooperation. Here is my story and I need help.

On 9 19 22 I made a purchase of a patio door for $4243.39 and screen for $222. 58 at Lowes In Michigan City, Indiana.  Invoice number 59630349. We were told it would be 4 to 6 months for delivery and install. We finally received a call that delivery and install would be January 10, 2023. I missed a day of work for the install. The installers arrived January 10 and said they could not install that day because they didn't have the correct j point. They rescheduled for February 10. This time my spouse took the day off. They removed my entire door. Then they discovered they brought the WRONG door! They put the old one back with a broken latch, missing trim, and the door would not open! The allignment was off and the door was loose. My house is a new build from 2020 and the installers damaged my home!

The installers left on February 10 and said someone would be in contact from Lowes.  That evening at 630pm, my husband and I went to Lowes in Michigan City, IN. We spoke with Josh and Rahjda Assa who stated they were store managers and they said they very sorry and that we would be financially compensated for the damage to our home as well  as for our inconvenience. Especially, since we lost 2 days of work. We were told they were reporting it to another manager and that we would receive a call on Saturday, the next day, February 11.

At 930pm on February 10, I received a call from another manager named Ashley who stated the installers would be contacting me by Monday, February 13th before noon to setup a time to come fix the damage to my door and outside trim. No call was received.  I called the store at 1246pm and asked for Ashley.  I was told she was not available.  I left my number and asked for a return call. My husband called at 2pm and waited on hold for 45 minutes before speaking with Ashley.  She told my husband that financial compensation for this colossal mess was something she did not think was possible.

R AND J installers came a few days after and placed chaulk on the door but  it is still broken. It would not open, the latch was broken and there openings in the siding outside which were exposed to the elements.

I received an email from customer care that said we would receive a response in 48 hours. I did not.

I sent an email to the Better Business Bureau and a few days later received a call from Ethan Winkler from Lowes Corporate office a few days later who stated he would be our primary contact and would help us resolve our issues.

Ethan and I have been exchanging calls and emails since February. I have saved everything. He stated with every phone call that he would work with us on obtaining a full refund. He promised. And I am sure if you summons the calls from his recorded lines at Lowes, that you will hear him say this.

Our install was completed on 5/9/2023 8 months after purchase.
This process took 8 months. Point is we were promised a full refund for their mistakes.

We lost a total of 4 days of work, our house was damaged and exposed to the elements. Our old  door also would not lock which was also a safety issue for us during the weeks of waiting.

Ethan from corporate called me today and offered me $275. He promised the entire amount in all of our multiple phone calls. Ethan said that once our entire job was completed, that they would address my refund.

Lowes does not stand behind their team and services. They lied and provided poor service and customer service.

The best team in town. Super helpful & knowledgeable. Always find more than what I needed. Easy checkout. Clean store.