Lowes Warranty Advantage

I have paid for this Lowe's Protection Plus plan for years. I called them for the first time and asked what coverage I have. They sent out a technician and he took the dryer wheel apart and cleaned it. He said I needed a part, and it would be $150.00! I thought he would replace the lint trap. No way! Never again will I give this company a single penny. How does this company get away with this? Beware of Lowe's!

I am looking for assistance from someone who can actually help and not pass me off to the next department or tell me this is how it works. I can't believe that a company like Lowes would think it is good business practice to sell a product that breaks down after less than two years and then, when using the service advantage package purchased through Lowes, not receiving service as stated in the agreement.

Our Frigidaire refrigerator we purchased in May of 2022 quit working on February 14, 2024. I called Lowes service advantage that night and started my claim. That night (14th) I was told that I would receive an email confirming my claim and I had an appointment on February 20th between 8 am-12 pm. I received the email (2/15 @ 10:30 am) and responded yes (2/15 @ 10:32 am) to confirm. No where on the email did it say that I could not respond to that email. I missed one phone call while I was at work. I returned that phone call within 30 minutes and was instantly put on hold where I sat for 15 minutes before I had to hang up and go back to work. I work as a principal at a middle school so I am not able to stay on the line waiting for very long. I had given all of my information to the first person completing my claim, including my address, phone number, purchase date, etc. So, I believed that responding to that email had confirmed my appointment.

On Friday (2/16) while I was at work I had a missed call from the same number. First thing Saturday morning I returned the call at 8:30 am but received a message saying the operating hours and that I could leave a message. I left a message again confirming my appointment.

Monday, February 19th I was off work so I was able to call and make sure they had received my message. I was told by the lady at ACS that my ticket had been cancelled because I did not confirm my appointment. I explained all of the steps I had taken but she rudely told me that didn't matter. I should have answered when they called. I asked her what to do and she told me I had to start the process over. So, I started again, called the number, started the claim, and gave all of my information again. As soon as I finished I called ACS back and this time they told me that my appointment would be March 5th. I asked why so long? My first claim gave me an appointment date of just 6 days out, now my appointment was 15 days out. She gave the reason that they had to order parts and they took 4-6 days and then to get someone out took a certain number of days, etc. I asked how they were ordering parts when no one had looked at it, she just kept repeating herself about ordering parts, nothing made sense, and she wasn't willing to explain. I had no choice, I purchased this $2,000 refrigerator and a $178.00 dollar warranty, so I have to use it, I can't afford to start over.

Four days later I received a phone call from ACS stating that my appointment is March 5th from 9 am-1pm.

In the meantime, when I had free time I tried to call my local Lowes, where I purchased the refrigerator, the first person in the customer service department transferred me to the appliance department after I asked questions about lowes service advantage. The phone rang there for several many minutes and then it seemed it transferred me back to the customer service desk where someone hung up on me. I called back and was able to talk to a very kind person named Tim. He was very nice to listen but in the end he said that I could come in and he could go through the process of the claim with me but likely that Assurant/ACS would do the same to me because they are the contractors.

I have spoken to at least 7 different people with the various companies, Lowes, Assurant, ACS, etc. None of which have actually helped. I have also tried using the online chat feature to try and talk to someone but each time it loops me back to a place I have already been and did not receive help.

I am beyond frustrated. I don't know if this is what happens when someone purchases Lowes Service Advantage. My husband and I have used Lowes for all but one of our new appliances, and had great experiences until now. This experience is completely ridiculous. I am hoping someone can give me some answers. If this is how it is handled now I know and won't make this mistake again. If my situation is not the norm, still doesn't help me, but what can be done. The contractors are a bad reflection on Lowes. They are rude and they know that we have to take whatever they offer because we have no choice on who we deal with.

My washer is under warranty and has been broken since the 1st part of January. I had to wait 2 weeks on an appointment. They have come to fix my washer 3 different times and it still has not been fixed. Each time they come, they need to order a different part. Why wasn't that part ordered the last time they came, I don't know. Now I have to wait 3 weeks on yet another part on to get my washer fixed. I have a 3 month old with very sensitive skin. I have been battling this washer issue since he was a month and a half. Exposing him to all types of germs taking him and his clothes to the laundry mat. This is ridiculous. Its obviously the washer can't be fixed, yet they are giving me the run around and rather expose my child to all kinds of germs so that they can possibly save money. Not excluding that I have a family of 6, so going to the laundry mat to wash all of their clothes has gotten quite expensive. They are costing me money, time I dont have, and Exposing my family, especially my new baby, to all kinds of germs because they don't want to stand behind their warranty. All I asked was replace the washer since It can't be fixed.

I had brand new just over 1 year old LG dryer have loud noise issue develop. Purchased the warranty. They sent an angry tech out who scratched the units top and left it worse than when they got there. I knew something was wrong when before they even got to my home, they had two parts sent to my house. Then replaced the parts. Then it sounded the same and they said they don't hear anything. Then he put down the brand. I called multiple times to escalate to get different vendor to come out. The supervisor never did anything. I said finally give me my full contract cost back even though they damaged the unit and I would be worse off than when I started, they said they can't give me the full amount of the contract back. Just kept repeating the same thing. DONT BUY THIS CONTRACT, after 20 plus years as a loyal LOWES customer I get treated this way. By the way I went into the store where I bought the appliance and they sent me straight back to the same 800 number. If Lowes cared they would end these programs. I can't even get my money back. That is theft, let it go, just tired of fighting with them.

Got a Frigidaire induction stove and loved it. Then is stopped working. Got a tech out and he put in 2 boards and did not fix. He said he didn't know what it was and Lowes protection will contact me. It's been almost 2 weeks. Someone emailed me and ask for additional info which I gave her. Still nothing. Can't speak to a real person I have called several times. We are selling out house and moving so I need a stove.

Purchased a MCP59 Window Evaporative unit from Lowes 669.00 and a 3 year protection plan for 129.97 (almost 20% of the value of the unit ) for a total of 868.
My unit started to turn on and off 3 months after I got it. I called the manufacturer and they sent me a new control box which I replaced myself.
That did not work, the unit still turned on and off by itself this time every 4 minutes but last also a long time before it starts again.
I called 888-775-6937 to get it serviced under my warranty I purchased, they indicated that there was no service company to help me and they will send a check for a in store replacement and they were going to elevate my claim and someone was going to get back to me in 2 business days. I thought my issue was resolved until it was 2 weeks and no call no email nothing!
The company that services the warranties is Assurant, every time I called they delay the call by saying hold down and keeping me on the phone like 20 minutes at the time
My claim was approved 8/2/23 and as of today 8/28 there was nothing done.
I called again and they started by asking me the same questions they asked on the first call and also the second call, the result today is that they will elevate and expedite my claim and they will get back to me in 2 business days.(just like the other times I called)
Whether they call or not, the way they work is horrible, I am not sure why a company with the good reputation as Lowes works with a bad company as Assurant which mission is not to process any claims and give bad service to customers, in the mid time today is 102 degrees and I am very upset.
I hope they call

I have purchased protection plans from Lowe’s previously and only once had to use it. No issues. This time my 1 year old Samsung microwave just suddenly stopped working. After doing all the manufactorer recommended fixes. Nothing worked. I called Lowes Protection Plus Plan. I got an appointment by a Third Party provider for the next day between 8-12p. The third party shows up and hour later than expected, no identification or anything making me aware of who they are, 5 minutes looking at the microwave and saying “not really sure how to fix it but we will order the part and it will be another week”, off the provider goes. No emails, no phone calls, waiting a week to hear from the provider. Finally the following Friday morning, the provider calls to say we will be there between 4p and 8p today. Um, no, I’m not available. After a very hard time by the provider they schedule for the following Friday. Now, scheduled time has come and gone, I call the provider again, to be told they will be there when they can. No, that’s not acceptable. Call Lowe’s Protection back and receive no help, told they will escalate to a. “Higher Department”. No name of the department. This is the worst experience between an incompetent Third Party and useless customer service, I’m looking to just purchase a new microwave. If you ever buy appliances from Lowe’s, don’t bother with the protection plan. It is not worth the stress or hassle.

I called the Lowe's protection plan the day my refrigerator stopped working and was scheduled for service with a third party two days later (soonest time they said they had). I was told someone would be there between 8am and 5pm that day, but no one ever showed up or even called. I called the Lowe's Protection plan again that evening and was told the next earliest appointment was 5 days later. The person on the phone said they would recommend that the matter be "expedited", and someone would call me regarding that status. I called the Lowe's again the next day when I hadn't heard anything was told that the matter had been expedited, but I would need to call the third party service provider to try to arrange a sooner time. Of course, when I called the service provider, they claimed they didn't have any sooner times. I'm stuck, because my refrigerator is less than 5 years old and still under this warranty, but at this point I wish I had not purchased the plan, so I could just call my own service provider and get it fixed! Would never purchase again and would not recommend.

Some of the worst customer service I have ever seen in my 60 years on this planet. Bought a top-of-the-line Samsung washer from Lowe's and purchased the Lowe's Protection Plus warranty, which I have been paying on for several years now. The washer stopped working over a month ago and I filed a claim the same day it quit working. The auto-reply said I would hear from someone in 1 - 2 business days. Took over a week. They scheduled a tech who came out a few days after that. She ordered a couple of parts (while admitting that she wasn't even sure if those parts would fix it) and while here scheduled an appointment for last Tuesday to install them. Parts came in the week before but come the day the tech was scheduled for, we waited all day. Not tech and no phone call. They use A& Factory Service as their service provider who has a 1-800 number where you can never speak with a live human being. The first few times I called Lowe's, they told me I had to call that number. I told them repeatedly that you can't reach a human at that number. The last several times I've called, they supposedly "escalated" it and said I would get a call back from A&E the same day. Never happened. I'm now in my 5th week without a washer (having to use my mother-in-law's washer) with no resolution in site. Will never buy another major appliance from Lowe's.

Still have a 5 year warranty on a GE washer that was bought almost 4 years ago . Called the warranty department, was supposed to have someone from JD’s appliance repair service it, but never showed up or called. This has now happened 4 different times. Now lowes is buying me out of my contract.

I’m going to seek the advice of legal counsel. If I’m able I am filing a lawsuit against Lowe’s and assuant. I will update soon.

It is a scheme. I bought a new GE refrigerator on 11/21/2022. The fridge stopped working exactly one year after purchase. Assurant, the extended warranty provider has sent a technician out twice. After one (1) month, the fridge is still broken. and hasn't been repaired or replaced. DO NOT buy Lowe's extended repair plan. IT IS A RIP-OFF

Do not waste your money on this "warranty"! The first service rep (Lectrolux) showed up and informed me that he doesn't work on Whirlpool appliances, then promptly left! I spent another two hours on the phone with Lowe's service rep with no luck. Finally went to the Lowe's where I purchased it. Their service manager spent an hour trying to get the problem resolved. Finally got another appointment which A&E Appliance Service which they cancelled on the day of scheduled service. They scheduled if for another two weeks out. The warranty underwriter is American Bankers Insurance Company of Florida, DBA as Assurant, Inc. Their ratings are low. Had I been informed of their worthless service ethic, I would not have wasted the money. Still waiting...

A little over a year ago, I bought a "dream" paired washer and dryer made by Midea. I bought the extended warranty, had them delivered and hired a contractor to build a custom enclosure with shelving for them in my master bath. A month or so ago, I found little chips of plastic in the wash tub and again a week later. I discovered they were breaking off the hinges of the glass top load lid. I called the appliance repair number, they took my info and a few days later received an email saying there was no one to service the washer and I would be receiving a digital E-Giftcard for $599 the next day good at Lowes instead of service. Its been another week and no digital E-Gift card. I called Lowes, they no longer sell the Midea brand! So even if I get the card, I can't replace the washer with a matching one to fit in the custom enclosure. I think they should replace both so I can shop for a pair that will fit the space...and NOT limit me to only shopping at Lowes. This is NOT my first poor experience in the past five years buying appliances at Lowes. Why do I continue to support a poor business model? Color me a dummy.

I made a claim with Lowe's Service Advantage around 8/17 expecting to have a technician come out in a few days to fix my broken dishwasher. In fact, Lowe's Service Advantage scheduled the appointment for 8/22 or 8/23. But then JDS Appliance Repair texted me at 4:50 on Friday 8/19 to say that they needed to reschedule the appointment because they needed to order a part. I'm not sure how they knew what part to order since they hadn't looked at the dishwasher yet. I tried repeatedly to get an appointment on the books so we could know what to expect and have a target but they said they could not book an appointment until the part came in. After repeatedly checking in on the status of the part, they told me it was estimated to arrive 8/31. Did I receive a call 8/31 to inform me of the status and schedule the appointment? No, I tried to contact JDS but to no avail. Side note: JDS does not answer their phone. Like ever. So you have to leave a message and generally it takes them 2-3 days to get back to you. 9/1 I reached back out to JDS via text and they said the part had arrived and they could do the service tomorrow, 9/2. The JDS technician came out 9/2 and attempted a repair. Apparently the pump was clogged so he attempted to unclog it and said we'd need a new pump if that doesn't work.

After trying a dishwashing run after he left, we discovered the dishwasher was still not working. I called and texted JDS and Lowe's Service Advantage the following day, 9/3 to inform them of this. Once again Lowe's Service Advantage scheduled an appointment for early the following week but JDS just contacted me again and told me they would need to reschedule the appointment because they had to order a part. I asked them what happened to the part they ordered the first time that caused me to wait so long initially. They said that they had ordered the motherboard but that ended up not being the problem. I pointed out to them that this wrong assumption cost me a couple of weeks.

Now, once again I'm waiting on another part to come in. Last I heard the part was due to arrive by 9/16. Did I receive a call or text to let me know the status on 9/16 and schedule the service appointment? No. Once again, I called JDS and Lowe's Service Advantage yesterday. As usual, JDS did not answer my call or return my voicemail or text. As discussed at the beginning, I got no help from Lowe's Service Advantage. So I'm sitting here a month after making my claim with a dishwasher that doesn't work.

Now JDS is telling me the part is on backorder and they have no idea when it might arrive. How did they have an estimated delivery of 9/16 if it was on backorder? Doesn't make sense; I think they are full of lies.

I have requested that Lowe's Service Advantage just issue me a payment for the dishwasher at this point as they have failed to repair the dishwasher in a timely manner. They told me per the terms and conditions, they will only issue a buy-out if they have made 3 unsuccessful service attempts or if the repair company tells them the appliance is unrepairable. I explained to them that while a timeline is not spelled out in the terms and conditions, there is an implied warranty that the appliance will be repaired in a timely manner and that I'd be happy to litigate this implied warranty in court.

Lowe's Service Advantage keeps telling me my claim has been escalated and I'll get a call from the escalation team within 48 hours. This never happens. Then when I call and tell them I want to speak to the escalation team, they say they can't transfer me and I'll get a call back within 48 hours. Insanity! From what I'm seeing on this site, it looks like it will only get worse. I'm going to do my best to make them pay for this. I'm going to PR against them and may well bring a lawsuit in small claims court.

Same issue others have. Extended warranty is a joke! I would not recommend any appliances from Lowe's due to their "extended protection plan". Have had whirlpool washing machine fixed twice in less than a year. Now have the same error code that it was fixed for previously. Can't get an appt scheduled for a timely repair.
Do yourself a favour and buy elsewhere. I have had great satisfaction with warranty/repair issues with Best Buy. Only wish I would've bought washing machine from them.

Lowes refuses to do anything about the POS LG refrigerator they sold me...tell me 1st 12 months its LG's problem...LG refuses to fix it...2 NO SHOW appts already and when they did show they failed to fix it...now I'm getting nothing but and run around and lips service from LG and Lowes...guess I know how Lowes got the nickname ...:LOWES BLOWS!

So after 4 years an LG refrigerator bought at Lowes failed. At first we were not sure we had the extended warranty so we stopped at a store and asked. They told us to go to the store we bought it in and they can give us the information. So we drive to that store and they have no clue on how to find it. We looked through our receipts and found it and we did have one. After many calls to the service dept a service guy finally showed after 3 days in a minivan and a sack of misc. tools. His 'service' was to touch the compressor and tell us it felt like it was running. His recommendation was to plug it in and if it did not get cold to call him in a couple of days so he can order parts. I have no faith this guy can fix the fridge. His company name was ALL CITY VIDEO SERVICE OF SI in the email which according to a good search does not even exist any longer.

How many people have to complain and tell you that the warranty company that you chose to sponsor is ripping people off? You are having people buy warranties through your company that are fraudulent. When I have contacted Lowe’s I am told their is nothing they can do and it is the responsibility of Assurant. I think we should all go after Lowe’s!

Lowe’s does not even deserve the one star I am forced to give them. Not not waste your money buying the extended warranty because it is a scam. My washing machine broke after a few months and Maytag would make my appointments but the technician would never show up. After a year of this Assurant Warranty took over. They sent out various technicians for the last four months and it’s still not fixed. I was promised I would be reimbursed and now when I call they hang up on me or tell me to call back. Lowe’s should not be allowed to sell people an extended warranty that scams people. Go look them up….they are doing it to everyone!