Lowe’s, Lowe’s Service Advantage, XPO Logistics, SiS VA in Kensington

Juan and Jaime we our delivery men from Lowes who delivered our freezer. They were courteous, professional, and considerate. We felt very comfortable having them in our home.

My wife and I purchased an electric LG Range from Lowe’s in Gaithersburg in February 2018. We also purchased the 5 year warranty at that time. Lowe’s contracted with XPO Logistics to do the install. XPO failed to properly install the range with the housing ring connected (that keeps wires from wearing against the sharp metal frame). Fast forward to about a month ago (now November 2019). Our oven twice on consecutive days tripped the breaker with a loud bang. The second time we also saw a fire ball flash up the back of the wall into our microwave. We left the oven off after that.
We had a certified electrician come in to assess what the problem was and he looked at the plug, wires and terminal block all of which had significant burn marks. He said we could’ve easily had an electrical fire. You would think Lowe’s would want to rectify this situation rather quickly, especially since we purchased the 5 Year warranty with our new range. BUT they passed the buck to their installers (XPO), in turn they tried to blame LG for faulty product, and all the time we were on the hook for contacting all parties. Oh! And lest I fail to mention that EVERY time we called (even the same companies) we had to start from scratch telling the stories and at times sending the pics that the electrician sent.
Eventually they gave us the name of the provider company SIS VA, Inc. Major Appliance Services, who sent out someone from the company who also did an assessment. He told me they would evaluate and let me know within 48 hours if they would repair or replace the unit. We heard nothing back. We called to find out what the verdict was and they said it the claim had been denied due to “physical damage”(?). Meanwhile we wanted a working stove/range again because Thanksgiving was upon us.
May I say with the exception of one or two customer service reps who were pleasant but did not move the needle one iota, the MAJORITY were not only rude but extremely so. This has been (& continues to be) a very trying situation with no resolution other for us to call in another electrician to fix the problem and come out of our own pocket once again!
So far we have eaten out on numerous occasions, purchased an electric skillet, we paid for an initial electrician assessment at $125, 2nd electrician has ball parked the parts and labor at $250, hours and hours on the phone with 4 different companies, and not having a working appliance on a major holiday.
Any Lawyers who think we have a case, please contact me at 301-537-8051.
Thank you!