Problem Solver: Lowe's Replaces Flooring

It's the time of year when relatives come in town and you want your home to look it's best. Maybe you've thought of doing a little home improvement. One Upstate family decided they wanted hardwood floors in time for the holidays but instead they got a big mess. Dianne Derby comes to the rescue in this 7 On Your Side Problem Solver.

Kim Brewton shakes her head as she stares at what's left of the floor in her Spartanburg home. She says Lowe's was supposed to install hardwood floors in time for Thanksgiving. She says the day the installers came to put in the hardwood floors they ripped up her carpet but decided the floor wasn't level and the job couldn't be done.

"I don't know anything about flooring or carpets," said Brewton. "I said that we have a concrete slab and that's that. They sold it to me and I just assumed it could be done since that's what they told me."

She says the installer walked out on the job.

"He said 'I'm sorry I've contacted Lowe's they are going to be calling you'," said Brewton. "So I called them and I asked them what were they going to do?"

She says she got the run-around from managers on the phone and in person at the Lowe's store where she made the purchase.

"I said you're going to have to replace my flooring because we wouldn't have ever purchased that because our floor was fine," said Brewton."(The manager) said 'You know well there's nothing I can do'."

Not good enough for her...but just the kind of problem she felt 7 On Your Side could solve.

"I didn't want it to get to this point but I felt like this is an injustice to us," said Brewton. "We can't afford to get new carpet."

When we contacted Lowe's Brewton said a manager and two other employees showed up at her house.

"They kept asking me questions," said Brewton. "I'm not a flooring person .(They said) 'Why did he cut the carpet this way?' How do I know? I don't know anything about that."

So we contacted Lowe's again via e-mail. Lowe's responded with a promise us her carpet would be replaced...and it was just in time for the holidays.

So what do you do if a contractor doesn't complete or does a poor job on a construction project? The Upstate Better Business Bureau's Kathy Barrett suggests you send the contractor what's called a "Notice to Cure Residential Construction Defects". It's a letter you write detailing what the defect is and how many days the contractor has to correct it. Barrett says it's always good to send it certified mail.

If that doesn't resolve your problem send copies of your correspondence to your state licensing board. Click here for a link to the South Carolina Department of Labor Licensing and Regulation complaint form.

The BBB says it's always a good idea to check out if a contractor has a license before you choose to do business with him or her. To check on licensing in South Carolina click here.