- Report: #1531690
Complaint Review: Lowe's Home Improvement - Wadsworth OH
Reported By:
Christopher -
Medina, OH, United States
Submitted:
Updated:
-
Author Confirmed
Why?
Lowe's Home Improvement
1065 Williams Reserve Blvd Wadsworth, 44281 OH, United States
Phone:
1-800-445-6937
Web:
https://www.lowes.com/
Categories:
Business Rating:
(1)
Tell us has your experience with this business or person been good?
Lowe's Home Improvement Sold a defective water heater twice and refused to honor their return policy or provide assistance. Wadsworth OH
Terrible customer Service.
Bought a water heater from Lowe's, and the product has not worked correctly since the day we got it.
This is the 2nd heater from the store, the first unit was used and leaking, and they accepted that return, the second unit also leaked internally from a improperly installed o-ring/washer from the manufacturer which had to be repaired on our own since they would not come out or accept the return again, the heater barely keeps up with showers, The app and functionality features that are described to work with the product do not work, the store would not honor their return policy even though it states 30 days on WATER HEATERS:
30-Day Return Policy
- TVs and Electronics
- Outdoor Power Equipment
(Excludes CRAFTSMAN and BLACK+DECKER branded corded and cordless outdoor power equipment items, which have a 90-day return policy.)
Mowers, chainsaws, generators, pressure washers, trimmers, blowers, snow throwers, log splitters, wood chippers, hedge trimmers, edgers, tillers, earth augers and brush cutters must be returned within 30 days of receiving the product and must be unused and in original, unopened, undamaged, factory-sealed packaging. - Water Heaters
- Air Conditioners (Portable and Window Units)
- Liquid Paint
- Highway Trailers
Also, must be returned to a Lowe’s store in the original state of purchase with original paperwork including title (if applicable).
or offer any help, saying that they ONLY accept returns on water heaters within 48 hours due to it being a major appliance and since this was on Thanksgiving, and the store was closed 48 hours had passed, and we needed to contact the manufacturer, manufacturer refuses to help correct the issues or to send out a technician saying there are none available. Lowe's credit card "guaranteed satisfaction" won't even help. This place is nothing but a scam. We're out over $1,000 on a defective water heater that was leaking out of the box, now we have to purchase another unit from a different store just in order to have enough hot water for showes in the morning and everyday use. The water heater states it's for a family of 4 but can't provide enough water for just one in a family of 2. The recovery time is almost 8 hours, which is rediculous.
On top of it all the delivery guys refused to use a hand truck and had some stupid strap system to move a ROUND water heater. They dropped it 3 times on my brand new wood flooring scratching and denting the flooring, and lowe's offered no resolution to that either.
This place is nothing but a scam company that won't honor their warrantys or policies.
I Highly recommend using almost ANY OTHER store for you home improvement needs.
2 Updates & Rebuttals
Christopher
fairfield,Connecticut,
United States
To the useless comment...
#2Author of original report
Fri, May 03, 2024
In responce to your unproductive, uninformed comment that is full of nothing but assumptions and contrubutes absolutely nothing towards a solution,
First off I am not a DIY, I'm a licenced contractor, but I'm not buying parts out of my own pocket to fix a BRAND NEW water heater.
Unfortunately I'm from out of state I have no suppliers here and I did not select or purchase the water heater, a family member did.
Second, I did not say 2 were defective out of the box, I said the first unit was USED, some employee put a USED waterheater back in the box and on the self and sold it as a new unit and the person picking it up didn't look in the box. I also did not say they delivered the water heater, the Lowes employees damaged the floor WHILE REMOVING this USED water heater that was sold to us, (because why should I when they sold us someone's garbage) Also I copied the return policy which CLEARLY STATES 30 days, and "orginal condition" has nothing to do with it being installed. Defective is defective.
Third, after threatening a small claims suit against lowes, somehow AO Smith re-involved theirselves, stepped up (unfortunately after over 5 months), sent out a tech, and detremined the control board was not functioning as intended, and as a result only one of the heating elements was working, and the heat pump compressor was making excessive noise. They came out, replaced the water heater unit, returned the old one AND issued an RMA and ultimately refunded our money. AO Smith would not intervene at first because the unit was under the stores 30-day return policy and they claimed they had no techs available in the area (because this all took place on thanksgiving, no techs were available till the new year) and we had to return it to the store, but they had no control over the store and could not issue an RMA until their tech inspected it.
Long story short, the issue is resolved, NO THANKS TO LOWES, and they have personally lost my business and my company's business for life.
AO Smith is not on my good list, but they did the right thing.
"Some people just shouldn't be DIYing things. You sound like one of them. It is highly unlikely that one water heater would be defective out of the box, let alone two of them. I'm sure they leaked because you did not install them correctly. I am guessing the long heat up time is because they are improperly wired. Also, I was not aware Lowes delivered water heaters anywhere other than your front door. If you want them to bring the unit inside, it's on you to protect your floor. Also, you must be missing the part of the return policy saying that the items must be in the original condition. I am not aware of any store that allows you to return items that have already been installed. Your recourse is to go through the manufacturer warranty. But I am guessing they denied it because of improper installation. Next time, hire someone who knows what they are doing. You clearly have no idea."
Flint
Rolla,Missouri,
United States
DIY
#3General Comment
Thu, March 21, 2024
Some people just shouldn't be DIYing things. You sound like one of them. It is highly unlikely that one water heater would be defective out of the box, let alone two of them. I'm sure they leaked because you did not install them correctly. I am guessing the long heat up time is because they are improperly wired. Also, I was not aware Lowes delivered water heaters anywhere other than your front door. If you want them to bring the unit inside, it's on you to protect your floor. Also, you must be missing the part of the return policy saying that the items must be in the original condition. I am not aware of any store that allows you to return items that have already been installed. Your recourse is to go through the manufacturer warranty. But I am guessing they denied it because of improper installation. Next time, hire someone who knows what they are doing. You clearly have no idea.
