Service Pros Installation Group
Reviews and Complaints

Backsplash tile installer did the best he could for someone demonstrating an inability to pay close attention to detail for finishing tile installation work. The overall kitchen backsplash looks very good from afar because the installer did an excellent job of laying out and installing the tile. But upon closer inspection, the caulking in most corners, along the counter-tops & around the trim appears messy & unprofessional in too many places. He was careless about clean-*** in our home & on our hardwood floors during & after the job.Installer damaged a centrally visible piece of trim under the window sill and above the sink. His repair work was shoddy & unacceptable. We will have to purchase, paint and install the damaged trim. He informed us that we needed to purchase *** tile edging sold only at *** so we went to *** twice trying to buy the right version and color. He also informed us we would need to purchase and install a centrally located piece of tile edging critically important to our entire backsplash project. We insisted that he install this tile edging which was directly related to this backsplash installation project, and so he agreed to do it. We then rushed to *** to get it for him.During a final walk-thru where he solicited our feedback and asked us to favorably complete a satisfaction survey, we pointed out 6 or 7 places where excessive caulk was bleeding over to surfaces adjacent to the tile, or grout unnecessarily smeared onto the tile, trim or the wall. He cleared up a few, but the rest remained sloppy and unprofessional. Based upon his noisy, grandiose, opinionated & outspoken *** defensiveness in responding to each area we pointed out, we became uncomfortable continuing to point out his sloppy finishing work even though we were still unsatisfied (as per numerous photos). My feedback is also influenced by *** policy requiring 100% payment weeks in advance of tile installation.

To whom it may concern:On 6/24/22 my sisters and I were supposed to have our carpet installed that morning. However, that was not the case. Upon arrival, the workers gave push back with the disassembling of the beds, though this was included in our contract and a previously paid for service. My sister had to call the manager, ***, to have this corrected.They workers were reluctant to do so. The next issue was the unloading of the carpet. The installers stated the driveway was not wide enough to cut the carpet. The carport did not change sizes between the time measurements were taken for the estimate of the house, which was earlier this month, and the time the workers arrived. A few questions for you: Why arrive in a truck that would not fit under the carport? Why not have the carpet cut already before arriving to our home? These excuses were stated as if we were inconveniencing them. The installers left, also saying the carpet was too heavy to carry to the backyard to cut. My sister continued to notify management throughout the day and was informed another crew could not be found, though we originally had a crew. She with the assistance of another relative were able to get in touch with the regional manager, ***, who stated he assist in rectifying the situation. Ultimately, they were not able to install the carpet that day and suggested an available slot next week. Mind you my sisters had taken off work for this install, I had taken off to earlier in the week to pack up the house. This was beyond an inconvenience and completely unacceptable!Eventually *** informed my sister a crew was located to come out tomorrow morning. Even after she called *** in the morning to confirm the crew was still coming, the crew never showed. After back and forth calling, it was later confirmed that the crew had dismantled.After much frustration, exhaustion, and effort on our part to coordinate services, it was clear we needed have our $11k investment refunded due to lack

Purchased tile install on April 29th, 2022. Was told *** would reach out about the install. After 2 weeks goes by without any contact from Lowes, I indicate as much in a Lowes survey response. The response prompted a call from Lowes on May 16, 2:26:33 PM. The rep said someone would be calling me about the install within 2 days. After another 2 weeks of waiting, (On May 31, 10:48:50 AM) I call Lowes to check on install status. *** AGAIN assures me that they would make a follow-up call 2 days later & that the install would be scheduled within a week. Instead of a week, Service Pros called one month later on July 6, 2:20:18 PM to say that they would be coming out in 3 more weeks on July 26th. On July 22, @ 3:35:21 PM (3 days before the install) ServicePros calls to reschedule. 1.5 months later (on Sep 6, 9:06:36 AM), I get a call from a ServicePros rep. *** claimed that she was unaware that we had been waiting since May or rescheduled. *** said that the earliest date she had now was Nov 1st (2 months later). Next, I get an email on Sept 13th @ 8:08 stating that my appointment was actually on Sept 13th (the same day as the email). It's not what you think. They weren't moving up my appointment. Instead, they were trying to pretend it had already occurred. Accordingly, the very next day (on Sept 14th) I get an email stating that the install was complete. So @ 11:18:36 AM, I call Lowes, asking why. "We'll research what happened" & more promises but naturally, no one ever got back with me. So now all I can do is wait until Nov 1st. But if you have been paying attention, then you already know what's going to happen on Nov 1st. This time, no call warning they wouldn't show. They simply blew us off (3rd time now). So to recap, over 7 MONTHS & counting since purchasing install. 5 false promises, 2 no shows, a falsified installation & rank unprofessionalism. They have my $ and simply don't care. Inconsiderate, disrespectful & fraudulent. Take heed & avoid both companies!

Work done today was fantastic. However, project was scheduled a month ago. Got a call the night before install from sub asking if floor was level. Reason being, they were instructed to have 14 bags of leveler, which was going to need dams put in to keep leveler off carpet and flooring in adjacent rooms. (Floor is basically level with a small dip, which was off 1/8".) Sub was thrown off as the room us very small and they were wondering how horribally slanted my room must be. Instead of install, they came to verify room. Looked it over, said they would likely just cover it, but SP was insisting floor needed to be leveled and they had to follow GC. I inquired on their opinion on the leveler and they said I certainly didn't need 14 bags. Very few would be needed if at all. Left at that. SP bows out of job, stating I was supposed to remove previous floor (which was never discussed) and it might have Asbestos. I paid for an asbestos test and found it to be negative. So... reset schedule. 2 weeks out after a week of messing around with asbestos test. New subs show up and ask where the leveler was. None was ever sent. So they rip out floor, and inspector comes. Checks floor... no leveler needed! They installed floor finally today on a level floor that they could have just covered a month ago. I have had no kitchen for a month. No gas stove for a month. Paid for unnecessary asbestos testing. Been eating in restaurants for the better part of the month, with some microwave meals sprinkled in. In calling SP customer *** today to inquire once again about the mystery leveler that keeps coming up, it was found that they had the wrong customer file! A very week apology was tossed out there, with no follow up call.. Unbelievable and unacceptable for you Lowes. We basically got jerked around for a month for no apparent reason. I get mistakes are made, but they should get looked on the first customer *** call. Poorly done. I'm done Lowes. Get a new GC.

I got a text to call and schedule installation. I called and they said one of my carpets was not in. I finally got a call a couple of weeks later to set up installation. We set it up for the 13th. Got a call (a message)saying they couldn't do it on the 13th, it would be the 11th. Then I got a text saying it would be the 10th. I called and they said it was the 10th. We waited all day on the 10th, no one showed up. I called the manager, ***, and he said the crew told him they were there and noone was home. We were. I told him there was no way they knocked on the door. My dogs would have barked. He said they said they knocked. No, didn't happen. Then he tried to get hold of the crew for the next couple of hours, but couldn't. He finally got hold of them and called me to tell me they were on another job and they would call us when they are done and come do our job. They never called us. We called *** again and he said he doesn't know why they didn't call. Said they'll come tomorrow. Next day. I get a call from the installer saying they can't find our house and they're near a bridge. There is no bridge by our house. They asked me to text them our address?what? I called *** and asked him if this was the same crew he sent the day before. He said yes. I said, thats odd, I thought they knocked on our door yesterday and today they don't even know where we live. Sooo, they finally get here. They were nice. Butttt, they didn't have or know anything about our second carpet. They did a good job with the one room they did, but we paid for the best carpet pad and it almost feels like there is no pad at all. So now. *** says the other carpet was at lowes. We had to wait a week to have them come install it in hall and on steps. Again pad is terrible and there are nails sticking out of the carpet on the steps. My husband said they used the strips that were there. They never put the finishing piece on the bottom of the steps either. This has been one freaking horrible experience.

Absolutely everything you read about this place is true. They're terrible. Awful customer service, shoddy work, and they rarely, if ever, show up when they say they will or do what they promise. We had flooring installed a few weeks ago, but they didn't finish the job. First, they scheduled the work for 4:00PM on a Friday, but of course didn't show up until almost 5:00PM. They rushed through everything, ran out of time, didn't have baseboard to replace what they removed, and told me they would come back "first thing Monday morning." Of course, they didn't show up, didn't call, and when I reached back out, it took me an hour on hold to get a person. That person said they would have "Derrick" their service manager call me back. Of course, that didn't happen either. A week later I called back, again sat on hold for a ridiculous amount of time, and finally got a person. They went to get "Derrick" again, who said he'd never heard of our service request before. I asked for a time for them to come finish and he gave me a date way out in the future. I asked for something sooner, given I've already paid in full weeks ago, and he said he'd call me back. I got the callback for once, but this time he decided to argue that we didn't pay to have baseboards replaced. Ignoring the fact that his team tore them out, and that his team told me they would come back, and that his team told me what to go buy from Lowe's, his response was that I didn't pay for baseboard installation. They also didn't install the transitions, but he's ignoring that part of the work that I DID pay for. At this point, I'm going to just go back to Lowe's and get them to resolve the issue. I paid for a service I didn't get, they're arguing with me about whether or not they should even do the work, but I've already paid in full, so I have no recourse. Don't hire Service Pros, and by extension, use Lowe's for your flooring install. I'm not sure whether "Service" or "Pros" is the more misleading part of their name, but they provide neither.

Terrible service...and shame on Lowe's for using them as a installation contractor. We purchased 4 rooms of carpeting and it included installation and moving the furniture to complete it. The first day they sent one person and my husband had to help move the furniture. Not happy with that since we are both 74 years old and I am disable. He did not want to wear a mask claiming trouble breathing and he did not wear gloves either. He wanted to know if he could wear his boots with out booties and after the new carpet was in for one room, he walked all over it with his boots on. He then proceeded to drag my sofa by one end (it's a 3 piece sofa with a frame for reclining seats) across the living room and dropped the end of it and then did the same with the loveseat. The appointment for the next day to do two more rooms was guaranteed by the companies involved knowing that we would need help to remove the bed. Then they called this morning and said the installer would not be showing up. I explained we had an appt and it was scheduled so there was not reason for him not to be here and Joe at Service Pro (calling from Preferred Floor) said he could not get ahold of him and there was no one else available. I explained we have no where to sleep, can't get into the bathroom for a shower and can't get into the kitchen to even make food to eat (our home is very small and all the empty space is now full with what we had to move out of the rooms. After several calls to Service Pro, Lowe's store and corporate offices explaining the situation and being told to expect call backs, I got none from the corporate offices, one from Joe and one from the manager at Lowe's telling me they cannot finish my installation today. That is a huge problem because again the entire house if pulled apart and with a sofa bed being delivered tomorrow, I have no where to put it till the carpet is installed in that room With all that being said, this has been one continuous nightmare and a breach of contract and a lack of integrity on the part of all companies involved. I would seriously advise anyone who might ask me to not depend on these companies to fulfill their word on what they will tell customers to expect - it's primarily lip service and a big disappointment.

I want to start off by saying that the two men who actually came to install the carpet were fantastic! The process, however, was a nightmare. The day that someone was supposed to come measure for carpet, no one came. No call, no show. I had to call Lowe's, then the installer, then the subcontractor to find out that apparently the person who was supposed to come measure was sick, but hadn't called in. I missed a day of work for nothing. Then the measurements were wrong. The man who measured estimated I needed over 100 extra square feet of carpet. So then my house was remeasured. They were going to put 5 seams in 2 rooms, when all they needed to do was rotate the carpet 90 degrees and there would only need to be 2 seams and far less waste (and expense to me, I might add). All of this took over 6 weeks. I was finally able to schedule the install, but I had missed the window to be able to use a coupon that I was counting on and had to have a bit of a fit in order to get the promotion, since I had started the process 6 weeks before the coupon expired. I took the day off of work again for the installation. 2.5 hours after the installer was supposed to be there, I got a call that he had failed his temperature check and been sent home. I appreciate the regard for my safety, but the way that rescheduling was handled wasn't great. No one else was able to come to install the carpet. That's now 2 days off of work that I can't get back. I'm a teacher and being out of work during a pandemic is a nightmare. Finding someone to cover right now isn't exactly easy, not to mention that I'm now out of personal days and have nothing to show for it. The installation scheduler said she would call me back with a time later that day. She never called. I had to call Lowe's, the corporate office for the installation, and a local installer's number the next day in order to get in touch with her again because even though she gave me her direct number, she was ignoring my calls. She was able to schedule my install for a Saturday. Like I said at the start, the 2 men who did the installation were amazing. They were quick, efficient, and did a great job. The whole process, however, left a lot to be desired. I started the process mid-February and my carpet was finally installed on May 1. I can't say that I would recommend Lowe's Installation to anyone else.

This company is not very reliable from my experience. I ordered $3,210 worth the padding and carpet from Lowes to receive free installation and they use this company for the installs. My first install date was rescheduled about two weeks ago, but Service Professionals Installation group gave me adequate notice to prepare for the reschedule, but today I was called around five hours prior to my install time stating they had to reschedule again. They relayed to me an installer had a death in the family. While, I do feel remorseful for the installer and his family I feel this company should have a better backup plan than to call and reschedule installs five hours before the install start time. The company required me to move the clothing out of five closets, disassemble a crib my baby sleeps in, remove the drawers out of everything in three rooms, along with all the small nick-nacks in the three rooms. I also removed three-bedroom doors, so carpet could be installed under the door thresh holds, while this wasn't required by the company, them not showing up to install on the promised date will inconvenience me on installing new doors in the rooms. I took off from work the day before to make sure all requirements on my side were meet to ensure a smooth installation, and took off today to be home while the installers were at my home working. I called Service Professionals Installation Group to speak with a manger name Tosha after receiving news that the install would not be completed today. She stated that the crew coming to my home consisted of a lead installer and two helpers, and the install could not be done without a lead installer. She did tell me they may be able to offer compensation on the install fee. I've contacted Lowes and confirmed there will be no install fee to waive. I conveyed to Tosha that they should reschedule someone that was scheduled in the next few days and give me their install time. Another customer will have adequate notice to not have all their belongings moved into their living space, and shouldn't be as impactful for another customer that hasn't moved everything out of the bedrooms. Tosha did tell me she would contact me before the day is over to let me know what they can do, but I can ensure you the install will not be completed today, and all the belongings in my living room will have to be moved back to the bed rooms. After the new install day, I will have to re-move everything again and lose more vacation time with my employer due to this company not being able to install the carpet on the install date.

Had carpet scheduled to be installed today. 4 Bedrooms, hallway, stairs walk-in closet and 5 other closets. Nobody showed, Nobody called. We spent several days moving furniture out of the rooms downstairs and piling it on our living rooms for this install plus I took the day off work (I'm IT with Erlanger Health @ 25/hour x 8 hours so thats a 200.00 cost to me. I called Lowes at 1130am to see what was going on, it was confirmed that I was still scheduled for install, Lowes called back at 115 still no installers. They said they would contact installers and get back to me. Finally at 3pm I called back and then they tried to get the installer on the line with us. after sitting on hold for almost 15 minutes this installer (Renee) got on the phone. She first tied to tell me that the installer was sick. I ask if a there was only the single team and why it would be completely down because of one guy. She told me they have multiple teams then went on to tell me that they only had 1 guy that can do patterned carpet. I said, so he is sick? She said no, he is on a different job! I say how can he be on a different job when he was scheduled to be installing my carpet. She claimed she called and left a message yesterday that they couldn't come... I have no record of any calls from them...ever. This went round and round with her lying to my face and making up excuses. Then she says that she can get over on Sunday to do half the install and then next Thursday to finish out the pattern carpet! I said my entire house it torn apart for carpet that was suppose to be her now. I went to Denise P Store 0425 and she tied to find out what was going on. She was basically emailed the same excuses and lies. I showed her my call logs that I had not received any calls from the installer yesterday, or any day for that matter. I ask Denise if the store had another installer they worked with because I did not want to work with someone would would lie to my face. Unfortunately you have no other installers so I asked for complete refund of the entire project. The carpet today was only a small part, we also were doing full hard wood downstairs and a complete fence around our back yard. While there, a second customer came up with the exact same issue! they told him the same dates as me, Sunday/Wednesday (I guess he needed 2 separate days as well? Unbelievable. This whole thing had now cost me months of planning, a dozen trip to Lowes to plan and pick carpet, 2 days wasted turning my house upside down to prepare which we not have to put back until we can find a new company to work with a lost days wages.

Do not use Lowe's Installation Service! They apparently only contract through this company. The amount of time it has taken to get them to try to get them to do the job they were contracted for, by Lowe's I could have installed the LPV flooring in the home myself. We are renovating a home for a dear friend to move into. We don't live in the home. It was requested that they give us 30 minutes of notice prior to showing up. They failed to show on date scheduled, but at least they called with an excuse. When they rescheduled for the day they were told to give us 30 minutes of warning, we live 30 minutes away. The next day they showed 5 hours early, without the promised 30 min call. We were not present. They simply walked into the house, without anyone authorizing it, realized that they needed to remove old carpet, said the floor was not level, and promptly left. It after the installers left that we got a call from an "installation supervisor" that he would stop by to confirm what the installers told him and he would call back with an explanation and pictures promptly. This was at around 9:30 AM. We finally got ahold of the "installation supervisor" at 8:30PM. He sent pictures that he said proved that the floor was not level and that we needed to fix the subfloor before they would return to install. I have installed LPV and tile floor myself. I rechecked the areas he said were out of limits. THEY ARE NOT! Lowe's only covers up to 1/4" out of level, all the areas are within this tolerance. The best part was half of the areas he said were out of tolerance and needed leveling were in rooms that the LPV were not slated to be installed into. HE WAS IN THE WRONG ROOMS! So far Service Pros has been ducking our calls. It is impossible to get ahold of their Operations Manager, I guess there is only one, and she is SO busy! She can't find the time to return a call. Lowe's representatives you can get ahold of, however they direct you right back to the Service Pros Operations Manager that you can't get on the phone. This company is completely unprofessional, utilization of phone technology is beyond them. Walking out of a job without notifying the customer is simply inexcusable. If they would have simply called when requested, we could have met them at the home and explained to them they were in the wrong rooms. We are thankful they didn't install the LPV in the areas carpet is supposed to go, that would have compounded this train wreck. Buy your flooring from someone else, or at a minimum don't use Lowe's installation service which is Service Pros Installation Group! I will update when and if this ever gets resolved. With the amount of time, we have spent on the phone trying to figure out what is going on, and how to get the flooring installed, we could have had it installed ourselves twice over.

These are phony 5-star reviews, intended to bury all the 1-star reviews. Purchased carpet from Lowe's. Service Pros installed. Workers refused to wear masks. In a call I recorded with "Rhianna," the manager, she argued that the workers were wearing masks because they said so. Workers dirtied the new carpet by wearing filthy street sneakers in and out of my garage and driveway, and all over the new carpet. Rhianna said her workers do NOT wear any booties or protective shoe coverings, and to do so was a "special request." She said she was unaware I had any request that workers take measures to protect the new carpet from their dirty sneakers. AFTER installing the new carpet, workers brought out Santa-sized sacks of dirt from the 20yr old carpet, that had sifted down past the padding. Their bags had holes and as they walked, they dropped piles of dirt into the new carpet, out the garage and down the driveway. They asked to borrow my Dyson vacuum to vacuum the dirt form the carpet, and broke my vacuum. They also spilled the dirt all over furniture and personal items, then moved the furniture onto the carpet, and the dirt spilled from the furniture into the carpet again. There is no vacuum that can pick up all that dirt. If that were the case, it wouldn't have been there from my previous carpet. I'm left with a carpet filled with dirt. The workers were paid to haul away old material, but left a large metal strip. They also did not leave me the new metal transition strip that I had paid for, and I had to run out and purchase one for $30. The workers rushed out of my house like their pants were on fire, and after they left, I discovered the reason. They had broken several household items. Some they left on counters; one they hid behind my couch. I attempted to resolve this through repeated calls and emails, but in a call I recorded with Service Pros District Manager Joel H, he hung up on me. After listening to my laundry list of complaints, H stated his workers had taken photos inside my private residence (without my knowledge or permission) and sent them to him to show I'd paid for several rooms to carpet, but that Lowe's indicated it was only to be one room. I told him that was not my problem, and that he needed to address that with Lowe's. He refused to move beyond his vent about Lowe's botched order form, and when I kept trying to push him beyond that topic, to address issues pertaining to my installation, he got angry and hung up. I sent numerous photos of the broken items and dirt piles to Lowe's, and they said Service Pros would contact me to discuss compensation. It's nearly FOUR MONTHS, and Service Pros NEVER contacted me. They ignored my 30-day demand letter prior to lawsuit, and now we have a court date for May 24. I am told I can file criminal charges against the workers for breaking my property, but I have been unable to learn their names. The news media has expressed interest in covering this story.

My experience with this company has been an absolute nightmare and possibly the biggest waste of time I have endured. On July 4th I signed for and paid for three rooms of carpet with ***. I was told that because my carpet was in stock that it would be a week or two most likely for installation. I was then contacted on July 7th by someone from this company saying that they had a cancellation for the next day and since my carpet was already in the store to be picked up that they would like it if I could have them install the next day. So in the spirit of getting my project done I cancelled everything I had going on that evening and enlisted the help of my son to move the furniture for them to install. I then moved my work responsibilities around for the next day so that I could be home for the install. Unfortunately the install would never happen, and I received a call from Joe from ServicePros saying that the guy that was supposed to do the install called in and he had no other available installers. I asked when he could get my rescheduled for as I have all of my furniture piled into one room already. He said he couldn't get me scheduled again until August 4th. That was almost a full month out, and I explained to Joe that I think it would only be fair considering the situation if I could put my furniture back and that they would move it free of charge on August 4th. He agreed. Here we are on August 4th, the installers arrived during the 8am-10am window that was promised. Their immediate reaction upon entering the home was that it wasn't ready because the furniture wasn't moved. The explained that it wasn't noted on the paperwork and that they don't do jobs where furniture has to be moved. They went on to say that even if they did, they wouldn't move the knick knacks on the tables. I explained that was the first I was hearing of that, but not to worry because I didn't have that many and they would be moved before they even got all of their stuff inside. I asked for the number to ServicePros which was given to me. The installers then said they were going to go out to their truck while I worked it out. I spoke with Joe again, who did say that I would have to move the knick knacks, but that he remembered agreeing to move the furniture and would speak with the installers and work it out. So I went ahead and moved all of my knick knacks any anything that couldn't be 1000% classified as furniture to my kitchen, just to avoid any possible further issues. This took less than ten minutes. I went to the front of my house to see what was taking so long, and the installers had already left. Not a word was said to me about them leaving or I wouldn't have bothered moving all of the knick knacks. I called Joe and ServicePros again, I was sent to voice mail. After another 30mins or so Joe called me back and explained that the installers said I was "rude to them and they walked into a mess that wasn't ready to be installed". After hearing how the installers categorized our interaction (in which I was incredibly polite considering the previous interactions I had with ServicePros) I had several choice descriptors for them as people which caused Joe to say he had to end the phone call. I ended up having to get a refund from *** (still waiting on that). Bottom line, DO NOT do business with *** for flooring installations, as they use this company for all installs and they are the worst of the worst. They are literally just a middle man, so there is no accountability which is what you would think you are getting working with ***. Video of Installers: *** Video of Area After Knick Knacks moved:

I'll do this in bullet form. Ordered flowers from Lowe's. This company is who they have installed our carpets and flooring. First appointment they didn't call until after they were supposed to be here to let us know that one of the crew had a fever and they wouldn't be coming next appointment was set up for Thursday and Friday. The crew called to see if they could come Wednesday evening to prepare. When they arrived they begin laying the floor immediately in the family room. As they left they said they will be back the next morning at 8 AM. They arrived around 11 AM with no phone call whatsoever to let us know what was going on. how do issues with who is going to lay the corner round when the invoice stated all items purchased are to be installed. Wasted our time and yanked our chain for no reason at all. They laid the corner round. next day when you walked on all of the floors all they did was snap crackle and pop literally. Contacted the company and they sent out a gentleman to investigate. The gentleman took pictures and explained my husband that the floor needed to be three eights of an inch away from the wall and there were many areas that were up against the wall. They would be sending a crew to fix it. *Next crew arrives, has the look on their face of a deer in headlights and asked me if I had to rip up all the floors. I called Miss Kayla h*** and informed her of the people here have no idea what they were supposed to be doing even though they had sent out a gentleman who had taken pictures and stated what they need to be doing to us. *My husband arrives explain to them what their company said they needed to do and they proceeded. Then some man in a red pick up truck walked into my home while everyone was upstairs and told the crew they didn't need to do what they were doing that it was fine. Work ethics went downhill right then and there. I was not aware of what was going on outside the office that I was working in but if I had the man in the red truck would've been out of my house and I would've been on the phone again with Miss H. At the end of the day one of them was walking around the floor stating isn't it much better as the floor snap crackle and pop. My husband arrives explain to them what their company said they needed to do and they proceeded. Then some man in a red pick up truck walked into my home while everyone was upstairs and told the crew they didn't need to do what they were doing that it was fine. Work ethics went downhill right then and there. I was not aware of what was going on outside the office that I was working in but if I had the man in the red truck would've been out of my house and I would've been on the phone again with Miss H. At the end of the day one of them was walking around the floor stating "isn't it much better as the floor snap crackle and pop". How in the world are you respond to someone who has such a stupid question. Later that evening Miss H called to check on my husband and how he was in regards to the job and my husband was so exasperated that he just simply told her I'm 80% satisfied I'll let you know more later. I have reached out to Miss H twice with absolutely no response whatsoever. I called the company line and they got a message to her and she didn't respond the third time. Yesterday I called and asked to speak to someone above Miss H and was told that a gentleman by the name of Jamie would contact me. That still hasn't occurred. I have a 20 year warranty on this floor if it is laid correctly. I have a one-year warranty on craftsmanship of this company. This company has been notified several times that we are not satisfied customers and we do not appreciate walking around the upstairs and the downstairs with nothing but snap crackle and pop and when we step down in different areas we feel our feet pushing the floor back down. This is shoddy craftsmanship.

Let me start by saying that I like Lowe's Home Improvement Stores and over the years, I have purchased a significant amount of product from the company. I intend to continue to my relationship with Lowe's except when Service Pros Installation Group is involved. My wife and I purchased carpet from Lowe's in 2017 and contracted with them to install the carpet in our master bedroom. I was extremely pleased with the purchase and installation. As a result, when we decided in November this year to re-carpet our guest rooms, without hesitation went back to Lowe's. The sales associate at Lowe's was professional and knowledgeable. Service Pros came to our home for measurements. I was impressed with their use of technology in mapping and measuring the rooms. We subsequently received a quote from Lowe's and contracted with Lowe's to purchase and have the carpet installed. The carpet we selected had to be ordered from the factory. We were informed that because of Covid, the delivery date of the carpet may take as long as four weeks. We understood and accepted the delay. Approximately four days after our purchase we received a formatted text from Service Pros that our carpet had not yet been delivered and that we should contact Lowe's with any questions. Approximately five days from the initial text, we received a second text at approximately 8:30 AM on a Sunday morning with the same formatted text. A third and identical text came approximately one week later. I started to become suspect of Service Pros wondering why I was receiving these texts when the carpet delivery date was still weeks away and why would they be sending a text early on a Sunday morning. My questions, however, did not rise to a level of concerned. On or around December 10, I received a call from Service Pros stating that our carpet had arrived and installation we scheduled for Thursday, December 17th between 1:00 and 3:00 PM. On December 14th, I received another call from Service Pros stating that the installer had injured his back and that the installation was delayed. Installation was now rescheduled for Tuesday, December 22nd between 1:00 and 3:00 PM. I agreed. On the morning of Monday, December 21st, a representative of Service Pros knocked on my door and stated that he was there to install the carpet. I explained that the appointment was for the next day but that he could proceed. I asked if he had help in that some furniture had to be moved. At the time of the purchase, we paid for and it was plainly stated in the contract, there was furniture to be moved. The representative looked at the two rooms and stated that he had no help and that he would be unable to move the furniture. He tried to call someone on the phone but there was no answer. He stated that someone would call me later in the day. No one called. On December 22nd, the day the carpet as to be installed, I called to confirm the installation. I was placed on a lengthy hold. Eventually I was transferred to a person who stated that he was in the warehouse and away from his laptop. He further stated that he would call me back in ten minutes. One hour later, receiving no call, I called back. I was then told that the date of the installation was the previous day and that an installer had arrived to install the carpet but I had sent him away. I explained that it was the installer's decision to leave, being unable to move the furniture. I also explained that December 22nd was the date I was given and even so, why had the installer arrived in the morning instead of the appointed time and why had he arrive alone when the contract clearly stated that furniture was to be moved. He could not or would not answer my questions and repeated that my carpet would not be installed. I then returned to the Lowe's store and spoke to the Installation Manager. Patty was very nice and apologetic. She asked that I give her time to she if she could arrange for the installation. Several hours later she called and stated that she was unsuccessful and that my carpet would not be installed. By the time I received the call from Patty, the Installation Manager, I had researched Service Pros on the internet. I found the reviews and customer ratings on the ComplaintsBoard.com web site as well as on Yelp to be very poor to say the least. I should had performed my research much earlier. I placed too much confidence in Lowe's vetting an selection of sub-contractors. Based on the reviews and on my own experience to date, I decided to cancel the order. I did not want to subject myself to any additional frustration. Lowe's refunded my $3000 and I took my business elsewhere.

They did a terrible job with the laminate flooring installation. They did it on Oct. 14, 2020. They left glue out in the open, didn't fix holes or cracks, left a big crack around the (brick) base of the fireplace, and left raw trim edges unfinished. There were a lot of glue and oil? spots on the floor, and they even damaged the front storm door when they kept it open!

My grandparent's house got flooded in September and Service Pros was supposed to fix it. But it's already December and they only showed up twice. The house is still a mess and the job was supposed to be done in October. I've been calling them a lot, but they never call back. These guys are really causing a lot of trouble! We just want the work to be finished so we can go back to our normal lives. Can someone please help us out?

I got Lowes to put in a lil' bit of carpet on June 24th and Service Pros Installation Group did the job. It was a total mess. The installers came in August and made a huge mess. They came back to fix it and messed up my house even more. Then, some other installers came and messed up my newly refinished railings and put a hole in the carpet. They had to come back a third time. I talked to the regional head a lot and they said they would fix the damage. I sent in a request for $250.00 on December 8th and still haven't been paid. The carpet is still not great, but I just couldn't deal with it anymore. I want my $250.00.