Charles Thaler sent a message to Robert Niblock that said:
Dear Mr. Ellison.
I have been a satisfied Lowes customer for over 10 years. I find that your stores are well laid out, prices are competitive and employees friendly. Recently, however, I have run into a issue with your EPP Claims Department in regard to a hot water heater.
On 11/19/2015 I purchased a GE water heater from your store in Vero Beach, Florida. I purchased the tank, installation labor and extended warranty (see attached receipt). On or about 9/18/2019 the water heater tank began to leak. I called your customer service and they advised they could not locate someone to repair the tank so they would simply refund my purchase price. This was satisfactory to me but they also told me the labor I originally paid ($369.) for tank installation was handled by a different department (EPPCLAIMS@LOWES.COM ). The EPP Department told me I needed to fill out their form and submit it with a copy of my original receipt which I did. Then they told me I needed to submit a paid receipt from a plumber attesting to installation of a new tank. Well that is a problem because I decided to reinstall the new tank myself.
I have received the refund check for the old tank itself but Lowes EPP department is withholding the labor refund. I believe I am entitled to the labor refund because it applies to my original purchase transaction and not the new one.
I would greatly appreciate your help in resolving this matter as soon as possible.
