Read complaint
Sent to a friend[12939] Lowes Atlantic Blvd Jacksonville, fl - Lowes Service Advantage Warranty bogus
Purchased a side by side refrigerator from Lowes 12945 Atlantic Blvd, Jacksonville Fl 32224 in 2006. Also purchased a Service Advantage extended warranty to cover appliance for 4 years after the manufacturer warranty, so I'm suppose to be good until 2011.I called to report my water dispenser would not give us water. At first they scheduled Abbey/Grahham Appliance service, inc to come out to repair fridge. A very young inexperienced guy came out and said the dual water valve was not working and ordered one. About a week later they called and told me the part was in and scheduled to come out and replace the valve. While disconnecting the water line from my water valve on the wall the technician broke the nob. After installing the new dual valve in the fridge-it still did not dispense water. When he entered my home he entered via the garage where an old fridge is that we have not had time to haul away. He noticed the problem was not repaired and told me I needed to defrost my fridge (mind you it's a side-by-side and does not accumulate ice in the freezer) because he thought my water line could be frozen. I keep my fridge on 5 and it makes ice but does not give us water. I told him I could not transfer the food to the old fridge because it does not cool enough and he said next step would be to order me a new door. He leaves and I call Service Advantage to report the repair was not successful. I also tell them he broke my water valve at the wall and they need to repair it. They tell me they are going to call Abbey/Graham Appliance Service to find out the details. No one calls me back, so I've been calling Service Advantage every day for over 2 weeks. Next they tell me the technician reported the fridge working...wow. I go back and forth with several different reps and they all say they'll call me back and they don't. I've spoke with Ron employee # 155164, Cory employee # 156079 both so called supervisors. Ron leaves a message at my home telling me he'll be out the next 3 days, great, and Cory schedules the company to come back out. I get home today and someone named Jessica, never spoke with her tells me that Abbey/Graham appliance says I need to defrost my fridge first and call them back to come out. Mind you I have over $200.00 in meat in my freezer not to mention what is in the chill box. I call Lowes Advantage again and I tell a rep I do not have a place to place my good without them spoiling. She tell's me to put them in cooler..outrageous. She than transfers me to Cory, I speak to him a second time and he tells me he has to go with what they said about me defrosting the fridge. Also so called Jessica who left a message on my voicemail told me If I didn't defrost the fridge I would be voiding my service contract. May I ask what service contract? I have yet to solve anything with this contract. Cory tells me the same and I ask if I can get a loaner from Lowes. He says they don't have loaners, but tells me I can rent a fridge and send them the bill. Would you trust them at this point? of course not. So I have a so called valid warranty but get nothing but the run around and both Lowes service advantage and Abbey/Graham- have nothing but lies and excuses. Defrost your fridge, put your goods in an old unoperable fridge, put your goods in a cooler, in your neighbors fridge, rent a fridge we'll pay it, all in an effort to not repair my fridge. Also, I contacted Lowes where I bought the fridge on Atlantic Blvd 32224 and Brian (so called manager) tells me he'll see what he can do and never returns my call. When I call him he says " I was just getting ready to call you", another lie.
So I have decided to quit wasting time with a bogus warranty company and Lowes and Graham Appliance and decided to tell Everyone not to purchase an extended appliance warranty from Lowes. Better yet, don't shop at Lowes. Consumers have rights and we can choose to spend our hard earned dollars somewhere else.
Do Not Use Abbey Graham Appliance Service Inc (5880 Macy Ave Jax Fl 32211 and don't waste your time with Lowes Service Advantage because it is only a Disadvantage and Don't Shop Lowes.
I will get someone else to repair my fridge who is honest and worthy of my time.
Click Here to read other Ripoff Reports on Lowe s
Posted 2 years ago
Rating:1.00
Comments
- I was a "Supervisor" for Lowes Service Advantage and have some inside information as to how this Extended Protection Plan works. First of all don't buy an EPP unless you have read and fully understand the terms and condidtions of the plan. It clearly states what is and is not covered on appliances as well as outdoor power equipment. If you are being sold a plan at the store, ask for the terms and conditions. You have 30 days to purchase the plan if you really want to. There are timeframes for repairs. Laundry equipment is 21 days before it is looked at for replacment. If parts are on order it wont be replaced. "No cool" refrigerators and freezers are 5 days, if you have food loss after 78 hours you can ask for food loss replacement. $100.00 with a 2 year plan and $250.00 with a 4 year plan. You can also rent a refrigerator for up to 25% of the cost of your original or if you speak to a "supervisor" you can ask for a compact. You can purchase a compact for up to $150.00 and its yours to keep. You will need to submit a reciept for the purchase and be reimbursed. When submitting for food loss you will need a statement from the service provider that you were indeed in a no cool situtation. Thats because of previous abuses by customers. Stoves, microwaves, and all other appliances are 45 days. Air Conditioners and heaters are 5 days. If the cost of one repair is over 95% of the cost of the unit, it will be replaced. By replaced that means you will recieve a gift card to Lowes in the amount of purchase plus any sales tax unless you specifically ask for a check. The "No Lemon" policy works like this: After 3 of the SAME COMPLETED repairs and a diagnosis of a 4th all within one year, ( they go back one year from the failure you are calling about) you are entitled to a replacement. However those repairs are not considered completed until after 30 days because the servicer has a guarantee of service. If they fix it and it breaks within 30 days its on them, not the warranty company to repair it again. So all failures have to be outside of that 30 days. Also the time left that you have on your warranty and the cost of all repairs are taken into consideration. If you have less than 6 months left on your warranty it wont be replaced. Also if you are not over 95% of the cost of the unit in repairs it wont be replaced either. As for calling LSA, if you are having major problems with getting repairs it is best to speak to a supervisor, they have more resources to take care of these things than a regular customer service rep. However, the "supervisors" are very overworked, they do not have time to call back every single customer when they say they will. The timeframe on a supervisor calling you back if you chose to leave a message is 24 hours. LSA is a warranty company not owned or operated by Lowes. However, Lowes does write the terms and conditions. National Electronics Warranties is the company that enforces those terms and conditons and is underwritten by AIG who pays all the claims.
Posted 1 year agoReport - I doubt any of you read your terms and conditions. Many of you don't even know how insurance/warranties/contracts work, but you'll b***h and moan about the service that your not paying for. Next time, don't buy the plan, wait just as long for service, and pay for it yourself. The plan basically is there to pay for the service.
I used to work for Service Advantage, and guess what..90% of you have absolutely no idea what you were covered for, or what you were actually entitled too. Thats not our fault, thats your fault. I've bought plans, and since I am an EDUCATED consumer, who takes the TIME to know what I'm buying, I've never had a problem getting things fixed through warranties or contracts.
And to those of you who think calling and screaming will get things accomplished...I have news for you. IT WONT!!!!! The plan is not there to make special exceptions. And EVERYONE wants a special exception. The plan is not there to replace your machine because of YOUR situation. And if you would take the time to read the terms and conditions you'd know when you're eligible for replacement. I got so damn sick and tired of being disrespected every single day. Especially when I have went OVER above and beyond for many of you to make sure your "problems" were taken care of. I have received numerous commendations from people and you know why... They let me help them.
That's the problem. You don't let us help you. And what's with raising hell when the representative you talk to doesn't give you their last name or other personal information? Company policy PROHIBITS them from giving that out. And even if they COULD, it would still be a personal choice. There is nothing saying they would HAVE to give you that information. That is information that you DO NOT need to have.
Posted 1 year agoReport
Add your comment
Please input verification code:
flag as inappropriate content