I signed up to have a deck and fence installed on June *th with Gallatin Tn Lowes. At t...

GetHuman994812's customer service issue with Lowe's from August 2018

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The issue in GetHuman994812's own words
I signed up to have a deck and fence installed on June *th with Gallatin Tn Lowes. At that time we were told they were a few weeks out. We finally (mid July * weeks later) got a call that they were coming to drop off materials and would be installing both the fence and deck. Fence gets installed no call no show on deck. Materials sat blocking my driveway for a week no calls nothing. Finally someone calls to see how satisfied we are with the deck and fence. One hand obviously doesn't have a clue what the other is doing. Since that day not one time has ANYONE ever called us from Lowe's. Every single contact has been made by myself or my husband. I can give you verification of each contact made with every single reason why there was a new "mix up" with contractors who never show up or why we've not been scheduled again. We've spoken to so many people. In particular is our "project mgr" Leslie. One of the excuses we've received, is the paperwork was given to the wrong contractor. ok but then why didn't that contractor call to do the work? More recently (week before last) When I called on a Friday to ask why no one showed up again that weds to install the deck. I spoke to a Cindy and she again told me there was a mix up in contractors. After Chris our salesman told us more than once that there is only one contractor they use for decks that is why they are a few weeks behind. We are now at ******* Still with no deck but having had signed a contract with your company. I feel that we've been held hostage as we cannot back out but we've spent the entire summer without the pool deck we were assured we would have in a "couple of weeks" at the beginning of June. Not one person has ever freely contacted us to apologize or attempted to make any corrections, we've just been pushed back to end of the line every time they've dropped the ball. I am so upset, I have no faith in your employees that have been involved with this project. I almost want to call one of those news shows that come out to bust bad contractors, we've done more than our share of due diligence and have been treated like a nuisance since our rep got our signature. At the very least I feel this job to be discounted as compensation for the complete lack for competency, at the very least the waste of our time. Had we known this was going to turn into the nightmare it has we would have gladly gone to Home Depot. We couldn't even cancel the work with you because the contract bound us after the *rd day. So we spent our entire summer climbing a ladder to access our new pool. As of this morning, they re-delivered material.... missing items. When I called to inquire, I was told the cement was refunded and how would I like to pay for it? Seriously? So, only a portion of the materials was refunded to me? why not the whole order? At this point I honestly have the feeling they are doing this on purpose. So, again if the contractor actually really decides to show up this time the materials would be wrong and the install won't happen. I am beyond at my wits end. And every person I've spoken to, really could care less and just gives the next excuse on the list. This has truly been the worst experience I have ever had with Lowe's and with any home improvement work I've ever had done. I would like to hear from someone who can tell me in a clear and logical manner how this is an acceptable way to treat an honest and paying customer who put their faith in your company. Is this possibly normal operating standards for your company? I would like a call from someone please ***-***-****. Sincerely, Bonnie Hill
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Lowe's

Customer service issue
Reported by GetHuman994812
Aug 15th, 2018 - a yr ago
I have an issue with Lowe's too
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Seen by 2 customers so far
Similar issue to 162 others
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GetHuman994812 started working on this issue
Aug 15th, 2018 3:01pm