‘You know it’s crazy’: Home improvement store subcontractor complaints on the rise

Complaints against a major home improvement chain are rising after customers claimed its contractor wrecked their renovation projects.

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

Antley and her husband claim they have been dealing with a kitchen renovation nightmare. The couple says a cabinet was installed over a vent, they claim their microwave is a fire hazard because it’s too close to the stovetop, and they say farmhouse sink was improperly installed.

“It’s causing the island to start to crack and cave in,” Antley said as she pointed to the damaged countertop.

Antley said that when she hired Lowe’s Home Improvement, she was counting on the company’s national reputation to prevent contractor disputes.

“I thought we were signing up with Lowe’s because the contract says at the very top: ‘Lowes.’” Antley went on to explain the work was done by two independent subcontractors who were hired by Lowes.

According to Antley, there’s a long list of installation failures; including building permits that were never obtained and nearly $40,000 in damages, from the wood floors to their existing appliances.

“You know I want them to take it seriously. They put somebody in our home that has caused an enormous amount of damage,” Antley said.

The couple said Lowe’s initially sent a district manager to their home to evaluate their claims. Antley described the manager’s reaction. “She could not believe what she saw. She was flabbergasted.”

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

“We’ve 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 picked 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 preferred independent installers to build the fence, but according to city building inspectors, half the fence was built on her neighbor’s property.

“I’ve been calling, sometimes five times a week,” Braga said.

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

She said so far there had not been any solution and the fence still cannot pass a city inspection. “It’s 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 asked about Antley and Braga’s claims, the company said it worked directly with both families and the homeowners were satisfied with the resolution.

“I just want it fixed,” Braga said.

If you are using a home improvement store for renovations, do your own research into the independent contractors assigned to your job. Early intervention can help you avoid nightmares later.

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