Consumer complaint received 2021-07-27
Company: SYNCHRONY FINANCIAL
State: GA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
Mrs. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, GA XXXX XXXX XX/XX/XXXX Mr. XXXX XXXX XXXX President & Chief Executive Officer Lowes Home Improvement-Corporation XXXX XXXX XXXX. 
XXXX, NC XXXX SUBJECT : HARDWOOD FLOOR INSTALLATION INSTALLATION DATE : XX/XX/XXXX Dear Mr. XXXX XXXX XXXX : I am writing this complaint letter regarding the installation of my hardwood flooring that I purchased from Lowes Homes Improvement-Corporation at store # XXXX located at XXXX XXXX XXXX. in XXXX, Georgia XXXX, who contracted XXXX XXXX XXXX, who did the Measuring and XXXX XXXX who did the installation. 
On XX/XX/XXXX, I went into the Lowes Home Improvement-Corporation store # XXXX located at XXXX XXXX XXXX. in XXXX, Georgia XXXX, inquiring about a hardwood flooring installation. 
I previously had a measurement from a contracted measuring company that Lowes Homes Center LLC, used at that time I was charged {$35.00} fee for that company to come measures. 
Ms. XXXX XXXX a Lowes salesperson said that they were no longer using that measuring company who had previously measured the flooring documented on XX/XX/XXXX. 
The salesperson Ms. XXXX XXXX verified all of my personal information from the computer and said that we will receive a call from XXXX XXXX XXXX to setup a time to do the measuring. 
While looking at several samples, I received a XXXX sample chip item # XXXX ( product # XXXX ) in XXXX XXXX. The salesperson ; Ms. XXXX XXXX asked several questions about the project and what we currently had on the floor at that time. 
We explained that we had carpet and a XXXX tile border that separated the carpeted areas from the tile areas. 
We also discussed that we wanted to keep the Mosaic tile border design and install hardwood flooring to complement the mosaic tile design where the carpet was.

Ms. XXXX XXXX the salesperson for Lowe 's Home Improvement-Corporation, assured us that XXXX XXXX XXXX were well versed and experienced with measuring flooring. 
At that point, the salesperson Ms. XXXX XXXX said that an experience XXXX XXXX XXXX XXXX would contact us to schedule an in-home measurement and project assessment. 
As promised by the sales associate, a representative from XXXX XXXX XXXX contractor contacted us to schedule an appointment.

On the day of the appointment, the contractor arrived and took measurements and assessed the project. At that time, I asked several questions concerning the installation. 
We discussed the hardwood flooring sample we had chosen, and the representative insisted we return to the store to select a Floating Floor. I asked the installer why we could not use the chosen sample. He replied that it would require a plywood subfloor to be nailed or glued down, and it would be too costly and said that no contractor would do it. 
The XXXX XXXX XXXX XXXX explained that it would be a bit more expensive around the bottom of my staircase because of the stairs ' roundness. 
On XX/XX/XXXX, I returned to the Lowes Home Improvement-Corporation store # XXXX. I spoke with XXXX XXXX, who I believe was an experienced Lowe 's flooring salesperson, and explained what the XXXX representative said would be our next steps to complete my in-home hardwood flooring project. 
The salesperson ( XXXX XXXX employee # XXXX ) immediately went to the computer and printed out a Project Estimate and handed to me. At that point Mr. XXXX XXXX gave me another hardwood Floating Flooring sample and said, this is what the XXXX representative said you needed. 
I browse over the estimate and found some discrepancies regarding charges for carpet removal, carpet haul away and for furniture moving. Mr. XXXX XXXX called over the department manager to make adjustments on the bill.

The department manager then printed out the Installations Services Customer Contract, and we On XX/XX/XXXX, The XXXX XXXX installers came out to install our hardwood flooring project. They assessed the flooring and the items ordered for the project. 
The installer discovered that the Lowes Home Improvement-Corporation had not ordered all of the necessary flooring items. In addition, to that they had order too much of something that we did not need for this hardwood flooring project. 
The XXXX XXXX installer then placed a call to his office and priced the additional work and products needed. 
Finally, the installers begin working, and at that point, things seem to be going well. I watched as the installers flushed the planks up against the wall ; at that point, it appeared to be going well. I decided at that point to go outside and do some yard work. 
When I returned, I was horrified to find what they described as a T-molding transition protruding on the tile, hardwood flooring, and encased around the tile in the foyer, the kitchen area, the fireplace, and the breakfast nook area. 
The T-molding transition is a massive piece of unflushed wood that is a walking hazard, that I could fall and slip on while walking through my home, and it is not aesthetically pleasing to the eye. When I try to maintain the floor by dust mopping or sweeping, all the dust and trash goes under the T-molding transitions. 
Although an XXXX XXXX XXXX XXXX who is supposed to be and expert and professional at taking measurements accurately, I have numerous of unused hardwood flooring tiles in boxes and flooring accessories leftover in my home untouched and unused. 
I contacted Lowes Home Improvement-Corporation, and XXXX XXXX to request a manager from both companies to come out and assess the flooring installation and this product. 
After several requests, Mr. XXXX XXXX of XXXX XXXX and the installers from XXXX XXXX came to evaluate the installation issues. 
They requested to fix several installation issues during their visit, but I could not accommodate them due to time constraints. 
I asked if they would want this floating hardwood flooring installed like this in their homes, they could not answer the question, because no one would. 
I have spoken with several people at Lowes Home Improvement-Corporation store # XXXX located at XXXX XXXX XXXX. in XXXX, Georgia XXXX and several XXXX XXXX representatives and asked for someone to come out and replace these T-molding transitions and repair the other installation issues. They continuously state that these are the transitions that the manufacture says goes with XXXX XXXX Floating floors. Both Lowes Home Center, LLC and XXXX XXXX have refused to fix or replace the T-molding transitions. 
I have asked both companies to come and take up the flooring and refund my money to resolve this issue, but instead, a gentleman from Lowes Home Improvement-Corporation store # XXXX name XXXX called and said that they would fix the other issues that the installers made but would not take up the flooring or return my funds. However, XXXX offered to give me back {$600.00}. XXXX continued to say that I would have to pay for another flooring if I wanted to have another floor installed. At no point did I request to have another flooring installed ; I asked for the companies to fix the transitions and other installation issues that XXXX XXXX installed and they have refused to do what is require to resolve this matter. 
During this project, neither Lowes Home Improvement-Corporation, XXXX Measuring Service, or XXXX XXXX XXXX to me that this is how the project would look. 
The service that I have received from Lowes Home Improvement-Corporation store # XXXX, XXXX XXXX XXXX, and XXXX XXXX is deplorable, lamentable, and wretched. 
I went to Lowes Home Improvement-Corporation store # XXXX, located at XXXX XXXX XXXX. in XXXX, Georgia XXXX. Because, I believed Lowes Home Improvement-Corporation hired professional experience salespersons, experience sub-contractors, experienced installers, with the expertise and knowledge of their craft. 
I also believed Lowes Home Improvement-Corporation would guarantee that the hardwood flooring would be a professional installation and the flooring would be safe and installed to our satisfaction. However, this has not been the case.

Unfortunately, the problem remains unresolved, and I have a flooring that is a hazard, hideous to look at, and also depreciates my home 's value. This is not what Lowes Home Improvement-Corporation advertises as the slogan in the stores and/or online. 
Please contact me at the above address or by phone at XXXX. 


Sincerely, XXXX XXXX XXXX XXXX Enclosure ( s )

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation