Lowe's Home Improvement Damaged my ceiling and a bedroom during the installation of a swamp cooler Westminster Colorado

I think it's best to see the letter I gave to the District Manager:

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June 6, 2008

Dear Mr. (Dan) Goelick,

I'm writing this letter to express my extreme disappointment with the way your staff and contracted installer handled the installation of the swamp cooler I recently purchased from your store. First I'll express what occurred, somewhat chronologically and then express my thoughts and feelings about the matter. After that, I'd like to explain the way the matter has been handled which is equally unsatisfactory. As a result of the business practices used in handling this situation, Lowe's has shown me that customer happiness is not a concern.

I have been planning on replacing an old swamp cooler since the end of summer in 2007; because of this I began getting set-up to do that in March of this year. Towards the end of March, I came in to your store and asked someone about installing a swamp cooler at my house. Although, I can't remember the name of the associate that helped me, he was quick to inform me that installation can occur after I have a "site visit" where the installer can determine if my house and existing mounts can accommodate a new swamp cooler. He informed me that there are some circumstances that would prevent an installation from occurring. I had asked the associate, if the installer will inform me what I would need and if it can be done. I asked because I really didn't want to spend money on something that would require a tremendous amount of work to be performed in advance. I also informed the associate that I hoped the installer had experience with this kind of work since I had no expertise with swamp coolers. He informed me that it would not be a problem, because the installers used were "good". I paid the required $35 to have the site visit performed; since it was a Friday (I don't recall the exact date), the associate informed me that I probably would not be receiving a phone call until Monday to schedule the site visit.

I allowed Monday to come and waited an additional week to allow for the phone call. I never received one, so I called the store and asked for assistance in the matter and was informed by another associate (who I can't recall) that there was no information that I had ever paid for a site visit or scheduled one. At this point, I took my receipt to the store and another associate looked my information up on the store computer/register and she said it was showing as paid, but had no paperwork showing the scheduling to have taken place. She began talking to some of your management staff about me being scheduled. Eventually someone found the information and informed me that I would receive a phone call from the installer soon. I believe it was the next day that I received the phone call from the installer for the site visit and scheduled it.

The site visit occurred in mid April of this year. The installer, identified to me only as "Jacob" arrived at my house and took a look at my existing swamp cooler. He informed me that he had looked at everything and it would not be a problem to install a new swamp cooler and help me get it running. I asked him what was needed, and he said that the swamp cooler I needed was slightly smaller than I already had. He informed me that he would have to make some alterations in the legs but did no work with the mounting itself. I asked him if the existing equipment was good enough to use with a new swamp cooler and he assured me that it was. He informed me that he would contact the store and inform them about all the additional accessories I would need to install the swamp cooler and that the store would contact me to schedule the date of the installation. He asked if I wouldn't mind making it until sometime in May to avoid any harsh weather. I agreed.

By May 20th 2008, I had not heard from the store and went to the store to purchase and arrange for installation of my swamp cooler. As before, the associate I spoke with couldn't find my paperwork. I waited within the store for an hour before several associates and an assistant manager, later identified to me as "Steve" found the paperwork needed. The associate that helped me arrange the purchase and installation gave the installer a 2 week lead in order to arrange for the installation. I accepted that and made payment for the cooler and installation. A couple of days later, Jacob called me and arranged for the installation on the 28th of May between 11:00 a.m. and 2:00 p.m.

On May 28th, Jacob and his crew (2 other men) arrived at my house on time. They began working at it very diligently. During the installation, I showed both members of his crew where the water line was located, the electrical panel was located and where the control for the swamp cooler was located. At one point during the installation (approximately 2:30 2:45 p.m.), the first person from his crew came to the door and asked me to show him where the water supply was located. I showed him and he turned it on. A few minutes later, he came and asked how to turn it off. I showed him and he said to me, "There is a hole near the top of the line." I looked at him and replied, "Well, that's good if it can be fixed, because I'd hate for Jacob to have to replace the line." (This is important, because later your assistant manager informed me that the installer wouldn't do internal lines.). At this point, since the water was turned off, I believed the installer was doing what he could to make the swamp cooler work properly.

Several minutes later (approximately 3:00 p.m.), the second member of his crew came and turned the water line back on. Before he did, I noticed some water dripping down the backside of my house. I thought it was drain-off from the installation and thought nothing of it. I went out front to wait for the installation to finish and eventually Jacob came down from the roof. He informed me what he had done to the electrical connections for the swamp cooler control and I asked him if my swamp cooler was ready to run. He informed me it was. At this point (approximately 3:30 p.m.), he had me sign a paper stating that he had performed the work and began to leave.

I turned to go back into my house and looked out the back and still saw water draining from above. I ran back outside to stop Jacob and ask if this was normal. I missed him as he drove off. I went back inside the house and tried to call him on his cell phone; I didn't reach him but left a message informing him that water was coming over the backside of my house and asked him if this was drainage or if there was a problem. He never returned my phone call.

I went into my back yard and tried looking to see what the problem was. I couldn't really tell, but was becoming worried. I went up stairs to look out a window that was near the draining water. I entered one of the bedrooms and then noticed all the water that was coming through my ceiling and exterior wall. I immediately turned the source water off believing, at this point (approximately 3:45 p.m. 4:00 p.m.), that the water feeding the swamp cooler was the problem. After I spent several minutes trying to figure out what damage had occurred, I placed holes into the ceiling to try and drain some of the water in the attic. I then called your store to complain.

I spoke to your assistant manager, Steve, and explained the problem to him. He said he would have to call the installer and then asked if it would be okay if he came out to inspect the damage. After a few minutes, Steve called me back and said that Jacob informed me that he [Jacob] explained to me that there was a hole in my line. I told Steve that was correct. I explained to Steve that I asked for it to be fixed, and Steve told me that the installers don't do anything with the internal lines or hardware. I asked Steve if this is something Jacob should have explained to me, is it something Jacob should have inspected for when I requested that he inform me if he couldn't make my swamp cooler work, and I even asked if it was possible that Jacob inspect his work when he's complete to make an attempt at assessing any potential issues. Steve said he wasn't sure and then came to see the damages in my house.

When Steve arrived, I showed him everything that I had spotted: the ceiling, the exterior wall, the carpet, the awning outside and the water line in the attic. I asked Steve about what was going to happen and he said, "I'll have to look into it, but don't worry because this isn't your fault." I thanked him and asked him when I would be hearing from him. He told me would be in touch with me as soon as possible.

Mr. Goelick, since I moved to Thornton, CO in April 2006, I have used your store for ALL of my homebuilding and supply needs. I purchased a new washer and dryer; I have purchased various painting supplies, yard tools and the swamp cooler. In the past couple of years, I have spent approximately $5000 - $6000 on your inventory and services. Granted, I realize I probably don't spend as much money as some people and probably more than others, but I AM an intricate part of your business. I have plans to replace carpet in my house, finish a basement (this will include a bathroom) and some exterior work on my house. As a homeowner, I will certainly need to supplies for maintenance and other aspects of my home. As you can see, I have the need to spend several thousand dollars over the next few years. I have ignored your competitors, such as Home Depot and Wal-mart because I have always valued the service I've received from Lowe's, but in this situation I'm urging you as a professional to maintain your company's reputation by making the situation right. I expect the repairs needed to repair the damage to my house and I expect the proper installation of my swamp cooler.

Since this matter has been turned over to your Specialty Risk Services, I have the distinct feeling that Lowe's is focused on avoiding responsibility. This bothers me; because I made absolutely clear that I have no desire to seek any retribution against Lowe's and I only desire to have my home restored in a fashion that is reasonably expected. I made clear that I just want an operable swamp cooler and a restoration of the one room damaged. It bothers me, from a managerial and business standpoint that Lowe's is spending money on an insurance operation that involves an investigator, an engineering expert and various testing procedures that must involve an expense to Lowe's.

According to every business class I've ever taken, it seriously makes me wonder if the concepts of planning, leadership, organization and control taking place. I think Lowe's has failed in planning since I was the one that had to follow-up to make sure the scheduling of the installation took place. It's also quite obvious that leadership is questionable, since a lack of responsibility is being displayed. The ability to be organized was also obvious since the maintenance of customer paperwork and records of transactions did not occur. And there are some questionable practices of monetary control, since Lowe's is willing to spend money on the process of insurance investigation, in stead of making the necessary expenditures on correcting the problems I noted above. Honestly, ask yourself: Is money being well spent? Is money better spent on making sure Lowe's isn't responsible? Is money spent on retaining a customer well worth the investment? What other potential operating losses can be incurred when one unsatisfied customer can influence other existing customers or potential customers?

In an economic environment that is poised upon the precipice of uncertainty, can Lowe's risk making one customer unhappy? Please, fix my house and make my swamp cooler run!

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Subsequently:


June 10, 2008 at approximately 9:00 a.m. - Spoke with Dan Goelick on the telephone at approximately. He claimed the installer "Jacob" did not know about the leak in my line and that none of his crew members were in my house. Refer to letter to Mr. Goelick dated June 6, 2008 which explains that members of the installation crew were in my house at least two times and on one of those times, I was made aware of a leak in my water line. Mr. Goelick also claimed that I could have had an additional water line ran on the exterior of my house, but Jacob had informed him that I stated I did not want a line. This is blatantly false because I was never made aware that an additional line could have been ran. Mr. Goelick went on to explain that the hole in my line was obvious weather damage and that can't be Lowe's responsibility. I explained to Mr. Goelick that it doesn't matter what caused the leak, the problem was that the installer knew about the leak and did nothing to prevent damage to my house. I also asked if the initial site visit was used to determine if the swamp cooler can be ran. He informed me again that the installer would not have crawled into my attic to determine if there was anything wrong with my line. I explained that it seems like an obvious thing to me, but asked again why I wasn't informed of the exterior line that could have been ran or why it wasn't explained that it would have been a better offer. Mr. Goelick went on to explain that it's not the installer's responsibility to make sure I didn't have leaks in my line. I explained that the installer could have walked around my house and inspect his own work to see if there was any leaking water. Later, I called back and asked for his direct supervisor's name and contact information, he refused and instead gave me a generic "customer service" number.

June 10, 2008 at approximately 10:00 a.m. I contacted someone at Lowe's Customer care Line (1-800-44-Lowes) for the purpose of contacting Mr. Goelick's supervisor. An associate did not give me any contact information, but informed me that someone would contact me.

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Bill
Thornton, Colorado
U.S.A.

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