So Lowe’s Home Improvement obviously has struggles trying to deal with how to help customers through a home improvement project. As I documented previously, we were not told who to contact for installation problems. The order agreement says it should be the salesperson (Stacey Skelton). She did not typically engage for most of the problems. When pressed in December that there needs to be a meeting with her, she said there is an unknown “overseer of all the home installation projects.” I asked for a meeting of the three of us and gave her my available times for the next week. Her only response was to text me a misspelled name and phone number in Indianapolis (turns out to be Xavier). When calling that office, the person said that if it had anything to do with ordering parts, it goes back to the salesperson. Overall, the salesperson and project coordinator have not followed up with me in reasonable amounts of time for any issues raised (I define reasonable as being a few business days to a week). On top of this, I was told that the salesperson was out on medical leave and to contact another person at the store; however, that person never followed up with me or the installers. And Xavier, the project coordinator from Lowe’s in Indianapolis, was out for a death in the family, but evidently, the [national] central office doesn’t have anyone to provide supervision and backup for any of their project coordinators.
The 19 windows that were not installed in November were due to arrive on December 20th. On the 26th, Xavier called me asking me how to project completed. I responded that it has not completed so she said she would follow up with Stacey, and I responded that I needed to as well.
This brings me to what happened today. While trying to take stock of all the issues and most importantly, put a stop on the gutter installation since the roof damage would require a new roof sooner than expected, I tried talking with Xavier since Stacey and Ruchelle (a coworker or assistant for Stacey) at the local store were available to discuss the process. She said I would need to check on the status with Ruchelle. However, instead of being able to deal with the immediate need of the gutters part of the project, Xavier began complaining, saying, “you were first trying to slow down the project and then you’re trying to speed it up.” Although I would reject that statement, I did not respond and let her go on. She then said, “What’s my problem?” When I responded that I couldn’t believe what she said to me, I mistakenly asked to record the rest of the call (instead of simply recording it since both Virginia and Indiana are one-party consent states). She then told me to have a nice day but in a belligerent way and hung up on me.
I called the store to talk to Ruchelle but could not get a hold of her. A store manager< Rose Harris, then gave me her Lowe’s email address and that for Ruchelle so I could email the questions. Ruchelle responded that the windows should be delivered Tuesday (january 2) and installed on Wednesday.