We’ve been on and off the phone with Lowe’s and their contractor, and one of the things we agreed to recently was that we could come to the store and pick out a replacement cabinet for the one that got broken during the floor installation. Last weekend we decided to take them up on that.
We decided to get ClosetMaid shelving instead, because it’s a small dark space we’re filling, and we thought we’d get more storage and it would be easier to use. The price turned out to be a wash, but it didn’t really matter. All we had to do was gather up the stuff we needed, bring it to the service counter, and Lowe’s took care of it.
After a bit of installation the shelves were up and being stocked. Our instincts were right – they are a huge improvement over what we’d had, for less money than it would have taken to replace the original cabinet.
We’ve got a date picked out for the reinstallation of the floor, and we’ve agreed on how to fix the damaged molding. All that’s left is the damage on the hardwood floor, but we’ren ot sure what to do about that.
While this got off to a rocky start, both Lowe’s and their contractor Premier Professional Services have been following up and interested to get it resolved.
It’s been a while and I haven’t followed up here on what’s been going on. I’ve been surprised by the number of people who’ve commented off-blog on this, so I wanted to let people know what’s happening.
1. We’ve gotten regular calls from Steve at Premier to schedule re-installation. We’ve been trying to figure out when to have it, but an untimely bout of E. Coli in our 1-year old daughter has kept us from moving too quickly.
2. Lowe’s as invited us to pick out a replacement for the cabinet at their store. We’re trying to get some free time to do that.
3. Steve at Premier did visit with the new installer, who agreed to fix the woodwork, to look over the old installation and plan the new one. They agreed to do it on a weekend to minimize impact on our employers.
4. Steve said they would contact a wood floor guy about the dents in our hardwood floors.
The only negative thing so far is they will not address the seam in the back all. The new installer measured the space and said that there was no way to do it without a seam unless we bought an extra amount of flooring. Since the original quote didn’t state there would be no seam (it was only a verbal statement by the installer) we’ve agreed to forego the seam replacement.
We should have this all done in a few weeks. So far, so good.
We were supposed to get a call yesterday to arrange the reinstallation of the flooring job done so poorly by Lowe’s. No call. Not really surprising given how things have gone so far.
Today we did get a call from Chris at Lowe’s, asking if they should come and install a new cabinet to replace the one they broke. We had two problems with this, the first being that we hadn’t seen a cabinet and would like to have some say in what’s being installed in our home. The second problem is that there’s no point in installing a cabinet on a floor that is being replaced.
He wasn’t really calling to give us any official news, except to say we’d be getting a call from their contractor. In business, when you have to make a call to the customer to tell them that someone else will be calling to solve their problem your ears should be ringing with warning bells. Things aren’t working right. Either the person who can solve the problem should be calling right now, or you should be able to solve the problem.
Seems like the run-around is starting…off to send some certified mail.
We heard from Chris, our contact at Lowes today, in regards to the unsatisfactory flooring installation we had last week. He’s passing the buck and telling us that the contractor who attempted the first installation, Premier Professional Services, will take care of everything. I’m not very optimistic, but Susan’s telling me it will be ok. We’re not comfortable with PPS doing the second attempt, but Chris tells us that they are the only contractor Lowes works with. This doesn’t sound right to me – PPS has been in business less than two years (at least they were registered in 2005), and as recent as last January was delinquent with the state over their LLC. Doesn’t seem like a stable partner for Lowes.
I say trust, but verify. I acquainted myself with Wisconsins Right To Cure Law, and will be sending proper written notification of the defects and damages to Lowes and PPS. If they come through for us that will be great, but if not at least we’ll be prepared.