Lowes
Complaint 257865 Details

On-going concern that has yet to properly be address.

Reference: Tran Air Condition System not properly cooling/heating

To Whom It May Concern:

I am writing regretfully, to inform you about and complaint that I have. As a loyal customer of Lowes for 15+ years, I am saddened to inform you about a complaint that has been on-going for better than 5 months. The second worse part of the matter is it appears my concern is not taken to be of interest, nor the level of respect to resolve the matter.

On October 19, 2012, I Shirley Robertson signed an agreement with Lowes to have a “Complete Heat Pump 13 Seer - Air Condition” system and new ducts installed in my home. At which time, less than 2 weeks of installation unwelcoming experiencing start occurring.

• Home not properly cooling
• Loud knocking coming from the unit
• Air Clinic tech putting Freon in unit (less than 6 months)

Please understand prior to me writing this letter I’ve tried on various occasions to address my concerns to Lowes seasonal manager – located at 8520 S. Hampton Rd., Dallas, TX, Prentiss Newton, Project Specialist of Lowes, and James Trussell, Owner and/or manager of Air Clinic and Don Ryan, Master Air Condition Tech for Air Clinic.

On two difference occasions someone was sent to the home, but each time, excuses was provided why the system wasn’t properly cooling throughout my home. Initially, I was told since this was my first time owning a water pump system, I possibly will experience some difference in the heating/cooling system. Trying to be a reasonable customer, yet still experiencing days and nights of unpleasantness with the heat and/or now with the cooling of my home; I begin to think allowing Prentiss Newton, Lowes specialist and James Trussell, Air Clinic sales manager to talk me into buying such a system was a very costly and unwelcoming experience I will now have to live with.

Although still not particular comfortable, I endured going through the winter months of unpleasant experiences; now with good hopes I hoped maybe the summer, spring and fall period would be better days ahead. Unfortunately, here we are now in the summer months and I’m still experiencing problems.

May 28th @ 9:00 – placed call for Air Clinic / home not cooling
May 30th – Don Ryan (missed appointed, due to got stuck in traffic)
June 3rd – Air Clinic tech showed (his choice of fixing air flow was turning my air to 69° degree temperature. And at which time he had to install Freon which was a major red flag. I question way was Freon needed since the unit is so new. His reply was because sometimes the system possibly lost Freon; during the winter month; or possibly enough Freon wasn’t put in during the install.

One again trying not to be a difficult customer, I accepted the excuse Air Clinic tech provided the time of service; but less than two weeks later the air flow throughout my home was once again unpleasant. I called Air Clinic again at which time I request they send Don Ryan their master tech.

Mr. Ryan came a couple of days later and his solution was closing off the vents in my spare bedrooms and tilting the vent in my kitchen where the air would bounce off the walls and possibly circulate and return to the main unit. Once again, no real solution just another quick fix.

Sir or madam, I also wish to tell you being that I recently had a new roof and vents installed I found myself questioning my roofing contractor and myself if the roof are the vents had anything to do with the air flow throughout my home. But as of Monday, July 8, 2013 I founded out theirs a leak coming from the main unit.

This has caused me and overwhelming stress and time lost from work. I kindly asked that someone from your corporate office contact me immediately.

FYI –Tuesday, July 09, 2013 – I call Prentiss Newton, Project Specialist of Lowes and express my concerns. He in turn called James Trussell, Air Clinic. Mr. Trussell called me at 8:42 AM/CST and promise to call me back. It is now 3:10 PM/CST and I have yet to hear back from James Trussell.

I look forward for a favorable reply; and immediate action to be taken. You may contact me at (Personal Information Removed).

Sheer disappointment,



Shirley Robertson
C: Justin Baker, Interim Store Manager
Consumer Complaint Agency
File/