We started a project with Lowe's and needed a very large amount of fencing to be installed at our residence. Lowes sent out someone to give us a quote on what it might cost. We were surprised at the cost of the fence and we asked them if that included the military discount because Lowe's offers a 10% off for military families. The guy that came out to give us the quote said that he would reach out to Larry at quality fencing to see what they could do about the price and so they agreed to give us the same price.
Tom, the guy from Lowe's who came out to give us the quote was our point person on the job. Through him, we paid for the entire project which was about $3,500 in order to secure a date for our work. The reason we were willing to do this was because we just purchased a place right off of a main thoroughfare, and we have a service animal and we didn't want him to have any safety issues with our unfenced yard.
The week that the work was supposed to start, I suddenly could not get a hold of Tom and I had no way to contact Larry who would be doing the work. I frantically started calling and texting Tom but to nothing in response. I knew from past projects that at some point the material should be delivered and it was coming up on the Friday of our installation and still nothing.
At that point I started calling Lowe's and we got some really interesting feedback from them. The lady I spoke with in the installation department told me that Larry, being a contractor, would not answer the calls that she makes to him because it shows up as a Lowe's number. She also told me that when she does call him and leave a message, he does not respond to her calls. Because of this, she said she needed to call him from a supervisor's number or somehow restrict our number so that she could actually get through to him. I thought this was very unprofessional.
It literally took us a week of escalating to supervisors assistant managers and managers to finally get to somebody who said that they would try to figure it out. The day that we paid for, for the installation of our fence came and went. They did not show up, call us, reschedule, anything. At this point we're out $3,500 and we have no materials and no fence and we've waited almost a month for this installation project.
The next week, I finally get a hold of Tom who apparently was on vacation and did not have anybody filling in for him that could contact Larry to figure out what the deal was. He got the materials delivered to our house but we still didn't have a date rescheduled for our fencing project. Finally Larry reached out via text to say that he and his team were going to be arriving.
Throughout the project working with Larry, he was rude, unprofessional, pushy, and inflexible. We felt that the way that he interacted with us was unreasonable given how much money we were paying him for a very small job. His team that finally came to install our fence were loud, smoking on our property, trampled a bunch of our landscaping plants and punctured multiple places in our irrigation line resulting in a lot of money we ended up having to shell out to fix all of these problems.
One of the managers we spoke with about all of these issues said that they would refund us some of our cost due to the problems we faced with this project but we still have not received that money. I have no idea how long it's going to take for them to adjust this for us, but at this point I have very low expectations on professionalism from Lowe's and the people they choose to business with like Larry.
The fence itself is fine, however the work that was done and the way they went about the work wasn't professional and I would go out of my way to not do business with them in the future. I know that business during covid and fires and everything have made things difficult but that doesn't mean that people can be unprofessional like this blowing past paid projects and contracts already established.
We tried our best to communicate our concerns preemptively to no avail. We communicated up the ladder as far as we could and we still did not find resolution. I will probably go back to Lowe's to purchase items for my home improvement needs, but I will not be contracting with them again in the future for any installations and I am glad that I do not have to do business with Larry again or his team. read more