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  • On Sunday 9/17, I rent Bisell carpet clearner at Lowes. Once i first started it, residual from previous user came out of the cleaner and left brown stain spots on my rug. I called customer service right away and took a picture of my rug. They first said that would refund me the money for the rental; but i was more concern of how they would deal with the spot on my rug; yet they saif they couldnt do anything at the moment but promise to solve it once i bring the cleaner back in. Later that day, i brought the unit back. At that time, because i had the unit from the morning till then, they wouldnt return my money back. And the manager at the time advised them to take my contact down and said they would contact bisell THEMSELVES to see if the company has a refund or warranty on this rental unit. And i have been waiting for 5 days up until now, yet heard nothing back. I finally gave them a call again and see where they are at with my claim. Now things get interesting. Denise at the customer service answered my call, and after looking through the memo, she asked if i called Bisell myself to claim this. I didnt rent this unit with bisell, i didnt have anything to do with them. I rent the bisell uit through Lowes rental program. I paid lowes, not bisell. So that was what i told them and she kept insisting on me calling bisell for this claim, and eventually HUNG UP on me. When i called again, she said that she put me ON HOLD (eventhough my phone log show the call was in fact ENDED). And now she said she would have someone to call me back. This whole ordeal happened because: 1) lowes employee did not check and clean the unit once they get it back from renter and left the unit dirty, contained dirt residuals that eventually got on my carpet. 2) they did not honor what they promise. And in this case, return my money as they said. 3) they did not follow with their action which was calling Bisell and follow through with this claim. I have been waiting for 5 days, and yet, no action was taken on their part. 4) Poor service from their employee, in this case Denise. So of course i wont let this matter go off track and not pursuiting it. However, in the future, Home Depot across the street will be the only home improvement store that i go to.
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