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In September of 2022, I purchased pre-hung front entry doors which were installed by Lowe’s Service Provider, Install Partners. During a severe windstorm. fierce. howling noises were heard coming through the front doors. From the interior of the house, you could see a gap across the top of the door and another that stretched from top to bottom where the doors met. With the doors locked I was able to see the street outside through the opening. I contacted Lowes Customer Service regarding this, and Install Partners sent the same installer twice to correct the issues. He inserted shims in the door latches, black tape where the doors meet at both top and bottom, and black, plastic weatherstripping around the door. The sticky tape at the top of the door soon came off and attached itself to the other door making it difficult to open which eventually caused the bottom of the front door handle to come loose. You can now see plastic weatherstripping in the gap between the doors. The door hinges had many nails inserted on an angle, hinges that were not flush with the door jamb and what appeared to be some type of glue on the top hinge which oozed out from under it. My gas and electric bills have both changed significantly from 2022 and 2023 during the summer and winter months and both bills now exceed $100.00 more during peak months. Until 9/1/2023 my contact with Lowes Customer Service was courteous. My only disappointment was that they never responded to my request to have someone from Lowe’s Installations come out and inspect the doors. On Friday, 9/1/2023 at 1:05pm, I received a call from Lowe’s Customer Service regarding the outcome of Install Partners latest service call on Wednesday, 8/30/2023. I told the representative that nothing much had changed. The black sticky tape had been removed from the top of the door where the two doors met, and the area had been repainted and the lock had been reattached to the door however, the approximate ¼ inch gap between the doors remained. I further stated that I had told the installer that I was very disappointed with the gap between the doors still showing. He responded that it was normal for this to happen. I had previously included pictures of the door problems to Lowe’s Customer Service in my requests for help, however, on at least two occasions the person I spoke to wasn’t able to locate them. What the representative did find on the 1:05pm call on September1st were pictures provided by Install Partners from the visit on August 30th that she said were blurry and hard to make out. The Customer Service representative told me that she would check my information and I would hear back from them. At 2:52pm I received a second call from from another call from Lowe’s Customer Service. The agent. informed me that Lowe’s would do nothing more to resolve my problem since the installer reported that the ¼ inch gap between the doors was normal. She wouldn’t let me speak, raising her voice and talking over me when I tried to speak, causing me to become upset. She told me she didn’t have to listen to me because by then I was trying to talk over her, asking her to let me speak. I am 87 years old and have never been treated so rudely in my entire life. I told her I would file a complaint with Lowe’s, and she told me she would give me the contact information to do so and, at that point, she hung up on me. I called Customer Service again at 3:49 to make sure I had the right name of the person who had been so rude. The representative was very helpful. taking my information and letting me know she would fill out a complaint for me, giving me a case number of 0944896. I called customer service again on September 8th to see what happened with my case and was told it had been closed out because the installer had reported that a gap between exterior doors was normal.
