After mounting frustration, I (Fred) tried contacting Stacey Skelton, asking for a meeting with her and whoever she had just mentioned in the last phone call that “oversees all installation projects” so we could discuss the situation (blowing past the project deadline by over 100% – will probably be more like 3-400% when it’s all said and done) and quality of work. Being quite terse, she just gave me a name and number (the name later turned out to be misspelled).
I called the number and got a hold of someone named December Winton (or Winston?). She didn’t know the name I mentioned from Stacey but took down my story (summary of this blog thread) and said she would alert Xavier who would follow up on this matter. As soon as she mentioned Xavier, I realized that was the person Stacey was trying to send me but could not be recognized by December based on the misspelling/mispronunciation.
December went on to say that Xavier is the person who is the project coordinator, and the person with whom I should be interacting with any project issues. I was shocked (and told December) because there was no point that anyone from Lowe’s (Stacey, Rochelle, or the two store managers) ever mentioned there was a project coordinator besides Stacey. She didn’t believe me when I said I never met or talked to this person, never heard the name or number, or anything about a separate coordinator, or that my contract with Lowe’s never mentioned this person or her office. I expanded on that saying that the contract only lists Stacey as the salesperson with her number and specifies multiple times on the backside that all disputes should first try to be handled between the customer and salesperson informally before arbitration. It never said “project coordinator.”
So during this whole time of horrible service to the customer, whether bad product ordering, order fulfillment, installation labor issues, or installation quality issues (for which I had all four!), I should have been working with this unknown and unnamed person to fix the issues?! Unbelievable! This alone gives me significant dissatisfaction with Lowe’s Home Improvement Stores.