My worst experience working with Lowe’s and their contractors to remodel a bathroom.
Theresa: Lowe’s Sales/Interior Design
Mark: Lowe’s Central Installation Manager
Jimmy: Lowe’s Store Manager
Chris: UHS General Contracting
My wife and I stopped at Lowe’s Polaris store in Columbus, OH towards the end of June to getting an estimate on a bathroom remodeled. We told Theresa what we wanted to do and looked at the products that they had available. Keep in mind as you read my review that our bathroom is small (5’ x 8’). We wanted to replace the vanity, toilet, bathtub, shower hardware, lighting\ceiling fan, and to tile the floor and bathtub walls. We also told them that we have several other projects that we want to do (kitchen remodel, replace all interior doors and trim, replace our very large deck.
Theresa and Chris came out to our house to look at our existing bathroom and get measurements. Theresa drew up the plans and we approved them. I paid for the labor and materials on July 5, 2018. Total cost was almost $11,000. Yes, for a 5x8 bathroom with no gold in it. There is nothing extravagant about it, just basic materials.
The materials were finally delivered on August 18 2018. Theresa and Chris came back out to inventory the delivered materials on 8/22/2018. It was found that the vanity top was the wrong size and the new bathtub had a chip out of it. They had to be replaced. They confirmed that evening that the remodel would start on 8/27/2018 and that it would take three weeks to finish. We discussed why it would take 3 weeks to remodel a small bathroom. Their example of why, was that there would be times when they could only work part of a day because they would have to pause for things like when they patched a wall with spackling, they needed it to dry before they continue. They said nothing about many days where nothing would be happening, just waiting for the contractors.
We agreed to leave the door from the garage to the house unlocked and gave them the code for our garage door. They missed the first week completely. They said that they came out once but the code for the garage door didn’t work. They wrote it down wrong. This left 2 weeks to finish the job on time. Long story short, they didn’t make the completion date on time, it took them more than 5 weeks to complete. Actually they did not finish, I had to buy the shower bar and install it myself. They originally ordered a shower bar that required them to drill through the newly laid tile. I asked them to replace this with a tension control shower bar but I guess that they didn’t want to do that.
During the installation, we found that the exhaust fan\LED light that THEY ordered was too small for the opening and left a gaping hole in the ceiling. They eventually replaced it after lots of complaining.
They had the dumpster removed on 10/01/2018 (at 6:00AM pitch black out). In doing so, they tore up some of our yard with deep tracks in it. They also left a pile of trash behind (in our garage) that I am going to have to deal with now.
They missed more days than they worked, that’s why it took more than 5 weeks to complete. We sent emails, called, or personally visited them in store (Theresa, Chris, Mark, Jimmy) at LEAST once a week and got NO response except for Mark. Mark made promises to improve the service, but it never happened. The store manager was the same, empty promises. We NEVER heard back from the Sales contact. Once the purchase was made, she was silent. They didn’t communicate at all, and when they did, many times they texted me a second time, the night before they were suppose to show up, to cancel and re-schedule, missing another day of work.
Overall, once the sale is made (they get their money), Lowe’s doesn’t care about the customer! I will never use them again. Go HOME DEPOT!
Product or Service Mentioned: Lowes Bathroom Remodeling.
Reason of review: Poor customer service.
Preferred solution: Price reduction.