Shopping for replacement windows or vinyl windows? If you are like most Americans you will probably stop by a Home Depo or Lowes to see what they have to offer. We choose Lowes (Lake Worth, Texas) and it has taken more than a year for the order to be completed. The problems experienced were mostly with faulty windows.
Here is a brief summary of our window purchasing and installing experience.
After experiencing severe damage from a storm, we started shopping for vinyl replacement windows. After comparing the products at Home Depo and Lowes, we decided on using Lowes because the available windows were very similar in quality and price, but Lowes would do the installation for $99. per window, and the quote from Home Depo was much higher because whatever the window unit cost was almost to the penny the price that they quoted for installation.
Received price quote for windows and installation. On September 13 I paid in full for the windows (this is the only choice). Placed order for MI brand double hung windows for the front of our home. 2 kitchen windows, 2 bedroom windows and one large office window that they count as three windows because of the size and shape.
Came to install bedroom, kitchen and office windows. Part was missing for office window so they left without doing any work. Came out again to install bedroom and kitchen windows. Installed the 2 kitchen windows but a storm was coming so bedroom windows were not installed
The installer came back and repaired the caulk on kitchen windows.Installed bedroom windows but one of the windows were damaged by installer who missed the place he was supposed to screw into and screwed into the window frame.Notified that the part for office window has arrived at store, but was told installer cannot come to install for 2 weeks.Three days later a different contractor shows up to install the office window. He says it is the wrong size and refused to install window. Measures window and tells us they will re-order the entire window. Lowes calls us to tell us they are re-ordering office window. A few days later the original installer shows up a window that we are told is the window they just ordered. Office window is installed.
Notified Lowes that caulking on office window looks like frosting and it is unacceptable.
Met with Lowes customer service rep and notified her of problems: West bedroom window – top window falls down when bottom window is opened. To lock window you must push up on the top window while pushing down on the bottom window. Office windows – they are fogging. Suspect that the seals have failed. One window has drops of water on the inside of it. Installer has still not re-caulked the outside of the window. Within a few days the Lowes store manager comes to look at caulk. He says “It looks terrible and they should have never left your house looking like that”.
I was told that contractor had came out to repair the caulk but decided it was too cold and they left without doing any work. Contractor also told Lowes that he could not repair the caulk because it was next to brick.
A different contractor comes out and re-caulks just the top of the office window. Sides of window were not re-caulked
12/24/2009 – Office windows and bedroom windows have air blowing in around the frame. The curtains are blowing. Rep from Lowes comes out to examine problem and said we had a valid complaint. Also showed Rep how bedroom windows are tilted and not put in straight up and down. She said someone would be out on Monday the 28th.
12/28/2009 Nobody came from Lowes
12/29/2009 Lowes said somebody would be here on Wednesday 30th
12/30/2009 Message was left on our phone that someone would be here on 12/31/2009 between 2 and 4 pm. I called them and told them it was New Years Eve and we weren’t available to meet Lowes
12/31/2009 Lowes says someone will be out on Jan 4th or Jan 5th
1/4/2010 heard nothing from Lowes
1/12/2010 reported problems to the BBB
1/16/2010 Visit from Lowes store manager and window installer. Measured for new windows for the office. They plan on replacing the windows but not the frame. Lowes window installer promises me that the caulking will be redone on office window on a day that was over 70 degrees, and they would do it as soon as possible. (note: there were 3 days the next week that
it was over 70 and nobody showed up to do any caulking). 1/28/2010 Phone call from Lowes saying that they expect office window unit on Monday February 1.
2/2/2010 Phone call- said that they expect windows on Thursday 2/4
2/15/2010 Phone call – window not in
2/17/2010 Phone call windows are due in tomorrow
2/22/2010 Rep from the manufacturer of the windows came out and adjusted bedroom window
so the top windows stay up when the bottom windows are opened. Nothing was done about the
air leaks on the bedroom windows.
2/22/2010 Lowes installer replaced windows, but not the frame on office window in an attempt to stop the Air leaks. While they were here they found many problems with the window installation and they decided to replace the entire window. So they are ordering a new window for the office.
2/26/2010 Said office window is due March 12
3/12/2010 We are notified that the window has arrived.
4/8/2010 Moved all the contents out of office because the new office window will be installed tomorrow.
4/9/2010 Came to install new office window. Office window was defective. The installer said it was floppy and unstable. Also the window frame had scratches and a dent in it. They left with the window. We were told they are ordering another window and it should be here in May.
4/9/2010 Top bedroom window is still falling down when bottom window is opened, and nobody has said what they will do to fix the cosmetic damage that occurred at the time of installation.
4/15/2010 Phone call from Lowes, say that the office window is due May 5
5/3/2010 Rep from window manufacturer fixed the bedroom window so that it doesn’t fall down
5/6/2010 Lowes called and asked us to come look at the window for the office that they have received. They feel it has problems.
5/7/2010 We went to the Lowes store and saw the window. It has deep scratches in both the interior and exterior vinyl. Lowes advised us that the window will be reordered.
5/28/2010 Received phone call from Lowes store manager who said that the office window had been received by the store, but it was inferior and he didn’t even want us to see it. He asked us to come to the store and talk to him about changing to Pella Windows
5/29/2010 We went to the store and looked at Pella windows. Brought a window home to compare color and style to the already installed MI windows.
5/31/2010 Lowes called and said they are not changing to Pella windows and are reordering an office window from MI for us.
6/4/2010 Lowes requested that we come to store and inspect the window they have received
6/5/2010 We told Lowes that they need to decide if window is good or not, not us.
6/9/2010 Office window was installed. It looks nice. The installer said he is not happy with the exterior caulking and will come back to redo it. They have decided to replace the frame of the bedroom window due to the cosmetic damage. It is on order.
6/24/2010 Lowes received bedroom window frame. Proposed installation: July 14, 2010
6/29/2010 Beginning negotiations with Lowes who says they would like to compensate us for our time and troubles of this experience. Lowes offered to put in our dining room windows and a transom over the front door plus give me an amount of cash.
7/15/2010 Bedroom window frame installed.
07/19/2010 Lowes asked how much I wanted in cash. I told them, make me an offer. The
reply was ” oh no ,it was your time and your life was disrupted you tell us how much you think
your time is worth”. I looked at my notes and began to add up the time I spent on this project and came up with about 100 hours of my time. Considering that they are putting the two windows in which are worth roughly $800. , I told them $1500. I was told this was way too much money and there was no way they could pay me that much. They told me to come up with another amount. I told them the amount was $1500.
Lowes said that I was asking for much too much money and said they would give me the two windows and $500, or $1000 cash and no windows.
9/3/2010 Installed (free) transom. Also brought a (free) dining room window to install, but it was the wrong size. (window was made with the length and width measurements switched) . Window was reordered.
9/3/2010 Lowes store manager brought me a check for $500. He requested that I sign a
confidentiality agreement and never talk to anyone about this incident. I told them it was too late,
because I had been posting updates on my facebook page throughout the installation process. He agreed to remove the confidentiality clause from the release.
9/30/2010 Notified that dining room window is at the store.
10/24/2010 Still waiting on Lowes to re-caulk office window. Dining room installation is scheduled for November 6, 2010.
November 6 2010 – Dining room window was installed and caulking was re-done on the office window. Job is complete.