Lowes Frustrating Warranty Experience Boynton Beach Florida

I purchased a Generac gas powered pressure washer from Lowes in the fall of 2012 for home use and at the time of purchase I also bought the extended 4-year warranty due to prior poor experience with pressure washer extended term reliability. I used the product extensively to clean my home, patio, driveway and pool deck. In January 2015 the pump failed and the unit would no longer spray effectively (delivery of pressurized water was intermittent).  I retained ALL of my original purchase paperwork. I contacted the Lowes repair service center for instructions concerning repair. The conversation was very disconcerting when the representative indicated that the unit was covered by warranty provided their technicians did not find anything was abused. I thought to myself, this leaves a potentially wide gap in the value of this warranty purchase. I know I did not "abuse" the machine (whatever that might entail, I am not entirely certain).

On January 19, 2015 I returned the unit to the nearest Lowes retail store as instructed, and the clerk handed me paperwork to approve costs of repairs up to $100. I inquired why there would be any cost (since it is warrantied) and she indicated that if they find abuse, it will not be warrantied, and would I want it repaired anyway. I said that I would need to speak with the technician before I could make that decision and to please note that on the repair order form, which she did. She also said it could take up to 3 weeks to get the unit back (a long time in my opinion) because it is shipped out to a facility far away. 10 days later on January 19 I receive a call from "Tina" at the Lowe's repair service center, indicating the unit has a worn part and there is an estimated cost of up to $250+ to repair the unit. I responded that I am covered by an extended warranty, and this fact was verified when I first called the Lowe's repair phone number for service. Normal wear and tear is supposed to be covered under this policy. She puts me on hold, and returns to say that indeed the unit is covered, and there would be no charge. She would put the order through for repair.

On February 11, 2015 I receive a telephone message that my unit is in the store, with a $253 fee for repair. I call the store back (Corporate Drive, Boynton Beach, FL) to discuss this, I am cycled through 4 or 5 different departments/people and eventually get a dial tone. Wonder if I am frustrated? I call again, ask to speak to the store manager -- he is not in that day -- get the next person in charge ("Sam White") who gives me to "John" to whom I explain the matter. John will not give me his last name or initial but promises to call me back, and to his credit he did. John resolves this by saying there is no charge for the repair. I get to the store and am able to retrieve the unit without further problems, and although the repair slip I am asked to sign indicates a $253 repair fee, there is no cost to me. Perhaps all is well that ends well, but at every turn during this process I was asked to pay for a repair that is covered by warranty. My only other product warranty experiences have been with the American Express card for  items purchased with their card, and in comparision their service is "golden" -- resolved with one call and item fixed without further angst. Unfortunately, the coverage period offered by American Express is limited so it did not apply to this purchase.

On the basis of my experience with Lowes, I recommend customers exercise extreme caution before purchasing equipment and related warranties from them. I will not do it again.