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 Lowe's Delivery Resulted in Damage
Posted Wed January 23, 2008 12:00 pm, by colleen K. written to Lowe's
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I purchased a new washer and dryer at Lowe's in Missoula,Mt the first week of January after searching many many places for the best price and affordablity.
The items were delivered to my home the next day and I had laid down throw rugs so the delivery guys would not track in on my carpet. First thing they did was throw my rugs to the side and track in a pile of mud and water with the 2 wheeler. First they took out the old washer and dryer tracking across the floor and carpet then brought in the new one.I had piles of mud and water in the kitchen floor and laundry room and also the carpet had mud tracks from going back and forth. When taking out the old set they proceeded to tear my tile in 6 places..like they moved it forward, tore it, moved more, tore, moved and tore. I now have 3 tears directly in front of my washer. I did not notice the rips immediately because there was so much water and mud standing in front of the machines from the delivery guys shoes and 2 wheeler.
After they left I was so upset at the mess I called the neighbor and my mother to come over and I immediately took pictures. After wiping up the water I noticed the rips and also a gouge in the wall by the washer where they must have hit it.
I printed out the pictures of the mud, tears, gouge and water and went straight to Lowe's. The mgr. took the pictures, gave me a bottle of carpet shampoo and told me the insurance company would be contacting me. Exactly 8 days later I heard from someone who informed me that Lowe's was denying they ripped the tile, and would I email her pictures. I did this and haven't heard back.
This house was brand new and the washing machine had not been moved before Lowe's delivery guys arrived with the new set. This tile was not ripped before they arrived.
The tile is one whole piece thru the kitchen and I agreed to have the laundry room have different tile because of the difference in the estimate of $1500.
I want Lowe's to replace my tile to the original condition and quit denying that they did any damage. The delivery guys agreed they brought in mud and water.
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by lovetoshop Posted Thu February 28, 2008 @ 2:37 PM
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well after 2 months Lowes has finally sent out a insurance adjuster
and agreed to pay for the mess they made.At first they were denying
everything and I threatened small claims court.They finally sent a
adjuster and he agreed that they were new rips and Lowes was
responsible so all will be taken care of as soon as the insurance
check arrives..Thanks for all the help everyone..
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My grandma had an oven installed quite a few years ago...she bought it
from a local mom and pop appliance center...they took a huge chunk of
wood out of the door frame of the kitchen. She called and the men came
back with no problem and fixed it. i hate big box retailers sometimes
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by ♥Venice♥ Posted Wed January 23, 2008 @ 11:39 PM
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Your letter made me realize how lucky I've been with deliveries over
the years. I've always had the best delivery guys who did little, if
any, damage.
I'd like to say that the throw rugs were not a good idea, but they
should have said something to you before just throwing them to the
side. There is also not much anyone can do about the weather or
conditions outside the house. Maybe you could have given them a mat
or rug to wipe their shoes on, but I realize that sometimes these
deliveries happen so quickly, it's hard to think fast enough. There
was no excuse for tearing the tile, and taking pictures was a great
idea. It definitely sounds like they're stalling, and you should
stay on top of this until you get their attention and a resolution.
Good luck.
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by FLgirl Posted Wed January 23, 2008 @ 9:05 PM
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I think this is a very calm and well-thought out letter. It's great
that you took pictures immediately so you have some documentation.
While it may be true that loose carpets are a hazard, it is certainly
not your job to know that. In my opinion, they are responsible for
bringing whatever supplies they need to complete the delivery without
damaging your home.
Good luck with your claim and I hope you are able to get the damages
taken care of!
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Good point, and you're right. And you'd think if they were doing
multiple deliveries that day, they'd have come prepared. Honestly, I
would be furious. She obviously calmed down before writing this!
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I'm glad you took pictures!
In defense (just a tiny bit) of the guys, putting loose rugs down on
carpet could be a very difficult way to move a two-wheeler cart (heavy
with an appliance) across a room. There is special plastic for this,
and you can tape it down to your carpet with special tape. I've seen
this done at open houses, for example.
But still -- they couldn't wipe their shoes off at the door? Warn you
that it was muddy or something?
However, my defense of Lowe's ends right there. If you don't hear
back from Lowes SOON, you need to send them a formal demand letter
with a specific date (such as, 10 or 14 days after the date you send
the letter) by which you expect to hear from them. Send it to the
manager of the store and cc in-house counsel (which should be easy to
find via their website, or by calling their HQ). Send it by certified
mail, return receipt request, or by a delivery service such as FedEx,
which will require them to sign for it, and you can get that proof.
Then take them to small claims court.
You must be furious, although you've written a pretty even-toned
letter.
GOOD LUCK!
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