Residence enchancment retailer subcontractor complaints on the rise – Boston 25 Information


Complaints against a major home improvement chain are mounting after customers claim their contractor ruined their renovation projects.

“Here we are six months later, our kitchen is still a wreck,” said Carmen Antley.

Antley and her husband claim they were dealing with a kitchen renovation nightmare. The couple say a cabinet was installed over an air vent, they claim their microwave poses a fire hazard because it’s too close to the stove, and they say the farmhouse sink was improperly installed.

“This is causing the island to start cracking and collapsing,” Antley said as she pointed to the damaged countertop.

Antley said when she hired Lowe’s Home Improvement, she relied on the company’s national reputation to avoid disputes with contractors.

“I thought we were going to sign with Lowe’s because the contract says ‘Lowes’ at the top.” Antley went on to explain that the work was carried out by two independent contractors hired by Lowes.

According to Antley, there is a long list of installation errors; including building permits that were never obtained and nearly $40,000 in damage from the hardwood floors to the existing appliances.

“You know I want them to take it seriously. They put someone in our house who caused tremendous damage,” Antley said.

The couple said Lowe initially sent a district manager to their home to review their claims. Antley described the manager’s reaction. “She couldn’t believe what she saw. She was stunned.”

Despite some initial offers to finish work and make repairs, months later the couple said they were still waiting for a solution.

“We mentioned all of this to Lowe’s and it seems to go in one ear and out the other,” Antley said.

Sandra Braga is another Lowe’s customer who chose the chain to build a new fence in her backyard because she trusted the national company to handle any contractor issues.

According to Sandra, Lowe’s sent one of its favorite independent installers to build the fence, but city building inspectors say half of the fence was erected on her neighbor’s property.

“I call, sometimes five times a week,” Braga said.

Braga documented every call she made to Lowe’s and his installer, more than 200 in a year, to fix the fence.

She said there hasn’t been a fix so far and the fence still couldn’t withstand a city inspection. “It is very stressful.”

“You know, it’s crazy. I’ve never dealt with anything like this in my life,” Antley said.

Two weeks after Lowe’s management was questioned about Antley and Braga’s claims, the company said it was working directly with both families and the homeowners were happy with the solution.

“I just want it fixed,” said Braga.

If you use a home improvement store for renovations, do your own research to find out which independent contractors are hiring to do your work. Early intervention can help you avoid later nightmares.