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01/10/2017
By: Steven V.
Lowe's Home Improvement
I took a generator in for repair (One that I had purchased there). I signed papers that gave them permission to do any repairs up to $100. (Lowe's picked the $ amount). They told me it would be BACK IN A WEEK. Two weeks later, I had not heard from them, so I called & was told it had been sent to SS Power Sports in Jefferson, TN. They had no idea why it was not back. They referred me to Steve in receiving. He said he would find out why it was not back. When I called back the next day, I was told that the repairs were going to be more than $100, so they could not proceed without my approval. THE POINT IS NOBODY CALLED ME to get my approval. I asked for S&S phone number & called them myself & gave them permission to do the work for about $150. I was told I would get generator back next week. 2 weeks went by. I called again. Lowe's had no idea why it wasn't back. I then called S&S and they told me it had been sent to Altaquip (A National repair service). I asked for their phone number. I was told they do not have a phone number (?!) and the only way to contact them was by email and only THEY could email them (I could not ?!). The woman then said they were very poor at answering their emails. She told me she would send them an email. After several days, I called Steve about my repair. He did not know why it wasn't back, but said he would check. He called me the next day & said NOW they think it will cost $220 to repair & need my approval. AGAIN, NOBODY CALLED ME to get the approval. I gave my approval AGAIN. More time passed. Finally, after SEVEN+ WEEKS I got my generator back. Whereas, it does now work, I will have to point out I had had the generator (as an emergency backup) for four years & only run it about six hours of "real use" (I would run it several minutes every several months). In spite of so little use , it took ~$220 to repair. My biggest complaint is the inefficiency & length of time of the repair service.

Just a moment...