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  • Report:  #1304647

Complaint Review: Lowe's Home Improvement - Hobbs New Mexico

Reported By:
Kay McDonald - Hobbs, New Mexico, USA
Submitted:
Updated:

Lowe's Home Improvement
1510 W Joe Harvey Blvd Hobbs, 88240 New Mexico, USA
Phone:
575-492-3230
Web:
Lowes.com
Categories:
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The early portion of 2015 I, went to Lowe's Home Improvement look at new windows for our home.  I was never shown as much as a picture of what the windows would look like.  I never asked for the cheapest windows but got exactly that.  I had to pay in advance just so they could order the windows I never saw.  I did ask to see this picture of what they would look like and I suppose the brochures had been misplaced.  I did issue Lowe's a check for over $10,000.  It about 2 months for the windows to come in.  They called to set up an installation date so I did write it on the calendar.  On the morning, the day of installation,  Lowe's contacted me to let me know one of the window sashes was broken but she would reorder just the sash.  She assured me they would be there to start the job at 1:00PM.  The installers arrived at approximately 3:00.  Three Hispanic gentlemen started to remove the old aluminum windows.  The first attempt was a blow torch to loosen the window glaze.  This did not work nor was it going as fast as they needed so they got out a sledgehammer, went indoors and literally beat the windows out of the opening.

We have a total of 10 very large windows so you can imagine the amount of glass spread all over our property.  They had been to our home to measure these windows two different times so it would have been impossible for them to not get the correct sizes.  None of the windows fit correctly in the opening.  The windows were not plumb or square and another window was broken due to forcing it in the opening.  They used latex caulk inside and out.  Our home is red brick and the caulk was white....smeared all over the brick and inside.  Every window had the sheetrock broken very badly and then filled with the same white caulk.  All of the sheetrock on every window must be replaced.  On the outside, in the process of their sledgehammer, the wood trim above all windows is torn to pieces.  They broke brick at every window corner that can only be repaired since the process of ever matching the brick would be impossible.

Lowe's assistant manager, manager of installations and the window salesman all came out to look at the mess we had.  Every one of them were shocked with what had happened.  Within a few days the same people and the 'Independent Contractor'  returned to our home to see if the damage could be repaired.  After the first crew, I knew I did not want them back to make matters worse.

We waited several months and an insurance adjuster contacted us to make an estimate for Lowe's.  His figure to replace all of the windows and sheetrock, brick and wooden trim was approximately $13,000.  As I looked over the estimate I saw that they wanted to pay a contractor of our choosing $1.60 per hour for the new windows and labor.  It has taken quite some time for us to get another estate since our county is growing and the contractors are all busy.

I emailed a estimate from our contractor to Lowe's Insurance.  She emailed me back to let me know that they would not pay the claim unless I signed and have notorized, a release of any more liability for Lowe's.  Our contractor estimate was greater than the first but he does not have x-ray vision to see any possible damage withis the frame.  I explained this ordeal within the email I sent.  It makes no difference to them.  Lowe's has the attitude that they are the Giants and we are bugs they can step on at any time

I have had my fill of Lowe's and the way they handle their claims.  They must somehow be held accountable to the customer not to make sure they don't have anything out of pocket.  I do not think it is legal for them to ask me to sign this form before I can make arrangements with a contractor to have my windows installed.  They have full liability in this matter.  It was independent contractors that were hired by Lowe's, windows purchased by lowe's and now Lowe's Insurance being assholes about this.  They do need to pull their heads out and realize when a mistake is made by their company, they are 100% responsible to make the customer right.

 

 

 

 



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