Lowes  Home Improvement Complaint

Lowes Home Improvement Complaint

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Lowes / Poor Carpet Installation - Stainmaster Carpet and Installation


We purchased the carpet in November of 2012. We paid $3000 to have the master bedroom and family room carpeted. We purchased the carpet from Lowe's in Matthews, NC and it was installed for Lowe's by Watson's Floor Covering.(Indian Trail NC ) After 18 months, we started noticing rolls in the carpet (loose). Additionally, the pad is uneven at the doorway and you can see where the carpet was seamed. I went in to Lowe%u2019s and explained the situation to a manager. He gave me an 800 phone number to call customer service. Lowe%u2019s Customer Service said that the installation had a one year warranty and that I should contact Watson%u2019s Floor Covering. I contacted Watson%u2019s Floor Covering and they told me that it was a one year warranty as well. I asked them if it was common for carpets to be this loose after only 18 months and they said %u201Cno%u201D. They said that they were sorry, but it was out of warranty. I then called Lowe%u2019s Customer Service again and told them the situation again and that Watson%u2019s Floor Covering said that there was nothing they could do for me. A representative from Lowe%u2019s called me back and said that the carpet installation was out of warranty and that there was nothing they could do. I told the Lowe%u2019s representative that I was dissatisfied with their decision for the following reasons:
%u2022 Watson%u2019s Floor Company was hired by Lowe%u2019s to install my carpet. It was not my decision to hire them. They were working for Lowe%u2019s.
%u2022 It was very difficult to communicate with the installers for Watson%u2019s Floor Covering due to a language barrier.
%u2022 No one from Watson%u2019s Floor Covering or Lowe%u2019s came by to do a final inspection of the installation of the carpet.
After discussing these concerns with the Lowe%u2019s representative, I was told that she would discuss it with someone else at Lowe%u2019s and follow up with me. It has been over two months and I have never heard back from Lowe%u2019s.
M. Cassidy


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